MANILA DISASTER RISK REDUCTION

AND MANAGEMENT OFFICE

CITIZEN’S CHARTER
2019 (1st Edition)

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 I. Mandate
The Manila Disaster Risk Reduction and Management Office (MDRRMO) is the
lead implementor of R.A. 10121 or the National Disaster Risk Reduction
Management Framework in the City of Manila. Its prime initiative, to usher the City
into a state of modern disaster preparedness, resiliency and heightened public
safety.

II. Vision:
We shall be an effective and capable office working together with other government
agencies, private entities and non-government organizations providing a timely
response and fast recovery from all hazards-related emergencies and incidents
towards a disaster resilient city.

III. Mission
To provide efficient, effective and responsive disaster risk reduction program to
promote disaster awareness and preparedness through seminars, trainings, and
workshops with strong participation of the various stakeholders and community of
Manila.

IV. Service Pledge:

DESIGN, PROGRAM, COORDINATE AND IMPLEMENT Disaster Risk
Reduction and Management Activities consistent with the National Disaster Risk
Reduction and Management Council’s standards and guidelines.

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 LIST OF SERVICES

Page number
Central/Head Office
244
A. Disaster Preparedness Services

B. Disaster Prevention/Mitigation Services 246

C. Disaster Response Services 247

Feedback and Complaints Mechanism 248

List of Offices 248

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 Central Office

Delpan Satellite Office

Baseco Evacuation Center

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1. DISASTER PREPAREDNESS SERVICES
Request for Trainings/Drills/Lectures

Office or Division: Manila Disaster Risk Reduction and Management Office

Classification: Simple
Type of G2C- Government to Government
Transaction:
Who may avail: All Government Agencies, LGUS, GOCCs and other government office
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Citizen’s Charter

AGENCY FEES TO PROCESSING PERSON

CLIENT STEPS
ACTIONS BE PAID TIME RESPONSIBLE
1. Make a letter 5 minutes Zairra Balingit-
request addressed DRRMO Admin
to the DRRMO NONE Staff
Head of Office and
have its hard copy
received NONE
3 minutes Beverly Molina-
2. send the request Acting Operation
letter thru DRRMO Officer
email-
officialmaniladdrmo
@gmail.com
DRRMO Head
reacts on the 1 day
request upon
availability of
schedule
TOTAL None 1 day & 8
mins.

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2. DISASTER PREPAREDNESS SERVICES
Provision of Technical Assistance for Organization and Functionality of Barangay
DRRM Committee and Issuance of Certification for Utilization of Barangay DRRM Fund
Office or Division: Manila Disaster Risk Reduction and Management Office
Classification: Simple
Type of G2C- Government to Citizen’s
Transaction:
Who may avail: All residents of Manila needing emergency services within the area
responsibility of Manila
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Written request for Disaster
Preparedness and Disaster
Prevention/Mitigation services
2. Emergency Call by way of landline,
mobile and handheld radio
communication to 911/C4 Emergency
Dispatch Call Center for Disaster
Response services
AGENCY FEES TO PROCESSING PERSON
CLIENT STEPS
ACTIONS BE PAID TIME RESPONSIBLE

Administrative
Officer scans the Rodolfo Tecson
documents. If NONE 3 minutes Jr.
presented
complete, issues
certification as to
its compliance
with the provisions
of Section 21 of
1. Submit
RA 10121. If
relevant
presented
documents to the
incomplete,
Administrative
technical
Office
assistance is
being provided,
thereafter the
Ana Carolina
documents return
NONE 5 minutes Lipata- Admin
to the requesting
Staff
party for
finalization and is
again resubmitted
for issuance of
certification.
TOTAL None 8 minutes

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2. DISASTER PREVENTION/MITIGATION SERVICES
• Flood Control/Mitigation Services (manual and mechanical de-
clogging/clearing/de-silting of drainage and other waterways.
• Pruning of nuisance tree branches along public roads and parks
• Issuance of Certification that construction of structure near the rivers, creeks and
other waterways are not in a flood-prone area and cannot cause flooding nor
contribute to flooding.
Office or Division: Manila Disaster Risk Reduction and Management Office
Classification: Simple
Type of G2C- Government to Government
Transaction:
Who may avail: All Government Agencies, LGUS, GOCCs and other government office
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Written request for Disaster Preparedness and
Disaster Prevention/Mitigation services
2. Emergency Call by way of landline, mobile and
handheld radio communication to 911/C4
Emergency Dispatch Call Center for Disaster
Response services
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS
BE PAID TIME RESPONSIBLE
1. Make a letter 1. DRRMO Head
request acts on the request
addressed to the upon availability of NONE 3 minutes Zairra Balingit-
DRRMO Head of schedule by Admin Staff
referring the request
Office and have
to the Team Leader
its hard copy 2. Team Leader fills
received. out Dispatch Order
conducts ocular NONE 1 day Beverly Molina-
2. Send the inspection and Acting Operation
request letter thru make Officer
DRRMO email- recommendations to
officialmaniladrrm the DRRMO Head
[email protected] Office.
3. Upon
appreciation of the ½ day Beverly Molina-
Team Leader’s Acting Operation
recommendation, NONE Officer
the DRRMO Head
instruct to act on the
request in
coordination with
the requesting party ½ -2 days as
with notification to needed
the Barangay
Officials concerned.
TOTAL None

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3. DISASTER RESPONSE SERVICES
Office or Division: Manila Disaster Risk Reduction and Management Office
Classification: Simple
Type of G2C- Government to Citizens
Transaction:
Who may avail: All residents of Manila needing emergency services within the area
responsibility of Manila
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Written request for Disaster
Preparedness and Disaster
Prevention/Mitigation services
2. Emergency Call by way of landline,
mobile and handheld radio communication
to 911/C4 Emergency Dispatch Call
Center for Disaster Response services

FEES TO PROCESSING PERSON

CLIENT STEPS AGENCY ACTIONS
BE PAID TIME RESPONSIBLE
1. Call 911 1 minute
Emergency NONE processing Jun-ar Del
Dispatch Call time; 7 minutes Castillo-Radio
Center at the average Operator
response time
following contact
depending on
numbers: the location
• Using
PLDT or
Globelines
landline,
dial 911
(911
central
Office in
Manila will
answer the
call and
relay it to
911
Manila)
• Using
mobile
phone with
sufficient
load dial,
093266223
22

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 List of Offices

FEEDBACK MECHANISM
How to send feedback Answer the client feedback form and drop it at
designated drop box in front of the City Public
Relations & Information Office (Central/Head Office)
How feedbacks are Everyday Manila DRRM Office read all compliant and
processed compiles and records all feedback submitted.

Feedback requiring answers are forwarded to the

relevant offices and they are required to answer within
three (3) days of the receipt of the feedback.

The answer of the office is then relayed to the citizen.

How to file complaint The Admin Staff read the complaints of citizens or
other government agencies on a daily basis and
evaluate each complaints.

The Admin and Training Officer shall start to evaluate

the complaints.

The Admin and Training Officer will create a report

after evaluate and shall submit it to the Head office for
appropriate action.

The Admin Staff will give the feedback to the clients

for inquiries and follow-ups, client may contact the
following mobile phone number: 09326622322
Contact Information of Email add: [email protected], Facebook
Manila DRRMO, email page: Manila DRRM Office @sagipmanila
address and facebook
page

Central/Head Office Rm. 449 4th Floor, Manila City

Hall
Delpan Satellite Office Delpan St. Tondo, Manila
Baseco Evacuation Center Unit 3 No. 88 B2, P3 Port
Area, Manila

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