San Isidro Social Welfare Center
The San Isidro Social Welfare Center (SISWC) is a provincial facility under the Department of Social Welfare and Development. It provides case management, livelihood assistance, and psychosocial services to vulnerable families and individuals in its region.
Last year, SISWC’s leadership team conducted a strategic review and came up with three priority goals for the next two years – (1) improve client satisfaction and feedback mechanisms for all frontline services; (2) strengthen the use of digital case management tools and online reporting systems; and, (3) expand community-based education and advocacy on family resilience and child protection.
Over the past year, SISWC has seen mixed results. On one hand, service delivery turnaround time improved — clients are being attended to faster compared to previous years. However, client satisfaction scores remain uneven. Some clients report feeling better served, while others still note issues with responsiveness and empathy during intake.
Technical capacity has also been a challenge. While most staff have completed the basic digital case management training, only a few use the system consistently and confidently. Supervisors also observed that coordination between social workers, administrative staff, and community development officers is inconsistent — resulting in duplicate reports or missed updates.
In several focus group discussions, many employees expressed a desire for more mentoring and structured guidance, particularly in handling difficult client situations and using technology effectively. A number of team leaders also admitted feeling unsure about how to coach or give feedback to their staff.
To address these, the Center’s leadership drafted a developmental plan for the coming year. This includes a coaching and leadership program for unit heads, refresher courses on digital tools and client relations, and peer learning sessions on community engagement strategies.
SISWC’s management believes that with stronger capabilities, better collaboration, and a shared understanding of client-centered service, the organization can make its systems and competencies more sustainable — not just dependent on a few individuals, but part of how SISWC consistently delivers quality public service.
Additional Information for Strategic Lens, Operational Lens, and Development Lens as well as Benchmarking Report.
