The Single Window Citizens Engagement Service (SWCES), a unit under the Social Protection Directorate is training Case Management Officers (CMOs) of the call center to be proficient with best practices in Social Protection (SP) Programmes.
The five-day training commenced on Monday, the 5th of June 2023 and is expected to end on Friday, the 9th of June, 2023 at Peduase, Eastern Region.
The purpose of the workshop is to enable the participants to have a shared understanding of the flagship SP programmes and other social issues.
Addressing the Officers on behalf of the Director of Social Protection, Mr Samuel Boakye-Marfo indicated that Social Protection Programmes are reliable tools in addressing issues of poverty, vulnerability and bridging the inequality gap in the country.
He urged participants to take the sessions serious and have a shared understanding of what SP flagship programmes are in order to enhance good service delivery.
On his part, the Head of SWCES, Madam Naa DeDei Antie charged the officers to have an in-depth knowledge and be conversant with the procedures for effective grievance redress management to enable them operate professionally on SP Programmes and other social issues at the call centre.
“The SWCES has two integral parts; the Helpline of Hope Call Centre, a complaint handling service which operates the toll-free lines 0800-800-800 and 0800-900-900 as well as a United Case Management System (UCMS) which is web-based grievance redress system for receiving grievances, logging, classifying and attribution of cases to appropriate programmes as well as provision of feedback to complainants,” she emphasized.
Grace Acheampong, ISD
