DOLE Call Center operates amidst Libya crisis

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A March 21, 2011 press release by the Department of Labor and Employment
There was no let up in providing useful and timely information to the public as the Department of Labor and Employment’s (DOLE) Call Center continued to serve clients at the height of the Libya crisis in February this year.
The DOLE Call Center SMILE (Serbisyong Magalang, Mahusay na Impormasyon sa Labor at Employment) reported receiving 4,538 calls last month representing a total of 5,100 queries. Majority of these queries or 60 percent focused on Social Protection and Welfare concerns.
Despite the crisis in Libya breaking out in February, thereby expanding the functions of the DOLE Call Center, most of the queries were on Services to Safeguard Fair and Just Terms and Conditions of Employment. Particularly, the queries of callers were about the DOLE’s Labor Enforcement Action Program (LEAP), which covers basic rights of workers.
While the DOLE Call Center assisted 3,390 queries on social protection and welfare during the period, it also provided information on more than 1,000 queries on issues concerning labor relations.
Under the labor relations concerns, the DOLE Call Center received 401 queries on Single Entry Approach (SEnA) program, while the rest were issues such as complaints on illegal termination, suspension, dismissal, and follow up on dispute cases and notices of hearings or summons.
The DOLE Call Center also assisted 424 queries on job search assistance during the period, 402 of which were about employment facilitation.
“Despite the attention called for by the crisis in Libya and other parts of the Middle East, our call center continued to provide useful and efficient information on labor and employment issues at the local level,” Labor and Employment Secretary Rosalinda Dimapilis-Baldoz said.
She also emphasized that the additional responsibility of the DOLE Call Center to answer queries about the actions being undertaken by the DOLE relative to the crisis overseas will continue until the situation has stabilized.
Baldoz continues to encourage the public to avail of the services of the DOLE Call Center for issues and concerns on labor and employment.