Journey to service excellence : challenges, coping strategies, and impact of the program assistance to individuals in crisis situations /
Rhoman G. Rimando.
- Saint Louis College, City of San Fernando, La Union : [s.n.], 2022.
- xii, 206 pages : illustrations ; 29 centimeter.
References: pages 78-92.
The interpretive phenomenological - qualitative study aimed to explore and understand the service delivery of Local Social Welfare and Development Officers of the Program Assistance to Individuals in Crisis Situation. The respondents were nine (9) Local Social Welfare and Development Officers of La Union. A one-on-one face-to-face and / or online interview was personally conducted by the researcher to gather data using a validated semi-structured guide as a data-gathering instrument. After gathering all the data needed, the researcher subjected the responses to a thematic analysis following the 6-step process. It was found that organizational processes were used by the Local Social Welfare and Development Officers to deliver the Program Assistance to Individuals in Crisis Situation. Moreover, the Delimiting Factors hindered Local Social Welfare and Development Officers to effectively and efficiently deliver the Program. Enablers can effectively and efficiently deliver the program, maximize the service outcomes, and mitigate the adverse effects of the Delimiting Factors. Furthermore, Service Fulfilment and Established Trust in the Government are the Service Outcomes of the Program. Lastly, the Social Welfare and Development Officers are recommended to adopt the Thematic Model on the Service Delivery of the Program Assistance to Individuals in Crisis Situation to serve as their guide towards the excellent service delivery of the Program.