Republic of the Philippines FOREWORD NORTH LUZON...

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Republic of the Philippines NORTH LUZON PHILIPPINES STATE COLLEGE

Candon City 2710, Ilocos Sur

***********************************************

FOREWORD

The North Luzon Philippines State College, in compliance with Republic

Act No. 9485, otherwise known as the “Anti Red-Tape Act of 2007”,

created the NLPSC Citizen‟s Charter.

The Charter intends to make public NLPSC‟s commitment and standards on

service delivery. As such, it aims to streamline its operations, improve the

delivery of services, and empower the stakeholders through easy access to

information on services provided to clients.

The NLPSC Citizen‟s Charter is an open public document which mirrors

the services extended by the institution. It includes clear description of the

various processes and procedures being implemented by the college as well

as the fees that may be charged to its stakeholders. It explains the step-by-

step procedures on availing the frontline services of the school. The Charter

essentially provides an avenue for active client involvement in public

service delivery through a redress mechanism which encourages them to

make suggestions and recommendations to help improve NLPSC‟s current

services and eventually achieve an increased public satisfaction, response

and feedback.

The Charter also contains brief information about NLPSC, its Vision,

Mission, Goals, Mandate and Performance Pledge the entire institution is

committed to. The directory of officials and the functions of each office

complete the information ensemble of the Charter. With the Charter fully established and made available to the public, NLPSC hopes to uphold its

thrust of providing the highest standard of service committed to the

transacting public.

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Republic of the Philippines

NORTH LUZON PHILIPPINES STATE COLLEGE

Candon City 2710, Ilocos Sur ***********************************************

OFFICE OF THE PRESIDENT

Message NLPSC aims for Excellence, Dynamism and Service.

At last, we come to this end, the framing of the Citizen’s Charter that contains information and services that the institution provides and offers.

It is really through Quality Assurance that we give the best public service to our clienteles. Being responsible and sincere government servants creates disciplined people who are the good leaders of tomorrow. We cater for their needs, provide their wants and help and guide in their way because of the belief that we can make them enlightened as to how they get along with the institutions offerings and services.

I congratulate each one of us of the contributions imparted. This would certainly make our delivery of public service a legacy because of our great passion and commitment to our work. We hope that this would continuously remind and guide us in the observance of Quality Service.

ELIZABETH M. GACUSANA, Ed.D Officer-in-Charge Office of the President

Republic of the Philippines North Luzon Philippines State College

San Nicolas, Candon City, Ilocos Sur

OFFICE OF THE PRESIDENT Memorandum Order No.: 08, s. 2012 To: All NLPSC Employees From: Office of the OIC President Subject: NLPSC Citizen’s Charter Advisory Date: December 15, 2013

Pursuant to the provisions of Republic Act 9485, known as the Anti-Red Tape Act (ARTA) of 2007, you are hereby directed to implement the NLPSC Citizen’s Charter in order to truly and fully commit ourselves according to what Section 2 of the above act clearly stipulates as follows:

SEC.2 Declaration of Policy - It is hereby declared the policy of the State to promote integrity, accountability, proper management of public affairs and public property as well as to establish effective practices aimed at the prevention of graft and corruption in government. Towards this end, the State shall maintain honesty and responsibility among its public officials and employees, and shall take appropriate measures to promote transparency in each agency with regard to the manner of transacting with the public, which shall encompass a program for the adoption of simplified procedures that will reduce red tape and expedite transactions in government.

For your strict compliance.

ELIZABETH M. GACUSANA, Ed.D Officer-in-Charge Office of the President

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TABLE OF CONTENTS

Foreword . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Message of the President . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 2

Memo Circular Implementing the Citizen’s Charter . . . . . . . . . . . . . . . . . . . 2

Table of Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . 3

Brief History of NLPSC . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .. . . . . . . . 4

Vision, Mission, Goals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ... . . . . . 5

Our Mandate, Customers/Clients Services . . . . . . . . . . . . . . . . .. . .. . . . . . 5

Offices Delivering Frontline Services . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . 8

Curricular Offerings . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . 9

General Academic Policies and Procedures . . . . . . . . . . . . . . . . . . . . .. . 9

School Fees and Other Charges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Refund Fees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Grading System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Scholarship and Educational Grants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Citizens Charter Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . 13

Frontline Services

Registrar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . 13

Accounting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . 16

Cashier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Guidance and counseling . . . . . . . . . . . . . . . . . . . . . . . . . . . ... . 17

Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . .. . . . . . . . . . . . . . 18

Public Assistance and Complaint Desk and Hotlines . . . . . . . . . . .. . . . . . . 20

Performance Pledge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ... . . . . . . 20

Feedback and Redress Mechanism . . . . . . . . . . . . . . . . . . .. . . . . .. . . . . 20

Filing a Complaint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Client Feedback Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . 23

NLPSC Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ... . . . 24

NLPSC Citizen’s Charter Team . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

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History of North Luzon Philippines State College The metamorphosis of North Luzon Philippines State College as a public

higher education institution in the Second District of Ilocos Sur can be traced in its humble, yet glorious history.

The institution evolved in 1975 from a small community college known as Candon Community College (CCC) which offered non-degree courses, the midwifery and the secretarial course.

Through a bill sponsored by then-Congressman, Hon. Eric D. Singson, Candon Community College sought integration to the University of Northern Philippines in Vigan, Ilocos Sur; hence, Republic Act 6744 effected the establishment of CCC-University of Northern Philippines Branch on August 11, 1989.

Course offerings of the CCC-UNP Branch have reached quantum leap. Aside from the pioneer non-degree courses in midwifery and secretarial, extension degree programs such as Bachelor of Arts, Bachelor in Elementary Education, Bachelor in Secondary Education, Bachelor of Science in Business Administration and Bachelor of Science in Computer Science were offered. The secretarial course has been enhanced into two new certificate programs: the Associate in Office Management and the Associate in Medical Office Management. Additional degree courses based on the demands of the community were included such as the Bachelor of Science in Nursing and Bachelor of Science in Criminology, both were offered as ladderized courses.

Realizing his vision for Candon to have a college of its own during his long years as dynamic political leader in the municipality of Candon, Hon. Eric D. Singson sponsored a bill that amended R.A. 6744 and helped establish a new college in the province. Through Republic Act 10085, otherwise known as “An Act Separating the CCC-University of University of Northern Philippines Branch from the University of Northern Philippines in the City of Vigan, both located in the province of Ilocos Sur, converting it into a State College to be known as North Luzon Philippines State College and Appropriating Funds Thereof”, North Luzon Philippines State College (NLPSC) started to operate as a public higher education institution on May 5, 2010.

The Implementing Rules and Regulations of RA 10085 was approved during

the 1st regular meeting of the Board of Trustees of the college held at the CHED Central Office, UP Diliman, Quezon City in the last quarter’s meeting of 2010.

In pursuance to Republic Act 7722 otherwise known as the “Higher Education Act of 1994” and RA 10085, Acting Director IV of the Commission on Higher Education Regional Office, Dr. Caridad O. Abuan, was designated as Officer-in-Charge of the

college on August 11, 2010 by CHED chairperson, Dr. Patricia B. Licuanan. The main task of Dr. Abuan was to ensure that there is a smooth transition of operation and management of the college from the University of Northern Philippines. A technical working committee composed of Dr. Cherrie Melanie Ancheta-Diego, CHED OIC-Chief Education Program Specialist, Mrs. Odette de Guia, Dr. Elizabeth M. Gacusana, Dr. Jaime G. Raras, Mrs. Cristina R. Martinez and Dr. Severino G. Alviento has been formed to assist DR. Abuan during the early thriving years of NLPSC.

Formally in 2011, North Luzon Philippines State College set itself to work. Designations of the faculty and personnel in various offices of the college have been given special orders, approval of the curricular offerings has been sought at the CHED Regional Office, departmentalizing the faculty according to discipline has been effected, and the college organizational chart has been plotted to define the role functions of rank-and-files.

At the start of the school year 2011-2012, all the curricular programs under CCC-UNP Branch were maintained except the Bachelor of Science in Nursing which was not permitted by CHED-RO-I because said program can not meet the standard requirements in the offering of the nursing course. An additional course in the business education department has been included, the Bachelor of Science in Office Administration, which is a ladderized degree program in the certificate courses in secretarial.

The school plant and the facilities of NLPSC have been facing the great challenge of accommodating more than two thousand students and roughly one hundred thirty personnel; however, the college is on the alert to address this challenge through the establishment of more buildings and classrooms. The library building with classrooms and audio-visual rooms, the CHED-funded building with offices and laboratory rooms, and the Student Government Building, are all under-construction and eyed to be in full utilization within the next school year.

NLPSC is striving to live up with its core functions in instruction, research, extension and production through instilling the values of excellence, dynamism and service towards the succeeding years of its existence.

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NLPSC Vision, Mission, Goals

VISION

NLPSC is a dynamic institution of higher learning, producing

competent and socially responsible human resource, for the sustainable

development of North Philippines.

MISSION

NLPSC is committed to produce competent graduates through

innovative, quality and relevant academic programs, and to create and

disseminate new knowledge and appropriate technologies anchored on

responsive research and extension programs, for the sustainable

development of North Philippines.

GOALS

Offer quality innovative curricular programs to produce the human

resource needs of the service area

Undertake responsive research and extension services to create and

disseminate new knowledge and appropriate technologies

Provide adequate and effective services for students‟ wholistic

development

Establish and implement viable IGPs to augment financial resources

for institutional development

Institutionalize quality management systems and good governance

towards a culture of integrity and excellence

Establish network and linkages with LGUs, GOs, NGOs, and other

funding and donor institutions both local and international, to

generate resources

Our Mandate

The College shall primarily provide advanced education, higher

technological, professional and vocational instruction and training in the

arts, sciences, education, entrepreneurship, engineering, agriculture,

medicine, nursing, law, architecture, business administration, hotel and

restaurant management, tourism, information technology and other relevant

fields of study. It shall also promote and undertake research and extension

services in support of the socio-economic development of Ilocos Sur, and

provide progressive leadership in its areas of specialization (Section 2. RA

10085)

Our Customers/Clients

Students

Parents/Guardians of presently enrolled and previously enrolled students

General public and other government agencies

Main Functions of the College

A. Instruction

Instruction focuses on the process of facilitating the acquisition of

knowledge, skills and attitude to develop the analytical and creative

faculties of learners. It also includes other specific tasks such as student

consultation, academic advising and all other initiatives that facilitate the

learning process.

Faculty members are responsible to:

1. Identify learners‟ needs;

2. Prepare and follow a course syllabus based on the needs

identified;

3. Facilitate the learning process through active engagement in

classroom tasks and activities.

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4. Develop student‟s analytical and creative thinking skills through

purposive activities with focus on Higher Order Thinking Skills

(HOTS);

5. Design alternative and innovative models of teaching for all

types of students whether regular, gifted or those with special

needs;

6. Engage themselves in extra- and co-curricular activities and

assignments sanctioned by the College;

7. Make themselves available for consultancy, academic advising

and other functions that help improve the students‟ well-being;

8. Conduct remedial classes that cater to the needs of students with

learning disabilities and difficulties;

9. Manifest a strong commitment to the development of highly

competent and qualified graduates by constantly improving

one„s competence;

10. Vary teaching methodologies and techniques in the pursuit of

effective teaching-learning process; and

11. Attend affairs of the College such as academic council meetings,

commencement rites, foundation day celebrations, faculty

development programs and other activities of the College.

B. Research

Faculty members need to continually explore areas of inquiry

through active participation in research endeavors.

They are responsible to:

1. Participate in formulating the research agenda for the College;

2. Prepare research proposals along their field of specialization for

funding consideration by the College and other benefactors;

3. Conduct researches along their field of specialization that help

close knowledge gap;

4. Generate technologies that address learning difficulties of

students and increase income or earning capacity of

marginalized groups in the countryside;

5. Generate research paradigms to enhance instruction in their field

of specialization;

6. Provide scholarly advice, suggestions and recommendations to

student-researchers in the conduct of their researchers and/or

theses;

7. Study recently published papers on basic and applied researches,

materials development, feasibility studies and other similar

documents;

8. Participate actively in local and international conferences; and

9. Publish articles/monographs in recognized and referred journals

and magazines.

C. Extension

Faculty members are strongly encouraged to participate or render

service either in College-sponsored community extension projects or in

their own community, sectoral and/or professional organizations. Faculty

participation in these activities is regarded as part of their professional and

personal commitment to the academic profession.

To strengthen NLPSC‟s institutional linkages, collaboration and

networking, faculty members are responsible to:

1. Conduct in-service training programs for teachers, school

administrators, other educators in both public and private sectors,

students, farmers and other clienteles;

2. Contribute in strengthening institutional ties and network with

other national and international educational institutions;

3. Translate research results into forms understandable and

comprehensible to target clienteles;

4. Be involved in developing and implementing programs, projects

and activities on gender and development; literacy, political and

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environmental education; and multicultural and values education;

and

5. Participate in and initiate extension programs aimed at

developing and implementing projects that help preserve

indigenous cultures and promote sustainable development.

D. Production

Faculty members are encouraged to engage in production endeavors

or projects that showcase their expertise. These knowledge-based projects

can help generate additional income for the College.

They are responsible to:

1. Develop and publish scholarly works like books, magazines,

journals, research articles and monographs, lecture notes,

modules and instructional materials;

2. Design, develop and share multimedia courseware and resources

such as tapes, videotapes, power point presentations and other

electronic packages;

3. Design and produce materials for presentation and production in

the performing arts;

4. Assist student-entrepreneurs in their production endeavors and

other business concerns; and

5. Engage in income generating projects to generate additional

funds to sustain the operation of the College.

E. Administration

Higher Education Institutions (HEIs), as a general rule, are rightfully

managed by educators. Hence, faculty members are usually designated to

administrative positions. As such, in addition to their professional expertise,

they should be knowledgeable and competent on personnel administration,

legalities, and management and leadership principles in order to perform the

following responsibilities:

1. Formulate and effect the realization of the vision, mission, goals

and objectives (VMGO) of their respective offices in cognizance

with NLPSC‟s VMGOs;

2. Supervise, direct, and evaluate the performance of their

subordinates;

3. Plan, organize, direct, and evaluate the programs, projects and

activities of their respective offices;

4. Communicate effectively, both orally and in writing;

5. Initiate development in their respective offices;

6. Create more effective short-term and long-term plans;

7. Oversee the inter- and intra-affairs to their respective offices;

8. Properly allocate resources and provide an effective support

system; and

9. Motivate and initiate coordinated efforts among their staff.

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CURRICULAR OFFERINGS

DEGREE PROGRAM

1. Bachelor of Secondary Education (BSE) Major: English Mathematics Social Science Filipino MAPEH / PHEM

2. Bachelor of Elementary Education (BEED) – General Education 3. Bachelor of Science in Business Administration (BSBA)

Major: Human Resource Development Management Financial Management

4. Bachelor of Science in Office Administration (BSOA)* (Ladderized under CMO

22, s.2006) 5. Bachelor of Arts in English 6. Bachelor of Arts in Political Science 7. Bachelor of Science in Computer Science 8. Bachelor of Science in Criminology

NON-DEGREE PROGRAM

1. Associate in Medical Office Management (AMOM) 2. Associate in Office Management (AOM) 3. Diploma in Midwifery (MID)

GENERAL ACADEMIC POLICIES AND PROCEDURES

A. Academic Calendar and Classes The academic calendar shall follow the school calendar issued by the Commission on Higher Education. Each semester shall consist of at least 18 weeks. Class work in the summer sessions shall be equivalent to class work in one semester. All class hours lost due to unexpected events such as typhoons and other natural calamities shall be made up for. Schedule of classes shall be provided by the registrar in accordance with the academic calendar and after thorough consultation with the Campus Head and/or the College Dean, the Director of Academic Affairs.

B. Admission and Registration

Undergraduate Program New Students

Form 138 (high school report card)

Birth Certificate issued by the National Statistics Office (NSO)

Notice of Acceptance from the Dean concerned

Certificate of Good Moral Character for all Entrants

2 copies of ID pictures

Transferees

2 Honorable Dismissal from the school of origin

True Copy of the Certificate of Grades

NSO-issued Birth Certificate

Notice of Acceptance from the Dean concerned

Certificate of Good Moral Character

A transferee may not be granted admission to the college on the following grounds: a. He / she have already completed more than 75% of the unit

requirements of the course to be enrolled in. b. He / she is unable to comply with the requirements for admission.

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For cross enrollees, students will just present her/his permit to cross-enroll upon enrolment. No ID shall be denied admission by reason of nationality, race, age, sexual orientation, religious belief, socio-economic status, political affiliation, membership in student organizations, physical handicap, nor shall pregnant students, certified reformed drug abuser, and those suffering from the Acquired Immune deficiency Syndrome be discriminated against. Provided, however, that all admission requirements are satisfactorily complied with. Failure or refusal by a student to sign waiver documents prepared by the College Administration shall not constitute a ground for this non admission.

C. School Fees and Other Charges School fees and other charges shall be based on the approved schedule by the Board of Trustees upon the recommendation of the College President and in accordance with CHED Order No. 13, s. 1998 and CHED Regional Memorandum No. 59, s. 1999.

I. Special Trust Fund – Income (Fund 164)

A. Tuition Fee 100.00

B. Standard School Fees

Library Fee 80.00

Medical/Dental Fee 50.00

Athletic Fee 50.00

Registration Fee 60.00

Laboratory /Science (per Subject) 100.00

Late Registration 100.00

Entrance Fee 50.00

I.D Card 80.00

Library Card 40.00

II. Trust Fund (Fund 184)

Guidance Fee 20.00

Cultural Fee 50.00

Student Miscellaneous Fee 10.00

SCUAA / Intramurals Fee (all levels) 200.00

NSTP 150.00

ROTC 150.00

Student Development Fee (all levels) 300.00

Internet Fee 350.00

Mutual Aid (for the entire school year) 40.00

Computer Fee (BSBA and all courses with computer)

650.00

Computer Fee (BSCS, depends upon the subject)

650.00

OJT BSBA 300.00

OJT BSCS 300.00

Student Teaching Fee (BSE, BEED) 500.00

Educational Technology Fee (BSE, BEED) 650.00

Field Study Fee 100.00

Criminology Laboratory Fee 200.00

Garbage Fee 50.00

Energy Fee 50.00

Student Government Fee 100.00

Student Publication Fee 50.00

Activity Fee 50.00

*Affiliation Fee (Midwifery)

1st Year (depends upon the no. of duty hours)

780.00

2nd Year (depends upon the no. of duty hours)

780.00

*Clinical Fee (Midwifery)

1st Year (depends upon the no. of duty enrollees)

3,672.00

2nd

Year (depends upon the no. of duty enrollees)

5,508.00

*May vary depending upon the number of enrollees

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D. Refund of Fees A student who withdraws from the College during the enrollment period and before the start of classes through a formal request in writing is entitled for a one hundred percent (100%) refund of his payments made except the fees intended for entrance, registration and admission test. In claiming for the refund, the student shall present and surrender his receipt/s. After the start of classes, only tuition fees are subject to refund in accordance with the following conditions.

a. Ninety percent (90%) for within a week after the opening of classes. b. Eighty percent (80%) for within two (2) weeks after the opening of

classes. c. No refund after the second week of the opening of classes.

E. Grading System

At the start of the semester or summer term, the students have the right to be informed of the grading system and how their grades will be computed.

The grades of students are computed in accordance with the prescribed norms and standards established by the College and with regulations prescribed by the Commission on Higher Education (CHED) and the Department of Education (DepEd). For this purpose, the College adopts the following grading system.

Numerical Rating

Descriptive Rating

Numerical Rating

Descriptive Rating

1.00 – 1.25 Excellent 97 – 100 Excellent

1.50 – 1.75 Very Good 94 – 96 Superior

2.00 – 2.25 Good 91 – 93 Very Good

2.50 – 2.75 Fair 88 – 99 Very Good

3.00 Passing 85 – 87 Very Good

4.00 Conditional 82 – 84 Good / Average

5.00 Failure 79 – 81 Good / Average

D Dropped 76 – 78 Satisfactory / Fair

OD Officially Drop 75 Satisfactory / Fair

INC Incomplete 72 – 74 Conditional Pass/Failure

IP In Progress Below 72 Failure

INC Incomplete

IP In Progress

UD Unofficially Dropped

OD Officially Dropped

There shall be three (3) grading terms or periods: midterms and finals. The grades of students who attend or participate in school-related

activities such as sports competition, conference, seminars, workshops and others shall be maintained or may even be increased depending on their performance in the said activity but in no case shall be lowered or decreased.

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SCHOLARSHIPS AND EDUCATIONAL GRANTS

A. ACADEMIC SCHOLARSHIP

1. Entrance Scholars(Valedictorian) 100 % discount

2. Entrance Scholars(Salutatorian) 75% discount

3.College Scholars 100% discount

4. Director's List 75% discount

B STUDY PRIVILEGE

1.NLPSC-Employee Study Privilege 100% discount on all fees

2. Athletic Scholars

Category A 100% discount on all fees

Category B 100% discount on tuition fee

Category C 50% discount on tuition fee

3. Barangay Official Scholars 100% discount on tuition fee

4. Sanguniang Kabataan Scholars 100% discount on tuition fee

5. Student Government President 100% discount on tuition fee

6. Northern Collegian(Editor-in-chief) 100% discount on tuition fee

C

GOVERNMENT SPONSORED SCHOLARSHIP

1. Ilocos Sur Educational Assistance & Scholarship Program (Provincial Scholars)

2.Candon City Scholars

3. Other Scholarship-Student Organization

4.Department of Science & Technology(DOST)

5. Cong.Eric D. Singson Scholarship Grants(CEDSSG)

6. Citizen's Battle Against Corruption(CIBAC)

7. National Tobacco Administration(NTA)

8. Expanded Students' Grants-in-Aid Program for Poverty Alleviation (ESGP-PA)

9. CHED Students Financial Assistance Programs (StuFAPs)

a. National Commision for Indigenous People(NCIP)

b. CHED Senate

C. DND-CHED-PASUC

D. Full Merit

E. Half Merit

F. Tulong Dunong

G. One Town One Scholar

H. CSSGP-CONG. DISTRICT

IV PRIVATE SPONSORED SCHOLARSHIP PROGRAMS

1. Candonians of Hawaii Scholars

2. Candonians of Southern California Scholars

3. Candonians of Northern California Scholars

4. Eva & Eduardson Foundation

5. Wong Chu King Foundation

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CITIZENS CHARTER PROCESS

FRONTLINE SERVICES: NAME OF OFFICE: REGISTRAR Frontline Service: Enrolment Clients: Incoming First Year Students, Transferee Requirements: Form 138, Birth Certificate, Notice of Acceptance,

Certificate of Good Moral Character for all Entrants, 2 copies of ID pictures For transferee Honorable Dismissal, Certificate of Good Moral Character, OTR or Certifications of grades, Birth Certificate, Notice of Acceptance, 2 copies of ID picture.

Availability of Service: 8:00 am – 5:00 pm Maximum Duration of Process: 15 minutes Schedule of fees: Refer to the Accounting Office How to Avail the Service:

Steps / Process Office-in-Charge

Duration

No. Client Service Provided

1 Secure Acceptance slip from the Program Dean.

Issue acceptance slip

Dean’s Office

5 minutes

2 Submit requirements for enrollment.

Verify & assess the requirements and issue registration form.

Registrar’s Office

5 minutes

3 Get class schedule & fill-up registration form.

Review, check entries and sign


2 minutes

4 Assessment of fees. Assess the school fees to be paid by the student


2 minutes

5 Proceed to the Cashier’s Office for payment of fees

Issue receipt of payment

Cashier’s Office

1 minute

6 Proceed to Library Library Card Validation

Library

Frontline Service: Issuance of Official Transcript of Records Clients: Students and Graduates Requirements: Clearance, latest ID picture, School ID Availability of Service: 8:00 am – 5:00 pm Schedule of fees: 40.00 / page (first copy), 80.00/page (second copy) Maximum Duration of Process: 3 days How to Avail the Service:


Duration


1 Secure clearance form Issue clearance form


1 minute

2 Present duly accomplished clearance form

Check and verify


1 minute

3 Proceed to Cashier’s Office and pay the required fees.

Issue official receipt

Cashier’s Office

1 minute

4 Claim the document Issue the document


3 days

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Frontline Service: Certificate of Enrolment and Billing

Clients: Students Requirements: Registration form, School ID duly validated Availability of Service: Monday to Friday 8:00 am – 5:00 pm Schedule of fees: 30.00 Maximum Duration of Process: 5 minutes

How to Avail the Service:


Duration

No. Client Service Provided 1 Present ID card and

registration form Check, verify and process the document needed


3 minutes

2 Proceed to Cashier’s office and pay

Issue official receipt Cashier’s Office

1 minute

3 Claim the documents needed

issue the document Registrar’s Office

1 minute

Frontline Service: Issuance of Certification of Grades Clients: Students Requirements: ID card duly validated Availability of Service: Monday to Friday 8:00 am – 5:00 pm Schedule of fees: 30.00 Maximum Duration of Process: 10 minutes

How to Avail the Service:


Duration


1 Proceed to Cashier’s Office and Pay the document

Issue official receipt form

Cashier’s Office

1 minute

2 Present ID Card and Official Receipt

Process the certification of grades


1 day

3 Claim the document (ID card must be presented)

Release the certification of grades


1 minute

Frontline Service: Issuance of Second Copy of Lost or Damaged Diploma / Certificate

Clients: Graduates and their immediate relatives Requirements: Letter request of the student for a 2nd copy of

his/her diploma. Affidavit of loss duly notarized. Authorization letter (if the student cannot personally file and claim the document, and any proof of identity of the person authorized to file / claim such document)

Availability of Service: Monday to Friday 8:00 am – 5:00 pm Schedule of fees: 100.00 Maximum Duration of Process: I day How to Avail the Service:


Duration

No. Client Service Provided 1 Submit a letter

request and affidavit of loss duly notarized

Check and verify records

Registrar’s Office 5 minutes

2. Proceed to cashier’s office and pay


Cashier’s Office 1 minute

3 Present official receipt

Process the document

Registrar’s Office 2 days

4 Claim the document Release the document


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Frontline Service: Evaluation of Student Records Clients: Students Requirements: School ID duly validated Availability of Service: Monday to Friday 8:00 am – 5:00 pm Schedule of fees: No fees required Maximum Duration of Process: 20 minutes How to Avail the Service:

Steps / Process Office-in-Charge Duration

No.

Client Service Provided

1 Request for evaluation Evaluate student Dean’s Office 5 minutes

2 See the registrar Check & verify record Registrar’s Office 20 minutes

Frontline Service: Issuance of Transfer Credentials Clients: Students Requirements: School ID duly validated Availability of Service: Monday to Friday 8:00 am – 5:00 pm Schedule of fees: P 120.00 Maximum Duration of Process: 20 minutes How to Avail the Service:


Duration No. Client Service Provided

1 Present duly accomplished clearance form

Check and verify the clearance


2 Proceed to cashier’s office and pay the required fees


Cashier’s Office 1 minute

3 Submit clearance, ID picture and official receipt

Process the transfer credentials


4 Claim the document Issue the document

Registrar’s Office 1 minute

Frontline Service: Issuance of Replacement ID due to Loss / Wear and Tear Clients: Students currently enrolled Requirements: Registration form marked “Enrolled” Availability of Service: Monday to Friday 8:00 am – 5:00 pm Schedule of fees: P 80.00 Maximum Duration of Process: 10 minutes How to Avail the Service:


Duration


1 Present registration form and affidavit of loss duly notarized.

Interview and assess the damage of the ID if it needs to be replaced


5 minutes

2 Proceed to cashier’s office and pay the required fees


Cashier’s Office

1 minute

3 Proceed to data capturing

Take picture and signature

Academic Affair’s Office

5 minutes

4 Check if all entries are correct and if picture is clear and satisfactory

Print the ID Academic Affair’s Office

1 minute

5 Claim the ID Issue the ID Academic Affair’s Office

1 minute

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Name of Office: ACCOUNTING Frontline Service: Issuance of Test Permit Clients: Students (currently and officially enrolled) Requirements: Valid school ID, official receipts and duly

accomplished clearance Availability of Service: Monday to Friday (8:00 am – 5:00 pm) Schedule of fees: No fees required Maximum Duration of Process: 1 minute How to Avail the Service:

No. Steps / Process Office-in-Charge

Duration


1 Present school ID, latest official receipt and a duly accomplished clearance form

Check and verify signatures. Check student’s accounts balances Issue test permits

Accounting 1 minute

Frontline Service: Re-assessment of Fees and Updating Students’ Balances Clients: Students (currently and officially enrolled) Requirements: Official receipt and assessment form Availability of Service: Monday to Friday (8:00 am – 5:00 pm) Schedule of fees: No fees required Maximum Duration of Process: 1 minute How to Avail the Service:


Duration


1 Present official receipt and assessment form

Check, review and

evaluate the documents

presented

Accounting 1 minute

Name of Office: CASHIER Frontline Service: Issuance of Official Receipt Clients: Students and others Requirements: School ID and assessment form for students,

valid and other necessary documents for other clients

Availability of Service: Monday to Friday (8:00 am – 5:00 pm) Schedule of fees: No fees required Maximum Duration of Process: 3 minutes How to Avail the Service:

No. Steps / Process Office-in-

Charge

Duration


1 Present school ID (and/or other documents)

Check and evaluate Clerk 1 minute

2 Give exact amount of payment of required fees

Enter payments, then print O.R

Clerk 1 minute

3 Receives the Official Receipt

Issue O.R Clerk 1 minutes

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Name of Office: GUIDANCE AND COUNSELING OFFICE Frontline Service: Issuance of Certification of Good Moral

Character Clients: Students and Graduates Requirements: Valid ID/School ID and Availability of Service: Monday to Friday 8:00 am – 5:00 pm Schedule of Fees: P30.00 Duration of Service: 12 minutes Process of availing the Service:

No. Steps / Process Office / Person

Responsible

Duration Client Service Provided

1 Request for CGMC Fill up request form

Entertain Request Ask the client to fill up form

Guidance Counselor

5 minutes

2 Pay P30.00 at the Cashier’s Office

Receive the payment and issue Official Receipt

Cashier 1 minute

3 ( while client pays at the Cashier’s Office )

Check record and prepare/print CGMC

Guidance Counselor

5 minutes

4 Present O.R and Claim the document

Receive and record receipt number and issue the CGMC

Guidance Counselor

1 minute

Frontline Service: Issuance of Pass Slip Clients: NLPSC Students Requirements: Medical Certificate/Excuse Letter signed by Parent or Guardian Availability of Service: Monday to Friday 8:00a.m 12:00/ 1:00-5:00 Schedule of Fees: No fees required Duration of Service: 7 minutes Process of availing the Service

No. Steps/Process Office/Person Responsible

Duration

Client Service Provided 1 Present Medical

Cert./Excuse Letter Indicating reason of absence

Issue Pass Slip Form

Guidance Counselor

1 minute

2 Fill up Pass Slip Form

Analyze content of Med. Cert./Excuse Letter Clarify or interview if necessary

Guidance Counselor

3 minutes

3 Submit filled up Pass Slip Form to the attending Guidance Counselor

Receive, put recommendation, sign on it and record the issuance of the Pass Slip

Guidance Counselor

2 minutes

4 Receive Pass Slip Release Pass Slip Guidance Counselor

1 minute

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Frontline Service: Counseling Clients: Students Requirements: School ID Availability of Service: Monday to Friday 8:00a.m 12:00/ 1:00-5:00

Schedule of Fees: No fees required

Duration of Service: 55 minutes Process of availing the Service

No. Steps/Process Office/Person

Responsible

Duration


1 Log in the record book

Invite the client to the counseling room

Guidance Counselor

1 minute

2 Enter to the counseling room

Counselor establish rapport with the counselee

Guidance Counselor

5 minutes

3 Opens up the problem to the counselor

Listen and facilitate Guidance Counselor

30 minutes

4

Summarize what transpired during the counseling session and help the counselee develop insights which lead him to a course of action. (Appointment for another session may be made depending on the case or problem confronting the client)

Guidance Counselor

15 minutes

5 Record the counseling session Guidance Counselor

4 minutes

Name of Office: Library Frontline Service: Lending of Books Clients: Students Requirements: Library Card Availability of Service: Monday to Friday (7:30 am – 5:30 pm) Saturday – 7:30am – 4:30pm Maximum Duration of Process: 16 minutes How to Avail the Service:

No. Steps / Process Office / Person

Responsible

Duration Client Service

Provided 1 Deposit things in the

baggage counter

STUDENTS

LIBRARIAN AND OFFICE

STAFF

1 minute

2 Register in the Library Users Logbook

1 minute

3 Locate the availability of the books to be use

1 minute

4 Present your library card at the Control Desk/Counter

1 minute

5 Use the library catalog to find /locate the books

2 minutes

6 Take the books to the control desk, fill up the Book card for each book then give it to the library staff on duty

2 minutes

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7 After using the books, returned them to the control desk or Library staff on duty and claim your library card

2 minutes

8 Overnight borrowing is available starting 3:00 in the afternoon.

9 A student can borrow up to 2 titles at one time

10 Provides requested references materials to the different clienteles.

1 minute

11 Instruct and assist students, faculty and staff members in the effective and creative use of the library.

Students, faculty and

staffs

5 minutes

Frontline Service: Multimedia/Internet Services Clients: Students Requirements: Library Card Maximum Duration of Process: 5 minutes Availability of Service: Monday to Friday (8:00 am – 5:00 pm) How to Avail the Service:


Duration


1 Assist student in using internet/ multimedia

LIBRARIAN AND OFFICE STAFF

5 minutes

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PUBLIC ASSISTANCE AND COMPLAINTS DESK AND HOTLINES

In line with our commitment to combat graft and corruption in our ranks, we have provided the following public assistance which was purposely set-up to effectively receive feedback and monitor customer satisfaction. HOTLINE NUMBERS: President’s Office (077) 644-0210, [email protected] Dr. Elizabeth M. Gacusana - OIC, Office of the President Mrs. Filipinas M. Gasalao - Executive Assistant to the OIC President Office of the Director for Academic Affairs (077) 742-4192 [email protected] Mrs. Estrella C. Gaerlan - Director for Academic Affairs Mrs. Elizabeth M Velasco - Coordinator for Instruction Office of the Director for Administration and Finance Services (077) 742-4192 / Trunk line No.: 605,malinnag.nlpsc @gmail.com Dr. Andres T. Malinnag, Jr. - Director for Administrative and Finance Services

PERFORMANCE PLEDGE

We, the officials and employees of the North Luzon Philippines State College commit ourselves to provide speedy and quality service delivery to our clientele, which nurtures the aim for Excellence with full of Dynamism and in the spirit of Service from 8:00 am to 5:00 pm even during lunch break.

We gratefully appreciate your comments and suggestions to improve our services. Please contact us at our:

E-mail Address: [email protected] Tel. No.: (077) 644-0201 Office of the President

NLPSC Management

mailto:[email protected]

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FEEDBACK AND REDRESS MECHANISM

All offices are required to let their clients fill up a Customer Feedback form to be dropped at the Suggestions Box or submitted immediately to the Public Assistance and Complaints Desk located at the lobby of the Administration building.

If a customer is not satisfied with the service provided, he/she can go directly to the Public Assistance and Complaints Desk located at located at the lobby of the Administration building. The NLPSC personnel duty of the day will immediately call the concerned staff to discuss and resolve the issue in the presence of the customer. FILING A COMPLAINT

No. Clients Steps

Procedure Office / Person

Responsible

Duration

1 Present written complaint

Review the document, mark “Received,” affix his/her initials and return the second copy to the complainant

Director for Administrative and Finance Services

1 minute

2 Wait for his name to be called

Present the written complaint to the Director for Administration and Finance

Director for Administrative and Finance Services

1 minute

3 Calls the concerned staff Director for Administrative and Finance Services

1 minute

4 Discuss and resolve the issue

Heads of Offices concerned

2 minutes

FEEDBACK ABOUT SERVICES RENDERED No. Client Procedure Service

Provided Person /

Office in Charge

1 Secure form from the information desk

Assess the feedback

Administration and Finance Services

2 Fill up and drop or submit accomplished forms for your feedback about services rendered by the NLPSC

Check and verify information

Director for Administration and Finance

CLIENT FEEDBACK FORM

Dear Client,

Kindly accomplish this form: the NLPSC will be very grateful to whatever feedback you shall give. This feedback will surely help the management improve its services to its clients like you.

We are always ready to serve you every time you transact business with us.

Thank you very much for your time.

NLPSC Management

Name: ____________________________________________________ Address: ___________________________________________________ Telephone / Cell Phone No.: ___________________________________ Email Address: ______________________________________________

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BUSINESS TRANSACTION: Purpose of the business transaction __________________________________________________________________

__________________________________________________________________

__________________________________________________________________

Date of the business transaction _________________________________________________________________ Office where the business transaction transpired __________________________________________________________________

__________________________________________________________________

__________________________________________________________________

Person dealt with business __________________________________________________________________

__________________________________________________________________

__________________________________________________________________

Feedback: (Comments and Suggestions) __________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

Thank you!

NLPSC CITIZEN’S CHARTER TEAM

Team Leader Dr. Severino G. Alviento

Members: Mrs. Lorebel S. Domingo Registrar II

Mrs. Eden C. Cortez Budget Officer Mrs. Thelma R. Gacusana Accountant Mrs. Marissa Ll. Mones Cashier 2 Mr. Samson C. Nisperos Guidance Counselor Mrs. Ailene V. Joven

Librarian II

Republic of the Philippines FOREWORD NORTH LUZON...

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