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Pinoy Abroad

SSS to launch new contact center for OFWs


Starting October this year, close to one million overseas Filipino Workers (OFWs) will have easier means to benefit from the programs and services of the Social Security System (SSS).

In a statement Monday, the SSS said it will launch a newly created OFW Contact Center Unit (OFW-CSU) that will handle direct contact points for OFWs to allow for a more differentiated servicing and faster resolution of their SSS concerns.

For its initial operations, the OFW-CSU will provide dedicated e-mail support and local call services from 6 a.m. to 10 p.m. on weekdays.

In addition, a special assistance desk will be available at the SSS main office in Diliman, Quezon City, for walk-in transactions of OFWs, such as registration and issuance of SS numbers, enrolment in Flexi-fund Program, and verification of SSS records.

It will also provide OFW members assistance in filing their loans, benefit claims and other SSS applications.

“The creation of a specialized contact unit for OFWs will enable us to identify their distinct needs and address them accordingly,” said SSS senior vice president and international operations division head Judy Frances A. See in a statement Monday.

“It will also help us manage the level of transactions with other member service facilities more effectively,” she added.

OFWs and their families in the Philippines can reach the OFW-CSU by e-mail at ofw.relations@sss.gov.ph or through their service hotlines, (02) 364-7796 and (02) 374-7798.

See said additional channels and service facilities have been lined up for implementation to fully complement the unit's operations.

“We will open international toll-free numbers so OFWs across the globe can call us without having charges on their end,” she said. “OFW-CSU's operating hours will also be extended to 24/7 once the required systems are in place.”

Other services that will be rolled out soon include online contact points that utilize VoIP and instant messaging platforms.

The SSS reported a total of 983,262 OFW members as of June 2014. Based on the 2013 POEA Compendium of OFW Statistics, more than 1.8-million OFWs were deployed in 2013, of which 464,888 were new hires. —KBK, GMA News

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