The reality of implementing social security policies at the grassroots level shows that communication skills, respectful attitudes and empathy of officials are indispensable factors in the process of performing public duties. In all cases, especially when unexpected problems or errors arise, a gentle and sincere approach will contribute to resolving and solving problems most effectively.
As a recent incident in the province shows, the situation is small but if the local authorities do not resolve it promptly, it can lead to complications. The mother of T., a child with a particularly severe disability, went to the commune People's Committee to receive her monthly social allowance as usual. During the review process, the staff discovered that T. had turned 16 more than 3 months ago, the age limit required to adjust the allowance level according to Decree No. 20/2021/ND-CP.
According to regulations, the social allowance level for people with severe and extremely severe disabilities varies depending on age, in which children and the elderly often receive higher levels. Therefore, when the subject moves to another age group, the competent authority needs to update the appropriate allowance level.
However, because the local authorities had not yet adjusted the records in time, T. continued to receive the old subsidy for a short period of time. Upon discovery, the cultural and social officer in charge of social protection work of the commune made a record and carried out procedures to recover the difference according to regulations.
What made T.'s family worried was not only the amount of money that had to be repaid, but also the way the officials initially communicated the situation, lacking tact and subtlety in a sensitive situation. T.'s parents went to the provincial authority to complain.
Immediately after receiving the information, the leaders of the commune People's Committee promptly invited T.'s family to discuss, frankly accepting responsibility for the shortcomings in the communication style of the staff performing the task, and directly apologized and provided specific instructions on how to repay the difference each month. The flexible and reasonable handling of the commune government has somewhat eased the people's psychology in difficult circumstances, especially when T. has cerebral palsy and needs full-time care.
Article 8 of Decree No. 20/2021/ND-CP stipulates that the People's Committee at the commune level is responsible for regularly reviewing and updating information on the age, status and subsidy level of each subject. However, in many localities, this is still done manually, while the number of subjects is increasing. This is the cause of delayed updates, which is prone to errors.
If the locality manages the subjects on the online social assistance policy registration and settlement system software (https://dvcbtxh.molisa.gov.vn/), the system will automatically warn when the subject reaches the age that needs adjustment, helping officers handle the matter more promptly and accurately.
In reality, most policy officers at the grassroots level have a high sense of responsibility and strive to ensure that social security policies reach the right people at the right time. However, the constant pressure of work, the requirement to update regulations, flexibly handle arising situations, and at the same time maintain a dedicated and close-to-the-people attitude, are not simple requirements.
Therefore, social administrative skills, especially listening and communication skills, need to be emphasized in training and development programs for cadres. In many cases, a sincere explanation and a gentle attitude are more effective than dry regulations on paper.
Currently, most localities in the province have proactively deployed software to manage social assistance beneficiaries and have initially brought positive results. The application of technology helps to update information quickly, limit errors, and at the same time provide better support in statistics, reporting and record management. This is a direction that needs to continue to be replicated, moving towards synchronization throughout the province, in line with the digital transformation roadmap in the field of social security.
Along with that, paying subsidies through bank accounts is also an effective solution, not only ensuring transparency but also creating favorable conditions for people and reducing pressure on grassroots staff.
Social security policy is not just about numbers or administrative procedures, but also about the bond and sharing between the government and the people. There, each officer performing his duties is a bridge of trust, where a dedicated, friendly, and respectful attitude will always be a solid support for the people, especially those who are facing difficulties in life.
Yen Thanh
Source: https://baotayninh.vn/ky-nang-giao-tiep-thai-do-ton-trong-va-su-dong-cam-cua-can-bo-la-yeu-to-khong-the-thieu-trong-qua-t-a191303.html
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