SASSA WESTERN CAPE STAKEHOLDER UPDATE MARCH/APRIL 2010

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1 SASSA WESTERN CAPE STAKEHOLDER UPDATE MARCH/APRIL 2010 Vision A comprehensive social security service that assists people in being self -sufficient and supporting those in need. Mission To manage quality social security services, to eligible and potential beneficiaries, effectively and efficiently. In this edition Black Sash Community MAP Report New Grant Amounts ( 01 April 2010) Toebroodjies vir Oues Project-Community Assistance at the SASSA Belville Local Office The Review Process frequently asked questions/answers we care, we bring hope, we are people-centred

2 WESTERN CAPE STAKEHOLDER E-NEWSLETTER March/April 2010 Section 27 of the South African Constitution: Everyone has the right to have access to: (a) health care services, (b) sufficient food and water, (c) social security, including, if they are unable to support themselves and their dependants, appropriate social assistance. The state must take reasonable legislative and other measures, within its available resources, to achieve the progressive realisation of each of these rights. SASSA and the Black Sash affirming commitment to providing more accessible social security services in the true spirit of UBUNTU The Black Sash, a human rights organisation active for the past 55 years in South Africa, works to alleviate poverty and inequality; and is committed to building a culture of rights-with-responsibilities in South Africa. In addition to the organisation s commitment to poverty eradication the Black Sash aims to create a society that has comprehensive social protection for the most vulnerable. The issue of quality service delivery is a key factor that the society is able to tackle and civil society has the responsibility of holding government accountable for delivering services to the public appropriately, effectively, affordably and with dignity as is promised in service delivery norms and standards. During October 2009, the Black Sash Cape Town Regional Office began the implementation of Phase 1 of the first in a series of national pilots for the Community Monitoring and Advocacy Project. The implementation came after months of rigorous planning and consultation with project partners and intense negotiations with relevant government departments. The objectives of the project were to : assess and report on the quality of service delivery in specified government departments and municipalities across South Africa as experienced by beneficiaries develop a system for civil society organisations and community members to hold government accountable for the principles of Batho Pele as well as specific norms and standards that govern service delivery and promise excellence The Black Sash Community MAP Project aims to empower communities to access their rights to social protection, civic and immigration services. It further seeks to encourage beneficiaries to appraise the quality of services received and though monitors drawn from credible community organisation networks, provide beneficiaries the opportunity to express their concerns and appreciation. A total of 27 Monitors selected from community based partner organisations and networks, visited 30 SASSA service points in 14 districts in the Cape Town Metro, Boland/Overberg, and Eden/Karoo Districts. The findings and recommendations of this project were discussed between SASSA and the Black Sash and the actions were mutually accepted by both parties in the interests of service delivery excellence. Communications and Marketing SASSA Western Cape Region (021)

3 Black Sash/SASSA The Black Sash made recommendations to SASSA Western Cape under the following categories: Time ( opening & closing times of service points and turn around time in respect of assisting beneficiaries) It was recommended that SASSA investigate any issues of unacceptably long waiting periods to reduce the waiting period at all sites to a maximum of two hours by the end of In addition to this, SASSA was requested to be more visible at sites and to increase visits to sites rendering services to a minimum of twice a week and to consider instituting an appointment system and a floating official to speed up the services rendered at sites. Venue ( Physical state of the venue, availability of amenities ) The recommendation in respect of venues was that SASSA equip all service sites with suitable seating arrangements for beneficiaries to comply with the average waiting time for a chair. Sites must be adjusted against the Disability Framework, temporary disability accessible toilets must be accessed, with a plan for permanent facilities in the future. Home visits to be prioritised for beneficiaries who are too old or frail to wait in queues. Security Beneficiaries often wait in long queues which could result in a security risk due to unprotected areas. The employment of security guards and an agreement with SAPS were recommended as options to improve security at all SASSA service sites. Transport ( mode of transport used by beneficiaries, travelling time and cost) Although services provided by SASSA were accessible, monitors observed that the amount of time spent to access services at service points impacted negatively on SASSA s commitment of bringing services closer to the communities. The Black Sash recommendation was for SASSA to continue rendering services to the public at sites that are demographically positioned in marginalised communities. Personnel The Black Sash recommended that a floating official be deployed at all service sites to eliminate applicants waiting in long queues for documentation and that dedicated officials are employed in the new financial year to ensure that the concept of a floating official is fully functional at all areas of service. SASSA officials should be easily identifiable to the public by the official sassa name tag and should adhere to the Batho Pele principles when rendering services to the people. Systems used at local offices should be extended to service points and personnel must be equipped with relevant technology as a means of effective operations. Language & Communication VREDENBURG LOCAL SASSA officials must be kept updated on legislative changes to the social grants system in order to relay the message to clients. Suitable beneficiary education material in appropriate languages must be displayed and distributed at all service OFFICE sites to heighten awareness to clients. To address any possible gaps in communication, sign language interpreters must be available for disabled clients and all front line officials who interact directly with the public must be fluent in the clients language of choice. Beneficiary education drives and awareness campaigns should form part of SASSA s ongoing communication channels. Processing of Grants The Grants Application System and verification should take a maximum of 45 minutes each for completion. The administrative support, technology and personnel available at local offices must be extended to satellite service points and all clients must be provided with a receipt for any service that was accessed. The following immediate corrective measures were implemented by SASSA Western Cape at all sixteen local offices across the Region in an effort towards sustaining a quality customer centric service: All SASSA officials were instructed to wear name tags while on duty. A system was implemented for new or replacement name tags to ensure that every SASSA official is easily identifiable to the public. With effect from 01 April 2010 operating hours for service points is as follows: Urban service points: 08h30-15h30 Rural service points: 09h00-15h00 All SASSA contact points ( local offices, satellite and service points) must utilise a queue walker effectively The SASSA Customer Care Charter must be visibly displayed at all points of service as a commitment of quality services to the public and the feedback mechanisms that can be utilised to inform us of service delivery gaps A notice must be visibly displayed at all contact points, informing the beneficiary of their right to access the Office Manager and /or the Operations Manager if they have visited the office in access of three visits without any progress or conclusion of their matters In addition to the corrective measures implemented by SASSA, a set of guidelines was made available to all Local Offices in the Region to improve the quality of services rendered to Local Offices and service points and to deal with possible challenges that arise. The Agency contracted a service provider to provide security services at local offices and service points and an existing service level agreement with the Department of Social Development is in place to provide security services to the additional eleven local offices. A meeting with the Provincial Commissioner of the SAPS has successfully taken place to explore the possible partnership with the SAPS in ensuring that our contact points are safely accessible to the public. SASSA Head Office intends to implement the Interim Grant Application Process 3 Step Process ( IGAP 3 Step Process) at all satellite and service points as well as at all local offices. The online completion of applications will allow the client to leave the contact point with notification of the outcome of the application.maintenance queries which were previously resolved in 6 weeks are resolved within 2 working days; Transfer of beneficiaries record on the SOCPEN System from other Provinces is quicker and more efficient since the function is allocated to the Local Offices. All SASSA officials will be provided with branded clothing attire, in addition to name tags being mandatory. All service and pay points will be adequately branded in the new financial year, beneficiary education material in English, Afrikaans and Xhosa will be available at all contact points. Local Offices continue to engage in community dialogues as part of the beneficiary education drive and radio /advertising slots are secured with all community radio stations in English, Afrikaans and Xhosa to highlight policy changes to the public.

4 Black Sash/SASSA In the Service Delivery Review ( Volume 7 No 2 of 2009), the following statement was made in respect of the services rendered by the Western Cape Region of SASSA: Firstly, our engagement with the South African Social Security Agency (SASSA) since its inception has been largely positive. Social grant administration has been good for years in the Western Cape. Access and process have been excellent, although there has been a problem of not having enough staff to address the need. VREDENBURG LOCAL OFFICE Our staff have worked in, among others, Lwandle, Masiphumelele, George and Khayelitsha and report that, from the time of application, beneficiaries who qualify typically receive a grant within 21 days (as in the case of Khayelitsha). We are of the view that this has been in part due to the fact that SASSA, as a public entity, acknowledged, signed and committed itself to uphold the Batho Pele principles. SASSA would like to reaffirm its commitment to poverty eradication through sustained partnerships and regular consultation with you, our valued stakeholders. In addition to transparency, our focus is on voluntary participation as a means of extending our services, making them more accessible and increasing awareness of the Agency and its customer care-centered benefits administration and management system. Our stakeholders are often the sphere that is closest to communities, which in turn places an onus on our valued partners to convey our message to communities and the public that SASSA is committed to efficient service delivery as we continuously reinvent the Agency as a catalyst in mitigating the devastating effects of poverty among our people. This strategy is in line with government s new approach whereby outcomes, outputs, indicators and targets are unambiguously stated and clearly measurable. We rely on the support of our partnerships to ensure that we enhance our capability to deliver quality services in line with our mandate. The Agency has a national footprint that enables it to reach over thirteen million most vulnerable members of society and with the continued feedback and support from our partners and stakeholders SASSA, we can ensure access to social services by the eligible persons whilst eliminating unlawful and irregular access by those who do not qualify. MONTHLY GRANT AMOUNTS AS FROM 01 APRIL 2010 Child Support Grant R 250 Foster Child Grant R 710 Care Dependency Grant R 1080 Disability Grant R 1080 Older Person s Grant R 1080 War Veteran s Grant R 1100 Grant in Aid R 250

5 COMMUNITY ASSISTANCE FOR OLD AGE GRANT BENEFICIARIES A community project to assist the aged waiting in line to be registered for a social pension has really taken off in a big way at the South African Social Security (SASSA) Local Office in Belville. The Toebroodjies vir Oues Project (POP) as it is now affectionately called, was initiated when the Regional Executive Manager for SASSA, Dr Waldie Terblanche, was approached by local Councillor, Werner Schwella last year. A formal meeting took place in December 2009 between the Regional Executive Manager for SASSA in the Western Cape, Belville Local Office Management and Councillor Werner Schwella and his delegation where consensus was reached that this concept of providing sandwiches to the old age beneficiaries who access the Belville Local Office was an idea worth the investment and support by all relevant stakeholders. With the help of volunteers and enthusiastic sponsors, the dream was transformed into reality to give some sustenance to the approximately 200 people of whom some start to queue at 03:00 on a Monday morning at the Fintrust Building at Mazzur Street, Oakdale. The project provides sandwiches (toebroodjies) to old age clients every last Monday of the month and was initiated on the 25 January This may become a weekly event and warm or cooldrinks may accompany the sandwiches depending on availability of resources and sponsorship. A total of one hundred and fifty to two hundred clients visit the Bellville Local Office and these clients will benefit from this initiative when refreshments will be served to clients from 09H00 to 10H00. It is heart warming to see the elderly from all walks of life just light up with gratitude when they each receive a packet with two slices of bread prepared by the squad of volunteers and there is equal joy experienced by the able volunteers who hand out this gift of love on behalf of all in the community. Many expressed their thanks, all cheered and a few just could not wait to tuck into the sandwiches. One lady said: Thanks for the Valentine s Day surprise! I feel so much better now that I had something to eat today. The sandwiches are also essential to maintain blood sugar levels, especially for those beneficiaries who have to take medication. Staff at the Belville Local Office reported that beneficiaries are far more relaxed after having something to eat. Since the inception of this project through which we can honour our older citizens and do something special for them, so many people selflessly chipped in by donating funds, ingredients for sandwiches or package material and labour. Vouchers were also donated by Checkers/Shoprite to assist in this noble project. The cost to supply sandwiches for a day (20 loaves of bread and spread) is approximately R400 (R2 per person). The future plan is to add a fruit or something to drink (cold drink or soup on colder days) during the next visit. Members of the community interested in assisting or making donations to this project can contact : Magda Gildenhuys at / , Cheryl Cowley at / or Werner Schwella at / In addition to providing sustenance to the elderly, Councillor Schwella and other commissioners of oaths volunteered a service to verify documents with affidavits on site for the older people in order for them not to leave the premises to go to the police station and back which could prove to be a distance to cover by foot, especially to our older and frail beneficiaries. SASSA hopes to roll out this initiative to all sixteen local offices in the Region and would like to encourage members of the community to assist in making this project a reality at all sixteen local offices in the Western Cape Region by offering the service as volunteers and in the way of sponsorships.

6 The Grants Review Process Frequently Asked Questions on the Social Grant Review Process Why must I review? The annual review of grants is a legislative requirement and is critical in addressing fraud and erroneous beneficiaries on the Social Assistance Safety Net. Who must review? Beneficiaries who receive their grant through a bank, with the help of a procurator or administrator and staying in institutions like Old Age Homes, must complete and submit an annual life certificate. Beneficiaries who have any income and/ or assets must complete an annual income review. Compliance reviews are done where information exists that a beneficiary s circumstances has or may have changed. The Agency, may, at any time from the date of application for a disability grant, request the beneficiary to undergo a medical assessment. Refugees who must confirm their refugee status every 2 years. A Foster Child Grant will be reviewed upon expiry of the court order or extension order. Who must not review? Beneficiaries who personally take receipt of their money via a cash contractor and who do not have any income and/ or assets, are not required to review. What is the process that must be followed to review? Beneficiaries that must be reviewed will be informed via post, 3 months prior to the actual review date and are also informed about the required information that they must submit. Life certificates can be completed by a Commissioner of Oaths and posted to or handed in at the nearest SASSA Local Office or service point in the Western Cape. For any other review, beneficiaries are required to visit the nearest SASSA Local Office or service point. E.g. If you live in Mossel Bay, you must visit the service office in Mossel Bay. The Regional Office in Cape Town must not be visited. What documents do I need to review? 13 Digit bar coded id of yourself and spouse where applicable. Proof of marital status (e.g. marriage certificate/ divorce order and settlement order/ death certificate) Discharge certificate if you receive a war veterans grant. Proof of all assets and income (e.g. fixed assets rates paper including value of property, investments e.g. fixed deposits, last 3 months bank statements on all accounts held, unit trusts, cash, annuities, private pensions from former employers, interest on fixed investments or any other income). Completed employer s certificate in terms of current employment or discharge. Extension order foster child grants. Proof of refugee status. Proof of application for a 13 digit bar coded identity document at the Department of Home Affairs. What will happen if I do not review? If you fail to adhere within 90 days of the notification to review your grant, a warning notification granting you a final 90 days will be issued. If for some reason you cannot review in time, you need to make representation to your nearest SASSA Local Office in writing, within 30 days from the date of the notification. Failure to review will lead to the suspension and ultimately the cancellation of your social grant. If you fail to adhere to the notification to submit a duly completed life certificate within 90 days from the notification, your grant will be suspended without any further warning. Suspended beneficiaries must visit their Local Office or service point to submit the required documentation. This must be done within 90 days of the suspension of the grant or the grant will lapse. Beneficiaries that still qualify will be reinstated from the month that follows the date of last payment, provided they submit all the required documentation within 90 days from date of suspension. What special arrangements are in place if I am bedridden? Very old and frail beneficiaries can contact their nearest Local Office for a home visit to complete the review.