LOI 35/04 TSAPA Memo Circular Nr 2004-10 re Pulis Magalang Program dtd Oct. 15, 2004; and Priority Program Thrust of CPNP.

The Chief, PNPs PROGRAM TRUSTS has provided the organization the opportunity to re-strategize and re-energize its programs. One of these is the enhancement of the administrative capability where the improvement of personnel and unit image is be being prioritize. It now becomes imperative that to create a positive perception of the PNP the Police Magalang program be reiterated among police officers.

Services to the public should be rendered with respect, courtesy, and smile which shall be a departure from the brusque and rude (Bastos at Suplado) PNP image. The services starts from the moment the client enters the Police Station or Office and when the frontliners approach the clients. The goal of the program is to established closer relationship to the people by accommodating their simple wishes and expectations.

This Memorandum is a reiteration of existing Memorandum-Circulars and Directives that set forth the policies, guidelines, and procedures that shall govern the implementation of this program.

To create a majority public perception that the PNP is composed of Police Officers who are always of service to the people, aimed in generating public trust, confidence and positive image.

To further create a positive perception of the PNP;To depart from the brusque and rude PNP image;To identify the PNP personnel and its services with a smile which connotes a positive illustration of the PNP as a whole.To incorporate the concept of client care giver in police services;To regard that every policeman is a friend.

Services to the public should be rendered with respect, courtesy and smile. PNP personnel shall be educated on current practices particularly on client management and care ; All PNP personnel specifically the frontliners must observe courtesy at all times. These fronliners include desk officers, traffics officer, Crime Investigators, Patrol Officers, PNP Personnel Incharge of Processing Claims, Benefits and other transactions, Base Police (particularly those assigned at the gates), Hospital Staff, Personnel Manning Checkpoint and the like.

Magandang umaga/hapon/ gabi po. Tuloy po kayo.Ano po ba maitutulong ng PNP sa inyo?Kukunin po namin ang detalye ng inyong reklamo. Magsasagawa po kami ng imbestigayon sa inyong reklamo.Good morning/afternoon/evening Sir/Mam.Please come in.How can we help you?Can we get details of your concern?Dont worry Sir/Mam, we will look into this.

Magandang umaga/hapon/gabi po.Sir/Mam, kayo po ay may nagawang paglabag sa batas, kayo po ay ____________ (sabihin ang nagawang paglabag).Pwede po bang makita ang inyong lisensya?Maari po ba namin kayong imbitahan sa aming istasyon para maidulog ang mga reklamo? Good morning/ afternoon/ evening, Sir/Mam.Sir/Mam, you have violated traffic rules and regulations, you have _________________ (state violations).May I see your drivers license?Sir/Mam, can I invite you in our station to bring this matter for proper action.

Magandang umaga/hapon/gabi po.Ano po maipaglilingkod namin sa inyo?Ano po ang nais ninyong ipaayos o i-follow-up?Maari po bang kunin ang inyong personal na mga detalye upang malaman po natin ang kalagayan ng inyong nais?Maari po kayong maupo habang naghihintay po kayo.Mam/Sir ang ____ (sabihin ang status ng kanyang itinatanong) Maraming salamat po.Good morning/ afternoon/ evening.How can we help you, sir/mam?What do you want to follow-up/process sir/mam?Can we get your personal details so that we can do action on your request?Please be seated.Sir/Mam, your request regarding ___________________ (state status of request).Thank you very much mam.

Magandang umaga/ hapon / gabi po.Saan po sila pupunta?Maari pong makuha ang inyong ID/lisensya?Paki buksan lang po ang trunks ng inyong sasakyan para ma-inspection namin?Maraming Salamat poGood morning /afternoon /evening.Sir/Mam, where will you go?May I have your ID/license?Kindly open the trunks of your car for our inspection.Thank you very much Sir/Mam

Sir/Mam, dito po ang tamang daanan para sa mga empleyado, at dito po ang sa mga panauhin.Maari po bang isabit lamang ang inyong ID.Kinakailangan pong mag log-in ang mga bisita at magiwan ng isang ID. Maari po bang doon tayo sa tamang tawiran tumawid?Maraming salamat po sa inyong kooperasyon.Sir/Mam, this is way for organic personnel and that one is for visitors.May we request organic personnel to pin their ID upon entry and for our visitor, kindly log-in for verification.Can we cross on pedestrian lane only and observe traffic rules around the camp.Thank you very much for your cooperation.

Magandang umaga/hapon/gabi poMaari po bang makita ang inyong ID para makuha po ang inyong medical records.Maari po munang maupo kayo habang naghihintay.(Sa mga attendant o nurse) Ano po ang nararamdaman nila mam/sir.May doktor po titingin sa inyo, mangyaring hintayin na tawagin ang pangalanMaraming salamat po. Good morning / afternoon /evening.May I have your ID to check for your medical records?Sir/Mam, please have a seat while you wait.(While Checking) How do you feel now, sir/mam?Sir/Mam, just wait for your name to be called, the doctor will be available to check you.Thank you sir/mam.

Magandang umaga/hapon/gabi poCheckpoint po ito.Mga pulis po kami na nakatalaga sa (Station/office)_____________.Paumanhin po sa abala.May inspeksyon lamang po kami kaugnay sa ______________ (dahilan).Maraming salamat po at maligayang paglalakbay. Ingat po kayo.Good morning/ afternoon/ evening.Sir/Mam, were conducting a checkpoint.We are police officers from (state station) Please bear with us. We are conducting checkpoint with regard to the ______________ (state reason why checkpoint is being conducted: ex. election, peace campaign, etc.)Thank you very much and happy trip.Take care and drive safely.

Sagutin ang telepono kapag narinig itong nag ring. Hindi dapat lalampas ng tatlong beses. 3 beses na tunog lamang ang pinakamatagal na pagsagot ng telepono. Gamitin ang BATAYAN sa PAGSAGOT ng TELEPONO kapag sasagutin ito. Magandang umaga/ha[pon/gabi po, KAMUNING POLICE STATION 1 PO, PO1 __________ (pangalan) Ano po ang maipaglilingkod namin sa inyo? Palaging kunin ang pangalan ng tumawag at ibang mahahalagang impormasyonkung kinakailangan.Answer the telephone within maximum of 3 rings.Use the TELEPHONE ANSWERING STANDARD (TAS) when answering telephone calls. Good morning/afternoon/evening Thank you for calling (name of station) EX: KAMUNING POLICE SATION 1, PO1 ________, May I help you Sir/Mam?.Always get the name of person and important information.

Magandang Umaga/ tanghali/ gabi?Ano po ang maipaglilingkod naming?Narinig po namin ang inilahad ninyong problema, Nais po naming ipabatid sa inyo na ito po ay hindi nasasakupan ng aming tanggapan.Ito po ay aming isusulat sa aming talaan. Bibigyan po namin kayo ng referral sa kinauukulang ahensya (NBI, DILG, BOF, BJMP, DSWD, atbp) upang malaman nila na kayo po ay dumulong sa amin.Sila po ang higit na nakakaalam at makakatulong sa ganitong sitwasyon.Maraming Salamat po.Good Morning/ Afternoon/ Evening.What can we do for you Sir/Mam?We have listened to your problems, however, as much as we would like to extend our assistance to you, this is not a concern of our agency/office.Sir/Mam, we will record this in our blotter and will give referral that you can bring this matter to _________ (NBI, DILG, BOF, BJMP, DSWD, etc). Their agency/office is the appropriate one to act on this matter.Thank you very much.

Magandang Umaga/ tanghali/gabi?Nais nyo po bang tumawid?/ Nabibigatan po ba kayo sa inyong dala?Kun inyo pong nanaisin ay tutulungan po namin kayo hanggang makatawid sa kabila? / matulungan sa pagdala ng inyong bagay?Sige po at aming kasiyahan na matulungan kayo.Good Morning/ Afternoon/ Evening.Sir/Mam, are you going to cross the street? / Is your thing heavy?If you will allow Sir/Mam, I will assists you in crossing the street/ I will carry your things?Sir/Mam, it is our pleasure to help you.

Magandang Umaga/ tanghali / gabi?Ano po ang maipaglilingkod naming sa inyo?Ang amin pong ahensiya ay may nakalaang tanggapan para sa tulad ng inyong inihaain na problema, ito po ang Women and Children Desk.Sila po ang higit nanakaalam ng magiging maayos at tamang proseso upang ang inyong inihahain ay matugunan ng tama.Good Morning/ Afternoon/ Evening.What can we do for you sir/mam?We have a Women and Childrens Desk that can assists you in your concerns. They are the one suited/fitted for this problems.They know the right process for the immediate and best result.