The Department of Labor and Employment (DOLE) is training its Hotline 1349 agents in industry-standard customer service to provide faster, more empathetic assistance to workers with labor concerns.
In partnership with the Information Technology and Business Process Association of the Philippines (IBPAP) and global customer experience firm Foundever, DOLE is equipping hotline agents with skills to humanize every interaction.
The initiative underscores DOLE’s commitment to strengthening its frontline response system, recognizing Hotline 1349 as a vital lifeline for workers seeking help on wages, benefits, disputes, and other labor-related issues.
Information and Publication Service Director Rosalinda Pineda reminded agents of the impact of their work.
“I encourage everyone today to participate, ask questions, practice, and share experiences, because every skill you gain here translates to a better life for a worker and their family,” she said.
The Foundever-led training covered active listening, empathy, and effective communication, allowing agents to reflect on real cases and best practices in resolving labor issues.
IBPAP acknowledged the often unseen efforts of hotline personnel and pledged continued support for initiatives that strengthen the Filipino workforce.
This program builds on the August 2025 Memorandum of Agreement between Labor Secretary Bienvenido Laguesma and IBPAP to expand the JobStart Philippines Program, now including capacity building for Hotline 1349 agents under corporate social responsibility initiatives.
Workers with labor-related concerns may reach Hotline 1349 from Monday to Friday, 6 a.m. to 10 p.m.