- ps@childrenservices.go.ke
- +254 (020)2729800
- Toll Free: 116
Service Charter
Citizen Service Delivery Charter
| S/NO. | SERVICE/GOODS | CUSTOMER REQUIREMENT(S) TO OBTAIN THE SERVICE/GOODS | COST OF SERVICE/GOODS | TIMELINE |
| 1. | Response to Children Rights’ violations cases | Call Mobile 116 | Free | Immediately |
| Emails | Free | 20 Minutes | ||
| Walk in person | Free | 20 Minutes | ||
| Letters | Free | 24 hours | ||
| 2. | Case Assessment and Planning | Child presented or represented by Parent/Caregiver | Free | 1 Working Day |
| 3. | Child Rescue | Provide relevant information and support documents where necessary | Free | 1 Working Day |
| 4. | Child placement in places of Safety | Provide relevant information and support documents where necessary | Free | 1 Working Day |
| 5. | Family Tracing and Reunification | Provide relevant information and support documents where necessary | Free | 14 Working Days |
| 6. | Home Visits and Family Assessments | Provide relevant information and support documents where necessary | Free | 5 Working Days |
| 7. | Preparation of Care and Protection Reports | Provide relevant information and support documents where necessary | Free | 7 Working Days |
| 8. | Preparation and filing of Child Assessment Reports to Courts | Provide relevant information and support documents where necessary | Free | 2 Working Days |
| 9. | Confirmation of Vacancies for Children to be placed in Statutory Children Institutions | Provide relevant information and support documents where necessary (Birth Certificates, age assessment, school reports) | Free | 1 Working Day |
| 10. | Escorting of Committed Children to Reception and Classification Centres | Provide relevant information and support documents where necessary (Birth Certificates, age assessment, school reports) | Free | 7 Working Days |
| 11. | Case and family Conferencing | Provide relevant information and support documents where necessary | Free | 21 Days |
| 12. | Preparation of Environmental Adjustment Reports | Provide relevant information and support documents where necessary | Free | 21 Days |
| 13. | Child Reintegration after completion of placement period | Receive the Child where applicable, cooperate with the process and provide all needed support to the child | Free | Immediate |
| 14. | Submission of Adoption Reports to the High Court | Court Order | Free | 45 Days |
| 15. | Foster Care Services | Provide relevant information and support documents | Free | 14 Working Days |
| 16. | Kafaala Services | Provide relevant information and support documents | Free | 14 Working Days |
| 17. | Clearance for foreign travel for Children unaccompanied by parents or legal guardians | Provide relevant information and support documents | Free | 7 Days |
| 18. | Administration and management of Orphans and Vulnerable Children Cash Transfer Programme | As per the cash transfer guidelines | Free | Continuous |
| 19. | Response to phone calls (Landline or any other official line) | Phone call | Free | 15 Seconds |
| 20. | Response to Walk-in clients | Walk-in and make the enquiry | Free | 1 Minute |
| 21. | Response to correspondence | Written correspondence (Letters) | Free | 5 Working Days |
| Email and social media (Twitter, Facebook) | Free | 1 Working Day | ||
| 22. | Response to public complaints and grievances | Make a complaint | Free | 1 Working Day |
| 23. | Resolution of complaints | Make a verbal or written complaint | Free | 14 Working Days |
| 24. | Registration of Suppliers | Adherence to requirements as stipulated in the Public Procurement and Disposal Act. 2015 | Free | 14 Working Days |
| 25. | Processing of Tenders | Submit bids for goods and services | Free | 90 Working Days |
| 26. | Notification of successful and unsuccessful bidders | Access e-procurement portal for notification | Free | 1 Working Day |
| 27. | Payment for goods and services received | L.P.O /L.S.O/Invoice/Delivery Note Certificate of Completion of works/Valid KRA PIN Certificate and Tax compliance certificates | Free | 60 Days from the date of receipt of the invoice |
| 28. | Disposal of obsolete unserviceable and surplus stores | Submission of bids | Free | 60 Working Days from the date of receipt of the advertisement |
| 29. | Public participation in policy making process | Familiarization with issues and active participation | Free | 1 Working Day |
| 30. | Recruitment of staff | Make formal application based on the advert | Free | 90 Working Days |
Download State Department for Children Services Service Charter
| S/NO. | SERVICE/GOODS | CUSTOMER REQUIREMENT(S) TO OBTAIN THE SERVICE/GOODS | COST OF SERVICE/GOODS | TIMELINE |
| 1. | Response to Children Rights’ violations cases | Call Mobile 116 | Free | Immediately |
| Emails | Free | 20 Minutes | ||
| Walk in person | Free | 20 Minutes | ||
| Letters | Free | 24 hours | ||
| 2. | Case Assessment and Planning | Child presented or represented by Parent/Caregiver | Free | 1 Working Day |
| 3. | Child Rescue | Provide relevant information and support documents where necessary | Free | 1 Working Day |
| 4. | Child placement in places of Safety | Provide relevant information and support documents where necessary | Free | 1 Working Day |
| 5. | Family Tracing and Reunification | Provide relevant information and support documents where necessary | Free | 14 Working Days |
| 6. | Home Visits and Family Assessments | Provide relevant information and support documents where necessary | Free | 5 Working Days |
| 7. | Preparation of Care and Protection Reports | Provide relevant information and support documents where necessary | Free | 7 Working Days |
| 8. | Preparation and filing of Child Assessment Reports to Courts | Provide relevant information and support documents where necessary | Free | 2 Working Days |
| 9. | Confirmation of Vacancies for Children to be placed in Statutory Children Institutions | Provide relevant information and support documents where necessary (Birth Certificates, age assessment, school reports) | Free | 1 Working Day |
| 10. | Escorting of Committed Children to Reception and Classification Centres | Provide relevant information and support documents where necessary (Birth Certificates, age assessment, school reports) | Free | 7 Working Days |
| 11. | Case and family Conferencing | Provide relevant information and support documents where necessary | Free | 21 Days |
| 12. | Preparation of Environmental Adjustment Reports | Provide relevant information and support documents where necessary | Free | 21 Days |
| 13. | Child Reintegration after completion of placement period | Receive the Child where applicable, cooperate with the process and provide all needed support to the child | Free | Immediate |
| 14. | Submission of Adoption Reports to the High Court | Court Order | Free | 45 Days |
| 15. | Foster Care Services | Provide relevant information and support documents | Free | 14 Working Days |
| 16. | Kafaala Services | Provide relevant information and support documents | Free | 14 Working Days |
| 17. | Clearance for foreign travel for Children unaccompanied by parents or legal guardians | Provide relevant information and support documents | Free | 7 Days |
| 18. | Administration and management of Orphans and Vulnerable Children Cash Transfer Programme | As per the cash transfer guidelines | Free | Continuous |
| 19. | Response to phone calls (Landline or any other official line) | Phone call | Free | 15 Seconds |
| 20. | Response to Walk-in clients | Walk-in and make the enquiry | Free | 1 Minute |
| 21. | Response to correspondence | Written correspondence (Letters) | Free | 5 Working Days |
| Email and social media (Twitter, Facebook) | Free | 1 Working Day | ||
| 22. | Response to public complaints and grievances | Make a complaint | Free | 1 Working Day |
| 23. | Resolution of complaints | Make a verbal or written complaint | Free | 14 Working Days |
| 24. | Registration of Suppliers | Adherence to requirements as stipulated in the Public Procurement and Disposal Act. 2015 | Free | 14 Working Days |
| 25. | Processing of Tenders | Submit bids for goods and services | Free | 90 Working Days |
| 26. | Notification of successful and unsuccessful bidders | Access e-procurement portal for notification | Free | 1 Working Day |
| 27. | Payment for goods and services received | L.P.O /L.S.O/Invoice/Delivery Note Certificate of Completion of works/Valid KRA PIN Certificate and Tax compliance certificates | Free | 60 Days from the date of receipt of the invoice |
| 28. | Disposal of obsolete unserviceable and surplus stores | Submission of bids | Free | 60 Working Days from the date of receipt of the advertisement |
| 29. | Public participation in policy making process | Familiarization with issues and active participation | Free | 1 Working Day |
| 30. | Recruitment of staff | Make formal application based on the advert | Free | 90 Working Days |