Overall work flow

Recruitment Procedure

1. All Bio-data must come complete with 2 different photograph of the FDW.
2. The applicant (FDW) comes from our training center in Jakarta or Manila
3. The training programs are oriented specifically to work place safety and more specific training on baby handling, housekeeping and caring for invalids.
4. During the telephone interview process, Employers should verify at least the following
   a. Name
   b. Age
   c. Marital Status
   d. Educational Standard
   e. Experience
5. Additional verification must be made to ascertain the legal age of the FDW
6. Additional verification must be made to ascertain FDW has change passport before.
7. Once applicant is selected, Our staff will confirm the details of the bio-data such as
   a. Name
   b. Age
   c. Home address
   d. Contact number
   e. Previous work experience
   f. Availability
8. Please see the sample of the bio-data provided in .PDF format
9. Upon selection by customer, our staff will inform Jakarta/Manila Training Centre to send applicant for medical examination

Placement Procedure

1. All customers are required to fill in a Job order form. The job order describe the following:-
   a. Profile of the customer family ,
   b. Purpose of employing a FDW
   c. Customer requirements
   d. Place of employment
2. Short questionnaire to confirm eligibility of customer to employ a FDW
3. Customer to select the appropriate bio-data
4. Upon selection of a FDW, customer can also use Webcam to view the FDW online.
5. Our staff will fill in Job scope form detailing nature of work
6. Brief customer on the terms and conditions of placement of FDW using MOM Work Permit rules and regulation.
7. Prepare a pricing schedule or standard packages
8. Upon acceptance of price by the customer, EA staff will request the customer to sign the Service Agreement with us.
9. Prepare a FDW employment contract to be pre-signed by the customer.
10. Inform oversea agent of the selected FDW and what her job scope is
11. Issue receipt for deposit collected
12. Provide copies of Service Agreement, Job Scope and Biodata for the customer reference.
13. Await confirmation by overseas agent on maids availability and medical fitness
14. Request customer to furnish documents for work permit application, details of documents as per schedule A
15. Submit the application thru LabourNet or manual drop off
    a. If customer cancels application, forfeit deposit.
16. Upon receipt of the (In Principle Approval) IPA, EA staff will purchase the insurance and Security bond.
    a. If application fail due to technical mistake, such as the following
    i. levy,
    ii. 6th monthly medical,
    iii. Income declaration
    iv. Double application
    Proceed to rectify and resubmit application else proceed to refund less administration charge.
    b. If application still fails following appeal, proceed to refund less administrative charge.
17. Fax copy of IPA to overseas agent
18. Arrange with overseas agent on the estimated date of arrival of the FDW
19. Upon confirmation of the arrival date, EA will arrange for pick up and medical examination of the FDW

Control Procedure

1. If FDW fails to arrive on the schedule date and overseas agent confirms either delay or no show, inform Employer to decide on replacement or refund. Proceed to replacement procedure or refund procedure respectively.
2. Upon arrival of the FDW into Singapore, she will undergo medical examination by a registered medical practitioner.
3. If FDW fails medical exam, inform Employer to decide on replacement or refund procedure. Proceed to replacement procedure or refund procedure respectively.
4. Brief FDW on MOM guidelines for Work Permit holders and view video of guidelines on working in the Singapore environment.
5. Handover the FDW to the customer with a copy of medical report
6. Go through the Handling & Taking over checklist and request customer to acknowledge the items on the form.
   a. If Employer fails to collect FDW, proceed to Cancellation procedure and Employer to forfeit deposit and bear half the recruitment fee.
7. Submit the relevant documents to MOM to facilitate the collection of Work Permit.
8. Inform Customer to collect the Work Permit, Passport and Insurance copy, 14 days after thumb printing process.
9. If customer terminates employment and allow transfer, proceed to transfer procedure and customer bear part of the recruitment fee.
10. If customer terminates employment and do not allow transfer, customer to bear the recruitment fee.
11. If customer terminates and request for a replacement, proceed to replacement procedure and customer to bear part of the recruitment fee.

Transfer Procedure

1. Transfer is possible only after one month of FDW employment
2. The FDW must be returned to the Agency with a valid work permit.
3. The passport and work permit must be handled over
4. Employer to sign a release letter and consent her for transfer
5. Employer to bear the levy and lodging cost while FDW is in custody of the Agency
6. Employer should not jeopardize the FDW transfer process
7. For replacement cases, customer to sign new Service Agreement form
8. Replacement only upon the official transfer of the existing FDW, then the new FDW can be brought in

Payment Procedure

1. Customer can either pay by cash, Cheque, Nets or Credit Card (VISA)
2. Package with upfront payment must pay service fee and recruitment fee in total
3. Package with Installment payment must pay service fee and partial recruitment fee (equivalent to 3 months of FDW salary) and the balance of payment to be in post dated cheques and time against the salary drawn date of the FDW.
4. Cash payment for upfront or installment package must be in Brunei or Singapore dollars only.
5. Installment payment via OCBC credit card
6. All our pricing does not have GST.

Monitoring Procedure

1. Our staff shall regularly monitor the working relationship between the Employer and the FDW by making periodic telephone calls
2. EA staff shall make at least three telephone calls within the first six months of the FDW employment.
3. EA staff shall keep the records of the monitoring telephone calls by means of the feedback forms.

Handling of Grievance / Complaints

1. FDW are advise to file a Grievance form if she has a complaint against the Employer / Agency / Recruiter / Training center
2. Employer are advise to file a Complaint form if they have a complaint against the FDW
3. If the complaint is serious in nature, our staff shall refer the case to the EA counselor to handle,
4. If Counseling of maid fails, we will Invite both the FDW and the Employer to the office for mediation
5. If both parties agree with the resolution, both FDW and Employer to sign the Feedback form on the action taken.
6. If both parties cannot agree, then the agency will proceed with replacement of the FDW or resort to CaseTrust for Mediation or arbitration.

Schedule A – Documents required for application of FDW

1. A copy of NRIC from both applicant and spouse
2. A copy of income tax or signed copy of income tax verification form
3. Copies of Birth certificates of Children
4. Copies of proof of relationship (if required.)