BAD NEWS, GOOD NEWS

Friday is always a good day for anyone who works. Except I guess if you have work on Saturdays. But anyway, my day was getting along well until my co-employee and I decided to file the records of the i-cards. She needed a box, I had a box. The only problem was, there were stuff in it. so the obsessive compulsive in me made me open the box and figure out what to do with the stuff in it.

I wish I never opened the box.

I found a very big pile of visa implementation orders during the 2007s and 2008s, some applications of different foreigners to be filed, and many other things that I must not mention. Bottomline of this is—it wasn’t suppose to be there. I found out that the owner of the box was a previous employee of the Bureau. He was released because he got caught as a FIXER. A fixer is a person who hastens or asks MORE money from an applicant so he could “fix” his papers for them, which, in common logic—ILLEGAL.

It was quite upsetting when I started to unveil the contents of the box. It was also quite unsettling that some of these orders had stationaries from LAW OFFICES, which means these people were part of this illegal wrongdoings—the ones who were suppose to right the wrong.

Im a very optimistic person, I believe the Philippines so much that when I hear clients say that we’re corrupt and that the system sucks, I cringe deep inside. So when I found these items, it was very disappointing. I was very disappointed that I sat on the same table and the same chair as this selfish bastard (sorry for my language). I hated him, but most of all, I hated myself for not cleaning up that box 2 months ago.

And as for the good news….

WALANG GOOD NEWS! 

The Frenchman and a pregnant lady

Today was tiring.

It started of as a light day. A few people coming and going, then BAM! By 10:00 am, all the seats were occupied and the line just never ended. I had an encounter with an old Spanish lady who wanted to renew her I-card. She was 83 years old and married to a Filipino during the 1960s. the only problem was, she needed so many documents which made it troublesome for both parties to provide since she applied for her permanent visas even before my parents even met each other. Haha

The point is—she was a special case. I ended up being a liaison officer for the day, walking around the whole building, trying to get some answers, because let’s face it, if that 83 year old woman did what I did, we’d have a lawsuit by the end of the day.

I’m sure you’re wondering why there’s a French man and pregnant woman involved. Well, let me tell you now. Since my day consisted of basically trying to solve this Spanish woman’s case, the Frenchman started my day well and the pregnant lady, well, shall I say ended my day feeling a little bit queasy.

The Frenchman arrived at 8:00 am to implement his 13(a) visa. He’s married to a Filipina with a kid. He was quite charming and dashing in a campy-styled kind of way (Although his accent was really out of this world). With him seemed like his older brother or friend who got his I-card. Both handsome. Both were staring at me. and so I did what I had to do, I STARED BACK. Hahaha Mr. married Frenchman was a good friend and became his friend’s wingman and asked for my number, I ended up asking for theirs so that I don’t have to give mine. So now, I have his number and I don’t know what to do with it. end of story.

As my day started off like it was going to be an easy breezy day, there came the Spanish lady. So by the time I got back to my window, which was at around 2:00 pm, I was exhausted from all the walking and the undecided departments. It was somehow frustrating.

Anyway, by 4:00 pm, I noticed that the couple in front of my window was a little bit irritated. And then I noticed that the Filipina wife was pregnant and seemed like her baby was kicking TOO much. She was in pain. After a minute later, they found out that ARD could not find the Americans application for his I-card (not our fault, we never lost a file), she got so upset that it looked like she was going to give birth right then and there. It was intense. I ended up leaving my window and provided the wife with some water. It was a good thing that the American was calm and kind. He didn’t get mad. This is how our conversation went:

Me: ma’am, are you okay? (wife was already crying)

Wife: NO! its their fault. They should’ve had it. (caressing her stomach to soothe her)

Husband: honey, calm down (caressing her legs to soothe her) 

Me: ma’am, please calm down. We do not want you to stress out. Would you like some water?

Wife: its not funny dad! We’ve been waiting for so long and they just lost it? my back hurts and im stressed out!

Husband: calm down honey. I know. Im not laughing. It happens. They lost my application and there’s nothing we can do about it.

Wife: (looking directly at me, drank my water) hindi kasi dapat ako ma-stress. 8 months na kasi toh, dapat bed rest lang ako. Baka makunan ako kaya nagwoworry lang ako. Pagod na pagod na ako. Taga cavite pa kami.

Me: sir, what did they tell you at the window? You should just go home and call first before you go back here. And please don’t bring her anymore.

Husband: I know. She promised she’d call me once everything is settled. (looking at his wife) when I come back, you don’t have to go with me. I can ask somebody else.

** did I mention that the husband is disabled? SHET.

The moment was intense. My stomach hurt. I couldn’t live knowing that the immigration was the reason why she might get a miscarriage.

But tomorrow is a new day.

Accepting a Compliment

I will be a little self-centered today. BUT it is with purpose as I am talking about myself.

Working at the bureau of immigration is really intense, and sometimes having to hear a lot of complains make us hate our jobs and hate the people in front of us. what’s more difficult is we tend to bring it the whole day, which of course affect other people and how you function towards other people.

That is why I decided from the start that, first; I will never bring home the stress of my work at home. Second, if put in a complicated situation, I am allowing myself to get mad and answer back, but making sure that I do not give that attitude to my next client. Third, always SMILE. No matter how mean they are, no matter how good they are, and no matter how weird they are. Lastly, wear something sexy inside so I feel good. (The last one was suppose to be a secret but it helps boost my confidence at work, try it!)

so since I’ve been working, I have noticed that that plan works for me and for my clients. Somehow they feel better when they come to my window after a long wait to other windows. In a way, I am a their fresh air in a very polluted area. Foreigners always like to comment, “thank you for your smile” or “you are the only one who smiles in this whole building.” I always get surprised when they do compliment me, because being a Filipino, we really weren’t trained to accept compliments. Maybe because we were brought up being polite people or more tamed than others, BUT why shouldn’t we say thank you after all? Its not like they’re asking for anything else.

So I’d like to teach you how I react to compliments, maybe you can do the same rather than looking at the floor and getting red. After all, we are beautiful human beings and it’s not our fault that people see us that way.

Reaction 1: normal looking person and compliments you

Just smile and say, “why thank you!”

Reaction 2: weird looking person who looks like he has plans to ask you out or something and compliments you

Move back a little and say, “I’m sorry sir, but I am at work right now, let me get back to you. But thank you for your compliment”  (BUT NEVER GET BACK TO HIM)

Reaction 3: handsome looking person and compliments you

Move forward, smile again, like the pretty kind and say, “thanks! So sorry for the wait and I hope it wasn’t that bad.” (THEN ASK A QUESTION ABOUT HIM, then BAM! He might end up getting your number)

I know you’re super laughing at me right now, but trust me when I say that it works. 

Utopia

I always believed that one could reach a perfect world. It just really depends on what perfection is for you. Although it may seem like it is impossible and the getting there seems to be endless-- dreaming of it and aiming for it isn’t half bad either. For me, its not about being perfect, but aiming trying to be perfect. I mean really, is there really such a thing as perfect? For example, David, with his perfect body and aim was able to kill Goliath, but I bet you that he had his faults, but when he was able to kill him nobody seemed to care anymore. What I'm trying to say is, even though we cannot be perfect, it does not mean that we cannot try to be perfect. Maybe trying to be perfect is already being perfect. 


As for the Bureau of Immigration, we may have let you down more often than not, but it does not mean we're not trying to be perfect for you. So, I’d like to share you how I think the Bureau of Immigration would look like in its utopian state. 

It is when fixers become agents, and agents become employees of the Bureau, and employees of the Bureau become stewards of the agency. It is when no envelopes are being received, but also no envelopes are being given. It is when employees start understanding the meaning of professionalism and service entails, but also when people start understanding what respect and trust means. It is when employees do not expect anything in return, but also when people start realizing that saying “Thank you” is enough.

It is not when the suggestion box is empty, but when it is full of suggestions to improve the system. It is not when there are no complaints, but when there is argument for the betterment. It is not when fixers are gone, but when actual applicants are there to do their own application. It is not when we do not make mistakes, but when we learn from them. It is not when nobody asks, but when everybody can answer them. It is not when there are no more problems, but when there are more solutions to solve it.

It is when one day, you enter the Bureau and you see more foreigners than Filipinos. When applicants are less hostile and the people behind the window are happy to be there. It is when one day, EVERYBODY understands the importance of their role in this one big system of service—when employees WANT to help provide this service and when applicants WANT to be physically there to get their visas.

and yet I still dream of this day.

Mr. Maximum Tolerance

Mr. Max is a man who visited my window yesterday. He’s a big but fit, mid 40s guy who can probably kill me in an instant if he wanted to. He went to my window yesterday because he wanted his visa re-stamped in his new passport. This, I must say is a very illogical requirement for foreigners. I think we’re the only country who actually require foreigners to re-stamp their visas once their passports expire. I mean, cant they just stick their old passport to the new one?

But anyway, Mr. E.D. reminded us the other day that we should have maximum tolerance towards our subjects as we are in the line of service. So that would mean that no matter how mean a subject gets, we have to be the bigger person and absorb these kinds of things. How… HARD CAN IT BE, RIGHT?

I am telling you right now that if you believe in the motto: do unto others what others do unto you, this job is not for you. Everyday we get at least one person who gets, as we say “high blood” just because they feel like it. And yesterday, we won the jackpot of all jackpots for having experience the most “high blood” people. You see, there are four people in the frontline, the remaining ten are our allies and support. These four people (including me) RECEIVE and ABSORB all those disrespectful and very rude comments from our clients. We don’t usually complain because we make the most out of it and laugh about it afterwards.  But yesterday was a combination of a crying lady, a masungit old lady, a hot headed man, and an impatient family.

SO, what I want to say is that, even though we are in a service-oriented work, it does not mean that we are suppose to be treated that way. Maximum tolerance from us, and maybe a little patience from you wont hurt.

Service-oriented jobs are required to serve you, and as for us, we are responsible to accept, process and implement your visas, BUT we are also NOT JUST responsible to serve you. YOU are one of the MANY people we serve everyday. We are sorry if we don’t remember the folder number or the date of agenda of YOUR folder. We are sorry if we don’t remember your name or whatever case you are, because quite frankly, we see too many kumars and singhs for Indians, choo, choi, cheu for Koreans, and a lot more. So if we ask you what your story is, tell us. Help us remember. Help us, help you serve faster and better. We are not manghuhulas. We may remember your face, but we cant remember everything.

As for Mr. Max, he was the only person that day that made our day. Because even though he had to fulfill all the requirements the whole day, he still had a smiling face, he was still very patient, and lastly, he was still very grateful. And to also mention that I almost lost his authenticated copy of his birthday correction. HE WAS STILL LAUGHING WITH US. And that my friends was Mr. Max—Mr. Maximum Tolerance.

I hope we get more of him once the CGAF (more on that soon) starts being implemented.

** Mr. Max is a real person, but obviously that’s not his real name. 

    Mr. Max, thank you for making July 10, 2012 a good ending for all of us in the office. You are one of a kind! I hope our clients have your patience and sense of appreciation.

ENGLISH ISPEAKING and INDIANS

 Before I start anything, I would like to mention that whatever I write here, is not sanctioned by the bureau, and thus any opinion or story that I write here is just between you and me. These are all on my perspective and through my experiences and not the bureaus, so if you find anything offensive, it is I you should blame.

ANYWAY.

My work mainly consists on implementing visas for foreigners who plan to stay in the Philippines for more than 21 days. What you all should know is that about 150 countries are allowed to visit the Philippines WITHOUT visa for 21 days. Anything more than that, would require your fellow “kanos” to apply for a visa. So implementing those visas is my job. It takes about 4 hours, if you’re lucky, to get your visa implemented. If not, it may take 2 days. so believe me when I say that most of the time I speak straight English to our clients.

I’ve come across British, Americans, Canadians, Europeans, Bangladeshis, Chinese, Koreans, Japanese, Sri Lankans, Malaysians, Taiwanese, and a whole lot of other nationalities—so imagine my surprise when one day (first time to experience it), two mid-40s Indians came to my window with their giddy smiles along with their Indian accent and kindly asked for the requirements for their re-stamping of visa.

I gladly smiled and explained to them the whole process, the requirements, where to get these papers and how exactly they can go about it for about 10 minutes. Afterwards, they smiled again and had this weird gaze at me and said, “ATE, MAGTAGALOG KA NA LANG DI KAMI MARUNONG MAG-ENGLISH EH. HEHE” then they smiled. It was hilarious.

And I said, “AY SOS! KANINA PA AKO NAGEEXPLAIN DITO, HINDI NIYO RIN PALA AKO GETS.” After that, I re-explained it to them in filipino.

Most of my co-employees overheard our conversation. So when they left, one of my peers went close to me and said, “nakalimutan ko sabihin sayo, yung mga Indians na ganyan (pertaining to a kind of visa issued specifically to them), hindi marunong magenglish kaya magtagalog ka na lang.”

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I was greatly surprised by that, because seriously, THEY WERE SO GOOD AT SPEAKING our languagne THAT I THOUGHT THEY WERE EVEN BETTER THAN ME and the only good part about me was that I didn’t have their indian slang.

On the Defense line: a letter to our clients

I've just recently started on my first "office" job since i finished school. Six months of travelling made me realize two things: i need money and i need to work, so now im really here-- in the real world.

I had the opportunity to choose to work at a government agency where I will learn a thing or two about survival and building connections. I currently work at the Bureau of Immigration, and my cousin suggested that I share my stories-- the serious and the funny ones to everyone. and so I am here, telling you my story. 

have fun. 

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“Baka pwede naman po itong pakiusapan?”

“PRESS AKO! Isulat mo pangalan mo at pagmali ka, anong ang gagawin ko sayo?”

I’ve only been working in the Bureau of Immigration for a month now, and I have heard so many people saying either like the former—people who try to cut corners because they forgot to do one or two of the protocols in collecting items like the i-card or visa, or they’re the latter—the ones who use their work or name or a name that has “power” to scare us.

Yes, I know its frustrating most of the time, but accusing and assuming that one’s bureau is corrupt and unable to do their jobs right is an accusation I cannot accept. So for the sake of all hard-working and veteran employees of the bureau and to all present and future citizens of the Philippines, let me defend and explain to you our side.

First of all, it does not give justice when I say that we are hard-working and respectful civil servants, especially to those who have been working in the office for quite some time now. We work from 7 o’clock in the morning until 5:30 PM, we are not allowed to leave the office for lunch, and we do not have breaks, just to accommodate the demanding clients who think that we want to keep their visas just to make them suffer a little bit longer.

We acknowledge the fact that you have a lot of fees, that you wait outside where its hot and unpleasant, that lines are long, and that you think we are not doing anything. But implementing visas are not like baking cookies. We do not just mix, bake, and after 10 minutes it’s all done. We do not just show your papers and stamp your visa. We ask for documents, verify them and follow the procedure. But most of all, we do not cut corners for anybody.

It has been three years since PNoy promised to clean the system. The corrupt government as we all say, must be put right. But most of the people who live in this country, Filipino or not, do not realize that “cleaning the system” does not mean miraculously creating this perfect country from worst airport to number one in a year. Cleaning the system means having a plan—reviewing, applying, and evaluating each department as to how to make it cleaner and better—and knowing if that plan is more effective or better is another topic. And you know what that means? It means it takes time.

Three years after, and a month of talking with my peers and reading all the new memorandums of the current commissioner, I can only say one thing: this bureau means business. No loitering policy and lunch breaks for all employees to process all customers throughout the day, proper attire and decorum in the agency for clients must be applied, because quite frankly this is no mall, and strict compliance of receiving and releasing of data to minimize the risk of losing important documents and giving them away to unauthorized agents and/or persons. Both of which try to solve the problem of not being able to accommodate all present clients in the main office and minimizing the risk of false identification.

And yet still, a lot of people complain about the process, the money, and the time they have consumed to get their visas approved. But you see a lot of people line up in the U.S. Embassy from morning until the afternoon, paying so much money, not complaining, waiting for hours and sometimes even skipping their meals just get their visas approved. So why can’t we have that same compliance in our own agency?

And, is this fair?

What you should know though is that we accommodate hundreds of people a day, implement about 500 visas a week, and approve more than a thousand applications a month.  SO YOU CANNOT BE A SPECIAL CASE JUST BECAUSE.

Do not forge your relative’s signature. Do not attempt to pay us money or your charm to fasten the process. Read everything, bring the requirements, and ask nicely. And if you’re still not happy, you can always recommend, complain and leave comments on our website or directly to the commissioner’s office.

But then that got me thinking. How about us, where do we complain about people who verbally abuse us all day? Where do we complain about people who want to cut corners and not follow protocol? Where can we complain about the attitude that you give us because you do not want to wait a little bit longer?

These are questions that I would like you to answer when you one day go to the office and ask for the implementation of your visa, because really, DAANG MATUWID means following protocol, following procedure, following rules. And if you can’t handle that, then maybe you should ask yourself one last thing--  who  then is corrupt, you, who want to get what you want or us, who just follow protocol?

***And if you’re wondering about what happened to the two people who commented that, the former did not get the item that she wanted, and the latter, after yelling and humiliating my colleague, was in the end, wrong and did not come back.