- Propose guidelines to higher levels to develop and optimize the resources used in Citizen Services, to ensure the effectiveness and efficiency of the service provided.
- Provide guidance to citizens regarding complaints, claims and other requests required through the reception, registration and delivery of documents in general through the single Citizen Service Desk.
- Coordinate the updated record of all complaints, claims, complaints, suggestions and requests submitted by citizens, as well as the results obtained from the procedures carried out.
- To inform the Citizens about the status of the petitions made to CONVIASA for the resolution of a determined matter, in order to indicate them verbally or in writing, about the requirements of the procedure in the competent offices or dependencies, their location, the responsible employees and the duration of the procedure.
- Report to the Internal Audit Unit, the complaints received and linked to the alleged occurrence of administrative irregularities, in accordance with the provisions of the Organic Law of the Comptroller General of the Republic and the Fiscal Control System or the Anti-Corruption Law.
- To provide information on the use of the goods and expenses of the resources of the patrimony of CONVIASA at the request of the citizens who require it, prior authorization of the President.
- Promote and coordinate with the Executive Vice-Presidency of the Republic or other governmental entity through the Presidency of CONVIASA, the air transfers of the beneficiaries to the social and humanitarian programs established by the Venezuelan State.
- Coordinate with the General Management of Operations, Maintenance, Commercialization and Ground Operations of CONVIASA the flight permits related to the social and humanitarian programs of the Venezuelan State.
- Supervise the preparation of reports with the periodicity required, detailing the social investment executed, results and goals achieved, database and statistics.
- Serve as liaison between internal units and external bodies to obtain technical, strategic and tactical guidelines to be applied in the formulation of the Consortium's social plans and projects.
- Serve as a liaison with social organizations, in order to assist in the implementation of public policies aimed at promoting human development values and integration with the environment.
- Establish the Annual Institutional Operational Plan and the Annual Budget Plan of the Citizen's Attention Office, under the guidelines of the Planning and Budget Office.
- Coordinate with the Legal Consultancy Office the preparation and review of contracts and agreements within its competence, as well as the preparation of the documentation related thereto, in order to ensure that they comply with the legal framework in force.
- Coordinate with the Human Resources Office, the proposals for new hiring, based on the profile and requirements established, in strict compliance with the demonstration of its personnel needs.
- Coordinate together with the Human Resources Office, the training courses for the personnel assigned to the Citizen's Attention Office, guaranteeing the improvement in the service rendered in CONVIASA.
- Coordinate with the Human Resources Office the proposals for promotions, transfers and promotions to comply with the professional development policies of the personnel assigned to the Citizen's Advice Office.
- To safeguard the goods, furniture and equipment in charge and to administer rationally the resources assigned to the Citizen Attention Office, according to the administrative guidelines of CONVIASA.
