- Propose guidelines to higher levels that allow the development and optimization of the resources used in Citizen Service, to guarantee the effectiveness and efficiency of the service provided.
- Guide Citizens regarding complaints, claims and other requests required by receiving, registering and delivering documents in general through the single Citizen Service ticket office.
- Coordinate the updated record of all complaints, complaints, claims, suggestions and requests submitted by citizens, as well as the results obtained from the procedures carried out.
- Inform Citizens of the status of the requests made to CONVIASA for the resolution of a specific 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 employees or responsible employees and the duration of the procedure.
- Inform the Internal Audit Unit, the complaints received and related 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 Law Against Corruption.
- Provide information on the use of assets and expenses of CONVIASA heritage resources at the request of citizens who require it, with prior authorization from the President.
- Promote and coordinate with the Executive Vice Presidency of the Republic or another government 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 Managements of Operations, Maintenance, Marketing and Land 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 carried out, results and goals achieved, database and statistics.
- Serve as a link between internal units and external bodies, to obtain technical, strategic and tactical guidelines to be applied in the formulation of the social plans and projects of the Consortium.
- Serve as a link with social organizations, in order to assist in the application of public policies aimed at promoting the values of human development and integration with the environment.
- Establish the Annual Institutional Operating Plan and the Annual Budget Plan of the Citizen Service Office, under the guidelines of the Planning and Budget Office.
- Coordinate with Legal Consulting the preparation and review of contracts and agreements that apply within its competence, as well as the preparation of the documentation that is related to them, in order that they comply with the current legal framework.
- Coordinate with the Human Talent Office the proposals for new income, based on the profile and established requirements, in strict compliance with the demonstration of their personnel needs.
- Coordinate in conjunction with the Human Talent Office, training courses and training for the personnel assigned to the Citizen Service Office, guaranteeing the improvement in the provision of the service provided in CONVIASA.
- Coordinate with the Human Talent Office the proposals for promotion, transfers and promotions to comply with the professional development policies of the personnel assigned to the Citizen Service Office.
- Safeguard the goods, furniture and equipment under its charge and rationally manage the resources assigned to the Citizen Service Office, in accordance with the administrative guidelines of CONVIASA.
