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Annex 11: Format EQUASS Progress Report The Progress Report must be sent 12 and 24 months after the EQUASS Certification. The Progress Report must address issues, written down by the EQUASS Certified Organisation and the EQUASS Auditor. The EQUASS Progress Report may have max 6 pages in total (including information provided by the EQUASS Certified Organisation and the feedback of the Auditor). The progress report should be sent to the EQUASS LLH, or the EQUASS Office in Brussels in case there is no LLH operating in the country. Section 1 Astangu Kutserehabilitatsiooni Keskus / Astangu Vocational Rehabilitation Centre Date: October 2020 Is this addressed Has the issue Have the in the Audit been assessed outcomes of What have you done, in the last year, to improve your performance against the EQUASS Principles Report? internally? the internal assessment and Criteria? been documented? YES NO YES NO YES NO 1 Astangu VRC adopted the practice of recording in a protocol all the questions raised and discussed at the weekly X X X management meetings, not just those where decisions are made. That way it is possible to go back and see if an issue has been discussed and what have been agreements regarding it. (Criterion 2: The social service provider defines and implements a system for management that promotes a quality culture.) 2 Regarding implemented procedures and instructions review practices, Astangu VRC has adopted a practice of X X X including a comment if no updates were needed during the revision year in the Comment box of the Excel fail. 1 Avenue des Arts 8 c/o CCI, 1210 Brussels, Belgium - [email protected] – www.equass.be  (Criterion 8: The social service provider operates its service in compliance with mandatory national legislation for health and safety, providing appropriate working conditions, adequate and agreed staff levels and staff ratios, and measures for rewarding employees and volunteers.) 3 As of the beginning of 2020 Astangu VRC is implementing the use of PlanPro Information System for Strategy and X X X Annual Work Plan, and also for conducting annual performance reviews. The latter will be conducted in 2020 in the PlanPro IS and the format has been adjusted so that it will be possible to include a short satisfaction survey in order to measure the satisfaction of employees that can be compared to the base results of the Satisfaction Survey, which takes place every 2 years. The use of PlanPro IS will also implement additional new feature – namely, the reviewed person will also assess their abilities in regards of cooperation etc, which thus far has been only done as a feedback from colleagues. That way the person can visually see if there’s a difference of how s/he views/assesses her/his own abilities and how colleagues assess them. (Criterion 9: The social service provider implements measures for staff development based on a plan for personal growth, continuous learning and development.) 4 Astangu VRC has reviewed the rights and obligations charter for clients and more importantly, how the rights and X X X obligations are introduced to clients. Additional explanations on the content of the rights and obligations are provided to clients in different frameworks, e.g. by the study group supervisor for students, at the student council body meetings in the beginning of the new school year, by service coordinator or specialist to clients in the beginning of the provision of rehabilitation services. The rights and obligations have been simplified and also translated into Russian language. (Criterion 14: The social service provider informs and supports persons served in understanding their rights in an accessible way.) 5 Astangu VRC has added information for partners and clients on how to provide feedback and complaints on its X X X webpage (https://www.astangu.ee/et/meie-kvaliteedipohimotted), listing all the possibilities to submit feedback and complaints. Additionally, officially as of September 2020 and unofficially already since the beginning of 2020, Astangu VRC introduced a role of a conciliator to the students and staff. Problems arising between clients and also between clients and staff members can be taken to the conciliator for resolution. Feedback and suggestions are also collected at the meetings of client council, which are then sent for discussion at the weekly management meeting. Taken decisions are fixed in a protocol and taken back to the client council. Astangu VRC also participated in a pilot project testing an online feedback system Feed Bee (mobile app), where feedback is given to the teachers by students. Currently the pilot phase has ended and the application is being 2 Avenue des Arts 8 c/o CCI, 1210 Brussels, Belgium - [email protected] – www.equass.be  modified and improved. (Criterion 17: The social service provider has an accessible complaint management system that registers and responds to complaints from persons served, purchasers and other relevant stakeholders.) 6 Bullying and especially cyber-bullying is taken very seriously by Astangu VRC. In 2019 and 2020 Astangu VRC has X X X made an additional effort to discuss bullying and cyber-bullying with students, also inviting a web-constable from the Police and Border Guard Board to talk to students about cyber-bullying specifically. Bullying is also something that was the first of topics that needed to be solved by the conciliator. (Criterion 22: The social service provider operates mechanisms that prevent the physical, mental and financial abuse of the persons served.) 7 Astangu VRC updated the Principles for Managing Services and Governing Information, which regulates the services X X X (direct and internal support) that are offered at the Centre and responsible positions for direct services. Also, the document/directive lists all the information systems that are used at the Centre for different tasks and responsible positions. Additionally, the document regulates how documents are created and stored (including the time) by the Centre etc. (Criterion 23: The social service provider defines, monitors and evaluates a set of principles, values and procedures that govern behaviour in service delivery containing aspects of confidentiality, accuracy, privacy and integrity.) 8 For the Annual Work Plan of 2020 Astangu VRC set specific max drop-out rates for its own courses, which hadn’t X X X been done before. That way Astangu VRC can monitor and plan an intervention if needed. This recorded intervention(s) and its success can then be used to better advise vocational schools on the methods they can use for intervention. (Criterion 42: The social service provider identifies its business and service results and has formal periodic and independent reviews.) 9 Astangu VRC made changes to its structure and has formed a new division – Development Division (under X X X Administrative and Development Department, formerly Personnel and Administrative Department). The aim of the new division is to coordinate all innovation and development projects. The division consists of 4 people – head of the division who is also a development adviser, analyst, development specialist and a coordinator of external relations. The analyst has reviewed all questionnaires with which Astangu VRC gathers feedback and conducts analysis of data received. If suggestions that need to be implemented arise from said analysis, then either analysis or head of the divisions sees it through till application and if need be, making revisions to the process. 3 Avenue des Arts 8 c/o CCI, 1210 Brussels, Belgium - [email protected] – www.equass.be  Currently, Astangu VRC is considering repealing the Development Steering Group and Rules of Procedure for the Steering Group that was established in 2018, since it hasn’t proved a very efficient tool. That was due to the fact that usually there was no time for gathering the Steering Group and decisions needed to be made promptly, which meant that the management made the decisions. Currently, the Head of the Development Division is also a member of the management board and present at the meetings. (Criterion 48: The social service provider defines and implements a system of continuous improvement of results of services, ways of working and learning.) Note: <A brief description of actions / activities that have been carried out in the last 12 months to improve the performance on the EQUASS Principles and Criteria. (Max 4 A4 - font size 10 Pt interspace (1.0)) > The biggest change that Astangu VRC undertook in the last 12 months was establishing a new division as of January 1, 2020 – Development Division, and hired an analyst in April 2020. This has already improved our feedback collection system, since it is now monitored and coordinated by one person who has also improved the questionnaires. The analyst or the head of the division also monitor that suggestions arising from feedback are then taken to the management for decision and in case of a positive decision, coordinated into implementation and if necessary, improving after some time. Astangu VRC has also reviewed as recently as August 2020 the rights and obligations charter of its clients and how rights and obligations are introduced to them. The charter itself was simplified and a Russian version was prepared, so that it would be easier for clients to understand. Additionally, the charter is thoroughly explained to the clients in the beginning of school year or planned services. In case of studying at one of Astangu VRC’s courses, then the rights and obligations charter is constantly reminded of. Additionally, officially as of September 2020 and unofficially already since the beginning of 2020, Astangu VRC introduced a role of a conciliator to the students and staff. Problems arising between clients and also between clients and staff members can be taken to the conciliator for resolution. The role was piloted already since the beginning of 2020 when the idea was suggested at the client council meeting, which was met by an overall approval and first cases reached the person who was considered for that role. If at first the role was to be a conciliator between client and staff member, then it quickly turned out that clients were turning for conciliation when they had problems amongst themselves as well. 4 Avenue des Arts 8 c/o CCI, 1210 Brussels, Belgium - [email protected] – www.equass.be Section 2 Siret Kegel Date: November 10, 2020 Is the issue relevant for improving the performance on Additional comments and recommendations from the EQUASS Auditor EQUASS Criteria? YES NO X The practice adopted by Astangu VRC of recording in a protocol all the questions raised and discussed at the weekly management meetings, not just those where decisions are made, is improving the communication. Auditor finds it very beneficial for the organization. 1 Astangu KRK poolt rakendatud tava kirjutada iganädalase juhtkonna koosoleku protokolli lisaks otsustele ka kõik teemad, mida arutati, parandab organisatsioonisisest kommunikatsiooni. Audiitor leiab, et see on organisatsioonile kasulik. X It was found during the audit that the procedures and instructions review practices did not give a clear picture of whether all required reviews were carried out due to missing recordings in appropriate Excel file. The reported improvement eliminates this possible misunderstanding. Auditor hereby also suggests to consider including the review practices into the annual audit schedule in order to ensure that the new practice is fully adopted and to reap the benefits of it. 2 Auditi käigus leiti, et protsesside ja neid reguleerivate kordade/alusdokumentide ülevaatuse praktika ei andnud selget pilti kas kõik vajalikud dokumentide ülevaatused on teostatud, kuna vastavad märked ülevaatuse Excelis puudusid. Siinkohal teavitatud parendus välistab edaspidi sellise võimaliku arusaamatuse. Audiitor soovitab kaaluda ka auditeerida siseauditite käigus uue praktika rakendamist, et saada sellest täit kasu. X The audit found that the Employee Satisfaction Survey results were not summarized and thus follow up of improvements on collective level were difficult. The implemented PlanPro IS helps to summarize individual answers, and thus the improvements focusing on the common issues can be followed. Moreover, implementation of the PlanPro IS enables better alignment of the strategic objectives and personal targets; also, as reported in this Progress Report, the follow-up of personal development and 3 cooperation. Auditor finds the implementation of PlanPro IS an appropriate step in improving the staff development practices. Auditi käigus leiti, 5 Avenue des Arts 8 c/o CCI, 1210 Brussels, Belgium - [email protected] – www.equass.be  et töötajate rahulolu küsitluse tulemustest ei tehtud kokkuvõtteid ja seetõttu oli kollektiivsel tasemel parendustegevusi keeruline seirata. Rakendatud PlanPro infosüsteem võimaldab saada kokkuvõtet üksikvastuste üleselt ja seega saab edaspidi ka seirata oluliste parenduste elluviimist. Lisaks võimaldab PlanPro paremat sidusust strateegiliste eesmärkide ja isiklike eesmärkide vahel ning, nagu käesolevas aruandes on kirjas, seirata isiklikku arengut ja koostöö parenemist. Audiitor leiab, et PlanPro infosüsteemi rakendamine on asjakohane samm töötajate arendamise parendamiseks. X Audit found that the implementation of Criterion 14 requirements was the weakest. Though the Charter of Rights was clear and not very long, and there were various practices in place for the communication of its contents to the clients, the understanding in some age groups was lacking. Auditor appreciates the work done for improving the Rights and Obligations Charter for clients and especially the way it is introduced to the clients, considering the different clientele groups. The renewed Rights and Obligations Charter could be posted also to the web-site in order to replace the old one. 4 Kriteeriumi 14 nõuete täitmine leiti auditi käigus olevat nõrgim. Klientide õiguste ja kohustuste harta oli selgelt kirjutatud ja polnud väga pikk ning seda kommunikeeriti mitmel erineval moel; kuid sellegipoolest jäi mõnes vanuserühmas teadlikkusest vajaka. Audiitor hindab kõrgelt ettevõetud samme õiguste ja kohustuste harta lihtsustamiseks ning eelkõige selle teavitusviiside parendamiseks, arvestades erinevaid kliendirühmi. Uuendatud õiguste ja kohustuste harta võiks üles laadida ka keskuse kodulehele, et asendada vana harta. X It was noted during the audit that though the feedback and complaints were handled appropriately and promptly, there could have been more clarity on different channels, and also the registration for further analysis could be improved. Adding the different options to the web-site is a good practice. It is also reported by Astangu VRC of appointing a conciliator for handling issues between clients and between clients and staff. Auditor considers it a good practice, especially considering the size of the organization, various clientele groups and the wide range of services. That in turn helps to record the feedback and complaints appropriately for further analysis and decisions. Implementing the feedback app will further enhance appropriate handling of feedback and complaints. 5 Auditi ajal täheldati, et kuigi tagasisidet ja kaebuseid käsitleti asjakohaselt ja kiiresti, leidus võimalusi täiendavalt tagasiside kanalite teavitamiseks ning tagasiside registreerimiseks. Tagasiside andmise võimaluste kajastamine keskuse kodulehel on hea tava. Käesolevas aruandes on kirjas, et Astangu KRK on määranud lepitaja klientide vaheliste ning töötajate ja klientide vaheliste arusaamatuste lahendamiseks. Audiitor loeb selle heaks sammuks, eriti arvestades organisatsiooni suurust, kliendirühmade erisusi ja teenuste paljusust. See omakorda aitab kaasa tagasiside ja kaebuste asjakohasele registreerimisele, et parandada analüüsmist ja otsuseid. Tagasiside äpi kasutuselevõtt loob täiendavad võimalused tagasiside ja kaebuste asjakohaseks käsitlemiseks. 6 Avenue des Arts 8 c/o CCI, 1210 Brussels, Belgium - [email protected] – www.equass.be  X Cyber-bullying has become more frequent, especially during the COVID-19 period, as reported by Estonian Police and Border Guard Board, and by the Information System Authority of the Republic of Estonia. The latter has also introduced campaigns for the wider public in regard of cybercrime and cyber-bullying. Auditor considers it a good initiative to focus more on bullying and cyber-bullying topics, and to invite experts to talk about it. On the path toward excellence it is advised to consider auditing or evaluating how successfully the abuse prevention procedures have been implemented and practices respected. 6 Politsei ja Piirivalveameti ning Riigi Infosüsteemide Ameti sõnul on küberkiusamine muutunud sagedasemaks, eriti COVID-19 ajal. RIA on algatanud avalikkuse jaoks mõeldud küberkuritegevuse ja küberkiusamise kampaaniad. Audiitor loeb kiusamise ja küberkiusamise algatused ning vastavate ekspertide kaasamise heaks sammuks. Organisatsiooni edasiarendamisel ja täiuslikkuse poole pürgimisel on soovitatav kaaluda ärakasutamise vältimise protseduuride rakendamise ja kasutusele võetud praktikate austamise edukuse auditeerimist või hindamist. X The reported improvement clarifies the responsibilities over and the use of information systems supporting provision of services. It also regulates the document control procedures. Auditor considers it beneficial for the organization, especially from the clarity and control point of view. 7 Käesolevas aruandes teavitatud parendus aitab luua selgust teenuse osutamisel kasutatavate infosüsteemide kasutamise ja vastutuste osas. See hõlmab ka dokumendiohje korraldust. Audiitor loeb seda parendust organisatsioonis selguse ja ohje parendamise seisukohast kasulikuks. X Introducing the dropout rate limit is clearly beneficial for Astangu VRC in order to evaluate its performance, to intervene promptly, and to use the performance indicator for showing the value of its methods. Auditor considers this improvement as of great value for achieving the strategic objectives of Astangu VRC. 8 Väljalangevuse piirväärtuse sisseseadmine on selgelt kasulik Astangu KRK tulemuste hindamisel, õigeaegsel sekkumisel ning oma meetodite tulemuslikkuse esitlemisel. Audiitor loeb seda parendust väga oluliseks Astangu KRK strateegiliste eesmärkide täitmise teel. 9 X The change of the structure reported here was started before the audit. It is good to know that it is carried out in full, and the analytical role has been included. That was evident during the audit that a lot of information was gathered, but Astangu VRC lacked the capability of analyzing the data for full benefit. Auditor considers this change as beneficial for organizational development and for enhancing the continuous improvement system. It is advised to upload the statute of the revised department to the web-site, in order to replace the old one. 7 Avenue des Arts 8 c/o CCI, 1210 Brussels, Belgium - [email protected] – www.equass.be  Käesolevas aruandes teavitatud struktuurimuudatusega alustati enne auditit. On hea teada, et see muudatus on lõpuni viidud ja see hõlmas ka analüütiku rolli. Auditi käigus tuvastati, et Astangu KRK kogub palju infot, aga puudu jäi andmete analüüsimise võimekusest. Audiitor loeb seda muudatust kasulikuks organisatsiooni arengu ja pideva parendamise süsteemi täiustamise seisukohast. Soovitatav on laadida ümberkorraldatud osakonna põhimäärus veebilehele, et asendada vana põhimäärus. Based on this Progress Report it is evident that Astangu VRC honors EQUASS principles and develops its systems accordingly. They have taken several topic areas – both the ones listed in the audit report, and the ones important to them – into their focus, and carried out the improvements excellently. Auditor hereby appreciates all the work done regarding improvements, organizational developments, and Astangu’s overall commitment with EQUASS system. Käesoleva aruande põhjal on selge, et Astangu KRK austab EQUASS põhimõtteid ja arendab oma süsteeme sellele vastavalt. Nad on võtnud mitmed teemad – nii need, mis olid auditi aruandes mainitud, kui ka endale olulised – fookusesse ja viisid parendused edukalt ellu. Audiitor siinjuures hindab kõrgelt tööd, mida on tehtud parendamiseks ja organisatsiooni arendamiseks ning ka Astangu üldist pühendumist EQUASS süsteemile. 8 Avenue des Arts 8 c/o CCI, 1210 Brussels, Belgium - [email protected] – www.equass.be Saatja: Benedetta Pesce <[email protected]> Saatmisaeg: esmaspäev, 23. november 2020 12:38 Adressaat: Astangu Kutserehabilitatsiooni Keskus <[email protected]>; Veronika Kaska <[email protected]> Teema: Approval 1st Progress Report: Astangu VRC (Ref. n. EE2019-001 Direct) Dear Kert Valdaru, Dear Veronika Kaska, The first progress report of your organisation has been reviewed and approved. There is consistency between the areas for suggested improvements in the audit report and the ones improved in the progress report. Please find it in attachment with feedback and recommendations of the auditor that performed the audit in your organisation 12 months ago. Good luck with keeping up and improving the standard of quality in your organisation over the next 12 months. We look forward to receiving your second progress report in October 2021. Kind regards, -- Benedetta Pesce Administration and Project Assistant [email protected] ~ [email protected] European Platform for Rehabilitation - EQUASS www.epr.eu Avenue des Arts 8, 1210 Brussels