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
Format <To be filled in by the EQUASS Certified Organisation>
Date: October 2020
1
Avenue des Arts 8 c/o CCI, 1210 Brussels, Belgium -
[email protected] – www.equass.be
Is this addressed Has the issue Have the
in the Audit been assessed outcomes of
Report? internally? the internal
What have you done, in the last year, to improve your performance against the EQUASS Principles 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.
(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.)
2
Avenue des Arts 8 c/o CCI, 1210 Brussels, Belgium -
[email protected] – www.equass.be
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
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.)
3
Avenue des Arts 8 c/o CCI, 1210 Brussels, Belgium -
[email protected] – www.equass.be
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.
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
Format <To be filled in by the EQUASS Auditor>
Date: …….
Is the issue relevant
for improving the
performance on Additional comments and recommendations from the EQUASS Auditor
EQUASS Criteria?
YES NO
1
2
3
4
5
6
7
8
9
10
The numbering of the format for the auditor here above, corresponds with the numbering of the format for the EQUASS Certified Organisation on page
1 of this document.
Note: <A brief feedback, comment and/or recommendations from the Auditor regarding the improved actions /results? Max 2 A4 - font size 10 Pt
interspace (1.0)) >
5
Avenue des Arts 8 c/o CCI, 1210 Brussels, Belgium -
[email protected] – www.equass.be
Helen Sinilaid
Saatja: Veronika Kaska
Saatmisaeg: esmaspäev, 2. november 2020 10:41
Adressaat:
[email protected]
Koopia: Helen Sinilaid
Teema: Astangu VRC Equass Progress Report 2020
Manused: AstanguVRC_progress report_2020.docx
Järeltegevuse lipp: Järeltegevus
Olekulipp: Lipuga märgitud
Hello,
Please find attached Astangu Vocational Rehabilitation Centre’s Progress Report for 2020.
Kind regards,
Veronika Kaska
Deputy Director/ Lawyer
Together we can create a better life every day, with every thought and action
Tel +372 687 7233
Mob +372 505 5381
[email protected]
Astangu Vocational Rehabilitation Centre
Astangu 27, Tallinn 13519
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