© EQUASS 2016
EQUASS 2018
Principles, criteria and Indicators
for EQUASS Assurance recognition
Avenue des Arts 8 c/o CCI, 1210 Brussels, Belgium - Tel : +3202 736 54 44
[email protected] – www.equass.be
Contents Table
Introduction ..................................................................................................................3
Principles .....................................................................................................................5
1. LEADERSHIP ....................................................................................................5
2. STAFF ...............................................................................................................9
3. RIGHTS ...........................................................................................................14
4. ETHICS............................................................................................................17
5. PARTNERSHIP ...............................................................................................21
6. PARTICIPATION .............................................................................................23
7. PERSON CENTRED APPROACH ..................................................................28
8. COMPREHENSIVENESS ...............................................................................33
9. RESULT ORIENTATION .................................................................................37
10. CONTINUOUS IMPROVEMENT ....................................................................41
2
Introduction
The European Quality in Social Services Principles, Criteria and Indicators that
(EQUASS) is an initiative of the European must be taken into account while
Platform for Rehabilitation (EPR). implementing the EQUASS criteria and
EQUASS provides comprehensive striving for valid and relevant results for
services in the area of development, EQUASS Assurance recognition by the
promotion, recognition and certification of European Quality for Social Services.
quality, all of which comply with the Additional, this document shortly
European requirements1 for quality in the describes five perspectives on which
provision of Social Services. EQUASS performance on implementation and
aims to enhance the social service sector results will be assessed.
by engaging social service providers in
quality, continuous improvement, learning EQUASS Assurance 2018 recognition will
and development, in order to guarantee be given to those Social Service Providers
service-users quality of services who can show successful implementation
throughout Europe. of EQUASS 2018 criteria. For assessing
the performance of the Social Service
EQUASS offers recognition and Providers on the EQUASS Criteria, an
certification programs for quality in social assessment grid has been developed. The
services. It enables organisations that assessment grid has two perspectives:
provide services in the social sector to “Implementation of approaches”: to what
engage in an external assessment extent have social service providers
process at a European level by which they implemented clear and sound approaches,
proof the quality of their services to systems and methods for the criteria and
service users and other stakeholders. are they able to implement improvements
and “Results”: to what extent have social
The EQUASS 2018 system is based on 10 service providers identified relevant results
Principles for Quality that are derived from for the criteria and are they able to
the consultation of stakeholders in the successfully implement improvements
Social Sector and based on the European based on comparing results with other
Quality Framework for Social Services social service providers in the sector.
(Social Protection Committee, 2010). Each Each perspective has 5 levels of
Principle for Quality is broken down into performance2 that reflect 5 different
specific quality criteria. Specific phases of organisational development and
performance indicators will clarify and learning. The five perspectives of
specify the performance on the quality performance are linked to the various
criterion. This document presents the types of recognition: “Committed to
2
1
Position Paper on Quality (High Level Group on The levels of performance are strongly related with
Disability, September 2007) and the Voluntary Quality each other: each levels also includes performance
Framework for Social Services (SPC, October 2010) on the previous level.
3
EQUASS Assurance” (Stage 1), with employees, service users and other
“EQUASS Assurance certification” (Stage relevant stakeholders.
2), “Committed to EQUASS Excellence”
(Stage 3) and “EQUASS Excellence The outcomes of the assessment and the
certification” (Stage 4 and 5). audit are reported in a written audit report.
An organisation that meets the criteria for
The EQUASS certifications3 ensure EQUASS certification will be certified for a
satisfactory performance on the EQUASS period of three years. EQUASS certified
Principles for Quality and meeting the organisations are committed to report their
requirements set in European Quality progress on performance, improvements
Framework for Social Services. It also and development on annual basis. The
ensures performance on the key elements EQUASS Awarding Committee, an
of an operational Quality Management international consortium of various
System4. European stakeholders of the social
sector, oversees the EQUASS system and
The EQUASS 2018 system is customised its processes.
for the social sector and offers a
comprehensive approach based on
specific quality criteria, performance Brussels, September 2016
indicators and clear external assessment European Quality in Social Services
and audit procedures. After sending the
application form and some core
documentation, a site visit is carried out.
The external audit will be carried out
based on how the service provider
performs in relation to the implementation
of the EQUASS criteria and to the
achievement on valid and relevant results.
During this site visit, an independent
auditor verifies the applicant’s
implementation of the criteria and the
achieved results by reviewing core
documentation and conducting interviews
3
EQUASS recognition / certification is based on a
comprehensive scoring system. The EQUASS
scoring system is describes in a separate
document.
4
The basic elements for quality management are:
1. Identifying customer needs and expectations; 2.
Management of processes ; 3. Management of
responsibilities; 4. Management of resources; 5.
Measurement and data analysis; 6. Customer
satisfaction; 7. Systematic Quality Improvement
system (ISO 9000 system)
4
Principles
1. LEADERSHIP
Social service providers demonstrate governance, leadership and social responsibility. They
promote social justice by inclusion into the society. They set ambitious organisation and
service goals and encourage best practice. Social service providers are committed to
continuous learning and innovation.
The social service provider defines and implements its vision, its
mission and corporate values of the organisation in the
Criteria 1 delivered services by establishing ambitious organisation and
service goals.
• Indicators: 1. The social service provider has implemented organisation's
Mission,Vision and Values (Documentation of Mission, Vision and
Values is required). 2. Employees
demonstrate their contribution to the implementation of organisation’s
mission, vision and values.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear The social service The social service
written description of written description of written description of provider explores provider has carried
mission, vision and mission, vision mission, vision and learning activities out innovative
values. values. values. to identify approaches to
innovative implement the
The description is Most people within Most people within approaches to mission, vision and
"on the wall”, but the organisation the organisation implement its values successfully
rarely used to guide demonstrate demonstrate their mission, vision and as the result of
actions. contributing to contribution to the values learning activities.
mission, vision and mission, vision and
values. values and the
provider understands
how successfully the
mission, vision and
values have been
implemented.
The social service provider defines and implements a system for
Criteria 2 management that promotes a quality culture.
• Indicator: 3. The service provider has implemented ways of working that
contributes to the common quality culture of the social
service provider.
5
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
The social service The social provider The social service The social service The social service
provider has a has a common way provider has a provider initiates provider has
common way of of meeting quality common way of learning activities successfully
meeting quality requirements that meeting quality to explore implemented
requirements that are aligned with requirements, which innovative ways of innovative ways of
are aligned with organisational are aligned with working to working to
organisational mission and values organisational contribute to a contribute to a
mission and values and adopted by all mission and values common common
and adopted by people in the and adopted by all organisational organisational
most people in the organisation. people of the quality culture quality culture as
organisation. organisation. The result of learning
provider understands activities
how successfully
ways of working have
been implemented.
These ways of
working reflects the
organisation quality
culture.
The social service provider demonstrates its commitment to
Criteria 3 long-term quality goals, continuous learning, innovation and new
technology.
• Indicators: 4. The social service provider has implemented its organisation's
quality policy (Documentation of organisation's quality policy is
required)
5. Social service provider has defined long-term quality goals and
demonstrates measures for continuous learning, innovation and
new technology.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
The Quality policy is The Quality policy is The Quality policy is The social service The social service
translated into a set translated into a translated into a provider initiates provider has
of concrete goals. comprehensive set comprehensive set of learning activities successfully
Some people within of concrete long- concrete long-term to explore implemented the
organisation are term goals. The goals. The goals are innovative ways of innovative approach
familiar with the goals are clear and clear and concrete improving the to the organisation’s
goals. concrete and have a and have a time understanding of quality policy
time frame for frame for measuring. the organisation’s approach and
measuring. Most All people in the quality policy measures for
people of the organisation know the approach and innovation and new
organisation know goals. The quality measures for technology as result
the goals. The policy is often used to innovation and of learning activities
quality policy is set priorities and to new technology
often used to set initiate concrete
priorities. actions. The provider
understands how
successfully the
policy has been
implemented.
6
The social service provider defines and implements an annual
Criteria 4 planning and review process reflecting the organisations
objectives and service activities delivered.
• Indicators: 6. The social service provider has implemented annual planning.
(Documentation of annual plan is required)
7. The social service provider carries out a review on objectives and
services results described in the plan.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
The social service The social service The social service The social service The social
provider has a provider has a provider has a defined an provider initiates service provider
defined annual plan defined annual plan annual plan including learning activities has successfully
including objectives including objectives objectives and service to explore implemented an
and service and service activities. Review on innovative innovative
activities. Review on activities. Review on objectives and service approaches to approach to
objectives and objectives and results are carried out on annual planning. annual planning
service results are service results are a regular basis. The as result of
carried out on ad- carried out on a annual plan is linked to learning
hoc basis. The regular basis. The strategic planning activities
annual plan is linked annual plan is linked activities and used to
to strategic planning to strategic planning guide operations /
activities and used activities and used activities. The annual plan
to guide operations / to guide operations / applies to the scope of the
activities. activities. The application. Employees
annual plan applies contribute to the
to the scope of the mplementation. The
application. provider understands how
Employees successfully the plan has
contribute to the been implemented.
implementation.
The social service provider demonstrates its commitment to
social justice and active inclusion of persons served into the
Criteria 5 society.
• Indicator: 8. The social service provider shows concrete commitment to
social justice and active inclusion of person served.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
The social service The social service The social service provider The social The social
provider shows provider shows shows inspiring and service service provider
inspiring and inspiring and energetic energetic leadership with provider has successfully
energetic leadership leadership with concrete commitment to initiates implemented
with concrete concrete commitment social justice and inclusion of learning innovative ways
commitment to to social justice and person served into the activities to of including
social justice and inclusion of person society. The social service explore persons served
inclusion of person served into the society. provider encourages others innovative as a result of
served into the The social service in doing so. The commitment ways of learning
society. The social provider encourages to social justice and inclusion including activities
service provider others in doing so. The is relevant for all areas of the persons
encourages others commitment to social organisation. The service served
in doing so. justice and inclusion is provider understands how
relevant for all areas of successfully the approach
the organisation. has been implemented.
7
The social service provider demonstrates Corporate Social
Responsibility through its commitment to sustainable activities
Criteria 6 contributing to society.
• Indicator: 9. Social Service Provider operates concrete commitment and
concrete practices of Corporate Social Responsibility.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
The social service The social service The social service The social service The social service
provider shows provider shows provider shows provider initiates provider has
inspiring and inspiring and inspiring and learning activities successfully
energetic; energetic leadership energetic leadership to explore implemented
leadership with with concrete with concrete innovative ways of innovative activities
concrete commitment to commitment to contributing to contributing to
commitment to Corporate Social Corporate Social Corporate Social Corporate Social
Corporate Social Responsibility Responsibility (CSR) Responsibility Responsibility as a
Responsibility (CSR) by by sustainable result of learning
(CSR) through sustainable activities activities contributing activities.
sustainable activities contributing to the to the society. The
contributing to the society. The commitment to
society. commitment to Corporate Social
Corporate Social Responsibility is
Responsibility is relevant for all areas
relevant for all areas of the organisation.
of the organisation. The service provider
understands how
successfully the
approach has been
implemented.
8
2. STAFF
Social service providers lead and manage their staff to achieve the organisations objectives
and to deliver person centred services. They are committed to employ qualified staff based
on required knowledge, skills and competences. They promote diversity of staff in the
workforce.
Social service providers enhance a culture of staff engagement and staff well -being,
development and continuous learning of all staff for the benefits of person served. They
show compliance with health, safety and appropriate working conditions of its persons
served and staff (incl. volunteers).
The social service provider defines and implements a staff
recruitment and retention policy that promotes the selection of
Criteria 7 qualified personnel based on required knowledge, skills and
competences.
• Indicators: 10. The social service provider has implemented a staff recruitment
and retention policy and procedures (Documentation of policy and
procedures on staff recruitment and retention is required).
11. Employees of the organisation are aware of the recruitment and
retention policy.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There are a clear There are a clear There are a clear The social service The social service
policy and policy and policy and procedure provider initiates provider
procedure on staff procedure on staff on staff recruitment learning activities implements
recruitment and recruitment and and retention. The to explore successfully
retention. The policy retention. The policy policy is relevant and innovative ways of innovative ways of
and procedures are is relevant and known by most staff recruitment staff recruitment and
"on the wall,” but known by most people within the and retention. retention as result of
rarely used to direct people within the organisation. The learning activities
recruitment and organisation. service provider
retention actions. understands how
successfully the
policy and procedures
on staff recruitment
and retention has
been implemented
and respected.
9
The social service provider operates its service in compliance
with mandatory national legislation for health and safety,
providing appropriate working conditions, adequate and agreed
Criteria 8 staff levels and staff ratios, and measures for rewarding
employees and volunteers.
• Indicators: 10. The social service provider shows compliance with national
legislation requirements for health and safety, appropriate working
conditions, adequate and agreed staff levels and ratios.
11. The social service provider has implemented measures for
recognition for employees and volunteers.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is clear relevant There is clear relevant There is clear relevant The social service The social service
evidence that evidence that evidence that provider initiates provider has
demonstrates demonstrates demonstrates learning activities to successfully
compliance with compliance with compliance with national explore innovative implemented
national legislation for national legislation for legislation for health and ways of complying innovative ways of
health and safety and health and safety and safety and appropriate with mandatory complying with
appropriate working appropriate working working conditions. legislation for health mandatory legislation
conditions. There is a conditions. There is a There is a clear and safety. for health and safety
clear approach on clear approach on approach on practicing as result of learning
practicing adequate practicing adequate adequate and agreed activities.
and agreed staff levels and agreed staff levels staff levels and ratios
and ratios and system and ratios and system and system of
of recognising of recognising recognising employees
employees and employees and and volunteers. The
volunteers. volunteers. The compliance with the
compliance with the national legislation is
national legislation is relevant for all areas of
relevant for all areas of the organisation and
the organisation and most employees know
most employees know the legislative
the legislative requirements. The
requirements. service provider
Measures for understands how
recognition of successfully the
employees and legislative requirements
volunteers are and the measures for
implemented. recognition have been
implemented and
complied.
The social service provider implements measures for staff
development based on a plan for personal growth, continuous
Criteria 9 learning and development.
• Indicators: 12. The social service provider has implemented a development plan
for employees based on needs. (Documentation of the
development plan for each employee is required).
13. The social service provider reviews the development plan with the
employees on regular basis.
14. The social service provider has results of effectiveness of
employees’ personal growth, continuous learning and
development. (Documentation of results on personal growth,
continuous learning and development in required)
10
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear The social The social service
approach for staff approach for staff approach for staff service provider provider has
development. The development. The development. The initiates learning successfully
development plan development plan development plan activities to implemented
is based on the is based on the is based on the explore innovative ways of
employee’s employee’s employee’s needs. innovative ways promoting
needs. A review of needs. Most Most employees of promoting employees’
the plan is carried employees are are aware of the employees’ development
out on ad-hoc aware of the content of the plan. development, personal growth
basis. content of the All plans are personal growth and continuous
plan. All plans are subject to review. and continuous learning as result
subject to review The social service learning. of learning
provider activities.
understands how
successfully the
development plan
has been
implemented.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There are some The results of The results of The social The social service
results that give employees’ employees’ service provider provider has
an indication of development are development are has identified successfully
results of staff measured with measured with trends and implemented the
development but relevant relevant indicators. compares the improvements to
information is indicators. The social service results of the the employees’
collected provider employees’ development as
randomly. understands the development result of the
achieved results. with other social comparison with
service providers other social
and/or other service providers
organisations in and/or other
National and/or organisations in
an International National and/or an
context. International
context.
The social service provider defines and implements
requirements for competence in the identified roles and
Criteria 10 functions of staff and evaluates them on an annual basis.
• Indicators: 15. The Social Service provider has implemented the competency
requirement, roles and responsibilities for each function in the
organisation (Documentation of competency requirement, roles
and responsibilities for each function is required).
16. The social service provider has evaluated competence
requirements, roles and responsibilities of staff on annual basis.
11
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
Descriptions for Descriptions for all Descriptions for all The social service The social service
some key roles exist roles and functions roles and functions provider initiates provider has
and are well exist. The key exist. The key learning activities successfully
defined. The positions are well positions are well to explore implemented
descriptions of roles defined and all defined and all innovative ways of innovative way of
and responsibilities employees have job employees have job identifying and identifying and
are clear. descriptions. The descriptions; The reviewing the reviewing the
descriptions of roles descriptions of roles competences of competences of
and responsibilities and responsibilities staff. staff as result of
are clear and are clear and learning activities.
employees are employees are aware
aware of their role of their role and
and responsibilities. responsibilities. The
social service
provider understands
how successfully the
roles and
responsibilities have
been implemented
and understood by
staff.
The social service provider recognises staff as a resource for
Criteria 11 feedback and engages staff in planning, in the development of
services and in quality improvement.
• Indicator: 17. The social service provider has demonstrated measures for the
involvement of staff in planning, service development and quality
improvement.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is clear There is clear There is clear evidence The social The social service
evidence of the evidence of the that demonstrate service provider has
involvement of staff involvement of staff involvement of staff in provider successfully
in planning, service in planning, service planning, service initiates implemented
development and development and development and quality learning innovative way of
quality quality improvement. activities to involving staff in
improvement. improvement. Opportunities to be explore planning, service
Opportunities to be Opportunities to be involved in planning, innovative development and
involved in planning, involved in planning, service development and ways of quality improvement
service development service development quality improvement are involving staff as result of learning
and quality and quality communicated. Most in planning, activities.
improvement are improvement are employees know the service
communicated. communicated. opportunities to be development
Most employees involved in planning, and quality
know the service development and improvement.
opportunities to be quality improvements.
involved in planning, The service provider
service development understands how
and quality successfully the
improvements. involvement of employees
has been implemented.
12
Criteria 12 The social service provider operates specific measures that
enhance the motivation of staff.
• Indicator: 18. The social service provider has demonstrated measures for
satisfying and motivating employees.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is clear There is clear There is clear The social service The social service
relevant evidence evidence that there evidence that there provider initiates provider has
that there are are specific are specific measures learning activities successfully
specific measures of measures of of satisfying and to explore implemented
satisfying and satisfying and motivating of innovative ways of innovative way of
motivating of motivating of employees. The satisfying and satisfying and
employees. employees. The measures are applied motivating motivating
measures are for all employees. employees. employees as a
applied for all The social service result of learning
employees. understands how activities.
successfully these
measures are
implemented.
13
3. RIGHTS
Social Service Providers are committed to protect, promote and respect the rights of the
person served in terms of equal opportunities, equal treatment and freedom of choice, self-
determination and equal participation. This commitment is visible in the organisational values
and in all elements of service development, service delivery of the social service provider.
Social Service providers ensure that the persons served understand and approve all their
proposed individual interventions.
The social service provider guarantees the rights of person
served and these rights are outlined in a Charter of Rights that
Criteria 13 is based on international human rights conventions.
• Indicators: 19. The social service provider has implemented a charter of rights for
person served based on international human rights conventions
(Documentation of charter of rights for person served is required).
20. Employees are aware about the rights of person served and
demonstrate respecting the rights of service users.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear The social service The social service
expression of rights expression of rights expression of rights of provider initiates provider has
of persons served of persons served persons served that learning activities successfully
that reflects human that reflects human reflects human rights. to explore implemented
rights. The rights. The charter The charter of rights innovative ways of innovative ways of
expression about of rights are known are known and guaranteeing the guaranteeing the
rights is ‘on the and understood by understood by rights of person rights of person
wall’, but rarely used persons served and persons served and served. served as result of
to direct actions. employees of the employees of the learning activities
organisation. organisation. The
service provider
understands how
successfully the rights
of person served
have been
implemented and
respected by
employees.
The social service provider informs and supports persons
Criteria 14 served in understanding their rights in an accessible way.
• Indicator: 21. The social service provider ensures that the people served are
aware about their rights.
14
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is clear There is clear There is clear The social service The social service
evidence of evidence of evidence of informing provider initiates provider has
informing the informing persons person served about learning activities successfully
persons served served about their their rights. The to explore implemented
about their rights. rights. The information about the innovative ways of innovative way of
The information information about rights of person informing of the informing the person
about the rights of the rights of the served is person served on served on their
persons served is person served is communicated in an their rights. rights as a result of
‘on the wall’, Some communicated in an accessible and learning activities
persons served may accessible and understandable way
be aware of this understandable way for persons served.
information. for persons served. Persons served are
Persons served are aware of their
aware of their fundamental rights.
fundamental rights. The service provider
understands how
successfully the
persons served have
understood their
rights.
The social service provider respects that person served freely
pursue personal goals and aspirations in line with their choices,
Criteria 15 needs and abilities.
• Indicator: 22. The social service provider supports the persons served in
pursuing their personal goals.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is clear There is clear There is clear The social The social service
evidence that evidence that evidence that that service provider provider has
persons served persons served persons served initiates learning successfully
are freely allowed are freely allowed freely pursue their activities to implemented
to pursue their to pursue their personal goals and explore innovative ways of
personal goals personal goals aspirations. innovative ways facilitating the
and aspirations. and aspirations. Persons served of facilitating the persons served to
The information They pursue their pursue their persons served pursue their
about the rights of personal goals personal goals and to pursue their personal goals as
person served is and aspirations in aspiration in personal goals. a result of learning
‘on the wall’. practice. practice. The activities
service provider
understands how
successfully the
approach has been
implemented.
15
The social service provider evaluates its performance in
promoting and practice the rights of person served in all areas
Criteria 16 of the organisation.
• Indicator: 23. The social service provider has results on promoting and
respecting the rights of person served. (Document on results on
promoting and practicing the rights of person served is required)
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There are some Performance results Performance results The social service The social service
performance results on promoting and on promoting and provider has provider has
on promoting and practicing the rights practicing the rights of identified trends successfully
practicing the rights of person served are person served are and compares the implemented the
of person served, measured with measured with results of improvements of
which are collected relevant indicators. relevant indicators. promoting and promoting and
randomly. The social service practicing the practicing the rights
provider understands rights of person of person served as
the achieved results. served with other a result of the
social service comparison with
providers and/or other social service
other organisations providers and/or
in National and/or other organisations
an International in National and/or
context. an International
context.
The social service provider has an accessible complaint
management system that registers and responds complaints
from persons served, purchasers and other relevant
Criteria 17 stakeholders.
• Indicators: 24. The social service provider has implemented an accessible
complaint management system. (Documentation of complaint
management system is required)
25. The complaint management system responds to all complaints.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear system There is a clear system of The social The social
system of being of being responsive to being responsive to service service provider
responsive to complaints. Person complaints. Person served, provider has successfully
complaints. The served, staff, funders and staff, funders and other initiates implemented
system is 'on the other relevant relevant stakeholders know learning innovative ways
wall'. Complaints stakeholders are familiar the complaint procedures. activities to of managing
of persons with the complaint Complaints of persons explore complaints as
served, funders procedures. Complaints served, funders and other innovative result of learning
and other relevant of persons served, relevant stakeholders are ways of activities
stakeholders are funders and other collected and registered. All managing
responded to relevant stakeholders are complaints are responded to. complaints.
randomly. collected and registered. The social service provider
All complaints are understands how
responded to. successfully the procedures
are implemented.
16
4. ETHICS
Social Service providers operate on the basis of ethical guidelines that respects dignity and
wellbeing of staff, persons served and their families or carer givers. They provide service
based on trust, confidentiality, honesty to persons served. Social Service Providers promote
protection of persons served from abuse and misconduct.
The social service provider promotes ethical behaviour and
Criteria 18 wellbeing for staff, persons served and their families or
caregivers.
• Indicators: 26. The social service provider has implemented a policy on
ethics and wellbeing for all. (Documentation on policy on ethics
and wellbeing is required)
27. Employees, persons served and their families or caregivers
demonstrate how they act according to the organisation policy on
ethics and wellbeing for all.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear The social service The social service
written expression of written expression of written expression of provider initiates provider has
policy on ethics and policy on ethics and policy on ethics and learning activities successfully
wellbeing for all. The wellbeing for all. The wellbeing for all. The to explore implemented
expression about policy on ethics and policy on ethics and innovative ways of innovative way of
ethics is ‘on the wellbeing for all is wellbeing for all is promoting the promoting the
wall’, but rarely used known and known and wellbeing for staff, wellbeing for staff,
to direct actions or understood by all. understood by all. persons served persons served and
govern behaviour. The provider and their families their families or
understands how or caregivers. caregivers as result
successfully this of learning activities
policy has been
implemented.
The social service provider defines and implements its
Criteria 19 guidelines on ethics, which ensures that the dignity of the
persons served is respected.
• Indicators: 28. The social service provider has implemented a Code of Ethics to
ensure the dignity of person served and to govern staff behaviour
in service delivery. (Documentation of Code of Ethics is required)
29. Social service provider ensures that staff, person served and
families are aware of the Code of Ethics and act accordingly.
17
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear The social service The social service
written Code of written Code of written Code of provider initiates provider has
Ethics. The Code Ethics. The Code of Ethics. The Code of learning activities successfully
Ethics is ‘on the Ethics is known and Ethics is known and to explore implemented
wall’, but rarely used understood by all. understood by all. innovative ways of innovative way of
to govern behaviour The provider promoting the promoting the
of staff. understands how respect of the respect of the
successfully the code dignity of the dignity of the
of Ethics has been persons served. persons served as
implemented and result of learning
respected by all. activities.
The social service provider facilitates access to services and
Criteria 20 resources in a non-discriminatory and transparent manner.
• Indicators: 30. The social service provider ensures access to advocates and/or
supporting persons
31. The social service provider demonstrates non-discrimination on the
access to services.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear The social service The social service
approach on approach on approach on provider initiates provider has
facilitating access to facilitating access to facilitating access to learning activities successfully
services and services and services and to explore implemented
supporting persons. supporting persons. supporting persons. innovative ways of innovative ways of
The approach is 'on There is clear There is clear providing access to providing access to
the wall’, but rarely evidence on non- evidence on non- persons served to persons served to
used by staff and discrimination. The discrimination. The services and services and
not known by approaches are approaches are resources. resources as result
persons served. known and known and of learning activities.
There is some understood by many understood by many
evidence of a within the within the
system of non- organisation. organisation. The
discrimination and provider understands
access to services. how successfully
these approaches
have been
implemented.
The social service provider provides and ensures services
operating in a safe system of working within a safe environment
to ensure the physical security of persons served, their families
Criteria 21 and caretakers.
• Indicator: 32. The social service provider has implemented a health and safety
plan. (Documentation of health and safety plan is required)
18
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear The social service The social service
written plan for written plan for written plan for health provider initiates provider has
health and safety for health and safety for and safety for staff learning activities successfully
staff and person staff and person and person served. to explore implemented
served. The health served. The health The health and safety innovative ways of innovative way of
and safety plan is and safety plan is plan is known and creating a safe creating a safe
"on the wall,” but known and understood by many environment to environment to
rarely monitored to understood by many within the ensure the ensure the physical
enhance a safe within the organisation. The physical security of security of persons
environment. organisation. provider understands persons served. served as result of
how successfully the learning activities.
plan has been
implemented.
The social service provider operates mechanisms that prevent
Criteria 22 the physical, mental and financial abuse of the person served
• Indicator: 33. The social service provider has implemented procedures that
prevent the physical, mental and financial abuse of persons
served. (Documentation of procedures that prevent the physical,
mental and financial abuse is required)
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear The social service The social service
written procedure for written procedure for written procedure for provider initiates provider has
preventing the preventing the preventing the learning activities successfully
physical, mental and physical, mental and physical, mental and to explore implemented
financial abuse of financial abuse of financial abuse of innovative ways of innovative ways of
person served. The person served. The person served. The preventing the preventing the
procedures are "on procedures are procedures are physical, mental physical, mental and
the wall,” but rarely known and known and and financial financial abuse of
used for monitoring understood by many understood by many abuse of the the person served
prevention and within the within the person served. as result of learning
evaluation. organisation. organisation. The activities
service provider
understands how
successfully these
procedures have
been implemented
and respected.
19
The social service provider defines, monitors and evaluates a
set of principles, values and procedures that govern behaviour
Criteria 23 in service delivery containing aspects of confidentiality,
accuracy, privacy and integrity.
• Indicators: 34. The social service provider has implemented procedures to ensure
the confidentiality of sensitive information, the accuracy of records,
privacy, dignity and physical integrity of person served.
(Documentation of procedures for ensuring confidentiality, the
accuracy of records, privacy, dignity and physical integrity of
person served is required)
35. The social service provider has reviewed its procedures for the
confidentiality of information, accuracy of records, privacy, dignity
and physical integrity of the person served on regular basis.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear The social service The social services
written procedure for written procedure for written procedure for provider initiates provider has
confidentiality, confidentiality, confidentiality, learning activities successfully
accuracy, privacy accuracy, privacy accuracy, privacy and to explore implemented
and integrity of the and integrity of the integrity of the person innovative ways of innovative way of
person served. The person served. served. These ensuring the ensuring the
procedures are "on These procedures procedures are confidentiality, confidentiality,
the wall,” but rarely are known and known and privacy and privacy and integrity
used for ensuring understood by many understood by the integrity of persons of persons served
and governing within the organisation. The served. as result of learning
behaviour in the organisation. service provider activities
delivery of services. understands how
successfully these
procedures has been
implemented and
respected.
20
5. PARTNERSHIP
Social Service providers operate in partnership with relevant stakeholders to support the
achievement of the vision and mission of the organisation. Social Service provider's
partnerships support the continuum of comprehensive services and the person centred
outcomes. Social Service provider's partnerships contribute to the inclusion of person served
into the society.
The social service provider works in partnership with relevant
stakeholders to ensure a continuum of comprehensive services
Criteria 24 and inclusion of person served.
• Indicator: 36. The social service provider demonstrates the use of
partnerships ensuring a continuum of comprehensive services and
inclusion of person served.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear The social service The social services
approach on approach on approach provider initiates provider has
partnerships and partnerships and partnerships and learning activities successfully
cooperation with for- cooperation with for- cooperation with for- to explore implemented
profit, and/or non- profit, and/or non- profit, and/or non- innovative ways of innovative ways of
profit organisations profit organisations profit organisations or creating creating
or organisations in or organisations in organisations in the partnerships to partnerships to
the public sector. the public sector. public sector. The ensure ensure
The approach is The approach is approach is focused comprehensive comprehensive
focused on creating focused on creating on creating a services and services and
a continuum of a continuum of continuum of services inclusion of inclusion of persons
services and the services and the and the inclusion of persons served. served as a result of
inclusion of persons inclusion of persons persons served. All learning activities.
served. served. All relevant relevant parts of the
parts of the organisation are
organisation are engaged in
engaged in partnerships. The
partnerships. social service
provider understands
how successfully the
organisation works in
its partnerships.
The social service provider evaluates the results and benefits of
Criteria 25 its partnership for the person served and for the organisation
• Indicator: 37. The social service provider has relevant tangible results and
benefits of its partnership for persons served and for the
organisation. (Document of results and benefits of its partnership
are required)
21
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is some There is some There is some The social service The social service
concrete information concrete information concrete information provider has provider has
on the results of on the results of on the results of identified trends successfully
collaborating with collaborating with collaborating with and compares the implemented
organisations. The organisations. The organisations. The results of its improvements of
evaluation is service provider has service provider has partnerships with partnerships as a
focused on results clear indicators for clear indicators for other social service result of the
of collaboration in the results of its the results of its providers and/or comparison with
service partnership. The partnership. The other organisations other social service
development, evaluation shows evaluation shows in National and/or providers and/or
inclusion of person results of results of partnership an International other organisations
served and ensuring partnership on on inclusion of person context. in National and/or
a continuum of inclusion of person served and ensuring an International
services. served and ensuring continuum of context. .
a continuum of services. The social
services. service provider has
reliable and tangible
data and understands
the achieved results
of its partnerships.
22
6. PARTICIPATION
Social Service providers ensure the full participation and active inclusion of person served /
representation at all levels of the organisation and within the community. Social service
providers involve persons served as active participants in the decision-making in the service
team.
In pursuit of more equal participation and inclusion, social service providers facilitate and
support the empowerment of the persons served.
Social service providers facilitate and support advocacy to promote equal opportunities and
participation for person served.
The social service provider is responsive to and supports the
person served in expressing individual contributions, opinions
Criteria 26 and views.
• Indicator: 38. The social service provider provides opportunities for the person
served to express their opinions and views.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear The social service The social service
approach for approach for approach for persons provider initiates provider has
persons served to persons served to served to express learning activities successfully
express their express their their opinions and to explore implemented
opinions and views. opinions and views. views. The approach innovative innovative
The approach in 'on- The approach on on expressing opportunities for opportunities for the
the wall'. Feedback expressing opinions opinions and views by the persons served persons served to
from the persons and views by the the persons served is to express their express their
served is randomly persons served is understood and opinions and views opinions and views
collected. understood and exercised in all areas as result of learning
exercised in all of the organisation. activities
areas of the The social service
organisation. provider understands
how successfully the
approach has been
implemented.
23
The social service provider includes persons served as active
Criteria 27 participants in service planning, service delivery and evaluation
of the services.
• Indicators: 39. The social service provider has implemented a policy and
procedures for including persons served as active participants in
service planning, delivery and evaluation. (Documentation of policy
and procedures for including persons served is required)
40. The social service provider has results of including person served
as active participant in service planning, in service delivery and in
the evaluation of services. (Documentation on results of including
person served is required)
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear policy The social service The social service
policy and policy and and procedures for provider initiates provider has
procedures for procedures for including persons learning activities successfully
including persons including persons served as active to explore implemented
served as active served as active participant in service innovative ways of innovative ways of
participant in service participant in service planning, delivery and including person including person
planning, delivery planning, delivery evaluation The served in service served in service
and evaluation. The and evaluation. The procedures for planning, delivery planning, delivery
policy and procedures for including persons and evaluation. and evaluation
procedures are ‘on including persons served are relevant
the wall’, but rarely served are relevant for all areas of the
used in practice. for all areas of the organisation and
organisation and known by most of the
known by most of persons served and
the persons served staff. The service
and staff. provider understands
how successfully the
policy and procedures
have been
implemented.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There are limited There are results of There are results of The social service The social service
results of involving involving persons involving persons provider has provider has
persons served in served in service served in service identified trends implemented
service planning, planning, delivery planning, delivery and and compares the improvements of the
delivery and and evaluation of evaluation of results of the involvement of
evaluation of services. These services. These involvement of person served as
services. These results are results are measured person served with result of the
results are collected measured with with relevant other social service comparison with
randomly. relevant indicators. indicators. The social providers and/or other social service
service provider has other organisations providers and/or
reliable and tangible in National and/or other organisations
data and understands an International in National and/or
the achieved results context. an International
of the involvement of context.
persons served.
24
The social service provider reviews and reflects annually on the
participation of persons served, based on input of person
Criteria 28 served.
• Indicator: 41. The social service provider demonstrates its actions on reviewing
and reflecting on the participation of person served.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is some Activities for Activities for The social service The social service
evidence that participation of participation of provider initiates provider has
participation of person served are person served are learning activities successfully
person served is reviewed on regular reviewed on regular to explore implemented
reviewed. The basis. basis. The social innovative ways of innovative ways of
review is carried out service provider reviewing the reviewing the
randomly and on an understands how activities of activities of
ad-hoc basis. successfully participation of participation of
participation of person served. person served as a
person served has result of the learning
been implemented. activities.
The social service provider implements specific measures for
Criteria 29 staff and service users to understand, to enhance and to
improve the empowerment of person served.
• Indicators: 42. The social service provider has defined and implemented the
concept of empowerment for persons served. (Documentation of a
defined concept of empowerment is required)
43. The social service provider can show tangible results of
empowering person served. (Documentation required)
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear The social service The social service
written expression of written expression of written expression of provider initiates provider has
the concept of the concept of the concept of learning activities successfully
empowerment of empowerment of empowerment of to explore implemented
person served; person served. person served; The innovative ways of innovative ways of
There is a limited concept of empowering the empowering the
understanding of The concept of empowerment is person served. person served as
concept of empowerment is understood by most result of learning
empowerment by understood by most employees and activities
staff and persons employees and persons served.
served. persons served.
The service provider
understands how
successfully the
concept of
empowerment has
been implemented.
25
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There are some There are results on There are results on The social service The social service
results on the the empowerment of the empowerment of provider has provider has
empowerment of persons served. persons served. identified trends implemented
persons served. Results on the Results on the and compares the improvements of
Results are empowerment of empowerment of results of empowering the
collected randomly. persons served are persons served are empowering the person served as
measured with measured with person served with result of the
relevant indicators. relevant indicators. other social service comparison with
The social service providers and/or other social service
provider has reliable other organisations providers and/or
and tangible data and in National and/or other organisations
understands the an International in National and/or
achieved results of context. an International
the empowerment of context.
persons served.
The social service provider implements specific measures for
Criteria 30 staff and person served to understand and to establish an
empowering environment.
• Indicators: 44. The social service provider has established the conditions for
creating an empowering environment.
45. The employees and persons served understand how an
empowering environment is facilitated.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is clear There is clear There is clear The social service The social service
evidence of an evidence of an evidence of an provider initiates provider has
established established established learning activities successfully
empowering empowering empowering to explore implemented
environment. environment. environment. innovative ways of innovative ways
There is a limited The conditions in The conditions in the creating an creating an
understanding of the the environment to environment to empowering empowering
conditions of an facilitate facilitate environment. environment as
empowering empowerment is empowerment is result of learning
environment by staff understood by most understood by most activities
and person served. employees and employees and
person served. person served.
The service provider
understands how
successfully the
empowering
environment is
implemented.
26
27
7. PERSON CENTRED APPROACH
Social service providers are providing services that are driven by the needs, expectations
and capacity of persons served. Services delivered take into account the physical and social
environment of the person served. These services are aimed at improving the quality of life
of the persons served. Social service providers respect the individual contribution by
engaging persons served in self-assessment, planning, service delivery, feedback and
evaluation.
The social service provider delivers services that are responsive
to individual choices, needs and abilities of the person served in
Criteria 31 line with organisation mission, vision and values of the
organisation.
• Indicators: 46. The social service provider supports person served in being able to
express their needs, expectations and choices.
47.The social service provider delivers services based on the needs
and expectations of the persons served.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is clear There is clear There is clear The social service The social service
evidence that the evidence that the evidence that the provider initiates provider has
social service social service social service learning activities successfully
provider supports provider supports provider supports to explore implemented
the persons served the persons served persons served in innovative ways of innovative ways of
in expressing their in expressing their expressing their delivering services delivering services
needs. Services are needs. Services are needs. Services are based on needs of based on needs of
based on needs and based on needs and based on needs and persons served persons served as
abilities of person abilities of person abilities of person result of learning
served. served. The served. The activities
responsiveness to responsiveness to
choice, needs and choice, needs and
abilities in service abilities in service
provision is provision is
understood by many understood by many
within the within the
organisation. organisation. The
social service
provider understands
how successfully the
needs and abilities of
person served have
been addressed.
28
The social service provider has a clear concept of Quality of Life
for Person Served and implements activities, which are based
Criteria 32 on a needs assessment of the person served, with the aim of
improving their quality of life.
• Indicators: 48. The social service provider has defined and implemented the
concept of Quality of Life for persons served. (Documentation of defined
the concept of Quality of Life is required)
49. The social service provider has tangible results of the activities that
improve the quality of life of person served. (Document required)
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear The social service The social service
organisational organisational organisational written provider initiates provider has
written expression written expression expression how to learning activities successfully
how to understand / how to understand / understand / to to explore implemented an
to interpret the to interpret the interpret the concept innovative innovative approach
concept of Quality of concept of Quality of of Quality of Life for approaches to the to the Quality of Life
Life for person Life for person person served; The Quality of Life for for persons served
served. The Quality served. The concept concept of Quality of persons served. as result of learning
of Life concept is 'on of Quality of Life is Life is understood by activities
the wall'. understood by many many within the
within the organisation. The
organisation. service provider
understands how
successfully
employees have
implemented this
concept.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There are limited There are results of There are results of The social service The social service
results of improving improving the quality improving the quality provider has provider has
the quality of life of of life persons of life of persons identified trends implemented
persons served. served. These served These results and compares the improvements in the
These results are results are are measured with results of the quality of life of
collected randomly. measured with relevant indicators. achieved results of persons served as
relevant indicators. The social service the improvement in result of the
provider has reliable the quality of life of comparison with
and tangible data and persons served other social service
understands the with other social providers and/or
achieved results of service providers other organisations
the improvement in and/or other in National and/or
the quality of life of organisations in an International
persons served. National and/or an context.
International
context. .
29
The social service provider documents and reviews the planning
and delivery of services based on the identification of individual
Criteria 33 needs, expectations and changing circumstances of persons
served in an Individual Plan.
• Indicators: 50. The service provider has implemented an Individual Plan for each
person served that records needs, expectations, services and
results of person served. (Documentation of Individual Plan is
required)
51. The Individual Plan of the person served is reviewed and
updated on regular basis.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is clear There is clear Persons served have The social service The social service
evidence that each evidence that each an Individual Plan provider initiates provider has
person served has person served has that is based on learning activities successfully
an Individual Plan. an Individual Plan. individual needs and to explore implemented an
Individual plans are All plans are subject expectations. This innovative innovative approach
reviewed and to regular review. approach is approaches to to Individual
updated randomly. This approach Is implemented in all Individual Planning Planning as result of
implemented in all relevant areas of the the learning
relevant areas of the organisation. All plans activities.
organisation. are subject to regular
review. The social
service provider
understands how
successfully this
approach has been
implemented
The social service provider takes into account the physical and
social environment of the person served in the development,
Criteria 34 the delivery and evaluation of the services provided to the
persons served.
• Indicator: 52. The social service provider delivers services that address the
physical and social needs of the person served.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is clear There is clear There is clear evidence The social The social service
evidence that evidence that that services are adapted service provider provider has
services are services are to address the physical initiates learning successfully
adapted to address adapted to address and social needs of the activities to implemented an
the physical and the physical and person served. The explore innovative
social needs of the social needs of the adaptation of services is innovative approach of
person served. The person served. The implemented within all approaches of adapting services
evidence is adaptation of relevant areas of the adapting to the physical and
collected on ad-hoc services is organisation. The social services to the social needs of
basis. implemented within service provider physical and person served as
all relevant areas of understands how social needs of result of the
the organisation. successfully the person served. learning activities.
adaptations have been
understood and
30
implemented.
The social service provider involves the persons served in the
Criteria 35 design and the review of the Individual Plan to ensure his / her
individual contribution is part of the plan.
• Indicators: 53. The social service provider has implemented procedures for
involving persons served in the creation and the review of their
Individual Plan. (Documentation of procedures for involving
persons served is required)
54. The social service provider has tangible results of their actions to
involve person served in their Individual Plan. (Documentation of
results of involving person served is required)
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There are clear There are clear There are clear The social service The social service
procedures for procedures on procedures on provider initiates provider has
person served to be involvement of involvement of learning activities successfully
involved in the persons served in persons served in to explore implemented an
creation and review creating and creating and innovative innovative approach
of the Individual reviewing the reviewing the approaches of of involving persons
Plan. The Individual Plan. The Individual Plan. The involving persons served in the
procedures are 'on- approach on approach on involving served in the creation and the
the wall'. Review of involving persons persons served is creation and the review of their
person served is served is operationalised in all review of their Individual Plan as
randomly collected. operationalised in all relevant areas of the Individual Plan. result of the learning
relevant areas of the organisation. The activities.
organisation. social service
provider understands
how successfully this
approach has been
implemented.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There are limited There are results of There are results of The social service The social service
results of involving involving persons involving persons provider has provider has
persons served in served in involving served in involving identified trends implemented
their Individual person served in person served in their and compares the improvements the
Plans. These results their Individual Individual Plans. results of results of
are collected Plans. These results These results are involvement of involvement of
randomly. are measured with measured with person served in person served in
relevant indicators relevant indicators. their Individual their Individual
The social service Plans with other Plans as result of
provider has reliable social service the comparison with
and tangible data and providers and/or other social service
understands the other organisations providers and/or
achieved results of in National and/or other organisations
the involvement of an International in National and/or
persons served. context. an International
context.
31
32
8. COMPREHENSIVENESS
Social service providers ensure that the person served has access to a continuum of holistic
and community based services. Social service providers are committed to the provision of
services that span from early intervention to support and follow up. The services should be
delivered in a coordinated way and through a multi - disciplinary team approach or in a multi
-agency setting.
The social service provider ensures that the person served can
access a continuum of services that span from early intervention
Criteria 36 to support and follow up, responding to changing requirements
over time.
• Indicators: 55. The social service provider delivers a continuum of services.
56. The social service provider has results of evaluating the continuum
of services.(Documentation of results of continuum of services is
required)
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There are clear There are clear There are clear The social service The social service
measures for measures for measures for provider initiates provider has
ensuring a ensuring a ensuring a continuum learning activities successfully
continuum of continuum of of services. The to explore implemented an
services. The services. These measures are innovative ways of innovative way of
measures are taken measures are implemented within offering a offering a continuum
on ad-hoc basis. implemented within all relevant areas of continuum of of services as result
all relevant areas of the organisation. The services. of the learning
the organisation. social service activities.
provider understands
how successfully
these measures have
been implemented.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There are limited There are results of There are results of The social service The social service
results of evaluating evaluating the evaluating the provider has provider has
the continuum of continuum of continuum of identified trends implemented
services. These services. These services. These and compares the improvements in the
results are collected results are results are measured results of the delivery of
randomly. measured with with relevant evaluating the continuum of
relevant indicators. indicators. The social continuum of services as result of
service provider has services with other the comparison with
reliable and tangible social service other social service
data and understands providers and/or providers and/or
the achieved results other organisations other organisations
of the improvement in in National and/or in National and/or
delivery of the an International an International
continuum of context. context.
services.
33
The social service provider operates services from a holistic
approach based on the needs and expectations of the person
Criteria 37
served, family or care givers.
• Indicator: 57. Services are based on the holistic assessment of needs and
expectations of person served, family and caregivers that takes
account all life dimensions and the environment of person served.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear The social service The social service
system of holistic system on holistic system on holistic provider initiates provider has
assessment of assessment of assessment of needs learning activities successfully
needs and needs and and expectations of to explore implemented
expectations of expectations of person severed, innovative ways of innovative ways of
person severed, person severed, family and caregivers. offering holistic offering holistic
family and family and The system is services to person services to person
caregivers. The caregivers. The understood by many served. served as result of
system is 'on the system is and implemented in the learning
wall' and poorly understood by many all areas of the activities.
understood and and implemented is organisation. The
rarely used in all areas of the social service
practice. organisation. provider understands
how successfully the
system is
implemented in the
organisation.
The social service provider identifies and reviews the services
delivery activities, monitors and maintains control over the
Criteria 38
quality of the delivery of the service.
• Indicators: 58. The social service provider has implemented its key delivery
activities. (Documentation of key delivery activities is required)
59. The social service provider monitors the performance of the key
service delivery activities on regular basis.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
Key delivery All key delivery All key delivery activities The social The social service
activities are clearly activities are clearly are clearly described. service provider provider has
described. The described. The The monitoring is initiates learning successfully
description is 'on the monitoring is implemented within all activities to implemented
wall'. The monitoring implemented within areas of the explore innovative ways of
takes place on ad- all areas of the organisation. innovative ways monitoring the
hoc basis. organisation. of monitoring the quality of the
There is a common quality of the delivered services
There is limited There is a common understanding by staff. delivered as result of the
understanding by understanding by The social service services. learning activities.
staff. staff. provider understands
how successfully the
approaches have been
implemented.
34
The social service provider delivers services to the persons
Criteria 39 served in a community based setting and in line with the
provider’s vision and mission.
• Indicators: 60. The social service provider demonstrates that it delivers
services in a community based setting.
61. The social service provider demonstrates that key service activities
are delivered in line with the vision and mission of the organisation.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is some Services are Services in all The social service The social service
evidence that delivered in line with relevant areas of the provider initiates provider has
services are organisational organisation are learning activities successfully
delivered in mission and vision delivered in to explore implemented
community based and in all relevant community based innovative ways of innovative ways of
setting. Key services areas of the setting and in line delivers services in delivers services in
are in line with organisation and with organisational a community a community based
organisational delivered in mission. The social based setting. setting as result of
mission. community based service provider the learning
setting. understands how activities.
successfully this
approach has been
implemented.
The social service provider delivers services to the persons
Criteria 40 served in a coordinated way.
• Indicator: 62. The social service provider shows evidence that the activities are
coordinated and delivered in a continuum.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear The social service The social service
system of system of system of provider initiates provider has
coordinating coordinating coordinating services learning activities successfully
services to persons services to persons to persons served. to explore new implemented new
served. The system served. The system The system of ways of ways of coordinating
of coordination is 'on of coordination is coordination is coordinating services to person
the wall'. implemented in all implemented in all services to person served as result of
areas of the areas of the served. the learning
organisation. organisation. The activities.
social service
provider understands
how successfully the
system has been
implemented.
35
The social service provider delivers services to the persons
Criteria 41 served in a multi-disciplinary or multi-agency setting.
• Indicator: 63. The social service provider demonstrates that services are
delivered in a multidisciplinary way.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is some There is clear There is clear The social service The social service
evidence of evidence of evidence of provider initiates provider has
multidisciplinary multidisciplinary multidisciplinary learning activities successfully
approach. The approach. The approach. The to explore implemented an
approach is 'on the approach is approach is innovative ways of innovative way of
wall' and understood implemented in the implemented in the delivering services delivering services
by some staff. organisation and organisation and to the persons to the persons
understood by all understood by all served in a served in a
employees. employees. The multidisciplinary multidisciplinary way
social service way. as result of the
provider understands learning activities.
how successfully the
approach has been
implemented.
36
9. RESULT ORIENTATION
Social service providers are aiming to achieve planned results, outcomes, benefits and best
value for person served, relevant stakeholders (including funders). Social service providers
demonstrate organisational achievements and achievements of person served in line with
their mission and their core activities. Service impacts are measured, monitored, and are an
important element of continuous improvement, transparency and accountability processes.
Criteria 42 The social service provider identifies its business and service
results and has formal periodic and independent reviews.
• Indicators: 64. The social service provider has identified and records its business
and service results. (Documentation of business and service
results is required)
65. The financial results have been periodically validated by
independent review to ensure financial continuity & sustainability.
(Documentation of independent review is required)
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There are some The social service The social service The social service The social service
results that give an provider has provider has provider initiates provider has
indication of the systematically systematically learning activities successfully
achievements of the recorded its recorded its business to explore implemented an
social service business and its and its service results innovative ways of innovative way of
provider. An service results based on clear and identifying its identifying its
independent body based on clear and relevant indicators. business, service business, service
has not validated relevant indicators. The results are and financial and financial results
the financial results. The results are relevant for the results. as result of the
relevant for the organisation. An learning activities.
organisation. An independent body
independent body has validated the
has validated the financial results. The
financial results. social service
provider understands
its results in the
national context.
The social service provider records results, outcomes and
benefits for person served of the received services on individual
Criteria 43 and collective basis.
• Indicator: 66. The social service provider has identified the outcomes and
benefits to the person served on an individual and collective basis.
(Documentation of outcomes and benefits to the person served on
a collective basis is required)
37
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There are some The social service The social service The social service The social service
results on outcomes provider has results provider has results has identified provider has
and benefits of the on outcomes and on outcomes and trends and successfully
provided services benefits of the benefits of the compares the achieved improved
available which give provided services on provided services on results of outcomes and
some indication of an individual and an individual and outcomes and benefits as result of
the current collective basis. The collective basis. The benefits with other the comparison with
achievements. results are based on results are based on social service other social service
clear and relevant clear and relevant providers and/or providers and/or
indicators. indicators. The social other organisations other organisations
service provider has in National and/or in National and/or
reliable and tangible an International an International
data and understands context. . context.
the achieved results
of the services.
The social service provider evaluates results, outcomes and
benefits for person served, in line with its mission, in order to
Criteria 44 determine actions for improvement and best value for persons
served, funders and other relevant stakeholders.
• Indicator: 67. The social service provider has implemented actions for improving
services based on the evaluation of outcomes, results and
benefits.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is some There is a There is a systematic The social service The social service
evidence of systematic implementation of provider initiates provider has
improvement implementation of improvement actions learning activities successfully
actions. The actions improvement based on evaluation to explore implemented
are carried out on actions based on of results. The innovative ways of innovative ways of
an ad hoc basis. the evaluation of improvement actions improving services improving services
results. The are implemented in all based on the based on the
improvement relevant areas of the evaluation of evaluation of
actions are organisation. The outcomes. outcomes as a
implemented in all social service result of learning
relevant areas of the provider understands activities
organisation. the results of the
improvement actions.
The social service provider measures the satisfaction of persons
Criteria 45 served and all relevant stakeholders by internal and/or external
evaluation.
• Indicator: 68. The social service provider has recorded an overview of
satisfaction of person served and other relevant stakeholder.
(Documentation of satisfaction of person served and other relevant
stakeholders is required)
38
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There are some The social service The social service The social service The social service
results that give an provider has results provider has results provider has provider has
indication of the that show that show satisfaction identified trends successfully
satisfaction of satisfaction of of person served and and compares the implemented
person served and person served and other stakeholders. results of the improvements in the
other relevant other stakeholders. The results are based satisfaction of satisfaction of
stakeholders The results are on clear and relevant persons served persons served and
based on clear and indicators. The social and all relevant all relevant
relevant indicators. service provider has stakeholders with stakeholders as
reliable and tangible other social service result of the
data and understands providers and/or comparison with
the satisfaction of all. other organisations other social service
in National and/or providers and/or
an International other organisations
context. in National and/or
an International
context.
The social service provider provides accessible and easily
Criteria 46 understandable information on records on results, outcomes,
including results of surveys.
• Indicator: 69. The social service provider can demonstrate that information about
results are understood by person served, staff and other relevant
stakeholders. (Documentation on perceived information on results
of stakeholders is required)
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There are some The social service The social service The social service The social service
results that give an provider has results provider has results provider has provider has
indication that that show that that show that person identified trends successfully
person served; staff person served; staff served; staff and and compares the implemented
and other relevant and other relevant other relevant results of improvements in
stakeholders are stakeholders are stakeholders are understanding providing accessible
informed. informed. The informed. The results information of and easily
results are based on are based on clear persons served understandable
clear and relevant and relevant and all relevant information to
indicators. indicators. The social stakeholders with persons served and
service provider has other social service all relevant
reliable and tangible providers and/or stakeholders as
data and understands other organisations result of the
the way information is in National and/or comparison with
understood. an International other social service
context. providers and/or
other organisations
in National and/or
an International
context.
39
The social service provider actively disseminates organisation
performance on business and service results among its staff,
Criteria 47 person served and all relevant stakeholders.
• Indicator: 70. The social service provider demonstrates ways of disseminating
information about the performance of the organisation.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear The social service The social service
system of informing system of informing system of informing provider initiates provider has
person served, staff person served, staff person served, staff learning activities successfully
and stakeholders and stakeholders and stakeholders to explore implemented
about business and about business and about business and innovative ways of innovative ways of
service results. The service results. The service results. The disseminating disseminating
approach is 'on the approach is approach is organisation organisation
wall'. implemented in all implemented in all performance on performance on
relevant areas of the relevant areas of the business and business and
organisation. organisation. The service results. service results
social service
provider understands as result of learning
how successfully this activities
system has been
implemented.
40
10. CONTINUOUS IMPROVEMENT
Social service providers are committed to continuous learning and continuously improving
their services and their results. They are proactive in meeting future needs of persons
served, staff, funders and stakeholders using evidence-based information for developing and
improving delivered social services. They operate systems of comparison of service
performance and continuous improvement.
The social service provider defines and implements a system of
continuous improvement of results of services, way of working
Criteria 48
and learning.
• Indicator: 71. The social service provider has implemented a system of
continuous improvement and learning. (Documentation of system
of continuous improvement and learning is required)
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear and There is a clear and The social service The social service
system for understandable understandable provider initiates provider has
continuous system of system of continuous learning activities successfully
improvement and continuous improvement and to explore implemented an
learning. The improvement and learning. The system innovative systems innovative system
system is 'on the learning. The is characterised by a on continuous on continuous
wall'. system is cyclic manner. The improvement of improvement of
characterised by a system is services, ways of services, ways of
cyclic manner. The implemented is all working and working and
system is areas of the learning. learning as result of
implemented is all organisations. The learning activities
areas of the system is known and
organisations. The used by management
system is known and staff. The social
and used by service provider
management and understands how
staff. successfully this
system is
implemented.
41
The social service provider operates mechanisms, which
provide information to understand of future needs of persons
Criteria 49 served, staff, funders and stakeholders.
• Indicator: 72. The social service provider demonstrates the utilisation of
information about the future needs of persons served and
stakeholders for development and improvement of services.
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There is a clear There is a clear There is a clear The social service The social service
approach of identifying approach of identifying approach of identifying provider initiates provider has
future needs of future needs of future needs of learning activities to successfully
stakeholders for the stakeholders for the stakeholders for the explore innovative implemented an
development and development and development and approaches to innovative approach to
improvement of improvement of improvement of understanding future understanding future
services. The services. The services. The approach needs of persons needs of persons
approach is 'on the approach is is implemented within all served, staff, funders served, staff, funders
wall' and used implemented within all relevant areas of the and stakeholders. and stakeholders as
randomly. relevant areas of the organisation. The social result of learning
organisation. service provider activities
understands how
successfully this
approach has been
implemented.
The social service provider initiates improvement initiatives by
comparing and exchanging performances on approaches,
Criteria 50 results of services, activities and outcomes of person served.
• Indicator: 73. The social service provider shows evidence of comparing
approaches, methods of implementation and results with other
social service providers. (Documentation of the comparison is
required)
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
There are some The social service The social service The social service The social service
improved provider has provider has tangible provider has provider has
approaches, tangible improved improved identified trends in successfully
methods and approaches, approaches, methods the results of the implemented
outcomes as result methods and and outcomes as comparison of improvements
of a comparison with outcomes as result result of comparison approaches, based on the
other service of a comparison with with other social methods and analysis of trends in
providers other service service providers. outcomes with approaches,
providers The The social service other social service methods and
comparison is based provider understands providers and/or outcomes as result
on clear and the impact on its other organisations of the comparison
relevant indicators. services based on in National and/or with other social
reliable and tangible an International service providers
data. context. and/or other
organisations in
National and/or an
International
context.
42
Maarika Aro
Saatja: Maarika Aro
Saatmisaeg: 7. detsember 2016. a. 11:45
Adressaat: 'Anne Nestor'; 'Rauno Võrno'
Koopia: Keiu Talve
Teema: EQUASS 2018 kirjalikku tõlget eesti keelde pakkumus
Manused: EQUASS Assurance 2018 Principles, Criteria and Indicators V0911 02.docx
Tähtsus: Kõrge
Tere,
Soovime hinnapakkumust antud kirjalikule tõlkele inglise keelest- eesti keelde.
Antud töö valmimise tähtaeg on hiljemalt 23.detsember. Kas see on reaalne tähtaeg antud tööle?
Peame saama antud tõlke valmis selle aasta lõpuks. Tähtaeg selline, et jõuaksime ka ise üle vaadata ja vajadusel Teie
parandusi teha.
Palun vaadake üle ja andke teada. Vajadusel saame saata infona juurde eelmise EQUASS 2012 eesti või ka
inglisekeelse versiooni, et tõlget kohandada, kui nad soovite.
Heade soovidega,
Maarika Aro
Sotsiaalteenuste kvaliteedi keskus
Arendusspetsialist
Astangu Kutserehabilitatsiooni Keskus
tel +372 687 7223
mob +372 521 3563
[email protected]
Astangu 27 Tallinn 13519
www.astangu.ee
Liitu Astangu uudiskirjaga
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