SA Tuletorn Fond auditi report Brüsselisse

EQUASS ASSURANCE ASUTUSE KÜLASTUSE ETTEVALMISTAMISE VORM Asutuse külastus: 4.-5.05.2016 Sihtasutus Tuletorn Fond Mariliis Männik-Sepp © 2012 by European Quality for Social Services (EQUASS) Kõik õigused kaitstud. Antud dokumendi elemente ei tohi paljundada, kopeerida ega muul elektroonilisel moel salvestada ilma EQUASS kirjaliku loata.  Asutuse külastuse ettevalmistamise küsimused EQ U AS S As s ur a nc e t ao t lus v or m i le j a a nt ud l is ai nf orm ats i oo n i l e p õh i n ed es pa l um e te i l e tt e va lm is t us ek s v as t at a j är g ne v at e l e s e l gi t us t n õ ud v at e l e k üs i m us tel e : Üldised teemad 1. Miks alustasite EQUASSi rakendamisega ja mida on kvaliteedi süsteemi rakendamisega saavutatud? 2. Mida olete teinud teenuste kvaliteedi tagamiseks ja tõstmiseks oma asutuses? 3. Kuidas o n kvaliteedisüsteemi rakendamine m õjutanud asutuse juhtimist ja perso nalijuhtimist? Millised muutused on toimunud? 4. Kirjeldage oma asutuse põhiprotsesse: planeerimise protsessi, kestva arengu protses si (PDCA tsükli) ja teenuste o s utamise protsessi rakendamist oma asutuses. 5. Millised on asutuse huvigrupid? 6. Kellega ja millist koostööd teete ning millist lisaväärtust seeläbi olete saavutanud? 7. Kuidas kaasate teenuse saajaid, personali ja muid huvigruppe teenuste arendamisse? 8. Milliste ko gukonnpõhiste tegevustega olete seotud olnud ja kuidas ühiskonnale lisaväärtust pakkunud? 9. Milliseid parendusprojekte/ innovatsiooniprojekte olete ellu viinud? Version 1.0 2  1. Kvaliteedi põhimõtetele ja EQ U ASS Assurance kriteeriumitele vastavuse küsimused/ teemad: Te en us e s a aj a d Huv i gr up i d P er s o n a l J uh t Juht im in e 1. Missioon, visioon ja kvaliteedistandard 1.1. Kuidas olete jõudnud asutuse visioon i, missiooni ja väärtusteni? 1.2. Millised on asutuse kvaliteedi alased eesmärgid ? x 1.3. Millised on asutuse pikaajalised eesmärgid ? 1.4. Kuidas o n tagatud järjepidev areng (PDCA tsükli toimimine)? 2. Kommuni katsi oon 2.1. Kuidas o n teenuse saajate l võimalus anda tagasisidet teenus e kohta? x x 2.2. Kuidas asutus informeerib pakutavatest teenustest huvigruppe? 3. Aastaplaani koostami ne x 3.1. Kirjeldage aastase planeerimise ja ülevaatamise/ hindamise protsessi 4. Panus ühiskonda 4.1. Tooge näiteid tegevuste kohta , mis on suunatud ühiskonna vajaduste rahuldamiseks? x 4.2. Milliste ko gukonnapõ histe tegevustega asutus tegeleb (näitamaks üles sotsiaalset vastutust) ? P er so na l 1. Personali juhtimi ne 1.1 Kirjeldage personali värbamis - ja ametis hoidmise protsessi x x 1.2 Kirjeldage asutuse võrdsuse ja diskrimineerimise vastasuse põhimõtteid . 2. Personali kvalifikatsioon j a arendamine x x 2.1 Kuidas toimub arenguvajaduse väljaselgitam ine Version 1.0 3  ning koolitus- ja arengukava koostamine ja töötajate arendamine ? 2.2 Kuidas o n korraldatud otseselt teenust osutava perso nali jälgimine ? 2.3 Milliseid meetmeid kasutatakse töötajate tunnustamiseks ? 2.4 Kuidas o n tagatud nõuetekohased töötingimused? 3. Personali kaasami ne 3.1 Millised on töötajate kaasamise põhimõtted (asutuse tegevuste täiustamisse, teenuste x x arendamisse ja personali arendamisse)? 3.2 Millised on perso nali rahulolu tagamise ja motiveerimise põhimõtted ? Õ igu se d 1. Õigused j a kohustused 1.1 Kirjeldage teenuse saajate õiguseid ja kohustusi ning klientide teavitamist nende õigustest ja x x kohustustest. 2. Kirjeldage kaebustega tegelemise süsteemi. 3. Enesemääramisõigus 3.1 Kuidas näidatakse üles poolehoidu teenuse saaja enesemääratluse osas ? 3.1.1 Kuidas asutus hindab oma sellekohast tegevust? x x x 4. Kuidas asutus toetab teenuse saajat eestkostja (eestkõneleja) ja/või tugiisiku leidmisel? 4.1.1 Kuidas asutus hindab oma sellekohast tegevust? E eti k a 1. Eetika põhimõtted 1.1 Millised on asutuses kehtivad eetilised põhi mõtted, väärtus hinnangud j a tegevused, millest lähtutakse teenuse osutamisel? 1.2 Milliseid tegevusi tehakse teenuse saaja füüsilise, vaimse ja majandusliku ärakasutamise x x x ennetamiseks ? 1.3 Mida on asutuses tehtud töökeskkonna tur valisuse kindlustamiseks ning teenuse saajatele turvalise keskkonna ja füüsilise turvalisuse tagamiseks? 1.4 Kuidas o n tagatud andmete konfide ntsiaalsus? 1.5 Kuidas teenuse saajad oma andmetele ligi pääsevad? Version 1.0 4  2. Rollid ja vastutus 2.1 Kuidas ja on määratletud teenuse juhtimise, disaini, osutamise, toetamise ja hindamisega tegeleva x x perso nali rollid ja vastutused , volitused ning omavahelised suhted ? 2.2 Kuidas neist rollidest teavitatakse? Koo stöö - suht ed 1. Partnerid teenus e osutamisel 1.1 Milliste organis atsioonidega teeb asutus ko ostööd? (sh sotsiaalpartnerid, rahastajad, teenuse saajate organisatsioonid, teenuse saajad) Tooge näiteid toimivast koostööst. 1.2 Kuidas ja millist koostööd teeb asutus teenuste x x arendamisel? 1.3 Kuidas selgitatakse välja väliste huvigruppide vajadused? 1.4 Kuidas asutus hindab koostööst tulenevat lisaväärtust ? O s al em in e x x x 1. Teenuse s aaj ate kaasamine 1.1 Kuidas kaasatakse teenuse saajaid vajaduste väljaselgitamisse, teenuse planeerimisse, hindamisse ja arendamisse ? 1.2 Kuidas koos kõlastatakse osalemine (protsessid, meetmed) teenuse saajatega? x x 2. Teenuse s aaj ate j õustamine 2.1 Milliseid võttei d/ meetodeid kasutatakse teenuse saajate j õustamiseks ? Tooge näiteid, milliseid tulemusi on saav utatud erinevate jõustamise meetodite läbi? 2.2 Tooge näiteid, mida on asutus teinud, et luua jõustavat keskkonda ? Is ik u - x x x x ke s ks us 1. Kliendi vajaduste välj aselgitami ne 1.1 Kuidas teete kindlaks teenuse saajate praeg used ja lähituleviku vajadused ? 1.2 Kuidas teete kindlaks huvigruppide (sh rahastajad, sotsiaalpartnerid) vajadused? 1.3 Kas asute teenuse saajale, tema pereliikmetele ja hooldajatele kõige sobivamas kohas ? 1.4 Kuidas teete kindlaks, et osutatud teenused (tulemused) vastavad seatud eesmärkidele ja Version 1.0 5  teenuse saajate vajadustele ? x 2. Individuaal ne planeer imine 2.1 Kuidas selgitatakse välja teenuse saajate individuaalsed vajadused ja ootused ? Lai ah a ar d x x el is us 1. Teenuse osutamise protsess 1.1 Kirjeldage teenuse osutamise protsessi. 1.2 Kuidas teenuse osutamise protsessi vaadatakse üle /analüüsitakse siseauditite käigus? x x 2. Katkematu teenuse osutami ne 2.1 Kuidas o n tagatud teenuse osutamise järjepidevus (sh katkematus, sujuv üleminek, multidistsiplinaarne lähenemine, asutuste vaheline koostöö)? 2.2 Kuidas hinnatakse ja arvestatakse teenuse saajate muutuvaid vajadusi ? 2.3 Kuidas reageeritakse takistustele teenuste osutamisel / nendele juurepääsul ning neist raporteeritakse? x x 3. Ter viklik lähenemi ne 3.1 Kuidas o n määratletud ja mõõdetakse teenuse saajate elukvaliteeti? 3.2 Kuidas raporteeritakse elukvaliteedi hindamise tulemustest? T ulemu st e x x le 1. Tulemuste mõõtmine ori en te e rit 1.1 Kuidas mõõdetakse asutuse tegevuseesmärkide us saavutamist ? 1.2 Kas tulemusi auditeerib sõltumatu väline üksus? 1.3 Kuidas hinnatakse individuaalsete tegevusplaanide täitmist / eesmärkide saavutamist (sh lisaväärtus)? 1.4 Kuidas hinnatakse kollektii vsel tasemel teenuste tulemusi / eesmärkide täitmist (sh lisaväärtus)? x x 2. Tulemuste hi ndamine 2.1 Kuidas selgitatakse välja parim väärtus (seoses teenuste osutamisega) teenuse rahastajatele? 2.2 Kuidas hinnatakse teenuse saajate rahulolu ? 2.3 Kuidas hinnatakse teiste huvigruppide rahulolu ? Version 1.0 6  x x x 3. Tulemuste raporteeri mine 3.1 Kuidas avaldataks e asutuse tegevusar uanded huvigruppidele? 3.2 Kas aruanded on kättesaadavad ja lihtsasti arusaadavad ning sisaldavad personaalseid hinnanguid ja saavutusi ? Pi dev x ar en g 1. Kestva arengu ts ükkel 1.1 Tooge näiteid parendustegevustest , nende eesmärkidest ja tulemustest. x 2. Innovatsi oon 2.1 Tooge näiteid innovaatilistest töömeetoditest . 2. Nõutav dokumentat sioon EQ U AS S As s ur anc e ta ot l us es s e m ärg i tu d i nf o le j a lis a de l e p õh i n ed es pa l um e v aa t lus ek s e tt e v a lm is ta d a j är g n e v d ok um ent ats i oo n : 1. K v al i te e d ik äs ir a am at 2. No or uk it e is ik lik u d to i m ik ud E q uas s k va l i te ed is üs t e em i r ak en dam is e t ö ör ühm a k oos o l ek u p r o tok o l l nr 1 7, 28 .0 9 .1 5 3. T oim ik n r 1- 6 " Nõ u pi d am is te pro t ok ol l id " 4. T oim ik nr 1 - 7 " Ar en g u k ava d , tö ö - j a t eg e v us k ava d " 5. T oim ik nr 1 - 7 " Ar en g u k ava d , tö ö - j a t eg e v us k ava d " 6. K ok k uvõ t t ed n o or uk it e k üs i tl us tes t 7. A as t aa r u a nd e d 8. K oos tö ö p ar t ne r i t e r a h u lo l u - uur i n gu t u lem us ed ( 20 1 5) 9. T oim ik nr 2 - 7 " No or uk i te j a k as v a taj at e a v a ld us e d j a k ae bus e d " 10 . Ar en g uk av a 2 0 14 - 2 01 6 11 . Dok um en te er it u d p ar e nd us pr oj ek t: E q uas s A s s ura nc e s er tif ik aa d i t ao t lem i ne 12 . T ööt aj a te ar e n gu v es t l us t e pr ot ok o ll i d 13 . Ig a t ee n us e os u tam is e as uk oh a r is k i a na l üüs j a ter v is e j a t ur va l is us e p la a n 14 . In n o va ts io o ni pr oj ek t i dok um en ta ts io o n: "I n d i v id u aa ls e n o ort e ab i t ee n us e v ä lj a are n d am ine ees t i l as t e l e j a no or te l e " 15 . T agas is i de dok um en ta ts i o on i t o im ik 16 . T oim ik nr 3 - 10 "T öö taj a tä i e ndk o ol i tus t eg a s eo t ud d ok um en di d " 17 . T ööt er v is h o i u j a tö ö oh ut us e k äs ira am at 18 . E luk v a l it e ed i h i n dam is ank e ed i d j a k ok k uv õt t ed Version 1.0 7  19 . A ud i it or i r a p or t i d r a am at u pi d am is e a as t a ar ua nn e te l e 20 . K oos tö ö l ep i n gu d 21 . S A T u l et or n F o n di põ h ik ir i 22 . T oim ik nr 2 - 4 " K ir j a v a he t us i nd i v i du a a lp e dg oo g i l is t es k üs im us tes " 23 . T oim ik nr 2 - 5 P är in g u d 24 . T oim ik nr 2 - 6 " K ir j a v a he t us õp p et e ge v us e k üs im us tes " 25 . T ule t orn i 8 . 04 .1 4 e tt e pa n ek ud j a s o o v it us ed as e nd us ho o ld us e k o n ts e pts i o on i l e 26 . T ööt aj a te ar e n gu v es t l us t e t ul em us t e k ok k uv õt e 27 . T ööt aj a te is ik lik u d to i m ik ud: t ö ö le p i ng u d 28 . Uur i n g: I nH a us - U nt er s uc h u ng in d i v i du a lp ä d ag o g is c h er H i lf e n im A us la n d Personali, teenus e saajate ja teiste ol uliste huvigruppide inter vjueerimi ne EQ U AS S As s ur anc e t ao t lus es an tu d v as t us te l e j a t õ en d it e l e p õh i ne d es p a lum e k orral d ad a i n ter vj u ud j är gm is te in im es t eg a (f unk ts io o n j a k es t v us ) : Juhtkond Kestvus 1. T ege vj u ht 60 m in ut i t Personal Kestvus 1. T ööt aj a d ( 2 tk ) a 3 0 m in ut i t Teenuse saajad Kestvus 1. T een us e s a aj a d ( 2- 3 t k ) a 3 0 m in ut i t Teised huvigrupid Kestvus 1. K oos tö ö p ar t ne r 30 m in ut i t 2. Ra h as t aj a 30 m in ut i t Version 1.0 8  Asutuse külastuse ajakava 04 . 05 .2 0 16 P äev 1 Ae g T egev us 9. 0 0- 1 2. 0 0 A v ak oos o lek , tö ö d ok u m enti d e ga 12 . 00- 1 3. 0 0 Lõ u na p aus 13 . 00- 1 4. 0 0 Int erv j uu pe r son al ig a 14 . 00- 1 5. 0 0 T öö dok um en t id e ga 15 . 00- 1 5. 3 0 Int erv j uu r ah as ta ja ga 15 . 30- 1 6. 0 0 Int erv j uu ko ost ööp a r tne ri ga 16 . 00- 1 7. 0 0 T öö dok um en t id e ga 05 . 05 .2 0 16 P äev 2 Ae g T egev us 9. 0 0- 1 0. 0 0 T öö dok um en t id e ga 10 . 00- 1 0. 3 0 Int erv j uu t e enu s e s a aj a g a 10 . 30- 1 1. 3 0 T öö dok um en t id e ga 11 . 30- 1 2. 0 0 Int erv j uu t e enu s e s a aj a g a 12 . 00- 1 3. 0 0 Lõ u na p aus 13 . 00- 1 4. 0 0 Int erv j uu t eg ev j uhig a 14 . 00- 1 7. 0 0 T öö dok um en t id e ga , l õ puk o os o l ek Version 1.0 9 EQUASS ASSURANCE AUDIT REPORT Site visit: 04.-05.04.2016 Sihtasutus Tuletorn Fond Auditor: Mariliis Männik-Sepp © 2012 by European Quality for Social Services (EQUASS) All rights reserved. No part of this document may be reproduced in any form or by any means, electronic, mechanical, photocopying and recording or otherwise without the prior written permission of the EQUASS.  1. Information of the social service provider Name of the social Sihtasutus Tuletorn Fond (hereinafter service provider Tuletorn) Address: Pir ita tee 12, Tallinn 10127 Post box: N/A Person responsible : Madis Tar vas ( CEO) Contact person: Katrin Nadel (quality manager) Phone: (+372) 6061990 Fax: - E-mail: inf [email protected] Web site: www.kaokeskus.ee Name of Auditor: www.tuletorn.ee Dates of audit: 04.-05.04. 2016 Clients: 10 Staff: Full time: 4 Contracted: 10 (caretakers) Services: individual pedagogical assistance to troubled young people 2  2. Audit program 04 . 05 .2 0 16 Day 1 T ime Activity 9:10-12:00 Opening meeting, documentation review 12:00-13:00 Lunch break 13:00-14:00 Interview w ith personnel: Elisa Tersteegen, Katrin Nadel 14:00-15:00 Documentation review, up -dat ing f iles 15:00-15:30 Interview w ith financing body: Mir iam Gardiener (Rhein - Sieg -Kreis) 15:30-16:00 Interview w ith cooperation partner: Jürgen Hardebusch (Stiftung Leuchtf euer) 16:00-17:00 Documentation review, up -dat ing f iles 05 . 04 .2 0 16 Day 2 T ime Acti vit y 9:00-10:00 Documentation review, up -dat ing f iles 10:00-10:30 Interview w ith person served: Jacomo Giovanni 10:30-11:30 Documentation review, up -dat ing f iles 11:30-12:00 Interview w ith person served: Cora Naumer 12:00-13:00 Lunch break 13:00-13:30 Interview w ith caretakers: Milvi Lõhmus, Jüri Jär vik 13:30-14:30 Interview w ith director: Madis Tar vas and Meeli Salström 14:30-17:00 Documentation review, closing meeting 3  3. Detailed feedback on performance 1. The social servi ce provider defines docum ents and implements its visi on and mission values on servi ce provision. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The mission, vision and values of It would be an idea to present the Tuletorn are stated in the mission, vision and values also in the development plan f or 2014 -2016, on Qualit y Manual f or integrity reasons, the wall of the off ice building of where the qualit y pr inciples and long - Tuletorn and on the website term qualit y goals are brought out. www.tuletorn.ee, which is available As the main cooper ation partners of in Est onian, Russian and Engl ish. the organizat ion are abroad (in The mission of Tulet orn is to support Germany), if might prove usef ul to the development and educat ion of make the home page of the children and young people at risk by organizat ion available also in off ering them saf e human relations German. and a stable environment. Mõtekas võiks olla esitada The vision is by promoting and organisatsiooni missio on, visio on ja implement ing individual educational väärtused kvaliteedi käsir aamatus youth measures to contribute to the terviklikkuse mõttes – seal, kus development of the Estonian social esitatakse kvaliteedipõhimõtted ja system. pika-ajalised eesmärgid. The mission, vision and values were Kuivõrd asutuse peamised developed in cooperation with the koostööpartner id on välismaal staff of Tuletorn. (Saksamaal), võiks olla kasulik teha asutuse koduleht kättesaadavaks The employees of Tuletorn samuti saksa keeles. demonstrated through inter views that they ar e aware of the organizat ion’s mission, vision and values and they implement them on ser vice provision. 4 2. The social servi ce provider defines, documents, and implements its qualit y policy by determining long term qualit y goals, and its commitment to continuous improvement. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The qualit y standard , long -term goals and commitment to continuous improvement are stated in the Qualit y Manual and in the organizat ion’s annual activit y plan. The main strategic goals are: - developing individual pedagogical assistance ser vice to troubled young people and children in Estonia; - off ering individual pedagogical assistance ser vice to troubled young German people, keeping the stabilit y of the service unit and impr oving the service qualit y; - implement ing EQUASS Assurance qualit y standard in order to improve the qualit y of service and the eff ectiveness of the organizat ion; - all the employees have prof essional background and are in compliance with the qualif icat ion standar ds. It appeared f rom the inter views that the staff of Tuletorn is knowledgeable of the qualit y standard and long term goals of the organizat ion. Also, the staff and caretakers seemed to be devoted to deliver qualit y ser vices and pursue f or continuous improvement. 5 3. Persons served, famil y members and servi ce user organisations are able to give feedback on their individual and collecti ve experience of programmes and services. Remark from the auditor: The ser vices of the social ser vice pr ovid ers meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Tuletorn has developed diff erent It could be an idea to gather the methods to ask and receive f eedback inf ormation about the main quest ions f rom persons served, staff and asked and/or topics discussed (as stakeholders. part of the Qualit y Manual ). The procedur e descr ipt ion f or asking Keeping the questionnaires together and gaining f eedback has been allows them to be easier modif ied developed. Feedback is asked and impr oved in tim e while keeping systematically f rom children / young the main topics the same over tim e people, employees, caretakers, in or der to allow f or doing statistics cooper ation par tners, youth and f or showing trends in t ime. departments, parents/advocates, Hea mõt e oleks koguda peamine distance learning schools and f rom inf ormatsioon põhiliste küsimuste/ var ious stakeholder groups of the teemade kohta kokku, mida saaks societ y. kasutada standardvormina aj a The var ious ways f or gaining jooksul (nt kvaliteedi f eedback include f .e meetings, käsiraamatusse). Küsimust ike ühe s researches, studies, perf ormance hoidmine võimaldab neid aja jooksul reviews, satisf action sur veys, lihtsamini kohendada ja täie ndada, periodic reports, int erviews, etc. hoides peamisi teemasid alles ning võimaldades t eha statistikat ja näidata trende ajas. 4. The social service provider i nforms all stakeholders about the offered programmes and services avai lable. Remark from the auditor: The ser vices of the soci al ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Tuletorn has inf ormed its As the web page of Tuletorn includes stakeholders about its services using just basic inf ormation about the 6 a variet y of methods and organizat ion, it mig ht be an idea to approaches. complement the web page with some additional inf ormation about the The home page of Tuletorn is organizat ion, in or der to be more modestly inf ormative giving basic visible f or the stakeholders. Same inf ormation about t he organization goes about the pages in social media and the ser vice it offers. (f.e in Facebook). F.e more Due to t he peculiarity of the ser vice inf ormation about t he organization off ered, the inf ormation about the and its accomplishments, about t he ser vice in provided is partially given ser vice provided, related articles in by the cooperat ion partners in media, links to cooperation partners, Germany ( who send young people to ref erences to relat ed researches etc. Tuletorn) and partially by the local As media ref lections have not been ser vice provider Tuletorn. the prior it y f or the organizat ion, this Inf orming staff and involving staff is ser ves as an oppo rtunit y f or the descr ibed in the Qualit y Manual f uture – more media coverage / (staff policy section) of the publicit y could ser ve as an ambition organizat ion. Inf orming is done f or the f uture as due to the mainly through meetings, inf ormal peculiarit y of the service, the communication and trainings. inf ormation provided about the is not Partners are inf ormed by e -mail, ver y spread in Est onia (f or raising telephone and web page. the awar eness of people) . There has been a brochure made Kuivõrd Tul etorni koduleht kajastab introducing the service of Tuletorn, vaid põhim ist inf ormatsiooni which is available in various organisatsiooni kohta, oleks mõte languages. Inf ormation about coming seda täiustada inf oga organisatsiooni events in available f .e on the kohta, et olla rohkem nähtav inf ormation board in the off ice of huvigruppidele. Sama kehtib Tuletorn, koduleht ede kohta sotsiaalmeedias The stakeholders are aware of the (nt Facebookis). Näiteks enam inf ot ser vice of Tuletorn, which was asutuse ja tema saavutust e kohta, ver if ied implemented through pakutava t eenuse kohta, inter views wit h persons ser ved, staff asjakohased art iklid meedias, lingid and partners. koostööpartner itele, viited seotud uuringutele jne. Kuig i meediakajastused ei ole organisatsiooni jaoks olnud prior iteediks, on see võimaluseks 7  tulevikus, kuivõrd m eediakajastused / suurem teavitustöö võiks olla üheks tulevikuambitsiooniks, kuivõrd tulenevalt asutuse poolt pakutava teenuse septsiif ikast ei ole inf o selle kohta väga levinud Eestis (inimest e teadlikkuse tõtmise eesmärgil) . 5. The social service pr ovider management establishes and documents an annual planning and review process. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developm ents The annual planning and review It could be ment ioned in the annual process is integrated into the planning process descript ion that the management process of the f eedback gained f rom the organizat ion and is well f unctioning. stakeholders and the results of the previous period are also taken as an There exists annual planning process input into the annual plan. descr iption (part of the qualit y handbook). A descr iption of the content and the standard f ormat of the annual plan There is a strategic plan and annual could be attached to the procedure. action plans, which are reviewed regularly (f our times a year). It might be an ide a to change the order of points 2.1 and 2.2 in the The annual plan is kept up -to-date process so that the staff responsible and the current state of the f or drawing up the plan gets the implementation of the plan is inf ormation about prior ities and draft depicted in a separate column . budget in advance. Also more detailed inf ormation could be given about the review process of th e plan (p. 2.6 and 2.7). As the strategic planning period ends and new plan will soon be compiled, a strategy day of the organization 8 (including all employees and perhaps also some caretakers) could be arranged (including brainstorming sessions and f .e tea m work or some other training to motivate and unit e staff ). Aastaplaani koostamise protsessi võiks täiendada inf oga, et aasta plaani koostamisel lähtutakse ka huvigruppidelt saadud tagasisidest ning möödunud perioodi tulemust est. Samuti võiks aastaplaani si su kirjelduse ning standardvorm i lisada protseduur ile. Mõttekohaks oleks punktide 2.1 ja 2.2 järjestuse vahetamine protseduur is, nii et aastaplaani koostamise eest vastutavad isikud saaks juhatuselt inf o prior iteet ide ja eelar ve kavandi kohta ennetavalt kätte. Samuti võiks täiendada aastaplaani ülevaatuse protsessi kirjeldus (p 2.6 ja 2. 7). Kuivõrd eelmine arengukava on lõppemas ja uus koostatakse peatselt, võiks olla mõttekas strateegia päeva korraldamine (kus osalevad töötajad ja ehk ka mõned kasvatajad) , mis hõlmaks ajurünnakuid ja meeskonna vms koolitust, et töötajaid ühendada ja motiveer ida). 9 6. The plan includes:  annual outcomes / targets  the acti vities to be undertaken in achieving the annual targets  monitoring of the performance of the organisati on in meeting its annual targets time-scales and procedures for revi ew and revi sion. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & develo pments The annual planning process of The annual plan f or 2015 was more Tuletorn has a cyclic character. detailed than the plan f or 2016, PDCA-cycle is used f or planning result ing the plan f or 2016 being purposes. Continuous improvement slightly superf icial, which could procedure description has been result in the inabilit y to measure the drawn up (as part of the qualit y expected outcomes and results (also handbook). f or measuring perf ormance targets). The annual work plan includes the Even though the plan f ollowed the f ollowing data: main goals set in the strategic plan, the key activit y of Tuletorn (provision  annual outcomes / targets of social ser vice t o young people)  the activities to be undertaken in was left out of the plan, leaving the achieving the annual targets plan mainly based on the support  monitor ing of the perf ormance of activities and other goals of the the organizat ion in meeting its organizat ion. The plan should be annual targets complemented with t his inf ormation.  time-scales and procedur es f or Tuletorni 2015. aasta tegevuskava review and revision. oli ükiskasjalikum, kui 2016. a asta plaan. Seetõttu oli 2016. a Aligning the annual acti vit ies with tegevuskava pisut pealiskaudne, mis the vision and the strategic plan is võib põhjustada seda, et oodatavaid clear and understandable , when eesmärke ja tulemusi on raske mõõta studying the documentation of the (samuti mõõta tegevuse organizat ion. tulemuslikkust). The annual plan is approved by the Kuig i plaanis olid kajastatud CEO of Tuletorn. arengukavast tulenevad peam ised 10  eesmärgid, oli plaanist välja jäänud asutuse põhitegevus (noortele suunat ud sotsiaalteenuse osutamine), misläbi seisnes plaan peamiselt organisatsiooni tugitegevustel ja muudest eesmärkidest t ulenevat el tegevustel. Plaani tuleks täiendada põhit egevus lisamisega. 7. The social servi ce provider demonstrates organisation’s success in satisf ying the needs and expectations of the societ y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Tuletorn is moder ately active, when As an opportunit y f or the f uture, it comes to sat isf ying the needs and more attention could been turned t o expectat ions of the societ y and the Estonian societ y and sat isf ying demonstrat ing social responsibilit y. its needs and expectations. Due to the peculiar it y of the service Tuletorn has made eff ort to launch provided so f ar, the f ocus has been its service also f or the local children/ on other things and the plans f or young people, but is still in the way ser vice provision to the locals have of making progress. The staff of not been successf ul . It might be Tuletorn has part icipated in the work usef ul to generate more ideas on group of the Ministr y of Social Aff airs how t o sat isf y the needs of the local concerning the substitut e home societ y. ser vice and has given its i nput into the green book of substit ute home It would be good to be able to sho w ser vice the link bet ween f eedback from stakeholders and the tangible results in meeting their needs and expectat ions. Tuleviku võimaluseks oleks enama tähelepanu pöör amine Eest i 11  ühiskonnale ning selle vajaduste ja ootuste r ahuldam isele. Tulenevalt pakutava teenuse eripärast on seni olnud f ookus muudel asjadel ning teenuse pakkumise võimaldamine kohalikule elanikkonnale ei ole osutunud edukaks . Oleks kasulik genereerida enam ideid, kuidas rahuldada siinse ühiskonna vajadusi . Oleks hea näidata seoseid huvirühmadelt saadud tagasiside ning ühiskonna vajaduste ja ootuste rahuldam ise osas mõõdetavate tulemuste saavutamise vahel. 8. The social service provider demonstrates organisati on’s social responsibilit y t hrough acti vities contri buting to the societ y. Remark from the auditor: The ser vices of th e social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Tuletorn has demonstrated social responsibilit y through diff erent activities contr ibut ing to the communit y and also to wider societ y. Examples may be donat ion to t he West Tallinn Central Hospital, organizing an event to NATO soldiers in Mar itime Museum; off ering internship opportunit ies to students 12  9. The social servi ce provider has a staff recruitment and retention policy that promot es the selection of qualified personnel based on required know ledge, skills and compet ences. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengt hs Improvem ent & developments Personnel policy is descr ibed as part Due to the f ormat of the contract of the qualit y manual of Tuletorn. signed with the caretakers, who There the staff management, actually provide the daily ser vice t o planning, recruitment, development, the clients, they ar e not treated as motivat ing , compensat ing and the employees of the organizat ion. involvement principles have been Irrespective of the contract type, descr ibed. The pr inciples f or equalit y they should be treat ed as they were and non-discr imination ar e part of the employees (f rom th e ser vice the same policy. There is a separate provision qualit y assurance point of process f low showing the recruiting view). The regulat ive documentation of caretakers. of the organizat ion should apply t o them as much as possible in order to All employees have individual job ensure the f ulf illm ent of EQUASS descr iptions, which include required qualit y pr inciples on the level of the knowledge, skills and competences. persons who are dir ectly inv olved in The prof ile f or the caretakers has the ser vice provision. been developed, that involves the same inf ormation. The staff policy lacks leaving principles, which should also be The exper ience and prof essional developed. Also, the staff retention know- how of the staff and caretakers part of the policy could be improved. of Tuletorn ensur es the qualit y and consistency of the services. Besides Tulenevalt kasvatajatega , kes the staff , the members of the igapäevaselt vahetult teenust super visor y board and executive osutavad, sõlmitud leping u board play a signif icant role in the f ormaadist , ei käsitleta neid management and in the organization töötajatena. Olenemata of the daily work of Tuletorn. lepingutüübist, tuleks neid kohelda nagu nad oleksid asutuse töötajad From the point of view of the (tulenevalt teenuse osutamise cooper ation partner s, Tuletorn has 13 committed and competent staff and kvaliteedi tagamise vaatenurgast). caretakers, which is highly val ued by the partners. Organisatsiooni regulat iivne dokumentatsioon peaks nendele It appeared f rom the inter views wit h kohalduma selles ulat uses, m is the staff that they are aware of their võimalik, et tagada EQUASSi roles, r ights and dut ies. It also cam e kvaliteedipõhimõtete tagamine out that the employees and vahetu teenuse osutaja tasandil. caretakers like their jobs and are devoted to deliver ing high qualit y Personalipoliitikas t puudub amet ist ser vice. lahkumise osa, mida tuleks lisada. Samuti võiks dokumendis täiendada ametis hoidm ise osa. 10. The soci al service provider operates in compli ance w ith mandator y national legislation, providing appropriate w orking conditions, adequate and agreed staff level and staff ratio, and appropriate rew arding for staff and vol unteers. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The documentat ion of Tuletorn meets legal r equirements and is reviewed to do this. The work conditions are as sessed regularly and adapt ed to the needs of the staff . Recently the organizat ion moved to new prem ises, where there is enough space and good conditions f or meetings, other gatherings, a library and other necessit ies. The working condit ions are discussed d uring the perf ormance reviews of the employees and necessar y adaptions 14 are made. The Qualit y Manual descr ibes the staff related principles in detail. Risk analysis of the working conditions is carried out regularly. Feedback / input is asked f rom employees. The principles f or showing recognit ion to employees and caretakers have been developed. Employees ar e given recognitions f or outstanding perf ormance , rise in salar y, bonuses, joint events f or employees, pr omoting combining f amily- and work lif e, remembe ring important personal events etc. 11. The social service provider trains all staff based on a plan for leaning and development and evaluates the effecti veness of the training. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Staff development and training needs are assessed annually and are descr ibed in the Annual Training Plan, which includes inf ormation about the trainees and the time, place and topics of the trainings. The staff of Tuletorn is trained based on their needs and expectations. The needs are discussed during annual perf ormance reviews. 15 All the int er viewed employees showed high appreciation concer ning the trainings received (training were to the point and very usef ul) . Also caretakers are trained f rom time to time. Feedback on trainings is collected after each training and the value and the success of the training is evaluated per iodically. The overall eff ectiveness of the training s is evaluated based on the annual training plan and the f eedback gained f rom the employees. 12. The social servi ce provi der applies requirements for competence in the identified roles and functions of staff and evaluates them on annual basis. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The competence r equirements f or As the organizat ion is rather small, employees and care takers are there is no need f or a separate descr ibed in their job descr iptions policy f or work monitor ing or f or and are reviewed regularly. conducting perf ormance reviews to be drawn up, but a stand ard f ormat The perf ormance of staff is reviewed with topics and questions to be by t he reports that they wr ite, also asked during perf ormance reviews there is oral reporting during could be added to the staff policy. meetings. Besides, t here ar e r egular perf ormance reviews with staff . Kuivõrd tegemist on üsna väikese During the reviews t he results of the asutusega, ei ole tarvis välja töötada work done are analyzed and the eraldiseisvat töökorda töötajate üle 16 objectives f or the f ollowing per iod järelevalve teostamiseks ja are agreed upon. Summaries of the arenguvest luste korraldamiseks, kuid perf ormance reviews are made. Daily personalipoliitika juurde võiks lisada perf ormance is discussed over the standar vorm i küsimustega regular meetings . arenguvest luste läbiviimiseks. The competences personnel that help to rise the life qualit y of the children / young people have been compiled (as part of the personnel policy). 13. The social servi ce provi der recognizes the staff as a resource for feedback on organizational perf ormance, service developmen t and staff development Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The involvement of staff in the The inf ormation about staff planning and evaluati on of services involvement could be recorded in is descr ibed in t he staff active f uture in more detail. Also the planning policy, which is part of the involvement of caretakers should be staff policy (and qualit y handbook) of descr ibed in more detail. the organization . Inf ormatsiooni töötajate kaasamise New staff members go through an kohta võiks tulevikus induction per iod. Feedback on üksikasjalikumalt doumenteer ida. perf ormance is given and asked Samuti tuleks kirjeldada continuously. detailsemalt, kuidas kasvatajaid kaasatakse. Tuletorn recognizes staff as a usef ul tool f or gaining inf ormation. It has regular staff meetings , perf ormance reviews, development meetings, satisf action sur veys, etc. 17 The ser vice is assessed both on individual level and collect ive level by the coor dinator an d pedagogical manager. The members of the super visor y board and execut ive board and also the CEO are always willing to listen actively, what the employees have to say. 14. The social service prov i der has mechanisms in place to enhance satisfaction and motivation of staff Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Staff perf ormance evaluat ions and employees’ sur veys are the main tools used to gain f eedback on employees’ satisf action and motivat ion. Mechanisms to provide satisf action and mot ivat ion ar e descr ibed in the staff policy. Staff are involved and they are asked and given f eedback regular ly. Special events f or showing recognit ion to staff have been organized, as Tuletorn values highly its personnel and demonstrates concern f or them. Also car etakers are remembered and presented gifts. There is regular super vi sion off ered 18 to caretakers (once a month). Also the support f rom the coordinator is available, there are trainings organized and also meetings to share experiences. 15. The social servi ce provi der assures the rights of persons served outlined in a Chart er of Rights w hich is based on the EU Charter of Fundamental Rights , the European Convention for the Protection of Human Rights and Fundamental Freedoms of the Council of Europe and other int ernati onal human ri ghts conventions, especiall y those elaborat ed under the United Nations. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments All the regulative and guidance The “rights and duties of persons documents of Tuletor n are based on ser ved” document is available only in the legislat ion of Estonia. German at the moment, as the customers (and most of the staff ) are Tuletorn has developed the rights German speaking. As Tuletorn is an and duties of persons ser ved, which Estonian organization and not conf orm to international human ever ybody in the organization speaks rights convent ions. German, it would be usef ul to translat e the document also into Tuletorn is devoted to the pr otection Estonian. of the rights of the children and the promotion of e qual opportunities, Dokument “teenuse saajate õigused equal treatment, f reedom of choice, ja kohustused” on hetkel kättesaada v self -determination and equal vaid saksakeelsena, kuna kliendid participation. (ja enamus töötajaid) on saksa keelt kõnelevad. Kuivõrd Tuletorn on Eest i The rights and duties are introduced organisatsioon ja mi tte kõike selle to persons ser ved by staff . The staff töötajad ei räägi saksa keelt, oleks demonstrated their knowledge of the soovitatav dok ument eesti keelde rights and duties through the tõlkida. 19 inter views. 16. The soci al service provider informs the person served about his/her rights and duties especiall y to equal treatment on grounds of age, disabilit y, gender, race, religion or belief and sexual orientation before recei ving the services. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The rights and duties are introduced to persons ser ved by staff , who sign the relat ed document. The service provision is also regulated by the ser vice contract and the there are rules in ever y concr ete ser vice locat ion. The rights and dut ies are discussed f rom time to time with the persons ser ved. Equal treatment of customers is an under lying principle in the principles of service provision. The clients demonstrated their knowledge of the rights and dut ies through the inter views. 17. The social service provider has accessibl e complai nt management s ystem w hich registers feedback on performance from persons served, purchasers and other relevant stakeholders. 20 Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Tuletorn has a procedure f or It would be usef ul to tran slate the handling complaints. procedure f or handling complaints also into Estonian ( see the reasons There are var ious ways of in p 15). complaining - oral complaint is most common, but there are also wr itten Also, a reg ister of complaints and complaints. suggestions could be established. If was verif ied during the inte rviews Soovitatav on kaebustega tegelemise that the persons served and other protseduur eesti keelde tõlkida ( vt relevant stakeholder s were awar e of põhjendust p 15). the ways of submitting complaints . Samuti, kaebuste ja ettepanekute All complaints are dealt with and registri võiks luua. answered. The complaint management system proves to be transparent. 18. The social service provider respects the fundamental right to self-determination of the person served. They freel y det ermine their political status and freel y pursue their economic, soci al and cultural development. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Tuletorn recognizes and supports the right of persons ser ved to t he polit ical, economic, social and cultural self -determination. This is one of the f undamental rights 21 of service recipients. Support f or self -determination is shown through the individual planning process and by the implementation of the individual plan. The code of ethics of Tuletorn ref lects on how self -determination is Tuletorn is understood. Feedback is collected though clients’ sur veys and per iodic meetings . It became evident through the inter views that the staff supported the right to self -determinat ions of clients and that the persons ser ved were handled wit h respect. 19. The social service provi der facilitates the person served in choosing and having access to advocates and/or supporting persons. Remark from the auditor: The ser vices of the soc ial ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments As it did not com e out f rom the Tuletorn off ers support to t he procedures, how the annual persons ser ved and stand s f or their perf ormance evaluat ion i n f acilitat ing rights. The coordinator f ulf ills the persons ser ved in having access to role of the support per son in the support ing persons will be conducted context of the service off ered. It in f uture, it should be descr ibed in begins with the arrival of the client to the qualit y manual of the the f amily and ends with the organizat ion. departure. The specif ic details ar e descr ibed in the process description Kuivõrd protseduur idest ei tulnud of the service and also in the ser vice välja, kuidas iga-aastaselt contract. hinnatakse oma käitumist teenuse 22  saajate abistamisel tugiisiku Feedback f rom per son ser ved is leidmisel, siis tuleks see kirjeldada gained during periodic reviews . organisatsiooni kvaliteedi käsiraamatus. The perf ormance in f acilitating persons ser ved in having access to advocates and/or supporting persons is analyzed ( last dur ing the EQUASS workgroup meeting in September 2015). 20. The social service provi der defines and documents its policy on ethics that respects and assures the dignit y of the persons served, protects them from undue risk and promotes soci al justice Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments In their work the employees of Tuletorn and caretakers f ollow the principles set in the code of ethics of the organization . The members of staff showed awareness about the related ethic principles. The ethical principles respec t and assure the dignit y of the persons ser ved, pr otect them f rom undue risk and promote social justice. 21. The social service provider operat es mechanisms w hich prevent the physi cal, mental and financial abuse of users. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program 23  Strengths Improvem ent & developments It is the duty of the staff and As it did not com e out f rom the caretakers to ensure that the procedures, how the service provider persons ser ved are protected f r om evaluates the eff ectiveness of its physical and mental violence policy to prevent physical, mental including taking advantage of them in and f inancial abuse of persons any way. ser ved, it should be descr ibed in the qualit y manual o f the organizat ion. Procedures f or abuse pr event ion have been developed (as an annex Kuivõrd protseduur idest ei tulnud to the code of ethics). välja, kuidas asutuses hinnatakse oma käitumist t eenuse saajate Members of staff showed awareness f üüsilise, vaimse ja majandusliku about the related principles and ärakasutamise ennetamisel, siis procedures. tuleks see kirjeldada organisatsiooni kvaliteedi käsiraamatus. Tuletorn evaluates its pr evention activities regularly. 22. The social servi ce provi der provides services in a safe system of w orking w ithin a safe environment to ensure the physical securit y of persons served, their families and caretakers. Remark from the auditor: The ser vices of the social ser vice pr oviders mee t this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Tuletorn provides services in a saf e system of working within a saf e environment. Risk assessments of all the ser vice location have been conducted and r elated act ion planned, if necessar y. The assessments are carried out annually. The necessar y 24 amendments are made f ollowing . There exist all necessar y health and saf ety procedur es of the organizat ion. The physical securit y of persons ser ved and employees has been ensured through these activit ies. 23. The social service provider defines, documents, monitors and evaluat es a set of principles, values and procedures that govern behavi our in servi ce deli ver y containing aspects of confidentialit y, accuracy, pri vacy and integrit y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The principles, values and procedures in ser vice deliver y are descr ibed mainly in the Qualit y Manual. The values are depict ed in the strategic plans. All of them have been developed in cooper ation wit h the staff of the organizat ion. It was demonstrated through the inter views of staff that they ar e aware of the va lues and procedures that govern behavior in the ser vice deliver y process and the et hical principles related to their work. 24. The social service provider defines, documents, monitors and evaluat es procedures for assuring confidentialit y of data regardi ng the persons served and the service provided to them. 25 Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The procedures f or ass uring As it did not com e out f rom the conf ident ialit y of data have been procedures, how the service provider def ined and documented in the data evaluates the eff ectiveness of its privacy policy. Data processing reviews its privacy policy, it should register and the descr ipt ion of be descr ibed in the qualit y manual of secur it y measures related to delicat e the org anization. data processing are annexed to the document. Kuivõrd protseduur idest ei tulnud välja, kuidas asutus analüüsib oma The related pr ocedur es and konf identsiaalsuspoliitikat, siis tuleks princip les are over viewed regularl y see kirjeldada organisatsiooni with personnel and with persons kvaliteedi käsiraamatus. ser ved. 25. The social service provider defines the roles and responsibilities, auth orities and the interrelation of all personnel w ho manage, desi gn, deli ver, support and evaluate the service provision to person served. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance cert if ication program Strengths Improvem ent & developments It might be usef ul to descr ibe also The role of the management is the role of the super visor y board and wr itten in the statues and the job the executive board , as they ar e also descr iption of the CEO. actively involved in the daily activities of the organization The roles of the employees involved (besides in the status of the in the pr ovision of services are organizat ion). clearly def ined and descr ibed in their prof iles and ser vice contracts. T he 26 provision of the service is descr ibed Oleks soovitatav kirjeld ada ka in the rules of procedur es of the juhatuse ja nõukogu rolli d, kuidvõr d ser vice (part of the qualit y manual) . nad on aktiivselt seotud organisatsiooni igapäevase tööga Contact inf ormation is available also (lisaks asutuse põhimäärusele). on the web page of Tuletorn and relevant inf ormation has been communic ated to t he clients and other stakeholders . 26. The social service provi der w orks in partnership w ith other organisations in the pro vision of servi ces. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Tuletorn works closely with its main It might be usef ul to describe its cooper ation partner s in Germany. internal and ext er nal partnership Besides it does cooperat ion wit h relat ions in the f orm of a table (f .e local organizations f .e Laste which is attached to the Qualit y Huvikaitse Koda, Ministr y of Social manual). Also a graph ic depiction of Aff airs etc. the var ious stakeholders of the organizat ion could be drawn. Names of the main f oreign cooper ation partner s are listed on This helps the organization to really the home page. Som e of the partners think it through, wit h whom and wh y are mentioned also in the procedur e it cooperates and what ar e the f or gaining f eedback. mutual points of interests and objectives. Tuletorn values and relies on its partners. The organizat ion wishes to Võib osut uda kasulikuks kirjeld ada inf luence the development and the oma sisemised ja välised huvigrupid qualit y of services meant f or the tabeli f ormaadis (nt osana kvaliteedi children/ young people ( in need of käsiraamatust). Samuti võib nt individual pedagogical ser vices). joonistada graaf ilise esituse oma parnerit est. The value of the cooper ation is evaluated in various f orms – in See aitab asutusel t egelikkuses läbi 27 meetings, after meetings, mõelda, kellega ja miks koostööd satisf action sur veys, etc. tehakse ning millised on vastastikused huvipunktid ja eesmärgid. 27. The social service provider w orks in partnership w ith persons served, purchasers and other stakeholders in the development of services. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The persons ser ved, co -operat ion It should be more precisel y partners, f inancing bodies and other descr ibed, not that the social ser vice stakeholders are involved in t he provider works in partnership with its development of services of Tuletorn stakeholders, but also how Tulet orn through meetings and sat isf action involves persons ser ved and f unders sur veys. in the development of service ; also how r elevant exter nal stakeholders Tuletorn evaluates the mutual are involved in the assessment of cooper ation and their partners' needs. satisf action and f eedback. Peaks olema selgemalt kirjeldanud The measures of involvement ar e mitte see, et sotsiaalteenuse osutaja descr ibed in the Qualit y Manual. teeb koost ööd huvigruppidega, vaid ka see, kuidas Tuletorn kaasab The cooperat ion partners value teenuse saajaid ja rahastajaid highly Tuletor n’s credibilit y, teenuste ar endamisse ning kuidas individual solutions, high erinevad välised huvrühmad on prof essionalism, f lexibilit y and good kaasatud nende vajadust e communication. väljaselgitam isesse. Belonging to the Tuletorn -net work allows to exchange best practices among each other. The synerg y arising f rom networ king adds value also to Tuletorn’s cooperat ion 28 partners. 28. The social service provi der includes persons served as acti ve partici pants in planning and have set up appraisal made up of on-going structured dialogue process in the management of the service, including t he definition of the needs, the defini tion of the services, as w ell as of the evaluation of qualit y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The principles and procedures f or A guideline or suggestions could be the involvement of persons ser ved in been dr awn up f or preparing the the management of the service are individual action plans f or descr ibed in the ser vice deliver y customers (and a standard f ormat process and the qualit y principles, added to the service deliver y which both are par t of the Qualit y process). Manual of the or ganizat ion. The ser vice recipients have been Using some well -known inf ormed about their participation methodolog y in client work might possibilit ies. ser ve usef ul. The clients are involved in diff erent Juhen di või soovit used stages of the service provision, individuaalse plaani koostamiseks assessment of individual needs, võiks koostada (samuti sätestada educat ion process and evaluation of individuaalse plaani results. standardf ormaadi teenuse protsessikirjelduse lisana ). The clients are involved in the individual ser vice planning, Mõne tuntud-tunnustatud klienditöö development reviews, have the r ight metoodika kasutusele võtmine võiks to complain and r ight to read their osutuda edukaks. reports. The criterion was ver if ied sat isf ied also through exploring client work 29 documentat ion and through inter views with staff and clients. 29. The social s ervice provi der institutes an annual evaluation of partici pation of persons served bot h on indi vidual and/or group basis. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication progr am Strengths Improvem ent & developments The measures, activities and polic y To ensure that t he policy and f or client participat ion ar e agreed procedures f or involvement ar e with the persons ser ved. This is reviewed annually and documented done both bef ore they are sent t o f .e in the m inutes of meetings, this receive the ser vice and constant ly should be laid down in the qualit y reminded dur ing the ser vice. manual. Feedback on participation was Tagamaks, et kaasamise põhimõtted recently asked dur ing a satisf action ja protseduur id vaadatakse iga - sur vey conducted during last aastaselt ja ülevaatus autumn. dokumenteeritakse nt kohtumise protokollis, tuleks vastav inf o The participat ion principles were kvaliteedi käsimaatusse lisada. reviewed lastly during the autumn of last year. 30. The social service provi der operates specific instruments f or users to improve their personal empow er ment and personal situation and that of their communit y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Empowerment of the persons ser ved is an integral part of service deliver y. Empowerment is described in detail 30 in the Qualit y Manual of Tuletorn. Empowerment means the principles of work and the work organization, the aim of which is to make visible the client ’s characteristics, skills and abilit y to act so that he/she would be able to make important decisions concerning his or her lif e. Ever y person is seen as an expert of his or her lif e. Empowerment r elated activit ies ar e descr ibed in the individual plans and were evidenced in services’ deliver y processes and also came out f rom the inter views with staff , caretakers and persons ser ved. The client wor k is aimed at improving the qualit y of lif e of the customers. The tangible results of empowerment are depicted in the individual plans of the persons ser ved. The criterion was ver if ied sat isf ied through exploring client work documentat ion and through inter views with staff , caretakers and clients. 31. The social service provi der operates specific mechanisms for establishing an empow ering environment. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS A ssurance certif ication program Strengths Improvem ent & developments 31 Empowerment of persons ser ved is an int egral part of service deliver y. Related act ivities were evidenced in ser vices’ deliver y pr ocesses and also came out f rom the inter views wit h staff , caretakers and persons ser ved. The results of empowerment activities can be evidenced in the individual plans of the persons ser ved. In creating empowering envir onment the f ocus is on building up a working relat ionship, off ering a ne w beginning, concent rating on the strengths of clients, creating an empowering environment f or the caretakers and giving access to necessar y inf ormation. The employees ar e trained about empowerment and the subject is discussed dur ing organizat ion’s meetings. 32. The social servi ce provider sel ects programmes w hich are based on a needs assessment at the location w hich is most convenient for the person served, famil y and care takers Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Tuletorn has an over view of t he needs of the persons ser ved . This is gained through assistance plans (made by the cooperation partner) 32 and individual plans (made in Tuletorn). There are ser vice inquir ies made and relat ed correspondence has been preser ved. There is a waiting list of possible caretakers (in the f orm of descript ion of the location) The caretakers live in the countr yside or small towns all over Estonia, which is best f or the service recipient. T he best possible locat ion and car etaker f or the client is chosen. The off ice of Tuletorn is located in Tallinn and is well accessible . The premises are room y and comf ortable. 33. The social service provider offers p rogrammes consistent w ith the identified needs of its customers and objecti ves for the programme. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The needs and expectat ions of f unding body are communicated to Tuletorn via meet ings and other ver bal and wr itten communications. There are cooperation agreements with main cooperation partners. Related correspondence is maintained. Cooperation Partners’ Sat isf action Sur vey was carr ied out in 2015, 33 which also ref lected t he f ulf illment of expectat ions and goals. The needs and f eedback of diff erent stakeholders (social partners) have been discussed during meetings and during daily coope r ation (though e - mails, telephone) . Also sur veys have been conducted to understand satisf action and success rates of ser vices. The success and results of the exist ing ser vices have been determined and is descr ibed in the activit y report of the organizat ion . Long-term strategic goals are descr ibed in the development plan of Tuletorn. 34. The social service provi der operates indi vidual processes that are dri ven by the needs of the person served. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The f ocus in ser vice provision in on individual planning. Ever y client comes wit h a Help Plan than has been drawn up by the cooperat ion partner bef ore the beginning of the ser vice. W hen the client comes to Tuletorn, and individual plan is drawn up f or him or her in cooperation with the person ser ved, caretaker, 34 coordinator and educat ion super visor. The educational work f or the person ser ved is the same, but each ser vice recipient has his/her own day schedule and week schedule. W hile preparing the individual plan, the f ollowing things about the ser vice recipient are ascertained: strengths, worries and problems, individual objectives, expected situat ion. The techniques, methods and inter ventions are agreed to reach individual goals. Also agreement is made on how the reaching of objectives is measur ed. The work pedagogy is based on Pestalozzi educat ion theor y, which stresses independent work. The caretaking is coordinated f rom the Tuletorn off ice. There are regular meetings with the coordinator. The results and also the obstacles in the educat ion work are registered in the pedagogical diar y. This is used f or drawing up per iodic reports. 35. The social service provider documents the planni ng of services based on the ident ification of indi vi dual needs and expectations of persons served in an Indi vidual Plan. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iteri on of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 35 The clients’ individual needs and expectat ions are wr itten down in the individual plans. The individual plans involve all the inf ormation set by the criter ion and are agreed by the persons ser ved (signed), which was ver if ied by examples of client documentation seen during the site visit. The process itself is described in the ser vice deliver y process (being part of the Qualit y Manual). The individual plan is t he basis f or the daily education work. The assessment of indivi dual results is done regular ly via reports and development reviews. Interviews were conducted with persons ser ved that ver if ied that the clients were knowledgeable of their objectives and relat ed acti vit ies. The individual plans wer e agreed with the customers. The eff ectiveness of the ser vice deliver y on the collective level is measured via sat isf action sur veys and f eedback questionnaires. 36. The social service provider identif ies, documents, and m aintains the key servi ce deli very processes to the persons served in line w ith its vision, mission statement and quali t y policy. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif icatio n program 36  Strengths Improvem ent & developments The service provided by Tuletorn – individual pedagogical assistance to troubled young people – is descr ibed in the ser vice deliver y process, which is part of the Qualit y Manual. The service includes: 1) t aking the child to ser vice, 2) the organization of the educat ional work in the caretaker ’s f amily, 3) Individual Planning, 4) Reporting, 5) resolving crisis, 6) Leaving f rom the service. The ser vice deliver y proces s is in line wit h Tuletorn ’s vision, mission and qualit y pr inciples. Also the comments f rom the f unding bodies are taken into account. The process was last reviewed in autumn 2016. 37. The social service provi der review s this delivery process and maintains control over the deli very of t he serv i ce. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Tuletorn staff has reviewed its The social ser vice provider has to qualit y manual (including the assure that the per f ormance of the perf ormance of the ser vice deliver y ser vice deliver y pr ocess is monitor ed process) during the process of and reviewed on regula r basis (also preparing f or EQUASS Assurance internal audit is conducted) after the audit. The test audits were used to f inal audit of EQUASS Ass urance gain additional assurance. The and that the r elated principles are results were protocolled. agreed and laid down in the qualit y 37 Regular meetings, checks, reviews manual of the organizat ion. and controls are conducted to assur e maintaining control over the deliver y Sotsiaalteenuse osutajal tuleb of services. tagada, et teenuse osutamise protsessi jälgitakse ja analüüsitakse regulaarselt ( viiakse läbi ka siseauditeid) pärast EQUASS Assurance lõppaudit it nin g et vastavad põhimõtted lepitakse kokku ja kirjeldatakse organisatsiooni kvaliteedi käsiraamatus. 38. The social service provider ensures that the person served can access a continuum of servi ces that span from earl y in t ervention to support and respond to changing requi rements over time. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Tuletorn ensures t hat the person s ser ved can access a continuum of ser vices as n eeds of persons served are evaluat ed and descr ibed in individual plans. According to the individual plans, necessar y ser vices are provided. Regular reassessments are made. If needs cha nge, the individual plans are amended. If the end of the ser vice is near, Tuletorn makes sure with its cooper ation partners that the continuat ion of service provision is guaranteed somewhere else . The continuat ion of service deliver y is 38 monitored and eval uated regular ly. 39. The social service provi der develops a seamless continuum of services and reduces barriers in a multi -disciplinary or multi -agenc y setting. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Annual act ivit y reports are composed, which address the continuum of services . The ser vices, that are part of the individual plan, are provided to the customers. All the obstacles in ser vice deliver y are reported. The criterion was verif ied f ulf illed by also explor ing the client work documentat ion, where evidence was f ound about multidisciplinar y approach. The person ser ved live by t he caretaker, meet regularly with the coordinator / education super visor, teacher and the coordinator ’s representat ives. There is periodic r eporting on the f ulf illment of the plan and assessment of results. 39  40. The social service provi der operates servi ces from a holistic approach based on the needs and expectations of the person served w ith the aim of improving the qualit y of life for the person served. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Tuletorn uses client -centered holistic approach, which is aimed to improve client ’s qualit y of lif e. The qualit y of lif e init iat ive’s eff ectiveness is measured and reported in individual plans . The physical, mental and social aspects are taken int o account when assessing the qualit y of lif e. The ILK methodolog y (Das Inventar zur Erf assung der Lebensqualit ät bei Kindern und Jugendlichen) is used f or assessing the qualit y of lif e. The assessment is carr ied out annuall y. Regular assessments of individual plans are made. The criterion was verif ied f ulf illed by also explor ing the client work documentat ion, where evidence was f ound about measur ing the qualit y of lif e. 41. The social service provider identif ies the neede d competences, skills and support for staff to enhance the qualit y of life for person served. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program 40  Strengths Improvem ent & developments The necessar y competences and skills are described in job descr iptions and job prof iles of Tuletorn. These are evaluated annually during employees’ perf ormance evaluations. Trainings are provided to employees, which was evidenced by trainin g plans of Tuletorn and came out f rom inter views. 42. The social service provider identifies its business results and provides formal periodic and independent revi ew and procedures t o achieve the targeted results. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Tuletorn has developed perf ormance indicators to measure the results of The key perf ormance indicators have its activit ies. The goals, activit ies, been set in the strategic plan. The perf ormance indicat ors and expected annual plans should be results are descr ibed in the annual complemented wit h the related plans. indicators f or the year and inf ormation of the target values Results are repor ted in annual should also be available. For the f inancial reports and activit y reports sake of f uture benchmarking it would of Tuletorn. be wise to develop a system of indicator s so that changes in trends External audits are conducted by the in time could be observed. f inancial auditors . Peam ised tulemusmõõdikud on 41  esitatud strateegilises plaanis. Aastaplaane tuleks täiendada seotud indikaator itega aasta kohta ning inf o nende eeldatavate saavutusmäärade kohta peaks samas olema kättesaadav. Et tulevikus oleks võimalik võr dlusanalüüse läbi viia ning jälgida indikaatoride trendide muutust ajas, tuleks välja töötada indikaator ite süsteem. 43. The social servi ce provi der identifies and registers the outcomes and benefits for person served of the recei ve services on individual and collecti ve basi s. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Tuletorn gathers and documents The organizat ion should put some inf ormation regarding results of more eff ort into developing an providing ser vices (both on optimal way on how to measure the individual and collective basis). achieved results on collect ive basis and the benef its f or persons ser ved Individual plans are assessed of received ser vices on collective regularly. Conclusions are dr awn and basis. summaries are made on collect ive basis annually. It would be good to establish a clear link bet ween indicators in individual The summary is presented in the plans and indicator s in the annual annual act ivity report, which is plan. disclosed on the home page of the organizat ion. Organisatsioon peaks enam tähelepanu pöörama optimaalse viisi väljatöötamiseks, et mõõta osutatud teenuse tulemusi kollektiivsel tasemel ning teenuse saajate kasutegurit kollektiivsel tasandil. 42  Hea oleks luua otsene seos individuaalses plaanis esitatud tulemusindikaator ite ning aastaplaanis esitat ud indikaator ite vahel. 44. The social service provider evaluates its business results in order to determine best value for purchasers and funders ( ‘best value’ can also be expressed in relation to the increased qualit y of life offered to the person bei ng served). Remark from the auditor: The ser vices of the s ocial ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Tuletorn evaluates the results and As there are similar ser vice added value of its work during providers in other countries, with regular meet ings and through clients’ whom Tulet orn does tight and other stakeholder s’ sur veys. cooper ation, it would provide usef ul to start benchmarking (business) The added value of the ser vices t o results with them. individual service recipients is measured using the individual plan Kuivõrd sarnaseid teenuse osutajaid and qualit y of lif e questionnaires. nagu Tulet orn on ka teistes riikides, kellega koostööd tehakse, oleks The added value is summarized also kasulik nendega (äri) tulemusi in the act ivit y r eport , which is hakata võrdlema. available to the publicit y through th e web page of the organization. 45. The social service provider evaluates the indi vidual and collecti ve satisfact ion of persons served and other stakeholders by internal and/or external evaluation. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program 43  Strengths Improvem ent & developments Tuletorn organizes r egular sur veys t o receive f eedback f rom the persons ser ved. Also the satisf action of other stakeholders is evaluated by using diff erent means like meetings, questionnaires , sur veys etc. 46. The social service provider provides accessible and easil y understandable records on outcome, inclu ding personal perception and achievements Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The records on outcome are communicated to stakeholders, staff and persons ser ved. Concerning the persons ser ved there are weekly, monthly and development reports. The inf ormation present ed depends on the period. Annual activit y r eports include personal perceptions and achievements. They are disclosed on the home page of Tuletorn. 47. The soci al service provider acti vel y disseminates organization performance among its staff, service users and external stakeholders. 44 Remark from the auditor: The ser vices of the social ser vice pr oviders me et this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Tuletorn reports its perf ormance to f unding bodies, staff and cooper ation partners. Activit y report is also available on the home page Tulet orn. Inf ormation is disseminated through e-mail, home page, staff meetings, etc. 48. The social service provider has a standard procedure for continuous improvement on the basis of an improvement cycle. Remark from the auditor: The ser vices of the social ser vic e pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The PDCA cycle is used and Until this audit the main impr ovement descr ibed in the Qualit y Manual project f or the organization was the (continuous improvement process implementation of EQUASS descr iption) . Annual plan s are drawn Assurance qualit y system and up and ar e reviewed quarterly. gaining the quali t y certif icate. As the goal of the organization was to carr y All the processes and activities are out up to 3 quality improvement reviewed regular ly. actions ever y year, it would be wise to begin planning the related The results and perf ormance of activities f or the coming years (f .e Tuletorn is measured and described during the strategy day). A clear in annual reports. diff erence bet ween improv ement Qualit y improvement activit ies are projects and innovat ive ways of descr ibed in the annual plans and working should b e made. 45 are proper ly document ed. In f uture more attention could be paid on carr ying out the improvement F.e starting to f ollow t he EQUASS projects f ollowing more precisely the principles is one of the impr ovement principles of TQM (total qualit y projects f or the service provider. management). Eventhough the main pr inciples f or carrying out quality improvement projects have been descr ibed in the continuous improvement process, it should be seen that the principles set in documentation are consistently also f ollowed in reality. Käesoleva auditini oli organisatsiooni peamiseks parend usprojektiks EQUASS Assurance kvaliteedi süsteem i rakendamine ja kvaliteedimärgi taotlemine (auditi taotluse kohaselt ). Kuivõrd asutuse eesmärgiks on kuni kolme parendusprojekti ellurakendamine igal aastal, oleks asjakohane planeer ida vastavaid tegevusi järgnevateks aastateks (nt strateegiapäeval). Tuleks teha selget vahet parenduspr ojektide ning innovat iivsete töömeetodit e vahel. Tulevikus peaks enam tähelepanu pöörama sellele, et parendusprojektide puhul järgitakse TQM-i (täielik kvaliteedijuhtimine) printsiipe. Kuig i kvaliteedi parendusprojektide läbiviimise põhimõtt eid on kirjeldatud kestva arengu protseduur is, peaks järgima, et ka tegelikkuses kirjeldatud põhimõtteid järjepidevalt 46  jälgitakse. 49. The social service provi der identifies performance i n dicators for measuring the results of the improvement actions. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments EQUASS Assuranc e implem entation and a qualit y improvem ent program has been documented, the documentat ion includes goals and respect ive perf ormance indicators. This was verif ied through inspecting the relat ed documentation dur ing sit e visit. 50. The servi ce provider i ntroduces and manages innovative w ays of w orking that have been identified based on the needs of stakeholders. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Tuletorn f inds ways of being innovat ive, taking into account the needs and expectations of stakeholders. Best pract ices and contemporar y approaches are used in developing ser vices. The ides f or new innovative ways of doing things are gained through close cooperat ion wit h 47 partners, others similar organizat ions in the wor ld and f rom trainings/seminars/conf erences etc. Examples of innovation projects ar e projects "Individuaalse noorteabi teenuse välja ar endam ine Eest i lastele ja noortele" and " Saatjata alaealised pagulased". All innovation projects related inf ormation was ver if ied to be document ed. 4. Agreed additional development / improvements The applicant decided on the following improvement actions and/or additional deve lopm ent f or the period of two years: Criter ia Short descript ion of the actions (including SMART objectives) 1 Make the home page of the organizat ion available in German, as the main cooperat ion partners are in Germany Teha asutuse koduleht kättesaadavak s saksa keeles, kuivõrd asutuse peamised koostööpartnerid on Saksamaal. 2. Complement the various procedure in the qualit y manual of the organizat ion, adding inf ormation that has been brought out in more detail in part 3 of the report. Täiendada erinevat e protsesside kirjeldusi organisatsiooni kvaliteedi käsiraamatus , lisades inf ormatsiooni, mis on detailsemalt esitatud aruande 3. osas. 4 Complement the web page with some additional inf ormation about the organizat ion, in order to be more visible f or the s takeholders. 48  Aspire f or more media coverage as due to the peculiar it y of the ser vice, the inf ormation provided about the is not ver y spread in Estonia (f or rising the awareness of people) . Püüelda suur ema meediakajastuse / teavitust öö poole, kuivõrd tulene valt asutuse poolt pakutava teenuse septsiif ikast ei ole inf o selle kohta väga le vinud Eestis ( inimeste teadlikkuse tõstmiseks). Täiustada kodulehte inf oga organisatsiooni kohta, et olla rohkem nähtav huvigruppidele. 6 Complement the annual plan with the act ivities and targets related t o the provision of social ser vice to young people. Täiendada aasta plaani tegevustega ja oodatavate tulemust ega, mis on seotud noortele individuaalse pedagoogilise teenuse osutamisega. 7 In f uture t urn more attention to the Estonian society and sat isf ying its needs and expectations (including realizing the plans f or serv ice provision to the locals). Tulevikus pöör ata enam tähelepanu Eesti ühiskonnale ning selle vaj aduste ja oot uste rahuldam isele (sh kohalikele mõeldud teenus e realiseerim ine. 9 Treat caretakers as they were t he em ployees of the organization (f rom the service pr ovision qualit y assurance point of view). The staff policy lacks leaving principles, which should be added. Kohelda kasvatajaid nagu nad oleksid asutus e töötajad (tulenevalt teenuse osutamise kvaliteedi tagamise vaatenurgast). Personalipoliitikast puudub ametist lahkumise osa, mis tuleks lisada. 15, 17 Translate the rights and duties of persons served and the procedur e f or handling complaint f rom Germa n to Estonian. Tõlkida teenuse saajate õigused ja kohustused ning kabustega tegelemise protseduur saksa keelest eesti keelde. 49 25 To ensure visibilit y and clear def inition of roles and r esponsibilit ies, descr ibe the role of the super visor y board and t he ex ecut ive boar d, as they are also actively involved in the daily activit ies of the organizat ion (besides in the status of the organizat ion). Et tagada läbipaist vus ning rollide ja vastut uste selge jaotus, kirjeldada juhatuse ja nõukogu rollid, kuidvõr d nad o n aktiivselt seotud organisatsiooni igapäevase tööga (lisaks asutuse põhimääruses toodule). 26 Descr ibe organizat ion’s internal and external partnership relations in the f orm of a table or graphic in order to help the organizat ion to really think it throu gh, with whom and why it cooperates and what are the mutual points of interests and objectives. Kirjeldada organisatsiooni sisem ised ja välised huvigrupid tabeli f ormaadis või graaf ikuna, et tegelikkuses läbi mõelda, kellega ja miks koostööd tehakse ning m illised on vastastikused huvipunktid ja eesmärgid. 28 Try to f ind a suitable methodolog y to be used syst ematically in client work . Püüda leida mõni klienditöö metoodika, mida teenuse osutamisel süstemaat iliselt kasutada. 37 Monitor and r eview the perf o rmance of the ser vice deliver y process on regular basis (also conduct internal) also after the f inal audit of EQUASS. Jälgida ja analüüsida teenuse osutamise protsessi regulaarselt ( viia läbi siseauditeid) ka pärast EQUASS lõppauditit. 42 Develop a syste m of indicators f or the sake of f uture benchmarking (so that changes in trends in t ime could be obser ved). Com plete the annual plans with indicators f or the year and inf ormation of the target values. Töötada välja indikaatorite süsteem, et tulevikus oleks võimalik 50  võr dlusanalüüse läbi viia ning jälgida indikaator ide trendide muutust ajas. Täiendada aastaplaane indikaatorit ega aasta kohta ning lisada ka inf o nende eeldatavate saavutusmäär ade kohta. 43 Develop an opt imal way how to measure the achieved resu lts and the benef its f or persons served of received ser vices on collective basis. Establish a clear link between indicat ors in individual plans and indicators in the annual plan. Töötada välja opt imaalne viis, et mõõta osutatud teenuse tulemusi ning teenus e saajat e kasutegurit kollektiivsel tasandil. Luua otsene seos individuaalses plaanis esitatud tulemusindikaatorite ning aastaplaanis esitatud indikaator ite vahel. 44 Begin benchmarking (business) results with similar ser vice providers in other countr ies, with whom Tuletorn does cooperation. hakata võrdlema (äri) tulemusi teiste sarnaste asutustega teistes riikides, kellega koostööd tehakse. 48 In f uture pay more attention t o carr ying out the improvement projects f ollowing more precisely the principles o f TQM. Tulevikus pöörata enam tähelepanu sellele, et parenduspr ojektide puhul järgitakse TQM -i (täielik kvaliteedijuhtimine) printsiipe. 5. Closing remarks Tuletorn was established in 1999. The main aim is to pr ovide individual pedagogical assistance to tr oubled young people. O ver the last 17 years, the organizat ion has pr ovided support to 89 German youngsters, each of them has lived with an Est onian f amily f or an aver age of two years. The main f oreign partners of Tuletorn are the German f oundation St iftung Leuchtf euer and St. Vincenz Jugendhilf e -Zentrum e.VThrough them, they also work with a number of youth ser vices. Tuletorn Fond off ers a new home f or childr en and youngsters, who cannot stay wit h their biolog ical f amily or in a child-care inst itution f or var ious reasons. The aim is to pr ovide a secure and stable environm ent to f acilitate the coping with the problematic past and enable a positive development regarding f uture perspectives, academ ic and vocational training. 51 The concept of Tuletorn ensures th at the unique sit uation of each young person is met by individual measur es t hat are f itted to the personal needs. Intensive support and educat ion is available f or the children and young people at all times. The caretakers usually live in rural areas. One c hild/ youngster lives in the household of his or her caretaker and exper iences, quite often f or the f irst time, secure f amily attachment and trustworthy relat ionships. At the moment there are 10 clients aged 13 -20. On the basis of a cooper ation contract , the caretakers work at their home, where they live together with the client. Caretakers and youngsters are support ed by the coordinat or, who visits the f amily on a regular basis (once a week, after a f ew months, depending on the development, ever y second week). The German cooperat ion partner is responsible f or the communication with the German youth author ities, the youngster ’s parents and legal guardians. The youngsters attend a distance lear ning programme f rom Germany, in Estonia they are supported by a teacher once a week. Tuletorn began wit h the preparation f or applying the EQUASS Qualit y Assurance cert if icate approximately f ew years ago. By today t he organizat ion has successf ully begun with the implementat ion of EQUASS qualit y pr inciples . Thinking things through, drawing up procedures, having discussions on what and how and why is done, clearing roles and responsibilities and putting things into a f ramework and adding continuous development cycle to improve things has helped the organization on its qualit y pat h. The necessar y procedures exist and are implemented, PDCA cycle is used to make sure there is constant development , the management is support ive and staff / caretakers prof essional. Today Tuletron is a well-managed social service provider. The documentation of the organization is well organized, correct and comprehensive. Planning is in place and the or ganizat ion proves to be result or ientated. The staff and caretakers are cared f or and trained. Due to the small size of the organizat ion, interna l communication is not a challenge and ever yone is involved. Tuletorn implements person -centered approach in its service provision, taking into account the needs and expectations of ser vice users. The persons ser ved are systemat ically empowered and the ai m is to raise the qualit y of their lives. 52 The auditor exper ienced on site that the social ser vice provider Tuletorn perf orms in compliance with t he EQUASS Assurance criter ia. The inter viewed representatives of partners, f inancing bodies, employees , caretakers and persons ser ved conf irmed this, which was ref lected through their inter views. The whole staff was kind and cooperat ive in introducing the work of Tuletorn, f inding necessar y evidential mater ials and shar ing inf ormation about f ulf illing EQUASS cr it eria. For the per iod of following two years, some improvement actions were presented that are brought out in part 4 of the audit report. An over view of suggestions f or improvement that are mentioned under the specif ic criter ia is given as well in part 3. The improvement ar eas included in general the f ollowing: Making the home page of the organizat ion available in German and on t he other hand translat ing the main documentat ion to Estonian, complem enting the web page with some additional inf ormation about the organizat ion, improving the var ious procedure in the qualit y manual, adding the service provision related activities and targets to the annual plan, paying more attention to the Estonian societ y and satisf ying its needs and expectations, treating the caretakers as they were the employees of the organization, describing the role of the supervisory board and the execut ive board, f inding a suitable methodolog y to be used systematically in client work, monitor ing and reviewing the perf ormance of the ser vice deliver y process on regular basis, developing a system of indicators f or the sake of f uture benchm arking, developing an opt imal way how t o measure the achieved results and the benef its f or persons ser ved of received services on collect ive basis, carrying out the improvement projects the principles of TQM. After verif ication of the indicators by r eviewing documentation, conduct ing inter views and performing site visit, the auditor was conf irmed that the criteria f or qualit y assurance of the European Qualit y f or Social ser vices were f ulf illed. The auditor was convinced that Tuletorn is devot ed to qualit y assurance and improvem ent in its work and delivers ser vices of high qualit y. The audit or wants to thank Tuletorn f or good cooperat ion dur ing the audit. *** 53 SA Tuletorn Fond alustas tegevust 1999. aastal. Asutuse eesmärgiks on pakkuda individuaalpedagoogilist noort eabi teenust raskustesse sattunud noorukitele. Tänaseks on asutus tuge pakkunud 89 saksa noorukile, kellest igaüks on Eest i peres elanud ligikaudu 2 a astat. Tuletorn osutab teenust koostöös kahe partnerorganisatsiooniga, Stiftung Leuchtf euer ja St. Vincenz-Jugendhilf e Zentrum e.V. Teenust rahastavad Saksa noorsooamet id. Lastele ja noorukitele, kes ei saa erinevatel põhjustel enam oma perekonna juurde võ i inst itutsiooni jääda, pakub Tuletorn uut kodu, et turvalises keskkonnas oma raskete läbielamist e ja kogemustega toime tulla ja neid ületada, leidmaks endale uusi tulevikuväljavaateid ning arenguvõimalusi ja jätkata oma haridust eed. Praegu viibib teenusel 10 noorukit vanuses 13 -20 aastat. Noorukid elavad kasvataja peres maapiirkondades. Noorukit ja kasvatusperet toetab koordinaator, kes külastab neid regulaarselt (algul igal nädalal, mõne kuu möödudes sõltuvalt arengust iga kahe nädala tagant). Saksa koost ööpartner i koordinaator vastutab suhtlem ise eest noorsooameti, vanemate ja eestkostjatega. Noorukid õpivad kaugõppe meetodil Saksamaa kaugõppekoolis, kohapeal toetab neid 1 kord nädalas Tulet orniga lepingu sõlm inud õpetaja. Tuletorn alustas ett evalmistuste ga EQUASS Qualit y Assurance sert if ikaadi taotlemiseks kaks aastat tagasi. Asutus on tänaseks edukalt hakanud rakendama EQUASSi kvaliteedi põhim õtteid. Asjade läbimõtlemine, protseduur ireeglite koostamine, diskuteerim ine teemadel mida, kuidas ja miks teha, selged rolled ja vastut used ning asjade raamist ikku panemine ja pideva ar engu tsükli juurutamine asjade parendam iseks on aidanud organisatsiooni oma kvaliteedi teekonnal. Vajalikud pr otseduurireeglid on paigas ning neid rakendatakse, PDCA tsükkel on kasutusel, et tagada pidev areng, juhtkond on toetav ning töötajad / kasvatajad pr of esionaalsed. Täna on Tuletron hästi juhit ud sotsiaalteenuse osutaja. Austuse dokumentatsioon on hästi korraldatud, korrektne ja laialdane. Planeer imine on paigas ning asut us on s uunatud tulemuste saavutamisele. Töötajatest ja kasvatajatest hoolitakse ning neid koolitatakse. Tuöenevalt asut use väiksusest ei ole probleemiks ka asutuse sisene kommunikatsioon ning kõiki kaasatakse. Tuletorn rakendab t eenuse saaja keskset lähenem ist te enuse osutamisel, 54 võttes arvesse teenuse saajate vajadusi ja ootusi. Järjepidevalt tegeletakse teenuse saajate jõustamisega ning eesm ärk on tõsta nende elukvaliteeti. Kohapeal koges audiitor, et sotsiaalt eenuse osutaja Tuletorn tegutseb vastavuses EQUASS Assurance kriteer iumit ega. Intervjuud huvigruppide ja rahastajate esindajatega, töötajate ja kasvatajatega ning teenuse saajatega samuti kinnitasid seda, mis tuli välja nendega tehtud inter vjuudest . Kogu asutuse töötajaskond oli lahke ja koostööaldis Tulet orni töö tutvustamisel, vajaliku tõendusmaterjali leidmisel ning inf ormatsiooni jagamisel EQUASS - i kriteeriumite täitmise kohta. Järgnevaks kaheks aastaks lepiti kokku mõned parendustegevused, mis on välja toodud aruande 4 -ndas osas. Ülevaade par endussoov it ustest konkreetsete kriteeriumite lõikes on esitatud ka aruande 3 - ndas osas. Parendusvaldk onnad hõlmasid üldises plaanis järgmist: t eha asutuse koduleht kättesaadavaks saksa keeles ning teisest küljest tõlkida asutuse peamine dokumentatsioon eesti keeld e, täiustada kodulehte inf oga organisatsiooni kohta, täiendada erinevate protsesside kirjeldusi organisatsiooni kvaliteedi käsiraamatus, täiendada aasta plaani teenuse osutamisega seotud tegevustega ja tulemustega, pöörata enam tähelepanu Eesti ühiskonnale ning selle vajaduste ja ootuste rahuldamisele, kohelda kasvatajaid nagu nad oleksid asutuse töötajad, kirjeldada juhatuse ja nõukogu rolled, leida mõni klienditöö metoodika teenuse osutamisel süstemaat iliselt kasutamiseks, jälgida ja analüüsida teenuse os utamise protsessi regulaarselt, töötada välja indikaatorite süsteem tulevikus võr dlusanalüüside läbiviimiseks, töötada välja opt imaalne viis, et mõõta osutatud teenuse t ulemusi ning teenuse saajate kasutegurit kollektiivsel tasandil, tulevikus järgida pare ndusprojektide puhul TQ M-i printsiipe. Pärast indikaator itele vastam ise tõendamist, tutvudes dokumentatsiooniga ning viies läbi inter vjuud, oli audiitor veendunud, et kriteeriumid Eur oopa kvaliteedimärgi jaoks sotsiaalteenustes on täidetud. Audiitor sai veendumuse, et Tuletron on pühendunud oma töös kvaliteedi tagamisele ja täiustam isele ning osutab kõrge kvaliteediga teenuseid. Audiitor soovib tänada Tuletorni hea koostöö eest audit i läbiviim isel. Tallinn, 19. 04.2016 Mar iliis Männik -Sepp , EQUASSi audiitor / EQUASS auditor 55 EQUASS ASSURANCE APPLICATION ADDITIONAL INFORMATION 1. Short information about the organisation in the nati ve language SA Tuletorn Fond alustas tegevust 1999. aastal. Meie eesmärgiks on pakkuda individuaalpedagoogilist noorteabi teenust raskustesse sattunud lastele/noortele. Tänaseks oleme tuge pakkunud 89 saksa noorukile, kellest igaüks on Eesti peres elanud ligikaudu 2 aastat. Osutame teenust koostöös kahe partnerorganisatsiooniga: Stiftung Leuchtfeuer ja St. Vincenz-Jugendhilfe Zentrum e.V. Õppetöö osas teeme koostööd kolme kooliga: Flex- Fernschule, Vincenz-von-Paul-Schule ja Institut für Lernsysteme GmbH. Teenust rahastavad Saksamaa kohalikud omavalitsused, täpsemalt noorsooametid. Lastele ja noortele, kes ei saa erinevatel põhjustel enam oma perekonna juurde või institutsiooni jääda, pakub Tuletorn Fond uut kodu, et turvalises keskkonnas oma raskete läbielamiste ja kogemustega toime tulla ja neid ületada, leidmaks endale uusi tulevikuväljavaateid ning arenguvõimalusi ja jätkata oma haridusteed. Seisuga 01.03.2016 viibib teenusel 10 last/noort vanuses 13-20 aastat, kes elavad kasvataja peres maapiirkondades. Last/noort ja kasvatusperet toetab koordinaator, kes külastab neid regulaarselt (algul igal nädalal, mõne kuu möödudes – sõltuvalt arengust – iga kahe nädala tagant) ja on nõuandmiseks telefoni teel alati kättesaadav. Koordinaator suhtleb ka koostööpartneritega ning annab aru meie tööst ja lapse/noore arengust. Saksa koostööpartneri koordinaator vastutab suhtlemise eest noorsooameti, vanemate ja eestkostjatega. Lapsed/noored õpivad kaugõppe meetodil Saksamaa kaugõppekoolis, kohapeal toetab neid 1 kord nädalas meiega lepingu sõlminud õpetaja. 2. Short information about the organisation in English (acti vities, clients, etc.) SA Tuletorn Fond was established in 1999. Our aim is to provide individual pedagogical assistance to troubled young people. Over the last 17 years, we have provided support to 89 German youngsters, each of them has lived with an Estonian family for an average of two years. Our foreign partners are the German foundation Stiftung Leuchtfeuer and St. Vincenz Jugendhilfe-Zentrum e.V. Through them, we also work with a number of youth services. SA Tuletorn Fond offers a new home for children and youngsters, who can not stay with their biological family or in a child-care institution for various reasons. The aim is to provide a secure and stable environment to facilitate the coping with the problematic past and enable a positive development regarding future perspectives, academic and vocational training. Our conception ensures that the unique situation of each young person is met by individual measures that are fitted to the personal needs. Intensive support and education is available for the children and young people at all times. Our care-takers usually live in rural areas. One child/youngster lives in the household of his or her care-taker and experiences, quite often for the first time, secure family attachment and trustworthy relationships. At the 1 moment (01.03.2016) we have 10 clients aged 13-20. On the basis of a cooperation contract, the care-takers work at their home, where they live together with the client. Care-takers and youngsters are supported by the coordinator, who visits the family on a regular basis (once a week, after a few months, depending on the development, every second week). The German cooperation partner is responsible for the communication with the German youth authorities, the youngster’s parents and legal guardians. The youngsters attend a distance learning programme from Germany, in Estonia they are supported by a teacher once a week. 3. Name of the organisation as you w ould w ant it to appear on the EQU ASS Assurance certificate SA Tuletor n Fond 4. Name of services / departments of the organi sation i n the scope of the application as you w ould w ant it to appear on the EQU ASS Assurance certificate : Individuaalpedagoog iline noorteabi 5. Organisation’s logo Information to be published on EQUASS website: Name of the organi sation : S A Tuletorn Fond Post address: Pirita tee 12, Tallinn 10127, Eesti Director: Madis Tarvas Contact person: Katrin Nadel Email: [email protected] Web: w ww.tuletorn.ee 2 3 Saatja: Maarika Aro Saatmisaeg: 20. aprill 2016. a. 9:19 Adressaat: 'Guus van Beek'; 'Marie Dubost' Koopia: Keiu Talve Teema: SA Tuletorn Fond auditi report Manused: EQ_Audit Report_Tuletorn.doc; Additional Information Form SA TF.doc; SA TF taotlus_audit_2016.xlsx; Asutuse_kylastuse_vorm_Tuletorn.docx Dear Marie, Dear Guus, Attached you’ll find an audit report and other documents of SA Tuletorn Fond EE2016-008. Please let Keiu to know in case there are some comments about the report. Best regards, 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