Maarika Aro
Saatja: Guus van Beek <
[email protected]>
Saatmisaeg: 4. jaanuar 2016. a. 12:47
Adressaat: Maarika Aro; Keiu Talve
Koopia: Madeleine Clarke - EPR; Marie Dubost
Teema: Re: Vinni Perekodu audit report
Tähtsus: Kõrge
Dear Marika,
I h a ve r e vi e w e d t h e a u d i t r e p o r t f r o m Vinni Perekodu (reference number EE2015-026). a n d I c o n c l u d e t h a t
t h e s e r vi c e s (w i t h i n t h e s c o p e o f t h e a p p l i c a t i o n ) o f t h i s o r g a n i z a t i o n me e t a l l t h e E Q U AS S
a s s u r a n c e c r i t e r i a . B a s e d o n t h e delegated power, which is described in the EQU ASS internal
procedures and approved by the I nternational EQU ASS Awarding Commi ttee, th e s e r vi c e s (w i t h i n t h e
s c o p e o f t h e a p p l i c a t i o n ) o f Vinni Perekodu (reference number EE2015-026) w i l l b e c e r t i f i e d w i t h E Q U AS S
As s u r a n c e i n S o c i a l S e r vi c e s .
Ac c o r d i n g t h e a g r e e d c o m m u n i c a t i o n p r o c e d u r e , I k i n d l y a s k y o u t o d i s s e mi n a t e t h e d e c i s i o n t o
c e r t i f y t h e s e r vi c e s (w i t h i n t h e s c o p e o f t h e a p p l i c a t i o n ) o f Vi n n i P e r e k o d u (r e f e r e n c e n u m b e r
E E 2 0 1 5 - 0 2 6 ) w i t h E Q U AS S As s u r a n c e i n S o c i a l S e r vi c e s .
M a r i e D u b o s t w i l l s e n d t h e c e r t i f i c a t e (a n d g u i d e l i n e s f o r u s i n g t h e E Q U AS S As s u r a n c e l o g o )
d i r e c t l y t o Vi n n i P e r e k o d u (r e f e r e n c e n u m b e r E E 2 0 1 5 - 0 2 6 ) .
Kind regards,
Guus van Beek
European Quality in Social Services (EQUASS)
c/o EPR, Avenue des Arts 8, c/o CCI, B-1210 Brussels
Belgium
Phone: +31653770121
Email:
[email protected] / website: www.equass.be
Van: Maarika Aro <
[email protected]>
Datum: maandag 4 januari 2016 08:19
Aan: Guus van Beek <
[email protected]>
CC: Marie Dubost <
[email protected]>, Keiu Talve <
[email protected]>
Onderwerp: Vinni Perekodu audit report
1
Dear Marie, Dear Guus,
Happy New Year!
Attached you’ll find an audit report and other documents of Vinni Perekodu EE2015-026.
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.equass.ee
www.astangu.ee
2
Tegevuse liik Tegevuse staatus Nimetus Toimumisaeg Teostaja Rollid Objekt Tulem
EQUASS ASSURANCE
AUDIT REPORT
Site visit: 02.12.2015 -03.12.2015
Vinni Fam ily Home
Tiina Unukainen
© 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
Na me of th e so ci al
Vi nni F am il y Ho me
se rv i c e p rov id er
Ad d re s s:
P äi ke s e 1 0 1 0, V inn i, 46 6 01 , Lä än a - Vi ru m a a
Po st bo x: -
P er so n re sp on sib le Urv e S aa r
(C EO ) :
Cont ac t p e rs on: Urv e S aa r
Pho ne: 37 2 52 7 86 4 4
Fa x: -
E- m a il: pe re ko du@v inn iv al d. ee
W eb s ite: ht t p: / /w w w .v inniv a ld. ee /v in ni - p e re ko du
Na me of Au dit o r: T iina Un uk ai ne n
Dat e s of aud it : 02 . 12- 0 3. 1 2. 20 1 5
Cli en ts: Numb e r of p e r son s e rv ed: 40
As of (d ate): 0 2. 1 2. 2 0 15
St aff: Numb e r of F ul l t im e sta ff: 3 4
S erv ic e s: Sub st itut e Hom e Se r v ic e ( ch ild r en` s h om e)
2
3
2. Audit program
First day (02.12.2015)
10 . 30- 1 0. 4 5 O p en i ng m ee ti n g
10 . 45- 1 3. 0 0 Doc um en ta t io n r e v i e w
13 . 00- 1 4. 0 0 Lu nc h, s it e v is it
14 . 00- 1 5. 0 0 In ter v i e w wi t h s t af f
15 . 00- 1 6. 0 0 Doc um en ta t io n r e v i e w
16 . 00- 1 7. 0 0 In ter v i e w wi t h c h il dr e n
17 . 00- 1 8. 0 0 Doc um en ta t io n r e v i e w
Second day (03.12.2015)
08 : 00- 1 0 .0 0 Doc um en ta t io n r e v i e w
10 . 00- 1 1. 0 0 In ter v i e w wi t h c h il d pr ot ec t i o n s pec i a l is t
11 . 00- 1 2. 0 0 In ter wi e w wi t h r e pr es e nt at i v e of l oc a l g o v er m ent
12 . 00- 1 3. 0 0 Doc um en ta t io n r e v i e w
13 . 00- 1 3. 3 0 Lu nc h
13 . 30- 1 4. 3 0 In ter v i e w wi t h d irec to r
14 . 30- 1 5. 3 0 In ter v i e w wi t h s t af f
15 . 30- 1 6. 0 0 Preparation of summary
16 . 00- 1 6: 3 0 Fe ed b ac k m eet in g
4
3. Detailed feedback on performance
1. The social service provider defines documents and implements
its vision and mission values on service provision.
Remark from the auditor:
The services of th e social service providers meet this criterion of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social service provider has defined
its vision, mission and values on service
provision in a quality handbook and
values are also available on webpage.
The vision, mission and values are also
documented on wall in a Vinni Family
House.
The staff explained how they formulated
Vinni Family House vision, mission and
values. In a quality handbook are
described why the values are important.
The staff understood the quality
handbook practical value.
5
2. The social service provider defines, documents, and
implements its quality policy by determining long term quality
goals, and its commitment to continuous improvement.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social service provider has
documented long term quality
goals and its commitment to
continuos improvement in a
development plan. The
development plan based on
analysis. Based on development
plan the service provider
documented a year workplan. The
development plan based on
analysis.
The development plan is also
available on webpage.
6
3. Persons served, family members and service user
organisations are able to give feedback on their individual and
collective experience of programmes and services.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has documented On the webpage could also be a link to
summaries of the feedback (children, give the feedback. The online feedback
cooperation partners, staff). system helps to collect feedback
constantly.
The children can give their feedback also
Teenuse osutaja kodulehel võiks
during the individual planning process.
olla link tagasiside andmiseks.
The staff can also give feedback during Interneti teel loodud tagasiside
the development interviews. süsteem aitab tagasisidet koguda
The service provider järjepidevalt.
organizes information days to the The service provider could
cooperation partners once a year. formulate the feedback system in
During the interviews the partners a quality handbook. The system
said that the information day is an helps to collect the feed back
innovative way to share regulary.
experiences and give feedback. Teenuse osutaja võiks
dokumenteerida tagasisiside
andmise süsteemi. Süsteem loo
eeldused selleks, et tagasisidet
kogutaks regulaarselt ja
läbimõeldult.
7
4. The social service provider informs all stakeholders about the
offered programmes and services available.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification progra m
Strengths Improvement & developments
The service provider has informed The service provider could
develope its homepage. There
stakeholders using the web page.
could be more information about
The service processes are the Vinni Family Home for
example the service description.
documented in a quality handbook.
Teenuse osustaja võiks arendada
The service provider organizes
oma kodulehte. Kodulehel võiks
information days to the stakeholdres olla rohkem info rmatsiooni Vinni
Perekodu kohta, näiteks teenuse
once a year. osutamise kirjeldus jms.
8
5. The social service provider management establishes and
documents an annual planning and review process.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has
documented his development plan
for the years 2013 -2017. The
annual plan is based on
development plan.
The annual planning process is
formulated in a quality handbook.
The annual plan is based on
Equass criterias.
9
6. The plan includes:
annual outcomes / targets
the activities to be undertaken in achieving the annual
targets
monitoring of the performance of the organisation in
meeting its annual targets
time-scales and procedures for review and revision.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The annual plan is based on The service provider could change
Equass criterias. The main areas structure of the annual plan. For
in a plan are: example what is the goal and
result. The clear structure helps to
1. general manangement
formulate goals, activities and
activities;
assess results.
2. staff manangement
Teenuse osustaja võiks muuta
activities;
aastaplaani struktuuri. Nimelt on
vaja läbi mõelda, mis on eesmärk,
3. cooperation;
ja tulemus. Selge struktuur aitab
formuleerida eesmärke, tegevusi
4. client work.
ning hinnata tulemusi.
10
7. The social service provider demonstrates
organisation‟s success in satisfying the needs and
expectations of the society.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The children are very active to
participate in events and work for
local community. For example
event “Teeme ära” (cleaning the
surroundings), being a volunteer
in local events and so on.
11
8. The social service provider demonstrates organisation‟s social
responsibility through activities contributing to the society.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The Vinni Family Home got a
beautiful home award from the
president of republic of Estonia.
Most of the children are very good
at sport and are recognized because
of that.
12
9. The social service provider has a staff recruitment and
retention policy that promotes the selection of qualified personnel
based on required knowledge, skills and competences.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has The service provider should
documented staff recruitment and formulate clearly that the staff
retention policy in a quality policy is based on equality and
handbook. The service provider
non-discrimination. At moment it is
recruitment policy main goals are:
understandable indirectly. Clear
- suitability organization`s wording helps staff to understand the
vision and values;
equality and non -discrimination
- process clarity; policy.
Teenuse osutaja võiks selgemalt
- clear process.
sõnastada võrduse- ja
The staff has individual job diskrimineerimisvastasuse
profiles which are regularly põhimõtted. Selge sõnastus aitab
reviewed. The job profiles are based on seda personalil mõista.
knowledge, skills and competences.
13
10. The social service provider operates in compliance with
mandatory national legislation, providing appropriate working
conditions, adequate and agree d staff level and staff ratio, and
appropriate rewarding for staff and volunteers.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has
described his processes in a
quality handbook and those
processes are based on the
employment legislative framework.
The service provider has organized
regular risk assessments from outside
and also there are regular internal
evaluations.
In a quality handbook is documented the
detailed staff policy for showing
recognition. It is very impressive
that the service provider even has
written down staff recognition
criterias.
14
11. The social service trains all staff based on a plan for leaning
and development and evaluates the effectiveness of the training.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has
documented his training plan.
The staff explained what kind of
trainings they had and why those
were useful.
The staff said that the manager
also usually recommends useful
literature to develop the skills and
knowledge.
After every training the praticipant could
organizes the information day about the
training and the results are protocolled.
15
12. The social service provider applies requirements for
competence in the identified roles and functions of staff and
evaluates them on annual basis.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The staff roles, general
competence and functions are
defined in a job descriptions . Job
descriptions are regularly
evaluated
The manager assesses the staff
competence during the appraisal
interviews. There are also regular
work meetings.
The daily work is documented in a
work diary.
16
13. The social service provider recognises the staff as a
resource for feedback on organisational performance, service
development and staff development
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The staff have an opportunity to give
feedback during the appraisal
interviews.
The manager also organizes
anonymous questionnaires.
There are also regular meetings with
staff and during those meetings they
have a chance to give feedback.
The sfaff explained that the manager
usually take into account their
suggestions. For example the manager
changed the summer worktime more
suitable for staff and she helped to
organize the game day.
17
14. The social service provider has mechanisms in place to
enhance satisfaction and motivation of staff
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has described a
procedure for rewarding staff in a quality
handbook. The staff was aware of the
document.
There are regular appraisal interviews
and carried out anonymous
questionnares.
The Vinni Family House staff organized
best colleague contest. The children are
also selecting the best educator.
18
15. The social service provider assures the rights of persons
served outlined in a Charter of Rights which 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 international human rights
conventions, especially those elaborated under the United
Nations .
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social service provider has
documented children`s
fundamental rights and
restrictions .
The staff were aware of the
document. The staff was able to
analyze why the document is
important. There were many good
examples how the staff is
following the document in a
practical work. The staff also
explained how they introduced to
the children their rights and
restrictions .
19
16. The social service provider informs the person served about
his/her rights and duties especially to equal treatment on grounds
of age, disability, gender, race, religion or belief and sexual
orientation before receiving the services.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
During the interview the children
explained their rights and duties.
They also said that the staff is
always listening their problems.
There are protocols which also
approve that the service provider
has informed the children about
their rights and duties.
The document children`s
fundamental rights and
restrictions are also on a wall in a
family houses.
20
17. The social service provider has accessible complaint
management system which registers feedback on performance
from persons served, purchasers and other relevant stakeholders.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
Vinni Family Home has formulated
and documented the procedure for
complaints.
During the period 2013-2015
complaints were not submitted.
Children explained that they have
always chance to talk to their
educator or tutor.
21
18. The social service provider respects the fundamental right to
self-determination of the person served. They freely determine
their political status and freely pursue their economic, social and
cultural development.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has
formulated the individual
developmental planning process.
During that process the children
can say their wishes and
expectations to the service provider.
The manager also organizes anonymous
questionnaires to the children once a
year.
22
19. The social service provider facilitates the person served in
choosing and having access to advocates and/or supporting
persons.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
During the individual
developmental planning process
some children need supporting
persons.
In a Vinni Family Home every
child has own “trust educator ”.
The children can also talk to the
manager about their problems
including about the relationships
with educators.
23
20. The social service provider defines and documents its policy
on ethics that respects and assures the dignity of the persons
served, protects them from undue risk and promotes social justice
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has
documented ethics policy in a
quality handbook.
During the interviews the staff
explained how they defined ethics
policy. They confirmed that the
ethics is also very important
subject becoming an educator.
The staff has signed that the y
have read the ethics policy.
24
21. The social service provider operates mechanisms which
prevent the physical, mental and financial abuse of users.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has defined
mechanisms to prevent the
physical, mental and financial
abuse in a quality handbook.
The staff has signed the document
that they have read the quality
handbook.
Vinni Family Home manager
organizes regulary internal
evaluating. During the evaluation
one subject can be preventing the
physical, mental and financial
abuse.
25
22. The social service provider provides services in a safe
system of working within a safe environment to ensure the
physical security of persons served, their families and
caretakers.
Rem ark f rom th e au d it or :
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
In a quality handbook the service
provider has defined procedures
to secure the safe environment.
There is also a guide – behaviour
in case of fire.
Estonian Health Board has also
audited the Vinni Family House
and after audit the manager has
implemented the actions.
26
23. The social service provider defines, documents, monitors and
evaluates a set of principles, values and procedures that govern
behaviour in service delivery containing aspects of confidentiality,
accuracy, privacy and integrity.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
In a quality handbook the service
provider has defined ethics policy.
In a quality handbook there are
also other procedures which are
proving that the service provider
follows ethics policy.
The saff explained based on
practical examples how they
follow ethical aspects.
27
24. The social service provider defines, documents, monitors and
evaluates procedures for assuring confidentiality of data
regarding the persons served and the service provided to them.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
In a work contract the service
provider has defined main
confidential principles.
In a quality handbook the service
provider has documented
principles how to save the
personal data.
The service provider has defined a
special procedure for internal
evaluation. During the internal
evaluation the service provider
evaluates how the staff is
following the confidential
principles.
28
25. The social service provider defines the roles and
responsibilities, authorities and the interrelation of all personnel
who manage, design, deliver, support and evaluate the service
provision to person served.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The roles and responsibilities are
defined in job descriptions and
work contracts.
On the web page is also Vinni`s
Family Home statutes .
29
26. The social service provider works in partnership with other
organisations in the provision of services.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
Vinni Family House organizes
once a year information da ys
which is a very good way to s hare
the experiences, ask feedback
and introduce the organ ization.
There are also lots of rewards
which are proving that the service
provider works in a partnership
with other organizations.
´
30
27. The social service provider works in partnership with persons
served, purchasers and other stakeholders in the development of
services.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider involves to
the individual planning process
the child protect specialist.
The children have a chance to
evaluate anonymously the service
provider. There also regular meetings
where the children can give feedback to
the service provider. During the interview
the children explained that they can
always give feedback to their educator.
31
28. The social service provider includes persons served as
active participants in planning and have set up appraisal made
up of on-going of an on-going structured dialogue process in
the management of the service, including the definition of the
needs, the definition of the services, as well as of the
evaluation of quality.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has helped
children to create the
representation of children. They
have own statutes. The meetings
are protocolled.
During the individual planning
process children can give
feedback and express an opinion.
There is also at least once during
three years internal evaluation.
Children can give their feedback
anonymously.
32
29. The social service provider institutes an annual evaluation of
participation of persons served both on individual and/or group
basis.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has
documented procedure for
individual planning. After every six
months the action plan will be
analyzed in a team (child
educator, legal representative) .
It is very impressive that there is
also representation of children.
The service provider organizes
regularly internal assessments.
33
30. The social service provider operates specific instruments for
users to improve their personal empowerment and personal
situation and. that of their community
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assu rance certification program
Strengths Improvement & developments
Every child has his own action
plan which is prepared in a team.
During the interviews the service
provider confirmed that the school
attendance has improved.
34
31. The social service provider operates specific mechanisms for
establishing an empowering environment.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has
documented empowering
mechanisms in quality handbook.
For example values in a work,
child comfort and safety,
communication aspects.
Based on development plan the
service provider has confirmed
that the staff training is
important.The staff confirmed that
they had trainings which are good
for client work.
35
32. The social service provider selects programmes which are
based on a needs assessment at the location which is most
convenient for the person served, family and care takers
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
In a development plan the service
provider has analysed the current
situation for providing the
services. The service provider has
also organized a questionnaire to
analyse how many children may
need temporary shelter services.
Every child has own case plan.
Based on case plan is
documented action plan. The
action plan is formulated in a
team.
36
33. The social service provider offers programmes consistent with
the identified needs of its customers and objectives for the
programme.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider organizes
once a year the information day
where the indirect customers can
give feedback and talk about their
needs.
Every child has own action plan
and twice a year the service
provider evaluates in a team the
plan results.
The service provider also
organizes anonymous
questionnaires for the children.
37
34. The social service provider operates individual processes that
are driven by the needs of the person served.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
Every child has a case plan and
based a case plan is formulated
an individual act ion plan. The
individual plan is formulated in a
team.
38
35. The social service provider documents the planning of
services based on the identification of individual needs and
expectations of persons served in an Individual Plan.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
Older children always sign the The service provider could change
individual plan and/or the legal the structure of the individual
representatives sign the individual action plan. There may be a place
plan. where could be written down the
child expectations. At moment the
The individual planning procedure children `s wishes are indirectly
are written down in a qualit y understandable. It helps to
handbook. understand child needs and
involves the children to the
The individual plan is generally
service pro vision.
formulated based on Equass
criterias. Teenuse osustaja võiks muuta
individuaalse tegevusplaani vormi.
Individuaalses plaanis võiks olla
koht, kuhu kirjutatakse lapse
soovid. Hetkel on lapse soovid
kaudselt loetavad. See aitab
mõista lapse vajadusi ja kaasata
last teenuse osutamisse.
39
36. The social service provider identifies, documents, and
maintains the key service delivery processes to the persons
served in line with its vision, mission statement and quality policy.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has
documented the service delivery
processes in a quality handbook.
The service provider organizes
regularly internal evaluations.
There are also internal
evaluations summaries.
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37. The social service provider reviews this delivery process and
maintains control over the delivery of the service.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has defined a
special procedure for internal
evaluation in a quality handbook.
The methods are:
1. documentation reviews ;
2. interviews with the children,
staff;
3. anonymous questionnaires ;
4. environmental monitoring.
The service provider has also
documented internal evaluating
summaries
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38. The social service provider ensures that the person served
can access a continuum of services that span from early
intervention to support and respond to changing requirements
over time.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provision procedures The social service provider could
are written down in qualit y formulate end of the year the
handbook. activity report. It helps to
summarise the year activities and
The service provider evaluates plan the next year actions.
regularly the service provision
procedures. Teenuse osutaja võiks aasta lõpus
koostada tegevusaru ande.
Tegevusaruande abil on võimalik
koondada aasta tegevusi ning
planeerida järgmise aasta plaane.
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39. The social service provider develops a seamless continuum of
services and reduces barriers in a multi -disciplinary or multi -agency
setting.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider organizes
regularly internal evaluations .
After the evaluation the service
provider publish the summary.
Some children have al so the
rehabilitation plan which is
prepared in a team. Every child
has also the case plan and based
on that action plan.
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40. The social service provider operates services from a holistic
approach based on the needs and expectations of the person
served with the aim of improving the quality of life for the person
served.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The individual plan`s results are
analysed twice a year and also the
manager evaluates children´s
quality of life using anonymous
questionnaires.
During the individual planning the
child has an opportunity to
express expectations.
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41. The social service provider identifies the needed
competences, skills and support for staff to enhance the quality
of life for person served.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The staff skills and competences
are defined in a job descriptions.
The social service provider also
organizes internal evaluating to
understand the staff competences
and skills.
There is a special procedure for
appraisal interview defined in a
quality handbook. During the
appraisal interview the manager is
evaluating the staff competences
and skills.
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42. The social service provider identifies its business results and
provides formal periodic and independent review and procedures
to achieve the targeted results.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social service provider
prepares summary of the internal
evaluations.
The social service provider
activity results evaluates the
board of trustees.
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43. The social service provider identifies and registers the
outcomes and benefits for person served of the receive services
on individual and collective basis.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social service provider
evaluates in a team the results of
the individual planning.
The manager also evaluates
anonymous questionnaires
results. The questionnaires results
are reported.
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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 quality
of life offered to the person being served).
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider evaluates the
results and value of his work
during the information days and
other regular meetings.
The children`s lif e quality value
are evaluated using the
anonymous questionnaires.
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45. The social service provider evaluates the individual and
collective satisfaction of persons served and other stakeholders
by internal and/or external evaluation.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has
formulated the internal evaluating
procedure in a quality handbook.
The children`s satisfaction are
evaluated during the individual
planning process and there also
anonymous questionnaires.
The other stakeholders
satisfaction is e valuated durin g
meetings. The meetings are
protocolled.
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46. The social service provider provides accessible and easily
understandable records on outcome, including personal
perception and achievements
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The internal evaluating results are The social service provider could
also based on personal perception also publish the service provision
and achievements. result on the webpage. It helps to
improve the transparency and
The service provider presents the participation.
service provision results of the
meeting. Teenuse osutaja võiks avaldada
asutuse kodulehel oma tegevuse
tulemused. See soodustab avatust
ja kaasatust.
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47. The social service provider actively disseminates organisation
performance among its staff, service users and external
stakeholders.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider is
protocolling the meetings with
external stakeholders.
The meetings of the children`s
representation are also
documented.
Generally the service provision
results are also documented
(based on internal evaluating).
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48. The social service provider has a standard procedure for
continuous improvement on the basis of an improvement cycle.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification prog ram
Strengths Improvement & developments
The service provider has
documented the procedure for
continuous improvement in a
quality handbook .
The workplan is based on
developmental plan and results of
the internal evaluating. The
workplan is also regularly
evaluated .
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49 The social service provider identifies performance indicators
for measuring the results of the improvement actions.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has defined
the performance indicators in a
developmental plan.
In a workplan the service provider
has formulated the activities
goals.
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50. The service provider introduces and manages innovative ways
of working that have been identified based on the needs of
stakeholders.
Remark from the auditor:
The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has
evaluated how many children may
need the children`s shelter
service.
The service provider also
organizes extra the special
teacher service to the children.
The service results are evaluated.
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4. Agreed additional development / improvements
< The applicant decided on the following improvement actions
and/or additional development for the period of two years:>
Sho rt d es c ri ptio n of the a cti on s
( in clud ing SM ART ob je ctiv es )
1 The service provider could develop the webpage -
there may be:
1) online feedback link;
2) more information about the Vinni Family
Home (for example the service description).
2 The service provider could chang e structure of the
annual plan (for example what is the goal and
result).
3 The service provider should formulate clearly that
the staff policy is based on equality and non -
discrimination.
4 The service provider could change the structure of
the individual action plan. There may be a place
where could be written down the child expectations .
5 The social service provider could formulate end of
the year the activity report.
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5. Closing remarks
Vinni Family Home is located in Vinni parish Lääne -Virumaa country.
The Vinni Family House is providing substitute home s ervice. There are
living 40 ch ildren and 34 specialists are providing the service.
The social service provider has defined vision, missi on and values.
During the interviews I found out that vision and mission came from
practical life. The vision, mission and values are written down in a
Quality Handbook. The staff confirmed the Quality Handbook is a
practical tool in a every day life.
The service provider has defined the main service provision procedures
and internal evaluating sy stem in a Quality Handbook. The staff policy
is also documented in a Quality Handbook.
The service provider cooperates regularly with other organizations. For
example organizes information days.
The children confirmed that the educators always help them. I t is very
impressive that the service provider has helped the children to create
the children`s representation.
The service provider has documented developmental plan and based on
tat the workplan. The general activities are based on plan.
In 2013 the Vinn i Family House met all Equass criterias and was
awarded. Compared with the last audit report the service provider has
complied the following recommendations:
- The feedback results are analyzed;
- The service provider has formulated the annual plan;
- The service provider has defined the service provision procedure;
- There are created the children`s representative which helps to
involve the children to the service provision;
- The service provider has defined in a Quality Handbook how to
prevent children physi cal, mental and financial abuse.
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During the next two year period the service provider could develop the
webpage, annual planning process and formulate the activity report.
In conclusion I can say that the service provider the service provider
meets criterias of the EQUASS Assurance certification program. The
Vinni Family House has develo ped the service compared to the year
2013 and there is very good cooperation between mana ger, educators
and children.
Vinni Perekodu pakub asenduskoduteenust Vinni vallas Lääne -
Virumaal.Teenust pakutakse 40 lapsele 34 spetsialisti abil.
Teenuse osutaja on defineerinud missiooni, visio on ja väärtused
kvaliteedikäsiraamatus. Vinni Perekodu perso nal kinnitas, et
kvaliteedikäsiraamat on praktiline abi igapäevases töös.
Teenuse osutamise peamised protsessid ja personalipoliitika on
kirjeldatud kvaliteedikäsiraamatus.
Vinni Perekodu teeb regulaarselt koostööd teiste astustega.
Regulaarselt toimuvad nn infopäevad, kus antakse ülevaade eelmise
aasta koostööst ja küsitakse tagasidet ning planeeritakse järgmise
aasta parendustegevusi.
On väga muljetavaldav, et teenuse osutaja on aidanud lastel luua oma
esinduse, mis kindlasti aitab rohkem lapsi kaasata t eenuse osutamisse.
Lapsed kinnitasid, et nad saavad alati kasvatajatelt abi küsida.
Vinni Perekodul on koostatud arengukava ning arengukava põhjal aasta
tööplaan. Tegevused põhinevad arengukaval ja tööplaanil.
Aastal 2013 tunnustati Vinni Perekodu Equass k valiteedimärgiga. Auditi
rapordis esiatatud soovitustest on Vinni Perekodu täitnud järgmiseid:
- tagasiside küsimustike tulemusi on analüüsitud;
- defineeritud on teenuse osutamise protsessid;
- loodud on Vinni Perekodu laste esindus;
- kvaliteedikäsiraamatus on k irjeldatud mehhanismid, kuidas
ennetada laste vaimset, füüsilist ja majanduslikku ärakasutamist.
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Järgmise kahe aasta jooksul peaks Vinni Perekodu arendama
kodulehte, aastase planeerimise protsessi ja koostama
tegevusaruande.
Vinni Perekodu vastab Equass kriteeriumitele. Võrreldes aastaga
2013 on Vinni Perekodu oma teenust arendanud.Vinni Perekodus on
avatud õhkkond ning hea koostöö laste, kasvataja ning juhataja
vahel.
Ta l li n n, 31 .1 2 .2 0 15
Ti i na U n uk a i n en
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