EQUASS ASSURANCE APPLICATION
ADDITIONAL INFORMATION
1. Short information about the organisation in the nati ve language
SA Viljandimaa Hoolekandekeskus asutati 2007. aastal nelja omavalitsuse: Viljandi linna,
Viiratsi, Saarepeedi ja Paistu valla poolt, et osutada sotsiaalhoolekandeteenust
omavalitsuste eakatele ja puuetega inimestele. Sihtasutuse põhieesmärgiks on
hoolekandeteenuse korraldamine ja arendamine. Alates 2009. aastast alustas
Hoolekandekeskus teenuse osutamist Viiratsi alevikus, endises lastekodu hoones.
SA Viljandimaa Hoolekandekeskus on ilus ja mugav hooldekodu, mis pakub hoolt, heaolu ja
empaatiat kõigile eakatele. Teenust tarbivatele klientidele on tagatud hooldustoimingud, toitlustamine,
abivahendite pakkumine ja abivahenditega seonduv nõustamine ning turvaline keskkond. Lisaks
pakub hooldekodekodu erinevatel huvidel põhinevaid tegevusi, ning muid eaka tervist toetavaid
tegevusi ja teenuseid.
Praegu on kauni loodusega vaikses Viiratsi alevikus eakate kasutuses 68 voodikohta ja kaasaegsed
ruumid vajalikeks tegevusteks. Toad on hoolekandekeskuses ühe- ja kahekohalised, kusjuures igas
toas on TV ja internetivalmidus ning eakad saavad soovi korral kasutada arvutit. Meie klientidel on
võimalus jalutada pärnade alleel või istuda ja vestelda maja hoovis. Hoolekandekeskuses ja
Pärimusmuusika Aidas korraldatakse tegevusprogramme klientide vaba aja sisustamiseks. Suvel
toimuvad ekskursioonid Eesti kaunimatesse paikadesse ja jalutuskäigud loodusesse.
2. Short information about the organisation in Engl ish (acti vities,
clients, etc.)
Fountation Viljandi County Welfare Centre was established in the year 2007 by local
goverments: Saarepeedi, Viiratsi, Paistu municipality and the city of Viljandi to provide social
welfare services for elderly and disabled people. The main goal of the Foundation is the
organization and development of social welfare services. Since 2009 the Centre for Welfare
services situated in small town Viiratsi in orphanage building. Currently the Welfare Centre
accommodates up to 68 older adults. They can use modern facilities for necessary actions.
There are single and double rooms, each room has TV and internet connection, elderly can
also use computer. Our clients have the opportunity to spend time walking in linden alley or
just sitting and chatting on the benches in the yard.
Elderly care emphasizes the social and personal requirements of senior citizens who need some
assistance with daily activities and health care, but who desire to age with dignity. It is an
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important distinction, in that the design of housing, services, activities, employee training and
such should be truly customer-centered.
3. Name of the organisation as you w ould w ant it to appear on the
EQU ASS Assurance certificate
S A VILJ ANDIM AA HOOLEK ANDEKESKUS
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:
5. Organisation’s logo
Information to be published on EQUASS website:
Name of the organisation: S A Viljandim aa Hool ekandekeskus (registry
code 90008092)
Post address: Last ekodu 6, Viiratsi, Viljandi rural muni cipalit y, Vil jandi
countr y, ESTONI A, 70101
Director: Management board member is Marge Tammesalu, personal
identification code 47104236067
Contact person: +372 434 2355
Email: hoolekandekeskus@ viljandi.ee
Web: w ww.hoolekandekeskus.ee
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EQUASS ASSURANCE
AUDIT REPORT
Site visit: 13-14. 05 2015
f ollow- up audit: 03. 11.2015
SA Viljandimaa Hoolekandekeskus
Matti Lilleväli
© 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
S A V i lj and im a a Hoo le ka nd ek e sk us
se rv i c e p rov id er
Ad d re s s:
La st e ko du 6, Vi i rat s i, V il j and i v a ld , V ilj an d i
ma ak on d .
Po st bo x:
P er so n re sp on sib le M arge T amm e sa l u
(C EO ) :
Cont ac t p e rs on: M arge T amm e sa l u
Pho ne: 43 4 2 3 55
Fa x:
E- m a il: hool e ka nde k es ku s @v ilj an di .e e
W eb s ite: w w w .hool e kan de k es k us. e e
Na me of Au dit o r: M at t i Li ll ev ä li
Dat e s of aud it : 13- 1 4. 0 5. 2 01 5 f ol low - up aud it 0 3. 11 . 20 1 5
Cli en ts: Num ber of p ers on s er v ed : 6 8
As of ( d at e): 2 1 .0 9. 2 0 15
St aff: Num ber of Fu l l t im e s t af f : 2 7, 5
Num ber of P ar t t im e s t af f : -
Num ber of C on tr ac t e d s taf f : -
Num ber of vo l un t eers (if ap p l ic a b l e) : 1
S erv ic e s: Da i l y l if e s u p po rt f or e l der l y p e op l e
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2. Audit program
13.05.2015
8.45 – 9.00 Meeting start -up
9.00 – 12.00 Looking throw documents
12.00 – 13.00 Lunch
13.00 – 15.00 Meeting with MD
15.00 – 16.30 Meeting with personnel
14.05.2015
9.00 – 10.00 Meeting with funder
10.00 – 11.00 Meeting with clients
11.00 – 12.00 Meeting with clients relatives
12.00 – 13.00 Lunch
13.00 – 14.30 Looking throw documents
14.30 – 15.30 Meeting with MD
15.30 – 16.00 Wrapping up and feedback
03.11.2015 (Follow-up audit)
8.45 – 9.00 Meeting start -up
9.10 – 10.00 Looking throw documents
10.00 – 11.00 Meeting with personnel
11.00 – 12.00 Meeting with clients
12.00 – 13.00 Meeting with MD
13.00 – 15.00 Looking throw documents
15.00 - 15.30 Wrapping up and feedback
3
Detailed feedback on performance
1. The social ser vice provider def ines documents and implements its
vision and mission values on ser vice provision.
Rem ark f rom th e au d it or :
T he s er v ic es of t h e s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v id er has c l ear l y
doc um en te d i ts v is i on , m is s io n and
c orp or at e v al u es . T he y ar e c l e arl y
v is ib l e o n th e i nt er ne t p ag e . Dur i n g t h e
i nt er v ie ws it was v a l id a te d th a t
em pl o ye es ar e a war e of th e v is i on ,
m is s io n a nd c or p or at e v a l ues .
2. The social ser vice provider def ines, documents, and implements its
qualit y policy by determining long term qualit y goals, and its
commitment to cont inuous improvement.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e pr o v i de r h as a
doc um en te d qu a l it y po l ic y wh ic h is
v is ib l e to e v er yo n e on i nt er ne t
hom ep a g e, a nn o unc e m ent b o ar ds a n d
in qu a l it y ha n db o ok . Dur i ng the
i nt er v ie ws was va l i da te d t h at a ll
em pl o ye es ar e a war e of t he q u al i t y
po l ic y.
4
3. Persons ser ved, family m embers and ser vice user organisations are
able to give f eedback on their individual and collective experience of
programmes and ser vices.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Dur i n g t he i n ter v i e ws was v a l id a te d t h at Im pro vem e nt pr o pos a l wou l d be th a t
th e s t ak eh ol d er s have o pp or tu n it y t o s oc ia l s er v ic e pr o v i der c o u ld set-up
g i ve f e e db ac k on pr o gr am m es an d f ee db ac k s ys tem a ls o on i nt er ne t
s er v ic es a t t h e m eet i n gs . T h e f e e db ac k hom ep a g e.
rec e i v e d f r om em plo yees , f u nd ers a nd
P are n dus e tt ep a n ek on , et
pers o ns is r eg is ter ed in d if f ere nt
da t ab as es l ik e s a t is f a c ti o n s ur v e ys an d s ots i aa l te e nus e pak k uj a v õik s l uu a k a
i nt ern e ti k o du l e h e l t ag as is id e
de v e l opm en t c o n ve r s a ti o ns .
v õ im al us e .
4. T h e s oc i a l s er v ic e pr o v i d er inf o rm s al l s tak e ho l de rs a b ou t t h e of f er ed
pro gr am m es a n d s er v i c es a v ai l a bl e .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Ex t er n al s tak e ho l d er s ar e a war e of th e
pro gr am m es an d s er v ic es of f ere d.
Me e ti n g pr o toc o ls wer e pr es e n te d as
pro of . A dd i ti o na l l y it was a ls o v a li d at e d
dur i n g i nt er v i e w t h at inf or m at i o n h as
be e n pr es e n te d t o a l l in ter es te d p arts .
A ls o t his i nf or m at io n is v is i b le to
e ver yo n e on in t er n e t h om epa g e.
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5. T he s oc i a l s er v ic e pr o v i der m an ag em en t es t a bl is h es a nd d oc um ents an
an n ua l p l a nn i n g an d r e v ie w pr oc es s .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he a nn u a l p l an n i ng pr oc es s a n d t he
re v ie w pr oc es s ar e d oc um en t ed i n t he
qu a l it y h an d bo ok . Al s o as pr o of we re
pres e nt e d m an a gem en t pr o t oc o ls .
6. T he p l a n i nc lu d es :
an n ua l o u tc om es / tar ge ts
th e ac ti v i t ies t o b e u n der t ak en i n ac h ie v i n g th e a nn u a l tar g ets
m onit or i ng of th e pe rf orm anc e of t he or g an is at i o n i n m eet in g its
an n ua l t ar ge ts
tim e- s c al es a n d pr oc e dur es f or r e v i e w a n d r e v is i o n.
6
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A nn u a l p l a nn i n g pr o c es s has c yc lic In m a n y ( alm os t a l l) c as es KP I - s we re
c har ac ter ; O bj ec t i ves , K PI - s , ex p ec te d t wo d im ens io n a l ( Do ne o r no t d on e) .
res u l ts an d r e v ie w of th e obj ec t i v es Im pro vem e nt pr op os a l wo u l d be t o ha v e
wer e i n p l ac e . m ore m eas ur ab l e K P I - s s o t h at tr e nd
l in es c ou l d b e g e ne rat e d t o h e lp to
m ak e f ut ur e p la n n in g eas i er.
M itm ed (p e aa e g u k õi k ) tu lem us n ä it aj ad
on h etk e l b i n aars ed (T e h tu d v õi
te g em ata) . Et te p an ek on s u ure n da d a
i nd ik aa t or it e m õõ de ta v us t (ar v u l i ne
s uur us ) , et o l ek s v õ i m alik p l an e er im is e
j aok s j ä l g id a ar e ng ut r en d e.
7. T h e s oc i a l s er v ic e p r o v i der d em ons tr at es org a n is a t io n ’s s uc c es s i n
s at is f yi n g th e n e eds a nd ex p ec t a ti o ns of t h e s oc i et y.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
7
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i d er c o ll ec ts
f ee db ac k f r om s tak eh o l der s in the
s oc ie t y at the m ee t in gs . M e et i ng
pro t oc o ls wer e pr es e n te d as a pr o of .
8. T h e s oc i al s er v ic e pr o v i d er dem o ns tr at es or ga n is at i on ’s s oc i a l res p o ns ib i l it y
thr o ug h ac t i vi t ies c on t r i bu t in g t o th e s oc i et y.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v id er is v is ib l e i n
c om m uni t y b as e d ac t i v it i es . I t is ac t i v e
i n t he “ B a lt i So ts ia a lt ee n us t e K va l i te e di
L ii d us ” a n d d o in g lo t of c o - op er at i on
wi t h l oc a l s u p p li er s an d o th er s o c i a l
s er v ic e pr o v i der s . Me e ti n g pr ot oc ols
wer e pr es en te d as p r o of .
9. T h e s oc i a l s er v ic e pr o v i d er h as a s t af f rec r ui tm ent a nd r e te n ti o n p o l ic y
th at pr om otes t he s e lec t io n of q ua l if i e d pe rs o n ne l b as e d o n r eq u ir ed
k no wle d ge , s k i l ls a n d c om pet e nc es .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m ee t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
8
Pr oc e d ur e was in p l ac e . Dur i n g the
au d it l i nk was f o u nd b et we e n th e
s ta n dar d ( j o b des c r i p ti o n) – th e n ee ds
(ap pr a is a l i nt er v ie w) an d t h e p ers on a l
de v e l opm en t ( t r a i n in g p l a n) wh ic h
f ol l o wed t he d es c r i b e d pr oc ed ur e . T h e
nam e of th e d oc um en t is “ K v al i t ee d i
k äs ira am at” a nd it was u n d er the
proc e d ure n r . 7 “ Per s o na l i vär b am in e "
10 . T h e s oc i al s e r vi c e pr o vi d er o per a tes i n c om pl i a nc e wi th m anda t or y
na t io n a l le g is l at i on , pr o v id i ng a p pr opr i at e w ork in g c o nd i t io ns , a d e qu a te a n d
agr e e d s t af f le v el a n d s t af f rat io , a n d a p p rop ri a te r e war d in g f or s taf f an d
v o lu nt e er s .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
9
T he c om pet e nc e r eq u ir em ents f or s t af f
(i nc l u d in g v ol u nt e e r s ) has b ee n
i de nt if ie d, s pec if ie d, doc um ent e d a nd
e va l u at ed o n a n a n n ua l b as is . D uri n g
th e i nt er v i e ws was v a l i da te d t ha t s t af f is
f am ili ar wit h t he r eq u ir em ents f or
c om pet e nc e . T h e n am e of th e d oc um en t
is “ K va l i te e d i k äs ir aa m at” an d it was
un d er pr oc e d ur e: 2 .4 “ S A V ilj a nd i maa
Ho o le k a nd e ke s k u se s tr u kt u u r ”. R e ward i n g
s ys te m wa s d es cr ib ed in t he i n s tr uc tio n
“Pr e em iat e vä lj am ak sm is e k or d ”
11. The social ser vice trains all staff based on a plan f or leaning and
development and evaluates the eff ectiveness of the training.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
10
Pr oc e d ur e was in p lac e. The s taf f A l l e d uc a t io n is doc um ent e d , b ut on
qu a l if ic at i on an d s t af f dev e l opm en t is d if f ere nt doc um en ts an d oc c as i o na l l y
doc um en te d . The m et h od f or t his is m eeti n g pro t oc o ls . Im pro v em ent
de v e l opm en t c o n v er s a t io n . All pro p os al wo u l d be to ha v e work er
ed uc at i on is r e g is t er e d an d s i gn at ur es s pec if ic e duc a ti o n an d q u a l if ic at i on
are c o ll ec te d as p r o of . A ls o f or e ve r y doc um en ts u n der o n e d oc um ent .( e ve n
ed uc at i on f e e d bac k is as k ed in ho p e t o th e e duc a t io ns wha t wer e res is te d i n to
im pro v e ef f ec t i v e nes s e ve n m or e. For m eeti n g pr ot oc o ls .) I n th is wa y i t wo u l d
th is is us e d “ K o ol it us te t ag as is i de be m ore vis i b le in c a s e of ne e d to s e e
k üs im us tik ” All da t a is c ol l ec t an d s pec if ic work er e d u c at i ons an d p l an
an a l ys ed . As pr o of was pr es e nt ed ” pos s i b le n e w ed uc at i ons . I n t h is wa y
20 1 4 K o ol i tus e a n al ü ü s ” a ls o les s p a pe r work is g e ner at e d.
K og u k o o li t us t eg e v us on
dok um en te er it u d, k u i d s e d a o n t eh tu d
er in e v at es d ok um ent i d es j a va h et e v ah e l
k oos o l ek u pr otk o l l id e s . . Et t ep a nek on
tek i ta d a t ö öt aj ak es k s ed k oo l it us - ja
k va lif ik ats io o n id ok um end i d. N ii o l ek s
l ih ts am vaj a d us e l nä ha k i nd l a t ö öt aj a
k ool i tus v aj a d us t n i ng p l an e er id a
ed as is ei d k oo l it us i. S ee v äh e nd a b k a
k aas n e va pa b er im aj an dus e h u lk a.
12 . T he s oc ia l s er vic e pr o v i de r a pp l i es re q u ir em ents f or c om pet e n c e i n t h e
i de nt if ie d r o l es a nd f u nc t i ons of s t af f a nd e v a lu at es t hem o n a n nu a l b as is .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
11
T he s oc ia l s e r vic e p r o v id er e v a l ua tes
th e work i ng c on d it i o ns of s t af f . T he
s oc ia l s er v ic e pr o vi d er h as po l ic y f or
s ho wi n g r ec og n it i o n to s t af f an d to
v o lu nt e ers . T h e s oc ia l s er v ic e pr o v id er
e va l u at es t he c om pe t enc e of t he
pers o n ne l an n ua l l y. As pr o of was
pres e nt e d ” 20 1 4 R a p o r t a r e n gu v es t l us te
k ok k uvõ te te al us e l”
13 . T he s oc i a l s er v ic e pr o v id er r ec o g n is e s th e s taf f as a r es ourc e f or
f ee db ac k on or ga n is at i on a l perf orm anc e , s er v ic e d e ve l o pm ent an d s taf f
de v e l opm en t
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
12
T he s oc ia l s e r vic e pr o v i der has a po l ic y,
doc um en ts a n d pr oc e dur es in p l ac e to
c o ll ec t f ee db ac k f r om s taf f . O n e p art of
th is d oc um ent is de v e lo pm en t
c on v ers at i o ns wher e f eed b ac k an d
i de as ar e as k ed f r o m s taf f . As pro of
was pr es en te d ” 2 01 4 R ap or t
are n g u ves t lus te k ok k uvõ t et e a l us e l”
T here wa s c l ear l y v is i bl e
pro b l em /s ug g es t i on a nd ac ti o n if
ap p l ic a b l e.
14. The social ser vice provider has mechanisms in place to enhance
satisf action and mot ivat ion of staff
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
13
T he s oc ia l s er v ic e pr o v i d er c o ll ec ts
s ys tem at ic al l y f ee d ba c k f r om per s o n ne l
an d if pos s i b le , i m plem en ts th es e.
Me t ho ds f or c ol l ec ti o n s of t h e f e e db ac k
are de v e l opm en t c o n v er s a t io n a n d te am
m eeti n gs . . As pr oo f was pr es e nt ed
”20 1 4 R ap or t ar e n gu v es t l us t e
k ok k uvõ te te a l us e l” wh er e was v is i b l e
th at dur i n g the d e ve l o pm ent
c on v ers at i o n p er s o nn e l gi v e d 70
im pro v em ent pr op os a l s or pr o b lem s to
be s ol v e d b y m a na g e m ent.
15 . T h e s oc i a l s e r vi c e p ro v i de r as s ur es th e r i gh ts of p ers o ns s e r ve d
ou t l in e d in a Ch ar ter of R ig h ts wh ic h is bas e d on t he E U C har t er of
Fu nd am en ta l Ri g hts , t he E ur op e an C on v e nt i on f o r t he Pr ot ec t io n of Hum an
Ri g hts a n d Fu n dam e nt a l Fre e dom s of the Cou nc i l of E uro p e an d o th er
i nt er n a ti o n al h um an r i gh ts c on v e nt i ons , es p ec ia l l y t h os e e l ab or at ed u nd er
th e U ni t ed N at i o ns .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
14
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
im pl em ent e d c har te r of r i g hts f or th e
pers o ns s er v e d . T h e c h ar t er of r i gh ts
c onf orm to th e i nt er n a ti o n al hum an
ri gh ts c on v e nt i ons . Dur i n g the
i nt er v ie w s wit h t he p er s o n n el was a ls o
v a li d at e d th at al l p er s on n e l is f am il ia r
wi t h t h e c h ar ter of r i gh ts . A ls o d uri n g
th e f irs t ed uc at i on t he s oc i al s er v ic e
pro v i d er inf or m s al l s t af f an d v o lu nt e ers
of th e r ig hts a nd du t i es of t he pe rs o ns
s er ve d . S i gn at ur e is c o ll ec te d as pr o of .
16 . T h e s oc i a l s er v ic e pr o v i d er inf orm s th e pers o n s er ve d a bo ut h is / h er
ri gh ts a nd d ut i es es pe c i al l y t o eq u a l tre atm e nt o n gr ou n ds of a g e, d is a b i li t y,
ge n de r , r ac e , r e l ig i o n or be l i ef an d s ex u al or ie nt a ti o n b ef or e rec e i vi n g t he
s er v ic es .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
15
Dur i n g t he i n ter v i e w was v a l id a te d t h at
th e s oc i al s er v ic e pr o v i d er i nf orm s
pers o ns s er v e d or r ep r es e nt at i v e of
pers o n a b ou t t h ei r r i gh ts a n d d ut i es .
S ig n at ur es ar e c o l lec t ed as pr o of .
17 . T he s oc i a l s er v i c e pr o v id er h as ac c es s ib l e c om pl a i nt m ana g em ent
s ys tem wh ic h r e gis t e r s f ee d bac k o n perf orm anc e f rom pers o n s s er v ed ,
purc h as er s an d o th er r e le v a nt s t ak eh o ld ers .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif i c a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s e r vic e pr o v i der h as in p l ac e S o f ar e ver y c om pl a in t was a p pro ac h ed
c om pl a in t m an ag em ent s ys t em wh ic h i nd i v i du a l l y and no da ta b as e was
as s ur es a p pr o pr i at e a nd obj ec t i v e pres e nt e d wh er e we c o ul d see the
i n ves t ig at i o n. Pr oc ed u r e was d es c r ib e d c o ll ec te d d at a a nd an a l ys e.
in th e q u a l it y h a nd bo ok un de r “ 9 .9
A v al d us t e, k a eb us te ja e tt ep a n ek ute Im pro vem e nt pr o pos a l wou l d b e t o s um
up t h e d a ta s o t ha t q u an t it at i v e d at a w i l l
m enet l em is e k or d”
be r ec ei v e d. It m ak es m uc h eas i er t o
p la n b i gg er ac t io ns wi t h b ig g er im pac t.
S i ia n i o n k õik i de k ae bus t eg a t eg e l et ud
ük s ik j uht um i b aas i l n in g s e e ga po l e
tek i ta tu d a n dm eb aa s i k uh u i nf ot
k ogu da , et s ed a s a ak s h i lj em
an a l üüs i da . Et te p an ek on an dm ed k ok k u
k ogu da , et o lek s v õ im al ik pl an e er id a
s uur em ai d t e ge v us i, m i l le l ol ek s s uur em
m õj us us .
16
18 . T h e s oc i a l s er v ic e pr o vi d er res p ec ts t he f u nd am en ta l r ig h t t o s e lf -
de t er m in at i on of t h e per s o n s er ve d . T he y f ree l y de te rm ine t he ir po l i t ic a l
s ta tus an d f r ee l y p ur s ue t h e ir ec on om ic , s oc i al an d c u lt ur a l d e ve l o pm ent .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v i der r es p ec ts th e
f un dam en t al r i gh t t o s e lf - de t er m in at i on
of th e pe rs o n s er v e d a nd r e v ie ws d ur in g
da i l y c l i e nt m e et i ngs t ha t ar e th er e a n y
upr a is ed n ee ds . A ls o d ur i ng ye a r l y
c l ie n t s ur v e y th e s oc i a l s er v ic e pr o vi d er
is as k in g c l i en ts a bo u t t h e ir r a is e d
ne e ds or f ee d bac k .
19 . T he s oc i a l s er v ic e pr o v i der f ac i l i ta t es th e pers o n s er v e d in c ho os i ng
an d h a v in g ac c e s s t o ad v oc at es a nd / or s u pp ort i ng pers o ns .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
17
T he s oc i a l s er ve d pr o v i d er inf orm s A dd i ti o n al im pro v em ent pr o pos a l wo u l d
rep res e nt at i v e of per s ons s er v ed h o w to be to g en er at e ru l es /i ns tr uc t i o ns h o w to
ac c es s a d voc at es a nd / or s u p por t in g ha n d le c as es wh en c l ie n t c om es in t o
pers o ns . O ne s a m ple c as e was s er v ic e as c om pet e n t b ut d ur in g th e
pres e nt e d as pr o of . “ Pr ot oc o l nr 11 , tim e h e/s h e be c om es i nc a p a bl e of
18 . 03 .2 0 15 ” a nd “ Pr ot oc ol nr 13, dec is i on m ak in gs ( ag e or i l ln es s ) . Ho w,
23 . 03 .2 0 15 ” wh e n a n d ac c or di n g to wh at c r i ter i a
th er e is n ee d to a pp o i nt l e ga l
rep res e nt at i v e.
L is a pa re n dus et t e p an ek pro ts es s i
par e n dam is ek o lek s s oo v i tus , e t k ui das
k äs it l ed a o l uk ord a , k ui k li en t t u l eb
te e nus e le t e o võ im e lis en a , ag a t ee n us e
k äig us ( v a nus võ i h a ig us ) m u ut ub
te o v õim et uk s . M i l l i ne o l ek s s iis
pro ts ed u ur ja h i n d am is m eet od i d, et
m äärat a t a ll e s e a dus l i k e s i nd aj a.
20 . T h e s oc ia l s er v ic e pr o v i d er def in es a n d doc um en ts its p o l ic y o n et h ic s
th at r es p ec ts a nd as s ur es th e d i gn i t y of th e p ers o ns s er v e d, pro tec ts th em
f rom un du e r is k an d pr om otes s oc i a l j us t ic e
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
18
T he s oc i al s er v ic e pr o v i der has a p o l ic y
on e th ic s r ef l ec t i n g th e d i g n it y of
pers o ns s er ve d a nd pr ot ec t i n g t h em
f rom undu e r is k . T he s oc ia l s er v ic e
pro v i d er tr a ins a ll s ta f f and vo l un t eers
on th e e t hic s p ol ic y an d t h e pr i nc ip l es
an d v a lu es t h at g o v er n b e ha v i our i n
s er v ic e d e l i ver y. Pr oc e d ure
“E et ik ak oo dek s ” was pr es en t ed as
work i n g wa y. S i gn at u r e is c o l l ec t ed as
pro of .
21 . T he s oc ia l s e r vic e pr o v id er op er at es m ec han is m s wh ic h pr e ve n t th e
ph ys ic a l, m ent a l a nd f i na nc i al ab us e of u s ers .
Rem ark f rom th e au d it or :
The services of the so cial serv ice providers meet this criteria of the EQUASS
Assurance certificatio n progra m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
19
The social service provider has a
documented policy and procedures to
prevent physical, mental and financial
abuse of person served. Procedure
“Eetikakoodeks” and “ Eetika
põhimõtete jälgimine” were presented
as working methods. Also instruction
about how to handle client money
“Klientide sularaha kasutamise kor d”
was in use.
22 . T he s oc i a l s er v i c e pr o v id er pr o v i des s erv ic es i n a s af e s ys tem of
work i n g wit h in a s af e e n v iro nm en t t o e n s ure th e ph ys ic a l s e c ur it y of
pers o ns s er v ed , t he ir f am il i es a nd c ar e tak ers .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
doc um en te d h e al t h an d s af e t y p l an .
T his is p ar t of t h e r is k m anag em en t.
Ris k as s es s m en ts ar e do n e a nn u al l y.
23 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
a s e t of pr inc i p les , v a l ues a nd pr oc e d ur es t ha t go v er n b e ha v i o ur i n s er v ic e
de l i v er y c o nt a in i n g as p ec ts of c o nf i d en ti a l it y, ac c u rac y, pr i v ac y an d
i nt egr i t y.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
20
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v id er h as def in e d
s et of pr i nc ip l es , v a l u es a n d pr oc e dur es
.Pr oc e dur es “ E e t ik ak oo d ek s ” , “ Ee t ik a
põ h im õt et e j är g im in e” a nd
“ Is ik u an dm et e k a its e r ak en dam i ne ” wer e
pres e nt e d as wor k in g wa y. S ig n at ur e is
c o ll ec te d as p r o of . D u r i ng t h e i nt er v i e w
wi t h s t af f was v a l i da t ed t ha t s t af f
(i nc l u d in g v ol u nt e er s ) ar e a war e a b ou t
th e s e t of pr i nc i pl es .
24 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
proc e d ur es f or as s ur i n g c o nf i d en t ia l it y of d at a re g ard i n g t he pe rs o ns s er v e d
an d t he s er v ic e pr o v i d ed t o t hem .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
21
T he s oc ia l s er v ic e pr o v id er h as def in e d Dur i n g the i nt er v i e w wi th ge n era l
po l ic y an d pr oc e dur e ab o ut th e ha n dl i n g m anag er c am e ou t th at t h ere ar e s om e
of c o nf i de nt i a l it y da t a. Pr oc e d ur e doc um en ts wha t b y s u gg es ti o n of d oc t or
“ Is ik u an dm et e k ai ts e r ak en d am ine ” was s ho u l d no t b e s h o wn t o c l i en ts .
pres e nt e d as wor k in g wa y. D ur i ng t h e
Im pro vem e nt s ug g es t i on wo u l d b e to
i nt er v ie w was va l i da t e d t ha t t he s er v i ng
pers o n ne l , p er s ons s er ve d an d the up d at e d oc um ent a ti o n s ys t em wi th th e
l is t of d oc um ents wh at c a n be s h o wn
rep res e nt at i v e of t he per s o n ar e a war e
an d wh at ar e f or i n te rna l us e on l y. In
of t h e proc e d ur e .
th is wa y s ys t em is tr a ns p ar e nt a nd e as y
to t eac h an d f ol l o w. A l s o wo u ld b e go o d
to c o l lec t s i gn a tur es on t h is doc um ent
b y p ers o n s er ve d or rep res e nt at i v es o f
th e c l i e nts an d if a pp l ic ab l e a ls o b y
c l ie n t r e la t i ves .
V es t l us e k ä i gus te g e vj uh i ga s e l gus , e t
es in e b d ok um ent e m i da ars t i ar v a tes e i
o le s o o v it a v k li e nd i l e nä i d at a.
P are n dus e tt ep a n ek o lek s par e nd a da
dok um en t id e n im is tu t n im ek irj ag a, et
m ill is e id d ok um e nt e v õi b k l ie n d il e
nä i d at a j a m i l lis e d o n a i nu l t s is em is ek s
k as ut us ek s . S e l l is e l v i is il o n s üs te em
l äb i pa is te v ja l i ht n e õp et a da . Sam ut i
o lek s s o o v it a v võ tt a s e ll e l e dok um en d i le
k lie n d i v õ i k l ie n d i es i nd aj a a llk ir i j a k ui
v aj a l ik k a k li e nd i lä h e das e a l lk ir i.
22
25 . T h e s oc ia l s er v i c e pr o v i d er def in es th e r o les a n d r es po ns ib i l it i es ,
au t hor i ti es a nd t he i nt er r e la t io n of a l l p ers o n n el wh o m a na g e, d es ig n,
de l i v er , s up p or t a n d e v a lu at e t he s er v ic e pr o v is i o n to pers o n s er v ed .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v id er h as def in e d
th e ro l es a nd r e s po ns i bi l i ti es of
m anag em en t a nd f unc t io ns d ir ec t l y
i n vo l v ed wi th s er v ic e s de l i ver y t o t he
pers o ns s er v ed . T h is i nf o is a ls o on t h e
i nt ern e t p a ge a n d vis i bl e to e v er yo n e.
A ls o i t is c le ar l y s ta t ed i n th e “ Q u a li t y
m anua l” a nd “ T e e nus e os u tam is e
pro ts es s ”
23
26 . T h e s oc i a l s er v ic e pr o vi d er work s i n p art ners h i p wi th o th er or g an is at i o ns
i n th e pr o v is io n of s er v ic es .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
th e s oc i a l s er v ic e pr o v i der pa r t ners h i ps
wi t h f un d in g a g e nc i es a nd s oc ia l
par t ners . T he s oc i a l s er v ic e pr o v id er
e va l u at es t he ad d e d v a l ue of its
par t ners h i ps on r eg u lar b as is . T h is
e va l u at i on was a ls o v is ib l e in th e
an n ua l m an ag em en t r e v ie w.
27 . T h e s oc i a l s er vic e p r o v i de r work s i n p art n ers h i p wi t h p ers o ns s e r ve d,
purc h as er s an d o th er s tak e ho l de rs i n th e d e v e lo pm en t of s er v ic es .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r vic e pr o v i d er i n v ol v es
re le v a nt ex t er na l s tak e ho l de r s and
pers o ns s er ve d i n as s es s m ent of n e eds
an d de v e l opm en t of pr o gr am m es . O n e
s am pl e is p la n to r eb u i ld ne ar b y
bu i l d in g s o th a t c l i en ts wh o ne e d j us t
oc c as i o na l l y h e lp wi l l be s up p or t e d.
24
28 . The s oc i a l s er v ic e p ro v i de r inc l ud e s p ers o ns s er v ed as ac t i v e
par t ic ip a nts in p la n n in g a nd h a ve s et u p ap pra is a l m ade up of on - go i n g of
an o n- go i ng s tr uc t ur e d d i a lo g u e pr oc es s in th e m an ag em en t of t h e s er v ic e ,
i nc l u d in g th e d ef i ni t io n of th e n ee ds , t h e d ef i n it i on of t h e s er vic es , as we l l
as of t h e e v al u at i on of q u al i t y.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
proc e d ures i n p l ac e to s u p por t ac t i v e
i n vo l v em ent of c l i en ts . Pr oc e d ur es we re
wri tt e n i n th e q u a li t y h an d bo ok .
25
29 . T he s oc i al s er v ic e pr o v id er i ns t it u tes an a nn u a l e v a l ua t io n of
par t ic ip a ti o n of per s o n s s er v e d bo t h o n i nd i v i du a l a nd / or gr ou p b as i s .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e p r o v id er f ac i l it at es So f ar only e v a l ua t i on is do n e. No
th e p ar tic i p at i on of th e p er s ons s er v ed da t ab as e was pr es e n t ed wh er e we c o u ld
bas e d o n th e ir as s e s s ed n ee ds . T he s ee t h e c o l lec te d d at a a n d an a l ys e.
s oc ia l s er v ic e pr o v i der e v al u at es
Im pro vem e nt pr o pos a l wou l d b e t o s um
ac t i v it i es a n d p o lic y f or p ar t ic i pa t i on of
up t h e d a ta s o t ha t q u an t it at i v e d at a wi l l
pers o ns s er v ed or r epr es e nt at i v es of
pers o ns s er v ed on a n an n ua l b as is . be r ec ei v e d. It m ak es m uc h eas i er t o
p la n b i gg er ac t io ns wi t h b ig g er im pac t.
M itm ed t u lem us n ä it aj a d on he tk el
b in a ars e d (T e ht u d v õi t eg em at a).
Et t ep a nek on s uur e n da d a i n dik a at or it e
m õõde t a vus t (ar v u l in e s uur us ) , e t o l e k s
v õ im al ik pl an e er im is e j a ok s j älg i d a
are n g utr en d e.
26
30 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s pec if ic i ns tr um ents f o r us ers t o
im pr o v e t he ir pe r s o n a l em po werm e nt a n d pers o na l s it u at i on a nd . t ha t of
th e ir c om m un it y
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r v ic e pr o v id er
s ys tem at ic al l y f ac il i ta t es the
em po werm en t of t h e p er s o ns s er v e d.
G o od s am pl es of t he em po wer m en t of
th e c l i en t is t ha t on e c l ie n t wh o is a b le
to d o m or e r ec ei v es s om e m one y f o r
s up p ort i n g ot h er c l i en t s .
31 . T he s oc i a l s e r v ic e pr o v id er o p er a tes s pec if ic m ec h a n is m s f or
es t a bl is h in g a n em po w er in g e n v iro nm en t.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
27
T he s oc ia l s er v ic e pr o v i der has
i de nt if ie d m eas ur es f or c r ea t in g an
em po wer i ng e n v ir on m ent. For t h is
s oc ia l s er v ic e pr o v id e r tr a ins al l s t af f to
f ac i l it at e t he em po we r m ent of p ers ons
s er ve d . Ed uc at i on p l an was pr es e nt e d
as a pro of . A ls o du r i ng t h e in t er vi e w it
was v er if i e d t h at s taf f is s a t is f i ed wi t h
th e e duc a ti o n s o f ar .
32 . T he s oc i al s er v ic e pr o v i der s e lec ts pr ogr am m es wh ic h are bas e d o n a
ne e ds as s es s m ent at th e l oc at i on wh ic h i s m os t c o n ve n i en t f o r th e p ers on
s er ve d , f am i l y a nd c a r e tak er s
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
i de nt if ie d the ne e ds of c ur r en t an d
po t en t ia l per s o ns s er ve d. They
c ons t an t l y tr y to im pr o v i ng t he
i nf ras tr uc tur e to s u pp or t e ve n m ore
c l ie n ts as ne e d f or t h e s er v ic e is h i g h.
For ex am pl e f r om th e i r i n it i at i v e th er e is
un d er d e ve l o pm ent pl a n to r eb u i ld
ne ar b y h ous es t o im pr o v e t he s er vic e
an d em po wer m e nt of th e c l i e nts wh o
ne e d o nl y p ar t t im e s u pp or t.
28
33 . T he s oc i a l s er v i c e pr o v id er of f ers p rog ram m es c ons is te n t wit h t h e
i de nt if ie d n ee ds of i ts c us t om ers an d o bj ec t i v es f or t h e pr ogr am m e.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A l l pr og ram s ar e bas e d o n t he ne e ds of T he rat i n g of th e s uc c es s of th e pr oj ec ts
th e c l i e nt . A ls o d ur i n g t he i nt er v ie w it wer e only d on e by ev a lu a ti o n. T he
was va l i da te d t ha t th e s t ak eh ol d ers ar e im pro v em ent pro p os a l wou l d b e t ha t t he
s at is f i e d wi th t he r es u lt a nd s e e c le ar l y s oc ia l s er v ic e pro v i der s h o u ld have
th e be n ef i t of t h is s e r v ic e. O n e of th e m ore m eas ura b l e d at a t o e v al u at e t h e
s tak e ho l de r s e ve n m ad e a j ok e t h at if s uc c es s ra tes of ex is t i ng pr o gram m es in
s he wi l l g et o l d th e n s he wi l l d ef i n it e l y reac h i ng t he ir o bj ec ti v es a n d in m e et i ng
be c l ie nt of t h is s oc ia l s er v ic e pr o v id er . th e n e e ds of t he p ers ons s er v ed . W hen
e ve n in s om e ar eas m eas ura b l e
qu a nt i ta t i ve d at a is pr es e nt t h en it
m ak es m uc h e as i er to p la n bi g ge r
ac t i ons wi th bi g ge r im pac t.
P alj u de l j uh tu d e l o l i p roj ek t id e ed uk us e
m ääram is ek s h in n a ng Et t ep a nek o n, e t
s ots i aa l te e nus t e p ak k uj a pe ak s le i dm a
m õõde t a va d p aram e etr i d, et h in n at a
ek s is t eer i v a te p ro gr am m ide ed uk us t .
K ui pr ogr am m ide j u ures on o lem as
m õõde t a va d k v a nt i ta ti i vs e d an dm ed ,
s i is on l ih ts am pl an e er id a ed as is i
te g e vus i , m i ll e l o l ek s s uur em m õj us us .
29
34 . T he s oc i a l s er v ic e pr o v i der o per at es in d i v i du a l pr oc es s es t h at are dr i ve n
b y th e n e eds of t he p e r s on s er ve d .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r vic e pr o v i der de l i v er
s er v ic es b as e d o n t he n e eds of t he
pers o ns s er v ed . T h e In d i v id u al P la n is
re v is e d bas e d o n th e f ee db ac k of th e
pers o n s er v e d or by pers o n
rep res e nt at i v e. A ls o d ur i n g the
i nt er v ie ws wa s v a li d a te d t ha t a l l p la ns
ha v e a n i n di v i d ua l a p p r oac h .
35 . T h e s oc i al s e r vic e pr o v id er d oc um ents t he p l a nn i n g of s er v ic e s b as e d o n
th e id e nt if ic a ti o n of in d i vi d ua l n ee ds an d ex pec t at i ons of p ers ons s er ve d i n
an I n d i vi d ua l P la n.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
30
T he s oc i a l s er v ic e pr o v id er r ec or d s t he As c l i en ts ar e e l der l y p e op l e wh o
m ight ha v e m em or y p r ob l em s th e n
i de nt if ie d ne e ds a n d e x pec t a t i ons of t he
im pro v em ent pro p os a l wo u ld be t o a dd
pers o n s er ve d i n t h e In d i v id u a l P l a n. a ls o d ir ec t qu a l it y of l i f e q u es t i on n a ires
T he i n d i vi d u al p l an s c on ta i n t ar g ets , f or d ir ec t f ac e t o f ac e d is c us s i on s .
S om e ex c e l le nt ex am p l es wer e pr es en t
an d ex p ec t e d r es u lts . D ur in g the
i n c l ie n t s ur v e y.
i nt er v ie ws was v al i da t ed t ha t e ac h
In d i v id u al P la n is s i g ne d b y t h e p ers o n K un a k l i e nd i d o n v an u ri d, k el l e l v õ ib
o ll a m äl upr o b le em id , s i is
s er ve d or h is /h er r e pr es e n t a ti v es .
par e n dus et t ep a nek u na v õ ik s l is a da
A nn u a ll y m e et i n g is h e ld whe r e ar e e lu g a r a hu l o luk üs im us tik u t ä itm is e j a
pres e nt c l ie n t, s er vic e pr o v id er an d/ or aru t am is e k u i t oim u b p ers o n a als e p l aa n i
ü le v a at us . M õ n ed s u ur ep är as ed n ä it e d
c l ie n t re pr es e nt at i v e. T her e they
o li d o l em as k li e nd i t a g as is i d e
e va l u at e t he s uc c es s e s s o f ar a n d p l an k üs im us tik us .
nex t ye a r ac t i v i t ies a n d tar g ets .
36 . T he s oc i al s er v ic e pr o v i d er i d e nt if i es , d oc um en ts , a nd m a in t ai ns t he k e y
s er v ic e d e l i ver y pr oc es s es t o th e p ers o ns s er v ed in l i n e wi th its vis i o n,
m is s io n s ta t em ent a n d q u al i t y p ol ic y.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif i c a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
31
T he s oc ia l s er v ic e pr o v i der has A l l n ec es s a r y d oc um ents we re d et ec t e d
i de nt if ie d a n d d oc um e nt t h e k e y s er v ic e bu t i t was h ard t o f i nd t h em wi t ho ut
de l i v er y pr oc es s es . A l l p r oc e dur es ar e l oc a l s u p por t.
wri tt e n i n th e “ K va l i te e d ik äs ir a am at”
Im pro vem e nt pr op os a l wo ul d be to
im pl em ent re g is ter c o des to a ll
doc um en ts (i . e. Pro c ed ur e P1 .. P 2. .;
f orm ulas V1 , V 2 .. , i n s truc t io ns I 1, I2 .. .)
an d m ak e a d oc um en ta t i o n r eg is ter . I t
wi l l c lar if y t he s ys tem f or ot hers a nd it
wi l l f ac i li t at e to f i nd c orr es p o nd e nt
doc um en ts i n a n eas i e r wa y.
K õik v aj a l ik ud dok um en d i d o l id ol em as ,
k uid n ei d oli i lm a m ees k onn a t o et a
ras k e l ei d a. I d ee k s olek s lu ua
dok um en d ire g is ter , m is m äär a b i ga l e
dok um en d i le om a reg is tr ik oo d i ( nt
Pr ots e du ur i d P 1. .. P 1. . ; v orm id V 1.. . V 2,
j uh e nd i d J 1. ..J 2 .. .). S ee t e ek s s üs t e em i
te is te l e s e lg em ak s j a v õ im al dak s s e ot u d
dok um en te l ih ts am i n i l e id a.
37 . T h e s oc i a l s er v ic e pr o v id er r e vi e ws th is d e l i ver y p roc es s a n d m ain t ai ns
c on tr ol o ver t h e d el i v e r y of th e s er v ic e.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
32
T he s oc i a l s er v ic e pr o v i der m o ni t ors t h e T he a ud i t was p la n n ed i n th e ac t io n
perf orm anc e of t he k e y s er v ic e d el i v er y p la n b ut j us t as o ne c om m ent t ha t i t is
proc es s es on r eg u l a r b as is . I nt er na l un d er p l an f or ye a r 2 0 15 .
au d it proc e dur e was p r es e n t.
Im pro vem e nt pr o p os a l wo u l d be t o ha v e
proc es s ( proc e dur e) lis t a nd pe rf orm
au d it ac c or d in g to t his p la n . I n t h is wa y
it is gr an te d t ha t n o proc e d ure wi l l b e
f org ot te n.
A ud i t o l i p l an e er it u d t eg e v us p l a an is ag a
s ed a a i nu l t üh e re a na , et a u d it on
p la a nis 20 1 5 a as t a l.
P are n dus e tt ep a n ek ol ek s , et
s ots i aa l te e nus e pak k uj a v õ ik s lu ua
n im ek irj a k õik i des t p rots e du ur i des t ja
te os t a da a u di t it s e l l e j ärg i . S el l is e l v i is i l
on gar a nt e er it u d, e t ü k sk i prots e d uur e i
un u ne au d it e er im as t.
38 . T he s oc i a l s er v ic e pr o v id er e ns ur es th at the pers o n s er v ed c a n ac c es s a
c on t in u um of s er v ic e s th at s p a n f rom ea rl y i n ter v e nt i o n to s u pp or t a nd
res p o n d t o c h a ng i n g r eq u ir em ents o v er t im e .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
33
T he s oc ia l s e r vic e p r o v id er e v a l ua tes
proc es s es of s er v ic e d el i v er y
per i o d ic a l l y t o e ns ur e th at a c o nt i nu um
of s er v ic es is a v a i la b l e a nd ac c es s i b l e
to m eet t h e ne e ds a nd in t er es t of t h e
pers o ns s er v e d. As pr oof was pr es en t ed
p la n to r eb u i ld n e ar b y h ous es to
im pro v e th e s er v ic e an d em po we rm ent
of th e c l i en ts who ne ed on l y par t t im e
s up p ort . T his s u pp or ts d ir ec t l y t he
c on t in u um of s er v ic es .
39 . T he s oc ia l s er v ic e pr o v i d er d e ve l o ps a s eam l es s c o nt i n uum of s er v ic es a nd
red uc es b ar r ier s i n a m ult i - d is c i p li n ar y or m u lt i - ag e nc y s et t in g .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
34
E v al u at i o n on c o nt i nu i n g s er v ic e
de l i v er y is c ar r i ed o ut o n a n an n ua l
bas is . T he s oc i a l s er v ic e pr o v i d er
op er at es s er v ic es c h ar ac t er is e d b y a
m ult id is c i p li n ar y a p pr o ac h to th e
pers o ns s er v ed .
40 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s er v ic es f rom a h o l is t i c a p pro ac h
bas e d o n t he ne e ds a nd ex p ec ta t io ns of t h e p ers o n s er ve d wit h th e a im of
im pro v i ng t h e qu a l it y of lif e f or t h e pe rs o n s er ve d .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v i der e ns ur es t ha t
qu a l it y of lif e is s p ec i f ic to a n d d ef i ne d
b y eac h pe r s o n a nd f am il y r ec e i v i n g
s er v ic es .
41 . T h e s oc i al s er v ic e pr o vi d er i d en t if i es t he ne e de d c om pe te nc es , s k il ls
an d s u p por t f or s taf f t o e nh a nc e t h e qu a l it y of lif e f or p ers o n s er v ed .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
35
T he s oc i al s er v ic e pr o v i d er s p ec if i es
an d e v al u at es th e c om pet e nc ies a nd
s k il ls f or s taf f to en h a nc e qu a l it y of l if e
of pers o ns s er ve d . As pr o of wer e
pres e nt l o gs of de v el o pm ent
c on v ers at i o ns . A ls o l i nk be t wee n
de v e l opm en t c on v er s a t io n a nd
ed uc at i on pl a n wa s v is i bl e .
42 . T h e s oc i a l s er vic e pr o vi d er i de nt if ies i ts bus i n es s r es u l ts a n d pr o vi d es
f orm al p er io d ic a n d i nd e pe n de n t re v i e w a nd pr oc e d ures to ac h ie v e t h e
tar g et ed r es u l ts .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he o rg a nis a ti o n s ho w s c om pl i anc e wi t h Im pro vem e nt pr o po s a l wo ul d b e t h at t h e
na t io n a l l eg is l at i on . T he y m eas ure an d s oc ia l s er v ic e pro v i d e r s h ou l d e v a lu at e
rep or t t he ir p er f o r m anc e a g a ins t th e s uc c es s ra tes of t he p l an n ed
bus i n es s obj ec t i v es a nn u a ll y. T h ir d par t obj ec t i v es in r e ac h i ng t h ei r t ar g ets .
au d it is p er f or m ed by c on tr ac t ed Q u an t it at i v e d at a m ak es m uc h e as i er to
au d it or . p la n b i gg er ac t io ns wi t h b ig g er im pac t.
M itm ed t u lem us n ä it aj a d on he tk el
b in a ars e d (T e ht u d v õi t eg em at a).
Et t ep a nek on s uur e n da d a i n dik a at or it e
m õõde t a vus t (ar v u l in e s uur us ) , e t o l ek s
v õ im al ik pl an e er im is e j a ok s j älg i d a
are n g utr en d e.
36
43 . T h e s oc i al s er v ic e pr o vi d er i d en t if i es an d re g is t ers t he ou t c om es a n d
be n ef i ts f or p er s o n s er ve d of th e rec e i v e s er v ic es on in d i v i du a l a nd
c o ll ec ti v e b as is .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e p r o v id er c om par es
th e o utc om es of t he I n d i vi d ua l P la n wi t h
th e ac h ie v e d ou tc om e of t h e pr o v i d ed
s er v ic es . T he y e v a l u at e t he ac h i e v ed
res u l ts of the o bj ec t i v es of e ac h
In d i v id u al P la n. As pr oof wer e
pres e nt e d ins tr uc t i ons a nd d ir ec t i v e nr.
1- 3 - 1 /1 4
44 . T he s oc i a l s er v ic e pr o v id er e v a l ua tes its bus i n es s res ul ts i n or der to
de t er m in e b es t va l u e f or purc h as ers an d f u nd ers ( ‘b es t v a lu e ’ c a n a ls o be
ex pr es s e d i n r e la t io n to t h e i nc re as ed qu a l i t y of lif e of f ere d t o th e p ers o n
be i n g s er v ed) .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet t h is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
37
T he s oc ia l s e r vic e p r o v id er e v a l ua tes
th e s at is f ac ti o n of pur c h as er s and
f un di n g bo d i es . T h e f ee d bac k is as k ed
an d r ec e i v e d. As p r oof m an ag em en t
pro t oc o ls wer e pr es e nt e d. Als o d ur i ng
th e i nt er v i e w wi th th e f un d er s was
v er if i ed t h at t he y a r e s a tis f ie d wit h t he
res u l ts .
45 . T h e s oc i a l s er v i c e pr o v i d er e va l ua t e s th e i nd i v i d ua l a nd c o l lec t i ve
s at is f ac t io n of pe r s o n s s er ve d an d ot h er s tak e ho l de rs b y i nt er n a l a n d/ or
ex t er na l e v a l ua t io n.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e p r o v id er m e as ur es
th e s at is f ac t io n of p er s o n s er v e d an d
ot h er s tak e ho l d er s . R e v ie w of the
e va l u at i on is d on e a nd v is i b le i n th e
pro t oc o ls .
46 . T he s oc i a l s e r v ic e pr o v id er p ro v i des ac c es s i b le an d e as il y
un d er s t a nd a b le r ec or ds on o utc om e, i nc l ud i n g p ers o na l p erc e pt i on a n d
ac h i e v em ents
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
38
T he re p ort on r ec or ds an d o u tc om es is
c om m unic a te d to s tak e ho l de r s . In
c om m unic a ti o n wi th c l ie nts d a il y
m eeti n gs ar e h el d .
47 . T h e s oc i a l s er v ic e pr o v i d er ac t i v el y d is s em in at es org a n is a t io n perf orm anc e
am ong its s t af f , s er v ic e us er s an d ex t ern a l s tak e ho l de rs .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v id er r e p orts i ts
perf orm anc e to pur c has er s , f u nd i ng
bo d i es a nd s t af f . T he r ep or t i ng is d on e
on m on th l y a n d a nn u a l b as es . It is d on e
on d if f er en t m ee ti n gs a nd o n i nt er ne t
hom e p a ge . F or ex am p le on t he i nt er ne t
hom ep a g e is c l ea r l y v is ib l e 2 01 4 ac t io n
p la n r e v i e w a n d 2 01 5 p la n ne d ac ti o ns .
48 . T h e s oc ia l s er v i c e pr o v i d er has a s ta n dar d pr oc e d ur e f o r c o nt i nu o us
im pro v em ent on t h e b as is of a n im pr o vem en t c yc l e.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr og r am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
39
Ma n ua l ” K v a l it e ed ik ä s ir aam at” was in
p lac e a nd pr es en t ed . A P DC A c yc l e h as
be e n id e nt if i e d. T h e r es u l ts of qu a l it y
im pro v em ent pr oj ec ts ar e doc um en te d
i n th e pr oj ec t d oc um e nts .
49 The s oc i a l s er v i c e pr o v i der i d en t if i e s perf orm anc e i n d ic at ors f or
m eas ur in g t he r es u l ts of t h e im pro v em ent ac ti o ns .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has In m an y c as es K PI - s wer e t wo
es t a bl is h ed per f o r m anc e in d ic at ors f or d im ens io n al (D o ne or no t d on e).
m eas ur in g t h e r es u lt s of im pr o v em ent Im pro vem e nt pr op os a l wo u l d be t o ha v e
proj ec ts . L ogs of t he a c t i ons and m ore m eas ur ab l e K P I - s s o t h at tr e nd
pro t oc o ls wer e pr es e n te d as pr o of . l in es c ou l d b e ge n er at e d wha t m ak es
f utur e p l a nn i ng eas i er.
M itm ed t u lem us n ä it aj a d on he tk el
b in a ars e d (T e ht u d v õi t eg e m at a).
Et t ep a nek on s uur e n da d a i n dik a at or it e
m õõde t a vus t (ar v u l in e s uur us ) , e t o l ek s
v õ im al ik pl an e er im is e j a ok s j älg i d a
are n g utr en d e.
50 . T h e s er v ic e p r o v i der in tr od uc es an d m an a ges in n o va t i ve wa ys of work i ng
th at ha v e b ee n i d en t if i ed bas e d on t h e n ee ds of s tak e ho l d ers .
40
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
th e s oc i a l s er v ic e pr o v i der is a war e of
th e n e eds of s tak eh o l der s . T he s oc i a l
s er v ic e pr o v i der is p l an n i ng t o r eb u i ld
s om e of th e b u i ld i ngs t o of f er s er v ic es
to t h e c l i en ts who on l y n e ed par t t im e
he l p. Als o s tar t ed pr o j ec t : “ E la p ik a lt j a
ter v e lt! ” a nd “ E ak ad l i i k um a” .
41
3. Agreed additional development / improvements
T he app li c ant d ec id ed on th e fo ll ow ing imp rov e m ent a ct io ns a nd/ or
add it io na l dev elo pm e nt f o r t he p e rio d of t w o ye a rs
Sho rt d es c ri ptio n of the a cti on s
( in clud ing SM ART ob je ctiv es )
1 E ak at e ka a s ami nin e ühi s elu s se –Li ik um is e t unn i – El a
pik a lt ja t erv elt
2 E ak ad l ii ku ma p roj e k t
42
4. Closing remarks
“ V i lj a n dim a a H o ol ek an dek es k us ” wi th i ts 28 work ers a nd 6 8 c l ie n ts h as pu t m uc h
ef f ort i n to in tr od uc in g an d im pl em en ti n g E Q U A SS s ys tem . Dur i n g th e a u d it m an y
go o d a ppr o ac h es wer e v is i b le bu t a ls o s om e are as of im pro v em en t .
T he t o ta l im pr es s i o n was p os it i v e, t he s oc i a l s er v ic e pr o v i der s t af f a l wa ys f o u nd
tim e t o i nt er ac t wi t h c l ie n ts . I n c on v ers at i ons wit h s e v era l c l ie n ts t h e y a ls o
c onf err e d t ha t.
Dur i n g th e a ud i t was dis c us s e d var i o us p os s ib i l it i es t o im pro v e th e q u a li t y of
ex is t i ng d oc um en t at i on a nd d es ig n: how m ak e them m ore c om pre he ns i ve ,
un d ers t a nd a b le an d e as ier t o us e . T he s oc i al s er v ic e pro v i d er m anag em en t a nd
s taf f wer e g e nu i n el y i nt er es t ed i n f urt h er s ys tem at ic im pro vem e nt s in ac t i v it i es a n d
proc es s es .
T he c r i ter i a ’s f or de v e lo pm en t an d im pr o v em ent wh at t h e au d it or s t il l wa nts t o
ad dr es s ar e f o l l o wi n g:
Cri t er ia 3: Im pr o v em ent p r o p os a l wo ul d b e t ha t s oc i a l s er v ic e pro v i der c ou l d s e t- u p
f ee db ac k s ys t em als o on in t er n e t hom ep a g e.
Cri t er ia 6 , 2 9, 4 2 , 4 9 : I n m an y ( alm os t a l l) c as es K PI - s wer e t wo d im ens i on a l
(Do n e or n ot do n e) . Im pr o vem en t pro p os a l wou l d b e to h a ve m ore m eas ur ab l e
K PI- s s o th a t tr e n d l i nes c o u l d b e ge n er a te d t o he l p t o m ak e f utur e p la n n in g
eas i er.
Cri t er ia 11 : A ll e duc at i on is d oc um ent e d , b ut on dif f er e nt doc um en ts a nd
oc c as i o na l l y m eet i n g pr o t oc o ls . Im pro v em ent pro p os a l wo u ld be to h a v e work er
s pec if ic e duc a t io n a n d q u al if ic a t io n doc um en ts u n de r o ne d oc u m ent.( e v en th e
ed uc at i ons wha t wer e r es is t ed i n to m ee t in g pro t oc o ls .) I n th is wa y it wo u l d be m or e
v is ib l e i n c as e of n e e d t o s e e s p ec if ic wor k er educ a t io ns a n d p l an pos s i b le ne w
ed uc at i ons . I n th is wa y a l s o l es s p ap er work is g en er at e d.
Cri t er ia 17 : S o f ar e v er y c om pl a i nt was a p pro ac h ed in d i v id u a ll y an d n o d at a b as e
was pr es e nt e d wh er e we c ou l d s ee th e c ol l ec t e d d at a an d a n a l ys e. Im pr o vem en t
pro p os al wou l d b e t o s um up th e d at a s o t h at q ua n ti t at i v e da ta wi l l be rec e i ve d . I t
m ak es m uc h e as i er t o p la n b i gg er ac t io ns wi t h b ig g er im pac t.
Cri t er ia 1 9: A d d it i on a l im pr o v em ent pro p os al wou l d be to g e ner at e
ru les / ins tr uc t i ons how to h an d l e c as es whe n c l i en t c om es i nt o s er v ic e as
c om pet e nt b ut d ur in g th e tim e he /s he b ec o m es inc a pa b le of dec i s i on m ak in gs ( a ge
43
or i l ln es s ) . Ho w, wh en a n d ac c or d i ng t o wh a t c r it er i a t h er e is n ee d t o ap p o in t l eg a l
rep res e nt at i v e.
Cri t er ia 2 4: Dur i n g t h e in ter v i e w wit h g en e ra l m ana g er c am e ou t t ha t t h ere ar e
s om e doc um ent s wh a t b y s u g ges t io n of d oc t or s h o u ld no t b e s ho wn to c l i en ts .
Im pro vem e nt s u gg es ti on wo u ld b e t o up d at e doc um en ta t io n s ys t e m wi t h t h e l is t of
doc um en ts wha t c a n be s ho wn a nd wh at are f or i nt ern a l us e on l y. I n th is wa y
s ys tem is tr ans p ar en t an d eas y to te ac h a n d f ol lo w. A ls o wou l d b e go o d t o c o l lec t
s i gn at ur es o n th is doc um ent b y pers o n s er v ed or r ep res e nt at i v es of th e c l ie nts a nd
if ap p l ic a b le a ls o b y c l i en t r e la t i v es .
Cri t er ia 3 3 : T h e r at i ng of t h e s uc c es s of t he proj ec ts wer e o nl y d o n e b y e v al u at i on .
T he im pro v em ent pr o pos a l wo u l d be t h at t he s oc i a l s er v ic e pro v i der s h o u ld h a v e
m ore m eas ur ab l e da t a t o e v a l ua t e t he s uc c es s ra t es of ex is t in g pro gr am m es i n
reac h i ng t he ir o bj ec t i v es an d i n m ee ti n g t h e ne e ds of th e p ers o ns s er ve d . W hen
e ve n i n s om e ar eas m eas ur ab l e q ua n ti t at i v e d at a is pr es en t t h en i t m ak es m uc h
eas i er t o p la n b i gg er a c ti o ns w i t h b ig g er im p ac t .
Cri t er ia 3 5: As c l i en t s ar e e l de r l y p eo p l e wh o m ig ht h a ve m em or y pro b lem s th e n
im pro v em ent pr o p os a l wou l d b e t o a dd a ls o d irec t q ua l i t y of l if e q u es t i on n a ires f or
d irec t f ac e to f ac e d i s c us s io ns . Som e ex c e ll e nt ex am pl es wer e pr es e n t in c l i e nt
s ur ve y.
Cri t er ia 3 6: A l l n ec es s ar y d oc um ents we re de t ec t ed b ut i t was h ard t o f i nd th em
wi t ho ut l oc a l s u p por t. Im pr o vem e nt pr op os al wo u ld b e t o im pl em ent r e g is t er c od e s
to a l l d oc um e nts ( i .e . Pr oc ed ur e P 1. . P2 .. ; f orm ul as V 1, V 2 .. , i ns t ruc t i ons I 1 ,I 2. ..)
an d m ak e a doc um en t at i on r e gis t er . I t wi l l c l arif y t h e s ys tem f or o th ers a n d i t wi l l
f ac i l it at e t o f in d c or r es po n de n t doc um en ts i n an eas i er wa y.
Cri t er ia 37 : T he a u di t was pl a nn e d i n t he ac ti o n p l an bu t j us t as o ne c om m ent t h at
it is un d er p la n f or year 20 1 5. Im pro v em ent pr o pos a l wo u l d be t o ha v e pr oc es s
(pr oc e d ure) l is t a nd p er f or m a ud i t ac c or d i n g to t h is pl a n. I n th is wa y i t is gr a nt ed
th at no pr oc e dur e wi l l be f or go tt e n.
It was g oo d t o s ee th at or g a n i za t io n is de d ic at ed t o c o nt i n uo us im pro v em en t.
“ V i lj a n dim a a H o ol ek a nd ek es k us ” is d e dic at e d to pro v i d in g q ua l i t y s er v ic e to
pers o ns s e r ve d an d ot h er s t ak eh o ld ers . P rof es s io n a l, de d ic at e d an d m ot i va t ed
s taf f is o n e of th e m ai n s tr en g ths of th e or g an i za t i o ns . T h is is c o m plem en te d wi th
c on v e n ie nt an d p l eas a nt s ur r o u nd i ngs .
T he au d i tor t h ank s al l s taf f f or the ir c o op er at i on f or c re a ti n g a n op e n atm os ph er e
s o th e a u di t or c o ul d h a ve ac c es s t o a l l r e l e v an t i nf orm at i on .
44
Af t er f o l l o w- u p au d it n o def ic ie nc i es are no t ed a n d a ud i tor c onf ir m s tha t t h e s oc ia l
s er v ic e p ro v i de r f u lf i ls a l l EQ U A S S r e qu ir em en ts .
Ma tt i L i l l e vä l i 0 4. 1 1. 2 01 5
5. Kokkuvõte
28 t öö t aj a j a 6 8 k l ie nd i g a V ilj a nd im aa H o o lek a nd ek es k us o n p a lj u p an us ta n ud
EQ U AS S i s üs te em i j u ur u t am is s e j a r ak en d a m is s e. A ud i t i aj a l o l i n äh a m itm e id h ä i d
l äh e nem is i k u id m är g a ta o l i k a m õn in g a id p a ren d us v aj a dus i .
A ud i ti ül dm ulj e o l i p os it i i v ne . Me es k on d l e i di s a l at i a e ga , et k l ie nt i de g a s u he l da .
A ud i ti j o ok s ul ar u ta t i er in e v a id v õ im al us i, k u id as m uu ta p ar em ak s ek s is t e er i va i d
dok um en te , k u id as te h a neid ü h tl as em ak s , m õ is t et a v am ak s ja li h ts am i ni
k as ut at a vak s . J u htk on d n in g ü lej ä än u d m ees k ond o l id s ii ra l t hu v i ta tu d s üs t e em s ete
m uuda t us t e j a par e nd u s te e l l u v iim is es t .
Mõ n ed k rit e er ium i d v aj ak s id s iis k i p ar e nd am i s t :
Kr it e er ium 3 : P ar e n d us e tt e pa n ek o n, e t s ots i aa l te e nus e p ak k uja v õ ik s l uu a k a
i nt ern e ti k od u l eh e l ta g as is i d e v õ im al us e .
Kr it e er ium i d 6 , 1 4 , 2 9 , 4 2, 4 9: M itm ed ( p e aa e gu k õ ik ) tu l em us n ä it aj a d on h etk e l
b in a ars e d ( T e ht ud või t eg em at a). Et t e pa n ek on s uur e nd a da i nd ik a at or it e
m õõde t a vus t ( ar vu l i n e s u ur us ) , et o l ek s v õ im al ik pl a ne er im is e j a ok s j äl g id a
are n g utr en d e.
Kr it e er ium 11 : Ko g uk oo l i tus te g e vus o n d o k um ent e er it ud , k ui d s ed a on t eh tu d
er in e v at es d ok um ent i des j a va h et e va h e l k oos o l ek u pr o tk ol l id e s . . E tt e pa n ek on
tek i ta d a t öö t aj ak es k s ed k o o li t us - j a k v a l if i k ats i oo n i d ok um en d id . Ni i o lek s l i hts am
v aj a d us e l n äh a k i n d la tö ö taj a k o ol i tus v aj ad us t n i ng p l a ne er i da e das is e id k oo l it us i.
S ee vä h e nd a b k a k a as ne v a p a ber im aj a n dus e h u lk a.
Kr it e er ium 17: S i ia n i on k õik i de k ae bus t e ga t e ge l et u d ük s ik j uh tum i b aas i l n i n g
s ee g a p o le tek i t a tu d an dm eb aas i , k uhu i nf ot k og u da , e t s e da s aak s h i lj em
an a l üüs i da . Et te p an e k on an dm ed k ok k u k ogu da , e t o l ek s võ i m alik pl a ne er i da
s uur em ai d t eg e v us i, m i l le l o l ek s s u urem m õj u s us .
Kr it e er ium 1 9: L is a p a r en d us ett e p an ek pro t s es s i p ar en d am is ek o l ek s s oo v it us , e t
k uid as k äs it l e da o l uk o r da , k u i k l i en t tu l e b t ee n us e l e t eo v õ im el is e na , a ga t e en us e
45
k äig us ( v an us võ i h ai gus ) m uu t ub te o v õ im et uk s . M i l li n e o l ek s s i is pr o ts e d uur j a
h in d am is m eeto d , et m äär a ta t a l le s ea d us l ik es in d aj a .
Kr it e er ium 24 : Ves t lus e k äi gus te g e vj u h ig a s e lg us , et es in e b d ok um ent e m id a ars ti
ar va t es e i o l e s o o v it a v k li en d i l e n äi d at a. Par e nd us et te p a nek o lek s par e nd a da
dok um en t id e nim is t u t n im ek ir j ag a, et m i l l is e i d d ok um ent e võ i b k l i en d i le n ä id at a j a
m ill is e d o n a i nu l t s is e m is ek s k as ut us ek s . S e ll is e l vi is i l o n s üs t ee m läb ip a is t e v j a
l ih t ne õ pe t ad a. S am ut i ol ek s s o o vi t a v võ tt a s e ll e l e d ok um en di l e k l i en d i v õi k l i e nd i
es in d aj a a l lk ir i j a k u i v aj a l ik k a k li e nd i lä h ed as e al lk ir i .
Kr it e er ium 33 : Pa lj u de l j uh tu d e l o l i pr oj ek ti de e duk us e m äär am is ek s hi n na n g
Et t ep a nek on , e t s ots i aa l te e nus t e p ak k uj a peak s l ei dm a m õõd et a v ad par am ee tr id ,
et h in n at a ek s is te er i v at e p r o gr am m ide e duk us e . Ku i pr ogr am m ide j uur es on o lem as
m õõde t a va d k va nt i ta t i i vs ed a n dm ed, s i is o n l i hts am pl a n eer i da ed as is i te g e vus i ,
m ill e l o l ek s s uur em m õj us us .
Kr it e er ium 3 5: Ku n a k lie n d id o n v a nur i d, k ell e l v õ ib o l l a m ä lu pro b l eem i d, s i is
par e n dus et t ep a nek u na v õik s l is ad a e lu g a ra h u lo l uk üs im us t ik u t ä itm is e j a aru t am is e
k ui to im ub p er s o na a ls e p la a n i ü le v a at us . M õn e d s u ure p är as e d n ä it e d o l id ol em as
k lie n d i ta g as is i d e k üs i m us tik us .
Kr it e er ium 36 : K õik v aj a l ik ud d ok um end i d olid o l em as , k ui d neid oli i lm a
m ees k onn a t oe t a r as k e le id a . Id e ek s ol ek s lu u a d ok um end ir eg i s ter , m is m äär ab
i ga l e d ok um en di l e om a r e g is tr ik o od i ( n t Pr ots e du ur i d P 1 .. . P1 .. ; v orm id V 1. .. V 2,
j uh e nd i d J 1 .. .J 2. ..) . S ee te ek s s üs t e em i te i s te l e s e l g em ak s j a võ im al d ak s s eot u d
dok um en te l ih ts am i n i l e id a.
Kr it e er ium 3 7 : Au d it o l i p la n eer i tu d t eg e v us p la a nis a g a s e da a i nu lt ü h e r ea n a, e t
au d it o n p la a nis 2 0 15 aas t al . P ar e n dus e tt ep an ek o lek s , et s o ts i a a l te e nus e pak k uj a
v õ ik s lu ua n im ek ir j a k õik id es t pr ots e du ur i des t j a te os ta d a a u d it it s e l le j är g i.
S el l is e l v i is i l on gar a n te er it u d, e t ük s k i pr ots ed u ur e i u nu n e a ud i te er im as t.
Kr it e er ium 42 : M itm ed tu l em us n äi t aj a d o n he tk el b in a ars e d (T e ht u d võ i te g em ata) .
Et t ep a nek o n s u ur e n da d a i nd ik aa t or it e m õõ d et a v us t ( ar v u l in e s uur us ) , et o l ek s
v õ im al ik p la n ee r im is e j aok s j ä l g id a ar e ng ut r en d e.
O l i he a nä h a, e t or g a n is a ts io o n o n p üh e nd un u d ed as is is e l e are n gu l e. V i lj an d im aa
Ho o lek a nd ek es k us on p üh e nd u nu d om a k li en t id e l e k va l it ee ts e te e nus e
pak k um is el e. Pr of es s i on a al n e, pü h en d un u d j a m oti v e er it u d m ees k o nd o n ük s
org a n is a ts io o n i pe am i s e id t u ge v us i. Se l l e le l is a n dus he aj a m ee l d i v t öök es k k ond .
46
A ud i it or t ä na b m ees k on d a n en d e k oos t ö ö ees t. Me es k on d lõ i a v at u d atm os f ä är i,
au d i it or i l o l i l ig i p ääs k õ ik id e le vaj a l ik el e d ok um ent i d el e .
P ea l e j är e l au d it i t a u d ii t or k in n it ab , e t s o ts i a a lt ee n us e p ak k uj a v as t ab k õ i gi l e
EQ U AS S i p o o lt es i ta tu d n õu et e l e.
Ma tt i L i l l e vä l i 0 3. 1 1 . 2 01 5
47
EQUASS ASSURANCE
ASUTUSE KÜLASTUSE
ETTEVALMISTAMISE VORM
Asutuse külastus: 3.nov
SA Viljandimaa Hoolekandekeskus
Matti Lilleväli
© 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 (max. 10 küsimust)
1. Ku i das t o im ub k l i en t id e i nf orm ee rim i ne t em a õ i gus t es t . K ui das h i n na t ak s e
i nf orm eer im is e m õj us us t . ( Ku i d as o l l ak s e k ind e l, et k õ ik k lie n di d on te a d l ik ud om a
õ ig us t es t o le n em ata p uu d es t , v a nus es t j a m uu d es t t e gur i tes t)
2. K u id as o n k li e nd i d k aas a tu d om a i nd i v i d u aa ls e t eg e v us p l a an i k oos t am is e j u ures
?
3. Ku i k l i e nd i l e s ea t ak s e e es m ärk e, s i is k ui das o n k li e nt s e ll es s e pr ots es s i
k aas a tu d.
4. Ku i d as k inn i t at ak s e k lie nd i in d i v id u a al n e te g e vus p la a n, k ui k l ie nt e i o le s el l ek s
v õ im el in e ( H a ig us , pu ue , v a nus , j n e.)
5. M i l l is e in ter v a l l ig a ja k ui d as to im ub k li en d i i nd i v i d ua a ls e ho o l dus p l aa n i
ü le v a at us . Ku i d as s ea t ak s e uu e d m õõ dt a v ad ees m är gi d ?
1. Kvaliteedi põhimõtetele ja EQ U ASS Assurance kriteeriumitele
vastavuse küsimused / teemad:
Te en us e s a aj a d
Ar en d us t ö öt a ja
J uh t/ dir ek tor
Huv i gr up i d
P ers o n a l
Õ igu se d 1. Ku i das t o im ub k li e n ti d e
X X X
i nf or m eer im in e tem a õ i gus tes t.
2. Ku i das h in n at ak s e i nf orm eer im is e X X
m õj us us t . ( Ku i d as o ll a k s e k ind e l, et k õ ik
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k lie n d id on t e ad l ik u d om a õi g us t es t
o le n em ata p uu d es t , v an us es t j a m uu d es t
te g ur i t es t)
3.
4.
5.
Is ik uk e sk su s 1. K u i s e at ak s e k li e nd i le e es m ärk e, s i is X X X
k uid as on k l ie n t s e ll es s e pr o ts es s i
k aas a tu d.
2 Ku i d as k in n it at ak s e k li e nd i X X X
i nd i v i du a a ln e te g e v us p la a n, k ui k l i e nt
e i o l e s el l ek s v õ im el i ne (H a ig us , p u ue ,
v an us , j ne .)
3.
4.
5.
T ulemu st el e 1. K u id as m õõ de tak s e te en us e s a aj a te X X X
ori en t e e rit u s r ah u l o lu j a m il l is ed o n t u lem us e d ?
2. Mi l l is e i nt er v a l li g a j a k uid as t o im ub X X X
k lie n d i in d i v id u aa ls e t e ge v us pl a a ni
ü le v a at us . K u i das s e at ak s e u u ed
m õõde t a va d e es m ärg i d? ?
3.
4.
5.
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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. Kl i e nt i de is ik uto im ik ud , h oo l d us p l a an j a õ en d us e p ik ri is id
3. Personali, teenuse saajate ja teiste oluliste huvi gruppide
intervjueerimine
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. Are n dus t öö taj a /J u h at aj a 1 h
Personal Kestvus
1. O ts en e k l i en d i k ont ak t (3 tk ) - 1 h
V õim a lus e l s am ad in i m es ed
Teenuse saajad Kestvus
1. T een us e s a aj ad ( m in 3 tk ) 1 h
V õim a lus e l s am ad k li e nd i d
Teised huvigrupid Kestvus
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4. Asutuse kül astuse ajakava formaat
As ut us e k ül as tus pe ak s o l em a k orra l da t ud v as t a v al t j är gn e v at e le j uh is te l e:
a. As ut us e k ül as tus pe ak s o l em a k av a nd a tu d k ah e l e tö ö pä e v a le ( = 1 6 tu n d i)
b. Dok um en ta ts io o ni g a t ut v um in e p e ak s olem a p l an e er it ud es im es e 3 h s is s e
k ülas tus e es im es e l p ä e va l .
c . P äe v ak a vas pe ak s ol em a s ag ed as ed pa us i d (1 5 – 3 0 m inu t it) , et a u d ii t or
s aak s in d ik aa to r i t e tõ e nd e i d ü le va a d at a j a k orr as t ad a .
d. In ter vj u ud j uh tk on n a, per s o na l i j a t e is te g a ( vä l is ed hu v i gr up i d/ par tn er i d)
pe ak s k es tm a m ax 30 - 5 0 m in ü h e in ter vj uu k oh t a . I n ter vj u u d t ee n us e
s aaj at e ga p eak s i d o l em a k orral d at ud gr u p i in t er vj u u de n a ( m ax 5- in im es t
k orr ag a)
e. J uh i g a/ d ir ek tor ig a i n ter vj uu p e ak s ol em a p la n ee ri t ud as ut us e k ülas t us e
te is e le p ä e va l e ( s o o v it a va l t p ea l e lõ u na l) .
f. Lõ p l ik as ut us e k ül as t us e pr ogr am m peak s o lem a t ao t lej a j a au d i it or i va h e l
k ok k u le p it u d j a s a ad e tu d EQ U A S S k o ha l ik ul e es in d aj a l e .
Asutuse külastuse ajakava
3. 1 1 P äev 1
Ae g T egev us
8:4 5- 9: 00 Kogun e min e
9:0 0- 9: 10 Av a k oo sol e k
9:1 0- 1 0:0 0 T ut v umine do ku me nt ide ga
10: 0 0- 11: 0 0 Koht u min e ot se s e kl i end i kont a kt i ga( P e rs ona l) - Võ im a lus e l
s am ad i n im es ed
11: 0 0- 12: 0 0 Koht u min e t e en us e s aa j ate ga - Võ im a lus e l s am ad k l i en d i d
12: 0 0- 13: 0 0 Koht u min e a r end ust ö öta jag a /ju hat a ja
13: 0 0- 15: 0 0 Kok kuv õt et e t eg em in e
15 . 00- 1 5. 3 0 T änam in e ja kok kuv õ te.
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Maarika Aro
Saatja: Maarika Aro
Saatmisaeg: 9. november 2015. a. 11:02
Adressaat: 'Guus van Beek'
Koopia: 'Marie Dubost'
Teema: RE: SA Viljandimaa Hoolekandekeskus audit report
Manused: Additional Information Form SA Viljandimaa Hoolekandekeskus.doc; Asutuse auditi
külastuse ettevalmistuse vorm_Viljandi_3.11.docx; EQ-ASS_AUD_Audit
Report_SA_Viljandimaa_HKK_Follow-up.docx;
EQUASS_taotlus_SA_Viljandimaa_HKK_uus.xlsx
Dear Marie, Dear Guus,
Attached you’ll find a follow-up audit report and other documents of SA Viljandimaa Hoolekandekeskus EE2015-
006.
Please let Keiu to know in case there are some comments about the report.
Kind regards,
Maarika
From: Guus van Beek [mailto:
[email protected]]
Sent: Tuesday, June 09, 2015 11:30 AM
To: Maarika Aro
Cc: Keiu Talve; Marie Dubost;
[email protected]
Subject: Re: SA Viljandimaa Hoolekandekeskus audit report
Importance: High
Dear Maarika,
I have reviewed the audit report of SA Viljandimaa Hoolekandekeskus (reference number EE2015-006).
Due to the fact that Viljandimaa Hoolekandekeskus (reference number EE2015-006) does not meet all EQUASS criteria, the organisation
cannot be certified with EQUASS assurance yet.
Criteria nr 16, 34, 35 and 43 are not met.
Kind regards,
Guus van Beek
European Quality in Social Services (EQUASS)
c/o EPR, 15, Rue de Spa , B-1000 Brussels
Belgium
Phone: +31653770121
Email:
[email protected] / website: www.equass.be
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Van: Maarika Aro <
[email protected]>
Datum: dinsdag 26 mei 2015 16:18
Aan: Guus van Beek <
[email protected]>, Marie Dubost <
[email protected]>
Onderwerp: SA Viljandimaa Hoolekandekeskus audit report
Dear Marie, Dear Guus,
Attached you’ll find an audit report and other documents of SA Viljandimaa Hoolekandekeskus EE2015-006.
Please let Keiu to know in case there are some comments about the report.
Kind regards,
Maarika
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