EQUASS ASSURANCE
AUDIT REPORT
Site visit: 17.-18.06.2015
Hiiu Valla Sotsiaalkeskus
Mariliis Männik-Sepp
© 2012 by European Quality for Social Services (EQUASS)
All rights reserved. No part of this document may be reproduced in any form or by any means, electronic, mechanical,
photocopying and recording or otherwise without the prior written permission of the EQUASS.
1. Information of the social service provider
Name of the social Hiiu Valla Sotsiaalkeskus (Social Centre of
service provider Hiiu Municipalit y)
Address: Vabaduse 47, Kärdla , Hiiu vald
Post box: N/A
Person responsible Elle Voolma, juhataj a
(CEO):
Contact person: Elle Voolma, juhataj a
Phone: (+372) 53020095
Fax: -
E-mail:
[email protected]
Web site: www. sotsiaalkeskus.e e
Name of Auditor: Mar iliis Männik -Sepp
Dates of audit: 17.-18.06. 2015
Clients: 70
Staff: 17
Services: day care services for disbled children
social welfare services
home services
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2. Audit program
17.06.2015 Päev 1
Aeg Tegevus
9.00-9.15 Opening m eeting
9.15-12.00 Documentation review, up -dat ing f iles
12.00-13.00 Lunch break
13.00-15.00 Interview with the G ENERAL manager – Elle Voolma
15.00-15.15 Documentation review, up -dat ing f iles
15.15-15.45 Interview with staff # 1 – Katrin Maanas
15.45-16.15 Interview with staff # 2 – Helle Aron
16.15-16.30 Documentation review, up -dat ing f iles
16.30-16.50 cooper ation partners # 1 – Tiina Talussaar, Rajaleidja
16.50-17.00 Documentation review, up -dat ing f iles
18.06.2015 Päev 2
Aeg Tegevus
9.00-10.00 Documentation review, up -dat ing f iles
10.00-10.20 Interview with cooperation partners # 2 – Liia Rull,
Emmaste Municipalit y
10.20-10.40 Interview with f inancing body – Kairi Hiis, Hiiu Municipality
10.40-11.00 Documentation review, up -dat ing f iles
11.00- 11.30 Interview wit h persons served – Asta Kokla ( home service),
Margus Kääramees and Kairi Kõrm ( social welf are
ser vices), Juta Ülemaantee ( day care ser vices f or disbled
children)
11.30-12.00 Documentation review, up -dat ing f iles
12.00-13.00 Lunch break
13.00-15.00 Interview with gener al manager – Elle Voolma
15.00-16.30 Documentation review, up -dat ing f iles
16.30-17.00 Closing meeting
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3. Detailed feedback on performance
1. The social servi ce provider defines documents and implements its
visi on and mission values on servi ce provision.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The mission, vision and values of
Hiiu SC are stated in the Qualit y
Manual, Development Plan of
Employee Handbook, on the walls of
the diff erent buildings and on the
organizat ion’s website. They were
developed together with t he staff of
the Hiiu SC.
The employees of Hiiu SC
demonstrated through inter views
that they ar e aware of the
organizat ion’s mission, vision and
values and they implement them on
ser vice provision.
2. The social servi ce provider defines, documents, and implements its
qualit y policy by determining long term qualit y goals, a nd its
commitment to continuous improvement.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The qualit y standard , long -term The documentation administration
goals and commitment to continuous system of Hiiu SC could be improved
improvement are stated in the by gathering the most important
Qualit y Manual and in the regulative documents together to the
organizat ion’s development plan . Qualit y Manual or adding inf ormation
4
As the present Development Plan about them t o the Q ualit y Manual.
ends with 2015, a new plan will be
drawn up by the end of this year. The Qualit y Manual should be
over viewed, that it cover s
Besides Qualit y Manual, there ar e inf ormation and wor k principles that
many regulat ive documents and are f ollowed in ever yday work .
guidelines, which the employees
have to f ollow. Also, a documentation register
should be put in place, to have an
It appeared f rom the inter views that over view of the exist ing documents.
the staff of Hiiu SC is knowledgeable
of the qualit y standard and long term Hiiu SK dokumentatsiooni
goals of the organization. haldussüsteem saaks täiustada
kogudes kõige olulisemad
Also, the staff seemed to be devote d regulatiivsed dokumendid kokku
to deliver qualit y services and kvaliteedi käsiraamatusse või lisades
pursue f or continuous improvement. inf ormatsioon nende kohta kvaliteedi
käsiraamatusse.
Kvaliteedi käsiraamat tuleks üle
vaadata, et see sisaldaks ka
tegelikus igapäevases elus
järgitavad tööpõhimõtteid.
Samuti tuleks sisse seada
dokumendir egister, et oleks olemas
ülevaade olemasolevast
dokumentatsioonist.
3. Persons served, famil y members and servi ce user organisations are
able to give feedback on t heir individual and collecti ve experience of
programmes and services.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Hiiu SC uses diff erent methods t o Feedback system could be amended
ask and receive f eedback f rom by developing alter native inf ormation
5
persons ser ved, par ents of children, gathering methods .
relat ives / close ones to persons
ser ved, advocates, staff and other Also, the exist ing questionnaires
stakeholders. should be over viewed and questions
should be included that give
Questionnaires are used to receive f eedback, which matters and is
f eedback. There are also regular important to the organization.
cooper ation m eetings and
roundtables through which f eedback Tagasiside süsteemi saaks täiustada,
is gained. töötades välja altern at iivsed
inf ormatsiooni kogumise meetodid.
Employees can give f eedback on
ongoing basis and dur ing staff Samuti tuleks olemasolevad
perf ormance reviews . Results of küsimustikud üle vaadata ning lisada
sur veys and meetings are analyzed selliseid küsimused, mis annavad
and summar ized. asutusele sisulist ja olulist
tagasisidet.
4. The social service provider i nforms all stakeholders about the
offered programmes and services avai lable.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Hiiu SC its stakeholders about
organizat ion’s ser vices using a
var iet y of methods and appr oaches.
The home page of Hiiu SC contains
inf ormation about the ser vices and
other important inf ormation . The
other main media used f or
communication is the local
newspaper.
Inf ormation to per sons ser ved is
available on the walls of the
buildings and given t hrough meetings
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and other gatherings.
Hiiu SC collects inf ormation and
articles about their activit ies that
have been released in newspapers.
Stakeholders are aware of the
ser vices of Hiiu SC, which was
ver if ied implemented through
inter views wit h persons ser ved, staff
and partners.
5. The social service provider management establishes and
documents an annual planning and review process.
Remark from the auditor: The ser vices of the social ser vice p r oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The annual planning and review
process is integrated into the
management process of Hiiu SC. The
planning procedure is descr ibed in
the Qualit y Manual. The process is
reviewed regular ly.
There are annual action plans , which
are reviewed regular ly.
All meetings are documented –
minutes of meetings are prepared.
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6. The plan includes:
annual outcomes / targets
the acti vities to be undertak en in achieving the annual targets
monitoring of the performance of the organisation in meeting its
annual targets
time-scales and procedures for revi ew and revi sion.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iteri on of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The annual planning process of Hiiu As a f urther impr ovement to the
SC has a cyclic character. PDCA- annual planning process, it would be
cycle is used f or planning purposes. advisable to start using perf ormance
indicator s and set target levels.
The annual work plan includes the
f ollowing data: measures an d Also, it would be advisable to keep
activities, measur able expected the plan up-to-dat e by adding the
outcome, deadline and person inf ormation about the current state of
responsible. the implementation of the plan dur ing
the review process.
Aligning the annual activit ies with
the vision and the strategic plan is Aastase planeer imise protsessi
clear and understandable , when edasiseks arendamiseks on
studying the documentation of the soovitatav kasutusele võtta
organizat ion. tulemuslikkuse näitaj ad ja
määratleda oodatavad
The annual plan is presented to the saavutustasemed.
board (of guardians) by the general
manager and then approved by t he Samuti on soovitatav hoida plaan
board (of guardians) . ajakohasena, lisades läbivaatamise
käigus inf ormatsioon rakendamise
olukorra kohta.
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7. The social servi ce provider demonstrates organisation’s success
in satisf ying the needs and expectations of the societ y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Hiiu SC is act ive, when it comes to
satisf ying the needs and
expectat ions of the societ y and
demonstrat ing social responsibilit y.
In order to promote employm ent Hiiu
SC does cooperat ion with f oundation
Rajaleidja. The per sons ser ved of
Hiiu SC have a chance to work f or
Hiiu SC and also many of them work
f or the co-operation partner
Foundation Praak ja Jääk . The
viimane is also a g ood example of
the development of protected work
ser vice in Hiiu Municipalit y.
A support group f or the relat ives/
close ones of the people ser ved has
been f ounded, that ha s regular
meetings.
The staff of Hiiu SC consults parents
with disabled children and also
school teachers and kindergarten
teachers.
Hiiu SC has started to off er the
ser vices of support person to better
correspond to the needs and
expectat ions of the stak eholders.
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8. The social service provider demonstrates organisati on’s social
responsibilit y t hrough acti vities contri buting to the societ y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assura nce certif ication program
Strengths Improvem ent & developments
Hiiu SC has demonstrated social It would be advisable to
responsibilit y through diff erent systematically collect inf ormation
activities contributing to the about satisf ying the needs and
communit y and also to wider societ y. expectat ions of the societ y and
about demonstrating social
Var ious act ivities are organized b y responsibi lit y, similar ly collect ing
Hiiu SC and also wit h its cooperat ion inf ormation about m edia releases .
partners, f .e f oundation Rajaleidja.
Sarnaselt meedia monitooringule on
Of the various init iat ives Hiiu SC soovitatav süstemaatiliselt koguda
participated in the virtual inf ormatsiooni panuse andmise kohta
communication project VI RTU kogukonda ja ühiskonda ning
(leaded by Saar emaa). sotsiaalse vastutustundlikkuse kohta.
Hiiu SC off ers to the inhabitants of
Hiiu Municipalit y laundr y and shower
ser vices.
Hiiu SC does co-operat ion with
inst itutions of higher educat ion b y
off ering students the possibilit y of
internship.
Young men ar e used to ser ve their
alternative militar y duty in Hiiu SC.
The staff of Hiiu SC has organ ized
lectures to f .e librarians on how to
communicate with disabled people.
10
9. The social servi ce provider has a staff recruitment and retention
policy that promot es the selection of qualified personnel based on
required know ledge, skills and compet ences.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The staff of Hiiu SC includes 17
employees whose exper ience and
prof essional know- how ensures the
qualit y and consistency of the
ser vices.
From the point of view of the general
manager, Hiiu SC has prof essional ,
committed and compete nt staff .
The staff recruitment and retent ion
principles are described in the
Qualit y Manual, which also include
the principles f or equalit y and non -
discr imination.
All employees have individual job
descr iptions, which include required
knowledge, skills an d competences.
It appeared f rom the inter views wit h
the staff that they are aware of their
roles, r ights and dut ies. It also cam e
out that the employees like their jobs
and are devoted to delivering qualit y
ser vice.
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10. The social service provider oper ates in compli ance w ith
mandator y national legislation, providing appropriate w orking
conditions, adequate and agreed staff level and staff ratio, and
appropriate rew arding for staff and vol unteers.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The documentat ion of Hiiu SC meets
legal r equirements and is reviewed
to do this. The staff level is kept at
optimum and this is revie wed also
regularly.
The Qualit y Manual , Rules of the
Organization and Rules f or the Staff
descr ibe t he staff related pr inciples
and in detail.
The working condit ions are evaluated
(risk assessments are carried out b y
staff ) and necessar y action plans are
drawn up and amendments made.
Employees have a chance to give
f eedback about working condit ions
also dur ing perf ormance reviews.
11. The social service provider trains all staff based on a plan for
leaning and development and evaluates the effecti ven ess of the
training.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
12
Strengths Improvem ent & developments
Staff development and training needs It would be advisable to collect
are assessed annuall y dur ing staff systematically inf ormation about the
perf ormance reviews. trainings of staff ( f.e in table f ormat,
that includes inf ormation about the
The training needs are de scr ibed in trainees and the t ime, place, name,
the annual plan. topics and amount of the trainings).
There is g reat interest to participat e Also, it would be advisable to
in the CARE methodology training conduct an analysis f .e SW OT
and to get training related to analysis concer ning the annual
preparing the individual plans. training activit ies.
Feedback on trainings is collec ted Oleks soovitatav koguda
after each training and the value and süstemaat iliselt inf ormatsiooni
the success of the training is töötajate koolit uste kohta (nt tabeli
evaluated. Training certif icates ar e vorm is, mis sisaldaks inf ot
stored. koolitatavate, koolit use aja, koha,
nimetuse, teemade ja koolituste
The overall eff ectiveness of the
mahu kohta).
training s is evaluated based on the
annual training activities.
12. The social servi ce provi der applies requirements for competence
in the identified roles and functions of staff and evaluates them on
annual basis.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance cer tif ication program
Strengths Improvem ent & developments
The competence r equirements f or It would be advisable to conduct an
employees are descr ibed in their job analysis f .e SW OT analysis
descr iptions and are reviewed concerning the annual perf ormance
annually. reviews.
The perf ormance of staff is reviewed It might be usef ul also to review the
during annual perf ormance reviews . questions asked and topics
13
The manager of Hiiu SC dr aws up discussed dur ing perf ormance
summaries of the perf ormance reviews.
reviews.
Aasta arenguvest luste tulemuste
The general manager collects osas oleks soovitatav teostada
inf ormation about t he work load of analüüs, nt SW OT analüüs.
staff and tries to keep the staff level
at optimum. Samuti oleks soovitatav üle vaadata
areng uvest luste käigus esitatavad
küsimused ning käsit letavad teemad.
13. The social servi ce provi der recognizes the staff as a resource for
feedback on organizational perf ormance, service development and
staff development
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Hiiu SC recognizes staff as a usef ul The principles that are f ollowed in
tool f or gaining inf ormation. It has the involvement of staff in the
regular staff meetings , perf ormance planning and evaluation of services
reviews, sat isf action surveys, etc. could be described in the Qualit y
Manual.
There is open-doors policy and the
manager is always willing to list en Töötajate kaasamise meetmed, mida
actively, what the employees have to tegelikkuses kasutatakse, võiks olla
say. kirjas kvaliteedi käsiraamatus.
14. The social service provi der has mechanisms in place to enhance
satisfaction and motivation of staff
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
14
Staff perf ormance evaluat ions and It would be advisable to describe the
employees’ sur veys are the main principles f or recognizing employees
tools used to gain f eed back on that are used in realit y in the Qulit y
employees’ satisf action and Manual.
motivat ion.
Soovitatav on kirjeldada tegelikkuses
The principles f or showing kasutatavad töötajate tunnustamise
recognit ion to employees and põhimõtted kvaliteedikäsiraamatus.
cooper ation partners have been
developed on the level of the Hiiu
Municipalit y.
Hiiu SC recognizes its staff by
organizing annually motivat ional trip
to all of its staff . Each year also a
recognit ion called Kolleegipreem ia is
given to an employee selected by t he
staff .
15. The social servi ce provi der assures the rights of persons served
outlined in a Chart er of Rights w hich is based on the EU Charter of
Fundamental Rights , the European Convention for the Protection of
Human Rights and Fundamental Freedoms of the Council of Europe
and other int ernati onal human ri ghts conventions, especiall y those
elaborat ed under the United Nations.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
All the regulative and guidance
documents of Hiiu SC is based on
the legislat ion of Estonia.
Hiiu SC has developed the r igh ts and
duties of persons ser ved, which
conf orm to international human
rights convent ions. They are added
15
to the clients’ contacts.
They ar e introduced to persons
ser ved by staff and are available on
the walls of diff erent buildings. For
children pictures h ave been used to
make them more understandable.
The persons served and staff
demonstrated their knowledge of the
rights and duties through the
inter views.
16. The soci al service provider informs the person served about
his/her rights and duties especia ll y to equal treatment on grounds of
age, disabilit y, gender, race, religion or belief and sexual orientation
before recei ving the services.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The rights and duties are introduced
to persons ser ved by staff and are
available on the walls of diff erent
buildings.
The persons ser ved conf irm their
understanding of the rights and
duties by signing the contract . Their
ser vice provision is also regulated by
the rules of the house (in day car e
center and in childr en center) .
The rights and duties are also
discussed f .e during meetings of the
persons ser ved.
Equal treatment of customers is an
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under lying principle in the principles
of service provision (as laid down
also in the Qualit y Manual).
The clients demonstrated their
knowledge of the rights and dut ies
through the inter views.
17. The social service provider has accessibl e complai nt
management s ystem w hich registers feedback on performance from
persons served, purchasers and other relevant stakeholders.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication progra m
Strengths Improvem ent & developments
Hiiu SC has developed a procedur e
f or handling complaints.
The various ways on complaining
include sending an e -mail, oral
complaint , wr itten complaint.
If was verif ied during the inte rviews
that the persons serv ed and other
relevant stakeholder s were awar e of
the ways of submitting complaints .
Complaints are dealt with and
answered. The complaint
management system proves to be
transparent.
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18. The social service provider respects the fundamental right to
self-determination of the person served. They freel y det ermine their
political status and freel y pursue their economic, soci al and cultural
development.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS A ssurance certif ication program
Strengths Improvem ent & developments
The self -determination supporting
related principle is descr ibed in the
Qualit y Manual of Hiiu SC. Also the
ser vice standards include
inf ormation about respect ing the
right to self -determinat ion of the
person ser ved
Alternative communication (pictos) is
used to reach some of the clients.
Feedback is collected though clients’
sur veys, inter views with the par ents
of children, meet ing s and dur ing the
review of the clients’ individual
plans.
It became evident through the
inter views that the staff supported
the right to self -determinat ions of
clients and that the persons ser ved
were handled wit h respect.
19. The social service provi der facilitates the person served in
choosing and havin g access to advocates and/or supporting
persons.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
18
Strengths Improvem ent & developments
Having access to advocates an d/or It would be advisable to put more
support ing persons is the right of eff ort in inf ormin g about having
ever y person ser ved, according to access to advo cates and/or
Hiiu SC. support ing persons.
The staff knows their customers well, The perf ormance in f acilitating
and knows, who would need the persons ser ved in having access to
appointment of a support person or advocates and/or supporting persons
an advocate. should be regular ly analyzed, in
addition to assessing the activit ies.
The service of support person was
started to be off ered r ecently. Oleks soovitatav pan na enam rõhku
tugiisiku ja/või eestkoste seadmise
Few years ago an inf ormation da y alasele teavitustegevusele.
was organized about having access
to advocates. Tugiisiku ja/või eestkoste seadmise
alase tegevuse enesehindam isele
Activit ies in inf orming clients about lisaks tuleks oma sellealast tegevust
having access to advocates and/or ka regulaarselt analüüsida.
support ing persons are assessed
annually.
20. The social service provi der defines an d documents its policy on
ethics that respects and assures the dignit y of the persons served,
protects them from undue risk and promotes soci al justice
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
In their work the employees f ollo w
the code of ethics of Hiiu SC.
All the employees were involved in
the development of the ethical
principles and are aware of what is
19
meant by the code.
Members of staff showed awareness
about the related ethic pr inciples.
The ethical principles respect and
assure the dignit y of the persons
ser ved, pr otect them f rom undue risk
and promote social justice.
New staff members are introduced
the ethical principles .
21. The social service provider operat es mechanisms w hich prevent
the physi cal, mental and financial abuse of users.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ica tion program
Strengths Improvem ent & developments
It is the dut y of the staff to ensure It would be advisable to describe the
that the customer s are protected mechanisms, which prevent the
f rom physical and mental violence, physical, mental and f inancial abuse
including both sexual and other wise of users in more detail in the policies
take advantage of the m and the use and procedur es of the organizat ion.
of their money.
The prevention measures should be
To prevent abuse, the employees regularly analyzed, in addit ion to
f ollow their job descr ipt ions, Rules of assessing the act ivities.
Work, Rules f or Staff , the Code of
Ethics and the Service Provision Oleks soovitatav kirjeldada meetmed
Standards. teenuse saajate f üüsiliseks,
vaimseks ja f inantsiliseks
A guidance f or preventing cr isis and ärakasutamiseks detailsemalt
acting in crisis sit uation has been asutuse poliitikates ja
developed. protseduur ides.
Members of staff showed awaren ess Ennet ustegevuse enesehindam isele
about the related principles and lisaks tuleks oma sellealast tegevust
20
procedures. ka regulaarselt analüüsida.
Hiiu SC evaluates its prevention
activities.
22. The social servi ce provi der provides services in a safe system of
w orking w ithin a safe environment to ensure the physical securit y of
persons served, their families and caretakers.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Hiiu SC provides services i n a saf e
system of working within a saf e
environment. Risk assessments of
the work place have been conducted
and related action plans created.
The Qualit y Manual and Rules of the
Organization describe the health and
saf ety principles in detail.
Besides addit ional detailed h ealt h
and saf ety procedur es f or staff have
been dr awn up.
The physical securit y of persons
ser ved and employees has been
ensured through these activit ies.
23. The social service provider defines, documents, monitors and
evaluat es a se t of principles, values and procedures that govern
behavi our in servi ce deli ver y containing aspects of confidentialit y,
accuracy, pri vacy and integrit y.
21
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUAS S Assurance certif ication program
Strengths Improvem ent & developments
The principles, values and
procedures in ser vice deliver y are
descr ibed mainly in the Qualit y
Manual and in Service Provision
Standards.
Employees also f ollow the code of
ethics of Hiiu SC.
It was demonstrated through the
inter views of staff that they ar e
aware of the et hical principles
related to their work.
24. The social service provider defines, documents, monitors and
evaluat es procedures for assuring confidentialit y of data regardi ng
the persons served and the service provided to them.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
There is a policy that regulates
assur ing conf ident ialit y of data
regarding the persons ser ved and
the ser vice provided to them .
The principles are over viewed
regularly.
22
25. The social service provider defines the roles and
responsibilities, authorities and the inter relation of all personnel
w ho manage, desi gn, deli ver, support and evaluate the service
provision to person served.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The necessar y roles and
responsibilities are descr ibed in the
statue of Hiiu SC and job
descr iptions of employees.
The relat ed roles and responsibilit ies
are presented in detail in the in the
Ser vice Provision Standar ds of Hiiu
SC.
Relevant inf ormation is available
also on the web pag e of Hiiu SC.
26. The social service provi der w orks in partnership w ith other
organisations in the provision of servi ce s.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Hiiu SC works closely with t he A f urther development would be
medical, work, educat ional and warming up relations with the
social organizat ions . A list of Puuet ega Inimeste Koda. This would
cooper ation partners has been made. help to activate cooperat ion also
with pr of essional organizations .
Hiiu SC has contracts wit h f inancing
body ( Hiiu Municipalit y Local Besides assessing the cooperat ion,
Gover nment) and some of the it would be advisable to a nalyze the
cooper ation partner s, f .e MTÜ Jääk
23
ja Praak. relat ions f .e using SW OT analysis.
W ith cooperation partners var ious Edasine areng võiks ette näha ka
projects and activities are organized, suhete soojendamist Puuetega
which also ser ve the ne eds and Inimeste Kojaga. See aitaks kaasa
expectat ions of societ y. ka koostööd elevdada er ialaste
organisatsioonidega.
Hiiu SC ser ves as t he tr aining base
f or students and a place f or Lisaks koostöö hindamisele oleks
alternative militar y service. soovitatav koost öösuht eid ka
analüüsida, nt viies läbi SW OT
Hiiu SC evaluat es the cooperat ion. analüüs.
F.e discussions with partners dur ing
annual planning process, also
discussions of joint activit ies and
projects, etc. Minut es of meetings
are prepared.
27. The social service provider w orks in partnership w ith persons
served, purchasers and other stakeholders in the development of
services.
Remark from the auditor: The ser vices of the social ser vice pr oviders me et
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The persons ser ved, purchasers and
other stakeholders are involved in
the development of ser vices of Hiiu
SC through meeting s and regular
other kind of contacts.
Sur veys of stakeholders are
organized to gain f eedback about the
needs, expectations and f eedback
concerning the ser vices .
It came out of the inter views wit h
24
co-operat ions partners and f unders
that they valued the synergy f rom the
cooper ation.
The partners showed high
appreciat ion to what and how Hiiu
SC delivers its ser vices and runs the
organizat ion.
28. The social service provi der includes persons served as acti ve
partici pants in planning and have set up appraisal made up of on-
going of an on -going structured dialogue process in the
management of the service, incl uding t he definition of the needs, the
definition of the services, as w ell as of the evaluation of qualit y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Clients are involved in the ser vice
planning, deliver y and appraisal It would be advisable to describe t he
procedure. principles and procedures f or the
involvement of persons ser ved (on
They part icipate in the drawing up of the level of the organization) in the
individual plans and the asses sment ser vice standards and also cover t he
of plans. topic in the qualit y manual of Hiiu
SC.
There regular meetings of clients Soovitatav on kirjeldada teenuse
representat ions. Ideas and proposals saajate kaasamise põhimõtted
that are made there, reach t he (organisatsiooni tasemel teenuse
management. arendam isse) teenuste standardites
ning ka Kvaliteedi käsiraamat us.
The criterion was ver if ied sat isf ied
also through exploring client work
documentat ion and through
inter views with staff and clients.
25
29. The social service provi der institutes an annual evaluation of
partici pation of persons served bot h on indi vidua l and/or group
basis.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The measures, activities and polic y
f or client participa t ion ar e agreed
with the persons served (client
representat ion) .
The clients’ r ights to be involved in
the development of the ser vice are
descr ibed in the r ights and duties of
the persons ser ved.
The policy and procedures f or
involvement are reviewed annu ally.
30. The social service provi der operates specific instruments f or
users to improve their personal empow er ment and personal situation
and that of their communit y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Empowerment of persons ser ved is
an int egral part of service deliver y.
Related act ivities were evidenced in
ser vices’ deliver y pr ocesses and also
came out f rom th e inter views wit h
staff and persons served.
Empowerment is described in the
26
qualit y manual of Hiiu SC. Hiiu SC
has recent ly started to use CARe
(Comprehensive Approach of
Rehabilitation) methodolog y.
Other examples of empowering
customers: t he use of alte rnative
communication, initiation of
workshops, init iation of musical
activities, entertainment in home
ser vice, deployment of picto’s, home
ser vice customer s’ events etc
The criterion was ver if ied sat isf ied
through exploring client work
documentat ion and through
inter views with staff and clients.
31. The social service provi der operates specific mechanisms for
establishing an empow ering environment.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Empowerment of persons ser ved is
an integral part of ser vice deliver y.
Related act ivities were evidenced in
ser vices’ deliver y pr ocesses and also
came out f rom the inter views w it h
staff and persons served.
The employees ar e trained about
empowerment . Ser vice Standards
include inf ormation about the
empowering environment.
Dutch delegations of specialists have
taught the staff of Hiiu SC many
27
methods, how to cope with and
empower individual customers.
The results of all r elated activities
are disclosed in the annual act ivit y
report of Hiiu SC.
32. The social servi ce provider sel ects programmes w hich are based
on a needs assessment at the location w hich is most convenient for
the person served, famil y and care takers
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Hiiu SC is located in the capital of To become more familiar with the
Hiiumaa island, in Kärdla and is well potent ial needs of the customers in 3
accessible to its customers, that years t ime, it would be advisable to
come f rom all over Hiiumaa. conduct a survey and do some
analysis and stat istics to have a
The needs of customers are taken better over view of the actual needs
into account, when improving the and numbers of potential clients.
ser vices.
Oma klient ide poten tsiaalset e
Hiiu SC has an over view of the vaj aduste paremaks mõistmiseks
needs of the persons ser ved kolme aasta perspektiivis on
(meetings with coopera tion partners, soovitatav läbi viia uuring ning
clients’ f eedback, minutes of analüüsida ja teha statistikat, et
meetings of client representations, saada par em ülevaade
individual plans of persons ser ved ). potentsiaalsete klientide vajadustest
ja arvudest.
Besides off ering services in Hiiu SC,
also home ser vices are off ered to
customers, who need assistance at
home and are not able to come to
the center.
28
33. The social service p rovider offers programmes consistent w ith
the identified needs of its customers and objecti ves for the
programme.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Hiiu SC does cooperation wit h the
f unding bod y and has ascertained
the needs and expectations of them.
The needs of diff erent stakeholders
been discussed during meetings and
during daily cooperation (though
e-mails, telephone) .
Hiiu SC uses diff erent methodologies
to conduct its wor k, f .e TeaCHH,
Give me 5, Steps, CARS test etc,
depending on the individual needs of
the customers.
34. The social service provi der operates indi vidual processes that
are dri ven by the nee ds of the person served.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The individual plan s of the person s
ser ved contain inf ormation about the
customers, their condit ion and
their ident if ied needs and
expectat ions, which was verif ied b y
examples of client documentation
seen during the site visit.
29
The activit ies f oreseen in plans are
put into action and after a while the
plans are reassessed.
35. The social service provider documents the planni ng of services
based on the ident ification of indi vi dual needs and expectations of
persons served in an Indi vidual Plan.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The clients’ individual needs and
expectat ions are wr itten down in the
individual plan s.
The individual plans involve all the
inf ormation set by the criter ion and
are agreed by the persons ser ved:
a. the desir ed sit uat ion of the
person being served.
b. overall goals
c. specif ic measurable objectives
d. methods / techniques / inter vent
ions to be used
e. staff involved and responsibilities
f or implementation.
This was ver if ied by examples of
client documentation seen during the
site visit and was also conf irmed
during the inter views with persons
ser ved.
30
36. The social service provider identif ies, documents, and maintains
the key servi ce deli very processes to the persons served in line w ith
its vision, mission statement and quali t y policy.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The main ser vice deliver y pr ocesses Complement the Standard f or Day
of Hiiu SC are called Ser vice Care with the details concerning the
Standards, which are available on ending of the service.
the home page of Hiiu SC.
Täiendada päevahoiuteenuse
The service deliver y processes are standardit teenuse lõppem ist/
in line wit h Hiiu SC ’s vision, mission lõpetamist puudutavat e detailidega.
and qualit y pr inciples.
All processes are regularly reviewed
by the manager in cooper ation with
the staff members .
37. The social service provi der review s this delivery process and
maintains control over the deli very of t he servi ce.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Hiiu SC reviews the service deliver y
process es per iodically.
Regular meetings, checks, reviews
and controls are conducted to assur e
maintaining control over the deliver y
of services.
The individual action plans’ qualit y
31
has been reviewed by t he manager
and recommendations have been
made to improve them.
38. The social service provider ensures that the person served can
access a continuum of servi ces that span from earl y int ervention to
support and respond to changing requi rements over time.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Hiiu SC ensures t hat the person s
ser ved can access a continuum of
ser vices as n eeds of persons served
are evaluat ed and descr ibed in
individual plans. According to the
individual plans, necessar y ser vices
are provided.
As the disabled children grow out of
the Cilhdr ens’ Center, they mov e
f orward to the Adults’ Care Center.
The continuation of service deliver y
is monitored and evaluated regular ly.
The auditor evidenced examples of
individual plans, minutes of meetings
and reports.
39. The social service provi der develops a seamless co ntinuum of
services and reduces barriers in a multi -disciplinary or multi -agenc y
setting.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
32
Strengths Improvem ent & de velopments
Annual act ivit y reports are An idea would be to create a register
composed, which address the of obstacles in client work to gather
continuum of services . inf ormation about incidents a nd t o
lear n f rom them.
Obstacles in work ar e discussed and
lessons are learnt f rom them. Idee oleks luua takistuste register, et
koguda inf ormatsiooni klient idega
Clients’ needs are assessed by a töös ette tulnud takistuste kohta ja
team of experts and the results are nendest õppida.
document ed in the individual p lans.
The criterion was verif ied f ulf illed by
also explor ing the client work
documentat ion, where evidence was
f ound about multidisciplinar y
approach.
40. The social service provi der operates servi ces from a holistic
approach based on the needs and expec tations of the person served
w ith the aim of improving the qualit y of life for the person served.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Hiiu SC uses client -centered holistic
approach, which is aimed to improve
client ’s qualit y of lif e.
The qualit y of lif e init iat ive’s
eff ectiveness is measured and
reported in individual plans . Qualit y
of lif e has been def ined also in the
Qualit y Manual of Hiiu SC.
CARe methodoly has been recently
started to be used Hiiu SC, which is
33
a helpf ul tool in measuring the
qualit y of lif e of persons ser ved.
The criterion was verif ied f ulf illed by
also explor ing the client work
documentat ion, w here evidence was
f ound about measur ing the qualit y of
lif e.
41. The social service provider identif ies the needed competences,
skills and support for staff to enhance the qualit y of life for person
served.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The necessar y competences and
skills are described in job
descr iptions of Hiiu SC.
These are evaluated annually during
employees’ perf ormance evaluations.
Trainings (relat ed to qualit y of lif e
issues) are provided to employees,
which was evidenced by training
plans of Hiiu SC and came out f rom
inter views.
42. The social service provider identifies its business results and
provides formal periodic and independent revi ew and procedures t o
achieve the targeted results.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
34
Strengths Improvem ent & developments
The results of the activities of Hiiu In order to better meas ure the
SC ar e reported in annual activit y perf ormance of the organization
reports. against its object ives, it would be
advisable to start using concret e
The board ( of guardians) reviews the perf ormance indicators.
annual reports.
Et asutus saaks oma eesmärkide
The Social Insurance Board conducts täitmise tulemusi paremini mõõta,
also sur veillance over the work of oleks soovitatav hakata kasutama
Hiiu SC. konkreetseid tulemusin d i kaatoreid.
43. The social servi ce provi der identifies and registers the outcomes
and benefits for person served of the recei ve services on individual
and collecti ve basi s.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Hiiu SC gather s and documents It would be advisable to analyze the
inf ormation regarding results of collect ive results, besides making a
providing ser vices (both on summary of them.
individual and collective basis).
Also, the benef its on individual and
This inf ormation is available in on collective level should be
individual reports and a summar y is analyzed and more clearly presented
presented also in the annual act ivit y in f uture.
report of Hiiu SC.
Lisaks kollek tiivs etest tulemustest
kokkuvõtte tegemisele oleks
soovitatav neid ka analüüsida.
Samuti t uleks individuaalsete ja
kollektiivsete tasandite tulemust e
kasutegureid selgemalt analüüsim a
ja esitama.
35
44. The social service provider evaluates its business results in order
to determine best value for purchasers and funders ( ‘best value’ can
also be expressed in relation to the increased qualit y of life offered to
the person bei ng served).
Remark from the a uditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Hiiu SC evaluates the results and The added value of ser vices r esults
added value of its work during and f or the qualit y of lif e cou ld be
meetings with staff and with more clearly present ed in the annual
cooper ation partners, and also report.
through clients’ and other
stakeholders’ sur veys . Teenuste tulem uste lisaväärtust ja
eluk valit eeti mõjutanud lisaväärtust
Related inf ormation is also ref lected võiks selgemini esitada aasta
in the individual plans and aruandes.
summarized in the annual act ivit y
report.
45. The social service provider evaluates the indi vidual and
collecti ve satisfact ion of per sons served and other stakeholders by
internal and/or external evaluation.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Hiiu SC organizes r egular sur veys t o
receive f eedback f rom the persons
ser ved and their f amilies.
Also the satisf action of other
stakeholders is evaluated by using
diff erent means like meetings,
36
questionnaires , roundtables etc.
Feedback is disclosed on the ho me
page of Hiiu SC.
46. The social service provider provides accessible and easil y
understandable records on outcome, including personal perception
and achievements
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iteri on of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The records on outcome are
communicated to stakeholders, staff
and persons ser ved . This is done
using var ious communication
approaches depending on the group
of clients.
Annual activit y r eports include
personal perceptions and
achievements. The achievements of
clients ar e presented and their
satisf action with their services.
47. The soci al service provider acti vel y disseminates organization
performance among its sta ff, service users and external
stakeholders.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Hiiu SC reports its perf ormance t o
f unding bodiy, staff and ser vice
37
users.
Related inf ormation is also available
on the home page of Hiiu SC.
Inf ormation is disseminated through
home page, act ivit y reports, staff
meetings, client representat ion
meetings, etc.
48. The social service pro vider has a standard procedure for
continuous improvement on the basis of an improvement cycle.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The PDCA cycle is used and
descr ibed in the annual planning
procedure of Hiiu SC. Annual plans
are drawn up and ar e reviewed.
All the process and activit ies are
reviewed regular ly.
The results and per f ormance of Hiiu
SC is measured and described in
annual activit y reports.
Qualit y improv ement projects are
document ed. F.e Dutch students
programs.
49. The social service provi der identifies performance i ndicators for
measuring the results of the improvement actions.
Remark from the au ditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
38
Strengths Improvem ent & developments
All improvement programs are
document ed, they include goals and
respect ive perf ormance indicators .
This was verif ied through inspecting
f ew examples during site visit.
F.e CARe methodolog y f or client
work.
50. The servi ce provider introduces and manages innovative w ays of
w orking that have been identified based on the needs of
stakeholders.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Hiiu SC f inds ways of being More attent ion should be paid to the
innovat ive, taking into account the documentat ion of innovat ions
needs and expectati ons of projects in f uture.
stakeholders.
Tulevikus tuleks
Good pract ices and contemporar y innovatsioonip r ojektide
approaches are used in developing dokumenteerim isele en am
ser vices. tähelepanu pöörama.
Hiiu SC uses innovative methods f or
working f .e Pictos, PCA pictures etc .
All related inf ormation was verif ied
to be documented and inf ormation
about the projects is also available
on the home page of Hiiu SC.
39
4. Agreed additional development / improvements
The applicant decided on the following improvement actions and/or
additional development for the period of two years:
Short descript ion of the actions
(including SMART objectives)
1. Improve t he documentat ion administrat ion system of Hiiu SC by
Leader- gathering the most important regulative documents together to
ship the Qualit y Manual or adding inf ormation about them to the
(criteria Qualit y Manual.
2, 3, 6)
Review the Qualit y Manual, so that it covers inf ormation and
work principles t hat are f ollowed in ever yday work.
Put in place documentation register, to have an over view of the
exist ing documents.
Amend the f eedback system by developing alternative
inf ormation gathering methods. Review the existing
questionnaires.
Start using perf or mance indicators and set target levels, to
improve the annual planning process.
***
Täiustada Hiiu SK dokumendihaldussüsteemi, kogudes kõige
olulisemad regulatiivsed dokumendid kokku kvaliteedi
käsiraamatusse või lisades inf ormatsioon nende kohta kvaliteed i
käsiraamatusse.
Üle vaadata kvaliteedi käsiraamat, et see sisaldaks ka tegelikus
igapäevases elus järgitavad tööpõhimõtteid.
Sisse seada dokumendir egister, et asutusel oleks olemas
ülevaade olemasolevast dokumentatsioonist.
Töötada välja alter natiivsed i nf ormatsiooni kogumise meetodid.
Vaadata üle olemasolevad küsimust ikud.
Kasutusele võtta tulemuslikkuse näitajad ja määratleda
oodatavad saavutustasemed aastase planeer imise protsessis.
Person responsible / vast utaja: juhataja / general manager
Due dat e / tähtaeg: 30.06.2017
2. Staff Systematically collect inf ormation about the trainings of staff and
40
and conduct an analysis concerning the annual training activities.
ethics,
criteria Conduct an analysis concerning the annual perf ormance re views.
8, 12,
14, 19, Descr ibe pr inciples f or staff involvement and recognit ion in the
21 Qualit y Manual.
Descr ibe in more detail the abuse prevent ion methods of
customers.
***
Süstemaat iliselt koguda inf ormatsiooni t öötajate koolituste kohta
ja analüüsida koolitustegevust.
Analüüsida iga -aastaste arenguvest luste t ulemusi.
Kirjeldada kvaliteedi käsiraamatus t öötajate kaasamise ja
tunnustamise põhim õtted.
Kirjeldada detailsemalt klient ide är akasutamise ennetamise
meetmed.
Person responsible / vast utaja: juhataja / general man ager
Due date / tähtaeg: 30.06.2017
3. Warm up the relat ions with Puuetega Inimeste Koda and activat e
Coopera cooper ation with prof essional organizations of customers.
tion,
***
criterion
26 Soojendada suhteid Puuetega Inimeste Kojaga. Elavdada
koostööd klientide or ganisatsioonidega.
Person responsible / vast utaja: juhataja / general manager
Due date / tähtaeg: 30.06.2017
4. Descr ibe t he pr inciples and procedures f or the involvem ent of
Partici- persons ser ved (on the level of the organi zat ion) in the ser vice
pation, standards and also cover the topic in the qualit y manual of Hiiu SC.
criterion
28 ***
Kirjeldada teenuse saajate kaasamise põhimõtted (organisatsiooni
tasemel teenuse arendam isse) teenuste standardites ning ka
kvaliteedi käsiraamatus.
Person responsible / vast utaja: juhataja / general manager
Due date / tähtaeg: 30.06.2017
41
5. Conduct a sur vey and analysis / statistics to have a better
Person over view of the actual and f uture needs ( 3 years) and numbers of
centered potent ial clients.
criterion
32 ***
Läbi viia uur ing ning analüüsida / teha statistikat, et saada
parem ülevaade potentsiaalsete klientide praegustest ja
tulevastest (kolme aasta perspektiivis) vajadustest ja ar vudest.
Person responsible / vast utaja: juhataja / general manager
Due date / tähtaeg: 30.06.2017
6. Complement the Standard f or Day Care with t he details
Compreh concerning the ending of the service.
ensive-
ness Create a regist er of obstacles in client work.
criteria
36, 39 ***
Täiendada päevahoiuteenuse standardit teenuse lõppem ist/
lõpetamist puudutavate detailidega.
Luua klienditöö takistuste register.
Person responsible / vast utaja: juhataja / general manager
Due date / tähtaeg: 30.06.2017
7. Result Start using perf ormance indicators in the an nual planning
orinetati process.
on
criteria Analyze the collective results, besides making a summar y of
42, 43, them.
44
Analyze and present the benef its on individual and on collective
level more clearly in f uture.
Present more clear ly in the annual report the added value of
ser vices r esults and f or the qualit y of lif e.
***
Võtta kasutusele tulemuslikkuse näitajad.
Analüüsida ja esitada kollektiivseid tulemusi lisaks nendest
kokkuvõtte tegemisele edaspidi selgemalt.
Selgem ini esitada aasta aruandes teenuste tulemuste lisaväär tus
ja eluk valiteeti mõjutanud lisaväärtus.
42
Person responsible / vast utaja: juhataja / general manager
Due date / tähtaeg: 30.06.2017
8. Pay more attent ion t o the documentation of innovation projects in
Cont inuo f uture.
us
improve ***
met
criterion Tulevikus pöörat a enam tähelepanu innovatsioonipr ojektide
50 dokumenteerim isele.
Person responsible / vast utaja: juhataja / general manager
Due date / tähtaeg: 30.06.2017
5. Closing remarks
Hiiu Valla Social Center (f ormer Kärdla Social Center) was established on
01.01.2015, by joining together Kärdla Social Center and Lauka Day
(activit y) Center.
The Social Cente’s goal is to organize, develop and off er social ser vices to
disabled people, f or children with special needs, elder ly and other people
who need that kind of service s to cope with ever yday lif e.
To f ulf ill the goals the Social Center, the Center off ers:
daycare ser vice to children wit h special needs until the end of the basic
school – f or 7 childr en;
the support person service to disabled children – f or 1 autist ic bo y;
welf are services to mentally disable grownups – f or 39 clients ;
home ser vice to elderly – f or 24 clients.
The principles and t he work of the Social Center are based on:
clients’ needs;
support ing the diff erent targets based on their special needs ;
f undamental rights of clients ;
ethical norms of social work .
The preparat ions f or EQUASS Qualit y Assurance certif icat e wer e started
approximately t wo years ago . The aim of starting to implement the qualit y
system was t o better organize and make the management o f the organizat ion
43
more systematic. The ser vices were delivered with high qualit y and were
improved all the time already bef ore, believes the general manager of the
organizat ion. The objective was to get assurance and to prove also t o the
wider societ y, th at the Hiiu Social Cent er – a small ser vice provider on the
island of Hiiumaa – is able to deliver service that corr esponds to European
Standards.
Hiiu SC is a well-managed social ser vice provider, with a strong leader in
f ront of the organization and prof essional staff delivering the s er vices. The
organizat ion was described as always looking f or new, adaptable to change
and innovative by the cooperation partners. Cooper ation part ners valued the
partnership and its product ivit y hig hly. The persons ser ved wer e ver y
satisf ied with the services that they received and with the eff ort that the
organizat ion does to improve t he qualit y of lif e of the persons ser ved. Hiiu
SC does not only think about their clients, but also put a lot of eff orts in the
teaching of t heir r elat ives and close ones and organizing events and
gatherings f or them.
Hiiu SC implements holist ic and person -centered appr oach in its ser vice
provision, taking int o the needs of both ser vice users and the societ y in
general. The persons ser ved ar e s ystem atically empowered and the aim is to
raise the qualit y of their lives. Hiiu SC has recently started to use CARe
methodolog y in client work and sees great potential in this methodolog y.
The auditor experienced on site that t he social ser vice provider Hiiu SC
perf orms in compliance with the EQUASS Assurance criteria. The
inter viewed representativ es of cooperation partners, f inancing body,
employees of Hiiu SC and persons ser ved conf irmed this, which was
ref lected in their satisf action.
During the audit the organization showed many examples of good pract ice,
especially in the f ield of person cent ered appr oach , co- operat ion with
partners in Estonia and abroad and innovative thinking and acting .
The whole staff was kind and cooperat ive in introducing the w ork of Hiiu SC,
f inding necessar y evidential mater ials and shar ing inf ormation about f ulf illing
EQUASS cr iteria.
For the per iod of following two years, some improvement actions were
agreed that are brought out i n part 4 of the audit report. An over view of
suggestions f or improvement that are mentioned under the specif ic criter ia is
44
given as well in part 3.
The impro vement ar eas included better organizing the documentation of the
organizat ion, impr oving the Qualit y Manual and other documentation of the
organizat ion, conducting analyses in several f ields and starting to use
perf ormance indicators to be more result oriented.
After verif ication of the indicators by r eviewing documentation, conduct ing
inter views and perf orming site visit s, the auditor was conf irmed that the
criteria f or qualit y assurance of the European Qualit y f or Social ser vices
were f ulf illed. The auditor was convinced that Hiiu SC is devot ed to qualit y
assurance and improvem ent in its work and delivers ser vices of high qualit y.
***
Hiiu Val la Sotsiaalkeskus (varem Kärdla Sotsiaalkeskus) on loodud
1. jaanuar il 2015, Kärdla Sotsiaalk eskuse ja Lauka Päevakeskuse
ühinemisel.
Sotsiaalkeskuse tegevuse eesmärgiks on sotsiaalteenuste korraldamine,
osutamine ja arendamine puuetega inimestele, erivaj adustega lastele,
eakatele ja teist ele abivajajatele toimetuleku soodustamiseks ja
säilitamiseks.
Seatud eesmärkide saavutamiseks osutab sotsiaalkeskus järgmisi teenuseid:
päevahoiuteenust puuetega lastele kuni põhikooli lõpetamiseni - teenusel
7 last;
tugiisiku teenus puuetega lastele – ühele autist likule lapsele;
erihoolekande t eenused täisealistele psüühilise er ivajadusega inim estele
– 39 täiealisele kliendile;
koduteenus eakatele – 24 eakale kliendile.
Sotsiaalkeskuse tegevuse peamine põhimõte on sotsia alteenuste
arendam ine, m is läht ub:
kliendikesksest lähenemisviisist teenuste osutamisel;
erinevate sihtrühmade iseseisva toimetuleku igakülgsest toetamisest;
teenuse saajate põhiõiguste järgimisest;
sotsiaaltöö eet ikanor mide järgimisest.
Ettevalmistused EQ UASS Assurance Kvaliteedi süst eemi rakendamiseks
45
algasid ligikaudu kaks aastat tagasi. Kvaliteedi süsteemi rakendam a
hakkamise eesmärk oli parem ini organiseerida organisatsiooni tööd ja muuta
asutuse juht imine süstemaat ilisemaks. Asutuse juhi hinnangul osu tat i
teenuseid kõrgetasemeliselt juba var em ning neid täiustati kogu aeg.
Eesmärk oli saada kindlust ning tõestada ka laiemale üldsusele, et Hiiu Valla
Sotsiaalkeskus – väike teenuse osutaja Hiiumaa saarel – on võimeline
osutama Euroopa standarditele vasta vat teenust.
Hiiu Valla Sotsiaalkeskus on hästi juhitud sotsiaalteenuse osutaja, mille
eesotsas on tugev juht ja teenuseid osutab prof essionaalne personal.
Koostööpartner id kirj eldasid asutust kui alat i ettepoole vaatavat, muutustega
kaasaminevat ja innov atiivset. Koostööpartnerid hindasid tehtavat koostööd
ja selle tulemuslikust kõrgelt. Teenuse saajad olid väga rahul saadavat e
teenustega ning pingutusega, mida asutus teeb, et teenuse saajate
eluk valit eeti t õsta. Hiiu Valla Sotsiaalkeskus ei mõtle vaid ki tsalt oma
klient ide peale, vaid paneb rõhku ka nende sugulaste ja lähedaste harim isele
ning nendele ür itust e ja kohtumise korraldamisele.
Hiiu Valla Sotsiaalkeskus rakendab ter viklikku ja teenuse saaja keskset
lähenem ist oma teenuste osutamisel, võttes arv esse nii teenuse saajate kui
ka laiema ühiskonna vajadusi. Asutus tegeleb j ärjepidevalt t eenuse saajate
jõustamisega ning eesmärk on tõsta nende eluk valit eeti. Hiiu Valla
Sotsiaalkeskus hakkas hiljuti kasutama CARe metoodikat klienditöös ning
näeb selle metoodika rakendamisel suurt potentsiaali.
Kohapeal koges audiitor, et sotsiaalteenuse osutaja Hiiu Valla
Sotsiaalkeskus tegutseb vastavuses EQUASS Assurance kriteeriumit ega.
Intervjuud huvigruppide ja rahastaja esindaja ga, asut use töötajatega ja
teenuse saajatega samuti kinnitasid seda, mis välj endus nende rahulolus.
Auditi käigus oli asutusel ette näidata mitmeid häid pr aktikaid ja saavutus i
EQUASSi põhimõt ete täitmisel, eelkõige isikukeskses lähenemises, koostöös
nii Eest is kui välism aal ning innovaat ili ses mõtlem ises ja käitumises.
Kogu asutuse töötaj askond oli lahke ja koostööaldis Hiiu Sotsiaalkes kuse töö
tutvustamisel, vajaliku tõendusmaterjali leidmisel ning inf ormatsiooni
jagamisel EQUASS - i kriteeriumite täitmise kohta.
Järgnevaks kaheks aastaks l epiti kokku mõned parendustegevused, mis on
välja toodud aruande 4 -ndas osas. Ülevaade par endussoovit ustest
konkreetsete kriteeriumite lõikes on esitatud ka aruande 3 - ndas osas.
46
Parendusvaldkonnad hõlmasid asut use dokumentatsiooni paremat
organiseerim ist, kvaliteedi käsiraamat u ja teiste asutuse dokumentide
täiendamist, erinevat es valdkondades analüüside läbiviimist ning
tulemuslikkuse näitajate kasutusele võtmist, et olla enam tulemustele
orienteer itud.
Pärast indikaator itele vastam ise tõendamist, tutvud es dokumentatsiooniga
ning viies läbi inter vjuud, oli audiitor veendunud, et kriteeriumid Eur oopa
kvaliteedimärgi jaoks sotsiaalteenustes on täidetud. Audiitor sai
veendumuse, et Hiiu Sotsiaalkes kus on pühendunud oma töös kvaliteedi
tagamisele ja täiustami sele ning osutab kõrge kvaliteediga teenuseid.
Tallinn, 30. 06.2015
Mar iliis Männik -Sepp
EQUASSi auditor / EQUASS auditor
47
EQUASS ASSURANCE APPLICATION
ADDITIONAL INFORMATION
1. Short information about the organisation in the nati ve language
Hiiu Valla Sotsiaalkeskus(varem Kärdla Sotsiaalkeskus) on loodud 1.
jaanuaril 2015, Kärdla Sotsiaalkeskuse ja Lauka Päevakeskuse ühinemis el.
Sotsiaalkeskuse tegevuse eesmärgiks on sotsiaalteenuste korraldamine,
osutamine ja arendamine puuetega inimestele, erivajadustega lastele, eakatele
ja teistele abivajajatele toimetuleku soodustamiseks ja säilitamiseks .
Seatud eesmärkide saavutamiseks täidab sotsiaalkeskus järgmisi ülesandeid:
osutame päevahoiuteenust puuetega lastele kuni põhikooli lõpetamiseni
- täna teenusel 7 last
pakume tugiisiku teenust puuetega lastele – täna ühele autistlikule
lapsele;
osutame erihoolekande teenuseid täisealist ele psüühilise erivajadusega
inimestele – täna 39 täiealisele kliendile;
osutame koduteenust eakatele – täna 24 eakale kliendile
Sotsiaalkeskuse tegevuse peamine põhimõte on sotsiaalteenuste arendamine,
mis lähtub:
1) kliendikesksest lähenemisviisist teenu ste osutamisel;
2) erinevate sihtrühmade iseseisva toimetuleku igakülgsest toetamisest;
3) teenuse saajate põhiõiguste järgimisest;
4) sotsiaaltöö eetikanormide järgimisest.
2. Short information about the organisation in English (acti vities,
clients, etc.)
Hiiu Valla Socialcenter (former Kärdla Socialcenter) is established
1.01.2015, by joining together Kärdla Socialcenter and Lauka
Day(activit y)center.
The Socialcenter goal is to organize, develop and offer social services to
disabled people, for children with special needs, elderl y and other people
who need that kind of services to cope with everyday life.
To fulfill the goals the Socialcenter, we:
1
- offer daycare service to children with special needs until the end of the
basic school - for 7 children today
- offer the support person service to disabled children - for 1 autistic boy
today
- offer welfare service to mentall y disable grown ups - for 39 clients today
- offer home service to elderl y - for 24 clients today
The principles and the work of the Socialcenter are based on:
- clients needs
- supporting the different targets based on their special needs
- fundamental rights of clients
- ethical norms of social work
3. Name of the organisation as you w ould w ant it to appear on the
EQU ASS Assurance ce rtificate
Hiiu Valla Sotsiaalkeskus
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:
Hiiu Valla Sotsialkeskus
lastekeskus – päevahoiuteenus
tegevustub a - erihoolekandeteenused,
koduteenused
5. Organisation’s logo
to be published on EQUASS website:
2
Name of the organi sation: Hiiu Valla Sotsiaal keskus
Post address: Vabaduse 47
Director: Elle Vool ma
Contact person: Elle Voolma
Email: elle@sotsiaa lkeskus.ee
Web: w ww.sotsiaalkeskus.ee
3
Maarika Aro
Saatja: Maarika Aro
Saatmisaeg: 5. juuli 2015. a. 23:20
Adressaat: 'guusbeek'
Koopia: 'Marie Dubost'; Keiu Talve
Teema: Hiiu Valla Sotsiaalkeskus audit report
Manused: Additional Information Form.doc; Asutuse auditi külastus Kärdla.docx; EQ_Audit
Report_Hiiu_Valla_SK.doc; Hiiu Valla Sotsuaalkeskus EQUASS_taotlusvorm_2014.xlsx
Dear Marie, Dear Guus,
Attached you’ll find an audit report and other documents of Hiiu Valla Sotsiaalkeskus EE2015-010.
Please let Keiu to know in case there are some comments about the report.
NB! There is one tecnical issue in Leadership section – one X is missing- 1 a ( aplicant could not put the X there).
Best regards,
Maarika
1
EQUASS ASSURANCE
ASUTUSE KÜLASTUSE
ETTEVALMISTAMISE VORM
Asutuse külastus: 17.-18. juuni 2015
Hiiu Valla Sotsiaalkeskus
Mariliis Männik-Sepp
© 2012 by European Quality for Social Services (EQUASS)
Kõik õigused kaitstud. Antud dokumendi elemente ei tohi paljundada, kopeerida ega muul elektroonilisel moel
salvestada ilma EQUASS kirjaliku loata.
Asutuse külastuse ettevalmistamise küsimused
EQ U AS S As s ur a n c e t ao t lus v or m i le j a a nt ud l is ai nf orm ats i oo n i l e p õh i n ed es pa l um e
te i l e tt e va lm is t us ek s v as t at a j är g ne v at e l e s e l gi t us t n õ ud v at e l e k üs i m us tel e :
Üldised teemad
1. Miks alustasite EQUASSi rakendamisega ja mida on kvaliteedi süsteemi
rakendamisega saavutatud?
2. Mida olete teinud teenuste kvaliteedi tagamiseks ja tõstmiseks oma
asutuses?
3. Kuidas o n kvaliteedisüsteemi rakendamine m õjutanud asutuse juhtimist ja
perso nalijuhtimist? Millised muutused on toimunud?
4. Kirjeldage oma asutuse põhiprotsesse: planeerimise protsessi, kestva
arengu protsessi (PDCA tsükli) ja teenuste o sautamise protsessi rakendamist
oma asutuses.
5. Millised on asutuse huvigrupid?
6. Kellega ja millist koostööd teete ning millist lisaväärtust s eeläbi olete
saavutanud?
7. Kuidas kaasate teenuse saajaid, personali ja muid huvigruppe teenuste
arendamisse?
8. Milliste ko gukonnpõhiste tegevustega olete seotud olnud ja kuidas
ühiskonnale lisaväärtust pakkunud?
9. Milliseid parendusprojekte/ innovatsioonipro jekte olete ellu viinud?
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2
1. Kvaliteedi põhimõtetele ja EQ U ASS Assurance kriteeriumitele
vastavuse küsimused / teemad:
Te en us e s a aj a d
Huv i gr up i d
P er s o n a l
J uh a ta j a
Juht im in e
1. Missioon, visioon ja kvaliteedistandard
1.1. Millised on visioon, missioon ja väärtused? Kus
need on dokumenteeritud ja kuidas nendest
töötajad teav itatakse?
1.2. Millised on kvaliteedi alased eesmärgid ? Kus
need on dokumenteeritud? x x
1.3. Millised on pikaajalised eesmärgid ? Kus need on
dokumenteeritud ja kuidas nendest töötajad
teavitatakse?
1.4. Kuidas o n tagatud järjepidev areng (PDCA tsükli
toimimine)?
2. Kommuni katsi oon
2.1. Kuidas o n klientidel, nende pereko nnaliikmetel
ja teenuse saajate organisatsioonidel võimalus
anda tagasisidet teenuste ja programmide ko hta
(nii isikliku, kui kollektiivse kogemuse alusel)?
Kuidas huv igruppide (rahastajad, kliendid,
perso nal) tagasiside dokumenteeritakse?
2.2. Kuidas asutus informeerib pakutavatest x x x x
programmide ja teenustest kõiki huvigruppe? Sh
2.2.1. teenuste ja programmide arendamine
2.2.2. protsessid ja protseduurid
2.2.3. organisatsiooni tegevuse
2.2.4. eesolevad sündmused/ üritused
2.2.5. töötajate kaasamise ja arenguvõimalused
3. Aastaplaani koostami ne
3.1. Kirjeldage aastase planeerimise ja ülevaatamise/ x
hindamise protsessi (sh rakendam ne ja
ülevaatamine) ! Kus on see dokumenteeritud?
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3
3.2. Kas aastaplaan sisaldab endas:
3.2.1. SMART eesmärke?
3.2.2. vajalikke tegevusi?
3.2.3. Mõõdetavaid tulemusi?
3.2.4. tegevuse ülevaatamist eesmärkide
saavutamisel (sh hindamiseks ja
läbivaatuseks ette nähtud ajakavad ja
tegevused)?
4. Panus ühiskonda
4.1. Kuidas asutus rahuldab ühiskonna ootusi ja
vajadusi?
4.1.1. Kuidas küsitakse tagasisidet ühiskonna
erinevatelt huvigruppidelt?
4.1.2. Tooge näiteid tegevuste kohta , mis on
suunatud ühiskonna vajaduste x
rahuldamiseks?
4.2. Milliste tegevustega asutus näitab üles
sotsiaalset vastutust; millega panustab
ühiskonda?
4.2.1. Milliste ko gukonnapõ histe tegevustega
asutus tegeleb? Millised tegevused on
andnud lisaväärtust ühiskonnale?
P er so na l
1. Personali juhtimi ne
1.1 Kirjeldage personali värbamis - ja ametis
hoidmise korda ! Kus see on dokumenteeritud?
1.1.1 Kas see sisaldab kriteeriume personali
värbamiseks?
1.1.2 Kas see põhineb töötajate teadmistel,
oskustel ja kompetentsidel ?
1.2 Kirjeldage asutuse võrdsuse ja x x
diskrimineerimis e vastasuse põhimõtteid! Kus
need on dokumenteeritud?
1.3 Kuidas o n tagatud, et töö toimub õigusaktidega
kooskõlas?
1.3.1 Kuidas o n tagatud töö ks sobivad tingimused ?
Kuidas asutuses hinnatakse töötingimusi ?
1.3.2 Millised on töötajate tunnustamise
põhimõtted?
2. Personali kvalifikatsioon j a arendamine x x
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2.1 Kuidas toimub koolitus- ja arengukava
koostamine ja elluviim ine?
2.1.1 Kas plaan on dokumenteeritud ja seda
vaadatakse üle?
2.1.2 Kuidas toimub töötajate arenguvajaduse
väljaselgitamine?
2.1.3 Milliseid andmeid säilitatakse toimunud
koolituste kohta?
2.1.4 Kuidas asutus hindab koolituste efektiivsust ?
2.2 Kuidas o n määratletud ja kus on kirjeldatud
perso nali rollidele ja funktsioonidele vastavad
kompetentsusnõuded?
2.2.1 Kuidas neid hinnatakse?
2.2.2 Kuidas o n korraldatud otseselt teenust
osutava personali jälgimine ?
3. Personali kaasami ne
3.1 Millised on töötajate kaasamise põhimõtted
(asutuse tegevuste täiustamisse, teenuste
arendamisse ja personali arendamisse)?
3.1.1 Kus need põhimõtted on kirjeldatud?
x x
3.1.2 Kuidas dokumenteeritakse kaasamise läbi
saadud tagasiside?
3.2 Millised on perso nali rahulolu tagamise ja
motiveerimise põhimõtted ? Kas neid
mõõdetakse, dokumenteeritakse,
analüüsitakse?
Õ igu se d
1. Õigused j a kohustused
1.1 Kirjeldage teenuse saajate õiguseid ja kohustusi !
Kus need on dokumenteeritud?
1.2 Kas need on vastavuses rahvusvaheliste hartadega?
Millistega?
1.3 Kuidas teavitatakse personali klientide õigustest ja x x x
kohustustest?
1.4 Kuidas teavitatakse kliente nende õigustest ja
kohustustest?
2. Kirjeldage kaebustega tegelemise süsteemi ! Kuidas
saab kaebusi esitada ja nende lahendamise kohta
infot?
3. Enesemääramisõigus x x x
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3.1 Kuidas näidatakse üles poolehoidu teenuse saaja
enesemääratluse osas ?
3.1.1 Kuidas asutus hindab oma sellekohast tegevust?
4. Kuidas asutus toetab teenuse saajat eestkostja
(eestkõneleja) ja/või tugiisiku leidmisel?
4.1.1 Kuidas asutus hindab oma sellekohast tegevust?
E eti k a
1. Eetika eeskiri/ kord
1.1 Millised on asutuses kehtivad eetilised põhi mõtted,
väärtus hinnangud j a tegevused, millest lähtutakse
teenuse osutamisel? Kus need on dokumenteeritud?
Kuidas neist o n töötajaid teavitatud?
1.1.1 Kas eetika koodeks käsitleb teenuse saajate
väärikuse temaatikat, kaitseb neid lubamatu riski
eest ja edendab sotsiaalset õiglust ?
1.1.2 Milliseid tegevusi tehakse teenuse saaja
füüsilise, vaimse ja m ajandusliku ärakasutamise
ennetamiseks ?
1.2 Mida on asutuses tehtud töökeskkonna tur valisuse x x
kindlustamiseks ning teenuse saajatele turvalise
keskkonna ja füüsilise turvalisuse tagamiseks?
1.2.1 Milline on asutuse töötervishoiu ja turvalisuse
plaan? Kuidas on korraldatud riskianalüüs?
Milliseid tegevusi tehakse töötervishoiu ja
turvalisuse tagamiseks?
1.3 Kuidas o n tagatud andmete konfidentsiaalsus ?
1.3.1 Kus on andmekaitse protsess dokumenteeritud ja
kuidas toimub selle ülevaatamine?
1.3.2 Kuidas teenuse saajad oma andmetele ligi
pääsevad?
2. Rollid ja vastutus
2.1 Kuidas ja on määratletud teenuse juhtimise, disaini,
osutamise, toetamise ja hindamisega tegeleva x
x
perso nali rollid ja vastutused , volitused ning
omavahelised suhted ?
2.2 Kuidas neist rollidest teavitatakse?
Koo stöö -
suht ed 1. Partnerid teenus e osutamisel
1.1 Milliste organis atsioonidega teeb asutus ko ostööd?
x x
(sh sotsiaalpartnerid, rahastajad, teenuse saajate
organisatsioonid, teenuse saajad) Tooge näiteid
koostööst!
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1.2 Kuidas ja millist koostööd teeb asutus teenuste
arendamisel?
1.3 Kuidas selgitatakse välja väliste huvigruppide
vajadused?
1.4 Kuidas asutus hindab koostööst tulenevat
lisaväärtust ?
O s al em in e x x x
1. Teenuse s aaj ate kaasamine
1.1 Kuidas kaasatakse teenuse saajaid vajaduste
väljaselgitamisse, teenuse planeerimisse,
hindamisse ja arendamisse ? (nii asutuse tasandil
kui üksikisiku tasandil)
1.2 Kuidas koos kõlastatakse osalemine (protsessid,
meetmed) teenuse saajatega?
1.3 Kuidas toimub teenuse saajate osalemisega
seotud protsesside (tegevuse kirjelduste)
ülevaatamine ja hindamine (nii individuaalsel, kui
kollektiivs el tasandil)?
x x
2. Teenuse s aaj ate j õustamine
2.1 Milliseid võttei d/ meetodeid kasutatakse teenuse
saajate j õustamiseks ? Tooge näiteid, milliseid tulemusi
on saav utatud erinevate jõustamise meetodite läbi?
2.2 Tooge näiteid, mida on asutus teinud, et luua
jõustavat keskkonda ?
2.3 Milliseid koolitusi on töötajatele korraldatud, et
aidata kaasa teenuse saajate jõ ustamisele?
Is ik u - x x x x
ke s ks us 1. Kliendi vajaduste välj aselgitami ne
1.1 Kuidas teete kindlaks teenuse saajate praeg used ja
lähituleviku vajadused ?
1.2 Kuidas teete kindlaks huvigruppide (sh rahastajad,
sotsiaalpartnerid) vajadused?
1.3 Kas asute teenuse saajale, tema pereliikmetele ja
hooldajatele kõige sobivamas kohas ?
1.4 Kuidas teete kindlaks, et osutatud teenused
(tulemused) vastavad seatud eesmärkidele ja
teenuse saajate vajadustele ?
x
2. Individuaal ne planeer imine
2.1 Kuidas selgitatakse välja teenuse saajate
individuaalsed vaj adused ja ootused (sh teenuse
osutamise osas)?
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2.2 Kuidas individuaalsed vajadused
dokumenteeritakse ?
2.3 Kas tegevusplaan põhineb teenuse saaja
individuaalsetel vajadustel ja ootustel ?
2.4 Kas tegevusplaan hõlmab:
2.4.1 teenuse saaja oodatavat olukorda?
2.4.2 üldeesmäke?
2.4.3 kindlaid mõõdetavaid eesmärke?
2.4.4 kasutatavaid meetodeid i?
2.4.5 kaasatavat perso nali ja vastutusalasid?
Lai ah a ar d x x
el is us 1. Teenuse osutamise protsess
1.1 Kirjeldage teenuse osutamise protsessi. Kus on see
dokumenteeritud?
1.2 Kas see on kooskõlas asutuse v isiooni, miss io oni ja
kvaliteedipõhimõtetega?
1.3 Kas see on kooskõlas rahastajate märkustega?
1.4 Kuidas teenuse osutamise protsessi vaadatakse üle ?
1.5 Kas teenuse osutamise protsesse analüüsitakse
siseauditite käigus?
x x
2. Katkematu teenuse osutami ne
2.1 Kuidas o n tagatud teenuse osutamise järjepidevus
(sh katkematus, sujuv üleminek,
multidistsiplinaarne lähenemine, asutuste vahelin e
koostöö )?
2.2 Kuidas hinnatakse ja arvestatakse teenuse saajate
muutuvaid vajadusi ?
2.3 Kuidas reageeritakse takistustele teenuste
osutamisel / nendele juurepääsul?
2.4 Kuidas takistustest raporteeritakse ?
x x
3. Ter viklik lähenemi ne
3.1 Kuidas o n määratletud ja mõõdetakse teenuse
saajate elukvaliteeti ?
3.2 Kuidas raporteeritakse elukvaliteedi hindamise
tulemustest?
3.3 Millised on ja kus on dokumenteeritud töötajate
kompetentsid, oskused ja perso nali toetamise
meetodid teenuse saajate elukvaliteedi tõstmisega
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seoses?
T ulemu st e x x
le 1. Tulemuste mõõtmine
ori en te e rit 1.1 Kuidas mõõdetaks e asutuse tegevuseesmärkide
us
saavutamist ?
1.2 Kuidas dokumenteeritakse / raporteeritakse
asutuste tegevuste tulemustest?
1.3 Kas tulemusi auditeerib sõltumatu väline üksus?
1.4 Kuidas hinnatakse individuaalsete tegevusplaanide
täitmist / eesmärkide saavutamist (sh lisaväärtus)?
1.5 Kuidas hinnatakse kollektii vsel tasemel teenuste
tulemusi / eesmärkide täitmist (sh lisaväärtus)?
x
2. Tulemuste hi ndamine
2.1 Kuidas selgitatakse välja parim väärtus (seoses
teenuste osutamisega) teenuse rahastajatele ?
2.2 Kuidas hinnatakse teenuse lisaväärtust teenuse
saajate elukvaliteediga seoses?
2.3 Kuidas hinnatakse teenuse saajate rahulolu ?
2.4 Kuidas hinnatakse teiste huvigruppide rahulolu ?
x x x
3. Tulemuste raporteeri mine
3.1 Kuidas avaldataks e asutuse tegevusar uanded
huvigruppidele?
3.2 Kas aruanded on kättesaadavad ja lihtsasti
arusaadavad ning sisaldavad personaalseid
hinnanguid ja saavutusi ?
3.3 Kuidas jagatakse infot asutuse tegevuste ko hta
perso nalile, teenuse saajate le ja teistele välistele
huvigruppidele?
Pi dev x
ar en g 1. Kestva arengu ts ükkel
1.1 Kirjeldage kestva arengu protsessi ! Kus on see
dokumenteeritud?
1.2 Kas protsess on tsüklilise iseloomuga :
1.2.1 planeeritud tegevused saavutavad seatud
eesmärgi;
1.2.2 tegevused rakendatakse ellu;
1.2.3 tegevuste tulemusi hinnatakse;
1.2.4 parendustegevused rakendatakse ellu ( ja nende
tulemused dokumenteeritakse?
1.3 Milliseid indikaatoreid kasutatakse, et mõõta
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parendustegevuse tulemusi?
1.4 Tooge näiteid parendustegevustest , nende
eesmärkidest ja tulemustest!
x
2. Innovatsi oon
2.1 Tooge näiteid innovaatilistest töömeetoditest !
2.2 Kuidas dokumenteeritakse innovatsiooniprojektid ja
nende tulemused?
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. Teenuste standardid
2. tegevusplaan erihoolekandes, hooldukava ko duhoolduses, Individuaalse
argengu - või õppekava lastekeskuses
3. Aastaaruanne
4. Kvaliteedikäsiraamat töötajale
5. Koosolekute (üld - ja meeskonna)koosolekute protokoll
6. Tagasiside
7. Aastaplaan
8. Infopäevad
9. Arenguvestlused
10. Tegevusplaanide koostamise ja hindamise ko rd
11. kirjavahetus ja kohtumiste memod
12. Kärdla Sotsiaalkeskuse Arengukava
13. Hiiu Valla Sotsiaalkeskuse Eetikakoodeks
14. Ametijuhendid
15. Kliendiesindus
S am uti pa l um e a ud i it o r i j a ok s va lm is p a nn a ta ot l us dok um en d is m ärg it ud ü lej ä än u d
tõ e nd us dok um en d id .
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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. Elle Voolma, juhataja 2 tu n d i
Personal Kestvus
1. L as tek es k us e j u ht - õ pe t aj a 30 m in ut i t
2. H o ol ek an d et e en us t e j uh t - 30 m in ut i t
te g e vus j uh e nd aj a
Teenuse saajad Kestvus
1. G ru p i in t er vj u u ( i ga te e nus e k oh t a ük s K ok k u c a 30 m in ut i t
te e nus e s a aj a )
Teised huvigrupid Kestvus
1. Ko os t ö öp ar tn er i d ( 2 p ar t n er it as u tus e In ter vj u ud 20 m in + 20 m in
v a lik u l)
1. Ra h as t aj a 20 m in ut i t
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Asutuse külastuse ajakava
17 . 06 .2 0 15 P äev 1
Ae g T egev us
9. 0 0- 9 .1 5 A v ak oos o lek
9. 1 5- 1 2. 0 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
12 . 00- 1 3. 0 0 Lõ u na p aus
13 . 00- 1 5. 0 0 In ter vj u u as ut us e j u h a taj ag a
15 . 00- 1 5. 1 5 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
15 . 15- 1 5. 4 5 In ter vj u u p er s o n al i g a # 1
15 . 45- 1 6. 1 5 In ter vj u u p er s o n al i g a # 2
16 . 15- 1 6. 3 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
16 . 30- 1 6. 5 0 In ter vj u u r a has taj a ga
16 . 50- 1 7. 0 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
18 . 06 .2 0 15 P äev 2
Ae g T egev us
9. 0 0- 1 0. 0 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
10 . 00- 1 0. 2 0 In ter vj u u k o os t öö p art n er ig a # 1
10 . 20- 1 0. 4 0 In ter vj u u k o os t öö p art n er ig a # 2
10 . 40- 1 1. 0 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
11 . 00- 1 1. 3 0 In ter vj u u te e nus e s a aj at e ga
11 . 30- 1 2. 0 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
12 . 00- 1 3. 0 0 Lõ u na p aus
13 . 00- 1 5. 0 0 In ter vj u u j uh a taj ag a
15 . 00- 1 6. 3 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
16 . 30- 1 7. 0 0 Lõ p uk oos o lek
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