Tallinna Tugikeskus Juks sai sertifikaadi

EQU ASS ASSUR AN CE AUDI T REPORT Site visit: 14.05- 15.05.2015 Tallinn Support Centre JUKS Epp Sillaste © 2012 by European Qualit y f or Social Services (EQUASS) All r ights reser ved. No part of this document may be repr oduced in any f orm or by any means, electronic, mechanical, photocopying and recording or other wise wit hout the prior wr itten permission of the EQUASS.  1. Information of the social service provi der Name of the social Tallinn Support Centre JUKS ) service provider Address: Pihlaka 10, Ehitajat e tee 82, Kadaka tee 153 Tallinn Post box: Person responsible Irina Kalde (CEO): Contact person: Stina Siem Phone: 661 6644 Fax: E-mail: [email protected] Web site: www.juks.ee Name of Auditor: Epp Sillast e Dates of audit: 14-15.05.2015 Clients: Number of person served: 116 As of (date): 2014, 2015 (prognosis) Staff: Number of Full time staff : 44 Number of Part time staff : 10 Number of Contracted staff : 54 Number of volunteer s (if applicable) :2 Services: Rehabilitat ion ser v ices, supported employm ent ser vice, supported living service, twent y-f our hours special care ser vice , 2 development and cr eativit y ser vice, shelt ered workshop ser vice, support person ser vice. 3 2. Audit program 1 P ÄEV 9.00-9.30 Avasõnad, auditi protsessi tutvust us, tutvumine keskusega 9.30-12.30 Tutvum ine dokumentatsiooniga 12.30-13.00 Lõunapaus 13.00-13.30 Inter vjuu teenuste k valiteedi eest vastutava inim esega 13.45-14.30 Inter vjuu personaligrupiga nr 1* (Arenduskeskuse töötajad) 14.30-15.15 Kohtumine kliendigrupiga nr 1** (Arenduskeskuse kliendid) 15.45-16.15 Kohtumine personaligrupiga nr 2* (Ööpäevase hooldamise keskuse personal aadressil Kadaka tee 153 ) 16.15-17.00 Koht u mine klient ide vanematega (Arenduskeskuse ja Töökeskuse klientide vanemad aadressil Kadaka tee 153 ) 2 P ÄEV 9.00-9.30 Inter vjuu personaligrupiga nr 3**( Töökeskuse personal aadressil Ehitajate tee 82 ) 9.30-10.00 Inter vjuu kliendigrupiga nr 3* (Töökeskuse k liendid) 10.00 Kiire tut vum ine Töökeskusega (dokumentatsiooniga on võimalik tutvuda Arenduskeskuses) tagasisõit Arenduskeskusesse 10.30-11.30 Auditi dokumentatsiooni koostamine 11.30-12.15 Inter vjuu peamiste koostööpartneritega*** 12.15-12.45 Inter vjuu rahastajaga 12.45-13.15 Lõuna 13.15-13.45 Inter vjuu direktoriga 4 13.45-16.00 Auditi dokumentatsiooni koostamine 16.00 Auditi lõpetamine ja tagasiside andm ine 5  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. 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 Support Centre JUKS has document ed and implemented their vision as their mission and gover n values. Vision, m ission and values are documented in their Qualit y Principles document , homepage, Inf ormation Stands and in paper brochures which where made available f or their pe rsonell and clients. During the inter views was validated that employees and exter nal customers are awar e of the vision, mission and corporat e values . 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. 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 6 Support Centre JUKS def ines its qualit y policy and principles in t heir Qualit y Pr inciples document and in their Ser vice Provision Procedures. The Strategy and pr ocedur es include principles concerning determining of long term goals and cont inuous improvement. Qualit y principles and annual results are discussed and introduced to staff members in annual staff and clients meetings. Staff members consider all the qualit y policies and procedures and other documents that regulate the ser vice deliver y as guidelines on their work. 3. Persons ser ved, f amily members and service user organisat ions are able to give f eedback on their individual and collect ive experience of programmes and ser vices. 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 7 Support Centre JUKS off ers possibilit ies f or all the stakeholders to give f eedback on their individual and collective exper ience of programmes and ser vices. For persons ser ved the most important way f or giving f eedback is in f ace to f ace meetings, but also special clients satisf action sur veys , Clients Meet ings and complaint management syst em. They also have Clients Board and clients can give their f eedback also through Clients Board meet ings. Collecting f eedback f rom f under and main co-partners is organized through meetings , calls, e-mails and individual f eedback -questionnaires. Protocols of the meetings, e -mails and results of surveys wer e presented. During the inter views was validated that the stakeholders have regular and intense cooper ation with JUKS and have good opportunit y to give f eedback. 4. The social ser vice provider inf orms all stakeholders about the off ered programmes and ser vices available. 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 8 Support Centre JUKS inf orms its stakeholders about programmes and ser vices available t hrough diff erent channels- homepage, Open Days Events, Act ivit y Plan and Annual Report, Br ochur es and Inf ormation Stands. Besides written distribut ion of inf ormation, there was also oral inf ormation that is distributed to diff erent parties through diff erent meetings. Also meeting protocols were presented as proof that all relevant inf ormation was presented to interest ed part ies. 5. The social ser vice provider management establishes and documents an annual planning and review pr ocess. 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 annual planning and the review process is document ed in the Qualit y Principles Document . There is def ined how th e process is conducted. There is also proof of annual planning and reviewing documents (pr otocols) . 9  6. The plan includes:  annual outcomes / targets  the activit ies to be undertaken in achieving the annual targets  monitor ing of the perf ormance of the organisation in meet ing its annual targets  time-scales and procedures f or review and revision. 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 Ever y year organisation composes There is a room f or improvement in annual action plan, which includes setting indicators for each ser vice objectives, act ivities, measura ble and to measure the benef its of each results, dates. ser vice to clients in collect ive level. Monitor ing of the perf ormance`s is Audiitori hinnangul on keskusel organised in regular meetings (on a arenguruumi t eenuse indikaatorite quarterly basis) and annual results (mõõdetavat e tulemuste) are presented once a year to all the määratlem isel ja sellest tulenevalt staff members, client s and partners. klient ide kasutegur ite määratlemisel kollektiivsel tasemel. 2014. a Documents are approved by Board tegevuskavas olid määratletud of the organizat ion. teenuste kasut egurid, kuid 2015 tegevuskavas tuleks kasutegurite osas tegevuskava üle vaadat a ja täiendada. 7. The social ser vice provider demonstr ates organisation’s suc cess in satisf ying the needs and expectat ions 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 10  Strengths Improvem ent & developments Support Centre JUKS considers collect ing f eedback f rom diff erent stakeholders important f or development of services. Collecting f eedback f rom clients and staff is organised through regular meetings, e-mails. Satisf action Sur veys among staff, clients and co - partners are conduct ed once a year. There is proof of organisations success in satisf ying the needs and expectat io ns of the societ y. Examples and success stories wer e presented. During inter views of stakeholders it was clear ly stated that Support Centre JUKS has g reat success in satisf ying the needs and expectat ions of the societ y. 8. The social service provider demonstrates organisat ion’s social responsibilit y through activities contributing 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 Assurance certif ication program Strengths Improvem ent & developments 11 There was proof of organisation`s success in contribution to the societ y. They sell beautif ul and also usef ul products made by the organisat ion clients ( hand craf t ) to diff erent organisat ions; they organize diff erent events f or example concerts and exhibitions where clients can show their work and perf orm. Support Centre JUKS has ver y act ive voluntar y work net work - they usually have 2-3 volunteers per year. 9. The social ser vice provider has a staff recruitment and retention policy that promot es the selection of qualif ied personnel based on required knowledge, skills and competences. 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 12 Support Centre JUKS has There is a room f or improvement f or document ed their Staff Policy. The descr ibing the pro cess of recruitmen t policy also consists of principles f or more clear ly and particularly f or recruitment and shor tly describes the example by describing the possible process of recruitment. choosing methods. Staff are chosen based on their Audiitori hinnangul võiks competences, skills, knowledge and vär bamisprotsess olla põhjalikum ja previous work exper ience. kirjeldada ka võimalikke Recruitment is based on equal valikumeetodeid. opportunit ies and non -discrim inat ion. 10. The social ser vice provider operat es in compliance wit h m andator y national legislation, providing appropriate working condit ions, adequate and agreed staff level and staff ratio, and appropr iate rewarding f or staff and volunteers. 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 13 In Support Centre JUKS mandator y There is risk assesment system in national legislations are f ollowed. place but in auditors point of view Policy` s and documents are based organisat ion should pay more on these laws. attention to staff members physical secur it y. They organize events and training days f or their staff . Staff is also Audiitori hinnangul on oluline, et rewarded f inancially (f or example riskianalüüsis ning organisatsiooni when big projects ar e successf ul ) or ohuolukordasid käsitlevat es get other ways of recognition. They juhendites pöörataks oluliselt rohkem also reward staff members f or tähelepanu töötajate f üüsilise universit y graduation. turvalisuse tagamisele. Workplace risk assessment syst em is in place and reviewed periodically. 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. 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 Ever y year organisation gives their input to cit y administrat ion about their training needs f or staff. Cit y administrat ion compiles Training Plan f or the next per iod. The result and eff ectiveness of the trainings are measured in staff super vision meetings (also document ed) and through special f eedback f orms . 14  12. The social ser vice provider applies requirements f or competence in the ident if ied roles and f unctions of staff and evaluat es them on annual basis. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments All the specialists in Support Centre Organisation should consider to JUKS have job descr iption that evaluate competences of staff more consist of requirements and tasks f or thoroughly and pr otocols should also working in that particular position. contain super visors evaluat ion and proposals. In Personnel Policy is wr itten that competences of staff are discussed Soovitus on võtta kasutusele and evaluated in regular basis. Once põhjalikum töötaja kompetentside a year staff supervision meet ings are hindamise süsteem, mis sisadaks ka conducted. juhipoolset hinnang ut töötaja kompetentsidele ning The perf ormance of staff members, arenguvajadustele. who are direct ly involved in the provision of services to the persons ser ved are also r eviewed through regular staff meetings. During the inter views was validated that staff is f amiliar wit h the requirements f or competences and also with the evaluat ion pr ocess. 13. The social ser vice provider recognises the staff as a resource f or f eedback on organisational perf ormance, ser vice 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 15  Strengths Improvem ent & developments Involvement of staff members in organisat ions planning and monitor ing process is regulat ed by the Personnel Policy and Qualit y Principles. The management involves the staff mostly by regular meet ings. Protocols of these meetings were presented. Staff Satisf action Survey is also a way to involve staff. This sur vey is conducted once af ter 2 years. The plan f or training activit ies is based on f eedback f rom staff . During the inter views was validated, that staff is involved in ser vice development as well as planning their own development. 14. The social ser vice provider has mechanisms in place to enhance satisf action and mot ivat ion 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 16 Organisation conducts af ter ever y There is room f or improvement in two years Staff Satisf action Sur ve y organizing Satisf action Sur veys and where they evaluat e staff satisf action getting maximum number of in diff erent topics. employees to participat e. Organisation should f ind mor e Staff members are recognised by innovat ive ways to attract employees staff engagement days and events, to participat e the Survey. staff training days , f inancial rewarding and oral recognition Selleks,et uuringu andmed oleksid letters of thanks ( tänukirjad) , they piisavad järeldust e tegemiseks, also reward staff members f or tuleks leida võimalus, et võimalikult universit y graduation . maksimaalne ar v töötajatest vastaks rahulolu küsit lusele. Näiteks pakkuda võimalust vastata nii elektroonselt kui paberkandjal, korraldada loosim isi vastajate vahel vms. 15. The social ser vice provider assures the rights of persons ser ved outlined in a Charter of Rights which is based on the EU Charter of Fundamental Rights , the European Convention f or the Protection of Human Rights and Fundamental Freedoms of the Council of Europe and other internat ional human rights convent ions, especially those elaborated under the United Nat ions. 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 17 Support Centre JUKS has document ed Charter of Rights and Responsibilit ies. Charter of Rights and Responsibilities is presented in Inf o Stands of the building (f or ever ybody to see) and in inf ormation f iles f or staff . Rights and dut ies are discussed in clients meet ings. Charter of Rights and Responsibilit ies r efers to relevant international and European regulations. During the inter views it was also validated that staff is aware of the charter of rights. 16. The social ser vice provider inf orms the person served about his/her rights and duties especially to equal treatment on g rounds of age, disabilit y, gender, race, religion or belief and sexual orientat ion bef ore receiving the ser vices. 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 18 Support Centre JUKS inf orms ser vice users about their rights and duties during client meeting s. The rights and duties f ocus at equal treatment on grounds of age, disabilit y, gender, race, religion and sexual orientation. This inf ormation is given during the f irst meeting bef ore the y start to receive the ser vices. Clients rights and duties are also presented in organisations Inf o stands. During the inter views with persons ser ved was validat ed that they are aware of their rights and dut ies. 17. The social ser vice provider has accessible complaint management system which registers f eedback on perf ormance f rom 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 program Strengths Improvem ent & developments 19 There are bot h a documented f orm and a procedur e f or placing complaints that is descr ibed in “Complaints management Procedure”. This procedure allows to submit complaints orally, in written via web page or e-mail or place it in specia l letterbox. There is certain per iod f or dealing with complaints. Also detail procedure who ar e responsible to solve certain complaints Clients are awar e also of the possibilit y to submit a complaint . Stakeholders ar e aware of the right to submit a claim in case of a need but ser vice users mostly pr ef er solving problems thr ough discussion as they f ind the communicat ion wit h ser vice provider easier. 18. The social ser vice provider respects t he f undamental right to self - determination of the person ser ved. They f reely determine their polit ical status and f reely pursue their econom ic, social and cultural development. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 20 Right to self - determinat ion is regulated with Service Pr ovision Procedures, Charter of Rights and Responsibilit ies and Qualit y Principles. Right to self -determinat ion is f irst discussed when client is entering the ser vic e and also dur ing receiving the ser vice (they have client development discussions) . Evaluat ion on self - determination is carrie d out through Individual Plans and meetings with clients . Protocols of the meetings wer e present ed. 19. The social ser vice provider f acilit ates the person served in choosing and having access to advocat es 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 Strengths Improvem ent & developments 21 To have access to advocates and/ or support ing persons are included as part of the individual planning process. The needs of support are detected in individual meetings wit h the person ser ved. During individual meetings they also evaluate how they f acilitate that persons ser ved get access to these support ing persons. Organisation evaluates their perf omance in f acilitating clients in having access to supporting persons on annual basis (annual reports). 20. The social ser vice provider def ines and documents its policy on ethics that respects and assures the dignity of the persons ser ved, protects them f rom undue r isk and promotes social just ice 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 22 Organisation has Code of Ethics which is guideline on ethics in the organisat ion ser vice pr ovision. Protocols of meetings where this policy was presented and discussed with staff and volunteers wer e shown. Code of ethics is also pr esent ed in organisat ions homepage. During the Intervi ews was validated that specialists ar e awar e of the Policy and they use these principles in their work with persons ser ved. 21. The social ser vice provider operates mechanisms which prevent the physical, mental and f inancial abuse of users. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Organisation has document ed the policy and procedures to prevent physical, mental and f inancial abuse of persons ser ved. They evaluate the eff ectiveness of its policy to prevent physical, mental and f inancial abuse of persons ser ved through Client Boar d meetings and other meetings wit h staff and clients. 23  22. The social ser vice provider provides ser vices in a saf e system of working within a saf e environment to ensure the physical securit y of persons ser ved, their f amilies 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 There exist several necessar y plans and pr ocedures f or ensur ing the saf e environment f or staff and clients. There are Guidlines f or how to act in a crisis situat ion, also Health and Saf ety Document , Fire Saf ety Guide and Workplace Risk Assessment system. There is also heal ht and saf et y specialist in dut y whos responsibilit y is to ensure the saf e and healthy living and working environment. Staff members who work with clients are obligated to have regular health - control and this is monitored on regular basis. 23. The social ser vice provider def ines, documents, monitors and evaluates a set of principles, values and procedur es that gover n behaviour in ser vice deliver y containing aspects of conf identialit y, accuracy, privacy and integrit y. Remark from the auditor: The ser vices of the social ser vice pr o viders meet this cr iterion of the EQUASS Assurance certif ication program 24  Strengths Improvem ent & developments Principles of ethical behaviour is guideline on ethics in the organisat ion ser vice pr ovision. These principles ar e part of their Qualit y Pr inciples and Client W ork Princples and were introduced and discussed with st aff members in meetings. Principles of ethical behaviour is also presented in organisat ions Inf o f iles and homepage. During the Interviews was valid ated that specialists ar e awar e of the document and they use these principles in their work with persons ser ved. 24. The social ser vice provider def ines, documents, monitors and evaluates procedur es f or assuring conf identialit y of data regarding the persons ser ved and t he ser vice provided t o 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 25 The procedures f or assuring conf ident ialit y regar ding the persons ser ved and the ser vic e pr ovided t o them are def ined and documented in their Qualit y Principles and Conf identialit y Policy. During the inter views was validated that service users are well aware of their right f or conf id entialit y of data. Policies are r eviewed wit h staf f members and clients on r egular basis. 25. The social ser vice provider def ines the roles and responsibilities, author ities and the interrelation of all personnel who manage, design, deliver, support and evaluate the ser vice 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 from the auditor: Strengths Improvem ent & developments The roles and responsibilit ies of management are def ined in organisat ions statute. Roles and responsibilit ies of specialists who com municate direct ly with clients are documented in job descr iptions and service provision manuals and intro duced to clients i n meeting s with the specialist. 26  26. The social ser vice provider works in partnership with other organisat ions in the provision of services. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Support Centre JUKS works in partnership with other organisations in provision of services. Pr inciples of partnership ar e wr itten in organisat ion` s Qualit y Pr inciples. Organisation has g ood partnership with Tallinn Social and Health Care Off ice, school, local cit y government, clients parents (supporters) and other organisations. They have regular co -operat ion with Funding Agency- Tallinn Social and Health Care Off ice to support the clients and develop ser vices. Added value of its partnership is evaluated by f eedback questionnaires and/or e- mails/meetings . Protocols of these meetings and e-mails were presented. Interviews with partners gave certaint y t hat Support Centre JUKS evaluates partnership highly and contributes to it regular ly. 27  27. The social ser vice provider works in partnership with persons ser ved, purchasers and other stakeholders in the development of ser vices. 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 Partnership with pers ons ser ved in the development of services is organized through Client Board meetings, meetings with client s parents (supporters) and f eedback questionnaires (Satisf action Sur veys). Partnership wit h f under in that topic is organised through regular meetings. Involvement to needs assessment of persons ser ved is or ganised by client development meeting s. 28. The social ser vice provider includes persons ser ved as active participants in planning and have set up appraisal made up of on- going of an on-going structured dialogue process in the management of the service, including the def init ion of the needs, the definition of the ser vices, as well as of the evaluat ion 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 28 The policy f or involving persons ser ved as active participants are document ed in organisations Qualit y Principles and Service Provision Procedures. The main methods f or including the persons ser ved are based on the individual planning process - planning and evaluating. During the inter view s with persons ser ved was conf irm ed that they are involved in planning and evaluat ing their ser vice deliver y. 29. The social ser vice provider instit utes an annual evaluation of participation of persons ser ved both on individual 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 29 There are carried out evaluations both an individual and in group basis. Clients f amily members/parent s f eedback (Satisf action) Sur vey is carried out to evaluate the level of satisf action with services and participation/involvement. They review the measures, activit ies and policy f or participat ion of client s on annual basis (annual report). 30. The social ser vice provider operates specif ic instruments f or users to improve their per sonal empowerment and personal situat ion 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 30 Ser vice Provision Procedures and staff trainings give f ramework f or empowerment of service users. Examples of tangible results on empowerment were presented through success st ories and client inter views. For exam ple they launched Poetr y Book “ I can see colors ever ywhere” where they have some of their clients poems and illustrations; clients acting group is perf orming in diff erent events outside of Supporting Centre , the y have participated wit h their clients in diff erent events etc. 31. The social ser vice provider operates specif ic mechanisms f or establishing an empower ing 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 31 Principles of empowerment are regulated in Qualit y Principles and Code of Ethics. As empowerment in most cases is something ver y individual then specif ic measures ar e put in place to meet all the specif ic needs of service users. Usually thr ough individual planning and evaluat ion pr ocess. The most important way of empowering clients is to f ind f or each client appropriate ever yday work/activit y, so they can f eel needf ul and experience success. Organisation has diff erent training possibilit ies and organises events to empower their client s in many ways. For example during the audit cli ents where prepar ing for their spring event which is called “Hat Part y”, where each client makes their own hat to wear at the party. Once a year they have Dreams Week when clients can tr y all the diff erent ser vices and workshops that Supportring Center off ers. Staff members are trained to support the empowerment of service users. 32. The social ser vice provider selects programmes which are based on a needs assessment at the location which is most convenient f or the person ser ved, f amily and care takers 32 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 Needs of current service users ar e stated in Individual Plans. Needs of potent ial persons ser ved are identif ied through cooperat ion with partners (schools, cit y government representatives), f under, Open Day`s Events and based on analysis of each individual plan (continuity needs of ser vices). Support Centre JUKS off ers its ser vices in three different locations. 33. The social ser vice provider off ers programmes consistent with the identif ied needs of its customers and obj ectives f or the programme. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance c ertif ication program Strengths Improvem ent & developments 33 Funder`s needs and suggestions are discussed in regular meetings with f under. Also e-mails and f eedback questionnaires. Reaching the object ives and meeting the needs of the persons ser ved is conducted with clients individual plans. They evaluat e the qualit y of partnership with client s (representat ives, parents ), partners and staff ever y year. Meet ing Protocols and Annual Reports ref lect the results and benef its of co -operat ion wit h diff erent stakeholder s. 34. The social ser vice provider operates individual processes that are driven by the needs of the person ser ved. 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 34 Needs of persons ser ved ar e discussed and ag reed f rom the moment clients ar e enter ing the ser vice (client inter views) . Ser vice users have Individual Plans (act ion plans and evaluat ions), which contain client ´s specif ic goals (desir ed situat ions, overall goals, specif ic measur able object ives, methods). Clients sign their individual plan/ser vice contract s . 35. The social ser vice provider documents the planning of services based on the identif ication of individual needs and expect ations of persons ser ved in an Individual 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 All ser vice users have an Individual Plan. Individual plans cont ain the desired sit uation of the persons ser ved, goals, measurable objectives, inter vent ions. Each Individual Plan is agreed by the person ser ved or his/her represent ative. 36. The social ser vice provider identif ies, documents, and maintains the key ser vice deliver y pr ocesses to the persons ser ved in line wit h its vision, mission statement and quality policy. 35 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 key ser vice deliver y pr ocesses are identif ied and wr itten in Qualit y Principles and more specif ic process descr ipt ions in Ser vice Provision Pr ocedures. Processes are reviewed on regular basis. External audits are organised by Soc ial Insur ance Board . Integration of mission and qualit y policy into the ser vice deliver y is evident and staff members are w ell aware of the qualit y principles. 37. The social ser vice provider reviews this deliver y pr ocess and maintains control over the deliver y of the service. 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 36 Support Centre JUKS monitors the In auditors opinion there is room f or perf ormance of the key ser vice improvement organizing the internal deliver y processes through internal evaluat ions ( audits) . At the current evalutions by t heir management year the evaluations are organized (regularly). through equass system and conducted by management. Plans and results of these Organisation should develop a evaluat ions ar e written in their system which helps them to monitor annual action plans. the perf omance mor e thoroughly and at the same t ime be as impartial as They also make SW OT analysis possible. (af ter every 5 years) where they evaluate their int ernal and external Audiitori hinnangul võiks asutus environment. järgnevatel aastatel töötada välj a sisehindam ise sü steemi, mis aitaks hinnata protsesse ja teenuseid põhjalikult olles samal ajal nii erapoolet u kui vähegi võimalik. 38. The social ser vice provider ens ur es that the person served can taccess a cont inuum of services that span f rom early inter vention to support and respond to changing requirements 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 37 Evaluat ion of continuing ser vice deliver y is carr ied out by revision of individual plans. Then also continuit y of services is discussed. Results are also documented. Support Centre JUKS has valid licences and contracts and partners (diff erent organisations) , which ensures cont inuing ser vice to their clients. 39. The social ser vice provider develops a seam less continuum of ser vices and reduces barr iers in a m ult i -disciplinar y or multi-agency setting. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 38 For Support Centre JUKS ident if ying and f inding barrier s is a way to monitor the seam less continuum of ser vices. Barriers are reported in annual reports. Support Centre JUKS off ers services by diff erent s pecialists ensuring that multidisciplinar y approach could be applied. In case of a need there is always opportunit y to cooperate with other organisat ions (partners) to make it possible f or the clients to get all the ser vices they need . 40. The social ser vice provider operates ser vices f rom a holist ic approach based on the needs and expectations of the person ser ved with the aim of improving the qualit y of lif e f or the person ser ved. 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 39 Qualit y of Lif e and measures of enhancing Qualit y of Lif e of service users are integrat ed into person centred planning. Individual plans activities are measured on regular basis through development discussions 4 t imes a year and also document ed. At the end of the year they have more longer development discussion to m ake necessar y changes. Individual plans are monitored, results assessed and reported. 41. The social ser vice provider ident if ies the needed compete nces, skills and support f or staff to enhance the quality of lif e f or person ser ved. 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 Skills and competencies of staff to enhance qualit y of lif e of persons ser ved are documented in Qualit y Principles, Personell Policy and job descr iptions. Competences of staff are discussed in r egular (once a year) staff super vision meetings. Training system gives an opportunit y to be mor e skilled and have higher competences in order to be able to support and empower service users. 40  42. The social ser vice provider identif ies its business results and provides f ormal periodic and independent review and pr ocedures to achieve the targeted results. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Support Centre JUKS has Annual Plan where they set the year s objectives and activit ies and Development Strategy f or longer period (6 year period) . They measure their perf ormances against business objectives once a year and compile special report. This report is made avail able f or all stakeholders- discussed in staff and clients meetings and is also available in webpage. External audits are carried out t o measure the perf o rmance and result s (by Funders, Labour Inspectorate, Environmental Inspectorate, Veterinar y and Food Board). 43. The social ser vice provider identif ies and registers the outcomes and benef its f or per son ser ved of the receive ser vices on individual and collect ive 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 41 W ithin individual planning process each individual’s outcomes and benef its are measur ed. The achieved result s and benef its of the received ser vices on collective basis are also measured (satisf action surveys) and document ed (annual reports) . 44. The social ser vice provider evaluates its business results in or der to determine best value f or purchasers and f unders ( ‘best value’ can also be expressed in relation to the increased qualit y of lif e off ered to the person being 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 Annual Reports and Sat isf action Sur veys Reports ref lect added value of the ser vices. These reports ar e presented to Funders and other relevant stakeholder s . Clients Individual plans with objectives and benef its are regularly evaluated which ensures that added value of the services f or quality of lif e is monitored. 45. The social ser vice provider evaluates the individual and collect ive satisf action of persons ser ved and other stakeholders by internal and/or exter nal evaluation. 42 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 To collect f eedback and measure the satisf action of persons ser ved, f unding bodies and co -partners is one part of organisat ions Qualit y Policy. Satisf action Sur vey of persons ser ved is carried out af ter 2 years. There are special f eedback f orms and inter views organised f or that matter. Clients can give f eedback relat ion to satsif action also through development meetings (4 times per year). External partners (f unders, co - partners) f eedback related to satisf action is asked once a year and also documented . 46. The social service provider provides accessible and easily 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 iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 43 All the relevant reports - annual plans, annual reports , satisf action sur vey`s are available in organisat ions webpage and on site . The content of these documents ar e discussed in regular client and staff meetings. Some of the documents are aso translated to simple language and PCS pictures. The documents m entioned above contain also personal percept ions and achievements. 47. The social service pr ovider act ively disseminates organisat ion perf ormance among its staff , service users and external st akeholders. 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 44 Inf ormation about organisations perf omance, results and events ar e available on organisations webpage, Facebook, Inf o stands. They provide inf ormation also by e -mails. Annual reports wit h annual results, achievements and personal percept ions are provided to diff erent stakeholders once a year. Results are discussed in meetings with staff and individual achievements and percept ions of ser vice users are discussed on individual bases. All relevant pr otocols of mentioned meetings were presented and inter views conf irmed their occurrence. 48. The social ser vice provider has a st andard procedur e f or 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 45 Cont inuous improvement process is document ed in Q ualit y Pr inciples document. Organisation compiles action plan f or one year, perf ormance indicat ors are measured at the end of the year ( Annual Report). There exist s a PDCA cycle in annual planning and it`s reviewing process (t hey review plan 4 times per year) . Qualit y improvement projects were document ed. 49 The social ser vice provider identif ies perf ormance indicators f or measuring the result s of the improvement actions. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Support Centre JUKS has perf ormance indicators f or measuring the results of all their improvement projects in their Annual Plan . Improvem ent projects objectives ar e def ined and results measured. 50. The ser vice pr ovider introduces and manages innovative ways of working that have been ident if ied 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 46  Strengths Improvem ent & developments Support Centre JUKS manages innovat ive ways of working that have been identif ied based on the needs of stakeholders. For example they started recently Clients Boar d meetings, also special councelling ser vices f or their clients. They are develop ing their ser vices and f ind ing ways to use innovation in their work with client s. They also develop their products (handcraf t), to sell for compan ys and in their local shop For staff they launched Super vision Program and program “How to handle agressive behavior” to support their staff in ever yday work and lif e. Innovat ion projects are documented in their Annual Plan and Reports. 47  4. Agreed additional development / improvement s Target Activities Date Improvement of Quality Management System  Formation of Quality Manager position  Changing the organisations structure 01.08.2015  Confirmation and approval from the funder  Formation of „quality team“  Rules of procedure and action plan October 2015  Involvement and instruction of staff 2015-2017 Implementation of regular  Agreements with Supervisors May 2015 Supervision training for  Ascerntainment of needs and planning the September 2015 staff trainings  Staff trainings 01.01.2016 Assessment and  Elaboration and development of common From July 2015 improvement of client- client work documents for all the services. work productivity.  Implementation of more sepcific indicators Implementation of more to measure the results (benefits) of all their From July 2015 profound proccesses services evaluation.  Develop electronical form of clients 01.01.2016 individual plan  Implementation of more profound internal 01.01.2016 auditing system Eesmärk Tegevus Tähtaeg Järjepidev  Uues majas uue töökorraldusega tööle 01.08.2015 kvaliteedijuhtimissüsteemi hakkamine rakendamine/parendamine  Luua kvaliteedijuhi töökoht 01.08.2015  Struktuuri muutmine  Koosseisu muutmine  Kooskõlastuste saamine  Luua kvaliteedimeeskond Oktoober 2015  Meeskonna moodustamine kaasamise teel  Tööpõhimõtete väljatöötamine  Meeskonna tööplaani väljatöötamine 2015-2017  Töötajate kaasamine, juhendamine ja 48  arendamine Töötajatele regulaarse  Kokkulepped superviisoritega Mai 2015 supervisiooni juurutamine  Tutvumine superviisoritega koolituse 13.08.2015 raames  Superviisoritega supervisiooni vajaduste September 2015 väljaselgitamine ning planeerimine  Regulaarne supervisioon Alates 2016 töötajatega/meeskondadega Klienditöö tulemuslikkuse  Ühtse klienditöö dokumentide vormide 2015 teine poolaasta ja –protsesside regulaarne väljatöötamine ja kasutusele võtmine hindamine ja parendamine kõikidele teenustele  Teenuse tulemuslikkuse hindamiseks 2015 teine poolaasta spetsiifilisemate mõõdikute väljatöötamine  Elektrooniline kliendi individuaalne 2016 aasta tegevusplaan  Sisehindamise protsessi põhjalikum 2016 aasta väljatöötamine 5. Closing remarks 49 Tallinn Support Center Juks started its activit ies in 1994 in Tallinn and present ly off ers work and training activities f or over 100 people with intellectual disabilit ies. Tallinn Support Center Juks consists of f our departments: Development Center, Work Center, 24 h Care Center and Day Activit y Groups. During the audit organisation was located in 3 diff erent locations. In Development Center they have clients who have f inished primar y school. The goal is through independence studies and arts activit ies develop the lear ners social and practical skills f or ever yday lif e and to prepare people with special needs f or training and wor k. Development Center also off ers home econom ics. Home economics is f or students with basic educat ion. The purpose is to get vocational secondar y educat ion and skills that are needed to work in accordance with prof essional standards. Lear ning takes place in cooper ation with the Kopli Vocational School. Af ter f inishing the program the students get the cert if icate f rom Kopli Vocational School. Work Center was opened in 2003 . W hen clients have f inished the Development Center s rehabilit ation and training program and particip ated in the work study group they are able to start working under instruction.Work Center has 41 clients on a daily basis. All workers have a contract and they get paid. From September 2008 Tallinn Support Center Juks off ers 24 hour care. 24 h Care Center has 12 clients. At the time of the audit in the organisat ion works 44 f ull t im e staff, 10 part time and 2 voluneers. Staff turnover is ver y low and int erviews with staff showed sat isf aciton with work and working conditions. Ever y year they organise diff e rent event s to involve their clients, volunteers and partners t o various act ivities. They have many tradit ional events f or example in spr ing “Hat part y” , Dreams week (when clients can try diff erent ser vices) and at chr istmas t ime they visit chur ch with all t heir clients and staff . They organize art exhibitions, act ing perf omances and concerts wher e their clients can show what they have learned. Recent ly they launched poems book “I can see colors ever ywhere”, which is f illed with their clients 50 poems and illustrat ions and was present ed in Tallin Cit y Hall (at centres 20 - th anniversar y). Tallinn Support Center Juks off ers practice opportunit ies to universit y students and also replacement ser vice opportunit ies f or militar y ser vice students. Based on inter views with staff , clients, partners and f unders these where the words which most ly where br ought up to descr ibe the organ isation:  creativit y,  individual appr oach,  patience,  continuous development ,  f lexibilit y,  strong teamwork,  friendliness,  prof essional ism. Audit lasted 2 days. All the int er views took place in time. Interviews wit h staff gave conf irmation of commitment and motivation towards their work. Interviews wit h partners gave over view of organisat ions contribution and commitment towards cooper at ion. Meeting with clients showed satisf action with ser vices, people and environment. Atmospher e in the organisat ion was ver y nice and f riendly. 51 The criter ia f or development and improvem ent f rom the auditors point of view, based on 2 -days audit are the f ollowing: Criter ia 6: There is a room f or improvement in setting indicators f or each service and to measure the benef its of each service to clients in collect ive level. Criter ia 9: There is a room f or improvement f or describing the process of recruitment more clearly and particularly (f or example by describing the possible choosing methods ). Criter ia 10: There is r isk assesment system in place but in audit ors point of view organisat ion should pay more attent ion t o staff members physical securit y. Criter ia 12: Organisation should consider to evaluate competences of staff more thoroughly and prot ocols should also contain super visors evaluat ion and proposals. Criter ia 14: There is room f or improvement in organizing Satisf action Sur veys and getting maximum number of employees to participate. Organisation should f ind more innovat ive ways to attract employees to participate the Sur vey. Criter ia 37: In auditor s opinion there is room f or i mprovement organizing the internal evaluat ions (audits). Organisation should develop a syst em which helps t hem to monitor the perf omance more thoroughly. 52 Support Centre JUKS in the scope of this audit f ully meet the criteria of EQUASS Assurance. Evidence given and inter views car ried out wer e suff icient to prove the compliance to EQ UASS pr inciples. Arendusett epanekud, mis põhinevad 2 - päevasel auditil on järgmised: Kriteer ium 6: Audiitori hinnangul on keskusel ar enguruumi teenus t e indikaator ite (mõõdetavat e tulemuste) määratlem isel ja sellest tulenevalt klientide kasutegurite määrat lemisel kollektiivsel tasemel. 2014.a tegevuskavas olid määratletud teenuste kasutegurid, kuid 2015 tegevuskavas tuleks kasutegurite osas tegevuskava üle vaadata ja täi endada. Kriteer ium 9: Audiitori hinnangul võiks värbam isprotsess olla põhjalikum ja kirjeldada ka võimalikke valikumeetodeid. Kriteer ium 10: Audiitori hinnangul on oluline, et r iskianalüüsis ning organisatsiooni ohuolukordasid käsitlevates juhendit es pö örataks oluliselt rohkem tähelepanu töötajat e f üüsilise tur valisuse tagamisele. Kriteer ium 12: Soovitus on võtta kasutusele põhjalikum töötaja te kompetentside hindamise süsteem, mis sisadaks ka juhipoolset hinnangut töötaja kompetentsidele ning arenguvajadustele. Kriteer ium 14: Selleks,et uuringu andmed oleksid piisavad järelduste tegemiseks, tuleks leida võimalus, et võimalikult maksimaalne ar v töötajatest vastaks rahulolu küsitlusele. Näiteks pakkuda võimalust vastata nii elektroonselt kui paberkandjal, korraldada loosim isi vastaj ate vahel vms. 53 Kriteer ium 37: Audiitori hinnangul võiks asutus järgnevatel aastatel töötada välja sisehindam ise süst eemi, mis aitaks hinnata pr otsesse ja teenuseid põhjalikult. Auditi vaat luse all olnud teenuste osas vastab Tallinna Tugikeskus JUKS täielikult Equass Assurance kriteeriumitele, vaadeldud dokumendid ja inter vjuud andsid kinnitust vastavusest Equass Assurance põhimõtetele. Epp Sillaste Tallinn, mai 2015 54 Maarika Aro Saatja: Guus van Beek <[email protected]> Saatmisaeg: 9. juuni 2015. a. 11:41 Adressaat: Maarika Aro Koopia: Keiu Talve; Marie Dubost Teema: EQUASS certification for Tallinna Tugikeskus Juks (EE2015-005) Tähtsus: Kõrge Dear Maarika, I h a ve r e vi e w e d t h e a u d i t r e p o r t f r o m Tallinna Tugikeskus Juks (reference number EE2015-005). a n d I c o n c l u d e t h a t t h e s e r v i c e s (w i t h i n t h e s c o p e o f t h e a p p l i c a t i o n ) o f t h i s o r g a n i z a t i o n me e t a l l t h e E Q U AS S a s s u r a n c e c r i t e r i a . B a s e d o n t h e delegated power, which is described in the EQU AS S internal procedures and approved by the I nternational EQU ASS Awarding Committee, th e s e r vi c e s (w i t h i n t h e s c o p e o f t h e a p p l i c a t i o n ) o f Tallinna Tugikeskus Juks (reference number EE2015- 005) w i l l b e c e r t i f i e d w i t h E Q U AS S As s u r a n c e i n S o c i a l S e r vi c e s . Ac c o r d i n g t h e a g r e e d c o m m u n i c a t i o n p r o c e d u r e , I k i n d l y a s k y o u t o d i s s e mi n a t e t h e d e c i s i o n t o c e r t i f y t h e s e r vi c e s (w i t h i n t h e s c o p e o f t h e a p p l i c a t i o n ) o f T a l l i n n a Tu g i k e s k u s J u k s (r e f e r e n c e n u mb e r E E 2 0 1 5 - 0 0 5 ) w i t h E Q U AS S As s u r a n c e i n S o c i a l S e r vi c e s . M a r i e D u b o s t w i l l s e n d t h e c e r t i f i c a t e (a n d g u i d e l i n e s f o r u s i n g t h e E Q U AS S As s u r a n c e l o g o ) t o E Q U AS S E e s t t i . N o t e : T h e ‘ b u g ’ i n t h e e x c e l f i l e mi g h t b e c a u s e d b y u s i n g / c h a n g i n g t h e E x c e l - f i l e f r o m " o p e n office" to “Msoffice”. 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 1 Van: Maarika Aro <[email protected]> Datum: woensdag 27 mei 2015 09:56 Aan: Guus van Beek <[email protected]>, Marie Dubost <[email protected]> Dear Marie, Dear Guus, Attached you’ll find an audit report and other documents of Tallinna Tugikeskus Juks EE2015-005. Please let Keiu to know in case there are some comments about the report. NB! There is one technical issue with application form on the continuous improvement section. Best regards, Maarika 2