EQUASS ASSURANCE APPLICATION
ADDITIONAL INFORMATION
1. Short information about the organisation in the nati ve language
T ugik es k us J uk s on T al l in n a l in n a h o o l ek an de as ut us , m i l le ü les a nd ek s on
er i vaj a dus te g a n oor t el e j a tä is k as v an ut e l e s ots i aa l te e nus t e os ut a m ine.
T al li n n a T ug ik es k us J uk s on lo o du d er i v aj a dus t eg a i n i m es te j a ok s ja
k õrgem als e is v ak s or g an ik s o n T al l i nn a So ts i aa l - j a T er v is h o iu am e t.
J uk s is on k olm s t r uk tu ur iük s us t : Ar e n dus k es k us , T öök es k us j a Ö ö pä e v ak es k us .
E es m ärg ik s on võ im a lik u lt is es e is v a l t i g ap ä e va e l us , k uts eõ p pes ja t öö e l us
to im et ul e v er i v aj a d us e ga in im en e .
M is s i o o nik s ig a l e er i v aj a d us e g a i n im es el e v õ im etek o ha n e j a k v a li t ee t ne e l u.
K es k us e v is i o on ik s o n o l la j ä tk us u ut l ik , ar en e v , õp p i v or g an is at s i oo n n i ng p ar im
er i vaj a dus te g a i n im es i e l uk s , k uts eõ p pek s j a t öök s et te v a lm is t a v k es k us Ees t is .
T eenu se d
1. Are n dus - j a l oo v te g e vus t e te e nus
2. Ka i ts t ud t ö öt am is e t ee n us
3. Ö öp a e var i n gn e er i h oo l d us t ee n us
4. R e ha b i li t ats i oo n it e e nus
5. T öö tam is e to e tam is e te e nus
6. I g ap ä e va e lu t o et am is e te e nus
7. T ug i is ik u t e e nus
20 1 4. a as ta l os ut a ti t e en us e id 1 2 4 k l i en d i le . As ut us es t ö öt a b 5 4 i ni m es t.
1
2. Short information about the organisation in English (acti vities,
clients, etc.)
T al li n n S up p or t C en te r J uk s is a we lf are es ta b l is hm en t f or p e op l e wit h in t el l ec t u a l
d is a b i li t ies . O ur aim i s t o pr o vi d e s oc i al s er v ic es f or p e o pl e wit h s p ec ia l n e eds .
T al li n n Su p por t C e nt e r J uk s s tar t e d its ac t i v it i es in 1 99 4 in T a l l i nn a nd pr es e n tl y
of f ers work an d tr a i n i ng f or o ver 1 20 pe o p l e wit h i nt e l l ec t ua l di s ab i l it i es . In our
c en t er work s 54 p e op l e.
O ur g o a l- p e op l e wi th s pec i a l n e eds c o pi n g as i n de p en d en t l y as pos s i b le i n d a i l y
l if e, in tr a i n in g a nd at wor k .
O ur m is s i on - A q ua l it y l if e f or p e op l e wi t h s p ec ia l n e eds ac c or d in g to t h eir ab i l it i es .
O ur v is i on - T o r em ai n s us t a i na b l e, d e ve l o pi ng , l ear n i ng or g an is at i on a n d t o b e t h e
bes t c en t er in Es t on i a f or pr ep ar i ng p e op l e wi th s p ec ia l n ee d s f or d a i l y l if e,
tra i n in g a n d wor k .
T al li n n S up p or t C en t e r J uk s c o ns is ts of t hr ee d e par tm en ts : De v e l opm en t Ce nt er ,
W ork Cen ter an d 2 4 h Car e C en t er .
S erv ic e s
1. De v e lo pm en t a nd c r ea ti v i t y s er v ic e
2. S he l ter e d wo r k s er v ic e
3. 24 ho ur c ar et ak i ng s er v ic e
4. Re h ab i l it at i o n s er v ic e
5. As s is t a nc e in wor k i ng
6. As s is t a nc e in e ver yd a y l i f e
7. S up p or t p er s o n s er v ic e
3. Name of the organisation as you w ould w ant it to appear o n the
EQU ASS Assurance certificate
T al li n n a T u gik es k us J uk s
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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:
Ar en d us - j a l o o vt eg e v us t e t ee n us
K ai ts t u d tö ö tam is e te e nus
Ö ö pa e v ar in g ne e r i h oo l dus t ee n us
Re h ab i l it ats i o on i te e nu s
T ööt am is e t oe t am is e t ee n us
Ig a pä e v ae l u to e tam is e t ee n us
T ugi is ik u t ee n us
5. Organisation’s logo
Information to be published on EQUASS website:
Name of the organi sation : Tallinna Tugikeskus Juks
Post address: Pihlaka 10, Tallinn 11211, Estonia
Director: Irina Kalde
Contact person: Sti na Siem
Email:
[email protected]
Web: w ww.juks.ee
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EQUASS ASSURANCE
ASUTUSE KÜLASTUSE
ETTEVALMISTAMISE VORM
Asutuse külastus: 14-15 mai 2015
Tallinna Tugikeskus Juks
Epp Sillaste
© 2012 by European Quality for Social Services (EQUASS)
Kõik õigused kaitstud. Antud dokumendi elemente ei tohi paljundada, kopeerida ega muul elektroonilisel moel
salvestada ilma EQUASS kirjaliku loata.
Asutuse külastuse ettevalmistamise küsimused
EQ U AS S As s ur a nc e t ao t lus v or m i le j a a nt ud l is ai nf orm ats i oo n i l e p õh i n ed es pa l um e
te i l e tt e va lm is t us ek s v as t at a j är g ne v at e l e s e l gi t us t n õ ud v at e l e k üs i m us tel e :
Üldised teemad (max. 10 küsimust)
1. Ku i das on t e i e k l ie n ti d e ar v v i im as e n e lj a aas t a j ook s u l m uu t un u d?
2. 2 0 14 . a as t a ar ua n des o n m ain i t ud k li e nt i de a re n gu p l aa n i, t ao t lus d ok um end is
te g e vus k a v a. S e l les t l ä ht u va l t, m is on v a he t k l i en t id e ar en g up l a an i l n i ng
te g e vus k a v al ? Pa l un p r es e n te er i da m õl em ai d .
3. K as k li e nt i de In d i v i du a a ls e tes te g e v us k av ad es ( ar en g up l a an i de s ) on f ik s eer it u d
m õõde t a va d s p ets i if i l i s ed ees m är g i d j a k as u ta ta v a d m ee to d i d/s ek k um is e d?
4. K u id as to im ub k lie n d i in d i v id u aa l s et e t e ge v us k a v ad e (ar en g up l a an i de )
ees m ärk id e j a t u lem us te m õõtm i ne ?
5. Ku i das on t e en us e os u t am is e k ä i gus k ai ts tu d k l i en d i õ i gus e d?
6. Ku i das on k or r a l d at ud t e i e as u t us es k li e n d i l i ik um ine ü h e lt t ee n us e l t te is e le ?
7. K as ol e te v i im as e 2 aas t a j o ok s ul t u vas t a nu d tak is tus i , m is e i v õ im al da s uj u v a l t
te e nus t os ut ad a j a k as o n n ä it e id , k us o l et e s e ll ek s m id ag i e tt e v õ t nu d ?
8. P a lu n k ir j e ld a ge lü h i da l t om a or g an is ats i o on i i g a - aas tas t te g e vu s te p l an e er im is e
j a aru a n dl us e pr ots es s i.
9. Pa l un t o o ge n ä i de /p aar nä i d et i n no v a ts i o o n is t t e ie or g a nis a ts i o o n is .
10 . Mi l l is e id p ar e nd us i om a t ee n us t es o l et e v i im as e k a h e aas t a j ook s u l e ll u vi i n ud ?
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1. Kvaliteedi põhimõtetele ja EQ U ASS Assurance kriteeriumitele
vastavuse küsimused / teemad:
Te en us e s a aj a d
Kv al i te e d i ju ht
J uh t/ dir ek tor
Huv i gr up i d
P ers o n a l
Juht im in e 1. K u id as lo o di or ga n i s ats i oo n i m is s i oo n
ja v is i oo n n in g mil v i is i l ta g at i s el l e
x
k om m unik a ts i o on k õ ig i l e o lu l is te l e
os a p oo l te l e ?
2. P a lu n t u t vus t ag e j a n ä i dak e, k u i das
to im ub t e ie or g an is a ts i o on is t e ge v us t e
p la n eer im in e , t öö s s e rak e nd am in e , x
tu l em us te h i n dam i n e ja pa re n dus te
te g em in e ehk PD C A ts ük k el.
3. K u id as k og ut e er i ne v a te l t
hu v i gr up p i de l t ta g as i s i de t j a k as o le te
x x x
s e ll es t t ul e ne v a l t om a te ge v us tes m id a g i
m uutn u d?
P er so na l 1 Ku i d as h i nn a tak s e te i e
or g a n is a ts io o n is pers o n al i l e ja x x
v ab a ta ht l ik e le s e a tu d t öö t in g im us i ?
2 K u id as h i nd a te p ers on a l i k om pe te nts e ? x x
3 K u id as t ag a te t ur v a lis e t öök es k k onn a
n in g k ui das to im ub t ö ök es k k onna x x
h in d am in e?
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4 Kas ja k ui d as t o im ub t e ie
or g a n is a ts io o n is p ers o n a li x x
tu n nus tam i ne ?
5 K as ja k u id as h in d at e p ers o n a li
x x
k ool i tus te ef ek ti i vs us t ?
Õ igu se d 1. Ku i d as t o im ub k li e nt i de
i nf or m eer im in e t em a õi g us t es t ja x x
k ohus tus tes t ?
2. K u i das on ta g a tu d p ers o n a li ja
v ab a ta ht l ik k e te ad l ik k us k li e nd i õ i gus tes t x
j a k oh us tus tes t ?
3. K u id as o le t e a va l da n ud k li e nt i de l e
to et us t n e nd e is e x x
ots us t am is e / en es em äära t lus e os as ?
4. K ui d as t o im ib te ie k a eb us te
m enet l em is e pr o ts es s , k as te i l on
pr es e nt e er id a m õn i k onk ree tn e x x x
j uh tum /n ä i de /n ä it e i d k aebus te
m enet l em is e j a l a h en d am is e k o ht a ?
4. Kas hi n d at e i ga- a as t as e lt k oos
te e nus e s a aj a te g a om a k äi tum is t
x x x
te e nus e s a aj a te e n es em äär am is õ ig us es t
l ug u pi d am is e os as ?
E et i k a 1. Ku i das (m i l v i is il ) on t öö taj a d ja
v ab a ta ht l ik ud inf orm eer it ud
or g a n is a ts io o n i ee t ik a po l i it ik as t ning x
k äit um is e põ h ip r i nts i ip i d es t ja
v äär t us t es t t e en us e os ut am is e l ?
2. K as t e il on t u ua m õn i nä i d e
ed us am m udes t t ur va l is us e ja
x
ter v is ek ai ts e t a g a m is el t ee n us e
os u t am is e as uk oh as ?
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3. K u id as t a ga t ak s e te en us e s a aj at e
k onf id e nts i aa ls us ja is ik ua n dm ete x x
k aits e?
4. K u id as h i n da t e om a
k äit um is e/ t eg e v us t e e f ek tii vs us t te e nus e
x
s aaj at e f üüs i l is e, va i m s e v õi f i n an ts il is e
är ak as ut am is e e n n et a m is el ?
5.
Koo st öö suh t ed 1. K u id as t o im ub k oos t ö ö
s ots i aa l p art n eri t e n i ng r a has taj a te g a
x x x
te e nus e s a aj a te l e te en us te os ut am is e
ees m är gi l ?
2. K u id as to im ub k oos t öö t ee n us t e x x x x
ar e n d am is e l?
3. M il l is te k ri te er i um ite a lus e l h i n da te x x
k oos t öös u he tes t t ul e ne v at
l is a n d vä är tus t ?
O s al em in e 1. K as on k ok k u le p it ud ja k õi g i le x x
os a p oo l te l e te a d a, k ui das t ee n us e
s aaj a d os a l e va d t e en us te
v ä lj a tö öt am is e l j a k v a li t ee d i / tu l em us t e
h in d am is e l?
2. K u id as o n t ee n us e s aaj a id j õ us ta tu d ? x x
4. K u id as a na l üüs i te t e en us e s aaj at e v õ i x x x
ne n de es in d aj a te
os a l em is e g a /k aas am is eg a s e ot u d
te g e vus i ja pr ots ed u ur e ( ne n de
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ef ek ti i vs us t) ?
Is ik uk e sk su s 1. K u id as o l et e k ind l ak s te in u d x
po t en ts ia a ls e t e te en us e s a aj a te
v aj a d us e d ?
2. P a lu n k irj e ld a ge j a n ä id ak e, k u i das x x
o le te t o im in ud , kui t ee n us e s a aj a
o luk or d j a v aj a d us e d on m uu t un u d n i n g
es ia l gs e l t k oos t at u d p l aa n e i o l e e n am
v aj a d us t e le vas t a v.
3. M i l v i is i l t ee te k ind l ak s ol ul is t e x x
hu v i gr up p i de vaj a dus e d?
4. K as o l et e t e i nu d m uuda t us i om a x x x
te e nus tes ( v õi lo o nu d u us i t e e nus e id )
l äh tu v a lt te e nus e s a aj a te v aj a d us t es t ,
ne i l t s a ad u d t ag as is id es t ? P a l un to o ge
nä i d e/ nä i te i d.
Lai ah a ar de li su s 1. K u id as m õõ da te k l i en d i e l uk v al i t ee t i x
par e n da v at e t eg e v us t e ef ek t i i vs us t?
2. K u id as t ag at e , et te e nus e x
os u t am is e ga s e ot ud p eam is ed
pr o ts es s i d on v as t a vus es t ee n us e
os tj at e ja r ah as taj a te po o lt te ht u d
et te p an ek ut e/m ärk us t e ga ?
3. M i ll is e i d m eetm eid om a x
or g a n is a ts io o n is rak e nd a te , et ta g ad a
k lie n ti d e le n en d e va j ad us t e l e vas ta v
k atk em atu t e e nus ?
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4. K u id as ai t at e p er s on a l i l ar e nd a da X x
om a os k us i ja k om pe t en ts e t e en us e
s aaj at e e l uk va l i te e d i t õs tm is ek s ?
T ulemu st el e 1. Ku i d as o le t e k om m unik eer i n ud om a x x x
ori en t e e rit u s te g e vus te t u lem us t e a rua n d ed o l u l is t e le
hu v i gr up p i de l e?
2. K u id as m õõ d at e te e nus e s a aj a te x x x x
r ah u l o lu j a m il l is ed o n t u lem us e d ?
3. K as o l et e r ah u l p os i ts i o on i g a ra h ul o l u x
s k aal a l?
4.
5.
Pi dev a r eng 1. P a lu n pr es e n te er i g e üh e või k ah e x
nä i te a bi l PD C A ts ü k li t oim i v us t te i e
or g a n is a ts io o n is
2. P a lu n t oo g e nä i d e i nn o v aa t i lis es t x
tö öm eet o d is t .
3. P a lu n to o ge ük s ar en d us p roj ek ti x
nä i d e.
4.
5.
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3. Nõutav dokumentat sioon
EQ U AS S As s ur anc e ta ot l us es s e m ärg i tu d i nf o le j a lis a de l e p õh i n ed es pa l um e
v aa t lus ek s e tt e v a lm is ta d a j är g n e v d ok um ent ats i oo n :
1. K l ie nt i d e i n d i vi d ua a ls ed te g e vus k a v ad j a a ren g u pl a an i d ( 3 - 5 e ri ne v a t, k us
o lek s n ä ha k a k õ ik er i ne v a i d te e nus e d, m il l e l e ta ot l et e k va l it e ed im ärk i)
2. Ra h ul o l u - u ur i ng u te k ok k uvõ tt e d
3. Ra p or t i d ( s am a k om m en t aar , m is p unk t 1)
4. Ris k i a na l üüs
5. K oos o l ek ute m em od j a pr ot ok o l li d
6. O h up l aa n
7. T een us e l l i ik um is e gr a af ik
8. T een us e le t u lem is s e - l ahk um is e dok um en d id
9. Am et ij u h en d id ( a llk ir j a s ta tu d)
10 . K l ie nt i d e ar en g u ves t lu s te k ok k uv õt te d
11 . P ers o n a li p o l ii t ik a
12 . P ers o n a li ar e n gu v es tl us t e k ok k uvõ tt e d
13 . Pr oj ek t id e d ok um ent at s i oo n
14 . T ööo h ut us dok um en d id
15 . Inf ok a us t
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4. 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. O rg an is ats i o on i j u ht 30m i n
2. T een us t e k v a l it ee d i e es t v as t u ta v 30m i n
is ik
3.
4.
5.
6.
Personal Kestvus
1. P ers on a l igr u pp nr 1 - k un i 5 t ö öt aj a t 45m i n
2. P ers on a l igr u pp nr 2 - k un i 5 t ö öt aj a t 45m i n
3. P ers on a l igr u pp nr 3 - k un i 5 t öö taj at 30m i n
4.
5
6.
Teenuse saajad Kestvus
1. K l i en d igr u p p 1 , 2 , 3- m õl em as k uni 5 45m i n +4 5m in + 3 0m in
k lie n ti ( er in e v at e te e n us e k l ie n di d) .
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2.
3.
4.
5.
6.
Teised huvigrupid Kestvus
1. Ra h as t aj a es i n d aj a 30m i n
2. P eam is e k oos tö ö p ar t n er i es i n daj a d 45m i n (s o o vi t a va l t k or rag a)
( v äh em al t 2)
3.
4.
5.
6.
5. Asutuse kül astuse ajakava formaat
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 * (Arenduskesk use töötajad)
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14.30-15.15 Kohtumine kliendigrupiga nr 1 ** (Arenduskeskuse kliendid )
15.45-16.15 Kohtumine pe rsonaligrupiga nr 2*(Töökeskuse personal )
16.15-17.00 Kohtumine k liendigrupiga nr 2* (Töökeskuse kliendid )
17.00 Tutvumine Töökeskuse ja Töökeskuse dokumentatsiooniga
(kui see ei ole võimalik juba var asemalt Arenduskeskuses)
2 P ÄEV
9.00-9.30 I nter vj uu kliendigrupiga nr 3 * (Ööpäevase hooldamise keskus e
kliendid)
9.30-10.00 Inter vjuu personaligrupiga nr 3**(Ööpäevaringse hooldam ise
keskuse personal) , vajadusel 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
13.45-16.00 Auditi dokumentatsiooni koostamine
16.00 Auditi lõpetamine ja tagasiside andm ine
*Personaligruppidesse 1, 2, 3 võiks kuuluda erinevaid spetsi aliste
(v.a juhid), ühes grupis 3 kuni 5 töötajat.
** Kliendigruppidesse 1, 2 ja 3 palun kutsuda samuti 3 kuni 5 klienti
ühes grupis.
*** Peamise koost ööpart neri intervjuul oleks soov kohtuda 2 teie
organisatsiooni koostööpartneriga, kellega on teil kõige enam
kokkupuudet.
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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: Maarika Aro
Saatmisaeg: 27. mai 2015. a. 10:56
Adressaat: 'guusbeek'; 'Marie Dubost'
Manused: EQ-ASS_AUD_Audit Report-JUKS.docx; Additional Information Form _Juks.doc;
Asutuse külastuse ettevalmistuse vorm- JUKS.docx; Taotlusvorm Juks_2015.xlsx
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
1