EQUASS ASSURANCE
AUDIT REPORT
Site visit: 17.03-18.03.2015
MTÜ Lastekeskus Tähetorn
Tiina Unukainen
© 2012 by European Quality for Social Services (EQUASS)
All rights reserved. No part of this document may be reproduced in any form or by any means, electronic, mechanical, photocopying and
recording or otherwise without the prior written permission of the EQUASS.
1. Information of the social service provider
Name of the social service Children day center service
provider
Address: Kopli 30a, 10412 Tallinn
Post box:
Person responsible (CEO): Merle Tomberg
Contact person: Merle Tomberg
Phone: +372 6464667
Fax:
E-mail:
[email protected]
Web site: http://www.lastekeskus.ee/en/children-center-
lighthouse
Name of Auditor: Tiina Unukainen
Dates of audit: 17.03-18.03.2015
Clients: Number of person served: 30
As of (date): 17.03-18.03.2015
Staff: Number of Full time staff: 4
Number of volunteers (if applicable)
Services: Children day center service for children with social
special needs
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2. Audit program
Esimene päev
9:00-9.30 Avakoosolek (auditi protsessi tutvustus)
9.30-12.30 Dokumentatsiooniga tutvumine
12.30-13.00 Lõuna
13.00-14.00 Intervjuu rahastajaga
14.00-15.00 peale intervjuud
Intervjuu märkmete tegemine)
koostööpartneriga
15.00-17.00 Auditi kokkuvõtte koostamine
tt
Teine päev
9:00- 10.00 Tutvumine dokumentatsiooniga
10.00-11.00 Intervjuu personaliga
11.00-12.00 Intervjuu laste rühmaga nr 1
12.00-13.00 Intervjuu laste rühmaga nr 2
13.00-13.30 Lõuna
13.30-14.30 Intervjuu juhatusega
14.30-15.30 Intervjuu lapsevanematega
15.30-16.00 Märkmete tegemine
16.00-17:00 Lõpukoosolek
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4. Detailed feedback on performance
1. The social service provider defines documents and implements its vision and
mission values on service provision.
Remark from the auditor: The services of the social service providers meet this criterion of
the EQUASS Assurance certification program
Strengths Improvement & developments
The social service provider has defined its
vision, mission and values on service
provision in a quality handbook and values
are also available on webpage.
The tour and interviews with staff, children
and parents proved these values are
followed. There are practical examples how
the values observed in a daily life. One of
the values is that the service provision is
based on children` s individual needs. The
staff described that it is important to respect
the child dignity. Some of the childen have
learning disabilities and they often
experience failure. The service provider
offers individual learning support. Children
explained that they do better at school and
parents were staisfied with the service.
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2. The social service provider defines, documents, and implements its quality policy
by determining long term quality goals, and its commitment to continuous
improvement.
Remark from the auditor: The services of the social service providers meet this criteria of
the EQUASS Assurance certification program
Strengths Improvement & developments
In a development plan are defined long term
quality goals and its commitment to
continuous improvement. The service
provider has defined clients, staff,
organization and resources long term quality
goals and principles of quality.
1. The staff were awere of the quality
handbook. They described the drafting
process of the quality handbook and
understood its practical value.
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3. Persons served, family members and service user organisations are able to give
feedback on their individual and collective experience of programmes and services.
Remark from the auditor: The services of the social service providers meet this criteria of
the EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has documented On the webpage could also be a link to give
summaries of the feedback (children, the feedback. The online feedback system
parents, cooperation partners). helps to collect feedback constantly.
The children and parents could give their
Teenuse osutaja kodulehel võiks olla link
feedback also during the individual planning
tagasiside andmiseks. Interneti teel loodud
process.
tagasiside süsteem aitab tagasisidet koguda
In the course of the interviews the children järjepidevalt.
and parents said their feedback is taken into
account in the provision of services.
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4. The social service provider informs all stakeholders about the offered programmes
and services available.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
On the service provider web page is
sufficient amount of information about
offered service available. The web page is
also in english.
The stakeholders were very satisfied with the
services and they explained that the service
provider is also offering food and clothing
support.
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5. The social service provider management establishes and documents an annual
planning and review process.
Remark from the auditor: The services of the social service providers meet this criteria of
the EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has documented
annual planning and reviewing process in a
quality handbook. The annual plan is
reviewed three times a year.
The action plan for 2014 was a practical
tool for the service provider. The staff
explained what actions were effective and
what kind of corrective actions they will
use next year.
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6. The plan includes:
annual outcomes / targets
the activities to be undertaken in achieving the annual targets
monitoring of the performance of the organisation in meeting its annual
targets
time-scales and procedures for review and revision.
Remark from the auditor: The services of the social service providers meet this criteria of
the EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has documeneted the
annual plan which is based on criteria of the
EQUASS Assurance certification program.
1. The plan includes several developmental
areas:
2. 1. A safe enviromental for children;
3. 2. Individual approach;
4. 3. Learning support;
5. 4. Free time actions;
6. 5. Health promotion:
7. 6. Sustainable financing.
8. In conclusion we can say that the plan is
covering several areas.
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7. The social service provider demonstrates organisation’s success in satisfying the needs
and expectations of the society.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider organizes events and
participates in community activities.
1. For example the service provider opened a
cafe with children.
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8. The social service provider demonstrates organisation’s social responsibility through
activities contributing to the society.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
We can say that most of the social service
provider activities are connected to local
community in one way or another
The service provider offering is food and
clothing support. The food and clothes are
for children, parents and ohter organization.
For example in 2014 the service provider
helped the hospital neonatal department
offering food and clothing support.
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9. The social service provider has a staff recruitment and retention policy that
promotes the selection of qualified personnel based on required knowledge, skills and
compentence
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The staff recruitment and retention policy is .
set up on consortium level and incudes
necessary criteria’s for recruitment and staff
retention.
The staff recruitment and retention policy
main purpose is to value employees and use
their knowledge and skills to achieve the
organization goals.
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10. The social service provider operates in compliance with mandatory national
legislation, providing appropriate working conditions, adequate and agreed staff level
and staff ratio, and appropriate rewarding for staff and volunteers.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social service provider operates in a
compliance with mandatory national
legislation. The legisation is described in a
quality handbook.
The service provider has described a
procedure for rewarding staff in a quality
handbook.
The service provider has evaluated working
conditions for employees and documented an
action plan to improve the working
conditions.
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11. The social service trains all staff based on a plan for leaning and development
and evaluates the effectiveness of the training.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
1. The social service provider has trained staff The are ohther ways to evaluate the training
based on a plan. After the training the effectivness. For example after the training
participants evaluated the training the social service provider could analyze are
there any substantive changes provining the
effectiveness.
services.
2.
. After every training praticipant could
organize the information day.
The accurate effectiveness analysis helps to
plan the future trainings.
Igal koolitusel osaleja võiks peale koolitust
tutvustada kolleegidele omandatud teadmisi.
Teenuse osutaja võiks analüüsida,
missuguseid tulemusi on saavutatud teenuse
osutamisel peale läbitud koolitusi.
Koolituste analüüs aitab planeerida koolitusi
tulevikus.
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12. The social service provider applies requirements for competence in the identified
roles and functions of staff and evaluates them on annual basis.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social provider has applied general
requirements for competence in the
identified roles and functions. The staff
roles, general competence and functions are
defined in a job descriptions.
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13. The social service provider recognises the staff as a resource for feedback on
organisational performance, service development and staff development
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The staff could have an opportunity to give
feedback during an individual progress
review. Durining the individual progress
review the staff have a chance to give
individual positive and negative feedback.
The service provider has defined clear
individual progress purposes:
1. To help the employees understand the
goals and achieve them;
2. Divide reciprocal expectations;
3. Give the feedback;
4. Specify the employee goals;
5. Identify staff development and
training needs.
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14. The social service provider has mechanisms in place to enhance satisfaction and
motivation of staff
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has described a
procedure for rewarding staff in a quality
handbook. The staff was aware of the
document.
The mechanisms are:
1. additional annual holiday ( 7 days);
2. free lunch;
3. team events;
4. clothing and food support.
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15. The social service provider assures the rights of persons served outlined in a
Charter of Rights which is based on the EU Charter of Fundamental Rights, the
European Convention for the Protection of Human Rights and Fundamental
Freedoms of the Council of Europe and other international human rights conventions,
especially those elaborated under the United Nations.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social service provider has a document
called “The children`s fundamental rights
and restrictions”. The staff were aware of
the document. The staff was able to analyze
why the document is important. There were
many good examples how the staff is
following the document in a practical work.
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16. The social service provider informs the person served about his/her rights and
duties especially to equal treatment on grounds of age, disability, gender, race,
religion or belief and sexual orientation before receiving the services.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
There is regular work ongoing to explain to
their rights in an appropriate way. The same
is about duties – knowing and remembering
them is made very easy parents and children.
The service provider explained to children
their rights and duties using a painting
method. This method is a child –friendly
way to discuss about rights and duties.
In a year plan the servise provider has
documented actions to inform the children
about their rights and duties.
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17. The social service provider has accessible complaint management system which
registers feedback on performance from persons served, purchasers and other relevant
stakeholders.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
Complains management system is connected
to children right awareness and built up
considering persons served skills to
communicate if they are unsatisfied.
The service provider has defined what is a
complaint and how to make a complaint. The
service provider also explained who is the
Ombudsman for Children.
Children/parents said that they do not have
complaints.
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18. The social service provider respects the fundamental right to self-determination
of the person served. They freely determine their political status and freely pursue
their economic, social and cultural development.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The fundamental rights of clients and
patients are respected and supported by staff.
The sevice provider has organized the
feedback questionnaire for children. Children
were very pleased with the staff.
1. The service provider has defined individual
planing processes. During that process the
children and parents could say their
expectations
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19. The social service provider facilitates the person served in choosing and having
access to advocates and/or supporting persons.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
1. In the activity report the service provider
evaluated how the children are supported.
1. For example one child did not want to play
football but with supporting person the child
agreed to play.
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20. The social service provider defines and documents its policy on ethics that
respects and assures the dignity of the persons served, protects them from undue risk
and promotes social justice
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social service provider has defined
1. ethics principles in a quality handbook.
The service provision is based on dignity of
parents and children. The parents confirmed
that the service provider is polite, friendly
and helpful.
The staff were aware of the document. The
staff explained how they created
organization ethics policy. There were
regular workshops and the staff had
opportunity to comment.
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21. The social service provider operates mechanisms which prevent the physical,
mental and financial abuse of users.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
1. The social service provider has defined
principles how to prevent the physical,
mental and financial abuse.
2.
3. For example the staff explained to the
children how to save money.
4.
Durining the meetings the service provider
has analyzed the ways to prevent the abuse
and what to do when they notice something
strange.
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22. The social service provider provides services in a safe system of working within a
safe environment to ensure the physical security of persons served, their families and
caretakers.
Remark from the auditor:The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social service provider environment is
adapted to needs of persons served
considering their safety and not limiting the
freedom to be active.
The service provider has evaluated working
conditions for employees and documented an
action plan to improve the working
conditions. For example some chairs were
broken and the service provider fixed them.
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23. The social service provider defines, documents, monitors and evaluates a set of
principles, values and procedures that govern behaviour in service delivery containing
aspects of confidentiality, accuracy, privacy and integrity.
Remark from the auditor:The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The aspects of confidentially, accurancy,
provacy and integrity are defined in a quality
handbook. Before the service the parent
sings the agreement about personal data
processing. The staff confirms that they do
not disclose the sensitive information about
the family.
1. The parents explained (during the interview)
that the service provider respects their
privacy.
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24. The social service provider defines, documents, monitors and evaluates
procedures for assuring confidentiality of data regarding the persons served and the
service provided to them.
Remark from the auditor:The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The staff confirmed that they documented
and analyzed aspects of confidentially
durning the meetings.
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25. The social service provider defines the roles and responsibilities, authorities and
the interrelation of all personnel who manage, design, deliver, support and evaluate
the service provision to person served.
Remark from the auditor:The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
1. The roles and responsibilities are defined in
job descriptions. The service provider has
updated recently the job descriptions.
2.
On homepage the service provider has
published information about the staff and
management. The information is also
available on organizations walls.
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26. The social service provider works in partnership with other organisations in the
provision of services.
Remark from the auditor:The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social provider works in MTÜ Lastekeskus Tähetorn could involve in
partnership with other organization. The the service provision more volunteers.
partners are social service organizations, Previously described aspect contributes to an
individual approach.
child protection workers, youth workers,
schools, Tallinn City Government, Northern Teenuse osutaja võiks kasutada rohkem
Tallinn district, methodist churches in vabatahtlikke abi. Vabatahtlike abil on
Estonia. võimalik lastele tagada individuaalsem
lähenemine.
The service provider organizes christmas
celebrations, birthday parties with other
organisations.
1. Children described that the events were very
enjoyable.
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27. The social service provider works in partnership with persons served, purchasers
and other stakeholders in the development of services.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social service provider organizes MTÜ Lastekeskus could involve more
summer camps with partners. parents in the provision of services. For
example information days for children and
The service provider involves to the
adults.
individual planing process ohter imprortant
MTÜ Lastekeskus võiks kaasata rohkem
partners (child protection workers, parents,
lapsevanemaid lastekeskuse tegevustesse.
teachers).
Näiteks korraldada lastele ja täiskasvanutele
teabepäevi jms.
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28. The social service provider includes persons served as active participants in
planning and have set up appraisal made up of on-going of an on-going structured
dialogue process in the management of the service, including the definition of the
needs, the definition of the services, as well as of the evaluation of quality.
Remark from the auditor:The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has described in a
quality handbook how the children are active
participants in planning. At first the service
provider evaluates with the child, parents and
child protect workers child` s needs. After
that the service provider documents child
individual action plan. The service provider
and child (with partners- child, parents etc)
are evaluating the results regularly.
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29. The social service provider institutes an annual evaluation of participation of
persons served both on individual and/or group basis.
Remark from the auditor:The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The participation is documented and
evaluated (individual plans).
The sevice provider has organized the
feedback questionnaire for children. Children
were very pleased with the staff.
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30. The social service provider operates specific instruments for users to improve
their personal empowerment and personal situation and. that of their community
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
At first the service provider evaluates with
the child, parents and child protect workers
child` s needs.
The children and parents could give their
feedback also during the individual planning
process.
1. In a activity report the service provider has
described that because of the systematic
emprowerment 95% children has finished the
class and 46 children participated in
leisure time activities
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31. The social service provider operates specific mechanisms for establishing an
empowering environment.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The environment supports persons served -
its safety, cosy and creative in a many ways.
Durning the tour I saw that the enviroment is
adjusted to the children.
The service provider has offered traings to
the staff. For example individual social
services, different therapy forms etc.
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32. The social service provider selects programmes which are based on a needs
assessment at the location which is most convenient for the person served, family and
care takers
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
On the webpage is an accurate information
about the service provider location.
The Tallinn City Government and Northern
Tallinn district officers are confirmed that
the children day center service is individual
and service provider location is suitable for
children.
During the individual planing process the
social service provider is analyzing the the
chidrens needs.
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33. The social service provider offers programmes consistent with the identified
needs of its customers and objectives for the programme.
Remark from the auditor: The services of the social service providers meet this criteria of
the EQUASS Assurance certification program
Strengths Improvement & developments
The service provider evaluates with the
child, parents and child protect workers
child` s needs.
1. The parents and children confirmed the
service provider takes into account their
needs.
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34. The social service provider operates individual processes that are driven by the
needs of the person served.
Remark from the auditor: The services of the social service providers meet this criteria of
the EQUASS Assurance certification program
Strengths Improvement & developments
Based on interviews and individual plans the
sevice provider has defined actions with
parents and children.
The service provider offers individual
learning support (developing child`s academic
skills), organizes events (developing child`s
social skills).
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35. The social service provider documents the planning of services based on the
identification of individual needs and expectations of persons served in an Individual
Plan.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
Based on interviews and individual plans - The service provider has changed the
the social service provider reflects the clients individual planning process. It is important
individual needs and expectations in a plan. that the service provider prepares the
individual plan to all children based on the
At the beginning of the service the children
new method (some individual plans based on
and parents have an opputunity to describe
the previous method). Previously described
their excpectatitions. The service provider
aspect ensures the sustainability of the
prepares (with the child, parents, child
system.
protect workers) the action plan.
Teenuse osutaja on disaininud uue
individuaalsete tegevusplaanide koostamise
protsessi. Kõigile lastele ei ole veel
individuaalset tegevusplaani koostatud
põhinedes uuele metoodikale (mõned
tegevusplaanid tuginevad eelnevalt
kasutatud metoodikal), sest teenuse osutaja
on alles uut süsteemi rakendamas. Teenuse
osutaja peaks kindlasti koostama kõigile
lastele uued tegevusplaanid põhinedes uuele
metoodikale, sest see tagab süsteemi
jätkusuutlikkuse.
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36. The social service provider identifies, documents, and maintains the key service
delivery processes to the persons served in line with its vision, mission statement and
quality policy.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social service provider is analysing
regularly are the service processes in line
with its vision, mission statement and quality
policy.
The service provider has defined following
processes:
1. Provison of service
2. The planing process
3. The feedback process
4. Ensuring the rights of children
5. The staff manangement process
There are meetings protocols which are
evidence material.
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37. The social service provider reviews this delivery process and maintains control
over the delivery of the service.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social service provider is analysing
and controlling regularly the service
processes. There are meetings
protocols and Equass test audits which are
evidence material.
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38. The social service provider ensures that the person served can access a continuum
of services that span from early intervention to support and respond to changing
requirements over time.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has created end of the .
year 2014 the activity report and
development plan for the year 2015.
The service provider has also defined the
service process.
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39. The social service provider develops a seamless continuum of services and reduces
barriers in a multi-disciplinary or multi-agency setting.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has created end of the .
year 2014 the activity report. The service
provider reoprted that as a result of service
the children are more independent,
conscientious studying, increased
responsibility.
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40. The social service provider operates services from a holistic approach based on
the needs and expectations of the person served with the aim of improving the quality
of life for the person served.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The children and parents are involved in
service process.
Durning the interviews the parents said that
children`s educational attainment has
improved beacause of the service and
children are happy and like to be in the
centre.
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41. The social service provider identifies the needed competences, skills and support
for staff to enhance the quality of life for person served.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social provider has applied general
requirements for competence in the
identified roles and functions. The staff
roles, general competence and functions has
defined in a job descriptions and are
evaluated in the meetings.
7
44
42. The social service provider identifies its business results and provides formal
periodic and independent review and procedures to achieve the targeted results.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has created end of the
year 2014 the activity report.
The main results are:
1. Implemented Equass system
2. Implemented client work method
3. Organized events for children and parents.
The service provider has reported that the
year 2015 main challenges are:
1. Funding is sustainable
2. To find a mananger
3. Implementing Equass system
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43. The social service provider identifies and registers the outcomes and benefits for
person served of the receive services on individual and collective basis.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider evaluates (with parents,
children) changes of the life quality.
In the activity report the service provider has
reported that becuse of the systematic
emprowerment 95% children has finished the
class and 46 children participated in
leisure time activities
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44. The social service provider evaluates its business results in order to determine
best value for purchasers and funders („best value‟ can also be expressed in relation
to the increased quality of life offered to the person being served).
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social service provider has documented
activity reports (in the years 2013 and
2014).
In the activity reports the service provider
has described and analyzed the service
results.
7
47
45. The social service provider evaluates the individual and collective satisfaction of
persons served and other stakeholders by internal and/or external evaluation.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social service provider evaluates
childrens needs mainly durning the
individual planing process.
The service provider organized the feedback
questionnaire (for chidren, parents).
The purcharers have evaluated the service
provider offers high quality social service
(during the interviews).
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46. The social service provider provides accessible and easily understandable records
on outcome, including personal perception and achievements
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social service provider has documented
activity reports (years 2013 and 2014).
The service provider has documented
statistical reports on its activities.
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47. The social service provider actively disseminates organisation performance among
its staff, service users and external stakeholders.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The social service provider has documented .
activity reports (years 2013 and 2014) and
published the information on homepage.
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48. The social service provider has a standard procedure for continuous improvement on the basis of an
improvement cycle.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
The service provider has documented a
development plan. The action plan is based
on developmental plan. In a development
plan the service provider has described
general trends. For example:
1. Aspects about funding;
2. Aspects about Equass system;
3. Knowledge about christian values.
The plan (for 2015) includes the following
aspects:
1. Goals and actions;
2. Time frame;
3. Analysis.
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49 The social service provider identifies performance indicators for measuring the
results of the improvement actions.
Remark from the auditor: The services of the social service providers meet this criteria of the
EQUASS Assurance certification program
Strengths Improvement & developments
In the year 2014 the social provider has
implemented Equass quality system and
indetified indicators and analyzed the actions
results.
For example in the year 2014 the main
indicators were:
1. 95% children finished the class;
2. 70% children participated in a hobby
group etc.
In the annual plan (2015) the service
provider has identified performance
indicators.
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50. The service provider introduces and manages innovative ways of working that
have been identified based on the needs of stakeholders.
Remark from the auditor: The services of the social service providers meet this criteria of
the EQUASS Assurance certification program
Strengths Improvement & developments
The service provider offers new innovative
service- animal tehrapy. The service
provider has analyzed the results. In
conclusion we can say that the therapy
affected children positively.
The service provider also led development
project “MTÜ Lastekeskus developmnet
project”. Project activities were related to
the quality system implementation (piloting
animal therapy activities, developing
management system etc).
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5. Agreed additional development / improvements
The applicant decided on the following improvement actions and/or additional
development for the period of two years:
Short description of the actions
(including SMART objectives)
1 The social service provider has completely implemented individual
planning process (based on new method).
Teenuse osutaja on koostanud kõigile lastele individuaalsed
tegevusplaanid (tuginedes uuele metoodikale)
2 The parents are participating in the activities of the MTÜ
Lastekeskus Tähetorn (the service provider organizes at least 2
events a year).
Lapsevanemad osalevad MTÜ Lastekeskus Tähetorn tegevustes
(teenuse osutaja korraldab vähemalt kaks üritust aastas
lapsevanematele).
3 The volunteers are participating in the activities of the MTÜ
Lastekeskus Tähetorn.
Vabatahtlikud osalevad MTÜ Lastekeskus tegevustes.
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6. Closing remarks
MTÜ Lastekeskus Tähetorn” is an organization providing children day centre service. They
work with children from unstable family situations. Their goal is to support children's
personal development and give them the possibility to spend their free time in a safe
environment.
The social service provider has defined his vision and mission. During the interviews I found
out that vision and mission came from practical life. The vision and mission is written down
in a Quality Handbook and we could find the service provider values from the homepage.
The social service provider has documented a document called “The children`s fundamental
rights and restrictions”. The children were aware of the document and the staff explained
how they created organization ethics policy.
Purchasers were satisfied with the quality of services. They explained that children day centre
service is very necessary for children with special needs.
The service provider has created a development plan and based on that documented activity
plan. The plan includes several areas. The activities are implemented in a practical life.
The service provider also offers food and clothing support to the families, organizations.
There are also some general developments what the service provider should consider
(detailed developments are written in a report):
1. On the webpage could also be a link to give the feedback.
2. After every training praticipant could organize the information day.
3. The service provider should analyze the options to evaluate the effectiveness of the
training.
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It was a very good cooperation between representative of the social service provider and
auditor. All requested documents were prepared for auditing.
In conclusion I can say that the social service provider meets criterias of the EQUASS
Assurance certification program. The services are individual and well-planned. The service
provision is based on dignity.
MTÜ Lastekeskus Tähetorn osutab päevakeskuse teenust sotsiaalse erivajadustega lastele.
Teenuse osutamise eesmärk on toetada vähekindlustatud peredes elavate laste arengut ning
võimaldada neile turvalist keskkonda vaba aja veetmiseks.
Teenuse osutaja on defineerinud oma visiooni ja missiooni. Intervjuude käigus selgus, et
missioon, visioon põhineb reaalsel tegevusel. Missioon ja visioon on kirja pandud töötajate
käsiraamatusse ja avaldatud kodulehel.
Teenuse osutaja on defineerinud laste õigused ja kohustused ning neid lastele tutvustanud
põhinedes laste sõbralikule metoodikale. Personal kirjeldas ka, missugustest eetilistest
põhimõtetest nad oma töös lähtuvad.
Rahastajad olid väga rahul teenuse osutamise kvaliteediga ning leidsid, et päevakeskuse
teenus on laste arengu toetamisel väga oluline.
Teenuse osutaja on koostanud arengukava ning põhinedes arengukavale tegevuskava.
Tegevuskavas kirjeldatud tegevused on rakendatud.
Teenuse osutaja pakub ka toidu- ja riideabi peredele ning organisatsioonidele.
Auditi läbi viimise käigus ilmnesid järgmised arendusvaldkonnad:
1. Kodulehel võiks olla tagasiside andmise võimalus;
2. Peale igat koolitust võiks korraldada nn infopäeva;
3. Teenuse osutaja võiks mõelda, kuidas oleks kõige efektiivsem analüüsida koolitustegevuse
tulemuslikkust;
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MTÜ Tähetorn Lastekeskuse osutab teenuseid austades laste väärikust ja lähtub teenuse
osutamisel laste individuaalsetest vajadustest.
Tallinn, 27.03.2015
Tiina Unukainen
57
Maarika Aro
Saatja: Guus van Beek <
[email protected]>
Saatmisaeg: 23. aprill 2015. a. 9:38
Adressaat: Maarika Aro
Koopia: Marie Dubost; Keiu Talve
Teema: Re: Lastekeskus Tähetorn EQUASS audit report
Tähtsus: Kõrge
Dear Maarika,
I h a ve r e vi e w e d t h e r e vi s e d / a d j u s t e d a u d i t r e p o r t f r o m Lastekeskus Tähetorn (EST2015-003) 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 Lastekeskus Tähetorn (EST2015-003) 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 L a s t e k e s k u s Tä h e t o r n (E S T2 0 1 5 -
0 0 3 ) 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
EQUASS Estonia.
.
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
Van: Maarika Aro <
[email protected]>
Datum: dinsdag 7 april 2015 10:01
Aan: Marie Dubost <
[email protected]>, Guus van Beek <
[email protected]>
Onderwerp: Lastekeskus Tähetorn EQUASS audit report
Dear Marie, Dear Guus,
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Attached you’ll find an audit report and other documents of Lastekeskus Tähetorn EST2015-003.
Please let Keiu to know in case there are some comments about the report.
Best regards,
Maarika Aro
Sotsiaalteenuste Kvaliteedi Keskus
Arendusspetsialist
Astangu Kutserehabilitatsiooni Keskus
tel +372 687 7223
mob +372 521 3563
[email protected]
Astangu 27 Tallinn 13519
www.astangu.ee
Liitu Astangu uudiskirjaga
2