EQUASS ASSURANCE APPLICATION
ADDITIONAL INFORMATION
1. Short information about the organisation in the nati ve language
MT Ü Papaver on 2013 aastal om aette tegutseva MTÜ -na alustanud
rehabilitatsiooniteenuse osutamist alaealistele õigusr ikkujatele ja nende
peredele. Varasemalt on MTÜ meeskond sama teenust osutanud Krist iine
Sotsiaalkeskuse rehabilitatsioonimeeskonnana, alates 2007 aastast .
Sihtgrupiks on riskipered (alaealised õigusrikkujad alaealiste
mõjutusvahendite seaduse mõistes koos pereliikmetega ) ning
võrgust ikuliikmed .
Teenused:
Re h ab i l it ats i o on i te e nu s ( A la e a lis e l e ja t em a l äh e das te l e, k e ll e l e on
a la e al is te k om is j o n m äär a nu d m õj ut us v a he n d ik s reh ab i l it a ts i o on i te e nus e
A la e a l is e m õj ut us v ah e nd i te s ea d us § 3 l g 1 p 8 a l us e l)
Nõ us t am is t e en us ( er ip e da g oo g i l in e, p s üh h o lo o gi l i n e, l o g op e ed i l i ne
i nd i v i du a a l j a per e n õu s tam in e)
P ere t er a a p ia
Pr oj ek t ip õ his e lt Va n em aha ri dus , P R E P - p aar is u ht ek oo l it us ,
v õrg us tik u p ar t ne r i t e k oo l i tus e d
2. Short information about the organisation in English (acti vities,
clients, etc.)
NG O P a pa v er s t ar t e d pr o v i di n g re ha b i l it at i on s er v ic e t o j u v en i l e of f en d ers a nd
th e ir f am i l ies as a n i nd e pe n de n t N G O i n 2 01 3 . Pr e vi o us l y, s i nc e 20 0 7, t he NG O
te am has pr o v id e d t h e s am e s er v ic e as t h e re h ab i l it at i o n t eam i n Kr is t ii n e Soc i a l
Ce ntr e . T he t ar g e t gr o u p of th e s e r vic e c om pris es f am i l ies at r is k (j uv en i l e
of f en ders ac c o r d i ng t o th e J u v e n i le Sa nc ti ons Ac t wi t h th e ir f am i l y m em bers ) a n d
th e ir n et wor k m em ber s .
S erv ic e s:
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Re h ab i l it at i o n s er v ic e f or j u v e n il e d e l in q ue nt s
In d i v id u al c o u ns e l i ng ( s e ve ra l ex per t s , ps yc ho l o gis t, s oc i a l work er , f am il y
c ou ns e li n g)
T her a p y f oc us i n g on f am il y is s u es
Pr oj ec t b as e d: Sc ho o l of pare n ts , PR E P t her a p y f oc us i ng on r e la t io ns hi p
is s ues , tr a i n i ngs f or n et wor k par t ners
3. Name of the organisation as you w ould w ant it to appea r on the
EQU ASS Assurance certificate
MT Ü Papaver
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 :
Rehabilitatsiooniteenus
Nõustam isteenus
Pereteraapia
Projektipõhiselt Vanemahar idus, PREP - paarsuhtekoolitus,
võrgust ikupartnerite koolitused.
5. Organisation’s logo
Er a ld i f a il is
Information to be published on EQUASS website:
Name of the organi sation : MTÜ Papaver
Post address: Kotka 26 Tallinn 11312 Es tonia
Director: Evi Vilgats
Contact person: Margery Roosimaa
Email: margery.roosimaa @papaver.ee
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Web: www.papaver.ee
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EQUASS ASSURANCE
AUDIT REPORT
Site visit: 26.-27.01.2015
MT Ü Papaver
Karin När ep
© 2012 by European Quality for Social Services (EQUASS)
All rights reserved. No part of this document may be reproduced in any form or by any means, electronic, mechanical,
photocopying and recording or otherwise without the prior written permission of the EQUASS.
1. Information of the social service provider
Na me of th e so ci al
M T Ü P ap av e r
se rv i c e p rov id er
Ad d re s s:
Kot ka st r 2 6 , T al li nn, E sto ni a
Po st bo x:
P er so n re sp on sib le Ev i Vil gat s
(C EO ) :
Cont ac t p e rs on: M arge r y Roo si ma a
Pho ne: 00 3 72 5 32 6 7 00 8
Fa x: -
E- m a il: m ar ger y. ro os im aa @ g m ail .c om
W eb s ite: w w w .pap av e r. e e
Na me of Au dit o r: Ka ri n Nä r ep , L ii na T e es a lu ( sh adow aud ito r)
Dat e s of aud it : 26 .- 27 .0 1 .2 0 15
Cli en ts: Num ber of p ers on s er v ed : 8 6
As of ( d at e): 2 6 .- 2 7 .0 1 .2 0 15
St aff: Num ber of Fu l l t im e s t af f : 2
Num ber of P ar t t im e s t af f : 1 4
Num ber of C on tr ac t e d s taf f : -
Num ber of vo l un t eers (if ap p l ic a b l e) : 0
S erv ic e s: Reh ab il it atio n s erv i c e f or juv en il e d e lin qu ent s
Indiv idu al c oun c el in g ( sev er al ex pe rt s,
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ps yc hol ogi st , so ci al w ork er)
T her ap y fo cu si ng on fam il y i ssu e s
S choo l of p a re nt s
PR E P th e rap y fo cu si ng on re l atio ns hip i s su es
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2. Audit program
26.01.2015
9.00-9.10 Kick-off meeting
9.10 – 12.00 Documentation review
12.00-13.00 Lunch
13.00-14.00 Meeting with partners
14.00 –14.30 Pause
14.30-15.30 Meeting with funders
15.30-16.00 Pause
16-16-30 Meeting with personnel (specialist for the development)
16.30-17.30 Meeting with persons served (children and their parents )
27.01.2015
9.00-10.00 Meeting with persons served (parents)
10.00-10.30 Pause
10.30-11.30 Meeting with personnel
11.30-12.30 Lunch
12.30-13.30 Meeting with CEO
13.30-15.30 Preparation of conclusions
15.30-16.00 Feedback meeting with the perso nnel
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Detailed feedback on performance
1. The social ser vice provider def ines documents and impl ements its
vision and mission values on ser vice provision.
Rem ark f rom th e au d it or :
T he s er v ic es of t h e s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
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T he s oc ia l s er v ic e pr o v i der has T he a wa re n es s of t he s taf f of th e v is io n,
doc um en te d i ts v is i on , m is s io n and m is s io n an d v al u es is v er y h i g h a n d t h es e
c orp or at e v a lu es . D ur i ng th e i nt er v ie ws is s ues are d is c us s e d per i o d ic a l l y. Ho we v er
was v al i d at e d th a t em p lo ye e s ar e a war e th e f ur th er im pro v e m ent m igh t be to
of t he v is i o n, m is s i on a n d c or p or at e ac h i e v e s ta b i l it y in t h e c or e s t at em ents as
v a lu es and im pl em ent th es e i n t h e ir th e m is s i o n, v is i on a nd v a l ues s h ou l d no t
e ver yd a y a c t i v it i es on pr o v i di n g be am end e d v er y f r eq u e n tl y.
s er v ic es . As s t a te d in t he m is s i on ,
T he f urt h er im pro v em en t ac t i on m i gh t be
v is io n a nd v a l ues t h e per s o ns s er ve d
(c h il dr e n a nd th e ir par e nts ) ar e th e th e el a b o ra t io n of th e s tr at e g ic of MT Ü
P ap a v er. T h er e is c o ns id er ab l e am ou nt of
m ain f oc us of th e s er v ic e pr o v is io n.
unc er ta i nt y i n t he ac t i v it i es of t he s oc i al
T here is c l ea r e v id e n c e th a t t h er e ha v e
be e n d is c us s io ns on v is io n , m is s i on a nd s er v ic e pr o v id er ( d ue to th e i ns t ab i l it y of
f in anc i n g) a n d t he c h an g es i n th e s oc i a l
v a lu es dur i n g t h e p er i od ic a l m eet i n gs of
s er v ic es l eg is l at i o n at th e m om ent.
a ll s t af f . As t he s oc i a l s er v ic e pr o vi d er
has es t a b lis h ed r e l at i v e l y l at e l y, th er e Ho we v er the s tra t eg ic p l an c ou l d give
ad d ed va l u e t o th e ac ti v i t ies of t h e s oc i a l
ha v e b e en s e v er a l a m endm ents in t h e
s er v ic e p ro v i de r in o rde r t o g i v e c l ea rer
v is io n , m is s i on a nd v a lu es dur i n g l as t
ye ars . f oc us of t he wo rk in l on g - term . A lt ho u g h
th e s tr at e g ic p l an h as a r o le f or th e
ex t er na l s tak e h o l d ers in or d er to ha v e
be tt er u n de rs t an d i ng of th e or ga n is at i on ’s
ac t i v it i es .
Tö ö t a j a t e t e a d l i k k u s vi s i o o n i s t , m i s s i o o n i s t j a
vä ä r t u s t e s t on kõrge ning antud teemasid
arutakse regulaarselt. Edasine
p a r e n d u s t e g e vu s saab olla s a a vu t a d a
stabiilsus nimetatud võ t m e t e e m a d e s , kuna
missiooni, vi s i o o n i ja vä ä r t u s i ei peaks
m u u t m a vä g a s a g e l i . E d a s i n e a r e n d u s t e g e vu s
võ i k s olla MT Ü P a p a ve r i a r e n g u k a va
vä l j a t ö ö t a m i n e . Kuigi asutuse t e g e vu s e s on
m ä r k i m i s vä ä r n e ebakindlus (rahastamise
ebastabiilsuse ja sotsiaaltöö sead usandluse
võ i m a l i k e m u u d a t u s t e t õ t t u ) , s i i s a r e n g u k a va
a n n a k s l i s a vä ä r t u s t , k u n a võ i m a l d a k s p a r e m a t
fookust pikaajalisele asutuse tegevusele.
Samuti oleks a r e n g u k a va oluline dokument
vä l i s t e h u vi p o o l t e j a o k s võ i m a l d a m a k s p a r e m a t
a r u s a a m a a s u t u s e t e g e vu s t e s t .
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2. The social ser vice provider def ines, documents, and implements its
qualit y policy by determining long term qualit y goals, and its
commitment to cont inuous improvement.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e pr o v i de r h as a T he q ua l i t y p ol ic y ha s be en e la b ora t ed
doc um en te d q u al i t y p o lic y. D ur i ng t h e an d a ppr o v ed r at her r ec e n tl y (a p pr o ve d
i nt er v ie ws was c onf ir m ed th at in J an u ar y 2 01 5) , so t he f ur th er
em pl o ye es ar e a war e of t he q u al i t y im pro v em ent ac t i on m i gh t b e t o en s ur e
po l ic y. T he q u a li t y p o l ic y wa s th at qu a l it y p o l ic y wi l l b e im pl em en te d
e la b ora t ed an d im pl em ent e d in the in the e v er yd a y prac t ic e of t he
c l os e p ar t ic i p at i on of a ll s t af f . org a n is a t io n . T he q u a li t y p o l ic y n ee ds
to b e am en d ed i n s o m e parts , t o s t at e
c l ear l y wh e n a nd h o w a l l p ri nc i pl es wi l l
be c hec k e d an d am en de d if n ee d ed .
K un a k v a l it ee d i po l i it ik a on vä lj at öö t at ud
ja k in n it at u d üs na h ilj ut i (k i nn i ta t ud
j aa n uar is 2 0 15) , s i is e d as i n e
par e n dus te g e vus p e a k s olem a t a ga d a,
et k v al i te e d ip o l i it ik a rak e nd at ak s e
org a n is a ts io o n i ig a pä e va pr ak tik as s e.
K v al i te e d ip o l i it ik a v aj a b t ä ie n dam is t
m õni ng a tes os ad es , m äära t lem ak s
s e lg e lt , m il l a l ja k ui d as k õik
k va li t ee d ip o l i it ik as to o du d
j uh t im is pr in ts i ib i d üle va a da tak s e ja
tä i en d at ak s e.
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3. Persons ser ved, family members and ser vice user organisations are able
to give f eedback on their individual and collective exper ience of
programmes and ser vices.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
8
Dur i n g t he i nt er v ie w s was c onf irm ed C o l l e c t i n g t h e f e e d b a c k i n m o r e s ys t e m a t i c a n d
th at t h e s t ak eh o ld er s ( bo t h i nt er na l an d o b j e c t i ve way - in the form of feedback
ex t er na l) have o pp or t u ni t y to g i ve questionnaires is implemented quite recently, so
f ee db ac k o n pr ogr am m es an d s er v ic es there is a need to create sustainability in this
thr o ug h the f e ed b ac k ques t i o nn a ir es . p r o c e s s a n d e n s u r e t ha t t h e f e e d b a c k i s a ske d
T he f e ed b ac k f r om em plo ye es , f u n ders , p e r i o d i c a l l y a n d wi t h t h e s a m e m e t h o d o l o g y i n
par t ners a nd p er s ons s er v ed is o r d e r t o c r e a t e c o m p a r a b l e d a t a o ve r t h e ye a r s .
doc um en te d . T he f eed bac k f rom Th e r e i s a l s o a n e e d t o e va l u a t e p e r i o d i c a l l y
pers o ns s er v e d a nd p ar t n ers is whether there are the most appropriate measures
pu b l is h e d on t he we b - s it e of t h e s e r vic e for collecting feedback in place, e.g. from
pro v i d er. p e r s o n s s e r ve d . O n e p o s s i b l e i m p r o ve m e n t a c t i o n
i s t o h a ve f e e d b a c k q u e s t i o n n a i r e i n R u s s i a n
l a n g u a g e . O n e p o s s i b i l i t y o f i m p r o ve m e n t i s t o
s e t t h e p r i n c i p l e s f o r d i sc u s s i n g t h e r e s u l t s o f t he
f e e d b a c k q u e s t i o n n a i r e s ( e m p l o ye e s a n d e xt e r n a l
stakeholders) both inside the organisation and
wi t h stakeholders for setting necessary
i m p r o ve m e n t action plan wi t h dates and
r e s p o n s i b l e p e r s o n s . I t i s ve r y i m p o r t a n t n o t o n l y
to collect feedback, but to learn from it and
inform the stakeholders on the i m p r o ve m e n t s
m a d e b a s e d o n t h e f e e d b a c k . A l s o t h e r e c o u l d be
a n a n a l ys i s w h e t h e r t o u s e a d d i t i o n a l m e t h o d s f o r
collecting feedback e.g. focus groups etc.
Ta g a s i s i d e kogumine tagasiside küsimustike
vo r m i s o n r a k e n d a t u d s u h t e l i s e l t h i l j u t i , s e e g a
t u l e b t a g a d a j ä t k u s u u t l i k k u s t a g a s i s i d e k ü s i m i s e l.
St tagasisidet tuleb küsida perioodiliselt ja sama
metoodikaga kindlustamaks võ r r e l d a va info
olemasolu aastate lõikes. Samuti tuleb
p e r i o o d i l i s e l t ü l e va a d a t a , k a s k a s u t u s e l o n k õ i g e
s o b i va m a d tagasiside kogumise meetodid.
Ta g a s i s i d e k ü s i m u s t i k tuleks vä l j a töötada ka
ve n e k e e l s e n a . Üheks võ i m a l i k u k s
p a r e n d u s t e g e vu s e k s o n m ä ä r a t l e d a p õ h i m õ t t e d ,
kuidas arutatakse tagasisideküsitluste tulemusi ,
e t s a a k s k o o s t a d a p a r e n d u s t e g e vu s t e p l a a n i .
9
4. T h e s oc i a l s er v ic e pr o v i d er inf o rm s al l s tak e ho l de rs a b ou t t h e of f er ed
pro gr am m es a n d s er v i c es a v ai l a bl e .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e p r o v id er has b ee n T he dis s em in a ti o n of th e i nf orm at i o n is
v er y ac t i v e i n pr o vi d i ng t h e inf or m ati o n org a n is e d ver y we l l .
on its ac t i v it i es .
T here is h o we v er s om e pos s i b i li t ies f or
It was c o nf ir m ed dur i ng t he a ud i t, th at im pro v em ent ac ti o ns . O n e p os s ib i l i t y i s
i nt ern a l a n d e x t er n al s tak eh o ld ers a re to e v a lu at e p eri o d ic a l l y wh et h er t h ere
a war e of t he pr o gr am m es an d s er v ic es are t h e m os t a p pr opr i at e m eas ur es to
of f ere d. T h er e ar e s e ver a l m eth o ds i n pro v i d e inf orm ati o n to the d if f er en t
pro v i d i ng inf or m ati o n – m eet i n gs s tak e ho l de rs i n p lac e.
(doc um en te d i n pr ot o c o ls ) as we l l as
we bs it e. T he s oc i a l s er v ic e pr o vi d e r Dur i n g t h e i nt er v i e ws wit h t he p ers o ns
s er ve d it was c o nf irm ed th at th e y k no w
a ls o or ga n is es r e g u la r s em in ar s t o its
we l l a bo u t s er v ic es d i rec t l y pr o v i de d to
par t ners a nd for the p os s i bl e f u tur e
par t ners f or pr o v i di n g i nf or m at io n. th em , bu t n ot so m uc h on o ve ra l l
ac t i v it i es of th e s oc i al s er v ic e p ro v i de r.
Inf orm ats i o on i a v a l ik us t am in e on
k orral d at u d v äg a h äs t i. S iis k i o n t ea t ud
par e n dus te g e vus i . Üks võim a lus on
h in n at a r e gu l a ars e l t, k as k as ut us e l o n
k õig e s o b i vam a v ad m eet o di d inf o
ed as tam is ek s . In te rvj uu d e k äi gus
k lie n ti d eg a le i d is k in n it us t , et na d o n
te a dl ik u d n e i le ots e s e lt pak u ta v at es t
te e nus tes t, k ui d e i t e a n i i võr d as ut us e
te g e vus es t ül d is el t.
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5. T he s oc i a l s er v ic e pr o v i der m an ag em en t es t a bl is h es a nd d oc um ents an
an n ua l p l a nn i n g an d r e v ie w pr oc es s .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he a n nu a l p l an n in g pr oc es s a nd t h e T he s oc ia l s er v ic e pro v i der has
re v ie w pr oc es s of th e a nn u al p la n ar e es t a bl is h ed t he an n ua l p l an n in g pr oc es s
doc um en te d and im p lem en t ed in the s o, t h at t h ere is o n l y onc e t he r e v ie w of
wh o le or g an is at i o n. It was c o nf ir m e d in th e a nn u a l p la n – i n t he b e g in n i ng of
th e i nt er v ie ws th a t em pl o ye es ar e th e n ex t ye a r. T he re m igh t be a
ac t i v e l y in v o l v ed b ot h i n th e s et t in g u p d is c us s i on wh et h er t h ere c ou l d a ls o th e
th e an n ua l p la n as we l l as e v a lu at i o n of re v ie w of t he p la n in th e m id dl e of th e
th e res u l ts of t he im pl em ent at i o n of t he ye ar ( in t h e en d of t h e f irs t s em es t er) –
p la n. it wi l l give m ore f lex i bi l i t y in t he
p la n ni n g as i t a l lo ws t o m ak e nec es s ar y
c ha n ges in t he m idd l e of th e
im pl em ent a ti o n of t h e p la n.
As ut us on l o on u d a as t as e
p la n eer im is p ro ts es s i n ii , e t a as ta p la a n i
ü le v a at am in e t o im ub ük s k ord –
j ärgm is e aas ta a lg us es . T u l ek s
an a l üüs i da , k as v õ ik s to im ud a tä i e nd a v
p la a ni ü l e va at am in e aas ta k es k e l
(es im es e p o ol a as t a lõ pus ) – s e e a n nak s
en am pa in d l ik k us t pl an e er im is es , k un a
v õ im al dak s te h a vaj a l ik ud m uu da t us e d
aas t ap l aa n i e l l u vi im is e k es t e l.
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6. T he p l a n i nc lu d es :
an n ua l o u tc om es / tar ge ts
th e ac ti v i t ies t o b e u n der t ak en i n ac h ie v i n g th e a nn u a l tar g ets
m onit or i ng of th e pe rf orm anc e of t he or g an is at i o n i n m eet in g its
an n ua l t ar ge ts
tim e- s c al es a n d pr oc e dur es f or r e v i e w a n d r e v is i o n.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
12
A nn u a l p l an n in g pr oc es s of t he s er v ic e T here is a p os s i bi l i t y f or the
pro v i d er h as c yc l ic c h ar ac t er : t h ere are im pro v em ent ac t i ons i n s et t in g u p t h e
s et a nn u a l o bj ec t i v es / tar g ets , ac t i v it i es an n ua l p la n f or t h e s er vic e pro v i d er.
an d ex p ec t e d r es u lts as we l l as t im e T here c o u ld be m ore in d ic at ors in
s c a les f or r e vi e w . T her e is a p la n to ac c or d i ng to S M ART pri nc i p les
i nc l u de m or e i n dic a to r s t o t h e a nn u al (s pec if ic , m eas ur ab l e, ac h i e v ab l e,
p la n in or d er t h e m ak e th e p l an m or e re le v a nt , t im e - b o un d ) in ord er to
res u l t- bas e d. ac h i e v e m ore o bj ec t i v e m eas ur em en t of
res u l ts . I t is a ls o pl a n ne d b y th e s er v ic e
pro v i d er t o a dd t his k i nd of in d ic at ors . It
is a ls o im por ta nt t h at t he tr e nd l in es of
th e res u lts o v er t he ye ars c o ul d be
ge n er at ed .
A lt h ou g h t h e s e r vic e pr o vi d er is v er y
op e n t o d is s em i na te th e inf orm ati o n it
c ou l d be d is c us s e d whe t her to s e n d t he
an n ua l p l an and a nn u a l r ep ort (as
doc um en ts ) als o to the e x t ern a l
s tak e ho l de rs (e. g . f und ers ) t o g i v e to
th es e doc u m en ts m ore a tt e nt i on .
Üh e ar e nd us t e g e vus en a võ ik s lis a d a
en am SM A RT (s pets i if i l i ne , m õõd et a v ,
rea l is tl ik , as j ak oh a ne , aj as t at u d)
põ h im õt et e le vas t a v a id in d ik aa tor e i d,
ta g am ak s tul em u s t e obj ek ti i vs em
m õõtm in e j a tre n d id e j äl gim i ne aas t at e
l õik es . K u ig i as u t us on v äg a a v a tu d
i nf orm ats io o ni j a gam i s e l, v õ ik s aru ta d a
om a a as t ap l a an i ja a as ta ar ua n d e
s aa tm is t v ä l is t e l e hu v i po o lt e l e.
7. T h e s oc i a l s er v ic e p r o v i der d em ons tr at es org a n is a t io n ’s s uc c es s i n
s at is f yi n g th e n e eds a nd ex p ec t a ti o ns of t h e s oc i et y.
13
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r v ic e pr o v id er As th e p os s i b l e im pro v em ent ac t io n th e
dem ons tr at es or g an is at i on ’s s uc c es s in s oc ia l s er v ic e pr o v id er c o u l d a n a l ys e
th is are a in th e s e ve r a l wa ys – i n t he th e pos s i b i li t i es t o im pro v e th e c o nt e nt
an n ua l r e por ts , i n t h e we b - pa g e a n d i n of its an n u al r e por t, wh ere c o ul d be
s em in ars . doc um en te d m ore i n f orm ati on on the
res u l ts of t h e s oc i al s er v ic e p ro v i de r.
E das is ek s are nd us te g e vus ek s on
an a l üüs i da v õ im al us i par e nd a da e nd a
aas t aar u an d e s is u st l is a d a en am
i nf orm ats io o ni as u t us e t u lem us t e k o ht a.
8. T h e s oc i al s er v ic e pr o v i d er dem o ns tr at es or ga n is at i on ’s s oc i a l res p o ns ib i l it y
thr o ug h ac t i vi t ies c on t r i bu t in g t o th e s oc i et y.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
14
T he s oc ia l s er v ic e pr o v id er c o n tri b ut es T here is c l e ar e vi d enc e th at s oc i a l
c l ear l y to the s oc i et y th r o u gh i ts s er v ic e p ro v i de r has a s tro n g
ac t i v it i es . T h er e h a v e be e n e l a bor a te d c om m itm e nt to the c om m uni t y b as e d
th e i nf orm at i on m at e r i als f or s c ho o ls ac t i v it i es . One im pro vem e nt ac t i on
an d p ar en ts . c ou l d be to d is s em in a te th is i nf orm at io n
to t he ex t er na l s t ak eh o l ders in m ore
s ys tem at ic wa y i n th e an nu a l r e por ts of
th e s er v ic e pr o vi d er.
As ut us e l on tugev p ü h en d um us
k oguk on n a le s uu n at u d te g e v us t e
e ll u v i im is ek s . Ük s ar e nd us te g e vus v õ ik s
o ll a le v i t ad a s e l l ek oh as t i nf orm ats io o n i
v ä lis t el e h u v ip o o lt e le e n am
s üs t e em s em alt l äb i as u t us e
aas t aar u an n et e .
9. T h e s oc i a l s er v ic e pr o v i d er h as a s t af f rec r ui tm ent a nd r e te n ti o n p o l ic y
th at pr om otes t he s e lec t io n of q ua l if i e d pe rs o n ne l b as e d o n r eq u ir ed
k no wle d ge , s k i l ls a n d c om pet e nc es .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
15
T he s oc ia l s er v ic e pr o v i der has As m os t of t h e s t af f is h ir e d o n par t -
doc um en te d a n d im pl em ent e d c om m on tim e c o ntr ac t , i t is i m porta n t th at th e
pr inc i p les f or s t af f po l ic y inc l ud i n g t h e pers o n ne l p ol ic y g i v es m eas ures to
rec r ui tm ent an d r et e nt i on po l ic y a vo i d t he p os s i bl e r is k s .
pr inc i p les . It was c on f ir m ed d ur i n g t he
K un a en am ik tö öt aj a i d on
i nt er v ie ws t ha t t h es e pr i nc ip l es ar e
im pl em ent e d i n pr ac t i c e. T her e is v er y os ak o orm us e ga , s iis on o lu l i n e t ag a da
v aj a l ik ud p ers o n al i p o li i t ik a m eetm ei d
c l ear f oc us o n th e c o m pete nc i es of th e
v õ im al ik e r is k id e vä l ti m is ek s .
bo t h i n th e r ec r u i tm en t a n d we l l as
ret e nt i on .
10 . T h e s oc i al s e r vi c e pr o vi d er o per a tes i n c om pl i a nc e wi th m anda t or y
na t io n a l le g is l at i on , pr o v id i ng a p pr opr i at e w ork in g c o nd i t io ns , a d e qu a te a n d
agr e e d s t af f le v el a n d s t af f rat io , a n d a p p rop ri a te r e war d in g f or s taf f an d
v o lu nt e er s .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
It was c o nf i r m ed ( bo t h ac c or d i ng t o th e
doc um en ta t io n as we ll as i n i nt er v i e ws )
th at t her e ar e nec es s ar y pr inc i p les a n d
m eas ur es in p l ac e . It was c o nf irm e d
th at t h e wor k in g c o n d it i ons , s taf f rat i o
an d r e war d in g ar e s at is f ac tor y a nd
th es e were n ot s ta te d as pr ob l em s b y
th e s taf f . As a lm os t a ll of t he s t af f is
work i n g p ar t - t im e, t h er e ar e in p lac e
m ec han is m to e va l u at e th e work lo a d
an d m ak e the n ec es s ar y a dj us tm ents if
nec es s ar y.
16
11. The social ser vice trains all staff based on a plan f or leaning and
development and evaluates the eff ectiveness of the training.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
It was c o nf ir m ed t ha t ac c or d i n g t o t h e T here is a p os s i bi l i t y f or the
ne e ds e v a lu a te d d ur i ng th e a p pra is a l im pro v em ent i n th e pr inc i p les f or t h e
i nt er v ie w t h er e is a p la n ni n g of t h e de v e l opm en t of s ta f f c om pet enc i es ,
pers o n al d e v el o pm en t, wh i c h is k no wle d ge an d s k i l ls as th er e ne e ds to
doc um en te d in th e an n ua l p la n. T h e be t o c l e ar er l i nk bet we e n th e a p pra is a l
em pl o ye es ar e a war e of t h e ir i nt er v ie ws and e la bor a ti o n of t he
pos s i b i li t ies to have th e n ec es s ar y tra i n in g p l a n. T he re is a ne e d t o f ix
tra i n in gs . T he ef f ec ti v e nes s of t he c l ear r ul e h o w t h is l i nk s h ou l d wo rk i n
tra i n in gs is e v a l ua te d d ur in g t he an n ua l p rac t ic e .
ap pr a is a l in ter v i e ws .
Üh ek s ar en d us t e g e v us ek s võ ik s olla
s e lg em a s eos e l o om in e ar en g u ves t lus t e
j a k oo l i tus p la a n i k uj u n em is e v a h el .
12 . T he s oc ia l s er vic e pr o v i de r a pp l i es re q u ir em ents f or c om pet e n c e i n t h e
i de nt if ie d r o l es a nd f u nc t i ons of s t af f a nd e v a lu at es t hem o n a n nu a l b as is .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
17
It wa s c onf ir m ed th at t he r e ar e t he T he p os s ib l e im pro v e m ent ac t io n is t o
c yc l ic a l p r oc es s i n p l ac e b e t wee n t h e as s es s the c o nt en t of th e ap pr a is a l
des c r i pt i o n of t he c om pet enc i es , i nt er v ie ws pe ri o d ic a l l y in ord er to
k no wle d ge a nd s k i l ls n e ed e d (j o b ens ur e th a t th e n ec es s ar y a m en dm ents
des c r i pt i o n) a nd t h e a c tu a l e v al u at i on of are m ad e. T h er e c o ul d be a n a n al ys is
th e j o b r es ul ts an d t h e n e eds ( a p pra is a l ho w to a gr ee and doc um en t in the
i nt er v ie w) . Al l t he s t af f m em ber s h a v e ap pr a is a l i nt er v i e ws t he t arg e ts f or th e
th e ir j ob des c r i pt i o ns . nex t ye ar – as t hes e tar g ets ar e v e r y
ge n er al at t h e m om ent , c o u ld t h ere b e
m ore m eas ur ab l e t ar g ets f or eac h s t af f
m em ber.
E das is ek s a re nd us te g e vus ek s on
h in n at a ar en g u v es t l us t e s is u
per i o od i l is el t t a gam ak s vaj a lik e
m uuda t us t e s is s e v i im in e. V õ ik s
an a l üüs i da , k ui d as k ok k u lep p i da ja
dok um en te er i da are n g u ves t lus t e k äig us
ees m är gi d j ärgm is ek s aas tak s – k un a
he tk el on ne e d are ng u v es t l us t e
k ok k uvõ te tes s õ nas t a tu d vä g a ü l d is e l t,
v õ ik s s ea l o l la e nam m õõde t a va d
oo d at a v ad t u lem us ed .
13 . T he s oc i a l s er v ic e pr o v id er r ec o g n is e s th e s taf f as a r es ourc e f or
f ee db ac k on or ga n is at i on a l perf orm anc e , s er v ic e d e ve l o pm ent an d s taf f
de v e l opm en t
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
18
T he s oc ia l s er v ic e pr o v i der has T here is a ne e d to ac hi e v e
doc um en te d p ol ic y a nd pr oc ed ur es i n s us t a in a b il i t y in th e f ee d bac k c o l lec t io n
p lac e t o i n vo l v e t he s t af f in a l l ac t i v i t ies f rom the s t af f i n or der t o h a ve t h e
of th e org a n is a t io n . It was c o nf irm ed c om par ab l e d at a o v er ye ars .
th at t h e s t af f is s e e n as th e c ruc i a l
O l u li n e on t ag a d a j ätk us uu t l ik k us
e lem en t of pr o v id i n g th e s er v ic es a nd
m ak e t he n ec es s ar y c h an g es in t he ta g as is i d e k og um is e l t öö taj a te l t
tek i tam ak s v õrre l d a v i nf o tu l em us t es t
s er v ic e a nd its pr o vis i on if n ee d ed . Al l
aas t at e l õ ik es .
th e is s u es c o nc e r n in g p r o v i d in g
s er v ic es an d the or g a n is a t io n a re
d is c us s e d r e gu l ar l y in t he s t af f
m eeti n gs ( o nc e a m on t h) .
14. The social ser vice provider has mechanisms in place to enhance
satisf action and mot ivat ion of staff
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
19
It was c o nf ir m e d th a t t he m ot i v at i on an d T here is pos s i b il i t y f o r th e im pr o vem en t
s at is f ac t io n of th e s taf f ar e v er y ac t i on in t he m eas ur em ent th e
im por ta nt e l em en ts t o th e em pl o ye r as s at is f ac t io n a nd m ot i v at i on - i n o rd er to
th e m ai n pr i nc ip l e is t he s t ab i l i t y of th e k eep c o ns ta n tl y th e m os t ef f ec t i v e
s taf f . T her e ar e i m plem en te d t he m eas ur es t h ere is a n ee d to as s es s
m ec han is m s f or th e c ons t an t f ee d bac k per i o d ic a l l y, wh i c h k i nd of f ac t ors ar e
an d t u nn us t am in e . T her e is a ls o s oc i a l i nc re as i ng or d ec re as i ng th e m oti v a ti o n
e ve n t f or a l l s t af f o nc e a ye a r . an d s at is f ac ti o n. S o t her e is a ne e d t o
c rea t e th e s us ta i na b i l it y i n p er i od ic a l
s at is f ac t io n s ur v e ys of em pl o ye e s .
Ra h ul o l u ja m oti v at s i oo n i m õõtm is e
j uur es tu l e b – s e l l e k s , et r ak en d ad a
as u t us es k õ ig e ef ek ti i vs em ai d
m eeto d e id n e nd e t õs tm is ek s –
per i o od i l is el t m õõt a, m il l is e d f ak tor i d
põ hj us t a va d m ot i va ts i oo n i ja ra h u lo l u
tõ us u ja m il l is e d l an g us t . T öö taj at e
rah u l o luk üs it l us t es tu l e b t a ga d a
j ätk us u u tl ik k us .
15 . T h e s oc i a l s e r vi c e p ro v i de r as s ur es th e r i gh ts of p ers o ns s e r ve d
ou t l in e d in a Ch ar ter of R ig h ts wh ic h is bas e d on t he E U C har t er of
Fu nd am en ta l Ri g hts , t he E ur op e an C on v e nt i on f o r t he Pr ot ec t io n of Hum an
Ri g hts a n d Fu n dam e nt a l Fre e dom s of the Cou nc i l of E uro p e an d o th er
i nt er n a ti o n al h um an r i gh ts c on v e nt i ons , es p ec ia l l y t h os e e l ab or at ed u nd er
th e U ni t ed N at i o ns .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
20
MT Ü P a pa v er h as doc um en te d an d T he p os s ib l e im pro v e m ent ac t io n m ig ht
im pl em ent e d t h e r i g ht s of th e p ers o ns be t o pr es e nt t he c h art er of r ig h ts in
s er ve d a n d th es e ar e i n ac c or d a nc e t o m ore us er - f ri e nd l y f o rm at. A ls o it was
th e i n ter n at i on a l hum an r i gh ts c onf irm ed t h a t t he p e rs ons s er ve d n o w
c on v e nt i ons . D ur i ng t he i nt er v i e w s wi t h th e ir b as ic ri g hts , th ere wer e c a ps in
th e p ers on n el was v a li d at e d th a t th e th e k no wl e d ge of a ll th e ir ri g hts a nd
s taf f a nd p er s ons s er v ed ar e a war e of du t ies .
th e ir r i g hts a n d du t ies i n ge n er al t erm s .
E das i n e ar en d us t e ge v us on es it a da
õ ig us t e ja k oh us t us t e k ood ek s en am
k as ut aj as õb ra l ik um as vorm is . Kui
as u t us e k l ie n d id te a v ad p eam is i õ i gus i ,
s i is ei t ea d nu d n ad k õ ik i om a õ i g us i j a
k ohus tus i .
16 . T h e s oc i a l s er v ic e pr o v i d er inf orm s th e pers o n s er ve d a bo ut h is / h er
ri gh ts a nd d ut i es es pe c i al l y t o eq u a l tre atm e nt o n gr ou n ds of a g e, d is a b i li t y,
ge n de r , r ac e , r e l ig i o n or be l i ef an d s ex u al or ie nt a ti o n b ef or e rec e i vi n g t he
s er v ic es .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
21
It was c o nf ir m e d t h a t b ef or e e nt er in g
th e s er v ic e the s er v ic e pr o v i der
es t a bl is h es th e c o n ta c t wi t h th e f am il y
of th e f ut ur e c l ie n t a n d i ntr o duc es its e lf
an d i ts s er vic es . A ls o t h e c har t er of
ri gh ts wi l l be in tr o d uc ed .
T he p ers o ns s er v e d s ho u l d g i v e th e ir
s i gn at ur e to t h e c h ar t er of r i gh ts b ef ore
th e y e nt er t o th e s er v i c e( s ) .
17 . T he s oc i a l s er v i c e pr o v id er h as ac c es s ib l e c om pl a i nt m ana g em ent
s ys tem wh ic h r e gis t e r s f ee d bac k o n perf orm anc e f rom pers o n s s er v ed ,
purc h as er s an d o th er r e le v a nt s t ak eh o ld ers .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
MT Ü Pa p a ver has c om pl a i nt T he im pro v em en t ac t i on is t o im pl em en t
m anag em en t s ys t em in p lac e , whic h th e s ys t em and e v al u at e it af t er it h as
as s ur es t ha t the c o m pla i nts wi l l be be e n im pl em ent e d f or s om e p er i od . T h e
i n ves t ig at e d i n t h e a ppr o pr ia t e wa y as m ec han is m f or s ubm it ti n g c om pl a i nts is
we l l as dis c us s e d to m ak e the i n p l ac e , b ut th er e is no ex per i e nc e on
nec es s ar y d ec is io n f or f ol l o w - u p ho w t he s ys t em work s s o f ar .
ac t i ons .
P are n dus t eg e v us ek s on s üs t e em i
e ll ur ak en d am in e ja s el l e to im i vus e
h in d am in e p e a le te at u d p er i oo d i.
K ae b us t e es it am is e s ü s t e em on lo o du ,
k uid p u u du b k og em us s üs t eem i
to im im is e k o ht a.
22
18 . T h e s oc i a l s er v ic e pr o vi d er res p ec ts t he f u nd am en ta l r ig h t t o s e lf -
de t er m in at i on of t h e per s o n s er ve d . T he y f ree l y de te rm ine t he ir po l i t ic a l
s ta tus an d f r ee l y p ur s ue t h e ir ec on om ic , s oc i al an d c u lt ur a l d e ve l o pm ent .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e p r o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
It was c onf ir m ed bo th in the T he p os s ib l e im pro v e m ent ac t io n m ig ht
doc um en ta t io n a nd in ter v i e ws t h at t he be t o d is c us s m ore th e m ean i ng of t he
ri gh t t o s e lf - d et er m in at i on is o n e t he ri gh t of t he s elf - de te r m inat i o n. A l th o ug h
bas ic ri g hts of t h e pe r s ons s e r ve d. T he th er e is an e v i de nc e th a t th e s e lf -
s oc ia l s er v ic e pr o v i der e va l u at es i ts de t erm in at i on is in pr ac t ic e
perf orm anc e on r es p ec t i ng t his ri g ht im pl em ent e d, the d i s c us s io n on th is
reg u l ar l y i n s taf f m eet i ng . m ight g i v e n e w i ns i gh ts an d i de as h o w
to h a nd l e t his is s u e .
V õim a l ik par e n dus te g e vus on ar u ta d a
en es em äär at l us e õ i g us e m õis te üle
as u t us e k on tek s t is . K u ig i o n t õe n de i d,
et e n es em äära t lus e õ i gus on p rak t ik as
rak en d at ud , s iis s e l l ea l as ed ar ut e lu d
v õ ik s id an d a i d ei d , k uid as t eem at
par em in i la ht i m õtes t a da j a r ak en da d a.
19 . T he s oc i a l s er v ic e pr o v i der f ac i l i ta t es th e pers o n s er v e d in c ho os i ng
an d h a v in g ac c es s t o ad v oc at es a nd / or s u pp ort i ng pers o ns .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
23
Str e n gt hs Im pro vem e nt & de v e lo pm ents
It was c o nf ir m e d t h at if t he r e is a n e ed T he p os s ib l e im pro v e m ent ac t io n m ig ht
ac c or d i ng to as s e s s m ent f or th e be to d oc u m en t c le a rl y t h e ru l es f or
s up p ort i n g p er s o n th er e is th e he l p in g t h e p ers o ns s er ve d t o ha v e an
pos s i b i li t y to have th is kind of ad v oc at e a nd s up p ort i ng pers o n.
as s is t anc e . O n e s t af f m em ber has als o
ac t e d as a s u pp or t in g per s o n. E das is ek s ar en d us t eg e vu s ek s v õ ik s o l la
dok um en te er i da s el g e l t r ee g l i d a it am ak s
k lie n te le i da ees tk os tj at j a t u gi is ik ut .
20 . T h e s oc ia l s er v ic e pr o v i d er def in es a n d doc um en ts its p o l ic y o n et h ic s
th at r es p ec ts a nd as s ur es th e d i gn i t y of th e p ers o ns s er v e d, pro tec ts th em
f rom un du e r is k an d pr om otes s oc i a l j us t ic e
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr a m .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
MT Ü P a pa v er h as doc um en te d an d A lt h ou g h t he et h ic s po l ic y h as be e n
im pl em ent e d a p o l ic y on et h ic s im pl em ent e d, t h er e c ou l d be f urt h er
ref l ec t i n g t h e d ig n it y of p er s ons s e r ve d im pro v em ent ac t i v it y to ha v e m or e
an d pr ot ec t in g t hem f r om pos s i b le r is k s . d is c us s i ons am on g s t af f ho w t o m ak e
et h ic pr i nc i pl es “ a l i ve ” an d us e t hem i n
e ver yd a y p r ac t is e.
K ui g i ee t ik ap o l ii t ik a o n r ak en da tu d , s iis
v õ ik s ol l a aru t el us i d, k u i das m u ut a
ee t ik ap õh im õt te i d en am “el a v ak s ” st
k as ut ad a n e id ig a pä e v as es prak t ik as .
24
21 . T he s oc ia l s e r vic e pr o v id er op er at es m ec han is m s wh ic h pr e ve n t th e
ph ys ic a l, m ent a l a nd f i na nc i al ab us e of u s ers .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
S oc i a l s er v ic e pr o v id er h as a T he p os s ib l e im pro v e m ent ac t io n is t o
doc um en te d po l ic y a nd pr oc ed ur es t o be tt er def in e t he p os s ib l e s i tu a t io ns
pre v e nt ph ys ic a l, m e nt a l a n d f in a nc ia l bo t h ins i de and ou ts i de th e
ab us e of p er s o n s e r v ed . D ur i n g th e org a n is a t io n , wher e t her e is a r is k to
i nt er v ie ws it was c onf ir m ed t h at s taf f is an y k i nd of ab us e of pers o ns s er v e d.
a war e of t h es e pr i nc i p l es . T here m ig ht be t h e p o s s i bi l i t y to dis c us s
th es e is s u es wit h ot her s oc i al s er v ic e
pro v i d ers (of c o urs e t ak in g in to ac c ou n t
th e c o nf i d e nt i al i t y pr i nc ip l es ). Ho we v er
th er e m igh t be p os s i bl e dis c us s the
pos s i b le p a tt erns in th e ab us e of t he
per s o ns , wh o are i n t h e weak er pos i t io n
to pr ot ec t t hem s el v es ag a i ns t pos s i b l e
ris k s .
V õim a l ik aren d us t e ge v us on p arem i ni
def in e er id a v õ im al ik k e s it u ats i oo n e n i i
as u t us e s ees kui v ä lj as , k us la ps ed
v õ i va d s a tt u da ä ra k as ut am is e o ht u.
V õik s ar ut a da k a t e is t e s o ts ia a lt e en us te
pak k uj at eg a ( l oom u l ik ul t ar ves t ad es
k onf id e nts i aa ls us e põ h im õtt ei d) ü l d is e l
tas a nd i l, m i l lis e d on v õim a l ik ud
ärak as ut am is e v õ im a lus e d i n im es te
j uur es , k es o n n õr g em as pos its i o on is
k aits m ak s en n as t võ im a lik e ris k i d e e es t .
25
22 . T he s oc i a l s er v i c e pr o v id er pr o v i des s erv ic es i n a s af e s ys tem of
work i n g wit h in a s af e e n v iro nm en t t o e n s ure th e ph ys ic a l s e c ur it y of
pers o ns s er v ed , t he ir f am il i es a nd c ar e tak ers .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has T he p os s ib l e im pro v e m ent ac t io n is t o
c on d uc t e d r is k as s es s m ent t o e v a lu at e ens ur e t h e s us t ai n ab i l it y of t he r e l e va n t
i nd i v i du a l l y a n c o l l ec t i v el y th e r is k s in ac t i ons th a t m eans to c on d uc t t h e r is k
th e wo rk in g e n v ir o nm ent . as s es s m e nt re g ul ar l y.
V õim a l ik uk s aren d u s te g e vus ek s on
ta g ad a v as t a v at e te g e vus te
j ätk us u u tl ik k us st v i ia l äb i r is k id e
h in d am is t e das p id i r eg u la ars e lt .
23 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
a s e t of pr inc i p les , v a l ues a nd pr oc e d ur es t ha t go v er n b e ha v i o ur i n s er v ic e
de l i v er y c o nt a in i n g as p ec ts of c o nf i d en ti a l it y, ac c u rac y, pr i v ac y an d
i nt egr i t y.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
26
T he s oc ia l s er v ic e pr o v id er h as def in e d O n e pos s i b le im pro ve m ent ac t i on m ig ht
s et of pr i nc ip l es , v a l u es a n d pr oc e dur es be to d is c us s th es e pri nc i pl es m or e
to as s ur e an d g o v er n be h a vi o ur in s ys tem at ic al l y – e. g. us in g c as e s tu d i es
s er v ic e de l i v er y. St af f is a war e ab o ut etc as t h is k in d of a ppr o ac h wi l l h e l p
th es e pr inc i p les , v a l ues and th e s taf f t o m ak e th e abs tr ac t pr i nc i p l es
proc e d ures . m ore re l at e d t o t h e ir e v er yd a y pr ac tic e .
As u tus e s ees v õ ik s aru t ad a ne i d
põ h im õtt e i d en am s ü s te em s em alt – n t
k as ut ad es j uh t um ian a l üüs e , k un a s e ll is t
l i ik i l ä he n em in e ai t ab tö öt aj at e l s id u da
ü ld is em al t as an d i l põ h im õtt e d om a
i ga p äe v as e pr ak tik ag a .
24 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
proc e d ur es f or as s ur i n g c o nf i d en t ia l it y of d at a re g ard i n g t he pe rs o ns s er v e d
an d t he s er v ic e pr o v i d ed t o t hem .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
27
S oc i a l s er v ic e pr o vi der has d ef i n ed As th e pr oc ed ur es f or th e c o nf i de nt i a l it y
po l ic y and pr oc e d u r e f or as s ur in g are im pl em ent e d ra th er rec en t l y, it is
c onf id e nt i a li t y of d at a of t he p ers ons im por ta nt t o e v a lu a te t he ef f ec ti v e nes s
s er ve d . T her e ar e s et pr oc e d ur es t o of t h e proc e d ures r eg u l arl y.
as s es s t h es e pr oc e du r es r e gu l ar l y a nd
K un a k o nf i de n ts i a a ls u s e põ h im õt t e d on
am end if n ec es s ar y. It was c o nf ir m ed i n
th e i nt er v i e ws t ha t p er s ons s er v e d rak en d at ud üs n a h i lj u ti , s i is o n ol u l in e
h in n at a n en d e ef ek ti i v s us t re g u la ars e lt .
v a lu e h ig h l y the c onf id e nt i a l it y
im pl em ent e d i n th e MT Ü P ap a v er .
25 . T h e s oc ia l s er v i c e pr o v i d er def in es th e r o les a n d r es po ns ib i l it i es ,
au t hor i ti es a nd t he i nt er r e la t io n of a l l p ers o n n el wh o m a na g e, d es ig n,
de l i v er , s up p or t a n d e v a lu at e t he s er v ic e pr o v is i o n to pers o n s er v ed .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he ro les an d r es p o n s i bi l i ti es of a l l t he T he p os s ib l e im pro v e m ent ac t io n m ig ht
em pl o ye es ar e des c r i be d in th e j ob be t o m ak e the inf orm at i on on t h e ro l es
des c r i pt i o n. MT Ü P ap a v er h as a ls o an d res p ons i b il i t ies a va i l ab l e on th e
i ntr od uc e d t h is i nf or m atio n d ur i ng t h e we b- s it e of th e s er v ic e pr o v id er .
s em in ars to t h eir pa r tn er s a nd ot her
i nt eres t ed par t ies . E das is ek s ar en d us t eg e vus ek s v õ ik s o l la
tö öt aj at e ro l l id e ja ül es an n et e
a va l ik us t am in e as ut us e v e eb i l eh e l.
28
26 . T h e s oc i a l s er v ic e pr o vi d er work s i n p art ners h i p wi th o th er or g an is at i o ns
i n th e pr o v is io n of s er v ic es .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
MT Ü P ap a v er h as pr i nc i pl es and As t he s ys t em at ic as s es s m ent of
m ec han is m i n p l ac e t o c o - o p er at e wi t h f ee db ac k (q ues t io n na i res ) wi t h par t ners
par t ners – s c h oo ls , l oc a l g o v er nm ents , has b ee n im pl em en t ed q u it e re c e nt l y
c ou n t y go v er nm en ts , ot h er s oc ia l th e n t her e is a n ee d t o c o n ti n ue t he
s er v ic e pro v i d er s , s t at e a ge nc i es i n t he c o ll ec ti n g t he f e e db a c k wi th t h e s am e
f ie l d, but a ls o wit h ot her nec es s ar y m etho d o lo g y t o h a v e th e c om par a bl e
par t ners . T h is c o - o p er a t io n is c le ar l y da t a o ver t h e ye a rs . I t is als o im p ort an t
s up p ort i n g th e s er v ic e pr o v is io n as t h is to d is c us s t he res u lt s f rom the f e ed b ac k
is f oc us e d o n t he c as es of t h e p ers o ns c o ll ec ti o n wi t h p art n er s .
s er ve d .
K un a p art n er it e s üs tem aa t i li n e
It was c o nf ir m ed i n t he i nt er v i e ws th a t ta g as is i d e h i n dam i ne (k üs im us tik u d) on
th e pa rt ner s va l u e h ig h l y th e co- rak en d at ud h i lj u t i, s i is t u le b j ä tk at a
op er at i o n wi t h th e MT Ü P ap a v er as we l l ta g as is i d e k ogum is t s am a m etoo d ik ag a
as ver y o pe n a nd pr o ac t i v e a p pr oac h t o v õ im al dam ak s tu lem us i j ä l g id a ja
c o- o p er at e. v õrr el d a a as t a te lõ i k es . S am uti on
o lu l i ne aru t ad a t ag as is i d e t ul em us i
par t ner i te g a.
27 . T h e s oc i a l s er vic e p r o v i de r work s i n p art n ers h i p wi t h p ers o ns s e r ve d,
purc h as er s an d o th er s tak e ho l de rs i n th e d e v e lo pm en t of s er v ic es .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
29
Str e n gt hs Im pro vem e nt & de v e lo pm ents
MT Ü P ap a v er wor k s in ver y c los e T he p os s ib l e im pro v e m ent ac t io n m ig ht
par t ners h i p wi t h dif f e r en t i nt er na l a n d be to in v o l v e s t ak eh o ld ers m ore
ex t er na l s t ak eh o ld er s i n t h e pr o v id i ng of s ys tem at ic al l y – e .g . f ix a p er io d ( e. g.
th e s er v ic es . As t he ex ac t c o nt en t an d af ter e v er y 2 ye a rs ) a f ter wh ic h th er e is
pro v is i o n s er v ic e pr o v i de d d e pe n ds o n an e v al u at i on of t he s er vic e pro v is i o n
th e p ers o n s er v e d th e r e is o n - go i ng c o - as wh o l e pr oc es s i n th e f orm of m eeti ng
op er at i o n b ot h wi t h th e in t er n a l an d or wo rk s ho p.
ex t er na l s t ak eh o ld er s to pr o v i d e the
nec es s ar y s er v ic e. V õim a l ik are n dus t eg e vus võ ik s olla
k aas a ta t e is i ( vä l is e i d) hu v i p oo l i e nam
s üs t e em s em alt te e nu s e k uj u n dam is s e.
Nt m äär at l e da p er io o d ( nt i ga 2 aas t a
ta g an t), m i ll e j ä re l to im ub t e en us e
pak k um is e ter v ik pr ot s es s i h in d am in e
k oht um is e v õ i s em in ar i v orm is .
28 . The s oc i a l s er v ic e p ro v i de r inc l ud e s p ers o ns s er v ed as ac t i v e
par t ic ip a nts in p la n n in g a nd h a ve s et u p ap pra is a l m ade up of on - go i n g of
an o n- go i ng s tr uc t ur e d d i a lo g u e pr oc es s in th e m an ag em en t of t h e s er v ic e ,
i nc l u d in g th e d ef i ni t io n of th e n ee ds , t h e d ef i n it i on of t h e s er vic es , as we l l
as of t h e e v al u at i on of q u al i t y.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
30
S oc i a l s er v ic e p r o v i d er has p o l ic y an d T here is a p os s ib l e i m prov em en t ac t io n
proc e d ure f or ac t i v e i n vo l v em en t of to an a l ys e whe th er t he m ec h a nis m f or
pers o n served in pl a nn i n g and par t ic ip a ti o n is s a t is f ac t or y in or d er t o
e va l u at i on of th e s er v ic e pr o v i d ed . A l l am end i t if n ec es s ar y. O n e p os s i bl e
i nd i v i du a l p l a ns h a v e c l ear l y i nd i v i du a l wa y t o in v o l v e t h e per s ons s er v e d m or e
an d h o lis t ic ap pr o ac h . It was c onf irm ed ac t i v e l y c o u ld be to i n vo l v e the
dur i n g the i n ter v i e ws t ha t pers o ns rep res e nt at i v e of t he p ers o ns s er v ed
s er ve d ar e ac t i ve l y in v o l v ed in the (e. g. on e of th e p ar en ts ) i n th e a d v is or y
d if f ere nt as pec ts of t he s er v ic e bo ar d of t h e MT Ü P a p a ver ( Mõ tt ek o da) .
pro v is i o n.
Üh e ar e nd us en a t ul ek s a n al ü üs id a, k as
os a l em is e m eh h an is m on p i is a v n i ng
s ed a v aj ad us e l m uu t a. Ük s võ im al us
k aas a ta k l ie n te ak ti i v s em alt o n k aas at a
k lie n ti d e es i nd aj a (nt la ps e va n em )
Mõ tt ek oj a l iik m ena .
29 . T he s oc i al s er v ic e pr o v id er i ns t it u tes an a nn u a l e v a l ua t io n of
par t ic ip a ti o n of per s o n s s er v e d bo t h o n i nd i v i du a l a nd / or gr ou p b as i s .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e p r o v id er f ac i l it at es O n e p os s i bl e im pro v e m ent ac t i on is t o
th e p ar tic i p at i on of th e p er s ons s er v ed ha v e f e e db ac k qu es ti o nn a ir e a ls o in
bas e d o n t h e ir as s es s ed n e ed s . A l l t he Rus s i an l a ng u ag e i n o rde r t o inc l ud e a ll
m eas ur es , ac t i v it i es an d p o l ic y f or th e p ers o ns s er v e d i n g i vi n g f e e db ac k .
par t ic ip a ti o n have b ee n d oc um ent e d
Üh ek s v õim a l ik uk s are n dus ek s on
an d im pl em ent e d. T he e va l u at i on is
bas e d o n th e an n ua l f ee d bac k c o l lec t io n ta g as is i d e k üs im us t ik u o l em as o l u ve n e
k eel es , et h õ lm ata k õ ik te en us e s a aj a d
f rom the per s o ns s er v ed .
ta g as is i d e an dm is es s e .
31
30 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s pec if ic i ns tr um ents f o r us ers t o
im pr o v e th e ir pe r s o n a l em p o wer m en t a n d p ers o n a l s it u at i on a nd t ha t of
th e ir c om m un it y
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c e r tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
MT Ü P a pa v er f ac i l it at es the T he im pr o vem en t ac ti o n m ig ht be to
em po werm en t of th e per s ons s er v ed . s ys tem at ic al l y m eas u re t he ef f ec ts of
T he m ai n f oc us of t he s er v ic e is t o th e em po werm en t ac t i v it i es , i n or der t o
ac t i v e l y s u pp or t t he c h il d in o v er c om i ng ge t t h e q u a nt it a ti v e a nd q ua l i ta t i ve d at a
h is / her pr o b lem s , t h e em po wer m en t is bas e d o n wh ic h t h er e wi l l be p os s ib l e t o
v er y im por ta n t el em e nt of th at n o t on l y f in d a d d it i on a l id e as f or th e ac t i v it i es
f or t h e c h il d , bu t a ls o f or h is /h er f am il y . f or em p o werm ent .
It was c o nf ir m ed th a t th e pr i nc ip l e of
th e em po we r m ent is im p lem en t ed Ar en d us t e ge v us en a tu l ek s
s üs t em aat i l is e lt m õõt a j õ us t am is e
thr o ug h t he in d i v id u a l p la ns .
a las te t e ge v us t e t ul em us i, k og um ak s
s e ll ek oh as t k va n ti t at i i vs e t ja
k va li t at i i vs e t inf ot . Lä h tu v a lt s e l lis es
i nf os t on võ im al i k le i da id e id
tä i en d a va t ek s j õus t am is e te g e vus tek s .
31 . T he s oc i a l s e r v ic e pr o v id er o p er a tes s pec if ic m ec h a n is m s f or
es t a bl is h in g a n em po w er in g e n v iro nm en t.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
32
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
i de nt if ie d m eas ur es f or c r ea t in g an
em po wer i ng e n vi r o nm ent in the
org a n is a t io n . T he s oc ia l s er v ic e
pro v i d er tr a in s a ll s ta f f to f ac i li t at e t h e
em po werm en t of per s o ns s er v ed .
32 . T he s oc i al s er v ic e pr o v i der s e lec ts pr ogr am m es wh ic h are bas e d o n a
ne e ds as s es s m ent at th e l oc at i on wh ic h i s m os t c o n ve n i en t f o r th e p ers on
s er ve d , f am i l y a nd c a r e tak er s
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
It was c o nf ir m ed b ot h i n d oc um ent a ti o n
an d i n ter v i e ws t h at t h er e is c ar r i ed ou t
th e n e eds as s es s m e nt b y th e s oc i a l
s er v ic e pr o v i d er b ef or e s tar t in g the
s er v ic e . A ls o, t he n e eds ar e e v a lu at e d
reg u l ar l y in or d er th e m ak e the
nec es s ar y c ha n ges in the s er v ic es
pro v i d ed . I t was c o nf ir m ed i n i nt er v i e ws
th at t h e loc a ti o n is c on v e n ie nt f or t he
pers o ns s er v ed .
33 . T he s oc i a l s er v i c e pr o v id er of f ers p rog ram m es c ons is te n t wit h t h e
i de nt if ie d n ee ds of i ts c us t om ers an d o bj ec t i v es f or t h e pr ogr am m e.
33
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
i de nt if ie d t he n e eds of p er s ons s er ve d
bas e d on th e o bj ec t i ve of t he
pro gr am m e, whic h ar e d oc um ent e d i n
th e in d i v id u a l p l a ns . T he pr o gr am m es
an d s er v ic es ar e bas ed o n t he n e eds
as s es s m e nt.
34 . T he s oc i a l s er v ic e pr o v i der o per at es in d i v i du a l pr oc es s es t h at are dr i ve n
b y th e n e eds of t he p e r s on s er ve d .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
MT Ü P ap a v er d e l i ver s s er v ic es b as ed
on t h e n ee ds of th e per s ons s er ve d .
T he ex ac t c o n te nt of the s er v ic es are
des i g ne d ac c or d in g to t he s p ec if ic
ne e ds of t he p er s o n s s er ve d. T h es e
ne e ds ar e e va l ua t ed r eg u l ar l y in ord er
to a dj us t t he s er v ic es if nec es s ar y.
34
35 . T h e s oc i al s e r vic e pr o v id er d oc um ents t he p l a nn i n g of s er v ic e s b as e d o n
th e id e nt if ic a ti o n of in d i vi d ua l n ee ds an d ex pec t at i ons of p ers ons s er ve d i n
an I n d i vi d ua l P la n.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
35
T he s oc i a l s er v ic e pr o v id er d oc um ents T he f ur th er im pro ve m ent c ou l d b e to
th e id e nt if i e d n e e ds a nd ex pec t at i ons of c ha n ge t he f o rm at a n d pr oc ed ur e of th e
th e pers o n s er v e d in an I nd i v i du a l P la n. In d i v id u al P la n. At i t s pr es e n t f orm at
T he i n d i v id u al p l ans c on t ai n tar g ets a nd th e In d i v i du a l P l an is ra t her f orm al
work i n g m etho ds . It was va l i da t ed t h at (f ol l o wi ng t h e l eg is l at i v e r eq u ir em ents )
eac h In d i v id u a l P la n is e va l u at ed an d f or 3 ye ars . H o we ver t her e s ho u ld
reg u l ar l y. be d is c us s ed wh et h er it m ig ht be
pos s i b le to es t a b lis h th e s u b - pl a ns of
th e I nd i v i d ua l P la ns , wh ic h ar e f or t h e
s hor t er p er i od a nd f i x th e t ar ge ts an d
ac t i v it i es on m ore us er - f ri e nd l y f orm at .
As t h is k in d of inf orm at io n is a ls o
pro v i d ed a t th e m om ent a n d agr e ed wi th
th e pe rs o ns s er v ed , th er e m ig ht be
pos s i b le to d e ve l o p th is a p pro ac h
f urth er .
E das i n e ar e nd us t e g e v us võ i b ol l a m uu ta
reh a b i li t ats i oo n ip l a an i f orm aati ja
s e ll e ga s e on d u va i d pr ots e d uur e.
Pr ae g us es v orm is on
reh a b i li t ats i oo n ip l a an üs n a f orm aa l ne
(j ärg i d es õ i gus ak ti d es to od ut) j a o n 3
aas t as e per i oo d i pe al e . V õ ik s
an a l üüs i da v õ im al us t l uu a nn
a la p la a n id , m is s e ak s id ees m är gi d
l üh em ak s peri o od ik s n in g o l ek s id en am
k as ut aj a - s õ bra l ik um as f orm aad is . Ku n a
s e ll is t l i ik i p la a n e k a pra eg u s is u l is el t
te h ak s e, s i is on v õ im al ik s e da
l äh e nem is t ed as i ar en da d a.
36 . T he s oc i al s er v ic e pr o v i d er i d e nt if i es , d oc um en ts , a nd m a in t ai ns t he k e y
s er v ic e d e l i ver y pr oc es s es t o th e p ers o ns s er v ed in l i n e wi th its vis i o n,
m is s io n s ta t em ent a n d q u al i t y p ol ic y.
36
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has T o ha v e m ore tr a ns p a renc y th er e c o u l d
i de nt if ie d a nd doc u m ent e d i ts key be i nc lu d ed t he l is t of th e p roc es s es i n
s er v ic e d e l i ver y pr oc es s es . It was th e q u a li t y p o l ic y – th e k e y d e l i v er y
c onf irm ed t ha t t hes e pr oc es s es is i n proc es s es a nd s up p ort pr oc es s es .
l in e wi t h th e v is i on , m is s io n a nd q u a li t y
po l ic y of th e s er v ic e pr o v id er a n d is K v al i te e d ip o l i it ik as (või s e l le l is an a)
v õ ik s ol la to o du d pro t s es s id e n im ek iri –
im pl em ent e d i n e v er yd a y pr ac t ic e.
v õtm epr o ts es s i d j a tu g i pro ts es s i d .
37 . T h e s oc i a l s er v ic e pr o v id er r e vi e ws th is d e l i ver y p roc es s a n d m ain t ai ns
c on tr ol o ver t h e d el i v e r y of th e s er v ic e.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
37
MT Ü Pa p a ver r e v i e ws th e per f or m anc e T he p os s ib l e im pro v e m ent ac t io n m ig ht
of th e k e y s er v ic e d e l i v er y pr oc es s es o n be t o a d d t o t he k e y s er v ic e d el i v er y
reg u l ar b as is . Als o t h e s er v ic e pr o vi d er proc es s es d es c r i pt i on s th e t im in g a nd
is ver y o pe n t o t he f eed b ac k of the proc e d ures t o r e vi e w th es e an d m ak e
ex t er na l s tak e ho l de r s to an a l ys e th e nec es s ar y am en dm en t s if ne ed e d. Al s o
pos s i b le wa ys t o im pr o ve s er v ic es . T h e th er e c o u ld be an an a l ys is of the
s er v ic e pr o v id er h as a ls o b ee n ac t i v e l y pos s i b i li t y to be nc hm ark th e
i n vo l v ed i n th e s e v er a l pr oj ec ts a im ed perf orm anc e of th e pr oc es s es t o s im i la r
at d e ve l o pm ent of th e r eh a b il i ta t i on proc es s es of f er e d by o th er
s er v ic es a n d ac c or d i n g l eg is l at i on in t h e org a n is a t io ns .
na t io n a l l e ve l .
E das i n e ar en d us t eg e vus v õ ik s ol la
l is a d a v õtm epr o ts e s s i de l e ne n de
ü le v a at am is e ae g ja pr ots e du ur i d
te g em ak s vaj a dus e l m uuda t us i. Sam ut i
v õ ik s an a lü üs i da v õ im al us i t e ha
v õrd l e v at a na l ü üs i s a rnas e i d pro ts es s e
pak k uv at e t eis t e as u t u s te g a.
38 . T he s oc i a l s er v ic e pr o v id er e ns ur es th at the pers o n s er v ed c a n ac c es s a
c on t in u um of s er v ic e s th at s p a n f rom ea rl y i n ter v e nt i o n to s u pp or t a nd
res p o n d t o c h a ng i n g r eq u ir em ents o v er t im e .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
38
It was c onf ir m ed bo th in the T he p os s ib l e im pro v e m ent ac t io n m ig ht
doc um en ta t io n a nd dur i n g i nt er v ie ws be t o a d d t h e p r i nc i p l es a nd m ec ha n is m
th at th er e ar e c r e a te d t he pos s i b i li t ies to ac c es s t he c on t in u um of s ervic es t o
to p ers ons s er v e d to d if f er e nt k in d of th e des c ri p ti o n s of th e s er v ic e d e li v er y
nec es s ar y s er v ic es a ls o wh e n n ee ds proc es s es . T her e c ou l d be a ls o
c ha n ge o ver t im e. doc um en te d m ore c le ar l y t he pr inc i p les
of a dj us ti n g the s er v ic e of f ere d
ac c or d i ng t o c h a ng i ng ne e ds .
E das i n e ar en d us t eg e vus v õ ik s ol la
l is a d a p õ him õt te d ja te g e vus e d
k atk em atu t ee n us t e a he l a t ag am is ek s
v õtm epr o ts es s i de k irj e ld us t es . S am ut i
v õ ik s id o ll a pr ots es s i de k irj el d us t es
tä ps em alt k irj e l d at ud t ee n us t e m uutm is e
v õ im al us e d vas t a v a lt m uut u nu d
v aj a d us t e le .
39 . T he s oc ia l s er v ic e pr o v i d er d e ve l o ps a s eam l es s c o nt i n uum of s er v ic es a nd
red uc es b ar r ier s i n a m ult i - d is c i p li n ar y or m u lt i - ag e nc y s et t in g .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
39
T he s oc i al s er v ic e pr o v i d er o p era te s T he im pro vem e nt ac t i on is t o c o n ti n u e
s er v ic es c h ar ac t er is ed by a f ul l im pl em en ta t io n of PD C A - c yc l e i n
m ult id is c i p li n ar y a p pr o ac h to th e ord er to m ak e n ec es s ar y c h a ng es i n t he
pers o ns s er v ed in t h e ir I nd i v i du a l P l an . s er v ic e p roc es s es if n ee d ed .
As t h e ne e ds of t h e p er s o ns s er v e d
O rg an is ats i o on is t ul e b j ä tk at a p id e v a
m ean t o s o l v e c om pl e x pr o b lem s (f am il y
re la t io ns , s c h o ol pr ob l em s , m edic a l PD C A- ts ük l i ( pl a n eer i - v i i el l u - v aa t a
ü le - par e nd a) e ll u v i i m is t. S e l l is e ts ük l i
i nt er ve n t io ns ) , so th er e is a
rak en d am ine t a ga b v aj a d us e l t ee n us e
m ult id is c i p li n ar y a ppr o ac h ne e de d.
pro ts es s i v aj a l ik e m uud at us e
s is s e vi im is e.
40 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s er v ic es f rom a h o l is t i c a p pro ac h
bas e d o n t he ne e ds a nd ex p ec ta t io ns of t h e p ers o n s er ve d wit h th e a im of
im pro v i ng t h e qu a l it y of lif e f or t h e pe rs o n s er ve d .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
MT Ü Pa p a ver e ns ur es th a t q u a li t y of l if e
is s p ec if ic to a nd d ef in e d by e ac h
pers o n r ec e i v i ng s er v ic es . T he
ef f ec t i ve n es s of q u a l it y of l if e
pro gr am m e is e va l u at e d. T her e is a
proc es s of c ons t an t r e ha b i l it at i o n of
th e p ers o ns s er v e d d oc um ent ed an d
im pl em ent e d. O nc e a m ont h th er e is
c arr ie d o ut a n e va l u at i on of t h e pers o ns
s er ve d i n d i vi d u al p l a n s . S oc ia l s er v ic e
pro v i d er is us i n g pr o a c ti v e ap pr o ac h i n
ord er t o of f er t he s e r v ic es ( c o - o p era t i on
wi t h f am il ies an d s c ho o ls of p ers o ns
s er ve d) .
40
41 . T h e s oc i al s er v ic e pr o vi d er i d en t if i es t he ne e de d c om pe te nc es , s k il ls
an d s u p por t f or s taf f t o e nh a nc e t h e qu a l it y of lif e f or p ers o n s er v ed .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
MT Ü P ap a v er s p ec if i es a nd e va l u at es
th e n ec es s ar y c om pe te nc ies a nd s k i l ls
f or s t af f to e n ha nc e q ua l i t y of l if e of
pers o ns s e r ve d. It was c o nf ir m ed in
i nt er v ie ws t h at s t af f h as p os s ib i l i ti es t o
ha v e tr a in i n gs .
42 . T h e s oc i a l s er vic e pr o vi d er i de nt if ies i ts bus i n es s r es u l ts a n d pr o vi d es
f orm al p er io d ic a n d i nd e pe n de n t re v i e w a nd pr oc e d ures to ac h ie v e t h e
tar g et ed r es u l ts .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
41
T he s oc ia l s e r v ic e pr o v id er T he s oc ia l s er v ic e pro v i der has
dem ons tr at es or g an is at i on ’s s uc c es s in es t a bl is h ed t he an n ua l p l an n in g pr oc es s
th e s e v era l wa ys – i n th e a nn u al r ep or ts s o, t h at t h ere is o n l y onc e t he r e v ie w of
as we l l as i n s e v er al s ur ve ys a v a il a b le th e a nn u a l p la n – i n t he b e g in n i ng of
on t h e we b - s it e of t he s oc i a l s er v ic e th e n ex t ye a r. T he re m igh t be a
pro v i d er. d is c us s i on wh et h er t h ere c ou l d a ls o th e
re v ie w of t he p la n in th e m id dl e of th e
ye ar ( in t h e en d of t h e f irs t s em es t er) –
it wi l l give m ore f lex i bi l i t y in t he
p la n ni n g as i t a l lo ws t o m ak e nec es s ar y
c ha n ges in t he m idd l e of th e
im pl em ent a ti o n of t h e p la n.
As ut us on l o on u d a as t as e
p la n eer im is p ro ts es s i n ii , e t a as ta p la a n i
ü le v a at am in e t o im ub ük s k ord –
j ärgm is e aas ta a lg us es . T u l ek s
an a l üüs i da , k as v õ ik s to im ud a tä i e nd a v
p la a ni ü l e va at am in e aas ta k es k e l
(es im es e p o ol a as t a lõ pus ) – s e e a n nak s
en am pa in d l ik k us t pl an e er im is es , k un a
v õ im al dak s te h a vaj a l ik ud m uu da t us e d
aas t ap l aa n i e l l u vi im is e k es t e l.
43 . T h e s oc i al s er v ic e pr o vi d er i d en t if i es an d re g is t ers t he ou t c om es a n d
be n ef i ts f or p er s o n s er ve d of th e rec e i v e s er v ic es on in d i v i du a l a nd
c o ll ec ti v e b as is .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
42
T he s oc ia l s e r vic e p r o v id er e v a l ua tes T here is as p os s ib l e i m prov em en t ac t io n
th e ac h ie v e d r es u lts o f the o bj ec t i ves of to a n a l ys e wh et h er t her e c a n b e m ore
eac h I n d i v id u al P l a n. T he ac h ie v em en ts m eas ur ab l e t arg e ts in th e in d i v id u a l
on c ol l ec t i v e l e v el ar e r ef l ec t e d i n th e p la ns , i n or der t o d em ons tr a te b et ter
an n ua l r e por t of the s oc i a l s er v ic e th e ou tc om es a nd b en ef i ts of t he
pro v i d er. s er v ic e p ro v i de d .
A ls o t h e c o nt en t of t he a n n ua l re p ort
c ou l d b e im pro v ed in or d er t o i n v o l ve
m ore i nf orm at io n on th e r es u l ts of t he
ac t i v it i es of th e s er v ic e pr o vi d er.
E das is ek s are n dus t eg e vus ek s s a ab o l la
an a l üüs i d a , k as i n di v i d ua a ls et es
p la a ni d es võ ik s i d ol l a en am m õõde ta v a d
ees m är gi d võ im a ld a m ak s s elg em al t
nä i d at a t e en us te os ut am is e tu l em us i j a
k as u.
44 . T he s oc i a l s er v ic e pr o v id er e v a l ua tes its bus i n es s res ul ts i n or der to
de t er m in e b es t va l u e f or purc h as ers an d f u nd ers ( ‘b es t v a lu e ’ c a n a ls o be
ex pr es s e d i n r e la t io n to t h e i nc re as ed qu a l i t y of lif e of f ere d t o th e p ers o n
be i n g s er v ed) .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
43
T he s oc ia l s er vic e pr o v i der e va l ua t es i ts T he p os s ib l e im pro v e m ent ac t io n m ig ht
bus i n es s r es ul ts . be to pr es e nt m ore pro ac t i v e l y t he
bus i n es s res u lts to all re l e va n t
s tak e ho l de rs (t o s e n d a nn u a l r ep or ts to
ex t er na l s t ak eh o ld ers etc ) .
V õim a l ik uk s aren d u s te g e vus ek s on
es it l ed a e n am pro - ak ti i vs em alt om a
te g e vus i as j ak oh as t e l e h u vi p oo l t el e (n t
s aa t a e n da a as t aa r ua n de d v ä lis t el e
hu v i p oo l te l e).
45 . T h e s oc i a l s er v i c e pr o v i d er e va l ua t e s th e i nd i v i d ua l a nd c o l lec t i ve
s at is f ac t io n of pe r s o n s s er ve d an d ot h er s tak e ho l de rs b y i nt er n a l a n d/ or
ex t er na l e v a l ua t io n.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
S oc i a l s er v ic e pr o v id er m eas ur es a nd T he p os s ib l e im pro v e m ent m igh t b e to
e va l u at es t he s at i s f ac t io n of t he ens ur e t h e s ys tem at i c a ppr o ac h t o t h e
pers o ns s er ve d a nd o th er s tak e ho l d ers e va l u at i on of the s at is f ac t io n of all
i nt ern a l l y tr o u gh t he s e v er a l m e ans s tak e ho l de rs in or d e r to c re a te t he
(qu es ti o n na ir es a nd m ee t in gs ) . da t ab as e of th e r es u lt s of t he f e ed b ac k
rec e i v e d f rom s e v er a l s tak e ho l de rs .
Üh e e d as is e are n dus en a võ ik s k aal u da
s üs t em aat i l is e l ä h e nem is e t ag am is t
k õig i hu v i p oo l te ta g as is id e h in d am is e le ,
et lu u a er i n e va te hu v i po o lt e t a gas is i de
tu l em us t e a n dm eb aas .
44
46 . T he s oc i a l s e r v ic e pr o v id er p ro v i des ac c es s i b le an d e as il y
un d er s t a nd a b le r ec or ds on o utc om e, i nc l ud i n g p ers o na l p erc e pt i on a n d
ac h i e v em ents
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
S oc i a l s er v ic e pr o v i der r ec or ds i ts P os s i b l e im pro v em ent ac t io n is to
perf orm anc e i n an n ua l r ep or t . Pe rs o n al im pro v e t h e c o nt e nt of th e a n nu a l r ep or t
ac h i e v em ents ar e d oc um ent e d in i n or de r t o i nc lu d e m ore i nf orm a t i on on
s e ver a l d oc um ents . T he an n ua l re p ort th e r es u lts t o th e re p o rt.
20 1 3 was m ad e i n f or m at of c om ic s
us in g m or e us e r - f r i en d l y a ppr o ac h. V õim a l ik uk s aren d u s te g e vus ek s on
aas t aar u an d e s is u tä ie n dam i ne , et
l is a d a en am inf o t a s ut us e t u lem us t e
k oht a.
47 . T h e s oc i a l s er v ic e pr o v i d er ac t i v el y d is s em in at es org a n is a t io n perf orm anc e
am ong its s t af f , s er v ic e us er s an d ex t ern a l s tak e ho l de rs .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
45
T he s oc i a l s er vic e pr o v i d er is ve r y T he p os s i bl e im pro v e m en t ac t io n c ou l d
pro ac ti v e i n d is s em i n at i ng i nf or m at i o n, be to a na l ys e t he wa ys of g i v i ng
s o i t was c onf ir m ed t h at t h e i nf or m at io n i nf orm at io n on t he org a n is a t io n
on th e o r g a nis a ti o n per f or m a nc e is perf orm anc e t o f i nd a d d it i on a l n e w wa ys
ac t i v e l y d is s em in at ed am ong i ts i nt er n al f or d o i ng it . T h er e c o u ld b e a n al ys e d a
(pe rs o ns s er v e d , s t af f ) and ex t er na l pos s i b i li t y to or g a n is e an an n ua l
s tak e ho l de r s ( pa r t ne r s , f u n der s ) . m eeti n g wit h p ers ons s erv e d a nd ot her
ex t er na l s tak e ho l de rs to d is c us s
s ys tem at ic al l y t he res ul ts of t he
org a n is a t io n a nd t he wa ys of work i ng
wi t h th e ex ter n a l s tak e ho l d ers .
As ut us võ ik s a na l ü üs i da s e n is e i d v i is e
i nf orm ats io o ni a n d m is ek s as ut us e
tu l em us te k o ht a le i d m ak s uus i vi is e
s e ll e te g em is ek s . Üh e v õim a lus e na
v õ ik s an a lü üs i d a v õ im al us t
org a n is e er i da i ga - a a s ta n e k oht um in e
v ä lis t e h u v ip o o lt eg a ja k li en t i de g a
aru t am ak s organ is a ts i o on i t u lem us i
ter v ik un a ja v i is e k oo t öö te g em is ek s
v ä lis t e hu v i p oo l te g a.
48 . T h e s oc ia l s er v i c e pr o v i d er has a s ta n dar d pr oc e d ur e f o r c o nt i nu o us
im pro v em ent on t h e b as is of a n im pr o vem en t c yc l e.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
46
T here is d oc um en t e d in th e qu a l it y As t he PD C A c yc l e is im pl em ent e d
po l ic y a n d im p lem en te d a c on t in u ous rat h er rec en t l y th er e i s a ne ed t o e ns ur e
PD C A- c yc l e. I t was c onf ir m ed t h at i n its s us t a i na b i l it y in or d er to be
th e pr o v is io n of s er v ic e th e pr o v i der im pl em ent e d in th e wh o le pr oc es s of t he
reg u l ar l y as s es s es i ts ac ti v i t ies a nd s er v ic e p ro v is i on .
m ak es n ec es s ar y c h an g es if ne e de d
an d t h is pr oc es s is on - go i n g. K un a P DC A- ts ük k el o n r ak en d at ud üs n a
h ilj ut i , s i is t ul e b t ag a da s el l e
For t he s oc i a l s er v ic e pr o v i d er i ts j ätk us u u tl ik k us n in g r ak en da t a vus k o gu
im por ta nt to c ons t a nt l y im pr o v e th e te e nus e p ak k um is e pr ots es s is .
proc es s es a nd ac t i ng of th e
org a n is a t io n as we l l as the r eg u l ar
e va l u at i on of its ac t i v it i es a nd
proc es s es . T h e a n nu a l p l ans i nc l u des
th e tim es c al e for t he e v a lu t i on a nd
adj us tm e nt of ac t i v i t i e s .
49 The s oc i a l s er v i c e pr o v i der i d en t if i e s perf orm anc e i n d ic at ors f or
m eas ur in g t he r es u l ts of t h e im pro v em ent ac ti o ns .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
47
It was c o nf ir m ed th a t i n th e pl a n ni n g T he p os s i b l e im pr o vem en t is to
ph as e of t he im pr o v em ent pr oj ec t th e s ys tem at ic al l y d ef i n e th e p os s i b l e
perf orm anc e in d ic a t or s ar e s e t i n o rd er im pro v em ent pr oj ec ts a nd s e t t o a ll of
to m eas u r e t h e s uc c es s r at e of th e th em perf orm anc e i nd ic at ors . S uc h
proj ec t (e .g . pr e p ar a t i ons f or E Q U A S S i nd ic at or c a n b e qu i t e s im p le , b ut it ’s
au d it as an im pr o v em ent p l a n) . im por ta nt to g uar a nt e e, th at
m eas ur em ent can be d on e af t er th e
proj ec t has en d ed .
Üh ek s ed as is ek s ar en dus t eg e v us ek s on
v õ im al ik e p are n d us pr oj ek t i de
def in e er im in e ja ne i l e m õõd ik ut e
s ea dm in e . Se l l is ed m õõd ik ud v õ i v ad
o ll a üs n a l ih ts a d , k uid o l u l in e on
ta g ad a, et t e g el ik k e tul em us i on
v õ im al ik hi n na t a v as t u p la n eer i tu d
tu l em us i.
50 . T h e s er v ic e p r o v i der in tr od uc es an d m an a ges in n o va t i ve wa ys of work i ng
th at ha v e b ee n i d en t if i ed bas e d on t h e n ee ds of s tak e ho l d ers .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
48
It was c o nf ir m ed th at s oc ia l s er v ic e A lr ea d y t he re is a m ec h a n is m in p lac e
pro v i d er h as m ec ha n is m in p lac e to in or de r to g uar a nt ee th at th er e is
im pl em ent th e i nn o v at i v e wa ys of pos s i b le to c re a te an d im pl em ent
work i n g if th is is ne e de d f r om the i nn o v at i ons , th e p o s s i bl e i n no v a ti o n
pers p ec t i v e of t h e p er s on s er ve d . ac t i on m ig ht be to def in e m or e
s ys tem at ic al l y t he p os s ib l e i nn o v at i on
proj ec ts a nd t he ir perf orm anc e
i nd ic at ors .
K ui g i on m äära t le t u d p õh im õt te d ja
te g e vus e d k in d l us t am ak s , e t on võ im al ik
a lg at a da ja rak en d ad a i n n o va at i l is i
l äh e nem is i, s i is võ ik s def in e er id a e n am
s üs t e em s em alt võ im al i k k e
i nn o v ats i oo n i proj ek te ja n en d e
m õõd ik ui d.
49
3. Agreed additional development / improvements
< T he ap p l ic a n t d ec i de d o n t he f o l l o wi n g im pro v em en t ac ti o ns a nd / or
ad d it i o na l d e v e lo pm en t f or t h e pe ri o d of t wo ye ars : >
Sho rt d es c ri ptio n of the a cti on s
( in clud ing SM ART ob je ctiv es )
1 To ana l ys e add it io nal po s sib il iti e s to en ha nc e t he
pa rt i ci pat ion of th e p er so ns s e rv e d in the se rv i c e de liv e r y
– in t he d es ign of p r oc es s es of k e y s erv i ce d el iv e r y .
An a lüü s id a tä i end av aid v õ im a lus i suu r e ndad a kl i enti de
os al em ist t e enu st e osut am is e s sü st e em i ta s and il st
v õt mep rot s e ss id e ku jund am i se l.
2 T o ana l ys e mo re s yst e mat i c app ro ac h to th e r egu la r
ev a lua t io n of the re s ult s of the I ndiv idu al Pl an s (mi d - t er m
ev a lua t io ns) . T he re might be a ls o a na l yse d th e w a ys to
ma ke t h e a c co rdi ng d ocu me ntat ion m or e u se r - f r ien dl y.
An a lüü s id a en a m sü ste e ms em a t läh en em ist
indiv idu aa l set e p la ani de tu l emu st e v ahe hin da mi st e
läb iv i imi s e ks . Sa mu ti a na lüü si da v õim alu s i k a as nev a
doku m ent ats ioo ni muutm is e ks en am
ka sut a ja sõb r al i kum a ks .
3 T o cond uct rev i ew of do cu me ntat ion to gu ar ant e e t hat
t he re a r e p r inc ip le s and p ro ce du re s in pla c e to r ev i ew
and m ak e th e ne ce s sa r y am en dm ent s in t he
docu m ent atio n.
Vi i a l äbi d ok um ent ats io o ni ü lev aa ta mi ne t aga m ak s, et
iga s d oku m end is o n mä ä rat ud põh im õtte d ja p rot s eduu r id
nend e ül ev a at am is e k s ja v a ja li k e muud atu st e t eg em is e ks .
50
Closing remarks
MT Ü Pa p a ve r is c le a r l y c om m itt e d t o pr o v i di n g h ig h- qu a l it y s er v ic e t o p ers o ns
s er ve d a nd d es i gns i t s s er v ic e s a n d r e la te d pr oc es s es ac c ord i n gl y. T her e ar e v er y
pro - ac t i ve a n d o pe n c o - o p er at i on wi th ex t er na l s t ak eh o ld ers a n d t he m ai n f oc us is
ne t work i ng ( wi t h s c h o o ls , loc a l g o v ernm e nt s , f am il ies of th e c h i l d e tc ) i n o rd er t o
ac h i e v e t h e bes t pos s i bl e r es u lts i n th e s er v ic e pr o v is io n – i n d e ve l o pi n g a la w -
ab i d in g l if e a nd b et t er c op i ng s k il ls f or j u ve n i le d e li n qu e nts an d th e ir f am i l y
m em bers . Pr of es s io n a l an d h i gh l y m ot i v at e d s taf f is on e of t h e m ain s tr en gt hs of
th e s er v ic e pr o vi d er .
In c onc l us i on it was c onf ir m ed d ur i ng t he au d it th a t MT Ü P ap a v er h as pu t m uc h
ef f ort i nt o i nt r o d uc i n g an d im p lem en t in g E Q UA S S s ys t em , wh ic h i s a l r ea d y s h o wi n g
res u l ts i n m an y ar eas . I n or der t o be m ore s uc c es s f u l in i ts ac t i v it i es th er e wer e
pos s i b le im pr o v em ent ac t i ons pr op os ed . As t h is MT Ü is es t a bl is h ed rat her r ec en t l y,
th e n th e m an a g em ent pr inc i p les an d m et h od s ar e a ls o es t a b lis h ed ra th er rec e n t l y.
T he m ana g em ent an d s er v ic e s ys t em ha s be e n e l ab or at e d i n t he c l os e c o-
op er at i o n of a l l s t af f .
Ma i n im pro v em ent ac ti o ns ar e i n t hre e ar eas . F irs t , t h er e is a ne e d t o a n a l ys e
ad d it i o na l p os s ib i l it i es to e n ha nc e t h e par t i c i pa t io n of t he p ers o ns s er ve d i n t h e
s er v ic e d e l i ver y – i n t he d es i gn of proc es s e s of k e y s er v ic e d el i v er y . T he s ec o nd
im pro v em ent ac t io n wou l d b e to a n a l ys e m ore s ys t em at ic a ppr o a c h to t h e r eg u l ar
e va l u at i on of t h e r es u lts of t h e I n d i vi d ua l P l ans (m id - term e v a l ua t io ns ) . T her e
m ight b e a ls o a na l ys e d t h e wa ys to m ak e t h e ac c or d in g d oc um en t at i on m ore us er -
f rie nd l y. T hi r d l y, t he i m pr ov em en t wou l d b e to c on d uc t r e v ie w of doc um en ta t io n t o
gu ar a nt ee t h at t he r e a r e pr inc i p les a n d pr oc ed ur es i n p lac e to re v i e w a n d m ak e t he
nec es s ar y am en dm ent s i n t he doc um en ta t io n .
Af t er v er if ic at i on of t he i n d ic a t or s dur i n g t he s i t e v is it , r e vi e wi n g doc um en ta t io n,
c on d uc t i ng s e ver a l i nt er v ie ws wit h p ers o ns s er v ed , em pl o ye e s and ex t er n al
s tak e ho l de r s ( p ar t n er s an d f un d ers ) , th e a ud i tor r e ac h e d t o c o n c l us i o n t ha t MT Ü
P ap a v er m ee ts f ul l y t h e c r i ter i a f or EQ U A S S As s ura nc e c er tif ic a t io n pr ogr am m e.
T he a u d it or wo u ld l ik e to th a nk al l em pl o ye e s of MT Ü Pa p a v er f or th e ir c oo p era t io n
an d warm we lc om e d u r i ng t h e s it e v is i t.
MT Ü P a pa v er on pü h e nd u nu d k v al i te e ts e te t ee n us t e p ak k um is el e t ee n us e s a aj a te l e
n in g k uj u n da b j a j u h i b om a te e nus e i d j a p rots es s i s el l es t lä ht u v a lt . As u tus t ee b
v äg a pr oak t i i vs e t j a a v at ud k oos tö ö d v ä lis t e h u v i po o lt e ga . O l u lis e l k o ha l o n
v õrg us tik u tö ö ( k o ol i d e , k oh al ik e om av a l its u s te , las te p er ed e ga j ne) , s aa v u tam ak s
51
par im a id v õ im al ik k e tu lem us i te e nus e pak k um is e l, m i ll ek s on s e ad us k uu l ek us e j a
par em at e t o im etu l ek u os k us t e ar e nd am in e a l ae a l is t e le j a ne n de p ere d e le . As ut us e
üh ek s t ug e v us ek s on pr of es s i o n aa l ne j a k õr ge m ot i va ts io o n ig a t öö taj ad .
K ok k uvõt l ik u lt le i d is k inn i tus t a ud i t i k äi gu s , et MT Ü P ap a v er on p a nus t an u d
EQ U AS S i s üs t e em i t u tv us tam is el e j a rak e n dam is e le as ut us es , m is on j ub a k aas a
a id a nu d ees m är k id e s aa v ut am is e l e m it m etes va l dk on d ad es . O l em ak s vee l g i
ed uk am end a t e ge v u s tes on s oo v i ta t ud r a por t is m itm ei d ar e nd us t e ge v us i. K un a
MT Ü o n lo o d ud s u ht e l is el t hi lj ut i , s iis k a s e l le j u ht im is s üs te em id j a –m ee t od i d o n
s uh t el is e lt h i lj ut i l o od u d, m is o n t o im unu d t i h ed as k oos t ö ös k õ ig i t ö öt aj a t eg a.
P eam is ed ar e n dus t e ge v us ed on k o lm es va l dk on n as . Es it ek s , an a lü üs i da
tä i en d a va i d võ im a lus i s u ur en d ad a k l ie nt i de os a l em is t t e en u s te os u tam is es
s üs t e em i t as a n d il s t v õtm epr o ts es s i de k uj un d am is e l. T e is ek s , an a l üüs i da en am
s üs t e em s em at lä he n em is t i n di v i d ua a ls et e pl aa n i de t u l em us te va h eh i n dam is t e
l äb i v i im is ek s ni n g k aas n e va d ok um ent ats i o on i m uu tm is ek s en am
k as ut aj as õb r a l ik um ak s. K o lm an dak s , v ii a lä b i d ok um ent a ts io on i ü le v a at am in e
ta g am ak s , et i gas d ok um end is o n m ää ra t ud p õ h im õtt e d j a pro ts e d uur i d n en d e
ü le v a at am is ek s j a vaj a l ik e m uu da t us t e te g em is ek s .
P ea l e as ut us e k ül as t u s t, d ok um ent a ts i o o ni ü le v a at us t n in g in te r v j uu d e l ä bi v i im is t
te e nus e s a aj a t eg a, t öö t aj a te j a v ä lis t e h u v ip o ol t eg a (p ar tn er i d j a ra h as t aj a d) ,
j õu d is a u d ii t or o ts u s e le , e t MT Ü P ap a v er tä i da b t ä ie l ik u lt EQ UA S S As s ur anc e
s ert if ik a a di nõ u de i d.
A ud i it or t än a b MT Ü P ap a v er i t ö öt aj a i d ne nd e k o os t öö j a s o oj a v as t u v õt u ees t
as u t us e k ül as t us e aj al .
03 . 02 .2 0 15 , T a l l i nn , E s to n ia
K ar in N är ep
52
EQUASS ASSURANCE
ASUTUSE KÜLASTUSE
ETTEVALMISTAMISE VORM
Asutuse külastus: 26.-27.01.2015
Papaver MTÜ
Karin Närep
© 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. M i l l is ed o n T ei e as u tus e h u v ip o ol e d (s is e m is ed j a v ä l is ed) ?
2. Ku i d as m õõd et ak s e er i n e va te hu v i p oo l te rah u l o lu T e ie as u tus e tee n us t e ga ni n g
k uid as s e da ar ves t at a k s e j är gm is te t e ge v us t e p la n ee rim is e l?
3. Ku i das on T e ie as u t us e t e en us te os u tam is s e k a as a tu d h u v ip o o le d ?
4. K u id as T e k aar d is t a t e, k uj u nd at e j a ar e nd a te pr o ts es s e ?
5. Ku i das Te m õõ d at e as ut us e tu l em us l ik k us t? K ui d as a nn at e s e l le k oh ta
i nf orm ats io o n om a h u v i po o lt e le ne i l e s o bi v a l v i is il ?
6. Ku i das p la n eer i te , j uh i te j a hi n da t e p are n dus - j a i nn o v ats i oo n ip roj ek te ?
7. Ku i das T a ga te en d a p er s on a l i p id e v a ar en gu j a k aas at us e?
8. K u id as T e pl a ne er i te e n da as u tus e k es k p ik k a j a 1 - aas t as t t eg e v u s t?
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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 er s o n a l
Juht im in e 1. N im et ag e as ut us e v is io o n, m is s i oo n j a
x x
v äär t us e d .
2. M i da s is a ld a b as u tus e
k va li t ee d ie es k ir i , k as j a k ui d as on s e d a x x
tu t vus t at ud ?
3. K as o l et e t ea d l ik as u tus e p o o lt
pak u ta v at es t t e en u s tes t? Kus t Te
as u t us e k o ht a i nf or m ats io o n i s aa te ja x x
k uid as a nn a te t a gas is i de t te i e s o o v id e j a
v aj a d us t e k o ht a te e n u s e le ?
4. K u id as t o im ub a s ut us e a as t a p la a ni
k oos t am in e j a k as s e l le pr o ts es s i os as x x
on v i im as te l a as t a te l m ida g i m uu tu n ud ?
5. M i l lis t l is a v ä ärt us t o n as u tus a nd n ud
om a k oguk o nd a j a l a i em alt ü h is k on da ?
x x x
K as ja k uid as te hi nd a te s el l is te
te g e vus te t u l em us l ik k us t ?
P er so na l 1. K as as u tus h i nd a b t öö t in g im us i ,
k as ne n de os as on v i im as te l
aas t at e l rak e nd a tu d m in ge i d x x
m uuda t us i? Ku i das v aj ad us e l
s aak s m uu da t us i s is s e v i i a ?
2. M il l is e d on n õu d e d t öö taj a te x x
k om pet e nts i de l e, t ea dm is te l e ja
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os k us t el e , k us t ne e d nõ ud e d o n
k ättes a ad a v ad , k ui d as on võ im a lik
v aj a d us e l t eh a m uud a t us i?
3. K as , k u i das j a k u i ti h ti v i i ak s e l ä b i
te e nus e s a aj at eg a ot s es e l t k ok k u
x x
pu u tu v a p ers o na l i hi n dam is t,
m ill is e d on s el l e t ul em us e d ?
4. K ui d as to im ub p ers on a l i
x x
tu n nus tam i ne ? .
Õ igu se d 1. K u i das t o im ub pers o na l i ja
v ab a ta ht l ik e i nf orm eer im i ne te e nus e x x
s aaj at e õ i gus t es t j a k ohus t us t es t ?
2. K as t e e nus e s aaj a d o n te a d l ik ud om a
õ ig us t es t j a k oh us t us t es t ? K u id as t oim u b
x x x
te e nus e s aaj at e t ea v i tam i ne n en d e
õ ig us t es t j a k oh us tus t es t ?
3. Ku i das t o im ub t ee n us e s aaj at e
en es em äär am is õ ig us e ar ves t am in e?
x x x
K ui d as h in d at e s e ll is e te g e vus e
tu l em us l ik k us t i g a - aas tas e lt ?
4. Ku i d as i nf orm eer i t e t ee n us e s aaj a id
ne n de v õ im al us t es t l e i da ees tk os tj at v õi
tu g i is ik u t? K as /k u i das k ontr o ll i tak s e , e t x x x
ne i d v õ im al us i o n m õ is t et u d s t et t e ie
te g e vus o n o l nu d t u le m us lik ?
E et i k a 1. K as T e o le t e t e ad l ik ee t ik ap ol i i t ik as t
( põ h im õt et es t) ja k äit um is p õ h im õte tes t
x x
te e nus e os ut am is e l ? K us te
v aj a d us e l s e l l e i nf o l e i at e ?
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2. Kas , k u id as j a k ui ti h ti hi n na t ak s e, et
m eeto d i d, m i da rak e nd a tak s e te e nus e
s aaj at e f ü üs i l is e, v aim s e j a m aj an dus l ik u x x
är ak as ut am is e e nn e tam is el , on
ef ek ti i vs ed ?
3. K as o le te t e ad l ik p õh im õt et es t ,
v äär t us t es t ja pro ts ed u ur id es t, m il l es t
x x
te e nus e os u t am is e l ä ht u da , k ui d as t e i le
ne i d t ut v us t at i ?
4. K ui d as o n t a ga t u d t ee n us e s a aj a te
k onf id e nts i aa ls us ja kui s ag e l i
s e ll ek oh as e id põ h im õtt ei d üle
v aa d at ak s e? Kas ü le v a at am is s e on X x x
k aas a tu d ka t ee n us e s a aj a d ? Ku i d as
te e nus e s a aj a i d n en des t p õh im õt et es t
te a v it at ak s e?
Koo st öö suh t ed 1. K as , k el l e ga ja k uid as t eh ak s e
te e nus te os u tam is e l ja par en d am is e l x x x x
k oos t öö d ?
2. K u i das T e h i n da t e, k as te i e k o os t ö ö x x x
on ol n ud ed uk as j a e e s m ärgi pä ra n e?
3. K as j a k u id as as u t u s on k üs in u d inf ot x x x X
hu v i gr up p i de vaj a dus t e k o ht a?
O s al em in e 1. K as te e n us e s aaj a d os a le v a d x x
te e nus te p la n e erim is e l ja h i n dam is el
n in g k ui d as s e e t o im ub? K as j a k u id as
te h i nd a te e n da t e ge v us te e d uk us t
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os a l em is e os as ?
2. Ku i d as T ei d o n k aas a tu d t ee n us t e x
os u t am is s e j a k as Te ie e tt e pa n ek ut e
a lus e l o n te h tu d k a m uu d at us i? K as T e
te at e , k ui d as te i l on õ i g us k aas a
r ääk i d a?
3. K as /k ui d as ai t ab as ut us k a as a x x
te e nus e s a aj at e j õ us t am is e l e? K as
per s o n al i o n s e l l ek s k oo l i ta tu d ?
Is ik uk e sk su s 1. K as j a k ui d as o le t e v ä lj a s e l gi t an u d x x
o lem as o l e v at e te e nus e s a aj a t e
v aj a d us e d (k es k p ik as p ers pek t ii v is ) j a
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. K as t ee n us t pak ut ak s e v as ta v a lt x x x
te e nus e s aaj a v aj a d u s e le j a ta l l e k õi g e
s ob i v am as as uk o has ?
3. Ku i d as arv es t a tak s e x x
r ah as taj at e /h u v igr u p pi de v aj a d us i , k as
ne i d u ur it ak s e/k üs it ak s e?
4. K as ja k u id as v as ta v a d pak ut a v a d x
te e nus e id te i e v aj a dus t el e ? Ku i das
k oos k õl as t at ak s e te ie g a te i e
i nd i v i du a a ln e t eg e v us p la a n?
Lai ah a ar de li su s 1. N im et ag e om a a s ut us e pe am is e d x x
pr o ts es s i d . K as , k uid as , m il l es t
tu l en e v a lt j a m il l is e r eg u l aars us eg a T e
ne i d ül e v aa t at e? K a s T e aru ta t e om a
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as u t us e pr ots es s e om a te en us t e
r ah as taj a(t e) g a?
2. K ui d as te t ag a te , et t ee n us e x
os u t am in e t o im ub v as t a va l t p la n eer i tu l e
n in g i lm a tak is tus te t a?
3. K u id as Te t a ga te i nd i v i du a a ls e x x
te g e vus p la a n i k oos t am is el
m ult id is ts ip l i na ars e l äh e n em is e
ar ves t am is e j a k õ ig i i n di v i d ua a ls es s e
p la a ni m ärg it u d te e n u s te os u tam is e?
4. K u id as j a k e l le p oo lt o n m äära t le t ud x x
te e nus e s a aj at e e l u k va li t ee t? K u id as
h in d at e, et e l uk v a li t e ed i ees m ärg i d o n
tä i de t ud ?
5. K as ja kui s a g e li a n a lü üs it ak s e x x
per s o n al i os k us e i d te e nus e s aaj a
e luk v a l it ee d i p ar an d a m is el ?
T ulemu st el e 1. K u id as T e m õõ da t e i ga - a as t as el t om a x x
ori en t e e rit u s eem är k id e t u lem us i?
2. K as T e ie te a te , m il l is e d ol i d as u t us e x x
tu l em us e d e e lm is e l a as t a l? K as t e at e,
k us t vaj a dus e l s e l l is e i nf o s a ak s it e?
Pi dev a r eng 1. Ku i d as to im ub te ie as u tus es x x
te g e vus te pl a n ee rim in e, ne n de
tu l em us te h i n dam i n e ja v aj a dus e l
m uuda t us t e s is s e v i im in e? Kus t
v aj a d us e l s e l l is ed p õ h im õtt e d l e iak s i te ?
2. T oo g e nä i te i d p ar en d us - ja x x
i nn o v ats i oo n i proj ek ti d es t . K u id as on
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pr oj ek ti p la n eer im is e l m äära t le tu d ,
k uid as s e l le ed uk us t h i lj em m õõt a?
3. K as os k at e t u ua m õn e nä i te , k ui d as x x
te i e v aj a d us i on as u t us om a t eg e v us t e
p la n eer im is e l ar ves ta n ud ?
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2. Nõutav dokumentat sioon
EQ U AS S As s ur anc e ta ot l us es s e m ärg i tu d i nf o le j a lis a de l e p õh i n ed es pa l um e
v aa t lus ek s e tt e v a lm is ta d a j är g n e v d ok um ent ats i oo n :
1. Kv al it ee di k ä si r aa ma t
2. A as t ap l a an 20 1 4 j a aa s ta p la a n i v orm , a as t a a rua n n e 20 1 3
3. P õh ik ir i
4. Am et ipr of i i l
5. P art n er i t e, t öö t aj a te , k l ie n ti d e r a hu l o luk üs it l u s te t a gas is i de k ok k uv õ tt ed
6. K l ie n d i k a us t
7. E et ik ak oo d ek s
8. R is k ia na l ü üs i k ok k uv õt te d
9. K oos t öö p ar t n er it e ta gas is i dek ok k uv õt e
10 . Pr o tok o l li d ( vas t a v a lt t eem ad e l e)
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11 . R eh a bi l i ta ts io o n ip l aa n i v or m
3. Personali, teenuse saajate ja teiste oluliste huvi gruppide
intervjueerimine
EQ U AS S As s ur anc e t ao t lus es an tu d v as t us te l e j a t õ en d it e l e p õh i ne d es p a lum e
k orral d ad a i n ter vj u ud j är gm is te in im es t eg a (f unk ts io o n j a k es t v us ) :
Juhtkond Kestvus
1. MT Ü j uh a taj a 1 tu n d
2.
3.
4.
5.
6.
Personal Kestvus
1. Ar en d us s p e ts i a l is t 0, 5 t un d
2. P ers o n a l ( s ot s i aa l tö öt aj a, 1 tu n d
ps ü h ho l o og) – m ax 4 i n im es t
3.
4.
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5.
6.
Teenuse saajad Kestvus
1. T een us e s a aj a d – m ax 4 in im es t 1 tu n d
2.T e en us e s a aj a d – m ax 4 i n im es t 1 tu n d
3.
4.
5.
6.
Teised huvigrupid Kestvus
1. P art n er i d – m ax 3 in im es t 1 tu n d
2. Ra h as t aj a d 1 tu n d
3.
4.
5.
6.
4. Asutuse kül astuse ajakava formaat
As ut us e k ül as tus pe ak s o l em a k orra l da t ud v as t a v al t j är gn e v at e le j uh is te l e:
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a. As ut us e k ül as tus pe ak s o l em a k av a nd a tu d k ah e l e tö ö pä e v a le ( = 1 6 tu n d i)
b. Dok um en ta ts io o ni g a t ut v um in e p e ak s olem a p l an e er it ud es im es e 3 h s is s e
k ülas tus e es im es e l p ä e va l .
c . P äe v ak a vas pe ak s ol em a s ag ed as ed pa us i d (1 5 – 3 0 m inu t it) , et a u d ii t or
s aak s in d ik aa to r i t e tõ e nd e i d ü le va a d at a j a k orr as t ad a .
d. In ter vj u ud j uh tk on n a, per s o na l i j a t e is te g a ( vä l is ed hu v i gr up i d/ par tn er i d)
pe ak s k es tm a m ax 30 - 5 0 m in ü h e in ter vj uu k oh t a . I n ter vj u u d t ee n us e
s aaj at e ga pe ak s id ol em a k orra l da t u d gr u p ii n ter vj u ud e na ( m ax 5- i n im es t
k orr ag a)
e. J uh i g a/ d ir ek tor ig a i n ter vj uu p e ak s ol em a p la n ee ri t ud as ut us e k ülas t us e
te is e le p ä e va l e ( s o o v it a va l t p ea l e lõ u na l) .
f. Lõ p l ik as ut us e k ül as t us e pr ogr am m peak s o lem a t ao t lej a j a au d i it or i va h e l
k ok k u le p it u d j a s a ad e tu d EQ U A S S k o ha l ik ul e es in d aj a l e .
Asutuse külastuse ajakava
kuup ä ev P äev 1
Ae g T egev us ( l üh ik e k irj e l dus )
9: 0 0- 9 .1 0 A v ak oos o lek
9. 1 0- 1 2. 0 0 T utv um in e d ok um ent i d eg a
12 . 00- 1 3. 0 0 Lõ u na
13 . 00- 1 4. 0 0 K oh tum i ne per s o na l i g a
14 . 00- 1 4. 3 0 P aus
1 4. 3 0- 1 5 .3 0 K oh tum i ne t e en us e s a aj a te g a
1 5. 3 0- 1 6 .0 0 P aus
16 . 00 - 1 6: 30 K oh tum i ne per s o na l i g a ( ar en d us s p e ts i a l is t)
16 . 30- 1 7. 0 0 P aus
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kuup ä ev P äev 2
Ae g T egev us ( l üh ik e k irj e l dus )
9: 0 0- 10 . 00 K oh tum i ne r ah as taj at e ga
10 . 00- 1 0. 3 0 P aus
10 . 30- 1 1. 3 0 K oh tum i ne t e en us e s a aj a te g a
11 . 30- 1 2. 3 0 P aus j a lõ u na
12 . 30- 1 3. 3 0 K oh tum i ne par t ner i te g a
13 . 30- 1 4. 0 0 P aus
14 . 00- 1 5. 0 0 K oh tum i ne j u h at aj ag a
15 . 00- 1 5. 3 0 K ok k uvõt t e te g em in e
1 5. 3 0- 1 6 :0 0 Lõ p uk oos o lek
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Maarika Aro
Saatja: Maarika Aro
Saatmisaeg: 10. veebruar 2015. a. 12:40
Adressaat: 'Marie Dubost'; 'Guus van Beek'
Koopia: Keiu Talve
Teema: Audit report MTÜ Papaver EST2015-001
Manused: Additional Information Form_Papver.doc; EQ_ASS_Audit report Papaver.docx;
EQUASS_taotlusvorm_2014_papaver_audiitor.xlsx; Papaver_ Asutuse külastuse
ettevalmistuse vorm.docx; Papaver_logo_CMYK.pdf
Dear Marie, Dear Guus,
Attache d you’ll find an audit report and ot her documents of MTÜ Papver (EST2015-001).
Please let Keiu to know in case there are some comments about the report.
Best regards,
Maarika Aro
EQUASS Eesti spetsialist
tel +372 687 7233
mob +372 521 3563
[email protected]
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