EQUASS ASSURANCE
AUDIT REPORT
Site visit: 16. -17.12.2014
SOS Põltsamaa Last eküla
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 o f th e so ci al
SO S P õlt s am aa L as te kül a
se rv i c e p rov id er
Ad d re s s:
Los si 47 , Põ lt sa ma a , 48 1 04
Po st bo x: 48 1 04
P er so n re sp on sib le Ing rid Si ndi
(C EO ) :
Cont ac t p e rs on: Ing rid Si ndi
Pho ne: 37 2 7 7 23 0 08
Fa x:
E- m a il: ing rid . sin di @s os - l ast ek yl a .e e
W eb s ite: ht t p: / /w w w .sos - l ast e k yl a. ee /
Na me of Au dit o r: Ka ri n Nä r ep
Dat e s of aud it : 16 .- 17 .1 2 .2 0 14
Cli en ts: Num ber of p ers on s er v ed : 14
As of ( d at e): 1 6 .1 2. 2 0 14
St aff: Num ber of Fu l l t im e s t af f : 7 ,5 ( 3 SO S- m ot h er s , 3
SO S- au n ts , 1 ,5 s oc i a l work er a n d he a d of
pr o gr am m e/ vi l l a ge)
Num ber of P ar t t im e s t af f /of C o ntr ac t e d s taf f :
0, 4 5 ( 3 SO S- f at hers )
Num ber of vo l un t eers (if ap p l ic a b l e) : 0
Du e t o th e s p ec ia l c h a rac t er is t ic o f t he s erv i c e
pr ov i d ed (s om e c o ntr a c ts are par t t im e) t h er e ar e
2
10 pers o ns h ire d (as o f 16 . 12 .2 0 14 ) .
S erv ic e s: Fam il y ba s ed hom e r epl a ce m ent s e rv ic e
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2. Audit program
16.12.2014
9.00-9.10 Kick-off meeting
9.10 – 12.00 Documentation review
12.00-13.00 Lunch
13.00-14.00 Meeting with personnel (SOS -parents)
14.00 –14.30 Pause
14.30-15.30 Meeting with funders (county governments)
15.30-16.00 Pause
16.00-17.00 Meeting with persons served (children)
17.12.2014
9.00-10.00 Meeting with personnel ( social worker)
10.00-10.30 Pause
10.30-11.15 Meeting with partners (police, sch ool, local government)
11.30-12.15 Meeting with personnel ( head of the programme/ village)
12.15-13.00 Lunch
13.00-14.00 Feedback meeting with the perso nnel
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3. Detailed feedback on performance
1. The social ser vice provider def ines documents and implements its
vision and mission values on ser vice provision.
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 der m ee t t his c r it er i on 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
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 t h e v is i o n,
doc um en te d i ts v is i on , m is s io n and m is s io n a n d va l u es i s v er y h i gh a nd
c orp or at e v a lu es . D ur i ng th e i nt er v ie ws th es e is s u es are d is c us s e d p eri o d ic a l l y .
was v al i d at e d th a t em p lo ye e s ar e a war e Fur th er im pr o ve m en t m ight be t o s e t t he
of t he v is i o n, m is s i on a n d c or p or at e pr inc i p les h o w to e v a lu at e p er io d ic a ll y
v a lu es and im pl em ent th es e i n t h e ir th e m is s io n , v is i on and v a lu es to
e ver yd a y a c t i v it i es on pr o v i di n g gu ar a nt ee t ha t th es e c or e s t a tem en ts
s er v ic es . As s t a te d in t he m is s i on , are up d at e d if ne e de d.
v is io n a nd v a l ues t h e per s o ns s er ve d
T ööt aj a d on t ea d l ik ud v is i oo n is t ,
(c h il dr e n) ar e t he m a in f oc us of t h e
m is s io o nis t ja v äär t us t es t ning ne i d
s er v ic e pr o v is i o n . T her e is c le ar
e v id e nc e t h at there h a ve b ee n te em as i d aru t at a k s e as u tus es
reg u l aars e lt . E d as in e p ar en d us t eg e v us
d is c us s i ons on v is i on , m is s i o n an d
s aa b o ll a p õh im õt e te m äär a tl em in e
v a lu es dur i n g t h e p er i od ic a l m eet i n gs of
a ll s t af f as we ll as du r i ng t h e ap pr a is a l m is s io o ni , v is io o ni ja v ä ärt us te
per i o od i l is ek s ü le v a at am is ek s
i nt er v ie ws of a ll s t af f e ver y ye ar .
k ind l us t am ak s , et n e ed on v aj a d us e l
aj ak o has ta t ud .
2. The social ser vice provider def ines, documents, and implements its
qualit y policy by determining lon g term qualit y goals, and its
commitment to cont inuous improvement.
5
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 der m ee t t his c r it er i on 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
T he s oc i al s er v ic e pr o v i de r h as a As t h e q u a li t y p o l ic y is r at her rec e nt l y
doc um en te d q u al i t y p o lic y. D ur i ng t h e doc um en te d and im p lem en t ed , it is
i nt er v ie ws was c onf ir m ed th at im por ta nt to h a ve t he n ec es s ar y
em pl o ye es ar e a war e of t he q u al i t y m eas ur es in p l ac e to im pl em en t t he
po l ic y. T he q u a li t y p o l ic y wa s pr inc i p les s ta t ed i n t h is p o lic y i n t h e
e la b ora t ed an d im pl em ent e d in the e ver yd a y p rac t ic e of pr o v id i ng t he
c l os e p ar t ic i p at i on of a ll s t af f . s er v ic es . T h er e is a n ee d t o am end t h e
qu a l it y po l ic y d o c um ent wi th the
pr inc i p les a n d t im in g of t he p er i od ic a l
e va l u at i on of th e d oc um ent i n or d er t o
up d at e i t if ne e de d .
K un a as ut us e k va l it e e d ip o l ii t ik a on üs n a
h ilj ut i v ä lj a tö ö ta tu d j a rak e nd a tu d, o n
o lu l i ne ta g ad a v aj a lik u d t eg e v us ed
rak en d am ak s ant ud p o l i i t ik a p õ him õt t ei d
i ga p äe v as es s e t ee n u s te p ak k um is s e.
K v al i te e d ip o l i it ik a d ok um ent i tu l ek s
tä i en d ad a ja l is ad a põ h im õtt e d
dok um en d i p er io o d il is ek s
ü le v a at am is ek s , m is a it a b ta g ad a , et
dok um en t o n v aj a d us e l aj ak oh as t at u d.
3. Persons ser ved, family members and ser vice user organisations are
able to give f eedback on their individual and collective experience of
programmes and ser vices.
6
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 der m ee t t his c r it er i on 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
7
It wa s c onf ir m ed t ha t th e s er v ic e Co l l ec t i ng th e f e e db ac k in m ore
pro v i d er is v er y op e n a nd pr oac t i v e i n s ys tem at ic a nd o bj ec ti v e wa y - in t he
ord er to c o l lec t th e f e e db ac k f rom f orm of f ee db ac k q u es t i on n a ires (f rom
s tak e ho l de r s . em pl o ye es a n d ex t er n a l s t ak e ho l de rs ) -
is im pl em ent e d q u i te rec e n tl y, s o t h ere
Dur i n g t he i nt er v ie w s was c onf irm ed
is a n e ed t o c r ea te a s us t ai n a bi l i t y in
th at t h e s t ak eh o ld er s ( bo t h i nt er na l an d th is proc es s an d ens ur e t h at the
ex t er na l) have o pp or t u ni t y to g i ve
f ee db ac k is as k ed p er i o d ic a ll y a n d wi t h
f ee db ac k o n pr ogr am m es an d s er v ic es
th e s am e m eth o do l og y in or d er to
thr o ug h t h e s e v er a l op t io ns ( m eet i n gs c rea t e c om p ara b l e d a ta o v er t h e ye ars .
an d f ee d bac k q u es t i on n a ir es ) . T h er e
T here is a ls o a n ee d to e v a lu a te
are p er i od ic a l d is c u s s i ons wit h t he
per i o d ic a l l y wh e th er t her e ar e th e m os t
pers o ns s er v e d ( a n nu a l l y and af t er ap pr o pri a te m eas ur e s f or c o l lec t in g
e ver y 3 m on t hs ) . T h e f e ed b ac k f rom
f ee db ac k in p lac e . O n e p os s ib i l it y of
em pl o ye es , f un de r s a nd pe r s o ns s er v e d
im pro v em ent is s et t he pr i nc i p l es f or
is d oc um e nt ed . d is c us s i ng t he res u lt s of t he f ee d bac k
qu es ti o nn a ir es (em p lo ye es a nd ex t er n al
T here is in th e p h as e of p l an n i ng th e
s tak e ho l de rs ) bo th i ns id e t he
im pl em ent a ti o n of t he m eth od o lo g ic a ll y
org a n is a t io n a nd wi th s tak e h ol d ers f or
ne w m eth o d f or c o l lec t in g f e e db ac k
s et t in g n ec es s ar y im pro v em en t ac t io n
f rom pers ons s er ve d ( c h il dr e n) .
p la n wi th d at es an d r es p o ns ib l e
pers o ns .
T agas is i de k og u m ine s e n is es t
s üs t e em s em alt ja obj ek ti i vs em al t –
ta g as is i d e k üs im us ti k e v orm is ( n ii
tö öt aj at e lt k ui v ä l is t e lt hu v i po o lt e lt ) - o n
rak en d at ud s u ht e lis e lt h i lj u ti , s ee g a
tu l eb t a g ad a j ä tk us u u tl ik k us tag as is id e
k üs im is e l. S t t ag as is i de t t u le b k üs id a
per i o od i l is el t ja sama m etoo d ik ag a
k ind l us t am ak s võ rre ld a v a i nf o
o lem as o l u a as t a te l õi k es . Sam ut i t u l eb
per i o od i l is el t ü l e v aa d at a, k as k as u tus e l
on k õ ig e s o b i va m ad ta gas is i de
k ogum is e m ee to d i d. Üh ek s võ im al ik uk s
par e n dus te g e vus ek s on m ää ra t le d a
põ h im õtt e d, k ui d a s ar ut at ak s e
ta g as is i d ek üs i tl us te t u lem us i (t ö öt aj a t e
j a v ä l is t e h u v ip o o lt e rah u l o lu os as ) n ii
as u t us e s e es k ui vä l i s te h u v i po o lt e ga ,
et t ul em us t e a lus e l s a ak s k oos t ad a
par e n dus te g e vus t e pl a an i k oos
tä ht a eg a de j a v as t ut aj at e ga . 8
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 der m ee t t his c r it er i on 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
9
T he s oc i a l s er v ic e p r o v id er has b ee n T he d is s em in at i o n of th e inf orm at io 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 .
– bo t h i n th e i nt er na t i on a l l e v el ( as th e
s er v ic e pr o vi d er is par t of t he T here is h o we v er s om e pos s i b i li t ies f or
im pro v em ent ac ti o ns . O n e p os s ib i l i t y is
i nt ern a ti o n al ne t wor k ) as we l l as in
to e v a lu at e p eri o d ic a l l y wh et h er t h ere
Es t o n ia , i n t h e r e g io n an d i n t h e l oc a l
c om m uni t y i t is s i t ua te d i n . are t h e m os t a p pr opr i at e m eas ur es to
pro v i d e inf orm ati o n to the d if f er en t
It was c o nf ir m ed dur i ng t he a ud i t, th at s tak e ho l de rs in p l ac e . T he we b - pa g e of
i nt ern a l a n d e x t er n al s tak eh o ld ers a re th e s er v ic e p ro v i de r c ou l d b e im pro v ed
a war e of t he pr o gr am m es an d s er v ic e s to of f er b et t er ac c es s to th e inf orm ati o n
of f ere d. T h er e ar e s e ver a l m eth o ds i n ab o ut the s er v ic e pr o vi d er as
pro v i d i ng inf or m ati o n – m eet i n gs org a n is a t io n (s er v ic e s , a n nu a l r e po rts
(doc um en te d i n pr ot o c o ls ) as we l l as etc ) , wh ic h at t h e m om ent ar e n ot v er y
we bs it e a nd r e g ul ar n e ws p ap er ( b ot h i n eas i l y f ou n d.
har d c o p y a n d on - l i n e) .
As ut us e k oht a i nf orm ats i oo n i j ag am in e
on vä g a h äs t i or ga n is eer i tu d . S am as o n
te at u d võ im a lus i p are n d us t ek s . Ük s
v õ im al us o n h i nn at a per i o od i l is el t, k as
k as ut at a va d i nf orm a ts i o on i j a g am is e
v i is id on k õi ge s o b i vam ad v aj a l ik e
hu v i p oo l te (s i ht gr u pp i de n i) j õ u dm is e l.
As ut us e v ee b i le h e l võ ik s teh a
m uuda t us i n i i, et ol ek s pa rem in i
k ättes a ad a v inf o te e nus e p a k k uj a k ui
as u t us e k oht a ( t ee n us t e k irj el d us ed ,
aas t aar u an d ed ), m i da pr a eg us el he tk el
e i o le vä g a l i ht n e l ei d a.
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 .
10
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 der m ee t t his c r it er i on 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
T he a nn u a l p l an n i ng pr oc es s a n d t he T here is a ne e d t o c hec k re g ul ar l y t h e
re v ie w pr oc es s of th e a nn u al p la n ar e proc es s of the an n ua l p l an n i ng and
doc um en te d and im p lem en t ed in the im pl em ent t h e c ha n g es if n ec es s a r y.
wh o le org a n is a t io n. T her e is b ui l t i n T here is p l an n e d t o be c h a ng es i n t h e
m ec han is m f or ev a lu at i o n of th e an n ua l p la n f orm at f or nex t ye a r, s o it is
im pl em ent a ti o n of t he p la n i n t h e m idd l e im por ta nt t o im pl em ent t hes e c ha n g es
of t he ye ar ( i n t h e e n d of t he f irs t in th e pr ac t ic e of th e wh o l e
s em es ter of the ye ar ) . It was c o nf i rm ed org a n is a t io n .
i n th e i nt er v i e ws t h at em p lo ye e s ar e
A as t ap l a an i pr ots es s i tu l eb re g ul a ars el t
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
ü le va a da t a (k as s ee on j ä tk u va l t aj a - j a
th e an n ua l p la n as we l l as e v a lu at i o n of
th e res u l ts of t he im pl em ent at i o n of t he as j ak o ha n e) ja v i ia s is s e v aj a l ik ud
m uuda t us e d . P l a ne er i tu d o n k oos t ad a
p la n.
j ärgm is e a as t a a as t a p la a n u ue l v orm il ,
s ee g a t u le b t a g ad a , et n ee d
m uuda t us e d s a a k s id a s u tus e
i ga p äe v as es te g e vus e s e l l u vi i d ud .
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 .
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Str e n gt hs Im pro vem e nt & de v e lo pm ents
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 Mo re at t en t io n s h ou l d be g i v en t o d ef i n e
s c a les f or r e vi e w . T her e is a p la n to k e y p erf orm anc e i nd ic at ors in ac c ord i n g
c ha n ge t h e f or m at of the an n ua l p l a n i n to S M A RT pr inc i pl es (s p ec if ic ,
ord er t he m ak e t he p la n m or e r es u lt - m eas ur ab l e, ac hi e v ab l e, r e le v a n t , t im e -
bas e d. bo u nd ) in ord er to ac hi e v e m ore
obj ec t i v e m e as ur em e nt of res u lts . I t is
a ls o im p ort an t th a t t h e tr en d l i nes of th e
res u l ts o v er the 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 t s ) als o to the e x t ern a l
s tak e ho l de rs ( e. g. f u n ders ).
As ut us e a as t a p la a n i j uur es o n võ im al ik
te h a s e ll e ar e nd am is ek s m uuda t us i .
E nam tä he l e pa n u tu lek s p öör at a
def in e er im ak s m õõd i k uid ( o od at a v at e
tu l em us te m õõ tm is ek s ) vas ta v a lt
S M ART - p õh im õt te l e (s p ets i if i l i ne ,
m õõde t a v, re a l is t l i k , as j ak oh a ne ,
aj as ta t ud) et m õõt a tu l em us i en am
obj ek ti i vs em al t. O n s am uti o l u li n e, e t
s aak s j äl g i da tu l em us te tr e nd e aas ta t e
l õik es . K u ig i a s ut us on v äg a avatud
i nf orm ats io o ni e das ta m is ek s , s iis v õik s
aru t ad a, k as s aa ta aas ta p l aa n i ja
aas t aar u an n et k a v äl i s te l e h u v i po o lt e le
(nt r ah as t aj ad) .
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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.
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 der m ee t t his c r it er i on 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
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 t h 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 p os s ib i l it y t o s e n d its a n nu a l re po rt
an n ua l r e por ts as w e ll as in s e ve ra l to i ts s p ec if ic ex ter n a l s tak e h ol d ers ( i n
s ur ve ys (m or e ou tc o m e bas ed r es u lts ) th e we b - pa g e th er e are p u b lis h e d t h e
a va i l ab l e on the we b - s it e of the j oi n t a n nu a l r e por t s of t he wh o l e
Es t o n ia n SOS C h i l dr e n ’s V i l la g es Es t o n ia n SOS C h i l dre n ’s V i l la g es
As s oc i a ti o n . As s oc i a ti o n , wh er e ar e s um m ari ze d t h e
res u l ts o f t h e a ll Es t o n ia n SO S v il l a ges ,
bu t a ls o ref e re nc es t o ac h ie v em en ts i n
e ver y S O S c h i l dre n v i l l ag e ) .
V õim a l ik u e d as is e ar en d am is e n a võ ik s
as u t us an a l üüs i d a v õ i m alus t s aa t a om a
aas t aar u an n e om a k onk reets e te l e
v ä lis t el e h u v ip o ol t el e (v e eb i l eh e l on
a va l ik us t at u d a as t a ar ua n de d t er v ik un a
SO S Las tek ü l a E es ti Üh i ng u k oh ta , k us
on k ok k uvõ te k õ ig i E es t i l as tek ü l ad e
te g e vus es t , k u id k a vi it e d ig a l as t ek ü la
s aa v u tus te l e) .
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.
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 der m ee t t his c r it er i on 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
SO S P õ l ts am aa Las te k üla is v er y ac t i ve T here is c l e ar e vi d enc e th at s oc i a l
an d v is i b le in c om m uni t y b as e d 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 ar e s ev er a l pr oj ec ts c om m itm ent to the c om m uni t y b as e d
wi t h th e s c h oo ls in loc a l c om m uni t y (t he ac t i v it i es . One im pro vem e nt ac t i on
f in anc i n g t he S A M SU N G - c l as s r o om etc ) c ou l d be to d is s em in a te th is i nf orm at io n
as we l l as o t her p o s s i bi l i ti es ( e. g . t o to t he ex t er na l s t ak eh o l ders in m or e
i n vo l v e t he c h i ldr e n i n th e c om m unit y i n s ys tem at ic wa y i n th e an nu a l r e por t s of
th e ac t i v it i es of f er e d to t h e p ers o ns th e s er v ic e pr o vi d er.
s er ve d e tc ) . O n e o f th e SO S- f at hers
O n s e l g ed tõ e nd i d, et as u t us e l on tu g e v
was a war de d f or his c on tr ib u t io n t o t he
pü h en d um us k og uk on n a le s u u na tu d
c om m uni t y wi t h t h e a war d o n t h e c o u nt y
l e ve l . te g e vus te e ll u v i i m is ek s . Ük s
are n d us t eg e v us v õ ik s olla l e vi t ad a
s e ll ek oh as t i nf orm a ts i o on i v ä lis t el e
hu v i p oo l te l e en am s üs t e em s em alt lä b i
as u t us e a as ta ar ua n ne t 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 der m ee t t his c r it er i on 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 .
14
Str e n gt hs Im pro vem e nt & de v e lo pm ents
As SO S P õl ts am aa L as t ek ül a is par t of
th e i n ter n at i o na l n et wor k of SO S
v i l la g es t he r e ar e doc um en te d an d
im pl em ent e d c om m on pr i nc ip l es f or
s taf f p ol ic y i nc lu d i ng th e r ec r u i tm ent
an d r et e nt i on p o l ic y pr inc i p les . I t was
c onf irm ed d ur in g the i nt er v i e ws t ha t
th es e pr i nc i p l es ar e im pl em ent e d in
prac t ic e . T h er e is v e r y c l ear f oc us o n
th e c om p et enc i es of th e b o th i n t h e
rec r ui tm ent a n d we ll a s r e te n ti o n.
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 der m ee t t his c r it er i on 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
15
It was c o nf i r m ed ( bo t h ac c or d i ng t o th e T he p os s i bl e im pro v e m ent ac t io n c ou l d
doc um en ta t io n as we ll as i n i nt er v i e ws ) be t o i n v o l ve m ore v o lu nt e ers (t her e
th at t her e ar e nec es s ar y pr inc i p les a n d ha v e b e en n o v o l un te ers s o f a r) , wh ic h
m eas ur es in p l ac e . It was c o nf irm e d m ight br i n g n e w k no wl ed g e an d i de as to
th at t h e wor k in g c o n d it i ons , s taf f rat i o th e or ga n is at i on .
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 Üh ek s võ im al ik uk s aren d us t e ge v us ek s
o lek s k aas at a e n am vab a ta ht l ik k e (s en i
th e s t af f .
e i o le ü h te g i v a ba ta h tl ik k u o l nu d) , m is
v õ ik s tu ua u ut t e adm is t ja i d ei d
as u t us s e .
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 der m ee t t his c r it er i on 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
16
It was c o nf ir m ed t ha t a c c or d i n g t o t h e T here ar e we l l d e ve l o pe d pr in c i p l es f or
ne e ds e v a lu a te d d ur i ng th e a p pra is a l th e d e v e lo pm ent of s t af f c om pete nc i es ,
i nt er v ie w t h er e is a p la n ni n g of t h e k no wle d ge a nd s k i l ls . Ho we v er t h er e is
pers o n al d e v el o pm en t, wh i c h is a p os s ib i l it y for t he im pro v em ent in
doc um en te d i n t h e tr a in i ng p la n of th e m eas ur in g t he ef f e c ti v e nes s of th e
SO S Põ l ts am aa Las t ek ül a . The tra i n in gs , in ord er t o m eas ur e no t o n l y
em pl o ye es ar e a war e of t h e ir th e ou tp u t (t he im m ed ia te s a tis f ac t i on
pos s i b i li t ies to have th e n ec es s ar y wi t h th e tr a in i n g), bu t als o t he ou tc om e
tra i n in gs . A ls o m or e r ec e n t m eth ods ar e (pos s i b i l i t y to im p l em ent the new
i n p l ac e – t h e s up er v is io n of t h e s t af f , k no wle d ge or s k il l s ) in e v er y - d a y
wh ic h is h i gh l y v a l ue d b y t h e s t af f . T he prac t is e of pr o v id i n g s er v ic e . T h is
ef f ec t i ve n es s of t he tr a i n in gs is ou tc om e s ho u l d be e v a l ua te d
e va l u at ed dur i n g the ap pr a is a l c ons is te n tl y dur i n g the ap pr a is a l
i nt er v ie ws . i nt er v ie ws and res u lts if pos s i b le
ex pr es s e d in th e a nn ua l r e po rt of t he
org a n is a t io n .
As ut us es on h äs ti vä lj at ö öt at u d
põ h im õtt e d t öö taj at e k om pet en ts id e ,
te a dm is te ja os k us t e ar e n dam is ek s .
S i is k i v õ ik s ol l a üh ek s ed as is ek s
are n d us ek s m õõ ta k oo l it us t e
ef ek ti i vs us t – st m õõ t a m itt e a i nu l t
v ä lj u nd i t (k oh e ne ra h u lo l u k oo l it us eg a) ,
v a id ka m õj u ( u ut e t e adm i s t e või
os k us t e r ak en d am in e) i ga p ä e vas es
te e nus te p ak k um is e s . S e l l is t m õj u
tu l ek s h in n at a p i de v a lt lä b i
are n g u ves t lus te ja tu lem us i võ ik s
v õ im al us e l k aj as ta d a as u tus e
aas t aar u an d es .
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 .
17
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 der m ee t t his c r it er i on 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
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 am 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.
th e j o b r es ul ts an d t h e n e eds ( a p pra is a l
Üh ek s ar en g u võ im a lu s ek s on h i n na ta
i nt er v ie w) . Al l t he s t af f m em ber s h a v e
are n g u ves t lus te s is u pe ri o od i l is e lt
th e ir j o b d es c r ip t io ns – a lr ea d y s t at e d i n
m ain p ar t i n th e in te r na t io n a l s ta n da rds k ind l us t am ak s , et v aj a d us e l vi i ak s e
s is s e m uu d at us e d .
of t h e SO S c h i l dr e n vi l l ag es .
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 der m ee t t his c r it er i on 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
18
T he s oc ia l s er v ic e pr o v i der has
doc um en te d p ol ic y a n d pr oc ed ur es i 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
of th e org a n is a t io n . It was c o nf irm ed
th at t h e s t af f is s e e n as th e c ruc i a l
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
s er v ic e a nd its pr o vis i on if n ee d ed . Al l
th e is s ues of the or ga n is at i on ar e
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 .
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 m ec ha n is m s in p l ac e m eas ur es t h ere is a n ee d to as s es s
f or t he r e te nt i o n of th e s t af f as we l l as per i o d ic a l l y, wh i c h k i nd of f ac t ors ar e
ad d it i o na l s oc i a l g uar a nt e es ( pe ns i ons ) . i nc re as i ng or d ec re as i ng th e m oti v a ti o n
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 ü s 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 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
20
T he SO S Põ l ts am a a L as t ek ül a h as T he p os s ib l e im pro v e m ent ac t io n m ig ht
doc um en te d a n d im pl e m ente d t he r i gh ts be to h a ve th e s ep ar at e d oc um ent f o r
of th e p er s o ns served in s e v er a l th e r i gh ts an d du t ies – e. g. c h art er of
doc um en ts ( inc l i nt er na t io n a l s t a nd ar d ri gh ts . S o f ar th e r i gh ts a n d du t i es a re
proc e d ures of the SO S c h i l dre n doc um en te d in s e v era l d oc um ent s . A ls o
v i l la g es ) a nd th es e ar e i n ac c or da nc e t o th er e m ig ht b e t h e po s s i bi l i t y t o pr es e nt
th e i n ter n at i on a l hum an r i gh ts th is c h art er in m ore c hi l d - f ri e n dl y
c on v e nt i ons . D ur i ng t he i nt er v i e w s wi t h f orm at.
th e p ers on n el was v a li d at e d th a t th e
s taf f a nd p er s ons s er v ed ( c h i l dr e n) ar e Õ i gus t e j a k ohus tus t e k irj el d am in e v õ ik s
o ll a ü h es era l d i d ok um end is – nn
a war e of th e ir r ig hts a nd du t ies – t hes e
õ ig us t e j a k oh us t us t e k oo dek s is . S i ia n i
are d is c us s ed in t he SO S f am il i e s
m eeti n gs r e gu l ar l y. T her e has b e en on õ i g us e d ja k oh us tus e d
dok um en te er it u d e ri ne v a tes as ut us e
org a n is e d m eet i n g wit h the
dok um en t id es . S am ut i t u lek s k aal ud a
rep res e nt at i v e of the O m bu ds m an of
Ch i l dre n t o d is c us s wi t h th e p ers ons v õ im al us i es it a da õ ig us t e j a k oh us tus te
dok um en t e nam l aps es õb ra l ik um as
s er ve d t he pos s i b il i t i es to ex pr es s th e
f orm aad is .
c onc er ns a nd solve th e p os s i b l e
pro b l em s .
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 der m ee t t his c r it er i on 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
21
T here is d oc um ent e d a nd im pl em en te d T he pr oc e d ur e f or th e be g in n i ng of th e
v er y d et a i l ed pr oc e dur e f or c h il dr e n s er v ic e pro v is i on is d oc um en t ed r at h er
s tar t in g to r ec e i ve t he s er v ic es , i nc l t he de t ai l e d. Ho we v er th er e could be
ro les of th e s e v er a l par t ies in th is d is c us s e d wh e th er to i nc lu d e in t he
proc es s ( SO S P õ l ts am aa Las t ek ül a, des c r i pt i o n of t he s er v ic e m ore d et a i le d
l oc a l g o ver nm en t as a d voc a te e tc ). T h e m eas ur es t o inf orm t he c h i ldr e n ab o ut
c h il d wi l l h a ve th e o ver v i e w of the th e ir r i g hts b ef or e ha n d.
s er v ic e , i nc l r i gh t s and du t ies ,
bef ore h an d .
T een us e os u tam is e a lg a tam i ne on
k irj el d at u d v äg a d et a i ls e l t t e en us e
k irj el d us es . S am as v õ ik s k aal u da , k as
te e nus e k irj e l d us e s v õik s o l la
v ä lj a to o du d e nam d e ta i ls em alt , k u id as
i nf orm eer it ak s e last tem a õi g us t es t
en n e as en d us k od us s e t u lek ut .
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 der m ee t t his c r it er i on 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
22
SO S Põ l ts am a a L as t e k üla has c om pl a in t 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 lac e (e . g. a l l i nf or m atio n a b ou t i t is
nec es s ar y d ec is io n f or f ol l o w - u p c l ear l y c om m unic at ed t o c hi l dr en ), b ut
ac t i ons . th er e is no ex per i e nc e on how the
s ys tem work s s o f ar.
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 i tam is e s üs t e em on l oo d ud
(s h s e l l e k oht a i nf orm ats i oo n e d as t at u d
l as t e le) , k u i p u ud u b k ogem us s üs t eem i
to im im is e k o ht a.
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 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
23
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 r ig h ts of th e per s ons s er ve d th er e is an e v i de nc e th a t th e s e lf -
(c h il dr e n). SOS Põ l t s am aa L as t ek ül a de t erm in at i on is in pr ac t ic e
e va l u at es i ts p er f or m a nc e on r es pec t in g im pl em ent e d, the d i s c us s io n on th is
th is ri g ht a n n ua l 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 uk s ed a s is ek s
are n d us t eg e v us ek s v õ ik s ol l a ar ut ad a
rohk em en es em äär at l em is e õ i g us e
tä h en d us t n in g l ah t im õt es t am is t as ut us e
k ont ek s tis . Ku i g i e nes em äär at l em is e
õ ig us t eg e l ik k us es to i m ib, s i is s el l e ü l e
aru t lem i ne võ ik s a nd a uus i i d e id , k ui d as
s ed a ve e lg i e n am pr ak tik as rak e nd a da .
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 .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
24
A lr ea d y ac c or d in g t o t he s pec if ic of th e
s er v ic e pr o v id e d all per s o ns s er v e d
ha v e t h eir ad v oc a t es (l oc a l
go v er nm ents ) . If t h er e is a n ee d
ac c or d i ng to as s e s s m ent f or th e
s up p ort i n g p er s o n th er e is th e
pos s i b i li t y to have th is kind of
as s is t anc e ( e. g. t h er e is o n e ex am pl e of
th is i n h e lp i n g wi t h th e s om e l es s o ns ) .
SO S P õl ts am aa L as tek ü la h as been
ac t i v e t o s u p po r t t h e ad v oc at es ( loc a l
go v er nm ents ) t o p er f o r m the ir du t i es t o
gu ar a nt ee th e c o n ti n uo u s d e v e lo pm en t
of t h e c h il d .
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 am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
25
SO S P õ lts am aa L as t ek ül a h as A lt h ou g h t he et h ic s po l ic y h as be e n
doc um en te d a n d im p l em ent e d a po l ic y d is c us s e d am on g the SOS f am i l ies ,
on e th ic s r ef l ec t i n g th e d i g n it y of th er e c o u l d b e m ore d is c us s i o ns h o w t o
pers o ns s er ve d a nd pr ot ec t i n g t h em m ak e et h ic pr inc i p l es “a l i ve” a n d us e
f rom pos s i b l e r is k s . It was c o nf irm ed th em i n e ve r yd a y pr ac tis e .
th at t he re ar e r e gu l ar d is c us s i o ns of a l l
s taf f m em ber s o n th e et h ic s p o l ic y a n d K ui g i e et ik ap o l i it ik at on ar u ta tu d SO S
per e d es , s iis v õ ik s o ll a ka e das p id i
th e pr inc i p l es a n d v a lu es th a t g o v e r n
aru t el us i d, k ui das m uu ta
be h a v io ur i n s er v ic e p r o v is i o n .
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 .
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
26
SO S P õl ts am aa L as t ek ül a has a T here ar e pr i nc i p l es t o pre v e nt a n y k i nd
doc um en te d po l ic y a nd pr oc ed ur es t o of ab us e of pers o ns s erv e d i n p l ac e .
pre v e nt ph ys ic a l, m e nt a l a n d f in a nc ia l Ho we v er t h e des c ri p ti on of the pos s i b le
ab us e of p er s o n s e r v ed . D ur i n g th e ris k s is vey g en er a l. The p os s i b l e
i nt er v ie ws it was c onf ir m ed t h at s taf f is im pro v em ent ac t io n i s to b et t er d ef i n e
a war e of t h es e pr i nc i p l es . th e p os s ib l e s it ua t io n s bo th i ns i d e a n d
ou ts id e t h e or g an is at i on , wh ere th er e is
a r is k t o an y k in d of ab us e of c h i l dr en .
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 t he
pos s i b le p a tt erns in th e ab us e of t he
pers 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 .
As ut us es on v älj at ö öt at u d j a rak en d at ud
põ h im õtt e d v ä lt im ak s i gas u gus t te e nus e
s aaj at e ärak as ut am is t . S i is k i v õ im al ik e
s e ll ek oh as te r is k id e k irj el d us on üs n a
ü ld i ne . V õim a l ik aren d us t e ge v us on
par em in i d ef i n e eri da v õim a l ik k e
s it u ats i oo n e ni i as ut us e s ees k u i v ä lj as ,
k us la ps ed v õ i va d s at tu d a
ärak as ut am is e oh t u. V õik s ar ut a da k a
te is te s ots i aa l te e n u s te pak k uj at eg a
(l oom u lik u lt ar v e s ta d 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 .
27
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 e s s m ent an d h as 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
he a lt h an d s af et y p la n f or e ac h of i ts ac t i ons a nd c on duc t the ris k
s er v ic e loc a t i o ns . T his is par t of t h e r is k as s es s m e nt re g ul ar l y.
m anag em en t. T her e has b e e n t h e r is k
as s es s m e nt b y th e t h ir d par t y ( s p ec ia l Ar en d us t e ge v us ek s on t ag a da vas ta v a te
te g e vus te j ä tk us u ut l i k k us ja v i ia läbi
ex p er ts on t h e wo r k e n v ir o nm en t) .
ris k id e h i n dam is t r eg u l aars 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 p r ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
28
T he s oc ia l s er v ic e pr o v id er h as def in e d T here ar e pr oc e d ur es an d pr i nc ip l es i n
s et of pr i nc ip l es , v a l u es a n d pr oc e dur es p lac e, wh ic h ar e a ls o im pl em ent e d. O ne
to as s ur e an d g o v er n be h a vi o ur in pos s i b le im pr o vem en t ac t i on m i g h t be t o
s er v ic e de l i v er y. St af f is a war e ab o ut d is c us s t hes e p ri nc i p l es m or e
th es e pr inc i p les , v a l ues and s ys tem at ic al l y – e. g. us in g c as e s tu d i es
proc e d ures . It wa s c o nf ir m ed in etc as th is k in d of a ppr o ac h wi l l h e l p
i nt er v ie ws t ha t t h es e pr i nc ip l es ar e th e s taf f t o m ak e th e abs tr ac t pr i nc i p l es
reg u l ar l y d is c us s e d in t he s t af f m ore re l at e d t o t h e ir e v er yd a y pr ac tic e .
m eeti n gs ( d oc um e nt ed i n t he pr o toc o ls ) .
V as t a va d põ h im õtt e d j a pr o ts e d uur i d on
rak en d at ud . As u tus e s ees v õ ik s arut ad a
ne i d p õh im õtt e i d en a m s üs te em s em alt –
nt k as ut a des j u h tu m ian a lü üs e, k u na
s e ll is t l i ik i lä h en em in e a it ab t ö öt aj a te l
s i du d a ü ld is em al t a s an d i l p õh im õt te d
om a i g a pä e v as e p rak t i k aga .
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 ur a 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
29
SO S Põ l ts am a a L as t ek ül a h as d ef in e d
po l ic y and pr oc e d u r e f or as s ur in g
c onf id e nt i a li t y of d at a of t he p ers ons
s er ve d (c h i ldr e n) . T her e ar e s et
proc e d ures t o as s es s thes e pr oc ed ur es
reg u l ar l y an d am en d if n ec es s ar y.
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 th is i nf or m atio n m ore e as il y
des c r i pt i o n a n d s t at ut e. A ls o t hes e are f ou nd o n t he we b - s it e of t h e s er v ic e
a va i l ab l e on t he we b - pa g e an d m an ua ls pro v i d er.
of SO S- v i l la g es . T he j ob d es c r i pt i ons
are re g u lar l y r e v i e we d – as p ar t of t h e Üh ek s võ im al ik uk s aren d us t e ge v us ek s
on t e ha s el l is t liiki inf orm ats i oo n
an n ua l a p pr ais a l i nt er v i e ws .
as u t us e k od u l eh e l s en is es t p arem i ni
k ättes a ad a v ak s .
30
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
SO S P õ lts am aa L as t ek ül a h as s tr o n g As t he s ys t em at ic as s es s m ent of
c om m itm ent , but a ls o pr i nc i p les a nd f ee db ac k ( q ues t io n na i res ) wi t h par t ners
m ec han is m i n p l ac e t o c o - o p er at e wi t h has b ee n im pl em en t ed q u it e re c e nt l y
par t ners in t he l oc a l c om m unit y – th e n t her e is a n ee d t o c o n ti n ue t he
s c ho o ls , loc a l go v e r nm ents , c o un t y c o ll ec ti n g t he f e e db a c k wi th t h e s am e
go v er nm ents an d l oc a l p o lic e , b ut a ls o m etho d o lo g y t o h a v e th e c om par a bl e
wi t h ot h er n ec es s ar y p ar t n er s . da t a o ver t h e ye a rs .
It was c o nf ir m ed i n t he i nt er v i e ws th a t K un a p art n er it e s üs tem aa t i li n e
th e pa rt ner s va l u e h ig h l y th e co- ta g as is i d e h i n dam i ne (k üs im us tik u d) on
op er at i o n wi th t he SO S P õ lts am aa rak en d at ud h i lj u t i, s i is t u le b j ä tk at a
Las t ek ül a as we l l a s v er y o p en a n d ta g as is i d e k ogum is t s am a m etoo d ik ag a
pro ac ti v e a p pr o ac h t o c o- o p er at e. v õ im al dam ak s tu lem us i j ä l g id a ja
v õrr el d a a as t at e l õ ik e s .
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 .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
31
SO S P õ lts am aa L as t e k üla wor k s i n v er y T here is s tr o ng c o - o per a ti o n wi t h t h e
c l os e p art n er s hi p wi t h d if f er e nt in te rn a l s e ver a l s t ak eh ol d ers in p l ac e . The
an d ex ter n a l s tak e ho l d er s in the s pec i a l a tt en t io n is g i v en t o t h e p ers o ns
pro v i d i ng of th e s er v i c es . As t he ex ac t s er ve d in tak i n g p art of th e d es i gn i ng of
c on t en t a nd pr o vis i o n s er v ic e pr o v i de d th e s er v ic e pro v i d e d. T he p os s i bl e
de p en ds o n t h e per s on s er v e d (c h il d) im pro v em ent ac ti o n m i gh t b e to i n v ol v e
th er e is o n - go i ng c o - o per a ti o n b o th wi t h ot h er (ex t ern a l) s t ak eh o ld ers m ore
th e i n ter n a l a nd ex t e r na l s tak e ho l d ers s ys tem at ic al l y – e .g . f ix a p er io d ( e. g.
to pr o v i de t h e n ec es s a r y s er v ic e. af ter e v er y 2 ye a rs ) a f ter wh ic h th er e is
an e v al u at i on of t he s er vic e pro v is i o n
as wh o l e pr oc es s i n th e f orm of m eeti ng
or work s ho p . O th er wis e t h ere m ig h t
oc c ur t h e s it ua t i on t h at s om e p ar ts of
th e pr oc es s are am e nd e d m ore of t e n
th a n ot h ers .
As ut us es on r ak en da tu d h ea k oos t öö
hu v i p oo l te g a. Er i l i s t t äh e le p an u
pö ör at ak s e t ee n us e s aaj at e os a l em is e l e
ne i l e p ak ut a va te t e en us t e k uj un d am is e l.
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 i nar i v orm is . V as t as e l
k orral v õi b t ek k ida ri s k , et m õn in g a id
te e nus e p ak k um is e pro ts es s i et a pp e
v aa d at ak s e üle ja m uud e tak s e
ti h ed am in i k ui t e is i.
32
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
SO S P õl ts am aa L as t ek ül a has p ol ic y T here is a p os s ib l e i m prov em en t ac t io n
an d pr oc ed ur e 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 it if n ec es s ar y.
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
V õim a l ik uk s aren d u s te g e vus ek s on
an d h o lis t ic ap pr o ac h . It was c onf irm ed
dur i n g the i n ter v i e ws t ha t pers o ns an a l üüs i da , k as os a l em is e m ehh a n is m
on p i is a v n i ng t eh a v aj ad us e l
s er ve d ar e ac t i ve l y in v o l v ed in the
m uuda t us e d .
d if f ere nt as pec ts of t he s er v ic e
pro v is i o n.
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 .
33
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 T here is ne e d t o im p lem en t a d d it i on a l
th e p ar tic i p at i on of th e p er s ons s er v ed ap pr o ac h t o c o ll ec t t he f e e db ac k f ro m
bas e d o n t h e ir as s es s ed n e ed s . A l l t he th e pers o n s e r ve d (c h il dr e n), wh ic h is
m eas ur es , ac t i v it i es an d p o l ic y f or i n th e p has e of p la n n i ng .
par t ic ip a ti o n h a ve b e e n a gr e e d wi t h th e
pers o ns s er v e d. The s oc i a l s er v ic e V aj a l ik on rak en d ad a tä i e l ik ul t e l lu
te e nus e s a aj at e lt l as t e lt) t a g as is i d e
pro v i d er e v a lu at es ac ti v i t ies a n d p o lic y
k üs im is e t ä ie n d a v m eeto d , m is on
f or pa r t ic ip a ti o n of p er s o ns s er ve d on
an a nn u al b as is , b u t a ls o af ter e v er y 3 pra e g u p la n eer im is e f aas is .
m onths dur i n g th e in ter v i e ws wi t h
c h il dr e n .
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 t he ir pe r s o n a l em po werm e nt a n d pers o na 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 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
34
SO S P õ lts am aa L as tek ü l a T he im pr o vem en t ac ti o n m ig ht be to
s ys tem at ic al l y f ac il i ta t es the s ys tem at ic al l y m eas u re t he ef f ec ts of
em po werm en t of th e per s ons s er v ed . th e em po werm en t ac t i v it i es , i n or der t o
T he m ai n f oc us of t he s er v ic e is t o 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
ac t i v e l y s up p or t t h e d e ve l o pm ent of th e bas e d o n wh ic h t h er e wi l l be p os s ib l e t o
c h il d an d the em po wer m en t is ver 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
im por ta nt e l em ent of t ha t. It was f or em p o werm ent .
c onf irm ed t ha t t he pr i nc ip l e of t he
Ar en d us t e ge v us en a tu l ek s
em po werm e n t is im pl em ent e d t hr ou g h
th e in d i v i du a l p l a ns a s we l l as s p ec if ic s üs t em aat i l is e lt m õõt a j õ us t am is e
tu l em us i, k og um ak s s ell ek o has t
proj ec ts ( e. g . i nt er n at i on a l e d uc a t io n
k van t it at i i vs et ja k v a li t at i i vs e t i nf o t.
proj ec t c ar r ie d on r ec e nt l y) . T he
b io l og ic a l f am il i es of th e c h i ld ( if Lä h tu v a lt s e l l is es infost on v õ im al ik
l ei d a i de i d tä i en d a v at ek s j õus t am is e
pos s i b le ) ar e a ls o i nc l ud e d i n t he c h i ld ’s
te g e vus tek s .
e ver yd a y l if e – s o t h er e c a n be f o un d
e lem en ts of em po wer m ent a ls o i n t h es e
ac t i v it i es .
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 .
35
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 im pr o vem en t ac ti o n m ig ht be to
i de nt if ie d m eas ur es f or c r ea t in g an an a l ys e a nd br ai ns tor m on t he f ur t her
em po wer i ng e n vi r o nm ent in the i de as t o inc r e as e th e em po werm en t of
org a n is a t io n . T he s oc ia l s er v ic e th e p ers o ns s er v e d.
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 As ut us võ ik s an a lü üs id a ja p id a da
aj ur ü nn ak u id l ei dm ak s uus i v i is e
te e nus e s a aj a te j õ us ta m is ek s .
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
36
T he s oc ia l s er v ic e pr o v i der has
i de nt if ie d the ne e ds of c ur r en t an d
po t en t ia l p er s o ns s er v ed . T h e loc at i o n
is v er y im por t a nt i n t h e d ec is io n m ak in g
proc es s of tak i ng t h e c h i l d i nt o t h e
s er v ic e . Us ua l l y t her e is a pr i nc i p l e th a t
c h il dr e n m us t be as c los e to t h e ir
b io l og ic a l f am i l ies as p os s ib l e t o k ee p
th e t ies to t he ir r e la t i ves . It was
c onf irm ed d ur in g i n t er v ie w th a t th is
pr inc i p le is im pl em en t 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.
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
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
(c h il dr e n) b as ed o n t h 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 i n di v i d ua l p l a ns .
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
38
SO S P õ lts am aa L a s tek ü la de l i v er s
s er v ic es b as e d o n t he n e eds of t he
pers o ns s er v ed . T h e In d i v id u al P la n is
re v is e d bas e d o n th e f ee db ac k of th e
pers o n s er v ed an d / or by p ers on ’s
rep res e nt at i v e ( l oc a l go v er nm ent ) . T h e
m ain c onc e pt of the SO S C h i ld re n
v i l la g e is t ha t t he c h i l d n ee ds h om e – s o
a ll th e s e r vic es t o per s on ar e or g an is ed
ac c or d i ng to t h is pr inc i p le . It was
ex pr es s e d in t h e in t er v ie ws wi t h t h e
ex t er na l s t ak eh o ld er s th a t in SO S
P õl ts am aa L as t ek ül a th e n ee ds of th e
c h il dr e n ar e b e tt er as s es s e d a nd b e tt er
pos s i b i li t ies f or d e v el opm en t of c hi l dr en
of f ere d t ha n in nor m al hom es as in
f orm er ther e ar e we l l de v e l op e d s er v ic e
proc es s es a nd we l l tr a i ne d s t af f .
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
39
T he s oc i a l s er v ic e pr o v id er d oc um ents T here is a p os s i bi l i t y f or the
th e id e nt if i e d n e e ds a nd ex pec t at i ons of im pro v em ent ac t io n in a n a l ys i n g the
th e pers o n s er v e d in an I nd i v i du a l P la n. c on t en t of t he tar g e ts a nd ex p ec te d
T he i n d i v id u al p l ans c on t ai n tar g ets a nd res u l ts i n or d er to m ak e th em m ore
work i n g m etho ds . Du r i ng t h e i nt er v i e ws m eas ur ab l e .
was v a l id a te d th a t e a c h I n d i vi d ua l P l a n
is e v a lu at e d r e g ul ar l y and d is c us s e d As ut us v õ ik s an a lü üs i da i n d i v id u aa l s es
te g e vus p la a n is olevaid m õõd ik u id ja
wi t h th e p er s on s er v ed . I n th e a n nu a l
oo d at a v at e t u lem us t e k irj e l dus t
e va l u at i on of t h e im pl em ent at i o n of th e
i nd i v i du a l pl a n t h er e is als o pr es e nt a te g em ak s ne id en am m õõde t a vak s .
rep res e nt at i v e of the c h il d – loc a l
go v er nm ent .
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.
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
40
T he s oc ia l s er v ic e pr o v i der has T here is a pos s i b le im pro v em en t ac t i v it y
i de nt if ie d a nd doc u m ent e d i ts key c onc er n in g t he de s c ri pt i on of the
s er v ic e d e l i v er y p r oc es s . It was s er v ic e de l i v er y pr oc es s . F irs t – th e
c onf irm ed t h at th is p r oc es s is i n li n e proc es s is des c r i be d in s e v er al
wi t h th e v is io n, m is s i on an d q u a li t y doc um en ts , t h ere wo u ld be m ore
po l ic y of th e s er v ic e pr o v id er a n d is tra ns par e nc y b o th i n s i de an d ou ts id e
im pl em ent e d i n e v er yd a y pr ac t ic e. th e o rg a nis a ti o n if th ere is a o n e b ri ef
doc um en t f or the d es c r ip t io n of th e
s er v ic e . Sec o nd l y – t he ex is t i n g
des c r i pt i o n of t he s er vic e n e e ds
am endm e nts as it des c r i bes th e
be g i nn i ng of t h e pr o v i s i on of t he s er v ic e
an d t h e d ef i n it i on of th e s er v ic e, b u t
th er e m ig ht b e us ef ul to d oc um ent t he
wh o le pro c es s f l o w o f the s e r v ic e wit h
a ll s t e ps of t h e pr oc es s .
T een us e k irj e ld us e j u ures v õ ik s k aa lu d a
m uuda t us t e s is s e vi i m is t. Es it ek s –
n im eta tu d pr o ts es s on k irj e l d at ud
m itm etes dok um en t id es . Nii
as u t us es is es e l t kui – vä l is e lt s u urem a
l äb i pa is t vus e s a a vu tam is ek s võ ik s
k oos t ad a ühe ter v ik l ik u
pro ts es s ik irj e ld us e. T e is ek s –
o lem as o l e v t e en us e k irj el dus v aj a b
m uutm is t, k u n a s e e k irj e l d ab p e am is e lt
te e nus e a lus tam is e e t ap p i j a t ee n us e g a
k aas n e va i d m õis t e i d. Pro ts es s v õ ik s
o ll a k irj e ld at u d v o od i a gram m i k uj ul
ter v ik l ik ul k uj u l.
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.
41
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
SO S P õ lts am aa Las t ek ül a r e v ie ws t h e T he p os s ib l e im pro v e m ent ac t io n m ig ht
perf orm anc e of t he k e y s er v ic e d el i v er y be t o a d d t o t he k e y s er v ic e d el i v er y
proc es s on r e g ul ar bas is . T her e ar e proc es s d es c r ip t io n of t he t im in g a nd
i nt ern a l au d it pr oc e d ur es c ar r i ed o ut . proc e d ures to re v i e w it an d m ak e
A ls o t h e s er v ic e pr o v i der is v er y o p en t o nec es s ar y am en dm en t s if ne ed e d. Al s o
th e f e ed b ac k of th e ex t ern a l th er e c o u ld be an an a l ys is of the
s tak e ho l de r s to a n a l ys e th e p os s i bl e pos s i b i li t y to be nc hm ark th e
wa ys t o im pr o v e s er v i c es . perf orm anc e of th e p roc es s to s im il ar
proc es s es of f ere d o th er or ga n is at i ons .
T een us e k irj e ld us s e tu lek s l is ad a
põ h im õtt e i d, k u id as s ed a k irj el d us t ü l e
v aa d at ak s e n i n g vaj a dus e l m uu de t ak s e.
S am uti võ ik s a n al üüs i d a v õim a lus i
v õrr el d a pro ts es s i tu l em us i te is te
as u t us t e v õrr e l da v at e pr o ts es s i de
tu l em us 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 der m ee t t his c r it er i on 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
42
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 pr i nc i p l es a nd m ec ha n is m
th at t her e ar e c r ea t ed a ll p os s ib i l it i es to to ac c es s t he c on t in u um of s ervic es t o
pers o ns s er v ed t o a l l k ind of n ec es s ar y th e s h ort des c r i pt i o n of th e s er v ic e
s er v ic es a ls o wh e n n ee ds c h an g e o ver de l i v er y p roc es s . T h e pos s i b i li t ies ar e
tim e. no w d oc um e nt ed in s e v era l d oc um ents .
T een us t e k irj e ld us s e v õ ik s l is a d a
põ h im õtt e d ja t eg e v us e d
m ult id is ts ip l i na ars e l äh e nem is eg a
k atk em atu t ee n us t e a he l a t a gam is ek s ,
m is prae g u on k irj e l da tu d e ri n e va t es
dok um en t id es .
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 der m ee t t his c r it er i on 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
43
T here ar e m ec h an i s m in p l ac e to T he im pro vem e nt ac t i on is t o c o n ti n u e
gu ar a nt ee s o un d pl a n ni n g and f ul l im pl em en ta t io n of PD C A - c yc l e i n
im pl em ent a ti o n of t he s er vic e p r oc es s . ord er to m ak e n ec es s ar y c h a ng es i n t he
E v al u at i o n on c o nt i nu i n g s er v ic e s er v ic e p roc es s if n ee de d .
de l i v er y is c ar r i ed t wic e d ur i ng o ne
As ut us es t ul e b j ä tk ata p id e v a P DC A -
ye ar . T he s oc ia l s er v ic e pr o vi d er
op er at es s er v ic es c h ar ac t er is e d b y a ts ük l i (p l an e er i - v i i e l lu - va at a ü l e -
par e n da) e l l u v i im is t. S e l l is e ts ük l i
m ult id is c i p li n ar y a p pr o ac h to th e
rak en d am ine t a ga b v aj a d us e l t ee n us e
pers o ns s er v ed in t h e i r I nd i v i d ua l P l a n.
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
44
SO S Põ l ts am a a L as t e k üla ens ur es t ha t T here ar e th e pr i nc i p les of im pro v in g
qu a l it y of lif e is s p ec i f ic to a n d d ef i ne d th e q ua l i t y of lif e d oc um ent e d an d
b y e ac h per s o n r ec e i v i ng s er v ic es . T h e im pl em ent e d. O n p os s i bl e i m pro vem e nt
ef f ec t i ve n es s of q u a l it y of l if e ac t i v it y m ig ht be t o d is c us s m ore t he
pro gr am m e is e v a l u at e d. D ur in g th e m ean in g of th e t erm “qu a l it y of l if e” i n
i nt er v ie w s wi t h th e p er s o n n el a n d wi t h th e s p ec if ic c o nt ex t of the s e r vic e
c l ie n t i t was a ls o c o nf ir m ed . T her e is a pro v i d ed wi th t h e a l l s taf f .
s truc tu re d a n d c yc lic a l pr oc es s of t he
T een us e s aaj at e e l uk v a li t ee d i tõs tm is e
de v e l opm en t of c hi l d d oc um e nt ed a n d
im pl em ent e d. põ h im õtt e d on k irj e l d a tu d j a r ak en d at u d.
E das is ek s ar en d am is ek s v õ ik s k õig i
tö öt aj at eg a a ru ta d a en am m õis t e
“e luk v a l it e et” t ä he nd us t as ut us e
te e nus e s p ets i if i l is es k ont ek s tis .
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 der m ee t t his c r it er i on 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
45
SO S Põ l ts am aa L as t e k üla s pec if ies an d
e va l u at es th e n ec es s ar y c om pet e nc ies
an d s k i l ls f or s t af f to en h anc e q ua l i t y of
l if e of per s o ns s er v ed . T h er e ar e
doc um en te d pr i nc ip l e s a nd pr oc e dur es
f or as s es s i ng the ne e ds a nd plan
ac c or d i ng l y. It was c onf 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 an d s u p er v is i o n.
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
46
T he s oc ia l s e r v ic e pr o v id er T he s oc i a l s er v ic e pr o v id er c o u ld
dem ons tr at es or g an is at i on ’s s uc c es s in an a l ys e th e p os s i bi l i t y t o s e nd a ls o its
th e s e v era l wa ys – i n th e a nn u al r ep or ts an n ua l r e por t t he ex t ern a l s t ak eh o l ders
as we l l as i n s e v er al s ur ve ys a v a il a b le – r es p ec t i v e c ou n t y g o ver nm en ts , l oc al
on t h e we b - s i te of t h e S oc ie t y of SO S go v er nm ents etc .
Las t ek ül a.
As ut us v õik s k aa l ud a v õ im al us t s a at a
om a a as t aar u a nn e o m a k onk ree ts e t el e
hu v i p oo l te l e – v as t a v at e le k oh a lik e l e
om av a l its us t e le , m aa v a li ts us t e le j t .
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 der m ee t t his c r it er i on 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
47
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 nd i v i du a l P l a n. T her e ar e a ls o m eas ur ab l e t arg e ts in th e in d i v id u a l
an n ua l r e po r ts of c h i l dr e n s e nt to th e ir p la ns , i n or der t o d em ons tr a te b et ter
res p ec ti v e f u nd er s . T he ac hi e v em ents th e ou tc om es a nd b en ef i ts of t he
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 s er v ic e p ro v i de d .
an n ua l r e por t of the s oc i a l s er v ic e
As ut us võ ik s k aal u da , k as
pro v i d er.
i nd i v i du a a ls e tes te g e v us p l a an i des v õ ik s
o ll a ees m ärg i d s en is es t e nam
m õõde t a vam ad , et dem ons tr eer i d a
par em in i t ee n us es t t u le n e va t m õj u 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 der m ee t t his c r it er i on 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
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 u l ts as c om par ed wi t h th e be to pr es e nt m ore pro ac t i v e l y t he
bes t v a l ue of f er e d wi t h th e s er v ic e. bus i n es s res u l ts 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 l d ers etc ) .
As ut us v õ ik s es it l ed a e nam
pro ak ti i vs em al t om a t eg e v us e tu l em us i
k õig i l e as j a om a s te l e hu v i p oo l te l e ( nt
s aa t a a as t a aru a nn e om a vä l is t e l e
hu v i p oo l te l e).
48
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 d er m ee t t his c r it er i on 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
SO S P õ lts am aa L as t e k üla m e as ur es th e T he p os s ib l e im pro v e m ent m igh t b e to
s at is f ac t io n of t h e pe r s ons s er ve d a nd ens ur e t h e s ys tem at i c a ppr o ac h t o t h e
ot h er s t ak e ho l de r s tr ou g h th e s e v era l e va l u at i on of the s at is f ac t io n of all
m eans ( q ues t io n n air es a n d m ee ti n gs ). s tak e ho l de rs in or d e r to c re a te t he
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 te a n dm eb aas .
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
49
SO S P õ lts am aa L as t ek ül a r ec or ds its T here c o u l d be a n a l ys ed as a p os s i bl e
perf orm anc e in the ac c es s ib l e an d im pro v em en t ac t io n h o w t o d is s em i na t e
un d ers t a nd a b le wa y s ( e. g . a n n ua l m ore s ys tem at ic a l l y t he a nn u a l r es u l ts
rep or t). T he i n di v i d ua l ac h ie v em en ts of SO S P õ lts am aa L a s tek ü la t o ex t ern a l
are rec or d ed in t he r e por ts of the s tak e ho l de rs – e .g . SO S P õ lts am aa
pers o n al ac h i e vem en t s of t h e c h i ldr e n Las t ek ül a c ou l d s e nd i ts an n ua l re p ort
s en t t o th e ir per s o n a l f un d er s . T h er e as d oc um ent to the p art n ers and
are a ls o ot h er m eans in p lac e to f un ders . No w t h e i nf o rm ati on is d i v i de d
dem ons tr at e t he s uc c es s m or e of te n m ain l y i n e v er yd a y c on t ac ts , s o th er e
( we b- s it e , ne ws pa p er etc ) . c ou l d b e a p os s ib i l it y to ho l d t h e a nn u a l
m eeti n g wit h t h e ex te rna l s t ak e ho l de rs
to d is c us s m or e s ys t em a t ic al l y the
res u l ts of t h e or ga n is a ti o n.
As ut us v õik s a n a l üüs i da , k u id as
s en is es t s üs t eem s em alt a n d a i nf ot e n da
tu l em us te k o ht a vä l is te l e h u v ip o o lt e le .
Nt v õ ik s as ut us s aa t a om a
aas t aar u an n et om a par t ner i te l e ja
rah as taj at e l e. Se n i ni j ag at ak s e i nf ot
tu l em us te k oh ta l äb i ig a pä e v as t e
k ont ak ti de , s ee g a v õ i k s nt o l l a üh ek s
v õ im al us ek s p i d ad a k ord a as t as
k oht um in e vä l is te hu v i p oo l te g a, et
aru t ad a s ü s te em s el t a s ut us e tu l em us i .
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 der m ee t t his c r it er i on 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
50
As th e s oc i a l s er v ic e pr o v id er is ver y T he p os s i bl e im pro v e m ent 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
so a ls o it was c o nf ir m ed t h at t he i nf orm at io n on t he org a n is a t io n
i nf orm at io n on t he or g a n is a t io n perf orm anc e t o f i nd a d d it i on a l n e w wa ys
perf orm anc e is ac t i v e l y d is s em i na te d f or d o i ng it . T h er e c o u ld b e a n al ys e d a
am ong i ts i n ter n a l ( c h il dr e n, s t af f ) an d pos s i b i li t y to or g a n is e an an n ua l
ex t er na l s tak e ho l d er s ( par t ners , m eeti n g wi t h ex t er na l s tak e ho l d e rs to
f un ders ) . d is c us s s ys t em atic a l l y th e res u lts of t h e
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 i po o lt e ga ar u tam ak s
org a n is a ts io o n i tu l em us i ter v ik un a ja
v i is e t ö öt am is ek s vä l is te h u v i po o lt e ga .
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
51
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
j ätk us u u tl ik k us n in g r ak en da t a vus k o gu
te e nus e p ak k um is e pr ots es s is .
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 der m ee t t his c r it er i on 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
52
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. t he ed uc at i on pr oj ec t i nd ic at or c a n b e qu i t e s im p le , b ut it ’s
c arr ie d o n r ec e nt l y) . im por ta nt to g uar a nt e e, th at
m eas ur em ent c a n b e d on e .
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 der m ee t t his c r it er i on 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
53
It was c o nf ir m ed t ha t SO S Põ l ts am aa A lr ea d y t he re is a m ec h a n is m in p lac e
Las t ek ül a h as m ec ha n is m in p l ac 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 possible i n no v a ti o n
pers p ec t i v e of the p er s on s e r ve d ac t i on m ig ht be to def in e m or e
(c h il dr e n). T he s er v ic e pr o vi d ed is a ls o s ys tem at ic al l y t he p os s ib l e i nn o v at i on
be i n g a na l ys e d i n or d er t o f in d t he bes t proj ec ts a nd t he ir perf orm anc e
pos s i b le wa ys to a c h ie v e t he m ai n i nd ic at ors .
tar g et of th e s er v ic e – th e gr o wi n g - up of
th e c h i ld in t h e c ar i ng f am il y. 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.
54
4. Agreed additional development / improvements
T he a pp l ic an t d ec i d ed on th e f o l lo wi n g im pro v em ent ac t i on s an d/ or
ad d it i o na l d e v e lo pm e n 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 T o ana l ys e t o po s si bil iti e s to de fin e in the ann ua l p l an
t he ind ic at or s, w hic h w ill be i n l in e w ith th e SM ART -
pri nc ip le in o rde r to hav e m or e t ra ns pa r e nc y an d me a su re
bet t e r t h e r e sult s .
An a lüü s id a v õim alu s i def ine e ri da aa st ap l aa ni s mõõ di kud ,
mi s on v ast av u s es SM ART - p õhi mõt teg a tag am a ks
t ul emu st e suu r em l ä bip ai stv u s j a mõ õd et av us .
2 T o cond uct rev i ew of do cu me ntat ion to g u ar ant e e t hat
t he re a r e p r in c 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. Al s o to in cl ud e s ys tem ati c al l y th e
pri nc ip le of inv olv i ng ne c es s ar y sta k e hold e rs in th e
rev iew ing and am en ding th e s e rv i ce and pro ce s se s . V ii a
läb i do kum ent at s i oo ni ül ev a at am ine t ag am ak s , et ig as
doku m endi s on mä är atu d põh imõtt ed ja p rot s eduu r id
nend e ül ev a at am is e k s ja v aj a li ke mu ud at ust e t eg em is e ks .
Lis a ks li s ad a kõ ig is s e do kum ent id es s e p õhim õte k aa s ata
as j ako ha s eid huv i pool i te enu s e ja p rot se s s id e
ülev aa t a mi s se j a uu e nda mi ss e .
3 T o an al ys e an d am end th e ex i stin g d e sc r ipti on of th e
se rv i c e. T o an al ys e w hethe r th er e mig ht b e a l i st of
se rv i c es ( in addi tio n to the k e y s e rv i ce del iv e r y p roc e s s
al so s uppo rt s e rv i ce s).
An a lüü s id a ja t äi e ndad a k eht iv at te e nus e ki r je ldu st .
An a lüü s id a, ka s ol e k s v aj a li k ko ost ad a t e enu st e ni me ki r i
( ka a rd ist ad a li s a ks p õhit ee nu se le ka tug it ee nu sed ).
55
5. Closing remarks
In c o nc lus i o n it wa s c onf ir m ed d uri n g th e a ud i t t h at SO S Põ l ts am aa L as t ek ü la h as
pu t m uc h ef f or t i n to i ntr o duc i n g a n d im pl em ent i ng E Q U A S S s ys t em , wh ic h is
a lre a d y s ho wi n g r es u lts i n m a n y are as . I n ord er t o be m ore s uc c es s f ul in i ts
ac t i v it i es t her e wer e p os s ib l e im pr o v em en t a c ti o ns pr op os ed .
SO S P õl ts am aa L as te k üla is c l ear l y c om m it te d t o pr o vi d i ng h ig h - qu a l it y s er v ic e t o
pers o ns s er v ed ( c h i l dr e n) a n d des i gns a nd m ana g es its s er v ic e a n d r e la t ed
proc es s ac c or d i n gl y. T her e ar e ver y pr o - ac t i v e a n d op e n c o - o pe ra t i on wi t h ex t er na l
s tak e ho l d e r s . Pr of es s i on a l an d h i gh l y m ot i v at e d s t af f is o ne of t h e m ai n s tre n gt hs
of t h e s e r v ic e p r o v i de r .
Ma i n im pro v em ent ac t i ons ar e i n thr e e ar e as . Fi rs t , t her e is a n ee d to def in e in t he
an n ua l pl a n m or e m eas ur a b le in d ic at ors , wh ic h wi ll be in l in e wi t h th e S M A RT -
pr inc i p le s i n or der t o ha v e m or e tr ans p ar enc y a n d m eas ur e b et ter t he res u lts .
S ec o n d l y t her e is a ne e d t o c on d uc t a d oc um en t at i on r e v i e w to g uar a nt e e t ha t
th er e ar e pr inc i p les a nd pr oc ed ur es in p la c e t o r e vi e w a n d m ak e th e n ec es s ar y
am endm e nts i n t h e d oc um en t at i o n c le ar l y s ta te d i n t he doc um ents as we l l as t he
pr inc i p le of in v o l v in g nec es s ar y s t ak eh o ld e rs in t h e re v i e wi ng a nd am end i n g th e
s er v ic e a n d pr oc es s es . T h ir d l y, t h er e is a n ee d t o a n a l ys e a n d a m end th e ex is t i ng
des c r i pt i o n of t h e k e y s er v ic e d e l i v er y pr oc e s s .
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 an d ex t er n al
s tak e ho l de r s , th e a ud it or r e ac he d to c o nc l us io n th a t SO S P õ lts am aa Las t ek ül a
m eets f u l l y t he c r it er i a f or EQ U A S S As s ura n c e c ert if ic a t io n pr o gra m 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 SO S P õ lts am aa L as t ek ül a f or t he ir
c oo p er at i on a n d wa r m we lc om e d ur i ng t h e s i t e v is it .
K ok k uvõt l ik u lt le i d is k inn i tus t a u di t i k äi gu s , et SO S Põ l ts am a a L as t ek ül a on
pa n us t a nu d E Q U A S S i s üs te em i t ut v us t am is e le j a r ak en dam is e le as u t us es , m is on
j ub a k aas a a i da n ud e es m är k ide s a a v ut am is e le m i tm etes v a l dk on da d es . O l em ak s
v ee l g i e duk am e nd a t e ge v us tes o n s o o v it at u d r a por t is m itm e id a re nd us te g e vus i .
SO S P õ lts am a a Las t ek ül a on p üh e n du n u d k va l i te ets e te t ee n u s te p ak k um is el e
te e nus e s a aj at e le ( l as te l e) n i n g k uj un d ab j a j uh i b om a t ee n us t j a pro ts es s i s e l les t
l äh tu v a lt . As ut us t e eb v äg a pr o ak t ii vs e t j a a va t ud k o os t öö d v ä l is te h u vi p oo l te g a.
As ut us e üh ek s t ug e v u s ek s o n p r of es s io n aa l ne j a k õrg e m oti v ats i o on i g a tö öt aj ad .
56
P eam is ed par e nd us t eg e v us e d on k olm e s va l dk on n as . Es it e k s , on v aj a l ik
aas t ap l aa n is d ef i ne er i da e nam m õõd et a v a d in d ik aa to ri d , m is o l ek s vas t a vus es
S M ART - p õh im õt te g a, et t ul em us e d o l ek s i d e nam lä b ip a is t v a m ad ja par em in i
m õõde t a va d . T eis ek s on v aj a l ik lä b i v i i a d o k um ent ats i o on i ül e v a a tus t a gam ak s , et
on m ä ära t le tu d p õh i m õtte d j a pr ots e du ur i d d ok um ent a ts i o on i ü l e va at am is ek s j a
m uutm is ek s . Sam ut i pe ak s o l em a m äära t l et u d as j ak oh as te h u v i po o lt e os al em in e
te e nus e j a pr ots es s i de ü l e v aa tam is e l j a uu e nd am is e l . K o lm an dak s o n v aj ad us
an a l üüs i da t ä i en d ad a s en is t te e nus e k irj e l du s t.
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 aaj a te g a, tö öt aj a t e j a v ä l is t e h u v i po o lt e ga , j õu d is au d i it or ots us e le , et
SO S P õ lts am aa L as tek ü la t ä i da b t ä ie l ik u lt EQUASS As s ur a nc e s ert if ik a ad i
nõ u de i d.
A ud i it or t ä na b k õik i SO S P õ lt s am aa Las te k üla t ö öt aj a i d n en d e k oos t öö j a s ooj a
v as t u v õt u e es t as ut us e k ü las t us e aj a l.
23 . 12 .2 0 14 , T a l l i nn
K ar in N är ep
57
Maarika Aro
Saatja: Guus van Beek <
[email protected]>
Saatmisaeg: 22. jaanuar 2015. a. 12:57
Adressaat: Keiu Talve
Koopia: Marie Dubost; Maarika Aro
Teema: Re: Audit report SOS Põltsamaa Lasteküla EST2014-007
Tähtsus: Kõrge
Dear Keiu,
I h a ve r e vi e w e d t h e a u d i t r e p o r t f r o m SOS Põltsamaa Lasteküla (EST2014-007) a n d I c o n c l u d e t h a t t h e
s e r vi c e s (w i t h i n t h e s c o p e o f t h e a p p l i c a t i o n ) o f th i s o r g a n i z a t i o n m e e t a l l t h e E Q U AS S a s s u r a n c e
c r i t e r i a . B a s e d o n t h e delegated power, which is described in the EQU ASS internal procedures and
approved by the I nternational EQU ASS Awarding Committee, th e s e r vi c e s (w i t h i n t h e s c o p e o f t h e
a p p l i c a t i o n ) o f SOS Põltsamaa Lasteküla (EST2014-007) w i l l b e c e r t i f i e d w i t h E Q U AS S As s u r a n c e i n S o c i a l
S e r vi c e s .
Ac c o r d i n g t h e a g r e e d c o m m u n i c a t i o n p r o c e d u r e , I k i n d l y a s k y o u t o d i s s e mi n a t e t h e d e c i s i o n t o
c e r t i f y t h e s e r vi c e s (w i t h i n t h e s c o p e o f t h e a p p l i c a t i o n ) o f S O S P õ l t s a m a a L a s t e k ü l a (E S T2 0 1 4 -
0 0 7 ) w i t h E Q U AS S As s u r a n c e i n S o c i a l S e r vi c e s .
M a r i e D u b o s t w i l l s e n d t h e c e r t i f i c a t e (a n d g u i d e l i n e s f o r u s i n g t h e E Q U AS S As s u r a n c e l o g o )
d i r e c t l y t o S O S P õ l t s a m a a L a s t e k ü l a (E S T2 0 1 4 - 0 0 7 ) .
Note: My compliments for the auditor in writing this report. I am pleased to see a very deatialled feedback from the audutor which can be
used a insentive for further development and improvement of the services of SOS Põltsamaa Lasteküla.
Kind regards,
Guus van Beek
European Quality in Social Services (EQUASS)
c/o EPR, 15, Rue de Spa , B-1000 Brussels
Belgium
Phone: +31653770121
Email:
[email protected] / website: www.equass.be
Van: Keiu Talve <
[email protected]>
Datum: zaterdag 10 januari 2015 11:14
Aan: Marie Dubost <
[email protected]>, Guus van Beek <
[email protected]>
CC: Maarika Aro <
[email protected]>
Onderwerp: Audit report SOS Põltsamaa Lasteküla EST2014-007
Dear Marie, Dear Guus,
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Attache d you’ll find an audit report and other document s of SOS Põltsamaa L astek üla. SOS
Lasteküla Eesti ühing (EST2014-007).
Please let me know in case there are some comments about the report.
Keiu
EQUASS Eesti
Astangu KRK
Tel: +372 5682 9104
www.equass.ee
www.astangu.ee
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