SA Maarja küla auditi raport Brüsselisse

EQUASS ASSURANCE APPLICATION ADDITIONAL INFORMATION 1. Short information about the organisation in the nati ve language Sihtasutus Maarja Küla loodi apr illis 2001. aastal Tartu Maarja Kooli õpetajate ja lastevanemate, Tartu Toome Rotar y klubi ning teiste entu siastide eest võttel. Eesmärkideks seati: - rajada Põlvamaale Kiidjärve külla Haavasaare tallu 50-le Eesti intellektipuudega noorele arengu- ja töötamisvõimalusi pakkuv kodu – Maarja Küla; - teavitada ühiskonda intellektipuudega inimeste olemasolust, olemusest ja nende elukorraldusega seonduvatest puudujääkidest Eestis; - korraldada kampaaniaid, kontserte, näitusi, heategevusüritusi, mille tulu läheb Maarja Küla rajamiseks; - leida Maarja Küla rajamiseks suuremaid ja väiksemaid toetajaid ja finantseerijaid nii Eestist kui välismaalt; - viia Eesti seadusandlusesse sisse muudatusi, mis puudutavad puuetega inimeste elukorraldust, iseäranis kogukonnas elamist. Esimesed elanikud asusid külla elama 2002. aastal, esimesed intellektipuudega inimesed aasta hiljem . 2004. aastal asus külla elama esimene pikaajaline vabatahtlik Euroopast, kümme aastat hiljem on pikaajalisi vabatahtlikke peatunud külas üle viiekümne. Aasta hiljem valm isid kaks uut elumaja, mis rajati Lions ja Rotary klubide toel. 2007. aastal algas koostöö Räpina A ianduskooliga, alates sellest ajast on kolme -aastase toimetuleku-taseme aedniku õppe läbinud mitmed -kümned aiandushuvilised. Tänaseks on Maarja Külas toimiv rehabilitatsioonim eeskond, uus töökodadehoone, 5 uut elumaja, külakeskus, aiandusmaj a, grillim ismaj a, kaunis aed ja põllumaa. Avatud on kauplus Tartus, kus müüakse nii külaelanike kui ka teiste puudega inimeste poolt valmistatud toodangut. Tartus pakume ka elamisvõimalust linnas töötavatele külaelanikele. Maarja Külas valitseb vaba vaim ja üksteisest lu gupidam ine. 2. Short information about the organisation in English (acti vities, clients, etc.) Ma arj a V i l l ag e is a n i nd e pe n de nt c om m un i t y a nd c om pet e nc e c en tr e f or p eo p l e wi t h l ea rn i ng d is a b i l it y. O ur ph i l os o p h y b as es o n t he Un i te d N at i on Co n v en t io n o n th e R ig hts of P er s o ns wit h Dis a b i li t ies . M aa rj a V i ll a ge pr o v i des h om e - l if e , work i ng 1 pos s i b i li t ies , v oc at i on a l tr a i ni n g i n g ar d en i ng a n d r eh a b il i ta t io n s er v ic es f or m ore th a n 17 0 p er s ons . 3. Name of the organisation as you w ould w ant it to appear on the EQU ASS Assurance certificate Foundation Maarja Village / Sihtasutus Maarja Küla 4. Name of services / departments of the organi sation i n the scope of the application as you w ould w ant it to appear on the EQU ASS Assurance certificate : - rehabilitation services; - servi ce: livi ng in the communit y ; - servi ce: extended 24-hour care; - servi ce: supported w ork; - servi ce: supported living. 5. Organisation’s logo Is added as ANNEX 1 to this document Information to be published on EQUASS website: Name of t he orga ni sation: Foundation Maarja Village / Sihtasutus Maarja Küla Post address: Riia 185, Tart u 51014, Eesti Director: Ms. Ly Mikheim Contact person: Mr. Huko Laanoja Email: l [email protected] Web: w ww.maarjakyla.ee 2 EQUASS ASSURANCE ASUTUSE KÜLASTUSE ETTEVALMISTAMISE VORM Asutuse külastus: 27-28. august 2014 SA Maarja Küla Epp Sillaste © 2012 by European Quality for Social Services (EQUASS) Kõik õigused kaitstud. Antud dokumendi elemente ei tohi paljundada, kopeerida ega muul elektroonilisel moel salvestada ilma EQUASS kirjaliku loata.  Asutuse külastuse ettevalmistamise küsimused EQ U AS S As s ur a nc e t ao t lus v or m i le j a a nt ud l is ai nf orm ats i oo n i l e p õh i n ed es pa l um e te i l e tt e va lm is t us ek s v as t at a j är g ne v at e l e s e l gi t us t n õ ud v at e l e k üs i m us tel e : Üldised teemad (max. 10 küsimust) 1. P a lu n k ir j el d ag e l ü h id a lt om a or g an is ats i oo n i - om a k lie n te , p ers o n a l i, pe am is i k oos t öö p ar t n er e i d, r ah as t aj a i d. 2. Ku i das on t e i e k l ie n ti d e ar v a l at es a l us t a m is es t 2 00 1. a m uut u n ud ? 3. K as k li en t i de In d i vi d ua a ls et es te ge v us p la a ni d es (el a n ik u p la a n, reh a b i li t ats i oo n ip l a an) on f ik s e er it u d m õõd e ta v a d s pe ts i if i l is e d ees m är gi d ja k as ut at a va d m eet o di d / s ek k um is ed ? 4. K u id as t o im ub k li e nd i i nd i v i du a a ls e te t e ge v us p la a ni d e e es m är k ide j a t u lem us t e m õõtm in e? 5. Ku i das on t e en us e os u t am is e k ä i gus k ai ts tu d k l i en d i õ i gus e d? 6. Ku i das on k or r a l d at ud t e i e as u t us es k li e n d i l i ik um ine ü h e lt t ee n us e l t te is e le ? 7. K as ol e te v i im as e 2 aas t a j o ok s ul t u vas t a nu d tak is tus i , m is e i v õ im al da s uj u v a l t te e nus t os ut ad a j a k as o n n ä it e id , k us o l et e s e ll ek s m id ag i e tt e v õ t nu d ? 8. P a lu n k ir j e ld a ge lü h i da l t om a or g an is ats i o on i i g a - aas tas t te g e vu s te p l an e er im is e j a aru a n dl us e pr ots es s i. 9. Pa l un t o o ge n ä i de /p aar nä i d et i n no v a ts i o o n is t t e ie or g a nis a ts i o o n is . 10 . Version 1.0 2  1. Kvaliteedi põhimõtetele ja EQ U ASS Assurance kriteeriumitele vastavuse küsimused / teemad: Te en us e s a aj a d J uh t/ dir ek tor Ar en d us ju ht Huv i gr up i d P ers o n a l Juht im in e 1. K u id as lo o di or ga n i s ats i oo n i m is s i oo n ja v is i oo n n in g mil v i is i l ta g at i s el l e x k om m unik a ts i o on k õ ig i l e o lu l is te l e os a p oo l te l e ? 2. P a lu n t u t vus t ag e j a n ä i dak e, k u i das to im ub t e ie or g an is a ts i o on is t e ge v us t e p la n eer im in e , t öö s s e rak e nd am in e , x tu l em us te h i n dam i n e ja pa re n dus te te g em in e ehk PD C A ts ük k el. 3. K u id as k og ut e er i ne v a te l t hu v i gr up p i de l t ta g as i s i de t j a k as o le te x x x s e ll es t t ul e ne v a l t om a te ge v us tes m id a g i m uutn u d? P er so na l 1 Ku i d as h i nn a tak s e te i e or g a n is a ts io o n is pers o n al i l e ja x x v ab a ta ht l ik e le s e a tu d t öö t in g im us i ? 2 K u id as h i nd a te p ers on a l i k om pe te nts e ? x x 3 Kas t ei e tö ök es k k ond o n tur v a l in e n in g x k uid as t oim u b tö ök es k k onn a h in d am in e? Version 1.0 3  4 Kas ja k ui d as t o im ub t e ie or g a n is a ts io o n is p ers o n a li x x tu n nus tam i ne ? 5 K as ja k u id as h in d at e p ers o n a li x x k ool i tus te ef ek ti i vs us t ? Õ igu se d 1. Ku i d as t o im ub k li e nt i de i nf or m eer im in e t em a õi g us t es t ja x x k ohus tus tes t ? 2. K u i das on ta g a tu d p ers o n a li ja v ab a ta ht l ik k e te ad l ik k us k li e nd i õ i gus tes t x j a k oh us tus tes t ? 3. K u id as o le t e a va l da n ud k li e nt i de l e to et us t n e nd e is e x x ots us t am is e / en es em äära t lus e os as ? 4. K as t ei e d ok um ent e la n ik e õ ig us ed j a k ohus tus e d l a i en e b k õi g i le te i e x x x k lie n d igr u pp i d el e ? 4. Kas hi n d at e i ga- a as t as e lt k oos te e nus e s a aj a te g a om a k äi tum is t x x x te e nus e s a aj a te e n es em äär am is õ ig us es t l ug u pi d am is e os as ? E et i k a 1. Ku i das (m i l v i is il ) on t öö taj a d ja v ab a ta ht l ik ud inf orm eer it ud or g a n is a ts io o n i ee t ik a po l i it ik as t ning x k äit um is e põ h ip r i nts i ip i d es t ja v äär t us t es t t e en us e os ut am is e l ? 2. K as t e il on t u ua m õn i nä i d e ed us am m udes t t ur va l is us e ja x ter v is ek ai ts e t a g a m is el t ee n us e os u t am is e as uk oh as ? 3. K u id as t a ga t ak s e te en us e s a aj at e x x k onf id e nts i aa ls us ja is ik ua n dm ete Version 1.0 4  k aits e? 4. K u id as h i n da t e om a k äit um is e/ t eg e v us t e e f ek tii vs us t te e nus e x s aaj at e f üüs i l is e, va i m s e v õi f i n an ts il is e är ak as ut am is e e n n et a m is el ? 5. Koo st öö suh t ed 1. K u id as t o im ub k oos t ö ö s ots i aa l p art n eri t e n i ng r a has taj a te g a x x x te e nus e s a aj a te l e te en us te os ut am is e ees m är gi l ? 2. K u id as to im ub k oos t öö t ee n us t e x x x x ar e n d am is e l? 3. M il l is te k ri te er i um ite a lus e l h i n da te x x k oos t öös u he tes t t ul e ne v at l is a n d vä är tus t ? 5. O s al em in e 1. K as on k ok k u le p it ud ja k õi g i le x x os a p oo l te l e te a d a, k ui das t ee n us e s aaj a d os a l e va d t e en us te v ä lj a tö öt am is e l j a k v a li t ee d i / tu l em us t e h in d am is e l? 2. K u id as o n t ee n us e s aaj a id j õ us ta tu d ? x x 4. K u id as a na l üüs i te t e en us e s aaj at e v õ i x x x ne n de es i nd aj at e os a lem is eg a s eo tu d te g e vus i j a pr o ts e d uur e? Version 1.0 5  Is ik uk e sk su s 1. K u id as o l et e k ind l ak s te in u d x po t en ts ia a ls e t e te en us e s a aj a te v aj a d us e d ? 2. P a lu n k irj e ld a ge j a n ä id ak e, k u i das x x o le te t o im in ud , kui t ee n us e s a aj a o luk or d j a v aj a d us e d on m uu t un u d n i n g es ia l gs e l t k oos t at u d p l aa n e i o l e e n am v aj a d us t e le vas t a v. 3. M i l v i is i l t ee te k ind l ak s ol ul is t e x x hu v i gr up p i de vaj a dus e d? 4. K as o l et e t e i nu d m uuda t us i om a x x x te e nus tes ( v õi lo o nu d u us i t e e nus e id ) l äh tu v a lt te e nus e s a aj a te v aj a d us t es t , ne i l t s a ad u d t ag as is id es t ? P a l un to o ge nä i d e/ nä i te i d. Lai ah a ar de li su s 1. K u id as m õõ da te k l i en d i e l uk v al i t ee t i x par e n da v at e t eg e v us t e ef ek t i i vs us t? 2. K u id as t ag at e , et te e nus e x os u t am is e ga s e ot ud p eam is ed pr o ts es s i d on v as t a vus es t ee n us e os tj at e ja r ah as taj a te po o lt te ht u d et te p an ek ut e/m ärk us t e ga ? 3. M i ll is e i d m eetm eid om a x or g a n is a ts io o n is rak e nd a te , et ta g ad a k lie n ti d e le n en d e va j ad us t e l e vas ta v k atk em atu t e e nus ? 4. K u id as ai t at e p er s on a l i l ar e nd a da X x om a os k us i ja k om pe t en ts e t e en us e s aaj at e e l uk va l i te e d i t õs tm is ek s ? Version 1.0 6  T ulemu st el e 1. Ku i d as o le t e k om m unik eer i n ud om a x x x ori en t e e rit u s te g e vus te ja t u le m us te ar u an d ed o lu l is t e l e hu v i gr up p i de l e? 2. K u id as m õõ d at e te e nus e s a aj a te x x x x r ah u l o lu j a m il l is ed o n t u lem us e d ? 3. K as o l et e r ah u l p os i ts i o on i g a ra h ul o l u x s k aal a l? 4. 5. Pi dev a r eng 1. P a lu n pr es e n te er i g e üh e või k ah e x nä i te a bi l PD C A ts ü k li t oim i v us t te i e or g a n is a ts io o n is 2. P a lu n t oo g e nä i d e i nn o v aa t i lis es t x tö öm eet o d is t . 3. P a lu n to o ge ük s ar en d us p roj ek ti x nä i d e. 4. 5. Version 1.0 7  3. Nõutav dokumentat sioon EQ U AS S As s ur anc e ta ot l us es s e m ärg i tu d i nf o le j a lis a de l e p õh i n ed es pa l um e v aa t lus ek s e tt e v a lm is ta d a j är g n e v d ok um ent ats i oo n : 1. E la n ik u te g e vus p l aa n 2. Er i ne v at e t ee n us t e t öö k or r ad 3. E la n ik e õ ig us ed j a k oh us t us ed 4. P ers o n a li p o l ii t ik a 5. Ris k i a na l üüs 6. T erv is ek ai ts e 7. V al dk o nd a de es i nd aj at e k oos ol ek ut e pr o tok o l li d (j ao tus nr. 1) ,T öö pe r e l i ik m ete k oos o l ek ut e pro tok o l l id (j a ot us nr. 2) , K ül a e la n ik e k oos o l ek ute pr o t ok ol l i d ( j ao t us nr. 3) 8. A as t ap l a an i a n a lü üs j a h i nd am in e (1 0. 0 1. 2 01 4) 9. k üs it l us l e he d - ta g as is id e : te e nus e s a aj a t e lt ( va n em ate l t, e es t k os tj at e lt) , k oos t öö p ar t n er i t el t, nõ uk og u lt , tö ö per e lt 10 . K ae b us t e l a he n dam is e k or d 11 . T oim im ine k r i is i o l uk or r as 12 . Am et ij u h en d id 13 . Ar en g u ves t lus e d tö ö ta j at eg a 14 . Ar en g us em i nar i d e pr ot ok ol l i d 15 . T ege v us p la a n 20 1 3 Version 1.0 8  4. Personali, teenuse saajate ja teiste oluliste huvi gruppide intervjueerimine EQ U AS S As s ur anc e t ao t lus es an tu d v as t us te l e j a t õ en d it e l e p õh i ne d es p a lum e k orral d ad a i n ter vj u ud j är gm is te in im es t eg a (f unk ts io o n j a k es t v us ) : Juhtkond Kestvus 1. O rg an is ats i o on i j u ht 30m i n 2. Ar en d us j u ht 30m i n 3. 4. 5. 6. Personal Kestvus 1. P ers on a l igr u pp nr 1 - k un i 5 t ö öt aj a t 45m i n 2. P ers on a l igr u pp nr 2 - k un i 5 t ö öt aj a t 45m i n 3. 4. 5 6. Teenuse saajad Kestvus 1. K l i en d i gr u p p 1 j a 2 - m õlem as k un i 5 45m i n +4 5m in k lie n ti ( v õ im al us el e r i ne v at e te e nus e Version 1.0 9  k lie n d id) . 2. 3. 4. 5. 6. Teised huvigrupid Kestvus 1. Ra h as t aj a es i n d aj a 30m i n 2. P eam is e k o os t öö p ar tn er i es i nd aj a d (2) 30m i n (s o o vi t a va l t k or rag a) 3. 4. 5. 6. 5. Asutuse kül astuse ajakava formaat 1 P ÄEV 9.45-10.15 Avasõnad, audit i protsessi tut vustus , tut vumine Maarja Külaga 10.15-13.15 Tutvumine dokumentatsiooniga 13.15-13.45 Lõunapaus 13.45-14.15 Inter vjuu arendus juhiga 14.15-15.30 Auditi dokumentatsiooni koostamine Version 1.0 10  15.30-16.15 Inter vjuu personaligrupiga nr 1 * 16.15-17.00 Kohtumine kliendigrupiga nr 1 ** 17.00-.18. 00 Audit i dokumentatsiooni koostamine 2 P ÄEV 9.00-9.45 Inter vjuu personaligrupiga nr 2 * 10.00-10.45 Kohtumine kliendigrupiga nr 2 ** 10.45-11.30 Auditi dokumentatsiooni koostamine 11.30-12.00 Inter vjuu peamiste koostööpartneritega *** 12.00-12.30 Inter vjuu rahastajaga 12.30-13.00 Lõuna 13.15-13.45 Inter vjuu juhatajaga 13.45-16.00 Auditi dokumentatsiooni koostamine 16.00-17.00 Auditi lõpetamine ja tagasiside andm ine *Personaligruppidesse 1 ja 2 võiks kuuluda erinevaid spetsialiste (v.a juhi d), ühes grupis 3 kuni 5 tööt ajat. ** Kliendigruppidesse 1 ja 2 palun kutsuda samuti 3 kuni 5 klienti ühes grupis. *** Peamise koost ööpart neri intervjuul oleks soov kohtuda 2 teie organisatsiooni koostööpartneriga, kellega on teil kõige enam kokkupuudet. Version 1.0 11 EQU ASS ASSUR AN CE AUDI T REPORT Site visit: 27-28. August 2014 Maarja Village Fou ndation (SA Maarja Küla) Epp Sillaste © 2012 by European Qualit y f or Social Services (EQUASS) All r ights reser ved. No part of this document may be repr oduced in any f orm or by any means, electronic, mechanical, photocopying and recording or other wise wit hout the prior wr itten permission of the EQUASS.  1. Information of the social service provi der Name of the social Maarja Village Foundation (S A Maarja Küla) service provider Address: Haavassaare tal u, Kiidjärve, Vastse - Kuuste vald, Põl vamaa Post box: 63604 Person responsible Ly Mikheim (CEO): Contact person: Huko Laanoja Phone: 7302630 Fax: 7383041 E-mail: l [email protected] Web site: www.maarjak yl a.ee Name of Auditor: Epp Sillast e Dates of audit: 27-28.08.2014 Clients: Number of person served: 91 As of (date): 31.12.2014 Staff: Number of Full time staff : 10 Number of Part time staff : 18 (regularly)+19 (project based) Number of Contracted staff : 47 (all together) Number of volunteer s (if applicable) : 4 2 Services: Rehabilitat ion ser v ices, supported employm ent ser vice, supported living service, living in communit y service, twent y -f our hours special care ser vice . 3 2. Audit program 9.45-10.15 Avasõnad, audit i protsessi tut vustus , tut vumine Maarja Külaga 10.15-13.15 Tutvumine dokumentatsiooniga 13.15-13.45 Lõunapaus 13.45-14.15 Inter vjuu arendusjuhiga 14.15-15.30 Auditi dokumentatsiooni koostamine 15.30-16.15 Inter vjuu personaligrupiga nr 1 * 16.15-17.00 Kohtumine kliendigrupiga nr 1 ** 17.00-.18. 00 Audit i dokumentatsiooni koostamine 2 P ÄEV 9.00-9.45 Inter vjuu personaligrupiga nr 2 * 10.00-10.45 Kohtumine kliendigrupiga nr 2** 10.45-11.30 Auditi dokumentatsiooni koostamine 11.30-12.00 Inter vjuu peamiste koostööpartneritega*** 12.00-12.30 Inter vjuu rahastajaga 12.30-13.00 Lõuna 13.15-13.45 Inter vjuu juhatajaga 13.45-16.00 Auditi dokumentatsiooni koostamine 16.00-17.00 Auditi lõpetamine ja tagasiside andm ine 4  3. Detailed feedback on performance 1. The social ser vice provider def i nes documents and implements its vision and mission values on ser vice provision. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Maarja Küla has document ed and implemented their vision as their mission and govern values. These are documented in Development Strategy, Inf ormation Stands and in their homepage. During the inter views was validated that employees and exter nal customers are awar e of the vision, mission and corporat e values . 2. The social ser vice provider def ines, documents, and implements its qualit y policy by determining long term qualit y goals, and its commitment to cont inuous improvement. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 5 Maarja Küla def ines its qualit y policy and principles in their Development Startegy and in their Ser vice Provision Procedures. The Strategy and procedures include principles concerning determining of long term goals and cont inuous improvement. Qualit y principles and annual results are discussed and introduced to staff members in annual staff and clients meetings. Staff members consider all the qualit y policies and procedures and other documents that regulate the ser vice deliver y as guidelines on their work. 3. Persons ser ved, f amily members and service user organisat ions are able to give f eedback on their individual and collect ive experience of programmes and ser vices. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 6 Maarja Küla off ers possibilities f or all Maarja K üla should consider the stakeholders t o give f eedback on developing more systematic way to their individual and collective summarise and analyse the f eedback exper ience of programmes and of diff erent stakeholders in collective ser vices. level which makes easier to measure the sat isf action over the years and For persons ser ved the most also keep track of the development s important way f or giving f eedback is and changes that ar e made. in f ace to f ace meetings, but also special clients satisf action sur veys , Soovitus on muut a põhjalikumaks Clients Meet ings and complaint tagasiside kokkuvõtmine ja management system . analüüsim ine, mis võimaldaks teha järeldusi ja võrrelda rahulolu aast ate Collecting f eedback f rom f under and lõikes ning planeerida muudatusi main co-partners is organized (arendusi). through meetings, calls, e -mails and individual f eedback -questionnaires. Protocols of the meetings, e -mails and results of surveys wer e presented. During the inter views was validated that the stakeholders have great opportunit y to give f eedback. 4. The social ser vice provider inf orms all stakeholders about the off ered programmes and ser vices available. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 7 Maarja Küla inf orms its stakeholder s about programmes and services available through homepage, e- mails, Development Startegy, Annual Plan, Brochures and Inf ormation Stands. Besides written distribut ion of inf ormation, there was also oral inf ormation that is distrib uted to diff erent parties through diff erent meetings. Also meeting protocols were presented as proof that all relevant inf ormation was presented to all interest ed part ies. 5. The social ser vice provider management establishes and documents an annual planning and review pr ocess. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The annual planning and the review process is documented in the Development Strat egy Document and also in Annual Plans. There is def ined how th e process is conducted. There is also proof of annual planning and reviewing documents (pr otocols) . 8  6. The plan includes:  annual outcomes / targets  the activit ies to be undertaken in achieving the annual targets  monitor ing of the perf ormance of the organisation in meet ing its annual targets  time-scales and procedures f or review and revision. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The annual planning is held in the document “Annual Action Plan (2013 , 2014...) “. The document included objectives, act ivities, measura ble results, dates. Monitor ing of the perf ormance`s is organised in regular f ield represent ative meetings (on a quarterly basis) and annual results are presented once a year to all the staff members, client s and partners. Documents (Strategy and Annual Plans) are approved by Board of the organizat ion. 7. The social ser vice provider demonstr ates organisation’s suc cess in satisf ying the needs and expectat ions of the societ y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program 9  Strengths Improvem ent & developments Maarja Küla considers collect ing f eedback f rom diff erent stakeholders important f or formation and development of services. Collecting f eedback f rom clients and staff is organised through regular meetings and once a year big annual planning and revision meeting (Development Sem inar) Satisf action Sur veys among staff , clients and co -partners are conducted once a year. There is proof of organisations success in satisf ying the needs and expectat ions of the societ y. Examples and success stories wer e presented. During inter views of stakeholders it was clearly stated t hat Maarja Küla has great success in satisf ying the needs and expectations of the societ y. 8. The social service provider demonstrates organisat ion’s social responsibilit y through activities contributing to the societ y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 10 There was clear proof of organisat ion` s success in contribution to the societ y. Local Societ y gets access to usef ul products and ser vices produced by the organisation clients (hand craf t ); they also organize diff erent trainings, events and organise f or example camps f or children. Maarja Küla has ver y acti ve voluntar y work net work - they usually have 4-5 volunteers per year. 9. The social ser vice provider has a staff recruitment and retention policy that promot es the selection of qualif ied personnel based on required knowledge, skills and competences. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Maarja Küla has documented their Staff Policy. The policy also consists of principles f or recruitment and descr ibes the process of recruitment. Staff are chosen based on their competences, skills, knowledge and previous work exper ience. Recruitment is based on equal opportunit ies an d non-discrim inat ion. 11  10. The social ser vice provider operat es in compliance wit h m andator y national legislation, providing appropriate working condit ions, adequate and agreed staff level and staff ratio, and appropr iate rewarding f or staff and volunteers. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments In Maarja Küla mandator y national legislat ions are f ollowed. Policy` s and documents are based on these laws. Staff members are recognised in many ways- spor ts possibilities (swimming, joga), staff engagement days and events, possibilit y to live in the village (f ree of charge), staff training days. Ever y year they r ecognise one of theri staff member (choosen by t he clients and staff ) . Workplace risk assessment system (ver y comprehensive ) is in place and reviewed per iodically. 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. 12 Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments There is an annual plan f or s taff Organisation should consider to training and development in the evaluate the eff ectiveness of organisat ion. diff erent t rainings also in wr itten (evaluat ion sheets). It helps to store Ever y year af ter staff super vision the inf ormation and share among the meetings manager compiles Training staff members who can not Plan f or the next per iod. participate in monthly training days. The result and eff ectiveness of the Maarja Küla võiks kaaluda võimalust trainings ar e measured through hinnata er inevate töötajate koolitust e special discussions. They organise sisu ja ef ektiivsust ka kirjalikult specia l training day ever y month f or (koolituse aruann e). See võimaldaks staff members to share their inf ot hiljem jagada ka nendele knowledge and ideas that they have töötajatele, kes ei saa koolituse got f rom their trainings. kolmapäevakutel osaleda. 12. The social ser vice provider applies requirements f or competence in the ident if ied roles and f unctions of staff and evaluat es them on annual basis. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 13 All the specialists in Maarja Küla Staff supervision meetings contain have job descr ipt ion that consist of also evaluation of the compet ence requirements and t asks f or working requirements f or staff but f rom the in that particular position. presented protocols it was too superf icial. Organisation should In Personnel Policy is wr itten that consider to evaluate competences of competences of staff are discussed staff more thoroughly and protocols and evaluated in regular basis. Once should also cont ain super visors a year staff supervision meet ings are evaluat ion and proposals. conducted. Soovitus on võtta kasutusele The perf ormance of staff members, põhjalikum töötaja kompetentside who are direct ly involved in the hindamise süsteem. Praegustest provision of services to the persons arenguvest luste protokollidest ser ved are also r eviewed through puudus täielikult juhipoolne hinnang regular staff meetings. töötaja kompetentsidele ning arenguvajadustele. During the inter views was validated that staff is f amiliar wit h the requirements f or competences and also with the evaluat ion pr ocess. 13. The social ser vice provider recognises the staff as a resource f or f eedback on organisational perf ormance, ser vice development and staff development Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 14 Involvement of staff members in Maarja Küla should consider organisat ions planning and developing more systematic way to monitor ing process is regulat ed by summarise and analyse the f eedback the Personnel Policy and Annual in collective level which makes Plans. easier to measure the sat isf action over the years, keep track of the The management involves the staff developments and changes that are mostly by regular meet ings. made. Protocols of these meetings were presented. Soovitus on muut a põhjalikumaks tagasiside analüüsim ine, mis Staff Satisf action Survey is also a võimaldaks teha järeldusi ja võrrelda way to involve staff. This sur vey is rahulolu aastate lõikes ning conducted once a year. planeer ida muudatusi (arendusi). The plan f or training activit ies is based on f eedback f rom staff . During the inter views was validated, that staff is involved in ser vice development as well as planning their own development. 14. The social ser vice provider has mechanisms in place to enhance satisf action and mot ivat ion of staff Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 15 Organisation conducts once a year Staff Satisf action Survey where t he y evaluate staff satisf action in diff erent topics. Staff members are recognised in many ways- spor ts possibilities (swimming, joga), staff engagement days and events, possibilit y to live in the village (f ree of charge), staff training days, nice and health y working environment , great clients. Ever y year they recognise one of their staff member (choosen by t he clients and staff ) . 15. The social ser vice provider assures the rights of persons ser ved outlined in a Charter of Rights which is based on the EU Charter of Fundamental Rights , the European Convention f or the Protection of Human Rights and Fundamental Freedoms of the Council of Europe and other internat ional human rights convent ions, especially those elaborated under the United Nat ions. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 16 Maarja Küla has documented Charter of Rights and Responsibilit ies. Charter of Rights and Responsibilit ies is presented in the Inf o Stands of the building (f or ever ybody to see). Rights and duties are also part of Clients Contracts and are discussed bef ore they enter the services. Charter of Rights and Responsibilit ies r efers to relevant international and European regulations. During the inter views it was also validated that staff is aware of the charter of rights. 16. The social ser vice provider inf orms the person served about his/her rights and duties especially to equal treatment on g rounds of age, disabilit y, gender, race, religion or belief and sexual orientat ion bef ore receiving the ser vices. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 17 Maarja küla inf orms service users about their rights and duties during client meet ing s. The rights and duties f ocus at equal treatment on grounds of age, disabilit y, gender, race, religion and sexual orientation. This inf ormation is given during the f irst meeting bef ore they start to receive the ser vices and it is also included in t he Clie nts Ser vice Contract. Clients rights and duties are also presented in organisations Inf o stands. During the inter views with persons ser ved was validat ed that they are aware of their rights and dut ies. 17. The social ser vice provider has accessible complaint management system which registers f eedback on perf ormance f rom persons served, purchasers and other relevant stakeholders. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 18 There are bot h a documented f orm and a procedur e f or placing complaints that is descr ibed in “Complaints management Procedure”. This procedure allows to submit complaints in written via e-mail or place it in specia l letterbox in organisat ions ever y house . There is certain period f or dealing with complaints. Also detail pr ocedure who are responsible to solve certain complaints Clients are awar e also of the possibilit y to submit a com plaint to other instit utions ( governor, Social Secur it y Off ice,..). Stakeholders ar e aware of the right to submit a claim in case of a need but ser vice users mostly pr ef er solving problems thr ough discussion as they f ind the communicat ion wit h ser vice provider easier. 18. The social ser vice provider respects t he f undamental right to self - determination of the person ser ved. They f reely determine their polit ical status and f reely pursue their econom ic, social and cultural development. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 19 Right to self - determinat ion is regulated with Service Pr ovision Procedures, Charter of Rights and Responsibilit ies and Code of Ethics. Right to self -determinat ion is f irst discussed when client is entering the ser vic e.. Evaluat ion on self - determination is carrie d out through Individual Plans and meetings with clients . Protocols of the meetings wer e present ed. 19. The social ser vice provider f acilit ates the person served in choosing and having access to advocat es and/or supporting persons. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments To have access to advocates and/ or support ing persons are included as part of the individual planning process. The needs of support are detected in individual meetings wit h the person ser ved. During individual meetings they also evaluate how they f acilitate that persons ser ved get access to these support ing persons. 20  20. The social ser vice provider def ines and documents its policy on ethics that respects and assures the dignity of the persons ser ved, protects them f rom undue r isk and promotes social just ice Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Organisation has Policy of ethical behaviour (Code of Ethics) which is guideline on ethics in the organisat ion ser vice pr ovision. Protocols of meetings where this policy was presented and discussed with staff and volunteers wer e shown. Policy of ethical behaviour is also presented in o rganisations homepage. During the Interviews was validated that specialists ar e awar e of the Policy and they use these principles in their work with persons ser ved. 21. The social ser vice provider operates mechanisms which prevent the physical, mental and f inancial abuse of users. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 21 Organisation has document ed the policy and procedures to prevent physical, mental and f inancial abuse of persons ser ved. They evaluate the eff ectiveness of its policy to prevent physical, mental and f inancial abuse of persons ser ved t hrough meetings with st aff and clients. 22. The social ser vice provider provides ser vices in a saf e system of working within a saf e environment to ensure the physical securit y of persons ser ved, their f amilies and caretakers. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 22 There exists ver y proper and comprehensive syst em of ensuring the saf e environment f or staff and clients. There are Guidlines f or how to act in a crisis situat ion, also Health and Saf ety statement , Fire Saf ety Guide and Workplace Risk Assessment system. There is also heal ht and saf et y specialist in dut y whos responsibilit y is to ensure the saf e and healthy living and working environment. Staff members who work with clients are obligated to have regular health - control and this is monitored on regular basis. 23. The social ser vice provider def ines, documents, monitors and evaluates a set of principles, values and procedur es that gover n behaviour in ser vice deliver y containing aspects of conf identialit y, accuracy, privacy and integrit y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 23 Principles of ethical behaviour is guideline on ethics in the organisat ion ser vice pr ovision. These principles were introduced and discussed with staff members in meetings. Principles of ethical behaviour is also presented in organisat ions Inf o stands and homepage. During the Interviews was validated that specialists ar e awar e of the document and they use these principles in their work with persons ser ved. 24. The social ser vice provider def ines, documents, monitors and evaluates procedur es f or assuring conf identialit y of data regarding the persons ser ved and t he ser vice provided t o them. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 24 The procedures f or assuring conf ident ialit y regar ding the persons ser ved and the ser vic e pr ovided t o them are def ined and documented in their Procedures (Delicate dat a Procedure, Workplace Internal Procedures). During the inter views was validated that service users are well aware of their right f or conf identialit y of data. Policies are r eviewed wit h staff members and clients regularly. 25. The social ser vice provider def ines the roles and responsibilities, author ities and the interrelation of all personnel who manage, design, deliver, support and evaluate the ser vice provision to person served. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif icati on program from the auditor: Strengths Improvem ent & developments The roles and responsibilit ies of management are def ined in organisat ions f oundation document. Roles and responsibilit ies of specialists who com municate direct ly with clients are documented in job descr iptions and service provision manuals and introduced to clients in their f irst meeting with the specialist . 25  26. The social ser vice provider works in partnership with other organisat ions in the provision of services. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 26 Maarja Küla works in partnership with other organisations in provision of services. Pr inciples of partnership are wr itten in organisation`s Development Strateg y. Organisation has g ood partnership with Unemploym ent O ff ice, schools, local gover nment, employers and other organisations. Funding Agency- The Social Insurance Board, coo-operation is mostly with local department. They also have close partnership wit h Ministry of Social Aff airs in topic of diff erent projects to support the clients and develop ser vices. In partnership wit h Erihoolekandet eenuste Pakkujate Liit they work out and develop f unding models and cont ent of special welf are services. Added value of its partnership is evaluated by f eedback questionnaires and/or e- mails/meetings . Protocols of these meetings were presented. Interviews with partners gave certaint y that Maarja Küla evaluates partnership highly and contributes to it regular ly. In 2013 organisat ion was nom inated as best partner f or Unemployment Off ice and f rom Handycraf t Union as the best ha ndicraf t organisat ion. 27  27. The social ser vice provider works in partnership with persons ser ved, purchasers and other stakeholders in the development of ser vices. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Partnership with pers ons ser ved in the development of services is organized through clients -staff meetings (called village meetings) . Protocols of these meetings were presented. Partnership with f under (Social Insurance Board) in that topic is mainly organised w hile agreements are negotiated. They also have continuous partnership with Ministr y of Social Aff airs in topic of diff erent projects to develop the ir ser vices. Partnership wit h local Unemployment Off ice in the development of services is mainly organised through ever y - day work (client -staff meetings) . Involvement to needs assessment of persons ser ved is or ganised by client assessment meeting s. 28  28. The social ser vice provider includes persons ser ved as active participants in planning and have set up appraisal made up of on- going of an on-going structured dialogue process in the management of the service, including the def init ion of the needs, the definition of the ser vices, as well as of the evaluat ion of qualit y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The policy f or involving persons ser ved as active participants are document ed in Annual Plan, Ser vice Provision Pr ocedures . The main methods f or including the persons ser ved are based on the individual planning process - planning and evaluating. During the inter view with persons ser ved we could be conf irmed that they are involved in planning and evaluat ing ser vice deliver y. 29. The social ser vice provider instit utes an annual evaluation of participation of persons ser ved both on individual and/or group basis. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 29 There are carried out evaluations both an individual and in group basis. Clients f amily members/parent s f eedback (Satisf action) Sur vey is carried out to evaluate the level of satisf action with services and participation/involvement. To measure the pe rf ormance and qualit y of services, there are also special discussion m eetings f or staff and clients. 30. The social ser vice provider operates specif ic instruments f or users to improve their per sonal empowerment and personal situat ion and. that of their communit y Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 30 Ser vice Provision Procedures and staff trainings give f ramework f or empowerment of service users. Examples of tangible results on empowerment were presented through success stories , client inter views and project reports. Organisation involves clients as partners (assistants) to staff members in diff erent workshops (f or example craf tsman assistant). Clients receive agreed salar y f or this work (contract). 31. The social ser vice provider operates specif ic mechanisms f or establishing an empower ing environment. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 31 Principles of empowerment are regulated in Development Strateg y, Code of Ethics and Staff Policy. As empowerment in most cases is something ver y individual then specif ic measures ar e put in place to meet all the specif ic needs of service users. Usually thr ough individual planning and evaluat ion pr ocess. The most important way of empowering clients is to f ind f or each client appropriate ever yday work/activit y, so they can f eel needf ul and experience success. Staff members are trained to support the empowerment of service users. 32. The social ser vice provider selects programmes which are based on a needs assessment at the location which is most convenient f or the person ser ved, f amily and care takers Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication p rogram Strengths Improvem ent & developments 32 Needs of current service users ar e stated in Individual Plans. Needs of potent ial persons ser ved are identif ied through cooperat ion with f under, Open Day` s Events and based on analysis of each individual plan (cont inuit y needs of services). Maarja Küla off ers its ser vices in the village and also in Tartu apartment (supported living). 33. The social ser vice provider off ers programmes consistent with the identif ied needs of its customers and obj ectives f or the programme. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 33 Funder`s needs are discussed and agreed while making service agreements. Ever yday cooperation is organised mostly with Funders local department. Cooperation with Funders head off ice is most ly with e - mails. Reaching the object ives and meeting the needs of the persons ser ved is conducted with clients individual plans. They evaluat e the qualit y of partnership with client s (representat ives, family), partner s and staff ever y year. Monthly meet ings Protocols (f ield represenative meetings) and Annual Plan report s ref lect the results and benef its of co -operat ion wit h diff erent stakeholder s. 34. The social ser vice provider operates individual processes that are driven by the needs of the person ser ved. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 34 Needs of persons ser ved ar e discussed and ag reed f rom the moment clients ar e enter ing the ser vice. Ser vice users have Individual Plans (act ion plans and evaluat ions), ser vice contracts . These plans contain client´s specif ic goals (desir ed situat ions, overall goals, specif ic measur able object ives, methods). Clients sign their individual plan/ser vice contract s . 35. The social ser vice provider documents the planning of services based on the identif ication of individual needs and expect ations of persons ser ved in an Individual Plan. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments All ser vice users have an Individual Plan. Individual plans cont ain the desired sit uation of the persons ser ved, goals, measurable objectives, inter vent ions. Each Individual Plan is agreed by the person ser ved or his/her guardian. 36. The social ser vice provider identif ies, documents, and maintains the key ser vice deliver y pr ocesses to the persons ser ved in line wit h its vision, mission statement and quality policy. 35 Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The key ser vice deliver y pr ocesses are identif ied and wr itten in Annual Plan and more specif ic process descr iptions in Service Provision Procedures. Processes are reviewed (internal audits) on regular basis. External audits are organised by Social Insurance Board (the f under). Integration of mission and qualit y polic y into the ser vice deliver y is evident and staff members are w ell aware of the qualit y principles. 37. The social ser vice provider reviews this deliver y pr ocess and maintains control over the deliver y of the service. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 36 Maarja küla monitors the perf ormance of the key ser vice deliver y processes through internal audits (regular ly). Meet ing protocols were this topic was discussed were presented. Reports wer e made available f or auditor. 38. The social ser vice provider ens ur es that the person served can taccess a cont inuum of services that span f rom early inter vention to support and respond to changing requirements over time. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS As surance certif ication program Strengths Improvem ent & developments Evaluat ion of continuing ser vice deliver y is carr ied out by revision of individual plans. Then also continuit y of services is discussed. Maarja Küla has valid licences and contracts and supporters net work , which ensures cont inuing ser vice to their clients. As they are commited to development they also f ind diff erent f oreign f unds (wr it e projects) f or f inancing. 39. The social ser vice provider develops a seam less continuum of ser vices and reduces barr iers in a m ult i -disciplinar y or multi -agency setting. 37 Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments For Maarja Küla identif ying and f inding barriers is a way to monit or the seamless continuum of services. Barriers are reported in annual reports and SW OT analysis is one part of their Development Strategy. As demand f or their services at the current moment is bigger than they can off er, Maarja Küla is making eff ort to f ind the ways to expand their opportunit ies. Maarja Küla off ers services by diff erent Specialist s ensuring that multidisciplinar y approach could be applied. In case of a need there is always opportunity t o cooperate wit h local schools, municipalit y and unemployment off ice to make it possible f or the clients to get all the ser vices they need . 40. The social ser vice provider operates ser vices f rom a holist ic approach based on the needs and expectations of the person ser ved with the aim of improving the qualit y of lif e f or the person ser ved. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 38 Qualit y of Lif e and measures of Clients Individual Plans cont ain enhancing Qualit y of Lif e of service several object ives and activit ies to users are integrat ed into person strengthen qualit y of lif e. centred planning. Individual plans Development proposal is to measure activities are measured monthly and the eff ectiveness of each act ivit y as at the end of the year to make proper ly as it was planned. necessar y changes. Organisation should consid er to Individual plans are monitored, implement some developed results assessed and reported. methodolog y to plan and measure the qualit y of lif e. Praegusel hetkel klientide individuaalsed tegevusplaanid sisaldavad väga kenasti ja põhjalikult eesmärke ja planeer itavaid sekkumisi (tegevusi) sh elukvaliteedi tõst mist. Mõõtm ise pool on jäänud aga märgatavalt nõrgemaks ja pealiskaudsemaks. Audiitori soovitus on mõõta tegevusi (sekkumisi) ja sealt t ulenevalt eesmärkide saavutamisi planeer itud eesmärkide ja tegevuste/sekkumiste järgi. Võimalusel võiks kaaluda mõne juba väljatöötatud elukvalit eedi mõõtmise metoodika rakendamist. 41. The social ser vice provider ident if ies the needed compete nces, skills and support f or staff to enhance the quality of lif e f or person ser ved. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program 39  Strengths Improvem ent & developments Skills and competencies of staff to Measuring the skills and enhance qualit y of lif e of persons competences of staff in Staff ser ved are documented in job Super vision meetings (Development descr iptions. Competences of staff Discussions) at the current moment are discussed in r egular (once a is superf icial. Pr otocols should also year) staff super vision meetings. include managers evaluat ion of current situation and planned Training system gives an opportunit y activities/changes if necessar y. to be mor e skilled and have higher competences in order to be able to Maarja Küla should also per iodically support and empower service users. review staff job descriptions and make relevant changes if nece ssar y. As staff descriptions contain all the necessar y skills and competences to work in specif ic position. Arenguvest lustel küll ar utatakse töötaja kompetentse, kuid nende hindamise pool on pealiskaudne. Protokollid peaksid sisaldama ka juhi hinnangut ja vajadusel planeer itavaid tegevusi/muudatusi. Kuna töötajate ametijuhendid sisaldavad kõiki vajalikke teadmisi ja oskusi töötamaks kindlal amet ikohal, siis audiitor i soovitus on üle vaadat a ja vajadusel uuendada ametijuhendid vähemalt kord aastas. Arenguvest luste kaudu oleks seda väga hea teha. 42. The social ser vice provider identif ies its business results and provides f ormal periodic and independent review and pr ocedures to achieve the targeted results. 40 Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Maarja Küla has Annual Plan where they set the years objectives and activities and Developm ent Strateg y f or longer period (6 year per iod) . They measure their perf ormances against business objectives once a year and compile special report. This report is made available f or all stakeholders- discussed in staff and clients meetings and is also available in webpage. External audits are carried out t o measure the perf o rmance and result s (by Funders, Labour Inspectorate, Environmental Inspectorate, Veterinar y and Food Board) . 43. The social ser vice provider identif ies and registers the outcomes and benef its f or per son ser ved of the receive ser vices on individual and collect ive basis. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 41 W ithin individual planning process Clients Individual Plans cont ain each individual’s outcomes and several object ives and activit ies to benef its are measur ed. strengthen qualit y of lif e. Development proposal is to measure The achieved result s and benef its of the eff ectiveness of each act ivit y as the received ser vices on collective basis are also measured proper ly as it was planned. (satisf action sur veys, year ly Outcomes and benef its in collective statistical reports) and documented . level could also be described/shown in annual reports Praegusel hetkel klient ide individuaalsed tegevusplaanid sisaldavad väga kenasti ja põhjalikult eesmärke ja planeer itavaid sekkumisi (tegevusi). Mõõtm ise pool on jäänud aga märgatavalt nõrgemaks ja pealiskaudsemaks. Audiitori soovitus on mõõta tegevusi (sekkumisi) ja sealt tulenevalt eesmärkide saavutam isi planeer itud eesmärkide ja tegevuste/sekkumiste järgi. Tulemused ja kasutegurid kollektiivsel tasandil võiksid olla kajastatud ka aastastes aruannetes. 44. The social ser vice provider evaluates its business results in or der to determine best value f or purchasers and f unders ( ‘best value’ can also be expressed in relation to the increased qualit y of lif e off ered to the person being served). Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 42 Ser vice agreement with the f under is discussed and evaluated annually. Unemployment Off ice stated that Maarja Küla`s specialists have educat ed and increased their specialists competences in relat ion to service provision to clients with intellectual disa bilit y. Clients Individual plans with objectives and benef its are regularly evaluated which ensures that added value of the services f or quality of lif e is monitored. 45. The social ser vice provider evaluates the individual and collect ive satisf action of persons ser ved and other stakeholders by internal and/or exter nal evaluation. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 43 To collect f eedback and measure the Maarja Küla should consider satisf action of persons ser ved, developing more systematic way to f unding bodies and co -partners is summarise and analyse the f eedback one part of annual plans targets. of diff erent stakeholders in collective level which makes easier to measure Satisf action of per sons ser ved is the sat isf action over the years and carried out once a year (through also keep track of the development s parents/supporters) . There are and changes that ar e made. spec ial f eedback f orms organised f or that matter. Soovitus on muut a põhjalikumaks tagasiside kokkuvõtmine ja Clients can give f eedback relat ion to analüüsim ine, mis võimaldaks teha satsif action ever y week in village järeldusi ja võrrelda rahulolu aast ate meetings or in pr ivate meetings with lõikes ning planeerida muudatusi specialists. (arendusi). Satisf action Sur vey of external partners (f unders, co -partners) is carried out once a year. 46. The social service provider provides accessible and easily understandable records on outcome, including personal perception and achievements Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 44 All the relevant reports - annual plan reports, statistical documents, satisf action sur vey`s are available in organisat ions webpage and on site . The content of these documents ar e discussed in regular client and staff meetings. The documents m entioned above contain also personal percept ions and achievements. 47. The social service pr ovider act ively disseminates organisat ion perf ormance among its staff , service users and external st akeholders. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Annual reports wit h annual results, achievements and personal percept ions is pr ovided to diff erent stakeholders. Results are discussed in meetings with staff and individual achievements and percept ions of ser vice users are discussed on individual bases. Results in collecti ve level ar e discussed in special clients and staff meetings. All relevant protoc ols of mentioned meetings were presented and inter views conf irmed their occurrence. 45  48. The social ser vice provider has a st andard procedur e f or continuous improvement on the basis of an improvement cycle. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Cont inuous improvement process is document ed in Annual Plan. Organisation compiles action plan f or one year (Based on Development Strategy), perf ormance indicator s are measured at the end of the year. There exists a PDCA cycle in annual planning and it`s reviewing process. Qualit y improvement projects were document ed. 49 The social ser vice provider identif ies perf ormance indicators f or measuring the result s of the improvement actions. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 46 Maarja Küla has perf ormance Maarja Küla should consider writ e indicators f or measuring the result s down the object ives/indicators and of their improvement projects. measure the results of all their Improvem ent projects objectives ar e improvement proj ects in more def ined and results measured. systematic way- f or example duri ng annual planning and revision Some improvement projects are process. discussed dur ing the yearly revision meetings and also documented. Ettepanek on Maarja Külale panna kirja parendusprojektide eesmärgid/ indikaator id ja mõõta tulemusi süsteemsemalt. Praegusel hetkel oli käimas küll mitmeid projekte, kuid aastases tegevusplaanis need kõik ei kajastunud. 50. The ser vice pr ovider introduces and manages innovative ways of working that have been ident if ied based on the needs of stakeholders. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 47 Maarja Küla manages innovative ways of working that have been identif ied based on the needs of stakeholders. For example they launch several pr ojects f inanced f rom f oreign f unds to develop their ser vices and f ind ways to use innovat ion in their work wit h clients. One example f or innovative approach f or them is to suppor t their clients so that they can became assistants f or staff members (in workshops, f or example craf tsman assistant). They also develop their products (handcraf t), to sell f or companys, in local shops and web -shop. For staff and volunteers t hey launched special Mentor Program to support their staff and volunt eers in ever yday work and lif e. Innovat ion projects are recorded and also introduced to ext ernal stakeholders (homepage). 48  4. Agreed additional development / improvement s Target Acti vities Date Methods of a. Development of Methodolog y ; 01.11.2014 augmentative and b. Introduction of Methodology to 31.12.2014 alternative staff and clients; communication c. Staff trainings ; 01.04.2015 are synchr onized d. Launching the Methodology ; 01.05.2015 over the ser vices e. Aanalysis and evaluation . 31.12.2015 Launch temporar y a. Ident yf ying the need f or the 31.12.2014 care ser vice ser vice; b. Identif ying the possibilit ies in 01.04.2015 the village now and in the f uture; c. Planning, exper iment ing/testing and 31.10.2015 analysing dif f erent opitons of the ser vice; d. Launching the ser vice . 1.01.2016 Clients in the a. Discussing the idea with 31.01.2015 f amily houses are relevant stakeholder s; spreaded b. Preparat ion of Action Plan; 01.03.2015 proport ionally c. Analysing Clients Individual 01.09.2015 Plans, involving staff, analysing action plan and making changes ; d. Inf orming clients, pr eparator y 01.02.2016 work with clients; e. Implementat ion. 30.11.2016 49 Eesmärk Tegevused Tähtaeg Alternatiivkommun f . Metoodika väljatööt amine; 01.11.2014 i-katsiooni g. Metoodika tut vustus küla meetodid on 31.12.2014 elanikele ja tööpere liikmetele; ühtlustatud teenusteüleselt. h. Metoodika-alane koolit us tööpere liikmetele; 01.04.2015 i. Ühtlustatud metoodika kasutuselevõtmine 01.05.2015 teenusteüleselt j. Teenuse käivitamise analüüs ja hinnangu andmine 31.12.2015 Ajutise hoolduse e. vaj aduse väljaselgitamine 31.12.2014 teenuse teenuse järele; pakkumine on f . võimalust e kaardistamine käivitunud. 01.04.2015 külas hetkel ja tulevikuperspektiivis; g. erinevate teenuse variant ide 31.10.2015 väljatöötamine ja katsetamine, nende analüüsimine ja hindamine; h. ajutise hooldise teenuse 01.01.2016 pakkumise käivitam ine Majade f . Majade elanike 31.01.2015 elanikk ond on proportsionaalse jaotamise jaotunud idee pidev ar utelu, otsuse proportsionaalselt . vorm istamine; g. Tegevuskava koostamine 01.03.2015 h. Elanike tegevusplaanide 01.09.2015 ülevaatam ine, töötaj ate pidev inf ormeerimine tegevusplaani osas, idee analüüsim ine, vaj alik e muudatuste tegemine tegevusplaani; 50 i. Elanike inf ormeerimine 01.02.2016 muudatustest, eeltöö elanikega j. Majade koosseisu jaotamine proportsionaalselt 30.11.2016 51  5. Closing remarks Maarja Village was f ounded in 2001 in south Estonia, Põlvam aa to off er home, diff erent act ivities and work for young people with intellectual disabilit y. Maarja Village is s urrounded by f orest, near Ahja r iver and Kiidjär ve lake. The village has 5 dif f erent f amily houses, a workshop building and a vegetable and f ruit garden. Today Maarja village of f ers a home, work and dif f erent activit ies t o 36 young people with t he support of assistants and teachers living and working together wit h them. Besides living in communit y ser vice, they also off er rehabilit ation ser vices, supported employment service, supported living service and t went y -f our hours special care service. In cooperation with Räpina School of Holticulutre they can off er also educat ion f or their clients. In addition to gover nment f inancing Maarja Village has created supporters net work to maintain their sustainabilit y . Maarja Village has used many f oreign f unds to develop their ser vices and f ind innovat ive ways to promote clients qualit y of life. There are also two shops , in Tartu and in Põlva and web-shop, where they sell clients work (handcraf t, ceramics, woodwork). They have also 4 -5 volunteers all over the wor ld living and working with them ever y year. Ever y year they organise dif f erent events to involve their clients , local residents, volunt eers , supporters and organisations to var ious activities . Due to organisat ions multiple se vices t hey are able to wor k with mot ivated staff and be sustainable in Estonian changeable and uncertain f inancing system. They have been able to maintain neccessar y jobs even in t he t ime of crisis with help of parents(supporters), f oreign f unds , innovative ser vices and supproters. 52 Organisation adm its that keeping and also f inding necessary and mot ivated staff as well as f inding recources to ensure adequate development of the Village is their pr ior ity and concern. The scope of audit was living in community ser vice, rehabilit ation s er vices, supported employment service, supported living service and t went y -f our hours special care service. Audit lasted 2 day s. As the r ef er ences in the applicat ion f orm w ere in many cases inadequate t hen there was litt le diff icult ies to f ind the right proof (document) f or the certain indicator . But as the staf f members wer e ver y helpf ul then with some help and t ime the right proof was always f ound. All the inter views took place in time. Interviews wit h st aff gave great conf ident of commitment and moti vation towards their work. Interviews wit h partners gave over view organisations great contribution and commitment towards cooperat ion. Meet ing with client s showed satisf action with ser vices, people and environment. Atmosphere in the organisat ion was ver y n ice and f riendly. The criter ia f or development and improvem ent f rom the auditors point of view, based on 2 -days audit are the f ollowing: Criter ia 3: Maarja Küla should consider developing more systematic way to summarise and analyse the f eedback of diff ere nt stakeholders in collective level which makes easier to measure the satisf action over the years and also keep track of the developments and changes that are made. Criter ia 11: Organisation should consider to evaluate t he eff ectiveness of diff erent trainings also in written (evaluation sheets). It helps to store the inf ormation and share among the staff members who can not participate in monthly training days. Criter ia 12: St aff super vision meetings contain also evaluat ion of the competence requirements f or staff but from the presented protocols it was too superf icial. Organisat ion should consider to evaluate competences of staff more thoroughly and protocols should also cont ain super visor s evaluat ion and proposals. 53 Criter ia 13: Maarja Küla should consid er developing more systemat ic way to summarise and analyse the f eedback in collect ive level which makes easier to measure the satisf action over the years, keep track of the developments and changes that ar e made. Criteria 40: Clients Individual Plans contain several object ives and activit ies to strengthen qualit y of lif e. Development pr oposal is to measur e the eff ectiveness of each activit y as pr oper ly as it was planned. Organisation should consider to implement some developed methodolog y to plan and measure the qualit y of lif e. Criter ia 41: Measuring the skills and competences of staff in Staff Super vision meet ings (Development Discussions) at the cur rent moment is superf icial. Protocols should also include managers evaluation of current situat ion and planned activities/changes if necessar y. Maarja Küla should also periodically review staff job descriptions and make relevant changes if necessar y. As staff descript ions contain all the necessar y skills and competences to work i n specif ic posit ion. Criteria 43: Clients Individual Plans contain several object ives and activit ies to strengthen qualit y of lif e. Development pr oposal is to measur e the eff ectiveness of each activit y as pr oper ly as it was planned. Outcomes and benef its in collective level could also be descr ibed/shown in annual reports Criter ia 45: Maarja Küla should consider developing more systemat ic way to summarise and analyse the f eedback of diff erent stakeholders in collective level which makes easier to measure t he satisf action over the years and also keep track of the developments and changes that are made. Criter ia 49: Maarja Küla should consider wr ite down the objectives/ indicat ors and measure the results of all their improvem ent projects in m ore systematic way- f or example dur ing annual planning and revision pr ocess. . . 54 Maarja Küla in t he scope of this audit f ully meet the criter ia of EQUASS Assurance. Evidence given and int er views carried out were suff icient to prove the compliance to EQUASS pr inciples. Arendusett epanekud, mis põhinevad 2 - päevasel auditil on järgmised: Kriteer ium 3: Audiit ori soovitus on muuta põhjalikumaks tagasiside kokkuvõtmine ja analüüsimine, mis võimaldaks teha järeldusi ja võrr elda rahulolu aast ate lõikes ning planeerida muudatu si (arendusi). Kriteer ium 11: Maarja Küla võiks kaaluda võimalust hinnata er inevate töötajate koolit uste sisu ja ef ektiivsust ka kirjalikult (koolituse aruanne). See võimaldaks inf ot hilj em jagada ka nendele töötajatele, kes ei saa koolituse kolmapäevakutel osaleda. Kriteer ium 12: Audiitori soovitus on võtta kasutusele põhjalikum töötaja kompetentside hindamise süst eem . Praegustest arenguvest luste protokollidest puudus täielikult juhipoolne hinnang töötaja kompetentsidele ning arenguvajadust ele Kriteer ium 13: Audiitori soovitus on muuta põhjalikumaks tagasiside analüüsim ine, mis võimaldaks teha järeldusi ja võrrelda r ahulolu aastate lõikes ning planeerida muudat usi (ar endusi). Kriteer ium 40: Praegusel hetkel klientide individuaalsed tegevusplaanid sisaldava d väga kenasti ja põhjalikult eesmärke ja planeer itavaid sekkumisi (tegevusi) sh elukvaliteedi tõstmist . Mõõtm ise pool on jäänud aga märgatavalt nõrgemaks ja pealiskaudsemaks. Audiitori soovitus on mõõta tegevusi (sekkumisi) ja sealt tulenevalt eesmärkide saavutamisi planeer itud eesmärkide ja tegevuste/sekkumiste järgi. Võimalusel võiks kaaluda mõne juba väljatöötatud elukvalit eedi mõõtmise metoodika rakendamist Kriteer ium 41: Arenguvest lustel küll ar utatakse töötaja kompetentse, kuid nende hindam ise pool o n pealiskaudne. Protokollid peaksid sisaldama ka juhi hinnangut ja vajadusel planeer itavaid tegevusi/muudatusi. 55 Kuna töötajate amet ijuhendid sisaldavad kõiki vajalikke teadmisi ja oskusi töötamaks kindlal ametikohal, siis audiit ori soovitus on üle vaadata ja vaj adusel uuendada ametijuhendid vähemalt kord aastas. Ar enguvestluste kaudu oleks seda väga hea teha. Kriteer ium 43: Praegusel hetkel klientide individuaalsed tegevusplaanid sisaldavad väga kenasti ja põhjalikult eesmärke ja planeer itavaid sekkumisi (tegevusi). Mõõtmise pool on jäänud aga märgatavalt nõrgemaks ja pealiskaudsemaks. Audiitori soovitus on mõõta tegevusi (se kkumisi) ja sealt tulenevalt eesmärkide saavutam isi planeeritud eesmärkide ja tegevust e/sekkumiste järgi. Tulemused ja kasutegurid kollektiivsel tasandil võiksid olla kajastatud ka aastastes aruannetes . Kriteer ium 45: Soovitus on muuta põhjalikumaks tagas iside kokkuvõtmine ja analüüsim ine, mis võimaldaks teha järeldusi ja võrrelda rahulolu aastate lõikes ning planeerida muudat usi (ar endusi). Kriteer ium 49: Ettepanek on Maarja Külale panna kirja parendusprojektide eesmärgid/ indikaator id ja mõõta tulemusi süsteemsemalt. Pr aegusel hetkel oli käimas küll mitm eid projekte, kuid aastases t egevusplaanis need kõik ei kajastunud. Auditi vaatluse all olnud teenuste osas vastab Maarja Küla täielikult Equass Assurance kriteeriumitele, vaadeldud dokumendid ja int ervju ud andsid kinnitust vastavusest Equass Assur ance põhimõtet ele. Tallinn 4.09.2014 Epp Sillaste 56 Maarika Aro Saatja: Keiu Talve Saatmisaeg: 8. september 2014. a. 11:42 Adressaat: Maarika Aro Teema: FW: Audit report no EST2014-003 Manused: Koopia failist EQUASS taotlusvorm maarja küla.xlsx; Additional Information Form.doc; annex 1.png; Asutuse külastuse ettevalmistuse vorm- MK.docx; EQ- ASS_AUD_Audit Report-Maarja Küla.docx Palun riputa DORAsse välja läinud kirjana. Equassi kausta. K. From: Keiu Talve Sent: Monday, September 08, 2014 11:41 AM To: Guus van Beek ([email protected]); Marie Dubost ([email protected]) Subject: Audit report no EST2014-003 Dear Marie, Dear Guus, Please find attached audit documents of SA Maarja küla. Best regards, Keiu EQUASS Eesti Astangu KRK Tel: +372 5682 9104 www.equass.ee www.astangu.ee 1