Kiri Tallinna Lastekodu auditi kohta Brüsselisse

EQUASS ASSURANCE ASUTUSE KÜLASTUSE ETTEVALMISTAMISE VORM Asutuse külastus: 3.-4.12.2013 Tallinna Lastekodu Mariliis Männik-Sepp © 2012 by European Quality for Social Services (EQUASS)Tõrge! Järjehoidja nime pole antud. Kõik õigused kaitstud. Antud dokumendi elemente ei tohi paljundada, kopeerida ega muul elektroonilisel moel salvestada ilma EQUASS kirjaliku loata.  Asutuse külastuse ettevalmistamise küsimused EQUASS Assurance taotlusvormile ja antud lisainformatsioonile põhinedes palume teil ettevalmistuseks vastata järgnevatele selgitust nõudvatele küsimustele: Üldised teemad (max. 10 küsimust) 1. Mida olete teinud teenuste kvaliteedi tagamiseks ja tõstmiseks oma asutuses? 2. Kuidas olete taganud asutuse personali pädevuse ja arendamise? 3. Kuidas on korraldatud teenuse saajate õiguste kaitsmin e? 4. Millised on asutuse eetilised põhimõtted? 5. Kellega ja millist koostööd teete ning millist lisaväärtust seeläbi on saavutatud? 6. Kuidas saavad teenuse saajad osaleda teenuste arendamisel ? 7. Kuidas selgitatakse välja teenuse saajate vajadused ja kuidas neid arvestatakse asutuse tegevuste täiustamisel? 8. Kirjeldage asutuse teenuste osutamise protsessi ja holistilist lähenemist teenuse kasutajale? 9. Kirjeldage kestva arengu tsükli rakendamist oma asutuses. 10. Tooge näiteid innovaatilistest lahendustest oma asutuses. Version 1.0 2  1. Kvaliteedi põhimõtetele ja EQ U ASS Assurance kriteeriumitele vastavuse küsimused/ teemad: Teenusesaajad Huvigrupid Personal Juhataja Juht im in e 1. Kas olete teadlikud asutuse missioonist, visioonist ja x väärtushinnangute st? Palun sõnastage. 2. Milliseid on asutuse x x kvaliteedipõhimõtted? 3. Kuidas on Teil võimalik anda tagasisidet pakutavate teenuste x x kohta? 4. Kirjeldage, milliseid asutuse teenuseid teate ning kuidas olete x x nendest teada saanud? 5. Milliseid kogukonnale suunatud tegevusi olete teinu d ja kuidas annate lisandväärtust x kogukonnapõhistesse tegevustesse? 6. Milliseid ühiskonna vajadustele vastavaid mõõdetavaid tulemusi x olete kogukonnapõhiste tegevuste kaudu saavutanud? P er so na l 1. Kuidas jälgitakse teenuse pakkumisega otseselt tegelevate x x töötajate tegevust (perioodiliselt)? Version 1.0 3  2. Kuidas kaasatakse personali teenuste planeerimisse, x x arendamisse ja hindamisse? 3. Kuidas on tagatud personalipoliitika kooskõla x tööseadusandlusega? 4. Kuidas hinnatakse juhtkonna, personali ja vabatahtlike x x töötingimusi? 5. Kuidas toimub töötajate x x tunnustamine? Õ igu se d 1A. Selgitage, kuidas Teid on informeeritud ja kuidas tunnete „klientide õigus ja kohustusi“, tuues mõned näited? x x 1B. Kas olete teadlik (Teid on informeeritud) oma õigustest ja kohustustest teenuse saajana ning olete andud vastava kinnitava allkirja? 2A. Kuidas on korraldatud ettepanekute ja kaebuste menetlemise kord ning tagatud selle asjakohasus ja läbipaistvus ? x x 2B. Kuidas teenuse saajad saate esitada ettepanekuid või kaebusi? 3A. Kuidas aitab teenuse osutaja kaasa patsientide enesemääratlemisele ja kuidas seda x x iga-aastaselt hinnatakse ? 3B. Kuidas teenuse osutaja aitab Version 1.0 4  kaasa teie enesemääratlemisele ? 4. Kuidas informeeritakse teenuse saajat õigusest saada eestkostjat või x x tugiisikut ja kuidas seda iga -aastaselt hinnatakse? 5. Kas teid on koheldud austusega? x E et i k a 1. Kuidas Teid on informeeritud eetikakoodeksist ja kuidas tunnete x vastavaid põhimõtteid (tooge näiteid)? 2. Kui sageli vaadatakse üle ja analüüsitakse (koos personaliga) konfidentsiaalsusega seotud x x nõuded ning milliseid muudatusi viimati tehti? 3. Kui hästi tunnete teenuste osutamise põhimõtteid ning x väärtushinnanguid (too ge näiteid)? 4. Kuidas pääsete ligi oma isiklikele x andmetele? (klienditoimik) 5. Kus on kirjeldatud ja k as teate oma x rolli ja vastutusulatust? Koo st öö 1. Kellega ja millist koostööd tehakse (selgitage näidete varal, sh x x sotsiaalvaldkonna partneri d, rahastajad, teenuse kasutajad)? 2. Kuidas kaasatakse teenuste x x x arendamisse teenuse saajaid (nende esindajaid), teenuse ostjaid ja hankijaid? 3. Kuidas kaasatakse (nende) x x Version 1.0 5  vajaduste väljaselgitamise protsessi huvigruppe? 4. Kuidas analüüsite ja hindate x x koostööst tulenevat lisandväärtust? 5. Kuidas olete rahul koostööga? x x O s alu s 1. Kuidas osalevad kliendid vajaduste x x x väljaselgitamisel, teenuste planeerimisel ja analüüsimisel? 2. Kas ja kuidas on personali x x x koolitatud teenuse saaja te jõustamise teemal ning kuidas see toimu igapäevases elus? 3. Kuidas aitab teenuse osutaja x kaasa teenuse saajate jõustamisele ja milliseid mõõdetavaid tulemusi on saavutatud? 4. Kas ja kuidas on teenuse saajate x x x osalemiseks vajalikud meetmed, tegevused ja kord kooskõlastatud teenuse saajatega või nende esindajatega? 5. Kui sageli vaadatakse üle teenuse x x saajate või nende esindajate osalemisega seotud meetmed ning millised on olnud viimased muudatused? Is ik uk e sk su s 1. Kuidas on kindlaks t ehtud x x rahastajate vajadused ning teiste oluliste organisatsioonide huvigruppide vajadused ja kuidas Version 1.0 6  nendega arvestatakse? 2. Kuidas olete rahul teenusepakkuja x asukohaga? 3A. Kuidas on tagatud, et teenuse x x osutaja pakub oma teenuseid vastavalt teenuse saaja vajadustele? 3B. Kas individuaalne tegevusplaan vastab Teie vajadustele ja ootustele? 4. Kuidas vaadatakse asutuse poolt x pakutavaid teenuseid üle, arvestades samas teenuse saajate oodatava te tulemustega? 5. Kas individuaalne tege vusplaan on x x kooskõlastatud ja seda on korrigeeritud vastavalt teenuse saaja tagasisidele? Lai ah a ar de li su s 1. Kuidas asutus tagab, et personalil x x on ühtne arusaam peamistest teenuse osutamise protsessidest ja enda vastutusest nendes? 2. Kuidas asutu s hindab teenuse x osutamise protsessi, et tagada teenuse saajate vajadustele ja huvidele vastavalt sujuvust üleminekul? 3. Kuidas asutus kasutab x x multidistsiplinaarset lähenemist kliendile individuaalse tegevusplaani koostamisel ja rakendamisel? 4. Kuidas asutus tagab, et teenuse x x saaja elukvaliteet on Version 1.0 7  individuaalselt määratletud teenuse saaja või tema perekonna poolt? 5. Kas ja kuidas teenuse jätkuvust x x hinnatakse iga -aastaselt? 6. Kuidas on tagatud teenuste ja x x programmide osutamisel üleminekute sujuvus? T ulemu st el e 1. Kuidas võrreldakse kliendi x ori en t e e rit u s individuaalse tegevusplaani tulemusi osutatud teenuste tulemustega ehk kuidas iga individuaalne plaan panustab üldisesse teenuse tulemuslikkusesse? 2. Kuidas mõõdetakse teenuse x x hankijate / tellijate ja rahastajate rahulolu? 3. Kuidas on tagatud asutuse x tegevuse kooskõla seadusandlusega? 4. Kellele ja millist ülevaadet antakse x x asutuse tegevusest ning kas see on sihtrühmadele arusaadavas keeles? 5. Kuidas kogutakse hu vigruppidelt x x tagasisidet aastaaruandes kajastatud tulemuste kohta? Pi dev a r eng 1. Kirjeldage PDCA tsükli toimimist x x oma asutuses? 2. Kuidas ollakse kursis huvigruppide x uute ja muutuvate vajadustega? Version 1.0 8  Tooge näiteid huvigruppide esilekerkinud vajadust est 3. Tooge näiteid innovaatilistest x x töömeetoditest? 4. Tooge näiteid x innovatsiooniprojektidest? 5. Millised olid viimase kvaliteedi x parendamise projekti tulemused? 2. Nõutav dokumentatsioon EQUASS Assurance taotlusesse märgitud infole ja lisadele põhinedes palume vaatluseks ette valmistada järgnev dokumentatsioon: 1. Kvaliteedipoliiti ka 2. Teenuse kirjeldus 3. Põhiprotsesside analüüs 4. Aastaplaani koostamise ja analüüsimise protsessi kirjeldus 5. 2013 aastaplaan 6. Riskianalüüs 7. Personalipoliitika 8. Eetikapoliiti ka 9. Kliendi arengu- ja tegevuskava 10. Kodukord 11. Protokollide kaust 12. Kliendi õigused ja kohustused 13. Seminari kaust 14. Meetmed riskide maandamiseks 15. Konfidentsiaalsuspoliitika Version 1.0 9  3. Personali, teenuse saajate ja teiste oluliste huvi gruppide intervjueerimine EQUASS Assurance taotluses antud vastustele ja tõenditele põhinedes palume korraldada intervjuud järgmiste inimestega (funktsioon ja kestvus): Juhtkond Kestvus Juhataja 1 x 45 minutit Personal Kestvus Erinevate üksuste personal 3 x 30 minutit Teenuse saajad Kestvus Erinevate üksuste teenuse saajad 3 x 30 minutit Teised huvigrupid Kestvus Koostööpartner 45 minutit Rahastaja 45 minutit 4. Asutuse kül astuse ajakava 03.12.2013 Päev 1 Aeg Tegevus (lühike kirjeldus) 08.30-12.30 Avakoosol ek, dokumentatsi ooni ülevaatus – Vana- Pärnu mnt 9a (administrats ioon); Nõmme keskuse kül astus (asenduskoduteenus lastele/noortele vanuses 5 -20), inter vjuud üksuse juhi , Version 1.0 10  personali ja teenusesaajatega 12.30-13.00 Dokumentatsiooni ülevaatus, vormide täit mine 13.00-14.00 Lõunapaus ja transport Maarjamäe keskusesse – Kase 64 14.00-16.00 Maarjamäe keskuses külastus (asenduskoduteenus lastele/noortele vanuses 2 -20), inter vjuud üksuse juhi, personali ja teenusesaajatega – Kase 64 , Tallinn 16.00-16.30 Dokumentatsiooni ülevaatus , vormide täit mine 04.12.2013 Päev 2 Aeg Tegevus (lühike kirjeldus) 9.00-11. 00 Hooldekodu tee maja külastus (asenduskoduteenus erinevas vanuses lastele ja noortele , inter vjuud üksuse juhi, personali ja teenusesaajatega – Hooldekodu tee 5 , Tallinn 11.00-12.00 Dokumentatsiooni ülevaatus, vormide täit mine 12.00-13.00 Lõunapaus ja transport Nõmme keskusesse - Vana-Pärnu mnt 9a (administrats ioon) 13.00-13.45 Intervjuud huvigruppi de esindajatega (partnerid ja rahastajad) # 1 - Vana-Pärnu mnt 9a (administ ratsioon) 13.45-14.15 Dokumentatsiooni ülevaatus, vormide täit mine 14.15-15.00 Intervjuud huvigruppi de esindajatega (partnerid ja rahastajad) # 2 - Vana-Pärnu mnt 9a (administrats ioon) 15.00-15.30 Dokumentatsiooni ülevaatus, vormide täit mine 15.30-16.15 Intervjuu Tallinna Lastekodu juhatajaga - Vana- Pärnu mnt 9a (administrats ioon) 16.15-16.45 Dokumentatsiooni ülevaatus, vormide täit mine 16.45-17.00 Lõpukoosolek , Vana- Pärnu mnt 9a (administrats ioon) Version 1.0 11 EQUASS ASSURANCE AUDIT REPORT Site visit: 3.-4.12.2013 Tallinna Lastekodu Mariliis Männik-Sepp © 2012 by European Quality for Social Services (EQUASS) All rights reserved. No part of this document may be reproduced in any form or by any means, electronic, mechanical, photocopying and recording or otherwise without the prior written permission of the EQUASS.  1. Information of the social service provider Name of the social Tallinna Lastekodu – Tallinn Children’s Home service provider (hereinaft er TCH) Address: Vana-Pärnu mnt 9a, Tallinn 11614 Post box: N/A Person responsible Leena Maasing , director of TCH (CEO): Contact person: Leena Maasing , director of TCH Phone: (+372) 6776480 Fax: (+372) 677648 7 E-mail: inf [email protected] Web site: www.tallinnalast ekodu.ee Name of Auditor: Mar iliis Männik -Sepp Dates of audit: 3.-4.12.2013 Clients: Number of person served: 168 As of (date): 01.10.13 Staff: Number of Full time staff : 158 Number of Part time staff : 9 Number of Contracted st aff : 0 Number of volunteer s : 4 As of (date): 04.12.13 Services: Subst itute home ser vice 2 2. Audit program 03.13.2013 Day 1 Time Acti vit y 08.30-12.30 Opening meeting , documentation review – Vana-Pär nu mnt 9a (administrat ion); Site visit of Nõmme center (substitute home ser vice f or children/ youth aged 5-20) – Vana-Pärnu mnt 9a (administrat ion); Interviews with manager Jaanika Paenur m , personnel (social worker ’s assistants Anne Kaldoja and Reelika Haan) and persons served 12.30-13.00 Documentation review, up-dat ing f iles 13.00-14.00 Lunch break and transport to Maarjamäe center – Kase 64, Tallinn 14.00-17.15 Site visit of Maarjamäe center (subst itute home ser vice f or children/ youth aged 2-20) – Kase 64, Tallinn Interviews with manager Harry Gustavson , personnel (f amily mothers Mar ika Kuldmaa and Silvi Sommermann) and persons ser ved 04.12.2013 Day 2 Time Acti vit y 9.00-11. 15 Site visit of Hool dekodu home (substitute home ser vice f or diff erent aged children / youth ) - Hooldekodu tee 5 , Tallinn Interviews with manager Margit Randaru and personnel (social workers Natalia Vinogradova and Ljudmilla Lebjodkina) 11.15-12.30 Lunch break and transport to Nõmme center - Vana- Pärnu mnt 9a (administrats ioon) 12.30-13.15 Documentation review, up -dat ing f iles 13.15-13.30 Interview with f inancing body: Sole-Riin Sepp, Social Welf are and Healt h Care 3  Department 13.30-14.30 Documentation review, up -dat ing f iles 14.30-14.45 Interview with cooperation partner : Triin Lumi, MT Ü SEB Heategevusf ond (NGO SEB Char it y Fund) 14.45-15.00 Documentation review, up -dat ing f iles 15.00-15.45 Interview with direct or of TCH Leena Maasing 15.45-16.15 Closing meeting 3. Detailed feedback on performance 1. The social servi ce provider defines documents and implements its visi on and mission values on servi ce 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 The mission, vision and values of TCH are docum ented in the organizat ion’s qualit y policy and on its websit e http://www.tallinnalastekodu.ee/ . It was demonstrat ed through the inter views that the employees are well aware of the organization’s mission, vision and core values. 2. The social servi ce provider defines, documents, and implements its qualit y policy by determining long term qualit y goals, and its commitment to continuous improvement. 4 Remark from the auditor: The ser vices of the social se r vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The qualit y standar d and long -term goals of TCH are documented in the qualit y policy. It appeared f rom the inter views that the staff is inf ormed of the qualit y policy, is devoted t o deliver qualit y ser vices and pursue f or continuous improvement. 3. Persons served, famil y members and servi ce user organisations are able to give feedback on their individual and collecti ve experience of programmes and 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 TCH has developed ways to ask and receive f eedback fr om the person ser ved, staff and stakeholders. The organizat ion uses various met hods t o achieve this. There are employee satisf action sur veys, stakeholders’ satisf action sur veys and staff satisf action sur veys. The f eedback is analyzed and summarized. 5  4. The social service provider i nforms all stakeholders about the offered programmes and services avai lable. 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 TCH has inf ormed all stakeholders The partners broug ht out that more about its ser vices. This was verif ied coverage in the m edia about TCH implemented through inter views wit h would help to raise the awareness of persons ser ved, staff and the societ y about the substitut e stakeholders. home ser vice, although it has not been one of the prior ities of the Inf ormation about services , organizat ion so f ar. procedures, organization’s perf ormance and upcomin g events is Updat ing the inf ormation on the available on the hom epage of TCH. organizat ion’s web site would also be usef ul f or good communication The involvement of staff is descr ibed reasons. in the personnel policy. Partner id tõid välj a, et lastekodu Partners demonstrat ed awareness of kajastamine enam meedias aitaks the ser vices of TCH through ühiskonna teadlikkust tõsta inter views. asenduskodu teenuse osas, kuigi see pole seni olnud üks asut use prior iteete. Kodulehel oleva inf ormatsiooni uuendamine oleks samuti kasulik hea kommunik atsiooni tarvis. 5. The social service provider management establishes and documents an annual planning and review process. 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 6  Strengths Improvem ent & developments The annual planning and review process is described in the annual planning and reviewing policy. The procedure is reviewed annually by the qualit y unit. There are annual act ion plans annual reporting on the implementat ion of the plans. 6. The plan includes:  annual outcomes / targets  the acti vities to be undertaken in achieving the annual targets  monitoring of the performance of the organisation in meeting its annual targets time-scales and procedures for revi ew and revi sion. 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 process of TCH It would be advisable to pay more has a cyclic charact er. The annual attention to the wording of goals and action plan includes SMART annual targets in f uture. objectives, key act ivities, tangible results and targets. Tulevikus on soovitatav pöörata enam tähelepanu eesmärkide ja The annual plan is approved by the aasta sihtide sõnastamisele. director. 7. The social servi ce provider demonstrates organisation’s success in satisf ying the needs and expectations of the societ y. Remark from the auditor: The ser vices of the socia l ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program 7  Strengths Improvem ent & developments Feedback f rom stakeholders is collect ed, summarized and analyzed. The tangible results in meeting the needs and expectations of s ociet y can be seen f .e in Tallinn Social Welf are Development Plan 2012 - 2027 and in the Ministr y of Social Aff airs’ Children and Families Development Plan 2012 -2020. 8. The social service provider demonstrates organisati on’s social responsibilit y t hrough acti vities contri buting 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 TCH is involved in communit y based activities. There have been ar ticles publicized in “Nõmme Sõnumid ”, project f or the children of THC and its surroundings, cooper ation projects with youth center etc. TCH has Internship Contract with Seminar in Tallinn Universit y Pedagogical College. 9. The social servi ce provider has a staff recruitment and retention policy that promot es the selection of qualified personnel based on required know ledge, skills and compet ences. 8 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 Staff policy (including recruitment and select ion procedures) has been developed. All employees have individual job descr iptions, which include required knowledge, skills and competences. There is training policy and annual training plans. Each year employees’ perf ormance evaluat ions are carr ied out. The skills, knowledge and competences are addit ionally list ed in a separate personnel document. 10. The social service provider operates in compli ance w ith mandator y national legislation, providing appropriate w orking conditions, adequate and agreed staff level and staff ratio, and appropriate rew arding for staff and vol unteers. 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 documentation of TCH meets legal r equirements and is reviewed to do this. The staff level is kept at optimum and this is reviewed also regularly. The principles f or showing 9 recognit ion to employees are descr ibed in the staff policy. The working condit ions are evaluated regularly according to risk assessment procedure (risk assessments are carried out ) and necessar y amendments are made. 11. The social service provider trains all staff based on a plan for leaning and development and evaluates the effecti veness of the training. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Staff training policy regulates the arrangement of trainings. Annual training plans are dr awn up based on the needs of the employees and expectat ions of TCH. Training needs are discussed during annual staff evaluations. Feedback on trainings is collected after ever y training, which is then analyzed. 12. The social servi ce provi der applies requirements for competence in the identified roles and functions of staff and evaluates 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 10  Strengths Improvem ent & developments The competence r equirements f or employees are described in their job descr iptions. The skills, knowledge and competences are addit ionally list ed in a separate personnel document. Annual staff evaluat ions are carried out, as descr ibed in the staff policy, where the before mentioned requirements are assessed. It was ver if ied by the inter views and related documentation t hat perf ormance reviews of staff members who are directly involved in ser vice deliver y, are carried out. 13. The social servi ce provi der recognizes the staff as a resource for feedback on organizational perf ormance, service 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 & devel opments The involvement of staff in the planning and evaluation of services is described in the personnel policy. TCH has regular staff meetings. Minutes of meetings are pr epared . Also annual staff questionnaires are used f or gaining f eedback. 11  14. The social service provi der has mechanisms in place to enhance satisfaction and motivation 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 Staff evaluat ions and staff questionnaires are used to gain f eedback on satisf action and motivat ion. Mechanisms to provide satisf action and motivation ar e descr ibed in personnel policy. 15. The social servi ce provi der assures the rig hts of persons served outlined in a Chart er of Rights w hich is based on the EU Charter of Fundamental Rights , the European Convention for the Protection of Human Rights and Fundamental Freedoms of the Council of Europe and other int ernati onal human ri ghts conventions, especiall y those elaborat ed under the United Nations. 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 TCH has developed the rights and duties of persons ser ved, which conf orm to international human rights convent ions. The rights and duties of persons ser ved are also available in a brochure f ormat. They are introduced to the persons ser ved by staff . 12 The staff and clients demonstrated their knowledge of their rights and duties through the interviews. 16. The soci al service provider informs the person served about his/her rights and duties especiall y to equal treatment on grounds of age, disabilit y, gender, race, re ligion or belief and sexual orientation before recei ving the 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 The rig hts and duties of persons ser ved are introduced to the clients by the employees of TCH. The staff and clients demonstrated their knowledge of their rights and duties through the interviews. 17. The social service provider has accessibl e complai nt management s ystem w hich registers feedback on performance from 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 TCH has developed procedures f or handling proposals and c omplaints. The system can be assessed as accessible and transparent. If was verif ied during the interviews 13 that the persons served, purchaser s and other rel evant stakeholders were aware of the ways of making proposals and complaining. 18. The social service provider respects the fundamental right to self-determination of the person served. They freel y det ermine their political status and freel y pursue thei r economic, soci al 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 Inf ormation about respect ing the right to self -determinat ion of the persons ser ved is available in the procedure rules of TCH and also can be evidenced also in the individual plans of persons ser ved. There are also guidelines f or evaluat ing per son’s self - determination. It became evident t hrough the inter views that the staff was aware of this issue and the persons ser ved were handled wit h respect. 19. The social service provi der facilitates the person served in choosing and having access to advocates 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 14  Strengths Improvem ent & developments The need f or an advocate and/or support ing person is discussed wit h the persons ser ved a nd related inf ormation is presented in individual plans. The criterion was verif ied f ulf illed by the evidence f ound in client work documentat ion. There was a summary available about the ser vice of support persons , a f layer inf orming about the ser vice and extracts f rom f amily diar ies. 20. The social service provi der defines and documents its policy on ethics that respects and assures the dignit y of the persons served, protects them from undue risk and promotes soci al justice 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 code of ethics has been developed and introduced to staff internal dur ing meeting and trainings. The code of ethics includes issues like digni t y of persons ser ved and protect ing them f rom undue r isk. 21. The social service provider operat es mechanisms w hich prevent the physi cal, mental and financial abuse of users. 15 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 code of ethics has been developed and introduced to staff internal during trainings and meetings. The code of eth ics helps to prevent the physical, mental and f inancial abuse of persons ser ved. TCH’s perf ormance in respecting this is regularly evaluated. 22. The social servi ce provi der provides services in a safe system of w orking w ithin a safe environment to ensu re the physical securit y of persons served, their families 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 TCH has procedur es f or ensuring the provision of saf e and healthy working conditions. There is guidance on risk assessments. Risk are assessed regularly and relat ed impr ovement activities are planned in act ion plan and also carried out. Related trainings are provided to staff . 16  23. The social service provider defines, documents, monitors and evaluat es a set of principles, values and procedures that govern behavi our in servi ce deli ver y containing aspects of confidentialit y, accuracy, pri vacy 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 The related inf ormation is descr ibed in the code of ethics and also in the procedures of TCH. It was demonstrated through the inter views of staff that they ar e aware of the et hical principles related to their work. Staff coaching maps also included related evidence. 24. The social service provider defines, documents, monitors and evaluat es procedures for assuring confidentialit y of data regardi ng the persons served and the service provided to 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 progra m Strengths Improvem ent & developments The related inf ormation is descr ibed in the policy of conf ident ialit y of TCH. The policy is reviewed and analyzed regularly. 17  25. The social service provider defines the roles and responsibilities, authorities and the interrelation of all personnel w ho manage, desi gn, deli ver, support and evaluate the service 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 icatio n program Strengths Improvem ent & developments The necessar y roles and responsibilities are descr ibed in the job descr ipt ions of employees. The skills, knowledge and competences are addit ionally list ed in a separate personnel docum ent. The roles and tasks of the management are wr itten down in a separate document. Related tasks are also descr ibed in the ser vices’ deliver y procedures. The inf ormation is available to staff through employees’ files. 26. The social service provi der w orks in partnership w ith other organisations in the provision of servi ce s. 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 TCH does a lot of cooper ation wit h It appear ed f rom the inter view wit h its partners. F.e there is tight the representative of the SEB charit y cooper ation with SEB f und, that mutual expectations need Heategevusf ond (charit y f und), MTÜ to be clar if ied once again, to make 18 Asenduskodude Laste Liit (union of the cooperation more eff ective f or substit ute homes’ children) etc. both sides. TCH has contracts with f inancing Intervjuust SEB Heateg evusf ondi bodies. esindajaga selgus, et koostöö ef ektiivsemaks muutmiseks TCH evaluates t he cooperation mõlemale osapoolele, oleks veel related to the services delivered by korda vaja vastastikuseid ootuseid. contract partners. 27. The social service provider w orks in partnership w ith persons served, purchasers and other stakeholders in the devel opment 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 The persons ser ved, purchasers and other stakeholders are involved in the development of ser vices of TCH through meeting s and sur veys. 28. The social service provi der includes persons served as acti ve partici pants in planning and have set up appraisal made up of on- going of an on -going structured dialogue proc ess in the management of the service, incl uding t he definition of the needs, the definition of the services, as w ell as of the evaluation of qualit y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS A ssurance certif ication program Strengths Improvem ent & developments There is involvement policy of the persons ser ved, that describes how 19 children are involved in assessing the needs, and planning and evaluat ing ser vices. There are individual plans f or children. They are involved in the composition of these plans. The criterion was ver if ied sat isf ied also through exploring client work documentat ion and through inter views with staff and clients. 29. The social service provi der institutes an annual eva luation of partici pation of persons served bot h on indi vidual 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 & developmen ts The measures, activities and polic y f or client participat ion ar e agreed with t he persons served . There are protocols to evidence this. The involvement policy and related activities are reviewed regular ly. 30. The social service provi der operates spe cific instruments f or users to improve their personal empow er ment and personal situation 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 20 Empowerment of persons ser ved is def ined in the documentation of the organizat ion. Tangible results were evidenced in the summar y of individual plans of persons ser ved. Related act ivities were evidenced in ser vices’ deliver y pr ocesses and also came out f rom the inter views wit h staff and persons served. 31. The social service provi der operates specific mechanisms for establishing an empow ering environment. Remark from the auditor: The ser vices of the social ser v ice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments There exist TCH home rules and code of ethics that include inf ormation about the empower ing environment. The employees ar e trained abou t empowerment and the subject is discussed dur ing organizat ion’s meetings. 32. The social servi ce provider sel ects programmes w hich are based on a needs assessment at the location w hich is most convenient for the person served, famil y 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 program 21  Strengths Improvem ent & developments TCH has an over view of the needs of the persons ser ved, which is ref lected in t he development plan. TCH’s children homes and yout h homes ar e locat ed all over Tallinn and are accessible with public transportation. 33. The social service provider offers programmes consistent w ith the identified needs of its customers and objecti ves for 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 TCH is in tight cooperation with the f unding bodies and also other stakeholders. The needs of them have been discussed during meetings, during daily cooperat ion (though e-mails, telephone) and through questionnair es. The success and results of the exist ing ser vices has been determined in the summary of the development plan. 34. The social service provi der operates indi vidual processes that are dri ven by the needs of the person served. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program 22  Strengths Improvem ent & developments All related inf ormation is documented in the individual plan s of the persons ser ved, which was ver if ied by examples of client documentation seen during the site visit. The process itself is described in the organizat ion’s policies and procedures. 35. The social service provider documents the planni ng of services based on the ident ification of indi vi dual needs and expectations of persons served in an Indi vidual 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 The clients’ individual needs and expectat ions are wr itten down in the individual plan s. The individual plans involv e all the inf ormation set by the criter ion and are agreed by the persons ser ved. This was ver if ied by examples of client documentation seen during the site visit. 36. The social service provider identif ies, documents, and maintains the key servi ce deli v ery processes to the persons served in line w ith its vision, mission statement and quali t y policy. 23 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 service deliver y processes are descr ibed in the ser vice deliver y procedures. The service deliver y processes are in line with TCH’s vision, mission and qualit y pr inciples. All processes are regularly reviewed. 37. The social service provi der review s this delivery process and maintains control over the deli very of t he servi ce. 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 TCH reviews the ser vice deliver y process es. There is a nalysis of core processes carried out. There are also rules f or the conduct of internal controls, which are done in case of need and reported as necessary. 38. The social servic e provider ensures that the person served can access a continuum of servi ces that span from earl y int ervention to support and respond to changing requi rements over time. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program 24  Strengths Improvem ent & developments The continuation of service deliver y is monitored and evaluated r egular ly and necessar y measures f or assur ing continuum of services are applied. The process is desc ribed in the annual planning procedure. 39. The social service provi der develops a seamless continuum of services and reduces barriers in a multi -disciplinary or multi -agenc y setting. Remark from the auditor: The ser vices of the social ser vice pr ovide rs meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The barriers are discussed in meetings and reported in annual reports as necessar y. The criterion was verif ied f ulf illed by also explor ing the cl ient work documentat ion, where evidence was f ound about multidisciplinar y approach. 40. The social service provi der operates servi ces from a holistic approach based on the needs and expectations of the person served w ith the aim of improving the qualit y of life for the person served. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program 25  Strengths Improvem ent & developments The qualit y of lif e is specif ic to and def ined by each child receiving ser vices in the individual plans. The qualit y of lif e init iat ive’s eff ectiveness is measured and reported. The criterion was verif ied f ulf illed by exploring the client work documentat ion, where evidence was f ound about measur ing t he qualit y of lif e. 41. The social service provider identif ies the needed competences, skills and support for staff to enhance the qualit y of life for person served. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iter ion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The necessar y competences and skills are described in job descr iptions and related additional documentat ion. These are evaluated during annual employees’ perf ormance reviews. Trainings are provided to employees, which was evidenced by training plans of TCH and came out f rom inter views. 26  42. The social service provider identifies its business results and provides formal periodic and independent revi ew and procedures t o achieve the targeted results. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments TCH has a procedur e f or developing annual plans and analyzing them. Targeted results are measured and reported in annual plans and their summaries. External controls and checks have been carried out concerning the activities of TCH. F.e by the chancellor of j ustice, the local government, Tallinn Soc ial Welf are and Health Board et c. 43. The social servi ce provi der identifies and registers the outcomes and benefits for person served of the recei ve services on individual and collecti ve basi s. Remark from the auditor: The ser vices of the social ser v ice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments TCH gathers and documents inf ormation regarding results of providing ser vices (both on individual and collective basis). There are individual plans and the conclusive summary of individual plans that covers this inf ormation. 27 44. The social service provider evaluates its business results in order to determine best value for purchasers and funders ( ‘best value’ can also be expressed in relation to the increased qualit y of life offered to the person bei ng 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 TCH evaluates the r esults and added value of its work during meetings and collects inf ormation also via stakeholders sur veys . This is also ref lected in relat ed r eports. 45. The social service provider evaluates the indi vidual and collecti ve satisfact i on of persons served and other stakeholders by internal and/or external 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 & developm ents TCH organizes regular sur veys to receive f eedback f rom the persons ser ved and f unding bodies . The inf ormation is analyzed and necessar y improvem ent activities are ref lected in the annual act ion plans. 46. The social service provider provides acc essible and easil y understandable records on outcome, including personal perception and achievements 28 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 record on outcomes in clude It would be advisable to disclo se the personal percept ion and annual r eports on the TCH’s hom e achievement . page. They ar e com municated to Soovitatav olek s avaldada stakeholders, staff and persons aastaaruanded lastekodu kodulehel. ser ved through meetings . The content and f ormat depends on the target group. 47. The soci al service provider acti vel y disseminates organization performance among its staff, service users and external 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 TCH reports its perf ormance to f unding bodies, staff and ser vice users using diff erent reports. The content and f ormat depends on the target group. 48. The social service provider has a standard procedure for 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 29  Strengths Improvem ent & developments The PDCA cycle is used and descr ibed in the annual planning analysis procedure . Using cont inuous im provement cycle was evidenced through annual pla n and the corr esponding analysis of it. Qualit y improv ement projects are document ed. 49. The social service provi der identifies performance i ndicators for measuring the results of the improvement actions. Remark from the auditor: The ser vices of the so cial ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments All improvement programs are document ed, include goals and respect ive perf ormance indicators. This was verif ied through inspe cting f ew examples during site visit. 50. The servi ce provider introduces and manages innovative w ays of w orking that have been identified 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 TCH f inds ways of being innovat ive, 30 taking into account the needs and expectat ions of stakeholders. F. e qualit y management syst em, improving co-operation, Ericsson ’s teaching at home p r oject etc. All related inf ormation was verif ied to be docum ented. 4. Agreed additional development / improvements The applicant decided on the following improvement actions and/or additional development for the period of t wo years: Short description of the actions (including SMART objectives) 1. Leadership 1) Find ways to achieve more coverage in the media (criteria 4 & 6) about TCH to raise the awareness of the societ y about the subst itute home ser vice as it is nowadays. Leida viisid, et kajastada last ekodu enam meedias, mis aitaks ühiskonna teadlikkust tõsta asenduskodu teenuse kohta tänapäeval . 2) Updat e the inf ormation on the organization’s web site. Uuendada asut use k odulehel oleva t inf ormatsiooni. Person responsibl e / vast utaja: direct or of TCH Due date / tähtaeg: 31.12.2014 2. Partnership Clarif y mutual expectations wit h partner(s) again to (criterion 26) make the cooperat ion more eff ective f or both sides. Täpsustada veel kord vastastikuseid ootuseid partneri(te)g a koostöö ef ektiivsemaks muutmiseks mõlemale osapoolele. Person responsible / vast utaja: direct or of TCH 31  Due date / tähtaeg: 31.12.2014 3. Result Disclose annual reports on the TCH’s home page. orientation (criterion 46) Avaldada aastaaruanded lastekodu kodulehel. Person responsible / vast utaja: direct or of TCH Due date / tähtaeg: 31.12.2014 5. Closing remarks Tallinn Children’s Home (TCH) opened its doors on 1 Januar y 2001. TCH is a mixed-care social welf are inst itution in Tallinn. Its main objective is t o ensur e a saf e and secure growing environment f or children and young people without parental car e, and to support f amilies with disabled childr en and diff iculties in coping. The instit ution provides a number of diff erent social ser vices, wit h the biggest and most substantial of the provided ser vices being the substitute home ser vice. Each year, diff erent types of services to approximat ely 350 children/ young people/f amilies are off ered. In 2013, TCH pr ovided ser vices at a total of 9 diff erent addresses. The core developments in the implementation of EQUASS Assurance in TCH were systemat izat ion of the organization’s documentation, updating and complementing the processes and procedures, and training employees about EQUASS cr iter ia related topics. The most i mportant pr inciple of qualit y has been f ocusing on persons ser ved. Now, that the qualit y system is in place, THC has started implement ing it and cont inuously improving it . The auditor experienced that the organization has put much eff ort into starting up with the qualit y system. The perf ormance of TCH against al l criteria was ver if ied as f ulf illed. Also some areas of improvement were detected. Most important is to keep the system up and running. Also continuously improving it. The auditor exper ienced on sit e that the social ser vice provider TCH perf orms in compliance with t he EUQASS Assurance criter ia. The inter viewed representatives of partners, financing bodies, employees of TCH 32 and persons ser ved conf irmed this . The whole staff was kind and cooperat ive in introducing the work of TCH, f inding necessar y evidential materials and sharing inf ormation about f ulf illing EQUASS crit eria. For the period of f ollowing two years, some improvement actions and additional developm ents were agreed that are brought out in part 4 of the audit report . A more detailed over view of suggestions f or improvement that are ment ioned under the specif ic criter ia is given in detail in part 3. The improvement areas included leadership (more eff ective communication), partnership (mutual needs) and result or ientation (disclosing results). After verif ication of the indicators by r eviewing documentation, conduct ing inter views and performing site visit, the auditor was conf irmed that the criteria f or qualit y assurance of the European Qualit y f or Social ser vices were f ulf illed. The auditor was convinced that TCH is devoted to qualit y assurance and improvem ent in its work and delivers qualit y services. *** Tallinna Lastekodu alustas tegevust 1. jaanuar il 2001. a. Tallinna Lastekodu on Tallinna l inna segatüüpi hoolekandeasutus, m ille põhieesmärgiks on tagada vanem liku hoolitsuseta last ele ja noortele tur valine kasvukeskkond ning toetada puuet ega lastega ja toimetulekuraskustes peresid. Asutus osutab m it meid er inevaid sotsiaalteenuseid, kuid suur ema ja mahukama osa osutatavast teenustest moodustab asenduskoduteenus. Aastas pakutakse erinevaid teenuseid umbes 350 lapsele/ noorele/perele. 2013. aastal osutati teenuseid kokku 9 erineval aadressil. Põhilised arengud EQUASS Assurance’ i rakendamisel las tekodus on olnud organisatsiooni dokumentatsiooni süstematiseerim ine, protsesside ja protseduur ide ajakohastamine ja täiendamine ning töötajate koolitamine EQUASS- i kriteeriumite alastel teemadel. Kõige olulisem kvaliteedi põhimõte on olnud keskendumine te enuse saajat ele. Nüüd, kus süst eem on paigas, lastekodu on alustanud selle ellu rakendamist ja selle pidevat täiustam ist. Audiitor koges, et asutus on teinud palju jõupingutusi kvaliteedisüsteem i käivitamiseks. Lastekodu tegevus tõendati kriteerium idele va stavaks. Samut i tuvastati ka ar enguvõimalusi. Kõige olulisem on hoida süsteemi toimimas. Samuti seda pidevalt täiustada. 33 Kohapeal koges audiitor, et sotsiaalteenuse osutaja tegutseb vastavuses EQUASS Assurance kriteeriumitega. Intervjueer itud huvigruppide ja rahastajate esindajatega, lastekodu töötajatega ja teenuse saajatega samuti kinnitasid seda. Kogu asutuse töötajaskond oli väga lahke ja koostööaldis lastekodu töö tut vustamisel, vajaliku tõendusmaterjali leidmisel ning inf ormatsiooni jagamisel EQUASS -i kriteeriumite täitmise kohta. Järgnevaks kaheks aastaks lepit i kokku mõned parendustegevused ja täiendavad arendused, mis on välja toodud aruande 4 -ndas osas. Detailsem ülevaade parendussoovitustest konkreetsete kriteeriumite lõikes on esitatud aruande 3-ndas osas. Parendusvaldkonnad hõlmasid juhtim ist (ef ektiivsem kommunikatsioon), koostöö ( vastast ikused vajadused) ja tulemust ele orienteer itust (tulem uste avaldamine). Peale indikaator itele vastamise tõendamist, tut vudes dokumentatsiooniga ning viies läbi inter vjuud, oli audiitor veendunud, et kriteeriumid Eur oopa kvaliteedimärgi jaoks sotsiaalteenustes on täidetud. Audiitor sai veendumuse, et lastekodu on pühendunud kvaliteedi tagamisele ja täiustam isele oma töös ning osutab kvaliteetseid teenuseid. Tallinn, 06. 12.2013 Mar iliis Männik -Sepp 34 Kristi Reimets Saatja: Keiu Talve Saatmisaeg: 17. detsember 2013. a. 11:53 Adressaat: Kristi Reimets Teema: FW: Audit report Tallinna lastekodu- EST2013-19 Manused: EQ-ASS_AUD_Audit Report_TLK.doc; Täidetud taotlusvorm_TLK.xlsx; Additional Information Form.doc; Asutuse külastuse ettevalmistus_Tln_lastekodu.doc From: Keiu Talve Sent: Friday, December 06, 2013 5:38 PM To: Guus van Beek ([email protected]); Marie Dubost ([email protected]) Subject: Audit report Tallinna lastekodu- EST2013-19 Dear Guus, Attached you’ll find audit report and other documents of Tallinna Lastekodu audit. Please review the documents. Keiu EQUASS Eesti Astangu KRK Tel: +372 5682 9104 www.equass.ee www.astangu.ee 1 EQUASS ASSURANCE APPLICATION ADDITIONAL INFORMATION 1. Short information about the organisation in the nati ve language Tallinna Lastekodu alustas tegevust 1. jaanuaril 2001. Tallinna Lastekodu on Tallinna linna segatüüpi hoolekandeasutus, mille põhieesmärgiks on tagada vanemliku hoolitsuseta lastele ja noortele turvaline kasvukeskkond ning toetada puuetega lastega ja toimetulekuraskustes peresid. Asutus osutab mitmeid erinevaid sotsiaalteenuseid, kuid suurema ja mahukama osa osutatavast teenustest moodustab asenduskoduteenus. Aastas pakume erinevaid teenuseid umbes 350 lapsele/noorele/perele. 2013 aastal osutame teenuseid kokku 9 erineval aadressil. 2. Short information about the organisation in English (activities, clients, etc.) Tallinn Children’s Home opened its doors on 1 January 2001. Tallinn Children’s Home is a mixed-care social welfare institution in Tallinn. Its main objective is to ensure a safe and secure growing environment for children and young people without parental care, and to support families with disabled children and difficulties in coping. The institution provides a number of different social services, with the biggest and most substantial of the provided services being the substitute home service. Each year, we offer different types of services to approximately 350 children/young people/families. In 2013, we provided services at a total of 9 different addresses. 3. Name of the organisation as you w ould w ant it to appear on the EQU ASS Assurance certificate Tallinna Lastekodu 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 : Asenduskoduteenus 5. Organisation’s logo 1 Information to be published on EQUASS website: Name of the organi sation : Tallinn Children`s Home Post address: Vana -Pärnu mnt 9a Tallinn Estonia Director: Leena Masing Contact person: Leena Masing Email: [email protected] Web: www.tallinnalastekodu.ee 2