Kristi Reimets
Saatja: Keiu Talve
Saatmisaeg: 17. detsember 2013. a. 11:57
Adressaat: Kristi Reimets
Teema: FW: Audit report Tartu Vaimse Tervise Hooldekeskus, EE2013- 10
Manused: Additional Information Form.doc; SA Tartu Vaimse Tervise Hooldekeskuse Audit
Report.docx; SA Tartu VTHK EQUASS_taotlus _1_.xlsx
From: Keiu Talve
Sent: Monday, November 25, 2013 2:54 PM
To: Guus van Beek (
[email protected])
Cc: Marie Dubost (
[email protected])
Subject: Audit report Tartu Vaimse Tervise Hooldekeskus, EE2013- 10
Dear Guus,
Attached you’ll find audit documents of EQUASS Assurance audit of Tartu Vaimse Tervise Hooldekeskus.
There is a problem with the application form as the criteria 48 does not show “FC” although the indicators have
been marked.
Please review the documents and let me know in case of any questions, comments!
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
S A T ar t u V a im s e T er v is e Ho o l dek es k us os u ta b t ee n us e i d t öö e a lis te l e j a e ak at e le
ps ü ü h il is e er i vaj a dus e ga is ik ut e l e, et s ä i l it a da võ i p ara n da d a ne n de t o im etu l ek ut
i ga p äe v a el u g a n i i , e t na d o n e d uk ad j a r ah u l n e nd e e nd i p oo l t v a li t ud k es k k onn as
v õ im al ik ul t v ä hes e p r of es s io n aa ls e s ek k um is eg a. V a im s e ter v is e pro b le em id e ga
is ik ui d ja n e nd e l äh ed as i nõ us ta v a d va l dk on na s p ets i a l is t i d; pä e v ak es k us t es
j uh e nd at ak s e t eg e v us v õ im et s ä i li t a va i d j a par a nd a v a id t e g e vu s i; tö ör pü hm ad es
a it a va d tö ö v õ im e t aas tam is e l e k a as a t eg e v us j u h en d aj d . As ut us o s u t ab t ee n us e i d
k odus , k og uk on n a põ h i s e lt j a h o ol ek an d e as u t us es .
2. Short information about the organisation in E nglish (acti vities,
clients, etc.)
Foundation Mental Health Care Centre's help people w ith mental health
problems to maintain or to enhance their coping skills w ith everyday life
so that they are successful and happy in their self -chosen environment
w ith minimal professional interference.
3. Name of the organisation as you w ould w ant it to appear on the
EQU ASS Assurance certificate
Sihtasutus Tartu Vaimse Tervise Hooldekeskus
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 :
Rehabilitatsiooni - ja toetavate teenust e osakond
5. Organisation’s logo
1
Information to be published on EQUASS website:
Name of the organisation : Sihtasutus Tart u Vaimse Tervi se
Hooldekeskus
Post address: Staadioni 52, 51008 Tart u
Manager: Indrek Sooniste
Contact person: Ülle Lepik
Email: vthk. vthk@ mail.ee
Web: w ww.tartuvthk.ee
2
EQUASS ASSURANCE
AUDIT REPORT
Site visit: 19-20. 11.2013
SA Tartu Vaimse Ter vise Hooldekeskus
Rain Sepping
© 2012 by European Quality for Social Services (EQUASS)
All rights reserved. No part of this document may be reproduced in any form or by any means, electronic, mechanical,
photocopying and recording or otherwise without the prior written permission of the EQUASS.
1. Information of the social service provider
Na me of th e so ci al
S A T a rtu V a im se T e r v is e Hoo lde k es ku s
se rv i c e p rov id er
Ad d re s s:
St aa dio ni 5 2, 51 0 08 T ar tu
Po st bo x: 51 0 08
P er so n re sp on sib le Ind re k Soon ist e
(C EO ) :
Cont ac t p e rs on: Üll e L epi k
Pho ne: 7 3 61 5 0 0
Fa x: 73 6 15 0 1
E- m a il: Vt h k.v th k @m ai l. e e
W eb s ite: ht t p: / /w w w .tart uv thk . ee /
Na me of Au dit o r: Ra in S ep ping
Dat e s of aud it : 19- 2 0. 1 1. 2 01 3
Cli en ts: Num ber of p ers on s er v ed : 30 2
As of ( d at e): 3 02
St aff: Num ber of Fu l l t im e s t af f : 7 1
Num ber of P ar t t im e s t af f : 4
Num ber of C on tr ac t e d s taf f : 2
Num ber of vo l un t eers (if ap p l ic a b l e) 1 0
S erv ic e s: Reh ab il it atio n s erv i c e ;
everyday living support service;
2
employment support service;
supported living service.
3
2. Audit program
19.11.2013
9.00– 9.30 Meeting start -up
9.30 – 12.00 Lo oking throw the document s
12.00 – 12.30 Lunch
12.30- 14.00 Looking throw the documents
14.00 – 15.00 Meeting with clients
15.00 – 16.00 Meeting with personnel
16.00-17.00 Meet ing wit h qualit y manager
20.11.2013
9.00 – 10.00 Meeting with f under
10.00 – 11.00 Meet ing with personnel
11.00 - 12. 00 Meeting with st akeholders
12.00 – 12.30 Lunch
12.30-13.30 Meet ing with the person ser ved f amily members
13.30 – 14.30 Meet ing with clients
14.30 – 15.30 Meet ing with MD
15.30 – 17.00 Wrapping up and f eedback
4
1. Detailed feedback on performance
1. The social ser vice provider def ines documents and implements its
vision and mission values on ser vice provision.
Rem ark f rom th e au d it or :
<T h e s erv ic es of t h e s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i o n of th e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
doc um en te d i ts v is i on , m is s io n and
c orp or at e v a lu es . D ur i ng th e i nt er v ie ws
was v al i d at e d th a t em p lo ye e s ar e a war e
of t he v is i o n, m is s i on a n d c or p or at e
v a lu es . F or de v e l o p in g the v is i o n,
m is s io n a nd c o r p or a te va l u es s oc ia l
s er v ic e pro v i d er t o a r r a ng e a m ee ti n g
wer e a l l p er s o n n el wa s i n v o l ve d.
2. The social ser vice provider def ines, documents, and implements its
qualit y policy by determining long term qualit y goals, and its
commitment to cont inuous improvement.
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e pr o v i de r h as a
doc um en te d qu a l it y p o lic y a nd h e s t at e
i n de v e lo pm en t p la n i ts c om m itm ent t o
c on t in u ous im pr o vem en t. D ur in g t h e
i nt er v ie ws was v al i d at ed t h at em p lo ye e s
are a war e of t h e qu a l it y p o l i c y.
5
3. Persons ser ved, family members and ser vice user organisations are
able to give f eedback on their individual and collective experience of
programmes and ser vices.
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he f e ed b ac k f r om em plo ye es , f u n ders ,
f am il y m em ber s a n d per s o ns s er ve d is
reg is te r e d. Dur i n g t h e i nt er v i e ws was
v a li d at e d t ha t t he s tak e ho l de r s h a ve
op p ort u n it y to give f e ed b ac k on
pro gr am m es a nd s er v ic es at th e
m eeti n gs .
4. T h e s oc i a l s er v ic e pr o v i d er inf o rm s al l s tak e ho l de rs a b ou t t h e of f er ed
pro gr am m es a n d s er v i c es a v ai l a bl e .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
6
Ex t er n al s tak e ho l d er s ar e a war e of th e
pro gr am m es an d s er v ic es of f ere d.
Hom ep a ge , m eet i ng pr o t oc o ls an d e -
m ails we re pr es en te d as pr o of t h at a l l
th is inf orm ati o n was pr es e nt e d t o a l l
i nt eres t ed par ts .
5. T he s oc i a l s er v ic e pr o v i der m an ag em en t es t a bl is h es a nd d oc um ents an
an n ua l p l a nn i n g an d r e v ie w pr oc es s .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he a nn u a l p l an n i ng pr oc es s a n d t he
re v ie w pr oc es s ar e do c um ent e d.
6. T he p l a n i nc lu d es :
an n ua l o u tc om es / tar ge ts
th e ac ti v i t ies t o b e u n der t ak en i n ac h ie v i n g th e a nn u a l tar g ets
m onit or i ng of th e pe rf orm anc e of t he or g an is at i o n i n m eet in g its
an n ua l t ar ge ts
tim e- s c al es a n d pr oc e dur es f or r e v i e w a n d r e v is i o n.
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
7
A nn u a l p l a nn i n g pr o c es s has c yc lic
c har ac ter ; A nn u a l ou tc om es /t arg e ts ,
ex p ec te d r es u l ts an d p r oc e dur es f or
re v ie w of t h e o bj ec t i ve s wer e in p lac e.
7. T h e s oc i a l s er v ic e p r o v i der d em ons tr at es org a n is a t io n ’s s uc c es s i n
s at is f yi n g th e n e eds a nd ex p ec t a ti o ns of t h e s oc i et y.
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i d er c o ll ec ts
f ee db ac k f r om s tak eh o l der s in the
s oc ie t y at the m e et i ngs an d o pe n
d is p os als ( f a ir , s e ll - of f e tc ) .
8. T h e s oc i al s er v ic e pr o v i d er dem o ns tr at es or ga n is at i on ’s s oc i a l res p o ns ib i l it y
thr o ug h ac t i vi t ies c on t r i bu t in g t o th e s oc i et y.
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r v ic e pr o v id er
dem ons tr at es o r g a n is a t io ns s oc i a l
res p o ns ib i l it y a nd i n no v a ti v e wa y of
work i n g t hr o u gh pr of es s i o na l
c onf ere nc e a nd c o o pe r at i on pr oj ec t .
8
9. T h e s oc i a l s er v ic e pr o v i d er h as a s t af f rec r ui tm ent a nd r e te n ti o n p o l ic y
th at pr om otes t he s e lec t io n of q ua l if i e d pe rs o n ne l b as e d o n r eq u ir ed
k no wle d ge , s k i l ls a n d c om pet e nc es .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v id er des c r i b e i n Im pro vem e nt s ug g es t i on wo u l d b e to
doc um en t s c l ear l y t h e s e lec t io n p o l ic y us e i n dic a tors f o r m ea s ur in g t h e s tr es s -
an d a p pra is a l i nt er v i e w or d er . l e ve l of s taf f t o e v a lu a te it.
S oo v i tus võ tt a k as ut us e l e m õõ d et a v ad
i nd ik aa t or id p ers o n a l i s tr es s it as em e
h in d am is ek s .
10 . T h e s oc i al s e r vi c e pr o vi d er o per a tes i n c om pl i a nc e wi th m anda t or y
na t io n a l le g is l at i on , pr o v id i ng a p pr opr i at e w ork in g c o nd i t io ns , a d e qu a te a n d
agr e e d s t af f le v el a n d s t af f rat io , a n d a p p rop ri a te r e war d in g f or s taf f an d
v o lu nt e er s .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
9
T he c om pet e nc e r eq u ir em ents f or s t af f
(i nc l u d in g v ol u nt e e r s ) has b ee n
i de nt if ie d, s pec if ie d, doc um ent e d a nd
e va l u at ed o n a n a n n ua l b as is . D uri n g
th e i nt er v i e ws was v a l i da te d t ha t s t af f is
f am ili ar wit h t he r eq u ir em ents f or
c om pet e nc e .
11. The social ser vice trains all staff based on a plan f or leaning and
development and evaluates the eff ectiveness of the training.
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der h as
s uc c es f ul l y us e d th e p ot i en ts ia l of t he
work i n g s pec i a l is ts f or i n - ho us e-
tra i n in g, ed uc at i on an d pr o vis i o n
s up p ort i v e s er v ic es f o r s t af f .
12 . T he s oc ia l s er vic e pr o v i de r a pp l i es re q u ir em ents f or c om pet e n c e i n t h e
i de nt if ie d r o l es a nd f u nc t i ons of s t af f a nd e v a lu at es t hem o n a n nu a l b as is .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
10
T he s oc i a l s er v ic e pr o v id er has p o l ic y
f or s ho wi n g r ec o g n it i on to s taf f an d t o
v o lu nt e ers . T h e s oc ia l s er v ic e pr o v id er
e va l u at es t he c om pe t enc e of t he
pers o n ne l an n ua l l y. T he work in g
c on d it i o ns of s t af f is e v a lu at e .
13 . T he s oc i a l s er v ic e pr o v id er r ec o g n is e s th e s taf f as a r es ourc e f or
f ee db ac k on or ga n is at i on a l perf orm anc e , s er v ic e d e ve l o pm ent an d s taf f
de v e l opm en t
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e pr o v id er h as po l ic y,
doc um en ts a n d pr oc e dur es in p l ac e to
c o ll ec t f e e db ac k f r om s taf f .
14. The social ser vice provider has mechanisms in place to enhance
satisf action and mot ivat ion of staff
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
11
T he s oc ia l s er v ic e pr o v i d er c o ll ec ts In in ter es t of t h e em pl o ye es , th e o pt i ons
s ys tem at ic al l y f ee d ba c k f r om per s o n ne l of s u p er v is io n - s er v ic e f rom the ou ts id e
an d if p os s ib l e im pl em en ts t hem . s ho u l d be c ons i d ere d.
Tö ö ta j at e h uv id es t u l ek s l e id a v õ i ma -
l us e d s u pe rv is i o on ik s k a v ä l jas t p o o lt
as u t us t .
15 . T h e s oc i a l s e r vi c e p ro v i de r as s ur es th e r i gh ts of p ers o ns s e r ve d
ou t l in e d in a Ch ar ter of R ig h ts wh ic h is bas e d on t he E U C har t er of
Fu nd am en ta l Ri g hts , t he E ur op e an C on v e nt i on f o r t he Pr ot ec t io n of Hum an
Ri g hts a n d Fu n dam e nt a l Fre e dom s of the Cou nc i l of E uro p e an d o th er
i nt er n a ti o n al h um an r i gh ts c on v e nt i ons , es p ec ia l l y t h os e e l ab or at ed u nd er
th e U ni t ed N at i o ns .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
im pl em ent e d c har te r of r i g hts f or th e
pers o ns s er v e d . T h e c h ar t er of r i gh ts
c onf orm to th e i nt er n a ti o n al hum an
ri gh ts c on v e nt i ons . Dur i n g the
i nt er v ie w s wit h t he p er s o n n el was a ls o
v a li d at e d th at al l p er s on n e l is f am il ia r
wi t h th e c h ar t er of r i g hts .
16 . T h e s oc i a l s er v ic e pr o v i d er inf orm s th e pers o n s er ve d a bo ut h is / h er
ri gh ts a nd d ut i es es pe c i al l y t o eq u a l tre atm e nt o n gr ou n ds of a g e, d is a b i li t y,
ge n de r , r ac e , r e l ig i o n or be l i ef an d s ex u al or ie nt a ti o n b ef or e rec e i vi n g t he
s er v ic es .
12
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
th e s oc i al s er v ic e pr o v i d er i nf orm s
pers o ns s er v e d ab o ut the ir r i gh ts a nd
du t ies . T he p er s o n s er ve d o r h is / h er
rep res e nt at i v e s i g ns th e d oc um en t
ab o ut t h e r i gh ts a nd d ut i es as a p art of
s er v ic e c o ntr ac t. The s oc i a l s er v ic e
pro v i d er inf or m s al l s t af f an d v o lu nt e ers
of th e r ig hts a nd du t i es of t he pe rs o ns
s er ve d . S i gn at ur e is c o ll ec te d as pr o of .
17 . T he s oc i a l s er v i c e pr o v id er h as ac c es s ib l e c om pl a i nt m ana g em ent
s ys tem wh ic h r e gis t e r s f ee d bac k o n perf orm anc e f rom pers o n s s er v ed ,
purc h as er s an d o th er r e le v a nt s t ak eh o ld ers .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s e r vic e pr o v i der h as in p l ac e
c om pl a in t m an ag em ent s ys t em wh ic h
as s ur es a p pr o pr i at e a nd obj ec t i v e
i n ves t ig at i o n.
13
18 . T h e s oc i a l s er v ic e pr o vi d er res p ec ts t he f u nd am en ta l r ig h t t o s e lf -
de t er m in at i on of t h e per s o n s er ve d . T he y f ree l y de te rm ine t he ir po l i t ic a l
s ta tus an d f r ee l y p ur s ue t h e ir ec on om ic , s oc i al an d c u lt ur a l d e ve l o pm ent .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v i der r es p ec ts th e
f un dam en t al r i gh t t o s e lf - de t er m in at i on
of th e per s o n s e r v ed . It was als o
v a li d at e d du r i n g th e i n ter v i e w.
19 . T he s oc i a l s er v ic e pr o v i der f ac i l i ta t es th e pers o n s er v e d in c ho os i ng
an d h a v in g ac c es s t o ad v oc at es a nd / or s u pp ort i ng pers o ns .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er ve d pr o v i d er inf orm s T o c re at e ac t i ve r epr e s e n t at i on of
rep res e nt at i v e of per s ons s er v ed h o w to pers o ns s er v ed t h e i n v o l vem en t of
ac c es s a d voc at es a nd / or s u p por t in g c l ie n t gu ar d ia ns s h o ul d b e c ons i d ere d .
pers o ns .
Te gus a j a ak t iiv s e k l i e nd i es in d us e
l oo m is ek s v õ ik s k aa l u da ots es t e
te e nus te s aa j at e k õrv a l k a k l i e nt i de
ho o l da j at e / es i nd a j at e k aas a m is t .
14
20 . T h e s oc ia l s er v ic e pr o v i d er def in es a n d doc um en ts its p o l ic y o n et h ic s
th at r es p ec ts a nd as s ur es th e d i gn i t y of th e p ers o ns s er v e d, pro tec ts th em
f rom un du e r is k an d pr om otes s oc i a l j us t ic e
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e pr o v i der has a p o l ic y
on e th ic s r ef l ec t i n g th e d i g n it y of
pers o ns s er ve d a nd pr ot ec t i n g t h em
f rom undu e r is k . T he s oc ia l s er v ic e
pro v i d er tr a ins a ll s ta f f and vo l un t eers
on th e e t hic s p ol ic y an d t h e pr i nc ip l es
an d v a lu es t h at g o v er n b e ha v i our i n
s er v ic e d el i v er y. S i g n at ur e is c o l lec te d
as pr oof .
21 . T he s oc ia l s e r vic e pr o v id er op er at es m ec han is m s wh ic h pr e ve n t th e
ph ys ic a l, m ent a l a nd f i na nc i al ab us e of u s ers .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e pr o v i de r h as a
doc um en te d po l ic y a nd pr oc ed ur es t o
pre v e nt ph ys ic a l, m e nt a l a n d f in a nc ia l
ab us e of per s o n s er v e d.
15
22 . T he s oc i a l s er v i c e pr o v id er pr o v i des s erv ic es i n a s af e s ys tem of
work i n g wit h in a s af e e n v iro nm en t t o e n s ure th e ph ys ic a l s e c ur it y of
pers o ns s er v ed , t he ir f am il i es a nd c ar e tak ers .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
doc um en te d i n o per a ti on a l g ui d e h ea l th
an d s af e t y p l an f or p e r s ons s er ve d as a
par t of th e r is k m an ag em ent .
23 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
a s e t of pr inc i p les , v a l ues a nd pr oc e d ur es t ha t go v er n b e ha v i o ur i n s er v ic e
de l i v er y c o nt a in i n g as p ec ts of c o nf i d en ti a l it y, ac c u rac y, pr i v ac y an d
i nt egr i t y.
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
16
T he s oc ia l s er v ic e pr o v id er h as def in e d
s et of pr i nc ip l es , v a l u es a n d pr oc e dur es
(c od e of E th ic s ) t o a s s ur e an d g o v ern
be h a v io ur in s e r vic e d e l i v er y. S taf f
(i nc l u d in g v ol u nt e er s ) ar e a war e a b ou t
th e set of pr inc i p l es , v a lu es an d
proc e d ures th a t g o v er n b eh a v i our in
s er v ic e d el i v er y. S i g n at ur e is c o l lec te d
as pr oof .
24 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
proc e d ur es f or as s ur i n g c o nf i d en t ia l it y of d at a re g ard i n g t he pe rs o ns s er v e d
an d t he s er v ic e pr o v i d ed t o t hem .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v id er h as def in e d
po l ic y and pr oc e d u r e f or as s ur in g
c onf id e nt i a li t y of d a ta . The pers o ns
s er ve d a n d t he r epr es e n ta t i ve of the
pers o n ar e a war e a b ou t t h e pr oc ed ur e
to ac c es s h is p er s on a l d at a .
25 . T h e s oc ia l s er v i c e pr o v i d er def in es th e r o les a n d r es po ns ib i l it i es ,
au t hor i ti es a nd t he i nt er r e la t io n of a l l p ers o n n el wh o m a na g e, d es ig n,
de l i v er , s up p or t a n d e v a lu at e t he s er v ic e pr o v is i o n to pers o n s er v ed .
17
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v id er h as def in e d
th e ro l es a nd r e s po ns i bi l i ti es of
m anag em en t a nd f unc t io ns d ir ec t l y
i n vo l v ed wi th s er v ic e s de l i ver y t o t he
pers o ns s er v ed .
26 . T h e s oc i a l s er v ic e pr o vi d er work s i n p art ners h i p wi th o th er or g an is at i o ns
i n th e pr o v is io n of s er v ic es .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
th e s oc i a l s er v ic e pr o v i der pa r t ners h i ps
wi t h f un d in g a g e nc i es a nd s oc ia l
par t ners . T he s oc i a l s er v ic e pr o v id er
e va l u at es t he ad d e d v a l ue of its
par t ners h i ps on r eg u l a r b as is .
27 . T h e s oc i a l s er vic e p r o v i de r work s i n p art n ers h i p wi t h p ers o ns s e r ve d,
purc h as er s an d o th er s tak e ho l de rs i n th e d e v e lo pm en t of s er v ic es .
18
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r vic e pr o v i d er i n v ol v es
re le v a nt ex t er na l s tak e ho l de r s and
pers o ns s er ve d i n as s es s m ent of n e eds
an d de v e lo pm en t of pr o gr am m es . By
de v e l opm en t of s er v ic es h el ps a l ot of
c om pl a in t m ana g em ent s ys t em , wh ic h
ha v e be e n an ex am pl e t o ot he r s er v ic e
pro v i d ers .
28 . The s oc i a l s er v ic e p ro v i de r inc l ud e s p ers o ns s er v ed as ac t i v e
par t ic ip a nts in p la n n in g a nd h a ve s et u p ap pra is a l m ade up of on - go i n g of
an o n- go i ng s tr uc t ur e d d i a lo g u e pr oc es s in th e m an ag em en t of t h e s er v ic e ,
i nc l u d in g th e d ef i ni t io n of th e n ee ds , t h e d ef i n it i on of t h e s er vic es , as we l l
as of t h e e v al u at i on of q u al i t y.
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
19
T he s oc i a l s er v ic e pr o v id er has p o l ic y
an d pr oc ed ur e f or ac t i v e i n vo l v em en t of
pers o n s er v e d in pl a nn i n g and
e va l u at i on . A l l p la ns ha v e a n i n di v i d ua l
ap pr o ac h a n d ar e c ar r i ed o u t b y a c ros s
f unc t i o na l t e am wher e p er s on s er v ed
an d r epr es en t at i v e is i nc lu d ed as a par t
of t h e t e am .
29 . T he s oc i al s er v ic e pr o v id er i ns t it u tes an a nn u a l e v a l ua t io n of
par t ic ip a ti o n of per s o n s s er v e d bo t h o n i nd i v i du a l a nd / or gr ou p b as i s .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e p r o v id er f ac i l it at es Di g it a l i ze d c l i e nts d ev e lo p me n t
th e p ar tic i p at i on of th e p er s ons s er v ed abs tr ac ts c re a te as s u mp t io ns f or
bas e d o n t h e ir as s es s ed n e ed s . A l l t he i nc re as i ng o f t he ev a l ua t io n o f th e l i fe
m eas ur es , ac t i v it i es an d p o l ic y f or qu a l ity in lo n ger per i o ds of t i m e.
par t ic ip a ti o n has be e n ag r e e d wi t h t h e
Di g it a l is e er i tu d k l i en d i ar e ng u
pers o ns s er v ed or r epr es e nt at i v es of
k ok k uv õ tt ed lo ov ad ee l dus e d
pers o ns s er v e d. The s oc i a l s er v ic e
e luk v a l it ee d i t õus u h i n da m is ek s p ik e m a l
pro v i d er e v a lu at es ac ti v i t ies a n d p o lic y
per i o od i l .
f or par t ic i p at i o n of p er s o ns s er v e d or
rep res e nt at i v es of per s ons s er v e d o n an
an n ua l b as is .
30 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s pec if ic i ns tr um ents f o r us ers t o
im pr o v e t he ir pe r s o n a l em po werm e nt a n d pers o na l s it u at i on a nd . t ha t of
th e ir c om m un it y
20
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r v ic e pr o v id er
s ys tem at ic al l y f ac il i ta t es the
em po werm en t of t h e p er s o ns s er v e d.
31 . T he s oc i a l s e r v ic e pr o v id er o p er a tes s pec if ic m ec h a n is m s f or
es t a bl is h in g a n em po w er in g e n v iro nm en t.
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
i de nt if ie d m eas ur es f or c r ea t in g an
em po wer i ng e n vi r o nm ent in the
org a n is a t io n . T he s oc ia l s er v ic e
pro v i d er tr a in s a ll s ta f f to f ac i li t at e t h e
em po werm en t of per s o ns s er v ed .
32 . T he s oc i al s er v ic e pr o v i der s e lec ts pr ogr am m es wh ic h are bas e d o n a
ne e ds as s es s m ent at th e l oc at i on wh ic h i s m os t c o n ve n i en t f o r th e p ers on
s er ve d , f am i l y a nd c a r e tak er s
21
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
i de nt if ie d the ne e ds of c ur r en t an d
po t en t ia l pe r s o ns s er ve d . In
c o ll a bo ra t io n wit h s tak e ho l de r an d
par t ner t ak es p l ac e c o n ti n u ous
im pro v em ent t o f i n d be tt er loc at i o n f or
th e e v er yd a y l if e s up p or t s e r vic e .
33 . T he s oc i a l s er v i c e pr o v id er of f ers p rog ram m es c ons is te n t wit h t h e
i de nt if ie d n ee ds of i ts c us t om ers an d o bj ec t i v es f or t h e pr ogr am m e.
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A l l pr og ram s ar e ba s ed on p ers o n a l
p la n ( P C P- p er s o na l is ed c ar e p l an) a n d
m eet th e n ee ds of t he c l ie n t .
34 . T he s oc i a l s er v ic e pr o v i der o per at es in d i v i du a l pr oc es s es t h at are dr i ve n
b y th e n e eds of t he p e r s on s er ve d .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
22
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r vic e pr o v i der de l i v er
s er v ic es b as e d o n t he n e eds of t he
pers o ns s er v ed . The In d i v i du a l P la n
(P CP ) is r e v is e d bas e d on t he f ee d b ac k
of t he p er s on s er v e d or by pers o n
rep res e nt at i v e. A ls o d ur i n g the
i nt er v ie ws wa s v a li d a te d t ha t a l l p la ns
ha v e a n i nd i v i du a l a ppr o ac h an d ar e
c arr ie d o ut b y a c r os s f unc ti o na l t eam
wh er e c l i e nt or c li e nt r epr es e nt at i v e is
i nc l u de d as a par t of t he t e am .
35 . T h e s oc i al s e r vic e pr o v id er d oc um ents t he p l a nn i n g of s er v ic e s b as e d o n
th e id e nt if ic a ti o n of in d i vi d ua l n ee ds an d ex pec t at i ons of p ers ons s er ve d i n
an I n d i vi d ua l P la n.
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v id er r ec or d s t he
i de nt if ie d ne e ds a n d e x pec t at i ons of t he
pers o n s er v ed in a n I nd i v i du a l P l an .
T he i n d i vi d u al p l an s c on ta i n t ar g ets ,
work i n g m etho ds and a ls o r es u l ts .
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
eac h I n di v i d ua l P la n is s i gn e d b y t h e
pers o n s er v e d or h is / h er
rep res e nt at i v es .
23
36 . T he s oc i al s er v ic e pr o v i d er i d e nt if i es , d oc um en ts , a nd m a in t ai ns t he k e y
s er v ic e d e l i ver y pr oc es s es t o th e p ers o ns s er v ed in l i n e wi th its vis i o n,
m is s io n s ta t em ent a n d q u al i t y p ol ic y.
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
i de nt if ie d a n d d oc um e nt t h e k e y s er v ic e
de l i v er y pr oc es s es .
37 . T h e s oc i a l s er v ic e pr o v id er r e v ie ws th is de l i v er y pro c es s a nd m aint a i ns
c on tr ol o ver t h e d el i v e r y of th e s er v ic e.
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der m on it ors Fas t ad d it i o n of d i g it a l i ze d d oc um ents
th e p erf or m anc e of th e k e y s er v ic e th at are r el a te d t o th e s er v ic e r eq u ir es
tak i ng t h e d oc um en t m an a gem e nt
de l i v er y pr oc es s es o n r eg u l ar b as is .
pro gr am i n us e i n ne ar b y f u t ure . T h e
In ter n a l a ud i t pr oc e d u r e s of ex is t enc e of th e pr o gr am wo u ld he l p to
c on tr ac t ua l ob l i ga t io ns h e lps t o us e ex p a nd t h e s er v ic es i n t he f ut ur e.
of f th e t ot a l v o lum e of th e c o ntr ac t . T een us eg a s e ot u d d ig i ta l is eer i tu d
dok um en t id e k i ir e l is a nd um in e e e ld a b
l äh em al aj a l d ok um end ih a ld us -
pro gr am m i k as u tus e l e v õt tu . S e l le
o lem as o l u l o n l ih t ne t u l e vik us k a
te g e vus t l a ie n da d a.
24
38 . T he s oc i a l s er v ic e pr o v id er e ns ur es th at the pers o n s er v ed c a n ac c es s a
c on t in u um of s er v ic e s th at s p a n f rom ea rl y i n ter v e nt i o n to s u pp or t a nd
res p o n d t o c h a ng i n g r eq u ir em ents o v er t im e .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r vic e p r o v id er e v a l ua tes
proc es s es of s er v ic e d el i v er y
per i o d ic a l l y t o e ns ur e th at a c o nt i nu um
of s er v ic es is a v a i la b l e a nd ac c es s i b l e
to m eet t h e ne e ds a nd in t er es t of t h e
pers o ns s er v ed .
39 . T he s oc ia l s er v ic e pr o v i d er d e ve l o ps a s eam l es s c o nt i n uum of s er v ic es a nd
red uc es b ar r ier s i n a m ult i - d is c i p li n ar y or m u lt i - ag e nc y s et t in g .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
25
E v al u at i o n on c o nt i nu i n g s er v ic e
de l i v er y is c ar r i ed o ut o n a n an n ua l
bas is . T he s oc i a l s er v ic e pr o v i d er
op er at es s er v ic es c h ar ac t er is e d b y a
m ult id is c i p li n ar y a p pr o ac h to th e
pers o ns s er v ed in t h e ir I nd i v i du a l P l an .
A l l p la ns h a v e a n i n d i vi d ua l ap pr oac h
an d ar e c ar r i ed o ut by a c ros s
f unc t i o na l t eam wher e p er s o n s er v e d or
rep res e nt at i v e of t he per s o n is i nc lu d ed
as a p art of t he t e am .
40 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s er v ic es f rom a h o l is t i c a p pro ac h
bas e d o n t he ne e ds a nd ex p ec ta t io ns of t h e p ers o n s er ve d wit h th e a im of
im pro v i ng t h e qu a l it y of lif e f or t h e pe rs o n s er ve d .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v i der e ns ur es t ha t
qu a l it y of lif e is s p ec i f ic to a n d d ef i ne d
b y eac h pe r s o n a nd f am il y r ec e i v i n g
s er v ic es . T h e ef f ec ti v en es s of q u a li t y of
l if e pr o gram m e is ev a l ua t ed . Du r i n g th e
i nt er v ie w s wi t h th e p er s o n n el a n d wi t h
c l ie n t it was a ls o v a l id at e d .
41 . T h e s oc i al s er v ic e pr o vi d er i d en t if i es t he ne e de d c om pe te nc es , s k il ls
an d s u p por t f or s taf f t o e nh a nc e t h e qu a l it y of lif e f or p ers o n s er v ed .
26
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e pr o v i d er s p ec if i es
an d e v al u at es th e c om pet e nc ies a nd
s k il ls f or s taf f to en h a nc e qu a l it y of l if e
of p ers ons s er ve d .
42 . T h e s oc i a l s er vic e pr o vi d er i de nt if ies i ts bus i n es s r es u l ts a n d pr o vi d es
f orm al p er io d ic a n d i nd e pe n de n t re v i e w a nd pr oc e d ures to ac h ie v e t h e
tar g et ed r es u l ts .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he o rg a nis a ti o n s ho w s c om pl i anc e wi t h
na t io n a l le g is l at i on . T he s oc i a l s er v ic e
pro v i d er m eas ur e an d r ep or t s i ts
perf orm anc e a ga i ns t bus i n es s
obj ec t i v es a nn u a l l y.
43 . T h e s oc i al s er v ic e pr o vi d er i d en t if i es an d re g is t ers t he ou t c om es a n d
be n ef i ts f or p er s o n s er ve d of th e rec e i v e s er v ic es on in d i v i du a l a nd
c o ll ec ti v e b as is .
27
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e p r o v id er c om par es
th e o utc om es of t he I n d i vi d ua l P la n wi t h
th e ac h ie v e d ou tc om e of t h e pr o v i d ed
s er v ic es . T he s oc i a l s er v ic e pr o v id er
e va l u at es t h e ac h i e v ed r es u lts of t h e
obj ec t i v es of eac h I nd i v i du a l P l an .
44 . T he s oc i a l s er v ic e pr o v id er e v a l ua tes its bus i n es s res ul ts i n or der to
de t er m in e b es t va l u e f or purc h as ers an d f u nd ers ( ‘b es t v a lu e ’ c a n a ls o be
ex pr es s e d i n r e la t io n to t h e i nc re as ed qu a l i t y of lif e of f ere d t o th e p ers o n
be i n g s er v ed) .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s e r v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r vic e p r o v id er e v a l ua tes
th e s at is f ac ti o n of pur c h as er s and
f un di n g bo d i es . T h e f ee d bac k is as k ed
an d rec e i v ed .
45 . T h e s oc i a l s er v i c e pr o v i d er e va l ua t e s th e i nd i v i d ua l a nd c o l lec t i ve
s at is f ac t io n of pe r s o n s s er ve d an d ot h er s tak e ho l de rs b y i nt er n a l a n d/ or
ex t er na l e v a l ua t io n.
28
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v i der m eas ur e t h e
s at is f ac t io n of t he p er s ons s er v e d. A n d
rep or t t he s at is f ac t io n r a t in gs of t he
pers o ns s er v e d to th e r el e v an t
s tak e ho l de r s .
46 . T he s oc i a l s e r v ic e pr o v id er p ro v i des ac c es s i b le an d e as il y
un d er s t a nd a b le r ec or ds on o utc om e, i nc l ud i n g p ers o na l p erc e pt i on a n d
ac h i e v em ents
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
reg u l ar l y i nf or m i ng t he ir r es u lts . T he
rep or t on r ec or ds an d o utc om es is
c om m unic a te d to s tak e ho l de r s in
un d ers t a nd a b le f or m a nd la n gu a ge .
47 . T h e s oc i a l s er v ic e pr o v i d er ac t i v el y d is s em in at es org a n is a t io n perf orm anc e
am ong its s t af f , s er v ic e us er s an d ex t ern a l s tak e ho l de rs .
29
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he p ar t of s oc i a l s er v ic e pr o v id er
rep or ts l oc a t ed in h is webs i te . S p ec ia l
par ts its pe r f or m anc e to p ur c h as ers ,
f un di n g b o d ies an d s t af f thr o u g h d ir ec t
c om m unic a ti o n.
48 . T h e s oc ia l s er v i c e pr o v i d er has a s ta n dar d pr oc e d ur e f o r c o nt i nu o us
im pro v em ent on t h e b as is of a n im pr o vem en t c yc l e.
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr o gr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Pr oc e d ur e was i n p la c e a nd pr es e nt e d .
T he r es u l ts of qu a l it y im pr o v em en t
proj ec ts ar e doc um en t ed .
49 The s oc i a l s er v i c e pr o v i der i d en t if i e s perf orm anc e i n d ic at ors f or
m eas ur in g t he r es u l ts of t h e im pro v em ent ac ti o ns .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
30
T he s oc ia l s er v ic e pr o v i der has
es t a bl is h ed per f o r m anc e in d ic at ors f or
m eas ur in g t h e r es u lt s of im pr o v em ent
proj ec ts .
50 . T h e s er v ic e p r o v i der in tr od uc es an d m an a ges in n o va t i ve wa ys of work i ng
th at ha v e b ee n i d en t if i ed bas e d on t h e n ee ds of s tak e ho l d ers .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Dur i n g t h e i nt er v i e ws was va l i da t ed t h at
th e s oc i al s er v ic e pr o v i der is a war e of
th e n e w a n d em er g i ng ne e ds of
s tak e ho l de r s . T he s oc i a l s er v ic e
pro v i d er s e es th e f ut ur e i n of f er i n g m or e
a lt ern a ti v e s er v ic es of i n no v a ti v e wa ys
in supporting living and worki ng
support services .
31
2. Agreed additional development / improvements
< T he ap p l ic a n t d ec i de d o n t he f o l l o wi n g im pro v em en t ac ti o ns a nd / or
ad d it i o na l d e v e lo pm en t f or t h e pe ri o d of t wo ye ars : >
Sho rt d es c ri ptio n of the a cti on s
( in clud ing SM ART ob je ctiv es )
1 T o h a ve c l ie n t de v e l op m ent abs tr ac ts f or i nc r eas i n g of t h e
e va l u at i on of t he lif e q ua l i t y i n l on g er p er io d s of tim e.
K l ie n d i ar e n g u k ok k uvõt te d e l uk va l i te e d i t õ u s u h in d am is ek s
p ik em al per i o od i l .
2 To h a ve i n v o l vem en t ac t i v e l y r e pres e nt at i on of pers o ns
s er ve d .
Kli en di e sind us te k a a sa mi ne a kt iiv se ma l v ii si l.
3 T o hav e s um ma r y d o c um ent m an ag em en t s ys t em .
Ül ev a at l ik u d ok um en dih ald us sü st ee m r ak end am in e.
4
5
6
32
3. Closing remarks
A l l of th e s t af f of ” S A T ar tu Va im s e T er v is e Ho o ld ek es k us ” has r e a ll y p u t a n ef f ort
i nt o im pl em en ti n g t he EQ U AS S As s u ra nc e. A l l of t h e r e la t ed p ar t i es wer e i n v o l ve d
i n th e pr oc es s .
T he s taf f h as wor k ed har d t o im pr o v e t he qu a li t y of th e s er v ic e. D u ri ng t h e
im pl em ent a ti o n of qu a l it y s ys t em s d oc um en t a ti o n pr oc e d ures ha v e be e n
arr an g ed . C l ea r c on n ec t i ons be t we en d e v e l op i n g s er v ic es an d im pro v i n g th e l if e
qu a l it y of t he c us t om er s h a v e be e n c r e at e d.
T he s oc ia l s er v ic e pr o v i der s e es a n im p lem e nt at i o n of q u a li t y s ys t em s as an
op p ort u n it y t o im pr o v e t he ir m an ag em en t an d t o r es o l v e c h a ll e ng e s t ha t ar e
c on n ec t e d to t h e ex p a ns io n of th e s er v ic es .
A ud i tor s ees b i g p ot e n ti a l i n s u pp or t in g l i v i n g a nd work i ng s u p po rt s er v ic e
de v e l opm en ts d ep e nd i ng of t he s oc i a l p o li t ic s of th e c o u ntr y. A ud i t or is c o nf i d en t
th at if t h e s t af f wi l l f o l l o w t h e or g a n i za t io n m is s i on , v a lu es a n d et h i c s , t h e i nc r eas e
of s er v ic es d o n ot h ar m the q u al i t y.
Af t er v er if ic at i on of t he i n d ic a t or s dur i n g t he s i t e v is it , r e vi e wi n g doc um en ta t io n,
c on d uc t i ng s e v er a l i nt er v ie ws wit h c l ie n ts , e m plo ye es a nd s t ak e ho l d ers , t he a ud i tor
reac h e d t o c onc l us io n t h at th e c r i ter i a ’s f or qu a l it y as s ura nc e of th e E ur op e an
Q u al i t y f or S oc i a l s er v ic es wer e f u ll y m e t.
T he s oc ia l s er v ic e pr o v i der s t af f a l wa ys f o un d t im e t o i nt er ac t wit h au d it or d ur i ng
th e t wo d a ys h e v is it e d th em . I n c o nc lus i o n th e a ud i to r t h a nk s a ll s taf f f or t he ir
c oo p er at i on in c o n duc t i ng t h e au d it .
K ok k uvõt t ek s
K og u S A T ar t u V a im s e T er vis e H oo l d us k es k us e k o l lek t ii v on t õs is e l t p in g ut an u d
EQ U AS S k v al i te e d is er tif ik aa d i ta ot l em is e l . S e ll es s e pr ots es s i k a as at i k õik
as u t us e g a s eo t ud os a po o l ed .
K v al i te e d i p ar a n dam is e os as on t e en us e os u taj a tö ö ta n ud p õ he n d u nu l t a as t a id .
K v al i te e d is üs t eem i r ak en d am is e k äi gus on v i im s el a as t a l k orras tu n ud
dok um en ta ts io o n j a as j aaj am is k or d. L o o du d on s el g ed s eos e d te e n us t e ar en d am is e
j a k l ie n d i e luk v a l it e ed i p ar an em is e va h e l.
33
T een us e os ut aj a n ä eb k va li t ee d is üs t eem i rak en d am is es võ im al us t p ara n d ad a om a
j uh t im is pr ots es s e j a l a he n da d a te e nu s t e h ul g a s u ure n dam is eg a s e o tu d v ä lj a -
k uts e id .
A ud i it or n ä eb v õim a lu s i l a ie n da d a to e ta t ud e lam is e j a tö öt am is e t oe t am is e
te e nus e id lä h tu v a lt r i i g i s ots i aa l p ol i i t ik as t. A ud i it or o n k in de l et k u i pers o n al j ä äb
j ätk u va l t as ut us e m is s i oo n i le , v ä ärt us t e l e j a om ak s võ et ud ee t il is te l e pr in ts i ip i d el e
k ind l ak s , e i la n ge k a t ee n us t e h u lg a s u ur en e m is el k va l i te et .
P ea l e k v a l it e ed i i nd ik a at or it e t u vas tam is t, t ut v um is t d ok um ent ats i o on i g a, k li e nt i de ,
tö öt aj at e j a k o lm an da t e os ap o ol t eg a p e et ud i nt er vj u us i d on au d i it o r j õ ud n u d
j äre l d us e l e et as u tus v as t a b EQ U AS S´ i k rit e e ri um id el e .
As ut us e per s o na l le i d i s 2 p ä e va j o ok s u l a la t i a e ga s u h e ld a a u di i tor i ga . L õp et us ek s
tä n ab a u d ii t or k o gu p e r s on a l i k o os t ö ö ees t a ud i t i l äb i v i im is e l.
34
St a ad i o n i 52 , 5 10 0 8 T ar t u. 25 - 1 1- 20 1 3
Ra i n S e pp i ng
35