EQUASS ASSURANCE
AUDIT REPORT
Site visit: 25.11-26.11.2013
AS Hoolekandet eenused Tartu Kaunase Kodu
Air i Mark
© 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 AS H ool e ka nd ete en u se d T a rtu K aun a se K odu
se rv i c e p rov id er
Ad d re s s:
Kau na s e p st 8 1 - 1 T a r tu
E st on ia
Po st bo x: 50 7 08
P er so n re sp on sib le M aarj a M ändm aa
(C EO ) :
Cont ac t p e rs on: Ar i a Jü rg ens oo
Pho ne: + 37 2 5 3 0 94 89 1
Fa x:
E- m a il: ka un as e@ hoo le k and ete en us ed .e e
W eb s ite: ht t p: / /w w w .hool ek an det ee nu sed . ee /t art u/
Na me of Au dit o r: Ai r i M ar k
Dat e s of aud it : 25 . 11- 2 6. 1 1. 20 1 3
Cli en ts: Num ber of p ers on s er v ed : 33
As of ( d at e): m ont h (O c to b er 20 1 3)
St aff: Num ber of Fu l l t im e s t af f :4
Num ber of P ar t t im e s t af f : 2
Num ber of C on tr ac t e d s taf f : 1
A lt er na t i ve (m il i ta r y) s er v ic e , f u n d ed b y D ef e nc e
Res o urc es Ag e nc y
Num ber of vo l un t eers (if ap p l ic a b l e) : Sh ort - t i m e
par t ic ip a ti o n i n 2 01 2 d ue t o l ac k of s p ac e a n d
2
20 1 3 t wo s t ud e nts . T wo ar e c om in g s o on . No
s e lf - i ni t i at ed s earc h f o r vo l un t eers .
S erv ic e s: Sup po rtin g ev e r yd a y lif e; sup po rt ed w or k i ng;
supp or ted l iv in g; liv i ng i n t he c omm uni t y; in
hom e se rv i c e .
Ac c om m oda t io n a nd c at er in g i nc l ud e d i n s er v ic e,
e lec tr ic c ar f or s er v in g t he c l ie nts , or g an i ze d f ree
tim e ac t i v i ti es .
3
2. Audit program
Da y 1
T ime Ac t iv it y
9. 0 0- 9 .3 0 O p en i ng m ee ti n g , pr es en t at i on of t he a u d it p roc es s
9. 3 0 – 1 2. 30 Ins p ec t i on of d oc um e n t s
12 . 30 – 13 .0 0 Lu nc h
13 . 45- 1 4. 3 0 In ter v i e w wi t h Q u a l it y M a na g er
14 . 30- 1 4 .4 5 No tes an d d oc um e nt at i on re v i e w
14 . 45- 1 5. 3 0 In ter v i e w wi t h pers o n n e l gro u p N o 1
15 . 30 - 1 5 .4 5 No tes an d d oc um e nt at i on re v i e w
15 . 45- 1 6. 3 0 In ter v i e w wi t h c l ie n t gr ou p No 1
16 . 30- 1 6. 4 5 No tes an d d oc um e nt at i on re v i e w
16 . 45- 1 7. 3 0 S it e v is it i n t h e ap ar te m ent
Da y 2
T ime Ac t iv it y
9. 0 0- 9. 4 5 In ter v i e w wi t h F u nd er ( Es to n ia n N at i on a l S o c i al I ns ur anc e
B oar d)
9. 4 5- 1 0. 0 0 No tes an d d oc um e nt at i on re v i e w
10 . 00- 1 0. 4 5 In ter v i e w wi t h c l ie n t gr ou p N o 2
10 . 45- 1 1. 0 0 No tes an d d oc um e nt at i on re v i e w
11 . 00- 1 1. 3 0 In ter v i e w wi t h t h e m a i n p art ne r No 1
11 . 30- 1 2. 0 0 No tes an d d oc um e nt at i on re v i e w
12 . 00- 1 2. 1 3. 00 Lu nc h
13 . 00- 1 3. 3 0 In ter v i e w wi t h t h e m a i n p art ne r No 2
13 . 30- 1 4. 0 0 In ter v i e w wi t h m an ag e m ent r e pres e nt at i v e ( d ir e c t or of s er v ic es
i n A S H KT )
14 . 00- 1 4. 3 0 No tes an d d oc um e nt at i on re v i e w
14 . 30 – 15 .1 5 In ter v i e w wi t h pers o n n e l gro u p N o 2
15 . 15- 1 6. 0 0 No tes an d d oc um e nt at i on re v i e w
16 . 00- 1 7. 0 0 Cl os i ng m eet i n g an d f ee d bac k
4
3. Detailed feedback on performance
Remark: the social ser vices provide d by Kaunase Kodu is one of 2 5
homes in AS Hoolek andeteenused .
1. The social ser vice provider def ines documents and implements its
vision and mission values on ser vice provision.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
pre p ar ed d oc um en ts wh er e is c l e ar l y
des c r i b ed its v is i o n an d m is s io n on
s er v ic e pro v is i on . C o nt ac t e d i nt er v i e ws
wi t h s t af f , c l ie nts , em pl o ye es and
ex t er na l c us t om er s r ec e i v ed
c onf irm at io n t h at t h e y k no w t he v is i on ,
m is s io n a nd c or p or at e v a l ues .
2. The social ser vice provider def ines, documents, and implements its
qualit y policy by determini ng long term qualit y goals, and its
commitment to cont inuous improvement.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
5
A S Ho o lek a nd e te e nus ed ( H KT ) o v er a ll
qu a l it y h an d bo ok ( “ qu a l it y m a na g er”,
pres e nt e d in ex ter n al we bs it e /
hom ep a g e) an d a n i nt er na l d oc um e nt
“m is s io n, v a l ues , v is i on a nd s tr at eg ic
obj ec t i v es f or ye a r 2 01 7” ( pr es e n te d i n
i nt ern a l h om ep ag e) d ef i nes d oc um ents
an d im p lem en ts , w h ic h s e ts ou t th e
v is io n , m is s i on , v al u es and s tr at e g ic
obj ec t i v es . T he s oc i al s er v ic e pr o v i der
has c o nf ir m ed i ts c om m itm ent to
c on t in u ous im pr o v em ent .
T he m is s i o n a nd v is i on a r e pr es en t ed
on t h e of f ic e wa l l.
T he h ea l t h a nd s af e t y i ns tr uc t i on c ar d,
wh ic h i nc lu d es th e m is s io n a n d v is io n ,
ha v e t o be r e a d an d s i gn e d b y ac t i v it y
s up er v is or .
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 he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
6
T he pr oc es s of c o l le c ti n g f e e db ac k is
def in e d i n th e Q u a l it y Ha n db o ok .
A S H KT h as i n it i at e d a d oc um e nt f or
f ee db ac k pr oc ed ur es ( “ f ee d bac k
s ys tem ”) .
T here ar e s e v er a l pos s i bi l i ti es f or g i v i ng
an d c o l l ec t i ng f e ed b a c k . For ex am pl e :
- in hom ep a ge e l e c tr o n ic “ f e e db ac k
bu tt o n”;
- i n c l ie n ts r o om is “ F e e db ac k B ox ”
- e ver yd a y f ee d bac k c o n ver s a ti o ns
an d r ec or d ed S at ur da y gro u p
f ee db ac k m eet i ngs
- s om e s um m a r i es of f e ed b ac k are
pres e nt e d o n we bs it e
Dur i n g t he i nt er v ie ws it was v a l id at e d
th at th e s tak e ho l d er s ha v e op p ort u n it y
to g i v e f ee d bac k .
4. T h e s oc i a l s er v ic e pr o v i d er inf o rm s al l s tak e ho l de rs a b ou t t h e of f er ed
pro gr am m es a n d s er v i c es a v ai l a bl e .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
7
T he s oc ia l s er v ic e pr o v id er i nf or m s its
s tak e ho l de r s a b ou t pr o gr am m es an d
s er v ic es a v a i la b le thr o ug h s e v era l
c ha n ne ls , f o r ex am p le :
- hom ep a g e ( i nt er na l a n d ex t er na l)
- de v e l opm en t and s tra te g y
doc um en t
- ora l i nf or m at io n f or c l i e nts ,
s tak e ho l de r s an d p ar t ner s
- bo ok l ets
- c us t om er f i l e a nd s e r v ic e f i l e
Dur i n g t he i n ter v i e ws an d pr ot oc ols
c onf irm at io n was r ec e i v e d th at a ll
re le v a nt i nf or m at io n was pr es e nt e d t o
a ll in t eres t ed p ar ti es .
5. T he s oc i a l s er v ic e pr o v i der m an ag em en t es t a bl is h es a nd d oc um ents an
an n ua l p l a nn i n g an d r e v ie w pr oc es s .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
8
T he a nn u a l p la n n in g an d t he r e v ie w
proc es s is d oc um en t ed i n th e Q u al i t y
Ha n db o ok . T her e is c l ear l y d ef i n ed h o w
th e pr oc es s is c on d uc t e d . A u d it
e v id e nc e is p r es e nt ed as a wh o le , t he re
is a c om pr e he ns i v e a nd c om p le t e work
p la n.
6. T he p l a n i nc lu d es :
an n ua l o u tc om es / tar ge ts
th e ac ti v i t ies t o b e u n der t ak en i n ac h ie v i n g th e a nn u a l tar g ets
m onit or i ng of th e pe rf orm anc e of t he or g an is at i o n i n m eet in g its
an n ua l t ar ge ts
tim e- s c al es a n d pr oc e dur es f or r e v i e w a n d r e v is i o n.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
9
A nn u a l wor k p l an f or K a un as e Ko d u is
bas e d o n th e wo r k p la n of A S H KT .
T he s oc i al s er v ic e pr o v i der an n ua l work
p la n is pr ep ar ed a c c or d i n g to th e
an n ua l wor k p l an of A S H KT . T h e work
p la n of AS H KT is gr o un d ed on a
doc um en t “ M is s io n, v a lu es , v is i o n an d
s tra te g ic o bj e c t i ves f o r ye ar 2 0 17”
T he Ka u nas e K od u an n ua l wo r k pl a n
i nc l u de d : obj ec t i v es , s uc c es s f ac t ors ,
m eas ur em ent i nd ic at or s , tar g et le v e l ,
res p o ns ib i l it y, t e am , p l an n ed a nd ac tu a l
i nd ic at ors . T he m an ag em ent of A S H KT
ap pr o v e th e pl a n a n d wi l l e v a l ua te th e
res u l ts .
7. T h e s oc i a l s er v ic e p r o v i der d em ons tr at es org a n is a t io n ’s s uc c es s i n
s at is f yi n g th e n e eds a nd ex p ec t a ti o ns of t h e s oc i et y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
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 a nd s o A S C l ie n ts have ex pr e s s ed a wi s h to
HKT c o l l ec ts f ee d ba c k f r om c li en ts , par t ic ip a te ac t i ve l y in f r ee t im e
gu ar d ia ns , s t af f , f u nd er an d m a in c o - ac t i v it i es as s p orts , m us i c , b ut ar e
par t ners . T h e f e e db ac k is g i v en b ot h i n l im ite d t o t he ir l ac k of th eir m on et ar y
v erb a l an d wr i tt e n. T her e is pr o of of res o urc es .
org a n is a t io ns s uc c es s in s at is f yi n g t he
ne e ds a nd ex p ec t at i o n s of th e s oc i et y. T here n ot e n ou g h s ep ar at e r o om s to
f urn is h t h em f or a c t i v it i es ( i. e . s po rts ) .
Dur i n g th e a u d it I f oun d pr o of on
Im pro vem e nt pr op os a l is t o f i n d en o ug h
s at is f yi n g t h es e n ee ds and m eet i ng
c l ie n ts ’ ex p ec ta t io ns . For ex am pl e t he f ree s p ac e, wh ic h the n wo u ld be
f urn is h e d wi th e as i er s p or t in g an d
c l ie n ts wa nt e d m or e s oc i al ac t i v it i es
tra i n in g e q ui pm en t .
an d t he y have po s s i bi l i t y to v is i t
c i nem as and par t ic i pa te in s po rts
K l ie n d id o n a va l d an u d s oo v i t eg e le d a
c om pet i ti o n.
ak ti i vs em alt v a ba aj a s is us t am is e ga , nt
s por t, m uus ik a, k u id s e ll is e id võ im a lus i
p iir a b k li e nt i de r ah a l i ne s ei s . Sam ut i e i
o le t ee n us e os u tam is e k oh as p i is a va l t
ruum e, et s is us ta da er a ld i r u um
s ots i aa ls et ek s t e ge v us tek s (n t
s por t im is ek s ) .
Et t ep a nek on l ei d a lis ar uum , m is
s is us t ad a l i hts am at e s por d i v ah e nd i te g a.
8. T h e s oc i al s er v ic e pr o v i d er dem o ns tr at es or ga n is at i on ’s s oc i a l res p o ns ib i l it y
thr o ug h ac t i vi t ies c on t r i bu t in g t o th e s oc i et y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
11
T here was c l e ar pr o of of or g a n is a t io n`s
s uc c es s in c on tr ib u ti o n to t h e s oc ie t y.
T he m ain c o n tr i b ut i o n c om es thr o ug h
th e c li e nts ’ j obs ac t i v i t y a n d l i vi n g in th e
s am e ho us e in the c om m unit y. It
m odif i es t h e a tt it u de s of s oc i et y a nd
i nt egr a te s the c l i en ts i nt o the
c om m uni t y. T h e y ha v e a p l an t o s t art
work i n g in a n im al s h e lt er i n 2 01 4 ( p o in t
4 d e ve l opm e nt ) .
T he ac t i v e c o n tr i b ut i on i n g en er a ll y i s
rec o g n i ze d i n A S H KT r ep or t in g .
9. T h e s oc i a l s er v ic e pr o v i d er h as a s t af f rec r ui tm ent a nd r e te n ti o n p o l ic y
th at pr om otes t he s e lec t io n of q ua l if i e d pe rs o n ne l b as e d o n r eq u ir ed
k no wle d ge , s k i l ls a n d c om pet e nc es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
12
A S H KT h as a s t af f r ec r ui tm en t a n d
s e lec t io n po l ic y wr it te n in t he ir Q u a l it y
Ha n db o ok an d i nt er n a l d oc um ents , f or
ex am p le “ P er s o nn e l r ec r u itm e nt ,
org a n i za t io n a l en tr y an d ex i t po l ic i es ” .
T he po l ic y c o ns is ts of p r i nc i pl es f or
rec r ui tm ent a nd des c r i bes s hor t l y t he
proc es s of r ec r u i tm ent . St af f ( ac t i v i t y
s up er v is ors ) is c hos e n b as e d o n t h e i r
c om pet e nc e , s k i l ls a nd pr e v i ous work
ex p er i enc e . R ec r u itm en t is b as e d on
eq u a l o p por tu n it i es an d is n o n-
d is c rim i na t i ve .
10 . T h e s oc i al s e r vi c e pr o vi d er o per a tes i n c om pl i a nc e wi th m anda t or y
na t io n a l le g is l at i on , pr o v id i ng a p pr opr i at e w ork in g c o nd i t io ns , a d e qu a te a n d
agr e e d s t af f le v el a n d s t af f rat io , a n d a p p rop ri a te r e war d in g f or s taf f an d
v o lu nt e er s .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
13
A S H KT d oc um ents ar e i n c om pl i anc e In ter v i e ws h a ve s h o wn t ha t u p t o to d a y
wi t h n at i on a l le g is l at i on a nd pr es e nt e d v er y f e w v ol u nt e ers wer e p ar tic i p at i ng
on th e hom e pa g e m eant f or o pe n du e t o t h e l ac k of room s pac e . A t t he
ac c es s a nd i n in tr an et f or em pl o ye es f or s am e t im e t he m an ag em ent h as i nt er es t
i nt ern a l us e. to as k vo l un t eers t o p ar t ic ip a te o uts i d e
th e of f ic i al r o om s (as c h ap er o ns on
T he s oc ia l s e r vic e pr o v i d er h as th e s oc ia l e v e nts ) .
po l ic y f or ac k no wl e d g i ng s t af f ( ac t i vi t y
s up er v is or) an d v o l un t eer s . T h is is Im pro vem e nt pr o pos a l is to ac t i va t e
des c r i b ed in Q ua l i t y Ha n db o ok , i n ter n a l work wi th vo l u nt e ers .
reg u l at i on d oc um ents a nd the h ea l th
In ter vj u ud es s e l gus , et s e n i o n v ä ga
an d s af e t y i ns t r u c ti o n c ar d f or
v äh e k aas at u d v a ba ta ht l ik k e, pe am is e lt
em pl o ye es .
ruum i pu u dus e t õ tt u. S am as on o lem as
St af f m em ber s ar e r e c og n is ed i n m an y j uh tk on na t ah e l e i da v a ba t ah t l ik k e
wa ys , f or ex am pl e thr ou g h of f ere d k lie n ti d eg a k o du v ä l is ek s te ge l em is ek s
tra i n in g p os s i bi l i t ies , j o in t e v e nts , (s aa tj ak s k u lt uur i ür it u s te l j n e).
f lex i bl e wor k i n g c on d it i o ns ,
Et t ep a nek on ak ti v is e eri d a tö ö d
m anag em en t's wr it te n ac k no wl e d gm ent ,
v ab a ta ht l ik eg a .
m onet ar y r ec og n it i on f or o u ts t an d i ng a n
res u l ts i n wo r k .
W ork plac e r is k as s es s m ent s ys tem is i n
p lac e a nd r e v i e we d per i o d ic a l l y. St af f
m em bers ( ac t i v it y s up er v is or s ) s i g n t he
ris k as s es s m en t doc u m ents ( t h e h e a lt h
an d s af e t y i ns t r uc ti o n c ar d ) f or
em pl o ye es t o s ho w t h e ir u nd er s ta n d in g
of it.
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.
14
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T here is a T r a i ni n g P la n t h at inc l u des
a ll th e nec es s ar y c our s es . AS H KT
c oor d i na t e th e tr a i n in gs a nd tak es in t o
ac c o u nt th e ne e ds an d wis h es of
em pl o ye es . St a tis t ic s i s a v a i la b le .
P art ic i pa nt t o t h e tr a in i ng pr o gr am m e
wi l l d o i n - ho us e tr ai n i ng f or o th er 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 he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur an c e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
15
All th e s p ec i a lis ts in K a un as e K o du It wo u ld be ad v is a b le to wr it e th e
ha v e a j o b des c r i pt i o n t h at c ons is ts of pro t oc o ls of s t af f m eet in gs m or e
req u ir em ents for wor k i n g in t h at i nf orm at i ve a n d s im il a r t o c l ie n t m eet i n g
par t ic u l ar p os it i o n. pro t oc o ls .
Com pe te nc e of s t af f is d is c us s e d a nd S oo v i tus k o os t a da t ö öt aj a t e k oos o lek u
e va l u at ed r e g ul ar l y, f or ex am pl e du ri n g pro t ok ol l i d inf orm ati i v s em alt , s ar nas e lt
m onth l y m ee t in gs a n d onc e a ye ar i n k lie n ti d e k o os o l ek u pr ot ok ol l i de g a.
pers o n al de v e lo pm en t bo ar d.
Dur i n g t he i nt er v ie ws it was v a l id at e d
th at s t af f ( ac t i vi t y s up er v is or s ) is
f am ili ar wit h t he r eq u ir em ents f or
c om pet e nc e s a nd als o wi t h t he
e va l u at i on p r oc es s .
13 . T he s oc i a l s er v ic e pr o v id er r ec o g n is e s th e s taf f as a r es ourc e f or
f ee db ac k on or ga n is at i on a l perf orm anc e , s er v ic e d e ve l o pm ent an d s taf f
de v e l opm en t
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
16
In v o l vem e nt of s ta f f m em bers in
org a n is a t io n ’s p l a nn i n g a n d m oni t ori n g
proc es s is r eg u la t ed by t he Q ua l it y
Ha n db o ok an d o th er i n ter n a l
doc um en ts .
St af f m em ber s c an g i v e t h ei r in p ut to
an n ua l p la n ni n g, m on i tor i ng a nd r e v ie w
proc es s , f or ex am p le : s at is f ac t io n
(f ee db ac k ) s ur ve y; i n pr e p ar at i on of th e
work p l an ; d if f er e n t m eet i n gs f or
c o ll e ag u es a nd m an ag em ent .
14. The social ser vice provider has mechanisms in place to enhance
satisf action and mot ivat ion of staff
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
17
Ac t i v i t y s up er v is or s ar e pr o v i d ed wi th
c on t in u ous f e e d bac k an d t h e ir o p in i o ns
are r es p ec te d.
St af f S at is f ac t io n S ur v e y is c a r r ie d ou t
to ge t f ee d bac k f r om s taf f ab ou t t h eir
s at is f ac t io n a nd m ot i v at i on .
Dur i n g t he i nt er v ie ws t he ac t i v it y
s up er v is ors c o nf ir m ed th e ir m ot i va t io ns
an d bro u gh t as an ex am p le of f ere d
tra i n in g p os s i bi l i t ies , f lex ib l e work in g
c on d it i o ns , m on et ar y r ec o g n it i on for
s pec i a l an d i n te ns i ve wor k r es u l ts a nd
j oi n t e ve n ts .
15 . T h e s oc i a l s e r vi c e p ro v i de r as s ur es th e r i gh ts of p ers o ns s e r ve d
ou t l in e d in a Ch ar ter of R ig h ts wh ic h is bas e d on t he E U C har t er of
Fu nd am en ta l Ri g hts , t he E ur op e an C on v e nt i on f o r t he Pr ot ec t io n of Hum an
Ri g hts a n d Fu n dam e nt a l Fre e dom s of the Cou nc i l of E uro p e an d o th er
i nt er n a ti o n al h um an r i gh ts c on v e nt i ons , es p ec ia l l y t h os e e l ab or at ed u nd er
th e U ni t ed N at i o ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
18
K au n as e Ko d u wi l l f o l l o w h um an r i g hts T here was a s m al l p ro b lem wit h a c l ie n t
c on v e nt i ons . T h es e r i gh ts ar e p r o v i de d wh o to ok t he i nf or m atio n m e an t to
in Q u al i t y Ha n db o ok a nd i n ter n a l c l ie n ts ( c us t om er f il e ) in to his pe rs o n al
doc um en t “ T he c l i e nt ’s f un d am ent a l room a nd k e pt i t s o th e s t af f h ad to
ri gh ts a nd r es tr ic ti o ns at a c ar e h om e. ” ren e w it s e ver a l t im es .
Inf orm at i o n a bo ut th e r i g hts and T ööt aj a te l o l i v e i di p r ob l e em ik s k lie nd i
r es p o ns ib i l it i es was pr es e nt e d i n t he k äit um in e, k es v õ tt i s m itm eid k ord i
c l ie n t ’s r es t r o om . k lie n ti d e le m õe l d ud inf orm ats io o ni
(k lie n d im ap i) is ik l ik k u ruum i j a s e da e i
Dur i n g the i nt er v ie ws it was a ls o ta g as t an u d, m i s tõ t tu t u li seda
v a li d at e d t h at s taf f an d c l i en ts are
i nf orm at io o ni p id e v a lt uu es ti v ä lj a
a war e of t h e c ha r t er of r ig hts .
pa n na .
16 . T h e s oc i a l s er v ic e pr o v i d er inf orm s th e pers o n s er ve d a bo ut h is / h er
ri gh ts a nd d ut i es es pe c i al l y t o eq u a l tre atm e nt o n gr ou n ds of a g e, d is a b i li t y,
ge n de r , r ac e , r e l ig i o n or be l i ef an d s ex u al or ie nt a ti o n b ef or e rec e i vi n g t he
s er v ic es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
19
K au n as e K od u ac t i v it y s up er v is ors
i nf orm s s er v ic e us er s , g ua r d i ans a nd
em pl o yers a b ou t t h eir r i gh ts a n d du t ies
dur i n g t he f ir s t m ee t in g a n d t he s er v ic e
us ers i n e v er y we ek i n t he ir f e e db ac k
m eeti n gs .
Ri g hts a nd d u ti es ar e a ls o s h o wn i n t h e
c om m on r es t r oom .
Dur i n g th e in ter v i e ws an d r e ad i n g t he
m eeti n g pr o toc o ls it was v a li d at e d t ha t
s er v ic e us er s an d s t a k eho l der s are we l l
a war e of t h e ir r i gh ts a nd du t ies .
17 . T he s oc i a l s er v i c e pr o v id er h as ac c es s ib l e c om pl a i nt m ana g em ent
s ys tem wh ic h r e gis t e r s f ee d bac k o n perf orm anc e f rom pers o n s s er v ed ,
purc h as er s an d o th er r e le v a nt s t ak eh o ld ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
20
A S H KT f ee d bac k s ys tem is r e g u la te d
an d wo r k in g ( Q u a li t y Ha n d bo ok ;
f ee db ac k but t on in ho m epag e ; f ee d bac k
box in c l ie nts r o om ) . T he f e e db ac k
an a l ys es is be i n g c ar r i ed ou t b y s taf f of
K au n as e K o du a nd t he A S H KT to o.
T here is a s p ec ia l d e ve l o pe d f orm to
g i ve f e ed b ac k .
St ak eh o l der s ar e a wa r e of t h e r i gh t to
s ubm it a c l a im . D ur i ng t he t wo ye ar
per i o d m os t c la im s a nd pr o bl em s wer e
s o l ve d i n d is c us s i o ns .
18 . T h e s oc i a l s er v ic e pr o vi d er res p ec ts t he f u nd am en ta l r ig h t t o s e lf -
de t er m in at i on of t h e per s o n s er ve d . T he y f ree l y de te rm ine t he ir po l i t ic a l
s ta tus an d f r ee l y p ur s ue t h e ir ec on om ic , s oc i al an d c u lt ur a l d e ve l o pm ent .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
21
A r i g ht to s elf - de t er m in at i on is
reg u l at e d wit h Q u a li t y H a nd b ook ,
i nt ern a l d oc um en ts “ S er v ic e O p er at i ng
Pr oc e d ur es ” a n d “ C us tom er R i gh ts an d
Res tr ic t i ons on we lf ar e s er v ic es ” .
Ri g ht to s e lf - d et er m inat i o n is a ls o
d is c us s e d wh en c li e n t is en te r i n g th e
s er v ic e - d ur i ng t h e e v a lu at i o n proc es s
an d f ee d bac k m ee ti n g s .
E v al u at i o n on s e lf - d et er m in at i on is
c arr ie d ou t t hr o u gh f ee d bac k m eet in gs
an d m on it or in g of c om p la i nts .
19 . T he s oc i a l s er v ic e pr o v i der f ac i l i ta t es th e pers o n s er v e d in c ho os i ng
an d h a v in g ac c es s t o ad v oc at es a nd / or s u pp ort i ng pers o ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
22
Doc um en ts t ha t r e g u l at e Ka u nas e K od u
(A S H KT ) pr oc es s he l p in g pe rs o ns
s er ve d to find a d v oc a t es /s up p ort i n g
pers o ns ar e in Q ua l i t y Ha n db o ok ,
i nt ern a l d oc um e nts “ S er v ic e o p era t in g
proc e d ures ” an d s u pp or t p er s o ns l is t .
Ri g ht to s e lf - d et er m inat i o n is a ls o
d is c us s e d wh en c li e n t is en te r i n g th e
s er v ic e - dur i n g th e e v a lu at i o n pr oc es s .
S up p ort i ng e v i d enc es ar e d oc um ents of
A S H KT m ana g em ent i n m eet i ngs a nd
an n ua l s em in ar s and K a un as e Ko d u
c l ie n ts m ee t in gs pr ot o c o ls .
20 . T h e s oc ia l s er v ic e pr o v i d er def in es a n d doc um en ts its p o l ic y o n et h ic s
th at r es p ec ts a nd as s ur es th e d i gn i t y of th e p ers o ns s er v e d, pro tec ts th em
f rom un du e r is k an d pr om otes s oc i a l j us t ic e
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
23
P ol ic y o n E t hic s is pr es e n te d in Q u a li t y
Ha n db o ok and t h e i n ter n al doc um en ts ,
f or ex am p le c o de of et hic s f or
em pl o ye e .
T he inf orm ati o n of em p lo ye e t ak e pl ac e
un d er t h e g u i da nc e of s taf f ( T he he a lt h
an d s af et y i ns tr uc ti o n card f r om
em pl o ye es ) .
Dur i n g th e i nt er v ie ws an d pr o toc o ls was
v a li d at e d th a t s taf f a nd c l ie n ts k no ws
th e p o lic y o n e t hic s .
21 . T he s oc ia l s e r vic e pr o v id er op er at es m ec han is m s wh ic h pr e ve n t th e
ph ys ic a l, m ent a l a nd f i na nc i al ab us e of u s ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
24
K au n as e K od u ( an d AS H KT ) h as
doc um en te d p o l ic ies an d pr oc e dur 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 ns s er v ed in t h e ir Q u al i t y
Ha n db o ok an d in th e ir i n ter n a l
doc um en ts , f or ex am pl e:
- op er at i n g p r oc e dur e s f or the
pro v is i o n of s er v ic es
- Cus tom er R ig h ts an d Res tr ic t i ons
on s oc i a l we lf ar e s er v i c es
- D eb i t c ar d , a nd c as h
m anag em en t ar r a ng e m ents
- K au n as K od u R u les of Pr oc e dur e
In ter n a l wor k pr oc ed u r es ar e m an da t or y
to a l l s t af f m em ber s . A l l s taf f m em bers
s i gn th e d oc um ent “ T he h e al t h a nd
s af et y i ns tr uc t i o n c ar d f or Em p lo ye e s ”
wh ic h c o nf ir m s th at t h e y r es pec t am on g
ot h er th i n gs t h es e pr o c ed ur es .
K au n as e K od u ev a l ua tes the
ef f ec t i ve n es s of its po l ic y to pr e ve n t
ph ys ic a l, m en t a l a n d f in anc i a l ab us e of
pers o ns t hr o u gh f e ed b ac k m eet in gs a n d
s taf f m eeti n gs ( p r o toc o ls , onc e in
qu ar ter) .
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 .
25
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
AS H KT ( Ka u nas e K od u wi l l f o l l o w)
has pu b l is h e d m an y d oc um ents to
reg u l at e t he s ys t em , f or ex am pl e:
- or g an i zi n g en v ir o nm en t al wor k
- ag e nd a ho w a v o i d or r e d uc e r is k s to
work ers ' h e a lt h
- g u id e l in e f or r es o l v in g pr o bl em at ic
be h a v ior
T he em pl o ye e s s i g n t ha t t h e y k no w a l l
reg u l at i ons .
Dur i n g th e i nt er v ie ws an d pr o toc o ls was
v a li d at e d t h at s taf f k no ws th e i nt er na l
reg u l at i ons .
23 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
a s e t of pr inc i p les , v a l ues a nd pr oc e d ur es t ha t go v er n b e ha v i o ur i n s er v ic e
de l i v er y c o nt a in i n g as p ec ts of c o nf i d en ti a l it y, ac c u rac y, pr i v ac y an d
i nt egr i t y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
26
S oc i a l s er v ic e us er h as d oc um ent e d its
Co d e of E th ic s as par t of Q u a l it y
Ha n db o ok an d o th er i n ter n a l
doc um en ts . Pr ot oc ols of St af f m eet in gs ,
wh er e all th e r e l e v an t t o p ic s a re
i ntr od uc e d and d is c us s e d , we re
pres e nt e d.
24 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
proc e d ur es f or as s ur i n g c o nf i d en t ia l it y of d at a re g ard i n g t he pe rs o ns s er v e d
an d t he s er v ic e pr o v i d ed t o t hem .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
27
T he s oc ia l s er v ic e us e r doc um e nt ed its
Da ta Pr o tec t io n an d Pr oc es s i n g P o l ic y
i n t h ei r Q ua l it y H a nd bo ok a nd i n ter n a l
doc um en ts , f or ex am pl e
- th e G ui d e f or c om p il i n g p ers o n a l
f il es of c l ie n ts
- Co d e of C o nd uc t ;
- Cus tom er R ig h ts an d Res tr ic t i ons
on we lf ar e s er v ic es
Dur i n g t h e i nt er v i e ws was v a li d at e d
th at s er v ic e us er s an d r e l at ed
pers o ns ar e we l l a war e of t he ir r ig ht
f or c onf id e nt i al i t y of d at a. T h e y k no w
ho w m a in t ai n i ng t he ir id e nt it y
doc um en ta t io n .
P ol ic i es are r e v ie we d wi th s taf f
m em bers a nd c li e nts r eg u l ar l y.
25 . T h e s oc ia l s er v i c e pr o v i d er def in es th e r o les a n d r es po ns ib i l it i es ,
au t hor i ti es a nd t he i nt er r e la t io n of a l l p ers o n n el wh o m a na g e, d es ig n,
de l i v er , s up p or t a n d e v a lu at e t he s er v ic e pr o v is i o n to pers o n s er v ed .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
28
T he ro l es a nd r e s po ns i bi l i ti es of
m anag em en t ar e de f in ed in Q ua l it y
Ha n db o ok an d a ls o in AS H KT
hom ep a g es ( ex t er na l we bs it e) i n s ec t i on
Cor p ora t e G o ve r n a nc e an d AS H KT
St a tu tes .
Ro l es a nd r es po ns i bi l i ti es of s p ec ia l is ts
wh o c om m unic at e d ir ec t l y wi t h c l i e nts
are d oc um ent e d in j o b des c r i pt i o ns a n d
i ntr od uc e d to c li e nt s in t he ir f irs t
m eeti n g wi t h the s pec i a l is t a nd in
f ee db ac k m eet i ngs .
26 . T h e s oc i a l s er v ic e pr o vi d er work s i n p art ners h i p wi th o th er or g an is at i o ns
i n th e pr o v is io n of s er v ic es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
29
K au n as e K o du is wor k ing i n p ar tn ers h ip
wi t h:
- em p lo ye r s ;
- s oc ia l p ar t n er s , f or ex am p le SA
A gre ns k a F o n d ;
- c om m unit y, r es i de n ts as s oc ia t io n
2. Fu nd i n g A g enc y- T he S oc ia l
Ins ur anc e B o ar d.
A dd e d v al u e of its p ar t n er s h i p is
e va l u at ed r e g ul ar l y by the s t af f
m eeti n gs , m an ag e m ent m eet in gs ,
m eeti n gs wi th em pl o yer s a n d work pl a n
d is c us s i ons .
27 . T h e s oc i a l s er vic e p r o v i de r work s i n p art n ers h i p wi t h p ers o ns s e r ve d,
purc h as er s an d o th er s tak e ho l de rs i n th e d e v e lo pm en t of s er v ic es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
30
K au n as e Ko d u h as g oo d c o nt ac ts wit h
par t ners , pr im ar i l y wi th em pl o ye rs an d
A ge ns k a Fo n d. T he y c om m unic at e a t
l eas t o nc e a we ek to p r o v id e f ee d bac k .
Dur i n g th e i n ter v i e w was c onf ir m ed t ha t
i nf orm at io n ex c h a ng e is h e l pf u l f or b ot h
par t ners .
A S H KT am ou nt of f ee d bac k f r om k e y
par t ners f e e db ac k , i t m ean f r om Soc ia l
Ins ur anc e A g enc y, th e M i nis tr y of Soc i a l
s ur ve ys an d C ha nc e ll o r of J us t ic e .
Fe ed b ac k a na l ys is is s e ar c ha b l e in
hom ep a g es .
Com m unic at i on wi th f ina nc er t ak e s
p lac e t hro u gh t h e A S HKT .
28 . The s oc i a l s er v ic e p ro v i de r inc l ud e s p ers o ns s er v ed as ac t i v e
par t ic ip a nts in p la n n in g a nd h a ve s et u p ap pra is a l m ade up of on - go i n g of
an o n- go i ng s tr uc t ur e d d i a lo g u e pr oc es s in th e m an ag em en t of t h e s er v ic e ,
i nc l u d in g th e d ef i ni t io n of th e n ee ds , t h e d ef i n it i on of t h e s er vic es , as we l l
as of t h e e v al u at i on of q u al i t y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
31
Pr oc es s i n i n d i vi d ua l pl a ns h as b e en
c rea t ed to s ys t e m atic a l l y i n vo l v e
s er v ic e us er s i n as s e s s m ent of n ee ds ,
p la n ni n g of t he s er v ic es an d e v al u at i o n
of t h e s er v ic es .
P ers o ns s er v ed p ar t ic i pa te in
as s es s m e nt of in d i v id ua l n e eds t hro u gh
c l ie n t - s p ec i al is ts m e e ti n gs . Dur i n g t ha t
m eeti n g t h e y d is c us s an d agr e e f ur th er
p la ns a n d ac t i o ns a n d c om pi l e n ee ds -
as s es s m e nt d oc um ent ( i n d i vi d u al pl a n) .
E v al u at i o n of r ec e i v ed s er v ic es is
org a n is e d th e s am e wa y as p l an n i ng
(thr o ug h m eet i n gs ) an d n ee ds
as s es s m e nt d oc um e nt is im pr o ve d
dur i n g th a t pr oc es s .
P ers o ns s er ve d c a n a ls o g i v e f ee db ac k
of rec e i ve d s er v ic es at f e e db ac k
m eeti n gs .
29 . T he s oc i al s er v ic e pr o v id er i ns t it u tes an a nn u a l e v a l ua t io n of
par t ic ip a ti o n of per s o n s s er v e d bo t h o n i nd i v i du a l a nd / or gr ou p b as i s .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
32
In i n d i v id u al pl a n th er e is a pr oc es s f or
i n vo l v em ent s er vic e u s er s . T ha t pr oc es s
is m oni t ore d a n d e v al ua t ed r eg u la rl y on
i nd i v i du a l and gr o u p l e ve l ( f e e db ac k
m eeti n gs pr ot oc ols ) .
S er v ic e Us er S at is f ac t i on Sur v e y is
c arr ie d o ut to e va l u at e th e l e v el of
s at is f ac t io n wi t h p ar t ic i pa t io n a nd
i n vo l v em ent a n d f am il i es ar e i n v ol v e d i n
th at in c as e of n ee d .
S at is f ac ti o n wi th i n v o l vem en t is a ls o
d is c us s e d i n c l ie nts ’ f ee db ac k m eeti n g
e ver y we ek .
30 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s pec if ic i ns tr um ents f o r us ers t o
im pr o v e t he ir pe r s o n a l em po werm e nt a n d pers o na l s it u at i on a nd . t ha t of
th e ir c om m un it y
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Fe ed b ac k a na l ys is , Q u al i t y Ha n db o ok
an d s t af f tr a i ni n gs g i v e f r am e work f or
em po werm en t of s er vi c e us er s .
Ex am pl es of t an g i b le r es u lts on
em po werm en t wer e pr es e nt e d dur i n g
th e c l i en t s i nt er v i e ws .
Cl i e nts M ee t in gs ar e c ar r ie d o ut to
d is c us s t h e ef f ic i e nc y of em po we r m ent .
33
31 . T he s oc i a l s e r v ic e pr o v id er o p er a tes s pec if ic m ec h a n is m s f or
es t a bl is h in g a n em po w er in g e n v iro nm en t.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Em po wer i n g pr i nc ip l e s ar e r e g u la te d i n
d if f ere nt i n ter n a l d oc um en ts . St af f
m em bers ar e tr a i n ed t o s u p por t t h e
em po werm en t of s er vi c e us er s .
Em po werm en t of c l ie n ts is als o
m onit or e d in c o l lec t i v e le v e l t hr o ug h
e va l u at i on s h e ets an a l ys i s .
32 . T he s oc i al s er v ic e pr o v i der s e lec ts pr ogr am m es wh ic h are bas e d o n a
ne e ds as s es s m ent at th e l oc at i on wh ic h i s m os t c o n ve n i en t f o r th e p ers on
s er ve d , f am i l y a nd c a r e tak er s
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
34
K au n as e K od u of f er s s er vic e to al l
po t en t ia l c l i en ts in E s to n ia , t h e c l ie nt
has t h e r i g ht t o c h oos e t h e s er v ic e
pro v i d er.
T he c l i e nt is as s es s ed of c o ng e n ia l i t y
i nt o th e c om m unit y l if e s t yl e .
T artu is e as i l y ac c es s ib l e by pu b l ic
tra ns por t.
K au n as e K o du s u its c l ie n ts who wo u l d
l ik e t o h a v e m or e ac ti v e l if es t yl e , g et
aro u n d by t hem s e l v es , v is i t c u l tu ra l
e ve n ts an d es ta b l is hm en ts .
Ac c ord i n g to f i n anc er t h er e is t he
wa i ti n g l is t f or Ka u nas e K od u s er v ic es .
33 . T he s oc i a l s er v i c e pr o v id er of f ers p rog ram m es c ons is te n t wit h t h e
i de nt if ie d n ee ds of i ts c us t om ers an d o bj ec t i v es f or t h e pr ogr am m e.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
K au n as e Ko d u is f in a nc e d b y A S H KT .
T he f i n anc i a l b ud g et i s pr es en te d a l o ng
wi t h an n ua l wor k p la n. B i g ger proj ec t
are c onf irm ed c e ntr a l l y.
Re ac hi n g t he o bj ec t i v es a n d m eet i ng
th e ne e ds of t he p er s o ns s er v e d is
c on d uc t e d wi t h c l i en ts ’ i n di v i d ua l p l a ns .
35
34 . T he s oc i a l s er v ic e pr o v i der o per at es in d i v i du a l pr oc es s es t h at are dr i ve n
b y th e n e eds of t he p e r s on s er ve d .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Ne e ds of p er s o ns s er v ed ar e d is c us s ed
an d a gr e ed f r om th e m om ent c li e nts are
en t eri n g th e s er v ic e. S er v ic e us er s h a ve
i nd i v i du a l p l a ns wh i c h ar e c om pi le d
ac c or d i ng to t he r eh a b il i ta t io n p la n
ref l ec t i n g t he n ee ds an d obj ec t i v es t o
ge t th e o utc om e. Fo l l o wi ng and
an a l ys in g i n di v i d ua l p la ns is o ng o i ng
proc es s . E v er y c li e nt h as in d i v id u a l
pers o n al ac t i v it y s u pe r v is or , i nf or m at i on
ab o ut i t is o n th e wa l l of t he c om m on
res t r oom .
35 . T h e s oc i al s e r vic e pr o v id er d oc um ents t he p l a nn i n g of s er v ic e s b as e d o n
th e id e nt if ic a ti o n of in d i vi d ua l n ee ds an d ex pec t at i ons of p ers ons s er ve d i n
an I n d i vi d ua l P la n.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
36
S er v ic e us er s ha v e i nd i v i du a l p la ns ,
wh ic h are c om p il e d ac c or d i ng t o t h e
reh a b i li t at i on pl a n. Ind i v i d ua l p l a ns
c ons is t of th e a im s , go a ls , m eas ur ab l e
obj ec t i v es , i nt er v en t io ns and
res p o ns ib l e s t af f m em ber s . I nd i v i du a l
p la n ar e s i g ne d b y a l l par t ies .
All i n di v i d ua l pl a ns ar e k ep t b e hi n d
l oc k ed d o or s a n d c a n b e r e ac he d a n d
rea d o n l y wi t h d es ig n a te d p er s o n n el .
36 . T he s oc i al s er v ic e pr o v i d er i d e nt if i es , d oc um en ts , a nd m a in t ai ns t he k e y
s er v ic e d e l i ver y pr oc es s es t o th e p ers o ns s er v ed in l i n e wi th its vis i o n,
m is s io n s ta t em ent a n d q u al i t y p ol ic y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he k e y s er v ic e d e l i v er y p r oc es s es ar e
i de nt if ie d ( Q u al i t y H an d bo ok , i n ter n a l
reg u l at i ons ) a n d r e v i e we d o n r e g ul ar
bas is .
In te gr at i o n of m is s i o n an d q ua l it y p o l ic y
i nt o th e s er v ic e d e li v er y is e v i d en t a nd
dur i n g t he i nt er v i e ws was v a li d at e d t ha t
s taf f m em ber s ar e we ll a wa r e of t h e
qu a l it y p o l ic y.
37 . T h e s oc i a l s er v ic e pr o v id er r e vi e ws th is d e l i ver y p roc es s a n d m ain t ai ns
c on tr ol o ver t h e d el i v e r y of th e s er v ic e.
37
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A S H KT an d K a un as e K od u m on i tors t h e
perf orm anc e of t he k e y s er v ic e d el i v er y
proc es s es t hr o ug h i nt er na l a ud i ts
(re gu l ar l y). I nt er na l a ud i ts are
d is c us s e d a nd r e v ie w ed i n m ana gem en t
m eeti n gs a nd r ec or d ed ( in t er n a l we b ,
hom ep a g e) .
T he pr oc es s es of s er v ic e is m on it ore d
reg u l ar l y, t he f ac t w as c onf ir m ed b y
l ear n i ng f rom wor k pl an an d m in ut es of
em pl o ye es m eet i ngs .
38 . T he s oc i a l s er v ic e pr o v id er e ns ur es th at the pers o n s er v ed c a n ac c es s a
c on t in u um of s er v ic e s th at s p a n f rom ea rl y i n ter v e nt i o n to s u pp or t a nd
res p o n d t o c h a ng i n g r eq u ir em ents o v er t im e .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
38
T he in d i v id u a l p la ns a nd r e p or ts g i v e
th e o v er v ie w of d e ve l opm en t i n s er v ic e.
A S H KT is c o or d in at i ng t h e pr oc es s es .
For le ar ni n g f r om ex p er ie nc e t he
d irec to rs of s er v ic e c en tr es wi l l h a v e
m eeti n gs a nd m ut ua l a u d its . T he
em pl o ye es h a v e r e gu l ar tr ai n i ngs .
T he f in a nc i n g i n Es t on i a is bas e d o n
an n ua l b u dg e t.
39 . T he s oc ia l s er v ic e pr o v i d er d e ve l o ps a s eam l es s c o nt i n uum of s er v ic es a nd
red uc es b ar r ier s i n a m ult i - d is c i p li n ar y or m u lt i - ag e nc y s et t in g .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
For Ka u n as e K od u id e nt if yi n g and
f in d in g b ar r i er s is a wa y t o m on it or t he
s eam l es s c o nt i nu um o f s er v ic es .
To ens ur e t h is the c l ie n ts all ha v e
i nd i v i du a l p l a ns a n d week l y f e e db ac k b y
s at is f ac t io n s ur v e y.
K au n as e Ko d u of f e r s s er v ic es by
d if f ere nt s p ec ia l is t s e ns ur i n g t h at
m ult id is c i p li n ar y a pp r oac h could be
ap p l ie d . For ex am p le s por t s club
tra i ne rs , ot h er s oc ia l s er v ic e p r o v i de rs
etc .
39
40 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s er v ic es f rom a h o l is t i c a p pro ac h
bas e d o n t he ne e ds a nd ex p ec ta t io ns of t h e p ers o n s er ve d wit h th e a im of
im pro v i ng t h e qu a l it y of lif e f or t h e pe rs o n s er ve d .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Q u al i t y of L if e and m eas ur es of
en h anc i n g Q u a l it y of L if e of s er v ic e
us ers ar e i nt e gr a t ed i nt o per s o n c en tr ed
p la n ni n g ( i n d i v id u al pl a ns , K au n as e
K od u p l ans ) .
In d i v id u al p l a ns ar e m onit or e d, r es u lts
as s es s e d a nd r ep or t 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 .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr o gr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
40
S e ver a l in te r n a l d oc u m ents r e g ul a te th e
hum an r es o ur c es ar e a. T he c h o ic e an d
tra i n in g of p er s o nn e l is c o or d in at e d b y
th e h e ad of HR o d A S H KT as we l l as
th e d irec t or of K a un as e Ko d u. O t her
pers o n ne l ar e a ls o i nc l ud e d.
Sk i lls a nd c om pe te n c i es f or s t af f to
en h anc e q ua l it y of l if e of p ers o ns
s er ve d are d oc u m ente d in job
des c r i pt i o ns . C om pe t enc es of s t af f are
d is c us s e d a nd e va l ua t ed in r eg u l ar
(onc e a ye a r ) s taf f s up er v is io n
m eeti n gs .
T rai ni n g s ys tem g i v es a n o pp or tu n it y t o
be m ore s k il l ed a nd ha v e h i gh er
c om pet e nc es i n or de r to b e a b l e to
s up p ort a n d em po wer s er v ic e us ers .
42 . T h e s oc i a l s er vic e pr o vi d er i de nt if ies i ts bus i n es s r es u l ts a n d pr o vi d es
f orm al p er io d ic a n d i nd e pe n de n t re v i e w a nd pr oc e d ures to ac h ie v e t h e
tar g et ed r es u l ts .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
41
A S H KT pr es e nt s a nn ua l r e por t a u di t ed
by i n de p en d en t a ud i t wh er e s e v er al
c om par at i v e c r i t er i a wi th l as t per i o d
are . A r ep or t a bo u t i m plem en t a t io n of
work p la n is s u bm itt e d t o th e go v er n in g
bo d y a n d d is c us s e d a nn u a ll y on A S H KT
s em in ars .
43 . T h e s oc i al s er v ic e pr o vi d er i d en t if i es an d re g is t ers t he ou t c om es a n d
be n ef i ts f or p er s o n s er ve d of th e rec e i v e s er v ic es on in d i v i du a l a nd
c o ll ec ti v e b as is .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s u r anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A l l c l ie n ts ha v e f i le , wh at is d is c us s e d
wi t h t he c l i e nts an d pe r i o d ic a l l y wi t h
gu ar d ia ns . Fi l e c o ns i s ts of ac t - p la n ne d
ac t i v it i es as we l l as r ep l ac em e nt
ac t i v it i es . Mo n it or i ng is r e gu l ar a n d is
rec o rd e d. C o ll ec ti v e m eet i ngs t ak e
p lac e week l y, r es u lts ar e r ec o r d e d. T he
bu d ge t, le ar nt ac t i v it i es a nd inf o r m ati o n
as wel l as i n d i vi du a l and gr o up
de v e l opm en t is d is c us s ed j o i nt l y.
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) .
42
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
S er v ic e pr o v i der is c o ns ta nt l y
m onit or i ng the r ea s on a b le us e of
c l ie n t’s bu d ge t. T h e pr ic e of s er v ic e is
pres c ri b ed b y s t at e . T he per s o nn e l tr y
to f i nd c h e a per o p ti o ns f or c l ie nt ’s (e -
c i gar et t e, pr e par i n g o wn m ea ls e tc .) .
T he m on it or in g t h e c l ie n t’s b ud g et is
c on tr ol l e d an d d on e r e gu l ar l y a nd is
rep or te d m ont h l y or m or e of t en if
req u ir ed wi th c los e r e l at i v es .
T he in te r vi e ws wi t h f i n a nc er an d
gu ar d ia n c o nf ir m ed t ha t pe r s o n ne l ar e
work i n g h ar d t o f in d th e bes t op t io ns f or
f in d in g r e as o n ab l e pr ic es f or s er v ic es
im pro v i ng t h e qu a l it y of lif e f or c li e nts .
45 . T h e s oc i a l s er v i c e pr o v i d er e va l ua t e s th e i nd i v i d ua l a nd c o l lec t i ve
s at is f ac t io n of pe r s o n s s er ve d an d ot h er s tak e ho l de rs b y i nt er n a l a n d/ or
ex t er na l e v a l ua t io n.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
43
Q u al i t y H a nd b ook a nd ot h er in t ern a l
doc um en ts s et th e pr i nc ip l es f or
as s ur i n g a p pr o pr i at e an d obj ec t i v e
m eas ur em ent of s a tis f ac t i on of
s tak e ho l de r s .
AS H KT has c o nd uc te d s e v er al
s at is f ac t io n s ur v e ys a nd pu b l is he d t hem
par t l y i n i ntr a ne t.
K au n as e K od u is c o nd uc t i n g
s at is f ac t io n s ur v e ys a m ong c l i en ts c l os e
re la t i ves a nd l eg a l gu ar d ia ns and
s e ver a l r es u lts h a ve b ee n dr a wn of
th em .
46 . T he s oc i a l s e r v ic e pr o v id er p ro v i des ac c es s i b le an d e as il y
un d er s t a nd a b le r ec or ds on o utc om e, i nc l ud i n g p ers o na l p erc e pt i on a n d
ac h i e v em ents
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A nn u a l r e por t is ac c es s i b le f or
e ver yb o d y, wor k pl an is d is c us s e d
am ong g o ver n i ng bo d y a nd p er s o n ne l
an d pr es e nt a ti o n t o c l os e r e l at i v es a n d
gu ar d ia ns is r ec or d ed .
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 .
44
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he AS H KT an n ua l r e por t 20 1 2
des c r i b es t h e ac t io n a nd r es u lts . R e por t
is o p e nl y ac c es s ib l e to e ve r yo n e o n
hom e pa g e as we l l as s t a te r e g is tr y.
T he ac t i ons by K au n as e Ko d u is
rep or te d an d r ef l ec t e d on hom e pa g e b y
ph o tos a n d tex ts .
In prem is es of K a un a s e K o du th er e ar e
i nf orm at io n ab o ut e ve n ts and
ac c om p l is hm en ts . T h is i nf or m at i on is
s har e d i n c l os e d gr o up of c l ie nts a n d
pers o n ne l i n Fac e b ook .
In d i v id u al r es u lts a n d ac c om pl is hm e nts
are r ef l ec te d in i nd i v i du a l ac t io n pl a ns
as we l l as m ont h l y a n d a nn u al r ep or t s .
A s uc c es s s t or y r ef l e c te d t h e l if e of a
c l ie n t, who ha d s t ar t e d s e lf - r e l i an t l if e ,
rec e i v e d s oc ia l ac c o m m odat i on a n d is
em pl o ye d .
48 . T h e s oc ia l s er v i c e pr o v i d er has a s ta n dar d pr oc e d ur e f o r c o nt i nu o us
im pro v em ent on t h e b as is of a n im pr o vem en t c yc l e.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr o gr am
45
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Co nt i n uo us im pr o v e m ent pr oc es s is
doc um en te d i n Q ua l i t y H a n db o ok . W ork
p la ns a re b as e d o n PD C A c yc le ar e
d is c us s e d am on g g o v er n i n g b od y an d
em pl o ye es , ar e d oc u m ente d a nd ref l ec t
a ll s t a ges o f P D CA .
In ter v i e w c o nf ir m e d t h at th e P DC A c yc l e
is o per a t in g.
49 The s oc i a l s er v i c e pr o v i der i d en t if i e s perf orm anc e i n d ic at ors f or
m eas ur in g t he r es u l ts of t h e im pro v em ent ac ti o ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
K au n as e K od u h as p er f or m anc e
i nd ic at ors f or m eas ur i ng t h e r es u lts of
a ll im pro v em ent p r oj e c ts . Im pr o vem en t
proj ec ts obj ec t i v es ar e def in e d a nd
res u l ts m eas ur e d. R e v i e ws ar e h e l d o n
e ver y q ua r t er l y a n d i t is r ef l ec t ed i n t h e
work p l a n.
All t he im pr o vem e nt pr oj ec ts ar e
d is c us s e d d ur i ng th e AS H KT
m anag em en t m eet i ngs a nd a ls o
doc um en te d .
46
50 . T h e s er v ic e p r o v i der in tr od uc es an d m an a ges in n o va t i ve wa ys of work i ng
th at ha v e b ee n i d en t if i ed bas e d on t h e n ee ds of s tak e ho l d ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
K au n as e K o du m a na g es i n n o va t i ve
wa ys of wo r k in g t ha t have been
i de nt if ie d b as ed on th e n ee ds of
s tak e ho l de r s . F or ex am pl e c ou ns el l i n g
of e ac h o th er on gu i d anc e of the
em pl o ye e , q u it t in g s m ok in g and
tra ns f er r i n g f r om c i gar et t es to e-
c i gar et t es , m oti v a ti n g eac h o th er .
In n o va t io n pr oj ec ts ar e pr es en t ed o n
hom ep a g e wh er e is AS H KT id eas
c om pet i ti o n “ I n ve nt i v e S o l ut i ons ” .
In n o va t io n pr oj ec ts ar e in tr od uc ed t o
ex t er na l s t ak eh o ld er s .
47
4. Agreed additional development / improvements
Sho rt d es c ri ptio n of the a cti on s
( in clud ing SM ART ob je ctiv es )
1w eb - b as ed AS H KT p roj e ct inv o l v ing al l hom e s.
cl ie nt f il e
El e ct ron ic c li ent re c ord k e ep ing, b ett e r t r eat m ent opti on .
E as ie r f o r emp lo ye e s to fi ll in a nd s cr e en b y th e edit or s,
t o f o llow th e bin din g of se rv i ce s a nd new oppo rt un iti e s.
De ad lin e: th e e nd of the p roj e ct i s in 20 16 , r eq ue st fo r
f undi ng i s sub mitt ed in 2 0 1 4. P roj e ct w il l be com pl ete d in
pha s es a nd int e ri m d ea dl in es a r e st at ed i n w or k p la ns .
2 AS H KT p roj e ct inv o l v es a ll ho me s.
imp rov em ent
T he f e ed ba c k q ue s tionn ai r e mu st be mor e a c cu rat e ,
Cus t om e r
sp ec if i c an d imp rov e d to m ak e be tte r an a l ys i s.
S ati sf act ion
Su rv e y
De ad lin e: 3 1. 1 2. 2 01 5
(fe edb ac k
que st i onn ai r e
)
48
3 cu st o m er s Kau na s e Kodu p ro je c t.
ga rd en
T he ai m is to p rov id e ec olo gi c al l y cl e an foo ds;
oc cup at i on al t he r ap y, inv o lv ing c li ent s in act iv it ie s
dur ing t he i r f re e t im e, t e a chin g n ew s ki ll s (g row ing fr uit s
and v eg et abl e s).
T her e is a coop e ra tio n p roj e ct w ith b e rr y grow ing f ar m .
T he a im is to g row 5 0 % of n ee de d h er bs , cu cum be r, g ar li c
and b ea ns in th ei r o w n ga rd en.
10 0 % of f rui ts n ee de d jel l y and f roz en fr u its a r e gr ow n in
t he ir ow n g a rd en.
De ad lin e: 31 . 12 . 20 1 4
4 w ork i n an Kau na s e Kodu p ro je c t.
ani m al sh e lt e r
St af f h as not ic ed that com mun i cat ing w i th ani m al s
inf l uen c e s th e cu sto me r s p os itiv el y and ma ke th em m or e
bal an c ed. M ost c li en ts ar e r emi nd ed of t hei r pet s . O n e
emp lo ye e com e s to Kau na s e Ko du w ith a do g, w ho
int er a ct s w ith cu s tome r s (t o comp l a in about th ei r
con c er ns) a nd the y g o fo r a w a lk w ith hi m .
W or kin g i n a sh elt e r is fr e e. 5 c li ent s w il l be inv olv ed and
t he y v i si t th e sh e lte r 1 - 2 t im e s a w e e k. At th e b eg inn ing
t he y t a ke ea s ie r ta sk s , but aft e r ad apt ing p er iod th e y
ma y go f or a w al k w ith a ni ma ls .
So me of cl i ent s ca n sew th e t o ys and b e dst ea ds fo r ca ts .
Cli en t s w il l l ea rn n e w skil ls and c an c o mmun i cat e w ith
ani m al s.
De ad lin e: st a rt ed in Ap r i l 20 1 4
49
5 e- cig a re t t e Kau na s e Kodu p ro je c t
8 cl i ent s ar e s mo ke r s. T he pr oj ect w a s s ta rte d in aug ust
20 1 3 and b y O cto be r al l h ad pu r ch as ed th e e - cig a re tte .
T he aim i s to i mp rov e the h e alth of th e c li ent s (the go a l is
t o quit sm ok ing) , to motiv ate e ac h oth e r and t e am w or k.
As t h e re su lt t he re lat ion s w ith oth e r i nhab it ant s h av e
imp rov ed as no c ig ar ett e butt s ar e a ro und. Al so , it is
impo rt ant t o s av e c li ent’ s mon e y a s e - cig a r ett w ill be
ch ea pe r i n lo ng r u n. T his p ro j ect an d it’ s aim s a re
re f l ect ed i n w or k pl a n.
P re li mi na r y r es ult s: in Aug ust th e go al w as s et w ith the
cl ie nt s an d b y O ct o be r a ll c li ent s h ad the e - c ig a ret te .
T her e a re 8 s m ok e rs , not a ll h av e g one ov e r to e-
cig a r et t e .
De ad lin e: 3 1. 0 8. 2 01 4
6
50
5. Closing remarks
1. Sh or t i nf or m at io n a bo u t th e s oc i al s er v ic e pr o v id er
S er v ic e pr o v i der T ar t u K a un as e K o du is c l os e l y c on n ec t e d i n th e ir ac t i ons an d
dec is i ons wi th A S H KT . A S H KT h as 2 5 h om es ar o un d Es t on i a, Ka u nas e K o d u is
am ong t h em . A S H KT has es t ab l is he d re g u la ti o ns c o v er in g a l l ar ea s of ac t i o ns an d
are m an da t or y f or al l s er v ic e p r o v i de rs .
K au n as e Ko d u pr o v id e s 4 k in ds of s er v ic es :
- s up p or t i n g e v er yd a y l i f e ( i ns tr uc t i n g e v er yd a y ac t i vi t ies ; s u p p ort i ng wo rk in g
an d s t ud yi n g ; s u p por t i ng m ent a l a n d ph ys ic a l d e ve l o pm ent) ;
- s up p or t i n g wor k i ng ( s up p ort i n g work i ng a nd s t u d yi n g; s u p po rt i ng m ent a l
de v e l opm en t) ;
- s up p or t i n g l i v in g ( ac c om m oda t io n; i ns tr uc t i ng e ver yd a y ac t i v i ti es ; s up por t in g
m enta l d e v e lo pm en t ) ;
- l i v in g i n th e c om m un it y ( ac c om m oda t io n ; c a ter i n g; i ns t ruc t in g e v er yd a y
ac t i v it i es ; s u pp or t in g wor k i ng a nd s t ud yi ng ; s u p p ort i ng m en t a l and p h ys ic a l
de v e l opm en t) .
A l l s er v ic es inc l u de c o ns u l t in g a nd if n ec es s ar y a tr ans p ort .
T here are 7 ac ti v i t y s up er v is or s . S er vic es a re pr o v id e d d a il y an d th er e is a r ec ord -
k eep i ng ab o ut it . Ac t i v it y s up er v is ors h a v e a v er y g oo d s p ec i a l e duc at i o n, are
wi l l i ng t o r ec e i v e tr a i n i ng a nd tr y t o f i n d n e w p os s i bi l i t ies t o im pro ve t he we l lb e in g
of c l ie nts . T eam wor k is we ll es t a bl is h ed . T he n um ber of s er v ic es i s s tab l e ar o un d
th e ye a r.
Com m unic at i ons an d i nt er v ie ws wit h ac t i v it y s u p er v is ors an d m an a gem e nt g a v e
gre a t c onf i de nc e i n c o m m itm ent an d m ot i v at i on t o war ds t he ir work .
2. Br i ef i nf or m at i on a b ou t th e c or e d e v e lo pm en ts i n t h e im pl em ent at i on of EQ U A S S
As s ura nc e
A S H KT has c r ea te d a s ys t em wh ic h s u pp orts im pl em ent i n g EQ UA S S pr inc i p les .
T he q u al i t y of s er v ic e, f e e db ac k f rom all s tak e ho l ders , c l ie n t s ’ p ro gr es s a n d
ens ur i ng t h e ir r i gh ts i s h i gh l y v a l u at e d as w e ll as h ig h q u al if ic a t io n a nd m ot i va t io n
of ac t i v it y s up er v is or s . K a un as e K o du c o ns i ders e nh a nc em en t of s er v ic es , i n it i at es
i nn o v at i v e pr oj ec ts an d f o l l o ws t h e c yc l e of P D C A.
51
3. A s um m ar y of h is / h er obs er v at i o ns on th e p erf orm anc e of t h e s oc ia l s er v ic e
pro v i d er a ga i ns t t h e E Q U A SS As s ura nc e c r i t er ia .
A S H KT T ar tu Ka u na s e K od u i n th e s c o pe of t h is a ud i t f u l l y m e et t he c r it er ia of
EQ U AS S As s ur anc e. E v id e nc e g i v en a nd i nt er v ie ws c arr ie d ou t wer e s uf f ic i e nt t o
pro v e t he c om pl ia nc e t o EQ U A S S pr inc i p les
4. H is / h er p er s on a l e x per i e nc es dur i n g th e s it e vis i t
A ud i t l as te d t wo d a ys an d was we l l or g a n i ze d; a ud i tor wa s h os t e d wit h gre at
hos p it a l it y. T h e pr ob l em was t he au d it or ’s wor k p l ac e , wer e a u di t or h ad t o wo rk i n
th e s am e r oom wi th 3 ac t i v it y s up er v is ors .
T he m ater i a ls wer e p r ep ar e d we ll a h ea d of au d it . F or t h e au d it 9 2 doc um en ts wer e
pres e nt e d as e vi d enc e. F in d in g e v i de nc e m ater ia ls wa s q u ic k an d e as y; m a n y
qu es ti o ns we r e a ns we r ed wi th s e ver a l p i ec e s of e v id e nc e .
5. T h e o v er v i e w of s ug g es t i ons f or im pr o v em ent th a t ar e m ent i on e d u n der t he
s pec if ic c r it er i a
T he rec om m en da t io ns gi v e n in th e r ep or t c an b e us e d f or f urt h e r de v e l opm en t of
th e s er v ic es . A S H KT is im pr o v i n g i ts f ee db ac k s ys tem , th e y ar e l ook i n g s o lu t io ns
to f i n d s p ec i al r o om s f or ac t i v i ti es an d s por ts . Ka u n as e K od u has es t ab l is he d an d
is l a unc h in g n e w pr oj e c ts f or im pr o v in g e v er yd a y l if e s k i l ls .
6. C o nc l us i on
T artu K a un as e K od u i s th e f ir s t a n d b y no w th e o n l y on e f o u n d e d i n a b ig g er b loc k
ho us es to a d a pt t he c l ie n ts i nt o th e e v er yd a y s oc ia l s it ua t io ns . A S H KT s u pp or ts
th e ac ti o ns a n d s er v ic e pr o v id er is tak e n as a go o d ex am pl e to be f oll o we d a ls o i n
ot h er c it i es .
T here is c o ns t a nt c on t ac t wi th gu ar d ia ns o n ph o ne , re l at i v es v is i t t he c l ie n ts a l l th e
tim e, a l l s t ak eh o ld er p ar t ic i pa t e a Chr is tm as par t y.
T he s er v ic e pr o v id er has b ee n a go o d p ar t ner to a l l c l i en ts , ac t i v it y s up er v is or s ,
v o lu nt e ers , o t her s t ak eh o l der s ; m uc h f e ed b ac k is r ef l ec te d a nd t a k en in to ac c o u nt .
T he i nt er v i e ws r ef l ec te d c o nt e ntm en t; c o - par t ners ar e wi ll i n g to c on t in u e t he
c oo p er at i on .
52
Re l at i ons b et we e n c o h ab i ta n ts ( r o om s are f o r 1 a nd 2 p ers ons ) ar e go o d ac c ord i n g
to c l i e nts a n d ac t i v i t y s u p er vis or s , pr ob l em s ar e s o l v ed b y n e g ot i at i ons . T h er e is
no do u bt t ha t s er v ic e us er s ar e tr e at e d wi t h res p ec t an d pr of es s i o na l is m .
T he r el a ti o ns am on g c o nd om in i um in h ab i ta nts ar e g et ti n g be t ter i n t im e, t h e
s up p ort f rom T ar tu C i t y a dm i n is t r a t io n c o ntr i bu t ed t o t his a l ot .
Pr ob l em is no n - s uf f ic i en t b u dg et f or wh a t th e s er v ic e pr o v id ers c a nn o t h el p m uc h .
Pr ic es f or s e r vic es a n d b ud g et ar e re g ul a te d o n s t at e l e ve l .
K au n as e K od u s u i ts th e c l i en ts who wo u ld l i k e to l i ve i n th e b i gg e r c om m uni t y, ar e
ab l e t o f i n d th e ir wa y i n th e c i t y, go t o wo rk .
T he s oc i e t y be n ef its t he m or e c l i en ts are s oc ia l l y ac t i v e, wi l l be ab l e to work a nd
c op e wit h t he ir o wn l i v es .
A ir i M ark
T al li n n
3. 1 2. 20 1 3
53
Kristi Reimets
Saatja: Keiu Talve
Saatmisaeg: 17. detsember 2013. a. 12:03
Adressaat: Kristi Reimets
Teema: FW: Audit report- tartu Kaunase Kodu EST2013-16
Manused: EQUASS.raport_kaunase_kodu_8.12.13.docx
From: Keiu Talve
Sent: Monday, December 09, 2013 9:31 AM
To: 'Guus van Beek'
Subject: RE: Audit report- tartu Kaunase Kodu EST2013-16
Good morning,
The auditor has hopefully improved in English so the report might be more understandable
now.
With the Excel file I cannot do more than I checked all t he indicat ors and they are all m arked
“yes” & all the criteria are FC!
Take your time to review it because if we’ll not have all the result s by Wed, t hey will just be
notifie d late r :)
Keiu
From: Guus van Beek [mailto:
[email protected]]
Sent: Friday, December 06, 2013 4:19 PM
To: Keiu Talve
Cc: Jan Spooren; Marie Dubost
Subject: Re: Audit report- tartu Kaunase Kodu EST2013-16
Importance: High
Dear Keiu,
I have reviewed the audit report of Tartu Kaunase Kodu(Reference number EST2013-16). I cannot open the excel file and there for check if all
indicators are met.
I think it would b eise to check the report on using adequate English language. Some of the expressions do not really make sens because that
have been formulated in a way that the social service provider may not understand. Some words are even wrong (having the wrong word
selected: I.i. Goal vs. Gold) To write the audit report in English is the responsibility of the auditor. Of course he/she is free to ask support of any
expert in expressing him/her self in English. (note; English writing skils / competences are stated in the profile of the auditor)
I would also appreciate if the auditor could respect the guidelines for writing the closing remarks.
In this section the auditor writes down:
S hor t i nf or m at i on a b o ut t h e s oc ia l s er v ic e p r ov id er
Br i ef in fo r m at i o n a bo u t th e c o r e dev e l op m e nts in th e im p l em e nt a ti o n o f
EQ U AS S As s u r a nc e
A s um m ar y of h is / h er obs er v at i ons o n th e p er fo r m a nc e o f t h e s oc ia l
s er v ic e p r ov i de r ag a i n s t t h e EQ U A S S As s ur anc e c r i t er ia
1
His / her p er s o na l ex p er ie nc es d ur i n g th e s it e v is it
T h e ov er v i ew of s u gg es t i ons f or im pr ov e m e nt th a t ar e me n ti o n ed un d er
th e s p ec if ic c r i t er i a
Co nc lus i o n
S o , I w o u l d l i k e t o r e c e i ve :
1. The excel file filled in by the auditor. (so I can check the performance ion the indicators)
2. A revised audit report (written in proper Englsh and respecting the closing remarks)
Kind regards,
Guus van Beek
European Quality in Social Services (EQUASS)
c/o EPR, 15, Rue de Spa , B-1000 Brussels
Belgium
Phone: +31653770121
Email:
[email protected] / website: www.equass.be
Van: Keiu Talve <
[email protected]>
Datum: vrijdag 6 december 2013 08:18
Aan: Guus van Beek <
[email protected]>, Marie Dubost <
[email protected]>
Onderwerp: Audit report- tartu Kaunase Kodu EST2013-16
Dear Guus,
Attache d you’ll find audit report and other documents of Tartu Kaunase Ko du audit.
Please review the documents.
This was a first audit for this auditor. I ho pe you are able to understand her English!
And as this organisat ion is using Ope n Office progr amme for Excel there might be proble ms
with opening the file .
BR,
Ke iu
EQUASS Eesti
Astangu KRK
Tel: +372 5682 9104
www.equass.ee
www.astangu.ee
2