Kiri Kaunase Kodu auditi raporti kohta Brüsselisse

EQUASS ASSURANCE APPLICATION ADDITIONAL INFORMATION 1. Short information about the organisation in the native language AS Hoolekandeteenused on riigile kuuluv äriühing, mille põhitegevusala on psüühilise erivajadusega täiskasvanud isikutele hoolekandeteenuste pakkumine. Pakume lühi- ja pikaajalisi hoolekandeteenuseid psüühilise erivajadusega täiskasvanutele ja lastele ning teenuseid eakatele, kes vajavad oma igapäevaelu korraldamisel ning ühiskonna- ja tööelus osalemiseks tuge ning juhendamist. Teenuseid osutame nii inimese kodus, kogukonna keskel kui meie enam kui kahekümnes kodus üle Eesti. Meie teenuseid on võimalik osta paindlike hindadega tunni, päeva, kuu ja aasta kaupa ning intervallteenusena. Loome uusi teenuseid ning laiendame olemasolevate teenuste pakkumist sinna, kus selleks on vajadus. Meie ettevõte pakub järgmiseid teenuseid:  asenduskoduteenus lastele, kellel on kas vaimne alaareng alates mõõdukast astmest koos kaasnevate kergemate käitumishäiretega, liitpuue või pervasiivsed arenguhäired koos vaimse alaarenguga;  lapsehoiuteenus;  üldhooldusteenus eakatele;  rehabilitatsiooniteenus inimestele, kes vajavad abi toimetuleku suurendamisel ja toetussüsteemi leidmisel. Tegeleme ka kinnisvara arenduse ja haldamisega ning muu majandustegevusega, mis on seotud hoolekandelise tegevusega. AS Hoolekandeteenused on asutatud 2007. aastal. AS Hoolekandeteenused on loodud koondamaks üle Eesti paiknevate erihooldekodude juhtimine ja haldamine ühe katuse alla. Selle eesmärgiks on kompetentsi koondamine ning sellest tulenevalt teenuse parem ja ühtlasem kvaliteet. Käesoleval ajal on ettevõtte hallata 24 erihoolekande ja 1 eakatekodu ning me osutame teenust ligi 2500 psüühilise erivajadusega inimesele. Ettevõttes töötab üle 1000 töötaja. 2. Short information about the organisation in English (activities, clients, etc.) AS Hoolekandeteenused is a state-owned enterprise and the main area of activity of the organisation is providing social welfare services to adults with special mental needs. In addition to providing services for adults, we offer substitute home and childcare service to children with special mental needs and care services to elderly people. The enterprise was established in 2007 and it was formed of 16 care homes that had been managed by county governments until then. Several of our homes have a long and dignified history, for decades they have rendered services to people with special mental and physical needs and helped them to cope with their life better. By today we have expanded to almost every county and our twenty-three homes throughout Estonia have more than 2,500 places. 55 new family houses for people with special mental needs in eleven different locations in Estonia will be ready by the end of the year 2013 – we establish eight new modern homes formed of contemporary family houses and expand three working homes. In addition to providing services for adults, we offer substitute home and childcare service to children with special mental needs and care services to elderly people. Our services can be acquired with flexible prices by the hour, day, month and year and as a periodic service. We create new services and expand offering existing services to the locations where they are needed. 3. Name of the organisation as you would want it to appear on the EQUASS Assurance certificate AS Hoolekandeteenused Kaunase Kodu 4. Name of services / departments of the organisation in the scope of the application as you would want it to appear on the EQUASS Assurance certificate: Supporting everyday life Supported working Supported living Living in the community 5. Organisation’s logo Information to be published on EQUASS website: Name of the organisation: AS Hoolekandeteenused, Kaunase Kodu Post address: Merimetsa tee 1, 10614 Tallinn, Estonia Director: Aria Jürgensoo, [email protected] Contact person: Tiina Unukainen, [email protected] Email: E-mail address: [email protected] Web: www.hoolekandeteenused.ee 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 i ng s o o n . 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; dom est i c se rv i c e . Ac c om m oda t io n a nd c at er in g i n s er v ic e, el e c tric c ar f o r s er v in g t he c l ie nts , or ga n i ze d f re e tim e ac t i v it i 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 gro u p o f pers o na l 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 gr o u p o f k lie n t 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 g gr o u p o f k lie n t No 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 i nt er v ie w wi t h gr o up of p ers on a l 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 service provides Kaunase Kodu is one of 25st homes in AS Hoolekandeteenused operate unit 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 i a l s er v ic e p r o v id er has b ee n 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 determining 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, va l u es , v is i on a n d s t ra te g 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 e a lt h an d s af et y i n s tr uc t i o n c a rd th e b e r ea d an d s ig ne d b y em pl o ye e Inc l ud es t he m is s i o n a nd v is io n . 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 6  Str e n gt hs Im pro vem e nt & de v e lo pm ents 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 bas 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”; - In c li e nts r o om is “ F ee db ac k B ox ” - E v er yd a y f e e db ac 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 pres e nt e d a ll r el e v an t inf or m ati o n was pres e nt e d to al l in ter e s te d p ar t i 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 ec 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 r es 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 s taf f , f u nd er a n d m ai n c o - pa r t ner s . T h e ac t i v it i es as s p orts , m us ic , b ut ar e f ee db ac k is g i ve n b o th i n v er b a l a nd l im ite d t o t he ir l ac k of th eir m on et ar y wri tt e n. T her e is pr oo f of or ga n is at i ons res o urc es . s uc c es s i n s a t is f yi n g th e n e eds a nd ex p ec ta t io ns of th e s o c 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 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 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 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 c l ie n ts wa nt e d m or e s oc ia l ac t i v it i es p iir a b k li e nt i de r ah a l i ne s ei s . Sam ut i e i 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 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 c om pet i ti o n. s ots i aa ls et ek s t e ge v us tek s (n t s por t im is ek s ) 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 itm en t. St af f is c h os en bas e d o n t h e ir c om p et e nc e , s k il ls an d pre v i o us wor k ex per i enc e . R ec r ui tm en t is b as ed o n e qu a l o p por t un i ti es an d is no n- d is c r im in at i v e . 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 na t io n a l l eg 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 par 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 dg i n g s t af f an d v o lu nt e ers . T h is is d e s c r i be d i n Q u a l it y In ter vj u ud es s e l gus , et s e n i o n v ä ga Ha n db o ok , i nt er n a l r e g u la t io n v äh e k aas at u d v a ba ta ht l ik k e, pe am is e lt doc um en ts a nd t h e he a lt h a n d s af e t y ruum i pu u dus e t õ tt u. S am as on o lem as i ns tr uc t i o n c ar d f or em p lo ye e s . j uh tk on na t ah e l e i da v a ba t ah t l ik k e k lie n ti d eg a k o du v ä l is ek s te ge l em is ek s St af f m em ber s ar e r e c og n is ed i n m an y (s aa tj ak s k u lt uur i ür it u s te l j n e). wa ys , f or ex am pl e thr ou g h of f ere d tra i n in g p os s i bi l i t ies , j o in t e v e nts , f lex i bl e wor k i n g c on d it i o ns , m anag em en t's wr it te n ac k no wl e d gm ent , 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 s ig n the r is k as s es s m en t doc um en ts ( t he he a lt h a nd s af et y i ns tr uc t i o n c ar d ) f or e m plo ye es t o s h o w th e ir u nd er s ta n di n 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 tr a in i ngs . A S 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 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 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 m inut es 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. m inut es . 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 or m 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 taf f is f a m ili ar wi th th e req u ir em ents f or c om pe t enc e s a nd a ls o wi t h th e e v a lu at i o n pr 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 Em pl o ye es ar e pr o vi d ed wit h c o nt i nu o us f ee db ac k an d th e i r o pi n i ons ar e res 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 th e in ter v i e w s th e em pl o ye es c onf irm ed th e ir m ot i v a ti o ns an d br ou g ht as an ex am pl e of f er e d tr a in i ng pos s i b i li t ies , f l ex i bl e work i n 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 her e ar e pr o v id e d in wh o to ok t he i nf or m atio n m e an t to Q u al i t y H an d bo ok an d 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 “ C us t om er Ri gh ts and room a nd k e pt i t s o th e s t af f h ad to Res tr ic t i ons on we lf ar e s er v ic es ” 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 ts ’ 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 is 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 s taf f inf or m s s erv ic e us ers , c l os e p er s ons ( im m ed ia te f am il y) an d em pl o ye r s a b ou t t he ir r i g hts a nd du t ies d ur i ng t he f ir s t m eet in g a nd t he s er v ic e us er s i n e v e r y we ek in t he ir f ee db ac k m eet i ngs . 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 o om . 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 d u a n d t he A S H KT t o o. T here a re a s pec i a l de v e l op e d f orm t o 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 a r e Q u al i t y Ha n db o ok , i nt ern a l doc um en ts “ Se r vi c e o p er at i ng 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 th e in ter n al d oc 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 po l ic y o n et h ic 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 Ko d u (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 n s 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: - O r ga n i zi n g e n v ir o nm en t al wor k - Ag e nd a h o w a vo i d or r e duc e r is k s to work ers ' h e a lt h - g u id e l i ne f or pr o bl em at ic b e ha v i or 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 r eg 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 26  Str e n gt hs Im pro vem e nt & de v e lo pm ents 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 o ls of St af f m eet i ngs 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 an d d is c us s e d wer e 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 - T he G u id e f or c om pi l i ng pers o n al f i l es of c l ie nt s - 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 nt s 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 K od u h a v e g oo d c o n tac 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 ee d bac k , it m ean f r om Soc i a l Ins ur anc e A g enc y, t h e M in is 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 t h f i na nc er t ak e p l ac e thr o ug h t he A S H KT . 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 ee 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 i en ts f ee db ac k m eet i ng 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 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 35 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 d i vi d ua l p l a ns 34 . T he s oc i a l s er v ic e pr o v i der o per at es in d i v i du a l pr oc es s es t h at are dr i ve n b y th e n e eds of t he p e r s on s er ve d . Rem ark f rom th e au d it or : T he s er 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 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 ver y c li e nt h as in d i v id u a l he l p er, i nf or m at i on a bo u t it is o n t h e wa l l of th e c e ntr e . 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 37 S er v ic e us er s h a ve I nd i v i du a l p l ans , 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 38 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. 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 39 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 or e 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 40 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 41 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 ec t . 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 42 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 ogr am Str e n gt hs Im pro vem e nt & de v e lo pm ents 43 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 44 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 b ou t i m plem en t of work p la n is s u bm it te d t o t he g o ver n i ng b od y an d dis c us s ed a nn u a ll y on AS HKT 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 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 45 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 c l os e f am il y m em ber s . F i l e c ons is ts of ac t- p la n n ed ac t i v it i e s as wel l as rep l ac em ent ac t i vi t ie s . M o n it or i ng is reg u l ar an d is r ec or d e d. C o l lec t i ve m eeti n gs t ak e pl ac e we ek l y, r es u l ts ar e rec o rd e d. T he bu d ge t , l ear n t ac t i v it i es an d i nf orm at io n as we l l as i n d i vi d ua l an d gr o up d e v e lo pm en t is d is c us s e d j oi n tl 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) . 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 46 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 ep ar i ng o wn m ea ls etc ). 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 i nt er v ie ws wi t h f i na nc er a nd c los e re la t i ves c onf ir m ed t ha t p er s on n e 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 47 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 . 48  47 . T h e s oc i a l s er v ic e pr o v i d er ac t i v el y d is s em in at es org a n is a t io n perf orm anc e am ong its s t af f , s er v ic e us er s an d ex t ern a l s tak e ho l de rs . Rem ark f rom th e au d it or : T he s er 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 o ns b y K a un is Ko d u is r e p ort e d an d r ef l ec te d o n h o m epag e b y p ho t os an d t ex ts . In pr em is es of K a un i s K o du t h er e are 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 ts . 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, wh o 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. 49 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 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 um en t ed an d 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 50 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 an . 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 . 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 51 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 th e em pl o ye e , qu i tt i ng s m ok in g o n tra ns f er f rom c igar et t es to e - c ig ar et t es , m oti va t in g e ac h ot h 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 . 52 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 rtun iti e s. De ad lin e: the e nd o f the p roj e ct is in 2 01 6 , th e mon e y re qu est s i n 2 0 14 . Pr o je ct w i ll be com pl et e d in ph a se s a nd int er im d ea dl ine s a r e st at ed in 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 a k e b ett e r an a l ysi 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 ) 53 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 e t 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 ith 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 cl i e nts ar e r em ind ed t hei r p et 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 t h 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 in a sh elt e r w oul d b e f r ee . 5 c li ent s w il l b e inv olv ed a nd th e y v i sit t he sh elt e r 1 - 2 t i me s a w e e k. At t he be gin nin g th e y t ak e e as i er t as k s, bu t aft e r ad apt ing pe rio d t h e y m a y g o f or a w al k w ith a nim a l s. 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 54 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 ai m i s to i mp rov e th e he a lth of th e c li ent s (th e go ld is t o qu it sm ok ing) , to mo tiv at e e ac h othe r and te a m w ork. As t he r es ult the re l atio ns w ith ot he r in hab it ant s hav e im pr ov ed a s no cig a r ette butt s ar e ar ound . Al s o, it is i mpo rt ant to sav e cli ent ’ s mon e y a s e - ci ga r ett w ill b e 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 re su lts : in Ag u st th e g ol a w as s et w ith t he 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 sm 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 55  5. Closing remarks S er v ic e pr o v id er T ar t u Ka u nas e K o du is c l os e l y c o nn ec t e d in t he ir ac ti o ns an d dec is i ons wi t h A S H K T . AS H KT has 2 5 h om es aro u nd Es to n i a, Ka u nas e K od u am ong t h em . T his is t he f ir s t an d b y k n o w t he o n l y o ne f ou n de d i n a bi g g er bl oc k ho us e t o ad a pt th e c l i en ts in t o t he e v er yd a y s oc ia l s it u at i o ns . It h as t ak en t im e to f in d t h e c om m on l a ng ua g e am o ng o t h er i nh ab i ta n ts of t h e ho us e an d i nh a b it an ts ha v e n e ed e d tim e t o a c c us t om wi t h p eo p le wit h s p ec ia l n e eds . A S H KT has es t a b li s he d r eg u la t io ns c o v er in g a l l are as of a c ti o ns a n d ar e m anda t or y f or a l l s e r v ic e pr o v i der s . T h e s e r v ic e pr o v i der h as be e n a g o od p art n er to a l l em pl o ye e s a n d c l ie n ts a n d o th er s ta k eho l ders , m uc h f e ed bac k is r ef l ec t e d an d tak e n i nt o ac c o un t. T he i nt er v i e ws ref l ec t e d s at is f ac ti o n; c o - par t ners ar e wi l l i ng t o c o nt i n ue t h e c oo p er at i on . T here is c o ns t a nt c o n tac t wi th c l os e re l at i v es o n p h o n e, r e la t i ve s v is it t he c l i en ts a ll t h e t im e, a ll s t ak eh o ld er p ar t ic i pa t e a C hr is tm as p art y. 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 li e nts a n d em pl o ye es , pr o b lem s ar e s o l v e d b y n eg o ti a ti o ns . 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 ro m T ar tu C i t i a dm in is t r a t io n c o ntr i b ut e d to t h is 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 is r eg u l at ed on s t a te le v e l. Em pl o ye es h a v e a ver y g o o d s pec i a l ed uc at i on , are wi l l in g to h a v e tra i n i ng a nd tr y to f i nd n e w p os s i b i l it i es to im pr o v e t h e we l lb e i ng of c l i en ts . T e am work is we l l es t a bl is h ed . T her e ar e 4 f u l l - t im e an d 3 par t - tim e em p lo ye e s . T he n um ber of s er v ic e is s ta b l e ar o u n d th e ye ar . 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 . Mos t of t h e c l ie n ts wh o at te n de d K a un as e K od u t wo ye a rs a go ar e s t i ll li v i n g t h er e, on l y th os e who d i d n o t l ik e t o l i ve i n b i gg er c om m uni t y wer e tr a ns f err ed . T he n ee d f or s uc h s er v ic e pr o v i de d b y K au n as e Ko d u ref l ec ts a ls o i n ex is t i ng wa it i ng l is t t o th e s er v ic e. G o v ern i n g b o d y s u p p or ts th e ac t i ons a nd s er v ic e pr o v id er is tak e n as a g o od ex am p le t o b e f ol l o we d a ls o in ot he r c it i es . 56 A pr o b lem is l ac k of r oom s f or em pl o ye es , th e g o v ern i n g b od y is inf orm e d a nd s o lu t io ns s e ek ed . A ud i t l as t e d t wo da ys an d was or g an i ze d n ic e l y, a ud i tor was h os t e d wit h gr e at hos p it a l it y. T h e pr ob l em was t he c a b i ne t were wor k t o ge th er wit h a u di t or 3 em pl o ye es , t he y m us t ta lk on te l e ph o ne a nd s om e c l ie n ts wa lk ed in an d ou t. Dur i n g th e in te r vi e ws t he em p lo ye e s l ef t t h e ro om an d I th i nk it was u nc om f ort ab l e f or th em . M ee t in gs a nd i nt er v ie ws wi t h em p lo ye e s a n d m an ag e m ent g a v e gre a t c onf id e nt of c om m itm ent a n d m ot i v at i on t o wa rd th e ir work . T he p a per wo r k an d m at er ia ls we r e pr ep ar e we l l a h e ad of m eet in g s . T he au d it was pres e nt e d 9 2 d oc um ents as e v i de nc e. F i n d i ng e v id e nc e m at er ia l s was qu ic k an d eas y, m an y q u es ti o ns wer e a ns wer ed wi t h s e v era l p i ec es of e vi d en c e. It has to b e ac k no wl e d ge d t h e wis h of em p lo ye es to f in d dif f er e nt a c ti v i t ies f or th e ir c l ie n ts a nd im pr o v e t h e s k il ls , wh ic h a re no t ex ac tl y d es c r ib e d i n s er v ic e m an u als . B es i d es t he on g o in g p r oj ec ts t her e n e w i de a s , i. e a c af é, no t ye t o n pr oj ec t p has e . W ith th at it is d es i r e d th at th e c l i e nts a re ac t i v el y i n vo l v e d i n ac ti o n a nd i nt er ac t i on as we l l l e ar n ho w t o m an a ge c as h . 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 . A ir i M ark T al li n n 3. 1 2. 20 1 3 57 Kristi Reimets Saatja: Keiu Talve Saatmisaeg: 17. detsember 2013. a. 11:52 Adressaat: Kristi Reimets Teema: FW: Audit report- tartu Kaunase Kodu EST2013-16 Manused: EQ-ASS_AUD_Audit Report_KaunaseKodu.docx; EQUASS_taotlusvorm_2013 AS HKT Kaunase Kodu.ods; Kaunase_kodu_külastuse_ettevalmistus_nov2013.docx; Additional Information Form 5.12.13.doc_kaunase_kodu.doc From: Keiu Talve Sent: Friday, December 06, 2013 9:18 AM To: Guus van Beek ([email protected]); Marie Dubost ([email protected]) Subject: Audit report- tartu Kaunase Kodu EST2013-16 Dear Guus, Attached you’ll find audit report and other documents of Tartu Kaunase Kodu audit. Please review the documents. This was a first audit for this auditor. I hope you are able to understand her English! And as this organisation is using Open Office programme for Excel there might be problems with opening the file. BR, Keiu EQUASS Eesti Astangu KRK Tel: +372 5682 9104 www.equass.ee www.astangu.ee 1 EQUASS ASSURANCE ASUTUSE KÜLASTUSE ETTEVALMISTAMISE VORM Asutuse külastus: 25-26. November 2013 AS Hoolekandeteenused Tartu Kaunase Kodu Airi Mark © 2012 by European Quality for Social Services (EQUASS) Kõik õigused kaitstud. Antud dokumendi elemente ei tohi paljundada, kopeerida ega muul elektroonilisel moel salvestada ilma EQUASS kirjaliku loata.  Asutuse külastuse ettevalmistamise küsimused EQ U AS S As s ur a nc e t ao t lus v or m i le j a a nt ud l is ai nf orm ats i oo n i l e p õh i n ed es pa l um e te i l e tt e va lm is t us ek s v as t at a j är g ne v at e l e s e l gi t us t n õ ud v at e l e k üs i m us tel e : Üldised teemad (max. 10 küsimust) 1. P a lu n k ir j e ld a g e, k es o n t ei e as ut us e p e am is e d k l i en d id (k l ie n d igr u p id) , k u id as to im ub n e nd e l e te e nus e v a l im in e. 2. Pa l un k ir j e l d ag e , k u i das t a ga te k l ie n d i õ ig us t e k a its e (n t tö ö a ndj a j uur es ) . 3. Kas j a k ui d as o le t e k or r al d an u d tö ö va b at ah t l ik eg a? 4. Ku i das k aas at e j a k u id as t o im ub k oo s tö ö tö ö a ndj at e, s ots i aa ls e te g e vus e pak k uj at e j a l äh e d as t e ga ? 5. M i l l is e d o n v i im as e l aas t al o l n ud pe am is ed t ak is t us ed org a ni s ats i oo n i s e at u d ees m ärk id e s a a v ut am is ek s ? Mi l l is ed on o l n u d l ah e nd us ed ? 6. Pa l u n k ir j el d ag e lü h i da l t om a org a nis a ts i o on i ig a - aas t as t t eg e v u s te p l a ne er im is e j a aru a n dl us e pr ots es s i . 7. K as k li en t id e I n di v i du a als e tes t e ge v us p l aa n id es on f ik s eer i t ud m õõ de t a va d s pe ts i if i l is e d e es m är g i d j a k as ut at a v ad m eet od i d e es m ärk id e s aa v ut am is ek s ? 8. 9. 10 . Version 1.0 2  1. Kvaliteedi põhimõtetele ja EQ U ASS Assurance kriteeriumitele vastavuse küsimused / teemad: Te en us e s a aj a d Kv al i te e d i ju ht J uh t/ dir ek tor Huv i gr up i d P er s o n a l Juht im in e 1. Ku i das o li d K a u nas e K od u t öö t aj a d k aas a tu d A S Ho o l ek and e te e nus e d s tr a te e g i lis t e ees m ärk i de ( ol em as k odu l eh e l) v ä lj a t öö tam is s e ? n i n g k u id as x x ta g at ak s e m is s i o on i , v is io o n i j a s tr a te e g i lis t e ees m ärk i de k om m unik a ts i o on k õ ig i l e o lu l is t e l e os a p oo l te l e ? 2. M i ll is t l is a vä ärt us t a nn a b K au n as e x x x K od u ü h is k on na l e ? 3. K u id as on t o im in ud t e ie as ut us es k as ut us e l ol e v t a g as is i d e s üs te em , x x x x x m ill is e id m uut us i o l et e s e l le p õ hj a l te i nu d ? 4. P a lu n t u t vus t ag e j a n ä i dak e, k u i das to im ub t ei e as u tus es te g e vus te p la n eer im in e , t öö s s e rak e nd am in e , x x x tu l em us te h i n dam i n e ja pa re n dus te te g em in e ehk PD C A ts ük k el. 5. K u i das t ag a tak s e m is s io o ni , v is i oo n i ja s t ra te e g il is t e e es m ärk id e x x k om m unik a ts i o on k õ ig i l e o lu l is te l e os a p oo l te l e ? P er so na l 1. K u id as t oim u b K au n as e Ko d u tö ö taj at e x x x Version 1.0 3  j a v a ba ta h tl ik e vär b a m ine, k oo l i tam i ne j a m oti ve er im in e ? 2. K ui d as t ag a te Ka u nas e Ko d u tö ök es k k onna tur v a l i s us e , k as o le te x x k aar d is t a n ud r is k i d ja ne n de m aand us te g e vus e d? 3. K u id as h in n at ak s e Ka u nas e K od us per s o n al i l e ja v a b at a ht l ik el e s ea t ud x x x tö öt i n gim us i? 4. Ku i das on pers o na l k aas a tu d k lie n ti d e le os u ta t a va te t eg e v us t e x x x p la n eer im is s e j a h in d a m is s e? 5. K u id as ja k ui ti h ti m õ õd et ak s e x K au n as e K od u p ers on a l i t öör a hu l o lu , x x m ill is e id m uut us i o n s e ll e a l us e l t e ht u d? Õ igu se d 1. K u id as j a k el l e po o lt t o im ub k l i en t id e i nf or m eer im in e tem a õ i gus tes t j a x x x x k ohus tus tes t ? 2. Ku i das on t a ga t ud p ers o n a l i , l äh e das te , t öö a ndj at e j a v ab a ta ht l ik k e x x x x x te a dl ik k us k li en d i õ i gu s tes t j a k ohus tus tes t ? 3. Ku i das o le te a va l da nu d k li e nt i de l e to et us t ne n de is e x x x x ots us t am is e l /e n es em ä ära t l em is e l? 4. K u id as o l et e l a he n d an u d k l i en d i x x x õ ig us t e r ik k um is eg a s eo t ud pr o b le em id ? 5. Kas t öö l e p in g ug a on s ät es t at u d x x x l is a t in g im us e d k o nf i de nts i aa l s us e os as ? E et i k a 1. K u id as inf orm eer it e as ut us e t ö öt aj a i d x x j a v ab at a ht l ik k e as ut u s e ee t ik a po l i it ik as t Version 1.0 4  ja k äi t um is e p õh i pri n ts i i p i des t ja v äär t us t es t t e en us e os ut am is e l ? 2. Ku i das h in d at e om a k äit um is e/ t eg e v us t e ef ek ti i vs us t t ee n us e x x x x x s aaj at e f üüs i l is e, va im s e v õ i f in a nts i l is e är ak as ut am is e e n n et a m is el ? 3. K u id as on t ag a tu d te e nus e s aaj at e k onf id e nts i aa ls us ja is ik ua n dm ete x x x x k aits e? 4. 5. Koo st öö suh t ed 1. Pa l un t o o de m õn i n ä id e, k ui d as o le t e te i nu d va l ik u pa rim a t ee n us e pak k uj a x x x os as k ui on o l em as m i tu pak k uj at /k onk ure n ts . 2. K as te e nus e ar e nd a m is el t eh ak s e x x x x x k oos t öö d k õ i gi er in e v a te os a p oo l te g a, p a l un t o og e n ä it e id ? 3. M i ll is t e k rit ee ri um it e a l us e l h i n da te x x x k oos t öös u he tes t t ul e n e va t l is a vä är tus t ? 4. K u id as k a as at e v ä l is e id h u v i gru p pe x x x ne n de oo tus t e j a vaj a dus t e v ä lj as e lg i tam is ek s ? 5. O s al em in e 1. Kas o n k ok k u l e p it u d j a k õ ig i l e x x x x os a p oo l te l e t ea d a, k ui das t e en us e s aaj a d os a l e v ad t e en u s te v ä lj a tö öt am is e l j a k va l it e ed i /t u lem us t e h in d am is e l? Version 1.0 5  2. Ku i das an a l üüs i te t ee n us e s aaj at e x x x v õ i ne n de es i n d aj a te o s a lem is eg a s eo t ud t e ge v us i j a pr o ts e d uur e ? 3. Ku i das t a g at e, e t p ers o n a l il on x x x te a dm is e d t e e nus e s a aj a te j õus tam is ek s ? 4. 5. Is ik uk e sk su s 1. P a lu n k irj el d ag e j a nä i d ak e, k ui d as x x x o le te t o im in ud , kui t ee n us e s a aj a o luk or d j a v aj a d us e d on m uu t un u d n i n g es ia l gs e l t k oos t at u d p l aa n e i o l e e n am v aj a d us t e le vas t a v. 2. Ku i das t o im ub i n d i v i du a als e te x x x p la a ni d e l ä bi v a at am in e j a k u id as o n ne n des k aj as ta tu d o o d at a v ad (p er i oo d i) tu l em us e d? 3. M i ll is t e m eeto d it e g a te e te k i nd l ak s x x x o lu l is t e h u v ig ru p pi d e v aj a d us e d ? 4. M i ll is t e m eet o d it eg a ol e te k i n dl ak s x x x te i nu d t ee n us t e s a aj a t e v aj a d us e d ? 5. Lai ah a ar de li su s 1. Mi l l is ei d m eet o de i d k as uta te k l ie n d i x x e luk v a l it ee t i p ar en d a va t e te g e vus t e ef ek ti i vs us e hi n dam is e l ? 2. Ku i das t a g at e, e t te en us e x x os u t am is e ga s e o tu d p eam is ed pr o ts es s i d o n vas ta v u s es te e nus e os tj at e j a r a h as t aj a te po o lt t e ht u d et te p an ek ut e/m ärk us t e ga ? Version 1.0 6  3. M i l l is ei d m eetm ei d on Ka u n as e x x K od us rak e nd at u d, e t t ag a da k l ie nt i d e le ne n de v aj a dus t e le vas ta v k atk em atu te e nus ? 4. K u id as a i ta te pers o n a li l ar e n da d a x x om a os k us i j a k om pe t en ts e te e nus e s aaj at e e l uk va l i te e d i t õs tm is ek s ? T ulemu st el e 1. K ui d as t o im ub oma teg e v us t e ja x x x ori en t e e rit u s tu l em us te k om m unik e er im in e o lu l is t e l e hu v i gr up p i de l e ? 2. K u id as m õõ d at e te e nus e s a aj a te x x x x r ah u l o lu , m i ll is e d on t u lem us e d j a m i da o le te s el l e p õhj a l m uu t nu d ? 3. K u id as j a k ui t i ht i h in d at e k l ie n ti d e le x x x x i nd i v i du a a ls e pl a an i g a s e at ud ees m är k id e t ä itm is t ? 4. K u id as o l et e r a hu l K a un as e K od u x x s ea t ud e es m ärk id e tä i tm is eg a võrr e l des te is te A S HKT k o du d e ga ? 5. Pi dev a r eng 1. P a lu n to o de p aa r n ä id et P DC A ts ük li x to im i vu s es t K au n as e K od us . 2. P a lu n t o og e n ä it e id , m il l is e i d x x x i nn o v aa t il is i t ööm ee t od e id ol e te v i im as e l aj a l r ak en da n ud võ i r ak en d am as . 3. P a lu n k irj e ld a g e üh t e ar en d us pr oj ek ti. x x Version 1.0 7  4. 5. Version 1.0 8  2. Nõutav dokumentat sioon EQ U AS S As s ur anc e ta ot l us es s e m ärg i tu d i nf o le j a lis a de l e p õh i n ed es pa l um e v aa t lus ek s e tt e v a lm is ta d a j är g n e v d ok um ent ats i oo n : 1. Kl i e nd i p õ h iõ i gus e d j a p i ir an g ud ho o lek a n de t ee n us e l 2. T öö taj at e k oos o lek u pr ot ok o l li d , m is on v i i da t ud t õ en d us m aterj a l i na 3. K l ie n d ik oos o lek ut e p r ot ok ol l i d, m is on v ii d a tu d t õe n dus m at erj a l i n a 4. K au n as e Ko d u k õ i k ide os a po o lt e s e as l ä bi v ii d ud r ah u lo l u k üs it l us (t) e k ok k uvõ t t ed 5. K au n as e k od u a as t a p la a ni k oos tam is e k or d 6. A S H KT n õ uk og u j a A S H KT k oos t ö ök oht um is t e pr ot ok ol l i d, m is on v i id at u d tõ e nd us m at er j a l i na 7. L ep i ng u d, m is o n v i i da t ud t õe n dus m at erj al i na (n t prak t ik a - j a as en d us t e en is tus e l ep i ng ) 8. Kl i e nt i de t ö öt am is e ar ves t us k od u d el e 2 0 1 3 9. Am et ij u h en d i d, m is on v i id at u d tõ e nd us m a terj a li n a Version 1.0 9  10 . P ers o na l i vär b a m is e, or g an is ats i oo n i s is e nem is e ja or ga n is ats i oo n is t v ä lj um is e põ h im õtt e d 11 . S is er e gu l ats i o on i d töök or r a ld us e, t ö öo h ut us e j a tö öt er v is ho i u k oht a ; s am ut i tö öt aj a tö öt er v is ho i u - j a tö ö oh u tus a las e j u h e nd am is e k aar t 12 . Ar en g u ves t lus te l ä b i vi im is e põ h im õtt e /k ord j a k ok k uvõ tt e d 13 . Ko o l it us k a va( d) 14 . K a eb us t e m ene t le m is e k or d 15 . T e e nus e os ut am is e tö ök or d , k l i e nd i t eg e v us p l a an 3. Personali, teenuse saajate ja teiste oluliste huvi gruppide intervjueerimine EQ U AS S As s ur anc e t ao t lus es an tu d v as t us te l e j a t õ en d it e l e p õh i ne d es p a lum e k orral d ad a i n ter vj u ud j är gm is te in im es t eg a (f unk ts io o n j a k es t v us ) : Juhtkond Kestvus 1.T e en us te os ak o nn a j uh a taj a 45 m in ut i t 2. K v a li t ee d is üs t eem i e es t vas t ut a v is ik 45 m in ut i t 3. Ra h as t aj a 45 m in ut i t 4. 5. Version 1.0 10  6. Personal Kestvus 1. P ers on a l igr u pp 1 45 m in ut i t 2. P ers on a l igr u pp 2 45 m in ut i t 3. 4. 5. 6. Teenuse saajad Kestvus 1. Kl i e nd i gr up p 1 45 m in ut i t 2. Kl i e nd i gr up p 2 45m i nu t it 3. 4. 5. 6. Teised huvigrupid Kestvus 1. P eam is ed k oos tö ö p a r tn er i d 60 m in ut i t 2. 3. Version 1.0 11  4. 5. 6. 4. Asutuse kül astuse ajakava formaat As ut us e k ül as tus pe ak s o l em a k orra l da t ud v as t a v al t j är gn e v at e le j uh is te l e: a. As ut us e k ül as tus pe ak s o l em a k av a nd a tu d k ah e l e tö ö pä e v a le ( = 1 6 tu n d i) b. Dok um en ta ts io o ni g a t ut v um in e p e ak s olem a p l an e er it ud es im es e 3 h s is s e k ülas tus e es im es e l p ä e va l . c . P äe v ak a vas pe ak s ol em a s ag ed as ed pa us i d (1 5 – 3 0 m inu t it) , et a u d ii t or s aak s in d ik aa to r i t e tõ e nd e i d ü le va a d at a j a k orr as t ad a . d. In ter vj u ud j uh tk on n a, per s o na l i j a t e is te g a ( vä l is ed hu v i gr up i d/ par tn er i d) pe ak s k es tm a m ax 30 - 5 0 m in ü h e in ter vj uu k oh t a . I n ter vj u u d t ee n us e s aaj at e ga pe ak s id ol em a k orra l da t u d gr u p ii n ter vj u ud e na ( m ax 5- i n im es t k orr ag a) e. J uh i g a/ d ir ek tor ig a i n ter vj uu p e ak s ol em a p la n ee ri t ud as ut us e k ülas t us e te is e le p ä e va l e ( s o o v it a va l t p ea l e lõ u na l) . f. Lõ p l ik as ut us e k ül as t us e pr ogr am m peak s o lem a t ao t lej a j a au d i it or i va h e l k ok k u le p it u d j a s a ad e tu d EQ U A S S k o ha l ik ul e es in d aj a l e . Asutuse külastuse ajakava kuup ä ev P äev 1 Ae g T egev us ( l üh ik e k irj e l dus ) 9. 0 0- 9 .3 0 A v ak oos o lek , a ud i ti pr ots es s i tu t v us t us 9. 3 0 – 1 2. 30 A ud i te er im is ek s es i ta t ud dok um en ta ts io o ni g a tu t v um ine 12 . 30 – 13 .0 0 Lõ u na Version 1.0 12  13 . 45- 1 4. 3 0 In ter vj u u A S H KT k va l i te e dij u hi g a ( e e li nf o , et s o o v ib Sk yp e ) 14 . 30- 1 4 .4 5 A ud i ti dok um en ta ts io o n i k oos t am in e 14 . 45- 1 5. 3 0 In ter vj u u p er s o n al i gr u p ig a nr 1 * 15 . 30 - 1 5 .4 5 A ud i ti dok um en ta ts io o n i k oos t am in e 15 . 45- 1 6. 3 0 In ter vj u u k l i en d ig ru p ig a nr 1 * * 16 . 30- 1 6. 4 5 A ud i ti dok um en ta ts io o n i k oos t am in e 16 . 45- 1 7. 3 0 T een us e os ut am is e k o ha (k ort er i) k ü l as t us kuup ä ev P äev 2 Ae g T egev us ( l üh ik e k irj e l dus ) 9. 0 0- 9. 4 5 In ter vj u u r a has taj a ga ( s oo v i k orra l võ i b s k yp e) 9. 4 5- 1 0. 0 0 A ud i ti dok um en ta ts io o n i k oos t am in e 10 . 00- 1 0. 4 5 In ter vj u u k l i en d ig ru p ig a nr 2 * ** 10 . 45- 1 1. 0 0 A ud i ti dok um en ta ts io o n i k oos t am in e 11 . 00- 1 2. 0 0 In ter vj u u p eam is t e k o o s tö ö par tn er i( te) g a ** * * 12 . 00- 1 2. 3 0 A ud i ti dok um en ta ts io o n i k oos t am in e 12 . 30- 1 3. 0 0 Lõ u na 13 . 00- 1 3. 4 5 In ter vj u u v a nem te ge v u s j uh e nd aj a g a 13 . 45- 1 4. 0 0 A ud i ti dok um en ta ts io o n i k oos t am in e 14 . 00 – 14 .4 5 In ter vj u u p er s o n al i gr u p ig a nr 2 * 14 . 45- 1 6. 0 0 A ud i ti dok um en ta ts io o n i k oos t am in e 16 . 00- 1 7. 0 0 A ud i ti lõ p et am in e, t a g as is i d e a ndm i ne ( lõ p u k oos o l ek ) * Pers o n al i gr up p 1 j a 2 - võ im al us e l 4 t e ge v u s j uh e nd aj a t, k es j u h en da v a d er in e v a id te e nus e id , m õ lem as gr up is 2 * *K l i e nd i gr up p 1 – v õ im al us el 3 t ee n us e s aaj at (1 k og uk on na e l am is e te e nus e; 1t o et at u d e lam is e te e nus e j a 1 t ö öt am is e t o et am is e t ee n us e s aaj a ) * ** K l i en d i gr u p p 2 – i g ap ä e va e l u to et am is e t ee n us e s aaj a k o os l äh ed as eg a * ** * K oos t öö p ar t n er i d : v õ im al us e l m õn e k l i e nd i t öö a ndj a j a ük s s ots i aa l te g e vus e k oos t öö p ar t n er ( te g e v us r in g i j u he n daj a ) Version 1.0 13