EQUASS ASSURANCE
ASUTUSE KÜLASTUSE
ETTEVALMISTAMISE VORM
Asutuse külastus: 27-28. november 2013
MTÜ Iseseisev Elu
Audiitor: Epp Sillaste
© 2012 by European Quality for Social Services (EQUASS)
Kõik õigused kaitstud. Antud dokumendi elemente ei tohi paljundada, kopeerida ega muul elektroonilisel moel
salvestada ilma EQUASS kirjaliku loata.
Asutuse külastuse ettevalmistamise küsimused
EQ U AS S As s ur a nc e t ao t lus v or m i le j a a nt ud l is ai nf orm ats i oo n i l e p õh i n ed es pa l um e
te i l e tt e va lm is t us ek s v as t at a j är g ne v at e l e s e l gi t us t n õ ud v at e l e k üs i m us tel e :
Üldised teemad (max. 10 küsimust)
1. P a lu n k ir j e l da g e l ü h id a lt om a as ut us t - om a k lie nt e/k l i en d i gr up p e , p ers o na l i,
pe am is i k oos t öö p ar t n e r e id , r a has t aj a i d.
2. Ku i das on k l ie nt i d e ar v v i im as e l 3 a as t a l m uutu n ud ?
3. Ku i das on t e en us e os u t am is e k ä i gus k ai ts tu d k l i en d i õ i gus e d?
4. Ku i das on k or r a l d at ud t e i e as u t us es k li e n d i l i ik um ine ü h e lt t ee n us e l t te is e le ?
5. K as ol e te v i im as e 2 aas t a j o ok s ul t u vas t a nu d tak is tus i , m is e i v õ im al da s uj u v a l t
te e nus t os ut ad a j a k as o n n ä it e id , k us o l et e s e ll ek s m id ag i e tt e v õ t nu d ?
6. P a lu n k ir j e ld a ge lü h i da l t om a or g an is ats i o on i i g a - aas tas t te g e vu s te p l an e er im is e
j a aru a n dl us e pr ots es s i.
7. Pa l un t o o ge n ä i de /p aar nä i d et i n no v a ts i o o n is t t e ie or g a nis a ts i o o n is .
8. Kas t e i l o n v ä lj a k uj u n en u d n. ö re g u la ar ne t ö öa n dj a t e s i ht gr u pp , k el le g a t ee te
k oos t öö d ?
9. Kas /k ui d as m ot i v ee r it e t öö a n dj a i d, e t n ad v õ tak s i d t ei e k li e nt e t öö l e ?
10 . K u id as o n k or r a l da tu d K a its tu d t öö ük s us e j ärj e p i de v t ö öp õ ld ?
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. K u id as l o o di et te v õt te m is s i o o n ja
v is io o n n i ng mil v i is il ta g at i selle
x
k om m unik a ts i o on k õ ig i l e o lu l is te l e
os a p oo l te l e ?
2. P a lu n t u t vus t ag e j a n ä i dak e, k u i das
to im ub t 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
tu l em us te h i n dam i n e ja pa re n dus te
te g em in e ehk PD C A ts ük k el.
3. K u id as k og ut e er i ne v a te l t
hu v i gr up p i de l t ta g as i s i de t j a k as o le te
x x x
s e ll es t t ul e ne v a l t om a te ge v us tes m id a g i
m uutn u d?
P er so na l 1 K ui d as h in n at ak s e teie as u t us es
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
tö öt i n gim us i?
2 K u id as h i nd a te p ers on a l i k om pe te nts e ? x x
3 Kas t ei e tö ök es k k ond o n tur v a l in e n in g
x
k uid as t oim u b tö ök es k k onn a h in d am in e?
4. K as ja k ui d as h in d at e pers o na l i
x x
k ool i tus te ef ek ti i vs us t ?
Version 1.0
3
Õ igu se d 1. Ku i d as t o im ub k li e nt i de
i nf or m eer im in e t em a õi g us t es t ja x x
k ohus tus tes t ?
2. K u i das on ta g a tu d p ers o n a li ja
v ab a ta ht l ik k e te ad l ik k us k li e nd i õ i gus tes t x
j a k oh us tus tes t ?
3. K u id as o le t e a va l da n ud k li e nt i de l e
to et us t n e nd e is e x x
ots us t am is e / en es em äära t lus e os as ?
4. Kas hi n d at e i ga- a as t as e lt k oos
te e nus e s a aj a te g a om a k äi tum is t
x x x
te e nus e s a aj a te e n es em äär am is õ ig us es t
l ug u pi d am is e os as ?
5.
E et i k a 1. Ku i das (m i l v i is il ) on t öö taj a d ja
v ab a ta ht l ik ud inf or m eer i tu d as ut us e
ee t ik a po l i it ik as t n i ng k äi tum is e x
põ h i pr in ts ii p i des t j a v äär t us t es t t ee n us e
os u t am is e l?
2. K as t e il on t u ua m õn i nä i d e
ed us am m udes t t ur va l is us e ja
x
ter v is ek ai ts e t a g a m is el t ee n us e
os u t am is e as uk oh as ?
3. K u id as t a ga t ak s e te en us e s a aj at e
k onf id e nts i aa ls us ja is ik ua n dm ete x x
k aits e?
4. K u id as h i n da t e om a
k äit um is e/ t eg e v us t e e f ek tii vs us t te e nus e
x
s aaj at e f üüs i l is e, va i m s e v õi f i n an ts il is e
är ak as ut am is e e n n et a m is el ?
5.
Version 1.0
4
Koo st öö suh t ed 1. K u id as t o im ub k oos t ö ö
s ots i aa l p art n eri t e n i ng r a has taj a te g a
x x x
te e nus e s a aj a te l e te en us te os ut am is e
ees m är gi l ?
2. K u id as to im ub k oos t öö t ee n us t e x x x x
ar e n d am is e l?
3. M il l is te k ri te er i um ite a lus e l h i n da te x x
k oos t öös u he tes t t ul e ne v at
l is a n d vä är tus t ?
O s al em in e 1. K as on k ok k u le p it ud ja k õi g i le x x
os a p oo l te l e te a d a, k ui das t ee n us e
s aaj a d os a l e va d t e en us te
v ä lj a tö öt am is e l j a k v a li t ee d i / tu l em us t e
h in d am is e l?
2. K u id as o n t ee n us e s aaj a id j õ us ta tu d ? x x
3. K u id as a na l üüs i te t e en us e s aaj at e v õ i x x x
ne n de es i nd aj at e os a lem is eg a s eo tu d
te g e vus i j a pr o ts e d uur e?
Is ik uk e sk su s 1. K u id as o l et e k ind l ak s te in u d x
po t en ts ia a ls e t e te en us e s a aj a te
v aj a d us e d ?
2. P a lu n k irj e ld a ge j a n ä id ak e, k u i das x x
o le te t o im in ud , kui t ee n us e s a aj a
o luk or d j a v aj a d us e d on m uu t un u d n i n g
es ia l gs e l t k oos t at u d p l aa n e i o l e e n am
Version 1.0
5
v aj a d us t e le vas t a v.
3. K as k oos tö ö pa rt n er id on t e in u d x x
s is ul is i m ärk us i t e en us te
ar e n d am is ek s /m uutm i s ek s ? Ku i , s i is
pa l u n to o ge m õn i n äi d e.
4. K as o l et e t e i nu d m uuda t us i om a x x x
te e nus tes ( v õi lo o nu d u us i t e e nus e id )
l äh tu v a lt te e nus e s a aj a te v aj a d us t es t ,
ne i l t s a ad u d t ag as is id es t ? P a l un to o ge
nä i d e/ nä i te i d.
Lai ah a ar de li su s 1. K u id as m õõ da te k l i en d i e l uk v al i t ee t i x
par e n da v at e t eg e v us t e ef ek t i i vs us t?
2. K u id as t ag at e , et te e nus e x
os u t am is e ga s e ot ud p eam is ed
pr o ts es s i d on v as t a vus es t ee n us e
os tj at e ja r ah as taj a te po o lt te ht u d
et te p an ek ut e/m ärk us t e ga ?
3. M i ll is e i d m eetm eid om a x
or g a n is a ts io o n is rak e nd a te , et ta g ad a
k lie n ti d e le n en d e va j ad us t e l e vas ta v
k atk em atu t e e nus ?
4. K u id as ai t at e p er s on a l i l ar e nd a da X x
om a os k us i ja k om pe t en ts e t e en us e
s aaj at e e l uk va l i te e d i t õs tm is ek s ?
T ulemu st el e 1. Ku i d as o le t e k om m unik eer i n ud om a x x x
ori en t e e rit u s te g e vus te ja t u le m us te ar u an d ed
o lu l is t e l e hu v i gr up p i de l e?
Version 1.0
6
2. K as o l et e r ah u l p os i ts i o on i g a ra h ul o l u x
s k aal a l?
Pi dev a r eng 1. P a lu n pr es e n te er i g e üh e või k ah e x
nä i te a bi l PD C A ts ü k li t oim i v us t te i e
or g a n is a ts io o n is
2. P a lu n t oo g e nä i d e i nn o v aa t i lis es t x
tö öm eet o d is t .
3. P a lu n to o ge ük s ar en d us p roj ek ti x
nä i d e.
4.
5.
Version 1.0
7
3. Nõutav dokumentat sioon
EQ U AS S As s ur anc e ta ot l us es s e m ärg i tu d i nf o le j a lis a de l e p õh i n ed es pa l um e
v aa t lus ek s e tt e v a lm is ta d a j är g n e v d ok um ent ats i oo n :
1. T ege v us k a va j a t e ge v us ar u a nd e d
2. K v al i te e d ik äs ir a am at
3. K oos o l ek ute pr o tok o l l i d
4. P ers o n a li p o l ii t ik a
5. Le p i ng u d
6. Ra h ul o l uu ur i ng ut e k ok k uvõ tt e d
7. K l ie n d i t e g e vus p la a n id , r eh a b il i t ats i oo n ip l a a n id j a h i n na n gu d
8. K l ie nt i d e i nf ot u nd õi g u s tes t j a k o hus tus t es t
9. Ar en g u ves t lus e pr o tok o ll i d
10 . K l ie n d i t e a v it us j a n õu s o lek u l e ht
11 . K ok k uvõt t ed j a ül e v aa t ed pers o na l i e n es e tä i e nd us es t j a k oo l it us v aj ad us es t
12 . Ül e v aa d e es it at u d e tt e pa n ek ut es t , k ae b us t es t, v as tus t es t
13 . E- k ir j a d
14 . Fü üs i l is t, v a im s et j a m aj an dus l ik k u tur v a l is us t o hus ta t a va te o l uk ord ad e
en n et am is e , r e ag e er i m is e j a j u h tum it es t t e a v it am is e k ord
15 . T agas is i de ar u an d ed lä b it ud k oo l it us e k o ht a
Version 1.0
8
4. Personali, teenuse saajate ja teiste oluliste huvi gruppide
intervjueerimine
EQ U AS S As s ur anc e t ao t lus es an tu d v as t us te l e j a t õ en d it e l e p õh i ne d es p a lum e
k orral d ad a i n ter vj u ud j är gm is te in im es t eg a (f unk ts io o n j a k es t v us ) :
Juhtkond Kestvus
1. As ut us e j u h t 40m i n
2.
3.
4.
5.
6.
Personal Kestvus
1. P ers on a l igr u pp nr 1 - k un i 5 t ö öt aj a t 45m i n
2. P ers on a l igr u pp nr 2 - k un i 5 t ö öt aj a t 45m i n
3.
4.
5
6.
Teenuse saajad Kestvus
1. K l i en d i gr u p p 1 j a 2 - m õlem as k un i 5 45m i n +4 5m in
k lie n ti , k es o n s aa n ud t e ie as u tus es
Version 1.0
9
er in e v a id t e en us ei d
2.
3.
4.
5.
6.
Teised huvigrupid Kestvus
1. Ra h as t aj a es i n d aj a 30m i n
2. P eam is e k o os t öö p ar tn er i es i nd aj a d (2) 45m i n (s o o vi t a va l t k or rag a)
3.
4.
5.
6.
Version 1.0
10
5. Asutuse kül astuse ajakava formaat
1 P ÄEV
9.45-10.15 Avasõnad, audit i protsessi tutvustus , tutvumine teenuse
osutamise kohtadeg a Tartu üksuses
10.15-13.15 Tutvumine dokumentatsiooniga
13.15-13.45 Lõunapaus
14.00-14.45 Inter vjuu personaligrupiga nr 1 *
14.45-15.30 Kohtumine kliendigrupiga nr 1**
15.30-16.15 Auditi dokumentatsiooni koostamine
16.15-17.00 Inter vjuu peamiste koostööpartneritega***
17.00-18.00 Auditi dokumentatsiooni koostamine
2 P ÄEV
9.00-9.45 Elva üksuse külastamine, vest lus Elva üksuse tööt ajaga
9.45-10.15 Vest lus kliendigrupiga nr 2** Elva üksuses
10.30-11.15 Rõngu üksuse külastamine, vestlus Rõngu üksuse töötajaga
11.30-12.45 Tagasisõit Tartu üksusesse, audit i dokumentatsiooni
koostamine
12.45-13.15 Inter vjuu rahastajaga
13.15-13.45 Lõuna
14.00-14.40 Inter vjuu juhatuse esinaiseg a
14.30-16.00 Auditi dokumentatsiooni koostamine
16.00- Audit i lõpetamine ja tagasiside andm ine
Version 1.0
11
*Personaligruppidesse 1 ja 2 võiks kuuluda erinevaid spetsialiste (v.a
juhi d), ühes grupis 3 kuni 5 tööt ajat.
** Kliendigruppidesse 1 ja 2 palun kutsuda samuti 3 kuni 5 klienti
ühes grupis.
*** Peamise koost ööpart neri intervjuul oleks soov kohtuda 2 teie
haigla koostööpart neriga, kellega on t eil kõige enam kokkupuudet.
Version 1.0
12
EQU ASS ASSUR AN CE
AUDI T REPORT
Site visit: 25.11 -26.11.2013
MT Ü Iseseisev Elu
Epp Sillaste
© 2012 by European Qualit y f or Social Services (EQUASS)
All r ights reser ved. No part of this document may be repr oduced in any f orm
or by any means, electronic, mechanical, photocopying and recording or
other wise wit hout the prior wr itten permission of the EQUASS.
1. Information of the social service provi der
Name of the social MTÜ Isesei sev El u
service provider
Address:
Peetri tn 26, Tartu
Post box: Tartu 50303
Person responsible Maire Koppel
(CEO):
Contact person: Piia Pomerants
Phone: 7403403, 5159123
Fax:
E-mail: info@iseseisev-elu. ee
Web site: www.iseseisev-elu. ee
Name of Auditor: Epp Sillast e
Dates of audit: 52-26.11.2013
Clients: Number of person served: 350
As of (date): 31.12.2013
Staff: Number of Full time staff : 31
Number of Part time staff : 8
Number of Contracted staff : 39
Number of volunteer s (if applicable) : 2
Services: Rehabilitation servi ces, dail y life support
service, supported employment service,
2
supported li ving service.
3
2. Audit program
9.45-10.15 Avasõnad, audit i protsessi tutvustus, tutvumine teenuse
osutamise kohtadeg a Tartu üksuses
10.15-13.15 Tutvumine dokumentatsiooniga
13.15-13.45 Lõunapaus
14.00-14.45 Inter vjuu personaligrupiga nr 1*
14.45-15.30 Kohtumine kliendigrupiga nr 1**
15.30-16.15 Auditi dokumentatsiooni koostamine
16.15-17.00 Inter vjuu peamiste ko ostööpartneritega***
17.00-18.00 Auditi dokumentatsiooni koostamine
2 P ÄEV
9.00-9.45 Elva üksuse külastamine, vest lus Elva üksuse tööt ajaga
9.45-10.15 Vest lus kliendigrupiga nr 2** Elva üksuses
10.30-11.15 Rõngu üksuse külastamine, vestlus Rõngu üksus e töötajaga
11.30-12.45 Tagasisõit Tartu üksusesse, audit i dokumentatsiooni
koostamine
12.45-13.15 Inter vjuu rahastajaga
13.15-13.45 Lõuna
14.00-14.40 Inter vjuu juhatuse esinaiseg a
14.30-16.00 Auditi dokumentatsiooni koostamine
16.00- Audit i lõpetamine ja tagasiside andm ine
4
3. Detailed feedback on performance
1. The social ser vice provider def ines documents and implements its
vision and mission values on ser vice provision.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
NGO Iseseisev Elu has documented
and implemented their vision as their
mission and govern values. These
are documented in Qualit y
Handbook, homepage, Services
Brochur e (f or clients), Inf ormation
Stands.
During the inter views was validated
that employees a nd exter nal
customers are awar e of the vision,
mission and corporat e values .
2. The social ser vice provider def ines, documents, and implements its
qualit y policy by determining long term qualit y goals, and its
commitment to cont inuous improvement.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
5
NGO Iseseisev Elu def ines its qualit y
policy and pr inciples in t heir Qualit y
Handbook. The policy includes
principles concerning determining of
long term goals and cont inuous
improvement.
Qualit y principles and annual results
are discussed and introduced to staff
members in annual staff meetings.
Staff members consider all the
qualit y policies and procedures and
other documents that regulate the
ser vice deliver y as guidelines on
their work.
3. Persons ser ved, f amily members and service user organisat ions
are able to give f eedback on their individual and collect ive experience
of programmes and ser vices.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
6
NGO off ers possibilities f or all t he
stakeholders to give f eedback on
their individual and collective
exper ience of programmes and
ser vices.
For persons ser ved the most
important way f or giving f eedback is
in f ace to f ace meetings, but also
special clients sat isf action sur veys
(these sur veys were ver y good
qualit y), Clients Board Meet ings and
complaint management system.
There is also letterbox in
organisat ions lobby, where clients
can write their proposals and
complaints.
Collecting f eedback f rom f under and
main co-partners is organized
through meetings, calls, e -mails and
individual f eedback -questionnaires.
Protocols of the meetings, e -mails
and results of surveys wer e
presented.
During the inter views was validated
that the stakeholders h ave great
opportunit y to give f eedback.
4. The social ser vice provider inf orms all stakeholders about the
off ered programmes and ser vices available.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
7
NGO Iseseisev Elu inf orms its
stakeholders about programmes and
ser vices available through several
channels- Clients Ser vices
Brochur es, homepage, e -mails,
Annual Plan, Intranet and
Inf ormation Stand.
Besides written distribut ion of
inf ormation, there wa s also oral
inf ormation that is distributed to
diff erent parties through diff erent
meetings.
Also meeting protocols were
presented as proof that all relevant
inf ormation was presented to all
interest ed part ies.
5. The social ser vice provider management establishes and documents
an annual planning and review pr ocess.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The annual planning and the review
process is document ed in the Qualit y
Handbook.
There is def ined how the process is
conducted. There is also proof of
annual planning and reviewing
documents (pr otocols) .
8
6. The plan includes:
annual outcomes / targets
the activit ies to be undertaken in achieving the annual targets
monitor ing of the perf ormance of the organisation in meet ing its
annual targets
time-scales and procedures f or review and revision.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The annual planning is held in the Annual plan should also include
document “ Annual Action Plan ( 2013) perf ormers.
“. The document included
objectives, act ivities, measura ble
results, dates.
Aastaplaan võiks sisaldada ka
Monitor ing of the perf ormance`s is vastutajaid. Pr aegusest plaanist on
organised once a year and vastutajad puudu.
presented to all the staff members,
clients and partners.
Documents are approved by
manager of the organization.
7. The social ser vice provider demonstr ates organisation’s suc cess in
satisf ying the needs and expectat ions of the societ y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
9
NGO considers collecting f eedback
f rom diff erent stakeholders important
f or f ormation and development of
ser vices.
Collecting f eedback f rom clients and
staff is organised through monthly
meetings and once a year big annual
planning and revision meeting.
Satisf action Sur veys among staff ,
clients and co -partners are
conducted once in ever y t wo years.
There is proof of organisations
success in satisf ying the needs and
expectat ions of the societ y.
Examples and success stories wer e
presented.
During inter vi ews of stakeholders it
was clearly stated that NGO has
great success in satisf ying the needs
and expectat ions of the societ y.
8. The social service provider demonstrates organisat ion’s social
responsibilit y through activities contributing to the societ y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
10
There was clear proof of
organisat ion` s success in
contribution to the societ y.
Local Societ y gets access to usef ul
products pr oduced by the
organisat ion clients (hand craf t).
They launched special project f or
drag and alcohol addicts (based on
needs assessment ) and helped
several supported employment
clients to reach an d stay on labour
market.
Their specialists have perf ormed in
local radio and also f or local
businesses (employers).
9. The social ser vice provider has a staff recruitment and retention
policy that promot es the selection of qualif ied personnel based on
required knowledge, skills and competences.
Remark from the auditor: The ser vices of the social ser vice pr oviders mee t
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
11
NGO has document ed Staff Policy.
The policy also consists of
principles f or recruitment and
descr ibes the process of recruitment.
Staff are chosen based on their
competences, skills, knowledge and
previous work exper ience.
Recruitment is based on equal
opportunit ies and non -discrim inat ion.
10. The social ser vice provider operat es in compliance wit h m andator y
national legislation, providing appropriate working condit ions,
adequate and agreed staff level and staff ratio, and appropr iate
rewarding f or staff and volunteers.
Remark from the au ditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
12
In NGO Iseseisev Elu mandat or y
national legislations are f ollowed.
Policy` s and documents are based
on these laws.
Staff members are recognised in
many ways- monetary recognition or
special gif ts, staff engagement days
and events, f ree days (3 per year,
with salar y), staff training days.
Ever y year manager nominates some
of their best staff member to contest
Social W orker of the Year, who gets
the recognit ion.
Workplace risk assessment syst em is
in place and reviewed periodically.
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.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
13
There is an annual plan f or staff
training and development at the
organisat ion.
Ever y year af ter staff super vision
meetings diff erent departments
present t heir needs of trainings to
organisat ions manager, who
compiles Training Plan f or the whole
organisat ion.
The result and eff ectiveness of the
trainings are measured through
special evaluation sheets. Those
evaluat ion sheets are made available
f or ever yone in t he organisat ion and
also contain inf ormation about
training materials, so that other team
members can also view the mater ials
in case of a need and/or interest .
12. The social ser vice provider applies requirements f or competence in
the ident if ied roles and f unctions of staff and evaluat es them on
annual basis.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assura nce certif ication program
Strengths Improvem ent & developments
14
All the specialists in NGO have a job Staff supervision meetings contain
descr iption that consist of also evaluation of the compet ence
requirements f or working in that requirements f or staff but f rom the
particular position. presented protocols it was too
superf icial. Organisation should
In Personnel Policy is wr itten that consider to evaluate competences of
competences of staff are discussed staff more thoroughly and protocols
and evaluated in regular basis. Once should also cont ain super visors
a year staff supervision meet ings are evaluat ion and proposals.
conducted.
Soovitus on võtta kasutusele
The perf ormance of staff members, põhjalikum töötaja kompetentside
who are direct ly involved in the hindamise süsteem. Praegustest
provision of services to the persons arenguvest luste protokollidest
ser ved are also r eviewed through puudus täielikult juhipoolne hinnang
regular staff meetings. töötaja kompetentsidele ning
arenguvajadustele.
During the inter views was validated
that staff is f amiliar wit h the
requirements f or competences and
also with the evaluat ion pr ocess.
13. The social ser vice provider recognises the staff as a resource f or
f eedback on organisational perf ormance, ser vice development and
staff development
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
15
Involvement of staff members in
organisat ions planning and
monitor ing process is regulat ed by
the Personnel Policy.
The management involves the staff
mostly by regular planning meetings.
Protocols of these meetings were
presented.
Staff Satisf action Survey is also a
way to involve staff. This sur vey is
conducted once in ever y t wo years.
Results of the analysis were
presented.
The plan f or training activit ies is
based on f eedbac k f rom staff .
During the inter views was validated,
that staff is involved in ser vice
development as well as planning
their own development.
14. The social ser vice provider has mechanisms in place to enhance
satisf action and mot ivat ion of staff
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
16
Organisation conducts once in ever y From the Staff Satisf action Sur vey
two years Staff Satisf action Sur vey Analysis which was present ed to
where they evaluat e staff satisf action auditor revealed that only 63% of
in f ollowing topics - organisat ions staff members participated in this
atmosphere, colleagues support, Sur vey. Organisat ion explained t hat
management`s attitude, movement of it was conducted in summer when
inf ormation, recognit ion of staff . many of team members where in
vacation. Auditor suggests to carry
Staff members are recognised in out next sur vey in more proper time
many ways- monetary recognition or and insure that at least 80% of staff
special gif ts, staff engagement days members would participate.
and events, f ree days (3 per year,
with salar y), staff training days. Soovitus on viia edaspidi töötajate
Ever y year manager nominates some arenguvest lus läbi sellisel ajal, mis
of their best staff member to contest tagaks vähemalt 80% töötaja te
Social W orker of the Year, who gets osalemise. Praegune 63% vastam ise
the recognit ion. määr on liialt väike, et teha
suuremaid üldistusi.
15. The social ser vice provider assures the rights of persons ser ved
outlined in a Charter of Rights which is based on the EU Charter of
Fundamental Rights , the European Convention f or the Protection of
Human Rights and Fundamental Freedoms of the Council of Europe
and other internat ional human rights convent ions, especially those
elaborated under the United Nat ions.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
17
NGO Iseseisev Elu has a Charter of
Rights and Responsibilit ies as part
of Clients Ser vice Brochur es (they
have diff erent brochures f or ever y
ser vice) and in the I nf o Stands of the
building (f or ever ybody to see).
Rights and duties are also part of
Clients Contracts and are discussed
bef ore they enter the services.
Charter of Rights and
Responsibilit ies r efers to relevant
international and European
regulations.
During the inter views it was also
validated that staff is aware of the
charter of rights.
16. The social ser vice provider inf orms the person served about
his/her rights and duties especially to equal treatment on g rounds of
age, disabilit y, gender, race, religion or belief and sexual orientat ion
bef ore receiving the ser vices.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
18
NGO Iseseisev Elu inf orms service
users about their rights and duties
during the f irst meeting. The rights
and duties f ocus at equal treatment
on grounds of age, disabilit y, gender,
race, religion and sexual orientation.
This inf ormation is given during the
f irst meeting bef ore they start to
receive the ser vices and it is also
included in t he Clients Ser vice
Contract.
Clients rights and duties are also
presented in organisations Inf o
stands and are part of Ser vice
Brochur es which are available in
organisat ion hall.
During the inter views with persons
ser ved was validat ed that they are
aware of their rights and dut ies.
17. The social ser vice provider has accessible complaint management
system which registers f eedback on perf ormance f rom persons served,
purchasers and other relevant stakeholders.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
19
There is a clear complaint
management system in place. Ther e
are both a documented f orm and a
procedure f or placing complaints that
is described in “Complaints
management Procedure”. This
procedure allows to submit
complaints in written via e-mail or
place it in special letterbox in
organisat ion hall . There is certain
period f or dealing with complaints.
Also det ail procedure who ar e
responsible to solve certain
complaints. Organisation has a f orm
where t hey reg ister all the
complaints and they analyse
complaints on regular basis.
Stakeholders ar e aware of the right
to submit a claim in case of a need
but ser vice users mostly pr ef er
solving problems thr ough discussion
as they f ind the communicat ion wit h
ser vice provider easier.
18. The social ser vice provider respects t he f undamental right to self -
determination of the person ser ved. They f reely determine their
polit ical status and f reely pursue their econom ic, social and cultural
development.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
20
Right to self - determinat ion is
regulated with Qualit y Handbook,
Charter of Rights and
Responsibilit ies and Pr inciples of
ethical behaviour in the organisation.
Right to self -determinat ion is f irst
discussed when client is entering the
ser vic e..
Evaluat ion on self - determination is
carried out through Individual Plans,
meetings with client s and monitoring
of complaints. Pr otocols of the
meetings were pr esented.
19. The social ser vice provider f acilit ates the person served in
choosing and having access to advocat es and/or supporting persons.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
21
To have access to advocates and/ or
support ing persons are included as
part of the individual planning
process (client contract, inf ormation
sheet, ser vice br ochures).
The needs of support are detected in
individual meet ings with t he person
ser ved.
During individual meetings they al so
evaluate how they f acilitate that
persons ser ved get access to these
support ing persons.
Organisation conducts yearly report
where they evaluate their
perf ormance in f acilitat ing persons
ser ved to have access to
advocates/support ing person.
20. The social ser vice provider def ines and documents its policy on
ethics that respects and assures the dignity of the persons ser ved,
protects them f rom undue r isk and promotes social just ice
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
22
Organisation has Policy of ethical
behaviour which is guideline on
ethics in the organisation ser vice
provision. Protocols of meetings
where this policy is presented t o
staff and discussed were shown.
Policy of ethical behaviour is also
presented in o rganisations Intranet,
hall and homepage.
During the Interviews was validated
that specialists ar e awar e of the
Policy and they use these principles
in their work with persons ser ved.
21. The social ser vice provider operates mechanisms which prevent
the physical, mental and f inancial abuse of users.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
23
Organisation has document ed the
policy and procedures to prevent
physical, mental and f inancial abuse
of persons ser ved.
They evaluate the eff ectiveness of
its policy to prevent physical, mental
and f inancial abuse of persons
ser ved t hrough meetings with staff
and clients (f amily m embers) .
They also make an year ly over view
of suggestions and complaints which
is discussed among staff and clients
(annual meet ings).
22. The social ser vice provider provides ser vices in a saf e system of
working within a saf e environment to ensure the physical securit y of
persons ser ved, their f amilies and caretakers.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
24
There exists Health and Saf ety
statement and Workplace Risk
Assessment system.
Staff members who work with clients
are obligated to have regular health -
control and this is monitored on
regular basis.
There are saf ety rules f or specialists
who are visiting clients at their
homes.
23. The social ser vice provider def ines, documents, monitors and
evaluates a set of principles, values and procedur es that gover n
behaviour in ser vice deliver y containing aspects of conf identialit y,
accuracy, privacy and integrit y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
25
Principles of ethical behaviour is
guideline on ethics in the
organisat ion ser vice pr ovision.
These principles were introduced
and discussed with staff members in
meetings.
Principles of ethical behaviour is
also presented in organisat ions Inf o
stands, homepage, service
brochures.
During the Interviews was validated
that specialists ar e awar e of the
document and they use these
principles in their work with persons
ser ved.
24. The social ser vice provider def ines, documents, monitors and
evaluates procedur es f or assuring conf identialit y of data regarding the
persons ser ved and t he ser vice provided t o them.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
26
The procedures f or assuring
conf ident ialit y regar ding the persons
ser ved and the ser vice pr ovided t o
them are gener ally def ined and
document ed in the Qualit y Handbook
and more specif ic in Conf identialit y
Policy (pr inciples). They also have
guidelines f or s taff how to deal wit h
clients individual plans and
documents.
During the inter views was validated
that service users are well aware of
their right f or conf identialit y of data.
Policies are r eviewed wit h staff
members and clients regularly.
25. The social ser vice provider def ines the roles and responsibilities,
author ities and the interrelation of all personnel who manage, design,
deliver, support and evaluate the ser vice provision to person served.
Remark from the auditor: The ser vices of the soci al ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program from the
auditor:
Strengths Improvem ent & developments
27
The roles and responsibilit ies of
management are def ined in Qualit y
Handbook and also in NGO
f oundation document. These roles
are also introduced in organisation`s
homepage, intranet and Clients
Brochur es.
Roles and responsibilit ies of
specialists who com municate direct ly
with clients are documented in job
descr iptions and introduced to
clients in their f irst meeting with the
specialist.
26. The social ser vice provider works in partnership with other
organisat ions in the provision of services.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
28
NGO Iseseisev Elu works in
partnership with other organisations
in provision of services. Pr inciples of
partnership are wr itten in Qualit y
Handbook.
Organisation has g ood partnership
with Tartu Cit y, Unemploym ent
Off ice, local schools and
organisat ions.
NGO`s clients are represented by
Clients Boards and management and
specialists are also working in good
partnership with these Client Boards
(regular meetings).
Funding Agency- The Social
Insurance Board. The coo -operation
is mostly wit h local department .
Added value of its partnership is
evaluated by annual meet ings.
Protocols of these meetings were
presented.
Interviews with partners gave
certaint y that NGO evaluates
partnership highly and contributes to
it regular ly.
In 2012 organisat ion received lette r
of thanks f rom Unemploym ent Off ice,
it was received because of ver y good
partnership.
29
27. The social ser vice provider works in partnership with persons
ser ved, purchasers and other stakeholders in the development of
ser vices.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Partnership with persons ser ved in
the development on ser vices is
organized through clients meet ings,
Clients Board meet ings and special
Working Club meetings.
Partnership wit h f unders in that topic
is mainly organised while
agreements are neg otiated.
Organisation also has co -operat ion
agreements with local municipalit y,
cit y and Unemploym ent Off ice.
In the development of services NGO
also co-oper ates wit h f oreign f unds -
they have f our development projects
currently r unning.
Involvement to needs assess ment of
persons ser ved is or ganised by client
assessment meetings and Client
Board meet ings.
30
28. The social ser vice provider includes persons ser ved as active
participants in planning and have set up appraisal made up of on-
going of an on-going structured dialogue process in the management
of the service, including the def init ion of the needs, the definition of
the ser vices, as well as of the evaluat ion of qualit y.
Remark from the auditor: The ser vices of the social ser vice pr ov iders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The policy f or involving persons
ser ved as active participants are
document ed in Quality Handbook and
in Ser vice Provision Procedures.
The main methods f or including the
persons ser ved are based on the
individual planning process - planning
and evaluating.
During the inter view with persons
ser ved we could be conf irmed that
they are involved in planning and
evaluat ing ser vice deliver y.
29. The social ser vice provider instit utes an annual evaluation of
participation of persons ser ved both on individual and/or group basis.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
31
There are carried out evaluations
both an individual and in group
basis.
Ser vice User Sat isf action Sur vey is
carried out to evaluate the level of
satisf action with services and
participation/involvement.
To measure the perf ormance and
qualit y of services, there are annual
meetings f or staff and clients.
In addition it wa s conf irmed dur ing
the inter views of persons ser ved
that they are involved in this
evaluat ion.
30. The social ser vice provider operates specif ic instruments f or users
to improve their per sonal empowerment and personal situat ion and.
that of their communit y
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
32
Qualit y Handbook and staff trainings
give f ramework f or empowerment of
ser vice users.
Examples of tangible results on
empowerment were presented
through success st ories , stat istical
reports and also during the client
inter views.
Organisation involves clients also to
diff erent Conf erences and events (as
one of the perf ormers ).
NGO perf orms different W ork and
Discussion Clubs to clients, which is
also a way to empower persons
ser ved.
31. The social ser vice provider operates specif ic mechanisms f or
establishing an empower ing environment.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
33
Principles of empowerment are
regulated in Qualit y Handbook,
Principles of ethical behaviour and
Conf identialit y Policy.
As empowerment in most cases is
something ver y individual then
specif ic measures ar e put in place to
meet all the specif ic needs of service
users. Usually thr ough individual
planning and evaluat ion pr ocess.
Empowerment of clients is als o
monitored in collective level - Clients
Satisf action Sur vey.
Staff members are trained to
support the empowerment of service
users.
32. The social ser vice provider selects programmes which are based on
a needs assessment at the location which is most convenient f or the
person ser ved, f amily and care takers
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iter ion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
34
Needs of current service users ar e
stated in Individual Plans.
Needs of potent ial persons ser ved
are identif ied through cooperat ion
with f under, Clients Sat isf action
Sur veys, Open Day`s Events and
based on analysis of each individual
plan (cont inuit y needs of services).
NGO always tr ies to off er its ser vices
at the most convenient location f or
persons ser ved, f amilies and carer`s.
They off er services in diff erent
locations and also in client`s homes.
33. The social ser vice provider off ers programmes consistent with the
identif ied needs of its customers and obj ectives f or the programme.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance c ertif ication program
Strengths Improvem ent & developments
35
Funder`s needs are discussed and
agreed while making service
agreements. Ever yday cooperation is
organised mostly with Funders local
department. Cooperation with
Funders head off ice is most ly with e -
mails.
Organisation has co -operat ion
agreements also wit h local
municipalit y and Unemploym ent
Off ice. They also sell handcraf t and
have contracts with buyers in
relat ion to this.
Reaching the object ives and meeting
the needs of the persons ser ved is
conducted with clients individual
plans.
Annual Plan reports ref lect the
results and benef its of co -operation
with diff erent stakeholders.
34. The social ser vice provider operates individual processes that are
driven by the needs of the person ser ved.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
36
Needs of persons ser ved ar e
discussed and ag reed f rom the
moment clients ar e enter ing the
ser vice.
Ser vice users have Individual
Plans (act ion plans and evaluat ions),
ser vice contracts . These plans
contain client´s specif ic goals
(desir ed situat ions, overall goals,
specif ic measur able object ives,
methods).
Clients sign their individual
plan/ser vice contract s .
35. The social ser vice provider documents the planning of services
based on the identif ication of individual needs and expect ations of
persons ser ved in an Individual Plan.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
All ser vice users have an Individual
Plan. Individual plans cont ain the
desired sit uation of the persons
ser ved, goals, measurable
objectives, inter vent ions.
Each Individual Plan is agreed by the
person ser ved or his/her guardian.
36. The social ser vice provider identif ies, documents, and maintains
the key ser vice deliver y pr ocesses to the persons ser ved in line wit h
its vision, mission statement and quality policy.
37
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The key ser vice deliver y pr ocesses
are identif ied and wr itten in Qualit y
Handbook and more specif ic
process descr ipt ions in Ser vice
Deliver y Processes. Processes ar e
reviewed (int ernal audits) on regular
basis. External audits are organised
by Social Insur ance Boar d (the
f under). Exter nal audit r eport was
presented and it`s results were ver y
good, which means that organisat ion
is off ering good service and has also
correct documentation system.
Integration of mission and qualit y
policy into the ser vice deliver y is
evident and staff members are well
aware of the qualit y policy.
37. The social ser vice provider reviews this deliver y pr ocess and
maintains control over the deliver y of the service.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
38
NGO Iseseisev Elu monitors the
perf ormance of the key ser vice
deliver y processes through internal
audits (regular ly). Meet ing protocols
were this topic was discussed were
presented.
Reports wer e made available in
organisat ions intranet.
38. The social ser vice provider ensur es that the person served can
access a cont inuum of services that span f rom early inter vention to
support and respond to changing requirements over time.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Evaluat ion of continuing ser vice
deliver y is carr ied out by revision of
individual plans. Then also
continuit y of services is discussed.
NGO has valid licences and
contracts, which ensures continuing
ser vice to their clients.
39. The social ser vice provider develops a seam less continuum of
ser vices and reduces barr iers in a m ult i -disciplinar y or multi -agency
setting.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication progr am
Strengths Improvem ent & developments
39
For NGO Iseseisev Elu ident if ying At the current mom ent organisatio n
and f inding barrier s is a way to can off er services to wheelchair
monitor the seam less continuum of users only in their homes because
ser vices. It is organized mostl y NGO operates at the second f loor of
through individual approach and the building and it is not wheelchair
Clients Sat isf action S ur vey. accessible. Suggestion is to f ind
ways (to negotiate with the buildings
Barriers are discussed in regular owner or f ind f unds) to make it also
staff meetings and reported in accessible f or wheelchair users.
annual reports. At the current
moment important barrier f or NGO is Ettepanek on leida võimalusi, et ka
that they do not have enough ratastoolis kliendid saaksid
resources to deal with clients who külastada teie asutust. Näiteks
have mental illness and also pidada läbir ääkimisi maja omanikuga
alcohol/drug addict ion at the same või leida välisf onde ligipääsu
time, because this target group is rajamiseks.
not f inanced on regular basis. So
NGO is f inding ways to have extra
resources to deal with t his target
group (f inding f unds and wr it ing
project applicat ions) .
NGO off ers services by diff erent
Specialists ensuring that
multidisciplinar y approach could be
applied. In case of a need there is
always opportunity t o cooperate wit h
local schools, municipalit y and
unemployment off ice to make it
possible f or the clients to get all the
ser vices they need .
40. The social ser vice provider operates ser vices f rom a holist ic
approach based on the needs and expectations of the person ser ved
with the aim of improving the qualit y of lif e f or the person ser ved.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
40
Strengths Improvem ent & developments
Qualit y of Lif e and measures of
enhancing Qualit y of Lif e of service
users are integrat ed into person
centred planning. Individual plans
activities are measured monthly and
at the end of the year to make
necessar y changes.
Individual plans are monitored,
results assessed and reported.
41. The social ser vice provider ident if ies the needed competences,
skills and support f or staff to enhance the quality of lif e f or person
ser ved.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Skills and competencies of staff to
enhance qualit y of lif e of persons
ser ved are documented in job
descr iptions. Competences of staff
are discussed and evaluated in
regular (once a year) staff
super vision meeting s.
Training system gives an opportunit y
to be mor e skilled and have higher
competences in order to be able to
support and empower service users.
41
42. The social ser vice provider identif ies its business results and
provides f ormal periodic and independent review and pr ocedures to
achieve the targeted results.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication progr am
Strengths Improvem ent & developments
NGO Iseseisev Elu has Annual
Action Plan wher e they set the
years objectives and activit ies. They
measure their perf ormances against
business object ives once a year and
compile special r eport. This report is
made available f or all stakeholders -
discussed in staff and clients
meetings and is also available in
webpage.
An independent int ernal audits are
carried out to measure the
perf ormance and r esults (once a
year). External audits ar e also
carried out , by f under or by project
f unders.
43. The social ser vice provider identif ies and registers the outcomes
and benef its f or per son ser ved of the receive ser vices on individual
and collect ive basis.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUA SS Assurance certif ication program
Strengths Improvem ent & developments
42
W ithin individual planning process
each individual’s outcomes and
benef its are measur ed.
The achieved result s and benef its of
the received ser vices on collective
basis are also measured
(satisf action sur veys, year ly
statistical reports) and documented
correctly.
44. The social ser vice provider evaluates its business results in or der
to determine best value f or purchasers and f unders ( ‘best value’ can
also be expressed in relation to the increased qualit y of lif e off ered to
the person being served).
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
43
Ser vice agreement with the f under is
discussed and evaluated annually.
Local municipalit y pointed out that
NGO`s good work has decreased
municipalit y`s work load and
Unemployment Off ice stated that
NGO`s specialists have educated
and increased t heir specialists
competences in relation to ser vice
provision to client s with ment al
illness.
Clients Individual plans with
objectives and benef its are regularly
evaluated which ensures that added
value of the services f or quality of
lif e is monitored.
Added value of the ser vices f or
qualit y of lif e of the persons ser ved
in collective level are monitored b y
Clients Sat isf action Sur vey.
45. The social ser vice provider evaluates the individual and collect ive
satisf action of persons ser ved and other stakeholders by internal
and/or exter nal evaluation.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
44
To collect f eedback and measure the
satisf action of persons ser ved,
f unding bodies and co -partners is
part of annual plan.
Satisf action of per sons ser ved is
carried out once a year. There are
special f eedback f orms organised f or
that matter.
Satisf action Sur vey of external
partners (f unders, co -partners) is
carried out once in 3 years. Yearl y
satisf action with NGO`s work is
negotiated by meetings or when
yearly f inancing agreement is made
(with f under).
Client Board meetings are in place
f or assuring ap propr iate
measurement of satisf action of
clients.
Qualit y Handbook sets the principles
f or assuring appropr iate and
objective measurement of
satisf action of stakeholders.
46. The social service provider provides accessible and easily
understandable records on outcome, including personal perception
and achievements
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
45
All the relevant reports - annual plans
reports, statistical documents,
satisf action sur vey`s are available in
organisat ions webpage and on site,
in Clients ser vice brochures. The
content of these documents ar e
discussed in regular client and staff
meetings.
The documents m entioned above
contain also personal percept ions
and achievements.
47. The social service pr ovider act ively disseminates organisat ion
perf ormance among its staff , service users and external st akeholders.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
46
Annual reports wit h annual results,
achievements and personal
percept ions is pr ovided to diff erent
stakeholders.
Results are discussed in meetings
with staff and individual
achievements and percept ions of
ser vice users are discussed on
individual bases.
Results in collective level ar e
discussed in yearly clients and staff
meetings. All relevant protoco ls of
mentioned meetings were presented
and inter views conf irmed their
occurrence.
NGO`S annual reports are also
available on homepage.
48. The social ser vice provider has a st andard procedur e f or continuous
improvement on the basis of an improvement cycle.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication pro gram
Strengths Improvem ent & developments
47
Cont inuous improvement process is
document ed in Qualit y Handbook.
Organisation compiles action plan f or
one year, perf ormance indicat ors are
measured at the end of the year.
There exists a PDCA cycle in annual
planning and it`s reviewing process.
Qualit y improvement projects were
document ed.
49 The social ser vice provider identif ies perf ormance indicators f or
measuring the result s of the improvement actions.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
NGO Iseseisev Elu has perf ormance
indicators f or measuring the result s
of all impr ovement projects.
Improvem ent projects objectives ar e
def ined and results measured.
All the improvement projects are
discussed dur ing the yearly revision
meetings and also documented.
50. The ser vice pr ovider introduces and manages innovative ways of
working that have been ident if ied based on the needs of stakeholders.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
48
Strengths Improvem ent & developments
NGO manages innovative ways of
working that have been identif ied
based on the needs of stakeholder s.
For example they launch several
projects f inanced f rom f oreign f unds
to develop their services and f ind
ways to use innovat ion in their work
with clients.
For example one project in
cooper ation with Tartu Vocat ional
Education School students to
develop new products that clients
can make.
They also consider applying f or
Equass Assurance Certif icate as one
of their innovation project.
Innovat ion projects a re recorded and
also introduced to ext ernal
stakeholders (homepage).
4.
5.
49
6. Agreed additional development / improvement s
Topic 1: The use of modern methods to measure clients operational and
w orking abilit y and skills
Target: To provide qualit y based ser vices to persons ser ved
Activit ies:
HAMET evaluation methodolog y trainings f or specialists (4)
Buy all the relevant tools and materials f or using HAMET e and
HAMET 2 tests
To use HAMET met hodolog y to evaluate clients abilit y to work (40
clients)
Date: 30. 11.2014-31. 12.2015
Topic 2: Introduction of picture -based career counselling tool
Target: To provide qualit y based ser vices to persons ser ved
Activit ies:
Preparat or y act ivities to use picture -based career counselling tool
JOBPICS
Purchasing JOBPICS materials
Using JOBPICS met hodolog y in client - work (20 clients)
Date: 30. 11.204 -31.12.2015
50
Topic 3: Create daycenter for clients w ith mental illness
Target: To provide qualit y based ser vices to persons ser ved
Activit ies:
Preparat or y work to open new daycenter
Cooperation with f under to f ind monetary resources f or new client s
(10)
Finding 1 new specialist
Purchasing relevant tools and equipment
Preparat ion of new individual act ion plans, timetables and regulations
f or new clients
Measuring the sat isf action of clients and making necessar y changes if
needed
Date: 31.01.2014 -31.05.2014
Teema 1: Kasut ada kaasaegseid töövõi me ja tööoskuste
hindamisvahendeid
Eesmärk: Kvaliteetsete teenust e osutam ine ja arendamine
Tegevused:
Hamet hindam ismetoodika koolituste läbimine (4 töötajat) ja litsentsi
saamine
Hamet e-testiga test imiseks vajaminevate materjalide ja tööriistade
täiendamine, Hamet 2 testiga testim iseks vajam inevate materjalide ja
tööriistade ostmine
51
Hamet metoodika kasut amine klientide töövõime ja oskuste
hindamiseks (40 klienti)
Tähtaeg : 30.11.2014 -31.12.2015
Teema 2: Kasut ada pildipõhist karjääri nõustamise vahendit
Eesmärk: Kvaliteetsete teenust e osutam ine ja arendamine
Tegevused:
Jobpics pildipõhise karjäärinõustam ise vahendiga tut vumine
Jobpics pildipõhise karjäärinõustam ise vahendi soetamine (1kmpl)
Jobpics metoodika kasutamine klientide karjäärinõust amisel ( 20
klient i)
Tähtaeg: 30.11.2014 -31.12.2015
Teema 3: Käi vitada psüühilise haigusega inimestele päevakeskus
Eesmärk: Kvaliteetse vajaduspõhise teenuse osutamine ja ar endam ine
Tegevused:
Uue päevakeskuse sihtgrupi kaardistam ine
Koostöö rahastajaga teenuse mahu suur endamiseks (10 kliendi võrra)
Uue tegevusjuhendaj a tööle võtmine
Sobiva ruumi ettevalmistamine ja vajalike vahendite hankimine
Tegevuste, ajakava j a kodukorra väljatöötamine ja elluviim ine (10le
kliendile)
Klientide rahulolu - uuringu läbiviimine, et saada tagasisidet uuele
keskusele
Vajadusel muudat ust e tegemine sõltuvalt rahulolu -uur ingu tulemustest
Tähtaeg: 31.01.2014 -31.05.2015
52
53
7. Closing remarks
NGO Iseseisev Elu was f ounded in 1997 in Tartu cit y to of f er services to
clients with permanent mental illness. Today NGO employs 39 specialists
who support about 350 ser vice users per year.
NGO has used many f oreign f unds t o developed their services and f ind
innovat ive ways to promote clients qualit y of lif e and they have been ver y
succesf ul in it. They have launched new workstations, living places (f or
clients) and suppor ting centres. From 2001 they of f er supported lving
ser vices in 8 locations. They have supported employment f rom 1997 and
supported living ser vices f rom 2001 and daily lif e support ser vice f rom 2002.
From 2010 NGO Iseseisev Elu coor dinat es Tartu Foodbank to provide f ood
f or people in need. They also of f er legislation help f or their clients in
cooper ation with SA Õigusteenuste Büroo. In 2013 was f ounded Kaarepere
nursing home to provide neccesar y ser vices f or their clients.
All this mentioned above tells about organisation ef f ort to always think one
step f orward and be leader in their f ield of working.
Due to organisat ions multiple ser vices they are able to work with f ixed
number of prof essionals and be sustainable in Estonian changeable and
uncertain f inancing system. They have been able to maintain neccessar y
jobs even in the time of crisis with help of f oreign f unds or wor k reallocation.
The scope of audit was rehabilitation ser vices, supported living ser vice,
supported employm ent ser vice, dayly lif e support service. Audit lasted 2
days and included wisit ing of 3 locations. Documents were ver y well
systematized so that it was easy to f ind r ight document f or the needed
indicator. All the interviews too k place in time.
Interviews with staff gave great conf ident of commitment and mot ivat ion
towards their work. Interviews with partners gave over view organisat ions
54
great contribut ion and commitment towar ds cooperation. Meeting with clients
showed sat isf acti on with ser vices, people and envir onment.
The criter ia f or development and improvem ent f rom the auditors point of
view, based on 2 -days audit are the f ollowing:
Criter ia 6: Annual plan should also include perf ormers.
Criter ia 12: Organisation should cons ider to evaluate competences of staff
more thoroughly and protocols should also contain super visors evaluat ion
and proposals.
Criter ia 14: Auditor suggests to carry out next Staff Satisf action Sur vey in
more proper t ime and insure t hat at least 80% of sta ff members would
participate.
Criter ia 39: Suggestion is to f ind ways (t o negotiat e with the buildings owner
or f ind f unds) to make it also accessible f or wheelchair users.
NGO Iseseisev Elu in the scope of this audit f ully meet the cr iteria of
EQUASS Assurance. Evidence given and inter views car ried out wer e
suff icient to prove the compliance to EQ UASS pr inciples.
MT Ü Iseseisev Elu on asutatud 1997. aastal Tartus, eesmärgiga edendada
püsiva psüühikahäir ega inimeste elukvaliteet i arendavaid teenuseid. Ühingus
töötab täna 39 spetsialisti, kes teenindavad aastas kuni 350 klient i.
Ühing on suut nud oma tegevusi arendada mitmete välisprojektide toel ja nad
on olnud selles väg a edukad. Õnnestunud on mitmed projektid, mille käigus
on ühing suut nud käivitada uusi ja t äiendada olemasolevaid töö kohti,
eluasemeid, tugikeskusi.. Alates 2001-st aastast, rahvusvaheliste projektide
tulemusena, on ühingul võimalik pakkuda kaheksas eluasemeüksuses
toetatud elamise teenust. Toetatud töötamise teenust on klientidele pakutud
55
1997. aastast, toet atud elamise teenust 2001. aastast ja igapäevaelu
toetamise teenust 2002. aastast.
Alat es 2010. aastast koordineer ib Iseseisev Elu Tartumaa Toidupanga
tegevust. 2012. a astast pakutakse koostöös Sihtasut us Õigusteenuste
Bürooga õigusabi vähekindlustatud inimestele. 2013. aasta suvest pakub
ühing ööpäevaringset h ooldust Kaarepere pansionaadis. Kõik see annab
märku, et MTÜ mõtleb alat i samm ette ja teenust e arendamisel ollakse
eest vedaja rollis.
Tänu teenuste mitmekesisusele suudab MTÜ ka Eest ile omases heit likus
f inantseer imissüsteemis omada peamiselt täiskohaga ja tähtajatu
töölepinguga oma ala prof essionaale. Juhataja sõnul on nad suutnud tagada
vaj alikud töökohad ka kitsamatel aegadel ja vajadusel on töid umber
organiseeritud ning kirjutatud ka uusi välisprojekte. Kindlasti on
jätkusuutlikkuse tagamisel see olu line näitaja.
Audit kestis 2 päeva ja hõlmas endas kolme MTÜ asukoha külastust.
Dokumendid olid väga hästi süstematiseer itud ja võimaldasid vähese
vaevaga leida vajalikke tõendusmat erjale. Int er vjuud toimusid kõik
kokkulepitud aegadel.
Intervjuud person ali ja juhatusega andsid kinnitust motivatsioonile ja
suunat ud arengule oma töös. Inter vjuud pa rtner itega näitasid, et MTÜ -le on
oluline hea ja tõhus koostöö mitte ainult asutuse siseselt, vaid ka väljapoole.
Kohtum ised klient idega kinnitasid rahulolu teenuste ja töötajatega.
Arendusettepanekud, mis põhinevad 2 - päevasel auditil on jär gmised:
Criter ia 6: Aastaplaan võiks sisald ada ka vastutajaid.
Criter ia 12: Töötaj ate arenguvest luste raames töötajate kompetentside
hindamine ja arenguvaj aduste kaardistamine võiks olla põhjalikum ja peaks
kindlasti sisaldama ka juhipoolset hinnangut.
56
Criter ia 14: Töötajate rahulolu -uur ingu läb iviimisel pöörake tähelepanu ka
ajalisele sobivusele, et tagada suurem vastajate määr, vähemalt 80%.
Criter ia 39:. Ettepanek on leida võimalusi, et ka ratastoolis kliendid saaksid
külastada teie asutust. Näiteks pidada läbirääkimisi maja omanikuga või
leida välisf onde ligipääsu rajam iseks.
Auditi vaat luse all olnud teenuste osas vastab MT Ü Iseseisev Elu täielikult
Equass Assurance kriteerium itele, vaadeldud dokumendid ja inter vjuud
andsid kinnitust vast avusest Equass Assurance põhimõtetele.
Tallinn 2.12. 2013
Epp Sillaste
57
EQUASS ASSURANCE APPLICATION
ADDITIONAL INFORMATION
1. Short information about the organisation in the nati ve language
MT Ü Is es e is e v E l u o n m itt et u lu n dus l ik j a po l i it i l is e l t s õ lt um at u ü h in g, m is o n
as u t at ud 1 99 7 a as t a l T ar tus . Ees m ärg ik s o n to et a da v a im s e t er vis e pr o b le em id e ga
i nim es i ü his k o n da lõ i m um is e l s u ure n da d es ne n de is es e is v us t . S e l l ek s pak ub ü h in g
ab i v aj aj at e l e e l uas e t j a t öö d ni n g t ag a b vas ta v a lt v aj a d us e l e i g ak ü lgs e t o et us e j a
j uh e nd am is e .
Üh i ng os u ta b j a ar en da b s o ts i a a lt ee n us e i d tä is e a lis t el e ps üü h i l i s e er i vaj a dus e ga
i nim es t e l e:
1. i ga p äe v a el u t o et am is e t ee n us
2. to et a tu d e l am is e t ee n us
3. tö öt am is e t o et am is e t e en us
4. reh a b i li t ats i oo n it e en us .
In im en e v õ i b k as u t ad a s am aa e gs e l t m it ut t e e nus t.
Ne n de ho o l ek an de t ee nus t e t oe l s aa b in im en e el a da s u ht e l is e l t is es e is v al t j a on
v õ im el in e k as ut am a a v a lik k e t ee n us e i d
2. Short information about the organisation in English (acti vities,
clients, etc.)
NG O I nd e pe n de n t L if e is no n - pr of it an d no n - g o v erm en ta l o rg a nis at i on an d it was
f ou nd e d i n 1 9 9 7 i n T ar tu . T he a im is t o in t e gr at e pe o pl e wi t h m ent a l h ea l th
pro b l em s int o s oc i et y by i nc r e as i ng their in d ep e nd e nc e , of f e ri ng perm a ne nt
res id e nc e , em pl o ym e n t o p por t un i ti es a nd pr o v id i ng s u p por t an d g u id a nc e i n e ver y
wa y t h e y ne e d.
O rg an is at i o n pr o vi d es an d d e ve l o ps s oc ia l s erv ic es f o r a d ul ts wi t h ps yc hi a tr ic
s pec i a l n ee ds :
1. s up p or t i n g i nd e pe n de n t c op i n g s er v ic e
2. s up p or t e d h ous i ng s er v ic e
1
3. s up p or t e d em pl o ym e nt s er v ic e
4. r eh a b i li t at i on s e r vic e .
A p ers on c o u l d us e s e v er a l s e r vic es i n t he s am e t im e.
W ith th e h e l p of t h es e we lf ar e s er v ic es th e pers o n c a n l i ve re l at i v e l y i n de p en d en t l y
an d is ab l e to us e o r d i nar y p u b l ic s er v ic es .
3. Name of the organisation as you w ould w ant it to appear on the
EQU ASS Assurance certificate
NGO Independent Lif e
4. Name of services / departments of the organi sation i n the scope of
the application as you w ould w ant it to appear on the EQU ASS
Assurance certificate :
S up p or t i ng in d e pe n de nt c o p i ng s e r vic e
S up p or t e d ho us i ng s er v ic e
S up p or t e d em pl o ym e n t s er v ic e
Re h ab i l it at i o n s er v ic e
5. Organisation’s logo
Information to be published on EQUASS website:
Name of the organi sation : NGO Independent Lif e
Post address: Peetri 26, Tartu 50303, ESTONIA
Director: Maire Koppel
Contact person: Maire Koppel
Email: inf o@iseseisev- elu.ee
Web: www. iseseisev -elu.ee
2
Kristi Reimets
Saatja: Keiu Talve
Saatmisaeg: 17. detsember 2013. a. 11:52
Adressaat: Kristi Reimets
Teema: FW: Audit report- MTÜ Iseseisev Elu EST2013- 15
Manused: MTÜ_Iseseisev_Elu_EQUASS_Additional_Information_Form_28.10.2013.doc; Asutuse
külastuse ettevalmistuse vorm- Iseseisev Elu.docx; EQ-ASS_AUD_Audit Report-MTÜ
Iseseisev Elu.docx; MTÜ_Iseseisev_Elu_EQUASS_taotlus_28.10.2013.xlsx
From: Keiu Talve
Sent: Tuesday, December 03, 2013 11:37 AM
To: Guus van Beek (
[email protected]); Marie Dubost (
[email protected])
Subject: Audit report- MTÜ Iseseisev Elu EST2013- 15
Dear Guus,
Attached you’ll find an audit report of MTÜ Iseseisev Elu (EST2013-15).
Please review the documents and let me know in case of any further questions, comments needed.
BR,
Keiu
EQUASS Eesti
Astangu KRK
Tel: +372 5682 9104
www.equass.ee
www.astangu.ee
1