EQUASS ASSURANCE APPLICATION
ADDITIONAL INFORMATION
1. Short information about the organisation in the nati ve language
MT Ü Ühiselt on väike rehabilitatsioniasutus Tartus, Lõuna -Eest is. Oleme
osutanud rehabilitatsiooniteenuseid alates 2008. aastast. Meie
rehabilitatsioonimeeskond koosneb erinevatest spetsialistidest :
f üsioterapeudist, logopeedist, eripedagoogist, sotsiaaltöötajast,
psühholoogist, õest, psühhiaat rist, arstist. Viime läbi
rehabilitatsioonihindamisi koostades individuaalseid rehabilitatsioonipl aane.
Samuti osutame rehabilitatsiooniteenuseid klientidele ja nende peredele ning
hindame saavutatud tulemusi. Soodustame ja toetame oma klientide
võimekust elada iseseisvat elu ning osaleda vastavalt oma terviselikele
võm alustele tööhõives. Hindame klien di elu-ja töökeskkonda ning teeme
soovitusi nende kohandam iseks oma puudele.
Meie väärtused on: areng, kliendikesksus, kvaliteet ja koostöö.
2. Short information about the organisation in English (acti vities,
clients, etc.)
MTÜ Ühiselt is a small rehabilitation facility situated in Tartu, the southern capital of Estonia.
We have been providing rehabilitation services for people with disabilities since 2008. Our
rehabilitation team comprises different specialists: physiotherapist, speech therapist,
pedagogue, social worker, psychologist, nurse, doctor etc. We provide rehabilitation
assessment and develop an individualized rehabilitation plan for each client, we also provide
rehabilitation services to our clients and their families and evaluate the results. Most
importantly, we promote our clients' ability to live independently and possibilities for
employment. We assess their need for external assistance, make suggestions for adjusting
the (home/work) environment and for using assistive devices. Our values are: improvement,
client-centredness, quality and cooperation.
3. Name of the organisation as you w ould w ant it to appear on the
EQU ASS Assurance certificate
NGO YHISELT
MTÜ ÜHI SELT (in native language)
1
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 :
Rehabilitation servi ces
Rehabilitatsiooniteenused (in nati ve language)
5. Organisation’s logo
Information to be published on EQUASS website:
Name of the organi sation : M TÜ Ühiselt
Post address: Pepleri 12, Tartu 51003, Estonia
Director: Piret Peters
Contact person: Lii na Pääbo
Email:
[email protected]
Web: w ww.yhiselt.ee
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EQUASS ASSURANCE
ASUTUSE KÜLASTUSE
ETTEVALMISTAMISE VORM
Asutuse külastus: 17-18 oktoober 2013
MTÜ Ühiselt
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. K as k li e nt i de I nd i v i du a als e tes te g e vus p la a ni d es o n f ik s e er i tu d m õõ de ta v a 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/s ek k um is ed?
3. Ku i d as to im ub k l ie n d i i nd i v i d ua a ls e t e pl a an i de ees m ärk i d e ja t u lem us t e
m õõtm in e?
4. 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?
5. 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 ?
6. 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 ?
7. 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.
8. 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 .
9.
10 .
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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 Kas ja k ui d as t o im ub t e ie x x
or g a n is a ts io o n is p ers o n a li
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tu n nus tam i ne ?
5 K as ja k u id as h in d at e p ers o n a li
x x
k ool i tus te ef ek ti i vs us t ?
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 x
k äit um is e/ t eg e v us t e e f ek tii vs us t te e nus e
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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.
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 ?
5.
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
4. 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
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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
v aj a d us t e le vas t a v.
3. M i l v i is i l t ee te k ind l ak s ol ul is t e x x
hu v i gr up p i de vaj a dus e d?
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 ?
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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?
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 j a m il l is ed o n t u lem us e d ?
3. 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?
4.
5.
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.
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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. MT Ü Ü h is e l t e et ik as ta n dar d
2. MT Ü Ü h is e l t r e ha b i l it a ts i o on im ees k o nn a t öö s t a nd ar d
3. MT Ü Ü h is e l t k v a l it e ed i t a gam is e s ta n dar d
4. MT Ü Ü h is e l t a as t ap l aa n 2 01 3
5. MT Ü Ü h is e l t a as t ap l aa n i d ok um end i rak e n dam is e ü le v a at us e ak t 20 1 3
6. MT Ü Ü h is e l t a as t aa r ua n n e 20 1 2
7. Kl i e nt i de j a per s o na l i r a hu l o lu uur i n g 20 1 2
8. MT Ü Ü h is e l t j a r e ha b il i ta ts io o n it e en us e k l i en d i k ok k ule p e
9. MT Ü Ü h is e l t a ndm e s tik
10 . Ki rj a v ah e tus k oos t öö p ar t n eri t e ja rah as t aj at e ga k au s tas , pr ot ok o l li d ,
a llk irj a le h ed
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11 . MT Ü Ü his e lt per s o na l i k oo l it us p l a an
12 . R eh a bi l i ta ts io o n it e en us e r i ik l ik u j ä re l e va l v e ak t
13 . MT Ü Ü his e lt r eh a b i l it ats i oo n i pl a a n
14 . M õõ d ik t ee n us e t u l em us l ik k us e h i n dam is ek s
15 . MT Ü Ü his e lt per s o na l i tö ö a l us e d
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. D irek to r 40m i n
3.
4.
5.
6.
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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 1, 5 h (k ok k u)
k lie n ti , k es o n s aa n ud t e ie as u tus es
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 ( 2) 30m i n
3.
4.
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5.
6.
5. Asutuse kül astuse ajakava formaat
1 P ÄEV
9.45-10.15 Avasõnad, audit i protsessi tut vustus
10.15-13.15 Tutvumine dokumentatsiooniga
13.15-13.45 Lõunapaus
13.45-15.30 Auditi dokumentatsiooni koostamine
15.30-16.15 Inter vjuu personaligrupiga nr 1 *
16.15-17.00 Kohtumine kliendigrupiga nr 1 **
17.00-.18. 00 Audit i dokumentatsiooni koostamine
2 P ÄEV
9.00-9.45 Inter vjuu personaligrupiga nr 2 *
10.00-10.45 Kohtumine kliendigrupiga nr 2 **
10.45-11.30 Auditi dokumentatsiooni koostamine
11.30-12.00 Inter vjuu peamiste koostööpartneritega ***
12.00-12.30 Inter vjuu rahastajaga
13.00-13.30 Lõuna
13.45-14.25 Inter vjuu asutuse juhiga
14.25-16.15 Auditi dokumentatsiooni koostamine
16.15-17.00 Auditi lõpetamine ja tagasiside andm ine
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*Personaligruppidesse 1 ja 2 võiks kuuluda erinevaid spetsialiste (v.a
juhi d), ühes grupis 3 kuni 5 tööt ajat (tegevusterapeut , psühholoog ,
logopeed-eripedagoog, füsioterapeut , õde, psühhiaater, arst).
** Kliendigruppidesse 1 ja 2 palun kutsuda 3 kuni 5 klienti ühes
grupis.
*** Peamise koost ööpart neri intervjuul oleks soov kohtuda 2 teie
asutuse koostööpartneriga, kellega on teil kõige enam kokkupuudet.
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EQ U AS S AS S U R AN C E
AU D IT R E PO RT
S it e v is i t: 1 2 - 13 . 11 .2 0 13
MT Ü Üh is e lt
E pp S il l as t e
© 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. Info rm at ion of t he s o ci al se rv i c e p rov i de r
Na me of th e so ci al
M T Ü Ühi s elt
se rv i c e p rov id er
Ad d re s s:
Rii a 2 , T a rtu
Po st bo x:
P er so n re sp on sib le Pi r et P et e rs
(C EO ) :
Cont ac t p e rs on: Pi r et P et e rs
Pho ne: 52 2 40 0 5, 7 3 52 0 8 1
Fa x:
E- m a il: yhi s elt @g ma il .c om
W eb s ite: w w w . yhi s elt .e e
Na me of Au dit o r: Epp Si ll a ste
Dat e s of aud it : 12- 1 3. 1 1. 2 01 3
Cli en ts: Num ber of p ers on s er v ed :
As of ( d at e):
St aff: Num ber of Fu l l t im e s t af f : 2
Num ber of P ar t t im e s t af f : 1 2
Num ber of C on tr ac t e d s taf f : 14
Num ber of vo l un t eers (if ap p l ic a b l e)
S erv ic e s: P h ys i o th er ap y s er v ic e s , ph ys i ot h er ap y gr o u p
wor k , s oc ia l c ou ns el i n g, f am il y a n d gr ou p
c ou ns e li n g, s p ec i a l ed uc a t io n s er v ic es , als o
2
s pec i a l e duc at i o n f am i l y a nd gro u p c o uns e l in g,
ps yc h o l og ic a l s er v ic es (a ls o f am i l y a nd gro u p
c ou ns e li n g), s pe ec h th era p y s er v ic es (a ls o f am il y
an d gr o up c ou ns el i n g) , s er v ic e f or m ak ing
r eh a b i li t at i on p l a ns ( a l s o p la ns i ns truc t io n s e rv ic e
an d r es u lt m eas urem e nt s er v ic e) a n d
ac c om m odat i o n s er v ic e .
3
2. Au di t p ro gr am
D AY 1
9. 4 5- 1 0. 1 5 O p e ni n g m ee t in g
10 . 15- 1 3. 1 5 Doc um en t at i on r e wi e v
13 . 15- 1 3. 4 5 Lu nc h
13 . 45- 1 5. 3 0 No tes , d o c um ent at i o n r e wi e v
15 . 30- 1 6. 1 5 In ter v i e w wi t h s taf f , gr ou p 1 (4)
16 . 15- 1 7. 0 0 In ter v i e w wi t h c l ie n ts , gr o up 1 ( 3)
17 . 00- .1 8 .0 0 N ot es , wor k wit h a ud i t d oc um e nt at i o n
D AY 2
9. 0 0- 9 .4 5 I nt er v i e w wi th s t af f , g ro u p 2 ( 3)
10 . 00- 1 2. 0 0 No tes , wo r k wit h a u d it d oc um ent at i on
1 2. 1 5- 1 3 .0 0 I nt er v i e w wi th Par t ners ( 2)
13 . 10- 1 3. 4 0 In ter v i e w wi t h F u nd er (1)
13 . 45- 1 4. 1 0 Lu nc h
14 . 15- 1 5. 0 In ter v i e w wi t h Ma n ag e r
1 5. 0 0- 1 6 .1 5 W ork wi t h au d it doc um an ta t i on
1 6. 1 5- 1 7 .0 0 C l os i n g m ee t in g, f e e db ac k
4
3. Det ai l ed f e edb a ck on pe rf or ma nc e
1. T he s oc ia l s er v ic e pr o v i d er d ef i n es d oc u m ents a nd im pl em ents its v is i o n
an d m is s i on v al u es o n s er v ic e pr o 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
NG O Üh is e lt h as d oc um en t ed and
im pl em ent e d t h eir v is io n as t he ir
m is s io n a n d g o ve r n v a lu es . T h es e ar e
doc um en te d in Q ua l i t y St a nd ar d ,
St a nd ar d of Et h ic s an d or g a n is a t io ns
hom e p ag e .
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
em pl o ye es a nd ex t er na l c us tom ers ar e
a war e of the v is i o n, m is s io n an d
c orp or at e va l ues
2. T h e s oc i a l s er vic e pr o v i der d ef i n es , doc um en ts , a nd im pl em ents i ts
qu a l it y p o l ic y b y de ter m ini n g lo n g t erm q ua l i t y g o a ls , a nd its c om m itm ent t o
c on t in u ous im pr o v em 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
5
NG O Ü h is e l t d ef i n es its qu a l it y po l ic y
an d pr i nc i p l es in t h e doc um en t Q u a li t y
St a nd ar d. T h e po l ic y i nc lu d es pr i nc ip l es
c onc er n in g d et er m in i ng of lo n g t erm
go a ls a nd c on t in u ous i m pr ov em en t.
A ls o i n ot h er doc um en ts s uc h as A nn u al
P la ns a nd C l ie nts S ur ve y` s it was
doc um en te d t ha t t h e p o lic y i s c a rr ie d
ou t i n pr ac t is e.
St af f m em ber s c ons i d er al l t he q u al i t y
po l ic i es a nd pr oc e d ur es a nd ot h er
doc um en ts th at r eg u l at e th e s er v ic e
de l i v er y as g u id e l in es on t h e ir work .
3. P er s ons s er v e d, f a m il y m em bers a n d s e r v ic e us er or g an is at i on s ar e ab l e
to give f e e db ac k on th e ir i n di v i d ua l an d c o l l ec t i v e ex p e ri enc e of
pro gr am m es a n d s er v i c 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
6
NG O Üh is e lt is c om m i tte d to O rg an is at i o n s h o ul d c ons i d er or g a ni zi n g
en g ag em en t of dif f er e nt s t ak eh o ld ers . a ls o s p ec i a l m ee ti n g s f or p art n ers t o
c o ll ec t a ll t h e r e l e va nt f ee d bac k .
T he y c arr y o ut C l i en t` s S at is f ac t io n
S ur ve y`s ( onc e a ye ar ) , b ut m os t O rg an is at i o n s h o ul d a l s o tr y to g e t m ore
im por ta nt wa y of g i v i ng and g et ti n g f ee db ac k f rom c li e nt s to m ak e va l i d
f ee db ac k f r om c lie n t s is f ac e t o f ac e S at is f ac ti o n S ur v e y.
m eeti n gs .
Et t ep a nek o n k a a lu d a k oos t ö öp ar tn er it e
Co l l ec t i ng f e e db ac k f r om f und er an d k ok k us aam is t e k orra ld am is t e es m ärg i ga
m ain c o - p ar tn er s is or g a n i ze d m os t l y k ogu da v aj al ik k u ta ga s is id e t t ee n us t e j a
thr o ug h c a l ls , e - m ai l s a nd i n d i v id u al pro gr am m id e k oh t a.
f ee db ac k - qu es ti o nn a ir es . E- m ai ls a n d
S am uti o l ek s va j al ik e nam at e lt
res u l ts of s ur ve ys wer e pr es e nt e d.
k lie n ti d e lt s a ad a ta g as is i d et , et
Dur i n g t he i n ter v i e ws was v a l id a te d t h at k lie n ti d e ra h u lo l u - uu ri ng u t u l em us ed
th e s t ak eh ol d er s have o pp or tu n it y t o v õ im al dak s i d t e ha j är e ld us i j a ü ld is t us i .
g i ve f e ed b ac k . Pr ae g un e v a l im k lien t id e r a hu l o lu -
uur i n gu k oos tam is ek s o li au d i it or i s õ nu l
l i ig a v ä ik e.
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
NG O Ü h is el t is in r e g u lar d i al o gu e wi t h T o be m ore op e n t o t he c om m un it y an d
its s t ak eh o l der s . c ons i d er in g t h e f ac t of m ov in g t o n e w
bu i l d in g in th e end of t his ye a r
B es i d es or a l inf or m atio n t h at is org a n is a t io n s h ou l d c ons i d er org a n is i n g
d is tr i bu t ed t o d if f er e n t par t i es , t he re is
O p en D a ys or s im il ar e ve n ts .
i nf orm at io n a va i l ab l e on NG O ` s we b
pa g e, inf o r m ati o n B oo k lets an d r e p orts . Cl i e nts Br oc hur e or Cl i e nts B ook c a n
a ls o b e n ic e wa y to i nf orm a nd g et
O rg an is at i o n has j us t s t ar t e d to
f ee db ac k f rom c l ie nts .
org a n i ze I nf or m at i on D a ys i n par t ner
org a n is a t io ns a nd p l an is t o c on t i n u e S eos es s e l l eg a, et as ut us k ol ib uu t es s e
an d d e v el o p th es e e v e nts . ruum i des s e ja et ol l a a v at u d
üh is k o nn a le on a u d i i t ori e tt ep a n ek
S har i n g i nf or m at io n am on g s t af f is
k orral d ad a a v at u d us te p ä e v v õ i m õn i
org a n i ze d m ai nl y t hr o u g h e - m ai ls , s arn a n e ür it us . .
m eeti n gs a nd als o G o og l e Dr i v e.
K l ie n d i ra am at võ i b roš ü ür o n s am ut i
he a j a l i ht ne võ im a lus s a ad a k l i en t id e lt
ta g as is i d et j a v aj ad us e l s e l le k a ud u k a
ta g as is i d et e d as t a da .
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 Im pro vem e nt pro p os a l is f or th e
proc es s is doc um en te d in c ur r en t`s ye ar org a n is a t io n t o de v e lo p o n e p l an , whe r e
an n ua l p la n . T h er e is def i n ed h o w t h e a ll t h e ye a r`s obj ec t i v es , ac t i v it i es ,
proc es s is c o nd uc te d - wh en t h e p l an is da t es an d p erf orm ers ar e pr es e nt e d.
m ade, ho w m an y t im es a ye a r r e v i e we d, Re v is i on of th e p l a n s ho u l d b e re g u lar
wh o is in v o l v ed , h o w th e r es u lts ar e an d s ys t em at ic .
c om m unic a te d etc . Ther e is a ls o pro of
A ls o it is g oo d to t h ink t hro u gh t h e
of re v i e wi ng d oc um ents a nd m eet i n g
an n ua l t arg e ts , wh a t r es u l ts are g o od t o
pro t oc o ls .
m eas ur e a n d whic h i m pac t t he y g i ve . I t
m ak es als o eas i er to p la n re l e v an t
de v e l opm en ts .
Et t ep a nek on vä lj a tö öt a da a as t an e
p la a n, m is s is a l dak s ees m ärk e,
te g e vus i , t äh ta e gu j a v as t ut aj ai d . P l a an i
ü le v a at am in e ( ar ua n d lus ) võ ik s olla
reg u l aar n e - Sam ut i v õ ik s põ hj a l ik u lt lä b i
m õel da , m il l is e d i nd ik aa t or id on
v aj a l ik ud j a m is t u l em us i or g an is a ts i o on
v aj a b, et p l an e er id a v aj a l ik k e
are n d us t e g e v us i.
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
NG O Ü h is e lt has j u s t s t ar t e d ( 20 1 3) A nn u a l p la n s ho u l d a ls o i nc l ud e
th e ir pr o per tar g et i n g an d p l an n i ng of perf orm ers , im pr o vem en t pr o pos a l is t o
proc es s es an d s er v i c es . The an n ua l ad d p erf orm ers to c on c ret e ac ti o ns .
p la n ni n g is held in the d oc um ent
Et t ep a nek on l is a d a a as t a p l aa n i
“A nn u a l P l an 2 0 13 ” T he d oc um ent
k onk reets et e te g e vu s te j uur d e ka
i nc l u de d o bj ec t i v es , ac t i vi t ies ,
m eas ur ab l e r es u lts , d at es . . v as t ut aj ad .
T here is a ls o d oc u m e nt c a l le d “ A n nu a l
p la ns re v is i on doc um en t” whe r e al l t h e
c urr en t ye a r m ai n ac t i v it i es a nd res u lts
wer e m eas ur e d an d d es c r ib e d ( th e y d o
it t wi c e a ye ar ) .
Doc um en ts ar e a p pr o v ed b y m an a ger
of t h e org a n i za t io n .
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
NG O Ü his e lt c o ll ec t s f eed bac k f rom
c l ie n ts , s t af f , f und e r an d m ain co-
par t ners . T h e f e e db ac k is g i v en b ot h i n
v erb a l a n d wr i tt e n.
T here is pr oof of or g a n is a t io ns s uc c es s
i n s a t is f yi n g t he n e eds a nd ex pec t at i ons
of t he s oc i e t y. Fr om c l ie n ts s ur ve y we
c ou l d see th a t m os t of c li e nts ar e
s at is f i e d wi t h th e s er v i c es th e y g et .
From m eet i ng wi th p a r tn er - or ga n is a t io n
rep res e nt at i v es th er e wer e s e v er a l
s tor i es how NG O - s s pec i al is ts have
he l p ed a n d em po wer e d th e ir c l i e nts .
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
NG O - s s pec i a l is ts ar e or g a ni zi n g
s pec i a l I nf or m at i on ( s tu d y) D a ys in
nurs i n g h om es wher e th e y t alk dif f er e nt
to p ic s an d a ls o g i v e pr ac t ic a l a d v ic e t o
c l ie n ts an d s t af f . A ls o gr ou p s t ud y is
i nc l u de d . I n ter v i e w wi th n ur s i ng h om e`s
rep res e nt at i v e gave c onf i d enc e t h at
th es e e v en ts ar e v er y us ef u l , pr ac t ic al
an d im p ort an t f or th em .
NG O is a ls o of f er i ng h om e v is it s er v ic e s
to c l i en ts wh o ar e no t ab l e or is d if f ic u l t
to v is i t t he or g a nis a ti o n th em s el v es .
NG O is wor k in g i n p ar tn er s hi p wi t h l oc a l
s wim m ing c e n tr e , s o th at c li e nts c an
a ls o h a ve th e ir s wi m m ing ex erc is es .
Dur i n g t he i nt er v i e ws was v a l id a te d,
th at s wim m ing o p p or t u ni t y is v er y
im por ta nt f or c l i e nts .
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 ee t 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
NG O Ü h is e l t h as d oc um ent e d
pr inc i p les of s taf f r ec r u i tm ent and
s e lec t io n in t he ir “ St af f wor k b as is ”
(P ers o n a l it öö a l us ed” ) d oc um e nt . T he
doc um en t c ons is ts of pr i nc ip l es f or
rec r ui tm ent and d e s c r i bes a ls o the
proc es s of r ec r u itm en t .
St af f ar e c h os e n b as e d on t he ir
c om pet e nc es , s k i l ls , k no wl e dg e a nd
pre v i o us wor k ex per i enc e . R ec r ui tm en t
is b as e d o n e q ua l op p or t u n it i es a n d
no n- d is c r im in at i on .
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
NG O Ü h is e l t m and a tor y na t i on a l
l eg is l at i ons ar e f ol l o we d. Pr oc ed ur es
an d doc um ent s ar e bas e d on t hes e
l a ws .
St af f m em ber s ar e r e c og n is ed i n m an y
wa ys - m on et ar y r ec og n it i o n, t hr ou g h
of f ere d s po r ts p os s ib i l it i es ( l oc a l
s wim m ing c en tr e) , s taf f en g ag em en t
da ys an d e v en ts . A ls o l et ter s of t ha nk s .
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 ie we d p e r i od ic a l l y.
13
11 . T he s oc i a l s er v ic e tr ai ns a l l s t af f bas ed on a p l an f or le a n in g a n d
de v e l opm en t a nd e va l ua t es th e ef f ec t i v en es s of th e tr a in i n 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
T here is a n a n nu a l p l a n f or s taf f tra i n in g
an d d e v e lo pm ent at the or g a n is a t io n .
T rai ni n gs ar e d is c us s ed in ye a r l y s t af f
s up er v is i on m eet i n gs .
A l l pl a n ne d a nd a tt e n de d tr ai n i ngs ar e
rec o rd e d in s p ec i a l tr a in i n gs f i le
(G o og l e Dr i v e) . T he r es ul t and
ef f ec t i ve n es s of th e tr ai n i ngs are
m eas ur ed a nd a ls o i n c l ud e d t o t h is file
f or e v er yo n e t o s e e.
Me as ur in g th e ef f ec t i v en es s of tr a i n in gs
is a ls o pa rt of a nn u al p la n r e v is i on .
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
14
A l l t h e s p ec i a l is ts in NG O Üh is e lt ha v e NG O s h ou l d c o ns id er d e v el o p in g m or e
a j ob d es c r i pt i on t h at c ons is t of work i ng s ubs t an t i ve and pr o per s t af f
tas k s , r i gh ts an d du t ies and a ls o e va l u at i on /s u p er v is io n proc es s (f orm s
req u ir ed qu a l if ic at i on f or wor k i n g i n th at an d m ee ti n gs ) s o t ha t a ll t he s k i l ls a n d
par t ic u l ar pos i t io n. T he y a ls o h a ve c om pet e nc es an d a ls o s hor tc om in gs
doc um en te d r e qu ir e d c om pe te nc es f or an d d e ve l opm e nt o pp ort u ni t ie s c a n be
s taf f m em ber s in t he ir St a nd ar d of d is c us s e d ( an d a ls o wri tt e n) i n m or e
Et h ic s a nd St af f wor k B as is doc um en ts . s pec if ic . From c urre nt d oc um ents th at
wer e p res e nt ed (s u pe rv is io n pro t oc o ls )
In S taf f wor k Bas is d oc um en t is wri tt e n th er e was m is s i ng s u per v is ors o p in i on
th at c om pet e nc es of s taf f are
an d a na l ys is . S t uf f e va l u at i on s h ou l d
d is c us s e d a nd e va l ua t ed in r eg u l ar
c ons is t bo th , s pec i a lis ts an d a ls o
bas is . O nc e a ye a r s t af f s up er v is io n s up er v is ors o pi n i ons .
m eeti n gs ar e c o nd uc t e d.
Et t ep a nek on k a al u d a or g an is ats i oo n i
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
tö öt aj at e ar en g u ves t l us t e s is uk am ak s
s taf f is f am i li ar wi t h th e r eq u ir em e nts m uutm is t - mh t öö t a j at e os k us te ja
f or c om p et enc es and a ls o wi th the
k om pet e nts i de ning p uu d uj ä äk i de ja
e va l u at i on p r oc es s .
are n g u võ im al us te lä b iar ut am in e ning
dok um en te er im in e. Ar en g u ves t lus p e ab
For s p ec i al is ts d ea l i ng wi th c l ie n ts
s is al d am a ni i t ö öt a j a k ui ka j uh i
s pec i a l on l i ne t im e - t a b le is c om pos e d,
h in n an g ui d , Pr a eg u s e l j uh u l oli
wh er e a l l th e ac ti o ns c an be f o l lo we d .
are n g u ves t lus e k ok k uv õt tes t pu u du j u hi
h in n an g.
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
15
As s om e of t he s p ec i a li s ts ar e work i ng
par t- tim e it h as be e n dif f ic u lt t o f i n d
In v o l vem e nt of s ta f f m em bers in
s u it ab l e m eet i ng t i m es f or al l th e
org a n is a t io ns pl a nn i n g a n d m oni to ri n g par t ic ip a nts . From th e i nt er v i e ws wit h
proc es s is r eg u la t ed b y t he d oc um ent
s taf f m em bers re v ea l e d t h at t he y re a l l y
“St af f work b as is ”
ne e d m eet i ngs wh er e t he y c o ul d d is c us s
an d ex c h a ng e ex p er i enc es r el a te d t o
T he m an ag em en t i n v o l ves t he s t af f
c l ie n t - work . Im pro v em en t pr o pos a l is to
m os tl y b y r e g ul ar m eet i ngs , t el e ph o n e,
f in d wa ys f or t h e s p ec ia l is ts to h a ve
e- m ai ls .
th es e k i nd of r e g ul ar m eeti n gs .
T he p l an f or tr a i n i ng ac t i v it i es is b as e d
K un a pa lj ud s p ets i a l is ti d tö öt a v ad MT Ü -
on f e ed b ac k f r om s taf f .
s os a l is e k oorm us eg a , on o l n ud
Dur i n g t he i nt er v i e ws was v a l id a te d, k eeru l i ne l e id a re gu l aars e i d
th at s t af f is i n v ol v ed in s er v ic e k oht um is a eg u, et s p ets i a lis t id s a ak s id
de v e l opm en t as we l l as p l an n i ng th e ir om av ah e l k og em us i v ah e ta d a. Pü ü da
o wn d e ve l o pm ent . pa n us t a da j a p i ng ut a da s e l l e nim e l, e t
s e ll is e d k oh t um is e d s i i s k i as et le i ak s id .
14 . T he s oc i al s er v i c e pr o v i der h as m ec ha n is m s in p lac e t o en h anc e
s at is f ac t io n a nd m ot i v at i on of s t af f
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
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 O rg an is at i o n s h ou l d als o c ons i d er
to ge t f ee d bac k f r om s taf f ab ou t t h eir c ho os i n g Ye ars B es t Co l le a gu e an d /or
s at is f ac t io n a nd m ot i v at i on . Ye ars bes t Ac t . T hi s is a ls o a g oo d
wa y t o rec o g ni ze a n d hi g h li g ht g oo d
A ls o re g u lar ( o nc e a ye a r ) s t af f
work .
s up er v is i ons ar e a wa y to dis c us s
im por ta nt t o p ic s an d p l ans . As ut us v õik s k aa lu d a Aas t a Par im a
K ol l e eg i võ i A as t a P a rim a T eo va l im is t ,
St af f m em ber s ar e r e c og n is ed i n m an y
s ee o l ek s to re vi is t un n us t ad a h ä id
wa ys - t hr o u g h of f er e d s por ts
tö öt u l em us i.
pos s i b i li t ies , s t af f eng ag em en t d a ys a nd
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
17
NG O Ü h is e l t h as a S ta n dar d of E th ic s
as b as is of et h ic a l be h a v io ur in t h e
org a n is a t io n . St a nd ar d of E th ic s ref ers
to r e le v a nt i nt er na t io na l a nd E ur op e an
reg u l at i ons .
Cl i e nts R i gh ts a nd R es p o ns ib i l it i es ar e
par t of th e ir Q u a l it y S t an d ar d ( f or s t af f ).
NG O Ü his e lt has s pec ia l c l ie nt
agr e em ent wh er e c l ie nts ri g hts ,
pos s i b i li t ies a n d d u ti es a r e r ec ord e d.
T his agr e em ent is d is c us s e d i n f irs t
m eeti n g wit h t h e c l i e nt . A l l c l i e nts s ig n
th is a gr eem en t.
Dur i n g the i nt er v ie ws it was a ls o
v a li d at e d th at s t af f is a war e of et h ic al
pr inc i p les in the or g a n is a t io n an d
c l ie n ts r i gh ts .
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
18
NG O i nf orm s s er v ic e us er s a b o ut th e ir It wou l d be n ic e wa y f or th e
ri gh ts an d d ut i es dur i n g the f irs t org a n is a t io n to pr om ot e Cl i e nts r i g hts
e va l u at i on an d pl a nn i ng m ee t in g wh ere an d d ut i es b y pres e n ti n g t h em als o i n
th e y a ls o s ig n s pec i a l c l ie nt a gr e em en t. org a n is a t io ns I nf o s t a nds .
T he ri g hts an d d ut i e s f oc us at e qu a l
K l ie n d i õ i g us e d j a k oh us tus e d võ ik s i d
tre atm e nt o n gr o un ds of ag e, d is a b il i t y,
ge n de r, r ac e, r e l i g i on and s ex u a l o ll a pr es e n te er it u d ka as u tus e i nf o
s te n di l j a / võ i s e i nt e l .
or ie nt a ti o n.
Dur i n g the in t er v ie ws wi th p ers ons
s er ve d was v a li d at e d t ha t they ar e
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
19
“C om pl a in ts m an a ge m ent Pr oc e d ure”
s ets the pr i nc ip l es of pl ac i ng a
c om pl a in t. T h er e ar e s e ve r a l wa ys t o
g i ve a c om p la i nt - b y e - m ai l , s p ec i a l
l et ter b ox or i n or g an is at i on we b - pa g e.
O ra l c om p la i nts ar e n ot r e gis t er e d , b ut
th e y a l wa ys gi v e t o c l ie n t p os s i b i l it y t o
rec o rd t h e c om pl a in t i n wr it te n f or m .
T here is c er t a in per i o d f or d ea l i n g wit h
c om pl a in ts , a ls o who ar e r es p o ns i b l e t o
s o l ve c er t a in c om p la i n t.
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 la im i n c a s e of a n ee d b ut
s er v ic e us er s m os tl y p r ef er s o l v i ng
pro b l em s thr ou g h d i s c us s io n as th e y
f in d t he c om m unic at i on wi th s er v ic e
pro v i d er e as i er .
Com pl a i nts ar e d is c us s e d a ls o in
A nn u a l P la n r e v is i on m eeti n gs .
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
20
Ri g ht t o s e lf - de ter m i na t io n is r e gu l at e d
wi t h Re h ab i l it at i o n W ork St an d ar d,
St a nd ar d of Et h ic s .
Ri g ht to s e lf - d et er m inat i o n is f irs t
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 .
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 ou g h In d i vi d u al P l ans ,
S er v ic e Us e r S a tis f ac ti o n Sur v e y an d
m onit or i ng of c om p la i n ts .
Ef f ec t i v en es s of c l ie n ts s e lf
de t erm in at i on is e v a l ua te d in An n ua l
P la n re v is i on r ep or ts / m eeti n gs .
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
21
T o ha v e ac c es s t o ad v oc at es an d/ or
s up p ort i n g p er s o ns ar e inc l ud e d as
par t of th e in d i v id u a l pl an n i ng proc es s
(pa rt of c l i en t a gr e em en t) .
T he n ee ds of s up p or t ar e d et ec t e d i n
i nd i v i du a l m ee ti n gs wi t h the pers o n
s er ve d and the ne e ds ar e as s e s s e d
c on t in u ous l y.
Dur i n g i n di v i d ua l m e et i ngs th e y a ls o
e va l u at e how t he y f ac i l it at e t h at
pers o ns s er v e d ge t ac c es s to th es e
s up p ort i n g per s o ns .
T he y a ls o c o o per a t e wit h d if f ere nt
un i o ns an d as s oc i at i o ns i n th a t m att er .
Ef f ec t i v en es s of c ur r en t to p ic is
e va l u at ed in A nn u a l Plan r e v is io n
rep or ts /m ee t in gs .
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
22
St a nd ar d on Et h ic s is g u id e l in e on
et h ic s in the or g an is at i o n s er v ic e
pro v is i o n. A ll s taf f m em ber s g i ve
s i gn at ur e to c o nf ir m that th e y ar e
f am ili ar wi t h t his doc um ent a nd
pr inc i p les . D oc um ent s wi t h s i g na t ures
wer e a ls o pr es e nt e d.
St a nd ar d o n Et h ic s is als o pr es en t ed i n
org a n is a t io ns I nf o s t a nds .
Dur i n g t h e I nt er v i e ws was v a l id a te d th at
s pec i a l is ts ar e a wa r e of the S t an d ard
an d t he y us e t h es e pr inc i p les in t h e ir
work wi th p er s o ns s er v ed .
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
23
Mec h an is m s to pr e v en t t h e ab us e of O rg an is at i o n s ho u l d c ons i d er e v al u at i n g
s er v ic e us e r s ar e doc um ent e d in th e ef f ec t i ve n es s of it s po l ic y to pr e ve n t
org a n is a t io ns S t an d ar d on Et h ic s . T her e ph ys ic a l, m en t a l a n d f in anc i a l ab us e of
are wri tt e n ac ti o ns ho w to pr e v e nt pers o ns s er v ed thr o ug h C li e nts
ab us e. F or ex am pl e Fe ed b ac k ( Sa t is f ac t i o n ) Su r ve y. As t h e
s ur ve y is c o n duc te d e ver y ye a r, i t c a n
th e y s ig n c on tr ac t ( agr e em ent ) a ls o inc l ud e t h is to p ic .
wi t h e v er y s er v ic e u s er , wh er e
c l ie n ts r i g hts , d ut i es , pos s i b i li t ies
are pr es e nt e d
He a võ im a lus o lek s hi n na t a om a
c l ie n ts ar e ver y we l l i nf orm ed v a im s e, f üüs i l is e ja f in a nts i l is e
wi t h a ll t h e r e le v a nt i nf or m at io n ärak as ut am is e en n e tam is e s üs t e em i
re la te d t o r e ha b i l it at i o n s er v ic es tõ h us us t l äb i k li e nt i d e rah u l o lu - u ur in g u.
th e y a l wa ys i nc lu d e s u pp or t in g
pers o n or f am i l y m em ber wh er e i t
is n ec es s ar y
wh e n p h ys ic a l c on t ac t is n e ed e d
dur i n g the s er v ic e s p ec i a l is t
a l wa ys as k s p er m is s i o n f ir s t .
S pec i a l is ts a r e ne v er al l o we d t o
c ros s t he l i ne of pr of es s i o n al
c om m unic a ti o n
NG O e v a lu a tes t h e ef f ec t i ve n es s of its
po l ic y to pr e v en t ph ys ic al , m en ta l a nd
f in anc i a l ab us e of p er s o ns s er v e d
thr o ug h in d i v id u a l m eet i ngs wi t h c li e nts .
T he r es u l ts in c o l lec t i v e le v e l ar e a ls o
d is c us s e d in An n u a l P l an r e v is io n
m eeti n gs / R ep or ts .
24
22 . T he s oc i a l s er v i c e pr o v id er pr o v i des s erv ic es i n a s af e s ys tem of
work i n g wit h in a s af e e n v iro nm en t t o e n s ure th e ph ys ic a l s e c ur it y of
pers o ns s er v ed , t he ir f am il i es a nd c ar e tak ers .
Rem ark f rom th e au d it or : T 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 ex is ts F ir e S af e t y s ys tem ( s ig n e d O rg an is at i o n s ho u l d s et pr i nc ip l es f or
b y a l l s t af f m em ber s ) an d pr i nc ip l es of ens ur i ng s af et y ru l es f or s p ec i a l is ts wh o
work p l ac e s af et y. Also l ic enc es f rom are v is it i ng c l ie nts at t he ir h om es .
He a lt h Saf et y I ns pec t or a t e a nd R es c u e
V älj at ö öt am is t vaj a v a d k oduk ü l as t us t e
A ut ho ri t y we r e p r es e n te d. St af f
oh u tus n õu d ed s pe ts ia l is t i d el e .
m em bers wh o wor k wi t h c li e nts ar e
ob l i ga t ed t o h a ve r eg u l ar he a lt h - c o ntr o l.
O rg an is at i o n e v a l ua t es work in g
c on d it i o ns an n u al l y.
23 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
a s e t of pr inc i p les , v a l ues a nd pr oc e d ur es t ha t go v er n b e ha v i o ur i n s er v ic e
de l i v er y c o nt a in i n g as p ec ts of c o nf i d en ti a l it y, ac c u rac y, pr i v ac y an d
i nt egr i t y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
25
St a nd ar d on Et h ic s is g u id e l in e on
et h ic s in the or g an is at i o n s er v ic e
pro v is i o n. A ll s taf f m em ber s g i ve
s i gn at ur e to c o nf ir m that th e y ar e
f am ili ar wi t h t his doc um ent a nd
pr inc i p les . D oc um ent s wi t h s i g na t ures
wer e a ls o pr es e nt e d.
St a nd ar d o n Et h ic s is als o pr es en t ed i n
org a n is a t io ns I nf o s t a nds .
Dur i n g t h e I nt er v i e ws was v a l id a te d th at
s pec i a l is ts ar e a wa r e of the S t an d ard
an d t he y us e t h es e pr inc i p les in t h e ir
work wi th p er s o ns s er v ed .
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
26
T he pr oc e d ur es f or as s ur i ng
c onf id e nt i a li t y r eg ar d i ng th e pers o ns
s er ve d a n d th e s er v ic e pr o v id e d to t h em
are d ef i ne d an d d o c um ent e d in the
Q u al i t y St a nd ar d , Re ha b i l it at i on W ork
St a nd ar d a nd a ls o in S ta n da rd of
Et h ic s .
Cl i e nts I n di v i d ua l Pl a ns a nd doc um en ts
are he l d i n l oc k ed c l os e ts , c om p ut er
bas e d d oc um e nts ar e s ec ur e d wi th
pas s wo rds ( o n l y c er t a i n s p ec ia l is ts c a n
ha v e ac c es s ) an d s pec i al d at a
enc r yp t i o n is us e d f or s af et y.
Dur i n g t he i n te r v i e ws was v a l id a te d t h at
s er v ic e us er s ar e we l l a wa r e of th e ir
ri gh t f o r c onf id e nt i a l it y of d at a.
Doc um en ts ( St an d ar ds ar e r e v i e we d wi th
s taf f m em ber s a n d c l i e nts r e g u lar 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
27
T he ro l es a nd r e s po ns i bi l i ti es of
m anag em en t is d ef i ne d in
org a n is a t io n` s s t a tu te ( a va i l ab l e a ls o in
we b- pa g e) a nd in Q ua l it y S t a nd ar d .
Ro l es a n d r es po ns i bi l i ti es of s p ec ia l is ts
are d ef i ne d in R e ha b i l it at i on W ork
St a nd ar d an d a ls o i n j ob d es c r ip t io ns .
Br i ef des c r i pt i o ns ar e als o a v ai l a bl e i n
org a n is a t io ns web - p a g e.
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
28
NG O Üh is e lt wo r k s i n par tn er s h ip wit h
ot h er or g an is at i o ns in pr o v is io n of
s er v ic es . T he y h a ve go o d p ar tn ers h ip
wi t h T art u N ur s i n g H om e, Loc a l
Un em pl o ym e nt O f f ic e, T ar tu S wim m ing
Ce ntr e , T ar tu H o te l s ( f or pr o v id i n g
c l ie n ts ac c om m odat i o n s er v ic es ) and
ot h er or ga n is a t io ns .
T he c o o- o p er a t io n wi t h f un de r is m os tl y
wi t h l oc a l de p ar tm en t. W ith m ain of f ic e
th e c o o pe r a t io n is u s ua l l y dur i n g t he
f in anc i n g a gr eem en t ne g ot i at i on or
wh e n f un di n g a ge nc y is per f orm in g
au d its .
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 b y an n ua l p la n a n d in 20 1 2
an n ua l pl a n r e p or t was d o ne v er y
th or ou g h l y.
From an n ua l p la n ( 20 1 3) was a ls o
v is ib l e t ha t NG O c on t r i bu tes to f i n di n g
ne w par tn er s . R ec e nt l y they j o i n ed
Es t o n ia n Me n ta l He a lt h and W elf are
Co a l it i on whe r e t he y wor k i n p ar t n ers h i p
wi t h m an y ot h er or g a n is a t io ns to
im pro v e m en t al he a lt h i n Es t on i a.
In ter v i e ws wi t h p ar tn er s g a v e c er ta i nt y
th at NG O c o ns id er s par tn ers h ip
im por ta nt .
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
29
Str e n gt hs Im pro vem e nt & de v e lo pm ents
P art n ers h i p wit h p er s ons s er ve d in t h e
de v e l opm en t o n s er v i c es is or ga n i ze d
thr o ug h s p ec ia l f ee d b ac k qu es t io n na ir es
bu t a ls o d is c us s ed in m eet i ngs wi t h
c l ie n ts .
P art n ers h i p wit h f un d er i n t ha t t op ic is
m ain l y do n e b y e - m ai l s a nd a ls o d ur in g
th e f in a nc i n g ag r e em ent n e go t ia t io n or
wh e n f un di n g a ge nc y is per f orm in g
au d its .
In v o l vem e nt to ne e d s as s es s m ent of
pers o ns s er v e d is or g an is e d by
f ee db ac k q ues t io n n air es .
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
30
T he pr inc i p les and pr oc e d ur es f or
i n vo l v i ng p er s ons s er ve d as ac ti v e
par t ic ip a nts ar e doc um en te d in
Re h ab i l it at i o n S er v ic e W ork Sta n dar d .
T he m ai n m et h ods f or inc l ud i n g th e
pers o ns s er ve d ar e bas e d on th e
i nd i v i du a l p l an n i ng pr oc es s - pl a n ni n g
an d e v a lu a ti n g. They s i gn s e r vic e
agr e em ent wi t h e v er y c l ie nt a nd i n t ha t
agr e em ent c li e nts wr ig h ts , d ut i es ,
c onf id e nt i a li t y is s ues , s er v ic e
pos s i b i li t ies , i n d i vi d u a l ap pr o ac h an d
par t ic ip a ti o n o pp or t u ni t ie s are
d is c us s e d.
Dur i n g th e in t er v ie w wi t h p ers ons
s er ve d au d it or go t c onf ir m at io n t h at
th e y ar e in v o l v ed in p la n n in g and
e va l u at i ng s e r vic e d e l i v er y.
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
31
T here is c ar r i ed ou t e va l u at i ons
an n ua l l y, bo t h an i nd i v i du a l ( s p ec ia l
f ee db ac k f or m s ) and i n g r o u p b as is .
B ot h the f or m s an d a n a l ys es we re
pres e nt e d.
S er v ic e Us er S at is f a c ti o n S ur 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 th s er v i c es , pa r t ic ip a ti o n
an d i n vo l v em ent , c on n ec t i on wi t h
s pec i a l is ts a n d c o nf i d en t ia l i t y.
In d i v id u al P la ns ar e e v a lu at e d r e gu l ar l y
an d c h an g es m ad e d ur in g th e s er v ic e
per i o d if nec es s ar y.
In ad d it i on it was c on f ir m ed d ur in g t he
i nt er v ie ws of p er s ons s er v ed t h at t he y
are in v o l v ed in t h is e v a lu at i o n.
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
32
Q u al i t y S t an d ar d a nd s taf f tr a i n in gs Im pro vem e nt pr op os a l is to ref lec t a ls o
g i ve f ram e wo r k f or em po wer m e nt of i nd i v i du a l ac hi e v em en t s in o rg a nis a ti o n
s er v ic e us er s . c l ie n t s a t is f ac t i o n r e por ts . D ur in g th e
i nt er v ie ws t hes e i n d i vi d ua l
Ex am pl es of ta n g i b le r es u lts in
ac h i e v em ents wer e v er if i ed , b ut it is
c o ll ec ti v e le v e l wer e pr es en t ed in
im por ta nt a ls o c o ll e c t t h is k i nd of
Cl i e nts S a t is f ac t i on S ur ve y. i nf orm at io n.
Dur i n g t h e i nt er v ie ws wi t h par tn ers a n d
S oo v i ta n k aj as t ad a k l ie n ti d e r a hu l o lu -
c l ie n ts a ls o i nd i v i du a l s uc c es s - s t or ies
uur i n gus k a k l ie n ti d e i s ik l ik k e s aa v ut us i.
wer e pr es en te d .
31 . T he s oc i a l s e r v ic e pr o v id er o p er a tes s pec if ic m ec h a n is m s f or
es t a bl is h in g a n em po w er in g e n v iro nm en t.
Rem ark f rom th e au d it or : T 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
Pr i nc i p l es of em po we r m ent are
reg u l at e d i n Q u al i t y S t an d ar d.
O rg an is at i o n h as f o r m ula te d s p ec if ic
em po werm en t m eas ur es i n 3 c a te g or ies :
em po werm en t of s t af f , em po wer m en t of
c l ie n ts an d em po we r in g e n vir o nm ent .
W ork ing wi th th es e 3 as p ec ts at th e
s am e tim e is im po r t an t f or th em to
pro v i d e f or t h e ir c l ie n ts b ot h
em po wer i ng s e r vic e s an d e n v ir onm en t.
33
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
Ne e ds of c u r r e nt s er v ic e us er s a re
s ta te d i n i n d i vi d u al pl a ns .
Ne e ds of po te n ti a l p er s o ns s er v ed ar e
i de nt if ie d m os tl y thr o ug h C l i en ts
Fe ed b ac k Sur v e y a nd bas e d o n a na l ys is
of eac h i nd i v i d ua l p l an ( c ont i n u it y n e eds
of s er v ic es ) . They a ls o c o l lec t t h e ir
i nf orm at io n in City a dm in is tra t io n
s ur ve ys am ong loc a l p op u l at i on .
NG O Üh is e lt of f er s s er v ic es in th e ir
room s i n T ar t u C it y Ce nt er , in T ar t u
S wim m ing C en t er A ur a a nd if c li e nt is
no t a b l e t o c om e t o th e or g a nis a ti o n
th e n s pec i a lis ts ar e v is it i n g t h em at
th e ir h om es . Se r vic es ar e a ls o of f ere d
in nu rs i n g h om es ( for n ur s i n g h om e
c l ie n ts ).
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
34
Fu nd er`s ne e ds are dis c us s e d and
agr e e d wh i l e m ak in g s er v ic e
agr e em ents . E v er yd a y c o op er at i on is
org a n is e d m os t l y wi t h F u nd er s l oc al
de p artm en t. C oo p er a t i on wi t h F un d ers
he a d of f ic e is m os t l y wi t h e - m ai ls .
Ne e ds of f un de r s , s o c i al pa r t ne rs a nd
c l ie n ts ar e a ls o r eg u l at ed t hr o ug h
s pec i a l f e e db ac k q u es ti o nn a ir es .
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 .
A nn u a l Pl a n r ef l ec t th e r es u lts a nd
be n ef i ts of c o - o p er a t i on wi th d if f er en t
s tak e ho l de r s .
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
35
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 t he 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 er e c l i e nt´ s s pec if ic g o a ls - d es ire d
s it u at i ons , o ver a l l go a ls , s p ec if ic
m eas ur ab l e o bj ec ti v e s , m eth o ds ar e
wri tt e n . The c l ie nt a nd NG O
rep res e nt at i v e s i gn c l ie n t a gr e em ent
bef ore e n ter i n g th e s e r v ic es .
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
A l l s er v ic e us e r s have an In d i v id u a l
P la n . I nd i v i d ua l p l ans c o nt a in t he
des ir e d s i t ua t io n of t h e p er s ons s er v ed ,
go a ls , m eas ur ab l e o bj ec ti v es ,
i nt er ve n t io ns .
E ac h In d i v id u a l P l a n is a gr ee d b y t he
pers o n s er v e d or h is /h er g ua r d i an . NG O
s i gns s er v ic e agr e e m ent wi th every
s er v ic e us er .
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.
36
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he k e y s er v ic e d e l i v er y p r oc es s es ar e
i de nt if ie d an d wr i tt e n in “ R eh a b il i ta t io n
S er v ic es wor k St an d ar d” . Pr oc es s es ar e
re v ie we d ( i nt er na l a ud i ts ) on r e gu l 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
s taf f m em ber s ar e we ll a wa r e of t h e
qu a l it y s t a nd ar d.
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
NG O Üh is e lt m oni t or s th e p er f or m anc e
of t he k e y s er v ic e d e li v er y pr oc es s es
thr o ug h in ter n a l a ud i ts ( r e g ul ar l y) .
In ter n a l a u di ts ar e dis c us s ed a nd
re v ie we d in m ee t in g s wi th s t af f an d
rec o rd e d.
In ter n a l a ud i t r es ul ts a r e m ade a v a i la b l e
f or s t af f an d wr it te n in an n u al plan
rep or ts .
37
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
As t h e f i na nc i ng pr oc es s i n Es t o n ia is
an n ua l a nd i t is no t c l ear h o w m uc h
m onet ar y r es o ur c es th er e wi l l be
a va i l ab l e nex t ye ar , t he n N G O Ü h is e l t
he l ps t he ir c us t om er s b y p ut t in g t h em in
wa i ti n g lis t ( it m ak es th em to g e t t he
s er v ic es e ar l i er ) a nd at t he s am e t im e
a ls o m ak es s p ec i a l h om e - pr ogr am s f or
th e ir c l i e nts . T he y a ls o wor k i n c o -
op er at i o n wit h l oc a l u n - em pl o ym e nt
of f ic e , l oc a l m un ic i pa l i t y and
ed uc at i on a l i ns t i t ut i on s .
E v al u at i o n of c o nt i nu i n g s er v ic e
de l i v er y is carried ou t by a n nu a l
p la n ni n g/r e v i e wi ng pr o c es s .
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
38
For NG O Ü h is e l t i de n tif yi n g a nd f i n di n g
bar ri ers is a wa y to m on it or the
s eam l es s c on t in u um of s er v ic es . I t is
org a n i ze d m os t l y t hr o u g h in d i v id u a l
p la ns , b ut a ls o wi t h C l ie n ts S a tis f ac t i on
S ur ve y.
B arr iers ar e r ep or te d i n an n u al r ep or ts .
B ig g es t b ar r ie r f or t h e or g a nis a ti o n is
th e f ac t th at t h e y wor k in th e 2 f lo or of
th e b u il d i ng wh er e is no el e v at or s , s o it
is im pos s i b le f or th e whe e lc h a ir us ers
to v is it th e or ga n is a t i on . T he r ef or e th e y
dec i d ed t o l au nc h ho m e v is its , s o t h at
e ver yo n e c an ha v e th e s er v ic e th e y
ne e d.
NG O of f er s s er v ic es by d i f f ere nt
s pec i a l is ts e n s ur in g t ha t
m ult id is c i p li n ar y a pp r oac h could be
ap p l ie d . I n c as e of a ne e d t h er e is
a l wa ys o pp or t u n it y t o c oo p er at e wi t h
l oc a l s c h oo ls , un e m plo ym e n t of f ic e ,
S wim m ing c e nt r e , T ar tu c it y t o m ak e it
pos s i b le f or t h e c li e nts to g et a l l t h e
s er v ic es t h e y n ee d
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
39
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.
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 .
O rg an is at i o n has also la u nc h e d
s pec i a l m eas ur em ent to o l, t o m eas ur e
th e ef f ec t i ve n es s of r e h ab i l it at i o n
s er v ic es to t h e c l i e nt s qua l i t y of l if e .
T he y h a ve j us t s tar t e d t o us e t h is t oo l
an d it a l l o ws to g et t he r es u lts a ls o i n
i nd i v i du a l as i n c o l l ec t i v e l e ve l .
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
40
Sk i lls a nd c om pe te n c i es f or s t af f to In au d it ors po i nt of v ie w s k il ls a nd
en h anc e q ua l it y of l if e of p ers o ns c om pet e nc ie s f or s taf f to e nh a nc e
s er ve d ar e doc um en t ed in th e ir qu a l it y of l if e of p ers ons s er v ed s h ou l d
St a nd ar d of E th ic s an d S taf f wor k B as is a ls o b e d oc um ent e d i n j o b d es c r ip t io ns .
doc um en ts .
P ers o n a li t ea dm is e d, os k us e d ja
In S taf f wor k Bas is d oc um en t is wri tt e n k om pet e nts i d v õ ik s id ol l a k irj as ka
th at c om pet e nc es of s taf f are am etij u he n d it es .
d is c us s e d a nd e va l ua t ed in r eg u l ar
bas is . O nc e a ye a r s t af f s up er v is io n
m eeti n gs ar e c o nd uc t e d.
T rai ni n g s ys tem g i v es a n o pp or tu n it y t o
be m ore s k il l ed a nd ha v e h i gh er
c om pet e nc es i n or de r to b e a b l e to
s up p ort a n d em po wer s er v ic e us ers .
42 . T h e s oc i a l s er vic e pr o vi d er i de nt if ies i ts bus i n es s r es u l ts a n d pr o vi d es
f orm al p er io d ic a n d i nd e pe n de n t re v i e w a nd pr oc e d ures to ac h ie v e t h e
tar g et ed r es u l ts .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
41
NG O Ü h is e l t h as An nu a l Pl a n wh ere
th e y s e t t h e ye a r s o b j ec t i v es a nd th e n
th e y c om pi l e a n nu a l r ep or ts wh er e t he y
m eas ur e and report p er f or m anc es
ag a i ns t b us in es s o bj e c ti v es .
In ter n a l a u d its ar e c ar r ie d o ut by
m anag er to m eas ur e th e p er f or m anc e
an d res u lts ( onc e a ye ar ) .
Ex t er n al a u di ts ar e c ar r i ed o ut by
f un der . L as t a ud i t was c on d uc t e d i n
s pr in g 2 0 13 a nd th e r es u l ts wer e v er y
go o d, o n l y o ne m in or r em ar k was m a de .
Dur i n g th e i n ter v i e w wi t h f un der c on tr o l
of f ic er wa s v a l i d at ed th at t he y ar e v er y
s at is f i e d wit h NG O - s qu a l it y of s er v ic es
an d m ana g em ent .
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
42
W ithi n in d i v id u a l p la n n in g pr oc es s e ac h
i nd i v i du a l ’s o u tc om es an d be n ef i ts ar e
m eas ur ed .
O rg an is at i o n has also la u nc h e d
s pec i a l m eas ur em ent to o l, t o m eas ur e
th e ef f ec t i ve n es s of r e h ab i l it at i o n
s er v ic es t o c li e nts q ua l i t y of l if e. T h e y
ha v e j us t s t ar te d to u s e th is t oo l a n d it
a ll o ws to g et the r es u l ts a ls o in
i nd i v i du a l as i n c o l l ec t i v e l e ve l .
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
43
S er v ic e a gr e em en t wit h t h e f u nd er is
d is c us s e d an d e v a l ua t ed an n ua l l y.
Cl i e nts In d i v id u a l p l an s wi th o bj ec t i ves
an d b en ef i ts ar e r e gu l ar l y e va l u at ed
wh ic h e ns ur es t ha t a dd e d v a lu e of th e
s er v ic es f or q u al i t y of l if e is m on it or ed .
O rg an is at i o n has also la u nc h e d
s pec i a l m eas ur em ent to o l, t o m eas ur e
th e ef f ec t i ve n es s of r e h ab i l it at i o n
s er v ic es t o c li e nts q ua l i t y of l if e. T h e y
ha v e j us t s t ar te d to u s e th is t oo l a n d it
a ll o ws to g et the r es u l ts a ls o in
i nd i v i du a l as i n c o l l ec t i v e l e v e l .
B as e d o n c l i en ts s a tis f ac t i on s ur v e y,
c l ie n ts po i nt e d o ut as ad v a nt a ge NG O - s
l oc a t io n (city c entr e , go o d
tra ns por t at i on pos s i bi l i ti es e tc ),
pos s i b i li t y to us e s wim m ing c e ntr es
s er v ic es , ac c om m oda t io n ex is t e nc e
(c oo p er at i on wit h local ho te ls ) and
hom e- s er v ic e o p po r t u n it i es .
T artu N urs i ng Hom e p o in te d o u t as b es t
v a lu e f or th e ir c l ie n ts an d p er s o n ne l is
th e o pp or tu n it y t ha t NG O - s s p ec ia l is ts
are of f er in g t h ei r s er v ic es o n s i t e a n d
a ls o or ga n i ze e d uc a t i on a l an d pr ac t ic a l
tra i n in g f or th e ir c l i e nt s a n d per s o n ne l .
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
44
Str e n gt hs Im pro vem e nt & de v e lo pm ents
S at is f ac ti o n S ur v e y of per s o ns s er v ed is O rg an is at i o n s h ou l d c ons i der f i n d in g
c arr ie d ou t onc e a ye ar . T h ere is m ore wa ys t o c om m unic at e wi th f un d er.
op p ort u n it y f or c l ie nts to g i v e f ee d bac k Fe ed b ac k re la t ed t o s at is f ac t io n c a n be
af ter th e s er v ic e a n d a ls o i n s er v ic e e va l u at ed s im il ar t o p ar tne r s.
pro v i d er h om epa g e.
As ut us v õ ik s l e id a p a rem ai d v õ im al us i,
Fu nd ers S at is f ac t i on was d em ons tra te d et s a a d a ra has taj a t ag as is id e t (l is ak s
thr o ug h m oni t or in g t h e s er v ic e an d i n j äre l v a l ve l e). R ah as ta j al t v õik s k üs i da
s om e c as es e - m a ils wer e ex c h a ng e d. ka rahu l o lu te e nu s te g a (s ar nas e lt
par t ner i te g a).
A nn u a l Pl a n s e ts t he 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 .
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
NG O Üh is e lt c om p i l es onc e a ye ar
doc um en t An n u al Ec o nom ic Re p ort a n d
a ls o A n nu a l Re p or t ( ye a r s o bj ec t i v es ,
res u l ts etc ) . F ir s r e po r t is a ls o a v ai l a bl e
i n we b pa g e.
S ec o n d d oc um ent m enti o n ed a bo v e
c on t ai ns als o per s o n a l p er c e pt i ons an d
ac h i e v em ents and is i n tr o d uc e d to
pers o n ne l .
45
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
Inf orm at i o n ab o ut or g an is at i ons A nn u a l re p ort wi t h an n ua l res u lts ,
s er v ic es , r ec en t n e ws /e v e nts and ac h i e v em ents a nd p er s on a l pe rc e pt i o ns
A nn u a l Ec o n om ic Re p or t is a v ai l a bl e i n s ho u l d a ls o be m a de a v a i la b le f or
org a n is a t io n` s we b p a ge . A ls o r es u l ts of par t ners a n d f u n der . It c a n be s e n t b y
c l ie n t`s s at is f ac t io n wi th t h e s er v ic es o n e- m ai l. It c o u ld a ls o be wa y t o ge t
c o ll ec ti v e l e v e l. f ee db ac k o n ye a r`s p e rf orm anc e .
Res u lts ar e d is c us s e d in m ee t in gs wi t h O l u li n e on t ea v i ta d a om a te g e vus a as t a
s taf f an d in d i v i du a l ac h i e v em ents an d tu l em us tes t ka ol u l i s i p art n er ei d ja
perc e pt i o ns of s er v ic e us er s are rah as taj at . A as t a p la a n i s is ul i n e r a por t
d is c us s e d on in d i v i du a l b as es . v õ ik s ol l a k ätt es a a d a v k od u l eh e l j a / võ i
s aa d et u d p art n er it e le e - m ai l i t ee l . S e l l e
A l l re l e va n t r e p or ts a nd d oc um en ts ar e
k aud u on hea v õ i m alus s a a da ka
m ade a v ai l a b le f or s t af f in G o og l e ta g as is i d et om a te g e v us t e le /t e en us te l e.
Dri v e .
Inf orm at i o n f or c l i e nts is m ade a v a i la b l e
a ls o in o rg a nis a ti o ns I nf o S ta n ds .
48 . T h e s oc ia l s er v i c e pr o v i d er has a s ta n dar d pr oc e d ur e f o r c o nt i nu o us
im pro v em ent on t h e b as is of a n im pr o vem en t c yc l e.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
46
Co nt i n uo us im pr o v e m ent pr oc es s is
doc um en te d in Q ua l i t y S t an d ar d. T her e
ex is ts a P DC A c yc l e i n an n ua l p l a nn i ng
an d i t`s re v i e wi ng pr o c es s .
Q u al i t y im pr o vem en t pr oj ec ts wer e
doc um en te d .
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
As org a n is a t io n has j us t s ta r t ed (2 0 13) In 2 01 4 a nd f urt h e r A n nu a l P la n`s
th e ir a n nu a l p l a nn i ng an d m an y o t her of org a n is a t io n s h o u ld c rea te s p ec i a l
th e ir proc es s es , t he n A nn u a l Pl a n 20 1 3 s ec t i on f or im pro v em en t pr oj ec ts an d
c ons is t m os t l y of im pr o vem en t pr oj ec ts , perf orm anc e i n d ic a to rs f or m eas ur i ng
perf orm anc e i n d ic a to r s f or m eas ur i ng th e r es u lts of a l l im pro v em ent p roj ec ts .
th e res u lts of a ll im pr o vem e nt p roj ec ts
20 1 4 a as t a pl a a nis (j a ed as pi d i) v õik s i d
wer e s e t.
o ll a par e nd us proj ek ti d k aj as t at u d n .ö
Im pro vem e nt pr oj ec t s obj ec t i v es ar e era l d i v a ldk o nn a na . Ig a l e proj ek ti l e
def in e d a nd r es u l ts m eas ur e d pe ak s i d ol em a s ea t u d i nd ik aa t or id j a
tu l em us e d m õõ de t ud .
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
47
Str e n gt hs Im pro vem e nt & de v e lo pm ents
NG O Üh is e lt c o ns id er s ap p l yi n g for As or ga n is a t i on is us in g m an y
E qu as s As s ur anc e Ce r tif ic a t e as o n e of i nn o v at i v e m eth o ds i n t h e ir work , t h e
th e ir b ig g es t in n o va t io n pr oj ec t i n 2 01 3. res u l ts s ho u ld a ls o b e rec ord e d. A ud i t or
c ou l d s ee d es c r ip t io ns of th es e m eth o ds
T he y ar e us i ng s om e in n o va t i ve
bu t n ot res u lts ( ex c ep t for E qu as s
wa ys /m eth o ds of wo r k ing and th es e proj ec t ).
m etho ds ar e i ntr o du c ed in we b - p a ge
an d a ls o a v a i la b l e f or p er s on n el in S ea dk e k õ ik id e le
G o og l e Dr i ve . i nn o v ats i oo n i proj ek ti d e le e es m är g i d j a
m õõtk e n e n de t u lem us i ( n ä it ek s
aas t ap l aa n is ) . Pr ae g u s e l j uh u l o l i
dem ons tr ee ri t ud m itm e id in n o va at i l is i
tö öm eet o d ei d , k u id n e nd e t u lem us i e i
o ln u d m õõ d et ud ( v. a E qu as s pr oj ek t).
48
4. Agreed additional development / improvements
Topic 1: Develop staff competences and qualification
Goal: To provide various high-quality services to persons served, including raising
specialists qualification in relation to clients needs evaluation and risk analysis.
Actions:
Writing the project
CARE- methodology trainings for all specialists dealing with clients
Training the physiotherapists in relation to risk analysis of clients working
environment (to support clients in their work)
Offering special experience-consulting service to NGO-s clients in co-operation with
project partner NGO Händikäpp
Date: june 2014
Topic 2: Expanding partners network, participating in Estonian Mental Health
and Welfare Coalition`s w ork
Goal: Be informed of developments in rehabilitation services and expand partners network to
offer various services for our clients
Actions:
Take part of organised partners meetings
Date: till 2015, meetings every month
Topic 3: To organise self-help group meetings and practical information meetings for
persons served
Goal: Rise awareness of persons served and their family members and supporters in
different situations
Actions:
Collect information from clients, family members and supporters
Specialists training/preparation
Events preparation
Date: events once a month starting in 2014.
49
Arendusvaldkonnad 24. kuuks:
Teema 1: MTÜ Ühiselt spetsialistide arendamine ja kvalifikatsiooni tõstmine
Eesmärk: Puuetega inimestele pakutavate teenuste laiendamine ja kvaliteedi tõstmine
Tegevused:
projekti kirjutamine Avatud Eesti Fondi
asutuse personali koolitamine CARe (kõikehõlmava rehabilitatsiooni) metoodika
osas, et aidata parandada psühhosotsiaalselt haavatavate klientide elukvaliteeti ning
toetada nende taastumist.
koolitada meie füsioterapeute töökeskkonna riskianalüüsi koostamise osas, et
pakkuda klientidele lisaks rehabilitatsiooniteenustele nende töökeskkonna
riskianalüüsi, eesmärgiga parandada konkreetse puudega inimese töökeskkonda ja
toetada tööl püsimist.
pakkuda meie klientidele kogemusnõustamise teenust koostöös projektipartneri
MTÜ Händikäpaga
Tähtaeg: 2014 juuni.
Teema 2: Koostööpartnerite võrgu laiendamine ning VATEK kogemuskohtumised
Eesmärk: Olla kursis rehabilitatsioonivaldkonna arengutega ja koostööpartnerite kontaktide
laiendamine tagamaks klientidele mitmekülgne personaalne teenus
Tegevused:
VATEK kogemuskohtumistel osalemine
Tähtaeg: kuni 2015a k.a kord kuus kohtumistel osalemine
Teema 3: Eneseabigruppide ja infotundide käivitamine ja läbiviimine klientidele ja
lähedastele
Eesmärk: Klientide ja nende lähedaste teadlikkuse tõstmine saamaks hakkama erinevates
olukordades
Tegevused:
klientide ja lähedaste seas info kogumine
spetsialistide ettevalmistamine
teabe levitamine
koolituste ettevalmistamine
Tähtaeg: Alates 2014.a kord kuus
50
5. Closing remarks
NG O Üh is e lt is s m a l l or g a n is a t io n of f er in g r eh a b il i ta t io n s er v ic es m ain l y f or c l i e nts
i n T ar tu c it y a n d ne ar r eg i o n b ut a ls o f or c l ie nts a l l o v er Es t on i a.
NG O em pl o ys 14 s p ec i al is ts wh o s u p por t ab ou t 20 0 (2 0 13 ) s er v ic e us ers per ye ar .
Com par e d wi t h 20 1 2 s er v ic e us er s n um ber has g ro wn ( in 20 1 2 was 13 6) a n d th e y
ha v e th e c ap ac it y to s er ve m or e p e op l e in 2 01 4 an d f ur t her . Bu d g et h as gr o wn i n
c orr el a ti o n wit h c l i en t s and h as gr o wn a lm o s t 2 t im es i n 2 01 2 c o m pare d wi t h 2 01 1
an d i nc r e as e d i n 2 01 3 m or e .
As org a n is a t io n has g on e thr o ug h m an y b ig c ha n ges o v er t h e las t 2 ye ars - c h an g e
of m ana gem en t, l oc a t i on an d r a is in g t h e n um ber of s er vic es ( i n 20 0 8- 2 0 11 t he y
on l y m ad e r e h ab i l i ta t i on p la ns , n o s er v ic e p ro v is i o n ) t h en m an y of th e ir pr oc es s es
an d pl a ns a n d d oc um en ts wer e j us t d e ve l op e d (i n t h e e n d of 20 1 2 a n d d ur in g
20 1 3).
Dur i n g t he au d it a pp e ar e d t h at or ga n is at i on has to m o ve on e m ore t im e, a t t h e e nd
of 2 0 13 , b ec a us e of t he b u i ld i n g o wn ers p la n to p u l l do wn t he b u i ld i n g.
O rg an is at i o n m a n ag er c o nf ir m ed t ha t th e y d i d no t k no w th a t wh e n t he y s i g ne d t he
l eas e- c on tr ac t ( J a n u ar y 2 0 13) . NG O h as a l rea d y b o ug h t n e w r oo m s in T art u C it y
an d n e w loc a ti o n is a l s o ac c es s i b l e to wh ee l - c ha ir us ers .
As or g an is at i o n is s m all t h en b ig g es t r is k to it`s s u s t a in a bi l i t y i s c h an g ea b l e
f in anc i n g s ys tem a n d r e la te d t o th i s k ee p in g h ig h l y q ua l if i e d p ers o n ne l .
A ud i t l as t e d t wo d a ys an d was or ga n i ze d v er y n ic e l y a nd au d it or was h os t e d wit h
gre a t hos p it a l it y. D oc um ents wer e ve r y we l l s ys tem at i ze d s o t h a t it wa s e as y t o
f in d r i gh t d oc um ent f or t he ne e de d i n dic a tor
In a u d it ors o p in i on o r ga n is at i on has m in i m um le v e l i n s om e t op ic s t o m ee t t he
ne e ds of E qu as s As s ur a nc e c r i t eri a a n d n ee ds f urt h er ac ti o ns f or d e ve l o pm ent .
Af t er 2 ye ar s it wou l d b e g oo d t o s e e th e ir e f f ec ti v en es s .
In a ud i to rs p o i nt of v i e w m or e in t ens i v e f ur t her d e v e lo pm en ts wo u l d b e (s e e m ore
de t ai ls u n de r c er t a i n c r it er i a) :
51
T o m ak e ( s tr a t eg ic ) p la n ni n g pr oc es s an d re v is i on of ye a r l y p l ans a n d
rep or ts m or e s ys t em at ic
Ris e qu a l it y of s taf f s up er v is io n m eet i n g s an d pr o toc o ls a n d als o m ore
at te n ti o n to s t af f i n v o l v em ent
Ex pa n d p ar t ne r s ne t wor k
Im pr o ve qu a l it y of c l i e nts s a t is f ac t i o n s ur v e y (m ore r es u lts )
Me e ti n gs an d in t er v ie ws wit h em pl o ye es an d m ana g em ent g a v e g rea t c onf id e nt of
c om m itm ent and m ot i v at i on t o war ds t he ir work a nd a ls o d e s ir e f or f ur th er
de v e l opm en t.
In ter v i e ws wi th s oc i a l p ar t n er s g a ve an o v er v ie w or ga n is at i ons gre a t c on tr i bu t io n
an d c om m itm ent to wa r ds c o op er at i on . M an y go o d ex am pl es wer e t o ld .
Fu nd er g a v e c r e d it to NG O - s wor k an d rec e nt l y c o n d uc t ed au d it s ho we d t h at th e ir
s er v ic e m eets t h e f u n d er ` s r e qu ir em en ts .
Me e ti n g wi t h c li e nts s h o wed s a t is f ac t i o n wit h in d i v id u a l s er v ic es , p eo p le a n d
en v ir o nm ent . T he y de s c r i be d or g a nis a ti o n as i n no v at i v e a n d f l e x i bl e , m an y go o d
ex am p les wer e pr es e n te d.
T he c ri t eri a f or de v e l opm en t a n d im pro ve m ent f rom the au d it o rs po i nt of v i e w,
bas e d o n 2 - da ys a u d it ar e t he f o l lo wi n g :
Cri t er ia 3 : O r g a nis a ti o n s ho u l d tr y t o ge t m ore f e ed b ac k f rom c li e nts t o m ak e va l i d
S at is f ac ti o n S ur v e y.
O rg an is at i o n s ho u l d c ons i d er or ga n i zi n g a ls o s p ec i a l m eet in g s f or part n ers to
c o ll ec t a ll t h e r e l e va nt f ee d bac k .
Cri t er ia 4 : T o b e m or e op e n t o t he c om m unit y a n d c ons i d eri n g th e f ac t of m ov in g
to ne w b u i ld i ng i n t he en d of t his ye a r , or ga n is at i on s ho u l d c o n s i der org a n i s in g
O p en D a ys or s im il ar e ve n ts .
Cl i e nts B roc h ur e o r Cl i en ts B ook c an a ls o b e n ic e wa y t o i nf orm an d g et f e ed b ac k
f rom c li e nts .
Cri t er ia 6: I m pr o v em ent pr op os al is to ad d perf orm ers to A nn u a l P la n`s c onc r e te
ac t i ons .
52
Cri t er ia 12 : NG O s h o u ld c o ns i der de v e l op i ng m ore s u bs ta nt i v e an d pr o pe r s taf f
e va l u at i on /s u p er v is io n pr oc es s ( f orm s a n d m ee t in gs )
Cri t er ia 1 3 : Im pr o vem en t pr op os a l is t o f in d wa ys f or t he s pec i a lis t s to h a ve r eg u lar
s taf f m eet i ngs wh er e t he y c an d is c us s a nd e x c ha n ge ex p er i enc es .
Cri t er ia 1 4 : F i n d m or e wa ys t o r ec o gn i ze a nd h i gh l i gh t g oo d work .
Cri t er ia 1 6: I t wo u l d b e n ic e wa y f o r t h e or g an is at i o n t o pr om ot e Cl i e nts ri g hts a n d
du t ies b y pr es e nt i n g t hem a ls o i n or ga n is at i ons I nf o s t a nds
Cri t er ia 2 1 : O r g a nis a ti on s ho u l d c ons i d er e v a lu at i n g the ef f ec ti v e nes s of its p o l ic y
to pr e ve n t p h ys ic a l, m en t al a n d f i na nc i al a b us e of p ers o ns s e r ve d thr o ug h C li e nts
Fe ed b ac k ( S at is f ac t io n) S ur v e y .
Cri t er ia 2 2: O r g an is at i on s h ou l d s et pr i nc ip l es f or ens ur i ng s af et y r u l es f or
s pec i a l is ts who ar e v is it i n g c l ie n t s at t h ei r ho m es .
Cri t er ia 30 : Im pr o ve m ent pr o pos a l is to ref l ec t i nd i v i du a l a c h ie v em en ts in
org a n is a t io n c l i e nt s a t is f ac ti o n r e por ts .
Cri t er ia 4 1: s k il ls a n d c om pe te nc i es f or s t a f f to e n h anc e q ua l it y of l if e of p ers o ns
s er ve d s h o u ld a ls o b e doc um en te d i n j o b d es c ri pt i ons .
Cri t er ia 4 5: O r g an is at i on s h ou l d c o ns i der f i nd i n g m ore wa ys t o c om m unic a te wi t h
f un der .
Cri t er ia 4 7 : O r g an is at i on s h o u ld a ls o i nf orm a ll t h e r e le v a nt s t ak eh o ld e rs ( p art n ers ,
f un der) ab o ut a n nu a l r es u l ts ( A n nu a l Re p ort ) .
Cri t er ia 4 9: I n 20 1 4 a nd f u r t her A n nu a l P la n`s or g a nis a ti o n s h o u l d c re a te s p ec i a l
s ec t i on f o r im pr o v em en t pr oj ec ts an d perf orm anc e i n d ic a tors f o r m eas ur in g t h e
res u l ts of al l im pr o v e m ent pr oj ec ts
Cri t er ia 5 0 : As or g an i s at i on is us i ng m an y i nn o v at i v e m etho ds in the ir work , th e
res u l ts s h ou l d a ls o be r ec o r d e d .
53
MT Ü Ü h is e lt on v ä ik e or g a n is a ts io o n, k es pak u b r e ha b i l it ats i oo n it e en us e id
põ h i l is e l t T ar t u l i nn as j a s e ll e lä h i üm brus e s el a v at e le i nim es t e l e , a ga k a k õi gi l e
v aj aj at e le ül e Ees t i.
Pr og n oos i ta v k li e nt i de ar v 20 1 3 aas ta l õ pu k s on 2 0 0 k l ie n di ri n g is (2 0 12 o l i 13 6
k lie n ti) n i ng j är g ne v at e l a as t a te l p la a n it ak s e k li e n di b aas i l a ie n da da v e e lg i . MT Ü - s
tö öt a b 1 4 l ep i n gu l is t tö öt aj at , k el l es t 2 on p õ hik o ha g a j a 1 2 tö öt a b os a l is e lt.
E el ar v e m aht k as v as 20 12 . a as t a l e e ln e v a a as t ag a võ rre l d es ü le 2 k orr a n in g
s uur e n es 20 1 3 . a as ta l v e e lg i .
K un a v ä ga p a lj u en er g ia t v i im as e l k a he l a as t a l on as u ts es lä i nu d n ii as uk o ha k ui
k a j uh at us e v a he tus e s t tu l e ne v at e m uud a tus te p e a le , s i is o l id au d it i t o im um is e
he tk el v ä ga p a lj u d pr o ts es s i d a l l es v älj a t ö ö ta tu d . Se l l es t tu l e ne v a lt to ok s in vä lj a
o lu l is em ad j a s u ur em ad ar e n dus v a l dk on na d - ( s trat e e gi l is e ) p l an e er im is e pr ots es s i
j a aru a n dl us e s üs t e e m s em ak s m uutm in e ; t öö t aj a te k aas am is e j a ar e ng u v es t l us t e
k va li t ee d i par a nd am i ne ; par t ner i te g a k oo s tö ö t õ hus t am in e; k l i en t id e r ah u l o lu-
uur i n gu k v a l it e ed i pa r an d am in e . T ä ps em alt on p ara n d us e tt e pa n ek ui d k irj e l d at ud
k onk reets et e k r it ee r i u m ite a l l.
Ül d is el t v õ ib ö e l da , , et or g an is at is i oo n o l i m õnes p unk t is t ä i tn ud m in im aa ls e l t
v aj a l ik ud n õ ud e d E qu as s As s ur a nc e k ri te er i um ite l e v as t am is ek s n in g n üü d t ul e b
j õu l is el t e das i t e gu ts e da .
In ter vj u ud t ö öt aj a t e j a j uh a tus e ga an ds id k ind l us t , et en er g ia t j a pü h en d um us t
are n d us t eg e v us e g a t eg e l ed a o n k ül l a ga . K õi g i i nt er vj ue er it u d tö öt aj at e s i lm is t
pa is t is te ot a he j a ar e n dam is s oo v , s am ut i p ü he n dum us j a k l i en d i l e or ie nt e er it us .
In ter vj u ud p ar tn er it e g a k i nn i tas i d, e t k o os tö ö o n la d us j a to i m ib re g u la ars e lt .
Ra h as t aj a a v al d as t un n us t us t MT Ü - le ja hi lj ut i lä b i v i id u d j äre l e v a l ve an d is
k inn i tus t, e t MT Ü t e e n us v as t a b n õu et e l e.
V es t l us e d k li e nt i de g a k inn i tas i d, et n e i l e l ä he n et ak s e i nd i v i d ua a l s e lt n i n g o l lak s e
pa i n dl ik u d n in g i n no v a at i l is e d . Ra h ul o l u v es t l us e l os a le n ud k l ie nt i d e s eas ol i vä g a
s uur , to o di m itm ei d nä i te i d te e nus e pak k uj a k l ie n dik es k s us es t, pa i n dl ik k us es t j a
s õbr a l ik k us es t.
A ud i it or p e a b o lu l is ek s är a m är k ida , e t au d it i t oim um is e aj a l s e l gus , et as u t us t
oo t ab e es ve e l ük s k ol im in e s e os es re n d i le an dj a s o o v ig a ho o n e l am m uta da . U u ed
ruum i d as u v a d s am ut i T ar tu li n n as j a o n j ub a MT Ü om a nd is ( os t u- m üüg i t e h in g o n
s oor i ta t ud) . U ut es r u u m ides o n ta g at u d l i gi p ääs k a r at as t o o l is k l ie nt i de l e.
54
A ud i ti va l dk on nak s o l i d r e h ab i l it a ts i o o ni t ee nus e d, m is on r a has t at u d r ii g i po o lt .
A ud i t k es t is 2 p ä e v a, m il l e j ook s u l k o h e ld i a u di i to ri t ü l im a s õ br al ik k us e ja
l ahk us eg a. D ok um end i d o l i d v äg a h äs t i s ü s tem at is eer i tu d j a v õ i m ald as id v ä hes e
v ae v a ga le i d a v aj a l ik k e tõ e nd us m at erj a l e .
S uur im ris k MT Ü j ät k us uu tl ik k us el e on h e it l ik rah as t am is s üs te em j a s ell es t
ots es el t o l en e v k v a l if i t s eer i tu d t ö öt aj as k o nn a om am in e.
P ara n dus e tt ep a n ek ud, m is tek k is id a u d i it or il k a he p äe v as e a ud i t i j o ok s ul on
j ärgm is ed :
Kr it e er ium 3: As ut us v õ ik s k or r a l da d a k ok k us a am is i (k oos ol ek u id ) par t ner i te l e, e t
k ogu da om a t eg e v us e l e v aj a l ik k u ta g as is id et .
S am uti t u l ek s as ut u s e l k ogu d a k lie n d i rah u lo l u - uur i n gu j a ok s rohk em ate lt
k lie n ti d e lt t ag as is i de t, m is võ im al d ak s teh a ü ld is tus i j a s e a l t ul e n e va l t k a are nd us i
e ll u vi i a.
Kr it e er ium 4: Se os es s e ll e ga , e t as u tus k o l i b u ut es s e ru um id es s e j a e t o l la a v at ud
üh is k o nn a le o n au d i it or i e tt e pa n ek k orral da da a v at u d us te p ä e v v õ i m õn i s ar n an e
ür it us . .
K l ie n d i ra am at v õ i br oš ü ür on s am uti he a j a l ih tn e v õim a lus s aa d a k li e nt i de l t
ta g as is i d et j a vaj a dus e l s e ll e k au du k a t a g a s is id e t ed as ta d a.
Kr it e er ium 5: T õh u s ta d a a as t as t p la n eer im is - ja aru a n dl us pr o ts es s i ni n g
dok um en te .
Kr it e er ium 6: E tt e p an ek on l is ad a a as ta pl aa n i k onk ree ts et e t eg e vus t e j uu rd e k a
v as t ut aj ad .
Kr it e er ium 1 2: As u t us p eak s v älj a t öö tam a põ hj al ik um a t ö öt aj a t e ar e ng u v es t l us t e
s üs t e em i.
Kr it e er ium 1 3 MT Ü v õ ik s le i d a võ im a lus i , et s p e ts i a l is t i d s aa k s id r eg u la ars e lt
k oht ud a j a t öök s vaj a l i k k e k ogem us i j a te a d m is i v ah et a d a.
Kr it e er ium 1 4: Le i dk e r ohk em v õ im al us i h ea de t ö öt u lem us t e t un n u s tam is ek s .
Kr it e er ium 1 6: Ke n a v õ im al us k l i e nt i de õ ig us i j a k o hus tus i t ut v us t a da on k a
as u t us e t e ad et e ta h v l id v õ i s e i na d .
55
Kr it e er ium 21 : Hea v õim a lus h in n at a om a v a im s e, f üüs i l i s e ja f i n an ts i lis e
ärak as ut am is e e n n et a m is e s üs t eem i t õh us us t l äb i k li e nt i de r ah u lo l u - u ur i ng u .
Kr it e er ium 2 2: V ä lj a tö öt am is t v aj a v ad k o d uk ül as t us t e oh u tus n õu d ed
s pe ts ia l is ti d e le .
Kr it e er ium 30 : K l ie n ti d e r a hu l o lu - u ur i ng u k ok k uv õt te d võ ik s i d k aj as t ad a ka
i nd i v i du a a ls e i d s a a vu t us i.
Cri t er ia 4 1 : P er s o na l i t ea dm is e d, o s k us e d j a k om pet e nts i d v õ ik s i d o ll a k ir j as k a
am etij u he n d it es .
Kr it e er ium 4 5: As ut us v õ ik s le i d a r ohk em v õ im al us i (k ui e - m ai l i d j a j är e l v al v e)
rah as taj a ga s u h tl em is ek s .
Kr it e er ium 47 : O l u l in e o n te a v i ta d a om a teg e v us aas ta tu l em us t es t k a o l ul is i
par t ner e i d ja r a h as t aj a t. A as t a p la a n i s is u li n e r ap or t võ ik s o l la k ä tt es aa d a v
k odu l eh e l j a/ v õ i s a ad e tu d p ar t n er it e le e - m ai l i t ee l .
Kr it e er ium 4 9: 2 01 4 aas t a p l a an is (j a ed as p i d i) v õ ik s id o l la p are n d us pr oj ek t i d
k aj as ta t ud n .ö er a l d i v a ldk o nn a na . Ig a l e proj ek ti l e pe ak s i d o lem a s ea t ud
i nd ik aa t or id j a t u lem us ed m õõ de t ud .
Kr it e er ium 5 0: S e adk e k õik i d el e i n no v ats i oo n i proj ek ti d el e e es m ärg i d j a m õõtk e
ne n de t u l em us i ( n ä it ek s a as t a p la a nis ).
E pp S il l as t e
19 . 11 .2 0 13
T al li n n
56
EQUASS taotlusvormi lisa 2
MTÜ Ühiselt ametikohad:
1. Juhataja (täidab ka sotsiaaltöötaja ülesandeid)
2. Psühholoog
3. Füsioterapeut
4. Õde
5. Arst
6. Psühhiaater
7. Tegevusterapeut
8. Logopeed/Eripedagoog
EQUASS taotlusvormi lisa 3
MTÜ Ühiselt struktuur
MTÜ Ühiselt suuruse tõttu on organisatsioonis lineaarne struktuur.
Eraldiseisvaid üksusi kehtestatud ei ole.
Juhataja
Eripedagoog/logope
Psühholoog Füsioterapeut Õde Arst Psühhiaater Tegevusterapeut
ed
EQUASS taotlusvormi lisa 1
MTÜ Ühiselt osutab puuetega inimestele rehabilitatsiooniteenuseid, mille hulka
kuuluvad nii rehabilitatsiooniplaani koostamine kui erialaspetsialistide
(sotsiaaltöötaja, psühholoogi, logopeedi, eripedagoogi, füsioterapeudi,
tegevusterapeudi) teenused.
Teenuseid osutatakse individuaal, pere- ja grupitöö meetodil.
Kristi Reimets
Saatja: Keiu Talve
Saatmisaeg: 17. detsember 2013. a. 11:52
Adressaat: Kristi Reimets
Teema: FW: Audit report- MTÜ Ühiselt, EE2013-09
Manused: EQ-ASS_AUD_Audit Report-MTÜ Ühiselt.docx; equass_taotlusvorm_2013-1.xlsx;
Additional Information Form.doc; Asutuse külastuse ettevalmistuse vorm- Ühiselt
MTÜ.docx; EQUASS Lisa 1.docx; EQUASS Lisa 2.docx; EQUASS Lisa 3.docx
From: Keiu Talve
Sent: Friday, November 22, 2013 12:04 PM
To: Guus van Beek (
[email protected]); Marie Dubost (
[email protected])
Subject: Audit report- MTÜ Ühiselt, EE2013-09
Dear Guus,
Attached you’ll find an audit report of MTÜ Ühiselt, EE2013-09.
Please review the documents and let me know in case of any questions, comments!
Keiu
EQUASS Eesti
Astangu KRK
Tel: +372 5682 9104
www.equass.ee
www.astangu.ee
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