EQUASS ASSURANCE
ASUTUSE KÜLASTUSE
ETTEVALMISTAMISE VORM
Asutuse külastus: 4-5.12
MTÜ Lõuna- Eesti Erihooldusteenuste Keskus
Matti Lilleväli
© 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. M il l is t l is a v äär tus t et te v õ te , ü h is k on d lik u te g e vus s e j a k u id as ol l ak s e ra hu l s el l e
tu l em us e ga ?
2. Ku i das j äl g it ak s e te en us e p ak k um is e g a o t s es e l t te g e le v at pers o na l i ?
3. K as t ö ök es k k ond on t ur va l i ne j a m oti v e er i v? K u id as s e d a m õõ de tak s e j a
h in n at ak s e?
4. Ku i das t o im ub k l i en t id e i nf orm ee rim i ne t em a õ i gus t es t . K ui das h i n na t ak s e
i nf orm eer im is e m õj us u s t.
5. K es o n „ po t en ts ia a ln e“ t e en us e s a aj a j a m il l is e i d p ro gr am m e/te en us e id o n
j uur d e tu l n ud n e nd e h u v id es t / pr o b l eem i des t l äh tu v a lt ?
6. Ku i das on t e en us e s a aj a d r a hu l p ak ut ud t ee n us e g a?
7.
8.
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. Ku i d as l oo d i et t e v õt te m is s i o on ja
v is io o n. Ku i das t a ga t i, et ta on X X X
v as t a v us es k õi g i h u v ip oo l te s oo v i de g a ?
2. K u i h äs t i t o im ib t ag as is i d e s üs te em j a
X X X X X
m is on s el l es t l äh tu v a l t m uu tu n ud ?
3. M i ll is t l is a v ä är tus t e tt e v õt e,
üh is k o nd l ik u t eg e v us s e j a k ui d as o l l ak s e X X X X X
r ah u l s e l l e tu l em us e ga ?
4.
5.
P er so na l 1 K u i das to im ub pe rs on a l i i g a aas ta n e
h in d am in e j a m il lis e d on t u l em us e d, m id a
X X
on m uu de t ud / par e nd a tu d s e l l es t
l äh tu v a lt ?
2 K u i das j äl g it ak s e t e en us e p ak k um is e ga
X X
ots es el t t eg e le v a t pe r s on a l i ?
3 K as o n t o im unu d vi im as t e l a as t at e l
X X
tö ö õn n et us i? Mi d a o n m uude t ud .
4 K as t ö ök es k k ond on tur v a l in e ja
m oti ve er i v ? Ku i das s ed a m õõ de t ak s e j a X X X
h in n at ak s e?
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Õ igu se d 1. Ku i das t o im ub k li e n ti d e
X X X
i nf or m eer im in e tem a õ i gus tes t.
2. K u id as h in n at ak s e inf orm eer im is e
X
m õj us us t . ( Ku i d as on s aa d ud aru)
3.
4.
5.
E et i k a 1. K as t e ie et te v õ tt es on v ab at a ht l ik e?
K ui d as to im ub v a ba t a ht l ik e k oo l it am in e,
X
s e ll e re g is t re er im in e ja m il l is e d
õ ig us ed /k oh us t us ed n e il on ?
2. K u id as t a ga tak s e k onf id e nts i aa ls us j a
X X
is ik ua ndm et e k ai ts e ?
3.
4.
5.
Koo st öö suh t ed 1. K u id as t o im ub k oos t öös u he t e
h in d am in e, m il l is e d o n k rit eer i um id j a X X X X
tu l em us e d?
2. K as h in d am is k rit eer i um ei d o n X X
m uude t ud v i im as e l aj a l?
3.
4.
5.
O s al em in e 1. M i ll is e i d t e g e vus i on t e ht ud t e is t e X X X
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os a p oo l te m õt et e a lus e l?
2. M i ll is e id m õ õd et a v a id tu l em us i on X
s aa d ud ? (Ü l e v a lp o ol ol e v a k üs im us e
j ätk )
3.
4.
5.
Is ik uk e sk su s 1. K es on „ p ot e nts i aa l ne“ t ee n us e s a aj a X X X X X
ja m il lis e i d pr o gram m e/te en us e id on
j uur d e t u l nu d ne n de
hu v i d es t /pr o b le em id es t l äh tu v a lt ?
2. M i ll is e d on r eh a b il i t ats i oo n i e duk us e X X X
i nd ik aa t or id ?
3. K u id as on t e en us e s a aj a d ra h u l X X X
pak u tu d t ee n us e g a?
4.
5.
Lai ah a ar de li su s 1. M i ll is e d on pa k uta v a t ee n us e X
o lu l is em ad pr ots es s id ?
2. K u id as m õõ d et ak s e el uk v a li 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?
3. P a lu n pr es e n te er i da s is e a ud i ti t e X
l og i( p la a n + le i ud )
4.
5.
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T ulemu st el e 1. K u id as m õõ de tak s e te en us e s a aj a te X X X X
ori en t e e rit u s r ah u l o lu j a m il l is ed o n t u lem us e d ?
2. K u id as o l lak s e r ah u l om a h etk e X X
pos i ts io o ni l r ah u lo l u s k aal a l?
3. K u i p a lj u on te e n u s e s a aj a t e h u lg as X X X
„ ter v e ne n ud “ i n im es i ? Ehk , in im es e d,
k es on s a a vu ta n ud s e ll is e t as em e, k us
e i v aj a ta en am n ei d t e en us e id ?
4.
5.
Pi dev a r eng 1. P a lu n pr es e n te er i d a üh e või k ah e X
nä i te a bi l P DC A ts ük l i t o im iv us t
or g a n is a ts io o n is . Ku i das on t e ge v us ed
p la n eer i tu d , k uid as tä i de t ud , m il l is e d
j är e l d us e d on t eh t ud ja m i ll is e d
te g e vus e d on j är gn e n ud , k u i t u l em us e i
v as t a o ot us t e l e.
2.Palun presenteerida kaks X
arendusprojekti, mis on ülesehituslikult
„SMART“ lähenemisega.
3. P a lu n pr es en te er i da ük s nä i d e X
i nn o v at i i vs es t m õt l em is es t ja
k äit um is es t . K u id as tu l d i j us t s e l lis e
m õtte p e al e ?
4.
5.
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2. Nõutav dokumentat sioon
EQ U AS S As s ur anc e ta ot l us es s e m ärg i tu d i nf o le j a lis a de l e p õh i n ed es pa l um e
v aa t lus ek s e tt e v a lm is ta d a j är g n e v d ok um ent ats i oo n :
Kä si r a am at t ööt aj al e
Kli en di toi mi k
Ühi s ka ust _t ag as i sid e
Aa s t apl a an
Uudi s ki r i
Ühi s ka ust l ep ingu d
T öötaj a to im i k
Ühi s ka ust t een us ed
Ühi s ka ust üld koo so l ek
Kli en di koo so le kut e p rot o ko ll
Kont ro ll ak t id
Ühi s ka ust k oo st öö su ht ed
Jä r je ko r ra re gi st er
Ühi s ka ust s i se au dit
Ar e ng uk av a
3. Personali, teenuse saajate ja teiste oluliste huvi gruppide
intervjueerimine
EQ U AS S As s ur anc e t ao t lus es an tu d v as t us te l e j a t õ en d it e l e p õh i ne d es p a lum e
k orral d ad a i n ter vj u ud j är gm is te in im es t eg a (f unk ts io o n j a k es t v us ) :
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Juhtkond Kestvus
1. K va l it e e dij u ht 1, 5 h
2.T e ge vj u ht 1 h
3.
4.
5.
6.
Personal Kestvus
1. O ts e ne k l ie n di k on t ak t 1 h
1( Ö öp ä e var i n gs e t e t e e nus t e ük s us )
2.O ts en e k l i en d i k o nt a k t 1 h
2( R e ha b i l it ats i oo n i ük s us )
3. O ts e ne k l ie n di k on t ak t 1 h
3( Ko g uk on na t öö ük s us ) . Ük s v õ ik s o ll a
v ab a ta ht l ik , k u i k as u t a tak s e v a ba t ah t lik u
tö öj õ u du .
4.
5.
6.
Teenuse saajad Kestvus
1. K as u s a aj a s oo v i tus l ik u lt 2 1 h
( Ö ö pä e v ar in gs et e te e n us t e ük s us )
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2. K as u s a aj a s oo v i tus l ik u lt 2 1 h
( Re h ab i l it a ts i o on i ük s u s )
3. K as u s a aj a s oo v i tus l ik u lt 3 1 h
( K og uk on n at ö ö ük s us )
4.
5.
6.
Teised huvigrupid Kestvus
1. Ha nk ij a j a r ah as taj a 1, 5 h
2.
3.
4.
5.
6.
4. Asutuse kül astuse ajakava formaat
As ut us e k ül as tus pe ak s o l em a k orra l da t ud v as t a v al t j är gn e v at e le j uh is te l e:
a. As ut us e k ül as tus pe ak s o l em a k av a nd a tu d k ah e l e tö ö pä e v a le ( = 1 6 tu n d i)
b. Dok um en ta ts io o ni g a t ut v um in e p e ak s olem a p l an e er it ud es im es e 3 h s is s e
k ülas tus e es im es e l p ä e va l .
c . P äe v ak a vas pe ak s ol em a s ag ed as ed pa us i d (1 5 – 3 0 m inu t it) , et a u d ii t or
s aak s in d ik aa to r i t e tõ e nd e i d ü le va a d at a j a k orr as t ad a .
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d. In ter vj u ud j uh tk on n a, per s o na l i j a t e is te g a ( vä l is ed hu v i gr up i d/ par tn er i d)
pe ak s k es tm a m ax 30 - 5 0 m in ü h e in ter vj uu k oh t a . I n ter vj u u d t ee n us e
s aaj at e ga pe ak s id ol em a k orra l da t u d gr u p ii n ter vj u ud e na ( m ax 5- i n im es t
k orr ag a)
e. J uh i g a/ d ir ek tor ig a i n ter vj uu p e ak s ol em a p la n ee ri t ud as ut us e k ülas t us e
te is e le p ä e va l e ( s o o v it a va l t p ea l e lõ u na l) .
f. Lõ p l ik as ut us e k ül as t us e pr ogr am m peak s o lem a t ao t lej a j a au d i it or i va h e l
k ok k u le p it u d j a s a ad e tu d EQ U A S S k o ha l ik ul e es in d aj a l e .
Asutuse külastuse ajakava
kuup ä ev P äe v 1 - Ö öp äe v ar ing set e te en ust e ük su s
Ae g T egev us ( l üh ik e k irj e l dus )
8:4 5- 9: 00 Kogun e min e
9:0 0- 9: 10 Av a k oo sol e k
9:1 0- 1 2:0 0 T ut v umine do ku me nt ide ga
12: 0 0- 13: 0 0 Lõun a
13: 0 0- 15: 0 0 Koht u min e kv al ite ed i juhi ga
15: 0 0- 16: 0 0 Koht u min e ot se s e kl i end i kont a kti ga ( Ö ö p ä e var i n gs e t e
te e nus te ük s us j a R e h ab i l it a ts i o on i ük s us )
16: 0 0- 17: 0 0 Koht u min e k li ent id eg a ( Ö ö pä e v ar in gs et e t e en us te ük s us j a
Re h ab i l it ats i o on i ük s us )
kuup ä ev P äe v 2 - Kogu ko nn at öö ü k su s
Ae g T egev us ( l üh ik e k irj e l dus )
9:0 0- 1 0: 0 0 Koht u min e ot se s e kl i end i kont a kti ga ( Ko g uk on na t öö ük s us )
10: 0 0- 11: 0 0 Koht u min e k li ent id eg a ( K o guk o nn at ö ö ük s u s )
11: 0 0- 13: 0 0 Koht u min e r ah a sta j at eg a
13: 0 0- 14: 0 0 Lõun a
14: 0 0 –1 5: 00 Koht u min e t e gev juh i ga
15: 0 0- 15: 3 0 Kok kuv õt e t e ge min e
15 . 30- 1 6. 0 0 T änam in e ja kok kuv õ te.
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EQUASS ASSURANCE
AUDIT REPORT
Site visit: 4-5.12
MT Ü Lõuna - Eest i Erihooldusteenuste Keskus
Matti Lilleväli
© 2012 by European Quality for Social Services (EQUASS)
All rights reserved. No part of this document may be reproduced in any form or by any means, electronic, mechanical,
photocopying and recording or otherwise without the prior written permission of the EQUASS.
1. Information of the social service provider
Na me of th e so ci al
M T Ü Lõun a - Ee st i E r ihoo ldu st ee nus te K e sk us
se rv i c e p rov id er
Ad d re s s:
Võ ru v a ld, M eego mä e kü l a, V õr um a aa
Po st bo x: 65 5 26
P er so n re sp on sib le Ka ja So lom
(C EO ) :
Cont ac t p e rs on: Ka ja So lom
Pho ne: 78 6 84 7 6
Fa x:
E- m a il: eht k@ eht k. e e
W eb s ite: w w w .eht k. e e
Na me of Au dit o r: M at t i Li ll ev ä li
Dat e s of aud it : 4- 5 . 12
Cli en ts: Num ber of p ers on s er v ed : 2 46
As of ( d at e): 1 . 12 .2 0 1 3
St aff: Num ber of Fu l l t im e s t af f : 6 8
Num ber of P ar t t im e s t af f : -
Num ber of C on tr ac t e d s taf f : -
Num ber of vo l un t eers (if ap p l ic a b l e) -
S erv ic e s:
2
2. Audit program
4.12.2013
8.45 – 9.00 Meeting start -up (Ööpäevaringsete teenuste üksus )
9.00 – 12.00 Looking throw the Ööpäevaringsete teenuste üksus
documents
12.00 – 13.00 Lunch
13.00- 14.00 Meeting with quality manager
14.00 – 15.30 Meeting with clients
15.30 – 16.30 Meeting with personnel
5.12.2013
8.30 – 10.00 Meeting with funder (Location Kogukonnatöö üksus )
10.00 – 11.00 Meeting with clients (Locatio n Kogukonnatöö üksus )
11.00 – 12.00 Looking throw the Kogukonnatöö üksus documents
12.00 – 13.00 Lunch
14.00 – 14.30 Meeting with personnel (Location Kogukonnatöö üksus )
14.30 – 15.30 Meeting with MD
15.30 – 16.00 Wrapping up and feedback
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3. Detailed feedback on performance
1. The social ser vice provider def ines documents and implements its
vision and mission values on ser vice provision.
Rem ark f rom th e au d it or :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v id er has c l ear l y
doc um en te d i ts v is i on , m is s io n and
c orp or at e v al u es . T he y ar e c l e arl y
v is ib l e o n t h e i n ter n et pa g e a n d o n
wa l ls of the bu i l di ng . V a lu es we re
c om m unic a te d dif f er en t l y ( p ic to gr am s
an d t ex t ) d ep e nd i ng f or m c l ie nt
l oc a t io ns a n d i n te l l ig e nc e l e ve l t o gra n t
m ax im al u nd er s ta n di ng . Du r i n g t he
i nt er v ie ws was v al i d at ed t h at em p lo ye e s
an d c l ie n ts ar e a wa r e of t h e vis i o n,
m is s io n a nd c or p or at e v a l ues .
2. The social ser vice provider def ines, documents, and implements its
qualit y policy by determining long term qualit y goals, and its
commitment to cont inuous improvement.
Rem ark f rom th e au d it or :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
4
T he s oc i al s er v ic e pr o v i de r h as a
doc um en te d qu a l it y po l ic y wh ic h is
v is ib l e to e v er yo n e on i nt er ne t
hom ep a g e an d in q ua l i t y ha n db o ok .
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
a ll em pl o ye es ar e a w ar e of th e qu a l it y
po l ic y.
3. Persons ser ved, family members and ser vice user organisations are
able to give f eedback on their individual and collective experience of
programmes and ser vices.
Rem ark f rom th e au d it or :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
th e s t ak eh ol d er s have o pp or tu n it y t o
g i ve f e e db ac k on pr o gr am m es an d
s er v ic es at t h e m ee ti n gs a n d at th e
hom ep a g e. T he f e ed bac k s er ve d f rom
em pl o ye es , f un der s an d pe r s o ns is
reg is te re d i n d if f er e nt d a ta b as es l ik e
s at is f ac t io n s ur v e ys an d de v e lo pm en t
c on v ers at i o ns .
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 .
5
Rem ark f rom th e au d it or :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Ex t er n al s tak e ho l d er s ar e a war e of th e
pro gr am s an d s er v ic e s of f er e d. M e et i ng
pro t oc o ls a nd e - m ai l s wer e pr es e nt e d
as pr o of th at al l t h i s inf o r m ati o n h as
be e n pr es e n te d t o a l l in ter es te d p arts .
A ls o t his i nf or m at io n is v is i b le to
e ver yo n e on in t er n e t h om epa g e.
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he a nn u a l p l an n i ng pr oc es s a n d t he Im pro vem e nt pr o pos a l wo ul d b e t o m ak e
re v ie w pr oc es s ar e d oc um en t ed i n t he a l is t of a ll to p ic s wh at m us t b e g o in g
qu a l it y h an d bo ok . Als o a m ana g em ent thr o w e v er y t im e i n th i s wa y n ot h i ng wi l l
pro t oc o ls wer e pr es e n te d as a pr o of . be f or go tt e n. T h is im pro v em ent
pro p os al is a ls o v al i d f or th e d ai l y
m eeti n gs wh at ar e h e ld wi t h c l i e nts i n
e ver y m or n in g . If on t h is d a y s om et hi n g
is n o t v a l i d t he n t h e t op ic is s k ip p ed o n
th is d a y b ut a t l e as t i t is n ot f or go tt e n.
6
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A nn u a l p l a nn i n g pr o c es s has c yc lic In m an y c as es K PI - s wer e t wo
c har ac ter . O bj ec t i ves , K PI - s , ex p ec te d d im ens io n al (D o ne or no t d on e).
res u l ts an d r e v ie w of th e obj ec t i v es are Im pro vem e nt pr op os a l wo u l d be t o ha v e
i n p lac e. m ore m eas ur ab l e K P I - s s o t h at tr e nd
l in es c ou l d b e g e ne rat e d t o h e lp to
m ak e f ut ur e p la n n in g eas i er.
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i d er c o ll ec ts
f ee db ac k f r om s tak eh o l der s in the
s oc ie t y at the m ee t in gs . M e et i ng
pro t oc o ls wer e pr es e n te d as a pr o of .
7
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v id er is v is ib l e i n
c om m uni t y b as ed ac t i v it i es . T h e s oc i a l
s er v ic e pr o v id er s pr e ads i ts k no wh o w
an d wa y of wor k in g wi de l y in th e s oc i e t y
us in g al l p os s ib l e wa ys lik e i nt er ne t,
i nf orm at io n d a ys an d r o u nd ta b l es wi t h
f un ders an d em p lo ye r s to h e lp c l i en ts t o
ge t wo rk (s u pp or te d w or k ) .
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
8
Pr oc e d ur e was in p l ac e . Dur i n g the
au d it l i nk was f o u nd b et we e n th e
s ta n dar d ( j o b des c r i p ti o n) – th e n ee ds
(ap pr a is a l i nt er v ie w) an d t h e p ers on a l
de v e l opm en t ( t r a i n in g p l a n) wh ic h
f ol l o wed t he d es c r i b e d pr oc ed ur e . T h e
nam e of th e doc um e nt is “ K äs ir aam at
tö öt aj at e le ” and it was un d er
“P ers o n a l ip o l ii t ik a“
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he c om pet e nc e r eq u i r em ents f or s t af f
(i nc l u d in g vo l un t eer s ) has be e n
i de nt if ie d, s pec if i e d, d oc um en t ed an d
e va l u at ed on a n a n nu a l b as is . D ur in g
th e i nt er v i e ws was v a l i da t ed t h at s t af f is
f am ili ar wi th t h e r e qu ir em ents f or
c om pet e nc e . . T h e n a m e of t he
doc um en t is “ Käs ir aa m at t öö taj at e l e”
T he r e war d in g pr oc ed ur e nam e is
“P ers o n a l ip o l ii t ik a “
11. The social ser vice trains all staff based on a plan f or leaning and
development and evaluates the eff ectiveness of the training.
9
Rem ark f rom th e au d it or :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A pr oc ed ur e was in p l ac e . T h e s taf f All ed uc at i on is do c um ent e d bu t on
qu a l if ic at i on an d s t af f dev e l opm en t is d if f ere nt p a ges an d d oc um ents .
doc um en te d an d e va l ua te d on a nn u al Im pro vem e nt pr op os a l wo u l d be t o ha v e
bas is . The m et ho d to do t h is is work er s p ec if ic ed uc a t io n and
de v e l opm en t c on v er s a t io n . T he qu a l if ic at i on d oc um e nt s in o ne p lac e . I n
perf orm anc e of s t af f m em ber s , wh o a re th is wa y wh e n it is n ee d e d to see
d irec t l y i n v o l ve d in th e pr o v is i on of s pec if ic work er e d u c at i ons an d p l an
s er v ic es to the p e r s ons s er v ed is pos s i b le n e w e d uc a t io ns t h en i t is m ore
re v ie we d p er i od ic a ll y. ( M o nt h l y m ee ti n g v is ib l e. In th is wa y a l s o l es s pa p er work
pro t oc o ls we r e pr es e n te d as pr o of ). A l l is g en er at e d.
ed uc at i on is r e g is t er e d an d s i gn at ur es
are c ol l ec te d as pr o of .
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
10
T he s oc ia l s e r vic e p r o v id er e v a l ua tes
th e work i ng c on d it i o ns of s t af f . T he
s oc ia l s er v ic e pr o vi d er h as po l ic y f or
s ho wi n g r ec og n it i o n to s t af f an d to
v o lu nt e ers ( wr i tt e n in “ K äs ir aam at
tö öt aj at e le” ) . T he s oc i a l s er v ic e
pro v i d er e v a l ua tes t h e c om pe t enc e of
th e per s o nn e l an n ua l l y thr o w
de v e l opm en t c o n v er s at i on . L o gs ar e
k eep ed in “ T ö öt aj a t o i m ik ”
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e pr o v id er h as po l ic y,
doc um en ts a n d pr oc e dur es in p l ac e to
c o ll ec t f ee d bac k f r om s taf f . Doc um en t
nam e is “ K äs ir aam at tö ö taj at e l e” O n e
par t of th is d oc um en t is d e ve l o pm ent
c on v ers at i o ns wher e f eed b ac k an d
i de as are as k e d f r om s taf f . L oc at i o n f or
th is is Ü his k a us t _t a g as is i d e .
14. The social ser vice provider has mechanisms in place to enhance
satisf action and mot ivat ion of staff
11
Rem ark f rom th e au d it or :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i d er c o ll ec ts Im pro vem e nt pr op os a l wo u l d be t o ha v e
s ys tem at ic al l y f ee d ba c k f r om per s o n ne l m eas ur ab l e K P I i n p l a c e to im pro v e th e
an d if pos s i b le , i m plem en ts th es e. ef f ec t i ve n es s a n d pr es e n ta t io n of t h e
Me t ho ds f or c ol l ec ti o n s of t h e f e e db ac k im pl em ent e d id e as . T his wo u ld
are de v e l opm en t c o n v er s a t io n a n d te am ho p ef u l l y gr an t t ha t m ore im pro v em ent
m eeti n gs . i de as ar e g en er at e d a nd im pl em ent e d.
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
12
T he s oc ia l s er v ic e pr o v i der has
im pl em ent e d c har te r of r i g hts f or th e
pers o ns s er v e d . T h e c h ar t er of r i gh ts
c onf orm to th e i nt er n a ti o n al hum an
ri gh ts c o n v en t io ns . T he r i gh ts of t he
pers o ns s er v e d ar e a l s o o n t he wa l l of
th e b u i ld i n g ( p ic to gr am s and tex t) t o
gra n t t h at a l l c li e nts ar e a wa r e of t he ir
ri gh ts . D ur in g t he in ter v i e w s wi th t he
pers o n ne l was a ls o v a li d at e d t ha t al l
pers o n ne l is f am i li ar wi t h t he c h art er of
ri gh ts . A ls o d ur in g t he f ir s t ed uc at i on
th e s oc ia l s er v ic e pr o v id er i nf or m s al l
s taf f a n d vo l u nt e er s of t he r ig hts a n d
du t ies of t he per s o ns s er ve d .
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
th e s oc i al s er v ic e pr o v i d er i nf orm s
pers o ns s er v e d ab o ut the ir r i gh ts a nd
du t ies . T h e r e pr es e n ta t i ve of pe rs o ns
s er ve d s ig ns t h e d o c um ent ab o ut th e
ri gh ts a nd du t ie s . Al l c li e nt d oc um ents
wer e a t th e f ol d er “ K l i en d i t oim ik ”
13
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f i c a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s e r vic e pr o v i der h as in p l ac e S o f ar e ver y c om pl a in t was a p pro ac h ed
c om pl a in t m an ag em ent s ys t em wh ic h i nd i v i du a l l y and no da ta b as e was
as s ur es a p pr o pr i at e a nd obj ec t i v e pres e nt e d wh er e we c o ul d see the
i n ves t ig at i o n. As p r o o f wer e pr es e nt e d c o ll ec te d d at a a nd an a l ys e.
“ K äs ira am at t öö taj a le ” a nd it was u nd er
“ Er ak orra l is te s ü n dm us te k äs i t lem is e j a Im pro vem e nt pr o pos a l wou l d b e t o s um
up t h e d a ta s o t ha t q u an t it at i v e d at a wi l l
reg is tr eer im is e k or d” a nd “ Kl i e nt i de
be r ec ei v e d. It m ak es m uc h eas i er t o
k aeb us t e re g is tr e er im is e j a l ah e n dam is e
k ord” Als o d if f er e nt l o gs wer e pr es e nt e d p la n b i gg er ac t io ns wi t h b ig g er im pac t.
ab o ut d if f er en t pr o bl em s and h a nd l i ng
wa ys .
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
14
T he s oc i a l s er v ic e pr o v i der r es p ec ts th e
f un dam en t al r i gh t t o s e lf - de t er m in at i on
of t he p er s on s er v ed as m uc h as
pos s i b le . For t h is p er s on a l p l ans ar e i n
us e . Als o c l ie n ts s ta te d dur i n g t he
i nt er v ie w t h at t he y ar e f r e e t o te l l wh a t
th e y wa n t a nd if po s s i bl e t he n it is
gra n te d.
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der inf orm s
rep res e nt at i v e of per s ons s er v ed h o w to
ac c es s ad v oc at es if ne ed e d a nd / or
s up p ort i n g p er s o ns . It was a ls o
v a li d at e d du r i n g th e i n ter v i e w.
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
15
T he s oc i al s er v ic e pr o v i der has a p o l ic y
on e th ic s r ef l ec t i n g th e d i g n it y of
pers o ns s er ve d a nd pr ot ec t i n g t h em
f rom und u e r is k . T he doc um en t f or t his
is “ S o ts i a a la l a tö ö taj a ee t ik ak ood ek s .”
21 . T he s oc ia l s e r vic e pr o v id er op er at es m ec han is m s wh ic h pr e ve n t th e
ph ys ic a l, m ent a l a nd f i na nc i al ab us e of u s ers .
Rem ark f rom th e au d it or :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e pr o v i de r h as a
doc um en te d po l ic y a nd pr oc ed ur es t o
pre v e nt ph ys ic a l, m e nt a l a n d f in a nc ia l
ab us e of p er s o n s e r v ed . Pr oc e dur e s
“Er ak orra l is te s ü n dm us te k äs i t lem is e j a
reg is tr eer im is e k or d” a nd “ Kl i e nt i de
k aeb us t e re g is tr e er im is e j a l ah e n dam is e
k ord” a ls o c on c er n in g l o gs were
pres e nt e d as wor k i ng m eth o d. A ls o
dur i n g t he i nt er v i e w was v a li d at e d t ha t
proc e d ure wor k s .
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 .
16
Rem ark f rom th e au d it or :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
doc um en te d h ea l th a nd s af e t y p la n f o r
eac h of its s er v ic e l oc a t io ns . T h is is
par t of t he r is k m an a gem e nt . R is k
as s es s m e nts ar e d o ne a n nu a l l y. Als o
s up p ort i n g d oc um e nts l ik e “ T ööo h ut us e
j a tö öt er v is ho i u j u he n d“ we r e pr es e nt .
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v id er h as def in e d
s et of pr i nc ip l es , v a l u es a n d pr oc e dur es
(S ots i aa l a la t ö öt aj a e et ik ak oo dek s )
Dur i n g t he i n ter v i e w wi t h s t af f was
v a li d at e d t h at s t af f is a war e of t he s e t
of pr i nc i pl es .
17
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v id er h as def in e d
po l ic y an d pr oc e dur e ab o ut th e ha n dl i n g
of c onf id e nt i a li t y d at a. It was in
proc e d ure : “ T ö öt aj a k äs ir aam at ” an d
un d er “ D e lik a ats et e is ik ua n dm ete
k äs it l em is e k or d ” D u r i ng th e in t er vi e w
was va l i da t ed that the s er v i ng
pers o n ne l , p er s ons s er ve d an d the
rep res e nt at i v e of t he per s o n ar e a war e
of t he proc e du r e . T h i s i nf or m at i on is a
par t of th e c on tr a c t b et we e n t h e c l i e nt
an d s oc i a l s er v ic e pr o v i der .
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
18
T he s oc ia l s er v ic e pr o v id er h as def in e d
th e ro l es a nd r e s po ns i bi l i ti es of
m anag em en t a nd f unc t io ns d ir ec t l y
i n vo l v ed wi th s er v ic e s de l i ver y t o t he
pers o ns s er v ed . T h is i nf o is a ls o on t h e
i nt ern e t p ag e a nd v is i b le t o e v er yo n 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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
th e s oc i a l s er v ic e pr o v i der pa r t ners h i ps
wi t h f un d in g a g e nc i es a nd s oc ia l
par t ners . T he s oc i a l s er v ic e pr o v id er
e va l u at es t he ad d e d v a l ue of its
par t ners h i ps on r eg u la r b as is .
Ma n ag em en t l o gs wer e pr es e n te d as
pro of .
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
19
T he s oc ia l s e r vic e pr o v i d er i n v ol v es
re le v a nt ex t er na l s tak e ho l de r s and
pers o ns s er ve d i n as s es s m ent of n e eds
an d de v e l opm en t of pr o gr am m es . O n e
s am pl e is th a t 2 pr ot ec t e d wor k pl ac es
wer e a lr e ad y c r e at ed f or th e c l i en ts in
th e s oc i al s er v ic e pr o v i der loc a ti o n a nd
on e wo rk pl ac e is u n d er pl a n. S o i n t h is
wa y s oc i a l s er v ic e p r o v id er u t i li ze s al l
pos s i b le op p or t u ni t ies .
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v id er has p o l ic y
an d pr oc ed ur e f or ac t i v e i n vo l v em en t of
pers o n s er v e d in pl a nn i n g and
e va l u at i on . P la ns have an i n di v i d ua l
ap pr o ac h a n d ar e c ar r i ed o u t b y a c ros s
f unc t i o na l t e am wher e p er s on s er v ed
an d /or re pr es en ta t i ve ar e inc l u de d as a
par t of t he te am . 3 p l an es wer e l o ok ed
thr o w t o va l i da t e pr oc ed ur e.
20
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e p r o v id er f ac i l it at es S o f ar i n m an y c as es on l y e v a lu a ti o n is
th e p ar tic i p at i on of th e p er s ons s er v ed do n e. No d at a bas e was pr es e nt e d
bas e d o n t h e ir as s es s ed n e ed s . A l l t he wh er e it wa s v is ib l e t he c o l l ec t e d d a ta
m eas ur es , ac t i v it i es an d p o l ic y f or an d a n al ys e .
par t ic ip a ti o n has be e n ag r e e d wi t h t h e
Im pro vem e nt pr o pos a l wou l d b e t o s um
pers o ns s er v ed or r epr es e nt at i v es of
pers o ns s er v e d. The s oc i a l s er v ic e up t h e d a ta s o t ha t q u an t it at i v e d at a wi l l
be r ec ei v e d. It m ak es m uc h eas i er t o
pro v i d er e v a lu at es ac ti v i t ies a n d p o lic y
p la n b i gg er ac t io ns wi t h b ig g er im pac t.
f or par t ic i p at i o n of p er s o ns s er v e d or
rep res e nt at i v es of per s ons s er v e d o n an
an n ua l b as is . I n a n nu a l m an ag em en t
re v ie w was v is i b le t h at l as t t im e whe n
org a n is a t io n c on d uc t “ Re pr es e n ta t i v e
Da y” t h en t he y m e a s ur e d h o w m an y
pers o ns c am e. T ar g et was 7 5%
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
21
T he s oc ia l s e r v ic e pr o v id er
s ys tem at ic al l y f ac il i ta t es the
em po werm en t of th e per s ons s er v ed .
“Cl i e nt d oc um ents ” wer e pr es e nt e d as
pro of . A ls o s oc i a l s er v ic e pr o v id er
c o ll ec ts “ Suc c es s s t or i es ” of c l i en ts an d
em pl o ys . D ur in g t he i nt er v ie w wi t h th e
c l ie n t was a ls o v er if i ed th a t t he y ar e
s at is f i e d wi t h t h e m eth o ds wh at s oc i al
s er v ic e p ro v i de r is us i ng s o f ar .
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
i de nt if ie d m eas ur es f or c r ea t in g an
em po wer i ng e n v ir on m ent . For t h is
s oc ia l s er v ic e pr o v id e r tr a in s al l s t af f to
f ac i l it at e t h e em po we r m ent of p ers ons
s er ve d . As pr oof e d uc a t io n p l an was
pres e nt e d. A ls o dur i ng t he i n ter v i e w
was v er if i e d t h at s taf f is s a t is f i ed wi t h
th e e duc a ti o n s o f ar . T he y a l l k no w
wh at m ea ns em po wer m ent and wh a t
th e ir p art t h er e is .
22
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
i de nt if ie d the ne e ds of c ur r en t an d
po t en t ia l per s o ns s er ve d . They
c ons t an t l y im pr o v i ng th e i nf r as t r uc tu re
to s u pp ort e v e n m or e c li e nts as ne e d
f or t he s er v ic e is h i gh . 2 ye a r s a g o
qu e ue was m or e th a n 1 00 c l ie nts . N o w
th er e is 6 6 c l ie n ts i n wa i ti n g f o r f re e
pos i t io n.
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
23
A l l pr og ram s ar e ba s ed on p ers o n a l As im pro v em ent pr op os a l wo u l d b e t h at
p la n a n d m eet t he ne eds of th e c l i en t . th e s oc i al s er v ic e pro v i der s ho u ld
A ls o d ur i ng t he i n ter v i e w was va l i da t ed e va l u at e t h e s uc c es s rat es of ex is t i n g
th at t he s t ak eh o ld er s ar e s a t is f i ed wi th pro gr am m es in r e ac h i ng th e ir o bj ec t i v es
th e r es u l t an d s ee c l e ar l y t h e b e nef it of an d i n m eet i n g th e n e eds of th e pe rs o ns
th is s er v ic e . s er ve d . W hen e v en in s om e ar eas
m eas ur ab l e q ua n ti t at i v e d at a is pr es en t
th e n it m ak es m uc h e as i er to pl a n
b ig g er ac t i o ns wi t h b ig ger im pac t .
34 . T he s oc i a l s er v ic e pr o v i der o per at es in d i v i du a l pr oc es s es t h at are dr i ve n
b y th e n e eds of t he p e r s on s er ve d .
Rem ark f rom th e au d it or :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r vic e pr o v i der de l i v er
s er v ic es b as e d o n t he n e eds of t he
pers o ns s er v ed . T h e In d i v id u al P la n is
re v is e d bas e d o n th e f ee db ac k of th e
pers o n s er v e d or by pers o n
rep res e nt at i v e. A ls o d ur i n g the
i nt er v ie ws w a s v a li d a te d t ha t a l l p la ns
ha v e a n i nd i v i du a l a ppr o ac h an d ar e
c arr ie d o ut b y a c r os s f unc ti o na l t eam
wh er e c l i e nt or c li e nt r epr es e nt at i v e is
i nc l u de d as a par t of t he t e am .
35 . T h e s oc i al s e r vic e pr o v id er d oc um ents t he p l a nn i n g of s er v ic e s b as e d o n
th e id e nt if ic a ti o n of in d i vi d ua l n ee ds an d ex pec t at i ons of p ers ons s er ve d i n
an I n d i vi d ua l P la n.
24
Rem ark f rom th e au d it or :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v id er r ec or d s t he E v en all the doc u m ents and key
i de nt if ie d ne e ds a n d e x pec t at i ons of t he e lem en ts were p res en t t he n it was
pers o n s er v ed in a n I nd i v i du a l P l an . rea l l y h ar d t o e v a lu at e th e s uc c es s r at e .
T he i n d i vi d u al p l an s c on ta i n t ar g ets , Re as on f or th is was t ha t i nf o was o n
work i n g m etho ds and a ls o r es u l ts . m an y pa g es and wri tt e n d o wn no
Dur i n g t he i n ter v i e ws was v a l id a te d t h at num be rs wer e pr es en t. Im pro v em en t
eac h I n di v i d ua l P la n is s i gn e d b y t h e pro p os al wo u l d be to s um up t h e d a ta
pers o n s er v e d or h is / h er so th a t qu a nt i ta t i v e d at a wi l l be
rep res e nt at i v es . A nn ua l l y m eet i n g is rec e i v e d. It m ak es m uc h e as ie r t o p la n
he l d wh er e ar e pr es e nt c l i en t, s er v ic e b ig g er ac t i o ns wi t h b ig ger im pac t .
pro v i d er a nd / or c l i e nt r epr es en t at i v e.
T here t h e y e v a lu a te th e s uc c es s es s o
f ar a nd p la n nex t year ac ti v i t ies an d
tar g ets .
36 . T he s oc i al s er v ic e pr o v i d er i d e nt if i es , d oc um en ts , a nd m a in t ai ns t he k e y
s er v ic e d e l i ver y pr oc es s es t o th e p ers o ns s er v ed in l i n e wi th its vis i o n,
m is s io n s ta t em ent a n d q u al i t y p ol ic y.
Rem ark f rom th e au d it or :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
25
T he s oc ia l s er v ic e pr o v i der has A l l n ec es s a r y d oc um ents we re d et ec t e d
i de nt if ie d a n d d oc um e nt t h e k e y s er v ic e bu t i t was h ard t o f i nd t h em wi t ho ut
de l i v er y pr oc es s es . A l l p r oc e dur es ar e l oc a l s u p por t.
wri tt e n i n th e “ T öö t aj a k äs ir aam at”
Im pro vem e nt pr op os a l wo ul d be to
im pl em ent re g is ter c o des to a ll
doc um en ts (i . e. Pro c ed ur e P1 .. P 2. .;
f orm ulas V1 , V 2 .. , i n s truc t io ns I 1, I2 .. .)
an d m ak e a d oc um en ta t io n r eg is ter . I t
wi l l c lar if y t he s ys tem f or ot hers a nd it
wi l l f ac i li t at e to f i nd c orr es p o n d e nt
doc um en ts i n a n eas i e r wa y.
37 . T h e s oc i a l s er v ic e pr o v id er r e vi e ws th is d e l i ver y p roc es s a n d m ain t ai ns
c on tr ol o ver t h e d el i v e r y of th e s er v ic e.
Rem ark f rom th e au d it or :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v i der m o ni t ors t h e
perf orm anc e of t he k e y s er v ic e d el i v er y
proc es s es on r eg u l a r b as is . I nt er na l
au d it pr oc ed ur e an d c o ntr o l l is t wa s
pres e nt .
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr o v i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
26
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r vic e p r o v id er e v a l ua tes
proc es s es of s er v ic e d el i v er y
per i o d ic a l l y t o e ns ur e th at a c o nt i nu um
of s er v ic es is a v a i la b l e a nd ac c es s i b l e
to m eet t h e ne e ds a nd in t er es t of t h e
pers o ns s er v ed . As pr oof ar e pr es e nt e d
“S up p ort i n g p er s on ne l s er v ic e ”
pro gr am .
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
E v al u at i o n on c o nt i nu i n g s er v ic e
de l i v er y is c ar r i ed o ut o n a n an n ua l
bas is . T he s oc i a l s er v ic e pr o v i d er
op er at es s er v ic es c h ar ac t er is e d b y a
m ult id is c i p li n ar y a p pr o ac h to th e
pers o ns s er v ed in t h e ir I nd i v i du a l P l an .
A l l p la ns h a v e a n i n d i vi d ua l ap pr oac h
an d ar e c ar r i ed o ut by a c ros s
f unc t i o na l t eam wher e p er s o n s er v e d or
rep res e nt at i v e of t he per s o n is i nc lu d ed
as a p ar t of th e t eam . As pr oof
i nd i v i du a l p l ans wer e pr es e nt e d.
27
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 w it 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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v i der e ns ur es t ha t
qu a l it y of lif e is s p ec i f ic to a n d d ef i ne d
b y eac h pe r s o n a nd f am il y r ec e i v i n g
s er v ic es . T h e ef f ec ti v en es s of q u a li t y of
l if e pr o gr am m e is ev a l ua te d . A ls o
dur i n g th e i n ter v i e w was v er if i e d t h at in
m an y c as es c li e nt s det er m i ne by
th em s el v es f ut ur e ta r ge ts wha t t he y
wa nt t o ac h ie v e .
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
28
T he s oc i al s er v ic e pr o v i d er s p ec if i es
an d e v al u at es th e c om pet e nc ies a nd
s k il ls f or s taf f to en h a nc e qu a l it y of l if e
of pers o ns s er ve d . As pr o of wer e
pres e nt l o gs of de v el o pm ent
c on v ers at i o ns . A ls o l i nk be t wee n
de v e l opm en t c on v er s a t io n a nd
ed uc at i on pl a n wa s v is i bl e .
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he o rg a nis a ti o n s ho w s c om pl i anc e wi t h Im pro vem e nt pr o po s a l wo ul d b e t h at t h e
na t io n a l l eg is l at i on . T he y m eas ure an d s oc ia l s er v ic e pro v i d e r s h ou l d e v a lu at e
rep or t t he ir p er f o r m anc e a g a ins t th e s uc c es s ra tes of t he p l an n ed
bus i n es s obj ec t i v es a nn u a ll y. T h ir d par t obj ec t i v es in r e ac h i ng t h ei r t ar g ets .
au d it is p er f or m ed b y S K A. Q u an t it at i v e d at a m ak es m uc h e as i er to
p la n b i gg er ac t io ns wi t h b ig g er im pac t.
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
29
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e p r o v id er c om par es S o f ar on l y e v a lu a ti o n is d on e .
th e o utc om es of t he I n d i vi d ua l P la n wi t h
th e ac h ie v e d ou tc om e of t h e pr o v i d ed Im pro vem e nt pro p os a l wo u ld b e t o p ut
s om e qu a nt it a ti v e m ea s ura b l e t arg e ts i n
s er v ic es . T he y e v a l u at e t he ac h i e v ed
th e p l an . It wou l d m ak e ev a lu a t io n
res u l ts of the o bj ec t i v es of e ac h
In d i v id u al P l a n. As pr o of t wo proc es s eas i er an d t h e e v a lu a t io n of t h e
ef f ec t i ve n es s m uc h be tt er.
c ons ec ut i v e i n d i vi d ua l p la n wer e
pres e nt e d wh er e was v is i b l e
de v e l opm en t of th e c l i en t.
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r vic e p r o v id er e v a l ua tes
th e s at is f ac ti o n of pur c h as er s and
f un di n g bo d i es . T h e f ee d bac k is as k ed
an d r ec e i v e d. As p r oof m an ag em en t
re v ie w was pr es e n te d . Als o d ur i n g t h e
i nt er v ie w wit h t h e f un der s was v er if i ed
th at t h e y ar e s at is f i e d wi t h th e r es u lts .
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.
30
Rem ark f rom th e au d it or :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v i der m eas ur e t h e
s at is f ac t io n of t he p er s ons s er v e d. A n d
rep or t t he s at is f ac t io n r a t in gs of t he
pers o ns s er v e d to th e r el e v an t
s tak e ho l de r s . As pr oof em a ils a nd
m anag em en t review was pr es e nt e d.
A ls o d ur i ng t he i nt er v ie w wi th t he
pers o ns s e r ve d an d wi t h f un d er s was
v er if i ed t h at t h e y k no w th e r es ul ts of t he
s ur ve y.
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he re p ort on r ec or ds an d o u tc om es is
c om m unic a te d to s tak e ho l de r s . In
c om m unic a ti o n wit h c l ie n ts . W ith the
rep res e nt at i v e of c l ie nts m ee t in gs are
he l d.
31
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v id er r e p orts i ts
per f orm anc e to pur c has er s , f u nd i ng
bo d i es a nd s t af f . T he r ep or t i ng is d on e
on m on th l y a n d a nn u a l b as es . It is d on e
on d if f er en t m ee ti n gs a nd o n i nt er ne t
hom e p ag e .
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Ma n ua l ”K äs ir aam at t öö t aj a te l e” was i n
p lac e a nd pr es en t ed . A P DC A c yc l e h as
be e n id e nt if i e d. T h e r es u l ts of qu a l it y
im pro v em ent pr oj ec ts ar e doc um en te d
i n th e pr oj ec t d oc um e nts .
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 .
32
Rem ark f rom th e au d it or :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has In m an y c as es K PI - s wer e t wo
es t a bl is h ed per f o r m anc e in d ic at ors f or d im ens io n al (D o ne or no t d on e).
m eas ur in g t h e r es u lt s of im pr o v em ent Im pro vem e nt pr op os a l wo u l d be t o ha v e
proj ec ts . L ogs of t he a c t i ons and m ore m eas ur ab l e K P I - s s o t h at tr e nd
pro t oc o ls wer e pr es e n te d as pr o of . l in es c ou l d b e ge n er at e d wha t m ak es
f utur e p l a nn i n g e as i er . A ls o i t wo u l d b e
go o d to ha v e s om e s ys tem at ic a p pro ac h
to th e r e vi e ws ( lik e NB l is t ). A ls o i t
wo u ld be g o od to ha v e m ee ti n g on
agr e e d t im e (l ik e m on t hl y or we ek l y
m eeti n gs ). T o h a ve t h is k in d of s ys tem
i n p l ac e wi l l d ri v e i m prov em en t m uc h
f as ter
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 :
Th e s erv ic es of t he s o c i al s er v ic e pr ov i ders me e t th is c r it er ia of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m
Str e n gt hs Im pro vem e nt & de v e lo pm ents
33
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
th e s oc i a l s er v ic e pr o v i der is a war e of
th e n e eds of s tak eh o l der s . T he s oc i a l
s er v ic e pr o v id er s ta r te d “ S up p ort i ng
pers o n el” pr o gr am bec a us e of the
ra is e d ne e ds . They c r ea t ed pr oj ec t,
ap p l ie d f or t he m o ne y a n d es t a b lis h ed
s ys tem to s u pp or t th e c li e nts in ne ar b y
l oc a t io n who c an ` t c om e to t he s oc ia l
s er v ic e pr o v i d er b ec aus e of t he l on g
wa i ti n g l in e or t h e y d o no t j et a p p l y f or
th e s er v ic e.
34
4. Agreed additional development / improvements
Sho rt d es c ri ptio n of the a cti on s
( in clud ing SM ART ob je ctiv es )
1 Fut u re s im pr ov e r eh abi lit at ion s e rv i ce . T ime pl an r e ad y
1. 0 8. P l ann ed en d No v .2 01 5
2 In 2 4 /7 sp e ci al c ar e se rv i c e a r e a i s c on st ru cte d r oom f o r
lau nd r y w a shi ng ( 1. 0 6. 2 01 4) and i s g r ate d one p ro te ct ed
w orkp la c e – S ept .2 0 1 4
35
5. Closing remarks
“ MT Ü Lõ u na - E es t i Er i h oo l dus t ee n us t e K es k us ” wi th i ts 2 46 work ers a n d 6 8
c l ie n ts h as pu t m uc h ef f or t in t o i n tro d uc in g a n d im pl em ent i ng EQ U AS S s ys t em .
Dur i n g t h e au d it m an y go o d ap pr oac h es wer e v is i bl e b ut a ls o s om e ar e as of
im pro v em ent .
T he t o ta l im pr es s i o n was ver y p os it i v e, t h e s oc ia l s er v ic e pro v i der s t af f a l wa ys
f ou nd t im e to i nt er ac t wit h pa r e nts of t h e ir c are t ak er s . I n c o n vers a ti o ns wi th
s e ver a l p ar en ts th e y a ls o c onf er r e d t ha t.
Dur i n g th e a ud i t was dis c us s e d var i o us p os s ib i l it i es t o im pro v e th e q u a li t y of
ex is t i ng d oc um en t at i on a nd d es ig n: how m ak e them m ore c om pre he ns i ve ,
un d ers t a nd a b le an d e as ier t o us e . T he s o c i al s er v ic e pro v i d er m anag em en t a nd
s taf f wer e g e nu i n el y i nt er es t ed i n f urt h er s ys tem at ic im pro vem e nt s in ac t i v it i es a n d
proc es s es .
T he c r it er i a f or d e v e l opm en t a nd im pro v e m ent f rom t he a u d it o r’s p o in t of v ie 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 5 : A ud i tor s u g ges ts th at it is g o od t o m ak e a l is t of a l l t o p ic s wh a t m us t be
go i n g t hr o w e v er y ti m e in t his wa y no t hi ng wi l l be f org ot t en . T his im pro v em ent
pro p os al is a ls o va l i d f or th e d a il y m ee t in g s wh at are h el d wi th c l ie n ts i n e v er y
m orni ng . If on t his d a y s om eth i n g is n ot v a l i d t he n th e to p ic is s k i pp e d o n th is d a y
bu t a t l eas t i t is n ot f o r go tt e n.
Cri t er ia 6 , 1 1, 4 9: I n m an y c as es K P I - s we r e t wo d im ens io n a l ( Do ne o r no t d on e) .
Im pro vem e nt pr o p os a l wo u ld b e t o h a v e m ore m eas ur a b le K P I - s s o t ha t tr e nd l i nes
c ou l d b e g en er at e d to he l p t o m ak e f ut ur e p l an n i ng e as i er.
Cri t er ia 1 1: A l l e d uc a ti o n is d oc um ent e d b ut o n d if f ere n t p a ges an d doc um en ts .
Im pro vem e nt pr o pos a l wou l d b e to h a v e wor k er s p ec if ic e duc at i o n an d q u al if ic a t io n
doc um en ts i n o n e p l ac e . I n t his wa y wh e n i t is ne e de d t o s e e s p ec if ic work er
ed uc at i ons a nd p la n p os s ib l e n e w e duc at i o n s th en it is m ore v is ib l e. I n t h is wa y
a ls o les s p a pe r wor k is g e ner at e d.
Cri t er ia 1 7 , 2 9, 3 3, 35 , 42 , 4 3: Im pr o vem en t pro pos a l wou l d b e t o s um up th e d at a
s o th at q u an t it at i v e d at a wi l l b e r ec e i ve d . It m ak es m uc h e as ier t o pl a n b ig g er
ac t i ons wi th bi g ge r im pac t.
Cri t er ia 36 : Im pr o v em en t pr o p os a l wo u ld b e t o im p lem en t r eg is t er c o d es t o a l l
doc um en ts ( i .e . Pr oc ed ur e P 1 .. P 2. .; f orm u l as V 1, V 2 . ., ins tr uc t i ons I1 ,I 2. ..) a nd
36
m ak e a d oc um ent at i o n r e gis t er . It wi l l c l a rif y t h e s ys tem f or o th ers a nd it wi l l
f ac i l it at e t o f in d c or r es po n de n t doc um en ts i n an eas i er wa y.
It was go o d to s e e th at or g a n i za t io n is de d ic at ed to c on t in u o us im pro v em en t.
“ P äe v ak es k us Kä o” is de d ic at ed t o pr o v id i n g q ua l i t y s er v ic e t o p er s ons s e r ve d a nd
ot h er s t ak eh o ld er s . P r of es s io n a l, de d ic at ed an d m ot i va t ed s taf f is on e of th e m ai n
s tre n gt hs of t he or g an i za t i ons . T h is is c om pl em ent e d wi th c o n v en i en t an d p l eas a nt
s urr ou n di n gs a nd als o g o od wor k c o n di t io ns .
T he a u d it or t h ank s a l l s taf f f or t he ir c o op er at i on a nd c re at i n g a n op e n a tm os p he re
s o th e a u di t or c o ul d h a ve ac c es s t o a l l r e l e v an t i nf orm at i on .
7. 1 2. 20 1 3
Ma tt i L i l l e vä l i
37
Kristi Reimets
Saatja: Keiu Talve
Saatmisaeg: 19. detsember 2013. a. 10:28
Adressaat: Kristi Reimets
Teema: FW: Audit report- Lõuna- Eesti Erihooldusteenuste Keskus EST2013-24
Manused: Asutuse külastuse ettevalmistuse vorm_erihlk_keskus.docx; additional inform
form_L_E_Erih.docx; EQ-ASS_AUD_Audit Report_ehk.docx; EQUASS_taotlusvorm_
2013_AS _HKT_Rakvere.xls
From: Keiu Talve
Sent: Thursday, December 19, 2013 10:27 AM
To: Guus van Beek (
[email protected]); Marie Dubost (
[email protected])
Subject: Audit report- Lõuna- Eesti Erihooldusteenuste Keskus EST2013-24
Dear Guus,
Attached yoo’ll find an audit report of Lõuna- Eesti Erihooldusteenuste Keskus.
Please review the documents!
Keiu
EQUASS Eesti
Astangu KRK
Tel: +372 5682 9104
www.equass.ee
www.astangu.ee
1
EQUASS ASSURANCE APPLICATION
ADDITIONAL INFORMATION
1. Short information about the organisation in the nati ve language
MT Ü L õ un a – Ees t i Er i ho o l dus te e nus t e K es k us os ut a b e ri ho o l ek an de - ja
reh a b i li t ats i oo n it e en us e id t ä is ea l is te l e ps üü h i l is e er i vaj a dus e g a i n im es te l e.
Er i ho o lek a nd e te e nus t es t os u t am e öö p äe v ar i ngs et te e nus t. T o et a v at es t te e nus t es t
pak um e i nim es t e l e i ga p äe v as e e l ug a t oi m etul ek u t oe tam is t , to et am e e lam is t
e lam is ük s us tes ja to et am e in im es e t öö l e s a am is t. R e ha b i l it ats i oo n it e e nus
s is al d ab i nd i v i du a a ls e te vaj a dus t e h in d am is t , reh a bi l i ta ts io o n ip l aa n i k oos t am is t j a
i nim es e t aas tum is e to et am is t ps ü hh o l oo g i li s e ab i , te g e vus ter a a pi a ,
ps ü ü h ia at ri a õe n dus e , f üs i ot er ap e ud i j a v aj a dus e l t eis t e s pe ts ia l is t i de t e en us t e ga .
2. Short information about the organisation in English (acti vities,
clients, etc.)
Care and Rehabilitation Center for adults mentall y unhealthy .
Rehabilitation and supporting for everyday living and working.
Supporting and rehabilitation in facilities and at home.
3. Name of the organisation as you w ould w ant it to appear on the
EQUASS Assurance certif icate
NGO South Estonian Special Car e Center
4. Name of services / department s of the organisation i n the scope of
the application as you w ould w ant it to appear on the EQU ASS
Assurance certificate :
Rehabilitat ion f or adults people with mental health issues
Supported ever yday lif e coping
Supported Employm ent
Supported , assisted living and rehabilitation in f acilit ies (24 - hour)
1
5. Organisation’s logo
Information to be published on EQUASS website:
Name of the organi sation : NGO Sout h - Estonian Special Care Center
Post address: Meegomäe, Võru Count y 65526, Estonia
Director:
Contact person: Kaja Solom
Email:
[email protected]
Web: w ww.ehtk.ee
2