EQUASS ASSURANCE
ASUTUSE KÜLASTUSE
ETTEVALMISTAMISE VORM
Asutuse külastus: 14.-15.12.2016
Tartu Laste Turvakodu
Mariliis Männik-Sepp
© 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
1. Miks alustasite EQUASSi rakendamisega ja mida on kvaliteedi süsteemi
rakendamisega saavutatud?
2. Mida olete teinud teenuste kvaliteedi tagamiseks ja tõstmiseks oma
asutuses?
3. Kuidas o n kvaliteedisüsteemi rakendamine m õjutanud asutuse juhtimist ja
perso nalijuhtimist? Millised muutused on toimunud?
4. Kirjeldage oma asutuse põhiprotsesse: planeerimise protsessi, kestva
arengu protses si (PDCA tsükli) ja teenuste o s utamise protsessi rakendamist
oma asutuses.
5. Millised on asutuse huvigrupid?
6. Kellega ja millist koostööd teete ning millist lisaväärtust seeläbi olete
saavutanud?
7. Kuidas kaasate teenuse saajaid, personali ja muid huvigruppe teenuste
arendamisse?
8. Milliste ko gukonnpõhiste tegevustega olete seotud olnud ja kuidas
ühiskonnale lisaväärtust pakkunud?
9. Milliseid parendusprojekte/ innovatsiooniprojekte olete ellu viinud?
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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
Huv i gr up i d
P er s o n a l
J uh a ta j a
Juht im in e
1. Missioon, visioon ja kvaliteedistandard
1.1. Kuidas olete jõudnud asutuse visiooni,
missiooni ja väärtusteni?
1.2. Millised on asutuse kvaliteedi al ased x
eesmärgid?
1.3. Millised on asutuse pi kaaj alised eesmärgid ?
1.4. Kuidas o n tagatud järj epidev areng (PDCA tsükli
toimimine)?
2. Kommuni katsi oon
2.1. Kuidas o n teenuse saajate l võimalus anda
tagasisidet teenus e kohta? x x
2.2. Kuidas asutus informeerib pakutavatest
teenustest huv igruppe?
3. Aastaplaani koostami ne
x
3.1. Kirjeldage aastase pl aneerimise j a
ülevaatamise/ hi ndamise protsessi
4. Panus ühiskonda
4.1. Tooge näitei d tegevuste kohta , mis on suunatud
ühiskonna vajaduste rahuldamiseks? x
4.2. Milliste kogukonnapõhiste tegevustega asutus
tegeleb (näitamaks üles sotsiaalset vastutust) ?
P er so na l
1. Personali juhtimi ne
1.1 Kirjeldage personali värbamis- ja ametis
hoi dmise protsessi x x
1.2 Kirjeldage asutuse võrdsuse j a
diskrimineerimise vastasuse põhimõtteid.
2. Personali kvalifikatsioon j a arendamine x x
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2.1 Kuidas toimub arenguvajaduse väljaselgitamine
ning koolitus - ja arengukava koostamine ja
töötajate arendamine ?
2.2 Kuidas o n korraldatud otseselt teenust osutava
personali j älgimine ?
2.3 Milliseid meetmeid kasutatakse töötajate
tunnustamiseks ?
2.4 Kuidas o n tagatud nõuetekohased
töötingimused?
3. Personali kaasami ne
3.1 Millised on töötajate kaasamise põhimõtted
(asutuse tegevuste täiustamisse, teenuste x
x
arendamisse ja personali arendamisse)?
3.2 Millised on perso nali rahulolu tagamise ja
motiveerimise põhimõ tted?
Õ igu se d
1. Õigused j a kohustused
1.1 Kirjeldage teenuse saajate õigusei d ja kohustusi
ning klienti de teavitamist nende õigustest ja x x
kohustustest.
2. Kirjeldage kaebustega tegelemise süsteemi .
3. Enesemääramisõigus
3.1 Kuidas näidatakse üles poolehoi du teenuse saaj a
enes emääratlus e osas ?
3.1.1 Kuidas asutus hindab oma sellekohast tegevust? x x x
4. Kuidas asutus toetab teenuse saajat eestkostja
(eestkõnel eja) ja/või tugiisiku leidmisel?
4.1.1 Kuidas asutus hindab oma sellekohast tegevust?
E eti k a
1. Eetika põhimõtted
1.1 Millised on asutuses kehtivad eetilised põhi mõtted,
väärtus hinnangud j a tegevused, millest lähtutakse
teenuse osutamisel?
1.2 Milliseid tegevusi tehakse teenuse saaja füüsilise,
vaimse ja majandusliku ärakasutamise x x x
ennetamiseks ?
1.3 Mida on asutuses tehtud töökeskkonna tur valisuse
kindlustamiseks ning teenuse saajatele turvalise
keskkonna ja füüsilise turvalisuse tagamiseks?
1.4 Kuidas o n tagatud andmete konfidentsiaalsus ?
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1.5 Kuidas teenuse saajad oma andmetel e ligi
pääsevad?
2. Rollid ja vastutus
2.1 Kuidas ja on määratletud teenuse juhtimise, disaini,
osutamise, toetamise ja hindamisega tegeleva x
x
perso nali rollid ja vastutused , volitused ning
omavahelised s uhted ?
2.2 Kuidas neist rollidest teavitatakse?
Koo stöö -
suht ed 1. Partnerid teenus e osutamisel
1.1 Milliste organis atsioonidega teeb asutus ko ostööd?
(sh sotsiaalpartnerid, rahastajad, teenuse saajate
organisatsioonid, teenuse saajad) Tooge näi teid
toimivast koostööst.
1.2 Kuidas ja millist koostööd teeb asutus teenuste x x
arendamisel?
1.3 Kuidas selgitatakse välja väliste huvigruppide
vajadus ed?
1.4 Kuidas asutus hindab koostööst tulenevat
lisaväärtust ?
O s al em in e x x x
1. Teenuse s aaj ate kaasamine
1.1 Kuidas kaasatakse teenuse saajaid vaj aduste
väljaselgitamisse, teenuse planeerimisse,
hindamisse ja arendamisse ?
1.2 Kuidas koos kõlastatakse osalemine (protsessid,
meetmed) teenuse saajatega?
x x
2. Teenuse s aaj ate j õustamine
2.1 Milliseid võttei d/ meetodeid kasutatakse teenuse
saajate j õustamiseks ? Tooge näiteid, milliseid tulemusi
on saav utatud erinevate jõustamise meetodite läbi?
2.2 Tooge näiteid, mida on asutus teinud, et luua
jõustavat keskkonda ?
Is ik u - x x x x
ke s ks us 1. Kliendi vajaduste välj aselgitami ne
1.1 Kuidas teete kindlaks teenuse saajate praeg used ja
lähituleviku vajadused ?
1.2 Kuidas teete kindlaks huvigruppide (sh rahastajad,
sotsiaalpartnerid) vaj adused?
1.3 Kas asute teenuse saajale, tema pereliikmetele ja
hooldajatele kõige sobivamas kohas ?
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1.4 Kuidas teete kindlaks, et osutatud teenused
(tulemused) vastavad seatud eesmärkidele ja
teenuse saajate vajadustele?
x
2. Individuaal ne planeer imine
2.1 Kuidas selgitatakse välja teenuse saajate
individuaalsed vaj adused ja ootused ?
Lai ah a ar d x x
el is us 1. Teenuse osutamise protsess
1.1 Kirjeldage teenuse osutamise protsessi.
1.2 Kuidas teenuse osutamise protsessi vaadatakse üle
/analüüsitakse siseauditite käigus?
x x
2. Katkematu teenuse osutami ne
2.1 Kuidas o n tagatud teenuse osutamise järjepidevus
(sh katkematus, sujuv üleminek,
multidistsiplinaarne lähenemine, asutuste vaheline
koostöö)?
2.2 Kuidas hinnatakse ja arvestatakse teenuse saajate
muutuvaid vajadusi ?
2.3 Kuidas reageeritakse takistustele teenuste
osutamisel / nendele juurepääsul ning neist
raporteeritakse?
x x
3. Ter viklik lähenemi ne
3.1 Kuidas o n määratletud ja mõõdetakse teenuse
saajate elukvaliteeti ?
3.2 Kuidas raporteeritakse elukvaliteedi hindamise
tulemustest?
T ulemu st e x x
le 1. Tulemuste mõõtmine
ori en te e rit 1.1 Kuidas mõõdetaks e asutuse tegevuseesmärkide
us
saavutamist ?
1.2 Kas tulemusi auditeeri b sõltumatu väline üksus?
1.3 Kuidas hinnatakse individuaalsete tegevuspl aanide
täitmist / eesmärkide saavutamist (sh lisaväärtus)?
1.4 Kuidas hinnatakse kollektiivsel tasemel teenuste
tulemusi / eesmärkide täit mist (sh lisaväärtus)?
x x
2. Tulemuste hi ndamine
2.1 Kuidas selgitatakse välja parim väärtus (seoses
teenuste osutamisega) teenuse rahastajatele?
2.2 Kuidas hinnatakse teenuse saajate rahul olu ?
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2.3 Kuidas hinnatakse teiste huvigruppide rahul olu ?
x x x
3. Tulemuste raporteeri mine
3.1 Kuidas avaldataks e asutuse tegevusar uanded
huvigruppidele?
3.2 Kas aruanded on kättesaadavad ja lihtsasti
arus aadavad ning sisaldavad personaalseid
hinnanguid j a saav utusi ?
Pi dev x
ar en g 1. Kestva arengu ts ükkel
1.1 Tooge näiteid parendustegevustest , nende
eesmärkidest ja tulemustest.
x
2. Innovatsi oon
2.1 Tooge näiteid innovaatilistest töömeetoditest .
2. Nõutav dokumentat sioon
EQ U AS S As s ur anc e ta ot l us es s e m ärg i tu d i nf o le j a lis a de l e p õh i n ed es pa l um e
v aa t lus ek s e tt e v a lm is ta d a j är g n e v d ok um ent ats i oo n :
1. K v al i te e d i k äs ir a am at
2. T ege v us k a va k oos tam i s e pr ots es s i k irj el d us n in g t eg e v us k av a
3. P ers o n a li p o l ii t ik a j a a m etij u h en d i d, k oo l it us k ava j a are n gu v es tl us e k ok k uvõ te
4. T ege v us p la a ni k oos ta m is e j a t ä itm i s e j uh e n d n in g t eg e v us p l a an
5. 20 1 5 T e g e vus ar ua n ne
6. E et i l is e t e gu ts em is e p õh im õt te d
7. K onf id e nts i aa ls us põ h i m õtte d n in g d e l ik aa ts e te is ik u an dm et e tö ö tl e m ine
8. K l ie nt i d e õ ig us ed j a k oh us tus e d
9. T ööo h ut us e k aus t, s h r is k ia n a lü üs
10 . Mu re d e j a m õt et e es it am is e j a m e ne t lem is e k ord ni n g n ä id is ed
11 . T agas is i de pr o ts es s i k ir j e l d us n in g n ä id is e d
12 . T urv ak od u te e nus e l e s uu n am is e t i n g im us e d j a k or d
13 . T urv ak od u te e nus e pr ots es s i k irj e ld us
14 . T urv a lis us e k or d
15 . Kr i is ip l aa n
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Personali, teenus e saajate ja teiste ol uliste huvigruppide inter vjueerimi ne
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. J uh a taj a 60 m in ut i t
Personal Kestvus
1. T ööt aj a d ( s o ts ia a l pe d ag o og , G ru pi i nt er vj uu 45 - 6 0 m inut i t
(k as va t aj a , a bik as v at a j a )
Teenuse saajad Kestvus
1. T een us e s a aj a d ( 3- 4tk ) G ru pi i nt er vj uu 45 m in u ti t
Teised huvigrupid Kestvus
1. Hu v i gr up p id e es i nd aj a d G ru pi i nt er vj uu 45 m in u ti t
(k oos t öö p ar t n er ( id) , r a has t aj a)
Asutuse külastuse ajakava
14 . 12 .2 0 16 P äev 1
Ae g T egev us
9. 0 0- 1 2. 0 0 A v ak oos o lek , tö ö d ok u m enti d e ga
12 . 00- 1 3. 0 0 Lõ u na p aus
13 . 00- 1 4. 0 0 Int erv j uu pe r son al ig a
14 . 00- 1 5. 0 0 T öö dok um en t id e ga
15 . 00- 1 5. 4 5 Int erv j uu t e enu s e s a aj a t eg a
15 . 45- 1 8. 0 0 T öö dok um en t id e ga
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15 . 12 .2 0 16 P äev 2
Ae g T egev us
9. 0 0- 1 0. 0 0 T öö dok um en t id e ga
10 . 00- 1 0. 4 5 Int erv j uu ko ost ööp a r tne ri t eg a
10 . 45- 1 1. 4 5 T öö dok um en t id e ga
11 . 45- 1 2. 4 5 Int erv j uu juh at aj ag a
12 . 45- 1 3. 4 5 Lõ u na p aus
13 . 45- 1 5. 0 0 T öö dok um en t id e ga
15 . 00- 1 6. 0 0 Lõ p uk oos o lek
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EQUASS ASSURANCE
AUDIT REPORT
Site visit: 14.-15.12.2016
Tartu Laste Turvakodu
Auditor: Mariliis Männik-Sepp
© 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
Name of the social Tartu Laste Tur vakodu - Tartu Childr en’s
Shelter
service provider
Address: Tiigi 55, Tartu 50410 Estonia
Post box: N/A
Person responsible : Piret Värno
Contact person: Piret Värno
Phone: +372 7361640
Fax: N/A
E-mail:
[email protected]
Web site: www.tur vakodu.ee
Name of Auditor: Mar iliis Männik -Sepp
Dates of audit: 14.-15.12. 2016
Clients: Number of person served: 20
As of 11.11.2016
Staff: Number of Contracted staff : 15
Number of volunteer s: 12
As of 11.11.2016
Services: Shelter
2
2. Audit program
14.12.2016 Day 1
Aeg Tegevus
9.00-12.00 Opening meeting, documentation review
12.00-13.00 Lunch break
13.00-14.00 Interview w ith personnel:
Social pedagogue Ave Veski,
Educator Milvi Pensa,
Assistant educ ator Ants Siim
14.00-15.00 Documentation review, up -dat ing f iles
15.00-15.45 Interview w ith person served:
Sergei Šebeko,
Nadja Kr upitsa
15.45-18.00 Documentation review, up -dat ing f iles
15.12.2016 Day 2
Aeg Tegevus
9.00-10.00 Documentation revi ew, up-dat ing f iles
10.00-10.45 Interview w ith cooperation partners:
Heili Piho, Tartu Cit y Government
Evelin Tamm, Tartu Herbert Masing’s School
Keit Lipp, Koduhooldus OÜ
10.45-11.45 Documentation review, up -dat ing f iles
11.45-12.45 Interview w ith m anager: Piret Vär no
12.45-13.45 Lunch break
13.45-15.00 Documentation review, up -dat ing f iles
15.00-16.00 Documentation review, closing meeting
3
3. Detailed feedback on performance
1. The social servi ce provider defines documents and implements its
visi on and mission values on servi ce provision.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The mission, vision and values of
Tartu Children’s Shelter are stated in
the qualit y manual and on the
website tur vakodu. ee.
The mission, vision and values were
developed in cooperation with the
staff of Tartu Children’s Shelter.
The employees of Tartu Childr en’s
Shelter demonstr ated through
inter views that they are aware of the
organizat ion’s mission, vision and
values and they implement them on
ser vice provision.
2. The social servi ce provider defines, documents, and implements its
qualit y policy by determining long term qualit y goals, and its
commitment to continuous improvement.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & develop ments
The qualit y standard , long -term
goals and commitment to continuous
improvement are stated in the
Qualit y Manual and in the
organizat ion’s annual activit y plan.
4
It appeared f rom the inter views that
the staff of Tartu Children’s Shelter
is knowledgeab le of the qualit y
standard and long term goals of the
organizat ion.
Also, the staff seemed to be devoted
to deliver qualit y services and
pursue f or continuous improvement.
3. Persons served, famil y members and servi ce user organisations are
able to give feedback on their individual and collecti ve experience of
programmes and services.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & develop ments
Tartu Children’s Shelter has
developed diff erent methods to ask
and receive f eedback f rom person s
ser ved, staff and stakeholders.
The procedur e descr ipt ion f or asking
and gaining f eedback part of the
qualit y manual. Feedback is asked
systematically f rom ser vice users ,
employees and cooperation partners .
The var ious ways f or gaining
f eedback include f .e meetings,
roundtables, perf ormance reviews,
satisf action sur veys, inter views, etc.
5
4. The social service provider i nforms all stakeholders about the
offered programmes and services avai lable.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Tartu Children’s Shelter has inf ormed More attent ion should be paid to
its stakeholders about its ser vices ext ernal communication: f ocus on
using a variet y of methods and conscious and continuous f low of
approaches. inf ormation about the perf ormance
and outcomes of the organizat ion.
The home page of Tartu Childr en’s
Renew t he webpage of the
Shelter gives inf ormation about the
organizat ion and make it more
organizat ion and the ser vice it
f unctional. Also use more IT
off ers. Also social media is used f or
solutions f or more eff ective int ernal
communication purposes. Ther e are
communication: develop inter nal
brochures issues as well.
net work f or sharing documentation,
Inf orming staff and involving staff is produce reports and others
descr ibed in the Qualit y Manual. documents electronically.
Inf orming is done mainly through Rohkem tähelepanu tuleks pöörata
meetings, inf ormal communication väliskommunikatsioonile:
and trainings. Partners are inf ormed keskenduda teadliku ja pideva
by e-mail, telephone and web page. inf ovoo tekitamisele asutuse
tegevust e ja tulemuste kohta.
Inf ormation about coming events in
available f .e on the inf ormation Uuendada asutuse koduleht e ja
board in the building of Tartu muuta see f unktsionaalsemaks.
Children’s Shelter. Samuti võtta laiaulatuslikumalt
kasutusele er inevad IT lahendused
The stakeholders are aware of the
ef ektiivsemaks
ser vice of Tartu Children’s Shelter,
sisekommunikatsiooniks: luu a
which was verif ied implemented
sisevõrk dokumentatsiooni
through inter views wit h per sons
jagamiseks, koostada aruandlus ja
ser ved, staff and partners.
muu dokumentatsioon elektroonselt.
6
5. The social service provider management establishes and
documents an annual planning and review process.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The annual planning and review
process is integrated into the
management process of the
organizat ion.
There exists annual planning process
descr iption (part of the qualit y
manual).
There exists annual act ion plan ,
which has been reviewed regular ly.
The current state of the
implementation of the plan is marked
in the plan.
6. The plan includes:
annual outcomes / targets
the acti vities to be undertaken in achieving the annual targets
monitoring of the performance of the organisation in meeting its
annual targets
time-scales and procedures for revi ew and revi sion.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The annual planning process of Tartu
Children’s Shelter has a cyclic
character. PDCA-cycle is used f or
planning purposes. Continuous
improvement procedure descr ipt ion
7
has been drawn up (as part of the
qualit y handbook).
The annual work plan includes all
necessar y data.
Aligning the annual activit ies with
the vision and the strategic plan is
clear and understandable , when
studying the documentation of the
organizat ion.
The annual plan is approved by the
manager of Tartu Children’s Shelter.
7. The social servi ce provider demonstrates organisation’s success
in satisf ying the needs and expectations of the societ y.
Remark from the auditor: The ser vices of the social ser vic e pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Tartu Children’s Shelter is putt ing
eff ort into satisf ying the needs and
expectat ions of the societ y and
demonstrat ing social responsibil it y.
Examples: selling own-made goods
at f airs, open door days , off ering
used clothes f or citizens
Opening its garden and allowing the
use of the hall to be used by others.
Taking part in var ikus communit ies’
activities – f .e cleaning day of Tartu
ever y spr ing.
8
8. The social service provider demonstrates organisati on’s social
responsibilit y t hrough acti vities contri buting to the societ y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance c ertif ication program
Strengths Improvem ent & developments
Tartu Children’s Shelter has
demonstrated social responsibilit y
through diff erent activit ies
contributing to the communit y and
also to wider societ y.
F.e alternate ser vice, traineeship.
Traineeship opportunit ies f or
students f rom Tartu Universit y, Pärnu
College, Tallinn Universit y etc .
9. The social servi ce provider has a staff recruitment and retention
policy that promot es the selection of qualified personnel based on
required know ledge, ski lls and compet ences.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Personnel policy is descr ibed as part
of the qualit y m an ual of Tartu
Children’s Shelter. Staff
management, planning, recruitment,
development, motivat ing ,
compensating and involvement
principles have been descr ibed. The
principles f or equalit y and non -
discr imination are part of the same
9
policy.
All employees h ave individual job
descr iptions, which include required
knowledge, skills and competences.
The exper ience and prof essional
know- how of the staff and caretakers
of Tartu Children’s Shelter ensures
the qualit y and consistency of the
ser vices.
It appeared f rom the inter views wit h
the staff that they are aware of their
roles, r ights and duties and are
devoted to deliver ing high qualit y
ser vice.
10. The social service provider operates in compli ance w ith
mandator y national legislation, providing appropria te w orking
conditions, adequate and agreed staff level and staff ratio, and
appropriate rew arding for staff and vol unteers.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication pr ogram
Strengths Improvem ent & developments
The documentation of Tartu
Children’s Shelter meets legal
requirements and is reviewed to do
this.
The work conditions are assessed
(Risk analysis is conducted)
regularly and adapt ed to the needs
of the staff . Feedback / input is
asked f rom employees.
The principles f or showing
10
recognit ion to employees are part of
the qualit y policy. Employees ar e
given thank You letters , bonuses,
there are joint events f or employees
organized.
11. The social service provider trains all staff based on a plan for
leaning and development and evaluates the effecti veness of the
training.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Staff development and training needs The employees would also
are assessed and as a result appreciate the organizat ion of
necessar y trainings are laid down in super vision.
the annual action plan of Tartu
Children’s Shelter. Koolituste korraldamise osas peaks
olema lähenemine süsteemsem:
The staff of Tartu Children’s Shelter aastane koolitusplaan peaks
is trained based on their needs and sisaldama inf ormatsiooni
expectat ions. The needs ar e koolitatavate, aja (mahu), koha ja
discussed during annual teemade kohta.
perf ormance reviews.
Koolituste kohta peaks koguma
All the int er viewed employees tagasisidet iga koolit use järgselt ning
showed high appreciation concer ning koolitustegevuse lisandväärtuse ja
the trainings received (training were edukuse hindamise kohta peaks
to the point and ver y usef ul) . säilitama põhjalikumaid tõendeid.
The overall eff ectiveness of the Töötajad hindaksid ka supervisiooni
training s is evaluated based on the korraldamist personalile.
training s received and the f eedback
gained f rom the employees.
11
12. The social servi ce provi der applies requirements for competence
in the identified roles and functions of staff and evaluates them on
annual basis.
Remark from the auditor: The ser vices of the socia l ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The competence r equirements f or
employees are descr ibed in their job
descr iptions and are reviewed
regularly.
There are regular perf ormance
reviews with staff . During the
reviews the results of the work done
are analyzed and t he objectives f or
the f ollowing period are agreed
upon. Summar ies of the perf ormance
reviews are made. Daily perf ormance
is discussed over the regular
meetings.
13. The social servi ce provi der recognizes the staff as a resource for
feedback on organizational perf ormance, service development and
staff development
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The involvement of staff in the
planning and evaluation of services
is descr ibed in t he staff active
planning policy, which is part of the
staff policy (and qualit y handbook) of
12
the organization .
Feedback on perf ormance is given
and asked continuously. Tartu
Children’s Shelter recognizes staff
as a usef ul tool f or gaining
inf ormation.
It has regular staff meetings ,
perf ormance reviews , satisf action
sur veys, etc.
The ser vice is assessed both on
individual leve l and collect ive level
by the manager.
14. The social service provi der has mechanisms in place to enhance
satisfaction and motivation of staff
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Staff perf ormance evaluat ions and
employees’ sat isf action sur veys are
the main too ls used to gain f eedback
on employees’ satisf action and
motivat ion.
Mechanisms to provide satisf action
and mot ivat ion ar e descr ibed in the
staff policy. Staff is involved and the y
are asked and given f eedback
regularly.
Special events f or showing
recognit ion to staff have been
organized, as Tartu Children’s
Shelter values hig hly its personnel
13
and demonstrates concern f or them.
15. The social servi ce provi der assures the rights of persons served
outlined in a Chart er of Rights w hich is based on the EU Charter of
Fundamental Rights , the European Convention for the Protection of
Human Rights and Fundamental Freedoms of the Council of Europe
and other int ernati onal human ri ghts conventions, especiall y those
elaborat ed under the United Nations.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
All the regulative and guidance
documents of Tartu Children’s
Shelter are based on the legislation
of Estonia.
Tartu Children’s Shelter has
developed the rights a nd dut ies of
persons ser ved, which conf orm to
international human rights
conventions.
The organizat ion is devoted to the
protection of the rights of persons
ser ved and the promotion of equal
opportunit ies, equal treatment,
f reedom of choice, self -determinat ion
and equal participat ion.
The rights and duties are introduced
to persons ser ved by staff . The staff
demonstrated their knowledge of the
rights and duties through the
inter views.
14
16. The soci al service provider informs the person served about
his/her rights and duties especiall y to equal treatment on grounds of
age, disabilit y, gender, race, religion or belief and sexual orientation
before recei ving the services.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The rights and duties are introduced
to persons ser ved by staff , who sign
the relat ed document.
There are also house rules that the
persons ser ved have to f ollow.
The rights and dut ies are discussed
f rom time to time with the persons
ser ved.
Equal treatment of customers is an
under lying principle in the principles
of service provision.
The clients demonstrated their
knowledge of the rights and dut ies
through the inter views.
17. The social service provider has accessibl e complai nt
management s ystem w hich registers feedback on performance from
persons served, purchasers and other relevant stakeholders.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Tartu Children’s Shelter has a
15
procedure f or handling complaints.
There are var ious ways of
complaining - oral complaint is most
common, but there are also wr itten
complaints.
If was verif ied during the inte rviews
that the persons served and other
relevant stakeholder s were awar e of
the ways of submitting complaints .
All complaints are dealt with and
answered. The complaint
management system p roves to be
transparent.
18. The social service provider respects the fundamental right to
self-determination of the person served. They freel y det ermine their
political status and freel y pursue their economic, soci al and cultural
development.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Tartu Children’s Shelter recognizes
and supports the r ight of persons
ser ved to the pol itical, econom ic,
social and cultural self -
determination.
This is one of the f undamental rights
of service recipients. Support f or
self -determination is shown also
through individual planning.
The code of ethics of the
organizat ion ref lects on how self -
16
determination is Tartu Childr en’s
Shelter is understood.
Feedback is collected though clients’
questionnaires and per iodic
meetings.
It became evident through the
inter views that the staff supported
the right to self -determinat ions of
clients and that the persons ser ved
were handled wit h respect.
19. The social service provi der facilitates the person served in
choosing and having access to advocates and/or supporting
persons.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
As it did not com e out f rom the
Tartu Children’s Shelter off ers procedures, how the annu al
support to the persons ser ved and perf ormance evaluat ion in f acilitat ing
stands f or their rights. persons ser ved in having access to
advocates and/or supporting persons
The specif ic details are descr ibed in
will be conduct ed in f uture, it should
the process description of t he
be descr ibed in the qualit y manual of
ser vice. Feedback f rom person
the organization.
ser ved is gained during periodic
reviews. Kuivõrd protseduur idest ei tulnud
välja, kuidas iga-aastaselt
The perf ormance in f acilitating
hinnatakse oma käitumist teenuse
persons ser ved in having access to
saajate abistamisel eestkostja/
advocates and/or supporting persons
tugiisiku leidm isel, siis tuleks see
is assessed annually.
kirjeldada organisatsiooni kvaliteedi
käsiraamatus.
17
20. The social service provi der defines and documents its policy on
ethics that respe cts and assures the dignit y of the persons served,
protects them from undue risk and promotes soci al justice
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengt hs Improvem ent & developments
In their work the employees of Tartu
Children’s Shelter f ollow the
principles set in the code of ethics of
the organization .
The members of staff showed
awareness about the related ethic
principles.
The ethical principles r espect and
assure the dignit y of the persons
ser ved, pr otect them f rom undue risk
and promote social justice.
21. The social service provider operat es mechanisms w hich prevent
the physi cal, mental and financial abuse of users.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
It is the duty of the staff and As it did not com e out f rom the
caretakers to ensure that the procedures, how the service provider
persons ser ved are protected f r om evaluates the eff ectiveness of its
physical and mental violence policy to prevent physical, mental
including taking advantage of them in and f inancial abuse of persons
any way. ser ved, it should be descr ibed in the
qualit y manual of the organizat ion.
Procedures f or abuse pr event ion
18
have been developed (as an annex Kuivõrd protseduur idest ei tulnud
to the code of ethics). välja, kuidas asutuses hinnatakse
oma käitumist t eenuse saajate
Members of staff showed awareness f üüsilise, vaimse ja majandusliku
about the related principles and ärakasutamise ennetamisel, siis
procedures. tuleks see kirjeldada organisatsiooni
kvaliteedi käs iraamatus.
Tartu Childr en’s She lter evaluates its
prevent ion activit ies annually.
22. The social servi ce provi der provides services in a safe system of
w orking w ithin a safe environment to ensure the physical securit y of
persons served, their families and caretakers.
Remark from the auditor: The ser vices of the social se r vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Tartu Children’s Shelter provides
ser vices in a saf e system of working
within a saf e envir onment. Risk
assessments have been conducte d
and related action s planned.
There exist all necessar y health and
saf ety procedur es in the
organizat ion.
The physical securit y of persons
ser ved and employees has been
ensured through these activit ies.
23. The social service provider defines, documen ts, monitors and
evaluat es a set of principles, values and procedures that govern
behavi our in servi ce deli ver y containing aspects of confidentialit y,
accuracy, pri vacy and integrit y.
19
Remark from the auditor: The ser vices of the social ser vice pr oviders m eet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The principles, values and
procedures in ser vice deliver y are
descr ibed mainly in the Qualit y
Manual.
All of them have been developed in
cooper ation with the staff of the
organizat ion.
It was demonstrated through the
inter views of staff that they ar e
aware of the values and procedures
that govern behavior in the ser vice
deliver y process and the et hical
principles related to their work.
24. The social service provider defines, documents, monitors and
evaluat es procedures for assuring confidentialit y of data regardi ng
the persons served and the service provided to them.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The procedures f or assuring
conf ident ialit y of data have been
def ined and documented in the data
privacy policy.
The related pr ocedur es and
principles are over v iewed regularl y
with personnel and with persons
20
ser ved.
25. The social service provider defines the roles and
responsibilities, authorities and the interrelation of all personnel
w ho manage, desi gn, deli ver, support and evaluate the service
provision to person served.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The role of the manage r is written in
the statues of Tartu Chi ldren’s
Shelter.
The roles of the employees involved
in the pr ovision of services are
descr ibed in the j ob descriptions .
The provision of the service is
descr ibed in the qualit y manual .
Contact inf ormation is available also
on the web page of Tartu Children’s
Shelter and relevant inf ormation has
been communicated to the clients
and other stakeholders .
26. The social service provi der w orks in partnership w ith other
organisations in the provision of servi ces.
Remark from the auditor: The ser vices of th e social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Tartu Children’s Shelter works
closely wit h its main cooper ation
21
partners, f .e local municipalities,
educat ional establish ments, child
protection workers and social
workers, police, Tartu Universit y
Hospital.
Good cooperat ion with partners f rom
abroad, f .e f rom Norway and Finland
(Tampere Ametikõrgkool).
Cooperation with Mäe Lastekodu –
joint events and trainings.
Fundraising act ivit ies, f.e “Pesapuu”
to raise f unds for an outdoor
playground.
Tartu Children’s Shelter values and
relies on its partners.
The value of the cooperation is
evaluated in var ious f orms –
f eedback is gained during meetings ,
satisf action sur veys, etc.
27. The social service provider w orks in partnership w ith persons
served, purchasers and other stakeholders in the development of
services.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assuran ce certif ication program
Strengths Improvem ent & developments
The persons ser ved, co -operat ion
partners, f inancing bodies and other
stakeholders are involved in t he
development of services of Tartu
Children’s Shelter t hrough meetings
22
and sat isf action s ur veys.
Tartu Children’s Shelter evaluates
the mutual cooper ation and their
partners' satisf action and f eedback.
The measures of involvement ar e
descr ibed in the Qualit y Manual.
The cooperat ion partners value
highly Tartu Children’s Shelter ’s
credibilit y, f lexibility and good
communication.
28. The social service provi der includes persons served as acti ve
partici pants in planning and have set up appraisal made up of
on-going structured dialogue process in the management of the
service, including the de finition of the needs, the defini tion of
the services, as w ell as of the evaluation of qualit y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The principles and procedures f or
the involvement of persons ser ved in
the management of the service are
descr ibed in the Qualit y Manual of
the organizat ion. The ser vice user s
have been inf ormed about their
participation possibilities.
The clients are involved during the
assessment of their individual needs ,
evaluat ion of results and also dur ing
house meetings.
23
29. The social service provi der institutes an annual evaluation of
partici pation of persons served bot h on indi vidual and/or group
basis.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The measures, activities and polic y
f or client participat ion ar e agreed
with the persons ser ved.
They are evaluated annuall y
according to the Qualit y Manual.
30. The social service provi der operates specific instruments f or
users to improve their personal empow er ment and personal situation
and that of their communit y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Empowerment of the persons ser ved
is an integral part of service deliver y.
Empowerment is described in the
Qualit y Manual of Tartu Children’s
Shelter.
Empowerment r elated activit ies ar e
descr ibed in the individual plans and
were evidenced in services’ deliver y
processes and also came out f rom
the inter views with staff , caretakers
and persons ser ved.
The client work is aimed at improving
the qualit y of lif e of the customers.
24
The tangible results of empowerment
are depicted in the individual plans
of the persons ser ved.
31. The social service provi der operates specific mechanisms for
establishing an empow ering environment.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Empowerment of persons ser ved is
an int egral part of service deliver y.
Related act ivities were evidenced in
ser vices’ deliver y pr ocesses and also
came out f rom the inter views wit h
staff and persons served.
The results of empowerment
activities can be evidenced in the
individual plans of t he persons
ser ved.
The employees ar e trained about
empowerment and the topic is
discussed dur ing organizat ion’s
meetings.
32. The social servi ce provider sel ects programmes w hich are based
on a needs assessment at the location w hich is most convenient for
the person served, famil y and care takers
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
25
Tartu Children’s Shelter has an
over view of t he needs of the persons
ser ved. This is gained through
individual planning.
There is also constant discussion
with Tartu Cit y gover nment about the
possible ser vice users.
The off ice of Tartu Children’s Shelt er
is locat ed in the center of Tart u and
is well accessible . The premises are
roomy and comf ortable. There is a
spacious garden outside.
33. The social service provider offers programmes consistent w ith
the identified needs of its customers and objecti ves for the
programme.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The needs and expectat ions of
f unding body – Tartu City
Gover nment – are communicated to
Tartu Childr en’s Shelter through
meetings and other ver bal and
wr itten communications. There are
cooper ation agreements with main
cooper ation partners.
Cooperation Partners’ Sat isf action
Sur vey was carr ied out recent ly,
which also ref lected t he f ulf illmen t of
expectat ions and goals.
The needs and f eedback of diff erent
stakeholders have been discussed
26
during meetings and dur ing dail y
cooper ation (though e -mails,
telephone) . Also sur veys have been
conducted.
The success and results of the
exist ing ser vices have been
determined and is descr ibed in the
activit y report of the organizat ion.
34. The social service provi der operates indi vidual processes that
are dri ven by the needs of the person served.
Remark from the auditor: The ser vices of the social ser vi ce pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The f ocus in ser vice provision in on
individual planning.
W hen the client comes to Tartu
Children’s Shelter, an assessment of
needs is made and a roundtable
organized to support the person
ser ved. Individual plan s are drawn
up. Equal methodology is used f or
individual planning.
A wide var iet y of activities and
events are organized in the shelt er
and also outside.
35. The social servic e provider documents the planni ng of services
based on the ident ification of indi vi dual needs and expectations of
persons served in an Indi vidual Plan.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
27
Strengths Improvem ent & developments
The clients’ individual needs and
expectat ions are wr itten down in the
individual plans.
The individual plans involve all the
inf ormation set by the criter ion and
are agreed by the persons ser ved
(signed), which was ver if ied by
examples of client documentation
seen during the site visit.
The process itself is described in the
ser vice deliver y process (being part
of the Qualit y Manual ).
Interviews were conducted with
persons ser ved that ver if ied that the
clients were knowledgeable of their
objectives and relat ed activit ies. The
individual plans wer e agreed with the
customers.
The eff ectiveness of the ser vice
deliver y on the collective level is
measured via sat isf action sur veys
and f eedback questionnaires.
36. The social service provider identif ies, documents, and maintains
the key servi ce deli very processes to the persons served in line w ith
its vision, mission statement and quali t y policy.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
28
The services provided by Tartu
Children’s Shelter are descr ibed in
the ser vice deliver y process, which
is part of the Qu alit y Manual.
The main ser vice deliver y pr oces s is
in line wit h Tartu Children’s Shelter ’s
vision, mission and qualit y
principles. Also the comments f rom
the f unding bodies are taken into
account.
37. The social service provi der review s this delivery process and
maintains control over the deli very of t he servi ce.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Tartu Children ’s Shelter staff has
reviewed its qualit y manual dur ing
the process of preparing f or EQUASS
Assurance audit. The test audits
were used to gain addit ional
assurance.
Regular meetings, checks, reviews
and controls are conducted to assur e
maintaining control over the deliver y
of services.
38. The social service provider ensures that the person served can
access a continuum of servi ces that span from earl y int ervention to
support and respond to changing requi rements over time.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
29
Strengths Improvem ent & developments
Tartu Childr en’s Shelter ensures that
the persons ser ved can access a
continuum of services as n eeds of
persons ser ved are evaluated and
descr ibed in individual plans.
According to the individual plans,
necessar y ser vices are provided.
If the end of the ser vice is near,
Tartu Children’s Shelter makes sure
with its cooperat ion partners that the
continuat ion of service provision is
enabled, if needed.
The continuation of service deliver y
is monitored and evaluated regular ly.
39. The social service provi der develops a seamless continuum of
services and reduces barriers in a multi -disciplinary or multi -agenc y
setting.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Annual act ivit y reports are As the day Center is closed next
composed, which address the year, there is an opportunit y f or
continuum of services. All the opening a new ser vice in the
obstacles in ser vice deliver y are premises – most likely r ehabilitation
reported as well. ser vice.
The criterion was verif ied f ulf illed by Kuivõrd päevakeskus sulgeb oma
also explor ing the client work uksed järgmisel aastal, tekib
documentat ion, where evidence was võimalus uue teenuse avam iseks,
f ound about multidisciplinar y mis on kõige tõenäolisemalt
30
approach. rehabilitatsiooniteenus.
There is periodic r eporting on the
f ulf illment of the plan and
assessment of results.
40. The social service provi der operates servi ces from a holistic
approach based on the needs and expectations of the person served
w ith the aim of improving the qualit y of l ife for the person served.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Tartu Children’s Shelter uses client -
centered appr oach, which is aimed t o
improve client ’s qualit y of lif e.
The qualit y of lif e init iat ive’s
eff ectiveness is measured and
reported in individual plans .
The criterion was verif ied f ulf illed by
also explor ing the client work
documentat ion, where evidence wa s
f ound about measur ing the qualit y of
lif e.
41. The social service provider identif ies the needed competences,
skills and support for staff to enhance the qualit y of life for person
served.
Remark from the auditor: The ser vices of the social ser vice p r oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
31
The necessar y competences and
skills are described in job
descr iptions and job prof iles of Tartu
Children’s Shelter.
These are evaluated annually during
employees’ perf ormance evaluations.
Trainings are provided to employees,
which was evidenced by training
plans of Tartu Childr en’s Shelter and
came out f rom interviews.
42. The social service provider identifies its business results and
provides formal periodic and independent revi ew and procedures t o
achieve the targeted results.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Tartu Children’s Shelter has
developed perf ormance indicators t o The key perf ormance indicators have
measure the results of its activit ies. been set in the strategic plan. The
The goals, act ivities, perf ormance annual plans should be
indicators and expected results are complemented wit h the related
descr ibed in the annual plans. indic ators f or the year and
inf ormation of the target values
Results are repor ted in annual should also be available. For the
f inancial reports and activit y reports sake of f uture benchmarking it would
of Tartu Children’s Shelter. be wise to develop a system of
indicators so that changes in trends
External audits are conducted by the in time could be observed.
Tartu City Government .
Peam ised tulemusmõõdikud on
esitatud strateegilises plaanis.
Aastaplaane tuleks täiendada seotud
mõõdikutega aasta kohta ning inf o
32
nende eeldatavate saavutusmäärade
kohta peaks samas olema
kättesaadav. Et tulevikus oleks
võimalik võr dlusanalüüse läb i viia
ning jälgida indikaatorit e trendid e
muutust ajas, tuleks välja töötada
indikaator ite süsteem.
43. The social servi ce provi der identifies and registers the outcomes
and benefits for person served of the recei ve services on individual
and collecti ve basi s.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Tartu Children’s Shelter gathers and The organizat ion should put some
documents inf ormation regarding more eff ort into developing an
results of providing ser vices (bot h on optimal way on how to measure the
individual and collective basis). achieved results on collect ive basis
and the benef its f or persons ser ved
Individual plans are assessed of received ser vices on collective
regularly. Conclusions are dr awn and basis.
summaries are made on collect ive
basis annually. It would be good to establish a clear
link bet ween indicators in individual
The summary is presented in the plans and indicator s in the annual
annual act ivity report, which is plan.
disclosed on the home page of the
organizat ion. Organisatsioon peaks enam
tähelepanu pöörama optimaalse viisi
väljatöötamiseks, et mõõta osutatud
teenuse tulemusi kollektiivsel
tasemel ning teenuse saajate
kasutegurit kollekt iivsel tasandil.
Hea oleks luua otsene seos
individuaalses plaanis esitatud
tulemusindikaator ite ning
33
aastaplaanis esitat ud indikaator ite
vahel.
44. The social service provider evaluates its business results in order
to determine best value for purchaser s and funders ( ‘best value’ can
also be expressed in relation to the increased qualit y of life offered to
the person bei ng served).
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ica tion program
Strengths Improvem ent & developments
Tartu Children’s Shelter evaluates
the results and added value of its
work during regular meetings and
through clients’ and other
stakeholders’ sur veys .
The added value of the ser vices t o
individual ser vice recipients is
measured using the individual plan
and qualit y of lif e questionnaires.
The added value is summarized also
in the act ivit y r eport , which is
available to the publicit y through the
web page of the organization.
45. The social service pr ovider evaluates the indi vidual and
collecti ve satisfact ion of persons served and other stakeholders by
internal and/or external evaluation.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
34
Tartu Children’s Shelter organizes
regular sur veys to r eceive f e edback
f rom the persons served.
Also the satisf action of other
stakeholders is evaluated by using
diff erent means like meetings,
questionnaires , sur veys etc.
46. The social service provider provides accessible and easil y
understandable records on outcome, including personal perception
and achievements
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The records on outcome are
communicated to stakeholders, staff
and persons ser ved.
Annual activit y r eports include
personal perceptions and
achievements.
47. The soci al service provider acti vel y disseminates organization
performance among its staff, service users and external
stakeholders.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance c ertif ication program
Strengths Improvem ent & developments
Tartu Children’s Shelter reports its The records on ou tcome of Tartu
perf ormance to f unding bodies, staff Children’s Shelter should be
disclosed on the home page of Tartu
35
and cooperat ion partners . Children’s Shelter.
Inf ormation is disseminated through Tartu Laste Turvakodu tegevust e
e-mail, home page, staff meetings, tulemused – aruanded – peaks olema
etc. kättesaadavad asutuse kodulehel.
48. The social service provider has a standard procedu re for
continuous improvement on the basis of an improvement cycle.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The PDCA cycle is used and In f uture more attenti on could be
descr ibed in the Qualit y Manual paid on carr ying out the improvement
(continuous improvement process projects f ollowing more precisely the
descr iption) . Annual plan s are drawn principles of TQM (total qualit y
up and are reviewed. management). Even though the main
principles f or carrying out qualit y
All the processes and activities are improvement projects have been
reviewed regular ly. descr ibed in the continuous
improvement process, it should be
The outcome of perf ormance of Tartu
seen that the pr inciples set in
Children’s Shelter is measured and
documentat ion are consistent ly also
descr ibed in annual reports.
f ollowed in realit y.
Qualit y improvement activit ies are
A clear diff erence bet ween
descr ibed in the annual plans and
improvement projects and innovat ive
are documented.
ways of working should b e made.
F.e starting to f ollow t he EQUASS
Tulevikus peaks enam tähelepanu
principles is one of the impr ovement
pöörama sell ele, et
projects f or the service provider.
parendusprojektide puhul järgitakse
TQM-i (täielik kvaliteedijuhtimine)
printsiipe.
Kuig i kvaliteedi parendusprojektide
läbiviimise põhimõtt eid on kirjeldatud
kestva arengu protseduur is, peaks
36
järgima, et ka tegelikkuses
kirjeldatud põhimõtteid jä rjepidevalt
jälgitakse.
Tuleks teha selget vahet
parendusprojektide ning
innovat iivsete töömeetodit e vahel.
49. The social service provi der identifies performance i ndicators for
measuring the results of the improvement actions.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
EQUASS Assurance implem entation
and a qualit y improvem ent program
has been documented, the
documentat ion includes goals and
respect ive perf ormance indicators.
This was verif ied through inspecting
the relat ed documentation dur ing sit e
visit.
50. The servi ce provider introduces and manages innovative w ays of
w orking that have been identified based on the needs of
stakeholders.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Tartu Children’s Shelter f inds ways
of being innovat ive , taking into
account the needs and expectations
37
of stakeholders.
Good practices are used in
developing ser vices. The ideas f or
new innovat ive ways of doing things
are gained through c lose cooperat ion
with partners and f rom trainings/
seminars/ conf erences etc.
All innovation projects related
inf ormation was ver if ied to be
document ed.
38
4. Agreed additional development / improvements
The applicant decided on the following improvement actions and/or
additional developm ent f or the period of two years:
Criteria Short description of the actions (incl uding SM ART objecti ves)
4 Pay more attention to external communication: f ocus on conscious
and continuous f low of inf ormation about the perf ormance and
outcomes of the organization.
Renew the webpage of the organ ization and make it more
f unctional. Also use more IT solutions f or more eff ective internal
communication: develop inter nal net work f or sharing docum entation,
produce reports and others documents electronically.
Pöörata enam tähelepanu väliskommunikatsioo nile: keskenduda
teadliku ja pideva inf ovoo tekitamisele asutuse tegevuste ja
tulemuste kohta.
Uuendada asutuse koduleht e ja muuta see f unktsionaalsemaks.
Samuti võtta laiaulatuslikumalt kasutusele erinevad IT lahendused
ef ektiivsemaks sisekommunikatsiooni ks: luua sisevõrk
dokumentatsiooni jagamiseks, koostada aruandlus ja muu
dokumentatsioon elektroonselt.
11 Implement more systemat ic approach to trainings: an annual
training plan, which includes inf ormation about the trainees and the
time (amount), plac e and topics of the trainings should be drawn up.
Collect f eedback on trainings after each training and retain more
thorough records about the evaluation of the value and success of
the trainings.
The employees would also appreciate the organizat ion of
super vision.
Rakendada k oolituste korraldamise s süsteemsemat lähenemist :
aastane koolitusplaan peaks sisaldama inf ormatsiooni koolitatavate,
aja (mahu), koha ja teemade kohta.
Koolituste kohta peaks koguma tagasisidet iga koolituse j ärgselt
39
ning koolitustege vuse lisandväärtuse ja edukuse hindamise kohta
peaks säilitama põhj alikumaid tõendeid.
Töötajad hindaksid ka super visiooni korraldam ist personalile.
19, 21 It should be described in the qualit y manual of the organizat ion:
- how the annual perf ormance eva luation in f acilitating persons
ser ved in having access to advocates and/or supporting pers ons is
conducted;
- how t he ser vice pr ovider evaluates the eff ectiveness of its polic y
to prevent physical, mental and f inancial abuse of persons ser ved.
Kirjeldada organisatsiooni kvaliteedi käsiraamatus, kuidas
organisatsioonis iga - aastaselt hinnatakse:
- oma käitumist t eenuse saajate abistamisel eestkostja/ tugiisiku
leidmisel;
- oma käitumist teenuse saajate f üüsilise, vaimse ja majandusliku
ärakasutamise ennetam isel.
39 As the Day Center is closed next year, f ind a way to open a new
ser vice in the premises (rehabilitat ion ser vice ).
Kuivõrd päevakeskus sulgeb oma uksed järgmisel aastal, leida viis
uue teenuse avam iseks (rehabilitatsiooniteenus ).
42 The annual plans should be complemented with t he perf ormance
indicators f or the year and inf ormation of the target values.
Develop a syst em of indicators so that changes in trends in time
could be obser ved.
Täiendada aastaplaane mõõdikutega aasta kohta ning info nende
eeldatavate saavutusmäärade kohta.
Et tulevikus oleks võimalik võrdlusanalüüse läbi viia ning jälgida
indikaator ite trendide muutust ajas, tuleks välja t öötada
indikaator ite süsteem.
40
43 Put some eff ort into developing an optimal way on how to measur e
the achieved results on collective basis and the benef its f or persons
ser ved of received services on collect ive basis.
It would be good to establish a clear link bet ween indicators in
individual plans and indicators in the annual plan.
Pöörata enam tähelepanu optimaalse viisi väljatöötamiseks, et
mõõta osutatud teenuse tulemusi kollektiivsel tasemel ning teenuse
saajate kasutegurit kollektiivsel tasandil.
Hea oleks luua otsene seos individuaalses plaanis esitatud
tulemusindikaator ite ning aastaplaanis esitatud indikaatorite vahel.
47 The records on outcome of Tartu Children’s Shelter should be
disclosed on the home page of Tartu Children’s Shelter.
Tartu Laste Turvakodu tegevuste tulemused – aruanded – peaks
olema kättesaadavad asutuse kodulehel.
48 In f uture more attention could be paid on carrying out the
improvement projects f ollowing more precisely the pr inciples of TQM
(total qualit y management). Even though the main pr inciples f or
carrying out qualit y improvement projects have been described in
the continuous improvement process, it should be seen that the
principles set in documentation are consistently also f ollowed in
realit y.
A clear diff erence bet ween improvement projects and innovative
ways of working should be made.
Tulevikus peaks enam tähelepanu pöör ama sellele, et
parendusprojektide puhul järgitakse TQM - i (täielik
kvaliteedijuhtim ine) printsiipe.
Kuig i kvalit eedi parendusprojektide läbiviimise põhimõtt eid on
kirjeldatud kestva arengu protseduuris, peaks järgima, et ka
tegelikkuses kirjeldatud p õhimõtteid järjepidevalt jälgitakse.
Tuleks teha selget vahet parendusprojektide ning innovatiivset e
töömeetodite vahel.
41
5. Closing remarks
Tartu Children's Shelter is a Tartu City crisis inst itution, which off ers
temporar y aid, support and pr otection t o c hildren in the ag e of 3 -18 years
who have exper ienced domestic violence, negligence, who don't have a saf e
place to spend the night or are experiencing other threats. Tartu Children's
Shelter also off ers the same ser vices t o single parents and f amilies wit h
children.
Tartu Childr en’s Shelter began wit h the preparation f or applying the EQUASS
Qualit y Assurance certif icate approxim ately 1,5 years ago. By today t he
organizat ion has successf ully begun with the implementat ion of EQUASS
qualit y pr inciples .
Tartu Children’s Shelter implements person -center ed approach in its ser vice
provision, taking into account the needs and expectat ions of service user s.
The persons ser ved are systemat ically empowered and the aim is to raise
the qualit y of their lives.
Tartu Children’s Shelter uses its resources eff icient ly, put a lot of eff ort into
f undraising and using the help of volunteers. Its partners value Tartu
Children’s Shelter f or its f lexibilit y and complaisance in ser vice deliver y. The
staff is satisf ied with the go od working relat ionships inside t he team and ar e
glad to have a ver y energetic manager, full of new ideas and will to always
develop and to achieve better results. The persons ser ved were satisf ied
with the kindness and helpf ulness of the staff and with th e variet y of
activities off ered and the ver y homely atm ospher e of the shelt er.
The auditor experienced on site that the social ser vice provider Tartu
Children’s Shelter perf orms in compliance with t he EQUASS Assur ance
criteria. The inter viewed representati ves of partners, f inancing bodies,
employees, caretakers and persons served conf irmed this, which was
ref lected through their int er views.
The whole staff was kind and cooperative in introducing the work of Tartu
Children’s Shelt er, f inding necessar y evide nt ial materials and shar ing
inf ormation about f ulf illing EQUASS cr iter ia.
For the per iod of following two years, some improvement actions were
42
presented that are brought out in part 4 of the audit report. An over view of
suggestions f or improvement that ar e mentioned under the specif ic criter ia is
given as well in part 3.
The improvement areas included in g eneral the f ollowing: paying more
attention to communication, implement ing more systematic approach to
trainings, complement the qualit y manual of the o rganization to ensure
thorough self -evaluation, open a new service in the premises, develop and
eff ective measurem ent system of the outcomes, disclose the recor ds on
outcome of the centre on the home page, carrying out improvem ent projects
f ollowing the pr inciples of TQM.
After verif ication of the indicators by r eviewing documentation, conduct ing
inter views and performing site visit, the auditor was conf irmed that the
criteria f or qualit y assurance of the European Qualit y f or Social ser vices
were f ulf illed. The auditor was convinced that Tartu Childr en’s Shelt er is
devoted to qualit y assurance and impr ovement in its wor k and delivers
ser vices of high qualit y.
The audit or wants to thank Tartu Children’s Shelt er f or good cooperat ion
during the audit.
***
Tartu Laste Turvakodu on sotsiaalhoolekandeasutus, mis osutab
ööpäevar ingset turvakodu teenust esmase abi ja tur valise keskkonna
tagamiseks vägivalda, hülgamist või hooletusse jätmist kogenud last ele
vanuses 3-18 ja vaj adusel abi osutamine teenusel oleva lapse seaduslikule
esindajale või muule last kasvatavale isik ule.
Tartu Laste Turvakodu alustas ettevalm istustega EQUASS Q ualit y Assurance
sertif ikaadi taotlem iseks ligikaudu 1,5 aastat tagasi. Asut us on tänaseks
edukalt hakanud rakendama EQUASSi kvaliteedi põh imõtteid.
Tartu Laste Turvakodu rakendab teenuse saaja keskset lähenemist teenuse
osutamisel, võttes arvesse teenuse saaj ate vajadusi ja ootusi. Järjepidevalt
tegeletakse teenuse saajate jõustamisega ning eesmärk on tõsta nende
eluk valit eeti.
Tartu Laste Turvakodu kasutab oma ressursse ef ektiivselt, paneb palju rõhku
vabataht like kasutamisele ja heategevuskampaaniat e korraldamisele.
Partner id hindavad Tartu Laste Turvakodu oma paindlikkuse ja
43
vastutulelikkuse pärast teenuste osutamisel. Töötajad on rahul he ade
töösuhetega meeskonnas ning neil on hea meel töötada energilise juhi käe
all, kes pakatab uutest ideedest ning tahtest pidevalt areneda ja saavutada
aina parimaid tulemusi. Teenuse saaj ad olid rahul töötajate lahkuse ja
abivalmidusega, samuti pakutavat e t egevuste/ürit uste r ohkusega ning
turvakodu koduse at mosf ääriga.
Kohapeal koges audiit or, et sotsiaalteenuse osutaja Tartu Laste Turvakodu
tegutseb vastavuses EQUASS Assurance kriteeriumit ega. Intervjuud
huvigruppide ja rahastajate esindaja , töötajate ning teenuse saajatega
samuti kinnitasid seda, mis tuli välja nendega tehtud inter vjuudest .
Kogu asutuse töötaj askond oli lahke ja koostööaldis Tartu Laste Turvakodu
töö tutvustamisel, vaj aliku tõendusmaterjali leidm isel ning inf ormatsiooni
jagamisel EQUASS- i kriteeriumite täitmise kohta.
Järgnevaks kaheks aastaks lepiti kokku mõned parendustegevused, mis on
välja toodud aruande 4 -ndas osas. Ülevaade par endussoovit ustest
konkreetsete kriteeriumite lõikes on esitatud ka aruande 3 - ndas osas.
Parendusvaldk onnad hõlmasid üldises plaanis järgmist: pöörata enam
tähelepanu kommunikatsioonile , rakendada koolituste korraldamises
süsteemsemat lähenemist , täiendada kvaliteedi käsiraam atut, et tagada
täielikum sisehindamine, uue teenuse avamine keskuses, töötada välja
ef ektiivne tulemust e mõõtmise süsteem, avaldada asut use tulemused
kodulehel, parendusprojektide puhul järgi da TQM- i (täielik
kvaliteedijuhtim ine) printsiipe.
Pärast indikaator itele vastam ise tõendamist, tutvudes dokumentatsiooniga
ning viies läbi inter vj uud, oli audiitor veendunud, et kriteeriumid Eur oopa
kvaliteedimärgi jaoks sotsiaalteenustes on täidetud. Audiitor sai
veendumuse, et Tartu Laste Turvakodu on pühendunud oma töös kvaliteedi
tagamisele ja täiustamisele ning osutab kõrge kvaliteediga teenuse id.
Audiitor soovib tänada Tartu Last e Turvakodu hea koostöö eest auditi
läbiviimisel.
Tallinn, 22. 12.2016
Mar iliis Männik -Sepp ,
EQUASSi audiitor / EQUASS auditor
44
EQUASS ASSURANCE APPLICATION
ADDITIONAL INFORMATION
1. Short information about the organisation in the nati ve language
T artu Las te T ur v ak od u o n s o ts ia a lh o o lek a nd e as u t us , m is os ut a b ö öp ä e v ari n gs et
tur v ak od u t ee n us t es m as e a bi j a t ur v a l is e k es k k onna t a gam i s ek s v äg i v a ld a ,
hü l g am is t võ i h o ol e tu s s e j ä tm is t k og e nu d l as t e le va n us es 3 - 1 8 j a vaj a dus e l ab i
os u t am in e t e en us el o l e va l a ps e s e a dus l ik u l e es i n daj a l e võ i m u ul e l as t k as v at a v al e
is ik ul e.
2. Short information about the organisation in English (acti vities,
clients, etc.)
T artu Ch i l dr en' s S h e lt er is a T ar t u C it y c ri s is ins t it ut i o n, wh ic h of f ers t em por ar y
a id , s up p or t a n d pr o tec t io n to c h i l dr en i n th e a ge of 3 - 18 ye ars wh o ha v e
ex p er i enc e d d om es t ic v i ol e nc e , ne g l ig e nc e , wh o do n' t h a v e a s af e p l ac e t o s pe n d
th e n i g ht or ar e ex p er i enc i n g o th er t hr ea ts . T artu C h i l dre n's S he l t er a ls o of f ers t h e
s am e s er v ic es t o s i ng l e p ar e nts an d f am il i es wit h c h i l dre n .
3. Name of the organisation as you w ould w ant it to appear on the
EQU ASS Assurance certificate
Tartu Last e Turvakodu
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 :
turvakoduteenus
5. Organisation’s logo
1
Information to be published on EQUASS website:
Name of the organi sation : Tart u Children`s Shelter
Post address: Tiigi 55, Tartu 50410 Est onia
Director: Piret Värno
Contact person: Piret Värno
Email:
[email protected]
Web: w ww.turvakodu.ee
2
Maarika Aro
Saatja: Maarika Aro
Saatmisaeg: 23. detsember 2016. a. 11:39
Adressaat: 'guusbeek'; 'Marie Dubost'
Koopia: Keiu Talve
Teema: Tartu Laste Turvakodu audit report
Manused: Additonal Information Form_TLT.doc; Asutuse_kylastuse_vorm_Tartu Laste
Turvakodu.docx; EQ_Audit Report_Tartu_Laste_Turvakodu.doc; EQUASS Assurance
taotlusvorm_TLT_audit.xlsx
Dear Marie, Dear Guus,
Attached you’ll find an audit report and other documents of Tartu Laste Turvakodu EE2016-023.
Please let Keiu to know in case there are some comments about the report.
Best regards,
Maarika Aro
Sotsiaalteenuste kvaliteedi keskus
Arendusspetsialist
Astangu Kutserehabilitatsiooni Keskus
tel +372 687 7223
mob +372 521 3563
[email protected]
Astangu 27 Tallinn 13519
www.astangu.ee
Liitu Astangu uudiskirjaga
1