EQUASS ASSURANCE
ASUTUSE KÜLASTUSE
ETTEVALMISTAMISE VORM
Asutuse külastus: 06.-07.12.2016
MTÜ Vahtramägi
Elo Tuppits
© 2012 by European Quality for Social Services (EQUASS)
Kõik õigused kaitstud. Antud dokumendi elemente ei tohi paljundada, kopeerida ega muul elektroonilisel moel
salvestada ilma EQUASS kirjaliku loata.
Asutuse külastuse ettevalmistamise küsimused
EQ U AS S As s ur a nc e t ao t lus v or m i le j a a nt ud l is ai nf orm ats i oo n i l e p õh i n ed es pa l um e
te i l e tt e va lm is t us ek s v as t at a j är g ne v at e l e s e l gi t us t n õ ud v at e l e k üs i m us tel e :
Üldised teemad (max. 10 küsimust)
1. P a lu n k irj e ld a g e, k es o n t ei e as ut us e p e am is e d k l i en d id (k l ie n d igr u p id) , k u id as
k lie n d id t e ie as u t us s e j õu a v ad n i n g to im ub k l i en t id e le t e en us e v a l i m ine.
2. M ik s al us ta t i teie as u tus es EQ U A S S i r ak en dam is eg a ja m id a on
k va li t ee d is üs t eem i r ak en d am is e ga s aa v ut a tu d?
3. Pa l u n k ir j e ld a ge om a or g a nis a ts io o ni i ga - a as t as t te g e vus te p l a ne er im is e j a
aru a n dl us e pr ots es s i j a p id e v at p ar e nd us t e pro ts es s i ( P DC A ts ük k e l).
4. Ku i das on t a ga t ud k l ie n ti d e õ ig us te k ai ts e j a k l ie n ti d e e nes em äär am in e?
5. Ku i das on t a ga t ud e et ik ap õ h im õte te j ä rg im i ne ?
6. Ku i das r ak en da t e o m a tö ös is ik uk es k s us e j a t ee n us t e p i de v us e põ h im õt et ?
7. M i ll is e d o n MT Ü Vah tr am äg i p e am is e d hu v i gr up i d, k e l le g a j a m il l is t k o os t ö öd
te et e n i ng m il l is t l is a v äär t us t s e e l äb i o l et e s aa v u ta n ud ?
8. K u id as k aas a te t ee n us e s a aj a i d, p er s on a l i ja m u id h u v i gru p p e t ee n us t e
are n d am is s e?
9. M il l is ed o n v i im as e l a as t a l ol n ud p eam is ed tak is tus e d as ut us e t ö ös j a m il l is ed
on v õim a l ik ud l a he n du s ed ?
10 . Mi l l is e id p ar e nd us pr oj ek te / i nn o v ats i oo n i proj ek te o l et e e l l u v i in ud / p l an e er it e?
2
1. Kvaliteedi põhimõtetele ja EQ U ASS Assurance kriteeriumitele
vastavuse küsimused/ teemad:
Teenuse saajad
Kvaliteedijuht
Juht/ direktor
Huvigrupid
Personal
Juht im in e 1. K ir j e l d ag e Tei e as u tu s e j u ht im is e
k or r al d us t ja a as t as e p la n ee rim is e x X
k or r al d us t ?
2. K as o l et e te a dl ik u d as u tus e
m is s io o nis t, v i s i oo n is t ja x
v äär t us h i n na n gu tes t ? P al u n s õ nas t ag e.
3. M il l is e id on Te ie as u tu s e
x x X
k va li t ee d ip õ h im õtt ed ?
4. K ir j e l d ag e, m il l is e i d as u t us e
te e nus e id t ea t e n i ng k u i das o l et e x x
ne n des t t ea d a s aa n u d ?
5. K as Te il t o n k üs it ud j a k ui das o n
Teil v õim a l ik an d a ta g as is i d et p ak ut a v at e
x x
te e nus te k oht a ? K ui d a s te i e ta g as is i d eg a
on ar ves ta t ud ?
6. K ui d as k o gu t e i nf ot ü h is k on n a
v aj a d us t e k oh t a n in g m ill is e id ü h is k on n a
X x
v aj a d us t e le / k og u k onn a le s u un a tu d
te g e vus i o l et e k orr a l d an u d?
P er so na l 1. K ui d as to im ub as u tus e t öö t aj a te j a
v ab a ta ht l ik e v är bam i n e, k oo l it am in e j a x X X
m oti ve er im in e ?
2. K ui d as j ä lg i tak s e t ee n us e x X
3
pak k um is eg a ots es e lt te g el e v at e
tö öt aj at e te g e vus t (p er i oo d i lis e lt )?
3. K ui d as k a as a t ak s e p er s on a l i
te e nus te pl a ne er im is s e, ar e nd am is s e j a x X X
h in d am is s e ?
4. K ui d as ta g at e as ut us e
tö ök es k k onna t ur v a lis us e , k as o l et e
X
k aar d is t a n ud r is k id j a ne n de
m aand us te g e vus e d?
5. K ui d as h i nn at ak s e tö ö taj at e
k om pet e nts us nõ u de i d n in g k u i das x X
tö öt i n gim us i?
6. K ir j e l d ag e as ut us e
m oti va ts io o n is üs t eem i j a k ui das t o im ub x X x
tö öt aj at e tu n nus t am in e?
7. K ui d as a na l ü üs i t ak s e
X x
k ool i tus te g e vus e ef ek ti i vs us t ?
Õ igu se d 1 A. Se l g it ag e , k u id as Teil e o n s e l gi t at u d
j a k u id as t un n et e „k l i e nt i de /k as va n dik e
õ ig us i j a k o hus tus i“ , t uu es m õne d
nä i te d ?
x x
1 B. Kas o l et e t ea d l ik (Teid o n
i nf or m eer it u d) om a õi g us t es t j a
k ohus tus tes t t ee n us e s aaj a na ?
2 A. Ku i das on k orra l d at u d et te p an ek ut e
j a k ae b us t e m e ne t lem i ne ni n g ta g at u d
s e ll e pr o ts es s i as j ak ohas us j a
l äb i pa is t vus ? x X
2 B. Ku i das Te s a at e v aj a d us e l es i ta d a
et te p an ek u id võ i k ae b us i?
3. Ku i das a it ab t e en us e os ut aj a k aas a x x
te e nus e s a aj a te en es e m äärat l em is e l e
4
( k uid as o l et e t oe ta n ud k li e nt i de
is eo ts us t am is t/ e n es e m äärat l em is t) j a
k uid as s e da ig a - a as t a s e lt h i nn a tak s e ?
4. Ku i das i nf orm eer it a k s e te e nus e s a aj a t
õ ig us es t s a a da e es tk os tj a t v õ i tu g i is ik u t x x
j a k u id as s e da ig a - a as tas e lt h i n na tak s e ?
5. Ku i das Te h i n da te , k uid as Tei d
X
k ohe l dak s e t ee n us e s aaj at e na ?
E eti k a 1. M il l is e d on Te i e as u t u s e te e nus t e
os u t am is e p õh im õt te i d n i ng x x X
v äär t us h i n na n gu d ?
2. K ui d as Tei d o n i nf orm eer i tu d
ee t ik ak ood ek s is t j a k u i das t u nn et e x
v as t a v ai d p õ him õt t ei d (to o ge n ä i te i d)?
3. K ui d as o n ta g at u d te e nus e s a aj a t e
k onf id e nts i aa ls us j a is ik ua n dm ete k ai ts e
n in g k u i s a ge l i va a da t ak s e v as t a va i d
x x X
põ h im õtt e i d ü le j a a n a l üüs i tak s e (k oos
per s o n al i g a)? Mi l l is e id m uud at us i v i im at i
te ht i ?
4. K ui d as p ääs e te li g i om a is ik l ik el e
x
an dm et e le ? (k as v a nd i k u to im ik )
5. K ui d as h i nd at e om a k ä it um is e/
te g e vus te ef ek ti i vs us t te e nus e s a aj a te
x x X
f üüs i lis e , v a im s e võ i f i na n ts i l is e
är ak as ut am is e e n n et a m is el ?
Koo st öö suh t ed 1. K el l e ga j a m il l is t k oos t öö d t ee t e
( s e lg i ta g e n äi d et e v ar a l, s h n t
s ots i aa l v a ldk o n na p ar t ner i d, k as u p ere d , x x X
r ah as taj a d, k oo l id , p ar tn er id t e e nus e
ar e n d am is e l)?
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2. K ui d as k a as a t ak s e t e e nus t e x x x x
ar e n d am is s e te e n us e s aaj a id ( ne n de
es in d aj a i d), t e en us e o s tj a i d j a
ha nk ij a i d ?
3. K ui d as k a as a t ak s e (n e nd e) x x
oo t us t e j a v aj a d us t e v ä lj as e lg i tam is ek s
v ä lis e i d hu v i gr up p e ?
4. K ui d as (m i l l is t e k ri te er i um id e x x X
a lus e l) a na l ü üs i t e j a h i nd at e k oos t ö ös t
tu l en e v at lis a nd v ä ärt u s t?
5. P al u n to o g e m õn i n ä id e, k ui d as X X
o le te t e i nu d v a l ik u par im a t e en us e
pak k uj a os as , k u i o n o l em as m itu
pak k uj at / k onk ur e nts
O s al em in e 1. K ui d as os a le v a d te e nu s e s a aj a d x x X
v aj a d us t e v ä lj as e l gi t a m is el , te e nus t e
p la n eer im is e l j a an a lü üs im is e l
( k va li t ee d i j a t ul em us t e h in d am is e l) ?
2. K ui d as ta g at e , et p ers on a l i l on x X X
v aj a l ik ud t e adm is ed j a os k us ed t e en us e
s aaj at e j õ us t am is ek s ?
3. K ui d as j õ us t am in e to i m ub x X
i ga p äe v as es e lus j a m i l lis e i d x
m õõde t a va i d t ul em us i on s aa v ut a tu d ?
4. K as j a k u id as o n t ee n us e s aaj at e x x X
os a l em is ek s vaj a l ik ud m eetm ed,
te g e vus e d j a k or d k oo s k õlas ta t ud
te e nus e s a aj a te g a v õ i ne n de
es in d aj a te g a?
5. K ui s ag e l i j a k u id as va ad a tak s e x x x
ü le t e en us e s aaj at e võ i n en d e
es in d aj a te os a l em is e g a s e ot ud
m eetm ed n in g m il l is e d o n o l nu d
6
v i im as e d m uu da t us e d ?
Is ik uk e sk su s 1. K ui d as te e te k in d l ak s rah as taj at e x x x
n in g t eis t e o lu l is t e h u v i gru p p id e
v aj a d us e d j a k u i das n en d eg a
ar ves t at ak s e?
2. K ui d as o l et e r a hu l x x
te e nus e pak k uj a as uk o ha g a?
3 A. Ku i das on t a ga tu d , et t ee n us e x x X
os u t aj a p ak ub om a t ee nus e i d v as t a v al t
te e nus e s a aj a vaj a dus te l e?
3 B. Kas in d i v id u aa l n e te g e vus p la a n
v as t a b Tei e v aj a d us t e l e j a o ot us t e le ?
4. Ku i das v aa d at ak s e as u t us e p o o lt x x
pak u ta v a id t e en us e id ü le , ar v es t a des
s am as t ee n us e s aaj at e o od at a v at e
tu l em us te g a?
5. Kas in d i v id u aa l n e t eg e v us p l a an o n x x x
k oos k õl as t at u d j a s e d a o n k orr ig e er it u d
v as t a v al t t ee n us e s a aj a ta g as is i d e le ?
Lai ah a ar de li su s 1. K ui d as ta g at e , et p ers on a l i l on x x X
üh t ne ar us a am pe am is tes t te e nus e
os u t am is e pr ots es s id e s t j a en d a
v as t ut us es t n e nd es ?
2. K ui d as k as ut at e x x
m ult id is ts ip l i na ars et lä he n em is t
k lie n d il e i n d i v id u aa ls e t eg e v us p l a an i
k oos t am is e l j a r ak en d am is e l ?
3. K ui d as ta g at e , et t e en us e s aaj a x x
e luk v a l it ee t o n i n di v i d ua a ls el t
m äär at l et u d te e nus e s aaj a v õ i t em a
es in d aj a p o o lt ?
7
4. M il l is e id m eet o d ei d k as ut at e x X
k lie n d i e luk v a l it e et i p a ren d a v at e
te g e vus te ef ek ti i vs us e h i nd am is ek s ?
5. K ui d as ta g at e k li e nt i d e le n e nd e x x X
v aj a d us t e le vas t a va k atk em atu t e en us e
j a k u id as s e da hi n n at a k s e i ga -
aas t as e l t?
Tulemu st el e 1. K ui d as j a k u i t ih t i h in d at e x x x x
ori en t e e rit u s k lie n ti d e i nd i v i d ua a ls e tes p l a an i des
s ea t ud e es m ärk id e tä i t m is t?
2. K ui d as m õõ d et ak s e te en us e x x x x X
s aaj at e / ha nk ij a t e / te l l ij a te j a
r ah as taj at e ra h ul o l u j a m ida ol e te s el l e
põ hj al m uu tn u d?
3. K el l e l e j a m il l is t ü le v a ad e t x x x
an t ak s e as u tus e t eg e v us es t
s i htr ühm a de l e n i ng k as s e e o n n ei l e
ar us a a da v as k e e les ?
4. K ui d as h i nn at ak s e as u tus e x x
te g e vus te t u l em us te li s a vä är tus t
os tj at e le j a r ah as taj at e le ?
Pi dev a r eng 1. K irj e l d ag e P DC A ts ük l i t o im im is t x
om a as ut us es ( t oo g e n ä it e id)
2. K ui d as o l et e k urs is h u v i gru p p id e x x
uu t e j a m uu tu v a te vaj a dus t eg a ? Too ge
nä i te i d h u v igr u pp i d e e s i lek erk i nu d
v aj a d us t es t
3. Toog e n äi t ei d i n n o va at i l is t es t x x x
tö öm eet o d it es t m id a o l et e v i im as e l aj a l
( s h v i im as e l 2 a as t a l) rak en d an u d.
4. P al u n k irj e ld a ge m õn d om a x x
ar e n d us pr oj ek t i.
8
2.Nõut av dokument atsioon
EQ U AS S As s ur anc e ta ot l us es s e m ärg it u d i nf o l e j a l is ad e l e p õh i n ed es p a lum 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 ik äs ir a am at
2. MT Ü Va h tr am äg i / M äe K od u k orr a d j a j uh e nd i d
3. Le p i ng u d (sh nt pr ak t ik a) ja am et ij uh e nd i d, m is on v ii d at u d
tõ e nd us m at er j a l i na
4. T ööt aj a te k oos o l ek ute pr o t ok ol l i d, m is o n v i i d at u d tõ e nd us m at erj a l i na
5. K as va n d ik e k oos o lek u te pr o tok o l l id , m is o n v i id a tu d t õe n dus m at erj a li n a
6. Nä i te d k l i en t id e t o im ik ut es t , s h ü l e va a tam is e l ä b in u d te g e vus p l aa n i d
7. MT Ü Va h tr am äg i aas ta p la a ni d j a a as t a t e ge v us ar u a nd e d
8. Tagas is id e s üs t eem i d ok um end i d (k õ ik id e os ap o o lt e s e as l ä bi v i id u d r a hu l o lu
k üs it l us t e k ok k uvõ tt e d , ank e ed i d, t a gas is i d el eh e d j ne )
S am uti pa l um e a ud i it o r i j a ok s va lm is p a nn a ta ot l us dok um en d is m ä rg it ud ü lej ä än u d
tõ e nd us dok um en d id .
3.Personali, teenuse saajate ja teiste oluliste huvigruppide
intervjueerimine
EQ U AS S As s ur anc e t ao t lus es a nt u d v as t us te l e j a t õ e nd i te l e põ h i ne d es pa l um 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. MT Ü Va htr am äg i j u ha t aj a K un i 6 0 m i n
Personal Kestvus
9
1. K va l i te e dij u ht / k va li t ee d is üs t eem i 45 m in ut i t
ees t v as tu ta v t ö öt aj a
2. Pe rs o n al ( v õ im al us e l 3 - 4 t öö taj at , s h K un i 4 5 m i nu t it
k as va t aj a , no or tej u ht)
Teenuse saajad Kestvus
1. G r u p i in ter vj u u as en d us k od ut e en us e
s aaj at e ga - la ps ed ( as u t us e es in d aj a
Kuni 45 min
v õ ib vaj ad us e l j uur es v i i b id a) . K aas at a
v õ ib k a k as va n dik e lä h ed as i.
2.G r u p ii n ter vj u u as en d us k od ut e en us e K un i 4 5 m i n
s aaj at e ga - no or ed ( as u t us e es i nd aj a
v õ ib vaj a dus e l j u ur es v i ib i d a)
Teised huvigrupid Kestvus
1. As u tus e k o os t ö öp ar tn er i d (2 - 3) K un i 4 5 m i n
as u t us e va l ik u l
2. As ut us e r a has taj a( d) K un i 3 0 m i n
10
Asutuse külastuse ajakava
Kuup ä ev P äev 1
Ae g Tegev us ( lü h ik e k irj el dus )
9: 0 0- 9 :2 0 Av ak oos o l ek j a l üh ik e ri ngk ä ik M äe K od us
9: 2 0- 11: 4 5 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
11 .4 5- 12 : 30 In ter vj u u EQ U A S S k v a l it e ed is üs t e em i rak e n d am is e e es t
v as t ut a v a tö ö taj ag a ( j uh a taj a, p 1 k üs im us te j a t eem ad e t a be l is
n im eta tu d k u i k va l it e e d ij u ht)
12 : 30 – 13 :0 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
13 : 00- 1 3. 3 0 Lõ u na p aus
13 : 30- 1 4: 1 5 In ter vj u u p er s o n al i g a
14 : 15 – 14 .4 5 In ter vj u u r a has taj a ga ( s oo v i k orra l Sk yp e´ i v õ i te l ef o ni t e e l)
14 : 45 – 15 :1 5 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
15 : 15 – 16 :0 0 In ter vj u u k o os t öö p art n er it eg a
16 : 00 – 16 :1 5 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
16 : 15 – 16 :4 5 In ter vj u u te e nus e s a aj at e ga (g ru p p 1 – n o or ed)
16 : 45 – 17 :0 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
Kuup ä ev P äev 2
Ae g Tegev us ( lü h ik e k irj el dus )
9: 0 0- 9 :3 0 Teen us e os u tam is e k o ha g a tu t v um in e ( tä i e n da v a d k üs im us e d
per s o n al i es i n daj at e l e, k es k oh ap e a l v i ib i v a d ).
9: 3 0- 1 2: 0 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
12 : 00- 1 3: 0 0 Lõ u na p aus
13 : 00- 1 3: 4 5 In ter vj u u MT Ü Vah tr a m ägi j u ha t aj a ga
13 : 45- 1 4: 1 5 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
14 : 15- 1 5: 0 0 In ter vj u u te e nus e s a aj at e ga (g ru p p 2 – l a ps e d, s o o v i k orr a l v õ ib
k as va t aj a j a k a la ps e l äh e da n e i n im ene j u ur e s v i i b id a)
15 : 00- 1 6: 3 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e , vaj a dus e l
tä ps us t a va d k üs im us e d MT Ü Vah tr am äg i j uh at aj a l e
16 : 30- 1 7: 0 0 Lõ p uk oos o lek
11
EQUASS ASSURANCE
AUDIT REPORT
Site visit: 5.-6.12.2016
MTÜ Vahtramägi
Elo Tuppits
© 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 s o ci al
M T Ü V aht ra m ägi (a d m inis ter i n g M äe - k o du (M äe
se rv i c e p rov id er
–h om e, h er ei n af te r M K ))
Ad d re s s: M äe 3 3, T a rtu, E ston i a
Po st bo x: -
P er so n re sp on sib le He ll e S iig ur
(C EO ):
Cont ac t p e rs on: He ll e S iig ur
Pho ne: + 3 7 2 50 6 57 8 3
Fa x: -
E- m a il: hel l e@t a rtum k .ta rt u. ee
W eb s ite: ht t p: / /v aht r al eh e ke . e e/
Na me of Au dit o r: El o T upp its
Dat e s of aud it : 6.- 7. 1 2. 2 01 6
Cli en ts: Num ber of p ers on s er v ed : 2 4 ( a ges 7 – 2 0)
As of ( d at e): 7 . 12 .2 0 1 6
St aff: Num ber of Fu l l t im e s t af f : 1 2, i nc l 7 ed uc at or s
Num ber of P ar t t im e s t af f : 4 ( al l e d uc at ors )
Num ber of C on tr ac t e d s taf f : 3, inc l 1 ed uc at o r
Num ber of vo l un t eers : 1 (1 3 80 hrs p er ye a r)
S erv ic e s: Sub st itut e h om e s erv ic e
2
2. Audit program
3. Kuup ä e P äev 1
Ae g v T egev us ( l üh ik e k irj e l dus )
9: 0 0- 9 :3 0 O p en i ng m ee ti n g a nd v is it t o t he ro om s of M äe- k o d u/ M ä e Hom e
9: 2 0- 1 2: 1 5 Doc um en ta t io n r e v i e w
12 : 15- 1 3: 0 0 In ter v i e w wi t h He l l e S i i gur , m an a ge r (res p o ns ib l e f o r
im pl em ent a ti o n of t h e EQ U AS S in Mä e - k od u , MT Ü V a htr am äg i )
13 : 00- 1 3. 3 0 Lu nc h br eak
13 : 30- 1 4: 1 5 In ter v i e w wi t h s t af f : M e ik i O s s is ( e d uc a tor ) a nd L ya Kär b is
( ed uc at or / yo u t h work er) . A v e R os e nt h a l ( ed uc at or/ yo u t h
wor k er ) p l a nn e d to p ar tic i p at e b ut m is s e d be c aus e of h ea l th
r eas o ns .
14 : 15 – 15 :1 5 Doc um en ta t io n r e v i e w, u p - da t in g f i les
15 : 15 – 16 :0 0 In ter v i e w wi t h c oo p er a ti o n p art n ers :
Me r l e L i i v ak f r om T artu C it y G o v er nm ent an d V a ik e T orok ve i
f r om Var a M un ic i p al G o ver nm en t ( t wo m unic i pa l i ti es wit h n um ber
of c h i l dr en li v i n g i n M äe- k o d u;
Ma r i n a S e pp , He a d of S ou th Es t o n ia n R eg i o n of Es t o ni a n
As s oc i a ti o n f or Em pl o ye es of S u bs t i tu te Ho m es (pro v i d es a ls o
tr a i n in gs a n d c am ps f o r c h i l dre n f rom s ubs t it ut e h om es );
K atr i V ä lj a, g u id e - pr og ram m e m ana g er of So ng F es t i v a l M us e um
f r om c los e n ei g hb o ur h oo d .
16 : 00 – 16 :1 5 Doc um en ta t io n r e v i e w, u p - da t in g f i les
16 : 15 – 16 :4 5 In ter v i e w wi t h pers o ns s er v e d ( gr ou p 1 – yo u th ) : K e n ( 19 ys ) ,
Da g nar ( 16 ys ) , J aa n ik a ( 1 6 ys ) , A l ek s an der (18 ys ) , J an e (1 4
ys )
16 : 45 – 17 :0 0 Doc um en ta t io n r e v i e w, u p - da t in g f i les
Kuup ä ev P äev 2
Ae g T egev us ( l üh ik e k irj e l dus )
9: 0 0- 9 :3 0 V is it t o th e r o om s of M äe- k o d u/ M ä e Hom e
9: 3 0- 1 2: 0 0 Doc um en ta t io n r e v i e w, u p - da t in g f i les
12 : 30- 1 3: 0 0 Lu nc h br eak
13 : 00- 1 3: 3 0 In ter v i e w wi t h T i i na K i v ir üü t f r om f und i n g bo d y - T art u C ou nt y
G o v er nm en t
13 : 30- 1 3: 4 5 Doc um en ta t io n r e v i e w, u p - da t in g f i les
3
13 : 45- 1 4: 1 5 In ter v i e w wi t h pers o ns s er v e d ( gr ou p 2 - c h i l dre n wit h t h eir
ed uc at or L i i v i T e n no) : Ma ri t 1 1 a, Ka ro l i in a 1 0 a, An n a l iis e 1 4 a ,
A ig ar 9 a.
14 : 15- 1 5: 0 0 In ter v i e w wi t h He l l e S i i gur , m an a ge r of M ä e - k odu MT Ü
V ah tr am äg i
15 : 00- 1 6: 3 0 Doc um en ta t io n r e v i e w, u p - da t in g f i les
16 : 30- 1 7: 0 0 Cl os i ng m eet i n g
4
4. Detailed feedback on per formance
1. The social ser vice provider def ines documents and implements its
vision and mission values on ser vice provision.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he m is s i o n, v is io n an d v a lu es ar e
s ta te d i n M K` s Q ua l i t y M a n u al a n d on
M K`s we bs it e h tt p: // v a htr a le h ek e. ee
T he m is s i on of M K is “W e pr ov i de s a v e
s ubs t it ut e h om e f or c h il dr e n an d yo ut h
wi t ho ut p ar en t al c ar e ” . T he v a l ues of
th e MK ar e: c om pet enc e /
trus t wor th i nes s , c oo p er at i o n/
par t ners h i p, a n d f l ex i b i l it y/ op e nn es s .
T he m is s i on a nd v a l ues of M K we r e
pres e nt e d i n M K` s inf or m at io n s t an d f or
em pl o ye es an d ( wit h s im pl e
ex p l a na t io n) f or c h i ldr en .
T he em pl o ye es of Mäe- k o d u
dem ons tr at e d t hr ou g h in ter v i e ws t ha t
th e y ar e a w a r e of t he M K` s m is s io n ,
v is io n a nd c or e v a lu e s , a n d ar e a b le t o
ex p l a in wh a t t h es e m ean in t he ir
e ver yd a y wo r k s it u at i o ns .
2. The social ser vice provider def ines, documents, and implements its
qualit y policy by determining long term qualit y goals, and its
commitment to cont inuous improvement.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
5
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Lo n g- t erm qu a l it y g oa ls a nd
c om m itm ent t o c o nt i n uo us im pr o vem en t
are s t at e d in M K` s Q ua l i t y M a n ua l a nd
im pl em ent e d t hr o u gh an nu a l p l ans of
hom es .
T o ens ur e t h at s t af f m em ber s ar e a war e
of M K`s Q u a li t y M an ua l , al l t he s t af f
m em bers h a ve t o s i g n f or m to pr o ve it .
It was va l i da t ed dur i n g th e i n ter v i e ws
th at t h e s t af f of M K is a wa r e of th e
Q u al i t y M a n ua l an d c ons i d er s it as
gu i d el i n e o n t h e ir wo r k .
3. Persons ser ved, family members and ser vice user organisations are
able to give f eedback on their individual and collective experience of
programmes and ser vices.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he MK have de v e lo p ed s e v er al T o s im pl if y an a l ys is of the o utc om es
m etho ds t o as k an d r ec e i v e f e e db ac k an d be n ef i ts of rec e i v ed s er v ic es f or
f rom pers o ns s er v ed , s taf f an d ot h er pers o n s er ve d o n c o l l ec t i v e b as is , t he
s tak e ho l de r s . qu es ti o n on th e o v era l l s at is f ac ti o n wi th
th e s er v ic e could be a d d ed to th e
T he pr oc es s of c o l le c ti n g f e e db ac k is s at is f ac t io n q ues t io n n a ire .
def in e d i n Q ua l it y M an u a l a nd s pec i a l
doc um en t G u i de l i n es f or Fe ed b ac k and For m ore s truc t ure d f eed b ac k f rom
S at is f ac ti o n S ur v e y. par t ners an d f un d er, t he qu es t i o nn a ir e
6
For pers o ns s e r ve d in M K t he m a in a nd of m os t im por t an t f e ed b ac k qu es t i o ns
pref erre d wa y f or g i v i ng f e e db ac k is i n c ou l d be us ed as a b as is of d is c us s i on
f ac e t o f ac e wi t h t he ir ed uc at or . i n ye a r l y r o un d t a bl e s of part n ers a n d
f un der ( o utc om es / an s wers s h ou l d be
Fe ed b ac k is as k ed f r om c hi l dr en a ls o
k ept i n m i nu t es ).
dur i n g re g u lar f am i l y m e e ti n gs and
ge n er al m ee t in gs t wo tim es a ye a r. F or S el l ek s , et li h ts us t a da k l i en t id e
m ore an o n ym o us an d s ys t em at ic ta g as is i d e ja k a s ud e m õ õt m is t
f ee db ac k c l ie nts ` s a t is f ac ti o n s ur v e ys k oll ek ti i vs e l tas a nd i l , t ul ek s k li en t id e
are arra n g ed . rah u l o lu - u ur in g u k üs i m us tik ul e l is a d a
te e nus e ga ü l d is t rah u l o lu m õõt e v
T he c om pl a i nt m an ag em en t s ys t em
k üs im us (ank e ed is s e n i v a i d t ee n us e er i
(box es f or c om pl ai n ts an d pr o pos a ls i n
k om pon e nt i d eg a r a h u lo l u m õõ t va d
M K) is us e d i n M K. k üs im us ed) .
Em pl o ye es have a c ha nc e to give
S el l ek s , et s a a da re g u la ars et
f ee db ac k on o n - g o in g b as is a nd
s truk tu re er it u d ta gas is i de t
f ee db ac k is c o l l ec t ed a ls o dur i n g s taf f k oos t öö p art n eri t el t (s h t e en us e os tj ad)
perf orm anc e r e v i e ws ( r es um es are
ja r ah as taj a lt , v õ ik s ne n de g a
c om pi l ed) . S taf f m oti va t io n and
k oht um is te l / üm arl a ud ad e l k ord a as tas
s at is f ac t io n s ur ve ys ar e c o nd uc te d as k as ut ad a aru t e lu a l us en a k üs im us tik k u
we l l. C o l lec t in g f ee d b ac k f r om f und in g
o lu l is em ate va l dk on d ad e k o ht a
bo d y ( bo t h f r om c o ll ec ti v e an d
(k üs im us ed es it at ak s e s uu l is e l t, aru t el u
i nd i v i du a l b as is ) , c l ie n ts ´ em pl o ye rs a n d tu l em us e d pro t ok ol l it a k s e).
m ain c oo p er at i on p ar t ner s is or g an i ze d
thr o ug h m ee t in gs , p h on e c a l ls a n d e -
m ails . Mi n ut es of t h e m ee ti n gs wer e
pres e nt e d.
From f und in g b o d y f e ed b ac k is r ec e i v ed
a ls o thr o ug h s ur ve i l l anc e/ a ud i ts and
m eeti n gs . S ur v e i ll a n c e r ep or ts wer e
pres e nt e d.
Fe ed b ac k but to n ( l ink to t h e f ee d bac k
f orm ) is a va i l a bl e i n M K` s we bs it e t o
pro v i d e f ee d bac k f or all in te res te d
par t ies .
7
4. T h e s oc i al s er v ic e pr o v i d er i nf orm s al l s t ak eh o ld ers a b o ut t h e of f ere d
pro gr am m es a n d s er v i c es a v ai l a bl e .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
M K i nf orm s its s t ak eh o ld er s a b ou t its It is s u g g es t ed to c om pi le a s ho rt
s er v ic es us i n g a var i et y of s um m ar y of An n ua l R ep or t f or pr es en t in g
ap pr o ac h es . it in M K´s web pa g e an d – as a p i lo t
i ni t ia t i ve – t o s e nd it to m ai n c oo p era t io n
T he M K`s we b p ag e pr es e n t s
par t ners an d f un d er ( a lt ho u gh t h e y s ta t ed
i nf orm at io n on s er v ic es a n d e v e nts . dur i n g in ter v i e ws t ha t th e y pro b ab l y ar e
M K has i nf or m at i on b ook l et o n th e ir
no t in te res te d i n). A ls o, f or pr es e nt i n g
ac t i v it i es a nd s er v ic es to s pr e a d
an n ua l r ep or t to c l ie nt s , th e s h ort v ers io n
am ong (f ut ur e) c o op er at i on p ar t n ers . of An n u al Re p ort c o u ld be m uc h m ore
T he A n n ua l Ac t i v i t y Re p or ts of M K
c on v e n ie nt (s o f ar , t he R ep or t is
are i nf orm at i v e. Fo r p er s o ns c om in g
pres e nt e d i n g en er a l m eeti n gs of M K).
to th e s er v ic e inf or m a ti o n f o l der a nd
i n- d e pt h ins tr uc t i on by s t af f is S oo v i tus k oos ta d a l ü hik e (2 lk )
pro v i d ed f o r c om pr e h e ns i ve o v er vi e w k ok k uvõ te A as t aa ru a nd es t, et a v a l da d a
of th e s er v ic e . I nf or m ati o n s t an ds f or s ee M K k od u le h e l j a – pi l o ot i n its i at i i v in a -
c l ie n t i nf or m at i on ar e in e ac h s aa t a MK p e am is t el e k oos t öö p art n er it e le
un i t/f am i l y. F or c l i e nt s a l l n ec es s ar y j a ra h as t aj a l e (k u ig i i nt er vj u u de k ä i gus
i nf orm at io n is p r o v i de d o n e ve r y d a y v ä its i d n ad , et i lm s e lt pole ar ua n des t
bas is b y s t af f as we l l. hu v i ta t ud) . K a k as v a nd ik e le es i tam is ek s
v õ ik s aru an d e lü h i k e ve rs i o on olla
For M K`s s t af f in f or m ati on on
s ob i v am .
s er v ic es a n d p r o gr am m es , pr oc es s es
an d pr oc ed ur es , de v e lo pm en t of
s er v ic es , a bo u t ev e nts and
pos s i b i li t ies to be i n vo l v e d is
pro v i d ed in in te r n a l f o l d er s f or
em pl o ye es ( i nc l a l l pr oc es s es an d
proc e d ures ) , A nn u a l Ac t io n P l an ,
an d inf or m ati o n s ta n d. St af f
m eeti n gs ( e v er y- da y r ou n d - t a b les ,
8
m onth l y s t af f m eet in g s a n d ge n era l
m eeti n gs t wic e a ye ar ) ar e im por t a nt
m eas ur e to s p r e a d i nf or m at io n.
T he i n v o l vem e nt of per s o n ne l an d
th e i nf orm at i o n on de v e lo pm en t
pos s i b i li t ies f or s t af f is s t a te d in
P ers o n ne l M an a gem e nt Ru l es an d in
Q u al i t y M a nu a l . E ve r yd a y
i nf orm at io n on the ac t i v it i es and
c l ie n t - work is s h ar e d th r o ug h M K`s
d iar y wh e r e e v er y s taf f m em ber
c ou l d i ns er t im por ta n t i nf or m at io n f or
th os e c on t in u i ng t h ei r wor k i n n ex t
s h if t. F o l l o wi ng i nf or m at i on s t at e d in
M K`s d iar y, e ver y- d a y r ou n d - t a bl e
f or th e pe r s o n ne l s ta r ti n g n e w s h if t
is h e ld .
For c o op er at i on p ar t n er s ( es p ec i al l y
th os e re la t ed wi th ed uc a t io n of th e
c l ie n ts of MK and f or L oc a l
G o v ernm en ts ) the or g a n is a t io n ,
s er v ic es , a n d t h e s p ec ia l ne e ds of
th e M K`s c l ie n ts ar e ex p l ai n ed i n -
de p th d ur in g m ee t in g s ( f .e. s p ec ia l
i ntr od uc tor y e ve n t i n M K) . R ec en t l y,
a T V br o adc as t o n t h e l if e i n M K was
pro d uc ed ( M K was s u gg es te d t o v is it
by c oo p er at i on p ar t n er s , MK
par t ic ip a te d t o br i ng m or e att e nt i o n
to th e is s ues r e gar d in g s ubs t it ut e
hom es .
Dur i n g t he i nt er v ie ws wer e v al i d at ed
th at s t ak eh ol d er s ar e a war e of th e
s er v ic es of M K. Mi n ut es of m eet in gs
wi t h s er v ic e us e r s , s t af f an d
c oo p er at i on p ar t n er s wer e pr es e nt e d
as pro of t ha t r e le v a nt i nf or m at i on
was pr es e nt ed t o i n ter es t e d par t i es .
9
5. T he s oc i a l s er v ic e pr o v i der m an ag em en t es t a bl is h es a nd d oc um ents an
an n ua l p l a nn i n g an d r e v ie w pr oc es s .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he an n ua l p l a nn i n g a nd e va l ua t i on
proc e d ure is d o c um en te d in t he Q u a l it y
Ma n ua l . T h er e is t h e pr o of t h at a n nu a l
p la n ni n g pr oc es s is i m plem en te d ( M K` s
A nn u a l Pl a ns of d if f er en t ye ar s , m in u tes
of m ana g em ent an d s t af f m eet in gs ) .
T he an n u al pl a nn i ng pr oc es s is
re v ie we d r e g u lar l y a nd c ha n ges a re
m ade if n ec es s ar y. F.e . t he f orm of
an n ua l p l a n was c h a ng e d c ons i d era b l y
bef ore p l a nn i n g pr oc e s s of 2 01 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 p er f orm anc e of t he o rg a n is a t io n i n m eet i ng it s
an n ua l t ar ge ts
tim e- s c al es a n d pr oc e dur es f or r e v i e w a n d r e v is i o n.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A nn u a l P l a ns of MK ar e c om pi l e d In Annual Plans, the results achieved
ac c or d i ng t o t he s tr a te g ic obj ec t i v es of could be presented more visibly and
10
th e M K. A nn u a l P l an i nc lu d es directly related to the activities
obj ec t i v es , i n dic a t or s ( S MA RT ), planned. Currently, there are clearly
stated activities and objectives in
res p o ns ib i l it y, te am in v o l ve d, p l a ns f or
Annual Plan but the results are
m onths ( ac t i v i ti es ) , r es u l ts ac h i e ve d
indicated indirectly, indicated to the
an d ac t i vi t ies m ad e.
minutes of staff where respective issue
has been discussed or some document
A nn u a l P l ans ar e a ppr o v e d by the
has been co nfirmed.
m anag em en t of MT Ü V ah tr am äg i.
Also qualitative objectives related to
the strategi c objectives (for example,
the satisfaction o f clients or staff)
could be indicated in Annual Plan.
Soovitus: selguse huvides võiks
aastaplaanis tulemused tuua vastavalt
planeeritud tulemuseesmärkidele/
tegevustele (nt kui on planeeritud
mingi dokument üle vaadata, siis
tulemuste lahtris nimetadagi, et
dokument on üle vaadatud või lükatud
sellega tegelemine edasi nimetatud
kuupäevale (praegu o n aastaplaanis
pigem toodud viide selle koosoleku
protokollile, kus ülevaatamine toimus).
Lisaks üldistele strateegiliste
eesmärkide kirjeldustele võiks
aastaplaanis ära tuua ka neid
strateegilisi eesmärke kajastavad
kvantitatiivsed eesmärgid (nt
kasvandike hariduslik edasijõudmine
/võimetekohane koolikohustuse
täitmine, huvialadega hõlmatute arv,
rahulolu teenusega, tö ötajate rahulolu
vms).
11
7. T h e s oc i a l s er v ic e p r o v i der d em ons tr at es org a n is a t io n ’s s uc c es s i n
s at is f yi n g th e n e eds a nd ex p ec t a ti o ns of t h e s oc i et y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
M K is ac t i v e i n s at is f yi ng t he n e e ds an d
ex p ec ta t io ns of th e s oc ie t y, a nd in
dem ons tr at i ng s oc i a l r es p ons i b il i t y
c on tr ib u t in g t o th e s oc i et y.
To be a war e a nd r es p o nd to
ex p ec ta t io ns of th e s oc ie t y , MK
c oo p er at es wit h o th er s er v ic e pr o v i ders
i n t he f ram es of U n i on f or Em pl o ye es of
S ubs t it ut e H om es a nd U n io n of
Ch i l dre n a nd Yo u t h S oc ia l W elf are
Ins t it ut i ons (MK is on e of t he
c of o un d ers of th e l at ter ) , c o ll a bo ra tes
wi t h f un de r ( d ir ec t l y wi t h T ar tu Co u nt y
G o v ernm en t and tr ou g h i t` s ye ar l y
rou n dt a b les f or m a in i nt er es t gr o u ps in
th e f i e ld of s u bs t it ut e hom e s er v ic e i n
th e c o u nt y) a n d l oc a l go v er nm ents . F. e.
th e m ai n c oo p er at i on par t ner s s t at e t h at
M K ac c e pts to tak e i n a l l c h i l dr en ( if
th er e ar e v ac anc i es ) , no m att er ,
wh et h er t h e y ar e wi th s p ec ia l n ee ds
(m ore “d if f ic u lt ” c l i e nts ) or n ot ; MK
res p o n ds s tr on g l y to t he ne e d t ha t
yo u n g p eo p le l ea v i ng s ubs t it ut e h om e
12
are b e tt er i nt eg r a te d t o t h e s oc ie t y, ar e
m ore i n de p en d en t i n t h e ir e v er yd a y l if e
an d ar e a b le t o c o p e e c on om ic a l l y.
V ar io us pr oj ec ts by MK ( f . e.
es t a bl is h in g n e w yo u t h f am il y i ns t e ad of
c h il dr e n f am il y in M K, wh en m ore
c l ie n ts b ec am e ol d er and n e ed e d
s pec i a l c o n di t io ns an d m ore
res p o ns ib i l it i es i n or d er to ad a pt b e tt er
wi t h i n de p en d en t lif e af ter s ubs t it ut e
hom e; es t ab l is h in g t wo s e p ar at e
ap ar tm ents f or yo u t h t o ad a pt b e tt er
wi t h i nd e pe n de n t l if e ) .
8. T h e s oc i al s er v ic e pr o v i d er dem o ns tr at es or ga n is at i on ’s s oc i a l res p o ns ib i l it y
thr o ug h ac t i vi t ies c on t r i bu t in g t o th e s oc i et y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
M K d em ons tr at e d c l e a r l y t he s uc c es s in
c on tr ib u t in g t o th e s oc i et y
MK h as be e n i n it i at or an d ac t i v e
par t ic ip a nt of d if f er e nt c om m uni t y - bas e d
e ve n ts a nd ac t i v i ti es . Bo t h M K` s s t af f
an d s er v ic e us er s ha v e do n e v o lu n tar y
work in l oc al e v en ts ( c le a ni n g
s urr ou n di n gs a nd ar e a s i n T ar t u ,
13
pre p ar in g f oo d f or e ve n ts of Ü lej õ e
Dis tr ic t) .
T here ar e s e ve r a l e v en ts ar r an g ed i n
c oo p er at i on wit h p ar t n er s / c h a it i es . F. e .
M K`s i n ha b it a nts ha v e p ar t ic i pa t ed in
ye ar l y Ch ris tm as Fa ir s f or c h i ldr e n f rom
s ubs t it ut e h om es etc .
One im por t a nt c o n tr i b ut i on to th e
s oc ie t y is th e us i n g of v o lu nt ar y work
(bo t h l oc al an d in ter n at i o na l) ,
i n vo l v em ent of p er s ons f r om m il it ar y
rep l ac em e nt s er v ic e a nd wi t h pr o ba t i on ,
par t ic ip a ti n g i n Bi g B r ot h er , B ig S is t er
proj ec t wh er e c h il dr e n ge t p er m an en t
o ld er f ri e nd ( no r m al l y s tu d en t) t o s p e nd
qu a l it y f r e e t im e wi t h a nd as s is t in g i n
s c ho o l work e tc . C ur r en t l y, vo l u nt e er
f rom T urk e y is wor k i n g i n M K .
T he ac t i v it i es r e l at e d to s oc i a l
res p o ns ib i l it y ar e r e f lec te d in M K`s
we bs it e.
9. T h e s oc i a l s er v ic e pr o v i d er h as a s t af f rec r ui tm ent a nd r e te n ti o n p o l ic y
th at pr om otes t he s e lec t io n of q ua l if i e d pe rs o n ne l b as e d o n r eq u ir ed
k no wle d ge , s k i l ls a n d c om pet e nc es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
M K has d oc um ent e d s taf f r ec r u i tm ent
an d s e l ec ti o n p o l ic y - doc um ents of
P ers o n ne l Po l ic y R u le s a n d Q u al i t y
14
Ma n ua l . T he pr i nc ip l es f or r ec r ui tm en t
an d s h ort d es c r ip t io n of th e pr oc es s of
rec r ui tm ent ar e gi v e n.
St af f is c h os en bas e d on t h ei r
c om pet e nc es , s k il ls , k no wle d ge (s ta t ed
in i nd i v i du a l job d es c r ip t io ns ) and
pre v i o us wor k l ex p e r i enc e. Pr i nc ip l es
of eq ua l op p or t u ni ti es and n on -
d is c rim i na t io n ar e des c r i be d in
doc um en t of P e r s o n ne l P o l ic y Ru l es .
10 . T h e s oc i al s e r vi c e pr o vi d er o per a tes i n c om pl i a nc e wi th m anda t or y
na t io n a l le g is l at i on , pr o v id i ng a p pr opr i at e w ork in g c o nd i t io ns , a d e qu a te a n d
agr e e d s t af f le v el a n d s t af f rat io , a n d a p p rop ri a te r e war d in g f or s taf f an d
v o lu nt e er s .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
M K`s doc um en ts a r e i n c om pl ia nc e wi th
na t io n a l l e gis l at i o n. I t is s t at e d i n t he
J ob M an a gem en t R u l e s , Q u a l it y Ma n ua l
an d i nd i v i du a l c on tr ac ts wi t h
em pl o ye es .
T he pr inc i p les f or s h o wi ng r ec o g n it i on
to em p lo ye e s a nd vo l un t eer s are
des c r i b ed in M K` s d oc um ent
Rec o gn i ti o n of Em pl o yees .
W ork plac e r is k as s es s m ent s ys tem is i n
p lac e a nd r e vi e w ed p er i od ic a l l y.
W ork ing c o n d it i ons a r e e v a lu a te d a n d
nec es s ar y ac ti o n p la n s ar e dr a wn u p.
15
T he r is k as s es s m ent is bas e d on
d if f ere nt j o b t yp es .
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.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
St af f d e ve l o pm ent a nd tr a in i n g ne e ds It is s u gg es t e d t h at d ir ec t qu es ti o ns o n
are as s es s e d a nd pr io r it is e d a n nu a l l y in th e c om pe te nc ies of M K`s p ers on n e l
MK b as ed on an n ua l p er f or m anc e c ou l d b e as k ed in s t a k eho l ders ` r o u n d-
re v ie ws of t he s t af f m em ber s , a nd ta b les or i n res p ec t i v e q u es t i on n a ire .
pres e nt e d i n M K` s T r a i ni n g P l an . S o, it is pos s i b l e (i n a d di t io n to
c om pet e nc e) t o i nd ir ec t l y e v a lu at e t he
Inf orm at i o n on at te n de d t r a i n in gs is
im pac t of tr a in i n gs
s a ve d i n f o l d er s an d s har e d i n s taf f
m eeti n gs . T r a i n in g m at er ia ls ar e m ade S oo v i tus on k ü s i da pers o na l i
ac c es s i b le f or a l l em p l o ye es . k om pet e nts us e k oht a ta g as is i d et
ots es t e k üs im us te ga h u v ip o ol t e
Inf orm at i o n on the ef f ec t i ve n es s of
üm arl au a l v õi t ag as is i d ek ü s i t lus es .
tra i n in gs is c o l lec t ed thr o ug h p er s o nn e l S el l is e lt o n v õ im al ik k au ds e lt h i nn a ta k a
s at is f ac t io n s ur v e y an d p er f or m anc e
k ool i tus te m õj u (k as k om pet e nts us o n
re v ie ws .
k as va n ud ).
12 . T he s oc ia l s er vic e pr o v i de r a pp l i es re q u ir em ents f or c om pet e n c e i n t h e
i de nt if ie d r o l es a nd f u nc t i ons of s t af f a nd e v a lu at es t hem o n a n nu a l b as is .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
16
T he c om pe t enc e r eq u ir em ents f or
em pl o ye es ar e d es c r i be d in t h e ir
i nd i v i du a l job d es c r i pt i ons an d ar e
re v ie we d a n nu a l l y.
T he perf or m anc e of s t af f is r e v ie we d i n
v ar io us wa ys . Re g ul ar ye a r l y
perf or m anc e r e vi e ws ar e c on d uc t e d.
S up er v is io ns an d wor k gu id a nc e ar e
c arr ie d o ut wi t h s taf f m em ber s . A ls o ,
dur i n g d ai l y s t af f m eeti n gs ( ro u nd-
ta b les ) c l i e nt wo r k m eth o ds a n d s pec if ic
d if f ic u lt c l ie nt c as es a r e d is c us s e d .
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 o n or ga n is at i on a l p erf orm anc e, s er v ic e de v e l opm en t a nd s taf f
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Pr i nc i p l es of i n v ol v em en t of s t af f in t h e
p la n ni n g an d e v a lu a ti on of s er v ic es are
des c r i b ed M K` s Q ua l it y M a nu a l. MK
rec o g n i zes s taf f as a us ef u l s o urc e t o
ga i n i nf orm at i on .
St af f s a t is f ac t i on s ur v e ys ar e c arr ie d
ou t in MK an d pe r f or m anc e r e vi e ws
(doc um en te d) ar e c on d uc t e d wh ic h
pro v i d e inf or m at io n f or p er s o nn e l
p la n ni n g a nd de v e l opm en t ( tr a in i n g
p la n). M i nu t es of s taf f m eet in gs to
d is c us s s er v ic es a nd po l ic i es of MK
wer e pr es en te d as p r o of .
17
14. The social ser vice provider has mechanisms in place to enhanc e
satisf action and mot ivat ion of staff
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Re g ul ar s taf f s at is f ac t i on s ur v e ys ( onc e
a ye ar) an d ye a r l y per f o r m anc e
re v ie ws / d e ve l o pm en t i n ter v i e ws ar e
us e d t o g ai n f ee d bac k on s a tis f ac t i on
an d m oti v at i o n of t h e s taf f .
Me as ur es t o e n ha nc e s at is f ac t io n an d
m oti va t io n are d e s c r i be d in the
doc um en t of “ R u l es f or R ec og n it i o n of
Em pl o ye es ” .
15 . T he s oc i a l s er v ic e pr o v i der as s ur es t he ri gh ts of pe rs o ns s er v ed ou t li n e d i n
a C ha r t er of R i gh ts wh ic h is b as e d on th e E U C h art er of Fu n dam en t a l
Ri g hts , t h e E ur op e a n Co n v en t io n f or th e P rot ec t i o n of H um an R i gh ts a n d
Fu nd am en ta l Fr e ed o m s of the C o unc i l of Eur o pe an d ot her i n ter n at i on a l
hum an r i gh ts c o n ve n t i ons , es pec i a l l y th os e e la b or at ed un d er t he U n it e d
Na t io ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
B as e d o n i nt er na t io n a l H um an R i gh ts
Co n v en t io n a nd ot h er r e l e va nt
i nt ern a ti o n al a nd E u r op e a n r e g ul a ti o n
M K`s Q u a li t y M a nu a l a nd R u l es of
18
Pr oc e d ur e c on t a in the r i gh ts and
r es tr ic t io ns of c l i e nt s s er v e d in the
S ubs t it ut e H om e. R ef er enc es to th e
i nt ern a ti o n al c o n v e nt i ons and ot h er
re le v a nt r eg u l at i ons a r e g i v en . Fo r th e
s taf f , t h e d oc um ent is pr es e nt e d in t he
em pl o ye e`s f o ld er a nd in inf or m at i o n
s ta n ds .
T he s t af f of MK d em ons tr a te d th e ir
k no wle d ge of th e r i gh ts and d ut i es
dur i n g in te r vi e ws a n d s ho we d t he ir g oo d
m oti va t io n to i nt r o d uc e a nd d is c us s
th es e pri nc i p les c on t in u ous l y wi t h
c l ie n ts .
T o e ns u re t h e ne w t e am -m em ber s ( inc l
v o lu nt e ers a n d tr a i n e es ) ar e a wa re of
th e d oc um en t a nd t h e n ee d t o i ntr o duc e
it t o t h e s er v ic e us er s , th e y h a ve t o s i gn
s pec i a l f o rm on i t.
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 a c e , r e l ig i o n or be l i ef an d s ex u al or ie nt a ti o n b ef or e rec e i vi n g t he
s er v ic es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n t hs Im pro vem e nt & de v e lo pm ents
T he r i gh ts a nd ob l i g at i ons of c l i e nts
s er ve d i n M K is in tr o duc e d i n d i v id u al l y
to t he per s o ns s er v ed by e d uc at ors
dur i n g th e f ir s t e v a l ua ti o n an d p l a nn i ng
m eeti n g. T he r i gh ts a n d r es t r ic t io ns ar e
19
a va i l ab l e ( in s im pl e wo r d i ng ) at
i nf orm at io n s t an ds of al l f am il y l i vi n g
room s of M K .
T he r ig h ts an d r es t r ic t io ns ar e
d is c us s e d c on t in u ou s l y wi t h s er v ic e
us ers (in m eet in gs , m inut es and
s i gn at ur es of p a r tic i p an ts wer e
pres e nt e d as pr oof ) .
T he p ers o ns s e r ve d d em ons tr a te d t he ir
go o d k no wl e d ge of t h e r ig h ts a n d d u ti es
thr o ug h t he in t er vi e ws .
17 . T he s oc i a l s er v i c e pr o v id er h as ac c es s ib l e c om pl a i nt m ana g em ent
s ys tem wh ic h r e gis t e r s f ee d bac k o n perf orm anc e f rom pers o n s s er v ed ,
purc h as er s an d o th er r e le v a nt s t ak eh o ld ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T here is c om pr e he ns i v e an d ac c es s ib l e In t h e we bs it e of M K t he inf orm ati o n o n
c om pl a in t m an a gem en t s ys t em i n M K . c om pl a in t m ana gem en t s ys tem c ou ld be
pres e nt e d (f .e. in the s ec t i on of
T here is Pr oc ed ur e f or Ha n dl i n g
f ee db ac k ) .
Pr op os a ls a nd C om pl a in ts i n M K . It is
pos s i b le t o c om pl ai n us in g th e box es of M K v e e bi l e he l e võ ik s vä lj a p a nn a inf o
c om pl a in ts an d pr o p os a ls i n t he M K, k aeb us t e m en et l em is e s üs t eem is t ( nt
s en d i ng a n e - m ai l or l et ter , or v i a f orm ta g as is i d e r u bri i g is ).
i n M K`s we bs i te .
T he pr oc ed ur e s t at e s r es p o ns ib i l it i es
c onc er n in g t he c om pl a i nt h a nd l i ng .
In h ab i ta nts of MK ar e i nf or m ed in
m eeti n gs a bo u t ot h er i ns t i tu t io ns t o
20
s en d t he c om pl ai n t / t o c a l l i n c as e no t
s at is f i e d wi th s o lu t io n of th e c om pl ai n t
i n M K ( or h a vi n g pr o b l em not s o l ve d i n
M K) . R es pec t i ve i t em s i n m ee t in g p l ans
an d s i gn e d m in ut es of m eet in g wer e
pres e nt e d as pr oof .
Dur i n g t h e i nt er v i e ws i t was c o nf i rm ed
th at s t ak eh o ld er s ar e a war e of t he r ig ht
to s u bm it a c la im in c as e of a ne e d b ut
s er v ic e us er s pr ef er s o l v in g pr ob l em s
thr o ug h d is c us s i on as th e y find
c om m unic a ti o n wi th s er v ic e pr o v i der
eas i er.
18 . T h e s oc i a l s er v ic e pr o vi d er res p ec ts t he f u nd am en ta l r ig h t t o s e lf -
de t er m in at i on of t h e per s o n s er ve d . T he y f ree l y de te rm ine t he ir po l i t ic a l
s ta tus an d f r ee l y p ur s ue t h e ir ec on om ic , s oc i al an d c u lt ur a l d e ve l o pm ent .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s e lf - d et er m in at i on r e la t ed To ev a l ua t e s e lf - de t erm in at i on at
pr inc i p les ar e d es c r i b ed in t h e Q u a li t y c o ll ec ti v e l e ve l i n M K , a n a n a l ys is (f . e .
Ma n ua l a n d i n th e Ru l es of E t hic s ; a nd us in g SW OT m eth o d) of ac t i v it i es
i n c as e of eac h s er v i c e us er s i n t he ir s up p ort i n g s e lf - d et er m inat i o n c o ul d b e
i nd i v i du a l p l ans . c arr ie d o ut in c ol l a bor at i on wi th c l ie nts .
E v al u at i o n of t he ac t i v it i es t o s u p p ort Hi n dam ak s k a k ol l ek ti i vs el t as an d i l M K
s e lf - de t erm in at i on o n i nd i v i du a l l e ve l is te g e vus i en es em äär am is e t o et a m is e l
c arr ie d ou t t hr ou g h e v a lu a ti o n of v õ ik s ig a - aas t as e l t lä b i v ii a SW O T või
i nd i v i du a l p l ans . m uu a n a lü üs i k o os t öö s k li e nt i de g a.
It b ec am e e v id e n t t hr ou g h th e
i nt er v ie ws a nd obs er v at i on t h at t h e s taf f
21
s up p ort e d th e c l i e nt s ` r ig ht f or s e lf -
de t erm in at i on and t he y we r e s er v ed
wi t h r es p ec t.
19 . T he s oc i a l s er v ic e pr o v i der f ac i l i ta t es th e pers o n s er v e d in c ho os i ng
an d h a v in g ac c es s t o ad v oc at es a nd / or s u pp ort i ng pers o ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he n ee ds of s up p or t ar e d et ec t e d i n
i nd i v i du a l m ee ti n gs wi t h the pers o n
s er ve d and the ne e ds ar e as s es s e d
c on t in u ous l y i n t he i nd i v i du a l p l an n in g
proc es s .
T he is s u e is c o v er e d i n t h e Q u a l it y
Ma n ua l .
T he p erf or m a nc e i n f ac il i ta t in g p ers o ns
s er ve d i n h a v in g ac c es s to a d v oc a t es
an d / or s u p por t in g p er s o ns h as b e en
e va l u at ed in per s o nn e l m eet i ngs .
P ers o ns s er v ed ar e i nf or m ed th a t t h e y
ha v e r ig h t to ap p l y f or r e p lac em en t of
s up p ort per s o n / e du c at or ( va l i da t ed
thr o ug h t he in t er vi e ws ) .
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
22
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he p ri nc i pl es to r es p ec t a nd as s ur e t h e
d ig n it y of th e p er s on s s er ve d, pr ot ec t
th em f rom und u e risk and pr om ot e
s oc ia l j us tic e ar e d oc um en t ed in t h e
Ru l es of Et h ic s , t h e i s s ue is c o v ere d i n
th e Q ua l it y M an u a l of MK , and in
ed uc at ors ` j o b d es c r ip ti o ns .
To ens ur e th at em plo ye e s a nd
v o lu nt e ers ar e a wa r e of the R u l es of
Et h ic s , t h e is s u e h as b ee n c o v ere d i n
pers o n ne l m e et i ngs an d d a i l y r ou n d -
ta b les .
21 . T he s oc ia l s er v ic e pr o v id er op er at es m ec han is m s wh ic h pr e ve n t t he
ph ys ic a l, m ent a l a nd f i na nc i al ab us e of u s ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he p o l ic y an d pr oc e dur es to pr e v en t T o e v a lu at e t he ef f ec t i v en es s of it s
ph ys ic a l, m en ta l a nd f i na nc ia l a bus e of proc e d ures c o nc er n i n g t h e wh ol e is s ue
pers o ns s er ve d ar e s t at e d in f o l l o wi n g of pr e ve nt i o n of p h ys ic al , m ent a l an d
doc um en ts : Q u a l it y Ma n ua l , Ru l es of f in anc i a l a b us e of p er s ons s er v e d, th e
Pr oc e d ur e; Saf et y Ru l es ; Cr is is P l an ; an a l ys is (f .e . SW O T , c as es ) in
G u id e l in es f or H el p i ng C h i ldr e n in c oo p er at i on wi th c l i en ts c o u ld be
Da n ger a nd N o t if yi ng ab o ut th e c on d uc t e d r e gu l ar l y i n c om in g ye ars .
Inc i de n t; Pr oc e du r e on P a ym e nts f or
Et hi n na t a k l i en d i f ü üs i l is e , v a im s e j a
Cl i e nts ` Bas ic N ee ds an d R es p ec ti v e
23
Ac c ou nt a nc y; a n d R e g u la t io n on P a yi n g f in an ts i lis e är ak as u ta m is e e n ne tam is e
S pe n d in g M on e y t o C l i en ts . en n et am is e a l as e te g e vus e ja
v as t a v at e pro ts ed u ur i de ef ek t i i vs us t,
T he re g u la t io ns an d gu i d el i n es f or
tu l ek s v al dk on d a j ä r gn e v at e l aas ta t el
pre v e nt i o n of ph ys i c a l, m ent a l and
an a l üüs i da k o os k li en ti d eg a (k as u ta d a
f in anc i a l a b us e of per s o ns s er v e d,
v õ ib nt SW OT ana l üüs i , j u ht um in e
d is c us s i ons ha v e b e en r e v i e we d
an a l üüs i) .
rec e n tl y and d is c us s e d in s t af f
m eeti n gs .
22 . T he s oc ia l s er v ic e pr o v i der pr o v id es s er v ic es i n a s af e s ys t em of
work i n g wi t hi n a s af e e n vi ro nm en t to e n s ure t h e p h ys ic a l s e c ur it y o f
pers o ns s er v ed , t he ir f am il i es a nd c ar e tak ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Ye ar l y r is k as s es s m e nts of th e work
p lac e h a ve be e n c o nd uc te d, r e la te d
ac t i on pl a ns c r e at ed an d ye a r l y
e va l u at ed .
S af et y r u l es a n d pr i nc i pl es ar e c o v er ed
i n M K`s Q ua l it y M an u a l , in t h e R u les of
Et h ic s , in the doc u m ent of Saf e t y
Ru l es ; Cr is is P l an ; a nd i n G u i d el i n es
f or He l p in g C h i ldr e n in Da n ger a nd
No t if yi n g a b ou t t h e I n c i de nt . A r e gu l ar
ris k a na l ys es ar e im pl em en te d to
pre v e nt r is k s to he a lt h and s af e t y
T here is Ac t io n Pl a n to Pr e v e nt R is k s .
Ins p ec t i on c er t if ic a tes p r o v e t h e s af e t y
of th e s e r vic e pr o v is i on p lac e. The
em pl o ye es h a ve t o s i gn s p ec ia l f o rm
th at t h e y ar e a war e of r eg u l at i ons on
24
Dur i n g t he i nt er v i e ws was v a l id at e d
th at h e al t h a n d s af et y is ens ur ed a n d is
im por ta nt t o p ic i n th e or g a n is a t io n .
23 . The s oc i a l s er v ic e pr o v i der d ef i n e s , d oc um ents , m on it ors an d
e va l u at es a s e t of pr i n c i pl es , va l ues a nd pr o c ed ur es t h at go v er n b eh a v i our
i n s er vic e d e l i ver y c o nt a in i n g as p ec ts of c o nf i de n ti a l it y, ac c u rac y, p ri v ac y
an d i n te gr it y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he pr i nc ip l es , va l ue s an d pr oc e d ures
th at i nf l u e nc e b eh a v i our in s er v ic e
de l i v er y ar e def in e d an d d es c r i be d in
M K`s Q u a li t y M an u a l , i n M K` s Ru l es of
Et h ic s , i n t he M K ` s R u l es of Pr oc ed ur e,
an d in the P r oc e d u r e of S er v ic e
Pr o v is i o n a nd r es p ec t i v e s ta n dar ds .
A l l s t af f m em ber s h a ve to s i gn th e
s pec i a l f or m to ex pr es s t he ir
a war en es s on all a bo v e m ent i on e d
pr inc i p les , v a l ues a n d pr oc e d ur es .
It was v a l id at e d t hr ou gh i nt er v i e ws th at
th e is s u e is im po r ta nt an d we l l -
m anag e d i n M K.
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 .
25
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he p o l ic y a n d pr oc e dur es f or as s ur in g
c onf id e nt i a li t y r eg ar d i ng th e pers o ns
s er ve d an d s e r vic e pr o v id e d t o th em are
def in e d in the d oc um ents of M K`s
Q u al i t y Ma n ua l , Pr i nc i p l es of
Co nf i d en t ia l it y a n d i n t he d oc um ent
Ru l es f or P r oc ee d in g De l ic at e P ers on a l
Da ta .
T he pr inc i p les ha v e b ee n e l a bor at e d
rec e n tl y. T he r e v is io n has b ee n p l a nn e d
f or 2 0 17 wi t h s t af f a n d s er v ic e us ers .
In th e i nt er v ie ws t he s er v ic e us ers
i nd ic at e d t h at t he y a r e a war e of t he ir
ri gh ts , inc l u d in g r i g ht f or c onf i d en t ia l it y
of d a ta .
25 . T h e s oc ia l s er v i c e pr o v i d er def in es th e r o les a n d r es po ns ib i l it i es ,
au t hor i ti es a nd t he i nt er r e la t io n of a l l p ers o n n el wh o m a na g e, d es ig n,
de l i v er , s up p or t a n d e v a lu at e t he s er v ic e pr o v is i o n to pers o n s er v ed .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he ro l es a nd r e s po ns i bi l i ti es of Inf orm at i o n on th e f unc t i o ns and
m anag em en t ar e d ef i ne d in M K`s res p o ns ib i l it i es r e l at e d t o t he s er v ic e
St a tu te , Q ua l i t y M a n ua l , a n d in M K`s pro v is i o n at M K`s we b s it e is n ot eas y to
hom ep a g e. f in d (c urr e nt l y i n t he s ec t i o n of
26
Ro l es a nd r es po ns i bi l i ti es of s p ec ia l is ts “Fe ed b ac k ”) .
wh o c om m unic at e d ir ec t l y wi t h c l i e nts
To s up po rt dif f er e nt s tak eh o l ders in
are doc um en te d in Q ua l it y Ma n ua l ,
Pr oc es s of S er v ic e Pr o v is i o n, a n d i n j ob f in d in g th e r i g ht p ers on t o c on t ac t wi t h
i n c as e of c er ta i n is s ues , it`s ad v is a bl e
des c r i pt i o ns of em pl o ye es a nd
to es t ab l is h th e s ec t i on of c on tac ts i n
i ntr od uc e d to c li e nt s in t he ir f irs t
m eeti n g wi t h M K` s s ta f f and in f ee d bac k th e M K`s we b p a ge or t o c om pl em en t
th e s ec t i on of “ A b ou t us ” wi t h c on t ac t
m eeti n gs . T he roles of s t af f ar e
i nf orm at io n ( +res p ons i b il i t ies ) .
i ntr od uc e d i n c l i en ts ´ m eet i ngs t o o i n
c as e of n e ed (new s taf f m em bers ,
Inf o ots e k li e nd i l e p a k uta v at e t ee n us t e
c ha n ges i n pr oc e d ur e s , etc ) . T he r ol es
os u t am is e ga s eo tu d ro l l id e ja
of a l l p ers o n ne l ar e g i v en i n M K`s we b
f unk ts i o on i de k o ht a on M K k od u l eh e l
pa g e.
ras k es t i le i ta v ( he tk el ru br i ig is
“T agas is i de ”).
In f irs t m e et i ng b et we e n c li e nt a nd
s pec i a l is t e v er y c li e n t g ets s u p por t in g
S el l ek s , e t er i n e va t el hu v i p oo l te l o lek s
pers o n wh o h e l ps h i m /her d ur i n g th e
v õ im al ik s el ge l t ar u s aa d a, k el l e p o o le
s er v ic e p er i od .
m ill is te k üs im us t e ga p öö rd u da , on
s oo v i ta v tö ö taj at e k ont ak ti d e j a ro l l i de
i nf orm ats io o n M K k od u l eh e l tu u är a
era l d i r ubr i i g is “ K on ta k tid” v õ i la i e nd a da
rub ri ik i “ M e is t” k on t ak ti de ja ro l l i de
an dm et eg a .
26 . The s oc i a l s er v ic e pr o v i der wo rk s in p ar tn ers h ip wi t h o t her
org a n is a t io ns i n t he pr o v is i o n of s er v ic es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
In s e r vic e p r o v is i on MK c oo p era t es
wi t h l oc a l m un ic i p a li t ies , s c h oo ls ,
ps yc h o l og is ts , doc t or s , pr o v id ers of
reh a b i li t at i on s e r vic es , f u n der ( c ou nt y
27
go v er nm ent ) , s up p or t f am il ies , NG O s
an d o th er or ga n is at i ons pr o v i d in g
s er v ic es a nd ar r an g in g e v e nts f or
c h il dr e n f r om s ubs t i tu te h om e e tc .
Ac t i v i ti es r e la t ed t o t h e m os t im port a nt
par t ners ar e d es c r i be d in an n ua l
ac t i v it y p l a ns .
A dd e d va l u e of its pa r t ner s h i ps is
e va l u at ed r eg u la r l y in M K` s s t af f
m eeti n gs a nd m eet i n g s wit h p ar t n ers .
Inf orm at i o n on a dd ed va l ue f rom
c oo p er at i on r e l at i ons h i ps is p r o v i de d i n
M K`s A n nu a l Re p or t . Inf or m at io n on
c oo p er at i on p ar tn er s is g i v en i n M K`s
we b s i te .
27 . T h e s oc i a l s er vic e p r o v i de r work s i n p art n ers h i p wi t h p ers o ns s e r ve d,
purc h as er s an d o th er s tak e ho l de rs i n th e d e v e lo pm en t of s er v ic es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he pr i nc i pl es of i n v o l vem en t t hr o ug h
c o ll ec ti n g f e ed b ac k ar e d es c r i be d in
M K`s Q u a li t y M a nu a l an d G u i d el i n es f or
Fe ed b ac k an d S at i s f ac t io n S ur ve y .
P ers o ns s er v ed , pu r c has er s a nd o th er
s tak e ho l de r s ar e i n vo l v e d in t he
de v e l opm en t of M K` s s er v ic es thr o ug h
m eeti n gs a nd f e ed b ac k s ur v e ys .
O n i nd i v i du a l bas is , th e i np u t t o th e
s er v ic e d e v e lo pm en t i s r ec e i ve d f rom
28
th e de v e l opm en t an d e va l u at i on pr oc es s
of c li e nts ` in d i v id u a l p l ans .
28 . The s oc i a l s er v ic e p ro v i de r inc l ud e s p ers o ns s er v ed as ac t i v e
par t ic ip a nts in p la n n in g a nd h a ve s et u p ap pra is a l m ade up of on - go i n g of
an o n- go i ng s tr uc t ur e d d i a lo g u e pr oc es s in th e m an ag em en t of t h e s er v ic e ,
i nc l u d in g th e d ef i ni t io n of th e n ee ds , t h e d ef i n it i on of t h e s er vic es , as we l l
as of t h e e v al u at i on of q u al i t y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he pr i nc i p l es a nd p r oc e d ur es f or th e
i n vo l v em ent of p er s o ns s er v e d in th e
s er v ic e m a na g em ent ar e d es c r i be d i n
M K`s Q u a li t y M an u a l , Pr oc e du re f or
S er v ic e De l i v er y, a nd in G u i de l i nes f o r
Com pi l a ti o n of I nd i v i du a l De v e l opm en t
P la n a n d Ac ti o n P l an .
T he m ain m eth o d f or i n vo l v i ng pers o ns
s er ve d is in d i v id u a l p l a nn i n g (i nc l
i de nt if yi n g c l i en t` s n ee ds , pl a n ni n g
s er v ic es , a nd e va l ua t i on of s er v ic es ) i n
th e f ram es of c om pi l at i on an d
e va l u at i on of c li e nt` s in d i v id u al p la n,
c on d uc t i ng of em po we r i ng
29
m eeti n gs wi t h c l i en t` s r e ha b i li t at i on
te am . Fin a l l y, c l ie nts s ig n t he ir
i nd i v i du a l d e v el o pm en t p la ns a n d ac ti o n
p la ns .
T he c ri t eri o n was ver if i e d a ls o t hro u gh
ex p l or i ng c l ie n t f il es a nd th ro u gh
i nt er v ie ws wi t h s t af f a nd c l ie nts .
29 . T he s oc i al s er v ic e pr o v id er i ns t it u tes an a nn u a l e v a l ua t io n of
par t ic ip a ti o n of per s o n s s er v e d bo t h o n i nd i v i du a l a nd / or gr ou p b as i s .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he p os s i b i l it i es a nd ac t i v it i es f or c l i en t T o ens ur e un d ers t a n d in g of a l l c l i e nts
par t ic ip a ti o n ar e a gr ee d wi th pers o ns on t h e ir p os s ib i l it i e s an d ri g ht to
s er ve d . T he c l ie n ts ` r i gh ts to be par t ic ip a te in s er v i c e d e v e lo pm en t,
i n vo l v ed in t he m an ag em ent of s er v ic es res p ec ti v e q ues t io ns c ou l d be a dd e d t o
are d es c r ib e d in th e R i g hts a nd th e de v e lo pm en t c on v ers a t io n f orm (f .e .
Res tr ic t i ons of C l i en t s S er ve d a nd i n ex p l a na t io n on d if f e ren t pa rt ic ip a ti o n
M K` s Q u a li t y M a nu a l . pos s i b i li t ies a nd q ue s ti o n o n wh et he r
th is is s uf f ic i e nt) .
At c o ll ec ti v e le v e l, t he e va l u at i on of
par t ic ip a ti o n p o l ic y, pr oc e d ur es a nd S el l ek s , e t k in d l us t ad a k õi g i k as va n d ik e
ac t i v it i es ar e c ar r ie d ou t b y c on d uc t i n g arus a am s el l e k oh ta , et n ad v õ i v ad j a
SW OT ana l ys es of pr o c ed ur e, m e as ur es s aa v a d te h a et te p an ek u id t e en us e
an d ac t i v it i es f or i n vo l v em ent of c li e nts are n d am is e k oh t a , võ ik s ka
an d t h ei r tr us t ees ( c l i e nts ` i np ut thr o ug h are n g u ves t lus s is a ld a da la ps el e
i nt er v ie ws ) . arus a a da v as v orm is s e lg i tus t, k ui d as ta
s aa b os a l ed a n in g k üs im us t os a l em is e/
P ers o ns s er ve d c a n a ls o g i v e f ee db ac k k aas ar ä äk im is e p i is a v us e k oh ta .
on r ec e i ve d s er v ic es an d i n vo l v em ent
proc e d ures at c l i en ts ` m eet i n gs
(m inu tes wer e pr es e n t ed) .
30
30 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s pec if ic i ns tr um ents f o r us ers t o
im pr o v e t he ir pe r s o n a l em po werm e nt a n d pers o na l s it u at i on a nd . t ha t of
th e ir c om m un it y
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Em po werm en t of p er s ons s er v ed is a n
i nt egr a l p ar t of s er v ic e de l i ve r y. R e la t ed
ac t i v it i es wer e e vi d enc e d in s er v ic e
de l i v er y pr oc es s es a nd br ou g ht o u t i n
i nt er v ie ws wit h staff and p ers o ns
s er ve d . In d i v id u a l p l ans ar e c om pi le d
an d s i nc e 20 1 5 us in g ne w f or m s wi th
gu i d el i n es e ns ur e t h e ad e q u a te us a ge
of it . G en er a l pr i nc i p les of
em po werm en t ar e br o ug h t o ut in Q u al i t y
Ma n ua l .
B es i d es p ar t ic i pa t io n in i n di v i d ua l
p la n ni n g and e v a lu at i o n, an d
par t ic ip a ti o n i n c li e nt m eet in gs , c l ie nts
are pr o v id e d dif f er en t o p por tu n i ti es to
de v e l op t h e ir s k i l ls to c o pe
i nd e pe n de nt l y a nd to m anag e th e ir o wn
l i ves (b e g in n i ng wit h d ec is i o n on t h ei r
ho b b ies , m ak ing ot her c h oic es ,
prac t ic in g c op i ng s k i l ls in e v er yd a y
bus i n es s ou ts id e of s u bs t i tu te hom e,
etc ) .
In d i v id u al s uc c es s s t o r i es a nd in d i v id u a l
p la ns we re p r es e nt ed as pr oof of v is ib l e
res u l ts i n em po wer m e nt .
31
31 . T he s oc i a l s e r v ic e pr o v id er o p er a tes s pec if ic m ec h a n is m s f or
es t a bl is h in g a n em po w er in g e n v iro nm en t.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Em po werm en t of p er s ons s er v ed is a n
i nt egr a l p ar t of s er v ic es de l i v er y.
Pr i nc i p l es of em po we r m ent are
reg u l at e d in MK`s Q ua l i t y M a nu a l.
Re l at e d ac t i v it i es wer e e v i d enc e d in
s er v ic e d el i v er y pr oc e s s es a n d br o ug h t
ou t i n in ter v i e ws wit h s taf f an d p ers ons
s er ve d .
T hrou g h in d i v id u a l p la n n in g an d
e va l u at i on pr oc es s ( ev a l ua t io n /
f ee db ac k s he ets ) th e ap pr opr i at e
em po werm en t m eas ur es are
de t erm in ed .
St af f m em ber s ar e t r a in e d t o s u p p ort
th e em po wer m en t of s er vic e us ers
(res pec t i ve e d uc a t io n a l b ac k gr ou n d or
c om pl em e nt ar y t r a i n i ngs ) a nd th e
s ubj ec t is d is c us s ed dur i n g M K` s s t af f
m eeti n gs .
To es ta b l is h m or e em po wer i n g
en v ir o nm ent , a s pec i a l f am il y ( s ep ar at e
room s a nd a da p ta t io n a p ar tm en ts wi th
s pec i a l ru l es ) f or you t h h a ve been
es t a bl is h ed t o g i ve t hem p os s ib i l it y t o
arr an g e t he ir l if e m or e i n de p en d en t l y
ap ar t f rom yo un g c h i ldr e n. E duc a tors
a ls o e nc o ur ag e yo u t h a n d c hi l dr en t o
i ni t ia t e d if f er e nt pr oj e c ts ( th e y c om pi l e
32
proj ec t / ac t i on pl a n a n d im pl em en t it) t o
prom ot e em po wer m en t ( s uc c es s s t or ies ,
ph o tos , A n nu a l Ac t i v it y r ep or t wer e
pres e nt e d as a pr o of ) .
32 . T h e s oc i a l s er v ic e pr o v i d er s el ec ts pr ogr am m es wh ic h ar e bas e d on a
ne e ds as s es s m en t a t th e loc a ti o n wh ic h i s m os t c on v e n ie nt f or th e pers o n
s er ve d , f am i l y a nd c a r e tak er s
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
M K h as a n o ver v i e w of th e n e eds of th e M K c o u ld pr o v id e in f orm ati on i n it`s
pers o ns s er v e d a nd th e n ee ds of we bs it e on t he ac c es s by p u bl ic
po t en t ia l p er s ons s er ve d ( in d i v id u a l tra ns por t at i on .
p la ns and r e ha b i li t at i on pl a ns of
M K v õ ik s om a k odul e he l pak k uda i nf ot
pers o ns s er v ed inc l ud i n g c on t in u it y
ne e ds , c li e nts ` f e ed b ac k s ur v e ys a nd ka üh is tr a ns p or di g a M äe - k od us s e
k oha l ej õ udm is ek s .
i nf orm at io n f r om c l i en ts ` m ee t in gs ,
i nf orm at io n f r om c oo per a ti o n p ar tn ers
(f .e. re pr es en ta t i v es of loc a l
go v er nm ents an d f un d er ) , ge n era l
po p u la t io n s t a tis t ic s ) . To un d er s t an d
th e n ee ds of p ot e nt i a l c li e nts a n d ot h er
s tak e ho l de r s r e l at e d to th em th e
m anag em en t of MK p ar tic i p at e
reg u l ar l y i n r o u nd - t a b les ar r an g ed b y
f un der (c o un t y g o v er n m ent) a n d i n th e
work of as s oc ia t i ons as s em b li n g
s ubs t it ut e hom es and em pl o ye e s of
s ubs t it ut e h om es .
M K of f ers i ts s er v ic es i n 2- f l o or s h ous e
wh er e t he r o om s of thr e e f am i l ies a nd
t wo a par tm ents f or yo ut h + c om m on
33
an d s t af f r oom s ar e s i tu at e d . The
ho us e has l ar ge g ar de n f or o ut d oo r
ac t i v it i es . T he l oc at i on n ex t to c it y
c en tr e in pe ac ef u l s ur r o un d i ng is
f av o ura b l e b ec aus e of ac c es s to
s c ho o ls a n d ot h er s er v ic es . I n c as e of
m an y c l ie nts , f am il y m em ber s a nd
s up p ort f am il i es l i ve in s am e c i t y.
T here is n o wa i ti n g l is t t o t he M K.
In c as e c l i e nts d o n ot m atc h we l l i n
s p it e of as s is ta nc e t o s o l v e pr o b lem ,
ed uc at ors tr y to f i nd bes t s o lu t io ns f or
th em , f .e. l i v i ng in s ep ar at e f am il i es
an d c ert a i nl y n ot i n s a m e r oom . In c as e
s om e c l ie n t s l ik e t o l i v e t og et h er ( no t
a lo n e) wi th a n ot h er c l ie n t, th er e ar e
s om e ro om s of t wo f or t hem .
Inf orm at i o n o n t h e lo c at i on of M K is
pro v i d ed in t h e M K` s we b s i te ( m ap) .
33 . T he s oc i a l s er v ic e pr o v id er of f ers pr o gram m es c ons is t en t wi t h th e
i de nt if ie d n ee ds of i ts c us t om ers an d o bj ec t i v es f or t h e pr ogr am m e.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
M K c o op er at es wi t h pur c h as er s /l oc a l T here ar e m an y obj ec t i v es an d
go v er nm ents a n d f u n d in g b od y (T art u res p ec ti v e res u lts bro u g ht o ut in
Co u nt y G o v er nm e n t ) and has A nn u a l P l a ns a n d A nn u a l R e por t on
de t erm in ed t he ir n ee ds a nd ho w t o im pro ve s er v i c es - a t t he l e ve l
ex p ec ta t io ns . C o ntr a c t s ha v e b ee n of ap pr oac h es (f .e. em po werm ent ,
s i gn e d wit h f un d in g bo d y t o pr o v id e par t ic ip a ti o n) a nd ac ti v i t ies (f .e .
s ubs t it ut e h om e s er vic es . im pl em ent a ti o n o f EQ UA S S q u a l it y
34
T he n e e ds of d if f er en t s tak e ho l de rs s ys tem or de v e lo pm en t of s er v ic es ) .
ha v e be e n d is c us s ed dur i n g m eet i ngs T hou g h, it is s u g ge s te d to i n d ic a t e
an d d a il y c o o per a t io n ( thr o ug h e - m ai ls , m ore c l e arl y in A n nu a l P la ns a nd
ph o ne ) . Se v er a l c ont r ac ts a nd A nn u a l R e p orts s p ec if ic o bj ec t i ves a n d
c oo p er at i on agr e em ents ha v e be e n res u l ts a t c o l lec t i ve l e ve l a gr e ed wi th
s i gn e d wi t h s tak e ho l d er s . f un der an d d ec id e d i n MK t o m eet t he
ne e ds of s oc i e t y (f .e . pr o v id i n g h i g h -
O bj ec t i ves of M K` s s e r v ic es ha v e b e en
qu a l it y s er v ic e ( i nc l c l i en t s a tis f ac t i on) ,
s ta te d in Q ua l i t y M an ua l , A n nu a l P l a n
s up p ort i n g c l i e nts in th e ir e d uc a t io n ,
an d at i nd i v i d ua l l e ve l in c li e nts ` ens ur e f u lf ilm en t of re h ab i l it a ti o n
de v e l opm en t p l ans .
p la ns , etc ) t o k e ep t h e s e i n c e ntr e.
T he s uc c es s a nd r es u l ts of t h e ex is t in g
A as t ap l a an i d es j a t eg e vus ar u an d es o n
s er v ic es ha v e be e n d e ter m i ne d a n d ar e v ä lj a t oo d ud m itm ei d e es m ärk e ja
des c r i b ed in R e v ie ws of A nn u al P la ns
tu l em us i t ee n us e p are n d am is ek s nii
an d i n A n n u al R e por t s ( f .e. r es u lts i n
l äh e nem is v i is i d e k ont ek s tis (n t
pro v i d i ng a nd d e ve l op i n g s u bs t i tu t e j õus tam i ne , os a lem in e ) k u i te g e vus t e
hom e s er v ic e ) ; an d a t i nd i v i du a l l e v e l
(nt EQ U AS S k v a li t ee d is üs t eem i
i n i nd i v i du a l p l ans of p er s o ns s er v e d.
rak en d am ine võ i t ee n us t e ar en d am is e
er in e v ad as p ek ti d (n t te e nus e
os u t am is e f ü üs il i ne k es k k ond ,
pers o n al i ar en d am in e ). S o o vi t a v on
aas t ap l aa n i des ja t eg e v us a ru a nn et es
s e lg e lt v ä lj a tu u a ka nn tu um - võ i
m õj uees m är gi d k o l l e k tii vs e l tas a nd i l ,
m is on k ok k u l ep i tu d r ah as taj ag a j a m is
v as t a v ad üh is k on n a oo t us t e le (m il l e
s aa v u tam is ek s k ogu ar e nd us t e ge v us
pa n us t a b) – nt k v a l it e ets e te e nus e
os u t am in e, s aa v u tus e d l as te l e
v õ im etek o has e h ar i dus e t a gam is e l,
r eh a b i li t ats i oo n ip l a an i de e l l u v i im is e
ta g am in e ) .
34 . T h e s oc i a l s er v ic e pr o v i d er o p er at es i nd i v i du a l pr oc es s es t ha t are
dr i ve n b y t h e ne e ds of t he pers o n s er v ed .
35
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A l l re l at e d i nf or m at i o n is d oc um en t ed It is s u g ges t ed t o us e c li e nt`s o wn
i n i n di v i d ua l p la ns of per s o ns s er v e d wor d i ng ( in ad d it i on to pr of es s io n a l
wh ic h was ver if i e d by ex am p les of term i no l og y) wher e pos s i b le in
c l ie n t d oc um ent a ti o n s e en d ur in g th e In d i v id u al P l a ns to ens ur e be tt er
s it e vis i t. un d ers t a nd i n g, o wn ers h ip and
m oti va t io n of c l i e nt s to im p lem en t
Ne e ds of p er s ons s er v ed ar e d is c us s e d th es e p la ns .
an d agr e ed f r om th e m om ent c l i e nts
are en t er in g t he s er v ic e an d ar e S oo v i tus k as ut ad a
m onit or e d c o n ti n u ou s l y dur i n g the i nd i v i du a a lp l aa n i des , k us võ im al ik ,
s er v ic e pr oc es s . I n d i vi d ua l s er v ic es k as va n d ik e om i s õn as tus i ( l is ak s
nec es s ar y f or c l ie nts ( des c r i b ed i n t h eir prof es s i o n aa ls e le ter m ino l oo g ia l e) , et
In d i v id u al P la ns , and Re h ab i l it a ti o n ta g ad a k as v a nd ik e p a rem arus a am in e,
P la ns ) ar e ar r a n ge d. om an ik ut un n e ja m ot i v ats i oo n om a
p la a ni d e r ak en d am is e k s .
In d i v id u al P l a ns ar e c om pi l ed bas e d o n
G u id e l in es f or C o m pil i ng C l i e nts `
In d i v id u al P la ns . O l d er c l i en ts ( yo u t h)
draf t t h ei r pl a ns b y th em s el v es . C l ie n ts
s i gn t h e pr in t - ou ts of I nd i v i du a l P l a ns .
35 . T h e s oc i al s e r vic e pr o v id er d oc um ents t he p l a nn i n g of s er v ic e s b as e d o n
th e id e nt if ic a ti o n of in d i vi d ua l n ee ds an d ex pec t at i ons of p ers ons s er ve d i n
an I n d i vi d ua l P la n.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e p ro v i d e rs m eet t h is
c rit er i on t h e EQ U A S S As s ur a nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
36
S er v ic e us er s of M K ha v e In d i v id u a l A lt h ou g h t h e f orm a nd t he G ui d e li n es
De v e lo pm en t P l a ns an d Ac t i on P l ans f or Com pi l at i o n of Ind i v i d ua l
th at c o nt a i n des ir e d s i tu at i o n of th e De v e lo pm en t Plan an d Ac t i on P l an
pers o ns s er ve d, g oa ls , m eas ura b l e f ores ee t he s i g n in g of th es e doc um en ts
obj ec t i v es , i nt er v e nt i o ns , an d pe r s o n ne l b y c li e nts , t h er e wer e s om e n on - s i g ne d
res p o ns ib l e. doc um en ts am ong t h es e (t h ou g h the
proc es s of d e ve l o pm en t c o n ver s a t io ns /
E ac h I n d i vi d ua l D e v e l opm en t P l a n a nd
e va l u at i ons was on g o in g/s t i ll in
Ac t i o n P l a n is a gr e e d b y th e pers o n
pro gr es s ). T h is ref ers to n e ed f or r e v ie w
s er ve d a n d h is / h er f am il y m em ber or th e is s u e wit h t he s t af f and im pl em ent
trus te e , s u pp or ti n g ed uc a t or , an d
i nt ern a l c o ntr o l i n t h is are a .
rep res e nt at i v e of loc a l g o v er nm en t .
K ui g i i nd i v i du a a ls e are n g uk av a ja
Dur i n g t he i nt er v i e ws wi t h c l i e nts it wa s te g e vus p la a n i v orm ni ng j uh is s e d a e tt e
pro v e n t h at i n d i vi d ua l p la ns ar e agr e ed
nä e b, e i o l nu d k õik j uh us l ik ul t v a l it u d
wi t h t hem . O ld er c l ie n ts m ade pr op os a ls
i nd i v i du a a ls e d a r en g uk av a d ja
f or I n di v i d ua l Pl a ns b y t hem s e l ves . te g e vus p la a n id k a s v an d ik e p oo l t
a llk irj as t a tu d, ( are ng uk a v ad e /
te g e vus p la a n id e h i n dam is per i o od oli
s i is k i al l es p oo l e l i). S ee v ii t ab t öö t aj a te
tä i en d a va j uh e nd am is e j a s is ek on tr ol l i
v aj a d us e l e s e l les v al d k onn as .
36 . T he s oc i al s er v ic e pr o v i d er i d e nt if i es , d oc um en ts , a nd m a in t ai ns t he k e y
s er v ic e d e l i ver y pr oc es s es t o th e p ers o ns s er v ed in l i n e wi th its vis i o n,
m is s io n s ta t em ent a n d q u al i t y p ol ic y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
37
T he m ai n s er vic e d e li v er y pr oc es s es are
i de nt if ie d a nd d es c r i be d in M K`s
S er v ic e D e l i ver y Pr oc es s a nd
St a nd ar ds , an d i n Q u a l it y M a nu a l .
T he m ai n s er vic e d e li v er y pr oc es s es are
reg u l ar l y r e v i e we d in i n t he M K` s s taf f
m eeti n gs . The m a in s er v ic e d e l i ver y
proc es s es ar e i n l i ne wit h M K` s v is i o n,
m is s io n a n d q u a li t y p r i nc i p l es a n d wit h
obs er v at i o ns m ade by T ar tu Co u nt y
G o v ernm en t a nd C h a n c e ll or of J us t ic e .
37 . T h e s oc i a l s er v ic e pr o v id er r e vi e ws th is d e l i ver y p roc es s a n d m ain t ai ns
c on tr ol o ver t h e d el i v e r y of th e s er v ic e.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Re g ul ar m ee ti n gs , c h ec k s an d r e v i e ws
are c o n duc t ed b ot h i n MK t o as s ure
m aint a i n in g c o ntr o l o v er th e d e li v er y of
s er v ic es . T he m ai n c h ec k s an d r e v i e ws
are r ef l ec te d in t h e a nn u a l p l an an d in
A nn u a l Re p or t .
In t h e f ram es of im pl em ent i n g EQ U A S S
qu a l it y m od el , a l l pr o c es s es r e la te d t o
s er v ic e d e l i ve r y wer e ex am i ne d and
des c r i b ed i n pr oc e d ur es a n d s t a n dar ds
wh er e th es e d oc um en t s m is s ed s o f ar .
38
38 . T he s oc i a l s er v ic e pr o v id er e ns ur es th at the pers o n s er v ed c a n ac c es s a
c on t in u um of s er v ic e s th at s p a n f rom ea rl y i n ter v e nt i o n to s u pp or t a nd
res p o n d t o c h a ng i n g r eq u ir em ents o v er t im e .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
M K e ns ur es t h at t h e p er s o ns s e r ve d c a n
ac c es s a c o nt i nu um of s er v ic es as
ne e ds of pe r s o ns s er v ed ar e e va l u at ed
an d d es c r ib e d in i n d i v i du a l pl a ns . T he
e va l u at i on of c o nt i nu i t y of s er v ic es is
po i nt e d ou t in M K` s a nn u a l ac t i v it y
p la ns a nd in c l ie n ts ` I nd i v i du a l P l a ns .
In c o op er at i on wi t h s tak e ho l de r s a n d
par t ners (m un ic ip a l g o ver nm en ts , o th er
s er v ic e pr o v id er s , s c h oo ls , NG O s , etc ) ,
M K a ls o tak e s c ar e t ha t t h e ir pers o ns
s er ve d c ou l d g et n ec es s ar y s er vic es
an d s u pp or t af t er l e a v in g f r om M K`s
s er v ic es . Fo r ex am pl e, M K k eeps in
to uc h wit h t h e ir f or m er c li en ts an d
s up p orts t h em if n ec es s ar y.
39 . T h e s oc i a l s er v ic e pr o v i d er d e ve l o ps a s e am les s c o nt i n uum of s er v ic es a n d
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 the au d i tor : T he s er v ic es of the s oc ia l s er v ic e pr o v i ders m ee t t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
39
In i ts e v er yd a y ac t i vi t i es , M K i d en t if i es In t h e M K`s An n u al Re p ort c ha l l en g es
bar ri ers to s m oot h an d c o nt i nu o us of MK i n d e li v er i ng h i gh qu a l it y s er v ic es
s er v ic e de l i v er y, a n d to ac c es s i bi l i t y of c ou l d b e ex pr es s ed m ore c l ea rl y (f . e. i n
th e ir s er v ic es . M K r e por ts on s o lu t io ns s pec i a l s ec t io n) t o b e vis i b le f o r t hem
to s uc h pr o bl em s i n i ts A nn u al Ac t i v i t y wh o c o u ld h e l p s o l ve t he pro b l em s .
Re p orts . Pr o b l em s ar e ad dr es s e d in
m eeti n gs a nd c or r es p o nd e nc e wi th MK t e ge v us ar ua n des / a as ta ar ua n des
i ns t it u ti o ns a nd c o o per a ti o n p art n ers v õ ik s tuu a MK vä lj a k uts e d s e lg em al t
wh o c o u l d s o l v e pr o b lem s ( f .e. T art u v ä lj a (n t ar ua n de e ra l d i os as ) , et ne e d
Ci t y G o ver nm en t, pr i v at e c om pa n i es , o lek s i d s e lg e lt n ä ht a va d n e il e , k es
an d c h ar it i es ) . s aak s i d a i da ta .
M K has m ult i d is c ip l i nar y a p pr oac h i n
th e ir s e r vic e d el i v er y. Fo r t ha t they
c oo p er at e wi th s c h o o ls , pr o vi d ers of
rec r ea t io n al ac t i v it i e s , r eh a bi l i ta t io n
te am s of the ir c l ie nts ( in d i v id u a l p l ans
ge t i n pu t f r om r eh ab i l it a ti o n p l ans ) ,
ps yc h i atr is ts a n d o th er p h ys ic ia ns ( in
c as e of tr e atm en t ne ed e d) , a n d o t her
par t ners / s e r vic e pr o v i ders
(m unic i pa l it y, NG O s , e tc ) .
T o pro v i de c h i l dr en s af er e n v ir onm en t
m an y s pec i a l is ts v is i t c h i ld r e n in M K
(f .e. i ns t ea d of th e ne e d to go to
hos p it a l or t o t he ps yc ho l o gis t` s of f ic e).
40 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s er v ic es f rom a h o l is t i c a p pro ac h
bas e d o n t he ne e ds a nd ex p ec ta t io ns of t h e p ers o n s er ve d wit h th e a im of
im pro v i ng t h e qu a l it y of lif e f or t h e pe rs o n s er ve d .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
40
MK us es c l i e nt - c en tr ed ho l is tic
ap pr o ac h , wh ic h aims to im pr o ve
c l ie n t`s q ua l i t y of l if e . Det er m i na t io n of
qu a l it y of lif e of e ac h i nd i v i du a l s er v ic e
us er is i n te gr at e d in to p er s o n - c e ntr e d
p la n ni n g. R es pec t i ve go a ls i n i nd i v i d ua l
p la ns ar e s et in c oo p er at i on wit h
s er v ic e us er s .
T he q ua l i t y of l if e i n it i at i v es `
ef f ec t i ve n es s is m o ni tor e d; r es u lts a re
m eas ur ed and r ep or te d in in d i v id u a l
p la ns . At c o l l ec t i v e l e v e l, t he qu a l it y of
l if e is a ls o m on it or ed a nd r e p ort e d
thr o ug h c l i e nt s a t is f ac ti o n s ur v e y.
41 . T h e s oc i al s er v ic e pr o vi d er i d en t if i es t he ne e de d c om pe te nc es , s k il ls
an d s u p por t f or s taf f t o e nh a nc e t h e qu a l it y of lif e f or p ers o n s er v ed .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he n ec es s ar y s k il ls an d c om pe t enc es T o br in g t h e at te nt i o n of th e em pl o ye e
are d es c r i be d i n j o b d es c r ip t io ns . T hes e an d he r/ h is s u p er v is o r o n t he n e ed to
are e v a lu a te d a nn u a ll y d ur in g e va l u at e em pl o ye e`s s pec if ic s k il ls a n d
em pl o ye es ` per f or m anc e reviews. c om pet e nc es to s u pp ort l if e qu a l it y of
T rai ni n gs ar e pr o v id ed t o em p lo ye e s , s er v ic e us ers ( an d ot her c e ntr a l is s ues
wh ic h was e v i de nc ed b y tr a i n i ng p l ans re la te d to c l i en t work , f . e.
an d i n ter v i e ws . em po werm en t), t he s ec ti o n of
e va l u at i on of s k i l ls a n d c om pet e nc es of
th e pr e pa ra t io n f o rm f or an nu a l
perf orm anc e r e v ie w c ou l d be
s up p l em ent e d wi t h r es pec t i ve k e ywo r ds .
41
S el l ek s , et tuua t öö t aj a ja t em a
s up er v i is ori / j uh i tä h el ep a nu v aj ad us e le
h in n at a ar e ng u v es t l u s e k äi gus tö ö taj a
s pe ts i if i l is i os k us i ja k om pet e nts e
k lie n d i e l uk va l i te e d i t oe tam is ek s
(s am ut i te is i o l u lis i k l ie n d it öö
k om pet e nts e na g u nt j õus t am in e), v õ ik s
are n g u ves t lus e v or m i os k us te ja
k om pet e nts i de h i nd am is e os as s e l is a d a
v as t a v ad m ärk s õna d/ n ä it ed .
42 . T h e s oc i a l s er vic e pr o vi d er i de nt if ies i ts bus i n es s r es u l ts a n d pr o vi d es
f orm al p er io d ic a n d i nd e pe n de n t re v i e w a nd pr oc e d ures to ac h ie v e t h e
tar g et ed r es u l ts .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
MK s et`s its o bj ec t i v es in th e f in a l
s ec t i on of A n nu a l Ac t i v it y R ep or ts an d
i n A nn u a l P la ns .
Res u lts ar e r e p or t ed i n A n nu a l Ac t i v it y
Re p orts .
Ex t er n al r e v ie ws ar e m ade by t he
f un di n g b o d y a n d C ha nc e l l or of J us t ic e
i n t h e f ram es of s u p er v is i o n. T he n ex t
s up er v is i on b y f un d i n g b o d y is p la n ne d
to b e i n 2 0 17 .
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 .
42
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
MK ga t her s and r e c or ds inf or m ati o n S ee a ls o i n d ic a tor 33 .
reg ar d in g r es u lts of pr o v i d i ng s er v ic es
It is s u g g es t ed t o pr e s en t in t he A nn u a l
bo t h on in d i v id u a l a nd c o l l ec t i v e bas is .
Re p ort th e ou tc om e s of s at is f ac t io n
At i n d i vi d ua l l e v el , t h is i nf or m at i on is s ur ve ys as o ne of th e c en tr a l
a va i l ab l e i n in d i v i du a l ac t i o n p l a ns an d c om pon e nt m e as ur i ng th e qu a l it y a nd
f in a l e va l u at i on r ep or t s / r es um es . be n ef i t f or s er v ic e us e r. In ad d it i o n, i t is
s ug g es t e d to c o l le c t s ys tem at ic a l l y
At c o l l ec t i v e le v e l, th e s um m ar y of
f ee db ac k f rom pre v io u s c li e nts ( a lum n i)
ac h i e v ed r es u lts a n d b en ef i ts of t he
to g et m ore i n- d e pt h i nf orm at io n o n t h e
rec e i v e d s er v ic es ar e a ls o m eas ur e d qu a l it y of s er vic es d e l i ver e d b y M K (t o
an d d is c us s e d in s taf f a nd c l i e nts
as k ab o ut s at is f ac ti o n wi th M K`s
m eeti n gs t wi c e a ye ar ( m inut es of th es e
s er v ic es , t o m on it or t he pr ogr es s i ng i n
m eeti n gs wer e pr e s en t ed) . S er vic e l if e).
us ers ` s at is f ac t io n on s e r vic es is
m eas ur ed o nc e ar e year b y c o n duc t in g A as t a t eg e v us a ru a nn et es võ ik s tu ua
s at is f ac t io n s ur v e ys an d r e p or t ed in v ä lj a k a k as v a nd ik e rah u l o lu - u ur in g ut e
A nn u a l R e por ts . Cor e q ua l it a ti v e tu l em us e d k ui ü h e d k es k s e d te en us te
i nf orm at io n is pr o v id ed to f u n der in k va li t ee t i ja k as us i d is e l oom us t a v ad
St a tis t ic s Re p or ts . an dm ed . L is ak s on s o o v it us k o gu d a
s üs t em aat i l is e lt t ag as is id e t MK
v i l is t l as t e lt , m is a n n ak s põ hj al ik um at
ta g as is i d et M K te e nu s e k va l it e ed is t (nt
rah u l o lu te e n us e g a pä ras t t e en us e lt
l ahk um is t, n äi t aj a d, m is võ im al da v a d
m õõta v i l is tl as te e l us ed as ij õ u dm is t
j ne) .
44 . T he s oc ia l s er v ic e pr o v i d er e v a lu a tes i t s bus i nes s r es u lts i n ord er to
de t er m in e b es t v a lu e f or p urc has ers a nd f u n ders ( ‘b e s t v a lu e ’ c a n a ls o be
ex pr es s e d in r e l at i o n to t he i nc r e as e d q ua l i t y of l if e of f er ed t o t h e pers o n
be i n g s er v ed) .
43
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
M K g ets f e e db ac k on i ts r es u lts a nd
ad d ed v a lu e of its wor k thr ou g h
arr an g in g r ou n d - t a bl e s wi th pur c h as e r
(l oc a l go v er nm ents ) a nd f u n der ( c o un t y
go v er nm ent . M i nu tes wer e pr es en t ed
as pro of . T h e bes t ad de d v a lu e of M K`s
s er v ic es (m ent i o ne d a ls o in in te r vi e ws )
was ( i n c as e of p l ac es a va i l ab l e) tak i ng
in al l c h i l dr e n n e ed i n g pl ac e in
s ubs t it ut e h om e wit ho ut dif f er en t i at i ng
be t we en m or e an d l es s pr ob l em at ic
c h il dr e n. A l l h a ve b e en t ak en c ar e of
In d i v id u al pl a ns of s er v ic e us er s ar e
reg u l ar l y e v al u at e d inc l ud i n g l if e
qu a l it y is s u e wh ic h e n s ur es t h at a d de d
v a lu e of t h e s er v ic es f or qu a l it y of l if e
is m on it or ed . T o h a ve c om ple t e v i e w at
c o ll ec ti v e l e ve l , the d is c us s i o ns on
s er v ic e us er s ` i nd i v i du a l p l a ns ar e h e ld
i n s taf f m eet i ngs t wi c e a ye ar . .
45 . T h e s oc ia l s er v ic e pr o v i d er e va l u at es th e i n di v i d ua l a n d c o ll ec ti v e
s at is f ac t io n of p er s o n s s er v ed a nd ot h er s t ak eh o ld ers b y in t ern a l an d/ or
ex t er na l e v a l ua t io n.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
44
S at is f ac ti o n e v a lu a ti on in MK is S ee t h e s ug g es t i o n on c ri t er io n 4 3.
s uf f ic i e nt The pr oc e s s of c o l l ec t i ng Vt k a k ri te er ium i 4 3 s o o v it us t .
f ee db ac k is d ef i n ed i n Q u a l it y M an u a l
an d s p ec i al doc u m ent Fe e db ac k It is s u gg es t e d to f ul l y im pl em en t
S ys t em . f ee db ac k s ys t em reg a rd in g p urc has ers
an d f u n ders d es c r i be d in Q u a l it y
M K c o nd uc t s r eg u l ar s ur ve ys t o r ec e i v e Ma n ua l .
f ee db ac k f r om the p er s ons s er v e d an d
s taf f . I n 2 0 16 , t h e m etho d o lo g y has S oo v i tus rak e nd ad a tä i e l ik ul t
be e n r e v ie we d ; s ur v e ys us in g th is K v al i te e d ik äs ir a am atu s k irj el d at u d
m etho d o lo g y ar e pl a n ne d t o c o n duc t in ta g as is i d es üs te em .
20 1 7.
In c as e s e r vic e us er s ar e n o t a bl e t o
un d ers t a nd or f il l f ee d bac k s h e ets ( to o
yo u n g) , they ar e in ter v i e we d by
pers o n ne l of M K.
M K c o l lec ts f ee d bac k f r om pur c h as ers
an d f un d er s th r o u gh c oo p era t io n
m eeti n gs ( m i nu tes wer e pr es e nt e d as
pro of ). F un d er g i ves i ts f e ed b ac k a ls o
thr o ug h s up er v is i on ( i ns p ec ti o n r ep or ts
wer e pr es en te d) .
B es i d es , t h er e is p o s s i bi l i t y to s en d
f ee db ac k us in g i nt er n et f or m in M K `s
we bs it e.
46 . T he s oc i a l s e r v ic e pr o v id er p ro v i des ac c es s i b le an d e as il y
un d er s t a nd a b le r ec or ds on o utc om e, i nc l ud i n g p ers o na l p erc e pt i on a n d
ac h i e v em ents
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
45
T he rec or ds on outc om e are S ug g es t i on f or M K to be m ore pr oac t i ve
c om m unic a te d to s t ak eh o ld er s , s t af f in c om m unic at i n g its res u lts and
an d p ers ons s er ve d. c om pi l e s pec i a l s hor t v ers io n of A nn u al
Re p ort t o s e n d i t d ir ec t l y t o t he M K`s
MK c om pl i es o nc e a ye a r par t ners ( l oc a l g o v er nm ents , s c h oo ls ,
c om pre he ns i ve A n nu a l R ep or ts . M K`s NG O s , etc ) a nd f un d i ng b od y, a n d f or
A nn u a l R e por ts i nc lu d e ac h i e v em ents of pres e nt i n g it in M K`s we b p ag e .
c l ie n ts (f .e. pr oj ec ts i ni t i at ed by
c l ie n ts ). In a d d it i on , i nf orm at i on on M K`s
ac h i e v em ents c o u ld b e s pre a d thr o u gh
A nn u a l R ep or ts and An n ua l P l ans `
M K`s we bs it e. To i l lus tr at e th is
Re v i e ws a r e d is c us s e d i n c l i en ts an d
i nf orm at io n, it is a d v is ab l e t o i nc lu d e
s taf f m eet i ngs ( m in u te s a v a i la b le ) .
c l ie n t s t or ies / ex am pl es t o d em ons tra t e
Res u lts h a ve b e en p r es e n te d i n MK `s M K`s g oo d res u lts ( qu a li t at i v e da t a).
m eeti n gs wit h s t ak eh o ld er s a n d s p ec ia l
e ve n ts (f .e . b ir th d a y of M K) . S tor i es in Et t ep a nek M K`l e o l l a om a tul em us tes t
ph o tos on th e c l i e nts of MK ar e i nf o j a gam is el pr oak t ii vs em j a k oos t a da
pres e nt e d i n M Ks we b pa g e. te g e vus ar ua n de l üh i v ers i o o n k õi ge
o lu l is em a i nf o ga (t ul em us e d,
s aa v u tus e d, v ä lj ak uts ed) MK
par t ner i te l e j a ra h as t a j al e .
T äie n d a va l t v õi b M K s a a vu t us t e k oh t a
j ag a da i nf ot ka MK k o d u le h e l (n t
k ool i l õp et aj at e ar v aas t at i, k oo l i des
õp p im in e, h u v it e ge v us t e ga h õ lm atu d,
rah u l o lu n äi t aj a d j m s ). N im et at u d i nf o
i l lus tre er im is ek s on he a lis a d a ka
k lie n d il u g us i d / nä i te i d, m is n ä it a v ad M K
he a d t ö öd , t e en us e k as u j a v äär t us t
(k va li t at i i v ne inf o) .
47 . T h e s oc ia l s er v ic e pr o v i d er ac t i v e l y d i s s em in at es or ga n is at i on p erf orm a nc e
am ong its s t af f , s er v ic e us er s an d ex t ern a l s tak e ho l de rs .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
46
Str e n gt hs Im pro vem e nt & de v e lo pm ents
O n a n in d i v id u a l b as i s , ac h ie v em en ts a nd S ee a ls o c ri t er io n 4 6.
perc e pt i o ns of s e r v ic e us ers ar e
d is c us s e d d ur i ng c om pi l at i on and Vt k a k ri te er ium 4 6 .
e va l u at i on of in d i v i du a l p l ans . On a
c o ll ec ti v e l e v e l r es ul t s ar e d is c us s e d i n
reg u l ar c l i e nts ` m ee t i ngs a nd i n m eet i ngs
wi t h par t ner s .
B es i d es , t he ac t i v i ti e s of M K is r ep or te d
an d r ef l ec t ed o n M K` s hom ep a ge ( p ho tos ,
ne ws ).
At th e i nf or m at i o n s ta nds of MK `s
ap ar tm ents t h er e wer e i nf or m at io n on
f orthc om in g e v en ts an d ac hi e v em ents .
T his inf orm at io n is a l s o s har e d in c l os ed
gro u p of c l i en ts an d p er s o n ne l in
Fac eb o ok . S taf f of M K s har es im por ta n t
i nf orm at io n nec es s ar y to pe r s o n ne l i n n ex t
s h if t b y M K` s d i ar y a n d i nt er na l e - f ol d er .
S ee a ls o c r i t er io n 4 6.
48 . T h e s oc ia l s er v i c e pr o v i d er has a s ta n dar d pr oc e d ur e f o r c o nt i nu o us
im pro v em ent on t h e b as is of a n im pr o vem en t c yc l e.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Co nt i n uo us im pr o v e m ent pr oc es s is
des c r i b ed in M K` s Q u a l it y M a nu a l .
T here ex is ts a P D A C c yc l e i n a n n ua l
p la n ni n g of im pr o v e m ent ac t io ns an d
th e ir r e v i e wi ng p r oc es s .
47
T he m ai n im pr o vem en t p r oj ec ts wi t h
th e ir g oa ls a n d r es u lts ar e r ef l ec te d
M K`s a nn u a l p la ns a n d A nn u a l Re p orts .
O n a n i nd i v i du a l b a s is , ac h i e vem e nts
an d Q u a li t y im pr o v e m ent p r oj ec ts ar e
doc um en te d . In ye ar 20 15 an d 2 0 16
m os t im pr o vem en t ac t i vi t ies wer e
re la te d t o EQ U A S S.
49 T he s oc i al s er v i c e pro v i d er id e nt if i e s p erf orm anc e in d ic at ors f or
m eas ur in g t he r es u l ts of t h e im pro v em ent ac ti o ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
MK h as p er f or m anc e i n dic a tor s f or
m eas ur in g t he r es u lts of im pr o vem e nt
proj ec ts . O bj ec t i v es of im pr o v em en t
proj ec ts ar e def in ed and r es u lts
m eas ur ed in A nn u al P l an s a nd in
A nn u a l Ac t i v i t y Re p or t .
Im pro vem e nt pr oj ec ts ar e d oc um ent e d;
th e y inc l u de g oa ls an d r es p e c ti v e
perf orm anc e in d ic at or s . T his was
v er if i ed t hr o ug h i ns p ec t i n g few
ex am p les dur i n g s it e v is it .
F.e . In tr od uc t i o n an d i m plem en ta t io n of
th e EQ U A S S m ode l an d es ta b l is hi n g
yo u t h f am i l y i n M K.
50 . T h e s er v ic e pr o v i d er in tr od uc es a n d m an ag es i nn o v at i v e wa ys of wo rk in g
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 .
48
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
MK f i nds wa ys of be i n g i n no v a ti v e ,
tak i ng i nt o ac c ou nt th e ne e ds and
ex p ec ta t io ns of s tak e h o ld er s .
Ex am pl es : Es ta b l is hi n g yo u t h f am il y i n
M K ( i nc l u d in g a d a pt a ti o n ap ar tm ents )
f or be tt er pr e p ar a t io n i n i n de p en d e nt
l if e. In c o op er at i on wi t h M K` s yo u t h t he
c onc e pt i on of this f am il y and
reg u l at i ons f or yo u th l i v in g i n yo ut h
f am il y we re e la b or at e d. P er s o n ne l wi t h
s k il ls n ec es s ar y f or w or k in g wi th yo u t h
wer e h ir ed an d r o o m s we r e a d ap t ed
(ap ar tm ents ) .
In tro d uc in g a n d im p le m enti n g E Q U A S S
m ode l in M K to s ys te m atic a l l y a na l ys e
an d r e or ga n is e wor k of M K f or be tt er
qu a l it y.
Hos t in g lo n g - t er m ( one ye a r ) f ul l - t im e
v o lu nt e er f r om a br oa d to de v e l op
un d ers t a nd i n g of wor l d am on g c h i l dr en ,
to m oti v a te t h em le ar n l an g ua g es a nd
to wi de n t he scope of r ec r ea t io n a l
ac t i v it i es . For th is , pr oj ec t pr o pos a l
was pr e par e d an d M K` s r e gu l at i ons ,
wer e r e v ie we d . Bef or e, M K has h os t e d
on l y v o l u nt ee r s f r om E s to n ia .
O bj ec t i ves , ac t i vi t i es wi th de a d li n es
nec es s ar y f or im p lem en t at i on of
i nn o v at i on pr oj ec ts an d r es u lts are
rec o rd e d i n A nn u a l P l ans an d R ep or ts .
49
4. Agreed additional development / improvements
T he a p pl ic a nt a gr e e d on th e f o l l o wi ng im pro v em en t ac t io ns a nd / or a d di t i on a l
de v e l opm en t f or th e p er io d of t wo ye a rs .
1. T o impl em ent s ys t e mat ic r ev i ew ing of p ro ce s se s , gu id es an d EQ U AS S
app ro a che s
Curr e nt l y, a b o ve m en ti o ne d ac t i v it i es wi t h c l ie n ts ar e c on d uc t e d m ain l y in l ar ge
ge n er al m ee t in gs wi t h c l ie nts a nd s t af f tha t c an` t g u ar an te e i n - d ep t h d is c us s io n.
T heref ore it is s u g ge s te d t o s pr e ad t h e r e v ie wi n g of im po rt an t ap pr oac h es a nd
res p ec ti v e pr oc ed ur es / r u l es to who l e ye a r a nd t o ge t m ore s ys t em at ic o v er v ie w, t o
us e c er ta i n a na l ys is ( f .e. SW O T , c as e an a l ys is ) f or d is c us s i n g wit h s t af f a nd
c l ie n ts .
2. T o dev elo p m et ho ds of co ll ec tio n fe edb ac k f ro m c li ent s, p a rtn e rs and
funde r
T o im plem en t f ul l y t h e s ys tem of f eed bac k c ol l ec t i on in d ic at ed i n Q u a li t y M a nu a l
(i nc l s ys t em atic f e e d b ac k c ol l ec t i on f r om ser v ic e p urc h as ers a n d f und ers ) a nd to
re v ie w qu es t i o nn a ir es f or f ee d bac k c o l l ec t i on (f . e . i n a dd i ti o n to q ues t io ns on
s at is f ac t io n wi t h s p e c if ic c om po n en ts of s er v ic e , it c o u ld b e us ef ul t o as k on
ge n er al s a tis f ac t i on a s we l l) . T o as k re gu l a rl y f rom d if f ere nt s tak eh o l ders a ls o o n
th e ir ex pec t at i ons on ho w t he y wo u ld l ik e to be i n v o l ve d a n d h o w t he y wo u ld l ik e to
g i ve f ee d bac k . T o s ta r t c o l l ec t i n g f e ed b ac k f rom thos e l e a vi n g s er v ic e a n d f rom
a lum n i.
3. T o sha r e mo r e in f o r mat ion t o st a ke hol d er s o n M K`s a ct iv iti es , re su lt s
and c ha ll eng e s
M K`s A nn u a l R e po r t r ef l ec ts in - d e pt h ( 1 1 pa g es ) its ac t i v it i e s o n de v e l op i ng
s er v ic es , p er s o n n el an d en v ir o nm ent f or s er v ic e pr o vis i o n , an d pr o v i di n g
em po wer i ng ac t i v it i es f or c l ie n ts . Bec a us e o f its f oc us on qu a l it y m anag em en t, t h e
rep or t c o u ld b e i n ap pr opr i at e f or pres e nt i n g wi d er gr o up of s tak e h o ld ers . A ls o, it is
s om e wh a t d if f ic u lt to f in d o bj ec t i ves an d re s p ec t i ve r es u l ts a t c o l lec t i ve l e ve l in
m os t im por t a nt as pec t s of th e work of s u bs ti t ut e h om e (f or ex am p le , s a t is f ac t i o n
wi t h s er v ic es , s c h oo l at te n da nc e, f u lf i l l in g o f reh a b il i t at i on p l a ns , etc ) .
T heref ore , it is s u g ge s te d t o c om pi le s h ort e r v ers io n of A nn u al R ep or t, wh er e c or e
res u l ts at c o l l ec t i v e l e v e l ar e pr es e nt e d, i nc l th e o utc om es of s a t i s f ac t io n s ur v e ys
an d s uc c es s s t or i es . A ls o , i t is im p ort an t t o i nd ic at e c h a l le n ges M K f ac es as s o
d if f ere nt s tak e h ol d er s c o ul d s e e t h e ir p os s i bi l i ti es to s u p por t M K be tt er. Suc h
rep or t c o u ld be pr es e nt e d i n M K` s we bs it e an d c o u l d b e s e nt di r ec t l y t o im p ort an t
50
c oo p er at i on p ar t n er s . T o i l lus tr a t e t h is inf o r m atio n , t h ere is s u gg es t i on t o p u b lis h
pers o n al op i n io ns a n d ex p er i enc es of M K`s c l ie n ts at M K`s we bs it e .
Jä rg nev ak s k ah ek s a ast a k s ko kk ul epi tud pa re ndu st egev u s ed j a/ v õi a r engu d.
1. Ra k end ad a p rot s e ss id e, ju he ndit e ja EQ U AS S olul i se ma te
läh en em i sv ii si de süs t em a ati lin e ül ev a at a min e
EQ U AS S i o l ul is te põ h im õt et e (j õ us tam i ne , en es em ääram i n e, e l uk va l it e et ,
ärak as ut am is e vä l t im ine j n e) ü l e v aa tam i ne k oos k as va n dik e g a to im ub M ä e - k od us
pa ar k ord a a as tas l ä b i vi i d a va te l pe rs o n al i j a k as va n d ik e ü ldk o os o l ek ut e le , m is
tä h en d ab , e t t e gem is t e i s aa o l la v ä ga p õhj a l ik u j a s is u l is e ü l e va at us eg a . E t
ta g ad a põ hj a l ik um ül e v aa t us , on s o o v it a v h aj u ta d a n im et at u d lä h en em is v iis i d e j a
v as t a v at e pr o ts ed u ur i de / r e eg l it e ü l e va a ta m ine te r ve a as t a p ea l e l a ia l i n in g
s üs t em aat i l is em a p i ld i s aam is ek s aru ta d a m õnd an a lü üs im ee t od i t (nt h in n at a
SW OT ana l üüs i m eet o d il l äh e nem is v i is i d e ra k end am is e ga s eo t ud t ug e v us i, n õrk u s i,
v õ im al us i j a oh te Mä e - k odus , k as u t ad a k o nk ree ts et e j uh t um ite an a l üüs i ) .
2. Ar e nd ad a ka sv andi k e, p a rtn e rit e ja r a ha sta j a ta ga si s id e kogu mi s e
me et od e id.
Rak e nd a da pl a ne er i tu d ta g as is i d e k ogum is e s üs t e em täi e l ik ul t (s h s üs t em aa t il i n e
j a re gu l a ar n e t a gas i s i de t e e nus e os tj a t el t n in g r ah as taj a lt) n i ng v aa d at a ü l e
ta g as is i d e k ogum is e k üs im us tik u d (n t t ee n us e er i k om pon en t id e k ohta r a hu l o lu
k üs im is e le j a v aj a dus t e s e lg i tam is e le lis ak s v õ ik s k üs im us tik u d s is a ld a da k a ül d is t
k üs im us t t ee n us eg a r ah u l o lu k o ht a). U ur i da s üs tem a at i l is e l t k a s ed a, k ui das
er in e v ad h u v ip o o le d s oo v i v a d o l l a k aas at u d n in g k u id as s oo v i v a d an d a t a gas is i de t.
A lus t ad a s üs t em aat i l is t t ag as is id e k og u m is t ka te en us e lt l ahk uj a t el t ni n g
v i l is t l as t e lt .
3. Ja ga da huv ipoo lt el e sih ip är a se m alt i nfo t M K tegev ust e, tu l emu st e j a
v älj a kut set e k oht a
MK a as ta ar ua n ne k aj as ta b p õhj a lik u lt ( 11 lk ) MK te g e vus i om a te e nus t e
are n d am is e l ja las t e le ar e n da v a te te g e vus t e p ak k um is e l, sh k as v an d ik e
om aa lg a tus l ik e pr oj ek t i de k oh ta . Ar u an n e k aj as t ab põ hj al ik u lt t e en us t e ar e nd am is e
ja k v al i te e d ij u ht im is e tem a at ik at n i ng on e e l da ta v as ti la i em al e pu b l ik ul e
k as ut am is ek s eb as ob i v. S am as o n s ea l t k eeru l i n e l e i da tu l em us i as e n dus k o du t öö
k õig e o lu l is em ates as pek t id es , nt l as t e k o o lik o hu s tus e tä i tm in e,
reh a b i li t ats i oo n pl a a ni d e tä i tm in e, is ik l ik us el us t o im et u lek pär as t
as e n dus k o du t ee n us e l t l a hk um is t, a g a k a k o n k reets ei d e d u lu g us i d k as va n d ik es t.
51
S ee p äras t k oos ta d a e das p i di l ü hem j a s h M K põ h it u lem us i s is a l d a v a as ta ar ua n ne ,
k us lis ak s ü la lm ai n it ud t ul em us t e k aj as t a m is el e võ ik s tu u a v ä lj a k a ra h u lo l u -
uur i n gu t e tu l em us e d ( s h ar v u l is e l t) n i ng k as v an d ik e l ü hik es ed e du l oo d. S am uti o n
o lu l i ne j u ht i d a t ä he l e p an u M K v ä lj ak uts e t el e t ee n us e p ar e n d am is e l e an d es m ärk u
er i h u vi p oo l te l e võ i m alus es t MK t o et a d a. Se l l is e ar ua n de v õ ib p a n na MK
k odu l eh e le ja saata o l u lis t e le k oos t ö öp ar tn er it e l e ka ot s e. S e ll e inf o
i l lus tre er im is ek s k aal ud a k a M K k li en t id e pers o n aa ls et e ar v am us te j a k og em us t e
k aj as tam is t M K v e eb is ( s o o v i k or r a l a no n üü m s elt) .
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Closing remarks
V AHT R A M ÄG I MT Ü ( e s ta b l is h e d i n 20 0 0) pr o v id es s u bs t i tu te hom e s er v ic e i n Mä e-
k odu (H i l l H om e, r ef er r ed i n c ur r e nt r ep ort a s MK) th a t was es t a bl i s he d in 19 9 1 a nd
pro v i d es s u bs ti t ut e h om e s er v ic e i n f am i l y- l ik e c o n di t io ns . M K was th e f irs t
s ubs t it ut e h om e im pl e m enti n g s uc h m od e of s er v ic e p ro v is i on in Es to n ia .
T he m ai n o bj ec t i ve of MT Ü V a htr am äg i is to pr o vi d e s af e a nd s up p ort i ng
en v ir o nm ent f or c h il dr en a n d yo u th , a nd t o pre p ar e t h em to m an a ge res p ec t i v e l y t o
th e ir c a pa b i l it i es wh e n a d ul ts .
T here ar e 2 4 c h il dr e n an d yo u th wi t h ou t p a ren t al c ar e a t ag es 7 - 20 i n s u bs ti t ut e
hom e s er v ic e c ur r e n t l y. T h e pl ac e of s e r vi c e pr o vis i o n is t wo - f l oors bu i l di n g i n
T artu Ü lej õ e d is tr ic t M äe s t 3 3. Ch i l dr en a n d yo u th l i v e i n o n e yo ut h f am i l y a n d i n
t wo c h i ldr e n f am i l ies .
T he c om m on q ua l i t y s t an d ar d bas e d o n E Q U A S S As s ur anc e c r it er i a is im pl em ent e d
i n M K.
T here ar e 12 e duc at or s ( i nc l 4 p ar t - t im e), b o ok k eepe r, c ook , pro p ert y m an a gem e nt
s pec i a l is t , he a d of a dm in is tr a ti o n a nd m ana g er work i n g i n M K (a lt o g et her 17
pers o ns ). Vo l u nt ee r s ar e in v o l v ed i n s er v ic e pro v is i o n r eg u l ar l y. In 2 0 16 – 2 0 17 , a
f ul l- t im e ( 3 0 hs p er we ek ) v o lu n te er f rom T urk e y work s in M K.
M K pro v i d es t hr o ug h o ut s u p por t to c l i e nts i n c oo p era t io n wi t h p a rtn ers b as e d o n
i nd i v i du a l n e e ds of e ac h c l i en t. I n i ts s e r v ic e pr o v is io n M K t a k es in to ac c ou n t
pres e nt a n d f ut ur e ne e ds of bo th s er vic e us e rs a n d th e s oc i et y i n g en er a l.
M K a pp l i es f or E Q U A S S As s ur a nc e Cer t if ic at e f irs t t im e. For t h a t p urp os e, it has
be e n m ade s e v er a l in no v a ti o ns s i nc e 2 0 15 . F.e . Q u a l it y Ma n u al i s el a bor a te d a n d
s e ver a l r u les , gu i de l i n es a n d pr oc e dur es ar e e la b ora t ed or r e v ie we d; th e i nd i v i du a l
p la n ni n g is d e ve l o pe d f ur th er ; t he a nn u al p la nn i n g a nd e v al u at i o n s ys tem is f urt h er
e la b ora t ed .
M K`s wor k wit h its c l i en ts has b ee n s uc c es s f ul – a l l 2 4 c li e nts l ear n i n s c h o o ls
res p ec ti v e t h e ir c a pa b il i t ies . T og et h er wit h c li e nts s u it ab l e rec r e at i on a l ac t i v it i es
ou ts id e of M K h a v e be e n im p lem e nt ed . A ls o s t af f m em bers of M K pr o v i de
rec r ea t io n al ac t i vi t ie s f or c l i en ts an d s up p ort i v e en v ir o nm ent f or o bt a i ni n g
e ver yd a y s k il ls is es t a b lis h ed . Bes i d es , c l i e nts pa rt ic ip a te ac t i v e l y i n s e lf - i n it i at e d
proj ec ts an d i n d if f er e nt e v e nts ar ra n ge d b y ot h er pa rt i es .
53
T he pr i nc ip l es of pr oc es s m ana g em ent a nd s ys tem at ic im pro v em ent ( P D AC c yc le )
of a ll pr oc es s es ar e i m plem en te d in M K. T h e e v a lu a ti o n/ r e v ie w o f rul es , proc es s es
an d g u i de l i nes pr e p ar ed r ec e n tl y is p l a nn e d in 20 1 7. T he doc um ent at i o n of M K is
we l l- org a n is e d c o ver i ng a l l im por t a nt pr oc es s es a nd es ta b l is h i n g a n en v ir o nm ent
f or im p lem en t at i on of c e ntr a l pr i nc i p les re gar d i ng E Q U A S S . A n nu a l p la n n in g an d
e va l u at i on is in p lac e a n d we ll - f unc t io n i n g b ut n ee ds f ur th er e la b ora t io n (f . e.
wor d i ng of obj ec t i v es an d r es u l ts ) . P erf orm anc e i nd ic at ors ha v e b ee n de v e lo p ed to
m eas ur e t he r es u lts , bu t ha v e be e n pr es e nt e d i n d if f ere nt d oc u m ents ( St at is tic s
Re p ort , A n n ua l R e p or t ) . T her ef or e, a l l im po r ta nt i nd ic a tors c o ul d be r e v i e wed a nd
pres e nt i n g i n on e c om pac t A n nu a l R ep ort .
T he s t af f of th e M K h as d if f er en t bac k gr ou n ds a n d tr a i n i n g. S i nc e s om e e duc at ors
ha v e l ef t r ec e nt l y a nd n e w te am m em bers h a v e b e en h ir ed , t he s k i l ls a n d
c om pet e nc es of n e wc o m er s nee d t o be de v e l op e d t o b e o n l in e wi t h ot hers . A ll te am
m em bers ar e tr a in e d c on t in u ous l y. It was p ro ve d b y i nt er v ie ws t h at s t af f m em b ers
are c l ie n t - or i e nt ed an d r es p ec t ed b y c l i en ts .
T he te am of t h e M K is c l e ar l y de v o te d t o c o nt i nu o us im pro v em en t of t he ir s e r vic es .
It was pro v e d a ls o b y in t er vi e ws wit h r epr e s en t at i v es of c o op er at i on pa rt ners a nd
f un ders . Pur c h as er s a nd f u n de r br o ug ht o ut as a s pec i a l va l ue a dd e d of M K th e
l on g ex p er ie nc e, f lex i b il i t y a n d ac c e pt i ng of a ll c h i ldr e n t o t ak e i n s er v ic e n ot
de p en d i ng on th e ir s pec i a l n e eds . T he pe rs ons s er v ed we re es pec i a l l y s a tis f ie d
wi t h t he p l eas a nt an d c ar in g per s o nn e l. It w as m ent i on e d b y yo u t h t h at M K`s s t af f
is a v ai l a bl e a ls o f or a l um ni wh e n nec es s ar y an d d o es m ore whe n ex pec te d .
P art n ers po i n te d o ut l on g - ter m ex c e l le n t c o op er at i o n wi t h M K.
T he t wo- d a ys a u di t was we ll pr e par e d b y M K`s t e am . W hol e s t a f f of MK was k in d
an d c oo p er at i v e i n i ntr o duc i n g t he wo rk of M K, f in d i ng n ec es s ar y e v i de n ti a l
m ater ia ls a n d s ha r i n g i nf or m at io n a bo u t f u lf i l l in g of EQ U A S S As s ur anc e c ri t er ia .
T he a u d it or ex p er ie nc ed o n s it e t h at th e s oc ia l s er v ic e pr o v id er M K p erf orm s i n
c om pl i an c e wi th th e E Q U A SS As s ur anc e c r i ter i a. T h e i n ter v i e we d repr es en t at i v es
of p ar tn ers , f i n anc i n g bo d y, em pl o ye es , an d pers o ns s er v ed c onf ir m ed t h is .
Dur i n g of th e au d i t, s e ver a l im pr o vem en t pro p os als aros e , s om e of th em wh er e
m inor a nd s om e m or e im por ta nt . F or t he p er i o d of f o l lo wi n g t wo ye ars , thr e e
ad d it i o na l im pr o v em e nt ac ti o ns wer e a gre e d t h at ar e br ou g ht o u t in p art 4 of t h e
au d it r e por t. T h e im pr o v em en t ar e as i nc l ud ed i n g en er a l e v al u at i on of proc es s es ,
gu i d el i n es a nd ap pr o a c hes ; c o l l ec t i ng f e e db ac k f r om s tak eho l d ers ; a nd r ep or ti n g t o
s tak e ho l de r s on r es u l t s a n d c ha l l en g es of M K.
54
A n o v er v i e w of s u gg e s ti o ns f or im pro v em en t t ha t a re m en t io n ed u nd er th e s pec if ic
c rit er i a is g i v en in par t 3 of th e r e p ort . I n br i ef t h es e ar e as f o l lo ws :
Cr it er ion 3 : T he q u e s ti o n o n t he o ver a l l s at is f ac t io n wit h t h e s er v ic e c ou l d b e
ad d ed t o t h e s at is f a c ti o n q ues t io n na ir e o f c lie n ts . T he q u es t i on n a ire of m os t
im por ta nt f e e db ac k qu es t i ons c o ul d be us e d as a b as is of d is c us s i on wi t h p art n ers
an d f un d er .
Cr it er ion 4 : T o c om pi l e a s h or t s um m ar y of A nn u a l R ep or t f or pres en t in g it i n M K´s
we b p ag e a nd – as a p il o t in i t ia t i ve – t o s e nd it t o m ai n c o op er at i on p ar tn ers a nd
f un der .
Criterion 6: The results achieved could be presented more visibly and directly
related to the activities p lanned. Also qualitative objectives rela ted to the
strategic objectives co uld be indicated in Annual Plan.
Cr it er ion 11: Di r ec t qu es ti o ns o n t he c om pe t enc i es of M K`s p e rs on n e l c o u ld be
as k ed i n s t ak eh o ld er s ` r o u nd - t ab l es or i n res pec t i ve qu es t i o nn a ir e.
Cr it er ion 16 : T he d oc um ent of Ri g hts an d R es tr ic ti o ns of C l ie n ts S er ve d at a Ca re
Hom e c o ul d b e pr es en te d a t t h e h om e`s we b pa g e.
Cr it er ion 1 7: T o i nt r od uc e t h e i nf orm at io n o n c om pl ai n t m an ag em ent s ys t em on
th e we bs i te of M K .
Cr it er ion 1 8: T o e va l u at e s e lf - d et erm in a ti o n of c li e nts a ls o a t c o ll e c ti v e l e v e l
Cr it er ion 2 1: T o e v a lu at e r e g ul ar l y wi t h c l i en ts th e ef f ec t i v e nes s of r u l es t o
pre v e nt p h ys ic a l, m ent a l an d ec o nom ic a bus e .
Cr it er ion 2 5: T o m ak e c o nt ac t inf orm at i o n of M K`s s t af f , an d i nf orm at io n o n th e ir
ro les a n d r es po ns i b il i t i es eas i l y f i nd a b le in M K`s we bs it e .
Cr it er ion 2 9: T o ens u r e un d er s t a nd i ng of al l c l ie n ts o n th e ir pos s i b il i t ies a nd ri g ht
to par t ic ip at e i n s er v i c e d e v el o pm ent , res p ec t i v e q u es t i ons c ou l d be ad d ed to th e
de v e l opm en t c o n ve r s a ti o n f or m .
Cr it er ion 32: M K c o u l d pr o v id e i nf orm at i o n i n i t`s we bs it e o n t h e ac c es s b y p ub l ic
tra ns por t at i on .
Cr it er ion 33: T o us e c l ie n t` s o wn wor di n g (i n ad d it i o n to prof es s i on a l t erm in o lo g y)
wh er e p os s i b l e i n In d i v i du a l P l ans .
Cr it er ion 35: T o e ns ur e th at a ll I n d i v id u al Pl a ns a nd Ac t i o n P l a ns ar e s i g ne d b y
c l ie n ts an d o th er n ec e s s ar y p er s o ns .
Cr it er ion 3 9: T o ex pr es s m or e c le ar l y in A nn u a l R ep or t t he c h a l l en g es of M K i n
de l i v er in g h i gh qu a l it y s er v ic es .
Cr it er ion 4 1: T o c o m plem en t t h e pr ep ar at i on f orm f or perf o r m anc e r e v i e w wi t h
k e ywo r ds r ef er r i n g t o th e n ee d t o e v a l ua t e s k il ls a n d c om pe t e nc ies r e la te d t o
s up p ort i n g qu a l it y of l i v e ( a nd o t her im port a n t is s ues re l at e d t o c l ie nt work ).
55
Cr it er ion 43 : T o pr es en t in t h e An n ua l Re p ort th e o u tc om es of s a tis f ac t i on s ur ve ys
an d t o c o l lec t f e e db ac k f r om pr ev i o us c l i en ts (a l um ni) .
Cr it er ion 4 5 : It is s ug g es t e d t o f u l l y i m plem en t f e ed b ac k s ys tem re gar d i ng
purc h as ers an d f un d er s d es c r ib e d i n Q u a l it y Ma n ua l .
Cr it er ion 4 6: T o b e m or e pr oac t i ve in c om m unic a ti n g i ts r es u lts a n d c om pi l e
s pec i a l s h or t v er s io n of An n ua l Re p ort t o s en d it d ir ec t l y t o t h e M K`s p art n ers a n d
f un di n g bo d y, a n d f or pr es e nt i n g it i n M K` s we b p ag e . T o inc l u de c l i e nt s tor i es /
ex am p les t o d em ons t r at e M K` s g o od r es u l ts (qu a l it at i v e d at a) .
Af t er v erif ic a t i on of th e i nd ic at ors by re v ie wi n g d oc um en t a ti o n, c o nd uc ti n g
i nt er v ie ws a n d p er f or m ing s it e v is i t, th e au d it or was c o nf irm e d t h at t h e s er v ic es of
Mä e- k o du adm i n is t er e d b y MT Ü V a htr am äg i f u l l y m e et t h e E Q U A S S As s ur a nc e
c rit er i a.
* **
V AHT R A M ÄG I MT Ü ( l oo d ud 2 0 00 .a .) os u t a b as e n dus k o du te e nus t en d a ha l l at a v as
l as t ek od us M äe - k o d u, m is o n as ut at u d 1 99 1. a as t a l j a pak u b E es tis e s im es e n a ( a l
19 9 4. a) k as va n d ik e i ga p äe v a e lu k orr a ld am is t p ere l a ads e tes t in g im us tes , m il l es t
are n es v ä lj a pr a e gu n e p er es üs te em k õi gis E es t i as e nd us k od u des .
MT Ü V a htr am äg i t e g e vus e põ h i ül es an n e on v õ im al da d a las te l e/ n oor te l e ne n de
põ h i v aj a dus t e r a hu l d am is ek s t ur va l i ne n i ng are n guk s s oo d ne e l uk es k k ond ja
k uj un da d a ne is v alm is o le k u d v õ im etek o has e k s to im etu l ek uk s tä is k as va n un a .
As en d us k od ut e en us el on k ä es o l e v al aj al 24 v a nem l ik u h oo l et a las t j a n oor t
v an us es 7-20 e l u aas t at . As e nd us k od ut e en us e os ut am is e k ohak s on
k ahek orr us e l i ne ho o n e T ar t u Ü lej õe l in n a o s as M äe t. 3 3 . L aps ed / no or ed e la v a d
per es ar nas tes t i n g im us tes ü h es n oor t ep er es j a k ah es l as t ep er es .
Mä e- k o dus r ak en d at a k s e tee n us t e pak k um is el üh ts et k v a li t ee d is t an d ar di t, m is
põ h i ne b E Q U A S S As s ur a nc e k r i te er i um it el .
K od u m ees k on d a k uu l u va d 1 2 k as va tus - ar e nd us a la t ö öt aj at (s h 4 os ak oo rm us eg a) ,
raam at u p id aj a , k ok k , he ak or r am eis t er , h a l d us j u ht j a j u h at aj a (k ok k u 17 i nim es t ).
Re g ul a ars el t r ak en da t ak s e v a ba t ah t l ik k e. 2 01 6 . - 2 0 17 . aas t al t öö t ab
tä is k oorm us eg a ( 3 0 t nä d a las ) v ab at a ht l ik T ürg is t.
Mä e- k o du pak u b k oos tö ös p ar t n er it e ga t e e nus es aaj at e l e n en d e i nd i v i du a a ls e tes t
v aj a d us t es t lä h tu v a t i gak ü lgs e t to e tus t. T ee n us e p a k k um is e l ar v es t at ak s e M ä e-
k odus n i i t ee n us es a aj at e k u i ü h is k on na pra e gus i j a t u le v ik u v aj a d u s i.
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Mä e- k o du t ao t le b EQ UA S S As s ur a nc e s er t i f ik aat i es m ak ords el t . S el l ek s o n al a tes
20 1 5. a as t as t k o dus te ht u d m itm ei d u u e nd us i j a tö ök orr a ld us l i k k e m uud at us i.
Nä i tek s on vä lj a tö ö t at u d K v a li t ee d ik äs ir a am a t j a u ue n da t ud v õ i v ä lj a t ö öt at u d
m itm eid k or d i, j u h en d e id j a pr o ts e d uur e . A r en d at u d on in d i v id u aa ls et p l an e er im is t
(v ä lj a t ö öt at u d u us v or m ni ng j uh e nd s e l l e k as ut am is ek s ). T ä i en d at u d o n M K
aas t as e p l a ne er im is e j a tu l em us te h in d am is e s üs te em i.
M K tö ö k as v a nd ik eg a o n k an d nu d h e ad v i lj a – k õ ik 2 4 k a s v an d ik k u õp i v a d
v õ im etek o has es h ar i dus as ut us es (e nam u s põ hik o o l is (n i i t a va h ar id us k ui
har i d us lik e er i v aj a d us te g a las t e k oo l is ) , n o ore d k es k k ool is j a k u ts ek o ol is ) . K oos
k as va n d ik eg a o ts it ak s e n e i l e s o b i v am ai d h u v it e ge v us i – k äes o le v a l h etk e l on M ä e -
k odu vä l is t e h u v it e ge v us t e ga h õ i v at ud 9 l as t 2 4 - s t. K a M ä e - k o du en d a tö öt aj ad
pak u v ad k as v an d ik el e hu v it e g e vus i ni n g o n l o od u d h e a k es k k ond i ga p äe v a e lu
os k us t e om an dam is ek s . S am uti os a l e v ad k as va n d ik ud ak t ii vs e lt om aa lg a tu s l ik es
proj ek ti d es n in g p a lj u d e l er in e v at e l ür it us t e l .
Pr ots es s ij u ht im is e p õ h im õtt ed j a s üs t em aa ti l i ne p are n d am in e (P DA C ts ü k k el) o n
M K`s s e os es EQ UA S S As s ur anc e s e rt if i k aad i t ao t l em is ek s et te v a lm is t us t e ga
v aras em as t par em in i r ak e n da tu d . Alles EQ U A S S au d it ik s v älj at ö öt at u d
l äh e nem is v i is i d e, k o r da d e, j u h en d i te ü l e va at us ed on p la ne er it u d a l at es
20 1 7. a as t as t . M K d ok um ent ats i o on o n h äs t i org a n is e er it u d k att es k õik ol ul is em ad
pro ts es s i d j a lu u es k es k k onn a EQ U A S S k es k s ete põ h im õte t e rak e nd am is ek s . I g a-
aas t an e p l a ne er im in e ja tu l em us te hi n d am in e on h äs t i t o i m iv, k ui d vaj a b
tä i en d a va d v i im is t lem is t (nt e es m ärk id e ja t u lem us t e s õn as ta m ine t ö öp l a an i
ü le v a at am is e l) . T u l em us li k k us e m õõtm is ek s on o l em as tu lem us l i k k us e nä i taj a d ,
k uid er in e v a id a nd m eid es i t at ak s e er i d ok um ent i d es (s t at is tik a ar ua n ne ,
te g e vus ar ua n ne ) . K õ i k olu l is em ad tu l em us nä i taj a d v äär i v a d s e e ga ü l e v aa tam is t ,
s üs t em at is e er im is t n i ng es it am is t ka üh ts es k om pak ts es aas ta ar u an d es /
te g e vus ar ua n des .
M K t öö t aj a d o n er i n e v a e tt e v alm is tus e ga . V ara s em a p ik a s t aa ži ga j a va l d a va l t
er ia l as e e tt e v a lm is tus eg a t öö taj as k on n as t o n os a er i n e va te l p õ hj u s te l v i im as e l aj a l
v ah e tu n ud . Se e ga v aj ab tö ö taj at e t e adm i s t e j a os k us t e t as e ü h tl us tam is t . Kõ ik i
m ees k onn a l iik m eid k o o li t at ak s e j ärj ep i de v a l t. I n ter vj u ud tõ e n das i d, et p ers o n a l o n
k lie n d ik es k ne j a n en d e h oo l i v us k as va n d ik e po o lt hi n na t ud .
M K m ees k on d on om a t e en us t e k es t v a l e p are n d am is e le or i en t ee rit u d. S e e le i d is
k inn i tus t k a k oos t öö p ar t n er it e j a r a has taj a i nt er vj u u de k ä i gus . Ko os t ö öp art n er id j a
rah as taj a d p i d as i d MK er i l is ek s l is a n d v äär t us ek s v õrre l d es te is t e s ar n as t e
as u t us t eg a p ik k a k oge m us t, pa i n d lik k us t j a ( v ab a de k oh t ad e o l em as o lu l) k õi g i l as te
57
te e nus e le v õ tm is t o l en em at a n en d e e ri v aj a d us t es t . Kas v a nd ik ud o l id r a hu l
pers o n al i h o o l i vus e g a. N o or e d m ai nis i d , et MK t öö t aj a d to et a v ad ka pär as t
te e nus e lt la hk um is t. P ar t n er id r õh ut as i d p ik aaj a l is i h äi d k oos tö ös u ht e id M K - g a.
2- p ä e v an e au d it o l i M K t ö öt aj a te p oo l t h äs t i et te v a lm is t at ud . K og u as u tus e
tö öt aj as k on d ol i l a hk e j a k oos tö ö a ld is M K tö ö tu t v us t am is e l, l e i d es v aj a l i k k e
tõ e nd us m at er j a l e n in g j a ga d es i nf ot EQ UA S S i r ak en d am is e k oht a .
A ud i it or k o ges k oh a pe a l, et s o ts i a a lt ee n us t e os u taj a MT Ü V ah tr am äg i t o im ib
v as t a v us es EQ UA S S As s ur a nc e k ri te er i um id eg a . In t er vj u e er it u d p art n er it e,
f in an ts eer ij a, t ö öt aj a te j a t ee n us es a aj a te es i nd aj ad a n ds id s el l e le k inn i tus t.
A ud i ti k äi g us t e k k is a ud i i tor i l p ar a n d us e tt e p an ek u id , m õn e d ne is t v ä ik s ed j a p ig em
v orm il is ed j a ük s ik ud k aaluk am ad e tt e pa n e k ud. J är gm is ek s k ahe k s aas tak s le p it i
k ok k u k olm tä ie n da v a t p ar en d us va l dk on d a, m is on t ä ps em a lt vä lj a t oo d ud r ap or ti 4.
os as . P ar en d us va l d k o nn a d hõ lm as id pr o ts es s id e, j u h en d it e j a l äh e nem is v i is i d e
s üs t em aat i l is t ü le v a at am is t ja h u v i po o l te l t ta g as is i d e k og um is e m eet o di t e
are n d am is t n in g h u v ip oo l te t e a v it am is t as ut u s e tu l em us te s t j a v ä l j a k uts et es t.
K õik par e nd us et te p an ek ud , m is 2 - p äe v as e au d i ti k äi g us te k k is i d, o n r a por t i 3.
os as k onk r e ets et e k r it eer i um id e a l l v ä lj a t o o du d . Lü h i da l t on ne e d j ärgm is ed :
Kr it ee ri um 3: K l i en t i de /k as va n dik e r ah u l ol u - u ur i ng u k üs im us t ik u l e v õ ik s lis a da
te e nus e ga ü l d is t r ah u l o l u m õõ t v a k üs im us e. Kas ut a da par t n er i te j a ra h as t aj at e
v aj a d us i ni n g r a hu l o l u k äs it l e va te aru t el u de a lus e na k üs im us t ik k u .
Kr it ee ri um 4 : K oos t a da lü h ik e k ok k uvõ t e A as t aa ru a nd es t , e t a v a ld a da s ee MK
k odu l eh e l j a – pi l o ot i ni ts ia t i i vi n a - s a at a M K pe am is t e le k oos t öö p art n er it e le j a
rah as taj at e l e.
Kriteeri um 6: Tuua aastaplaanis saavutatud tulemused selgemalt välja tuua. Lisaks
üldiste strateegiliste eesmärkide kirjeldust ele tuua aastaplaanis välja ka neile
strateegilistele eesmärkidele vastavad kvantitatiivsed eesmärgid.
Kriteeri um 11: Küsida perso nali kompetentsuse kohta tagasisidet huvipoolte
ümarlaual või tagasisideküsitluses.
Kr it ee ri su m 1 7: Hi n n at a M K te g e vus i e n es em äär am is e t o et am is e l k a k ol lek t i i vs e l
tas a nd i l.
Kr it ee ri um 2 1: H i nn at a k oos k as v an d ik e ga r eg u l aars e lt k as v an d ik e f üüs i l is e ,
v a im s e j a m aj a n d us l ik u är ak as ut am is e en n et am is e k orr a/ e es k irj a e f ek tii vs us t.
Kr it ee ri um 2 5: T eh a M K k od u l eh e l o ts e k li en d i le pak ut a v at e t ee nus t e os u t am is e ga
s eo t ud t ö öt aj a te k on ta k tid , f u nk ts i o on i d j a v a s tu tus a l a k erg es t i l e it a vak s .
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Kr it ee ri um 2 9: Se l l e k s , et k ind lus t ad a k õ ig i k a s v a nd ik e ar us aam s el l e k oht a,
k uid as na d v õ i va d j a s aa v a d t e ha et t ep a ne k uid , võ ik s k a are n gu v es t l us s is a l da d a
l aps e le arus a ad a v as v or m is s el g it us t j a k üs i m us t os a lem is e p iis a v us e k oh ta .
Kr it ee ri um 3 2: P an n a k odu l e he l e i nf o ü h is tr a ns p or d ig a M äe - k o dus s e
k oha l ej õ udm is ek s .
Kr it ee ri um 33: T u u a aas ta p l aa n id es j a t eg e v us a ru a nn et es s el ge l t vä lj a k a nn
tu um - võ i m õj ue es m är g id k ol l ek ti i vs e l tas a n d il , m is on k ok k u le p it ud r ah as taj ag a j a
m is v as t a va d ü his k o nn a o ot us t e l e (m il l e s a a vu tam is ek s k ogu ar en d us t e ge v us
pa n us t a b) – n t k va l it e ets e t ee n us e os ut am ine , s a a v ut us e d las t el e v õ im et ek oh as e
har i d us e t a gam is e l, r e ha b i l it ats i oo n i p la a ni d e e l l u vi im is e ta g am in e).
Kr it ee ri um 34: K as u ta d a i n di v i d ua a l pl a an i des , k us v õ im al ik , k as va n d ik e om i
s õn as tus i ( lis ak s pr o f e s s i on a als e l e term i no l o og i a le ) .
Kr it ee ri um 3 5: T a g a da , et k õik in d i v id u a a ls e d ar en g u pl a an i d j a te g e vus p l aa n id
o lek s i d k as v an d ik e j a te is te as j a om as te p o o l t a llk irj as t at u d.
Kr it ee ri um 39 : T u ua aas ta ar ua n des v ä lj a k a MK v ä lj ak u ts e d k õrg e k v al i te e d ig a
te e nus te pak k um is el .
Kr it ee ri um 4 1: T ä ie n da d a ar e n gu v es tl us e et te v a lm is t us e vor m i os k us te ja
k om pet e nts i de os a m ä r k s õna d e/ nä i d et eg a , m is vi i tak s i d vaj ad us e l e h in n at a t ö öt aj a
k om pet e nts e k l i en d i e l uk va l i te e di (j a te is te k es k s et e l äh e nem is v i is i de) t o et am is e l .
Kr it ee ri um 4 3: Aas t a te g e vus ar ua n ne t es v õ i k s tuua v älj a k a k as v an d ik e ra hu l o lu -
uur i n gu t e tu l em us e d . S oo v i tus k og u da t a gas is id e t k a M K v i l is t l as t e lt .
Kr it ee ri um 4 5: R ak en da d a t äi e l ik ul t K va l it e ed ik äs ir aam at us k irj e ld a tu d
ta g as is i d es üs te em .
Kr it ee ri um 4 6: O ll a om a t u lem us t es t inf o j a gam is el pro ak ti i vs em j a k oos ta d a
te g e vus ar ua n de lü h i v e r s i oo n k õ i ge ol u l is em a i nf o g a M K p art n eri t el e j a r a has t aj a l e.
T äie n d a va l t v õ ib M K s aa v u tus te k oh ta j a g a d a i nf ot k a M K k o du l eh e l.
P äras t in d ik aa to r i t el e v as t am is e tõ e nd am i s t, t u t vu d es d ok um ent ats i o on i ga n i ng
v i ies lä b i i nt er vj u u d , o n a ud i it or ve e nd u nu d , et MT Ü Va ht ram äg i h a l at a va Mä e- k od u
te e nus e d v as t a v ad EQ UA S S As s ur a nc e k rit e er ium it e l e.
E lo T u pp i ts
T al li n n
18 . 12 .2 0 15
EQ U AS S Au d it or / EQ U A S S i au d it or
59
Maarika Aro
Saatja: Maarika Aro
Saatmisaeg: 20. detsember 2016. a. 13:55
Adressaat: 'guusbeek'; 'Marie Dubost'
Koopia: Keiu Talve
Teema: MTÜ Vahtramägi audit report
Manused: Additional Information Form.doc; EQUASS Assurance AUDIT_Vahtramägi_
05.-06.12.xlsx;
MTY_Vahtramagi_asutuse_kylastuse_ettevalmistamise_vorm2016.docx;
MTY_Vahtramägi_2016_Audit Report_final.docx
Dear Marie, Dear Guus,
Attached you’ll find an audit report and other documents of MTÜ Vahtramägi EE2016-022.
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
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EQUASS ASSURANCE APPLICATION
ADDITIONAL INFORMATION
1. Short information about the organisation in the nati ve language
Vahtramägi MTÜ osutab al ates 1991. aastast asenduskoduteenust 24-le
vanemliku hooleta lapsel e/noorele vanuses 3-22a. Meie tegevuse
põhieesmärk on laste/noorte elukvaliteedi paranemine ja i seseisvas elus
toimetulekuks val misolekute kujundamine. Pakume lastele ja noortele
nende vajadustest lähtuvalt arenguvõimalusi ja turvalist
kasvukeskkonda.
2. Short information about the organisation in E nglish (acti vities,
clients, etc.)
Vahtramägi NGO provides a substitute home to children w ithout parental
care betw een the ages of 3 and 22 since 1991. Our main purpose is the
improvement in chi ldren´s qualit y of life and to develop their skills to
success later on i n life. We offer our children and youngsters a safe
everyday environment and create opportunities for devel opment based
on children´s indi vidual needs.
3. Name of the organisation as you w ould w ant it to appear on the
EQU ASS Assurance certific ate
VAHTR AM ÄG I M TÜ
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 :
Asenduskoduteenuse osutamine
5. Organisation’s logo
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Information to be published on EQUASS website:
Name of the organi sation : Vahtramägi MTÜ
Post address: Mäe 33 Tartu 51008
Director: Helle Siigur
Contact person: Helle Siigur
Email:
[email protected]
Web: w ww.vahtraleheke.ee
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