MTÜ Johannes Mihkelsoni Keskus audit report Brüsselisse

EQUASS ASSURANCE ASUTUSE KÜLASTUSE ETTEVALMISTAMISE VORM Asutuse külastus: 7.-8.12.2016 MTÜ Johannes Mihkelsoni Keskus Triin Kraavi © 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. K as j a k u i das t e ol e te om a t ee n us ei d v i i m as e k ahe a as t a j oo k s ul e d as i are n d an u d? Ku i d as to i m ub u ut e t ee n us t e ar e nd us ? 2. M il l is e d on t e ie or g an i s ats i oo n i h u vi gr u pi d , k uid as te n e nd e v aj ad us t e k o ht a ta g as is i d et s a at e n i n g k as j a k u id as k aas at e ne i d t ee n us t e ar en d a m is s e? 3. M il l i n e on t ei e or g a n is a ts io o ni i ga - a as t a ne te g e vus t e p la n e e rim is e ja aru a n dl us e pr ots es s ? 4. K ui d as t o im ib or g a n is a ts io o ni p are n dus s üs t e em , m il l is e d on s e ll e tu l em us e d? 5. K ui d as to im i b pe r s o n a l i v är bam is e, ar e nd am i s e j a h in d am is e pr o ts e s s ? 6. K ui d as t o im ub k li en d i in d i v id u aa ls et e t e ge v us k av a de ees m ärk i de s ea dm in e j a tu l em us te m õõtm i ne ? 7. K ui d as T e m õõ d at e as u t us e t u lem us lik k us t? K u i das a n na t e s e ll e k o ht a i nf or m ats io o n om a h u v i gr u p p id e le ne i l e s o bi v a l v i is il ? 8. M il l is e id ar e nd us - j a i nn o v ats i oo n i proj ek t e t e o le t e v i im as e k ahe a as t a j ook s u l e l lu v i in u d? Version 1.0 2  1. Kvaliteedi põhimõtetele ja EQ U ASS Assurance kriteeriumitele vastavuse küsimused / teemad: Te en us e s a aj a d Kv al i te e d i ju ht J uh t/ dir ek tor Huv i gr up i d P er s o n a l Juht im in e 1. Mi l l is ed on as u tus e v is i oo n , m is s io o n x x x j a v äär t us e d ? 2. M i da s is a ld a b as u tus e k va li t ee d ip o l i it ik a, k as j a k u i das on s e d a x x x per s o n al i l e tu t v us t at u d? 3. K as o l et e t ea d l ik as u tus e p o o lt pak u ta v at es t t e en u s tes t? Kus t Te as u t us e k o ht a i nf or m ats io o n i s aa te ja x x k uid as a nn a te t a gas is i de t te i e s o o v id e j a v aj a d us t e k o ht a te e n u s e le ? 4. K u id as t o im ub a s ut us e a as t a p la a ni k oos t am in e j a k as s e l le pr o ts es s i os as x x x on v i im as te l a as t a te l m ida g i m uu tu n ud ? 5. M i l lis t l is a v ä ärt us t o n as u tus a nd n ud om a k oguk o nd a j a l a i em alt ü h is k on da ? x x x x K as ja k uid as te hi nd a te s el l is te te g e vus te t u l em us l ik k us t ? P er so na l 1 Kas as u tus h i nd a b tö ö ti n g im us i, k as ne n de os as on v i im as te l a as t at e l x x x r ak en d at ud m in g ei d m uu d at us i? 2 M i l l is e d on nõ u de d tö öt aj at e k om pet e nts i l e, k us t ne e d on x x x k ättes a ad a v ad , k ui d as on v õ im al ik v aj a d us e l t eh a m uud a t us i? Version 1.0 3  3 K as , k u i das j a k u i t ih t i v i iak s e l äb i te e nus e s a aj at eg a ots es e l t k ok k u x x x pu u tu v a p er s on a l i h in dam is t , m i l l is e d o n s e ll e t u lem us e d ? 4 K u id as t o im ub p e rs on a l i v är b am in e, x x x tu n nus tam i ne j a r ah u o l u m õõ tm in e? 5 K as ja k u id as h in d at e p ers o n a li x x k ool i tus te ef ek ti i vs us t ? Õ igu se d 1. K u i das t o im ub pers o na l i ja v ab a ta ht l ik e i nf orm eer im i ne te e nus e x x x s aaj at e õ i gus t es t j a k ohus t us t es t ? 2. K as t e e nus e s aaj a d o n te a d l ik ud om a õ ig us t es t j a k oh us t us t es t ? K u id as t oim u b x x x x te e nus e s aaj at e t ea v i tam i ne n en d e õ ig us t es t j a k oh us tus t es t ? 3. Ku i das t o im ub t ee n us e s aaj at e en es em äär am is õ ig us e p õh im õt te ar ves t am in e ig a pä e v as es t eg e v us es ? x x x x K ui d as h in d at e s e ll is e te g e vus e tu l em us l ik k us t i g a - aas tas e lt ? 4. K ui d as t o im ib k ae bus t eg a t e ge l em is e x x x x s üs t e em ? E eti k a 1. K as T e o le t e t e ad l ik ee t ik ap ol i i t ik as t ( põ h im õt et es t) ja k äit um is p õ h im õte tes t x x x te e nus e os ut am is e l ? K us te v aj a d us e l s e l l e i nf o l e i at e ? 2. Kas , k u id as j a k ui ti h ti hi n na t ak s e, et m eeto d i d, m i da rak e nd a tak s e te e nus e s aaj at e f ü üs i l is e, v aim s e j a m aj an dus l ik u x x x är ak as ut am is e e nn e tam is el , on ef ek ti i vs ed ? Version 1.0 4  3. K ui d as o n t a ga t u d t ee n us e s a aj a te k onf id e nts i aa ls us ja kui s ag e l i s e ll ek oh as e id põ h im õtt ei d üle v aa d at ak s e? K as s e l l e ü l e va at am is s e on x x x x k aas a tu d k a p er s o na l j a t ee n us e s a aj ad ? K ui d as te e nus e s aaj a id n e nd es t põ h im õt et es t t e a vi t at a k s e? 4. Kas T e t e at e, m i ll is ed ül es a nd e d o n as u t us e t ö öt aj at e l? K us Te v aj a d us e l x x x x x s e ll is t i nf ot s aa te ? 5. K u id as on t a ga t ud tu r va l i ne x x x tö ök es k k ond te e nus e os u t am is e l? Koo stöö suh t ed 1. K as , k el l e ga ja k ui das t eh ak s e te e nus te os ut am is e l ja ar e nd am is e l x x x x x k oos t öö d ? 2. K u id as T e h i nd a te , k as tei e k oos t öö x x x x on ol n ud ed uk as j a e e s m ärgi pä ra n e ? 3. K as j a k ui d as as u t u s on k üs in u d i nf o t x x x x v ä lis t e hu v i gr up p i de v aj a d us t e k o ht a? O s al em in e 1. Kas te e nus e s aaj a d os al e v ad x x x te e nus te p l an e er im is e l ja h in d am is e l n in g k ui das s e e t o im ub ? K as j a k ui d as te h i nd at e e nd a t eg e v us t e ed uk us t os a l em is e os as ? 2. K u id as T e i d on k aas a tu d te e nus te x ar e n d am is s e j a k as T eie et te p an ek ut e a lus e l o n t eh tu d k a m uu d at us i? K as T e te at e , k ui das te i l on õ ig us k aas a r ääk i d a? 3. K as j a k ui d as a it ab as ut us k aas a x x x te e nus e s a aj at e j õ us t am is e l e? K as per s o n al i o n s e l l ek s k oo l i ta tu d ? Version 1.0 5  Is ik uk e sk su s 1. Ku i d as o le t e v ä lj a s e l g it a nu d x x x o lem as o l e v at e t ee n us e s aaj at e ja po t en ts ia a ls e t e t e en us e s aaj at e v aj a d us e d j är gm is e k olm e aas t a j ook s u l ? 2. Kas te e nus t p a k utak s e v as t a v a lt x x x x te e nus e s a aj a v aj a d u s e le j a ta l l e k õi ge s ob i v am as as uk o has ? K as t e en us e s aaj a lt k üs i tak s e t em a ar v am us t j a k as na d o n t ee n us e g a r a h u l? 3. K ui d as ar v es t a tak s e ra h as t aj a te j a x x m uude h u v i gr u p p id e v aj a d us i , k as ne i d uur i tak s e /k üs i tak s e ? 4. M id a s is a l d a b i n d i vi d u aa l ne x x x x te g e vus p la a n n in g k as see k oos k õl as t at ak s e te e n us e s aaj ag a ? Lai ah a ar de li su 1. N im eta g e om a a s ut us e pe am is e d x x x s pr o ts es s i d . Kas , k uid as , m il l es t tu l en e v a lt j a m il l is e r eg u l aars us eg a T e ne i d ü l e v a at at e ? K a s T e arut at e om a as u t us e pr ots es s e om a te e nus t e r ah as taj a( t e) g a? 2. K u i das te ta g at e, et te e nus e x x x os u t am in e to im ub vas ta v a lt p l a ne er it u l e n in g i lm a tak is tus te t a ? 3. K u id as te ta g at e k õi g i x x x i nd i v i du a a ls es s e p l aa n i m ärg it u d te e nus te os u tam is e? 4. Ku i das j a k e ll e p o o lt o n m ää ra t le tu d x x x te e nus e s a aj at e e l u k va li t ee t? K u id as h in d at e, e t e l uk va l i te ed i e es m ärg i d o n tä i de t ud ? Version 1.0 6  5. K as ja kui s a g e li a na l ü üs i t ak s e x x x per s o n al i os k us e i d ja k om pete n ts e te e nus e s a aj a el uk v al i te e d i par a n dam is e l ? T ulemu st el e 1. K ui d as t e p l an e er it e j a m õõ da te i ga - x x x ori en te e rit u s aas t as e l t om a ee s m ärk id e t u lem us i? M il l is e id m õõ d ik ui d te k as ut at e? 2. K as T e ie te a te , m il l is e d ol i d as u t us e x x x te g e vus e d ja t u l e m us ed e e lm is e l aas t al ? Kas t e at e, k us t v aj a d us e l s el l is e i nf o s a ak s it e? 3. K u id as t oim u b er i ne v a te h u v i po o lt e x x x r ah u l o lu h i n dam i ne ? Pi dev a r eng 1. Ku i d as to im ub te ie as u tus es x x x te g e vus te pl a n ee rim in e, ne n de tu l em us te h i n dam i n e ja v aj a dus e l m uuda t us t e s is s e v i im in e? Kus t v aj a d us e l s e l l is ed p õ h im õtt e d l e iak s i te ? 2. T o og e nä i te i d p ar en d us p roj ek ti des t. x x x K ui d as on proj ek ti p la n e erim is e l m äär at l et u d, k u i das s e ll e e duk us t h i lj em m õõta ? 3. K as os k at e t u ua m õn e nä i te , k ui d as x x on as u tus t e ie vaj a du s i om a t e ge v us t e p la n eer im is e l ar ves ta n ud ? 4.T o og e n ä it e id i n no v ats i o on i - x x x pr oj ek ti d es t . Version 1.0 7  2. Nõutav dokumentat sioon EQ U AS S As s ur anc e ta ot l us es s e m ärg i tu d i nf o le j a lis a de l e p õh i n ed es pa l um e v aa t lus ek s e tt e v a lm is ta d a j är g n e v d ok um ent ats i oo n : 1. K va l it e e di p õh im õt te d 2. T öök orr a ld us e r e eg l i d 3. Par t ner i te j a per s o n a li t a gas is i dek üs i tl us t e tu l em us e d 4. Aas ta p l aa n i d 5. I nf ok irj a d , i nf o le h ed , i nf op ä e va al lk irj a le h ed 6. Am etij u he n d i d , p er s o n a l i k oo l i tus k a ar d id , ar en g u ves t lus t e pr ot ok o ll i d ja k ok k uvõ tt ed , s u pe r vis i oo n i ar u an d ed 7. N õ uk og u k oos o l ek u pr o t ok ol l i d 8. R A KE r ap or t, Dr af t A ud i t of O per a ti o ns re por t f or 2 00 7 E E0 5 1 P O 0 01 - O p er at i on a l Pr ogr am m e f or H um an R es o ur c e D e ve l opm e nt 9. Proj ek ti ta o tl us ed , p r oj ek t id e va h e- j a l õp p aru a n de d 10 . A l lk irj as t at ud he a t ah t e/ he a de k a va ts us t e l e p p e d 11 . T u g i is ik u k äs u nd u s l ep i ng u d 12 . R is k ia n al ü üs 13 . A n dm ek aits e e es k ir i 14 . K o os t öös u h et eg a s eo t ud e - k ir j a d 15 . I nd i v i du a als e d t eg e vus k a v ad 16 . H in d am is i ns tr um e nt 17 . T u g i is ik ute ar u a nd ed 18 . S is ea u d it i te k ok k uv õt te d Version 1.0 8  19 . S u un am is k ir j a d 20 . Ar t ik li d 21 . Pr oj ek ti e e lar v e m uu d at us , e - k irj a d, C A R e k o ol i tus e a l lk irj a l e he d Version 1.0 9  3. Personali, teenuse saajate ja teiste oluliste huvi gruppide intervjueerimine EQ U AS S As s ur anc e t ao t lus es an tu d v as t us te l e j a t õ en d it e l e p õh i ne d es p a lum e k orral d ad a i n ter vj u ud j är gm is te in im es t eg a (f unk ts io o n j a k es t v us ) : Juhtkond Kestvus 1. Kes k us e j uh a taj a 1 tu n d Personal Kestvus 1. K v a li t ee d i e es t vas t ut a v t öö taj a 1 tu n d 2. P ers on a l igr u pp nr . 1 ( k uni 5 t ö öt aj a t , 1 tu n d er in e v ad s p e ts i a l is t i d, p õ hi p er s on a l, va j uh at aj a j a k v a l it ee d i e es t vas t ut a v tö ö taj a ) 3. P ers o na l i gr u p p nr . 2 ( k un i 5 tö ö taj at , 1 tu n d er in e v ad s pe ts ia l is t i d, te is e r i n gi pers o na l) Teenuse saajad Kestvus 1. K l ie n di gr u pp nr . 1 ( k uni 5 k li e nt i , 1 tu n d er in e v at e t ee n us t e k l i en d i d) 2. K l ie n di gr u pp nr . 2 ( k uni 5 k li e nt i , 1 tu n d er in e v at e t ee n us t e k l i en d i d) Teised huvigrupid Kestvus 1. R a has taj at e es i n daj ad ( k un i 2 in im es t) 1 tu n d 2. K oos t öö p ar t n er it e es in d aj a d (k un i 4 1 tu n d i nim es t) Version 1.0 10  4. Asutuse kül astuse ajakava formaat As ut us e k ül as tus pe ak s o l em a k orra l da t ud v as t a v al t j är gn e v at e le j uh is te l e: a. As ut us e k ül as tus pe ak s o l em a k av a nd a tu d k ah e l e tö ö pä e v a le ( = 1 6 tu n d i) b. Dok um en ta ts io o ni g a t ut v um in e p e ak s olem a p l an e er it ud es im es e 3 h s is s e k ülas tus e es im es e l p ä e va l . c . P äe v ak a vas pe ak s ol em a s ag ed as ed pa us i d (1 5 – 3 0 m inu t it) , et a u d ii t or s aak s in d ik aa to r i t e tõ e nd e i d ü le va a d at a j a k orr as t ad a . d. In ter vj u ud j uh tk on n a, per s o na l i j a t e is te g a ( vä l is ed hu v i gr up i d/ par tn er i d) pe ak s k es tm a m ax 30 - 5 0 m in ü h e in ter vj uu k oh t a . I n ter vj u u d t ee n us e s aaj at e ga pe ak s id ol em a k orra l da t u d gr u p ii n ter vj u ud e na ( m ax 5- i n im es t k orr ag a) e. J uh i g a/ d ir ek tor ig a i n ter vj uu p e ak s ol em a p la n ee ri t ud as ut us e k ülas t us e te is e le p ä e va l e ( s o o v it a va l t p ea l e lõ u na l) . f. Lõ p l ik as ut us e k ül as t us e pr ogr am m peak s o lem a t ao t lej a j a au d i it or i va h e l k ok k u le p it u d j a s a ad e tu d EQ U A S S k o ha l ik ul e es in d aj a l e . Version 1.0 11  Asutuse külastuse ajakava kuup ä ev P äev 1 Ae g T egev us ( l üh ik e k irj e l dus ) 9: 3 0- 1 0. 0 0 A v ak oos o lek , k es k us e ga t u t vum in e 10 . 00- 1 3. 0 0 Dok um en ta ts io o ni g a t ut v um in e 13 . 00- 1 3. 4 5 Lõ u na p aus 13 . 45- 1 4. 4 5 In ter vj u u te e nus t e k v a l it e ed i e es t v as t ut a v a tö öt aj ag a 14 . 45- 1 5. 0 0 In d ik aa tor i te t õ en d it e ü le v a at am in e 15 . 00- 1 6. 0 0 In ter vj u u p er s o n al i gr u p ig a nr .1 16 . 00- 1 7: 0 0 In ter vj u u k l i en d ig ru p ig a nr. 1 kuup ä ev P äev 2 Ae g T egev us ( l üh ik e k irj e l dus ) 9: 0 0- 10 . 00 In ter vj u u p er s o n al i gr u p ig a nr .2 10 . 00 .- 1 0 .1 5 In d ik aa tor i te t õ en d it e ü le v a at am in e 10 . 15- 1 1. 1 5 In ter vj u u k l i en d ig ru p ig a nr. 2 11 . 15- 1 1. 3 0 In d ik aa tor i te t õ en d it e ü le v a at am in e 11 . 30- 1 2. 3 0 In ter vj u u r a has taj at e e s i nd aj a t eg a 12 . 30- 1 3. 3 0 Lõ u na p aus 13 . 30- 1 4. 3 0 In ter vj u u k o os t öö p art n er it e es i nd aj a t eg a 14 . 30- 1 4. 4 5 In d ik aa tor i te t õ en d it e ü le v a at am in e 14 . 45- 1 5. 4 5 In ter vj u u k es k us e j u h a taj ag a 15 . 45- 1 6. 0 0 K ok k uvõt e te t e gem i ne 16 . 00 Lõ p uk oos o lek Version 1.0 12 EQUASS ASSURANCE AUDIT REPORT Site visit: 7. -8.12.2016 MT Ü Johannes Mihkelsoni Keskus Triin Kraavi © 2012 by European Quality for Social Services (EQUASS) All rights reserved. No part of this document may be reproduced in any form or by any means, electronic, mechanical, photocopying and recording or otherwise without the prior written permission of the EQUASS.  1. Information of the social service provider Na me of th e so ci al M T Ü Joh ann e s M ihk e lso ni K e sku s se rv i c e p rov id er Ad d re s s: Rii a 1 3 - 23 T art u E st on ia Po st bo x: P er so n re sp on sib le T õnu Int s (C EO ) : Cont ac t p e rs on: V er oni k a V a rep Pho ne: + 37 2 7 3 00 5 41 Fa x: E- m a il: jm k@ jm k. e e W eb s ite: w w w .jm k. ee Na me of Au dit o r: T riin K r aav i Dat e s of aud it : 7.- 8. 1 2. 2 01 6 Cli en ts: Num ber of p ers on s er v ed : 1 65 As of ( d at e): D ec em be r 2 0 16 St aff: Num ber of Fu l l t im e s t af f : 7 Num ber of P ar t t im e s t af f : Num ber of C on tr ac t e d s taf f : 48 Num ber of vo l un t eers (if ap p l ic a b l e) S erv ic e s: Job c ent r e ( lon g - te r m t ra in ing s an d se rv i ce s f or un emp lo ye d p eo p le ) , sup po rt p e r son se rv i c e, r e so ci al iz ati on , su ppo rt pe r son se rv i c e fo r ref uge e s i n Est oni a 2  2. Audit program kuup ä ev P äev 1 Ae g T egev us ( l üh ik e k irj e l dus ) 9: 3 0- 1 0. 0 0 A v ak oos o lek , k es k us e ga t u t vum in e 10 . 00- 1 3. 0 0 Dok um en ta ts io o ni g a t ut v um in e 13 . 00- 1 3. 4 5 Lõ u na p aus 13 . 45- 1 4. 4 5 In ter vj u u te e nus t e k v a l it e ed i e es t v as t ut a v a tö öt aj ag a 14 . 45- 1 5. 0 0 In d ik aa tor i te t õ en d it e ü le v a at am in e 15 . 00- 1 6. 0 0 In ter vj u u p er s o n al i gr u p ig a nr .1 16 . 00- 1 7: 0 0 In ter vj u u k l i en d ig ru p ig a nr. 1 kuup ä ev P äev 2 Ae g T egev us ( l üh ik e k irj e l dus ) 9: 0 0- 10 . 00 In ter vj u u p er s o n al i gr u p ig a nr .2 10 . 00 .- 1 0 .1 5 In d ik aa tor i te t õ en d it e ü le v a at am in e 10 . 15- 1 1. 1 5 In ter vj u u k l i en d ig ru p ig a nr. 2 11 . 15- 1 1. 3 0 In d ik aa tor i te t õ en d it e ü le v a at am in e 11 . 30- 1 2. 3 0 In ter vj u u r a has taj at e e s i nd aj a t eg a 12 . 30- 1 3. 3 0 Lõ u na p aus 13 . 30- 1 4. 3 0 In ter vj u u k o os t öö p art n er it e es i nd aj a t eg a 14 . 30- 1 4. 4 5 In d ik aa tor i te t õ en d it e ü le v a at am in e 14 . 45- 1 5. 4 5 In ter vj u u k es k us e j u h a taj ag a 15 . 45- 1 6. 0 0 K ok k uvõt e te t e gem i ne 16 . 00 Lõ p uk oos o lek 3  3. Detailed feedback on performance 1. The social ser vice provider def ines documents and implem ents its vision and mission values on ser vice provision. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents V is io n, m is s i on a n d c or p or at e v a lu es are d oc um ent e d i n Q u al i t y Pr inc i p les an d p u bl is h ed on t h e we bs it e. It was c o nf ir m ed d ur i ng in t er v ie ws th a t em pl o ye es wer e a war e of th e m is s io n , v is io n a n d c or por a te v a lu es . 2. The social ser vice provider def ines, documents, and implements its qualit y policy by determining long term qualit y goals, and its commitment to cont inuous improvement. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif icat ion program . Str e n gt hs Im pro vem e nt & de v e lo pm ents J M K ’s l on g t er m goa l s an d c om m itm ent It is a d v is a b l e to p u bl i s h J M K l on g t erm to c o nt i nu o us i m pr ov em en t is go a ls a nd c om m itm ent to c on t in u ous doc um en te d i n Q u a l it y Pr i nc i pl es . im pro v em ent a ls o t o yo ur par tn ers a n d pers o ns s er v ed (e .g . pu b l is h t h at o n t h e It was c onf ir m ed dur i ng i nt er v i e ws th at we bs it e). s taf f is inf or m ed a n d a war e of J M K ’s qu a l it y p o l ic y. A ud i it or s o o vi t ab j ag a da i nf ot p ik aaj a l is te ees m ärk i de ja pi d e va l e are n g ul e p üh e nd um is e k oh ta ka k lie n ti d e le ja p ar t ner i te l e (n ä it ek s a va l d ad a s e e k o du l e h e l). 4  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. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents St ak eh o l der s ha v e d if f ere nt op p ort u n it i es to give f e e db ac k : via wri tt e n s a t is f ac t i on s ur ve y, a t f ac e to f ac e m eet i n gs , via te l ep h on e c a l ls , f ee db ac k t o r e por ts , e - m ails e tc . J M K has d oc um e nt ed th e f e e db ac k f rom f un di n g b od i es a nd pe r s ons s er ve d . T his was v er if i e d by i n s p ec t in g th e doc um en ta t io n and dur i ng th e i nt er v ie ws wit h t he c l i en ts , c o - o p era t io n par t ners , re pr es en ta t i v e of f un d in g bo d y an d p ers on n e l th at t he y ar e a war e of th e d if f ere n t p os s i b i l i ti es h o w to gi v e f ee db ac k . 4. T h e s oc i a l s er v ic e pr o v i d er inf o rm s al l s tak e ho l de rs a b ou t t h e of f er ed pro gr am m es a n d s er v i c es a v ai l a bl e . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents 5 JMK has dif f er en t wa ys to give i nf orm at io n t o s t ak eh o ld er s : we b p ag e, rep or ts , a n nu a l p l an , Q u al i t y Pr i nc ip l es , i nf orm at io n l e tt er , F a c eb o ok , s em ina rs , m eeti n gs , p h o ne c a l ls etc . It was c o nf ir m e d dur i ng t he in te r vi e ws th at d if f ere nt s t ak eh o l der s ar e a war e of J M K ’s pro gr am m es , s er v ic es , ac t i v i ti es , res u l ts etc . 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 . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents J M K ha s doc um en te d a nd im pl em ent e d th e a nn u a l pl a n ni n g pr oc es s . A n nu a l p la n is v er y c om pr e he ns i v e: t he re is an n ua l p l an , im pr o v e m ent pl a n, tr a in i n g p la n, ba l anc e s t at em ent , pr oj ec t bu d ge t, f ee db ac k f r om dif f er e nt s er v ic es . A nn u a l p la n is r e v i e wed at le as t 4 t im es a ye a r. T his was c o nf i r m ed b y ex am in i ng th e an n ua l p l an n i ng d o c um ent at i o n an d i nt er v ie ws wit h t he per s on n e l a nd m anag ers . 6  6. T he p l a n i nc lu d es :  an n ua l o u tc om es / tar ge ts  th e ac ti v i t ies t o b e u n der t ak en i n ac h ie v i n g th e a nn u a l tar g ets  m onit or i ng of th e pe rf orm anc e of t he or g an is at i o n i n m eet in g its an n ua l t ar ge ts  tim e- s c al es a n d pr oc e dur es f or r e v i e w a n d r e v is i o n. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents J M K ha s v er y th or ou g h a nn u al pl a n th a t has l is t e d am on g o th er t o pic s a ls o obj ec t i v es / t ar g e ts , k e y ac t i v i t i es , r es u l ts an d re v i e w of o b j ec t i v es a nd t ar ge ts . Ma n ag er of JMK h as a p pr o ve d the an n ua l p l a n. 7. T h e s oc i a l s er v ic e p r o v i der d em ons tr at es org a n is a t io n ’s s uc c es s i n s at is f yi n g th e n e eds a nd ex p ec t a ti o ns of t h e s oc i et y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents 7 JMK h as d if f er e n t wa ys to c ol l ec t f ee db ac k : s a tis f ac t i on s ur v e ys o nc e a ye ar , f e ed b ac k qu e s ti o nn a ir es af t er tra i n in gs , f ac e t o f ac e m eet in gs , p h on e c a lls , r e p or ts , i nf or m at i on s em i nar s etc . It was c o nf ir m e d dur i ng t he in te r vi e ws th at s t ak eh o ld er s ar e v er y s at is f i e d wi t h th e c o- op er at i o n wi t h JMK a nd the res u l ts th e y ar e ac h ie v i ng . 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. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents J M K s er v ic es h a v e pos i t i ve ef f ec t o n d if f ere nt s oc ia l as p ec ts – s ens e of s ec ur i t y i n t he c om m unit y i nc r e as es , hom e la n d s ec ur it y im pr o v es , c us tom ers are m ore c o nf i de n t i n ot her as pec ts of l if e t ha t ar e n ot c on n ec t e d to JMK s er v ic e , s uc c es s s tor i es inf lu e nc e a ls o th e ir f am i l ies , p os i t i v e ef f ec t on th e ec o n om y if c us t om er h as a j o b etc . T his was v er if ie d b y i nt er v ie ws wi th t he pers o n ne l , m an a ge r a nd c us t om er s . 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 . 8 Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents J M K h as d oc um ent e d s taf f r ec r u i tm ent po l ic y a nd r ec r u itm en t pr o c es s in Q u al i t y Pr inc i p les . T h is inc l ud es a ls o th e re q u ir em en ts of k no wle d ge , s k il ls an d c om pet e nc es of f u ll t im e s taf f a n d c on tr ac t ed s t af f . Rec r u itm en t p o l ic y is bas e d on th e e q ua l i t y an d non- d is c rim i na t io n . 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 . Remark from the au ditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents 9 J M K o per a tes wi t hi n m anda t or y n at i on a l l eg is l at i on . JMK has d oc um ent e d the p ol ic y of s ho wi n g r ec o gn i ti o n t o s t af f . T h e y us e no n- m on et ar y r ec o g n it i on – ver b a l rec o g n it i on , c e l ebr a ti o n of bi r t hd a ys a n d ot h er im por t a nt e v en t s l ik e b ir t h of a c h il d , c om m on e v e nts at l e as t o nc e a ye ar . JMK h as as s es s ed i ts work en v ir o nm ent , per f or m ed r is k a n al ys is an d h as r e le v a nt d oc um e nt at i on c onc er n in g s af e wor k i ng an d f ir e s af et y . 11. The social ser vice trains all staff based on a plan f or leaning and development and evaluates the eff ectiveness of the training. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents J M K h as t r a i n in g p la n th at is as s es s e d dur i n g t h e a n nu a l p l an r e v i e w. Eac h em pl o ye e h as p er s on a l tr a in i n g c a rds wh er e a ll t r a i n in gs ar e r e g is t er ed . Dur i n g de v e l opm e nt dis c us s io ns and s at is f ac t io n s u r ve ys th e ef f ec t i v e nes s of tra i n in gs is e va l u at e d a n d inf or m at io n on tr a i ni n g n ee ds is g at h er e d . 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 . 10 Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents T he c om pet e nc e r eq u ir em en ts of s taf f are doc um en te d i n Q u a li t y Pr i nc ip l es . T he p erf or m anc e of s taf f m em bers wh o are d ir ec tl y i n v o l v ed i n th e pr o v is i o n of s er v ic es is r e v i e we d d ur in g r eg u la r m eeti n gs a nd wi th f e e db ac k of d if f ere nt s tak e ho l de r s . 13 . T he s oc i a l s er v ic e pr o v id er r ec o g n is e s th e s taf f as a r es ourc e f or f ee db ac k on or ga n is at i on a l perf orm anc e , s er v ic e d e ve l o pm ent an d s taf f de v e l opm en t Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents JMK h as d oc um en te d in Q u al i t y Pr i nc i p l es t ha t e v er y em pl o ye e has th e ri gh t to be a p ar t in pl a n ni n g an d e va l u at i ng th e s er v ic e. T h is is d o ne i n reg u l ar m eet i ngs , s a tis f ac t i on s ur ve ys an d d e v el o pm ent d is c us s io ns . F ee d bac k f rom the s taf f is d oc u m ente d an d us ed f or s tr at e g ic a nd a n nu a l p la n ni n g. 14. The social ser vice provider has mechanisms in place to enhance satisf action and mot ivat ion of staf f 11 Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents S at is f ac ti o n a n d m oti v at i on of s t af f is m eas ur ed i n d e v el o p m ent d is c us s i ons , s at is f ac t io n s ur ve ys an d m ee t in gs t h at are doc um en te d. J M K us es n on - m o ne t ar y r ec o gn i ti o n – v erb a l r ec og n it i on , c e le br at i on of b irt hd a ys a nd o t her im por ta n t e ve nts l ik e b irt h of a c h i ld , c om m on e v en ts a t l eas t o nc e a ye ar . 15 . T h e s oc i a l s e r vi c e p ro v i de r as s ur es th e r i gh ts of p ers o ns s e r ve d ou t l in e d in a Ch ar ter of R ig h ts wh ic h is bas e d on t he E U C har t er of Fu nd am en ta l Ri g hts , t he E ur op e an C on v e nt i on f o r t he Pr ot ec t io n of Hum an Ri g hts a n d Fu n dam e nt a l Fre e dom s of the Cou nc i l of E uro p e an d o th er i nt er n a ti o n al h um an r i gh ts c on v e nt i ons , es p ec ia l l y t h os e e l ab or at ed u nd er th e U ni t ed N at i o ns . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents 12 J M K h as d oc um en t e d t h e R i gh ts an d It is ad v is ab l e t o r e v i e w a nd u pd at e th e Du t ies of pe r s o ns s er ve d . They are agr e em ent t em pl at e b et we e n s u pp o r t doc um en te d i n t h e a gr e em en t be t we en pers o ns a nd c us t om ers a nd s tr uc tur e s up p ort pe r s o ns and c us tom er and th e a gr eem en t s o t h at t h e ri g hts a n d s up p ort pe r s o n ’s j ob d es c r i p ti o ns . du t ies of c us t om er s a nd s u p po rt Ri g hts an d Du t ies c om pl y wi th a ll pers o ns ar e m ore c le a rl y wr it t en . i nt ern a ti o n al hum an r i gh ts c o n ve n ti o ns . A ud i it or s o o v it a b ü le v a ad a ta ja It was c onf ir m ed dur i ng i nt er v i e ws th at uu e nd a da k l i e nd i l ep i ng u põ hj a ning pers o n ne l ar e a war e of t he r ig hts a n d s truk tu re er i da l ep i ng ni i , e t k li en d i j a du t ies of t he per s o ns s er ve d . tu g i is ik u õ ig us ed j a k oh us tus e d o l ek s id s e lg em in i vä lj a to o du d . 16 . T h e s oc i a l s er v ic e pr o v i d er inf orm s th e pers o n s er ve d a bo ut h is / h er ri gh ts a nd d ut i es es pe c i al l y t o eq u a l tre atm e nt o n gr ou n ds of a g e, d is a b i li t y, ge n de r , r ac e , r e l ig i o n or be l i ef an d s ex u al or ie nt a ti o n b ef or e rec e i vi n g t he s er v ic es . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents Cus tom ers ar e i nf or m ed a b ou t t h e r ig h ts an d du t ies at t he b eg i n ni n g of eac h s er v ic e a n d th e y s i g n th e a gr e em en t wi t h s up p or t per s o n. It was c o nf ir m e d dur i ng t he in te r vi e ws th at pers o ns s er v e d wer e a war e of th e ir ri gh ts a nd du t ies . 17 . T he s oc i a l s er v i c e pr o v id er h as ac c es s ib l e c om pl a i nt m ana g em ent s ys tem wh ic h r e gis t e r s f ee d bac k o n perf orm anc e f rom pers o n s s er v ed , purc h as er s an d o th er r e le v a nt s t ak eh o ld ers . 13 Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents Com pl a i nts c a n b e p r es e n te d in wr it te n or ora l f or m ( d ir ec t l y to pr oj ec t m anag er , v i a t e le p ho ne , e - m a il , m ai l, we b pa g e, o n s i te at t h e c e ntr e) . J M K h as doc um en te d t he pr oc e dur e h o w to h an d l e c om p la i nts in Q ua l i t y Pr i nc i p l es . No c om pl a in ts h a ve b e en pres e nt e d s o f ar . 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 . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents J M K c us t om er s ar e f r ee t o d ec i de a nd c ho os e t he s er v ic es t he y wa n t to us e. T he perf or m anc e r e la te d to s elf - de t erm in at i on is e va l ua t ed in s at is f ac t io n s ur ve ys an d f ac e to f a c e m eeti n gs wi t h t he c us t om er s . T his was v er if i ed b y e x am in i ng r el e v a n t doc um en ta t io n an d wi th i nt er v ie ws wi th pers o n s er v ed an d p er s on n e l. 14  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 . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents S up p ort p er s on s er vi c e is o ne of t he m ain pr oc es s es JMK of f er s to c us t om ers . T he p er f or m anc e of s up p ort pers o n pr oc es s is e v a lu at e d a n nu a l l y, at l e as t 4 t im es a year dur i n g an n ua l p la n r e v i e w . 20 . T h e s oc ia l s er v ic e pr o v i d er def in es a n d doc um en ts its p o l ic y o n et h ic s th at r es p ec ts a nd as s ur es th e d i gn i t y of th e p ers o ns s er v e d, pro tec ts th em f rom un du e r is k an d pr om otes s oc i a l j us t ic e Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents J M K h as doc um en te d et h ic a l pr i nc i p l es an d va l ues of t he s t af f . It was c onf ir m ed dur i ng i nt er v i e ws th at s taf f is i nf or m ed a bo u t th e e th ic a l pr inc i p les a n d c or r es po n d in g to J M K ’s v a lu es is th e b as is of r ec r u i tm ent of ne w s t af f . 15  21 . T he s oc ia l s e r vic e pr o v id er op er at es m ec han is m s wh ic h pr e ve n t th e ph ys ic a l, m ent a l a nd f i na nc i al ab us e of u s ers . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents J M K h as a doc um en t ed pr oc e d ure h o w to pr e ve nt c us t om er s ’ ph ys ic a l, m en ta l an d f i n anc i a l a b us e . Cus tom er s ar e i nf orm ed ab o ut t he d an g er s dur i n g t h e s er v ic e . All s up p or t p er s o ns go to s pec i a l tr a i ni n g wh er e le ar ni n g ab o ut et h ic s is ver y im p or t a n t par t. T he ef f ec t i v e nes s of th is pr o c e d ure is e va l u at ed by the f e ed b ac k f r om the c us t om ers . 22 . T he s oc i a l s er v i c e pr o v id er pr o v i des s erv ic es i n a s af e s ys tem of work i n g wit h in a s af e e n v iro nm en t t o e n s ure th e ph ys ic a l s e c ur it y of pers o ns s er v ed , t he ir f am il i es a nd c ar e tak ers . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents 16 JMK h as as s es s ed i ts work en v ir o nm ent , per f or m ed r is k a n al ys is an d h as r e le v a nt d oc um e nt at i on c onc er n in g s af e wor k i ng a nd f ir e s af et y. It is s t at e d in c us t om er ag r e em en t t h at th e ag re em en t can be t er m in at e d if th er e is a d an g er t o s up p or t p er s o n or to p ers ons c l os e t o th em . P er s o nn e l was a wa re of th e pr oc e d ur es , a ls o re le v a nt d oc um ent at i o n was ins p ec t e d. 23 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es a s e t of pr inc i p les , v a l ues a nd pr oc e d ur es t ha t go v er n b e ha v i o ur i n s er v ic e de l i v er y c o nt a in i n g as p ec ts of c o nf i d en ti a l it y, ac c u rac y, pr i v ac y an d i nt egr i t y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents J M K h as doc um en te d et h ic a l pr i nc i p l es an d va l ues of s t af f . It was c o nf ir m e d dur i ng t he in te r vi e ws th at s t af f was a wa r e if t he et h ic a l pr inc i p les an d v a l ues . 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 . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program 17  Str e n gt hs Im pro vem e nt & de v e lo pm ents JMK h as doc um en te d pr oc e d ure f or ha n d li n g p er s on a l d a ta an d doc um en t m anag em en t. C onf id en t ia l i t y is a ls o s ta te d i n c us t om er ag r eem e nts . Ac c es s to c om put er s is pr ot ec t e d b y pers o na l us er n am e a nd pas s wo r d, d oc um en ts o n pa p er ar e i n l oc k ed c a b in et . E l ec tr o n ic a l pers o n al da t a is f or war d ed enc r yp te d , pa p er d oc um en ts ar e s en t b y r e g is t er ed m ail . W hen c us t om er s j oi n t h e pr o gram th e y s i gn a gr eem e nt th a t t h e y agr e e th at t he ir p er s on a l da t a is c ol l ec t e d an d an a l ys ed . J M K as k s c u s t om er s if th is pr oc e dur e is ac c e p ta b le wh e n th e y sign c us tom er agr e em ents . 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 . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents 18 Ma n ag ers r o l e a nd r es p o ns ib i l it i es is wri tt e n in J M K ’s a r t i c l e s o f a s s o c i a t i o n t h a t i s a l s o p u b l i s h e d o n we b s i t e . Th e r o l e s a n d r e s p o n s i b i l i t i e s o f s t a f f t h a t a r e d i r e c t l y i n vo l ve d w i t h s e r vi c e s d e l i ve r y a r e p u b l i s h e d i n j o b d e s c r i p t i o n s a n d wo r k contracts. Roles and responsibilities are a l s o p u b l i s h e d o n we b s i t e . 26 . T h e s oc i a l s er v ic e pr o vi d er work s i n p art ners h i p wi th o th er or g an is at i o ns i n th e pr o v is io n of s er v ic es . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents J M K h as m an y f u nd er s an d c o- op er at i o n par t ners : dif f er e nt m inis tr ies , loc a l m unic i pa l it i es , f u nds , pr is ons , p ub l ic em pl o ym e nt s e r vic e e t c . T he a dd e d v a l ue of J M K ’s p ar t n ers h i ps is e v a lu a te d and d oc um en t ed dur i n g an n ua l p la n r e v ie w an d s up er v is or y bo ar d m ee t in g . 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 . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents 19 J M K has ve r y c los e c o - o p er at i on wi th f un di n g b od i es and c us tom ers to de v e l op th e s er v i c es . They as k reg u l ar l y f ee d b ac k f r om dif f ere nt s tak e ho l de r s and ha v e m ad e im pro v em ent s u gg es t i ons to f u n ders th at h a v e a ls o be e n t ak en i nt o ac c o u nt wh e n n e w pr oj ec ts a r e s t ar t ed (m ore c ou ns e ll i n g s er v ic es , ad d it i o na l s u p po rt s er v ic es i n wor k c e n tr e, h ous i n g s e r vic e i n r es oc i a l i za t io n) . 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. Remark from the auditor: The ser vices of the social ser vice pr ovide rs meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents JMK h as d oc um en te d in Q u al i t y Pr i nc i p l es h o w c us t o m er s ar e i nc l ud e d i n e va l u at i ng in d i v id u a l ne e ds , p l a nn i n g th e s er v ic es a nd ev a lu a t in g t he s er v ic es . T ar g ets a nd ac t i v it i es ar e agr e e d i n in d i v id u a l p la ns . Cus t om ers e va l u at e t h e s er v ic e a nd th e pr oc e d ures onc e a ye ar i n i nt e r v i e ws or wr i tt e n f ee db ac k . 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 . 20 Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents Cus tom ers s i gn a gr ee m ents bef or e t he s er v ic e an d a gr ee t h e ac t i vi t ies th at wi l l be do n e i n i nd i v i du a l p l an . P la ns are r e gu l ar l y r e v ie we d ( at l eas t onc e a ye ar ) . 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 Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents Cus tom er em p o wer m ent is o n e of t he m ain o bj ec t i ves of J MK . M on i tor i n g rep or ts of pr oj ec ts a n d s u p po r t pe rs o ns ’ rep or ts ha v e doc um en t ed pr oof ho w c us t om er em po wer m en t h ad s tre n gt he n e d. It was v er if i ed a ls o wit h i nt er v ie ws wi t h t he c u s tom er s . 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. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program 21  Str e n gt hs Im pro vem e nt & de v e lo pm ents A l l s u p por t per s o ns ha v e ha d s p ec i a l s up p ort per s o n ’s tr a i n i ng . S u per v is i o n is c arr ie d o u t r e gu l ar l y f or s taf f . It was c onf irm ed d ur in g i n t er v ie ws t ha t th e s taf f was a wa r e th at th e ir m ai n obj ec t i v e is to s tr e ng th e n t he em po werm en t. 32 . T he s oc i al s er v ic e pr o v i der s e lec ts pr ogr am m es wh ic h are bas e d o n a ne e ds as s es s m ent at th e l oc at i on wh ic h i s m os t c o n ve n i en t f o r th e p ers on s er ve d , f am i l y a nd c a r e tak er s Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents T he n e eds of c ur r e nt an d po te n t ia l c us t om ers ar e an a l ys e d an d doc um en te d in s u per v is or y b oar d m inut es of m ee t in g . Cus tom ers c onf ir m ed du r i n g in t er v ie ws th at t he l oc at i on was s u it ab l e f or t hem . Ref u g ee s up p or t p e r s on s er v ic e is of f ere d i n a l l p ar ts of Es t o n ia . 33 . T he s oc i a l s er v i c e pr o v id er of f ers p rog ram m es c ons is te n t wit h t h e i de nt if ie d n ee ds of i ts c us t om ers an d o bj ec t i v es f or t h e pr ogr am m e. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program 22  Str e n gt hs Im pro vem e nt & de v e lo pm ents T he ne e ds of f in a n c i ng b o di es ar e s ta te d i n t h e c on tr ac ts . Re ac h in g th e obj ec t i v es is r eg u la r l y m on it or ed by proj ec t m on i tor i n g r e p or ts , pr oj ec t f i na l rep or t, a nn u al p l an e v a lu at i o n. Me e ti n g th e n ee ds of pe r s ons s e r ve d is e va l u at ed by f ee d bac k f r om th e c us t om ers . 34 . T he s oc i a l s er v ic e pr o v i der o per at es in d i v i du a l pr oc es s es t h at are dr i ve n b y th e n e eds of t he p e r s on s er ve d . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents T he n e eds and ex p ec ta t io ns of c us t om ers ar e wr it te n do wn in i n d i vi d u al p la ns t o ge t her wi t h t ar ge ts and ac t i v it i es p la n ne d. I n d i vi d ua l p l ans ar e c om pos e d in c o - op er at i o n wit h c us t om ers . T h is was ver if ie d wi t h i nt er v ie ws wi t h c us tom er s . 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. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents 23 In d i v id u al p l a ns ha v e the f o l l o wi ng i nf orm at io n: wh e n th e p la n was c om pos e d , wh e n it wi l l ex pir e , ge n er al l on g- t erm go a ls , s h or t ter m go a ls a n d ac t i v it i es , d e ad l i ne , r e s po ns i bl e p ers on , res u l ts a nd ot her r e m ar k s . Ind i v i du a l p la ns ar e a gr e e d b y t h e c us t om er . 36 . T he s oc i al s er v ic e pr o v i d er i d e nt if i es , d oc um en ts , a nd m a in t ai ns t he k e y s er v ic e d e l i ver y pr oc es s es t o th e p ers o ns s er v ed in l i n e wi th its vis i o n, m is s io n s ta t em ent a n d q u al i t y p ol ic y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents S er v ic e d e l i ve r y pr oc es s es a re des c r i b ed in Q u a l it y Pr inc i p les a nd proj ec t d oc um en t at i o n. Pr oc es s es ar e reg u l ar l y r e v ie we d i n m onit or i ng r ep orts an d a n nu a l p l an r e v i e w. S er v ic e de l i v er y pr oc es s es a r e i n c om pl ia n c e wi t h th e m is s i o n, q ua l i t y p o lic y an d s pec if ic a t io ns m a de b y f u n der s . T h is was v er if i ed by ex am in i n g th e doc um en ta t io n a nd dur i n g i nt er v ie ws wi t h th e f un d in g b o d ie s . 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. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program 24  Str e n gt hs Im pro vem e nt & de v e lo pm ents S er v ic e de l i v er y pr oc e s s es ar e r e g u lar l y re v ie we d in m ee t in gs , i n f ac e t o f ac e an d te l ep h o ne c o nt a c ts wit h f u n ders , m onit or i ng r ep or ts an d a n nu a l p l an re v ie w. In ter n a l a u d its ar e c ar r ie d o ut f or a l l s er v ic e d e l i v er y pr oc es s es . T h is proc es s is d es c r i be d in Q u a li t y Pr i nc i p l es . 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 . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents 25 It is d oc um e nt ed i n Q u al i t y P r i nc i pl es ho w th e c o nt i nu um of s er v ic es is ens ur e d. J M K is f u nd e d b y d if f ere nt proj ec ts . T he pr oj ec t m anag er wi l l s t art to s e arc h f or n e w f u nd i n g pos s i b i li t ies at l eas t 6 m ont hs b ef or e t h e pr oj ec t en ds . W hen th e f un di n g is not c on t in u ed , t he n pr oj ec t m an ag er s earc h es f or nec es s ar y s er v ic es f rom ot h er s er v ic e pr o v i der f or th e c us tom er. T he e v a l ua t io n of c on t in u i ng s er v ic e de l i v er y is d o ne b y pr oj ec t m o ni t ori n g rep or ts , an n ua l r e por t, s u per v is or y bo ar d r e po r t . T his was v er if i ed by e x am i n in g the doc um en ta t io n an d wi th i nt er v ie ws wi th pers o n ne l a n d f u n di n g b o di es . 39 . T he s oc ia l s er v ic e pr o v i d er d e ve l o ps a s eam l es s c o nt i n uum of s er v ic es a nd red uc es b ar r ier s i n a m ult i- d is c i p li n ar y or m u lt i - ag e nc y s et t in g . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents T he barr i er s of s e am l es s c on t in u um of pro gr am m es is d is c us s ed i n s u per v is or y bo ar d an d r e p or t ed in pr oj ec t m on it or i ng rep or ts . JMK h as c o - o p er at i on wi th ot h er s er v ic e pr o v i d er s to he l p the c us t om er t o r e ac h th e i r g o als . T his was v er if i ed by e x am i n in g the doc um en ta t io n an d wi th i nt er v ie ws wi th pers o n ne l a n d c o - op er at i on par t ners . 26  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 . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents T he s e r vic es of J M K a im to im pr o v e t h e qu a l it y of l if e of c us t om er s . Q ua l i t y of l if e is e v a l ua te d i n c u s tom er ’s pers o n al prof i le a n d in d i v i du a l p la n h as a c t i v it i es to im pro ve t h at . T he ef f ec t i v e nes s of qu al i t y of l if e i ni t ia t i ves ar e m eas ur ed a nd r e p ort ed i n s up er v is or y b oar d m ee ti n g . 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 . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents 27 Ma i n res p ons i b i li t y of c on tr ac t ed s taf f is to s u pp or t t h e im pr o v em ent of qu a l it y of l if e on e ac h c us t om e r , inc r e as e s oc i a l s k il ls , s e lf - m ana gem e nt a nd h el p to f in d wa ys of p er s on a l ac c o m plis hm ent . Sk i lls and c om pet e n c es f or s t af f to en h anc e th e q ua l it y o f lif e is s p ec if i ed i n Q u a l it y Pr i nc i p l es , j ob des c r i pt i o ns an d wo rk c on tr ac ts a nd e v a l ua te d wi t h an n ua l s t af f f ee d bac k . 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 . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents J M K m eas ur es a nd r ep or ts a bo ut t h e res u l ts of t h e ir p er f o r m anc e in a nn u a l p la n r e v i e ws , s u per v is or y b oa rd m eeti n g, p r oj ec t m on it or in g a n d f i n a l rep or ts etc . B us i n es s r es u lts an d p er f or m anc e is re v ie we d r e g ul ar l y b y f u n d in g b od i es (th e y re v i e w and a p pr o v e m on it or in g an d f in a l pr oj ec t r e p or ts , th e y p erf orm i nt er im ev a l ua t io n s of pr oj ec ts , o n- s it e v is its , E C au d its ) . 28  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 . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents S up p ort p er s o ns p r es e n t r e g u lar l y s um m ar y r e p or ts ab o ut c us t om ers wh er e th e o bj ec t i ves a n d be n ef i ts of i nd i v i du a l p l an is e va l ua t ed . Res u lts a n d b en ef i ts of th e r ec e i ve d s er v ic es on c ol l ec ti v e b as is ar e d is c us s e d in s up er v is or y b o ar d a nd doc um en te d i n m in ut e s of th e m e et i ng . 44 . T he s oc i a l s er v ic e pr o v id er e v a l ua tes its bus i n es s res ul ts i n or der to de t er m in e b es t va l u e f or purc h as ers an d f u nd ers ( ‘b es t v a lu e ’ c a n a ls o be ex pr es s e d i n r e la t io n to t h e i nc re as ed qu a l i t y of lif e of f ere d t o th e p ers o n be i n g s er v ed) . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents A dd e d v al u e of t he b us in es s r es ul ts f or th e f u nd er s is e va l u at ed i n s up er v is or y bo ar d a n d a nn u a l p l a n. A dd e d v a l ue of th e s er v ic es f or q ua l i t y of lif e is e va l u at ed i n s u pp or t per s o ns ’ s um m ar y rep or ts ab o ut c us tom er s an d i n a nn u a l p la n. 29  45 . T h e s oc i a l s er v i c e pr o v i d er e va l ua t e s th e i nd i v i d ua l a nd c o l lec t i ve s at is f ac t io n of pe r s o n s s er ve d an d ot h er s tak e ho l de rs b y i nt er n a l a n d/ or ex t er na l e v a l ua t io n. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents J M K c arr i es o ut c us t om er s an d o t her s tak e ho l de r s s a t is f ac ti o n s u r ve ys . In ad d it i o n f e ed b ac k ab o ut th e s at is f ac t io n is rec e i ve d in f ac e t o f ac e m eet i n gs , te l ep h on e c a l ls , f e e db ac k to r ep or ts etc . Me as ur em ent of s a t i s f ac t io n of J M K ’s s tak e ho l de r s is ap pr o pr i a te and obj ec t i v e. T his was ver if ie d wi th t h e in ter v i e ws wi t h th e s t ak eh ol d er s . 46 . T he s oc ia l s er v ic e pr o v id er pr o vi des ac c es s i b l e and eas i l y un d er s t a nd a b le r ec or ds on o utc om e, i nc lu d in g p ers o n al p erc e p ti o n an d ac h i e v em ents Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents 30 Re p orts a b ou t JMK ac ti v i t ies and It is a d v is a b l e to a n al ys e the res u l ts ar e pu b l is h ed on webs i te , i nf orm at io n t ha t is pu bl is h ed on d is c us s e d in m eet i n g s , doc um en te d i n we bs it e a n d d ec i d e wh at i nf orm at io n i nd i v i du a l p l ans , a nn ua l p l a n, pr oj ec t ne e ds t o b e a d de d m ore i n f or e i gn m onit or i ng r e por ts , s up er v is or y b o ard l an g ua g es ( E n gl is h, R us s ia n e tc .) m eeti n g r e por t etc . T he y i nc lu d e pers o n al ac h i e vem e nt s a nd per c e pt i on A ud i it or s o o v it a b a n a lü üs id a , m ill is t i nf ot on v aj a ve e l l i s ad a k od u le h e le (e. g. an n ua l p l an , i nd i v i du a l p la ns v õõrk e e lt es ( i n gl is e , v en e j n e.) . etc .) . 47 . T h e s oc i a l s er v ic e pr o v i d er ac t i v el y d is s em in at es org a n is a t io n perf orm anc e am ong its s t af f , s er v ic e us er s an d ex t ern a l s tak e ho l de rs . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents J M K us es d if f er en t wa ys t o r ep or t a b ou t th e ir p erf or m anc e : m eeti n gs , r e por ts , an n ua l p l an , per s o na l c om m unic a ti o n, we bs it e, F ac e b ook , i nf or m at io n l et te r etc . R es u lts ar e s um m ar is e d i n an n ua l p la n. 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. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication pro gram Str e n gt hs Im pro vem e nt & de v e lo pm ents 31 A nn u a l pl a n a nd a l l p r oj ec ts f o l l o w t h e PD C A c yc le . An n ua l p l an doc um en t h as a ls o im pr o v em en t p r oj ec t p la n an d res u l ts . 49 The s oc i a l s er v i c e pr o v i der i d en t if i e s perf orm anc e i n d ic at ors f or m eas ur in g t he r es u l ts of t h e im pro v em ent ac ti o ns . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents Im pro vem e nt pr oj ec ts ar e doc um en te d i n a nn u a l p l an . Im pr o vem en t p roj ec ts p la n c ons is ts of : t ar g e ts , ac t i v i ti es , de a d li n es , r es p on s i bl e p ers o ns , i nd ic at ors , r es u lts a n d s um m ar y. P la n is re v ie we d r e gu l ar l y d ur in g an n ua l p l an re v ie w . 50 . T h e s er v ic e p r o v i der in tr od uc es an d m an a ges in n o va t i ve wa ys of work i ng th at ha v e b ee n i d en t if i ed bas e d on t h e n ee ds of s tak e ho l d ers . Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Str e n gt hs Im pro vem e nt & de v e lo pm ents 32 In n o va t io n pr oj ec t s ar e a ls o doc um en te d in an nu a l p l a ns a nd re v ie we d re g u lar l y. T here is a n e ed f or h ous i n g s er v ic e f or res oc i a l i za t io n s e r vi c e a nd s up p ort pers o n s er v ic e f or s c ho o ls . J MK wa nts to s t ar t c o nc i l i at i on s er v ic e f or p ers o ns wi t h c rim in a l b ac k gr o u nd an d im p lem en t Nor d ic c o - o per at i o n m ode l wit h l oc al m unic i pa l it i es . 33 4. Agreed additional development / improvements Sho rt d es c ri ptio n of the a cti on s ( in clud ing SM ART ob je ctiv es ) 1 It is a d v is a b le to pu b l is h JMK l o ng t erm go a ls an d c om m itm ent to c o nt i nu ous im pro v em en t a ls o to yo u r p art n ers an d p er s ons s er ve d (e .g . p ub l is h th at on t h e we bs it e). A ud i it or s oo v i ta b j a g ad a i nf o t p ik aaj a l is t e ees m ärk id e j a p id e v al e are n gu l e p üh e nd um is e k o ht a ka k li e nt i de l e ja par t ner i te l e (n ä it ek s a v a ld a da s e e k od u le h el ). De a dl i n e: M arc h 2 01 7 2 It is a d vis a b le t o r e v i e w a nd u p da t e t h e a g reem e nt tem p la t e be t we en s u pp ort p ers ons an d c us t om ers a nd s truc t ure th e agr e em ent s o t h at t h e ri g hts an d du t ies o f c us tom ers a nd s up p or t p ers o ns ar e m ore c le ar l y wr i tt en . A ud i it or s o o v it a b ül e v aa d at a j a uu e nd a d a k l i en d i le p in g u p õh i n in g s tr uk tur ee ri d a l e p in g n i i, et k l ie n di j a tu g i is ik u õ i g us e d j a k oh us tus e d o lek s i d s e lg em in i vä lj a to o du d . De a dl i n e: M arc h 2 01 7 3 It is ad v is a b le t o a n a l ys e t h e inf orm ati o n t h at is p ub l is he d o n we bs it e a nd d ec i de wha t i nf orm at io n n e eds to b e a dd e d m ore i n f or e ig n la n gu a ges ( E ng l is h, R us s ia n e tc .) A ud i it or s o o v it a b a na l üüs i d a, m il l is t i nf o t o n v aj a v ee l lis a d a k odu l eh e le v õõrk e e lt e s (i n g lis e , v e ne j n e.) . De a dl i n e: M arc h 2 01 7 4 34 35  5. Closing remarks MT Ü J o ha n n es M i hk els on i K es k us (J M K) was f o u nd e d i n 19 9 3 . J M K s up p orts , m oti va t es an d em po wer s m ar g in a l i ze d s egm en ts of th e s oc i et y b y tr a i ni n gs , s up p ort p er s on s er v i c e a n d ot he r s u p por ti n g s e r vic es . J M K t ra in ers , s u p por t pers o ns a nd c o u ns e l l or s s u p p or t pe o p le whe n t he y l o ok f or or c ho os e a j ob , t o im pro v e t h e ir s t a nd ar d of l i v i ng a n d t h e ir in t egr a ti o n i nt o s oc i e t y. J M K s er v ic es ar e f un de d b y d if f er en t pr oj ec ts . T his is t he f ir s t EQ U A S S As s ur anc e a u di t i n J M K . J M K has im pl em ent e d q ua l i t y s ys tem b as e d o n EQ U A S S As s ura n c e pr inc i p les . It was c o nf ir m ed d ur i ng i nt er v i e ws a nd c h ec k ing t he d oc um ent at i on t ha t J M K h as im pl em ent e d v er y we l l P DC A - c yc l e in t he ir e v er yd a y wo rk . C los e c o - o p er at i on wi t h f un di n g bo d i es an d c o- o p er at i on p ar tn ers to g et her wi th c o ns ta n t f e ed b ac k has en a b le d J M K t o d e v e l op s er v ic es t h at c orr e s po n d t o c us t om er n e ed , im pro v e t he ir qu a l it y of l if e a nd i nc r e as e t h e ir em po w erm ent . F u nd i ng b od i es , c o- op er at i o n par t ners a n d c us t om er s ar e ver y s a t is f i e d wi t h J M K s er v ic es , res u lts a nd c o - op er at i o n wit h t hem . J M K a ls o i n v es ts i n t he ir s taf f b y tr a in i n g, s up er v is io n a n d i nc l us i on . Re q ui re d d oc um ent a ti on was we l l pre p ar ed an d s uf f ic i e nt . D ur in g th e vis i t a u di t or f ou nd ver if ic a t io n m ater ia l f or a l l EQ U A S S A s s ura n c e c r i te ri a . For t he per i o d of f ol l o wi ng t wo ye a rs , s om e im pro v em en t ac t i o n s an d a dd i ti o n al de v e l opm en ts we r e ag r ee d t ha t ar e br o ug ht ou t i n p art 4 of t he au d it re p ort . Af t er v er if ic at i on of t he i n d ic a t or s dur i n g t he s i t e v is it , r e vi e wi n g doc um en ta t io n, c on d uc t i ng s e v er a l i nt er v ie ws wi t h pers o ns s er ve d , s t af f a nd ex t e rna l s t ak eh o ld ers (pa rt ners , f un d er s ) , t he au d it or r e ac he d t o c o nc l us i on t h at J M K m e ets f ul l y t h e c rit er i a f or EQ UA S S A s s ur a nc e c er tif ic a t io n pro gr am m e. 36 MT Ü J o h an n es M i hk el s on i K es k us (J M K ) te gu ts eb a la t es 1 9 93 . a as t as t . J MK o n to et a b, m ot i v ee r i b ja j õus t ab k o o li t us t e, tu g i is ik ute e nus e ja te is te t oe ta v a te te e nus te ab i l ü h is k o nn as vä h em k aits t ud gru p p e. J M K k oo l i taj ad , t ug i is ik ud j a nõ us taj ad t o et a va d i n im es i t öö ots i n gu l , am et i v a lik u l, e l uj ä rj e p a ran d am is e l n in g üh is k o nn a el l u l õ im um is e l. J M K t e en us ei d ra has t at ak s e er in e v at es t pr oj ek t i des t. K äes o l e v EQ U AS S As s ur a nc e a ud i t o n J M K ’ l e es m ak ordn e. J M K ’l on j u ur ut at u d E UQ A S S As s ura nc e p õ h im õt et e le t ug i ne v k va li t ee d ij u ht im is s üs t e em . A ud i ti t lä b i v i ie s tu l i eri n e v at es t i nt er vj u u des t ni n g dok um en ta ts io o n i k on t r o ll i d es v älj a , e t J M K on vä g a häs t i j u ur ut a nu d P DC A - ts ük l i om a ig a pä e v as es s e t öös s e . T ih e k oos t ö ö rah as taj at e j a k oos tö ö par t ner i te g a n i ng p id e v t ag as is id e neile on v õ im ald a n ud are n d ad a v ä lj a k l ie n ti d e v aj a d us t es t l äh tu v a d t ee n us ed , m is tõs t a va d k l ie nt i de e luk v a l it e et i n in g s u ur e nd a v ad j õus tam is t . N i i r a has t aj a d, k oos t öö p art n eri d k ui k li en d i d o l id v ä ga r ah u l n i i J M K te e nus te g a, n e nd e t ul em us te g a , k ui k oos tö ög a J M K - g a. S am a põ hj a l ik ul t p an us ta b J M K k a om a t ö öt aj at es s e n i i k oo l i tus e , s up er v is io o n i k u i k aas am is e n ä ol . K on tr ol l i ta v d ok um ent ats i oo n o li h äs t i et t e va lm is t at u d ni n g a m m enda v . Au d it i l äb i v i im is e l le i d is au d i it or t õ en d us m at erj a l i k õik i d e EQ U A S S As s ur a nc e k rite er ium i te k oh ta . J ärg n e v ak s k ahek s aas t ak s le p it i k ok k u m õn e d p ar e nd us t e ge v u s ed j a t ä i en d a va d are n d us e d, m is on vä lj a to o du d ar u an d e 4 - nd as os as . P ea l e as ut us e k ül as t u s t, d ok um ent a ts i o o ni ü le v a at us t n in g in te r v j uu d e l ä bi v i im is t te e nus e s a aj a t eg a, t öö t aj a te j a v ä lis t e h u v ip o ol t eg a (p ar tn er i d j a ra h as t aj a d) , j õu d is au di i t or ots us e l e, et J M K t ä id a b tä i e lik u lt EQ U A S S As s ur anc e s er tif ik aa d i nõ u de i d. Ta l li n n, 1 5 .1 2 .2 0 16 Tri i n Kr a av i 37 EQUASS ASSURANCE APPLICATION ADDITIONAL INFORMATION 1. Short information about the organisation in the nati ve language MT Ü J oh a nn es M i hk el s on i Kes k us o n s o ts i a a l va l dk on na k oo l i tus - j a tu g ik es k us , m is os u t ab h etk e l tu g i te en us e id j är gm is t e le s i htr ü hm ad el e : tö öt aj a d, t ö öo ts ij a d, p ik aaj a l is e d t ö öt ud , v an g l as t v a ba n en u d, a la e a l is e d õ ig us r ik k uj a d n in g n en d e per ek o nn a d, p ag u l as ed j a v ar j up a i ga ta o t l ej a d . L is ak s s e l le l e te g uts eb k es k us k oda n ik uk ool i t us e v a ldk o nn as n i ng o s a le b ak ti i vs e lt k od a n ik uü his k o n na k uj un dam is el . T eg uts em is a as t at e j o ok s ul on k es k us el k uj u n en u d v ä lj a om a v õrg us tik t u g iis ik ut es t , l ek tor it es t , p s üh h o lo o gi d es t , k ar j äär i n õus taj at es t, k ool i taj at es t ni n g te is t es t k oos tö ö par t ner i tes t ü le Ees t i. K es k us e p õh i te g e v us on t u gi is ik ut e en us e j a t eis t e to et a v at e t ee n us t e (k o o li t us j a nõ us tam is t e en us ed ) pak k um ine er i n e va t el e s i htr ü hm ad e le lä b i pr oj ek ti de ja ha n ge t e. Kes k us o n ü l e 1 0 a as t a e duk a lt el l u v i i nu d n i i Eur o op a S ots i aa lf o n d i k ui k a Eur o op a Pa g u las f o nd i pr oj ek te n in g t e i n ud k o os t öö d m itm et e E es t i j a E ur o o p a org a n is a ts io o n id e ga , nt SA I nn o v e, A v at u d E es t i Fo n d, K od a n ik uü his k o n na S ih tk ap i ta l , H o ll a nd i S aa tk on d, E ur oo p a N oor e d, E uro o p a L i id u Inf os ek ret ar ia a t, Has artm ä ng um ak s u Nõuk o gu , I nt e gra ts io o n i - j a m igrats i o on i S A M e ie I n im es e d, E V S is em i n is t ee r i um , E V S ots i a alm i nis t eer i um , Et te v õt l us e Ar en d a m is e S i ht as ut us , E es t i T öö tuk as s a, er i ne v a d k oh al ik u d om a v a li ts us e d n i n g m itt et u lu n dus ü hi n g ud , T artu j a T ar t um aa e tt e v õt te d ( pr ak tik a ba as i n a) j t. K es k us t j u h ib s e l le as ut a nu d li ik m es org a nis ats i oo n i de p oo l t n im et at u d n õuk o g u j a j uh at aj a. K es k us e i g a pä e v as e t öö g a on s e o tu d 5 t ö öt aj a t: j u h at aj a, r a am atu p i daj a n in g 3 pr oj ek t ij u ht i . Pr oj ek t ij u ht i de ü l es a n ne t ek s on om a v a l dk on n a pr oj ek ti de k oord i ne er im in e n in g k ool i tus te j a te e nus te m etoo d i l in e are n dam i ne . Er in e v at es s e proj ek ti d es s e on k aas a t ud ligi 1 00 t öö taj at (t u gi is ik ud , l ek tor i d, n õ us t aj a d , s up er v i is or i d) 1 2. Short information about the organisation in English (acti vities, clients, etc.) J oh a nn es M ihk e ls on Ce ntr e ( J MC ) is NG O bas e d in T ar t u, i n So ut h - Es to n i a, f ou nd e d i n 1 99 3. J M C is tr ai n i ng a nd s u pp or t c e nt re th a t c u rre nt l y pro v i d es s up p ort i v e s er v ic es i n f ol l o wi ng a re as : - S oc i a l s k i l l tr a i n in gs a nd s er v ic es ( d eb t- c o u ns e l l i ng , c are er - c o uns e ll i n g a n d ps yc h o l og ic a l c o uns e l l in g , ad d ic t i o n - c o u ns e ll i n g, work prac t ic e etc ) f or un em pl o ye d pe o pl e ( lo ng- t erm un em pl o ye d , NE ET S) - S up p or t per s o n s er v ic e f or as yl um - s e ek ers , ref u ge es a n d re l oc at e d p ers ons i n Es t o n ia - S up p or t p er s o n s er v ic e f or pe o p le re l e as e d f rom pr is o ns T he s t af f of th e J M C c o ns is ts of 7 pe rs o ns : t he d ir ec tor , f i ve f ul l- t im e pr oj ec t m anag ers an d b o ok - a c c ou n ta nt . Eac h pr oj e c t m ana ger h as h er / h i s o wn wo rk f iel d. J MC r en ts th e of f ic e in T ar t u a nd c o vers its ac ti v i t ies wi th t h e as s is t a nc e of d if f ere nt d o nor s . O ur m a in do n or s a nd / or f u n de r s ha v e b e en : - Loc a l Em p lo ym en t O f f ic es i n Es to n i a - E uro p ea n Soc i a l F o nd - E uro p ea n R ef u ge e Fo nd - Es t o n ia n M i n is tr i es a n d l oc a l g o v er nm ents 3. Name of the organisation as you w ould w ant it to appear on the EQU ASS Assurance certificate MTÜ JOH ANNES MI HKELSO NI KESKUS 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 : Koolitus- ja tugiteenused 5. Organisation’s logo 2 Information to be published on EQUASS website: Name of the organi sation : M TÜ Johannes Mihkelsoni Keskus Post address: Riia 13-23, Tartu 51010 Director: Tõnu Ints Contact person: Veronika Varep Email: [email protected] Web: w ww.jmk.ee 3 Saatja: Maarika Aro Saatmisaeg: 16. detsember 2016. a. 12:45 Adressaat: 'guusbeek'; 'Marie Dubost' Koopia: Keiu Talve Teema: MTÜ Johannes Mihkelsoni Keskus audit report Manused: Additional Information Form_JMK.doc; Asutuse auditi külastuse ettevalmistuse vorm_JMK.docx; EQ-ASS_AUD_Audit Report_JMK_7 -8 12 16.docx; EQUASS Assurance taotlusvorm_JMK_audit.xlsx Dear Marie, Dear Guus, Attached you’ll find an audit report and other documents of MTÜ Johannes Mihkelsoni Keskus EE2016- 019. 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