EQUASS ASSURANCE
AUDIT REPORT
Site visit: 5-6.12.2016
Haapsalu Sotsiaalmaja
Epp Sillaste
© 2012 by European Quality for Social Services (EQUASS)
All rights reserved. No part of this document may be reproduced in any form or by any means, electronic, mechanical,
photocopying and recording or otherwise without the prior written permission of the EQUASS.
1. Information of the social service provider
Name of the social
service provider Haapsalu Sotsiaalmaja
Address: Kastani 7, 90508 Haapsalu
Post box:
Person responsible Serli Küünarpuu
(CEO):
Contact person: Serli Küünarpuu
Phone: 4735060, 53011424
Fax:
E-mail: inf
[email protected]
Web site: www. sotsmaja.ee
Name of Auditor: Epp Sillaste
Dates of audit: 5-6.12.2016
Clients: Number of person served:125
As of (date):31.12.2016
Staff: Number of Full time staff : 20
Number of Part time staff : 2
Number of Contracted staff : 22
Number of volunteer s (if applicable): 4
Services: supported employment service, supported
living service, ever yday lif e support ing
ser vice, homecar e service
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2. Audit program
9.30 -10.15 Auditi protsessi tutvustus, ringkäik majas
10.15-13.15 Tutvumine dokumentatsiooniga
13.15-13.45 Lõunapaus
13.45-14.15 Inter vjuu peamiste koostööpartneritega***
14.15-15.00 Inter vjuu personaligrupiga nr 1* (koduteenus)
15.00-15.45 Kohtumine kliendigrupiga nr 1**
15.45-16.15 Inter vjuu rahastajaga
16.30 Auditi dokumentatsiooni koos tamine
2 P ÄEV
9.30-10.15 Inter vjuu personaligrupiga nr 2* (erihoolekandeteenus)
10.30-11.15 Kohtum ine kliendigrupiga nr 2**
11.30-12.00 Auditi dokumentatsiooni koostamine
12.00-12.30 Inter vjuu klient ide lähedastega****
12.45-13.15 Lõunapaus
13.30-14.10 Inter vjuu direktoriga
14.15-16.30 Auditi dokumentatsiooni koostamine
16.30- Auditi lõpetamine ja tagasiside andm ine
3
3. Detailed feedback on performance
1. The social ser vice provider def ines documents and implements its
vision and mission values on ser vice provision.
Rem ark f rom th e au d it or :
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
Ha a ps a l u So ts ia a lm aj a h as d oc um ent e d
an d im pl em en te d t he ir v is i on as t he ir
m is s io n and g o v er n va l u es . V is io n,
m is s io n a n d v al u es a r e d oc um ent e d in
th e ir Q ua l i t y H a nd bo ok d oc um en t,
De v e lo pm en t Str a te g y, h om ep ag e,
Inf orm at i o n St a n ds .
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
em pl o ye es a nd ex t er na l c us tom ers ar e
a war e of the v is i o n, m is s io n an d
c orp or at e va l ues .
2. 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 inuou s 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
Str e n gt hs Im pro vem e nt & de v e lo pm ents
4
Ha a ps a l u S ots i a alm aj a d ef i n es i ts
qu a l it y p o l ic y a nd p r i nc i p l es i n th e ir
Q u al i t y H an d bo ok an d a ls o i n a nn u a l
p la n ni n g d oc um e nt . T hes e doc um en ts
i nc l u de pr i nc i p le s c o nc e rn i ng
de t erm in in g of l o ng ter m g oa ls a nd
c on t in u ous im pr o v em ent .
Q u al i t y pr i nc ip l es a n d a nn u a l res u lts
are d is c us s ed a n d i n tr o d uc e d t o s t af f
m em bers in m ee ti n gs . Pr ot oc ols of
th es e m ee ti n gs wer e m ade a v a i la b l e
dur i n g th e a u di t.
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
5
Haapsalu Sotsiaalmaja off ers W hen c ol l ec t i ng f e e d bac k f rom s ervic e
possibilit ies f or all the stakeholders us ers th e n or g a nis a ti o n s h o ul d c ons i d er
to give f eedback on their individual to f i nd a wa y to g e t f e ed b ac k f rom m or e
and collective exper ience of c l ie n ts th e n t his ye ar (50 %), a t l e as ts
programmes and ser vices. 60- 7 0% of c l ie nts s ho u l d give th e i r
f ee db ac k .
For persons ser ved the most
important way f or giving f eedback is A ud i it or i s o o v it us o n p üü d a Ha a ps al u
in f ace to f ace meetings with their S ots i aa lm aj a l s aa da r o hk em ate lt
super viser, but also clients k lie n ti d e lt ta g as is i d et . Nä i tek s , k ui s e l
satisf action surveys and aas t al k o gu t i t ag as is i d et po o lt e lt
proposal/complaint management k odu te e nus e k l ie n ti d e lt , s i is e das p i d i
system. v õ ik s ees m är gik s o l l a v ä hem a lt 6 0 - 70 %
s i ht gru p i ar v us t .
Collecting f eedback f rom f under and
main co-partners is organi zed
through meetings, calls, e -mails and
individual f eedback -questionnaires.
Protocols of the meetings, e -mails
and results of surveys wer e
presented.
During the inter views was validated
that the stakeholders have regular
and intense cooperat ion with
Haapsalu Sotsiaalmaja and have
good opportunit y to give f eedback.
4. T h e s oc i a l s er v ic e pr o v i d er inf o rm s al l s tak e ho l de rs a b ou t t h e of f er ed
pro gr am m es a n d s er v i c es a v ai l a bl e .
Rem ark f rom th e au d it or :
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 i f ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
6
Ha a ps a l u So ts ia a lm aj a i nf or m s its
s tak e ho l de r s a b ou t pr o gr am m es an d
s er v ic es a va i l a bl e thr o ug h d if f er en t
c ha n ne ls - hom ep a ge , Open D a ys
E v en ts , De v e l opm en t S tr at eg y a nd
A nn u a l P l a n/ Re p or t , Br oc h ur es an d
Inf orm at i o n S ta n ds , m edia ( l oc al
ne ws pa p er s ) .
B es i d es wr it t en dis tr ib ut i o n of
i nf orm at io n, t h er e was a ls o or al
i nf orm at io n t h at is d is tr i bu t ed to
d if f ere nt p ar t i es t hr o u g h dif f er en t
m eeti n gs .
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
T he a nn u a l p la n n in g an d t he r e v ie w
proc es s is d oc um en t ed i n th e Q u al i t y
Ha n db o ok Doc um en t.
T here is d ef i n ed ho w th e pr oc es s is
c on d uc t e d. T her e is als o pr o of of
an n ua l p l a nn i n g an d r e v ie wi n g m e et i ngs
(pr ot oc o ls ) .
7
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 i cation program
Str e n gt hs Im pro vem e nt & de v e lo pm ents
E v er y ye ar or ga n i s at i on c om pos es O rg an is at i o n s ho u l d c on is d er to s et f e w
an n ua l ac t io n p l an , whic h i nc l ud es key i nd ic a tors an d m oni tor
obj ec t i v es , ac t i v it i es , m eas ura b l e de v e l opm en t a nd c ha n ges of t hes e
res u l ts , d a tes . i nd ic at ors o v er t he years an d pr es en t
th em i n an n u al pl a n a nd r ep or t.
Mo n it or i ng of t he per f or m anc e`s is
org a n is e d in r eg u l ar m eet i n gs and A ud i it or i s oo v i tus on m äär at l e da
an n ua l res u lts ar e p r es e n te d o nc e a v õtm ei n d ik aa tor i d, m is v õim a ld ak s nä h a
ye ar as A n nu a l R ep o r t to a ll t h e s t af f tre n de ja m uut us i aas ta t e l õ ik es .
m em bers , c l i e nts a n d par t ner s . Mu u da t us e d võ ik s i d k aj as tu d a i g a a as t a
aas t aar u an d es .
Doc um en ts ar e a p pr o ve d b y m a na g er
of t h e org a n i za t io n .
7. T h e s oc i a l s er v ic e p r o v i der d em ons tr at es org a n is a t io n ’s s uc c es s i n
s at is f yi n g th e n e eds a nd ex p ec t a ti o ns of t h e s oc i et y.
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
8
Ha a ps a l u So ts ia a l m aj a c ons i d ers
c o ll ec ti n g f e ed b ac k f r om dif f ere nt
s tak e ho l de r s im por ta n t f or de v e lo pm en t
of s er v ic es .
Co l l ec t i ng f e e db ac k f r om c lie nts an d
s taf f is or g a n is e d thr o ug h r eg u l ar
m eeti n gs , e - m ai ls . Als o s p ec i al
S at is f ac ti o n S ur ve ys am on g s t af f ,
c l ie n ts an d c o - p ar t n er s .
T here is pr oof of or g a n is a t io ns s uc c es s
i n s a t is f yi n g t he n e eds a nd ex pec t at i ons
of t h e s o c ie t y. Ex am p les a n d s uc c es s
s tor i es we r e p r es e nt e d.
Dur i n g i n ter v i e ws of s tak e ho l de r s i t was
c l ear l y s t at e d th at H a aps a l u
S ots i aa lm aj a h as g r ea t s uc c es s in
s at is f yi n g t h e ne e ds a nd ex p ec t at i o ns of
th e s oc i et y.
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
9
T here was pr oof of or g an is at i o n`s
s uc c es s in c on tr ib u ti o n to t h e s oc ie t y.
For ex am p le b e in g t r a i ne es hi p b as e f or
s tu d en ts ; t he y o r g a n i z e d if f er e nt e v e nts
f or ex am pl e c o nc er ts wh er e c l i e nts c a n
s ho w t he ir wor k a nd p er f or m .
T he y a ls o ha v e ac t i v e v ol u nt ar y work
ne t work - th e y us u a l l y have s e ver a l
v o lu nt e ers p er ye a r .
T he y of f er s er v ic es t o t h ei r c l i e nts i n
m os t c o n ve n i en t wa y f or t hem - if c l i e nt
is n o t re a d y t o e n t er t h e s er v ic e in
org a n is a t io n r o om s ( f or ex am pl e day
c en tr e s er v ic e ) , t he n the y ad a pt t h ei r
c l ie n ts f rom s t ep t o s t ep .
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
10
Ha a ps a l u So ts ia a lm aj a h as d oc um ent e d
th e ir S taf f P o lic y as p ar t of Q u a li t y
Ha n db o ok . T he p o l ic y als o c o ns is ts of
pr inc i p les f or r ec r u i tm en t a nd d es c r i bes
th e pr oc es s of r ec r u i t m ent.
St af f ar e c h os e n b as e d on t he ir
c om pet e nc es , s k i l ls , k no wl e dg e a nd
pre v i o us wor k ex per i enc e . R ec r ui tm en t
is b as e d o n e q ua l op p or t u n it i es a n d
no n- d is c r im in at i on .
10 . T h e s oc i al s e r vi c e pr o vi d er o per a tes i n c om pl i a nc e wi th m anda t or y
na t io n a l le g is l at i on , pr o v id i ng a p pr opr i at e w ork in g c o nd i t io ns , a d e qu a te a n d
agr e e d s t af f le v el a n d s t af f rat io , a n d a p p rop ri a te r e war d in g f or s taf f an d
v o lu nt e er s .
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
In H a aps a l u S ots i a a lm aj a m and at or y O rg an is at i o n s ho u l d p a y m ore at te n ti o n
na t io n a l le g is la t io ns ar e f o l lo we d . f or g u i di n g a nd s up por t in g vo l u nt eers
P ol ic y`s a n d doc um ents ar e bas e d on work t o b e s ur e t h at th e ir work is gu i d ed
th es e l a ws . an d m on it ore d s im i l ar as f or s t af f .
W ork plac e r is k as s es s m ent s ys tem is i n Ha a ps a l u S ots i a alm aj a p eak s p ö ör am a
p lac e a nd r e v ie we d p e r i od ic a l l y. rohk em tä h e le p an u ja v ee n dum a, et
k õig i l e v a ba t ah t lik e l e o l ek s tag at u d
T he y or g an i ze d if f e r en t e v e nts an d tö öt aj at eg a v õr dn e (s is s ej u h at a v)
de v e l opm en t d a ys f or th e ir s t af f . S t af f
j uh e nd am in e ja et va b at a ht l ik e
is a ls o r e war de d in work i ng
tö öt am is t j ä l g it a k s s arnas el t
an n i v ers ar i es ( 5 ,1 0, 1 5, 2 0 . ..) an d a ls o tö öt aj at eg a .
i n b irt hd a ys .
11
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
T here is a n a n nu a l p l a n f or s taf f tra i n in g
an d d e v el o pm ent in t h e or ga n is at i on .
T he r es u l t an d ef f e c ti v e nes s of th e
tra i n in gs ar e m eas ur e d af t er th e tr a in i n g
( wr it te n f or m ) a nd i n s taf f s u p er vis i o n
m eeti n gs ( a ls o d oc u m ente d) . O v er v ie w
of th e tra i n i ngs i n c o ll ec ti v e l e ve l ar e
a ls o wr i tt e n i n A nn u a l Re p or t .
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
12
All the s pec i a li s t s in H a a ps a l u O rg an is at i o n should c ons i d er to
S ots i aa lm aj a h a v e j o b des c r i pt i o n th at des c r i b e c om pe t e nc es in job
c ons is t of r e q u ir em e nts a n d tas k s f or des c r i pt i o ns in m ore d et a i le d wa y
work i n g i n th at par t ic u l ar pos i t io n . (thr o ug h l y) . Ed uc at i o n , ex p er ie nc e a nd
pers o n al i t y t ha t is ne e de d in t h at
C om pet e nc es of staff ar e d is c us s e d
par t ic u l ar p os it i o n.
an d e v al u at e d in r e g u l ar b as is . O nc e a
ye ar s t af f s u pe r vis i on m eet i n gs are O rg an is at i o n should c ons i d er to
c on d uc t e d. e va l u at e c o m pe te nc e s of s taf f m or e
th or ou g h l y a n d pr o to c o ls s h o ul d a ls o
T he perf o rm anc e of s t af f m em ber s , wh o c on t ai n s up er v is ors e va l ua t io n an d
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
pro p os als .
s er v ic es to t he p er s o n s s er ve d ar e a ls o
re v ie we d t hr o u gh r e gu l ar s taf f A ud i it or i s o o v i tus on k aj as t a d a
m eeti n gs . am etij u he n d it es t öök s v aj a l ik e
k om pet e nts i de os a v ee l g i tä ps em al t,
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
k us ol ek s s e lg e lt vä lj a t oo d ud t öök s
s taf f is f am i li ar wi t h th e r eq u ir em e nts v aj a l ik e te a dm is te , os k us t e ja
f or c om p et enc es and a ls o wi th the
k ogem us t e tas e ( h ar id us ,
e va l u at i on p r oc es s .
is ik uom ad us ed , tö ök o gem us j n e).
S oo v i tus on võ tt a k as ut us el e p õ hj a l ik um
tö öt aj a k om pet en t s i de h in d am is e
s üs t e em , m is s is a d a k s k a j uhi po o ls et
h in n an g ut tö ö taj a k o m pete nts i d e le n i ng
are n g u vaj ad us te l e.
13 . T he s oc i a l s er v ic e pr o v id er r ec o g n is e s th e s taf f as a r es ourc e f or
f ee db ac k on or ga n is at i on a l perf orm anc e , s er v ic e d e ve l o pm ent an d s taf f
de v e l opm en t
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
13
In v o l vem e nt of s ta f f m em bers in
org a n is a t io ns pl a nn i n g a n d m oni to ri n g
proc es s is r e g u la te d b y t he Q ua l i t y
Ha n db o ok
T he m an ag em en t i n v o l ves t he s t af f
m os tl y by r e gu l ar m eet i ngs and
de v e l opm en t da ys . P r ot oc ols of t hes e
m eeti n gs we r e p r es e nt ed .
St af f S at is f ac ti o n Sur v e y is a ls o a wa y
to i n v o l ve s t af f . T his s ur v e y is
c on d uc t e d onc e af t er 2 ye a r s .
T he p la n f or tr a in i n g ac t i v it i es is bas e d
on f e ed b ac k f r om s taf f .
Dur i n g t he i nt er v i e ws was v a l id a te d,
th at s t af f is i n v ol v ed in s er v ic e
de v e l opm en t as we l l as p l an n i ng th e ir
o wn d e ve l o pm ent .
14. The social ser vice provider has mechanisms in place to enhance
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
14
O rg an is at i o n c o nd uc t s af ter e v er y t wo
ye ars S taf f S at is f ac t i on Sur v e y wh e re
th e y e v al u at e s t af f s a tis f ac t i on in
d if f ere nt t op ic s . S at is f ac t io n is s u es ar e
a ls o d is c us s ed in s taf f s up er v is io n
m eeti n gs ( ye a r l y) .
St af f m em ber s ar e r e c og n is ed b y s taf f
en g ag em en t da ys a nd e v e nts , s taf f
de v e l opm en t d a ys , or a l r ec o g ni t io n ,
l et ters of t ha nk s ( t än u k ir j ad) .
15 . T h e s oc i a l s e r vi c e p ro v i de r as s ur es th e r i gh ts of p ers o ns s e r ve d
ou t l in e d in a Ch ar ter of R ig h ts wh ic h is bas e d on t he E U C har t er of
Fu nd am en ta l Ri g hts , t he E ur op e an C on v e nt i on f o r t he Pr ot ec t io n of Hum an
Ri g hts a n d Fu n dam e nt a l Fre e dom s of the Cou nc i l of E uro p e an d o th er
i nt er n a ti o n al h um an r i gh ts c on v e nt i ons , es p ec ia l l y t h os e e l ab or at ed u nd er
th e U ni t ed N at i o ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
15
Ha a ps a l u So ts ia a lm aj a h as d oc um ent e d
Ch art er of Ri g hts an d R es p o ns ib i l it i es .
Ch art er of R i gh ts a nd Res p ons i b il i t ies is
pres e nt e d i n I nf o St a nds of th e bu i l di n g
(f or e ver yb o d y t o s e e) .
Ri g hts an d du t ies ar e d is c us s e d in
c l ie n ts m ee t in gs .
Ch art er of Ri gh ts a n d R es p o ns i b i l it i es
ref ers to r e l e v an t i nt er n a ti o n al and
E uro p ea n r e g u la t io ns .
Dur i n g the i nt er v ie ws it was a ls o
v a li d at e d t ha t s t af f is a wa r e of th e
c har t er of r ig h ts .
16 . T h e s oc i a l s er v ic e pr o v i d er inf orm s th e pers o n s er ve d a bo ut h is / h er
ri gh ts a nd d ut i es es pe c i al l y t o eq u a l tre atm e nt o n gr ou n ds of a g e, d is a b i li t y,
ge n de r , r ac e , r e l ig i o n or be l i ef an d s ex u al or ie nt a ti o n b ef or e rec e i vi n g t he
s er v ic es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
16
Ha a ps a l u S o ts i a a lm aj a i nf or m s s erv ic e
us ers a b ou t t h eir r i gh ts an d du t ies
dur i n g c li e nt m eet i ng s . T he r i g hts a nd
du t ies f oc us at e q ua l tr e atm en t on
gro u n ds of a ge , dis a b i l it y, ge n der , r ac e,
re li g i on an d s ex ua l o r i en t at i on .
T his i nf orm at i o n is g i v en d ur i n g t he f i rs t
m eeti n g b ef or e t h e y s tar t to r ec e i v e t h e
s er v ic es .
Cl i e nts r i gh ts and du t ies ar e a ls o
pres e nt e d i n or ga n is at i ons I nf o s t an ds .
Dur i n g the in t er v ie ws wi th p ers ons
s er ve d was v a li d at e d t ha t they ar e
a war e of t h e ir r i gh ts a nd du t ies .
17 . T he s oc i a l s er v i c e pr o v id er h as ac c es s ib l e c om pl a i nt m ana g em ent
s ys tem wh ic h r e gis t e r s f ee d bac k o n perf orm anc e f rom pers o n s s er v ed ,
purc h as er s an d o th er r e le v a nt s t ak eh o ld ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
17
T here ar e bo t h a d oc um ent e d f or m an d
a proc e dur e f or pl ac i ng c om p la i nts t ha t
is des c r i b ed in “ C om pl ai n ts
m anag em en t Pr oc ed ur e” .
T his pr oc ed ur e a l l o ws to s ubm i t
c om pl a in ts or a ll y, i n wr it t en v ia we b
pa g e or e - m ai l or pl ac e it i n s p ec ia l
l et ter b ox . T h er e is c er t a in p er io d f or
de a l in g wi t h c om pl a i nts . A ls o d et a i l
proc e d ure wh o ar e r e s po ns i bl e t o s ol v e
c ert a in c om pl ai n ts
Cl i e nts a re a war e a ls o of th e pos s i b il i t y
to s u bm it a c om p la i nt .
St ak eh o l der s ar e a wa r e of t h e r i gh t to
s ubm it a c la im i n c a s e of a n ee d b ut
s er v ic e us er s m os tl y p r ef er s o l v i ng
pro b l em s thr ou g h d i s c us s io n as th e y
f in d t he c om m unic at i on wi th s er v ic e
pro v i d er e as i er .
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
18
Ri g ht t o s e lf - de ter m i na t io n is r e gu l at e d
wi t h S er vic e P r o v i s i on Pr oc e dur es ,
Ch art er of Ri gh ts a n d R es p o ns i b i l it i es
an d Q u a l it y H a nd b ook .
Ri g ht to s e lf - d et er m inat i o n is f irs t
d is c us s e d wh en c li e n t is en te r i n g th e
s er v ic e a n d a ls o d ur i ng r ec e i v in g th e
s er v ic e (s pec i a l m ee t i ngs ) .
E v al u at i o n on s e lf - d et er m in at i on is
c arr ie d ou t t hr o ug h In d i vi d ua l P l ans a n d
m eeti n gs wit h c l i e nts . Pr o toc o ls of th e
m eeti n gs wer e pr es e n te d.
19 . T he s oc i a l s er v ic e pr o v i der f ac i l i ta t es th e pers o n s er v e d in c ho os i ng
an d h a v in g ac c es s t o ad v oc at es a nd / or s u pp ort i ng pers o ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
19
T o ha v e ac c es s t o ad v oc at es an d/ or
s up p ort i n g p er s o ns ar e inc l ud e d as
par t of t h e in d i v id u a l p la n ni n g pr oc es s .
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 .
Dur i n g i n di v i d ua l m e et i ngs th e y a ls o
e va l u at e how t he y f ac i l it at e t h at
pers o ns s er v e d ge t ac c es s to th es e
s up p ort i n g per s o ns .
O rg an is at i o n e v a lu at es t h e ir
perf om anc e in f ac i l i ta t in g c l ie nts in
ha v i n g ac c es s t o s u pp or t i ng p er s o ns on
an n ua l b as is ( a n nu a l r ep or ts ) .
20 . T h e s oc ia l s er v ic e pr o v i d er def in es a n d doc um en ts its p o l ic y o n et h ic s
th at r es p ec ts a nd as s ur es th e d i gn i t y of th e p ers o ns s er v e d, pro tec ts th em
f rom un du e r is k an d pr om otes s oc i a l j us t ic e
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
O rg an is at i o n h as Co d e of Et h ic s as par t
of th e ir Q u a l it y H a nd b ook wh ic h is
gu i d el i n e o n et h ic s i n the or g a n is a t io n
s er v ic e pr o v is i o n. Pr o t oc o ls of m eet i ngs
wh er e th is p o l ic y wa s pr es en te d a n d
d is c us s e d wi t h s taf f w er e s ho wn .
Dur i n g t h e I nt er v i e ws was v a l id a te d th at
s pec i a l is ts ar e a war e of t he Po l ic y a nd
th e y us e th es e p r i nc i p les i n t h ei r work
wi t h pers o ns s er v ed .
20
21 . T he s oc ia l s e r vic e pr o v id er op er at es m ec han is m s wh ic h pr e ve n t th e
ph ys ic a l, m ent a l a nd f i na nc i al ab us e of u s ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
O rg an is at i o n has doc u m ente d t he p o l ic y
an d pr oc ed ur es to pr e v e nt p h ys ic al ,
m enta l a nd f in a nc i a l ab us e of pers o ns
s er ve d .
T he y e v a lu a te th e ef f ec t i ve n es s of i ts
po l ic y to pr e v en t ph ys ic al , m en ta l a nd
f in anc i a l ab us e of p er s o ns s er v e d
thr o ug h m ee ti n gs wi t h s t af f an d c li e nts .
22 . T he s oc i a l s er v i c e pr o v id er pr o v i des s erv ic es i n a s af e s ys tem of
work i n g wit h in a s af e e n v iro nm en t t o e n s ure th e ph ys ic a l s e c ur it y of
pers o ns s er v ed , t he ir f am il i es a nd c ar e tak ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
21
T here ex is t s e v er a l n e c es s ar y p l ans a n d
proc e d ures f or ens ur in g the s af e
en v ir o nm ent f or s t af f a nd c l ie nts .
T here ar e G u i dl i n es f or h o w to ac t in a
c ris is s it u at i on , als o He a lt h an d S af et y
Doc um en t, F ir e S a f et y G u i de an d
W ork plac e R is k As s es s m ent s ys tem .
T here is als o he a lt h an d s af et y bo ar d
wh os r es po ns i bi l i t y is to e ns ur e t he s af e
an d he a lt h y li v i n g an d work in g
en v ir o nm ent .
St af f m em ber s wh o wo r k wit h c li e nts ar e
ob l i ga t ed t o ha v e r e g u lar he a lt h - c o ntr o l
an d t h is is m o ni t or e d on r eg u l ar bas is .
23 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
a s e t of pr inc i p les , v a l ues a nd pr oc e d ur es t ha t go v er n b e ha v i o ur i n s er v ic e
de l i v er y c o nt a in i n g as p ec ts of c o nf i d en ti a l it y, ac c u rac y, pr i v ac y an d
i nt egr i t y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
22
Pr i nc i p l es of e t hic a l b e ha v i ou r is
gu i d el i n e o n et h ic s i n the or g a n is a t io n
s er v ic e pr o vis i o n. T h es e pr inc i p l es ar e
par t of th e ir Q u a li t y H an d bo ok a nd we re
i ntr od uc e d and d is c us s e d wi t h s taf f
m em bers i n m ee t in gs .
Dur i n g t h e I nt er v i e ws was v a l id a te d th at
s pec i a l is ts ar e a war e of th e doc um en t
an d t he y us e t h es e pr inc i p les in t h e ir
work wi th p er s o ns s er v ed .
24 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
proc e d ur es f or as s ur i n g c o nf i d en t ia l it y of d at a re g ard i n g t he pe rs o ns s er v e d
an d t he s er v ic e pr o v i d ed t o t hem .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he pr oc e d ur es f or as s ur i ng
c onf id e nt i a li t y r eg ar d i ng th e pers o ns
s er ve d a n d th e s er v ic e pr o v id e d to t h em
are d ef i n ed a n d doc um ent e d in t he ir
Q u al i t y H a nd b ook a nd th e y a ls o ha v e a
s pec i a l f or m wi t h wh at t he y as k
a ll o wa nc e f or m c lie nt s to us e t he d a ta
f or s t at is t ic a l r e as ons .
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
s er v ic e us er s ar e we l l a wa r e of th e ir
ri gh t f or c onf id e nt i a li t y of d at a , t he y
a ls o s ig n a s p ec ia l f or m w.
P ol ic i es are r e v ie we d wi th s taf f
m em bers a nd c li e nts o n r e gu l ar b as is .
23
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
m anag em en t ar e d ef i ne d in
org a n is a t io ns j ob d es c r i pt i ons a nd a ls o
pres e nt e d i n th e ir we b p a ge .
Ro l es a nd r es po ns i bi l i ti es of s p ec ia l is ts
wh o c om m unic at e d ir ec t l y wi t h c l i e nts
are d oc um ent e d in j o b des c r i pt i o ns a n d
s er v ic e pr o v is io n m an u a ls an d a ls o
pres e nt e d i n or ga n is at i ons inf or m ati o n
s ta n ds .
26 . T h e s oc i a l s er v ic e pr o vi d er work s i n p art ners h i p wi th o th er or g an is at i o ns
i n th e pr o v is io n of s er v ic es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
24
Ha a ps a l u So ts ia a lm aj a wor k s in
par t ners h i p wi th o th e r or ga n is at i ons i n
pro v is i o n of s er v ic es .
Pr i nc i p l es of p ar tn er s h ip ar e wr it t en i n
org a n is a t io n` s Q u a l it y Ha n db o ok .
O rg an is at i o n h as g oo d p ar t n er s h i p wi th
l oc a l c i t y g o ver nm en t, H os p i ta l , S oc i a l
Ins ur anc e B o ar d loc a l of f ic e an d ot h er
org a n is a t io ns .
T he y have r eg u l ar c o - o p er at i on wi t h
Fu nd i n g A g enc ys - l oc a l c i t y g o v ernm en t
an d S oc ia l I ns ur a nc e B o ar d t o s up p ort
th e c l i en ts a nd de v e l o p s er v ic es .
A dd e d v al u e of its p ar t n er s h i p is
e va l u at ed b y f ee d ba c k ques t i on n a i res
an d /or m ee t in gs . Pr ot oc ols of th es e
m eeti n gs an d qu e s ti o nn a ir es wer e
pres e nt e d.
In ter v i e ws wi t h p ar tn er s g a v e c er ta i nt y
th at H aa ps a lu So ts ia a lm aj a e v a l ua tes
par t ners h i p h i g hl y a n d c o n tr ib ut es to i t
reg u l ar l y.
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
25
P art n ers h i p wi t h pe r s ons s er v e d a nd O rg an is at i o n s h o ul d m ak e m ore ef f or t t o
f un ders i n th e de v e lo pm ent of s er v ic es ge t f e ed b ac k f rom m ore c l i e nts th e n t h is
are or ga n i ze d thr o ug h f e ed b ac k ye ars s u r ve y (5 0% of t he h om ec ar e
qu es ti o nn a ir es . Q u es t i on n a ir es a nd a ls o s er v ic e us ers a ns wer ed) . N ex t t im e at
s um m ar y`s of t h es e s ur v e ys wh er e l eas t 70 % wo u ld be go o d to m ak e
pres e nt e d. c onc l us io n s o n c o l l ec t i v e l e ve l .
In v o l vem e nt to ne e d s as s es s m ent of A ud i it or i s oo v i tus on p ü üd a s aa d a
pers o ns s er v ed is or ga n is ed b y c l ie n t ta g as is i d et r o hk em ate lt k l i en t id e lt k ui
de v e l opm en t m ee t i ngs . s e ll e a as ta ta g as i s i d e k üs it l us ( v as t as
50 % k odu h oo l d us e k li en t id es t ).
J ärgm is e l k orra l v õ ik s vas ta n ut e
pro ts en t olla vä h em a lt 70 % k li e nt i de
k ogu ar v us t.
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
26
T he po l ic y f o r in v o l v i ng p er s ons s e r ve d
as ac t i v e p ar t ic i pa nts ar e d oc um en t ed
i n org a n is a t io ns Q u a l it y H a nd b ook an d
S er v ic e Pro v is i on Pr oc ed ur es .
T he m ai n m et h ods f or inc l ud i n g th e
pers o ns s er ve d ar e bas e d on th e
i nd i v i du a l p l an n i ng pr oc es s - pl a n ni n g
an d e v a lu a ti n g.
In h om ec ar e s er v ic e they ha v e
de v e l op e d s p ec i a l as s es s m e nt
i ns tr um ent to o l , wh ic h he l ps the
s pec i a l is t to d is c us s an d des c r i b e t he
c l ie n ts n ee ds at th e ir h om es . O th er
s er v ic es c l i en ts ne e d s as s es s m e nt an d
i nd i v i du a l pl a ns ar e u s ua l l y m ad e wh e n
th e c l i en t is e nt er i ng t he s er v ic e a nd
c om es to v is it t he s p ec ia l is t / ac t i v it y
s up er v is or i n H a aps a l u S ots i a alm aj a `s
room s .
Dur i n g the in t er v ie ws wi th p ers ons
s er ve d was c onf ir m ed th at they are
i n vo l v ed in p la n n in g a nd e v a lu at i n g
th e ir s er v ic e de l i v er y.
29 . T he s oc i al s er v ic e pr o v id er i ns t it u tes an a nn u a l e v a l ua t io n of
par t ic ip a ti o n of per s o n s s er v e d bo t h o n i nd i v i du a l a nd / or gr ou p b as i s .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
27
T here a re c ar r i e d o ut e v a lu a ti o ns b ot h
an in d i v id u a l a nd in c o l lec t i ve b as is .
T he y r e v i e w t h e m eas ur es , ac t i v i ti es
an d p ol ic y f o r p ar tic i p at i on of c li e nts o n
an n ua l b as is ( a n nu a l r ep or t) .
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
Ex am pl es of t an g i b le r es u lts on
em po werm en t wer e p r es e n te d t hro u gh
s uc c es s s t or i es a nd c l i en t i nt er v i e ws .
For ex am pl e th e y can of f er v er y
i nd i v i du a l a pp r o ac h t o th e ir c l i e nts - t o
work wi th th e c l ie n ts in m os t
ap pr o pri a te wa y f or th em - at t h eir
hom es , ou ts id e etc un t i l th e c l ie nt is
rea d y t o wor k a nd c om m unic a te wit h
ot h ers . T he y h a v e p r ep ar e d c hr is tm as
p la y wi t h th e ir c l ie n t s to s u p por t an d
c our a g e th em to ex pr es s t hem s e l ves i n
d if f ere nt wa ys .
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.
28
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Pr i nc i p l es of em po we r m ent are
reg u l at e d i n Q u al i t y H an d bo ok .
As em p o wer m en t in m os t c as es is
s om eth i n g v er y i n d i vi du a l t he n s p ec if ic
m eas ur es ar e pu t in p l ac e to m ee t t h e
s pec if ic n ee ds of s er v ic e us er s . Us u a l l y
it is do n e thr o u gh i nd i v i du a l p l an n i ng
proc es s .
T he m os t im por t a nt wa y of em po wer i ng
c l ie n ts is to f in d f or e ac h c l ie n t
ap pr o pri a te e v er yd a y ac t i v i t y, s o t he y
c an feel ne e df u l a nd ex p er i enc e
s uc c es s .
O rg an is at i o n h as d if f er e nt tra i n in g
pos s i b i li t ies a nd or g an is es e v e nts to
em po wer t h e ir c l i e nts i n m an y wa ys . F or
ex am p le dur i n g th e a ud i t c l i en ts whe re
pre p ar in g f or th e ir c hr is tm as e v en t
wh er e t he y wi l l p er f or m to ot her c l i e nts ,
par e nts , s up p or t er s , s taf f a nd o th er
qu es ts .
St af f m em ber s ar e tr a i ne d t o s u p po rt
th e em po wer m e nt of s er v ic e us er s .
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
29
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Ne e ds of c u r r e nt s er v ic e us er s a re
s ta te d i n I nd i v i du a l P l ans .
Ne e ds of po te n ti a l p er s o ns s er v ed ar e
i de nt if ie d t hr ou g h c oo p er at i on wi th
par t ners ( h os p i ta l , c it y go v er nm ent
rep res e nt at i v es , f u n d er ) a n d a ls o wit h
s pec i a l q ues t io n na ir es .
Ha a ps a l u S ots i aa lm aj a of f er s i ts
s er v ic es in t he ir r o om s as we l l as
c l ie n ts hom es or a n y ot h er pl ac e wh er e
c l ie n ts c an f e e l c om f or ta b le .
33 . T he s oc i a l s er v i c e pr o v id er of f ers p rog ram m es c ons is te n t wit h t h e
i de nt if ie d n ee ds of i ts c us t om ers an d o bj ec t i v es f or t h e pr ogr am m e.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
30
Fu nd er`s n ee ds a nd s u gg es t i o ns are
d is c us s e d in m e et i ng s wit h f u nd er a nd
wh e n c on tr ac ts ar e m ade an d s i g ne d.
Re ac hi n g t he o bj ec t i v es a n d m eet i ng
th e ne e ds of t he p er s o ns s er v e d is
c on d uc t e d wi t h c l i en ts i n d i vi d ua l p l a ns .
T he y e v a lu a te th e qu a l it y of p ar t ne rs h i p
wi t h c l ie n ts , p ar tn er s an d s t af f .
A nn u a l R e por t r ef l ec t th e r es u lts a nd
be n ef i ts of c o - o p er a t i on wi th d if f er en t
s tak e ho l de r s .
34 . T he s oc i a l s er v ic e pr o v i der o per at es in d i v i du a l pr oc es s es t h at are dr i ve n
b y th e n e eds of t he p e r s on s er ve d .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Ne e ds of p er s o ns s er v ed ar e d is c us s ed
an d a gr e ed f r om th e m om ent c li e nts are
en t eri n g t he s er v ic e ( c l ie n t i nt er v ie ws ).
S er v ic e us er s h a ve I nd i v i du a l P l a ns
(ac t i on p la ns a n d e v a lu at i o ns ) , wh ic h
c on t ai n c l i en t´ s s pec i f ic g o als ( d es ir ed
s it u at i ons , o ver a l l go a ls , s p ec if ic
m eas ur ab l e o bj ec t i ves , m et ho ds ) .
Cl i e nts sign th e i r i nd i v i du a l
p la n/s er v ic e c o ntr ac ts .
31
35 . T h e s oc i al s e r vic e pr o v id er d oc um ents t he p l a nn i n g of s er v ic e s b as e d o n
th e id e nt if ic a ti o n of in d i vi d ua l n ee ds an d ex pec t at i ons of p ers ons s er ve d i n
an I n d i vi d ua l P la n.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A l l s er v ic e us e r s have an In d i v id u a l
P la n ( i n di v i d ua l ac ti o n pl a n, h om ec ar e
s er v ic e m eas ur em e nt p la n) .
In d i v id u al p l ans c o n ta i n t he d es ire d
s it u at i on of th e p er s o ns s er v e d, g o a ls ,
m eas ur ab l e o bj ec t i ves , i nt er ve n ti o ns .
E ac h In d i v id u a l P l a n is a gr ee d b y t he
pers o n s er v ed .
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
32
T he k e y s er v ic e d e l i v er y p r oc es s es ar e
i de nt if ie d an d wr i t te n in Q u a li t y
Ha n db o ok an d m or e s pec if ic proc es s
des c r i pt i o ns in S er v ic e Pr o v is i o n
Pr oc e d ur es .
Pr oc es s es ar e r e v i e we d on r eg u l ar
bas is . Ex t er na l a u di ts ar e or g a n is e d b y
S oc i a l I ns ur a nc e B oar d.
In te gr at i o n of m is s i o n an d q ua l it y p o l ic y
i nt o th e s er v ic e d e li v er y is e v i d en t a nd
s taf f m em ber s ar e we ll a wa r e of t h e
qu a l it y p ri nc i pl es .
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
Ha a ps a l u So ts ia a lm aj a m oni t or s t he
perf orm anc e of t he k e y s er v ic e d el i v er y
proc es s es t hr ou g h i n t er n a l e va l ua t io ns
s ys tem . T his s ys tem is d es c r i be d in
th e ir Q u a l it y H an d bo o k .
P la ns a n d r es u l ts of th es e e va l ua t io ns
are wr i tt e n in t h ei r an n ua l p l ans a n d
rep or ts .
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 .
33
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 la n g i v es t h e ye a r l y f r am e work O rg an is at i o n s h o ul d c ons i d er t o f i n d t h e
f or e va l ua t io n of c on t in u i ng s er v ic e wa y a nd or ga n is e work so t h at
de l i v er y. E va l u at i on of c on t in u i ng hom ec a re s e r vic e c a n a ls o be of f er e d
s er v ic e d e l i ver y is c ar r i ed o ut m os tl y b y dur i n g we ek en ds a n d ho l i da ys .
re v is i o n of i nd i v i du a l p la ns . T h e n a ls o
A ud i it or i s o o v it us on l e id a v õ im al us , et
c on t in u it y of s er v ic es is d is c us s e d .
Res u lts ar e a ls o d oc u m ente d. k odu ho o l dus te e n us t s a ak s p ak k uda
k lie n d i vaj ad us tes t lä h tu v a lt ka
Ha a ps a l u S ots i a alm aj a h as valid nä d a la v a he tus t e l n in g pü h ad e aj a l.
l ic e nc es a nd c on tr a c ts an d p ar tn ers
(d if f ere nt or ga n is at i on s ) , wh ic h e ns ures
c on t in u i ng s e r vic e t o t he i r c li e nts .
39 . T he s oc ia l s er v ic e pr o v i d er d e ve l o ps a s eam l es s c o nt i n uum of s er v ic es a nd
red uc es b ar r ier s i n a m ult i - d is c i p li n ar y or m u lt i - ag e nc y s et t in g .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
34
Id e nt if yi n g a nd f i n d in g bar r i er s is a wa y
to m on it or th e s e am l es s c on t i nu um of
s er v ic es . B ar r i er s a nd a ls o pos s i b le
s o lu t io ns / im pr o v em en t s ar e r e por t ed i n
an n ua l r ep or ts .
Ha a ps a l u S ots i aa lm aj a of f er s s er vic es
by dif f er en t s pec i a lis ts an d a ls o
c oo p er at es wi th o t h er or g a n is a t io ns
ens ur i ng t ha t m ult i d is c i pl i n ar y a p pr oac h
c ou l d be a pp l i ed a n d t o m ak e it p os s i b l e
f or th e c l i en ts t o ge t a ll t he s er v ic e s
th e y n ee d .
40 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s er v ic es f rom a h o l is t i c a p pro ac h
bas e d o n t he ne e ds a nd ex p ec ta t io ns of t h e p ers o n s er ve d wit h th e a im of
im pro v i ng t h e qu a l it y of lif e f or t h e pe rs o n s er ve d .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
In d i v id u al pl a ns ac t i v i ti es ar e m eas ur e d
on r eg u l ar b as is thr ou g h d e ve l o pm ent
d is c us s i ons f or s om e s er v ic es e ve n 4
tim es a ye ar a n d a ls o d oc um e nt ed . At
th e e nd of th e ye a r th e y h a v e m ore
l on g er de v e l opm en t d i s c us s io n to m ak e
nec es s ar y c h a ng es a nd p la ns f or t he
nex t p er io d .
In d i v id u al p l a ns ar e m onit or e d, r es u lts
as s es s e d a nd r ep or t e d .
35
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
Sk i lls and c om p et en c i es of s t af f to
en h anc e q ua l it y of l if e of p ers o ns
s er ve d ar e doc um e nt e d in Q u a l it y
Ha n db o ok and job d es c r ip t io ns .
Com pe te nc es of s t af f ar e dis c us s ed i n
reg u l ar (o nc e a ye ar ) s taf f s upe r vis i o n
m eeti n gs .
T rai ni n g s ys tem g i v es a n o pp or tu n it y t o
be m ore s k il l ed a nd ha v e h i gh er
c om pet e nc es i n or de r to b e a b l e to
s up p ort a n d em po wer s er v ic e us ers .
42 . T h e s oc i a l s er vic e pr o vi d er i de nt if ies i ts bus i n es s r es u l ts a n d pr o vi d es
f orm al p er io d ic a n d i nd e pe n de n t re v i e w a nd pr oc e d ures to ac h ie v e t h e
tar g et ed r es u l ts .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
36
Ha a ps a l u S ots i aa lm aj a h as A nn u a l
P la n wh er e t he y s et the ye ars
obj ec t i v es and ac t i vi t ies an d
De v e lo pm en t Str at e g y P l a n f or l o ng er
per i o d p la n n in g.
T he y m eas u r e t he ir per f or m anc es
ag a i ns t b us i n es s o bj e c ti v es an d o nc e a
ye ar c om pi l e s p ec i al r ep or t. T h is r ep ort
is m ade a v a i l ab l e f or al l s t ak eh o ld ers -
d is c us s e d i n s taf f a n d c li e nts m ee t in gs
an d is als o a v a i la b l e i n we b pa g e.
Ex t er n al a ud i ts ar e c ar r ie d ou t to
m eas ur e t h e per f or m anc e a nd res u lts
(b y F u n der , V et e r i nar y and Fo o d
B oar d) an d t he y g i v e s t at is t ic a l d at a
a ls o t o M i n is tr y of S oc i al Af f air s .
43 . T h e s oc i al s er v ic e pr o vi d er i d en t if i es an d re g is t ers t he ou t c om es a n d
be n ef i ts f or p er s o n s er ve d of th e rec e i v e s er v ic es on in d i v i du a l a nd
c o ll ec ti v e b as is .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
W ithi n in d i v id u a l p la n n in g pr oc es s e ac h
i nd i v i du a l ’s o u tc om es an d be n ef i ts ar e
m eas ur ed .
T he ac h ie v e d r es u lts an d be n ef i ts of t he
rec e i v e d s er v ic es on c ol l ec t i v e bas is
are a ls o m eas ur ed ( s a tis f ac t i on
s ur ve ys ) an d d oc um ent e d ( s ur v e y
rep or ts , a n nu a l r e p or t) .
37
44 . T he s oc i a l s er v ic e pr o v id er e v a l ua tes its bus i n es s res ul ts i n or der to
de t er m in e b es t va l u e f or purc h as ers an d f u nd ers ( ‘b es t v a lu e ’ c a n a ls o be
ex pr es s e d i n r e la t io n to t h e i nc re as ed qu a l i t y of lif e of f ere d t o th e p ers o n
be i n g s er v ed) .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A nn u a l R ep or t a n d S a tis f ac t i on S ur v e ys
Re p orts r ef l ec t a d d ed v al u e of th e
s er v ic es . T h es e r ep o r ts ar e pr es e nt e d
to F un d er s and ot her r e le v a nt
s tak e ho l de r s .
Cl i e nts In d i v id u a l p l an s wi th o bj ec t i ves
an d b en ef i ts ar e r e gu l ar l y e va l u at ed
wh ic h e ns ur es t ha t a dd e d v a lu e of th e
s er v ic es f or q u al i t y of l if e is m on it or ed .
45 . T h e s oc i a l s er v i c e pr o v i d er e va l ua t e s th e i nd i v i d ua l a nd c o l lec t i ve
s at is f ac t io n of pe r s o n s s er ve d an d ot h er s tak e ho l de rs b y i nt er n a l a n d/ or
ex t er na l e v a l ua t io n.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
38
O rg an is at i o ns Q ua l it y Ha n db o ok s ets
th e pr i nc ip l es of c ol l ec ti n g f ee db ac k an d
m eas ur e th e s a t is f a c ti o n of pe rs o ns
s er ve d , f u n d in g b od i es a n d c o - p ar tn ers .
S at is f ac ti o n S ur v e y of per s o ns s er v ed is
c arr ie d o ut af t er 2 ye ar s . T h ere ar e
s pec i a l f e e db ac k f or m s and i nt er v i e ws
org a n is e d f or th a t m at ter .
Cl i e nts c an g i v e f e e db ac k r e la t io n to
s at is f ac t io n als o t hr o ug h de v e l opm en t
m eeti n gs .
Ex t er n al par t ner s ( f u n der s , c o - p art n ers )
f ee db ac k r e la te d to s at is f ac t io n is als o
as k ed ( q u es t i on n ai r es ) o n r e gu l ar b as is
an d a ls o d oc um en t ed .
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
39
A l l t h e r e le v a nt r e p o r ts - an n ua l p l an ,
an n ua l r e po r t , s a t is f a c ti o n s u r ve y`s ar e
a va i l ab l e i n or ga n is at i ons we bp a ge a n d
on s it e.
T he c o nt e nt of th es e d oc um ents ar e
d is c us s e d i n r eg u l ar c l i en t a nd s t af f
m eeti n gs .
T he d oc um ents m en t io n ed a b o ve
c on t ai n a ls o per s o n al p er c ep t io ns a nd
ac h i e v em ents .
47 . T h e s oc i a l s er v ic e pr o v i d er ac t i v el y d is s em in at es org a n is a t io n perf orm anc e
am ong its s t af f , s er v ic e us er s an d ex t ern a l s tak e ho l de rs .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
40
Inf orm at i o n ab o ut or g an is at i ons
perf om anc e , r es u l ts an d e ve n ts ar e
a va i l ab l e on or ga n i s at i ons we bp a ge ,
Inf o s t a nds . T he y pr o v id e i nf or m at i on
a ls o b y e - m ai ls .
A nn u a l re p or t wi t h an n ua l r es u lts ,
ac h i e v em ents a nd p er s on a l pe r c e pt i o ns
are pr o v i de d t o d if f e r e n t s tak e ho l d ers
onc e a ye ar .
Res u lts ar e d is c us s e d in m ee t in gs wi t h
s taf f an d in d i v i du a l ac h i e v em ents an d
perc e pt i o ns of s er v ic e us er s are
d is c us s e d on in d i v i du a l b as es .
All re l e va n t pr ot oc o ls of m ent i o ne d
m eeti n gs wer e pr es en te d a nd i n ter v i e ws
c onf irm ed t he ir oc c ur r enc e .
48 . T h e s oc ia l s er v i c e pr o v i d er has a s ta n dar d pr oc e d ur e f o r c o nt i nu o us
im pro v em ent on t h e b as is of a n im pr o vem en t c yc l e.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
41
Co nt i n uo us im pr o v e m ent pr oc es s is
doc um en te d in Q ua l i t y H an d bo ok
doc um en t.
O rg an is at i o n c om pi l e s ac t io n p l an f or
on e ye ar , per f o r m an c e i n d ic a t ors ar e
m eas ur ed at th e en d o f the ye a r ( An n ua l
Re p ort) . T h er e ex is ts a PD C A c yc l e i n
an n ua l p l a nn i ng a nd it` s r e v i e wi n g
proc es s .
Q u al i t y im pr o vem en t pr oj ec ts wer e
doc um en te d .
49 The s oc i a l s er v i c e pr o v i der i d en t if i e s perf orm anc e i n d ic at ors f or
m eas ur in g t he r es u l ts of t h e im pro v em ent ac ti o ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Ha a ps a l u So ts ia a lm aj a h as per f or m anc e
i nd ic at ors f or m eas ur i ng t h e r es u lts of
a ll t he ir im pr o v em en t pr oj ec ts i n th e ir
A nn u a l P la n a n d Re p o r t.
Im pro vem e nt pr oj ec t s obj ec t i v es ar e
def in e d a nd r es u l ts m eas ur e d.
50 . T h e s er v ic e p r o v i der in tr od uc es an d m an a ges in n o va t i ve wa ys of work i ng
th at ha v e b ee n i d en t if i ed bas e d on t h e n ee ds of s tak e ho l d ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
42
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Ha a ps a l u S ots i aa l m aj a m ana ges
i nn o v at i v e wa ys of wor k i n g t ha t h a v e
be e n i d en t if i ed bas e d on t h e n ee ds of
s tak e ho l de r s . F or ex a m ple r ec e nt l y t h e y
l au nc he d a pr oj ec t S o un d B o ok s f or
b li n d p eo p l e.
T he y ar e d e v e lo p in g t he ir s er v ic es a nd
f in d in g wa ys t o us e i nn o v at i on i n t he ir
work wi th c l ie nts .
For s taf f th e y l au nc he d De v e lo pm en t
Da ys , wher e t h e y c a n dis c us s d if f er en t
to p ic s wi t h s taf f m em ber s .
In n o va t io n pr oj ec ts a r e doc um en te d in
th e ir A n nu a l P l an an d Re p or ts .
43
4. Agreed additional development / improvements
Target Acti vities Date/person
responsible
Homecar e ser vice: Ser vices are off ered more Irina Vaher
f lexible way, also in weekends
Ser vices are based on and var ious/new ser vices are 31.12.2018
clients needs, various developed incl organizing alarm
and new ser vices ar e button ser vice, psychological
off ered. counceling and soul counceling
ser vices.
Special care ser vices: Rooms physical condit ions ar e Kätriin Eliis
corrected. Suurküla
Clients have more
opportunit ies f or Clients have possibilities to 31.12.2016
working with support. work and their products are put
f or sale.
Development of recreational
ser vices.
Organisation rooms Improvem ent works in and Serli
and surroundings are outside of the building to Küünarpuu
based on clients needs improve the condit ions of
mobilit y. 31.12.2018
Järgmise kahe aast a arendustööd:
Eesmärk Tegevused Tähtaeg/ vast
utaja
Kodut eenuse osas: Sihtgrupi vajadustest lähtuvalt Vastutaja:
Teenused vastavad teenuse paindlikum osutamine Irina Vaher
klient ide tegelikele ja mitmekesistamine
vaj adustele ja on (nädala vahetustel) Tähtaeg:
mitmekesised ning 31.12.2018
pakutakse uusi Eakate iseseisva toimetuleku ja
teenuseid. lähedast e hoolduskoormust
vähendavate teenust e
44
Võim alikult kaua edasiarendam ine (sh häirenupu
iseseisev toimetulek teenuse vahendam ine,
oma kodus. psühholoogilise nõustamise ja
hingehoiuteenuse osutamise
korraldamine).
Erihoolekandet eenuse Ruum ide f üüsilisi tingimusi on Vastutaja
osas: parandatud. Kätriin Eliis
Suurküla
Klientidele on loodud Klientidele on loodud
võimalus töötamiseks võimalused töölaadseteks
ning tagatud vajalik tegevust eks. Klient ide
tugi. valm istatud tooteid Tähtaeg:
turustatakse. 31.12.2016
Olemas olevat e ringide
laienemine. Meeste käsitöö -ja
liikumisr ingi lisandumine.
Üldine: Vastutaja:
Serli
Sotsiaalmaja ruumid ja Nii maja sees kui ka ümbruses Küünarpuu
ümbrus vastavad on tehtud parendustöid
puuetega inimeste puuetega inimeste Tähtaeg:
vaj adustele liikumist ingimuste
parendamiseks 31.12.2018
45
5. Closing remarks
H aa ps a lu So ts ia a lm aj a was f o un d ed in 19 94 an d s t art e d th e ir ac t i v it y in 19 9 5.
T he y of f er m an y d if f er e n t s er v ic es f or p e op l e wh o h a ve d if f ic u lt i es re l at e d to
he a lt h , d is a b i l it y, ag e or ot h er . T he y of f er s e rv ic es l ik e:
1. T ak ing s o u p at hom e f or o ld pe o p le or pe o p l e wi t h d is a b i l it y
2. S oc i a l T r a ns p or t Ser v i c e
3. Ca ter i n g S er v ic e
4. Hom ec ar e s er v ic e
5. Da i l y Ac t i v it y S er v ic es ( D a y Ce n tre )
6. S pec i a l c ar e s er v ic e s : s up p ort e d em pl o ym ent s er v ic e , s u p por te d l i v i ng
s er v ic e , e v er yd a y l if e s up p or t i n g s er v ic e
7. S ec ur e h om e s er vic e f or a du l ts a nd f am il i es
T he s c o p e of a u d it w as h om ec ar e s er vic e an d s pec i a l c ar e s er v ic es : s up p ort e d
em pl o ym e nt s e r vic e , s up p or t e d l i v in g s er v i c e, e v er yd a y l if e s u p por t in g s er v ic e.
Hom ec ar e s er v ic e t h e y of f er to ab o ut 10 0 c l i en ts p er ye ar a nd s pec i a l c ar e
s er v ic es t o a b ou t 2 5 c l i en ts p er ye a r.
A ud i t l as te d 2 d a ys . A l l t he i nt er v i e ws t o o k plac e in tim e. In t er v i e ws wi th s t af f
ga v e c o nf ir m at i on of c om m itm ent a n d m ot i v at i on t o war ds th e ir work . In t er vi e ws
wi t h p ar tn er s g a ve o v er v ie w of or ga n is at i on s c o n tr i bu t io n an d c o m m itm ent t o war ds
c oo p er at i on . M e et i ng wi t h c l i e nts s ho we d s at is f ac t io n wi th s er v ic es , p eo p le a nd
en v ir o nm ent . A tm os ph er e in t h e or ga n is at i on was n ic e a nd f ri e nd l y.
T he c ri t eri a f or de v e l opm en t a n d im pro ve m ent f rom the au d it o rs po i nt of v i e w,
bas e d o n 2 - da ys a u d it ar e t he f o l lo wi n g :
Cri t er ia 3 :
W hen c o l lec t in g f ee d b ac k f r om s erv ic e us e r s t he n or ga n is at i on s h ou l d c o ns i d er to
f in d a wa y t o g et f e e d bac k f r om m ore c li e nts th en t h is ye ar ( 50 %), at le as ts 6 0 - 7 0%
of c li e nts s h o u ld g i v e t he ir f e ed b a c k .
46
Cri t er ia 6 :
O rg an is at i o n s h ou l d c ons i d er t o s e t f e w k ey i n d ic at ors a n d m oni tor d e v e lo pm en t
an d c h a ng es of th es e i n d ic a to r s o ver t h e years an d pr es en t th e m in a nn u a l p la n
an d re p ort .
Cri t er ia 1 0 :
O rg an is at i o n s h o u ld p a y m or e a tt en t io n f or gu i d in g a nd s u p po rt i n g v ol u nt e ers work
to b e s ur e t ha t th e ir wor k is g u i de d a nd m on i tor e d s im il ar as f or s t a f f .
Cri t er ia 1 2 :
O rg an is at i o n s ho u ld c ons i d er to des c r i b e c om pet e nc es in j o b d es c ri pt i ons in m ore
de t ai l e d wa y ( th r o u gh l y) . Ed uc at i on , ex per i e nc e a n d pers o na l i t y t ha t is ne e d ed i n
th at par t ic u l ar p os it i on .
O rg an is at i o n s h ou l d c ons i d er t o e v a lu at e c om pet e nc es of s taf f m ore th oro u gh l y
an d pr ot oc o ls s h ou l d a ls o c on t ai n s u p er v is or s e v a lu a ti o n a nd p ro p os a ls .
Cri t er ia 2 7 :
O rg an is at i o n s ho u ld m ak e m or e ef f ort t o g et f ee d bac k f rom m ore c l ie n ts t h e n t h is
ye ar ´s s ur v e y ( 5 0% of th e hom ec are s er v ic e us ers a ns wer ed) . N ex t t im e at l e as t
70 % wo u l d b e go o d to m ak e c o nc l us i o ns o n c o ll ec ti v e l e v e l.
Cri t er ia 3 8 :
O rg an is at i o n s h o u ld c ons i d er t o f i n d t h e wa y a n d or ga n is e work s o t h a t h om ec ar e
s er v ic e c a n a ls o b e of f er e d d ur i ng we ek en ds an d h o l id a ys .
Ha a ps a l u S ots i aa lm aj a in t he s c o p e of th is au d it f u ll y m e et t he c r it er i a of EQ U A S S
As s ura nc e. E v id e nc e g i ve n a n d i nt er v ie ws c arr ie d o u t wer e s uf f i c i en t to pro v e t h e
c om pl i anc e t o EQ U AS S pr i nc ip l es .
Ha a ps a l u S ots i a alm aj a as ut at i 1 9 94 n i n g a v at i am et l ik ul t 1 99 5 . aa s ta l .
Ha a ps a l u S ots i a alm aj a p eam is ek s t e g e vus v a ldk o nn ak s o n p uu d es t, e as t , te r vis es t
või m uud es t s ots i aa ls et es t er i v aj a du s tes t t i ng i tu d t o i m etul ek ur as k us te
47
k õrva l d am is ek s võ i k er ge n dam is ek s s ots i aa l te e nus te os u t am is e k orra ld am in e
er in e v at e le r is k ir ü hm a de l e.
Ha a ps a l u S ots i a alm aj as os ut at ak s e j ärgm is i t ee n us e i d:
1. Eak at e l e j a p uu et e g a i n im es te l e s u pi k oj u v i im is e t ee n us
2. So ts ia a ltr a ns p or t tö öp ä e va d e l
3. T oi t lus t am in e ( s u pi k öög is t s up i vä lj as t am i ne 2 0 - 1 20 li i tr it p ä e va s ).
4. Ko d uh o o ld us t e en us e ak at e le j a p u ue t eg a i nim es t e l e ( 10 2 k as u ta j at) .
5. Eak at e j a p u ue t eg a i nim es t e h u v it e ge v us ( c a 7 00 - 9 00 k ül as tus t a as t as ).
6. Er ih o ol ek a nd et e en us e d : i ga p äe v a e lu t o et am in e, t o et at u d e la m ine, t ö öt am is e
to et am in e ( 2 6 k l i e nt i) .
7. T ur vak o du t ee n us tä is k as va n ut e le j a p er e d e le
A ud i ti s k oo p o l i k od u h oo l d us t ee n us n in g er i ho o l ek an de te e n us e d ( to et a tu d e lam i ne ,
to et a tu d t ö öt am in e n i ng i ga p äe v a e lu to et a m is e te e nus e d). Aas ta n e k li en t id e ar v
k odu ho o l dus t e e n us e l on um be s 10 0 k l i en t i a as t as n in g er i ho o l ek an de te e nus e l
um bes 2 5 k l i en t i aas t a s .
A ud i t k es tis 2 p äe v a . K õik i nt er vj u u d l e i ds i d as e t k ok k ule p it u d a e ga d e l. I nt er vj uu d
pers o n al i g a an ds i d k inn i tus t t öö taj at e p ü he nd um us es t j a m oti v at s i oo n is t om a t öö
v as t u. I nt er vj u u d k oos t öö p ar t n eri t eg a k i nn i tas i d, et H aa ps a l u S o ts i a a lm aj a
pa n us t a b is e ak ti i vs e l t k oos t ö ös s e n i ng h i nd ab s e da . I n ter vj u ud k l i en t id e ga a n ds i d
ü le v a at e, e t o l lak s e r a hu l n i i t ee n us e k u i k a s pe ts ia l is ti d e n i ng k es k k onn ag a .
Ar en d us e tt e pa n ek ud , m is põ h i ne v a d 2 - p ä e v as e l a u d it i l o n j ärgm is ed :
Kr it e er ium 3 :
A ud i it or i s o o v it us o n pü ü da H a a ps a l u S ots i aa lm aj a l s a a da r ohk e m atel t k li e nt i de l t
ta g as is i d et . Nä i t ek s , k ui s el aa s t a l k ogu t i t ag as is id et p oo l te l t k odu te e nus e
k lie n ti d e lt , s i is e das p i d i v õ ik s ees m är gik s o l l a v äh em al t 6 0 - 7 0 % s i ht gr up i ar v us t.
Kr it e er ium 6 :
A ud i it or i s o o v it us on m äär at l e da võ tm ei nd ik aa t ori d , m is võ im a ld a k s näh a tr en d e j a
m uutus i a as t a te lõ ik es . Mu u da t us e d v õ ik s i d k aj as tu d a i ga aas t a aa s ta ar ua n des .
48
Kr it e er ium 1 0:
Ha a ps a l u So ts ia a lm aj a p e ak s pöö ram a ro hk em täh e le p an u j a v e e nd um a, e t k õi g i le
v ab a ta ht l ik e le o l ek s tag a tu d tö öt aj at e ga v õ rdn e (s is s ej uh at a v) j u he n dam i ne j a e t
v ab a ta ht l ik e tö ö tam is t j äl g it ak s s ar n as e l t tö ö taj at e ga .
Kr it e er ium 1 2:
A ud i it or i s oo v i tus o n k aj as ta d a am et ij uh e nd it es t ö ök s vaj a l ik e k om pete nts i d e os a
v ee l g i t äps em al t, k us o lek s s e lg e lt v ä lj a to o du d t ö ök s vaj a l ik e te a dm is te , o s k us te
j a k og em us t e tas e ( h a r i dus , is ik uom ad us e d, tö ök og em us j n e) .
S oo v i tus on v õt ta k as ut us el e p õ hj a l ik um töö taj a k om pete nts i d e h i n dam is e s üs t e em ,
m is s is ad ak s ka j u h ip o ols e t h in n a ng u t t ö öt aj a k om pet e nts i de l e n in g
are n g u vaj ad us te l e.
Kr it e er ium 2 7:
A ud i it or i s o o v it us on p üü d a s aa d a t a gas i s i de t r ohk em at e lt k l i en t id e lt k ui s e l l e
aas t a t a gas is i d e k üs i t l us ( v as t as 5 0% k o du ho o l dus e k l i en t id es t). J är gm is e l k orra l
v õ ik s v as t a nu te pr o ts e nt o l l a v ä hem a lt 7 0% k l ie n ti d e k o gu ar v us t .
Kr it e er ium 3 8:
A ud i it or i s oo v i tus on l e id a võ im al us , e t k od uh o o ld us t e en us t s a ak s pak k uda k l ie n d i
v aj a d us t es t lä ht u v a lt k a n äd a la v a he t us t e l n in g p üh a de aj a l.
A ud i ti v a at l us e a l l ol nu d te e nus te os as va s ta b H a aps a l u So ts ia a lm aj a t ä ie l ik ul t
E qu as s As s ur anc e k r it e er ium it e l e, v a ad e l d ud d ok um end i d j a in ter vj uu d a nds i d
k inn i tus t v as t a v us es t E qu as s As s ur a nc e p õ h im õte te l e.
T al li n n, 10 .1 2 .2 0 16
E pp S il l as t e
49
EQUASS ASSURANCE
ASUTUSE KÜLASTUSE
ETTEVALMISTAMISE VORM
Asutuse külastus: 5-6. detsember 2016
Haapsalu Sotsiaalmaja
Audiitor: Epp Sillaste
© 2012 by European Quality for Social Services (EQUASS)
Kõik õigused kaitstud. Antud dokumendi elemente ei tohi paljundada, kopeerida ega muul elektroonilisel moel
salvestada ilma EQUASS kirjaliku loata.
Asutuse külastuse ettevalmistamise küsimused
EQ U AS S As s ur a nc e t ao t lus v or m i le j a a nt ud l is ai nf orm ats i oo n i l e p õh i n ed es pa l um e
te i l e tt e va lm is t us ek s v as t at a j är g ne v at e l e s e l gi t us t n õ ud v at e l e k üs i m us tel e :
Üldised teemad (max. 10 küsimust)
1. Pa l u n k ir j el d ag e lü h i da l t om a org a nis a ts i o on i ig a - aas t as t t eg e v u s te p l a ne er im is e
j a aru a n dl us e pr ots es s i.
2. Ku i das on t e en us e os u t am is e k ä i gus k ai ts tu d k l i en d i õ i gus e d?
3. K as k li e nt i de I nd i v i du a als e tes te g e vus p la a ni d es o n f ik s e er i tu d m õõ de ta v a d
s pe ts i if i l is e d e es m är g i d j a k as ut at a v ad m eet od i d/s ek k um is ed?
4. K u id as t o im ub k lie n ti d e in d i v id u aa ls et e t e ge v us pl a a ni d e ees m ärk id e ja
tu l em us te m õõtm i ne ?
5. Mi d a o l et e vi im as e 2 a as ta j ook s u l e tt e v õ tn u d, e t t õ hus ta d a k oos t ö öd om a
k oos t öö p ar t n er i t eg a ?
6. M i d a o le t e v i im as e 2 a as t a j o ok s ul e tt e v õt n ud , e t s uu re nd a da k l ie nt i d e/
k lie n ti d e l äh e d as t e r a hu l o lu t ee n us t e k v a l it ee d i ga ?
7. K as ol e te v i im as e 2 aas t a j o ok s ul t u vas t a nu d tak is tus i , m is e i v õ im al da s uj u v a l t
te e nus t os ut ad a j a k as o n n ä it e id , k us o l et e s e ll ek s m id ag i e tt e v õ t nu d ?
8. M i l l is ei d p ar en d us i om a t ee n us t es o l et e h i lj u t i e l lu v ii n u d?
9. Pa l un t o o ge n ä i de /p aar nä i d et i n no v a ts i o o n is t t e ie or g a nis a ts i o o n is .
10 . Ku i d as ta g at e j a m õõ d at e t öö - j a t e en us e os ut am is e k es k k onna tur v a l is us t ?
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 ers o n a l
Juht im in e 1. K u id as l o od i or g a nis ats i oo n i m is s i oo n
j a v is io o n n in g m i l vi is i l ta g at i s e l l e
x
k om m unik a ts i o on k õ ig i l e o lu l is t e l e
os a p oo l te l e ?
2. P a lu n t ut v us t a ge j a nä i d ak e, k u id as
to im ub t e ie org a ni s a ts i oo n is te g e vus t e
p la n eer im in e , t öö s s e rak en d am ine , x
tu l em us te h i n dam i ne j a p are n dus t e
te g em in e ehk PD C A ts ük k el.
3. K u id as k o g ut e er i ne v at e lt
hu v i gr up p i de l t ta g as is i de t j a k as o l et e
x x x
s e ll es t tu l en e v a lt om a te g e vus tes m id a gi
m uutn u d?
P er so na l 1 K u id as h i nn a tak s e t e ie
or g a n is a ts io o n is pe rs o na l i l e s ea t ud x x
tö öt i n gim us i?
2 K u id as h i nd a te p ers on a l i k om pe te nts e ? x x
3 K u id as t ag a te t ur v al i s e tö ök es k k onna
n in g k u i das t o im ub t öö k es k k onna x
h in d am in e?
Version 1.0
3
4 K as j a k u i das t o im ub t e ie
or g a n is a ts io o n is pe rs o na l i x x
tu n nus tam i ne ?
5 K as j a k u i das h i n da t e p ers o n a li
x x
k ool i tus te ef ek ti i vs us t ?
Õ igu se d 1. Ku i das t o im ub k li e n ti d e
i nf or m eer im in e tem a õ i gus tes t j a x x
k ohus tus tes t ?
2. Ku i das on t a ga t ud p ers o n a l i te a dl ik k us
x
k lie n d i õ ig us t es t j a k o hus t us t es t ?
3. K u id as o l et e a v a ld a nu d k li e nt i de l e
to et us t ne n de is e x x
ots us t am is e / en es em äära t lus e os as ?
4. Ku i das t o im ib t e ie k ae b us t e
m enet l em is e pr o ts es s , k as t e i l on
pr es e nt e er id a m õ ni k o nk ree tn e x x
j uh tum /n ä i de /n ä it e i d k ae b us t e
m enet l em is e j a l a h en d am is e k o ht a ?
5. Kas h i n da t e i ga- a as tas e lt k oos
te e nus e s a aj a te g a om a k ä it um is t
x x x
te e nus e s a aj a te e n es em äär am is õ ig us es t
l ug u pi d am is e os as ?
E et i k a 1. Ku i das (m i l v i is il) o n tö ö taj ad
i nf or m eer it u d or ga n is a ts i o on i e e tik a
po l i it ik as t ni n g k ä it um i s e x
põ h i pr in ts ii p i des t j a v ä ärt us t es t te e nus e
os u t am is e l?
2. K as te i l o n t uu a m õn i n ä id e
ed us am m udes t tu r va l i s us e j a
x
ter v is ek ai ts e t a g am is e l t ee n us e
os u t am is e as uk oh as ?
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3. K u id as t ag a tak s e t e en us e s a aj a te
k onf id e nts i aa ls us j a is ik ua n dm ete x x
k aits e?
4. K u id as h i nd a te om a
k äit um is e/ t eg e v us t e ef ek ti i vs us t t ee n us e
x
s aaj at e f üüs i l is e, va im s e v õ i f in a nts 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 u id as t o im ub k oos t öö
s ots i aa l p art n eri t e n in g ra h as t aj a t eg a
x x x
te e nus e s a aj a te l e t ee n us t e os ut am is e
ees m är gi l ?
2. K u id as t o im ub k oos t öö t e en us te x x x x
ar e n d am is e l?
3. M i l l is t e k ri t eer i um it e a lus e l h i nd at e x x
k oos t öös u he tes t t ul e n e va t
l is a n d vä är tus t ?
O s al em in e 1. K as o n k ok k u l ep i tu d j a k õi g il e x x
os a p oo l te l e t ea d a, k ui das t e en us e
s aaj a d os a l e v ad t e en u s te
v ä lj a tö öt am is e l j a k va l it e ed i /t u lem us t e
h in d am is e l?
2. K u id as o n t ee n us e s aaj a id j õ us ta tu d ? x x
4. K u id as a n al ü üs it e te en us e s a aj a te võ i x x x
ne n de es i n daj a te / lä h e das t e
os a l em is e g a /k aas am is eg a s e ot u d
te g e vus i j a pr o ts e d uur e ( n en d e
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ef ek ti i vs us t) ?
Is ik uk e sk su s 1. K u id as o l et e k i n dl ak s t e in u d x
po t en ts ia a ls e t e te e nus e s a aj a te
v aj a d us e d ?
2. P a lu n k irj e ld a g e j a n ä id ak e, k ui das x x
o le te t o im in u d, k ui t ee nus e s a aj a
o luk or d j a v aj a d us e d o n m uu tu n u d n in g
es ia l gs e l t k o os t at u d p l aa n e i o l e e nam
v aj a d us t e le vas t a v.
3. M i l v i is i l t e et e k in d la k s ol u lis t e x x
hu v i gr up p i de vaj a dus e d?
4. Kas o l et e t e in u d m u ud a tus i om a x x x
te e nus tes ( v õ i l oo n ud uus i t e en us ei d)
l äh tu v a lt t e en us e s a aj at e v aj ad us t es t,
ne i l t s aa d ud t a gas is i d es t ? P a lu n t o og e
nä i d e/ nä i te i d.
Lai ah a ar de li su s 1. K u id as m õ õd at e k li e nd i e l uk v al i te e t i x
par e n da v at e t eg e v us t e ef ek t i i vs us t?
2. K u id as t ag a te , et t e en us e x
os u t am is e ga s e o tu d p eam is ed
pr o ts es s i d o n vas ta v u s es te e nus e
os tj at e j a r a h as t aj a te po o lt t e ht u d
et te p an ek ut e/m ärk us t e ga ?
3. M i ll is e i d m ee tm ei d o m a x
or g a n is a ts io o n is r ak en da t e, e t ta g ad a
k lie n ti d e le n e n de vaj a dus t el e vas ta v
k atk em atu t e e nus ?
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4. K u id as a i ta te pers o n a li l ar e n da d a X x
om a os k us i j a k om pe t en ts e te e nus e
s aaj at e e l uk va l i te e d i t õs tm is ek s ?
T ulemu st el e 1. Ku i das o le te t e a v it a nu d om a x x x
ori en t e e rit u s te g e vus te t ul em us i ol u lis t el e
hu v i gr up p i de l e?
2. K u id as m õ õd at e t ee nus e s a aj a t e x x x x
r ah u l o lu j a m il l is ed o n t u lem us e d ?
3. K as o le t e r a hu l p os it s i oo n ig a ra h u lo l u x
s k aal a l?
Pi dev a r eng 1. P a lu n pr es en te er i ge üh e võ i k ah e x
nä i te ab i l P DC A ts ük l i to im i vus t te i e
or g a n is a ts io o n is
2. P a lu n t oo g e n äi d e i n no v a at i l is es t x
tö öm eet o d is t .
3. P a lu n t oo g e ük s ar e nd us pr oj ek ti x
nä i d e.
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3. Nõutav dokumentat sioon
EQ U AS S As s ur anc e ta ot l us es s e m ärg i tu d i nf o le j a lis a de l e p õh i n ed es pa l um e
v aa t lus ek s e tt e v a lm is ta d a j är g n e v d ok um ent ats i oo n :
1. Er i ho o lek a nd e t e ge v us p la a n j a h in n an g
2. K od ut e e nus e os u ta m is e t in g im us e d ja k ord , h i nd am is i ns tr um en t,
ho o l dus k a v a
3. Am et ij u h en d id
4. K v al i te e d ik äs ir a am at
5. A as t ap l a an
6. Ar en g u ves t lus e d
7. Ar en g uk av a
8. T ööt aj a te k oos o l ek u p r ot ok ol l i d
9. A as t aa r u a nn e
10 . K üs im us t ik /k üs i t lus ( p er s o n a l i, h u v igr u p id)
11 . K oo l it us te t u nn is tus t e j a k ir j a l ik u t ag as is id e k aus t
12 . K üs im us t ik /k üs i t lus ( p er s o n a l i, h u v igr u p id)
13 . T ööt er v is h o i u j a tö ö oh ut us e dok um en d id
14 . K l ie n d i nõ us o lek u l eh t
15 . J äre l v a l v e ak t
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4. Personali, teenuse saajate ja teiste oluliste huvi gruppide
intervjueerimine
EQ U AS S As s ur anc e t ao t lus es an tu d v as t us te l e j a t õ en d it e l e p õh i ne d es p a lum e
k orral d ad a i n ter vj u ud j är gm is te in im es t eg a (f unk ts io o n j a k es t v us ) :
Juhtkond Kestvus
1. O rg an is ats i o on i j u ht 40m i n
2.
3.
4.
5.
6.
Personal Kestvus
1. P ers on a l igr u pp nr 1 - k un i 5 t ö öt aj a t 45m i n
2. P ers on a l igr u pp nr 2 - k un i 5 t ö öt aj a t 45m i n
4.
5
6.
Teenuse saajad Kestvus
1. K l i en d i gr u p p 1, 2 - m õlem as k u ni 5 45m i n +4 5m in
k lie n ti ( er in e v at e te e n us t e k l i en d i d).
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2.
3.
4.
5.
6.
Teised huvigrupid Kestvus
1. Ra h as t aj a es i n d aj a 30m i n
2. P eam is e k oos tö ö p ar t n er i es i n daj a d 45m i n (s o o vi t a va l t k or rag a)
( v äh em al t 2)
3. K l ie n ti d e l ä he d as e d ( v äh em al t 3 ) 45 m in (s o o v it a v a lt k orra ga)
4.
5.
6.
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5. Asutuse kül astuse ajakava formaat
9.30 -10.15 Auditi protsessi tutvustus , ringkäik majas
10.15-13.15 Tutvumine dokumentatsiooniga
13.15-13.45 Lõunapaus
13.45-14.15 Inter vjuu peamiste koostööpartneritega***
14.15-15.00 Inter vjuu personaligrupiga nr 1 * (koduteenus)
15.00-15.45 Kohtumine kliendigrupiga nr 1**
15.45-16.15 Inter vjuu rahastajaga
16.30 Auditi dokumentatsiooni koostamine
2 P ÄEV
9.30-10.15 Inter vjuu personaligrupiga nr 2* (erihoolekandeteenus)
10.30-11.15 Kohtum ine kliendigrupiga nr 2**
11.30-12.00 Auditi dokumentatsiooni koostamine
12.00-12.30 Inter vjuu klient ide lähedastega****
12.45-13.15 Lõunapaus
13.30-14.10 Inter vjuu direktoriga
14.15-16.30 Auditi dokumentatsiooni koostamine
16.30- Auditi lõpetamine ja tagasiside andm ine
Selgitused/täpsust used intervjuude osas:
*Personaligruppidesse 1, 2 võiks kuuluda erinevaid vahetult
klientidega kokku puutuvaid spet sialiste, ühes grupi s 3 kuni 5
töötajat.
** Kliendigruppidesse 1, 2 palun kutsuda samuti 3 kuni 5 klienti ühes
grupis (erinevate auditi skoopi kuuluvate teenuste kliendid)
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*** Peamise koost ööpartneri intervjuul oleks soov kohtuda vähemalt
2 teie organisatsiooni koostööpart neriga, kellega on teil kõige enam
kokkupuudet.
**** Klientide lähedaste gruppi võiks kuuluda kuni 3 inimest.
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EQUASS ASSURANCE APPLICATION
ADDITIONAL INFORMATION
1. Short information about the organisation in the nati ve language
Haapsalu Sotsiaalmaja on Haapsalu Linnavalitsuse hallatav asutus, mille peamiseks
tegevusvaldkonnaks on puudest, east, tervisest või muudest sotsiaalsetest erivajadustest
tingitud toimetulekuraskuste kõrvaldamiseks või kergendamiseks sotsiaalteenuste osutamise
korraldamine erinevatele riskirühmadele.
2. Short information about the organisation in English (acti vities,
clients, etc.)
Haapsalu Sotsiaalmaja is the unit of Haapsalu City Goverment. Our main goal is to support
people with disabilities and pensioners, who need extra help. In addition we support other
people, who need extra support because of their health problems or other social special needs.
For disabled people we have service, which aim is to support people with special needs to
cope maximally in everyday life. For pensioners, whose health doesn’t give oportunity to
take fully care of themselves, we have home service.
3. Name of the organisation as you w ould w ant it to appear on the
EQU ASS Assurance certificate
Haapsalu Sotsiaalmaja
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 certific ate:
Kodut eenus
Erihoolekandet eenus
5. Organisation’s logo
Information to be published on EQUASS website:
Name of the organi sation : Haapsalu Sotsiaalmaja
Post address: Kastani 7, 90508 Haapsalu
1
Director: Serli Küünarpuu
Contact person: Serli Küünarpuu
Email: inf
[email protected]
Web: www.sotsmaja. ee
2
Maarika Aro
Saatja: Maarika Aro
Saatmisaeg: 16. detsember 2016. a. 12:04
Adressaat: 'guusbeek'; 'Marie Dubost'
Koopia: Keiu Talve
Teema: Haapsalu Sotsiaalmaja audit report
Manused: Additional Information Form.doc; Asutuse külastuse ettevalmistuse vorm- Haapsalu
Sotsiaalmaja.docx; EQ-_Audit Report_Haapsalu Sotsiaalmaja.docx; EQUASS
Assurance taotlusvorm_Haapsalu Sotsiaalmaja-6.12.xlsx
Dear Marie, Dear Guus,
Attached you’ll find an audit report and other documents of Haapsalu Sotsiaalmaja EE2016-018.
Please let Keiu to know in case there are some comments about the report.
Best regards,
Maarika Aro
Sotsiaalteenuste kvaliteedi keskus
Arendusspetsialist
Astangu Kutserehabilitatsiooni Keskus
tel +372 687 7223
mob +372 521 3563
[email protected]
Astangu 27 Tallinn 13519
www.astangu.ee
Liitu Astangu uudiskirjaga
1