EQUASS ASSURANCE
AUDIT REPORT
Site visit: 15-16 December 2015
Tallinna Lastekodu
Marge Sassi
© 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
T al li n n a Las t ek od u
se rv i c e p rov id er
Ad d re s s:
V an a- P ärn u m nt. 9 a, 1 16 1 4 T a l l in n , Es t o n ia
Po st bo x: N/ A
P er so n re sp on sib le Le e na Mas i n g
(C EO ) :
Cont ac t p e rs on: In gr id T i i do
Pho ne: + 37 2 6 7 7 64 8 0
Fa x: + 37 2 6 7 7 64 8 7
E- m a il: i nf o @t a l li n na l as t ek od u .e e
W eb s ite: ht tp :/ / www. t a l l in n al as t ek od u. e e
Na me of Au dit o r: Ma r g e S as s i
Dat e s of aud it : Dec em ber , 15 - 1 6, 20 1 5
Cli en ts: Num ber of p ers on s er v ed : c a 3 5 0 ( a nn u al l y)
As of ( d at e): 3 0 .1 0. 1 5
St aff: Num ber of Fu l l t im e s t af f : 1 3 2
Num ber of P ar t t im e s t af f : 1
Num ber of C on tr ac t e d s taf f : N/ A
Num ber of vo l un t eers (if ap p l ic a b l e) : N / A
S erv ic e s: 6
2
2. Audit program
15 . 12 .2 0 15 Da y 1
T ime Ac t iv it y
9. 0 0- 9 .1 5 Opening meeting (in Nõmme)
9. 1 5- 1 2. 0 0 Documentation review, up -dat ing f iles
12 . 00- 1 2. 3 0 Lunch break
12 . 30- 1 4. 0 0 Interview with the qualit y manager Ingrid Tiido
14 . 00- 1 4. 4 5 Documentation review, up -dat ing f iles
14 . 45- 1 5. 1 5 Interview with the services manager M argit Randaru
15 . 15- 1 5. 4 5 Interview with the social worker -psychologist Susanne
Tikkerbär
15 . 45- 1 6. 0 0 Documentation review, up -dat ing f iles
16 . 20- 1 7. 0 0 Interview with Harr y Gustavson and persons ser ved (in
Maarjamäe)
16 . 12 .2 0 15 Da y 2
T ime Ac t iv it y
9.00-9.30 Visit ing the House of Inf ants and children with disabilities (in
Mustamäe) - inter views with personnel (4 people)
9.45-10.45 Documentation review, up -dat ing f iles (in Nõmme)
10.45-11.05 Interview with cooperation partner SEB Triin Lumi
11.05- 11.25 Interview with cooperation partner Er icson
11.25- 11.45 Interview with f inancing body Tarmo Kur ves
11.45-12.05 Documentation review, up -dat ing f iles
12.05-13.00 Lunch break
13.00-15.00 Documentation review, up -dat ing f iles
15.00-15.30 Interview with the qualit y manager Ingrid Tiido
15.30-16.45 Interview with gener al manager Leena Masing
16.45-17.00 Final meeting
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 :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
The mission, vision and values are The vision of the organizat ion (f ound
stated in the Qualit y Policy document only inside the Qualit y Policy
which consists of 3 pages and is also document) is f ollowing – Tallinna
available on the web site of the Lastekodu (eng. Tallinn Children’s
organizat ion. The development of the Home) is positively perceived and
documents has been coordinated by developing social welfare agency in
the management and is over looked society ”. The exact wording might
ever y 2 years. Content- wise the raise the quest ion how to measure it
document pro ves the organizat ion since there are no public polls
has understood the key pr inciples of available to f ind it out.
the dedicat ion to the contingues
improvement. Perhaps the qualit y policy wording is
a bit too f ocused on the managerial
The employees demonstrated level and only f ew signs of personnel
through inter views t heir dedication to involvement could be detected – it is
common values and share d goals. important to keep in mind that the
whole organization contributes to the
Also the results of the employee qualit y and not t he management
satisf action survey indicate the alone.
employees are awar e of the mission
Organisatsiooni visioon (leitav vaid
of the organizat ion and its role in the “Kvaliteedipoliitikast”) on sõnastatud järgmiselt -
societ y. Tallinna Lastekodu on ühiskonnas positiivselt tajutav
ja arenev hoolekandeasutus /.../". Sellisel kujul
sõnastus võib tekitada küsimuse, kuidas „positiivselt
tajutavust“ mõõta kuivõrd vastavad küsitlused
puuduvad.
Võiks kaaluda kvaliteedipoliitika sõnastuse üle
vaatamist – praegusel kujul on see liialt keskendunud
juhtkonna tasandile ning personali kaasamise märke
on sellisel kujul raske leida. Väga oluline on seejuures
meeles pidada, et mitte ainult juhtkond, vaid kogu
organisatsioon panustab kvaliteeti.
4
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
The qualit y standard, long -term
goals and commitment to continuous
improvement are stated in the
Qualit y Policy.
Also the Annual Plans demonstrat e
the development -oriented nature of
the organization.
The inter views with the staff proved
they are devoted t o deliver qualit y
ser vices and f ew of them have
emphasize d that t hinking this way is
not caused by the EQUASS qualit y
program but the inner mission of the
employees.
There is lately cr eated electronic
documents register which makes it
ver y handy to f ind any kind of
needed document. Since the staff
has access to computers, it is ver y
good way to keep ever ybody
involved and updated.
5
3. Persons ser ved, family members and ser vice user organisations are
able to give f eedback on their individual and collective experience of
programmes and ser vices.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
6
The organization has introduced Mo r e p e o p l e c o u l d b e i n vi t e d t o a n s we r t h e
regular custom ers´ surveys questionnaires or different methods chosen
(inhabitants, sponsors, cooperat ion to reach more people. It is definitely not an
partners) to all its main target e a s y t a s k b u t w o r t h o f t r yi n g .
groups.
Th e r e s u l t s o f t h e P e r s o n n e l S a t i s f a c t i o n
The questionnaires of the surveys S u r ve y are not fully p o s i t i ve . Th e
are on a prof essional level. The management could a n a l y ze the relation
results will be analyzed ver y b e t we e n the a ve r a g e rate of work
precisely on diff erent levels ( analyze m o t i va t i o n and conducting the appraisal
documents, meeting s, action plans, i n t e r vi e w s – s i n c e t h e g r o u p s u p e r vi s i o n s
etc) and are well-documented. The a r e n o t s u i t a b l e t o e v e r yb o d y a n d s o m e
amount of documents quoting to the might prefer i n d i vi d u a l s u p e r vi s i o n (as
“learning outcome s” of the surveys´ stated by one of the e m p l o ye e s in the
results is the best sign of a i n t e r vi e w ) , t h e a p p r a i s a l i n t e r vi e ws s h o u l d
constant ly developing and improving b e c a r r i e d o u t r e g u l a r l y . P e o p l e a r e wo r k i n g
organizat ion. hard, it is not an easy job and they need to
be “listened”.
39 children (out of 66) gave
f eedback in a special “ser vice C u r r e n t l y o n l y s c h o o l - c h i l d r e n c a n a n s we r
recipient sur vey”. T heir answers are the questionnaires. Perhaps a l t e r n a t i ve
ver y emotional and express the wish forms of collecting feedback could be used
to be at home and talk to someone t o t a r g e t yo u n g e r c h i l d r e n .
heart-to-heart. As a result mor e
Tu l e k s püüda küsimustikule rohkem
volunteer ing “suppor t persons” were
va s t a j a i d l e i d a v õ i a l t e r n a t i i vs e i d t a g a s i s i d e
recruited to provide additional way t o
k o g u m i s e vi i s e k a s u t a d a . S e e ü l e s a n n e e i
support the childr en psycholog ically.
ole kergete killast, kuid tasub end kindlasti
The employees give f e edback kuhjaga ära.
through the Personnel Satisf action Tö ö t a j a t e r a h u l o l u u u r i n g u t u l e m u s e d e i o l e
Sur vey. In 201 4 it was f irstl y ü d i n i p o s i t i i vs e d . J u h t k o n d võ i k s a n a l ü ü s i d a
outsourced. The report is ver y s e o s t t ö ö m o t i va t s i o o n i j a a r e n g u ve s t l u s t e
prof ound and prof essional document l ä b i vi i m i s e va h e l – k u i võ r d
with deep analyses. The results are g r u p i s u p e r vi s i o o n e i s o b i k õ i g i l e j a m õ n e d
used to f orm a centralized personnel töötajad võ i va d eelistada i n d i vi d u a a l s e t
strategy. s u p e r vi s i o o n i , tuleks arenguvestlusi
regulaarselt läbi vi i a . Inimesed t ö ö t a va d
k õ va s t i , tegemist ei ole meelakkumisega
n i n g n a d vä ä r i va d vä h e m a l t " ä r a k u u l a m i s t " .
Siiani on va i d kooliealised lapsed
küsimustikule va s t a t a saanud. Ehk võ i k s
k a s u t u s e l e võ t t a a l t e r n a t i i vs e i d t a g a s i s i d e
k o g u m i s e vi i s e , e t k a n o o r e m a t e l a s t e h ä ä l
kuuldav oleks.
7
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 :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
8
The 3 persons r epresenting the The results of the “Stakeholder s
f under and cooperation partners Sur vey” ar e in some points
stated they are aware of the off ered contradictor y and bef ore the
ser vices. questionnaire is distributed to next
round it should be improved and
It is ver y good that the stakeholders instead of structured questions more
are questioned on a regular basis – open quest ions should be used.
the process is well document ed and
analyzed. The report with the sur vey r esults
should be shared with not only the
respondents but the whole
stakeholders´ circle.
The news section of the web site
could be updated more of ten - you
are doing great job and the wor ld
deser ves to know about it!
Koostööpartnerite uuringu tulemused on
mõnes punktis va s t u o l u l i s e d ja enne
j ä r g m i s t k ü s i t l u s vo o r u t u l e k s k ü s i m u s t i k k u
täiendada ja struktureeritud küsimuste
a s e m e l r o h k e m a va t u d k ü s i m u s i k a s u t a d a .
U u r i n g u t u l e m u s i k a j a s t a va t r a p o r t i t t u l e k s
j a g a d a m i t t e a i n u l t va s t a n u t e l e , va i d k o g u
koostööpartnerite ringiga.
Kodulehe uudiste sektsiooni võ i k s
s a g e d a m i n i u u e n d a d a - t e t e e t e vä g a h e a d
tööd ja olete vä ä r t , et kõik sellest
kuuleksid!
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 .
9
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
The annual planning and review The exact wording of the planning
process is integrated into the procedure is f ollowing:
management process. The planning
procedure is described in a special The Annual Plan will be explained to
document. the employees, and it w ill be
announced, what is the expected
There are annual action plans, which contribution of them and each
are reviewed regular ly. Ever y 3 entity's role in the implementat ion of
months there is a special the plan – it seems rather passive
management meeting to review the way of planning the activities that
annual plan – the persons concern the whole organizat ion and
responsible have to submit the raises the question how t he
measurable outcomes and the personnel is involved and perhaps
analyzes is done by the team also empowered?
managers. If an activit y could not be
Planeerimise pro tseduuri sõnastus on
completed on-time, the reasons are
järgmine: Aastaplaani selgitatakse
analyzed and the deadlines pro-
töötajatele ning neile tehakse teatavaks,
longed.
mi d a neilt oodatakse /.../ - see tundub
All meetings are documented – pigem p a s s i i vn e t e g e vu s t e k a va n d a m i s e
minutes of meetings are prepar ed. vi i s . P l a n e e r i m i s s e p e a k s o l e m a o t s e s e l t
kaasatud kogu organisatsioon – tekib
küsimus, kuidas töötajad on kaasatud ja
jõustatud?
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.
10
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
There is a special document st ating As a f urther impr ovement to the
the proced ures f or annual planning annual planning process, it would be
called ”Process description of advisable to start using measurable
compilat ion and analysis of annual perf ormance indicat ors to be more
planning”. result or ient ed . Current ly ther e
exists in the annual plan a colum n
The annual work plan includes the called “indicators” but it consists of
f ollowing data: goals, activities, activities/results and not measurable
outcome, deadline and person outcomes.
responsible. It is regularly reviewed
(with diff erent color and/or in Aastase planeerimisprotsessi arendamiseks
diff erent column ). võ i k s hakata kasutama m õ õ d e t a va i d
t u l e m u s i n d i k a a t o r e i d , e t s e e l ä b i va r a s e m a s t
enam tulemustele orienteeritud olla.
Praegusel kujul on aastaplaanis küll olemas
ve e r g nimega "indikaatorid", kuid see
koosneb t e g e vu s t e s t / t u l e m u s t e s t mitte
m õ õ d e t a va t e s t t u l e m u s t e s t .
7. T h e s oc i a l s er v ic e p r o v i der d em ons tr at es org a n is a t io n ’s s uc c es s i n
s at is f yi n g th e n e eds a nd ex p ec t a ti o ns of t h e s oc i et y.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
11
The f eedback from direct The schools, kindergartens and
stakeholders is collected regular ly medical and police ser vices have so
and analyzed well as descr ibed in f ar not been directly targeted
sub-chapter 3. through the sur veys but since they
are important stakeholders, they
According to the inter view wit h
could be involved next t ime to
general manager, the press-releases
cooper ation partner sur veys as well.
wr itten by the organizat ion, have not
been published. As a cit y Koostööpartnerite k üsit lused ei ole
organizat ion, the town government siiani olnud orienteeritud koolidele ,
publishes the news concerning the lasteaedadele, ter vishoiuasutustele
Tallinna Lastekodu. ning politseile. Kuivõrd tegemist on
oluliste huvir ühmadega , võiks neid
Through f ollowing recent act ivities järgmisel korral koostööpartner ite
the societ y has been given added uuringusse kaas ata .
value:
- off ering a training base to
diff erent Estonian, 1 Finnish
universit y and Estonian
Unemployment Insur ance Fund
(f or unemployed people)
- contributing to cleaning
activit y „Let´s do it“ (Ericsson)
- support person´s project
„Ready f or life“ wit h
cooper ation of Ericsson
- Christmas cards f or Salesstar
OÜ and Adven Eest i AS.
- Diff erent scholarship and grant
schemes by NGO SEB
Heategevusf ond, Archimedes
and 3 educat ional institutions.
The organizat ion is a member of
Nordic-Balt ic Organizat ion f or
Prof essionals W orking wit h Children
and Adolescents ( NBO) and has
been contributing to organizing a
thematic conf erence.
Diff erent state level activit ies have
received input f rom the organizat ion
– green book ( „Vanem liku
hoolitsuseta laste asendushoo lduse
poliitika rohelise raamat ”) and
handbook („Asendushooldusele
paigutatud lapse tervise hindamise
käsiraamat )”. 12
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
The organizat ion is active on both, The web site could be used more
on organizational and employee eff ectively as promotional tool to
level, when it comes to ref lect on the activit ies and to
demonstrat ing social responsibilit y. engage the general public.
The organization has hosted the
It is ver y positive the organizat ion is
volunteers under the Erasmus+ and
planning to add the f eedback f orm to
„Youth in Action” programs, etc.
the home page – this way ever yone
would be able to provide f eedback
Based on a survey results, Tallinna
easily and quickly.
Lastekodu off ers the added value t o
other target groups as f ollows: t he
Kodulehte võiks aktiivsemalt
educat ional institut ions have point ed
kasutada – tegemist on olulise
out the shelter services which has
kommunikatsioonivahendiga oma
contributed to the compulsor y school
tegevust e kajastamiseks ning ka
educat ion and lear ning outcomes of
avalikkuse kaasamiseks.
pupils.
See on väga positiivne, et
Count y gover nment s have pointed
organisatsioonil on plaanis
out the opportunit y to place their
koduleheküljele lisada tagasiside
children with severe disabilities if
vorm - nii on võimalik igaühel
they are no condit ions in the count y,
tagasisidet lihtsalt ja kiire sti anda.
and the skills to care f or their
children.
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 .
13
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
The staff of Tallinna Lastekodu Communicat ion pr inciples should not
includes 137 em ployees whose be included to personnel policy.
exper ience and prof essional know - Both, the internal and external
how ensur es the qualit y and communication are important issues
consistency of the services. and should be regulated and
descr ibed in separat e documents.
Recruitment guidelines are ver y
prof essional and include real lif e Overqualif ied candidates ar e
examples – f or instance examples of excluded based on the personnel
icebreakers, interpretations of documents – perhaps in social sect or
personal lif e´s details ( candidate' s it is not a good sign. Major changes
pet dog) that could contribute to the in peoples´ lives might give to a
job requirement s. Indicat ive “f ormally overqualif ied” candidat e
recruitment guidelines also include high motivat ion to complete the job .
the principles f or equalit y and non -
discr imination. Kommunikatsiooni põhimõtted ei
peaks kuuluma personalipoliitika
Personnel policy is based on 5 alla. Nii sise- kui ka välissuht lus on
principles and last of them is olulised küsimused ning neid tuleks
f ollowing “to evolve into institut ion reguleer ida ja kirjelda da eraldi
which learns f rom experience and dokumentides.
knowledge of each employee”.
Vastavalt personali
The employees have individual job dokumentatsioonile välistatakse
descr iptions, which include among ülek valif itseeritud kandidaadid –
others also r equired knowledge, võimalik, et sotsiaalsektoris ei ole
skills and competences. see hea mär k . "Ametlikult
ülek valif itseeritud " kandidaadil võib
From the point of view of most of the
olla isiklikest põhjustest läht uvalt
partners, Tallinna Lastekodu has
siiski väga kõrge motivatsiooni ka
prof essional, motivated and
lihtsamat tööd südamega ning
competent staff .
põhjalikult teha.
14
10 . T h e s oc i al s e r vi c e pr o vi d er o per a tes i n c om pl i a nc e wi th m anda t or y
na t io n a l le g is l at i on , pr o v id i ng a p pr opr i at e w ork in g c o nd i t io ns , a d e qu a te a n d
agr e e d s t af f le v el a n d s t af f rat io , a n d a p p rop ri a te r e war d in g f or s taf f an d
v o lu nt e er s .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
15
The personnel documentation meets T he a p pr ais a l i nt er v ie ws s u p pos e d t o be
legal requirements and is reviewed c arr ie d o ut r eg u l ar l y . T here was no
to do this. Evan the training plan and pro of of t he i nt er v ie w s in 20 1 5. In th e
the f amily workers´ competencies c orr es p o nd i ng ta b l e t her e was a l is t of
table contain detailed ref erences to th e i nt er v ie ws c arr ie d ou t i n 2 0 1 3 a n d
the legal regulat ions. 20 1 4.
The Qualit y Policy and Personnel No n e of t h e d es c r i be d s t af f rec o g n it i on
Policy descr ibe the staff related m etho ds is t ar ge t ed to p ers on a l
principles and do it in a detailed and de v e l opm en t. T h e i nt er v ie ws wit h t he
prof essional way. I n Qualit y Policy pers o n ne l s h o we d th at k in d of a
the qualif ied personnel is descr ibed “s e lec t in g th e bes t c o l l ea g ue pr i ze ” t h at
as the f irst qualit y policy pr inciple . us e d to b e i n e ar l i er t i m es , c ou l d b e re -
c a ll e d s i nc e it was h i gh l y ap pr e c ia te d
Employees have a chance to give by th e em pl o ye es . It was a ls o
f eedback about working condit ions m enti o n ed t he re us e d t o be m ore j o i nt
also dur ing the appr aisal inter views. e ve n t b ef or e – it wo u ld be h ig h l y
ap pr ec ia t ed .
The working condit ions are evaluated
(risk assessments are carried out b y A r e n g u ve s t l u s e d peaksid toimuma
staff ) in all sub-unit s and necessar y r e g u l a a r s e l t . P u u d u s i d t õ e n d i d i n t e r vj u u d e
action plans ar e drawn up. l ä b i vi i m i s e kohta 2015. aastal. V a s t a va s
t a b e l i s o l i n i m e k i r i l ä b i vi i d u d i n t e r vj u u d e
kohta 2013. ja 2014. aastal.
Ükski kirjeldatud personali tunnustamise
meetoditest ei ole suunatud töötajate
isiklikule arengule. I n t e r vj u u d inimestega
vi i t a s i d selgelt, et võ i k s taaselustada
„parima kolleegi preemia" traditsiooni,
k u i võ r d töötajad hindasid seda vä g a .
Samuti mainiti intervjuudes, et võ i k s
toimuda rohkem ühisüritusi.
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.
16
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
The training needs are descr ibed and
evaluated in the annual Training plan
and Training Report.
Feedback on trainings is collected
af ter each training and is analyzed in
a document called “Summar y of the
f eedback of the trainings 2015”. The
document is ver y prof ound and
exceeds the expectations by an
additional column in the table ca lled
”changes in the work based on the
newly gained knowledge”.
For some trainings (arranged to the
whole team) like sanction -training
“mõjutusvahendite koolitus” ther e is
a ver y prof ound summary of the
content and comments.
The overall eff ectiveness of t he
trainings is evaluat ed based on a
special scale created f or that
purpose.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t p art l y t h is c r i ter i o n of t h e
EQ U AS S As s u r a nc e c er t if ic a ti o n pr og ram .
17
Str e n gt hs Im pro vem e nt & de v e lo pm ents
The competence r equirements f or W hile the training outcome s ar e
employees are described in their jo b analyzed on a ver y high level, the
descr iptions and are reviewed. same cannot be said about the
appraisal inter views – since they are
The inf ormation about the work load not carried out as regularly as
of staff is collected and the staff needed, there is also not much to
level is kept at optim um. document or analyze. The general
manager does not have to inter view
all the personnel herself – this is a
f unction that can be successf ully
delegated to certain level.
K u i k o o l i t u s t e t u l e m u s i a n a l ü ü s i t a k s e vä g a
kõrgel tasemel, ei saa sama öelda
a r e n g u ve s t l u s t e k o h t a - k u i võ r d n e i d e i
vi i d a l ä b i r e g u l a a r s e l t n a g u p e a k s , e i o l e k a
midagi dokumenteerida võ i analüüsida.
Asutuse juht ei ole kohustatud isiklikult
k õ i k i t ö ö t a j a i d i n t e r vj u e e r i m a – s e d a s a a b
edukalt delegeerida madalama tasandi
juhtidele.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
18
The Personnel Policy states that There is a minor contradiction
“The biggest asset of Tallinn a bet ween the declarations on the
Lastekodu are the r ight people in the papers and the results of the
right positions and performing dut ies Personnel Sat isf action Sur vey. The
off the roles that best suit their motivat ion of t he personnel is not too
personal qualit ies, knowledge and high – it is something that could be
abilities. ” proven when involving them more
and/or asking about their real needs.
The working plan of personnel
department is ver y prof ound and The connect ion between the lo w
indicates they are moving towards salar y and low m otivat ion could be
constant development based on the an issue in all Estonian social
needs of the organization . inst itution but is not the case.
There is a prof ound over view of the Tä h e l d a t a v on teatav va s t u o l u
super visions carried out. dokumentides sõnastatu ja personali
r a h u l o l u u u r i n g u t u l e m u s t e va h e l . P e r s o n a l i
m o t i va t s i o o n e i o l e j u s t k õ r g e – o l u k o r d a
saaks m ä r k i m i s vä ä r s e l t parendada läbi
t ö ö t a j a t e k a a s a m i s e j a / võ i n e n d e t e g e l i k e
va j a d u s t e vä l j a s e l g i t a m i s e .
Korrelatsioon madala palga ja madala
m o t i va t s i o o n i va h e l võiks iseloomustada
kõiki Eesti sotsiaalsektori asutusi, kuid
ometi pole see nii!
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
19
The group super visions, appraisal
inter views and employees’ sur veys
are the main tools used to gain
f eedback on employees’ satisf action
and motivation.
W ithin the Personnel P olicy there
exists the “Incentives and
recognit ion system” that is based on
the remuner ation policy, which is
based on the Tallinna Lastekodu
Remuneration Guide.
The management recognizes its staff
by organizing annually a motivational
trip to all of its staff in Spring .
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
20
The reviewed regulative and guiding Pictograms or any other alternative
documents of Tallinna Lastekodu are communication tool could be used to
corresponding to Estonian explain the right s and dut ies to
legislat ion. handicapped children.
Tallinna Last ekodu has developed
the rights and dut ies of persons
ser ved, which conf orm to Õiguste ja kohustuste selgitamiseks
international human rights puuetega last ele saaks kasutada
conventions. They are introduced t o piktogramme või muid alternat iivse
persons ser ved by staff – proven b y kommunikatsiooni vahendeid.
the excerpt s f rom e-diar y and f amily
meeting minut es. There is also an
illustrated booklet f or children called
“ My rights and duties”. The f amily
meetings minutes prove the booklet s
have been delivered and explained
to the children in f amily circle. It is
also said t hat f or childr en it is
natural to test the boarders and this
is why they constantly need to be
reminded of the responsibilities.
In some of the f amilies the
Children´s Ombudsman promotion
materials have been used to explain
the essence of children´s rights and
responsibilities.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
21
Str e n gt hs Im pro vem e nt & de v e lo pm ents
2015 was declared the “Year of the Current ly there is no word in the
rights” in Tallinna Lastekodu and
there wer e lots of activities arranged Qualit y Policy about equal treatment
to raise t he awareness of the of customers – it could be also laid
children of the corresponding issues. down in there.
There is also an analysis done in
2014 about children awareness of Praegu ei ole Kvaliteedipoliit ikas
their rights and duties. It has been sõnagi võrdse koht lemise kohta - see
stated in that analysis there are in võiks seal siiski sätestatud olla.
the f amily homes the rules of
procedure and rights /
responsibilities on the wall.
The persons ser ved and staff
demonstrated their interpr e tation of
the rights and duties through the
inter views.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
22
The children are dist ributed a special The fact that based on the Annual
ser vice recipient survey (has been Report in 2014 there were no
descr ibed in section 3). Their com plaints or comm ents, could
comments and propositions are indicate that perhaps the definition
analyzed prof oundly and treat ed wit h of “com plaint” is t oo narrow or the
care. clients/stakeholders are not aware
of the ways to handle in the
Tallinna Lastekodu has developed a com plaint (perhaps a question
procedure f or handling complaints – concerning the awareness could be
it is a lso available on the web site. added to the clients/stakeholders
The document consists of the questionnaire).
descr iption of how to lodge and
handle a complaint and a template 2014. aasta ar uande andmetel ei
f or a written complaint. Written esitatud aasta jooksul mitte ühteg i
complaints supposed to be answered kaebust eg a ettepanekut. Ühelt poolt
in 30 days while the oral ones in 1 võib see näidat a, et ehk on
week. "kaebuse" määrat lus liialt kitsas või
siis ei ole kliendid/ koostööpartner id
Tallinn cit y governm ent has approved teadlikud, kuidas kaebust esitada
the general rules of internal control (ehk võiks teadlikkust puudutava
f or Tallinna Lastekodu in 2009. küsimuse lisada
koostööpartner ite/klientide
küsimustikku).
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
23
Each clients´ individual development
and action plan includes inf ormation
about respecting the right to self -
determination of the person ser ved .
There is proven record that the
children are aware of the
conf ident ialit y policy and are
convinced it is about protecting their
rights.
Feedback is also collected through
diff erent surveys and dur ing the
review of the clients’ individual
plans. The results are analyzed and
document ed prof oundly.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
24
Tallinna Last ekodu has published a
booklet ”Ready f or Lif e” describing
the ser vice of support persons.
Based on the “service recipient
sur vey” the ser vice of support
persons is constantly growing –
lately new support persons wer e
selected (out of an existing
database) and start working in 2016.
Nowadays also younger children are
able to access the ser vice. It is
off ered through a joint pr oject with
Ericsson.
Activit ies in inf orming the clients
about having access to advocates
and/or supporting persons are
analyzed annually.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
25
In their work the employees f ollo w
the Policy of Ethics (on
organizat ional level) and Code of
Ethics f or Workers in the Field of
Social Aff airs (on st ate level) – both
documents are also available on the
web site.
The ethical principles respect and
assure the dignit y of the persons
ser ved, pr otect them f rom undue risk
and promote social justice.
New staff members are introduced
the ethical principles and are signing
a corresponding document “Guiding
card”.
Through the inter views the member s
of staff showed awareness about the
related ethic principles.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
26
The Policy of Ethics is targeted to
avoid f ollowing risks: econom ic
exploitation, mental abuse and
physical insecurit y.
The procedures to avoid econom ic
exploitation, mental abuse and
physical insecur it y are stated in a
“Risk prevention measures and
procedures”. The document is
descr ibing the pr ocedur es in a
detailed and structur ed way.
Staff members showed through the
inter views the awar eness about the
related principles and procedures.
The prevention activities are
evaluated regular ly.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
27
Tallinna Lastekodu provides ser vices
in a saf e and reg ular ly controlled
environment – the principles are
descr ibed in the O ccupat ional Risk
Assessment P lan.
Risk assessment of each sub-unit of
Tallinna Lastekodu has been
conducted and relat ed action plans
created.
Also the Qualit y Policy descr ibe s
physical environment risks principles
in det ail.
Besides additional detailed health
and saf ety procedur es f or staff have
been dr awn up in Procedure f or
medical examinatio n.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
28
The principles, values and
procedures in ser vice deliver y are
descr ibed in “Ser vice descr ipt ion of
Tallinna Lastekodu ”. The document
def ines precisely diff erent roles in
delivering the ser vices, the service
processes and there is a clause
about renewing the document at
least ever y 2 years.
It was demonstrated through the
inter views of staff that they are
aware of and show respect towards
the ethical principles related to their
work.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
There is a Conf identialit y Policy
document and a wr itten analysis
about the conf ident ialit y documents
available.
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 .
29
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
The roles and responsibilities
delivering the ser vices are descr ibed
in the job descr ipt ions of employees,
in the f amily model descr iption and
in the ser vice descr iption of Tallinna
Lastekodu.
Lately a document describing in
detail t he roles and responsibilit ies
of the personnel and additionall y
support persons and volunteers were
introduced. It provides ver y good
comparison bet ween the exact tasks
and expectat ions targeted to
“general volunteer s” and support
persons f or instance .
Relevant inf ormation is available
also on t he web page and updated
regularly.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
30
W ith 2 main partners Ericsson and
SEB Heategevusf ond various
projects and act ivities are organized,
which also ser ve the needs and
expectat ions of society.
Tallinna Lastekodu serves as the
training base f or students and
unemployed people. Addit ionally to
Estonian partner inst itution there is a
contract with a Finnish higher
educat ion institut ion.
Tallinn a Lastekodu has contributed in
draf ting to the development of social
welf are action plan (2016-2020).
The cooper ation with various
partners is evaluated on regular
basis. The results of the
stakeholders sur vey are analyzed
prof oundly and in diff erent
organizat ional levels.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
31
Sur vey of stakeholders is organized One re pr es en ta t i ve of a c oo p er at i on
on a regular basis t o gain f eedback par t ner was n o t f ul l y c on v inc e d a bo u t
about the needs, expectat ions and th e de d ic at i on of t he p ers on n e l of
qualit y of the deliver ed ser vices. T al li n n a L as t ek od u in c om pa ris o n to
ot h er or ga n i za t i ons i n t he s am e f ie ld .
Most of t he partners inter viewed O n t he o t her ha n d he / s he s t i l l s t at ed t h e
showed high appr eciat ion to what org a n i za t io n is c o ns t a nt l y m o vi n g
and how Tallinna Lastekodu delivers to war ds d e v e lo pm en t.
its ser vices.
It is qu i te i n c om m on , t ha t a po te n ti a l
One of the success indicator s is the c oo p er at i on p ar tn er is i nt er es t ed in
f act that the current cooperat ion d irec t in t erac t io n wi t h c h il dr e n. T h is is
partners have been cooper ating with no t ac c e p te d f or e th ic a l is s u es . Per h aps
Tallinna Lastekodu already years and a l is t of ne e ds /k no w - h o w could be
the cooper ation is constant ly pres e nt e d on t he we b s i te f or i ns t anc e
developing. un d er t h e n am e “S p o ns ors h i p ru l es an d
pos s i b i li t ies ”. S et ti n g f ix e d ru l es an d
The qualit y and added value of the
prom ot i n g wi d e l y t he n e eds m ig ht
cooper ation is well - document ed and
gu ar a nt ee m utu a l s a t is f ac ti o n wi t h th e
prof oundly analyzed (also in annual
c oo p er at i on .
report). Few chang es have started
f rom the partners´ suggestions. Üks koostööpartnerite esindajatest ei olnud
täiesti veendunud, et Tallinna Lastekodu
2 main partners analyze themselves
töötajad on pühendunud võrreldes teiste samas
the qualit y and outcom es of the
valdkonnas tegutsevate organisatsioonide
ser vices that they support. This kind
töötajatega. Samas märkis ta siiski ära, et
of f eedback is highly appr eciated by
organisatsioon on orienteeritud pidevale
the organization.
arengule.
It came out of t he interviews with co -
operat ion partners and f unders that On üsna tavaline, et potentsiaalne
they valued the synergy f rom the koostööpartner on huvitatud otsesest
cooper ation. Just to give an example kokkupuutest lastega. See ei eetilistel põhjustel
- "Riskik äitusega laste maja" and aktsepteeritav. Ehk aitaks selgitustööle kaasa
"Noorte Oma kodu” (NOK) wer e see, kui kodulehel avaldada nimekiri, näiteks
grown out f rom the joint init iative. "Sponsorluse reeglid ja võimalused", mis
The f irst one is based on the annaks ülevaate lastekodu vajadustest ja
exper iences gained f rom Nordic võimalustest. Konkreetsete reeglite
countries and Ireland. kehtestamine ja laiem teavitamine oma
vajadustest võib panna aluse kahepoolsele
rahulolule koostööga.
32
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
33
The corresponding principles are Current ly there is within the
descr ibed in the document stakeholders sur vey no question
“Inclusion rules f or service concerning the (potent ial)
recipients”. development of the services.
Perhaps it could be added in the
The clients part icipate in the dr awing f uture.
up of individual plans and the
assessment of plans on regular Current ly Tallinna Lastekodu
basis. considers only local government s
and sponsors belonging to external
The ser vices are also developed stakeholders. The concept should be
based on the results of the revised and healthcare and
stakeholders´ sur vey, especially f rom educat ion inst itutions and police
the sur vey targeted to local should be added to the circle (which
governments. There are wr itten means they should be involved).
proof s of that (analyses, meetings
protocols, etc). Viimases koostööpartnerite uuringus
puudus küsimus teenust e
The “ser vice recipient sur vey ” (potentsiaalse) arendamise kohta.
contributed to recr uit ing additional Ehk võiks selle t ulevikus lisada .
support persons (the children
conf essed they had nobody to talk Siiani käsit les Tallinna Lastekodu
to). vaid kohalik ke omavalitsusi ja
sponsoreid koostööpartner ite hulka
kuuluvana. See tuleks üle vaadata
ja ehk ka tervishoiu- ja
haridusasutused ning politsei
koostööpartner ite r ingi lisada (m is
tähendab, et neid tuleks ka reaalselt
teenuste ar endamisse kaasata).
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
34
Str e n gt hs Im pro vem e nt & de v e lo pm ents
There exists Inclusion Rules f or The f eedback f rom the recipients
Ser vice Recipients that is also leaving the service could be also
f ollowed in pract ice. gathered orally – f or some t ypes of
people the wr itten f ormat is not the
The f eedback from the leaving most suitable way to receive honest
ser vice recipients is gathered in and prof ound f eedback.
wr itten f orm. The suggestions “to be
implemented when possible” are also The individual action plans do
gathered and analyzed. include the commitments and/ or
development goals but are missing
the deadlines and persons
The individual action plans are responsible f or.
creative and inclusive by the natur e.
Teenustelt lahkujate tagasisidet
võiks ka suuliselt koguda - teatud
tüüpi inimeste jaok s ei ole kirjalik
vorm kõige sobivam viis ausa ja
põhjaliku tagasiside andm iseks.
Individuaalsed tegevuskavad
sisaldavad kohustusi ja/ või
arengueesmärke , kuid näiteks
toodud kavades puudusid nii tähtajad
kui ka vastutavad isikud .
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
35
Empowering activities wer e
evidenced in ser vices’ deliver y
processes and also came out f rom
the inter views with staff and
cooper ation partners .
Examples of empowering activities
could be also witnessed in the f amily
meeting protocols and excerpts of e-
diar y. The examples f rom f amilies
include deciding on usage of f amily
money, dividing the pocket money
and the est ablished dependence
bet ween the pocket money and good
behavior.
One of the main cooperation partners
– SEB Heategevusf ond is regularl y
collect ing f eedback of empower ing
the children thr ough the events the
f oundation is organizing – one of the
example is that the decision to
attend the event or not to attend is
made by the whole f amily (based on
the inter view with the manager).
31 . T he s oc i a l s e r v ic e pr o v id er o p er a tes s pec if ic m ec h a n is m s f or
es t a bl is h in g a n em po w er in g e n v iro nm en t.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
36
The motivat ion wor king group ha s There is a preliminary plan to start
been est ablished. It is lead by the using the pictograms to introduce the
qualit y manager and consists of daily schedule for handicapped
represent atives of all ser vice levels. children.
It is aimed to introduce new ways to
motivate, value and empower the Organisatsioonil on plaanis hakata
people living and working in Tallinna kasutama piktogramme, et puuetega
Lastekodu. lastele nende päevakava tut vustada .
32 . T he s oc i al s er v ic e pr o v i der s e lec ts pr ogr am m es wh ic h are bas e d o n a
ne e ds as s es s m ent at th e l oc at i on wh ic h i s m os t c o n ve n i en t f o r th e p ers on
s er ve d , f am i l y a nd c a r e tak er s .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
37
Diff erent units of Tallinna Lastekodu Recently one unit was re -located
are located all around Tallinn and ar e f rom Lasnamäe to Mustamäe (as a
well accessible by public transport. Town Government decision). The
impact of that change to the target
Based on the results of customer - group and personnel should be
sur vey, the needs and wishes of measured and analyzed.
customers are t aken into account,
when improving the ser vices.
The needs of the persons ser ved are Hiljuti koliti 1 üksus Lasnamäelt
constant ly analyzed and the general Mustamäele (Tallinna Linnavalitsuse
attitude of the personnel is solution - otsuse tulemusena ) . Tuleks mõõta
oriented. ning seejärel analüüsida selle
muutuse mõju sihtrühm ale ja
Besides off ering the “substitut e personali le.
home ser vice” , also temporar y
shelter ser vices are off ered to
customers.
There has been an evaluat ion d one
on the accessibilit y to the services.
Since all f amilies have electric cars,
they can easily access also f ar
places.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
38
Tallinna Lastekodu cooperates on
regular basis with t he f unding body
and ot her stakeholders and has
ascertained the needs and
expectat ions of them ( wit hin a
customers´ sur veys ).
There is also an exist ing
administrat ive contract
(haldusleping) describing the
expectat ions of both parties.
The needs of the funder have been
presented in f ollowing document
“Social W elf are Development Agenda
of Tallinn 2016-2010 ”.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
39
The individual plans of the children Some important f ields in the
ser ved in Tallinna Lastekodu contain individual plan ver y not f illed in – the
inf ormation about the customers, dates and persons responsible f or
their condit ion , connections to their the activit ies are important to state.
relat ives, identif ied needs and
expectat ions (it was verif ied by 2
examples of client document ation
Mõned olulised väljad individuaalses
seen during the site visit ). Even thou
arengukavas ei olnud täidetud – see
the template of the individual plan
on oluline, et kuupäevad ja iga
looked ver y creative and prof ound
üksiku tegevuse eest vastut av isik
f or the eyes of the auditor, the
oleks märgitud.
manager is planning to improve it in
2016.
The activit ies f ores een in plans are
put into action and the plans ar e
regularly r eassessed.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
40
The clients’ individual needs and Evan t hou t he goals are ver y well
expectat ions are stated in the phrased and corresponding to the
individual plans and signed by 2 age of childr en, the time dimension
parties. is missing in the Individual Action
Plan. There exists a column f or
Additionally to gener al elements ( like “time” but it is in often cases empt y
the goals, etc) the individual plans or f illed wit h “continues”. Also the
involve f amily tree and a test of people responsible f or
character properties. achieving/analyzing the goals could
be named.
This was ver if ied by examples of
clients´ individual action plans K ui g i ees m ärg i d on v ä ga h äs t i
investigated. s õn as ta tu d j a v as ta v a d l as t e v an us e le ,
pu u du b in d i v id u a als es are n guk a v as aj a
m õõde . On küll o lem as v eer g
n im etus e ga " a eg " , k ui d s ee o n t i h ti k as
tü h i v õi on s i nn a m ärgi tu d " p id e v ".
T ulek s är a m ärk ida k a in im es ed , k es
ees m ärk id e s a a vu t a m is e/a n a lü üs im is e
ees t v as tu ta v a d.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
41
The main ser vice deliver y pr ocesses
are ver y well descr ibed ( also
visually) in “Ser vice descr iption of
Tallinna Last ekodu ”, which are also
available on the hom e page.
The service deliver y processes are
in line with vision, mission and
qualit y pr inciples.
It was pr oven by wr itten analy sis by
one of the cooper ation partner.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
42
The service deliver y processes are
periodically reviewed and proven b y
“Analys is of main processes 2014”
and “X f amily mapping” (to collect
inf ormation and map the current
state of welf are of one f amily). Based
on the management meeting
protocol, the results are well
analyzed and report ed. The goal of
the previously descr ibed act ivities is
to off er to the f amily relevant support
and guidance.
The individual action plans’ qualit y
has been reviewed by t he manager
and the templat e will be renewed in
2016.
38 . T he s oc i a l s er v ic e pr o v id er e ns ur es th at the pers o n s er v ed c a n ac c es s a
c on t in u um of s er v ic e s th at s p a n f rom ea rl y i n ter v e nt i o n to s u pp or t a nd
res p o n d t o c h a ng i n g r eq u ir em ents o v er t im e .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
43
The way the per sons can move f rom
one ser vice to the next one is ver y
well descr ibed graphically.
The schema shows how the persons
ser ved can access a continuum of
ser vices as needs of persons served
are evaluat ed and descr ibed in
individual plans regular ly.
The auditor evidenced examples of 2
individual plans (complemented 2
times a year) , minutes of meetings
and analysis done to improve the
ser vices based on the detected
need.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
44
The criterion was verif ied f ulf illed by
exploring the client work
document ation (among others lots of
analysis), where evidence was f ound
about continues impr ovement .
Annual act ivit y reports ar e
composed, which address the
continuum of services. Each years´
Annual Reports and customer sur ve y
results contr ibute direct ly to next
year´s Annual Plan.
There are regular analyzing and
planning meetings that are proven b y
prof ound minut es.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
45
The eff ectiveness of measuring the Current ly the “qualit y of lif e” is
qualit y of lif e is reported in individual def ined by t he personnel – it might
action plans – it shows changes in be it has diff erent meaning to the
time since complimented t wice clients. Perhaps it could be asked in
yearly. the next clients ´ sur vey.
The criter ion was ver if ied f ulf illed Praegusel kujul on "elukvaliteedi"
also by exploring the client work määratluse def ineerinud personal -
document ation (especially “Analyses samas võib olla , et klient ide jaoks on
of development documents 2014 ” ), sellel sootuks erinev tähendus. Ehk
where evidence was f ound about võiks selle kohta küsida järgmises
measuring the qualit y of lif e. teenuse saajate uuringus.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
46
The competences and skills of each Psychology skills ar e missing in the
employee are described in t he competence table – perhaps it would
individual job descr iptions. be a good idea to add it since it is
important to know the basics of
Additionally to individual level, there psycholog y when working with
are 2 more documents describing the children.
competence on organizational level –
a table descr ibing the competences Psühholoogia alased oskused
of f amily workers in general and a puuduvad kompetentside tabelis -
plan f or supporting the employees ´ ehk oleks hea mõte see sinna l isada,
qualif icat ion and development. The kuivõrd lastega töötamisel on oluline
f irst table is ver y prof ound tunda psühholoogia põhitõdesid.
(categorized based on 3 diff erent
f amily models) and inc ludes the
corresponding quotations to the
legislat ion.
Based on the appraisal inter views a
general summar y is composed.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
47
The results of activities are r eported
in General Meeting Minutes and in
annual activit y reports.
The Harju Count y Gover nment and
the Chancellor of Justice conduct
sur veillance over the work of Tallinna
Lastekodu. The corresponding
reports have been introduced to the
auditor and based on the inter vie w
with general manager the
shortcomings dete cted by the
ombudsman have been elim inated.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Tallinna Lastekodu collects and
analyzes the inf ormation regarding
results of providing ser vices (both on
individual and collective basis) –
based on t hat the “Analy sis of
development documents” is
composed.
In 2015 f irst time the hobb y- and
sports act ivities of children were
mapped. Based on the results new
support scheme and training plan f or
children might be cr eated.
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) .
48
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Tallinna Last ekodu evaluates the
results and added value of its work
during meetings with staff and also
through diff erent clients’ and
stakeholders’ sur veys.
This inf ormation is available in
individual reports and an analysis is
presented also in the ann ual act ivit y
report. It states that taking the total
of all the entit ies in all areas of
operat ions the eff iciency is over
80%, except f or the f ree time
activities, the area where the
eff iciency is 78% of rated.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
49
Tallinna Lastekodu organizes regular The results of the sur veys ar e
“service recipient survey ” to receive shared inside the organizat ion and
f eedback f r om the persons ser ved . sent to the f under. In order to have
broader impact, the summary could
Also the satisf action of other be delivered to the respondents and
stakeholders is regular ly evaluated members of the corresponding
based on the stakeholder type. stakeholder group. Perhaps even a
press release could be f ormed out of
Feedback has been analyzed
the inf ormation.
prof oundly (meet ing s, wr itten
comparison S, etc) and shared in the Uuringute tulemusi jagatakse
annual report . organisatsiooni siseselt ja
rahastajaga. Selleks, et saavutada
laiem mõju, võiks kokkuvõtte
edastada ka vastajatele ja
koostööpartner itele . Kokkuvõte
tulemusi võiks esitleda ka
pressiteatena.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
50
The records on survey outcome are Some child-f riendly ways to
communicated to stakeholders and introduce the sur vey results to
staff (proven by an e -mail sent to children could be f igured out – it is
cooper ation partners). the home of the children and the y
have t he r ight to know what are the
Sur vey summar ies and a nnual current problems in ser vice deliver y.
reports include personal perceptions
and achievements. To give more Võiks püüda leida mõne
examples of individual approach is lapsesõbraliku viisi lastele uuringu
the f act that 3 children rec eived tulemuste tut vust amiseks - Tallinna
personal study grants. Lastekodu on nende laste kodu ja
neil on õigus teada, milliseid
The achievements of clients ar e probleeme esineb teenust e
presented. osutamisel.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
51
Tallinna Lastekodu reports its Part of the vision of the organization
is f ollowing: Tallinna Lastekodu is
perf ormance to f unding body, positively perceived in society and a
stakeholders and staff . Inf ormation is continuously developing social
disseminated through e-mail welfare inst itution. To achieve t his,
more direct connections to media
newsletters (2 issues so f are) , would be helpf ul.
annual reports, staff meetings, etc.
The indicators used should be re-
phrased since currently they ar e not
indicators but specif ic goals.
Väljavõte organisatsiooni visioonist on järgmine:
Tallinna Lastekodu on ühiskonnas positiivselt
tajutav ja arenev hoolekandeasutus. Selle
saavutamisele aitaks kindlasti kaasa vahetum ja
regulaarsem meediasuhtlus.
Indikaatorid tuleks ümber sõnastada, sest
praegusel kujul ei ole need indikaatorid, vaid
konkreetsed eesmärgid.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
52
The PDCA cycle is used in the Children's f eedback and staff
annual planning procedur e. All the training s are evaluated in great
process and act ivit ies are reviewed detail. The same kind of analysis
regularly (proven by minutes of could also extend to the goals
meetings, wr itten regular review.
summaries/analysis, etc).
The results, perf ormance and
“lessons lear nt” ar e analyzed and Laste tagasisidet ja personali
descr ibed in annual activit y reports koolitusi hinnatakse väga põhjalikult.
and all this contributes dir ectly t o Samasugust analüüsi võiks kasutada
next year´s planning. ka eesmärkide regulaarsel
ülevaatusel.
Qualit y im provement projects ar e
document ed.
49 . The s oc i a l s er v ic e pr o v i der i d en t if i es p erf orm a nc e i n di c 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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
The planned improvem ent project s
are documented in annual plan. They
include goals, perf ormance
indicators and deadlines .
The persons responsible f or
achieving specif ic goal, are reminded
during the meetings to keep track of
the current state of the activit y – it
was ver if ied with the inter view wit h
qualit y manager and general
manager.
53
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
As a relatively huge organizat ion, The outcomes of successf ul
Tallinna Lastekodu needs to optim ize activities/projects should be
its costs and act ivit ies. They have promoted more widely – it might
f ound diff erent ways of being
contribute to implem ent the vision of
innovat ive. For inst ance since 20.07
Tallinna Lastekodu.
2015 Tallinna Lastekodu uses t he e-
administrat ion solution wit hin the
organizat ion. Start ing with 2016 all
sub-units of Tallinna Lastekodu are
Edukate tegevuste/projektide
going to use e-diar y to report on the
tulemustest võiks laiemalt teavitada -
childrens´ ever yday activities and
needs (other social inst itutions have see võib kaasa aidata Tallinna
f ollowed that practice and introduced Lastekodu visiooni elluviim isel .
the corresponding electronic
system).
The support persons project "Eluks
valm is" (eng. ready f or lif e) is ver y
well analyzed and documented – this
project has been prolonged f or a
long time and the qualit y is each
year improved based on the last
years´ learning outcomes.
54
4. Agreed additional development / improvements
T he a pp l ic an t d ec i d ed on th e f o l lo wi n g im pro v em ent ac t i on s an d/ or
ad d it i o na l d e v e lo pm en t f or t h e pe ri o d of t wo ye ars :
Sho rt d es c ri ptio n of the a cti on s
( in clud ing SM ART ob je ctiv es )
1 De v e lo p i ng an d im pr o v i ng t h e pr oc e d ures f or c o nd uc ti n g th e
ap pr a is a l in t er v ie ws - in ord er t o c o nt ri b ut e t o th e re g u lar
an d ef f ic i en t f u nc ti o n i ng of t he ap pr a is a l i n t er v ie ws .
2 De v e lo p i ng a tra i n in g pro gr am f or s taf f on "A war e nes s of t he
Ch i l dr e n's Ri g hts an d O b l i ga t io ns and V io l e nc e A ga i ns t
Ch i l dr e n " t o r a is e c hi l dre n ’s ´ a wa re n es s of t he is s u es .
3 De v e lo p i ng t h e c onc e pt of c h i ldr e n's i n d i vi du a l im pro v em en t
– b y im pr o vi n g t h e t e m plat e of I nd i v i du a l I m prov em en t Pl a n
( us in g f oc us gro u p f o r tes t i n g ) a nd r et h ink i ng t h e ro l es of
r es p o ns ib l e p eo p l e i n ac h i e v in g t he go a ls .
4
5
6
Du e d at e: 2 0. 1 2. 20 1 7
55
Closing remarks
Tallinn a Lastekodu was established o n 1 s t Januar y 2001 and is a budgetar y
author it y of the Tallinn City Government. In Estonian context it is a huge
social inst itution – employing 132,75 employees and having locations in 9
places all around Tallinn.
Besides off ering “substitute home ser vice” , also tempor ar y shelter ser vices
are off ered to customers. Under the audit there was only the “substitut e
home ser vice” (et. asenduskodu teenus). This service is state-f unded and
designed to provide children with basic needs like f amily living condit ions,
saf e and pro- development envir onment and to prepare t he child ren f or
adequate coping as adults.
The mission of Tallinna Lastekodu is t o create a healthy environment and
provide expert help f or children and young people without parental care,
f amilies with coping diff icult ies and children wit h disabilities.
The core values of Tallinna Lastekodu are f ollowing : caring , openness,
competence and tr ust worthiness. The audit approved the employees ar e
acting based on the values.
The preparat ions f or EQUASS Qualit y Assurance cert if icate were started in
2011. The aim of starting to implement the qualit y system was to improve the
qualit y of services in a more systemat ic way. The object ive was to get
assurance that Tallinna Lastekodu is able to deliver service s that
corresponds to Eur opean Standards. First time Tallinna Lastekodu was
awarded EQUASS Assurance certif icate in 2013. Current ly the organization
applied f or second t ime f or EQUASS qualit y award.
The organizat ion was descr ibed by cooperat ion partners as adapt able to
change and constantly improving . Most of the int er viewed c ooper ation
partners valued the partnership and its product ivit y highly. All cooperat ion
partners have had the cooperat ion already f or years and agree the qualit y of
the ser vices provided has impr oved a lot during the time.
The persons ser ved were quite satisf ied with the ser vices that they received
and f or the shortcomings indicated by diff erent surveys, quickly and
systematically solut ions wer e f ound. Tallinna Lastekodu is development -
oriented and implements holistic appr oa ch in its ser vice provision, taking
into account the needs of service users and suggestions of external
56
stakeholders and its own personnel . The persons ser ved ar e systematically
empowered with the aim to raise the ir qualit y of lif e.
The audit or exper ience d on site that the social ser vice provider Tallinna
Lastekodu perf orms in compliance with the EQUASS Assur ance criter ia. The
inter viewed representatives of cooperation partners, f inancing body,
employees and persons ser ved conf irmed this, which was ref lect ed in their
satisf action.
During the audit the organization showed many examples of good pract ice,
especially in the f ield of systemat ic approach and innovative thinking and
acting.
The staff met was very cooperat ive in f inding nec essar y evidential materials,
sharing inf ormation about f ulf illing EQUASS criteria and talking about
potent ial ser vice development . St ill one of them conf essed that EQUASS is
just external f orm and already bef ore that the ser vices off ered cont ent- wise
high qualit y.
For the per iod of following two years, some development activities wer e
agreed that are brought out in part 4 of the audit report. The improvement
areas included impr oving 2 systems - the system of the appr aisal inter views,
and children's individual improvement plans and developing a training
program f or staff.
Af ter verif ication of the indicators by r eviewing document ation, conduct ing
inter views and performing site visits, t he audit or was con vinced that the
criteria f or qualit y assurance o f the European Qualit y f or Social ser vices
were f ulf illed. The auditor was convinced that Tallinna Lastekodu is devot ed
to qualit y assurance and impr ovement in its work and delivers ser vices of
high qualit y.
Kokkuvõt e
Tallinna Lastekodu asutati Tallinna Linnavalitsuse eelar velise asutusena
01.01.2001. Eesti kontekstis on tegemist väga suure sotsiaalasutusega –
palgal on 132,75 töötajat ning asenduskoduteenust pak utakse üheksal
erineval aadr essil üle terve Tallinna.
57
Lisaks “asenduskoduteenusele” pakutakse oma klient idele ka turvakodu
teenust. Käesoleva auditi alla kuulus vaid asenduskodu teenuse
osutamisega seonduv. Tegemist on teenusega, mida r iiklikult rahast atakse
ning mille eesmär giks on lapsele t ema põhivajadust e rahuldam iseks
peresarnaste elut ingimu ste võimaldamine, turvalise ja arenguks soodsa
elukeskkonna loomine ning lapse ettevalm istam ine võimetekohaseks
toimetulekuks täiskasvanuna.
Tallinna Lastekodu missiooniks on luua eluter ve keskkond ja pakkuda
asjatundlikku abi vanemliku hoolitsuseta last el e ja noortele,
toimetulekuraskustes ning puuetega lastega peredele. Tallinna Lastekodu
lähtub oma tegevuses järgmistest põhiväärtustest : hoolivus, avatus,
kompetentsus ja usaldusväärsus. Auditi käigus sai kinnit ust f akt, et töötajad
lähtuvad oma töös nimetatud väärtustest.
Ettevalmistus i EQUASS kvaliteedisertif ikaadi taotlem iseks alustat i
2011. aastal. Kvaliteedisüsteem i ra kendamisega soovit i algust teha selleks,
et enda teenuseid senisest süstemaatilisemalt arendama hakata. Soovit i
saada kinnitust sel le kohta, et Tallinna Lastekodu on võimeline pakkuma
teenuseid, mis vastavad Eur oopa standarditele. Esmakordselt om istati
Tallinna Lastekodule EQUASS kvalit eedi sertif ikaat 2013. aastal. Käesoleva
auditi raames taotles organisatsioon kvaliteedimärki teist korda.
Koostööpartnerite sõnul on organisatsioon suunatud muutustele ning
arengutele. Enamus inter vjueer itud koostööpartner itest hindas partnerlust
ning selle tulemuslikkust kõrgelt. Kõigi koostööpartner itega on koostöö
kestnud juba pikki aastaid ning nad on üksmeelsel seisukohal, et asutus e
poolt pakutavate teenuste kvaliteet on aja jooksul jõudsalt paranenud.
Teenuse saajad on üsna rahulolevad saadud teenustega ning
puudujääkidele, m is on er inevate uuringute käigus välja joonistunud,
püütakse kiiresti n ing süsteemselt lahendusi leida. Tallinna Lastekodu on
arengule orienteer itud ja rakendab teenuste osutam isel ter viklikku
lähenem ist, ar vest ades seejuur es t eenuse saajate vajadusi, väliste
huvirühmade ning omaenda personali soovitusi. Teenuse saajaid jõus tatakse
süsteemselt eesmär giga nende eluk valit eeti tõsta.
58
Audiitor koges kohapeal, et sotsiaalteenuste pakkuja Tallinna Lastekodu
vastab EQUASS Assurance kriteer iumitele. Intervjueer itud
koostööpartner ite, rahastajate, tööt ajate ning teenusesaajate esi ndajad
kinnitasid seda, mis väljendub ka nende rahulolus.
Auditi käigus oli or ganisatsiooni töös võimalik tuvast ada m itmeid edukaid
näiteid, erit i puudutab see süst eem set lähenemist ning innovaat ilist
mõtlemist ja tegutsemist.
Tallinna Lastekodu persona l oli väga vastutulelik tõendusmat erjalide
leidmisel, jagades inf ot EQUASS kriteerium itele vasta vuse kohta ning
arutledes võimalike teenuste arendustegevuste üle. Samas üks
inter vjueerit ud töötaja tunnistas, et EQ UASSi näol on tegemist vaid v älise
vorm iga ning juba enne kvaliteedimärg i saamist pakuti sisu poolest kõrge
kvaliteediga teenuseid.
Järgmiseks kaheks aastaks lepit i kokku mitmes arendust egevuses – need on
välja toodud käesoleva raport i 4.osas. Arendatavad tegevused puudut avad
kahte süsteem i arend ust – ar enguvest luste süsteem ning laste
individuaalsete t egevuskavade täiendam ine ning ellurakendamine ja lisaks
töötajate koolituspr ogrammi arendamist.
Erinevate indikaatorite analüüsimise tulemusena ( läbi dokumentidega
tutvum ise, inter vjueerimise ning paikvaatluste) veendus audiitor selles, et
asutus vastab EQUASS kvaliteedi kriteer iumit ele. Aud iitor saab kinnitada, et
Tallinna Lastekodu on pühendunud kvaliteedi tagamisele ja oma töö
parendamisele ning pakub kõrge kvaliteediga teenuseid.
Tallinn, 23. 12.2015
Marge Sassi
EQUASSi audiitor / EQUASS auditor
59
Maarika Aro
Saatja: Guus van Beek <
[email protected]>
Saatmisaeg: 10. jaanuar 2016. a. 16:34
Adressaat: Maarika Aro
Koopia: Marie Dubost; Madeleine Clarke;
[email protected]
Teema: Tallinna Lastekodu (Reference number: EE2015-027).
Tähtsus: Kõrge
Dear Keiu and Maarkia,
I h a ve r e vi e w e d t h e a u d i t r e p o r t f r o m Tallinna Lastekodu (Reference number: EE2015-027). a n d I c o n c l u d e
t h a t t h e s e r vi c e s (w i t h i n t h e s c o p e o f t h e a p p l i c a ti o n ) o f t h i s o r g a n i z a t i o n m e e t a l l t h e E Q U AS S
a s s u r a n c e c r i t e r i a . B a s e d o n t h e delegated power, which is described in the EQU ASS internal
procedures and approved by the I nternational EQU ASS Awarding Commi ttee, th e s e r vi c e s (w i t h i n t h e
s c o p e o f t h e a p p l i c a t i o n ) o f Tallinna Lastekodu (Reference number: EE2015-027) w i l l b e c e r t i f i e d w i t h
E Q U AS S As s u r a n c e i n S o c i a l S e r vi c e s .
Ac c o r d i n g t h e a g r e e d c o m m u n i c a t i o n p r o c e d u r e , I k i n d l y a s k y o u t o d i s s e mi n a t e t h e d e c i s i o n t o
c e r t i f y t h e s e r vi c e s (w i t h i n t h e s c o p e o f t h e a p p l i c a t i o n ) o f T a l l i n n a L a s t e k o d u (R e f e r e n c e
n u mb e r : E E 2 0 1 5 - 0 2 7 ) w i t h E Q U AS S As s u r a n c e i n S o c i a l S e r vi c e s .
M a r i e D u b o s t w i l l s e n d t h e c e r t i f i c a t e (a n d g u i d e l i n e s f o r u s i n g t h e E Q U AS S As s u r a n c e l o g o )
d i r e c t l y t o E Q U AS S E e s t t i i .
Note; I appreciatie the detailed observation reported in the audit report. The feedback in the audit report is detailed,
comprehensive and practical for making additional improvements.This is expressed in elaborated feedback
on performance on the EQUASS criteria.
Kind regards,
Guus van Beek
European Quality in Social Services (EQUASS)
c/o EPR, Avenue des Arts 8, c/o CCI, B-1210 Brussels
Belgium
Phone: +31653770121
Email:
[email protected] / website: www.equass.be
Van: Maarika Aro <
[email protected]>
Datum: maandag 4 januari 2016 11:55
Aan: Guus van Beek <
[email protected]>, Marie Dubost <
[email protected]>
1
CC: Keiu Talve <
[email protected]>
Onderwerp: Koeru Hooldekeskus audit report
Dear Marie, Dear Guus,
Attached you’ll find an audit report and other documents of Tallinna Lastekodu EE2015-027.
Please let Keiu to know in case there are some comments about the report.
Best,
Maarika
2