EQUASS ASSURANCE
ASUTUSE KÜLASTUSE
ETTEVALMISTAMISE VORM
Asutuse külastus: 07.-08.12.2015
Siimusti lastekodu Metsatareke
Reelika Väljaru
© 2012 by European Quality for Social Services (EQUASS)
Kõik õigused kaitstud. Antud dokumendi elemente ei tohi paljundada, kopeerida ega muul elektroonilisel moel
salvestada ilma EQUASS kirjaliku loata.
Asutuse külastuse ettevalmistamise küsimused
EQ U AS S As s ur a nc e t ao t lus v or m i le j a a nt ud l is ai nf orm ats i oo n i l e p õh i n ed es pa l um e
te i l e tt e va lm is t us ek s v as t at a j är g ne v at e l e s e l gi t us t n õ ud v at e l e k üs i m us tel e :
Üldised teemad (max. 10 küsimust)
1. K ui d as m õõ d et ak s e te e nus e s a aj a te g a s eo n du v a t t u l em us l ik k us t ja s e at u d
ees m ärk id e s a a v ut am is t?
2. K ui d as o n ta g at u d j a k ontr o l l it u d , e t te e n us t e p ak k um is e k äig u s on t ee n us e
s aaj at e õ i gus e d k a its t ud ?
3. K ui d as j a k u i s a g el i k on tr ol l i tak s e t e en us e s aaj at e ga ots es e lt te g e le v a p ers o na l i
os k us t e, k om pet en ts id e , t e adm is t e v as ta v us t as ut us es k e ht es t at u d nõ u et e le ?
4. M il l is e l m äär a l j a k u i d as o n te e nus e k uj un d a m is s e k aas at u d h u vi gr up i d ?
5. M il l is t lis a v ä är t us t o n as u t us a n d nu d üh is k on n a le ? K as t e gu ts et ak s e t ea d l ik ul t
s e ll e n im el , e t s ed a l is a vä är tus t l u ua ?
6. K as j a m il l is e id u ue n d us i/ par e n dus i on s is s e v i id u d t u le n e va l t k li e nd ik a eb us t e j a
k lie n d it ag as is i des üs t e em i r ak en dam is es t ?
7. K as , k el l e l e j a m il l i s es vor m is es i ta t ak s e/ tu t v us t at ak s e a as t a s te t u l em us te
aru a n ne t?
8.
9.
10 .
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1. Kvaliteedi põhimõtetele ja EQ U ASS Assurance kriteeriumitele
vastavuse küsimused / teemad:
Te en us e s a aj a d
Kv al i te e d i ju ht
J uh t/ dir ek tor
Huv i gr up i d
P er s o n a l
Juht im in e 1. Nim et a ge as ut us e v is i oo n , m is s i oo n j a
X X X
v äär t us e d, k u id as n ee d tek k is i d?
2. M il l i n e o n as ut us e k v a li t ee d is t a nd ar d,
k uid as s ee l o o di j a k a s /k ui das s e d a o n X X X
tu t vus t at ud ?
3. M il l is e d o n as ut us e po o lt p ak ut a v ad
te e nus e d? K as T e i l o n v õim a lus a n da
X
ne n de k oh ta t a gas is i de t j a k as o l et e
s ed a võ im al us t k as u t a nu d ?
4. K ui d as t o im ub as u t us e a as t a pl a an i
X X X X
k oos t am in e j a uu e nd a m ine ?
5. K ui d as as u tus t u va s ta b üh is k on n a
v aj a d us i ja m il l i s t l is a v äär t us t X X X X
üh is k o nn a le on pak ut u d?
P er so na l 1. K as /k un a on as ut us m õõ t nu d
X X X
tö öt i n gim us i?
2. M il l is e d on nõ u de d Teie
k om pet e nts i de l e, k us t T e ne e d le i at e , X X X
k as n ei d o n u ue n d at ud ?
3. K as /k u id as /m i l l is e reg u la ars us e g a
v i iak s e l ä b i k l ie n d ig a o ts es e lt k ok k u
X X X
pu u tu v a p ers o na l i h i nd am is t , m il l is e d
on s el l e t ul em us e d ?
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4. K as /k u id as T e i d k aas at ak s e t e en us t e
X X X
k uj un dam is s e?
5. K ui d as Teid t un n us t at ak s e / o n
X X X
tu n nus ta t ud ?
Õ igu se d 1. K as j a k u id as o n T e i d i nf orm eer i tu d
te e nus e s a aj a te õ i gus tes t ja
X X
k ohus tus tes t ? M il l is e d n ee d o n j a k us t
T e n ee d vaj a dus e l l e ia te ?
2. K as t e en us e s aaj a d t e a va d om a
õ ig us ei d j a k oh us t us i ? Ku i das n e id o n X X X X
ne n des t t ea v i ta tu d ?
3. K ui d as /k u na h i n da t e om a t e ge v us t
te e nus e s aaj at e e nes em äär am is õ ig us e X X X
os as ?
4. K ui d as i nf orm eer i te te e nus e s a aj a i d
ne n de võ im al us tes t l e id a e es tk os tj at
või t u gi is ik ut ? K as /k u id as X X X X
k ontr ol l i tak s e , et võ im al us i on
m õis te t ud ?
5.
E et i k a 1. K as /k u id as on T e id
i nf or m eer it u d/k o ol i ta t u d e et ik a
ees k ir j a ja t ee n us e os ut am is e
X X X
k äit um is p õh im õt et e v a l dk on nas ?
M il l is e d on pe am is e d
k äit um is p õh im õt te d ?
2. K as / k ui d as h i nn a tak s e, et m eet o d id ,
m ida r ak en d at ak s e t ee n us e s a aj at e
f üüs i lis e , v a im s e ja m aj an d us l ik u X X X
är ak as ut am is e e n ne t am is e l, on
ef ek ti i vs ed ?
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3. K ui d as on t ag a tu d te e nus e s a aj a t e
k onf id e nts i aa ls us j a k ui s a g el i s e l le X X X
põ h im õtt e i d ü le va a da t ak s e?
4. K as T e id on k aas at u d
k onf id e nts i aa ls us e p rots e du ur i de ja
X
ees k ir j a ü le v a at us es s e? Ku i s a g e li
s ed a ü l e v a ad at ak s e ?
5. M il l i n e o n T ei e ro l l j a v as t ut us as u tus e
k onf id e nts i aa ls us e ja ee t ik a X
v a ldk o nn as ?
Koo st öö suh t ed 1. K as /k e ll e g a/k u id as te hak s e te e nus t e
pak k um is el , k uj un d am is e l,
par e n dam is e l k oos t ö ö d? Kas as ut us X X X
on k üs in u d inf o t hu v i gr up p id e
v aj a d us t e k o ht a?
2. K as ja k ui das on as ut us t e in u d X
T eie g a t ee n us t e pak k um is e l,
k uj un dam is el , par e nd am is e l
k oos t öö d ? K as as u t us on k üs i n ud
i nf ot T ei e vaj a dus te k oh t a?
3. K as ja k un a on as ut us h i nn a nu d X
k oos t öös u ht e id T e ie g a ?
4. M il l is e reg u l aars us eg a X X
k oos t öös u ht e id h i nn a tak s e, m i l l is e d
on s el l e h i nd am is e t u l em us ed ?
5.
O s al em in e 1. K ui d as os a le v a d te en us e s a aj a d X X X
te e nus te p l a ne e rim is e l ja
an a l üüs im is e l ?
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2. K as T ei d on k aas at u d t ee n us t e X
pak k um is s e j a k as T ei e e tt ep a n ek ute
a lus e l o n te ht u d k a m u ud a tus i ?
3. K ui d as te e nus e s aaj a d t e a va d , X X X
k uid as /k e l le l e oma arv am us t ja
et te p an ek u id es i ta d a ?
4. K as t e at e k u i das /k el l el e om a X
ar vam us t j a e tt e pa n e k uid es it ad a j a
m ill i n e on n en d e
m enet l us pro ts e d u ur?
5. K as /k u id as a it ab as u t us k aas a X X X
te e nus e s a aj at e j õ us tam is e l e ? K as
per s o n al i on s e l lek s s pe ts ia a ls e l t
k ool i ta tu d ? M i l lis e i d t u lem us i on
j õus tam is e l s aa v u ta tu d?
Is ik uk e sk su s 1. K as as u t us on v ä lj a s el g it a n ud X X X
o lem as o l e v at e t e e nus e s a aj a te
tu l e vas e d vaj a dus e d ja
po t en ts ia a ls e t e t e e nus e s a aj a te
v aj a d us e d ? K es on T ei e
po t en ts ia a ls e d t ee n us es a aj ad ?
2. K as T e ie ar va t es pak ut ak s e t e en us t X X X X
v as t a v al t te e nus e s a aj at e v aj a d us t e le
j a n e i le k õ i ge s o b i va m as as uk oh as ?
M il l e l e T e ie ar vam us t ug i n eb ?
3. K as o le te r ah u l te e n us e p ak k um is e X
as uk o ha g a?
4. K as T e il t on k üs i tu d T e ie v aj ad us i j a X
k as n ee d o n tä i d et u d?
5. K as /k e ll e g a k oos k õ l as t at ak s e X X X X
i nd i v i du a a ln e t e ge v us k ava ? T e en us e
s aaj a le : k as o l et e
nä i n ud /k oos k õ las t an u d om a
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i nd i v i du a a ls e t e ge v us k a va ?
Lai ah a ar de li su s 1. Nim et a ge om a p ea m is ed t ee n us t e X X
os u t am is e ga s eo t ud pro ts es s i d ?
K as /k u id as n e id on ü l e v aa d at u d j a
h in n at ud ?
2. K ui d as o n as ut us es t ag a tu d t ee n us e X X
k atk em atu os ut am ine ? Ku i d as
tõ l ge n da t e te e nus t e
m ult id is ts ip l i na ars us t j a k uid as s e e
on T e ie as u tus es t ag a tu d ?
3. K ui d as /k e l le p o o lt on m äär at l et u d X X X
te e nus e s a aj at e e l uk v a li t ee t? K u id as
h in d at e, et e luk v a l it ee d i e es m ärg i d
on t ä i de tu d ?
4. K as ja kui s ag e l i a na l üüs i tak s e X X X
per s o n al i os k us e i d te e nus e s aaj a
e luk v a l it ee d i p ar an d a m is el ?
5.
T ulemu st el e 1. M il l is e re g u la ars us e ga ja m il l is es X X
ori en t e e rit u s v or m is m õõd at e rah u l o lu om a
te e nus te g a j a püs t it at ud e es m ärk id e
s aa v u tam is t ?
2. K as hu v i gr up p i de l e on as u t us e X X X
te g e vus e tu le m us ed
k om m unik e er it u d?
3. K ui d as m õõd at e in d i v i du a als e p l a an i X X X
tu l em us l ik k us t?
4. K ui d as on m õõd e tu d Teie X
i nd i v i du a a ls e p l a an i t u l em us l ik k us t?
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5.
Pi dev a r eng 1. K ir j e l d ag e lü h i da l t, k uid as on X X
as u t us es t a ga tu d PDC A ts ük l i
to im i vus .
2. Nim et a ge m õ ni o lu l is em X X X
par e n dus pr oj ek t, m is on v i im as e
pa ar i a as t a j o ok s ul e l l u v i i du d.
3. T oog e m õn ed nä it e d as ut us e X X
i nn o v aa t il is tes t t öö m eeto d it es t ja
i nn o v ats i oo n i proj ek ti d es t .
4.
5.
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6. 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. A as t aa r u a nd e d
2. S i im us ti las t ek od u M et s at ar ek e k va l i te e d i k ä s ir aam at
3. S i im us ti l as t ek o du M ets at ar ek e t ee n us e s aaj a j a os tj a r a hu l o l u a n a lü üs
20 1 4. a
4. T een us e s a aj at e põ h i õ i gus e d, k o hus tus e d j a k as ut eg ur i d Si im us t i l as t ek od us
Me ts at ar ek e
5. S i im us ti las t ek od u M et s at ar ek e a re n guk a v a 2 01 1- 2 01 5 j a a as t a pl a a n 2 01 5
6. T ööt aj a te l e t u nn us tus e a v a ld am is e k or d j a pers o n al i os k us t e j a k om pet e nts i
h in d am is e k or d
7. T ööt aj a te r ah u l ol u j a m oti va ts io o n i u uri n g
8. Las t ek od u M ets at ar ek e e et ik ak oo dek s
9. S i im us ti l as t ek od u M ets at ar ek e k oos t öös u ht e d a as t at e l 2 00 7- 2 01 2 , 2 01 3 -
20 1 5
10 . J uh t um ip la a n j a is ik l ik r e h ab i l it a ts i o on i p la a n (m õn i nä i d e)
11 . E es k ir i t e en us e s a aj at e f üüs i l is e, va im s e j a m aj an d us lik u är a k as ut am is e
en n et am is ek s j a h i n na ng en n et us t e ge v us e le
12 . K ae b us t e es it am is e j a m enet l em is e k ord
13 . Ig ak uis e d k ok k uvõ t t e d e es tk os tj a te l e, p er et ö ö k ok k uvõ tt e d
14 . Ar en g u ves t lus t e j a p er s on a l i os k us t e j a k om pe t en ts i h in d am is e k o k k uvõ tt e d
15 . Ül dk oos o l ek ut e j a ho o l ek og u k o os o l ek ut e j a l as t e k o os o l ek ut e pr ot o k oll i d
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7. 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. Dir ek tor 1h 15 m in
2.
3.
4.
5.
6.
Personal Kestvus
1. 2 v a nem k as va t aj a t, k as v at aj a 45 m in
2. No or em k as v at aj a , a b ik as va t aj a 45 m in
3. P ere v a nem , p er e tä d i 45 m in
4.
5.
6.
Teenuse saajad Kestvus
1.T e en us e s a aj a d ( 2- 3 i n im es t ) 45 m in
2.T e en us e s a aj a d ( 2- 3 i n im es t ) 45 m in
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3.
4.
5.
6.
Teised huvigrupid Kestvus
1. P art n er/ hu v i gr up p /r a h as t aj a (ca 3 45 m in
i nim es t , sh v ä hem a lt 1 p ar tn er ja
rah as taj a)
2.
3.
4.
5.
6.
8. Asutuse kül astuse ajakava formaat
As ut us e k ül as tus pe ak s o l em a k orra l da t ud v as t a v al t j är gn e v at e le j uh is te l e:
a. As ut us e k ül as tus pe ak s o l em a k av a nd a tu d k ah e l e tö ö pä e v a le ( = 1 6 tu n d i)
b. Dok um en ta ts io o ni g a t ut v um in e p e ak s olem a p l an e er it ud es im es e 3 h s is s e
k ülas tus e es im es e l p ä e va l .
c . P äe v ak a vas pe ak s ol em a s ag ed as ed pa us i d (1 5 – 3 0 m inu t it) , et a u d ii t or
s aak s in d ik aa to r i t e tõ e nd e i d ü le va a d at a j a k orr as t ad a .
d. In ter vj u ud j uh tk on n a, per s o na l i j a t e is te g a ( vä l is ed hu v i gr up i d/ par tn er i d)
pe ak s k es tm a m ax 30 - 5 0 m in ü h e in ter vj uu k oh t a . I n ter vj u u d t ee n us e
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s aaj at e ga pe ak s id ol em a k orra l da t u d gr u p ii n ter vj u ud e na ( m ax 5- i n im es t
k orr ag a)
e. J uh i g a/ d ir ek tor ig a i n ter vj uu p e ak s ol em a p la n ee ri t ud as ut us e k ülas t us e
te is e le p ä e va l e ( s o o v it a va l t p ea l e lõ u na l) .
f. Lõ p l ik as ut us e k ül as t us e pr ogr am m peak s o lem a t ao t lej a j a au d i it or i va h e l
k ok k u le p it u d j a s a ad e tu d EQ U A S S k o ha l ik ul e es in d aj a l e .
Asutuse külastuse ajakava
07 . 12 .2 0 15 P äev 1
Ae g T egev us ( l üh ik e k irj e l dus )
09 : 30- 0 9: 4 0 A v ak oos o lek
09 : 40- 1 3: 0 0 T utv um in e d ok um ent i d eg a
13 : 00- 1 3: 4 5 Lõ u na
13 : 45- 1 4: 3 0 K oh tum i ne : p er s on a l ( 2 v a nem k as va t aj a t, k as v at aj a )
14 : 30- 1 4: 4 5 P aus
14 : 45- 1 5: 3 0 K oh tum i ne : t ee n us e s aaj a d ( 2- 3 i n)
15 : 30- 1 6: 0 0 P aus
16 : 00- 1 6: 4 5 K oh tum i ne : p er s on a l ( no or em k as vat aj a, a b ik as va t aj a)
16 : 45- 1 7: 1 5 Dok um en ta ts io o ni ül e v aa t us
08 . 12 .2 0 15 P äev 2
Ae g T egev us ( l üh ik e k irj e l dus )
09 : 15- 1 0: 1 5 T utv um in e d ok um ent i d eg a
10 : 15- 1 1: 0 0 K oh tum i ne : r a h as t aj a , par t ner , h u v igr u pp (c a 3 in)
11 : 00- 1 1: 1 5 P aus
11 : 15- 1 2: 0 0 K oh tum i ne : p er s on a l ( per e v a nem , per e tä d i )
12 : 00- 1 2: 1 5 P aus
12 : 15- 1 3: 0 0 Lõ u na
13 : 00- 1 3: 4 5 K oh tum i ne : t ee n us e s aaj a d ( 2 - 3 i n)
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13 : 45- 1 4: 0 0 P aus
14 : 00- 1 5: 1 5 K oh tum i ne : d ir ek tor
15 : 15- 1 5: 4 5 P aus
1 5: 4 5- 1 6 :1 5 Lõ p uk oos o lek
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Maarika Aro
Saatja: Maarika Aro
Saatmisaeg: 18. detsember 2015. a. 9:50
Adressaat: 'Guus van Beek'
Koopia: Marie Dubost
Teema: Siimusti lastekodu Metsatareke
Manused: Additional Information Form.doc; EQ-ASS_AUD_Audit Report_Siimusti.docx;
EQUASS_taotlusvorm_2015_Metsatareke.xlsb; Asutuse auditi külastuse
ettevalmistuse vorm_Siimusti Lastekodu.docx
Dear Marie, Dear Guus,
Attached you’ll find an audit report and other documents of Siimusti lastekodu Metsatareke EE2015-021.
Please let Keiu to know in case there are some comments about the report.
Best,
Maarika Aro
Sotsiaalteenuste kvaliteedi keskus
Arendusspetsialist
Astangu Kutserehabilitatsiooni Keskus
tel +372 687 7223
mob +372 521 3563
[email protected]
Astangu 27 Tallinn 13519
www.equass.ee
www.astangu.ee
1
EQUASS ASSURANCE
AUDIT REPORT
Site visit: 07. -08.12.2015
Siimust i Orphanage Metsatar eke
Reelika Väljar u
© 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
Si im ust i la st e kodu M ets at a re k e ( S ii mu sti
se rv i c e p rov id er
O rph an ag e M et sat a r e ke)
Ad d re s s:
M et sa st r 1 , Si im ust i, Cou nt y of J õg ev a , 4 84 4 4,
E st on ia
Po st bo x:
P er so n re sp on sib le Imb i Iv a sk , Di r ec to r
(C EO ) :
Cont ac t p e rs on: Imb i Iv a sk , Di r ec to r
Pho ne: 77 3 92 9 9
Fa x:
E- m a il: imb i@ met s at ar e ke . ed u.e e
W eb s ite: w w w .met s ata r ek e .e d u.e e
Na me of Au dit o r: Re el i ka Vä lj a ru
Dat e s of aud it : 07 .- 08 .1 2 .2 0 15
Cli en ts: Num ber of p ers on s er v ed : 2 1
As of ( d at e): 0 1 .1 2. 2 0 15
St aff: Num ber of Fu l l t im e s t af f : 1 4
Num ber of P ar t t im e s t af f :
Num ber of C on tr ac t e d s taf f :
Num ber of vo l un t eers (if ap p l ic a b l e) :
S erv ic e s: Sub st itut ion hom e s e rv i ce
2
2. Audit program
07 . 12 .2 0 15 Da y 1
T ime Ac t iv it y
09 : 30- 0 9: 4 0 O p en i ng m ee ti n g
09 : 40- 1 3: 0 0 Re v i e wi ng doc um en ts
13 : 00- 1 3: 4 5 Lu nc h
13 : 45- 1 4: 3 0 In ter v i e w wi t h pers o n n e l ( 2 s e n ior t e ac h ers , te ac her)
14 : 30- 1 4: 4 5 P aus e
14 : 45- 1 5: 3 0 In ter v i e w wi t h pers o ns s er v e d ( 2 p ers ons )
15 : 30- 1 6: 0 0 P aus e
16 : 00- 1 6: 4 5 In ter v i e w wi t h pers o n n e l (j un i or t eac h er, as s i s ta nt t e ac h er)
16 : 45- 1 7: 1 5 Re v i e wi ng doc um en ts
08 . 12 .2 0 15 Da y 2
T ime Ac t iv it y
09 : 15- 1 0: 1 5 Re v i e wi ng doc um en ts
10 : 15- 1 1: 0 0 In ter v i e w wi t h s t ak e ho l ders (s c ho o l, p ro b at i o n of f ic er , c o un t y
adm i n is tr at i on ( f u n der ) )
11 : 00- 1 1: 1 5 P aus e
11 : 15- 1 2: 0 0 In ter v i e w wi t h pers o n n e l ( he a d of a h ous e ho l d, as s is ta n t
te ac her )
12 : 00- 1 2: 1 5 P aus e
12 : 15- 1 3: 0 0 Lu nc h
13 : 00- 1 3: 4 5 In ter v i e w wi t h s t ak e ho l ders ( 2 l oc a l g o v ernm en ts , c hi l d
pr o t ec t i on of f ic ers )
13 : 45- 1 4: 0 0 P aus e
14 : 00- 1 5: 1 5 In ter v i e w wi t h d irec to r
15 : 15- 1 5: 4 5 P aus e
1 5: 4 5- 1 6 :1 5 Co nc lu d i ng m eet i n g
3
4
3. Detailed feedback on performance
1. T h e s oc i al s er v ic e pr o v i d er d ef i n es , doc um ents an d im pl em en ts i ts v is i on a nd
m is s io n v a l ues o n s er v ic e pr o v is i o n.
Rem ark f rom th e au d it or :
T he s er v ic es of t h e s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he 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
T he s oc i a l s er vic e pr o v i der h as def in e d,
doc um en te d a nd im pl em ents i ts v is i on ,
m is s io n and c o r p or at e va l u es . All
em pl o ye es wer e par t ic ip a ti n g in
f orm ula t in g th e pr i nc i p les . T h e s er v ic e
pro v i d er ha s als o r ec en t l y r e v ie we d t he
pr inc i p les wi t h em pl o ye es an d
r eas s es s e d t he m e an i n g to e v er y
em pl o ye e . All em p lo ye es i nt er v ie we d
wer e f ul l y a wa r e of t he pr i nc i p les a n d
th e ir m ea n i ng in e v er y - da y wo r k .
2. T he s oc i a l s er v ic e pr o v i der def in es , do c um ents , a nd im pl em en ts i ts q ua l i t y
po l ic y b y d et er m i ni n g l o ng t er m q ua l it y g o a ls , a n d its c om m itm ent t o c o nt i nu o us
im pro v em 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 ders m eet th is c r it er ia 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
5
T he s oc i a l s er vic e pr o v i der h as def in e d,
doc um en te d , a n d im pl em ents t he q u al i t y
po l ic y. Po l ic y is des c r i be d i n Q ua l it y
Ha n db o ok an d c o ns is ts a ls o l o ng term
qu a l it y g oa ls a nd c om m itm ent to
c on t in u ous im pr o v em ent .
3. Pe rs o ns s er v e d, f a m il y m em bers a nd s e rv ic e us er or g an is at i o ns ar e a b le to
g i ve f e ed b ac k on t h ei r in d i v id u a l a nd c o l le c ti v e ex p er ie nc e of pr ogr am m es and
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 ders m eet th is c r it er ia 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
P ers o ns s er v ed a nd s tak e ho l de r s ar e St ak eh o l ders ’ f e e db ac k c ou ld be
ab l e to g i ve f e e d bac k on t h ei r c o ll ec te d m ore s ys tem at ic a l l y, and
ex p er i enc e of pr ogr am m es and s ta te d c le ar l y i n t h e A nn u a l P l an an d /or
s er v ic es . C onc er n in g per s o ns s er v ed A nn u a l R e por t ho w th e ir f e ed b ac k was
th e s er v ic e pr o v id e r h as a tr a ns p ar en t tak e n i nt o ac c o u nt by t he s er v ic e
f ee db ac k s ys tem : o nc e a ye a r th e pro v i d er .
f ee db ac k is c ol l ec t e d thr o ug h
Fe ed b ac k qu es ti o nn a i re s ho u l d be s e n t
qu es ti o nn a ir e, m ea n wh i le c u rre n t
to all s t ak eh o ld ers wi t h wh om the
f ee db ac k v er b a l l y, a ls o it is pos s i b le t o
pers o ns s er v ed t o us e f or f e e db ac k a n d s er v ic e pro v i d er c on n ec t s d ur i ng
s er v ic e d e li v er y. Par tn ers s ho u l d b e
pro p os als a s p ec i a l b ox . S tak e ho l d ers
m uc h m ore in v o l ve d in the s er v ic e
c an gi v e f e ed b ac k thr ou g h h om ep ag e
an d th e s er v ic e pr o v i der a ls o c ol l ec ts des i g n.
f ee db ac k f r om s tak eh o l der s t hr ou g h
T agas is i de k o gum i ne hu v i p oo l te l t võ ik s
qu es ti o nn a ir e .
o ll a s üs t eem s em j a aas t ap l aa n is võ i
aas t a k ok k uvõt t es v õ ik s s e lg e lt vä lj a
tu l l a, k u i das s a a d ud t a gas is i de g a
ar ves t at i.
T agas is i de - k üs im us t ik tu l ek s s a at a
k õik id e le ( v õi v äh em a lt ro hk em ate l e)
os a p oo l te l e , k el l e ga t ee n us e os u tam is e
k äig us k ok k u pu ut u t ak s e. P art n ere i d
tu l ek s ol u l is e l t r ohk em k aas at a
te e nus te k uj u nd am is s e.
4. The s oc i al s er v ic e pr o v id er i nf orm s a ll s tak e ho l d ers a b o ut the 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 ders m eet th is c r it er ia 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
7
T he s oc ia l s er v ic e pr o v i der inf orm s T he h om epa g e should c o nt a in m uc h
s tak e ho l de r s ab o ut t he of f er e d m ore i nf orm at io n ab o u t t he or ga n i za t io n
pro gr am m es and s er v ic es a v a i la b l e an d its s e r vic es – e. g . s er v ic e pr oc es s ,
thr o ug h h om ep ag e . s er v ic e d e ve l o pm ent , f ort hc om in g
im por ta nt e ve nts etc .
K od u l eh e le tu l ek s pa nn a ol u l is el t
rohk em inf orm ats i oo n i as u t us e ja
te e nus te k oh ta – nt t ee n us e pro t s es s i ,
te e nus te are n da m is e , o lu l is te
ees o l e va te s ü ndm us te /ür i tus t e k oht a
j ne .
5. T he s oc i a l s er v ic e p r o v id er m ana g em ent e s ta b l is h es a n d doc um en ts a n a nn u a l
p la n ni n g a nd r e vi e w pr oc es 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 ders m eet th is c r it er ia 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
T he s oc ia l s er v ic e pr o v i der has T he pr oc es s of f ram ing t he A nn u a l
doc um en te d an a n n ua l p l a nn i n g an d Re p ort (r e v i e w of A n nu a l P la n) s h ou l d
re v ie w proc es s i n Q u a li t y Ha n db o ok . A t be d es c r ib e d i n m ore de t ai l an d pro v e d
th e en d of e ver y ye a r d ir ec t or c om pi l es be tt er t hr ou g h d oc um en t t ha t i t work s
th e pr oj ec t of nex t year A nn u al P la n . a ls o i n pr ac tic e ac c or d in g t o des c r i b ed
T he p roj ec t is d is c us s ed wi t h em pl o ye es pr inc i p les .
wh o can s ubm it t he ir s ug g es t i o ns .
A as t a k ok k uvõ tt e k oo s ta m is e pr ots es s i
A nn u a l P la n is s ig n e d b y d ir ec t or .
tu l ek s det a i ls em alt k irj el d ad a ja
dok um en d i k a ud u p ar em in i tõ es ta d a, e t
s ee t o im ib ka t e g el ik k us es v as ta v a lt
k irj el d at u d põ h im õt et e l e .
8
6. T he p l a n i nc lu d es :
an n ua l o u tc om es / tar ge ts
th e ac ti v i t ies t o b e u n der t ak en i n ac h ie v i n g th e a nn u a l tar g ets
m onit or i ng of th e p er f or m anc e of th e org a n is at i on i n m eet in g its an n ua l
tar g ets
tim e- s c al es a n d pr oc e dur es f or r e v i e w a n d r e v is i o n.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia 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
T he A nn u a l P l an inc l u des : T he t arg e ts of t he A n nu a l P la n c o u l d b e
- an n ua l o u tc om es / tar ge ts ; m ore c l e ar l y l i nk ed wi t h ac t i ons
- th e ac t i vi t ies to be un der t ak en in un d ert ak en t o ac h i e ve th e t ar g ets . A ls o ,
ac h i e v in g t he an n ua l t ar g e ts ; th e r e vi e w of im p lem en t at i on of A nn u a l
- m onit or i ng of th e p er f or m anc e of P la n ac t i ons ( dur i n g t he ye a r) s h ou l d b e
th e or g a n is a t io n in m eeti n g its do n e o n r e gu l ar b as i s (irr eg u l ar a t t h e
an n ua l t ar ge ts ; m om ent) a n d th es e r e v ie ws s h ou l d b e
- tim e- s c al es a nd pr oc ed ur es f or doc um en te d (e .g . i n A nn u a l P l an its e lf ) .
re v ie w a nd r e vis i o n.
T he s er v ic e pr o v i d er h as a v er y A as t ap l a an is võ ik s e e s m ärgi d s e lg em al t
s i du d a t e ge v us te g a. L is ak s p e ak s
de t ai l e d A n nu a l Pl a n ( ac t i vi t ies ar e
aas t ap l aa n i t e ge v us t e t ä itm is e
pres e nt e d i n m on th l y bas is ) .
ü le v a at us t o im um a re gu l aa rs em al t
(he tk el e baj ärj ep i d e v ) ja seda t u lek s
dok um en ta a ls el t k a t õ en d ad a .
7. T he s oc ia l s er vic e pr o v i d er d em ons tr a tes org an is a ti o n ’s s uc c e s s in s at is f yi n g
th e n ee ds a n d ex p ec ta ti o ns of t h e s oc ie 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 ders m eet th is c r it er ia 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 .
9
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s er v ic e pr o v i der dem ons tr at es t h e T he s p ec if ic ac t io n s to m eet the
s uc c es s i n s a t is f yi n g th e n e eds a nd ex p ec ta t io ns a n d n e e ds of t he s oc ie t y
ex p ec ta t io ns of s oc i et y t hr o ug h s er v ic e s ho u l d b e s ta t ed in the A nn u a l P l an
des i g n (a gr ee d i n s p e c i al c o ntr ac t wi t h an d /or An n ua l R e por t.
Co u nt y G o v er nm ent ) .
Üh is k on n a oo t us t e le ja v aj a d us t e le
v as t am is e k o nk ree ts e d t e ge v us ed t u lek s
aas t ap l aa n is j a / võ i a a s ta a ru a nd es vä lj a
tu u a.
8. T h e s oc i a l s er v ic e pr o v i d er d em ons tr at es or g a nis a ti o n ’s s oc i a l res p ons i b i li t 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 ders m eet th is c r it er ia 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
T he s er v ic e pr o v i der p ar t ic i pa t es
ac t i v e l y in d if f er e nt ac t i v i ti es of
c om m uni t y ( e . g. ha nd ic r af t m ark ets
etc ) . T he s t ak eh o l der s i nt er v ie we d
c onf irm ed, t h at t he s er v ic e p r o v i de r is
a l wa ys o p en to pos s i b i li t ies a nd
s ug g es t i ons t o p ar t ic i pa t e in c om m uni t y
wor k .
10
9. T h e s oc i a l s er v ic e pr o vi d er has a s taf f rec r ui tm en t a n d r et e nt i on p o l ic y t ha t
prom ot es th e s el ec ti o n of q u a l if i ed p ers o n n e l b as ed o n re q u ire d k no wle d ge , s k i lls
an d c om pe t enc 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 ders m eet th is c r it er ia 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
T he s oc i a l s er v ic e pr o v id er ha s a we l l-
de v e l op e d s t af f rec r u i tm ent a nd
ret e nt i on po l ic y t ha t pr om ot es t he
s e lec t io n of q ua l if i e d per s on n e l b as e d
on r eq u ir ed k no wl e dg e , s k il ls a nd
c om pet e nc es . T h e p o li c y is d es c r i be d i n
Q u al i t y Ha n db o ok .
10 . T he s oc i a l s er v ic e pr o v i der o per a tes in c om pl i anc e wit h m an d at or y n a ti o na l
l eg is l at i on , pr o v i d in g ap pr o pr i a te wo rk in g c on d it i o ns , a de q ua t e a nd a gr ee d s taf f
l e ve l a n d s taf f r at i o, a nd ap pr opr i at e re wa rd i ng f or s t af f a nd vo l u nt eers .
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 ders m eet th is c r it er ia 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
T he s oc i al s er v ic e pr o v i der op er at es in T he work lo a d of em p l o ye es s h o u ld b e
c om pl i anc e wi t h n at i on a l l e gis l at i o n, tak e n i n f oc us f r om tim e to t im e a nd
pro v i d i ng a p pr opr i at e wo rk in g im pl em ent e as in g m eas ur es if
c on d it i o ns , a d eq u at e an d a gr ee d s t af f nec es s ar y.
l e ve l an d s t af f r at i o, an d a p pr opr i at e
re war d in g f or s taf f an d v o l un t eer s . T ööt aj a te t ö ök oorm u s e le t u lek s a e g-
aj a l t ro hk em tä he l e pa n u s uu n at a ja
v aj a d us e l l e e ve n dus m e etm ei d
rak en d ad a.
11
11 . T he s oc i a l s er v i c e tr a ins a l l s t af f b as e d on a p la n f or l ea n in g an d
de v e l opm en t a nd e va l ua t es th e ef f ec t i v en es s of th e tr a in i n 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 ders m eet th is c r it er ia 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
T he s oc i a l s er v ic e p r o v id er tr a i ns a l l T he Q u a l it y Ha n d bo ok c ou l d be
s taf f b as ed o n a p l an f or l ea r n i ng a n d c om pl em ent e d wi th t h e inf orm ati o n on
de v e l opm en t . E ver y e m plo ye e n e eds of ho w the pl a n of tra i n in g an d
tra i n in gs ar e c o l lec t e d b y a s pec if ic de v e l opm en t is f ra m ed an d how
f orm at th e en d of e ac h ye a r . T h es e em pl o ye es get to k no w a b ou t t he ir
are d is c us s e d in th e ap pr a is a l de v e l opm en t o pt i o ns , as we l l as ho w
i nt er v ie ws a n d b as ed on i t, t h e n ex t th e ef f ec t i v e nes s of tra i n in g ac t i vi t i es
ye ar tr a in i n g pl a n wi l l b e pu t t o ge t her . are m eas ur e d . It is r ec om m end ed a ls o
T he p l an a ls o c o nt a i ns t he tr ai n i ngs to us e t h e tra i n in g f e ed b ac k f orm af ter
th at ar e c om pl et e d i n pr es e nt ye a r . e ver y tr a i ni n g i n or der t o m ak e t he
A dd i ti o n al t r a i n in g o pp or tu n it i es ar e as s es s m e nt m o r e c o h ere n t.
of f ere d t o em pl o ye es dur i ng t h e ye a r
K v al i te e d ik äs ir a am atu t tu l ek s tä i e nd a da
on a ro l l in g bas is ( e. g . v i a d ir ec t or ’s e-
m ail) . T h e ef f ec t i ve n es s of i n di v i d ua l i nf og a , k uid as k oos ta tak s e
k ool i tus p la a n j a k u i da s s a a v ad t ö öt aj a d
tra i n in gs ar e e v a lu at e d d ur in g
te a da om a are n gu v õ i m alus t es t, s am uti
ap pr a is a l i nt er v ie ws . A ls o , af t er eac h
tra i n in g em p lo ye e s per f or m the k uid as m õõ d et ak s e k oo li t us t eg e v us e
ef ek ti i vs us t . S o o vi t a v on rak e nd a da
s um m ar y of l es s o ns l e ar n e d to a ll s t af f
k ool i tus te ta g as is i d e k üs im is e vorm i , et
an d e va l u at e t he c o m pli a nc e of th e
tra i n in g wi t h t he obj ec ti v es . h in d am in e to im uk s üh t s em ate l a l us t e l.
12 . T h e s oc ia l s er v i c e pr o vi d er a pp l i es req u ir em ents f or c o m pete nc 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 ders m eet th is c r it er ia 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 .
12
Str e n gt hs Im pro vem e nt & de v e lo pm ents
13
T he s oc i a l s er v ic e pr o v i d er a p pl i es J ob d es c r ip t io ns s ho u ld be
req u ir em ents f or c o m pete nc e in the s ys tem at ic al l y r e v ie we d a nd
i de nt if ie d r o les a n d f unc t io ns of s t af f . harm o ni ze d , a n d u p d a te d.
T he c om pe t enc e and f unc t io ns ar e
In a d d it i on , i t c o u ld be c ons i d ere d t o
doc um en te d in j ob des c r i pt i o ns and
as k , whi l e ag re e in g th e pl a n of tr ai n i ng
e va l u at ed d ur i ng a p pr a is a l i nt er v ie ws
on an n ua l b as is . an d d e v e lo pm en t, t h e f ee d bac k of a
f un der a n d m os t im port a nt p art n ers on
em pl o ye e s tr a in i n g ne eds .
A ls o , (a t l e as t) o nc e a ye ar t hr o ug h
i nt ern a l s em in ar/ d is c us s i o n the
un d ers t a nd i n g of t he k e y c onc e pts s uc h
as et h ic s ( inc l u di n g et h ic al d i l em m as
an d va l u e c o nf l ic ts ), em po werm en t ,
qu a l it y of l if e, m ul ti d is c i pl i n ar y s er v ic es ,
s e lf - de t erm in at i on e tc s ho u ld be
s yn c hr o n i ze d and e m bedd e d am on g
em pl o ye es .
Am et ij u h en d id t u le b s üs t e em s elt üle
v aa d at a j a üh t lus t ad a n i ng uu e nd a d a
v as t a v al t m u ut un u d o l ud e l e.
L is ak s v õ ik s k aalu d a k ool it us v aj a d us t e
k ok k ule pp im is e l ka nt ra h as t aj a l t ja
m õni ng a te l t as ut us e ga i ga p äe v as e lt
k ok k u pu ut u va t e l t p art ner i te l t t a g as is i d e
k üs im is t p er s on a l i k ool it us v aj a d us t e
os as .
S am uti t u l ek s as ut us e s is es e l t
k orral d ad a p e am is te k onts e pts i oo n i de
na g u e et ik a (s h e et i l is ed d i l em m ad j a
v äär t us k onf l ik t id) , j õus tam i ne ,
e luk v a l it ee t, m u lt i dis ts ip l i na ars e d
te e nus e d, e n es em ä ä ram is õ i gus os as
v äh em al t 1 k ord a as t as tö öt aj at e le
(v äh em al t) s is es em i nar /a ru te l u , et
üh t lus t ad a ja k i n n is t a da t öö taj at e
arus a am a n e nd es t k o n ts e pts i o on i des t .
14
13 . T he s oc i al s er v ic e pr o v i d er r ec o g nis es t he s t af f as a r es o urc e f or f ee db ac k on
org a n is a t io n a l pe r f or m anc e , s er v ic e de v e lo p m ent an d s t af f 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 ders m eet th is c r it er ia 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
T he s oc i a l s er v ic e pr o v id er r ec o g n is es T he re gu l a ti o n of e m plo ye es ’ ac t i v e
th e s t af f as a r es o ur c e f or f ee d b ac k on i n vo l v em ent on the des i g n an d
org a n is a t io n a l per f o r m anc e, s e r vic e e va l u at i on of s er v ic es s h ou l d be m ade
de v e l opm en t and s t af f de ve l o pm ent . m ore s ubs ta nt i v e . Furt herm or e, in
T he s er v ic e pr o v id er c o l l ec ts c ha p ter of p ar tic i p a ti o n ( in Q u a l it y
em pl o ye es ’ f ee d b ac k thr ou g h re g ul ar Ha n db o ok ) the r ef er e nc e to I ns truc t io n
qu es ti o nn a ir e ( o n a nn ua l b as is ) . of O rg a ni zi n g Me et i n g s s ho u l d be m a d e
th at ex pl a i ns in de t a il th e f orm s of
Fe ed b ac k is a ls o a s k ed an on g o in g
par t ic ip a ti o n.
bas is t hr ou g h r e gu l ar m eeti n gs – f am il y
m eeti n gs ar e h e l d at l eas t onc e a m on t h T ööt aj a te ak ti i vs e k aas am is e e es k ir i
( at te n de d a ls o b y per s ons s er v ed ), work te e nus te k uj un d am is s e ja h i nd am is s e
m eeti n gs ar e he l d o nc e a we ek tu l ek s m uut a s is ul is em ak s . Lis ak s
(at te n de d b y t he d ir ec t or a nd s e n io r tu l ek s k val i te e d ik äs ir aam at us teha
te ac hers ) , ge n er a l m ee t in gs ar e h e l d k aas am is e j uur es v i id e k oos o lek ut e
onc e a m ont h ( a tt en d ed by a ll j uh e nd i l e, m is s el g it a b t ä ps em a lt l ah t i
em pl o ye es ) . k aas am is e v orm id.
14. The social service 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 ders m eet th is c r it er ia 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
T he s oc ia l s er v ic e p r o v i der has
m ec han is m s to en h anc e s at is f ac ti o n
an d m ot i v at i o n of s t a f f . T he p r i nc i pl es
are doc um en te d in Q u al i t y H an d bo ok
an d im p lem en t ed on a nn u a l bas is .
15 . T h e s oc i al s er v ic e pr o v id er as s ur es th e ri gh ts of pers o ns s er v ed ou t li n ed in a
Ch ar t er of Ri gh ts whi c h is b as ed on t h e E U Ch ar ter of Fun d am en t al R i g hts , th e
E uro p ea n C o n v en t io n f or th e Pro t ec t i on of Hum an R ig hts a n d Fu n d am ent a l
Fre ed om s of th e C ou nc i l of Eur o pe and o th er i nt er na t io n a l hum an r i g hts
c on v e nt i ons , es pec i a l l y t h os e e l ab or at e d u n der t h e Un i 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 ders m eet th is c r it er ia 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
T he s oc ia l s er v ic e pr o v id er as s ur es t h e
ri gh ts of per s o ns s er ve d ou t l in e d in
d if f ere nt h um an r i gh ts c o n ve nt i o ns . T h e
ri gh ts ar e doc um ent e d in Q ua l it y
Ha n db o ok an d pr es e n te d in the
org a n i za t io ns ’ i nf or m at i on s t an ds . T he
ri gh ts of pe r s o ns s er ve d wer e we l l -
k no wn to a l l em p lo ye e s i n ter v i e we d.
16 . T h e s oc ia l s e r vic e pr o v id er i nf orm s t he pers o n s er v ed a b o ut h is / h er r i g hts a nd
du t ies es pec i a l l y t o e qu a l tr e atm en t on gr o un ds of a ge , d is a b il i t y, g e nd er, rac e,
re li g i on or be l i ef an d s ex u a l or i en t at i on b ef or e r ec ei v i n g th e s er v ic e s .
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 ders m eet th is c r it er ia 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
T he s oc i a l s er v ic e pr o v id er i nf or m s th e T he ri g hts a n d d ut i es of pers o ns s er v ed
pers o ns s er v e d ab o ut the ir r i gh ts a nd c ou l d b e s ig n ed b y a n ad v oc at e on
du t ies . T h e r ec a p it u l a ti o n of r i g hts a nd c as es wh er e t he per s on s er v ed is n ot
du t ies is als o do n e o n r eg u l ar b as is e .g . ( ye t) a b le t o g i v e s i gn at ur e. In a dd i t io n ,
i n t h e f am i l y m eet i n gs wh er e pers o ns th e r i gh ts a nd d ut i es of p ers ons s er v e d
s er ve d a tt e nd . A ls o, c h il dr e n wh o ar e s ho u l d be p u b lis h e d on or ga n i za t i on
ab l e t o g i ve s ig n at u r e ha v e s i gn e d th e ir we bs it e .
ri gh ts an d du t ies . A l l per s o ns s er ve d
i nt er v ie we d c o nf ir m ed th e ir a war e nes s T een us e s a aj a te p u h ul , k es ei os k a v e el
a llk irj a a n da , v õ ik s rak en d ad a r ee g l it , et
ab o ut t h ei r r i gh ts a nd du t ies .
õ ig us ed ja k o hus t us e d a l lk irj as ta b
ees tk os tj a.
L is ak s v õik s te e nus e s aaj at e õ i g us e d j a
k ohus tus e d a va l da d a as ut us e
k odu l eh e l.
17 . T h e s oc ia l s er v ic e pr o vi d er h as ac c es s i bl e c om pl a i nt m ana gem en t s ys t em
wh ic h re g is t er s f e ed b ac k on p er f orm anc e f rom pers o ns s er ve d , purc h as ers a nd
ot h er r e le v a nt s t ak eh o l der 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 ders m eet th is c r it er ia 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
17
T he s oc ia l s er v ic e pr o v i der has T he s oc ia l s er v ic e pro v i der s ho u l d
ac c es s i b le c om pl a i nt m an a gem en t c on t in u e an a nn u a l s um m ar y of t he
s ys tem wh ic h r eg is t er s f ee d bac k on c om pl a in t proc es s i ng (e ve n if t h e r e a re
perf orm anc e f r om per s o ns s er v e d, no t a n y) . T he ex t e rna l s tak e ho l d ers
purc h as ers an d o th er r e l e va n t c ou l d be m ad e m or e a war e of th e
s tak e ho l de r s . T he c om pl a in t ex is t enc e of t he c om pl ai n t m ana g em ent
m anag em en t s ys t em is we l l - d oc um ent e d s ys tem .
i n Q ua l i t y H a nd b o ok a nd t h e s er v ic e
As ut us pe ak s k ind l a s ti j ätk am a ig a-
pro v i d er has f ix e d th e num be r of
c om pl a in ts ( no n e so f ar ) on an n ua l aas t as e k ok k uvõ tt e t eg em is t k a eb us t e
m enet l em is es t ( is e g i k ui ü htk i e i o le) .
bas is .
L is ak s võ ik s vä l is ei d h u v ip o ol i ro hk em
te a v it a da k ae bus te m enet l us s üs t eem i
o lem as o l us t .
18 . The s oc ia l s er v ic e pr o v i de r r es p e c ts the f u nd am en ta l ri g ht to s e lf -
de t erm in at i on of th e per s o n s er v ed . T h e y f ree l y d et erm in e th e ir p o li t ic a l s t at us
an d f ree l y p ur s u e th e ir ec o nom ic , s oc i a l a nd c u lt ura l de v e lo pm 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 ders m eet th is c r it er ia 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
T he s oc i a l s er v ic e pr o v i der r es p ec ts th e
f un dam en t al r i gh t t o s e lf - de t er m in at i on
of th e p ers on s er v ed . A l l em pl o ye es a nd
pers o ns s er ve d i nt er v i e wed c o nf irm e d
th e im pl em en ta t io n of pr inc i p le in e ver y -
da y wo rk of s er v ic e pr o v id er .
18
19 . T he s oc i a l s er v ic e pr o v id er f ac i l it at es th e p ers o n s er ve d i n c h oos i n g a nd
ha v i n g ac c es s t o a d v o c at es a nd / or s u pp ort i n g p ers 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 ders m eet th is c r it er ia 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
T he s oc i al s er v ic e p r o v id er f ac i l it at es T he An n ua l R ep ort s h ou l d be
th e p ers on s er ve d in c h oos i ng an d c om pl em en t e d wi th t he or g an i za t i o ns ’
ha v i n g ac c es s to ad v oc at es a n d/ or as s es s m e nt on ac t i ons t ha t he l p
s up p ort i n g p er s ons . T he n ee d of pers o ns s er v e d to f i nd a s u pp or t in g
s up p ort i n g p er s on is dec i d ed pers o n a nd /or s u p po rt f am i l y ( at t he
m om ent t h e d at a is f o un d f rom s ep ara te
i nd i v i du a l l y i n c om po s i ng a n d agr e e in g
doc um en t) .
of e ac h I n di v i d ua l P l a n . W heth er or no t
th e p ers o n s er v ed h a v e t h e s up p ort i n g
pers o n is dec i d ed ( a s a r u le) b y th e A as t a k ok k uvõt t es s e võ ik s l is ad a
l oc a l g o v er nm en t ( no t b y t he s er v ic e as u t us e h in n an g u om a te ge v us e le
ab is tam ak s tee n us e s aaj a id l ei dm ak s
pro v i d er). In a d d it i o n to loc a l
tu g i is ik u t j a/ v õ i tu g i pe re.
go v er nm ent dec is i o n th e s er v ic e
pro v i d er of f er s f or p e r s ons s er v e d a ls o
an o pp or tu n it y to g et an ac c es s to
s up p ort i n g f am i l y.
20 . T he s oc i a l s er v ic e pr o v id er d ef in es a n d d oc um e nts its p o l ic y o n e t hic s th at
res p ec ts an d as s ur es th e d ig n it y of t he p ers ons s e r ve d, p ro tec ts t hem f rom un d ue
ris k a nd pr om ot es 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 ders m eet th is c r it er ia 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
T he s oc ia l s er v ic e pr o v id er h as def in e d T he Co d e of E t h ic s s h ou l d b e p ub l is he d
an d doc um en te d its po l ic y on e th ic s on org a n i za t io ns ’ we b s it e .
(Co d e of E t h ic s ) . T he p o lic y is
doc um en te d in Q ua l i t y Ha n db o ok . A l l K od u l eh e l v õik s a v a ld a da as ut us e
ee t ik ak ood ek s i.
em pl o ye es i nt er v i e we d c onf ir m ed th e ir
a war en es s ab o ut the pr i nc ip l es and
bro u g ht o u t s e v er al e x am pl es h o w th e y
us e t h es e in e ver yd a y- wor k .
21 . T h e s oc i a l s er v ic e pr o vi d er op er at es m e c ha n is m s wh ic h pr e v e nt th e p h ys ic a l ,
m enta l a n d f in a nc i a l a bus e of us 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 ders m eet th is c r it er ia 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
T he s oc ia l s er v ic e pr o v i der has T he s oc ia l s er v ic e pro v i der s ho u l d
doc um en te d c l ear r u l es t o p r e v e nt th e s ys tem at ic al l y c o nt i n ue t he e v a lu a ti o n
ph ys ic a l, m en t a l a n d f in anc i a l ab us e of of p h ys ic a l , m ent a l a nd f i na nc ia l a bus e
pers o ns s er v e d. T he s er v ic e pr o v i der pre v e nt i o n of p ers ons s er v e d ( has b e en
has a ls o e va l u at e d t he im pl em en ta t io n do n e th or o ug h l y o nl y onc e - 20 1 5) .
of t h es e ru l es .
K in d l as t i tu l ek s s ü s te em s el t j ä tk at a
te e nus e s a aj a t e v a i m s e, f üüs i l is e ja
m aj and us l ik u ärak as ut am is e
en n et us t e ge v us e hi n dam is eg a ( pr ae g u
on põ hj a l ik u lt t e ht ud v a id ü h e l k orr al ).
20
22 . T h e s oc ia l s er v ic e pr o v i d er pr o vi d es s er v ic es in a s af e s ys tem of work i ng
wi t hi n a s af e e n v ir on m ent t o e ns ur e t h e p h ys i c al s ec u ri t y of p ers ons s er v ed , t he ir
f am ili es a n d c ar et ak 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 ders m eet th is c r it er ia 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
T he s oc i a l s er vic e pr o v i d er pr o v i d es
s er v ic es in a s af e s ys t em of work i n g
wi t hi n a s af e en v ir o n m ent t o ens ur e th e
ph ys ic a l s ec ur i t y of p er s ons s er v e d,
th e ir f am il i es an d c ar et ak er s . The
c on d it i o ns of p h ys ic a l en v ir o nm ent are
e va l u at ed o n a n nu a l bas is b y d if f er en t
s up er v is or y a ut h or it i es ( e .g . H e al t h
B oar d ; Res c u e A ge nc y e tc .) .
23 . T h e s oc i a l s er v ic e pr o v id er d ef i nes , doc um ents , m on it ors a nd e va l u at es a s et
of pr i nc ip l es , va l u es an d pr oc ed ur es t h at go v er n b eh a v io ur i n s er v ic e d e l i ver y
c on t ai n i ng as p ec ts of c onf id e nt i a li t y, ac c ur a c y, pr i vac y a n d i nt e gr 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 ders m eet th is c r it er ia 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
21
T he s oc i a l s er vic e pr o v i der h as def in e d,
doc um en te d , m on it or s a nd e v a l ua t es a
s et of pr i nc ip l es , v a l u es a n d pr oc e dur es
th at g o v er n be h a v i our in s er vic e
de l i v er y. T h e pr i nc i p l es ar e ou t l in e d i n
po l ic y of et h ic s ( C od e of E th ic s ) a n d a l l
em pl o ye es i nt er v ie w ed as s ur e d th e ir
a war en es s a b ou t t hes e . T he e va l u at i on
of pri nc i p les ar e m ade d ur in g the
ap pr a is a l in ter v i e ws .
24 . T he s oc i a l s er v i c e pr o v id er d ef i n es , doc um ents , m oni t or s an d e v a lu at es
proc e d ures f or as s ur i ng c onf id e nt i al i t y of d at a r e ga rd i ng t h e p er s ons s er ve d a nd
th e s er v ic e pr o vi d e d t o th em .
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 ders do no t m ee t th is c r it er i a 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 .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
22
A lt h ou g h th e s er v ic e pr o vi d er h as
ou t l in e d s om e pr inc i p les f or as s ur i ng
th e c o nf i de nt i a l it y in i ts Q ua l i t y
Ha n db o ok th es e pr i nc ip l es m us t be
des c r i b ed in m uc h m or e d et a il .
Dur i n g t h e a u d it i t was no t p os s i b le t o
de t erm in e wh e th er , i n wha t wa y, a n d
ho w of te n t h e org a n i za t i on e v al u at es
th e pr inc i p les and pr oc e d ur es of
c onf id e nt i a li t y a n d t h e ef f ic i e nc y of t he ir
im pl em ent a ti o n wit h th e re l e va n t
par t ies . T h e au d it a l s o di d n ot s h o w
e v id e nc e of org a ni za t i on i n vo l v i ng
pers o ns s er v e d or t he ir ad v oc at es t o
th e pr oc es s .
T he org a n i za t io n m us t im p lem en t a
m ec han is m t o e ns u re th at at l e as t onc e
e ver y 2 ye ars th e c o nf i d en t ia l it y
proc e d ures a nd th e i r im pl em ent a ti o n
wo u ld b e r e v ie we d i n c oo p er at i on wi t h
th e p ers o ns s er v e d a n d th e ir a d v oc a tes .
As ut us o n k ül l k va l i te e dik äs ir aam at us
v ä lj a t o on u d m õne d t e ge v us ed a ndm et e
k onf id e nts i aa ls us e t ag am is ek s , k ui d
ne e d t u le b l a ht i k i rj el d a da ol u l is el t
de t ai ls em al t j a p õhj a li k um alt .
A ud i ti k ä i gus ei ol n ud v õ im al ik
tu v as t a da , k as , m il l i s e l m oe l ja kui
s ag e l i t e en us e os u taj a
k onf id e nts i aa ls us põ h i m õtet e
pro ts ed u ure ja n e n de r ak en d am is e
ef ek ti i vs us t k oos tö ös as j as s ep u ut u va t e
os a p oo l te g a h i n da b. Au d it i k ä ig us ei
s e lg u nu d ka tõ e nd e id , et t ee n us e
os u t aj a k aas a b pr ots es s i t ee n us e
s aaj a id j a / v õi ne n de e es tk os tj a id .
As ut us pe a b rak e nd am a m ehh an is m i,
m is ta g ak s , e t v äh em a lt 1 k or d 2 a as t a
j ook s u l v aa d at ak s e
k onf id e nts i aa ls us põ h i m õtet e 23
25 . T h e s oc ia l s er v ic e pr o v id er d ef i nes t h e ro les a n d r es p o ns ib i l it i es , a ut h ori t ies
an d t he i n ter r e l at i on of a l l p er s o n ne l wh o m anag e , des i g n, d e li v er, s u p por t a nd
e va l u at e th e s er v ic e p r o v is i o n t o pers 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 ders m eet th is c r it er ia 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
T he s oc ia l s er v ic e pr o v id er h as def in e d J ob d es c r i pt i ons (in ge n er al , b ut
th e ro l es and r es p o ns i b i l it i es , def in i te l y) of em pl o ye es d irec t l y in
au t hor i ti es a nd t h e i nt er r e la t io n of a l l c on t ac t wi t h p ers ons s er ve d , s h o ul d be
em pl o ye es wh o m anag e , des i g n, s ys tem at ic al l y r e v ie we d , an d u p da t ed t o
de l i v er, s u p po r t and e va l u at e th e th e c h an g e d c ir c um sta nc es . Al t ho u gh
s er v ic e p ro v is i on t o p e r s on s er ve d . th e r o l es are c om m uni c at e d t hr o ug h j o b
des c r i pt i o ns , t he y s ho u l d be a ls o
pu b l is h e d t hro u gh s o m e oth er c h an n e l –
e. g. p ub l is he d o n org an i za t i o n webs i te
at le as t em pl o ye es ( p os it i ons ) an d t h e ir
ro les and m a in f u n c ti o ns of s er vic e
pro v is i o n, t ha t d ir ec t l y ar e i n c o nt ac t
wi t h pers o ns s er v ed .
Am et ij u h en d id , er i ti t ee n us e s aaj at e ga
ots es el t k ok k u pu ut u v at e tö ö taj at e
om ad, tu l e b s üs t eem s e lt ü le v a ad at a j a
üh t lus t ad a n i ng uu en d ad a vas ta v a l t
m uutu n ud ol u de l e.
Ro l l id on k ül l k om m unik eer i tu d lä b i
am etij u he n d it e, k u id l is ak s t ul e b n e ed
a va l d ad a k a m õnes m uus k ana l is – nt
a va l d ad a k od u l eh e l v äh em al t k l ie n di g a
ots es el t k ok k u pu ut u v a p ers on a l i
(am et ik oht a de ) p e am is ed f unk ts io o n id
n in g r o l l id t e en us e p a k k um is e l.
24
26 . T h e s oc i a l s er v ic e pr o v i d er work s i n p art n ers h i p wi t h o t her org a n is a t io 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 ders m eet th is c r it er ia 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
T he s oc i a l s er v ic e pr o v id er h as s e ver a l
par t ners a nd c oo p er a ti o n wit h t h em is
do n e ac c or d i n g to n a ti o na l le g is la t io n .
T he In d i v id u a l P l an is agr e ed in
c oo p er at i on wi t h l oc a l go v er nm ents ( as
rep res e nt at i v es of p er s ons s er v ed ) a nd
Co u nt y G o v er nm ent ( a s a f u n d er ) . A ls o,
s tar t in g a t f a l l 2 01 5 t he s oc i a l s er v ic e
pro v i d er h as s t ar te d to dr a w m ont h l y
s um m ar y of eac h pe r s on s er v e d a nd
s har e i t wi t h t he loc a l go v er nm ent .
27 . T he s oc i a l s e r vi c e pr o v id er work s i n p art n ers h i p wi th p ers o ns s er ve d ,
purc h as ers an d o th er s tak e ho l de r s 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 ders do no t m ee t th is c r it er i a 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 .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
25
Dur i n g th e a u di t (b o th d oc um ent a ti o n
re v ie w a nd in ter v i e ws ) n o e v id e nc e was
f ou nd of pr o- ac t i ve in v o l v em ent of
s tak e ho l de rs i n t h e de v e l opm en t an d
e va l u at i on of s er vi c es . T he c o nt ac t
be t we en t h e or ga n i za ti o n a nd t h e m ain
s tak e ho l de rs oc c ur m ain l y wh i l e
agr e e in g t he I n d i v id u a l P l an a n d th e n
th e r es ul ts of t h e pl an ar e e v a lu at e d .
O th er wis e t h e c om m un ic a t io n is ra th er
c as e s p ec if ic a n d m os tl y wh e n pr o bl em s
oc c ur . A ls o, t h e c om m unic at i on is of te n
i ni t ia t ed b y a s tak e h o ld er ra th er t ha n
s oc ia l s er v ic e pr o vi d er. T he
s tak e ho l de rs i n ter v i e we d bro u gh t ou t
th e n e ed t o im pr o ve th e c om m unic at i ons
on s e ve ra l oc c as i ons , als o t h e n ee d t o
ge t f e e db ac k on t he im pl em ent a ti o n of
pro p os als .
T he pr o- ac t i ve c oo per a ti o n wit h a
f un der a n d ot h er s tak eh o l ders m us t be
en h anc e d s i gn if ic a n t l y . T he s er v i c e
pro v i d er s ho u ld d e v e l op th e m od e l of
s ys tem at ic in v o l vem e nt ( bo t h i n s er v ic e
des i g n a n d e va l ua t i o n a n d f ram i ng t he
A nn u a l P l a n) of s t ak eh o ld ers ( bo t h
doc um en te d and in prac t ic e) . Als o ,
par t ners f e e db ac k an d im pro vem e nt
ac t i ons b as e d o n t ha t s h o ul d b e f i x ed
(e. g. in t h e A n nu a l Re por t ) .
A ud i ti k äi gus (n i i dok um en ta ts io o n i
k ontr ol l i l k ui i nt er vj uu d es ) ei le i tu d
tõ e nd e id p art n er it e pr o ak ti i vs e
k aas am is e t e en us te hi nd am is s e ja
are n d am is s e k oh t a . P art n er it e ja
org a n is a ts io o n i v a he l i ne k on t ak t tek ib
pe am is e l t vaid i nd i v i du a als e p la a n i
k ok k u le p pim is e l ja s i is kui s e l le
tu l em us i h i nn a tak s e. Mu u l aj al
s uh e l dak s e om av ah e l p i gem v a id
j uh tum i põ h is el t ja pr o bl e em id e
i lm nem is e l, k us j u ures s ag e l i on k o nt ak 2ti6
28 . T h e s oc ia l s er v ic e pr o v id er i nc lu d es per s ons s er v e d as ac t i v e par t ic ip a nts i n
p la n ni n g a n d h a ve s et up ap pr a is a l m ad e u p of o n - go i ng of an o n- g oi n g
s truc tu re d d i al o gu e p r oc es s in t h e m an a g em ent of t he s er v ic e, i nc l ud i ng t h e
def in i t io n of th e n ee ds , t he d ef i n it i on of t h e s er v ic es , as we l l as of th e e va l u at i on
of q u a li 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 ders do no t m ee t th is c r it er i a 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 .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A lt h ou g h t he pers ons s er v ed are
i n vo l v ed in pre p ar in g t he I n d i vi d ua l Pl a n
an d e v al u at i on of it s im pl em en ta t io n,
th e s er v ic e pr o v id er is m is s i ng t h e ex ac t
po l ic y an d proc e d ur es (pr oc es s ) of
ac t i v e i n v ol v em en t of per s o ns s er v e d to
i de nt if yi n g t h eir n ee d s , s er v ic e d es i g n
an d s er v ic e e v a l ua t io n. Suc h p o l ic y a nd
proc e d ures m us t b e de v e l op e d (i n t he
f orm of a d oc um e nt) .
T een us e s aaj a d k ül l os a l e v ad
i nd i v i du a a ls e pl a an i k oos t am is e l j a s e l l e
tä i tm is e h i n dam is e l , k uid as u tus e l
pu u du b k onk re et n e (dok um en te er i tu d)
po l i it ik a ja pro ts ed uur i d (p ro ts es s )
te e nus e s aaj at e ak ti i v s ek s k aas am is ek s
ne n de v aj a d us t e v ä lj as e lg i tam is s e,
te e nus te p l a ne er im is s e ja t e en us te
h in d am is s e. N im et at ud p o l i it ik a ja
pro ts ed u ur id tuleb vä lj a tö öt a d a
(dok um en d i k uj ul) .
27
29 . T he s oc i al s er v ic e pr o v i d er ins t it ut es an an n ua l e v al u at i on of par t ic ip a ti o n of
pers o ns s er v ed bo th o n i nd i v i du a l a n d/ or gr o up bas 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 ders m eet th is c r it er ia 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
T he s oc ia l s e r vic e p r o v id er e v a l ua tes T he par t ic ip at i o n p o lic y of p ers o ns
on a nn u al b as is t he par t ic i p at i o n of s er ve d s h o u ld als o b e as s es s e d d ur i ng
pers o ns s er v ed . T h is i s d on e d ur i ng t he th e pr ep ar at i o n of t h e A nn u a l Re p ort ,
e va l u at i on of e ac h I n d i v id u a l P l an . i nc l . th e tr ans p ar enc y of t h e e v al u at i on
s ho u l d be inc re as ed .
T een us e s a aj a t e os a lem is e p o li i t ik at
tu l ek s hi n na t a k a or g an is ats i o on i a as t a
k ok k uvõ tt e k oos t am is e k ä ig us , sh
s uur e n da d a selle h i n dam is e
l äb i pa is t vus t.
30 . T h e s oc ia l s er v ic e pr o v id er o per a tes s p ec if ic i ns tr um en ts f or us ers t o im pro v e
th e ir p ers o n a l em po we r m ent a nd p ers o na l s i t ua t io n a n d th at of t he i r c om m unit 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 ders m eet th is c r it er ia 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
T he s oc i al s er v ic e pr o v i d er o p era te s T he c h a pt er of em po werm en t in Q u a l it y
s pec if ic i ns tr um en ts f or us ers to Ha n db o ok s ho ul d be wri tt e n i n m or e
im pro v e th e ir p er s on a l em po werm en t. de t ai l ( e. g. wh a t ex ac t l y ar e t he
T he pr i nc i p l es ar e c le ar l y f o ll o we d c on tr ib u t in g m eas ure s , h o w to as s es s
dur i n g th e c om pos it i o n an d e v a lu a ti o n th e ef f ec t i v en es s of th e m eas ur es , e tc .) .
of e ac h In d i v id u a l P l a n.
K v al i te e d ik äs ir a am atu s tu lek s
j õus tam is e os a k irj e l d ad a la h ti o lu l is e lt
põ hj al ik um al t ( nt tä ps e lt m i l lis t e
m eetm ete g a k aas a a id at ak s e, k u id as
tek i ta tak s e j õ us t a v k es k k ond, k ui d as
h in n at ak s e m ee tm ete ef ek ti i vs us t j n e ) .
31 . T he s oc i a l s er v ic e pr o v i der op er at es s p ec if ic m ec ha n is m s f or es ta b l is hi n g a n
em po wer i ng e n v ir onm 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 ders m eet th is c r it er ia 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
T he s oc i al s er v ic e pr o v i d er o p era te s
s pec if ic m ec ha n is m s for es t ab l is h in g an
em po wer i ng en v ir o n m ent . Em pl o ye es
f ol l o w em po wer m en t pr inc i p les o n d a il y
bas is , a nd th e ef f ic ac y of t he m eas ur es
is c ons i d er e d in the m eet i n gs . All
em pl o ye es a nd per s o ns s er v ed
i nt er v ie we d br ou g ht ou t s e v er a l
ex am p les a b ou t t h e es t a b lis hm en t of
em po wer i ng e n v ir onm en t.
29
32 . T h e s oc ia l s er v ic e pr o v id er s e l ec ts pr o g ram m es whic h ar e b a s ed o n a n e eds
as s es s m e nt at t he l oc at i on wh i c h is m os t c o n ve n i en t f or th e p ers o n s e r ve d, f am il y
an d c ar e t ak 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 ders m eet th is c r it er ia 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
T he s oc i a l s er v ic e pr o v id er of f ers th e
s er v ic e in m os t c on v e n ie nt loc a ti o n f or
th e p ers on s er ve d , f am il y a nd c are
tak ers . T his was c onf ir m ed by a ll
pers o ns ( em pl o ye e s , per s ons s er ve d ,
s tak e ho l de r s ) i nt e r v i e we d. T he
c l os e n es s of n ec es s ar y s c h o o ls and
k ind er gar t ens , as we l l as th e pr es e nc e
of s u it a bl e i nf r as tr uc tu r e ( tr a ns por ta t i on
pos s i b i li t ies etc .) we r e m ent i on e d as
th e m os t im por t a nt f a c tor s i n as s es s i ng
th e s u it a b il i t y of loc a ti on .
33 . T he s oc i al s er v ic e pr o v i der of f ers pr o g ram m es c ons is te nt wi th th e id e nt if i e d
ne e ds of its c us t om er s a n d obj ec t i v es f or th e pr o gram 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 ders m eet th is c r it er ia 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
T he s oc i a l s er v ic e pr o v i d er of f ers
pro gr am m es c ons is te nt wi th the
i de nt if ie d n e eds of p e r s ons s er v ed a nd
obj ec t i v es f or t he pr o gr am m e . E ac h
pers o n s er ve d h as a n I n di v i d ua l P l an
wh ic h is c om pos e d a nd a gr e ed b y a l l
par t ies c onc er ne d .
34 . T he s oc i a l s er v ic e pr o v id er o p era t es i nd i v i du a l pr oc es s es t ha t ar e dr i v e n b y
th e n ee ds of th e p er s 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 ders m eet th is c r it er ia 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
T he s oc i al s er v ic e pr o v i d er o p era te s
i nd i v i du a l p r oc es s es t ha t a r e dr i ve n b y
th e ne e ds of t h e p e r s on s er v e d . T h e
ne e ds of eac h p er s on s er v e d ar e t ak e n
un d er c o ns i d er at i on a nd m ar k ed t o t he
In d i v id u al P l a n. All per s o ns s er ve d
i nt er v ie we d c o nf i r m ed tha t t he s e r vic e
pro v i d er f o l lo ws per s on a l ap pr oac h to
pers o ns s er v ed a n d i s a l wa ys o p en t o
th e ir s u g ges t io ns an d ex p ec t a ti o ns
( wis h es ).
35 . T h e s oc ia l s er v ic e pr o v id er d oc um e nts t he p l a nn i n g of s er v ic e s b as e d o n th e
i de nt if ic a t io n of in d i v i du a l n e eds an d ex p ec t at i o ns of p ers o ns s er ve d in an
In d i v id u al 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 ders m eet th is c r it er ia 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 .
31
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v id er d oc um ents
th e p la n n in g of s er v i c es bas e d on t he
i de nt if ic a t io n of i nd i v i du a l n ee ds a n d
ex p ec ta t io ns of per s ons s er v ed i n an
In d i v id u al P la n . I n d i v i du a l P l an ( i n s om e
c as es c om p lem en t ed b y a R e ha b i li t at i on
P la n) c on t ai ns t ar g e ts , ac t i ons
un d ert ak en t o ac hi e v e th es e t ar g ets ,
i nt er ve n t io n m ec h an i s m s ( as we l l as
s pec i a l is ts t o be i n v o l ve d) . R e ac h i n g
th e t ar ge ts of e ac h I nd i v i du a l P la n is
re v ie we d a t l e as t onc e a ye ar ( us u a ll y
e ve n t wi c e a ye a r ) . A ls o, s inc e t he f a l l
20 1 5 t h e or ga n i za t io n is pr ep ar i ng t h e
im pro v em ents s ta tus s um m ar y f or e ac h
pers o n s er v e d, a nd s har es it wi t h
h is / her ad v oc at e.
36 . T he s oc i a l s er v ic e pr o v id er i d en t if i es , doc um ents , a nd m ai nt a ins t h e k e y
s er v ic e de l i v er y pr oc e s s es to t h e p ers o ns s er ve d in li n e wit h i ts v is io n , m is s io n
s ta tem en t a nd qu a l it y po l 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 ders do no t m ee t th is c r it er i a 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 .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
32
A lt h ou g h th e br i ef d es c r ip t io n of th e
s er v ic e is p ub l is h ed on or g an i za t i o ns ’
we bs it e , it s ho u ld l e ad t o a proc es s
de v e l opm en t and s ig n if ic a nt
s pec if ic a t io n (i nc l. pr oc es s c har t) b ot h
i n Q u a li t y H an d bo ok an d o n we bs it e .
Curr e nt l y d if f ere nt par t ies (e . g. th e
s er v ic e pr o v id er a nd s t ak eh ol d ers )
i nt erp re t va ri o us s t ag es of s er v ic e
pro v is i o n d if f ere nt l y.
A dd i ti o n al l y, dur i ng th e au d it it was
un a b le to c l e ar l y id en t if y ( ne i th er
thr o ug h doc um en ta t io n or i nt er v i e ws )
th at t he s e r vic e pr o v i s i on pr oc es s an d
its (c o nt i nu o u s ) c om pl i anc e t o in t eres ts
of d if f ere nt s ta k eho l ders a nd
org a n i za t io ns ’ q u a li t y po l ic y is re g ul ar l y
an a l yze d .
It wa s als o im pos s i b l e to f i nd e v i d enc e
of rem ark s to war ds t he pr oc es s m ad e
b y s er v ic e p urc has ers a nd f un d ers , a n d
if t he c om m ents we re tak e n i n to ac c ou nt
or n ot . T he n e ed f or s ys t em
im pro v em ent was r ef e rre d r ep e at e dl y b y
th e p urc has ers a n d f und ers in ter v i e we d ,
i nc l . t he n e ed t o g et f ee d bac k f rom t he
s er v ic e pro v i d er wh e th er or n ot an d h o w
th e s u gg es t i o ns ha v e b ee n tak e n i nt o
ac c o u nt . T h e s ug g es ti o ns on s er v ic e
pro v is i o n p roc es s m ade by the
purc h as ers an d f u n de rs m us t b e c l ear l y
s ta te d an d ac t i ons h i gh l i gh t ed h o w an d
wh at wer e d o ne i n o rde r t o m ee t t h e
s ug g es t i ons .
K ui g i t ee n us e os u ta j a on k od u le h el
v ä lj a t o on u d te e nu s e l ü hik irj e ld us e ,
tu l ek s s e ll es t t ek it a d a pr ots es s j a s e da
o lu l is el t t ä ps us ta d a (s h nt t eh a ka
j oo n is ) n ii k va l it e e di k äs ira am at us k ui
k odu l eh e l. H etk e l t õ lg en d a va d er in e v ad
as j as s e pu ut u v a d os ap o o le d te e n us e
33
37 . T h e s oc i a l s er v i c e p r o v i de r re v i e ws th is d el i v er y pr oc es s an d m a in ta i 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 ders m eet th is c r it er ia 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
T he s oc i a l s er v ic e p r o v id er r e v i e ws t he T he s oc ia l s er v ic e pro v i der s ho u l d
de l i v er y pr oc es s du r i ng the v ar i ous im pl em ent m ore in t ern a l a u d its to
m eeti n gs of em pl o ye e s . s er v ic e as s es s m ent (i nc l . plan t he
i nt ern a l au d it(s ) i n t h e A n n ua l P la n an d
pres e nt the f i n di n gs in th e A n nu a l
Re p ort) .
T een us e os ut aj a p e a k s s enis es t e nam
rak en d am a te en us e h i n dam is ek s
s is ea u di t i( t e) l äb i v i im i s t (s h p l an e er im a
s is ea u di t i(t e) lä b i v i im is e a as t a pl a an i j a
te g em a n en d e t u l e m us tes t ü l e va at e
aas t a k ok k uvõ tt es ).
38 . T he s oc ia l s er v ic e pr o v i der e ns ur es t ha t t h e p ers on s er v e d c a n ac c es s a
c on t in u um of s er v ic es tha t s p a n f rom earl y i nt er v en t io n t o s u p por t an d res po n d t o
c ha n g in g r e q ui r em en ts 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 ders m eet th is c r it er ia 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
34
T he s oc i a l s er v ic e pr o v i der e ns ur es t ha t
th e pers o n s er ve d c an ac c es s a
c on t in u um of s er v ic e s . T he n a t ur e of
s er v ic es ag r e e d d ur in g t he c om pos it i on
of eac h I n d i vi d ua l P la n and t he
c ha n g in g ne e ds of p er s o ns s er ve d ar e
m onit or e d d ur i ng th e r e v ie w ( onc e or
t wic e a ye ar ) of t he I n d i vi d ua l P l a n ( an d
Re h ab i l it at i o n P l an , w ho has it) .
39 . T h e s oc ia l s er v ic e pr o vi d er d e ve l ops a s e am les s c o nt i nu um 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 ders do no t m ee t th is c r it er i a 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 .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
35
A lt h ou g h t he s er v ic e pro v i d er s u p por ts
th e im pl em ent a ti o n of s e am les s
c on t in u um of s erv ic es and p ro v i des
s er v ic es ac c or d in g to wh at is a gr e ed i n
eac h I nd i v i du a l P l a n o f pers o n s er v ed , i t
was u n ab l e to id e nt if y d u r in g t he a u d it
if , ho w, i n wh ic h do c um ent a n d wh en
th e or g an i za t i o n i d en tif ies an d r ep or ts
bar ri ers t o t h e s e am l es s c o nt i n uum of
pro gr am m es a nd o n a c c es s t o pr ogr am s
an d s er v ic es .
T he r eg u la t io n of i de n tif yi n g a nd
rep or t in g b arr iers to the s eam l es s
c on t in u um of pr o gr am m es a nd on
ac c es s t o pr o gr am s and s er v ic es m us t
be a dd e d t o t h e Q u a l it y Ha n d bo ok an d
im pl em ent e d a t l e as t onc e a ye ar e . g .
dur i n g th e f orm at io n o f A nn u al R e p ort .
K ui g i t e en us e os ut aj a t oe ta b t e en us t e
k atk em atu a he l a rak e nd am is t j a os ut a b
te e nus e id v as t a v a lt s e ll e l e, m id a iga
te e nus e s aaj a in d i v id u aa ls es pl a an is o n
k ok k u lep it u d, ei ol nu d a u di t i k äi gus
v õ im al ik tu v as t a da , k as , m il m o el ,
m ill is es dok um en d is j a m il l is e l h etk e l
tu v as t a tak s e ja rap ort e er it ak s e
tak is tus tes t s uj u v a ja j ärj e p id e v a
te e nus e os u t a m is el n in g
pro gr am m id el e /t e en us t e l e j uur d e pä äs ul .
T ak is tus t e t u va s tam is e ja
rap or te er im is e r e g ul a t s i oo n t u l eb l is a da
k va li t ee d ik äs ir a am atu s s e j a rak e nd a da
s ed a vä h em al t k ord aas t as nt a as t a
k ok k uvõ tt e te g em is e k ä ig us .
36
40 . T h e s oc ia l s er v ic e pr o v id er o pe ra tes s er v ic es f rom a h ol is t ic a ppr o ac h bas e d
on th e n ee ds an d ex p ec t at i o ns of t h e p ers o n s er v e d wi th th e a im of im pro v i ng t he
qu a l it y of l if e f or t he p er s o n s er v e 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 ders m eet th is c r it er ia 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
T he s oc i al s er v ic e pr o v i d er o p era te s
s er v ic es f r om a ho l is ti c ap pr o ac h b as ed
on th e n ee ds an d ex pec t at i ons of t he
pers o ns s er v ed wi t h th e a im of
im pro v i ng t h e ir qu a l it y of l if e. Im pro v i n g
th e q u a li t y of lif e of t he p er s o ns s e r ve d
is t h e m ai n c onc e pt i n or g an i za t i o ns ’
s er v ic e d e li v er y. T he tar g ets of q ua l i t y
of l if e are inc l u de d i n e ve r y In d i v id u al
P la n . A ls o t h e f e e db ac k - qu es t i o nn a ir e
of p er s o ns s er ve d c o nt a ins m os t l y th e
qu es ti o ns a d dr es s e d to e v al u at i o n of
th e ir q u al i t y of l if e . All em pl o ye e s
i nt er v ie we d br ou g ht ou t s e v er a l
ex am p les ab o ut im pr o v i ng t h e q u al i t y of
l if e of p er s ons s er v ed in e v er y - da y
work .
41 . T he s oc i a l s er v ic e pr o v i der i d en t if i es th e ne e de d c om pet e n c es , s k i l ls a n d
s up p ort f or s t af f to en ha nc e th e q u al i t y of l if e f or pers 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 ders m eet th is c r it er ia 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
T he s oc ia l s er v ic e pr o v i der has
i de nt if ie d the n e e d ed c om pe te nc es ,
s k il ls an d s u p por t f or s taf f to en h anc e
th e q ua l it y of l if e f or p er s o n s er v e d . T h e
s er v ic e pr o vi d er h as doc um en te d t h e
ru les of em pl o ye es ’ r ec r u itm en t a nd
ret e nt i on . T he c om pe te nc es an d s k il ls
of em pl o ye es ar e r e v ie we d d ur in g
ap pr a is a l i nt er v ie ws onc e a ye ar an d
th e im pr o vem en t ac t io ns ar e p l an n ed ( if
ne e de d) i n n ex t p er i o d p la n of t ra i n in g
an d d e v el o pm ent .
42 . T h e s oc i a l s er v ic e pr o v i d er id e nt if i es its bus i n es s res u lts a n d pro v i d es f orm al
per i o d ic an d i n de p e nd en t r e v i e w a n d pr oc e d ures t o ac h i e ve t h e tar ge t ed res 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 ders m eet th is c r it er ia 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
T he s oc ia l s er v ic e pr o v i der id e nt if i es i ts T he An n ua l Re p ort o f s erv ic e pro v i d er
bus i n es s r es u lts a nd pr o v i d es p er i od ic m us t c ert a in l y be c o m plem en te d wi th :
an d i nd e pe n d en t r e vi e w ( An n ua l R ep or t) (1) ac hi e v em ent of t he a n nu a l
an d pr oc e d ur es t o ac h ie v e t h e t ar g et ed obj ec t i v es (A n nu a l Plan tar g ets ,
res u l ts . I n a d d it i on a l l f am i li es pr o vi d e ap pr o ac h i ng t o t he t a rge ts i n s tr at eg y) ;
an n ua l wr itt e n s um m ar ies ab o ut th e ir (2) t he e va l u at i on of pre v en t at i v e
m ain ac h ie v em en ts . ac t i ons i n t h e f ie l d of ph ys ic a l, m en ta l ,
an d ec on om ic ab us e ; (3) t h e e v al u at i on
of b arr ie rs t o th e s ea m les s c o nt i n uum of
pro gr am m es a nd o n a c c es s t o pr ogr am s
an d s er v ic es ; (4) p ers on a l as s es s m ents ;
(5) org a n i za t io ns ’ e v a lu at i o n to its
ac t i v it i es he l p i ng p ers ons s er v e d t o f in d
s up p ort i n g p ers o n / s up p ort f am i l y ; ( 6)
as s es s m e nt t o t h e i n v o l vem en t p o l ic y of
pers o ns s er v ed ; ( 7) c o nc l us i ons of
d if f ere nt s at is f ac t io n s ur v e ys ; (8)
o ver a l l res u lts ac h i e v ed in t h e ar ea of
em po werm en t and s e lf - de t erm in at i on ;
(9) t he ef f ic ac y of tra i n in g s .
A as t ak ok k uv õt e t u le b m uut a o l u l is e l t
s is ul is em ak s ja k aj as ta d a s e l l es
k ind l as t i : (1) aas t as t e e es m ärk id e
s aa v u tam is t ( a as t a pl aa n i e es m ärg i d,
are n g uk av a e es m ärk i de s aa v ut am is e
po o l e l i ik um ine) ; (2) e n ne tus t eg e v us e
h in d am is t f ü üs i l is e , v a im s e ja
m aj and us l ik u ärak as ut am is e
v a ldk o nn as ; ( 3) t ak is t us i t ee n us e
s uj u v a l os ut am is e l ja
pro gr am m id el e /t e en us te l e j uur d ep ä äs ul ;
(4) p ers on a a ls e i d hi n na n gu i d; ( 5)
as u t us e h i nn a ng u t om a t e ge v us el e
ab is tam ak s tee n us e s aaj a id l ei dm ak s
tu g i is ik u t/ tu g ip er e; (6) h in n an g ut
te e nus e s a aj at e os a l em is e po l i it ik a le ;
(7) k ok k uvõ tt e i d r a hu l o lu - u ur i ng ut es t ;
(8) j õ us t am is e , en es em äär am is e
v a ldk o nn as s a a v u ta t u d (ü l d is e d
tu l em us e d) t ul em us i ; (9) k oo l it us t e
ef ek ti i vs us t .
39
43 . T he s oc ia l s er v i c e pr o v i der i de n tif ies an d r eg is ters th e ou tc om es an d
be n ef i ts f or per s o n s e r v ed of th e rec e i ve d s er v ic es on in d i v i du a l an d c o l l ec t i v e
bas 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 ders m eet th is c r it er ia 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
T he s oc i a l s er v ic e p r o v id er id e nt if ies A nn u a l re v ie ws of ea c h f am il y s h ou l d
an d re g is t er s t he outc om es an d be i nc lu d ed (a t le as t br i ef l y) i n t h e
be n ef i ts f or per s o n s er v e d of th e A nn u a l Re p ort of s er v i c e pr o vi d er .
rec e i v e d s er v ic es on i n d i vi d ua l a nd
P ere t öö k ok k uvõ tt e d tu l ek s l is a d a
c o ll ec ti v e b as is . I n d i v i du a l ou tc om es
an d b e n ef its ar e i de n tif ie d d ur i ng (k as võ i l üh i d al t) as u tus e aas ta
k ok k uvõ tt es s e .
re v ie w of e ver y In d i v id u al P l a n.
Co l l ec t i v e ou tc om es an d b en ef i ts ar e
i de nt if ie d in a nn u al r e v ie ws of e v er y
f am il y.
44 . T h e s oc ia l s er v i c e pr o v i d er e va l u at e s i ts bus i n es s r es u l t s i n or der t o
de t erm in e bes t v a lu e f or pur c h as ers a n d f un d ers ( ‘b es t v a lu e ’ c a n a ls o b e
ex pr es s e d i n r el a ti o n to th e inc r e as e d qu a l i t y of l if e of f ere d t o t h e p ers on b ei n g
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 ders m eet th is c r it er ia 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
T he s oc i a l s er v ic e pr o v id er e va l ua t es
its b us i nes s r es u l t s in or d er to
de t erm in e bes t v a l u e f or p ur c h as ers
an d f un d er s .
40
45 . T he s oc i al s er v ic e pr o v i der e v al u a tes th e i nd i v i du a l an d c o ll ec ti v e
s at is f ac t io n of p er s on s s er v e d a n d ot h er s t a k eho l ders b y i nt er n al an d /or ex t er na l
e va l u at i on .
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 ders m eet th is c r it er ia 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
T he s oc i a l s er v ic e pr o v id er e va l ua t es S at is f ac ti o n q u es t i on na ir e s ho u ld be
th e in d i v id u a l an d c o ll ec ti v e s en t to m os t/ a l l e nc o u nt er ed
s at is f ac t io n of p er s ons s er v ed and s tak e ho l de rs (c urre n tl y it is s e nt
ot h er s t ak eh o ld er s an n ua l l y t hr o ug h s e lec t i ve l y) .
s pec i a l q ues t io n na ir e.
Ra h ul o l u - k üs im us t ik t ul ek s s a at a
k õik id e le p art ne ri t el e , k el le g a k ok k u
pu u tu tak s e . H etk e l s aa d et ak s e seda
v a lik u l is e l t.
46 . T he s oc i a l s er v ic e pr o v id er pr o v i des a c c es s ib l e a nd eas i l y un d ers t a nd a b le
rec o rds o n o utc om e, i nc lu d in g p ers on a l p erc ep t io n 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 ders do no t m ee t th is c r it er i a 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 .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
41
T he a u d it r e v ea l e d th at t he s er v ic e
pro v i d er s ubm i t s the re po rts on the
res u l ts of i ts ac t i v i t i es o nl y to the
B oar d of G u ar d ia ns (wh ic h d oes n ’t
i nc l u de al l r el e v an t s t ak eh o l ders ) .
S inc e t he fall 2 01 5 th e i n di v i d ua l
m onth l y s um m aries of e ac h p ers on
s er ve d is f orm ed a nd s h ar e d wi th
h is / her a d v oc a te . F ur th er e v id e nc e of
th e pr es e nt a ti o n of org a ni za t i o ns ’
op er at i o na l res u lts ( i n c l. t o res t of th e
i nt eres t ed s t ak eh o ld ers ) was n ot
pos s i b le t o f in d d uri n g t h e au d it , a nd
th e ne e d to g et r e v ie ws of
org a n i za t io ns ’ work an d r es ul ts wer e
rep e at e d l y r ef err ed b y t he s t ak eh o ld ers
i nt er v ie we d .
T he au d it a ls o r e v ea l e d th at t h e A nn u al
Re p ort d oes n ot c o nt a in a n y pers o na l
as s es s m e nt. A n nu a l R e po rt is not
pres e nt e d to pers o ns s er v e d an d,
bec a us e it is no t p ub l is he d on th e
we bs it e or els e wh e re, it is q ui t e
d if f ic u lt t o ac c es s i n c as e of i n ter es t .
T he org a n i za t io n m us t pr es en t its
res u l ts of ac t i v it i es s i gn if ic a nt l y l arg er
s c a le ( e . g. to all i nt er es t e d
s tak e ho l de rs ). A ls o, it is h i gh l y
rec om m end ed to s har e i nf orm at i on
m ore pr oac t i ve l y wi t h p art n ers – f or
ex am p le , t o s h are t h e An n ua l R ep ort ,
org a n i ze at le as t o nc e a ye a r an
i nf orm at io n da y or d is c us s io n s em in ar /
rou n dt a b le to n e go t ia te or ga n i za t i on ’s
obj ec t i v es / ac t i v it i es , c o l lec t i ve d es ig n
of s er v ic es a nd so o n. T he An n ua l
Re p ort s h ou l d als o be pr es en te d to
pers o ns s er v e d (i n un ders t an d ab l e
f orm ) . In a dd i t io n , it is h ig h l y
rec om m end ed to p ub l is h ( at le as t
br ief l y) th e A n nu a l Re p ort on
org a n i za t io n webs i te . 42
47 . T h e s oc ia l s er v ic e pr o v i d er ac t i v e l y di s s em in at es or ga n is a t i on p erf 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 ders do no t m ee t th is c r it er i a 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 .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
43
A lt h ou g h t he em pl o ye es a re we l l
i nf orm ed of th e org a n i za t i on ’s ac t i v it i es
an d res u lts , th e i nt er v i e ws re v e a le d t ha t
i n s e v er a l oc c as i ons th e s t ak e ho l ders
s ee s h ortc om in gs in or g an i za t i o n
pro ac ti v e ( im por t a nt) i nf orm at i on
s har i n g.
T he or ga n i za t i on m us t c ons i d er f urt her
wa ys and c h an n e ls of i nf orm at io n -
s har i n g to e ns ure t h at a l l p art i es ar e
i nf orm ed, t h e ir i nt e res ts t ak en in t o
ac c o u nt or at l eas t c ons i d ere d an d
i nf orm at io n of or g a n i za t io n ’s r es ul ts
ac t i v e l y s ha re d.
K ui g i t ö öt aj a d on org a n is a ts io o ni
te g e vus es t ja tu l em us tes t h äs ti
i nf orm eer it u d , ilm nes i nt er vj u u d e k ä ig u s
m itm el k orral , et h u v ip o ol e d n äe v a d
i nf o, sh ol u l is e i nf o, pro ak ti i vs es
j ag am is es as ut us e po o lt m itm e id
pu u duj ä äk e.
As ut us pe a b t ä ie n d a v a lt l äb i m õt l em a
i nf o j a gam is e v i is id j a k ana l id , e t t ag a da
k õik id e os a p o ol t e i nf orm eer it us ja
hu v i d e t as ak a a lus ta tu d ar v es tam i ne
n in g as u tus e te g e vus e t u lem us t e k oh ta
ak ti i v ne inf o j a g am in e.
48 . The s oc i a l s e r v ic e pr o v i der h as a s ta n dar d pr oc e d ure f or 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 ders m eet th is c r it er ia 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 .
44
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e pr o v i de r h as a W hile im pro v em en t p roj ec ts of q ua l it y
s ta n dar d pr oc e d ur e f or c o n ti n u ous wer e ab l e to i d en t if y wh e n ex am in i n g
im pro v em ent on the b as is of an th e An n ua l P la n , it is h o we v er
im pro v em ent c yc l e. T he pr oc ed ur e is rec om m end ed to c l e ar l y d if f ere nt i a te
doc um en te d i n Q u a l i t y H an d bo ok an d th em .
im pl em ent e d f or e x am pl e t hr ou g h
proc es s of a nn u a l p la n n in g a nd r e v ie w.
49 . T he s oc ia l s er v ic e pr o v i de r i d en t if i es p e rf orm anc e in d ic at ors f or m eas ur i n g t he
res u l ts of t h e im pr o v e m ent ac t i ons .
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 ders m eet th is c r it er ia 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
T he s oc ia l s er v ic e p r o v id er i d en t if i es
perf orm anc e i n d ic a to r s f or m eas ur i ng
th e r es u lts of th e im pr o vem en t ac ti o ns .
50 . T h e s er v ic e pr o v i d er i ntr o duc es a nd m a n ag es i n no v at i v e wa ys of work in g th a t
ha v e b e en id e nt if i e d b as e d o n t he n e eds of 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 ders m eet th is c r it er ia 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
T he s er v ic e pr o v id er i ntr o duc es a nd A lt h ou g h i nn o v at i on pr oj ec ts can in
m anag es i n no v a ti v e wa ys of work i ng pr inc i p le b e f ou n d i n th e An n ua l P la n ,
th at h a v e b ee n i d en t i f ie d b as e d o n th e th e y s h ou l d be m ore c l ear l y
ne e ds of s t ak eh o ld er s . R ec en t ex am pl e d if f ere nt i at e d an d pr e s en t ed a ls o i n t h e
– b as e d on th e n e eds of per s o ns s er v e d A nn u a l Re p ort .
an d s om e s t ak eh o ld er s t h e r oom s of
s af e h om e wer e s e pa r at e d f r om room s K ui g i i nn o v ats i o o n ipr oj ek ti d on
aas t ap l aa n is t põ h im õtt e lis e lt le i ta v a d,
of s u bs ti t ut i on h om e.
tu l ek s ne e d s i is k i s el gem a lt er is ta d a j a
v ä lj a t uu a k a a as ta k ok k uvõ tt es .
46
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 pt io n of t he a cti on s
( in clud ing SM ART ob je ctiv es )
47
1 T he pr o- ac t i ve c oo p er at i on wi t h a f un d er a nd ot h er s tak e ho l d ers m us t
be en h anc e d s i gn if ic a nt l y :
- T he s er v ic e pr o vi d er s ho ul d d e v e lo p a n d im plem e nt a m od e l of
s ys tem at ic i n vo l v em ent ( b ot h i n s er v ic e d es ig n an d e v a lu at i o n) of
s tak e ho l de r s ( b ot h d oc um en t ed an d in p rac t ic e) a n d a gre e t he
pr inc i p les wi th t h em b ef or e im pl em en ta t io n .
- It is h ig h l y r ec om m ende d to s h ar e i nf orm at i on m or e p ro ac t i v e l y wit h
s tak e ho l de r s – e. g. t o s h ar e t h e A n n ua l Re p ort , or g an i ze at l eas t
onc e a ye a r a n i nf or m at i on d a y or d is c us s io n s em in ar / r ou n dt a b le t o
ne g ot i at e or ga n i za t io n ’s obj ec t i v es / ac t i v it i es , c o l lec t i ve d es i gn of
s er v ic es a n d s o o n.
- Fe ed b ac k qu es t i on n ai r e s h o ul d be s en t t o a l l s ta k eh o l ders wi t h wh om
th e s er v ic e pr o vi d er c on n ec ts d ur i ng s er v ic e d e l i ver y.
De a dl i n e : d e v e lo pm ent the m ode l of s ys t em at ic i n v o l vem e nt of
s tak e ho l de r s , s h ar in g t he An n ua l P l a n wi t h a ll s t ak eh o l ders : J an u ar y
20 1 5; r e v i e w a nd u pd a te of An n ua l P l a n in c o o per a ti o n wi t h al l
s tak e h o l de r s : A pr i l a n d S ep t em ber 2 01 6 (d u ri ng t h e s p ec i a l m e et i ng) .
O l u lis e lt t u le b s u u r en d a da pr o ak ti i vs e t k oos t öö d p art n er i te g a,
r ah as taj a ga j t h u v ip o o lt e ga :
- T ule b t ek it ad a p art ner i te s üs t eem s e k aas am is e (n i i te e n u s te
k uj un dam is s e, hi n d a m is s e k ui ka nt as u tus e aas t ap l a an i
k oos t am is s e) m ude l (n i i d ok um ent eer i tu d k uj u l k ui k a teg e l ik k us es ) j a
r ääk i d a s e l le p õ h im õtt ed hu v i po o lt e g a l äb i .
- P ar t n er i t e le tu l e b j a g ad a o lu l is e lt r o hk em pro ak t ii vs e lt i nf o t - nt
s aa t a as u t us e a as ta ar u an n et , k or r a ld a d a v ä hem al t k or d a as tas
i nf op ä e v või aru te l us em i nar / üm arl au d nt o rg a nis a ts i o on i
ees m är k id e /t eg e v us t e l äb i rä äk im is ek s j n e.
- T agas is i de - k üs im us t ik tu lek s s aa ta k õ ik id e l e (v õ i v ä hem a lt
r ohk em at e le) os a p oo l t e le , k el le g a te e n us e os u t am is e k äi gus k ok k u
pu u tu tak s e .
T äht ae g : k aas am is e m ud e l j a a as ta p la a n i s a atm in e k õ i gi l e os a p oo l te l e:
j aa n uar 20 1 6; a as ta p la a ni ü le va a tam i ne /t ä ie n dam i ne k oos k õ ik id e
hu v i p oo l te g a: a pr i l l j a s ep t em ber 2 01 6 (ü h is k oos o l ek ul) .
48
2 T he ex ac t p ol ic y a n d pr oc ed ur es ( i n f orm of a doc um en t) of ac t i v e
par t ic ip a ti o n of p er s on s s er ve d t o id e nt if yi n g th e ir n e eds , t o d es ig n a n d
e va l u at e t h e s er vic e m us t be d e v el o p ed . T he e v a lu a ti o n of p art ic i pa t io n
po l ic y of p er s o ns s e r v ed s h o u ld b e m ad e m ore tr ans p ar en t . A ls o,
i nf or m at io n s h ou l d b e ad d ed t o A n n ua l R ep o rt.
De a dl i n e : M ar c h 2 01 6 .
V älj a t ul e b tö öt a d a s e lg e p o li i t ik a j a pr ots ed u ur id ( pro ts es s ) t e en us e
s aaj at e ak ti i vs ek s k aas am is ek s n e nd e v aj a d us t e v ä lj as e lg i ta m is s e,
te e nus te p la n eer im is s e ja t ee n us t e h i nd am is s e . S a m ut i t u lek s
s uur e n da d a t e en us e s aaj at e os a lem is e po l i i tik a h i nd am is e l ä b ip a i s tv us t
j a s e ll e t u lem us e d l is a da aas ta k ok k uvõt t es s e.
T äht ae g : m är ts 2 0 16 .
3 T he h om epa g e s h ou l d c o nt a in m uc h m ore i nf orm at i on ab o ut the
or g a n i za t io n an d it s s er v ic es – e. g. s er v ic e pr oc es s , s er v ic e
de v e l opm en t, f or t hc o m ing im por ta n t e ve nt s (e .g . l ink t o or ga n i za t i ons ’
Fac eb o ok ac c o u nt) et c . I n ad d it i o n, i t is h i g h l y rec om m ende d to p ub l is h
( at l e as t br i ef l y) th e A nn u a l R e por t on or g a n i za t io n we bs it e , as we ll as
Co d e of Et h ic s , t he r i gh ts a nd du t ies of p e rs ons s er ve d a n d th e ro l es
an d f u nc t i o ns of em pl o ye es ( pos i t io ns ) d ir ec t l y i n vo l v e d wit h s er v ic e
de l i v er y.
De a dl i n e : D ec em ber 2 01 6 .
As ut us e k o du l e he l e t u l ek s pa nn a ol u l is e l t r ohk em inf o t org a n is a t s i oo n i
te g e vus e j a te e nus t e k oh t a – nt t ee n us e pro t s es s , t ee n us t e ar e nd a m ine ,
o lu l is t e e es o le v a te s ün dm us t e/ ür it us t e k o ht a (n t vi i d e FB k o nt o le) .
S am uti tu l ek s k odul eh e l a v a l da d a a as t aar u a nn e (k as v õ i p i ir at ud
m ahus ) , e et ik ak oo d e k s , k lie nt i de õ i gus e d - k oh us t us ed ja v ä hem a lt
k lie n d ig a o ts es e lt k ok k u pu u tu v a p ers on a l i ( am et ik oh ta d e) p ea m is ed
f unk ts i o on i d n in g r o l l i d te e nus e p ak k um is e l.
T äht ae g : de ts em ber 2 01 6 .
49
4 T he pr oc es s of s er v ic e d el i v er y s h o u ld b e d es c r ib e d i n m ore de t ai l (i nc l.
dr a w, if p os s i bl e , pr oc es s c har t) b ot h i n Q u a l it y H a nd b ook a nd on
we bs it e. T he s u gg es t i ons o n s er v ic e d e l i v er y proc es s m ad e b y t h e
pur c h as er s , f u n der , an d ot he r s t ak eh o ld ers m us t be c le ar l y f ix e d
( pr ef er a b l y d oc um ent ed) a nd ac t i ons h ig h l i gh te d h o w a nd wh at wer e
do n e i n or der t o m eet or at le as t c ons i d er th e s u gg es t i o ns .
De a dl i n e : J a n uar y 2 0 1 6 .
T een us e os ut am is e pr ots es s i tu l ek s t äps us t ad a (s h n t t eh a võ im a lus e l
j oo n is ) n i i k va l it e ed i k äs ira am at us k ui k od u le h el . T ee nus e os tj at e j a
r ah as taj a m är k us ed t ee n us e os u t am is e pr ots es s i k oht a t u le b s e lg e lt
f ik s eer id a ( ee l is t a ta v a lt d ok um ent e er id a) n in g vä lj a t uu a t e ge v us e d ,
m ida e tt e v õ et i, et m är k us te le v as t at a.
T äht ae g : j aa n uar 20 1 6 .
5 T he t ar ge ts of th e A n n ua l P l an c o u l d b e m or e c le ar l y l ink e d wi t h a c ti o ns
un d er t ak en t o ac h ie v e th e t ar ge ts . A ls o, t he re v ie w of im pl em ent a ti on of
A nn u a l P l a n ( d ur i ng t h e ye ar) s h ou l d b e d on e o n r eg u l ar b as is . It i s a ls o
r ec om m end ed to c l ear l y d if f e r en t ia te t he in n o va t io n a nd qu a l it y
im pr o v em ent pr oj ec ts i n A nn u a l P l an .
De a dl i n e : J a n uar y 2 0 1 6 .
A as t ap l a an is v õ ik s e es m ärg id s e l gem a lt s i du d a t e ge v us t e ga . L is ak s
pe ak s aas ta p la a n i te ge v us t e t ä itm is e ü le v a at us t o im um a
r eg u l aar s em al t . S am ut i on s o o vi t a v er i s ta d a a as t a p la a nis s e lg e lt
i nn o v ats i oo n i j a k v a l it ee d i p ar en d us pr oj ek ti d.
T äht ae g : j aa n uar 20 1 6 .
50
6 J ob d es c r ip t io ns s h o u ld be s ys te m at ic a l l y re vi e we d , h arm on i ze d, an d
up d at e d to the changed c irc um s ta nc es . In a dd i ti o n , it could be
c ons i d er e d to as k , wh i l e a gr e ei n g t h e p la n o f tra in i n g an d de v e l op m ent,
th e f ee d bac k of a f u nd er an d m os t im por t an t p ar tn ers o n em p l o ye es
tr a i n in g n e eds .
th th
De a dl i n e : th e h ar m on i za t i on a nd u p da t e of j ob d es c r i pt i on : 4 - 5 of
J an u ar y 2 0 16 ( on d e ve l o pm ent m eet i n g); s ys t em at ic re v i e w: eac h
J an u ar y s ta r t i ng a t 2 0 17 .
Am et ij u h en d id tu l e b s üs t e em s elt ü le v aa d a ta j a ü ht l us t a da , u u e nd a da
v as t a v al t m uu t un u d o l ud e le . L is ak s v õ ik s k ool i tus v aj ad us te
k ok k ule pp im is e l k üs i da ka nt ra h as t aj a ja m õni ng at e as u t us e g a
i ga p äe v as el t k ok k u pu ut u v at e p art n e rit e t a gas is i de t p e rs on a l i
k ool i tus v aj a d us t e os as .
T äht ae g : am et ij u h e nd i te üh t lus t am in e: 4. - 5. j a a nu ar 20 16
( ar en g uk oos ol ek u l) , ü l e v a at am in e: ig a a as t a j a an u ar is .
7 T he Q u a l it y Ha n db o ok c ou l d b e c om plem e nt ed wi t h t he i nf orm at i o n o n
ho w t h e p l a n of tr a i n in g a n d d e v e lo pm en t is f ram ed a nd h o w em pl o ye es
ge t to k no w ab o ut t he ir d e v e lo pm en t op t i ons , as we l l as h o w t h e
ef f ec t i ve n es s of tr a in i ng ac ti v i t ies ar e m e as ur e d. I t is r ec om m en d ed
a ls o t o us e t h e tr ai n i ng f e ed b ac k f orm af te r e v er y tr ai n i ng in or der t o
m ak e t he as s es s m en t m ore c o h er en t.
De a dl i n e : F e br uar y 2 0 16 ; t h e tr a i ni n g f e ed b ac k f orm wi l l be c om pos e d
i n Dec em ber 2 0 15 .
K v al i te e d ik äs ir a am atu t tu l ek s tä ie n da d a inf og a, k u i das s ün n i b
k ool i tus p la a n j a k u i da s s aa v a d t ö öt aj a d t e a da om a ar e ng u v õ im al us t es t
ja k ui das m õõ d et a k s e k ool it us t e ge v us e ef ek t i i vs us t. S o o v it us :
r ak en d ad a k oo l it us te ta gas is i d e k üs im is e v orm i, e t hi n dam i ne ol ek s
üh ts et e l a lus te l .
T äht ae g : v e ebr u ar 2 0 16 , t ag as is id e k üs i tl u s e v orm va lm ib d ets e m bris
20 1 5.
51
8 T he r e gu l at i o n of em p lo ye e s ’ ac t i v e i n v o l v em ent on th e d es i gn an d
e va l u at i on of s er v ic es s ho u ld be m ad e m ore s u bs t a nt i v e . F urt h er m ore,
i n c ha p ter of par t ic i pa t io n ( in Q ua l i t y H an d bo ok ) th e ref er e n c e to
Ins tr uc t io n of O r g an i zi n g M e et i ngs s h o u ld b e m ad e th at ex p l a i ns in
de t ai l t h e f or m s of p ar tic i p at i on .
De a dl i n e : F ebr u ar y 2 0 16 .
T ööt aj a te ak t i i vs e k aas am is e e es k ir i t ee n us t e k uj u n dam is s e ja
h in d am is s e tu l ek s m uuta o l u lis e l t s is u lis em ak s . L is ak s tu l ek s
k va li t ee d ik äs ir a am atu s te ha k aas am is e j uur es v i i de k o os o lek ut e
j uh e nd i l e, m is s e l g it a b t äps em al t l a ht i k a as a m is e vo rm id.
T äht ae g : v ee br u ar 2 01 6.
9 T he p o l ic y a n d pr oc ed ur es f or as s ur i n g th e c o nf i d e nt i al i t y m us t be
r e v ie we d and des c r i be d in m uc h m ore d et a i l. Fur t herm or e , the
or g a n i za t io n m us t im pl em ent a m ec h an is m to e ns ur e t h at a t l e as t onc e
e ver y 2 ye ar s th e c o nf i de n ti a l it y pr oc e d ur es a n d t he ef f ec t i v en es s of
im pl em ent a ti o n t he p r i nc ip l es wou l d b e re v i e we d i n c o o per a ti o n wit h th e
per s o ns s er v ed an d t h e ir ad v oc at e s .
De a dl i n e : J a n uar y 2 0 1 6.
K onf id e nts i aa ls us põ h i m õtte d tu l e b k v a li t ee d ik äs ir a am atus ü l e v aa d at a
j a o l u l is e l t p õ hj a l ik u m ak s k irj uta d a. L is ak s tu l eb vä h em alt 1 k ord 2
aas t a j o ok s ul va a da ta k o nf i de n ts i a a ls us p õh im õt et e pr ots ed u ur i d ja
ne n de r ak en d am is e ef ek ti i vs us ü l e k oos t ö ös te en us e s a aj a t eg a j a ne n de
es in d aj a te g a.
T äht ae g : j aa n uar 20 1 6 .
52
10 T he c ha pt er of em po werm ent i n Q u a l it y H an db o ok s ho u l d be d es c ri be d
i n m or e de t ai l ( e. g. w ha t ex ac t l y are th e c o ntr i bu t in g m eas ures , h o w t o
as s es s t h e ef f ec t i v en e s s of th e m eas ur es , et c .).
De a dl i n e: F ebr u ar y 2 0 16 .
J õus t am is e os a tu l ek s k va l it e ed ik äs ir aam a tus k irj e l da d a põ hj a li k um alt
l ah t i ( n t t ä ps e l t m il l is t e m eetm et e ga k aas a a i da tak s e , k ui das tek i t a tak s e
j õus ta v k es k k ond, k ui d as h in n at ak s e m ee tm ete ef ek ti i vs us t j n e).
T äht ae g : v ee br u ar 2 01 6.
11 It is r ec om m end e d t o s yn c hro n i ze a n d em be d am on g em pl o ye e s e v en
m or e th e u nd er s ta n di ng of th e k e y c o nc e p ts s uc h as et h ic s ( inc l ud i ng
et h ic a l d i lem m as an d v a lu e c o nf l ic ts ) , em po we rm ent , qu a l it y o f lif e,
m ult id is c i p li n ar y s e r vi c es , s e lf - d et erm in at i o n e tc . T h is c a n be do n e
thr o ug h i n ter n al s em inar / dis c us s i on t ak i ng p lac e , f or ex am pl e, o nc e a
ye ar .
De a dl i n e : on e s ubj ec t is t ak en un d er d is c us s i on i n e v er y m on th ( dur i n g
th e g e ne r a l m ee ti n g) , s tar ti n g a t 2 0 16 . T h e ac t i vi t y wi l l b e f ix ed i n
A nn u a l P la n .
As ut us e s is es e lt t u l e k s peam is te k on ts e p ts i o on i d e na g u e et ik a (s h
ee t i lis e d d i lem m ad ja v äär t us k onf l ik ti d) , j õ us t am in e, e l uk v a l it e et ,
m ult id is ts ip l i na ar s ed tee n us ed , e nes e m ääram is õ i gus j ne . os as
k or r al d ad a n t k or d a a s tas t ö öt aj a t el e vä h e m alt s is es em in ar/ ar ut e lu , et
n im eta tu d k o nts e pts i o on i d es t ar us aam is t üh t l us t ad a j a k in n is t a da .
T äht ae g : a l a tes 2 0 16 v õ et ak s e i ga k uu ü l dk oos ol ek u l ar ut l us e l ük s
te em a, te g e vu s m är g i t ak s e k a aas t ap l aa n i ( k uu d e l õ ik es ) .
53
12 T he r e gu l at i on of i d e nt if yi n g a nd r ep ort i n g b arr i ers to t h e s ea m les s
c on t in u um of pr ogr am m es and o n ac c es s t o pro gr am s and s er vic es m us t
be a d de d t o th e Q u a li t y H a n db o ok an d im pl e m ente d at l e as t o nc e a ye ar
e. g. dur i n g t h e f or m ati on of A n nu a l R ep or t .
De a dl i n e : d ur i ng 2 0 1 6.
S uj u v a ja j ä r j ep i d e va t ee n us e os u t am is e l n i ng
pr o gr am m id el e /t e en us te l e j uu rd e pä äs u l t ak is t us t e t u vas tam is e ja
r ap or te er im is e r e gu l a ts i o on tu l e b l is a da k va li t ee d ik äs ir a am atu s s e j a
r ak en d ad a s e d a vä h e m alt k ord aas t as n t aas t a k ok k uv õtt e te g em is e
k äig us .
T äht ae g : 20 1 6 j o ok s ul .
54
13 T he An n ua l Re p or t m us t b e m ad e m ore s u bs t a nt i v e a n d c om p le m ente d
wi t h:
- Ac hi e v em ent of th e an n ua l obj ec t i v es (A nn u a l P l an t ar g ets ,
ap pr o ac h i ng t o t he t ar ge ts i n s tr at eg y ) ;
- T he e va l u at i on of pr e v en t at i v e ac t i ons in t he f i e ld of p h ys ic a l ,
m enta l , an d ec o nom ic ab us e ;
- T he e v a lu at i o n of bar ri ers to the s e a m les s c on t in u um of
pr o gr am m es a n d o n a c c es s to pro gr am s an d s er v ic es ;
- P er s o n a l as s es s m e nts ;
- O r g an i za t i o ns ’ e v a l ua t i on t o its ac t i vi t i es h e l p in g p ers o ns s er v ed
to f i nd s up p or t i ng pers on / s up p ort f am il y ;
- As s es s m ent t o t he p o l i c y of p art ic ip a t io n of p e rs o ns s er v e d;
- Co nc lus i o ns of d if f er e nt s a t is f ac t i o n s ur v e ys ;
- O v er al l r es u lts ac h ie v ed i n th e ar ea of em po we rm ent a nd s e lf -
de t er m in at i on ;
- T he ef f ic ac y of tr a in i n gs .
T he A n nu a l R ep or t s ho u l d a ls o be pr es e n te d t o p ers o ns s e r ve d (i n
un d er s t a nd a b le f or m ) .
De a dl i n e : al l r ec om m enda t i on s are tak e n i nt o ac c o u nt dur i ng th e
f or m ati on of A n n ua l R ep or t 20 1 5 (c om pl e te d i n J a n uar y 2 0 1 6) .
A as t a k ok k uv õt e t u le b m uut a o l u l is e l t s is u l i s em a k s j a k aj as t ad a s e ll es
m uuhu l g as :
- A as t as t e e es m ärk ide s a a vu t am in e ( aas t ap l a an i e es m ärg i d,
ar e n g uk av a e es m ärk id e s a a vu tam is e p oo l e l i ik um in e);
- E nn et us te g e vus e h i n dam i ne f ü üs i l is e, va i m s e j a m aj an d us l ik u
är ak as ut am is e va l dk o nn as
- T ak is tus ed t e en us e s uj u v a l os ut am is e l ja
pr o gr am m id el e /t e en us te l e j uur d e pä äs ul .
- P er s o n aa ls e d h in n an g ud ( nt p er ed e k ok k uv õ tt ed) ;
- As ut us e h i nn a ng om a t e ge v us el e a bis t am ak s te en us e s a aj ai d
l ei dm ak s tu g i is ik u t/ tu g i per e;
- Hi n na n g te e nu s e s a aj at e os a le m is e po l i it ik a l e ;
- K ok k uvõt t ed r ah u lo l u - uur i n gu t es t ;
- J õus t am is e, e n es em ä äram is e v a ldk o nn as s aa v u ta tu d (ü l d is e d
tu l em us e d) tu l em us e d ;
- K oo l it us te ef ek ti i vs us .
A as t a k ok k uvõ te t v õ ik s tu t vus t ad a ka t ee n us e s aaj at e le n e i le
ar us a a da v as v or m is .
T äht ae g : k õik vä lj at o od u d e tt ep a nek u d v õ et ak s e ar v es s e 20 1 5. aas ta
55
56
5. Closing remarks
S i im us ti O r ph a na g e M ets at ar ek e h as pr o v id ed s oc i a l s er vic es s i n c e 19 9 3, a nd is
pro v i d i ng s ubs t it ut i o n hom e s er v ic e s i nc e 20 0 0. T h e s oc i al s er v ic e pr o v id er als o
pro v i d es s he l ter a n d c h il d c ar e s er v ic es b ot h to n orm al a n d d i s ab l e d c hi l dr en .
S er v ic e pr o v i der a p p li es f or t he EQ U A S S As s ura nc e c ert if ic a te f or s u bs t i tu te h om e
s er v ic e , wh ic h is i ts m ain ar e a of ac t i vi t y. S er v ic e pr o v i der was ap p l ic a b l e to t h e
EQ U AS S As s u r a nc e c r it er i a f or t h e f irs t t im e i n f a l l 2 01 3 .
T he s oc ia l s er v ic e pr o v id er h as a num b er of s tre ng t hs th a t was s ee n d ur in g t h e
au d it a n d m us t be a pp r ec ia te d . F or ex am p le , a pr o per a n d d e ta i l e d An n u al P l a n is
f orm ed r eg u la r l y, i n w h ic h t he ac t i v it i es ar e s et o ut e ve n o n a m on th l y b as is . T her e
is a f u nc ti o n in g m ul ti - f ac et e d s ys t em of m eet i ngs , p ers o ns s er v e d ar e inc l u de d a t
l eas t o nc e a m on th to f am i l y m eet i ngs . T he t op ic s of th e m ee t in gs an d m ai n
dec is i ons ar e f ix e d in th e p r o t oc o ls . O r ga n i za t i on ’s v is i on , m is s i on , pr inc i p les of
et h ic s an d c on c e pts s uc h as im pr o v em en t t he q u al i t y of l if e of p e rs ons s er v e d an d
em po werm en t ar e t h o r ou g h l y th o ug ht t hr ou gh b y t h e em p l o ye es a nd c om pl ia nc e
wi t h t h e pr inc i p les in da i l y wo r k c an b e c l e ar l y id e nt if ie d . T he s ys tem at ic Q u a l it y
Ha n db o ok is i n p l ac e , wh ic h is r e gu l ar l y re v i e wed a nd , if nec es s ar y, r e v is e d an d
up d at e d. V er y r e g u lar per s o ns s er v e d a n d e m plo ye e f e e db ac k s ur v e ys ar e in p l ac e ,
th e s at is f ac t io n of p e r s ons s er v e d is hi g h, em pl o ye es ’ s at is f ac t i on is we ll a b o ve
a ver a g e. O r g an i za t i o n ’s i n it i at i v e (s i nc e f al l 20 1 5) to s t ar t f orm ing m on t hl y
s um m ar y ( pr o gr es s o f im pr ov em ent) on e ac h per s o n s er v ed a nd s har e i t wit h
h is / her ad v oc at e d es e r v es s p ec i a l rec o gn i t io n .
S er v ic e pr o v id er , d es p it e of m an y s tr en g ths , has g on e thr o ug h a c om pl ex p er i od i n
th e in t er im two ye a r s i nc l . t h e n e w d ir ec tor ap p o in te d i n t h e s um m er 20 15 . T hes e
oc c ur re nc es ar e i n ad d it i o n to o t her p ro ba b l y c o ntr i b ut ed t o t he inc o ns is t en t
im pl em ent a ti o n of c er ta i n pr i nc i p l es of EQ U A S S As s ur anc e . T he org a n i za t io n h a s
rec e n tl y m a n ag e d to s ta r t th i nk in g of im pl em en t in g s e v er al de v e lo p m ent ne e ds th a t
wer e p o in t ed ou t i n t h e l as t au d it , a ls o s ta g na t io n is no t ic e d in s o m e areas a n d th e
s ys tem th at wa s pr es e nt e d i n 2 01 3 has n ’t b e en i n l as t 2 in t erim ye ars im pl em ent e d
an d d e v el o pe d in c er t a in ac t i v it i es .
O n e of th e m a in d e ve l opm en t n e ed is s e tt i ng up th e c o o per a ti o n an d i nf orm at i on
s har i n g s ys t em wit h p ar t n er s , f u n de rs a n d ad v oc at es , i nc l. th e f ee d bac k g i v en b y
th e or g an i za t i o n to th e ir s u g ges t io ns . T he c l ear s ys tem of in v o l vi n g s t ak eh ol d ers t o
s er v ic e des i g n a nd e v a lu at i o n m us t be c r e at e d a nd t h e ir p art ic i pa t io n in f orm in g
th e A nn u a l P la n s h ou l d be c o ns id er e d . T h e s tak e ho l de rs s h o u ld d ef i n it e l y be m uc h
m ore inf or m ed of th e dif f er en t s um m aries of org a n i za t io n ’s ac ti v it i es . It is h ig h l y
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rec om m end ed t o d e v e l op a n d n eg o ti a te t h e nat ur e a nd r u les of th e s ys t em wi th
par t ners b ef or e i ts i m plem en ta t io n, to e n s ure th e c om m on u n ders t an d i ng of a ll
par t ies an d t o b al a nc e t he ir wis h es an d ex p e c ta t io ns .
In a dd i ti o n, t he s er v i c e p r o v i de r m us t p a y m ore a tt en t io n to t h e c o nf i d e nt i al i t y
po l ic y a nd t h e e v a l ua t i on of its ef f ic i enc y i n c o op er at i on wi th p er s ons s er v e d an d
th e ir a d v oc a t es . A n i m por ta n t d e ve l o pm en t n ee d is t h e i nc r ea s e of i ts pu b l ic
v is ib i l it y – or ga n i za t i o n s h ou l d m ore pr oac t i v e l y an d in lar g er s c a l e b e pr es e nt i n g
its ac t i v i ti es , s er v ic e pr inc i p les a nd p o lic i e s to a ll i nt er es t e d p ar ti es ( e. g. th ro u gh
th e we bs it e) . The A nn u a l R e po rt s h ou l d a ls o be s i g nif ic a nt l y ( es s e nt i al l y)
s up p l em ent e d.
S er v ic e pr inc i p les m us t b e es t a b lis h e d as a s p ec if ic pr oc es s a n d n eg o ti a te d wi th
d if f ere nt s t ak eh o l der s . Com m ents a n d s u g ges t io ns r ec e i v e d d ur i ng t h e work b y
d if f ere nt s t ak eh o l der s an d ac t io ns , th at wer e u nd er to ok to f eed b ac k and
im pl em ent a ti o n, m us t be f ix e d ( d oc um en te d ) .
T he doc um en ta t io n s h ou l d c er ta i n l y b e im pro ve d b y a r eg u la t i on o f in d e nt if yi n g an d
rep or t in g b ar r i er s to th e s e am les s c o n ti n u um of progr am m es . The e va l u at i on of
th es e b arr ier s c an be ad d ed to A nn u al Re p o rt . Als o , th e s er vic e p r o v id er h as t o f ix
c l ear p o lic y a n d p r oc ed ur es f or th e p art ic i pa t io n of p ers ons s er v ed t o id e nt if yi n g
th e ir n ee ds a n d to d es i gn a n d e v al u at e t he s er v ic e .
As a c o ns e q u enc e, th e s e r vic e pro v i d er do e s no t c o nf irm wi t h a l l EQ U A S S
As s ura nc e c r i ter i a. H o we v er , t he de v e l opm en t n ee ds ar e n ot t o o ex c es s i v e a n d
pres um ab l y th e o r g a n i za t i on is ab l e t o e l i m inat e th e s h or tc om i ngs i n t h e s h ort
term .
T he a u d it wa s a d eq u a te l y pr ep ar ed b y t he s er v ic e pr o v id er , t h er e was n o ne e d f or
c ha n ges in t h e pr og r a m and t h e pe rf orm anc e of au d it was wi t h ou t obs t ac l es .
T he des ir e of t he s er v ic e pr o v i der t o d e ve l o p c on t in u ous l y an d e l im in at e of
s hor tc om in gs i n t h e s ys tem , a ls o t he m ot i v at i on of s taf f an d t h e c o m m itm ent of t he
ne w d ir ec t or t o or ga n i za t i on ’s d e v e lo pm en t c an be c le ar l y c o nf irm ed .
I t ha nk en t ir e or g an i z at i on a nd a l l par t ies w ho p art ic i pa t ed i n t h e i nt er v ie ws f or th e
c ons tr uc t i v en es s a n d op e nn es s !
S i im us ti l as t ek od u Me ts at ar ek e on s ots i aa l te e nus e i d os ut a n ud a la t es 1 99 3 .
aas t as t , al a tes 2 0 00 . a as t as t p ak u b as u tu s as en d us k od ut e en us t. L is ak s pak u b
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as u t us tur v ak o du t e e nus t j a la ps eh o i ut ee nus t n i i t a va - k ui p uu e te g a l as t e le .
EQ U AS S As s ur anc e s er t if ik a at i ta o tl e b as ut us as e n dus k o du t e en us e le , m is o n
tem a p e am in e t e ge v us v a ldk o nd . Es m ak ords e lt k i n ni t at i as u t us e v a s ta v us t EQ U A S S
As s ura nc e k r i te er i um it e le 2 0 13 . a as t a s ü g is e l.
As ut us e l o n v ä ga m i t m eid tu g e vus i , m is au d it i k ä ig us s i lm a p a is t s i d j a m ida t u le b
tu n nus ta d a . Nä i tek s k oos t at ak s e re gu l a ars e lt põ hj a lik k u j a d et a il s et aas ta p l aa n i,
k us as ut us e t eg e v us e d o n v ä lj a to o du d la u s a k uup õ h is e l t. T o im ib m itm eta hu l i n e
k oos o l ek ute s üs t eem , sh v ä hem a lt k ord k uus to im u va te l e per ek o os o l ek ut el e
k aas a tak s e ka t ee n us e s a aj ad . K o os o l ek ut e t e em ad ja p eam is ed o ts us e d
f ik s eer it ak s e s üs te em s elt pr ot ok o ll i d e s . As u tus e v is io on , m is s i o on ,
ee t ik ap õh im õt te d j a k onts e pts i oo n id na g u te en us e s a aj a te el uk v a l i te e di t õs tm in e j a
j õus tam i ne o n as ut u s e t ö öt aj at e po o lt p õhj a l ik ul t lä b i m õe l d ud j a pr i nts i i p id e
j ärg im is t i ga p äe v a tö ö s on v õ im al i k s el g e lt tu v as ta d a. L oo d ud on s üs t e em ne
k va li t ee d ik äs ir a am at, m ida o n r eg u l aars e lt ü le v aa d at u d j a vaj a dus e l t ä ie n da t ud
n in g uu e nd a tu d . T oim u va d v ä ga r e g ul a ars e d k l ie n di - j a t öö taj a ta gas is i de u ur in g ud ,
k lie n d ira h u lo l u o n k õr ge , t öö t aj a te om a s el ge l t ü le k es k m is e . E ra ld i t u nn us t us t
v äär i b as u tus e al g at u s ( al a tes 2 01 5. a s üg i s es t) a lus t ad a ig ak ui s te k ok k uvõ te te
k oos t am is t ig a te e n us e s aaj a k oh t a ( ed us a m m ud, p ar en d us va l dk on n ad ) j a n e nd e
j ag am in e e es tk os tj at e ga .
V aa tam at a m itm et e l e tu g e vus te l e o n as u tus k ahe l v a he p ea ls e l a as t a l lä b i te i n ud
ag a k eer u l is e p er io o d i , s e al h u lg as s a a n ud en d a le 20 1 5. a as t a s u ve l k a u u e j u hi .
Ne e d s ü ndm us ed on , l is ak s m uud e le , t õ en ä o l is e l t s am ut i m õn e võr r a k aas a a i da n ud
te at u d EQ U A S S As s ur a n c e p õh im õt et e e baj ärj ek in d la l e rak e n dam is e l e . V ä ga
m itm ete ar e n dus v aj ad us t e, m is e e lm is e k orr a au d it is v ä lj a t o od i , r ak en dam is e le o n
as u t us j õu d n u d hak a ta m õt lem a a l les h i lj u ti , s am uti o n m itm es va l d k onn as m ärga t a
v ah e pe a ls et t e ge v us t e s e is ak u t j a s üs t e e m i, m id a 2 01 3. a pr e s en t eer i t i, e i o l e
te at u d k o ht ad es k a h e v ah e pe a ls e aas t a j ook s u l r ak en da t ud e g a s ü s te em s el t ed as i
are n d at ud .
Ük s peam is tes t k in d la tes t a r e n dus v aj ad us t es t on p art n er it e - , ra h as t aj a - ja
ees tk os tj at eg a s e lg e ja pr o ak ti i vs e k oos t öö - ja inf o va h et us e s üs te em i
s is s es e a dm in e, sh as u t us e p oo l n e t a g as is i d es t am in e ne n d e p o o lt te h tu d
et te p an ek ut e le . T ek i t ad a t ul e b s e lg e h u v i po o lt e k a as am is e s üs t e em tee n us t e
k uj un dam is s e ja h i n dam is s e , k aa l ud a v õ ik s ne nd e k aas am is t ka aas t ap l a an i
k oos t am is s e j a k i n dl a s ti tu l e k s ne i d ol u l is e lt r o hk em tea v it a da a s ut us e t eg e v us e
er in e v at es t k ok k uv õt et es t . Vä g a s oo v i ta v o n n im eta t ud s üs te em i o l em us j a r ee g l id
en n e rak en d am is t vä l j a tö öt a d a j a p art n er it e ga l äb i rä äk i da , e t tag a da k õ ik id e
os a p oo l te üh tn e ar us a am j a t as ak aa l us t a da er in e v at e os ap o o lt e s o o v id j a o o tus e d .
59
L is ak s s e l l e le t u l eb as u tus e l s e ni s es t e n am tä he l ep a nu pö ör at a
k onf id e nts i aa ls us po l i it ik al e j a s el l e ef ek ti i vs us e h in d am is e le k oos t öös t e en us e
s aaj at e- j a n en d e ee s tk os tj a te g a. O lu l i ne are n d us vaj ad us o n k a as ut us e a v a l ik u
nä h ta v us e s u ur e nd a m ine – as u tus p e ak s tut v us tam a pro ak ti i vs e m alt ja
l ai a u la tus l ik um al t om a t eg e v us t ja t e en u s e os ut am is e p õh im õt te i d k õik i d el e
hu v i ta t ud os a po o lt e l e ( n t lä b i k o du l e he) . O l u lis e lt (s is u l is e lt) t u le b tä i e nd a da k a
aas t a k ok k uvõ te t.
T een us e p ak k um is e p õh im õt te d t u le b f ik s eer id a k o nk ree ts e pro t s es s in a n i ng s e e
er in e v at e h u v ip o o lt e ga l äb i r ääk i da . F i k s eeri d a t ul e b t öö k äig us l a ek un u d
et te p an ek ud j a m är k us e d er i ne v a te l t h u v ip oo l te l t j a te g e v us e d, m ida et te v õ et i
et te p an ek ut e t ag as is id es t am is ek s j a e l l u r ak en d am is ek s .
Dok um en ta ts io o ni os a s tu lek s k ind l as t i h õ l m ata nt aas t a k ok k uv õt tes s e t ak is t us t e
tu v as t am in e ja r a por t eer im in e s uj u v a l t e e nu s e os u tam is el ja
te e nus te l e/ pr o gr am m ide l e j u ur d e pä äs u l, lis a k s f ik s eeri d a s e lg e k li en t id e k aas am is e
po l i it ik a j a pr ots e du ur i d.
T ule n e v al t e e l ne v as t ei s aa k i nn i ta d a a s ut us e v as t a v us t k õ i k ide l e EQUASS
As s ura nc e k r ite er i um ite l e . Sam as e i o l e a ren d us v aj a dus e d k a ü lem äär a s u ur ed
n in g v õ i b ee l d ad a , et as u t us s uu d ab lä h i aj a l p u ud us ed k õr va l da d a.
A ud i t ol i as u tus e p o o lt p i is a v a lt e tt e v a l m is tat u d, aj ak av as m uu d at us i te h a ei
tu l nu d n i ng t ak is t us i a ud i t i lä b i v i im is e l e e i t e k k inu d . Se l g el t s a ab k i nn i ta d a as u t us e
s oo v i e nd j ä tk uv a lt e d as i ar e n da d a j a s üs te em i t ek k inu d p u ud us e d k õr va l d ad a , s h
pa is t is s i lm a tö ö taj at e m ot i ve er it us j a uu e j uh i pü h en d um us as u t us e ees m ärk i de l e
j a k es t v a le ar e n gu l e n i ng al g at us v õim e l is us .
T äna n k og u as ut us t j a k õik i os a po o l i, k es os a les i d in t er vj u u de l , k ons tr uk ti i vs us e j a
a va t us e e es t!
Ta l li n n, 15 .1 2 .2 0 15
Re e l ik a Vä l j ar u
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EQUASS ASSURANCE APPLICATION
ADDITIONAL INFORMATION
1. Short information about the organisation in the nati ve language
Siimusti lastekodu Metsatareke on laste hoolekandeasutus, kus pakutakse
kolme sotsiaalteenust, milleks on asenduskodu -, turvakodu- ja
lapsehoiuteenus. Asutuse klientideks on lapsed ja nende eestkostjatest
kohalikud omavalitsused. Lapsed on vanuses 0 -18 eluaastat. Juhul, kui
täisealine laps õpib, siis elab ta asenduskodus kuni kooli lõpetamiseni.
2. Short information about the organisation in English (acti vities,
clients, etc.)
Siimusti’s Orphanage Metsatareke is a welfare institution which offers three
types of social services: home replacement, night shelter and childcare. Our
institution’s customers are children in ages 0 -18 years and count y
administrations who are their trustee’s. In case a child who becomes 18 years
old is studying, he or she is allowed to stay in replacement home until the
graduation.
3. Name of the organisation as you w ould w ant it to appear on the
EQU ASS Assurance c ertificate
Siimusti lastekodu Metsatareke
4. Name of services / departments of the organi sation i n the scope of
the application as you w ould w ant it to appear on the EQU ASS
Assurance certificate :
Asenduskoduteenus
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5. Organisation’s logo
Information to be published on EQUASS website:
Name of the organi sation : Siimusti´s Orphanage Metsatareke
Post address: Metsa 1 Siimusti alevik Jõgeva vald 48444 Jõgeva maakond
Estonia
Director: Imbi Ivask
Contact person: Imbi Ivask
Email:
[email protected]
Web: http://www.metsatareke.edu.ee/
2