Maarika Aro
Saatja: Guus van Beek <
[email protected]>
Saatmisaeg: 16. detsember 2015. a. 16:37
Adressaat: Maarika Aro
Koopia: Marie Dubost; Madeleine Clarke - EPR;
[email protected]
Teema: Re: AS Hoolekandeteenused Kaunase Kodu audit report
Tähtsus: Kõrge
Dear Marika / Keiu,
I h a ve r e vi e w e d t h e a u d i t r e p o r t f r o m AS Hoolekandeteenused Kaunase Kodu (reference number: EE2015-
022) a n d I c o n c l u d e t h a t t h e s e r vi c e s (w i t h i n t h e s c o p e o f t h e a p p l i c a t i o n ) o f t h i s o r g a n i z a t i o n
m e e t a l l t h e E Q U AS S a s s u r a n c e c r i t e r i a . B a s e d o n t h e delegated power, which is described in the
EQU ASS internal procedures and approved by the I nternational EQU ASS Awarding Commi ttee, th e
s e r vi c e s (w i t h i n t h e s c o p e o f t h e a p p l i c a t i o n ) o f AS Hoolekandeteenused Kaunase Kodu (reference
number: EE2015-022) w i l l b e c e r t i f i e d w i t h E Q U AS S As s u r a n c e i n S o c i a l S e r vi c e s .
Ac c o r d i n g t h e a g r e e d c o m m u n i c a t i o n p r o c e d u r e , I k i n d l y a s k y o u t o d i s s e mi n a t e t h e d e c i s i o n t o
c e r t i f y t h e s e r vi c e s (w i t h i n t h e s c o p e o f t h e a p p l i c a t i o n ) o f AS H o o l e k a n d e t e e n u s e d K a u n a s e
K o d u (r e f e r e n c e n u m b e r : E E 2 0 1 5 - 0 2 2 ) w i t h E Q U AS S As s u r a n c e i n S o c i a l S e r vi c e s .
M a r i e D u b o s t w i l l s e n d t h e c e r t i f i c a t e (a n d g u i d e l i n e s f o r u s i n g t h e E Q U AS S As s u r a n c e l o g o )
d i r e c t l y t o AS H o o l e k a n d e t e e n u s e d K a u n a s e K o d u (r e f e r e n c e n u m b e r : E E 2 0 1 5 - 0 2 2 ) .
Note: It was a pleasure to read this audit report. The report give a clear and detailed view on the performance of the
organisation on the EQUASS criteria. The detailled description are very helpful to understand the performance and the
the suggestion for improvement are relevant and clear to be understood.
Kind regards,
Guus van Beek
European Quality in Social Services (EQUASS)
c/o EPR, Avenue des Arts 8, c/o CCI, B-1210 Brussels
Belgium
Phone: +31653770121
Email:
[email protected] / website: www.equass.be
Van: Maarika Aro <
[email protected]>
Datum: woensdag 16 december 2015 11:12
Aan: Guus van Beek <
[email protected]>
1
CC: Marie Dubost <
[email protected]>
Onderwerp: AS Hoolekandeteenused Kaunase Kodu audit report
Dear Marie, Dear Guus,
Attached you’ll find an audit report and other documents of AS Hoolekandeteenused Kaunase Kodu EE2015-022.
Please let Keiu to know in case there are some comments about the report.
Best regards,
Maarika Aro
Sotsiaalteenuste kvaliteedi keskus
Arendusspetsialist
Astangu Kutserehabilitatsiooni Keskus
tel +372 687 7223
mob +372 521 3563
[email protected]
Astangu 27 Tallinn 13519
www.equass.ee
www.astangu.ee
2
EQUASS ASSURANCE
AUDIT REPORT
Site visit: 30.11. – 01.12.2015
AS Hoolekandeteenused Tartu Kaunase Kodu
Elo Tuppits
© 2012 by European Quality for Social Services (EQUASS)
All rights reserved. No part of this document may be reproduced in any form or by any means, electronic, mechanical,
photocopying and recording or otherwise without the prior written permission of the EQUASS.
1. Information of the social service provider
Na me of th e so ci al
AS Hoolekandeteenused Tartu Kaunase Kodu
se rv i c e p rov id er (Hoolekandeteenused Ltd., Tartu Kaunase Home)
(hereinafter HKT KK)
Ad d re s s:
Kaunase pst 81-1 Tartu
E sto n ia
Po st bo x: N/ A
P er so n re sp on sib le
M aarj o M ändm a a
(C EO ):
Cont ac t p e rs on: El en P re im ann , s erv i ce m an ag e r of H KT
Pho ne: ( + 37 2) 5 3 02 32 1 3
Fa x: -
E- m a il:
[email protected]
W eb s ite: http://hoolekandeteenused.ee/tartu/
Na me of Au dit o r: El o T upp its
Dat e s of aud it : 30 . 11 . – 0 1. 1 2. 20 1 5
Cli en ts: Num ber of p ers on s er v ed : 2 2 (incl 21 living in KK)
As of : 0 1. 1 2. 2 01 5
St aff as of 0 1. 12 . 20 1 5 : Num ber of Fu l l t im e s t af f : 6
Num ber of P ar t t im e s t af f : 1
Num ber of C on tr ac t e d s taf f : -
W ork ing h o urs of vo l u nt e ers : 7 2 0 hrs ( t arg e t f or
20 1 5)
S erv ic e s: As s i st an ce i n ev e r yd a y l if e, s uppo rt ed
w orki ng, s uppo rt ed l i v ing , l iv ing in th e
com mun it y
2
2. Audit programme
30 . 11 .2 0 15 Da y 1
T ime Ac t iv it y
9: 0 0- 9 :1 5 O p en i ng m ee ti n g
9: 1 5- 1 2: 1 5 Doc um en ta t io n r e v i e w
12 : 15- 1 3: 0 0 In ter v i e w wi t h E le n Pr e im ann , s er v ic es ´ d e v e lo pm en t m an ag er of
th e H KT ( r es p ons i b le f or im p l em en ta t io n of t he EQ U A S S in H KT )
13 : 00- 1 3. 3 0 Lu nc h br eak
13 : 30- 1 4: 1 5 In ter v i e w wi t h s t af f :
- E l i n K üt t, s en i or ac ti v i t y s u per v is or ;
- E l en Kok l a, ac t i v it y s up er v is or;
- L i i Kr is te r s o n, ac t i v it y s u p er vis or .
14 : 15 – 14 :3 0 Doc um en ta t io n r e v i e w, u p - da t in g f i les
14 : 15 – 15 :0 0 In ter v i e w wi t h pers o ns s er v e d ( gr ou p 1 – s er v ic es of s u p po rt ed
l i v in g, s up p or t e d work i ng an d as s is t a nc e i n e v er yd a y l if e ) :
Andrus; Toomas and Aile.
15 : 00 – 15 :1 5 Doc um en ta t io n r e v i e w, u p - da t in g f i les
15 : 15 – 16 :0 0 In ter v i e w wi t h c oo p er a ti o n p art n ers :
A v e Ar ak f r om Ka l d at a re Ho us e C oo p era t i ve as em pl o ye r of 4
c l ie n ts of H KT ;
Kr is l in Pa dj us ( b y p ho ne) f rom Tö ö tuk as s a ( Es t o n ia n
Un im pl o ym e n t Ins ur an c e F u nd ) as c as e m an ag er a n d f rom
Ar ge ns k a F u n d as a m em ber of c l ie n ts `re h a b i l it at i on t e am .
16 : 00 – 16 :1 5 Doc um en ta t io n r e v i e w, u p - da t in g f i les
16 : 15 – 16 :4 5 In ter v i e w wi t h c as e m an a ge r Kr is t a N orm ak f rom f und i ng b o d y -
Na t io n al S oc i a l I ns ur a nc e Bo ar d
16 : 45 – 17 :0 0 Doc um en ta t io n r e v i e w, u p - da t in g f i les
01 . 12 .2 0 15 Da y 2
T ime Ac t iv it y
9: 0 0- 9 :3 0 V is it t o th e p l ac es of s er v ic e p ro v is i on ( ap ar t m ents i n M õis a v ah e
St ( s up p or t e d l i v in g) a nd Ka u n as e St ( li v i n g i n c om m un it y) ,
i nt er v ie w wi t h s t af f
3
9: 3 0- 1 0: 0 0 In ter v i e w wi t h pers o ns s er v e d ( gr ou p 2 – l i vi ng in c om m uni t y) :
Ar go ; K a is a an d V ir g e
10 : 00 – 10 :1 5 In ter v i e w ( b y p ho n e) w it h f am il y m em ber of p ers o n s er v e d:
P i l vi K al l a v us
10 . 15 :- 1 2 :0 0 Doc um en ta t io n r e v i e w, u p - da t in g f i les
12 : 00- 1 3: 0 0 Lu nc h br eak
13 : 00- 1 3: 3 0 In te r v i e w wi t h L ii n a L a nn o , d irec t or of s e r vic es , H KT ( b y Sk yp e)
13 : 30- 1 4: 1 5 Doc um en ta t io n r e v i e w, u p - da t in g f i les
14 : 15- 1 5: 0 0 In ter v i e w wi t h Im b i Rä go , m an a g er of t h e K a un as e K o du
15 : 00- 1 6: 3 0 Doc um en ta t io n r e v i e w, u p - da t in g f i les
16 : 30- 1 7: 3 0 Cl os i ng m eet i n g
4
3. Detailed feedback on performance
1. The social ser vice provider def ines documents and implements its
vision and mission values on ser vice provision.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he m is s i o n, v is io n an d v a lu es ar e
s ta te d in H KT ` s B us in es s P la n , in
HKT `s Q ua l it y G u i de , in Em pl o ye e`s
Ma n ua l , an d on H KT ` s we bs it e
ht tp :/ / www. h o o lek a nd e te e nus e d. ee
T he m is s i o n of H KT i s “ A m or e ac t i ve
l if e wi t hi n th e c om m un it y” . T he va l ues
of t he H KT ar e: r es p ec t ,
enc o ur ag em ent , in v e nt i v e nes s ,
pro gr es s i ve n es s , a n d t r us t wo r t h in es s .
T o ens ur e t ha t s t af f m em ber s h a v e b e en
ex p l a in e d an d ar e a war e of m is s i on ,
v is io n a nd v a l ues of HKT , a l l t h e s t af f
m em bers h a ve t o s i g n f or m to pr o ve it .
T he em pl o ye e s of K au n as e K od u
dem ons tr at e d t hr ou g h in ter v i e ws t ha t
th e y ar e a war e of th e H KT ` s m is s i o n,
v is io n a n d c or e va l u es , an d ar e we l l
ab l e t o ex p l a i n wha t t hes e m ea n in t he ir
e ver yd a y wo r k s it u at i o ns .
2. The social ser vice provider def ines, documents, and implements its
qualit y policy by determining long term qualit y goals, and its
commitment to cont inuous improvement.
5
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Lo n g- t erm qu a l it y g oa ls a nd
c om m itm ent t o c o nt i n uo us im pr o vem en t
are s ta te d in t h e B us in es s P l a n a nd
HKT `s Q u a l it y Guide, c om m unic at e d
thr o ug h Em pl o ye e` s Ma n ua l a nd
im pl em ent e d thr ou g h an nu a l p l ans of
hom es .
T o ens ur e t h at s t af f m em ber s ar e a war e
of HKT `s Q u a l it y G u i de , a l l t he s t af f
m em bers h a ve t o s i g n f or m to pr o ve it .
It was va l i da t ed dur i ng th e i n ter v i e ws
th at t he s t af f of K K is a war e of th e
Q u al i t y Guide and c ons i de r s it as
gu i d el i n e o n t h e ir wo r k .
3. Persons ser ved, family members and ser vice user organisations are
able to give f eedback on their individual and collective experience of
programmes and ser vices.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
6
T he HT K an d KK ha v e d e v el o p ed To h a ve f ee d bac k wh ic h is c l ear l y
s e ver a l m eth o ds to as k and r ec e i v e re la te d t o c er ta i n h o m es an d t her ef or e
f ee db ac k f r om per s o n s s er ve d , s t af f an d m ore us ef ul , f .e . f or p la n ni n g
ot h er s tak e ho l d er s . im pro v em ent ac ti v i t ies , t he q ues t i o n on
wh ic h hom e / u n it t hes e s tak e ho l d ers
T he pr oc es s of c o l le c ti n g f e e db ac k is c oo p er at e s h ou l d be a dd e d to t he
def in e d i n Q u a l it y G u id e a n d s pec i a l qu es ti o nn a ir es of c o o per a ti o n p art n ers `
doc um en t of F ee d bac k S ys t em . an d c l i e nts ` em p lo ye rs ` s a t is f ac t i on
7
For pe rs o ns s er ve d i n K K an d f or th e ir qu es ti o nn a ir es .
f am il y m em ber s t he m os t im por ta n t a n d
T o e ns ur e h i gh er r es p ons e r a te i n t hes e
pref erre d wa y f or g i v i ng f e e db ac k is i n
f ac e to f ac e m ee t in gs an d e v er y - da y s ur ve ys i n v it at i o n to th e c o o pe ra t io n
par t ners a nd c l ie nts ` em plo ye rs f or
c l ie n t - m eet i ngs o n o ng o i ng b as is . F or
par t ic ip a ti o n in s u rv e y wo u ld be
m ore an o n ym o us an d s ys t em at ic
f ee db ac k c l i en ts ` s at is f ac t io n a nd reas o n ab l e to s e n d dir ec t l y b y th e h om e
c oo p er at i ng wi th t h es e s t ak eh o ld ers .
c l ie n t`s f am il y m em ber s ` r eg u l ar
s ur ve ys are ar r a n ge d .
T he c om pl a i nt m an ag em en t s ys t em
S el l ek s , et s aa d ud ta g as is i d e o lek s
(box es f or c om pl ai n ts an d pr o pos a ls i n
s e lg e lt s e os t at a v k o n k reets e k od u ga j a
eac h un i t , s p ec i a l f or m s f or c om pl ai n ts
s ee g a k as u l ik um , tu l ek s
an d pro p os a ls a va i l ab l e in un i ts f or
k oos t öö p art n eri t e j a k lie n ti d e r a hu l o lu -
c l ie n ts ) is us e d i n wh o l e HKT .
uur i n gu t e k üs im us t ik e l e l is a d a k üs im us
s e ll e k o ht a, m i l l is e k odu / ük s us e ga
Em pl o ye es have a c ha nc e to give
f ee db ac k on o n- g o in g b as is a nd ne e d h u vi p oo l e d k o os t öö d t ee v a d.
f ee db ac k is c o l l ec t ed a ls o dur i n g s taf f
V as t am is ak ti i vs us e s uur en d am is ek s
perf orm anc e r e v i e ws ( r es um es are
ne is k üs i t lus te s v õ ik s k uts e os a lem is ek s
c om pi l ed) . R e gu l ar s t af f m oti v at i o n a n d
om a ots es t e l e k oos t ö öp ar tn er it e l e vä lj a
s at is f ac t io n s ur ve ys ar e c o nd uc te d as
s aa t a k a i ga k od u er a l d i.
we l l. F ee d b ac k f r om vo lu n te ers is
c o ll ec te d, t o o.
Co l l ec t i ng f e e db ac k f r om f und i ng bo d y
(bo t h f rom c ol lec t i v e and i n di v i d ua l
bas is ) , c li e nts ´ em pl o yer s a nd m a in
c oo p er at i on p ar t n er s is or g a n i ze d
thr o ug h m eet i ngs , p h on e c a l ls , e - m ai ls
an d s at is f ac t io n s ur ve ys . M i nu t es of t he
m eeti n gs and survey r e p or ts we re
pres e nt e d.
From f und in g b o d y f e ed b ac k is r ec e i v ed
a ls o thr o ug h s ur ve i l l anc e/ a ud i ts and
m eeti n gs .
Fe ed b ac k but to n ( l ink to t h e f ee d bac k
f orm ) is av a i l ab l e in HT K` s m ai n
we bs it e a nd in K K` s we bs it e t o pro v i d e
f ee db ac k f or a l l i nt er e s te d p ar t i es .
8
4. T h e s oc i al s er v ic e pr o v i d er i nf orm s al l s t ak eh o ld ers a b o ut t h e of f ere d
pro gr am m es a n d s er v i c es a v ai l a bl e .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT and KK inf or m a ll p os s ib l e It is s ug g es t e d to im pro ve t h e v is i b il i t y of
s tak e ho l de r s a b ou t its s er v ic es us i ng i nf orm at io n at H KT `s an d K K`s we bs it e on
a v ar ie t y of m etho ds a nd ho w to g et s er v i c es / f un d in g a nd
ap pr o ac h es . s up p l em ent th e inf orm at i on o n t he c o nt e nt
of s er v ic es . T h e n e e d f or t his is i n dic a te d
T he web p ag e s of HKT and KK
a ls o in the s ur v e ys of c o op er at i o n
pres e nt inf or m ati o n o n s er v ic es a nd
par t ners .
on h o w t o g et s er v ic es / f u nd i n g . A ls o
i nf orm at io n on e v en ts is pr o v i d ed o n E v en m i no r im pro vem en ts at H KT `s a nd
we b pa g es . HT K an d KK h a ve K K`s webs i te wo u ld be us ef ul , f .e ., t h e
i nf orm at io n b o ok le t s on t h e ir s c hem e o n h o w t o g et s er v ic es / f u n d in g
ac t i v it i es a nd s er v ic es to s pr e a d ht tp :/ / www. h o o lek a nd e te e nus e d. ee / pa g es /
am ong f u t ur e c l ie n ts a nd c oo p er at i on v a lis v e eb /t e en us e d/m e ie - te e n us e d. p hp
par t ners . T he An nu a l Ac t i v it y at H KT `s we bs i t e c o u ld b e m or e v is ib l e
Re p orts of H KT ( a v a il a b le on its an d l i nk ed wi th K K`s we bs i te . The
we bs it e) ar e ver y i n f or m ati v e. F or s ug g es t i on f or f urt h e r re a d in g of HKT `s
pers o ns c om in g to t he s er v ic e Ye ar - B o ok s an d K K`s i nf orm at io n b ook l et
i nf orm at io n f o l d er an d i n- de p th (pr es e nt e d on l y at H K T `s webs i te s o f a r)
i ns tr uc t i o n b y s t af f i s pr o vi d ed f or c ou l d b e r e l e va nt , t oo .
c om pre he ns i ve o v er v i e w of th e
s er v ic es . Inf or m ati o n s ta n ds f or As t h ere is s p ec i a l p ho n e l i n e pr o v id i n g
i nf orm at io n o n s er v i c es a nd hom es of
c l ie n t i nf or m at io n a nd i nf or m at io n
HKT , t her e c o ul d b e a s hor t in tr od uc ti o n
f ol der ar e i n eac h u n it . Al l n ec es s ar y
i nf orm at io n is p r o v i de d o n e ve r y d a y at th e we bs it e of H KT a nd K K o n t h e
i nf orm at io n pr o v id e d b y t h i s ph o ne l in e.
bas is b y s t af f as w e ll . T o as s is t
f utur e c li e nts , th e ir f am il y m em bers
an d o t her s t ak e ho l der s , s p ec ia l
i nf orm at io n ph o n e l i n e is op er at i ng
to
9
pro v i d e inf or m ati o n on H KT `s S oo v i ta v o n te h a HK T j a K K v e eb i l e he l
ac t i v it i es , s er v ic es a nd h om es . F or par em in i nä h ta v ak s inf o te e nus e l e
K K`s s t af f inf or m ati o n on s er v ic es s aam is e ja t ee n us e ra has t am is e k oh ta
an d pr o gr am m es , p r oc es s es and n in g t ä ie n d ad a inf o t t ee n us t e s is u k o ht a.
proc e d ures , d e v el opm en t of S el l e te g e vus e v aj a dus e l e v i it a va d ka
s er v ic es , a bo u t ev e nts and k oos t öö p art n eri t e u uri ng u t u lem us e d .
pos s i b i li t ies to be i n vo l v e d is
pro v i d ed in In tr a n et ( i nc l al l K as u o lek s k a vä ik es t es t par e n dus tes t. Nt
proc es s es and pr oc e dur es ) , v õ ik s HKT ve eb is o l l a par em in i n äh t a v j a
O ut l o ok 36 5 i nf or m a ti o n s ys t em , KK v ee b ig a l i ng i tu d s k eem t ee nus e l e
i nt ern a l f ol d er s f or em p lo ye e s in K K, s aam is e / te e n us t e r ah as tam is e k oh ta :
A nn u a l Ac t i o n P la n , a nd inf o r m ati o n ht tp :/ / www. h o o lek a nd e te e nus e d. ee / pa g es /
s ta n d. S t af f m eeti n gs ar e im por ta n t v a lis v e eb /t e en us e d/m e ie - te e n us e d. p hp
m eas ur e to s p r e a d i nf or m at io n. S am uti v õ ik s te en us t e i nf o j u ures a nd a
s oo v i tus e t u t vu d a tä ie n d a va l t H KT
T he i n v o l vem e nt of per s o n ne l an d aas t ara am at ut e ja KK i nf o buk l et i g a
th e i nf orm at i o n on de v e lo pm en t
(v i im an e o n s e n i k ät tes a ad a v va i d H KT
pos s i b i li t ies f or s t af f i s s tat e d i n J o b
v ee b i le h e lt) , m is an n a va d K K j a H KT k ui
Ma n ag em en t Ru l es a n d i n Em pl o ye rs ter v ik u te e n us t es t vä g a h ea ü l e v aa te .
G u id e . E ver yd a y i nf or m atio n o n t h e
ac t i v it i es a nd c l ie nt - wor k is s ha re d K un a er i n e va t el e t ee n us t e ga s eo t ud
thr o ug h K K` s in t er n a l s it e wh er e k üs im us te l e v as t am is ek s on H KT - l
e ver y s t af f m em ber c o u ld i ns ert s pe ts ia a l ne inf ot e lef o n, võ ik s s el l e k aud u
im por ta nt inf or m ati o n f or t h os e pak u ta v a i nf o k oht a o l l a HKT j a K K ve e bis
c on t in u i ng t h ei r wor k i n n ex t s h if t . k a s e lg i ta v lõ ik .
For c o op er at i on p ar t n er s ( es p ec i al l y
th os e r e la te d wi t h em p lo ym en t of t h e
c l ie n ts of K K) the or ga n is at i on ,
s er v ic es , j ob m an ag e m ent an d t he
s pec i a l n e eds of th e K K` s c l ie nts ar e
ex p l a in e d i n - de pt h d ur i ng m eet i n gs .
Dur i n g t he i nt er v ie ws wer e v al i d at ed
th at s t ak eh ol d er s ar e a war e of th e
s er v ic es of K K . M i nu t es of m eet i n gs
wi t h s er v ic e us e r s , s t af f an d
c oo p er at i on p ar t n er s wer e pr es e nt e d
as pro of t ha t r e le v a nt i nf or m at i on
was pr es e nt ed t o i n ter es t e d par t i es .
10
5. T he s oc i a l s er v ic e pr o v i der m an ag em en t es t a bl is h es a nd d oc um ents an
an n ua l p l a nn i n g an d r e v ie w pr oc es s .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he an n ua l p l a nn i n g a nd e va l ua t i on
proc e d ure is d o c um en te d in t he Q u a l it y
G u id e a n d i n Em pl o yer s M an u a l . T h er e
is th e pr oof t h at a nn u al p l a nn i ng
proc es s is im pl em en t ed ( K K` s An n ua l
P la ns of d if f er e nt ye ar s , m in ut es of s taf f
m eeti n gs ).
T he an n u al pl a nn i ng pr oc es s is
re v ie we d r e g u lar l y a nd c ha n ges a re
m ade if n ec es s ar y. F.e . t he f orm of
an n ua l p l an we r e c h a ng e d c ons i de ra b l y
bef ore p l a nn i n g pr oc e s s of 2 01 5.
6. T he p l a n i nc lu d e s :
an n ua l o u tc om es / tar ge ts
th e ac ti v i t ies t o b e u n der t ak en i n ac h ie v i n g th e a nn u a l tar g ets
m onit or i ng of th e p er f orm anc e of t he o rg a n is a t io n i n m eet i ng it s
an n ua l t ar ge ts
tim e- s c al es a n d pr oc e dur es f or r e v i e w a n d r e v is i o n.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
11
A nn u a l P l a ns of KK ar e b as e d on
HKT `s ac ti o n p l an f o r m an d c om pi l ed
ac c or d i ng t o t he s tr at eg ic o bj ec ti v es of
th e H KT (Bus i n es s P l an) . A n nu a l P l a n
i nc l u de s o bj ec t i ves , s uc c es s f ac t ors ,
i nd ic at ors ( S M ART ) , tar g et le v e ls ,
res p o ns ib i l it y, te am in v o l ve d, p l a ns f or
qu ar ters ( ac t i v it i es ) , r es u l ts ac hi e v e d
an d ac t i v it i es m ad e i n e ac h q u art er ,
an d res u lts of t he ye ar .
A nn u a l P l ans ar e a ppr o v e d by the
m anag em en t of H KT .
7. T h e s oc i a l s er v ic e p r o v i der d em ons tr at es org a n is a t io n ’s s uc c es s i n
s at is f yi n g th e n e eds a nd ex p ec t a ti o ns of t h e s oc i et y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
K K an d H KT as a wh o l e ar e v er y ac t i v e
i n s a t is f yi n g t he n e eds a nd ex pec t at i ons
of t he s oc i et y, an d i n dem o ns tr at i n g
s oc ia l r es po ns i bi l i t y c on tr ib u ti n g t o th e
s oc ie t y.
In a d d it i on t o th e f e ed b ac k c o l lec t io n
f rom dif f er en t s t ak eh o ld er s (s e e
c rit er i on 3), H KT h as or der e d
c om pre he ns i ve s ur v e y o n t he s er v ic e
ne e ds of ad u lts wi th s pec i a l n ee ds
12
(20 1 3) i n vo l v i ng a l l s tak e ho l de r s a n d
i nt eres t gr o ups in s oc i et y r el a te d t o th is
tar g et gr o up .
T o ge t i nf or m at io n on n e eds a nd t o
par t ic ip a te ac t i v e l y i n po l ic y m ak ing i n
its f ie l d, H KT als o par t ic ip at es in
work i n g gr ou ps of th e Mi n is tr y of Soc i a l
Af f ai rs , c o o per a tes wit h o t her s er v ic e
pro v i d ers i n t h e f r a m es of Uni o n f or
Pr o v id ers of S pec i a l W elf ar e S er v ic es ,
wi t h as s oc i at i ons of per s o ns wi th
s pec i a l ne e ds , c o l la b or a t e s wi th f un d er
( Na t io n a l S oc ia l I ns u r anc e F un d ) , a nd
l oc a l g o v er nm ents . A l s o K K n e g ot i at es
wi t h loc a l g o ver nm en t s i n i ts ar e a , an d
wi t h re pr es e n ta t i ves of th e f u nd er , a n d
th e as s oc i at i ons of p e r s ons wi t h s pec i a l
ne e ds t o as c er t a in th e n ee ds of s oc i et y
i n th e ir loc at i o n. F .e . th er e ar e n e ed
th at p ers o ns wi th s pec i a l n e eds ar e
be tt er i nt e gr a t ed to th e s oc ie t y, ar e
m ore i n de p en d en t i n t he ir e v er yd a y l if e
an d ar e ab l e to c o pe ec o nom ic al l y.
A ls o , t h ere is n e ed f or s p ec ia l we lf ar e
s er v ic es pr o v id e d c l os e t o c li e nt s ` i n it i a l
hom e / f am i l y m em ber s .
V ar io us pr oj ec ts b y HT K ( f . e. p l a nn i ng
ne w u n its / f am il y h o m es in l oc a t io ns
wh er e t h e n e e d f or s er v i c es is b i gg er ;
ex t e nd i ng s er v ic e of l i v in g in t he
c om m uni t y; p la n n in g of f am il y hom es
i ns t ea d of o ld la r g e s er v ic e pr o v is i o n
un i ts to pr o v i d e s er v ic es in
c on t em pora r y e n vi r o n m ent ) ar e i n it i at e d
to m eet t h e ne e ds of s oc ie t y.
13
T he c le ar pr oof of s a tis f yi n g th e ne e ds
of s oc i et y is t he le v e l of em pl o ym e n t
am ong t h e s er v ic e us er s / in h ab i ta nts of
K K – o ver 9 0% . B es i d es , s a tis f ac t i on of
em pl o yer s of th e K K` s s er vic e us ers is
s o h ig h th a t K K ge t s m or e j o b of f ers
th a n th e n ee d is .
L i vi n g i n th e s am e ho us e wi t h ot h er
i nh a bi t an ts a n d d oi n g pa i d wor k am ong
ot h er em pl o ye es m od if i es t he a tt i tu d es
of s oc i et y a nd i n te gr at es pe r s o ns wi t h
s pec i a l n ee ds i nt o t h e c om m uni t y.
A ls o , the f am il y m em ber s of K K`s
s er v ic e us er s h a v e i n d ic a te d t h e ir h i g h
s at is f ac t io n wi t h t he wor k of K K.
8. T h e s oc i al s er v ic e pr o v i d er dem o ns tr at es or ga n is at i on ’s s oc i a l res p o ns ib i l it y
thr o ug h ac t i vi t ies c on t r i bu t in g t o th e s oc i et y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
K K dem o ns tr at e d c l ea r l y th e s uc c es s i n
c on tr ib u t in g t o th e s oc i et y
KK h as b e en in i t i at or and ac ti v e
par t ic ip a nt of d if f er e nt c om m uni t y - bas e d
e ve n ts an d ac t i v it i es . Bo th K K` s s t af f
an d s er v ic e us er s ha v e do n e v o lu n tar y
work in l oc al e v en ts ( c le a ni n g
s urr ou n di n gs a nd ar e a s i n T ar t u) .
T here ar e s e ve r a l e v en ts ar r an g ed i n
c oo p er at i on wi th p ar tn er s . F. e . ac t i n g
14
c l ub of th e K K m ad e th e ir pr es en t at i on
i n P a la Yo u th C e ntr e ( a l l p ar t ic i pa nts
go t us ef u l ex p er ie nc e) , K K` s i nh a bi t an ts
par t ic ip a te d in S o ng Fes t i v a l of P eo p le
wi t h S p ec i a l N e eds , t he y p ar t i c ip a te i n
s por t c om pe ti t io ns ( b ot h i n Es t o n ia a n d
abr o a d), e tc .
Rec e nt l y, the v o lu nt ar y wo r k a nd
par t ic ip a ti o n i n s p ec i al ev e nts of s er v ic e
us ers is dec r e as ed du e t o v er y h i g h
em pl o ym e nt r at e am ong th em – th er e is
no t v er y m uc h t im e f or s uc h ac t i v i ti es .
Ho we v er , d ue to th e p r es e nc e of K K a nd
its c l i en ts , th e in h ab i t an ts li v i n g i n s am e
b loc k of f l ats a n d c l i en ts ` c o ll e ag u es
c ou l d ex p er ie nc e t ha t th e pr es enc e of
pe o p le wi t h s p ec i a l n e eds i n t he s oc i et y
is n orm al .
O n e of th e m os t im por t a nt c o n tr ib ut i o n
to t he s oc i et y is t h e us in g of vo l u nt ar y
work (b ot h loc a l a nd i nt er na t io n a l),
i n vo l v em ent of p er s ons f r om m il it ar y
rep l ac em e nt s er v ic e (1 f u l l - t im e
em pl o ye e pe r ye ar ) , and h os ti n g
tra i ne es f r om s c ho o ls pr o v id i n g
ed uc at i on in s oc i a l wor k , e tc . Suc h
ac t i v it i es ar e p l a nn e d i n wh o l e H KT an d
tar g et ed ( th e t ar ge t of 20 1 5 f or K K is
72 0 hrs of v o l un t ar y w or k ) .
T he ac t i v it i es r e l at e d to s oc i a l
res p o ns ib i l it y are r e f lec te d in H KT `s
A nn u a l R e p or ts a n d i n K K` s we bs it e .
15
9. T h e s oc i a l s er v ic e pr o v i d er h as a s t af f rec r ui tm ent a nd r e te n ti o n p o l ic y
th at pr om otes t he s e lec t io n of q ua l if i e d pe rs o n ne l b as e d o n r eq u ir ed
k no wle d ge , s k i l ls a n d c om pet e nc es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m ee t t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT h as d oc um ent e d s taf f r ec r u i tm ent
an d s e l ec ti o n p o l ic y - doc um ent of
Pr i nc i p l es on S t af f Rec r u itm en t,
E nt er in g an d Le a v in g th e O r ga n is a t io n .
T he pr i nc ip l es f or r ec r u itm en t a nd s h ort
des c r i pt i o n of the pr oc es s of
rec r ui tm ent ar e gi v e n.
St af f is c h os en bas e d on t h ei r
c om pet e nc es , s k il ls , k no wle d ge (s ta t ed
in i nd i v i du a l job d es c r ip t io ns ) and
pre v i o us wor k ex p er ie nc e . Pr inc i p les of
eq u a l o p po r t un i t ie s a nd n on-
d is c rim i na t io n ar e des c r i be d in
doc um en t of Pr inc i pl es on S taf f
Rec r u itm en t E n ter i n g an d L ea v i n g th e
O rg an is at i o n; a nd i n J o b Ma n ag em en t
Ru l es .
10 . T h e s oc i al s e r vi c e pr o vi d er o per a tes i n c om pl i a nc e wi th m anda t or y
na t io n a l le g is l at i on , pr o v id i ng a p pr opr i at e w ork in g c o nd i t io ns , a d e qu a te a n d
agr e e d s t af f le v el a n d s t af f rat io , a n d a p p rop ri a te r e war d in g f or s taf f an d
v o lu nt e er s .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
16
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT `s d oc um ents ar e in c om pl ia nc e
wi t h n at i o na l le g is l at i on . I t is s t at ed i n
th e J o b M an a gem e nt Ru l es .
In rec e nt ye a r s KK h as em p lo ye d
v o lu nt e ers a nd h as e l ab or at e d s pec i a l
c on tr ac t f or t hem .
A ls o , p ers o ns f r om m il it ar y r e p lac em en t
s er v ic e ar e we lc om e to t he KK . S uc h
c oo p er at i on h as pr o v e d it as pos s i b i l it y
to f i nd ne w s taf f m em ber s .
T he pr inc i p les f or s h o wi ng r ec o g n it i on
to em p lo ye e s a nd vo l un t eer s are
des c r i b ed in H KT ` s d oc um e nt
Rec o gn i ti o n of Em pl o ye es and
Co o per a ti o n P ar t n er s .
W ork plac e r is k as s es s m ent s ys tem is i n
p lac e a nd r e vi e w ed p er i od ic a l l y.
W ork ing c o n d it i ons ar e e va l u at e d by
K K`s h e a lt h a n d s af et y r e pr es e nt at i v e
an d n ec es s a r y ac t i o n pl a ns ar e dr a wn
up . T he r is k as s es s m ent is bas e d o n
d if f ere nt j o b t yp es .
11. The social ser vice trains all staff based on a plan f or leaning and
development and evaluates the eff ectiveness of the training.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
17
St af f d e ve l o pm ent a nd tr a in i n g ne e ds
are as s es s e d a nd pr io r it is e d a n nu a l l y in
th e h om es / u n it s of HT K b as e d on
an n ua l per f o r m anc e r e v ie ws of th e s t af f
m em bers , a nd pr es e nt e d t o P er s o n ne l
De p artm en t t o c om pi l e th e T r a i ni n g P la n
f or t h e wh o l e or g a n is a ti o n.
Inf orm at i o n o n p l a nn ed a nd at t en d ed
tra i n in gs is r ec or d e d in i nf or m at io n
s ys tem .
Inf orm at i o n ob t ai n ed f r om tr a i n in gs is
s har e d a n d e v a lu a te d in s taf f m eeti n gs
an d is r ec or d e d i n m inu t es of m ee t in gs .
A ls o tr a in i ng m at e r i als ar e m ad e
ac c es s i b le f or a l l em p lo ye e s of t he K K
v i a hom e`s s i te .
In c as e of pr im ar y wo r k gui d anc e a n e-
tra i n in g ( vi d e o l ec t ur es ) has be e n
i ntr od uc e d i n 20 1 5 b y HKT .
Inf orm at i o n o n t h e c o m pete nc i es of t he
s taf f is c o ll ec te d t hr o u gh the
s at is f ac t io n s ur ve ys of d if f ere nt
s tak e ho l de r s .
12 . T he s oc ia l s er vic e pr o v i de r a pp l i es re q u ir em ents f or c om pet e n c e i n t h e
i de nt if ie d r o l es a nd f u nc t i ons of s t af f a nd e v a lu at es t hem o n a n nu a l b as is .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
18
T he c om pe t enc e r eq u ir em ents f or
em pl o ye es ar e d es c r i be d in t h e ir
i nd i v i du a l job d es c r i pt i ons an d ar e
re v ie we d a n nu a l l y.
T he perf or m anc e of s t af f is r e v ie we d i n
v ar io us wa ys . Re g ul ar ye a r l y
perf orm anc e r e vi e ws ar e c on d uc t e d.
Co- v is i ons , m eth od o l og ic a l i ns tr uc ti o ns
an d wo rk g ui d anc e ar e c ar r ie d o ut wi th
s taf f m em ber s . Als o , d ur in g we ek l y s taf f
m eeti n gs c l i e nt wor k m etho ds and
s pec if ic d if f ic u l t c l i en t c as es a re
d is c us s e d . S u per v is i on of s taf f is
of f ere d b y H KT wh en nec es s ar y.
13 . T he s oc i a l s er v ic e pr o v id er r ec o g n is e s th e s taf f as a r es ourc e f or
f ee db ac k on or ga n is at i on a l perf orm anc e , s er v ic e d e ve l o pm ent an d s taf f
de v e l opm en t
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Pr i nc i p l es of i n v ol v em en t of s t af f in t h e
p la n ni n g an d e v a lu a ti on of s er v ic es are
des c r i b ed H KT ` s Q u al i t y G u id e,
Em pl o ye e`s Ma n u al an d in doc um en t
Fe ed b ac k S ys tem . H KT r ec o gn is es
s taf f as a us ef u l s our c e to ga i n
i nf orm at io n.
Re g ul ar s t af f s at is f a c ti o n s u r v e ys ar e
c arr ie d ou t in H KT ` s u ni ts an d
perf orm anc e r e v ie ws ( doc um en te d) ar e
19
c on d uc t e d wh ic h pr o vi de i nf or m at io n f or
pers o n ne l p la n ni n g an d de v e l opm en t
(tra i n in g p l an ) .
M in ut es of r e g u lar s taf f m eet in gs to
d is c us s s er v ic es a nd p o lic i es of K K/
HKT wer e pr es en t ed a s pr o of .
14. The social ser vice provider has mechanisms in place to enhanc e
satisf action and mot ivat ion of staff
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Re g ul ar s taf f s at is f ac t i on s ur v e ys ( onc e
a ye ar) an d ye a r l y per f o r m anc e
re v ie ws / d e ve l o pm en t i n ter v i e ws ar e
us e d t o g ai n f ee d bac k on s a tis f ac t i on
an d m oti v at i o n of t h e s taf f .
Me as ur es t o e n ha nc e s at is f ac t io n an d
m oti va t io n are d e s c r i be d in the
doc um en t of “ R ec og n it i on of Em pl o ye es
an d C oo p er a t io n P ar t ner s ” . F. e. ye ar l y
c om pet i ti o n t o r ec og n is e a n i n v e nt i v e
s o lu t io n us ef u l f or c l ie n t s er v ic e or
im pro v ed c oo p er a t i on wit h c om m uni t y
is or g an is ed , i n e ac h h om e/u n it t h e
bes t em pl o ye e is e le c te d b y an o n ym
v ot i ng . S pec i a l pr i z es an d f in a nc i a l
a war ds / b on us es ar e f or es e e n f or
wi n ne rs an d f or s pec i al a n d i nt e ns i ve
work r es u l ts .
20
15 . T h e s oc i a l s e r vi c e p ro v i de r as s ur es th e r i gh ts of p ers o ns s e r ve d
ou t l in e d in a Ch ar ter of R ig h ts wh ic h is bas e d on t he E U C har t er of
Fu nd am en ta l Ri g hts , t he E ur op e an C on v e nt i on f o r t he Pr ot ec t io n of Hum an
Ri g hts a n d Fu n dam e nt a l Fre e dom s of the Cou nc i l of E uro p e an d o th er
i nt er n a ti o n al h um an r i gh ts c on v e nt i ons , es p ec ia l l y t h os e e l ab or at ed u nd er
th e U ni t ed N at i o ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
B as e d o n i nt er na t io n a l H um an R i gh ts
Co n v en t io n a nd ot h er r e l e va nt
i nt ern a ti o n al a nd E u r op e a n r e g ul a ti o n
HKT h as d e v e lo p ed th e d oc um ent of
Ri g hts an d R es tr ic t i ons of Cl i en ts
S er ve d a t a C ar e H o m e. Ref er enc es t o
th e in t ern a ti o na l c o n v en t io ns a nd ot h er
re le v a nt r eg u l at i ons a r e g i v en . Fo r th e
s taf f , t h e d oc um ent is pr es e nt e d in t he
em pl o ye e`s f o ld er .
T he s t af f of KK d em ons tr a te d t h e ir
k no wle d ge of th e r i gh ts and d ut i es
dur i n g i nt er v i e ws a nd s h o wed th e ir
gre a t m ot i va t io n to i ntr o duc e a nd
d is c us s t h es e pr i nc i p les c on t in u ous l y
( s e ve ra l t im e s i n ye a r ) wi th c l ie n ts as
th e y t e nd to f or g e t ( bo t h i n d i vi d u al l y
an d i n c l i e nt m ee t in g s – m in ut es wer e
pres e nt e d) .
T o e ns u re t h e ne w t e am -m em ber s ( inc l
v o lu nt e ers a n d tr a i n e es ) ar e a wa re of
th e d oc um en t a nd t h e n ee d t o i ntr o duc e
it t o t h e s er v ic e us er s , th e y h a ve t o s i gn
s pec i a l f o rm on i t.
21
16 . T h e s oc i a l s er v ic e pr o v i d er inf orm s th e pers o n s er ve d a bo ut h is / h er
ri gh ts a nd d ut i es es pe c i al l y t o eq u a l tre atm e nt o n gr ou n ds of a g e, d is a b i li t y,
ge n de r , r ac e , r e l ig i o n or be l i ef an d s ex u al or ie nt a ti o n b ef or e rec e i vi n g t he
s er v ic es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n t hs Im pro vem e nt & de v e lo pm ents
T he doc um en t of Ri g hts and T he doc um en t of Ri g hts and
Res tr ic t i ons of C l ie n ts S er ve d at a Car e Res tr ic t i ons of C l ie n ts S er ve d at a Car e
Hom e is i n tr o d uc e d i nd i v i du a l l y t o t h e Hom e c o ul d b e pr es en te d a t th e h om e`s
pers o ns s er v ed b y a c ti v i t y s up er v is ors we b pa g e t o pr es en t t h is im p ort a nt is s u e
dur i n g th e f ir s t e v a l ua ti o n an d p l a nn i ng f or a l l s t ak eh o ld ers .
m eeti n g. T he d oc um ent is inc l u de d t o
Dok um en t “ K l ie n di p õh i õ ig us ed ja
th e pers o na l f o l d er of s er v ic e us ers a n d
s i gn e d. T he d oc um e nt is a v a i la b l e i n p iir a n gu d ho o l ek an d et e en us el ” võ ik s
o ll a k ät tes a ad a v ka Ka u n as e K od u
i nf orm at io n f o l d er s i n t he l i v i ng r oom s
k odu l eh e lt , e t k õi g i l os a p oo l te l ol ek s
of a l l a p artm en ts of K K .
v õ im al ik s e l le g a tu t vu da .
T he r ig h ts an d r es t r ic t io ns ar e
d is c us s e d c on t in u ou s l y wi t h s er v ic e
us ers (i n d i v id u al l y a nd i n m ee t in gs –
m inut es wer e a va i l a bl e) .
T he p ers o ns s e r ve d d em ons tr a te d t he ir
go o d k no wl e d ge of t h e r ig h ts a n d d u ti es
thr o ug h t he in t er vi e ws .
17 . T h e s oc ia l s er v ic e pr o v i d er has ac c es s i bl e c om pl a i nt m an g o od a gem e nt
s ys tem wh ic h r e gis t e r s f ee d bac k o n perf orm anc e f rom pers o n s s er v ed ,
purc h as er s an d o th er r e le v a nt s t ak eh o ld ers .
22
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T here is c om pr e he ns i v e an d ac c es s ib l e In t he we bs i tes of HKT an d K K th e
c om pl a in t m an a gem en t s ys t em i n H KT . i nf orm at io n o n c om pl a in t m an a gem en t
s ys tem s h ou l d b e pr es en t ed .
T here is Pr oc ed ur e f or Ha n dl i n g
Com pl a i nts i n HKT . Ac c or d i n gl y, it is HKT ja KK ve e b i le he l e t u l ek s vä lj a
pos s i b le t o c om pl ai n us in g th e box es of pa n na inf o k aeb u s te m en et l em is e
c om pl a in ts a nd pr o pos a ls in e v er y s üs t e em is t.
un i t/ h om e of th e HKT , s en d i ng a n e - m a i l
or l et te r, or v ia f or m i n HKT ` s webs i te
(l ink in K K` s we bs i te) .
All c om p l a in ts ar e d ea l t wi t h an d
ans we re d dur i n g c er ta i n p er i od . T he
proc e d ure s t a tes r es p ons i b i li t i es
c onc er n in g t he c om pl a i nt h a nd l i ng .
T he s p ec i al p ag e i n f o l der s of im po rt an t
doc um en ts i n a par tm en ts ` l i v i ng r oom s
i nf orm s the s er v ic e us er s ab o ut o t her
i ns t it u t i o ns to s e n d th e c om pl a in t i n
c as e n o t s at is f i e d wi t h s o lu t io n of t h e
c om pl a in t i n K K . B es i des , s er v ic e us ers
are inf orm ed a bo u t t h e p os s i b i l it y t o c a l l
or em ai l d ir ec t l y to t h e c en tr al Ser v ic es
Un i t of H KT .
All wr i tt en c o m pla i nts wh er e
c om pl a in er ` s c o n tac t s ar e gi v e n, ge t
wri tt e n a ns wer . T he pr i nc i p l e was
af f irm ed by d o c um ent e d c as e
pres e nt e d.
Dur i n g t h e i nt er v i e ws i t was c o nf i rm ed
th at s t ak eh o l der s ar e a war e of t h e r i gh t
23
to s u bm it a c la im in c as e of a ne e d b ut
s er v ic e us er s an d th e ir f am i l y m em bers
pref er s o l vi n g pr ob l em s thr o ug h
d is c us s i on as t h e y f i nd c om m un ic a t io n
wi t h s er v ic e pr o v i d er e as ier .
18 . T h e s oc i a l s er v ic e pr o vi d er res p ec ts t he f u nd am en ta l r ig h t t o s e lf -
de t er m in at i on of t h e per s o n s er ve d . T he y f ree l y de te rm ine t he ir po l i t ic a l
s ta tus an d f r ee l y p ur s ue t h e ir ec on om ic , s oc i al an d c u lt ur a l d e ve l o pm ent .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s e lf - d et er m in at i on r e la t ed
pr inc i p les ar e de s c r i be d in t he
Pr i nc i p l es of Em po w er in g t he Cl i e nt
wi t h S p ec ia l Ne e ds ; a nd i n c as e of eac h
s er v ic e us er s in t h ei r i nd i v i du a l p l ans .
E v al u at i o n of t he ac t i v it i es t o s u p p ort
s e lf - de t erm in at i on o n i nd i v i du a l l e ve l is
c arr ie d ou t t hr ou g h e v a lu a ti o n of
i nd i v i du a l p la ns . To e va l u at e s e lf -
de t erm in at i on o n c o l l e c ti v e l e v e l in K K,
th e SW OT anal ys i s of ac t i vi t ies
s up p ort i n g s elf - de te r m inat i o n is c arr ie d
ou t in 2 01 5 i n c o l l ab o r at i on wi t h c l ie n ts
(a ll w er e i nt er v i e we d t o g et i n pu t) .
It b ec am e e v id e n t t hr ou g h th e
i nt er v ie ws a nd o bs er v at i on t h at t he s t af f
s up p ort e d th e c l i e nt s ` r ig ht f or s e lf -
de t erm in at i on and t he y we r e s er v ed
wi t h r es p ec t.
24
19 . T he s oc i a l s er v ic e pr o v i der f ac i l i ta t es th e pers o n s er v e d in c ho os i ng
an d h a v in g ac c es s t o ad v oc at es a nd / or s u pp ort i ng pers o ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he n ee ds of s up p or t ar e d et ec t e d i n
i nd i v i du a l m ee ti n gs wi t h the pers o n
s er ve d and the ne e ds ar e as s es s e d
c on t in u ous l y i n t he i nd i v i du a l p l an n in g
proc es s .
T he is s u e is c o v er e d i n t h e Pr oc e d ur e
of Ser v ic e Pr o v is io n , i n th e d oc um ent of
Ri g hts an d R es tr ic t i ons of Cl i en ts
S er ve d at a C ar e Hom e, a nd in
gu i d el i n es of In tr o d u c ti o n of Im port a nt
Doc um en ta t io n t o th e Cl i e nt .
T he p erf or m a nc e i n f ac il i ta t in g p ers o ns
s er ve d i n h a v in g ac c es s to a d v oc a t es
an d / or s u p por t in g p er s o ns h as b e en
e va l u at ed in s p ec ia l SW O T ana l ys is
c arr ie d ou t b y K K` s s taf f ( i np u t f r om
c l ie n ts r ec ie v e d b y i nt er v ie ws ) .
P ers o ns s er v ed ar e i nf or m ed th a t t h e y
ha v e r ig h t to ap p l y f or r e p lac em en t of
s up p ort p er s o n ( v a l id at e d t hr o u g h t he
i nt er v ie ws ) .
25
20 . T h e s oc ia l s er v ic e pr o v i d er def in es a n d doc um en ts its p o l ic y o n et h ic s
th at r es p ec ts a nd as s ur es th e d i gn i t y of th e p ers o ns s er v e d, pro tec ts th em
f rom un du e r is k an d pr om otes s oc i a l j us t ic e
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he p ri nc i pl es to r es p ec t a nd as s ur e t h e
d ig n it y of th e p er s on s s er ve d, pr ot ec t
th em f rom und u e risk and pr om ot e
s oc ia l j us t ic e ar e d oc um en t ed in
Hom e`s C o de of Et h ic s , t he is s u e is
c o ver e d in th e v a lu es of H KT , a nd i n t h e
un i t`s Ru l es of Pr oc ed ur e .
To ens ur e th at em plo ye e s a nd
v o lu nt e ers on th e Hom e` s C or e of
Et h ic s , th e y h a v e t o s i gn s pec i a l f orm
on it .
M in ut es of m eet i ng s wh er e t h es e
pr inc i p les h a v e b e en pr es e nt e d t o s taf f
an d d is c us s e d wh er e a va i l ab l e.
21 . T he s oc ia l s er v ic e pr o v id er op er at es m ec han is m s wh ic h pr e ve n t t he
ph ys ic a l, m ent a l a nd f i na nc i al ab us e of u s ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
26
T he p o l ic y an d pr oc e dur es to pr e v en t
ph ys ic a l, m en ta l a nd f i na nc ia l a bus e of
pers o ns s er ve d ar e s t at e d in f o l l o wi n g
doc um en ts :
Ri g hts a nd Res tr ic t i ons of C l ie nts
S er ve d a t a C ar e H om e;
Un i t`s Ru l es of Pr oc e d ur e ;
Pr oc e d ur e f or M a na g in g Pr o b l em atic
B eh a v i our of th e Cl i en t a nd to
Im plem e nt L im it at i o ns ;
Pr oc e d ur e f or A dm in is t er i ng C l i en t`s
P ers o n a l De b i t Car d, H KT ` s C l ie nt
Ac c ou nt an d C l ie n t` s Mo n e y i n C as h .
To e va l ua t e ef f ec t i v en es s of its
proc e d ures c o nc er n i n g m on e y, r e gu l ar
doc um en ta t io n c on tr ols ar e
im pl em ent e d ( r es p e c ti v e doc um en ts
wer e pr es en te d) .
T o ev a lu a te t h e ef f ec t i v en es s of i ts
proc e d ures c o nc er n i n g t h e wh o le is s u e
of pr e ve n ti o n of p h ys ic al , m en ta l a nd
f in anc i a l a b us e of p er s ons s er v e d m ore
i n- d e pt h, t he SW OT an a l ys is of th e
ac t i v it i es t o pr e v en t ab us e of p ers ons
s er ve d has b ee n c on duc t ed i n 2 0 15 i n
c oo p er at i on wi t h s taf f an d c l ie nts ( i np u t
f rom int er v i e ws ) . T h e r es u l ts h a ve b e en
d is c us s e d i n s taf f m ee ti n gs .
22 . T he s oc ia l s er v ic e pr o v i der pr o v id es s er v ic es i n a s af e s ys t em of
work i n g wi t hi n a s af e e n vi ro nm en t to e n s ure t h e p h ys ic a l s e c ur it y o f
pers o ns s er v ed , t he ir f am il i es a nd c ar e tak ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
27
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Ye ar l y r is k as s es s m e nts of th e work
p lac e h a ve be e n c o nd uc te d, r e la te d
ac t i on p la ns c r ea t e d and q uar t er l y
e va l u at ed . Eac h pl ac e of s er v ic e
pro v is i o n has its s p ec i f ic pl a n.
S af et y r u les an d pr i nc ip l es ar e
i nt egr a te d i n th e s e r v ic e pr oc e dur es
an d a ls o c o v er ed in H KT ` s Q ua l i t y
G u id e , in t he d oc um e nt of R i gh ts an d
Res tr ic t i ons of Cl i e n ts S er v ed at a
Car e H om e; an d in Pr oc e d ur e f or
Ma n ag i n g Pr o b lem at ic Be h a vi o ur of th e
Cl i e nt a nd t o Im p l e m ent Lim i ta t io ns .
T here is Ac t i on P l an in Cas e of Fir e
an d G u i de l i nes t o Pr o v id e F ir s t A id i n
K K. The em pl o ye es ha v e to sign
s pec i a l f or m tha t t h e y ar e a wa re of
reg u l at i ons on s af et y.
Dur i n g t he i nt er v i e ws was v a l id at e d
th at h e al t h a n d s af et y is ens ur ed a n d is
im por ta nt t o p ic i n th e or g a n is a t io n .
23 . The s oc i a l s er v ic e pr o v i der d ef i n e s , d oc um ents , m on it ors an d
e va l u at es a s e t of pr i n c i pl es , va l ues a nd pr o c ed ur es t h at go v er n b eh a v i our
i n s er vic e d e l i ver y c o nt a in i n g as p ec ts of c o nf i de n ti a l it y, ac c u rac y, p ri v ac y
an d i n te gr it y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
28
T he pr i nc ip l es , va l ue s an d pr oc e d ures
th at i nf l u e nc e b eh a v i our in s er v ic e
de l i v er y ar e def in e d an d d es c r i be d in
HKT `s B us in es s P l an ( obj ec t i v es ,
v is io n , m is s i o n, v a lu es ) , H KT `s
Em pl o ye e`s M an u a l, i n K K` s C od e of
Et h ic s , in the U n it` s R u les of
Pr oc e d ur e, i n th e Pr o c ed ur e of Ser v ic e
Pr o v is i o n, a n d i n H KT ` s Q u a l it y G ui d e.
A l l s t af f m em ber s h a ve to s i gn th e
s pec i a l f or m to ex pr es s t he ir
a war en es s on all a bo v e m ent i on e d
pr inc i p les , v a l ues a n d pr oc e d ur es .
It was v a l id at e d t hr ou gh i nt er v i e ws th at
th e is s u e is im po r ta nt an d we l l -
m anag e d i n K K.
24 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
proc e d ur es f or as s ur i n g c o nf i d en t ia l it y of d at a re g ard i n g t he pe rs o ns s er v e d
an d t he s er v ic e pr o v i d ed t o t hem .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he p o l ic y a n d pr oc e dur es f or as s ur in g
c onf id e nt i a li t y r eg ar d i ng th e pers o ns
s er ve d an d s e r vic e pr o v id e d t o th em are
def in e d in the d oc u m ents of H KT `s
Q u al i t y G u i de , R u le s of Pr oc e dur e,
Ri g hts an d R es tr ic t i ons of Cl i en ts
S er ve d , an d in em plo ye e s ` j ob
des c r i pt i o ns . M or e s p e c if ic a l l y th e is s u e
29
is d ef i ne d i n Pr oc e d ur e of D oc um e nt
Ma n ag em en t ( a nd ex p la i ne d m or e in -
de p th in s p ec ia l g u id e l in es to the
l at ter) .
T he pr i nc ip l es a r e r e v i e wed wi t h s t af f
an d s er v ic e us e r s r eg u l ar l y. Bes i d es ,
th e m ore i n - d ep th e v a lu at i o n has b e en
c on d uc t e d b y c om pi l i ng SW OT ana l ys is
on c o nf i d en t i al i t y pr oc e d ur e an d
proc es s es .
In th e i nt er v ie ws t he s er v ic e us ers
i nd ic at e d t h at t he y a r e a war e of t he ir
ri gh ts , inc l u d in g r i g ht f or c onf i d en t ia l it y
of d a ta .
B es i d es , s p ec i a l c onf id e nt i al i t y
agr e em ent s ar e s i g n ed wi t h p ers o ns
(tra i n ees , v o lu nt e er s , but als o wi t h
au d it ors ) wi th o ut wor k c o ntr ac t .
25 . T h e s oc ia l s er v i c e pr o v i d er def in es th e r o les a n d r es po ns ib i l it i es ,
au t hor i ti es a nd t he i nt er r e la t io n of a l l p ers o n n el wh o m a n a g e, d es ig n,
de l i v er , s up p or t a n d e v a lu at e t he s er v ic e pr o v is i o n to pers o n s er v ed .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
30
T he ro l es a nd r e s po ns i bi l i ti es of Inf orm at i o n on th e f unc t i o ns and
m anag em en t ar e d ef i ne d in H KT `s res p o ns ib i l it i es r e l at e d t o t he s er v ic e
Em pl o ye e`s M a nu a l, Q u al i t y G ui d e, a nd pro v is i o n at K K`s we b s it e is s c an t.
in H KT `s h om ep a g e in C or por a te
To s u pp or t po t en ti a l a nd new
G o v ern a nc e s ec t i on .
c l ie n ts / th e ir f am il y m em bers in f i n d in g
Ro l es a nd r es p o ns i b i l i ti es of s p ec i a l is ts th e r i g ht p ers on t o c o n tac t wi t h i n
wh o c om m unic at e d ir ec t l y wi t h c l i e nts c as e of c er t ai n is s ues , i t`s ad v is a bl e to
are doc um en te d in Q ua l i t y G u i de , J o b i nd ic at e r o l es an d r es p o ns ib i l it i es of
Ma n ag em en t Ru l es , P r oc es s of Ser v ic e K K`s s t af f .
Pr o v is i o n, a n d i n j o b d es c r ip t io ns of
Inf o ots e k li e nd i l e p a k uta v at e t ee n us t e
em pl o ye es a n d i ntr o d uc e d t o c l i en ts i n
os u t am is e ga s eo tu d ro l l id e ja
th e ir f irs t m eet i n g wit h K K` s s t af f an d i n
f ee db ac k m eet i ngs . f unk ts i o on i de k oh t a K K v e eb is o n n a pp .
S el l ek s , et te e nus e l e s oo v ij at e l j a uu te l
In f irs t m e et i ng b et we e n c li e nt a nd
k lie n ti d e l võ i ne n de lä h ed as te l o lek s
s pec i a l is t e v er y c li e n t g ets s u p por t in g
pers o n wh o h e l ps h i m /her d ur i n g th e v õ im al ik s el ge l t ar u s aa d a, k el l e p o o le
m ill is te k üs im us t e ga p öö rd u da , on
s er v ic e p er i od .
s oo v i ta v K K k o du l eh e l nä i da t a, m i ll is e d
B es i d es , s p ec ia l i nf or m atio n ph o n e is i n on t eg e v us j u h en daj a, va n em -
op er at i o n t o f ac il i ta t e p ot e nt i al s er vic e te g e vus j uh e nd aj a j a j uh a taj a r ol l i d n i n g
us ers / t h e ir f am il y m em ber s in f i nd i ng v as t ut us a la ) .
ap pr o pri a te s er v ic e pr o v i der ( a nd
ens ur i ng t ha t th e y ar e e li g i bl e f or
s er v ic es H KT pr o v i d es ) .
26 . The s oc i a l s er v ic e pr o v i der wo rk s in p ar tn ers h ip wi t h o t her
org a n is a t io ns i n t he pr o v is i o n of s er v ic es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
31
HKT a n d K K wor k i n c l os e c oo p er at i on
wi t h m an y p ar tn e r s : em pl o yers ,
Un em pl o ym e nt I ns ur a nc e Fu n d, l oc a l
m unic i pa l it i es , par tn er s in s er v ic e
pro v is i o n, f u n d er s , c om m un it y, the
A ge nc y of D ef enc e R es o ur c es ( i n c as e
of m il it ar y r e p l ac em e n t s er v ic e) etc .
In s er v ic e pr o v is io n K K c o op er at es wit h
l oc a l m u nic i p al i t ies , ot h er s oc i a l c ar e
s er v ic e pro v i d er s , l oc a l un em pl o ym en t
of f ic e , Arg e ns k a Fu n d , f un d i ng a ge nc y
(m os tl y wit h loc a l c as e m ana g er ), da y
c en tr es , S po r t Un i on of Es t on i a n
P eo p l e wi th M en t al D i s ab i l it i es , c u l tur a l
i ns t it u ti o ns , e tc . Ac ti v it i es r e la te d to
th e m os t im por t a nt par t n er s (l oc a l
un em pl o ym e n t of f ic e an d em pl o yers of
th e p ers ons s er v ed) ar e d es c r i b e d i n
an n ua l ac t i v it y p l a ns .
A dd e d va l u e of its pa r t ner s h i ps is
e va l u at ed r eg u l ar l y in H KT `s
m anag em en t m eet i ng s , by the K K`s
s taf f m eet in gs , m eeti n gs wi th
em pl o yers an d o th e r p ar t n er s , an d
dur i n g wor k pl a n d is c u s s i ons .
Inf orm at i o n on a dd ed va l ue f rom
c oo p er at i on r e l at i ons h ips is pr o v id e d
on K K`s we bs i te .
27 . T h e s oc i a l s er vic e p r o v i de r work s i n p art n ers h i p wi t h p ers o ns s e r ve d,
purc h as er s an d o th er s tak e ho l de rs i n th e d e v e lo pm en t of s er v ic es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
32
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he pr i nc i pl es of i n v o l vem en t t hr o ug h
c o ll ec ti n g f e ed b ac k ar e d es c r i be d in
HKT `s Q u a li t y G u i de a nd in s p ec i al
doc um en t of Fe e db ac k S ys tem . Pers o ns
s er ve d , pu r c h as er s a n d ot h er
s tak e ho l de r s ar e i n vo l v e d in t he
de v e l opm en t of H KT ` s s er v ic es thr o ug h
m eeti n gs a nd f e ed b a c k s ur ve ys . A ls o ,
thr o ug h ou t H KT has c on d uc t ed
c om pre he ns i ve s ur v e y o n t he s er v ic e
ne e ds of a d u lts wi t h s p ec ia l n ee ds
wh ic h c o v er e d a l l s ta k eho l der s r e l at e d
to t h eir f i e ld of ac t i v it i es .
O n i nd i v i du a l bas is , th e i np u t t o th e
s er v ic e d e v e lo pm en t is r ec e i v e d f rom
th e de v e l opm en t an d e va l u at i on pr oc es s
of c li e nts ` in d i v id u a l p l ans .
28 . The s oc i a l s er v ic e p ro v i de r inc l ud e s p ers o ns s er v ed as ac t i v e
par t ic ip a nts in p la n n in g a nd h a ve s et u p ap pra is a l m ade up of on - go i n g of
an o n- go i ng s tr uc t ur e d d i a lo g u e pr oc es s in th e m an ag em en t of t h e s er v ic e ,
i nc l u d in g th e d ef i ni t io n of th e n ee ds , t h e d ef i n it i on of t h e s er vic es , as we l l
as of t h e e v al u at i on of q u al i t y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
33
T he pr i nc i p l es a nd p r oc e d ur es f or th e
i n vo l v em ent of p er s o ns s er v e d in th e
s er v ic e m a na g em ent ar e d es c r i be d i n
HKT `s Q u a l it y G u id e, Pr oc e d ure f or
S er v ic e D el i v er y, Fe e d bac k S ys t em , an d
i n Em pl o ye e` s Ma n ua l .
T he m ain m eth o d f or i n vo l v i ng pers o ns
s er ve d is i n d i v id u a l p l a nn i n g (i nc l
i de nt if yi n g c l i en t` s n ee ds , pl a n ni n g
s er v ic es , a nd e va l ua t i on of s er v ic es ) i n
th e f ram es of e la b or a t io n an d
e va l u at i on
of c l i e nt`s in d i v id u al p l an , c on d uc t i n g of
em po wer i ng c o n v er s a ti o ns wi t h c l ie n t,
an d in m ee t in gs wit h c l ie n t`s
reh a b i li t at i on t e am (m inu t es of m eeti n gs
wer e pr es en te d) .
T o s up p ort em pl o ye e s i n t h is pr oc es s ,
G u id e l in es of Us i n g C li e nt`s
Ca p ab i l it i es E v a l ua t i on Q ues t io n n air e
an d C om pi l at i on of In d i vi d ua l P la n h a v e
be e n e la b or a t ed . Also G u id e l i nes of
Em po wer i n g C l i en t wi th S p ec i a l M en t al
Ne e ds ar e a va i l ab l e.
T he c ri t eri o n was ver if i e d a ls o t hro u gh
ex p l or i ng c l ie n t f il es a nd th ro u gh
i nt er v ie ws wi t h s t af f a nd c l i e nts , a n d
th e ir f am i l y m em ber s .
29 . T he s oc i al s er v ic e pr o v id er i ns t it u tes an a nn u a l e v a l ua t io n of
par t ic ip a ti o n of per s o n s s er v e d bo t h o n i nd i v i du a l a nd / or gr ou p b as i s .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
34
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he m eas ur es , ac t i vi t i es a n d p o l ic y f or
c l ie n t p ar t ic i p at i o n ar e a gr e ed wi t h
pers o ns s er v ed a nd t h eir f am il y
m em bers . The c l i en ts ` r i g hts to be
i n vo l v ed in t he m an ag em ent of s er v ic es
are d es c r ib e d in th e R i g hts a nd
Res tr ic t i ons of C l i en t s S er ve d a nd i n
HKT `s Q u a li t y G u i d e.
At c o ll ec ti v e le v e l, t he e va l u at i on of
par t ic ip a ti o n p o l ic y, pr oc e d ur es a nd
ac t i v it i es ar e c ar r ie d ou t b y c on d uc t i n g
SW OT ana l ys es of pr o c ed ur e, m e as ur es
an d ac t i v it i es f or i n vo l v em ent of c li e nts
an d t h ei r tr us t ees ( c l i e nts ` i np ut thr o ug h
i nt er v ie ws ) .
P ers o ns s er ve d c a n a ls o g i v e f ee db ac k
on r ec e i ve d s er v ic es an d i n vo l v em ent
proc e d ures at c l i en ts ` m eet i n gs
(m inu tes wer e pr es e n t ed) .
30 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s pec if ic i ns tr um ents f o r us ers t o
im pr o v e t he ir pe r s o n a l em po werm e nt a n d pers o na l s it u at i on a nd . t ha t of
th e ir c om m un it y
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
35
Em po werm en t of p er s ons s er v ed is a n
i nt egr a l p ar t of s er v ic es de l i v er y.
Re l at e d ac t i v it i es wer e e v i d enc e d in
s er v ic e d el i v er y pr oc e s s es a n d br o ug h t
ou t i n in ter v i e ws wit h s taf f an d p ers ons
s er ve d . C A Re ( Com pr eh e ns i ve
A ppr o ac h of Re h ab i l it a ti o n)
m etho d o lo g y is us e d in H KT an d K K .
In d i v id u al p l ans ar e c om pi l ed bas e d o n
CA R e m eth o do l o g y an d s i nc e 2 01 5
us in g of o n - l in e f or m s wi th gu i d e li n es
ens ur e t h e a d eq u at e im pl em ent a ti o n of
th e m et ho d. Als o G u i de l i nes of
Em po wer i n g C l i en t wi th S p ec i a l M en t al
Ne e ds ar e a va i l ab l e f o r s t af f .
B es i d es p ar t ic i pa t io n in i n di v i d ua l
p la n ni n g and e v a lu at i o n, an d
par t ic ip a ti o n i n c li e nt m eet in gs , c l ie nts
are pr o v id e d dif f er en t o p por tu n i ti es to
de v e l op t h e ir s k i l ls to c o pe
i nd e pe n de nt l y i n ur b a n en v ir o nm ent a n d
to m an a ge t he ir o wn l i ves . T h e m os t
im por ta nt of t h es e a r e t h e s k i lls a n d
c om pet e nc es to c op e in wo rk
en v ir o nm ent .
HKT h as d e v e lo p ed p er f or m anc e
i nd ic at ors to m eas ur e t he r es u lts in
em po werm en t of per s o ns s er v ed .
O bj ec t i ves a n d r es ul ts ar e pr es e nt e d i n
an n ua l p la ns a n d q u ar te r l y r e vi e ws , f . e.
da t a o n p er s ons s er v ed wh o ge t a n d
m aint a i n j ob .
31 . T he s oc i a l s e r v ic e pr o v id er o p er a tes s pec if ic m ec h a n is m s f or
es t a bl is h in g a n em po w er in g e n v iro nm en t.
36
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Em po werm en t of p er s ons s er v ed is a n
i nt egr a l p ar t of s er v ic es de l i v er y.
Pr i nc i p l es of em po we r m ent are
reg u l at e d in H KT ` s Q u a li t y G u id e .
Re l at e d ac t i v it i es wer e e v i d enc e d in
s er v ic e d el i v er y pr oc e s s es a n d br o ug h t
ou t i n in ter v i e ws wit h s taf f an d p ers ons
s er ve d .
T hrou g h i nd i v i d ua l p l a nn i n g an d
37
e va l u at i on pr oc es s ( ev a l ua t io n /
f ee db ac k s he ets ) th e ap pr opr i at e
em po werm en t m eas ur es are
de t erm in ed .
St af f m em ber s ar e t r a in e d t o s u p p ort
th e em po wer m en t of s er v ic e us ers ( a l l
ha v e e d uc a t io n a l b ac k gr ou n d i n S oc ia l
W ork ) and t he s u bj ec t is d is c us s e d
dur i n g K K` s s taf f m eet i ngs . A l l ne w s taf f
m em bers p as s i n tr od uc tor y tra i n in g
m odu les and wor k g ui d anc e , and
dec l ar e i n s ig n i ng s pec i a l f or m s tha t
th e y are a war e of al l nec es s ar y
proc e d ures a nd g u i de l i nes , i nc l u d in g
th os e r el a te d to em po wer m en t of
s er v ic e us er s .
In c as e of v o l un t e er s an d p ers o ns
pas s i n g t he ir m il i t ar y r e p l ac em en t
s er v ic e in H KT ` s un it s , s p ec i a l
G u id e l in es f or Em po wer i n g C l i en t wi t h
S pec i a l Me nt a l Ne eds have b e en
e la b ora t ed a nd t he y p as s s p ec i al
i ns tr uc t i o n.
32 . T h e s oc i a l s er v ic e pr o v i d er s el ec ts pr ogr am m es wh ic h ar e bas e d on a
ne e ds as s es s m en t a t th e loc a ti o n wh ic h i s m os t c on v e n ie nt f or th e pers o n
s er ve d , f am i l y a nd c a r e tak er s
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
38
K K h as a n o v er v ie w of the ne e ds of th e O n e c l i e nt no te d i n t he i nt er v i e w th at
pers o ns s er v e d a nd th e n ee ds of he pref ers to l i ve in c o un tr ys id e , c o up l e
po t en t ia l p er s ons s er v ed ( r eh a b il i ta t i on of c li e nts n o te d t ha t th e y n ee d m or e
39
p la ns an d i nd i v i d ua l p la ns of p ers ons pe ac ef u l e n vi ro nm en t (l es s p e op l e) i n
s er ve d inc l ud i n g c on t in u it y ne e ds , K K. A ls o, th e s t af f m em bers of H KT
c l ie n ts ` f e e db ac k s ur v e ys a nd an d KK c o ns i d er t he s p l it t in g th e
i nf orm at io n f r om c l i en ts ` m ee t in gs , ap ar tm ent of 15 p ers o ns l i v i ng in
wa i ti n g l is ts , inf or m at io n f rom c om m uni t y to t he t wo s m all er on es a nd
c oo p er at i on p ar tn er s (f . e. tr yi n g to f i nd p ro p er h om e f or c l i en t
rep res e nt at i v es of lo c a l g o v er nm en ts wh o d oes n` t l ik e t o l i ve in c i t y. T he
an d f u nd er ) , g en er a l po p u la t io n ef f orts ens ur e s ui t ab l e s o l ut i o ns f or a ll
s ta t is t ic s ). T o u n der s t an d t h e ne e ds of c l ie n ts s ho u l d be c on t i nu e d.
po t en t ia l c li e nts an d o th er s t ak eh o ld ers
Ük s k li en t m ärk is i nt er vj u u l, et ta
re la te d to th em m or e i n - de pt h , the
ee l is tak s e la d a m aa l, pa ar k l ie n ti
S ur ve y o n t h e N e ed f or S er v ic es f or
A du l ts wit h S p ec i a l Ne e ds h as be e n m ärk is id, e t na d v aj ak s id r a h ul ik um at
k es k k onda ( v ä hem i n im es i) Ka u nas e
c on d uc t e d b y H KT i n 2 01 3 .
K od us . K a HKT j a K K tö öt aj ad k aa l u va d
K K of f ers its s er v ic e s i n 3 d if f ere nt 15 i nim es e k og uk o nn a s el am is e k ort er i
b loc k of f l a ts wh er e c l i en ts l i v e in s am e j ag am is t k a hek s ja p üü a v ad l e i da
bu i l d in g wit h r es i d en ts of T ar tu c i t y. s ob i v at k od u k li e nd i l e, k ell el e e i m ee ld i
T he loc at i o n in t he c it y is f a vo ur ab l e e la d a l in n as . K õ i g il e k l i en t id e l e
bec a us e of ac c es s t o j o bs ( KK h as s ob i v at e la h en d us t e ots im is t t u lek s
us e d th is a d va n ta g e ex c el l e nt l y as j ätk at a.
m os t of th e c l i e nts ha v e j o b) . Bo th
tra ns por t, an d p os s i b il i t ies t o s p e nd At K K`s we bs it e th ere is on l y few
i nf orm at io n o n th e l oc at i on a n d ac c es s
l eis ur e t im e ar e we l l ac c es s i b le ( KK
to t he K K a par tm ents (th e a dd res s a n d
s u its to t he c l ie nts wit h ac t i ve l if e
s t yl e ) . I n c as e of s o m e c l ie nts , f am i l y s ug g es t i on to s e arc h th e l oc at i o n m ap
f rom the i nt er ne t). As th e ac c es s t o th e
m em bers l i v e i n s am e c it y. T h er e is a
K K`s b u i l di n gs is n ot eas y, t o pr o v i de
wa i ti n g l is t t o t he K K.
m ap an d i ns tr uc ti o n i n K K`s we bs i t e.
A ls o , i nf orm at i o n on th e ac c es s by
pu b l ic tr ans p ort at i o n c ou l d b e a dd e d.
K K p ak ub om a k o du l e he l vä h e i nf ot K K
as uk o ha k oht a ( a i n u lt a adr es s ja
s oo v i tus l e i da as uk oh t j a f ot od G o o g le
Ma ps ` i k au d u). S e ep ä ras t o n e tt e pa n ek
l is a d a KK k od u l eh e l e as ut us e
as uk o hak a art ja j uh is e d
k oha l ej õ udm is ek s . I nf ot võ ik s p ak k uda
k a ü his tr ans p ord i g a k o ha l ej õ u dm is ek s .
40
33 . T he s oc i a l s er v ic e pr o v id er of f ers pr o gram m es c ons is t en t wi t h th e
i de nt if ie d n ee ds of i ts c us t om ers an d o bj ec t i v es f or t h e pr ogr am m e.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT c o op er at es wit h f un d in g body
(S oc ia l I ns ur anc e B oar d) an d h as
de t erm in ed i ts n e eds an d ex p ec ta t io ns .
Co ntr ac t h as be e n s ig ne d wi t h f u nd i ng
bo d y to pr o v id e s pec i a l we lf ar e
s er v ic es .
T he n e e ds of d if f er en t s tak e ho l de rs
ha v e be e n d is c us s ed dur i n g m eet i ngs
an d d a il y c o o per a t io n ( thr o ug h e - m ai ls ,
ph o ne ) a nd in s a t i s f ac t io n s u r ve ys
c onc er n in g a l l m a in s t ak eh o ld er s .
T he s uc c es s a nd r es u l ts of t h e ex is t in g
s er v ic es ha v e be e n d e ter m i ne d a n d ar e
des c r i b ed in Q uar t e r l y R e vi e ws of
A nn u a l Pl a ns an d i n an n ua l r e por ts
(f .e. em pl o ym e n t r at e of p ers o ns
s er ve d , tr a in e es h os te d in K K; an d
K K`s c l ie nts as tr a in e es in ot her
i ns t it u ti o ns ; c l i e nts ` r e ha b i l it at i on p l a ns
im pl em ent e d) ; a n d at i nd i v i du a l l e v el in
i nd i v i du a l p l ans of p er s ons s e r ve d.
41
34 . T h e s oc i a l s er v ic e pr o v i d er o p er at es i nd i v i du a l pr oc es s es t ha t are
dr i ve n b y t h e ne e ds of t he pers o n s er v ed .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A l l re l at e d i nf or m at i o n is d oc um en t ed
i n i n di v i d ua l p la ns of per s o ns s er v e d
wh ic h was ver if i e d by ex am p les of
c l ie n t d oc um ent a ti o n s e en d ur in g th e
s it e vis i t.
Ne e ds of p er s ons s er v ed ar e d is c us s e d
an d agr e ed f r om th e m om ent c l i e nts
are en t er in g t he s er v ic e an d ar e
m onit or e d c o n ti n u ou s l y dur i n g the
s er v ic e pr oc es s . I n d i vi d ua l s er v ic es
nec es s ar y f or c l ie nts ( des c r i b ed i n t h eir
Re h ab i l it at i o n P l a ns an d I n di v i d ua l
P la ns ) ar e ar r a n ge d.
In d i v id u al P l a ns ar e c om pi l ed bas e d o n
CA R e m eth od o l og y) . T he n ee ds an d
ex p ec ta t io ns of t he s er v ic e us ers ar e
en t ere d in to th e ir In d i v id u a l P la ns
us in g s am e wor d i n g h as c li e nts d o.
Cl i e nts s i g n t h e pr in t - ou ts of I nd i v i d ua l
P la ns .
T he p roc es s its e lf is d es c r ib e d in t he
HKT `s s er v ic e de l i v er y pr oc es s es .
42
35 . T h e s oc i al s e r vic e pr o v id er d oc um ents t he p l a nn i n g of s er v ic e s b as e d o n
th e id e nt if ic a ti o n of in d i vi d ua l n ee ds an d ex pec t at i ons of p ers ons s er ve d i n
an I n d i vi d ua l P la n.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e p ro v i d e rs m eet t h is
c rit er i on t h e EQ U A S S As s ur a nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
S er v ic e us er s of HKT / K K h a ve
In d i v id u al P l ans th at c on ta i n d es ir ed
s it u at i on of th e p er s o ns s er v e d, g o a ls ,
m eas ur ab l e o bj ec t i v es , in te r ve nt i o ns ,
an d p ers on n e l r es po ns i bl e .
E ac h In d i v id u a l P l a n is a gr ee d b y t he
pers o n s er v e d a nd his /h er f am il y
m em ber or g u ar d i a n , an d s u p por t in g
pers o n.
36 . T he s oc i al s er v ic e pr o v i d er i d e nt if i es , d oc um en ts , a nd m a in t ai ns t he k e y
s er v ic e d e l i ver y pr oc es s es t o th e p ers o ns s er v ed in l i n e wi th its vis i o n,
m is s io n s ta t em ent a n d q u al i t y p ol ic y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he m ai n s er vic e d e li v er y pr oc es s es are
i de nt if ie d and d es c r i be d in HKT `s
S er v ic e De l i v er y P r oc es s , Q ua l i t y G u i d e
an d Em p lo ye e ` s M a nu a l.
T he m ai n s er vic e d e li v er y pr oc es s es are
reg u l ar l y r e v ie we d in t he f r am es of
43
i nt ern a l a ud i t pr oc e s s es an d in the
HKT `s s taf f m ee ti n gs .
T he m ai n s er vic e d e li v er y pr oc es s es are
i n l i ne wi t h H KT ` s v i s i on , m is s i on an d
qu a l it y p ri nc i pl es .
37 . T h e s oc i a l s er v ic e pr o v id er r e vi e ws th is d e l i ver y p roc es s a n d m ain t ai ns
c on tr ol o ver t h e d el i v e r y of th e s er v ic e.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT m on it or s i ts s er v ic e de l i v er y
proc es s es t hr o ug h r eg u l ar in t ern a l
au d its . C or r es p o nd i n g au d it r ep or ts ar e
c om pos e d . T he o utc om es of int er n al
au d its ar e d is c us s e d in m an a gem en t
m eeti n gs .
T he pr i nc i p l es of a r r a ng i ng i nt er na l
au d its ar e d es c r ib e d in H KT ` s Q u a l it y
G u id e . EQ U A S S s e lf - e v a lu a ti o n are
c ons i d ere d as i n ter n a l a u di t. B es id es ,
t wo t yp e s of in t e r na l a ud i ts a re
arr an g ed .
Firs t, i n ter n a l a ud i ts ar e c on d uc t e d b y
th e m ana g er s of hom e s ( the m an a ger of
on e hom e c o n duc ts in t er n a l au d it i n
an o th er hom e) . In ad d it i on to th e in p ut
f or s er v ic e d e ve l opm e nt , t h is pr ac t ic e is
c ons i d ere d as us e f ul m et h od f or
l ear n i ng f rom e ac h o t h er . T he las t
44
i nt ern a l au d it i n K K was c o nd uc t e d o n
th e adm i nis tr at i on of c l ie n ts ` d e bt c ar d
an d m one y i n c as h; a nd on c om pos it i on
of c li e nts ` p er s o na l f i l es ( 2 01 4) .
S ec o n d, the m ana gem en t of H KT
dec i d es th e is s u es ( 4 - 5 is s u es p er ye ar)
to a u d it b y ex t er n a l a u d it or s .
T he o utc om es of i nt er n a l a u d its are
ref l ec t e d i n A nn u a l Re por ts of H KT .
Re g ul ar m ee ti n gs , c h e c k s and r e v i e ws
are c o nd uc t e d b ot h in HKT as a wh o le
an d i n K K to as s ur e m aint a i n in g c on tro l
o ver th e de l i v er y of s er v ic es . T he m ai n
c hec k s an d r e v i e ws a r e r ef l ec te d i n t he
an n ua l p l a n a nd its q u ar t er l y r e p orts .
38 . T he s oc i a l s er v ic e pr o v id er e ns ur es th at the pers o n s er v ed c a n ac c es s a
c on t in u um of s er v ic e s th at s p a n f rom ea rl y i n ter v e nt i o n to s u pp or t a nd
res p o n d t o c h a ng i n g r eq u ir em ents o v er t im e .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT a nd K K e ns ur e tha t t he pers o ns
s er ve d can ac c es s a c on t in u um of
s er v ic es as n ee ds o f per s o ns s er v e d
are e v a lu a te d an d d es c r i be d in
i nd i v i du a l p l ans . T he e v a lu at i o n of
c on t in u it y of s er vic es is po i n te d ou t i n
K K`s a nd H KT ` s a nn u a l ac t i v it y p l a ns .
In c o op er at i on wi t h s tak e ho l de r s a n d
par t ners (m un ic ip a l g o v er nm e nts , ot h er
45
s er v ic e pro v i d er s , s c h oo ls , etc ) , KK a ls o
tak es c ar e th a t th e i r p er s ons s er ve d
c ou l d g et n ec es s ar y s er v ic es and
s up p ort af ter l ea v i ng f r om KK`s
s er v ic es . For ex am p le , ac c or d i ng t o t he
HKT `s b us i n es s p la n , H KT wi l l en d t he
s er v ic e of s up por te d l i v in g as it s h o u ld
be the s er v ic e pr o v id e d by local
m unic i pa l it i es . T o e ns ur e t he c o nt i n ui t y
of s er v ic es f or th os e K K` s c l i en ts wh o
c urr en t l y g et s er v ic e of s u pp or te d l i vi n g
an d wh o wo u l d ne ed it in f ut ur e,
ne g ot i at i ons wi th T ar t u Ci t y G o v er nm ent
are go i n g o n to gu a r an t ee nec es s ar y
s er v ic es f or K K` s c l i e n ts .
T he m eas u r es to e ns ur e c o nt i nu i ng
s er v ic e d e l i v er y ar e d es c r ib e d i n H KT `s
Q u al i t y G u i de and S er v ic e D e l i ver y
Pr oc es s .
39 . T h e s oc i a l s er v ic e pr o v i d er d e ve l o ps a s e am les s c o nt i n uum of s er v ic es a n d
red uc es b ar r ier s i n a m ult i - d is c i p li n ar y or m u lt i- ag e nc y s et t in g .
Rem ark f rom the au d i tor : T he s er v ic es of the s oc ia l s er v ic e pr o v i ders m ee t t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
In i ts e v er yd a y ac t i vi t i es , K K a n d H KT
as a wh o l e i d en t if y b ar r ier s t o s m oot h
an d c o nt i nu o us s er v ic e de l i v er y, a n d t o
ac c es s i b i li t y of t h ei r s er v ic es . H KT
rep or ts o n s o l ut i ons to s uc h p r o b lem s in
its A nn u a l Ac t i vi t y R ep or ts . Pr ob l em s
are ad dr es s e d i n H KT ` s B us i nes s P la n.
46
T o s ol v e th e pr ob l em s of ac c es s i b i l it y
an d c on t in u it y, H KT h as m ade
am endm e nt pr o p os als of S oc i a l W elf are
Ac t ( pr op os a ls a d dr es s e d to th e
M in is tr y of S oc ia l Af f air s wer e
pres e nt e d as pr oof ) .
KK h as m ult i d is c ip l i nar y a ppr o ac h in
th e ir s e r vic e d el i v er y. Fo r t ha t they
c oo p er at e wi th r e h ab i l it at i on t eam s of
th e ir c l ie nts ( i n d i vi d u a l p l an s g et i n pu t
f rom reha bi l i ta t io n p l ans ) , ps yc h i atr is ts
an d o t her ph ys ic i a ns (in c as e of
tre atm e nt n ee d e d) , pr o v id er s of
reh a b i li t at i on s er v ic es , an d o th er
par t ners / s e r vic e pr o v i ders
(un em pl o ym en t of f ic e , m unic i p al i t y, d a y
c en tr es , e tc ) .
As on e of t he KK ` s p u r pos es is to as s is t
its c l i en ts in pr ac t ic i n g e v er yd a y l if e as
s im il ar as pos s i b le t o “ n or m al l if e” an d
to c o p e wit h e v er yd a y bus in es s , th e KK
do es n`t pr o v id e a ll s er v ic es n ec es s ar y
to i ts s er v ic e us er s i n K K b ut as s is ts
th em i n go i n g t o d oc tor s , p ar t ic ip a ti n g
i n r eh a b i li t at i on t e am m eeti n g, g o i ng t o
work o r ot h er p lac es , etc .
40 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s er v ic es f rom a h o l is t i c a p pro ac h
bas e d o n t he ne e ds a nd ex p ec ta t io ns of t h e p ers o n s er ve d wit h th e a im of
im pro v i ng t h e qu a l it y of lif e f or t h e pe rs o n s er ve d .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
47
KK us es c l ie n t - c en tr ed h o l is t ic
ap pr o ac h , wh ic h aims to im pr o ve
c l ie n t`s q ua l i t y of l if e . Det er m i na t io n of
qu a l it y of lif e of e ac h i nd i v i du a l s er v ic e
us er is i n te gr at e d in to p er s o n - c e ntr e d
p la n ni n g. As a p ar t of in d i v id u a l p la n ,
HKT a nd its KK us e s p ec ia l e - f orm
bas e d on C A Re m eth o do l o g y to
m eas ur e qu a l it y of l if e ( i nc l t h e is s ues
of he a lt h , f r ee t im e, f in anc i a ls , f am i l y,
s e lf - es t e em , ac t i vi t ies ) an d t he qu a l it y
of l if e is de t er m in ed in d i vi d ua l l y b y e ac h
s er v ic e us er ( a n d ex pr es s e d i n h is / h er
i nd i v i du a l wor d i ng) . R es p ec ti v e g oa ls i n
i nd i v i du a l p l ans a r e s et in c o o pe ra t io n
wi t h s er v ic e us er s .
T he q ua l i t y of l if e i n it i at i v es `
ef f ec t i ve n e s s is m o ni tor e d; r es u lts a re
m eas ur ed and r ep or te d in in d i v id u a l
p la ns . At c o l l ec t i v e l e v e l, t he qu a l it y of
l if e is als o m on i tor e d an d r e por t ed i n
Q u art er l y R e v ie ws of An nu a l Ac t i on
P la ns (in c as e of s om e c ert a in
i nd ic at or) .
41 . T h e s oc i al s er v ic e pr o vi d er i d en t if i es t he ne e de d c om pe te nc es , s k il ls
an d s u p por t f or s taf f t o e nh a nc e t h e qu a l it y of lif e f or p ers o n s er v ed .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he n ec es s ar y s k il ls an d c om pe t enc es T o br in g t h e at te nt i o n of th e em pl o ye e
are des c r i b ed in j o b d es c r ip t io ns . T h es e an d h er/ h is s u p er v is or o n t he n e ed t o
48
are e v a lu a te d a nn u a ll y d ur in g e va l u at e em pl o ye e`s s pec if ic s k il ls a n d
em pl o ye es ` per f or m anc e reviews. c om pet e nc es to s u pp ort l if e qu a l it y of
T rai ni n gs ar e pr o v id ed t o em p lo ye e s , s er v ic e us ers ( an d ot her c e ntr a l is s ues
wh ic h was e vi d enc e d b y tr a in i n g p l ans , re la te d to c l i en t work , f . e.
tra i n in g re p or ts of K K , i nt er v ie ws a n d em po werm en t), t he s ec ti o n of
s taf f m eeti n g m inu t es ( t hos e s t af f e va l u at i on of s k i l ls a n d c om pet e nc es of
m em bers wh o h a ve p ar t ic i pa t ed in th e pr e pa ra t io n f o rm f or an nu a l
tra i n in gs r ec en t l y, s h ar e t h eir perf orm anc e r e v ie w c ou l d be
k no wle d ge wi t h ot h er s ) . s up p l em ent e d wi t h r es pec t i ve k e ywo r ds .
S el l ek s , et tuua t öö t aj a ja t em a
s up er v i is ori / j uh i tä h el ep a nu v aj ad us e le
h in n at a ar e ng u v es t l u s e k äi gus tö ö taj a
s pe ts i if i l is i os k us i ja k om pet e nts e
k lie n d i e l uk va l i te e d i t oe tam is ek s
(s am ut i te is i o l u lis i k l ie n d it öö
k om pet e nts e n a gu nt j õ us t am in e),
tu l ek s ar en g u ves t lus e v orm i os k us t e j a
k om pet e nts i de h i nd am is e os as s e l is a d a
v as t a v ad m ärk s õna d / n ä it ed .
42 . T h e s oc i a l s er vic e pr o vi d er i de nt if ies i ts bus i n es s r es u l ts a n d pr o vi d es
f orm al p er io d ic a n d i nd e pe n de n t re v i e w a nd pr oc e d ures to ac h ie v e t h e
tar g et ed r es u l ts .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HT K an d i ts K K s et t he ir o bj ec t i v es in
A nn u a l P la ns of th e u n its .
Res u lts ar e r e p or t ed in Q uar t erl y
Re p orts of K K` s A n n ua l P la ns , A n nu a l
Ac t i v i t y Re p or ts of HK T and Ye ar - B ook s
of H KT pres e nt e d i n H KT ` s we bs i t e.
49
Ex t er n al r e v ie ws ar e m ade by t he
f un di n g b o d y a n d C ha nc e l l or of J us t ic e
i n th e f r am es of s u per v is io n .
A nn u a l Re p or ts are a ud i te d by
i nd e pe n de nt s wor n au d it or . An n ua l
Re p orts a nd r e p or ts on im p lem en t at i on
of An n ua l Pl a ns ar e p r es e n te d t o H KT `s
B oar d (g o v er n i n g b od y) .
Ex t er n al a u d its ar e a ls o c ar r ie d o ut i n
c as e of a n e ed .
43 . T h e s oc i al s er v ic e pr o vi d er i d en t if i es an d re g is t ers t he ou t c om es a n d
be n ef i ts f or p er s o n s er ve d of th e rec e i v e s er v ic es on in d i v i du a l a nd
c o ll ec ti v e b as is .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
K K ga t hers a n d doc u m ents inf or m ati o n
reg ar d in g r es u lts of pr o v i d i ng s er v ic es
bo t h on in d i v id u a l a nd c o l l ec t i v e bas is .
At i n d i vi d ua l l e v el , t h is i nf or m at i on is
a va i l ab l e i n in d i v i du a l ac t i o n p l a ns an d
f in a l e va l u at i on r ep or t s / r es um es .
At c o l l ec t i v e le v e l, th e s um m ar y of
ac h i e v ed r es u lts a n d b en ef i ts of t he
rec e i v e d s er v ic es ar e als o m eas ur e d
an d pres e nt e d i n Q u ar t er l y R e por ts of
A nn u a l P l ans , a nd d is c us s e d i n s t af f
m eeti n gs t wi c e a ye ar ( m inut es of th es e
m eeti n gs wer e pr e s en t ed) . S er vic e
us ers ` an d t he ir f am il y m em ber s `
50
s at is f ac t io n o n s er v ic es ar e m eas ur e d
onc e ar e ye a r by c o n duc t in g
s at is f ac t io n s ur v e ys an d r e p or t ed in
A nn u a l Re p or ts .
44 . T he s oc ia l s er v ic e pr o v i d er e v a lu a tes i t s bus i nes s r es u lts i n ord er to
de t er m in e b es t v a lu e f or p urc has ers a nd f u n ders ( ‘b e s t v a lu e ’ c a n a ls o be
ex pr es s e d in r e l at i o n to t he i nc r e as e d q ua l i t y of l if e of f er ed t o t h e pers o n
be i n g s er v ed) .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT a nd its K K e va l ua te t h e r es u lts Inf orm at i o n o n bes t v a lu e f or s er v ic e
an d a d de d va l u e of its wor k dur i ng us ers an d p urc ha s ers c o ul d be
m eeti n gs a nd t hr o ug h s er v ic e us ers c om m unic a te d thr o ug h K K we bs it e ( t he
an d ot he r s t ak eh o ld er s ` ( f am i l y reas o ns wh y to c h oo s e K K`s s er v ic e
m em bers , f u n d er s ) s ur v e ys . R es p ec t i v e f rom the ra ng e of s er v ic es a v ai l a bl e in
s ubj ec ts ar e r ef l ec t e d i n t he Q u ar ter l y m ark et).
Re p orts of A nn u a l P la ns , a n d i n ye ar l y Inf o t t e e nus e l is a v ä ärt us es t te e nus e
Ac t i v i t y Re p or ts / Ye a r - B ook s . s aaj a le ja os tj a l e v õ ik s j ag ad a KK
k odu l eh e l ( nt põ hj us e d, m ik s ee l is t ad a
In d i v id u al pl a ns of s er v ic e us er s a r e KK te e nus t t e is te l e s a ad a ol e v at e l e
reg u l ar l y e v al u at e d inc l ud i n g l if e te e nus te l e) .
qu a l it y is s u e wh ic h e n s ur es t h at a d de d
v a lu e of t h e s er v ic es f or qu a l it y of l if e
is m on it or ed . T o h a ve c om ple t e v i e w at
c o ll ec ti v e l e ve l , the d is c us s i o ns on
s er v ic e us er s ` i nd i v i du a l p l a ns ar e h e ld
i n s taf f m eet i ngs t w i c e a ye ar .
45 . T h e s oc ia l s er v ic e pr o v i d er e va l u at es th e i n di v i d ua l a n d c o ll ec ti v e
s at is f ac t io n of p er s o n s s er v ed a nd ot h er s t ak eh o ld ers b y in t ern a l an d/ or
ex t er na l e v a l ua t io n.
51
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
S at is f ac ti o n e v al u at i o n i n H KT an d K K S ee t h e s ug g es t i o n on c ri t er io n 3 .
is c om pre h ens i v e. T he pr oc es s of
c o ll ec ti n g f ee d bac k is d ef i ne d in Vt k rit e er ium i 3 s o o v it us t .
Q u al i t y G u id e a nd s pec i a l doc um en t
Fe ed b ac k S ys tem .
Q u al i t y G u i de a nd s p ec ia l d oc um ent of
Fe ed b ac k S ys t em s et th e pr inc i p les f or
as s ur i n g a p pr opr i at e an d obj ec t i v e
m eas ur em ent of s t ak eh o ld ers `
s at is f ac t io n.
K K c o nd uc t r e g u lar s ur ve ys t o r ec e i ve
f ee db ac k f r om the p er s ons s er v e d an d
th e ir f am i l ies . S p ec ia l f ee d bac k f orm s
are d e v e lo p ed f or eac h t ar g et gr ou p ( t o
ge t a p pr opr i at e f e ed b ac k f r om s erv ic e
us ers , t h e f ee d bac k f or m is s im ple a n d
em otic o ns ar e us ed) . HKT c e ntr a l l y
c on d uc ts r eg u l ar s ur ve ys to ge t
f ee db ac k f r om f und in g b od y an d
em pl o yers .
T he is s ue of s at is f ac t i on e v a l ua t io n is
d is c us s e d a t t h e m eet i ngs of s er v ic e
us ers i n or der to as s ur e ap pr o pr ia te
m eas ur em ent .
In c as e s e r vic e us er s ar e n o t a bl e t o
f il l f e e db ac k s h e ets , they are
i nt er v ie we d b y p er s o n ne l of K K .
52
B es i d es , t h er e is p o s s i bi l i t y to s en d
f ee db ac k us in g i nt er n et f or m in HT K`s
we bs it e.
T he is s u e is r ef l ec te d in H KT ` s an n ua l
rep or ts .
46 . T he s oc i a l s e r v ic e pr o v id er p ro v i des ac c es s i b le an d e as il y
un d er s t a nd a b le r ec or ds on o utc om e, i nc l ud i n g p ers o na l p erc e pt i on a n d
ac h i e v em ents
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he rec or ds on outc om e are S ug g es t i on f or K K to be m ore pr o ac t i v e
c om m unic a te d to s t ak eh o ld er s , s t af f i n c om m unic a ti n g i ts res u lts a n d s e nt
an d p ers ons s er ve d. i nf orm at io n o n t h e pu b lic a ti o n of H KT `s
A nn u a l R ep or t ( Ye ar - B ook ) d ir ec t l y to
HKT c om p l ies onc e a ye ar th e K K `s p art n ers (c l i en t s ` em pl o ye rs ,
c om pre he ns i ve A n nu a l R ep or ts ( ye ar - l oc a l u n em pl o ym e nt of f ic e, l oc a l
bo ok s ) on H KT as a wh o le a nd wi t h go v er nm ents , etc ) a nd f un d i ng body
s pec i a l s ec t i on o n e ac h H KT ` s h om e (l oc a l c as e m ana g er s ) as in te r vi e we d
wh ic h ar e a v ai l a bl e f o r a l l s t ak eh o ld ers par t ners a nd th e r epr es e nt at i v e of
i n HKT `s we bs i te . f un der wer e in te r es t e d of th is
i nf orm at io n ( b ut n ot i nf orm ed o n t he
A nn u a l P l a ns ` Q u ar t er l y R e v ie ws ar e
a va i l ab i l it y of An n ua l Re p orts ) .
d is c us s e d i n c l i en t e x per i e nc e gr o ups
In a dd i ti o n, i nf orm at i on on K K`s
(m inu tes a v a i la b l e) a nd s t af f m eet in gs
c ha l l en g es , o bj ec t i v es an d
(m inu tes ) .
ac h i e v em ents c o u ld b e s pre a d thr o u gh
HKT `s A nn u a l Re p or t s i nc lu d e p ers o n a l K K`s we bs i t e. To il l us t ra te th is
perc e pt i o ns and ac h ie v em en ts (f .e . i nf orm at io n, it is a d v is ab l e t o i nc lu d e
ac h i e v em ents f r om s p or t c om p et it i o ns ). c l ie n t s t or ies / ex am pl es t o d em ons tra t e
K K`s g oo d res u lts ( qu a li t at i v e da t a).
53
Et t ep a nek K K` l e o l l a om a tu l em us tes t
i nf o j ag am is e l pro ak ti i vs em j a s aat a i ga -
aas t as e l t inf o HK T aas t ar a am atu
i lm um is e k oht a o ts e KK p art n er it e le
(k lie n ti d e tö ö an dj ad , t öö t uk as s a, KO V id
j t) ja rah a s taj a le (SKA
j uh tum ik orr al d aj a te l e) , k ui võr d
i nt er vj u e er it u d p ar tn er id ja ra h as t aj a
o li d n im eta t ud i nf os t h u v it a tu d ( a ga
po l n ud inf o rm eer it ud a as t ar aam at u te
o lem as o l us t) .
T äie n d a va l t võ i b KK v ä lj ak uts et e ,
ees m ärk id e j a s aa v ut u s t e, k o ht a j ag a da
i nf ot k a K K k o du l eh e l. N im eta t ud i nf o
i l lus t re er im is ek s on he a l is a d a ka
k lie n d il u g us i d / n ä it e id , m is nä i ta v a d K K
he a d t ö öd , t e en us e k as u j a v äär t us t
(k va li t at i i v ne inf o) .
47 . T h e s oc ia l s er v ic e pr o v i d er ac t i v e l y d i s s em in at es or ga n is at i on p erf orm a nc e
am ong its s t af f , s er v ic e us er s an d ex t ern a l s tak e ho l de rs .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT a n d KK r e p or t o n t he ir ac ti v i t ies a nd S ee a ls o c ri t er io n 4 6.
perf orm anc e to f u n d in g bo d y, s t af f ,
s er v ic e us er s an d p u r c has er s p r es e nt i ng
i nf orm at io n in i ts webs i te ( i nc l An n ua l
Re p orts ) and d is c us s in g r es u lts in
m eeti n gs wi t h s t af f a nd s er v ic e us ers
(m inu tes ) .
O n a n i nd i v i du a l b as is , ac h i e v em ents a n d
54
perc e pt i o ns of s e r v ic e us ers ar e
d is c us s e d on in d i v i du a l b as is . On a
c o ll ec ti v e l e v e l r es ul t s ar e d is c us s e d i n
reg u l ar c l i e nts ` m ee t i ngs a nd i n m eet i ngs
wi t h par t ner s .
B es i d es , t h e ac t i v it i e s of K K is r e por t ed
an d ref lec t ed o n K K` s hom ep ag e (p h ot os ,
ne ws ) .
At the i nf or m at io n s t an ds of K K`s
ap ar tm ents t h er e wer e i nf or m at io n on
f orthc om in g e v en ts an d ac hi e v em ents .
T his inf orm at io n is a l s o s har e d in c l os ed
gro u p of c l i en ts an d p er s o n ne l in
Fac eb o ok . St af f of K K s h ar es im port a nt
i nf orm at io n nec es s ar y to pe r s o n ne l i n n ex t
s h if t b y K K` s i n ter n a l s it e` s n e ws f l o w.
S ee a ls o c r i t er io n 4 6.
48 . T h e s oc ia l s er v i c e pr o v i d er has a s ta n dar d pr oc e d ur e f o r c o nt i nu o us
im pro v em ent on t h e b as is of a n im pr o vem en t c yc l e.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Co nt i n uo us im pr o v e m ent pr oc es s is
des c r i b ed in H KT ` s Q ua l it y G u id e .
T here ex is ts a P D A C c yc l e i n a n n ua l
p la n ni n g of im pr o v e m ent ac t io ns an d
th e ir r e v i e wi ng p r oc es s .
T he m ai n im pr o vem en t p r oj ec ts wi t h
th e ir g oa ls an d r es u lt s ar e r ef lec t ed in
HKT `s and K K` s a nn u a l p l ans an d
rep or ts ( A n nu a l Re p or ts / Ye a r - B ook s ).
55
Q u al i t y im pr o v em en t pr oj ec ts ar e
doc um en te d .
49 T he s oc i al s er v i c e pro v i d er id e nt if i e s p erf orm anc e in d ic at ors f or
m eas ur in g t he r es u l ts of t h e im pro v em ent ac ti o ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT and KK have p er f or m a nc e
i nd ic at ors f or m eas ur i ng t h e r es ul ts of
im pro v em ent pr oj ec ts . O bj ec t i v es of
im pro v em ent pr oj ec ts ar e d ef i n ed a nd
res u l ts m eas ur e d i n A nn u a l P l ans an d
i n th e ir Q u ar t er l y R ep or ts .
Im pro vem e nt pr oj ec ts ar e d oc um ent e d,
th e y inc l u de g oa ls an d r es p ec ti v e
perf orm anc e in d ic at or s . T his was
v er if i ed t hr o ug h i ns p ec t i n g few
ex am p les dur i n g s it e v is it .
F.e . In tr od uc t i o n an d i m plem en ta t io n of
th e O f f ic e 365 f or inf or m ati o n
m anag em en t an d i ntr od uc ti o n of we b -
bas e d e- f i l es f or c l i e nt d oc um ent a ti o n
an d i n d i vi d u al pl a nn i n g.
50 . T h e s er v ic e pr o v i d er in tr od uc es a n d m an ag es i nn o v at i v e wa ys of wo rk in g
th at ha v e b ee n i d en t if i ed bas e d on t h e n ee ds of s tak e ho l d ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
56
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT a n d i ts K K f in d wa ys of b e in g
i nn o v at i v e, tak i ng i nt o ac c o u nt th e
ne e ds an d ex pec t at i ons of
s tak e ho l de r s . B es t pr ac t ic es and
c on t em pora r y ap p r oac h es f r om
d if f ere nt c ou nt r i es ar e us e d in
de v e l op i ng s er v ic es .
Ex am pl es : F ur t h er i m plem en ta t io n of
CA R e m eth od o l og y i n H KT ( f or m s of
c l ie n t s ` i n di v i d ua l p l a ns i n web - b as ed
e- f i l es ar e bas e d on C A Re
m etho d o lo g y, g u id a nc e o n us in g th es e
f orm s are pr e p ar e d an d tr ai n i ng of
CA R e m eth o do l og y t r a in er s f or e ac h
HKT h om es h a v e be e n c o n duc te d) .
In tro d uc in g H A M ET m etho d o lo g y f or
e va l u at i on of v oc at i on a l a pt it u de
c onc er n in g c r af ts m an s h ip , gr os s and
f in e m otor s k il ls , a n d wor k b e ha v i ou r
f or pers o ns wit h m ent a l d is or d er an d
f or p e op l e wit h m ent a l d is ab i l it y.
In n o va t io n pr oj ec ts ar e r ec or de d in
A nn u a l P l a ns an d R e p orts .
Im plem e nt at i on of new m et ho d o lo g y
was pr es en t ed in c l i en ts ` e - f il es
(e va l u at i ons an d i n di v i du a l p l ans ) .
57
4. Agreed additional development / improvements
T he a p pl ic a nt a gr e e d on th e f o l l o wi ng im pro v em en t ac t io ns a nd / or a d di t i o n a l
de v e l opm en t f or th e p er io d of t wo ye a rs .
1. T o anal ys e t h e ne ed s and sat i sfa c t ion of coop er at ion p art ne r s, c li ent s`
emp lo ye r s an d f u nd e r b y e a ch hom e
HKT a na l ys es th e n e eds an d s at is f ac t i on of t he c oo p era t io n p art n ers , c li e nts `
em pl o yers , a nd f un d e r c o nd uc ti n g r es pec t i v e s at is f ac t io n s ur v e ys b ut t hes e d on` t
pro v i d e in f o r m ati o n o n t h e o p er at i on of c e rta i n hom e ( ex c e pt i n c as e of m ark in g
c ert a in hom e i n c om m en ts ) .
T o get b et ter i np ut to im pr o v em ent ac t i v it i es an d a ls o f ee d bac k on go od o per at i o n
of hom es , t h e q u es t i o n o n wh ic h hom e / u n i t th es e s t ak eh o ld ers c oo p er at e s h ou l d
be ad d ed t o t he q u es t i on n a ir es .
B es i d es , t o e ns ur e h ig h er p ar tic i p at i on r at e t h e in v i ta t io n t o th e c oo p era t io n
par t ners a nd c l ie n ts ` em pl o yer s f o r p art ic i p at i on i n s ur v e y wo u ld be r e a s o n ab l e t o
s en d d ir ec t l y b y t h e h om e c o o per a ti n g wi t h t hes e s t ak eh o ld ers .
2. T o sha r e m or e inf o rm at i on to st a ke hol de rs on KK` s a ctiv iti es a nd
re su lt s
Ac t i v i ti es an d r es u lts of HKT as a wh o le ar e wel l r ef l ec t e d i n H K T `s year - b o ok s .
A ls o ac t i v it i es of a l l h om es ar e r ef l ec t e d. S t i ll , th e i nt er v i e we d p art ne rs a n d
f un der`s r e pr es e nt at i v e wer e n ot a war e on s uc h re p orts , b ut ex pr es s ed th e ir
i nt eres t on th es e. T h e r ef or e, th er e is s u g ge s ti o n t o s e n d inf orm ati on ye a r l y t o K K`s
s tak e ho l de r s on pu b l is h in g t he ye ar - b ook at HKT `s we bs it e .
As th es e ye ar - b ook s r ef l ec t m ai nl y im p or ta nt res u lts of H KT as a wh ol e (f . e.
s at is f ac t io n of c l i en ts ` f am il y m em bers , a n d c l ie n ts ` em pl o ye rs , em p lo ym en t ra te of
s er v ic e us er s ) , th er e is s u gg es t i o n to ref le c t K K`s im por ta n t r es u lts a ls o at K K `s
we bs it e. T o i ll us tr a t e th is i nf or m at i o n, th e re is s u gg es t i o n t o pu b l is h p ers o na l
op i n io ns a n d ex per i e n c es of K K` s c l i en ts at K K`s we bs i te .
3. T o f ind oppor t uni t i e s f or d iv id ing th e K K`s apa rt me nt for c ommu nit y
liv in g in t o t w o sm al l er ap art m ent s
S e ver a l c l i en ts of l i vi ng in c om m uni t y s er v ic e no te d t ha t th e y w ou l d l ik e to l i v e
m ore pe ac ef u l l y a nd t ha t i n t h e ir a par tm en t th er e c o u ld l i ve l es s p eo p l e (1 5 a t t his
m om ent) . In te r vi e we d ac ti v i t y s u per v is ors f ou n d th is re q ues t as re as on a b le
bec a us e t he s p ec i a l ne e ds of c l ie nts ( n ee d f or m ore p eac ef u l e n v iro nm en t).
58
T heref ore , t h er e is s ug g es t i on to f in d op p ort u ni t ie s t o d i v id e K K`s ap artm e nt in
K au n as e Str e et in to t w o s m al l er a p artm en ts .
Jä rg nev ak s k ah ek s a ast a k s ko kk ul epi tud pa re ndu st egev u s ed j a/ v õi a r en gu d.
1. Uu rid a p a rt n e rit e, t ö öand j ate j a rah a st aj a v aj adu si nin g rah ulo lu kodud e
ka up a
HKT u ur ib k ü ll k o os t öö p ar t n er it e j a k li e nt i de t ö öa n dj a t e ra hu l o lu , k orra ld a d es
rah u l o lu - u ur in g ui d , k ui d n ee d e i a nn a i nf ot k onk reets e k od u t e g e vus e k oh ta ( v . a.
s i is , k ui vas t aj a o n om a k om m ent a ar id es k o d u n im e m ai ni n u d).
S el l ek s , et u ur i ng u d a n nak s i d tä ps em at s is e nd i t p are n dus t e ge v us tes s e n i ng
ta g as is i d et k a k odu de he a t o im im is e k o ht a, t u lek s rah u lo l u - uu ri n gu te k üs im us t ik e le
l is a d a k üs im us s e l l e k oht a, m i ll is e k od u / ük s us e ga n e ed h u vi po o l ed k o os t ö öd
te e v ad .
L is ak s o lek s k õr gem a os a l us e t ag am is ek s ots tar b e k as v as ta v a k od u par t ner i te l e,
tö ö an dj a t el e s a at a u u r i ng us os a lem is e k uts e ots e n e nd e ga k oos t öö d t eg e v a k o du
po o lt .
2. Ja ga da huv ipoo lt el e põhj al ik um alt infot KK te gev u st e j a t ule mu st e
koht a
HKT a as t ar a am atu d k aj as ta v a d p õ hj a l ik ul t HKT k ui t er v ik u t e ge v us i j a t u l em us i,
pak k udes v õ im al us t k a i g a k odu te g e vus te j a tu l em us te k aj as ta m is ek s . Sam as
po l n ud K K par t ner i d j a r a h as t aj a es in d aj a H KT a as t ar aam at ut es t te a d lik u d j a
a va l d as i d soovi n en de g a tu t v ud a. S ee g a on et te p a nek ig a - aas t as e l t s a at a
hu v i p oo l te l e i nf o t aas t ar a am at u a v al d am is e k oht a HKT k o du l eh e l.
K ui v õr d a as tar a am atu d k aj as t a v ad o lu l is i i nd ik a at or ei d ee lk õ ig e HKT k ui t er v ik u
k oht a (n t k l i en t id e p er ek o n na l i ik m ete j a k lie n ti d e t ö öa n dj a t e rah u l o lu , s am uti
v õtm et u lem us i n a gu n t k li e nt i de tö ö hõ i v e) , s i is o n et te p an ek k aj as t a da K K o lu l is i
tu l em us i (s h ar v n äi t aj ad) k a K K k odu l e he l . S el l e inf o i l l us tr ee rim i s ek s k aa lu d a k a
K K k l i en t id e p er s on a a l s et e ar v am us te j a k og em us te k aj as tam is t K K v e e bis .
3. Lei da v õi ma lu se d K K kogu kon na s e la mi se k ort e ri j ag am is e k s ka he k s
v äi ks em a ks ko rt e r ik s
M itm ed k og uk on n as e l am is e t ee n us e k l ie n d i d a v al d as id in t er vj u u d e k äig us s o o v i, et
ta h ak s id e la d a r ah u l ik um alt j a et k ort er i s e lak s v ä hem i n im es i (h e tk el 15 ).
Et t ep a nek ut t oe t as i d k a in ter vj u eer i tu d te g e v us j u h en d aj a d, p i da d es k lie n ti d e s o o v e
s eos es n e nd e er i v aj a d us t eg a (s h v aj ad us ra h u lik um a k es k k onna j äre l e)
m õis t lik uk s . Se e p är as t o n et t ep a nek l e i da v õ im al us e d, e t j u b a i da n em a p an d ud
59
p la a n j a g ad a K K k og uk on nas e l am is e k ort er k ah ek s v ä ik s em ak s k orter ik s , s a ak s
te ok s .
60
Closing remarks
A S H o o lek a nd et e en us ed ( H KT ) is a 1 0 0% s t at e - o wn ed e nt erp ris e . It is es t ab l is he d
i n 2 0 0 7 t o m an a ge a nd a dm in is ter s e p ara t e s t a te - o wn e d s oc i a l we lf ar e s er v ic es
i ns t it u ti o ns i n a l l o v e r Es to n i a . T h e m ai n are a of ac t i v it y of t h e org a n is a t io n is
pro v i d i ng s oc i a l we lf a r e s er v ic es t o a du l ts wi t h s pec i a l m ent a l n ee ds . I n th is f i el d
of ac t i v it y, H KT is t he lar g es t s er v ic e pro v i d er i n Es t o ni a wi th its 24 hom es s pr e ad
o ver Es t on i a wi th n e ar l y 25 0 0 c li e nts a nd 1 0 00 em pl o ye es . In a dd i ti o n t o pr o vi d i ng
s er v ic es f or a du l ts w it h s p ec ia l m ent a l n e eds , H KT of f ers s u bs ti t ut e hom e a nd
c h il dc ar e s er v ic es t o c h il dr e n wit h s p ec i a l m ent a l ne e ds an d c are s er v ic es t o
e ld er l y p eo p l e. A ls o r e h ab i l it a ti o n s er v ic es ar e of f ere d in s om e u n its and
ac c om m odat i o n is pr o v i de d t o as yl um s e ek e rs .
Ce ntr a l s u p p or t s er v i c es pr o v id e d b y H K T to its hom es ar e hum an r es our c e
m anag em en t, r ea l e s ta te m an a gem en t, l og is t ic s , f i na nc i a l m an a gem e nt , ICT
m anag em en t, a n d c a t er in g. K K d oes n` t us e t he la tt er s er v ic e as i ts c l ie n ts pr ep ar e
f oo d b y th em s el v es , o n l y s om e m ai n f o o ds t u f f is b o u gh t i n c e ntr a l l y.
HKT `s m is s io n is : “ M o r e ac t i v e l if e in c om m un it y” . L o n g- t erm o bj ec t i v es of H KT
des c r i b ed in H KT ` s b u s i nes s p l a n ar e:
- c l ie n ts ar e ac t i v e m em ber s of t he c om m uni t y a n d s at is f y wi t h th e s er v ic e ;
- en t er pr is e a nd its j o b m anag em en t ar e ef f ic i en t;
- em pl o ye es h a v e nec es s ar y s k i l ls a nd t o o ls .
A c om m on qu a li t y s t a nd ar d f or s er v ic e pr o v is io n is im pl em ent e d in a l l h om es of
HKT wh ic h is b as e d on EQ U A S S As s u ranc e c r i ter i a . H KT has es ta b l is he d
reg u l at i ons c o v er in g a ll ar eas of ac t i o ns wh ic h ar e m an da t or y f or al l s er v ic e
pro v i d ers . I n c as e of s om e r e g ul a ti o ns a da pt at i o ns ac c or d i ng t o th e p ec u l i ar it y of
j ob m an ag em ent of h o m e ar e al l o we d.
T artu K a un as e K od u ( K au n as e St Ho m e i n Tar tu C ity , K K, es ta b l is he d i n 20 1 1) is
on e am on gs t 2 4 H KT ` s hom es . T h e a par tm ents of K K l oc at e in T ar tu`s m a in ar e a of
l arg e b loc k of f l ats i n d we l l i n g h o us es n e x t t o eac h ot h er. In th e K au n as e S t
ap ar tm ents t h e s er v ic e of l i v i ng i n c om m uni t y f o r 1 5 p ers ons wi t h m enta l d is a bi l i t y
an d m e nt a l dis or d er i s pr o v id e d. I n th e t wo ap ar tm ents of tre e i n Mõ is a v ah e S t,
s er v ic e of s u p por t ed l i v in g wi t h s er v ic e s of as s is t a nc e i n e v er yd a y l if e a nd
s up p ort e d w or k in g is pr o v i de d f or 6 p ers ons wi t h s p ec ia l m en ta l n e eds . T hes e
s er v ic es e na b l e a d ul ts wi t h s p ec ia l n ee ds t o l i ve b y t h em s el v es as s is t e d b y ac t i v i t y
s up er v is ors , t o wor k , an d t o us e o pp ort u n it i es of urb a n en v ir o nm en t i n arr a ng i n g
th e ir wo rk l if e a nd f r e e t im e.
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T here are 5 ac t i v it y s u per v is or s , s en i or ac t i v it y s up er v is or an d d ir e c tor (s har i n g
it`s work t im e be t we en 3 H KT ` s hom es ) wo rk ing in K K.
In its s er v ic e pr o v is io n H KT a nd i ts K K tak e in t o ac c o un t pr es e nt an d f u tur e ne e ds
of b o th s er v ic e us er s an d t he s oc i e t y i n ge n era l .
K K has o nc e a lr ea d y ga i n ed EQ U A S S Q ua l i t y As s ur a nc e c er tif ic a t e ( in 2 01 3) . Af ter
th at , i n H KT an d K K , s e ver a l i n no v a ti o ns a nd j o b m an ag em en t c ha n ges has be e n
m ade. F. e. i n t h e H K T as wh o le web - b as e d c li e nt f i le h as b e e n i ntr o duc e d a n d
i nd i v i du a l p la n n in g h as be e n f ur th er d e v e l op e d ( be tt er im p lem en t at i on of CA R e
m etho d o lo g y h as ens u r ed b y gu i d el i n es an d tra i n in g of s t af f m em bers ). T he a n n ua l
p la n ni n g a n d e v a l ua t i on s ys t em is f urth er de v e l op e d. A ls o f ee db ac k c o ll ec ti o n
s ys tem is f ur th e r de v e lo p ed . W ork f orc e o f vo l un t eers a nd p er s ons i n m il i ta r y
rep l ac em ent s e r vic e is us e d m or e s ys t em at ic a ll y.
T he s u p po r t i ng c l i en t s of K K i n f i n d in g a nd m a in t ai n th e ir j ob s has b e en s o
s uc c es s f ul ( 20 of 2 1 c l ie n ts of K K ar e em p lo ye d) t h at d ur i ng t he la s t t wo ye ars t h e
f oc us of K K` s wo r k h as c h an g ed as we l l. Form erl y, t he f oc us was o n pr o v id i n g
ac t i v it i es s im il ar t o wo r k , wor k ex erc is e a n d l eis ur e tim e ac t i v it i es i n K K. C urre n tl y,
du e t o h ig h em pl o ym e nt s er v ic e us ers of K K h a ve les s le is ur e t i m e an d th er ef o r e
of f eri n g l e is ur e t im e ac t i v it i es a n d ac t i v it i e s f or pre p ar in g c l ie n t s f or em pl o ym e nt
ha v e d im in is h ed .
T he pr i nc ip l es of pr oc es s m ana g em ent a nd s ys tem at ic im pro v em ent ( P D AC c yc le )
of a l l pr oc es s es ar e we l l - im pl em ent e d i n K K. T he d oc um ent at i on of K K is w e l l-
org a n is e d a nd c or r ec t. A n nu a l p la n ni n g an d e va l u at i on , i nt eg ra te d wi t h p l a nn i n g in
wh o le HKT is in pl ac e a nd we l l - f u nc t i on i n g. Perf orm anc e i nd ic at ors h a v e b ee n
de v e l op e d t o m eas ur e th e r es u l ts , wh ic h ar e pr es e nt e d a l o ng wi t h ot h er inf orm at i v e
da t a i n t h e H KT ` s a n n ua l ac t i v it y re p orts a n d ye a r - b o ok s .
T he s taf f of th e K K is pr of es s i on a l, we l l - m oti va t ed an d t eam work ori en t ed . A l l
te am -m em ber s ha v e r e le v a nt e d uc a t io n a l b a c k grou n d a nd are c on t i nu o us l y tra i n ed .
It was p ro v e d als o b y i nt er v ie ws th at s t af f m em b ers are c l i en t - or ie nt e d an d
res p ec te d b y c l ie n ts . A da pt a ti o n of n e w em p lo ye e s , p ers o ns i n m il it ar y re p l ac em en t
s er v ic e , tr a in e es a nd v o lu nt e er s is eas y du e to we l l - de v e l op e d s ys t em of work in g
proc e d ures , j o b i ns tr uc t i on a n d in tr od uc t o r y tra i n i ngs pr o v id e d c e ntr a ll y i n H KT
(i nc l u d in g i n tr o d uc t or y v i d eo lec t ures ) .
T he te am of the KK i s c le ar l y d e vo t ed t o qu a l it y an d c o nt i n uo u s im pro vem en t of
th e ir s er v ic es . It was pr o v e d a ls o b y i n t er vi e ws wit h re pr es e n ta t i v es of c o o per a ti o n
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par t ners an d f u nd er s wh o s ta t ed t h at t h e work of KK is s u bs t an t ia l l y im pro ve d
s i nc e t h e f ir s t a p pl yi n g f or EQ UA S S As s ur a nc e c ert if ic at e t wo ye a rs a g o.
T he t wo- da ys au d it was v er y we ll pre p ar ed b y K K`s te am . W hole s taf f of KK was
k ind an d c o o per at i v e i n i ntr o duc i n g th e work of HKT an d i ts K K , f i nd i n g n ec es s ar y
e v id e nt i al m at er ia ls a nd s h ar i n g i nf orm at i o n ab o ut f u lf i l l in g of EQ UA S S As s ura nc e
c rit er i a. D oc u m ents wer e we l l s ys tem is ed a nd t h e ad v a nt a ges of ICT wer e us e d
(th e m os t of doc um en ta t io n an d e vi d enc e m ater ia ls wer e pro v i d ed o n li n e, l i nk ed
wi t h ap p l ic a t io n d oc u m ent an d e as y t o us e) .
T he a u d it or ex p er i enc ed o n s it e th a t t h e s oc ia l s er v ic e pr o v i der K K p erf orm s in
c om pl i anc e wi th th e E Q U A SS As s ur anc e c r i ter i a. T h e i n ter v i e we d repr es en t at i v es
of p art ne rs , f i n anc i n g bo d y, em pl o ye e s , per s ons s er v ed , an d t h e ir f am il y m em bers
c onf irm ed t his .
T he p ers o ns s e r ve d a nd t he ir f am il y m em bers wer e es p ec i a ll y s at is f i e d wi th t he
pers o n- c en tr ed a p pr o ac h , f lex i b i l it y of s er v ic e pr o vi d er, an d p l e as a n t an d c ar i n g
pers o n ne l . P ar tn er s an d f u n der s ex pres s ed th e ir s at is f ac t io n wi t h pr of es s i on a l
s er v ic es p r o v i de d b y K K, f l ex ib i l it y i n f i nd i n g s o lu t io ns , an d v er y go o d c o op er at i on .
Me e ti n gs an d in t er v ie ws wit h em pl o ye es an d m ana g em ent g a v e g rea t c onf id e nt of
c om m itm ent a n d m ot i v at i on t o war ds t he ir wo rk .
Dur i n g of th e au d i t, s e ver a l im pr o vem en t pro p os als aros e , s om e of th em wh er e
m inor a nd s om e m or e im por ta nt . F or t he p er io d of f o l lo wi n g t wo ye ars , thr e e
ad d it i o na l im pr o v em e nt ac ti o ns wer e a gre e d t h at ar e br ou g ht o u t in p art 4 of t h e
au d it r e por t. T h e im pr o v em en t ar e as i nc l ud e d i n ge n era l s p e c if ic at i o n of t he
m etho d o lo g y of s at is f ac t io n s ur v e ys f or par t ners an d c l i e nts ` em plo ye rs ; a n d
rep or t in g t o s tak e h ol d er s o n r es u lts of K K . In a d d it i on , t her e is s ug g es t i on to f i n d
op p ort u n it y t o im pr o v e l i v i ng c o nd i t io ns of K K`s c l ie nts us in g l i v i ng i n c om m uni t y
s er v ic e , d i v id i n g th e d ep ar tm ent of 1 5 p ers o ns i nt o t wo s m al ler on es .
A n o v er v i e w of s u gg e s ti o ns f or im pro v em en t t ha t a re m en t io n ed u nd er th e s pec if ic
c rit er i a is g i v en in par t 3 of th e r e p ort . I n br i ef t h es e ar e as f o l lo ws :
Cr it er ion 3 : T o a n al ys e t he n ee ds a n d s a t is f ac t i on of c o op er at i on par t ners , c li e nts `
em pl o yers an d f un d er b y e ac h h o m e.
Cr it er ion 4 : T o im pr o v e th e v is i b il i t y of i nf o rm ati on a t H KT `s a nd K K`s we bs i te o n
ho w t o ge t s er v ic es / f un di n g a nd s u p p lem en t th e i nf orm at i o n o n th e c o nt e nt of
s er v ic es .
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Cr it er ion 16 : T he d oc um ent of Ri g hts an d R es tr ic ti o ns of C l ie n ts S er ve d at a Ca re
Hom e c o ul d b e pr es en te d a t t h e h om e`s we b pa g e.
Cr it er ion 1 7: T o i nt r od uc e t h e i nf orm at io n o n c om pl ai n t m an ag em ent s ys t em on
th e we bs i tes of H KT a nd K K.
Cr it er ion 2 5: I nd ic at e th e r o l es an d r es p ons i b i li t ies of K K`s s taf f o n th e K K`s
we bs it e.
Cr it er ion 3 2: T o f in d op p or t u n it i es t o d i v id e l ar ge a pa rtm en t of K K i nt o t wo s m al l er
on es . T o pr o v i d e be tt er i nf or m at io n at K K` s we bs i te o n th e l oc at i on of K K a nd
ac c es s b y pu b l ic tr ans por t.
Cr it er ion 4 1: T o c o m plem en t t h e pr ep ar at i on f orm f or perf o r m anc e r e v i e w wi t h
k e ywo r ds r ef er r i n g t o th e n ee d t o e v a l ua t e s k il ls a n d c om pe t e nc ies r e la te d t o
s up p ort i n g qu a l it y of l i v e ( a nd o t her im port a n t is s ues re l at e d t o c l ie nt work ).
Cr it er ion 4 4: I nf or m ati o n o n t h e b es t v a l u e f or s e r vic es c ou l d be c om m un ic a t ed
thr o ug h K K` s we bs it e.
Cr it er ion 4 6 : T o b e m or e pr o ac t i v e i n c om m unic a ti n g K K`s res u l ts ( to s e n d
i nf orm at io n on t he p ub l ic at i on of H KT `s A nn u a l R e por t di rec t l y t o th e K K`s
par t ners , pr es en t i nf or m atio n o n K K`s s pec if i c res u lts a t K K`s we bs it e) .
Af t er v erif ic a t i on of th e i nd ic at ors by re v ie wi n g d oc um en t a ti o n, c o nd uc ti n g
i nt er v ie ws a n d p er f or m ing s it e v is i t, th e au d it or was c o nf irm e d t h at t h e s er v ic es of
HKT `s T ar tu K au n as e K od u f ul l y m e et t h e E Q U A SS As s ura nc e c r i t er ia .
* **
A S H oo l ek an de t ee n us ed ( H KT ) o n 10 0 % r i i gi l e k u u lu v ä ri ü h in g, m is l o od i 2 0 0 7.
aas t al üle E es t i p a ik ne v at e m aa v a l its u s te h a l la ta o l n ud er ih o o ld ek od u de
j uh t im is ek s j a ha l dam is ek s . HKT pe am in e te ge v us al a on eri h o o lek a nd et e en us te
pak k um ine ps ü üh i l is t e er i v aj a d us t eg a t ä is k as v an u te l e. Se l l es v a ld k onn as o n H KT
om a 24 k o du g a üle E es t i (23 er i ho o l ek an de ja 1 e ak a tek o du) s u ur im
te e nus e pak k uj a l i g i 25 0 0 k li e nd i n in g 1 00 0 t ö öt aj ag a. L is ak s tä is k as va n ut e le
pak u ta v at e er ih o o lek a nd e - j a ho o ld us te e nus te l e p ak ut ak s e as e n d us k od ut e en us t j a
l aps e ho i ut e en us t p s üü h i l is t e er i v aj a d us t e ga l as t e le . P ak utak s e ka
reh a b i li t ats i oo n it e en us t ni n g 2 01 3. a a a s ta l l is an d us v arj u pa i g at ao t lej at e l e
m aj utus te e nus e p ak k um ine.
HKT s p ak ut ak s e k odu d e le k es k s el t j är gm is i t e e nus e id : p e rs on a l ij u h tim i ne ,
k inn is v ar ah a ld us , lo g i s tik a , f i na nts j u ht im in e, IT j uh t im in e, k om m unik ats i oo n j a
to i tl us tus . K K v iim as t t ee n us t e i k as u ta , k un a tem a k lie n di d va lm is t a va d s ü ü a is e j a
v a id m õn d põ h it o i du a i n e t t el l i tak s e k es k s e lt .
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HKT m is s i oo n o n „ T e gus am e l u k og uk on n a s “. H KT s tr at ee g i l is e d ees m är gi d o n:
- k lie n d id o n ak t i i vs e d k og uk on n a li ik m ed j a t e en us eg a ra h u l;
- et te v õ te j a t ö ök or r a l du s o n t õh us ad j a
- et te v õ tt e l on v aj a l ik e os k us t e j a te a dm is te g a p ers o n a l.
HKT k od u des r ak e nd at ak s e t e en us te p ak k um is e l üh ts et k v a l it e e d is t an d ar di t, m is
põ h i ne b EQ U A S S As s ur a nc e k r it e er ium i te l . S el l ek s o n H KT lo o nu d k oh us t us l ik ud
reg u l ats i oo n i d k õi g il e te en us e pak k uj at el e , m ida m õn e l j u hu l o n k odu de l l ub a tu d
v as t a v al t om a t öök or r a ld us el e k oh an d ad a .
20 1 1. aas t al l oo d u d T ar t u Ka u nas e K od u ( K K) o n ük s 24s t H KT k odus t . Ka u nas e
K od u k ort er id as u v ad A nn e l in n as Ka u nas e pu i es t e e j a M õis a v a h e t än a v a s uur tes
e lum aj a d es . 1 5 k oh a ga T ar t u Ka u nas e K od us os ut at ak s e k og uk on nas e l am is e
te e nus t in te l l ek ti pu u d e j a ps ü ü h ik ah ä ire t e ga i n im es te l e, k a hes k olm e in im es e
k orter is M õis a v a he tn e l um aj ad es p ak utak s e 6 - le ps ü üh i l is e er i vaj ad us e ga
i nim es el e t o et a tu d e l am is e t e en us t k oos ig a p äe v a el u j a tö öt am is e t o et am is e
te e nus te g a. T ee n us e d v õ im al da v a d er i v a j ad us eg a i n im es te l j uh e nd am is e t o e l
om aet te e la d a j a t oe ta tu l t tö ö d te h a n i ng k as ut a da l in n ak es k k onn a po o lt pak u ta v a id
v õ im al us i om a t öö e l u j a v a ba aj a k orr a ld am is ek s .
K od u m ees k o nd a k u u l u va d 5 te g e vus j u he n daj at , ük s v an em te ge v us j u h en d aj a j a
j uh at aj a, k es j a g ab om a a eg a k o lm e H KT k od u j uh a tam is e v ah e l.
KK pak u b k oos tö ös pa r t ne r i t eg a te e nu s es a aj at e le n en d e i nd i v i du a a ls e t es t
v aj a d us t es t lä ht u v at i gak ü l gs e t to e tus t. T ee nus e pak k um is el ar v es ta v a d HKT j a K K
n ii t e en us es a aj at e k u i üh is k o nn a pr a eg us i j a tu l e v ik uv aj a d us i.
K K o n k or r a EQ U A S S As s ur a nc e s ert if ik a a d i j ub a s a a nu d ( 20 1 3 . aa s t a l). Pär as t
s ed a on H KT s j a K K s te ht u d m itm ei d uu e nd us i j a t öök orr a ld us l ik k e m uud a tus i .
Nä i tek s on o lu l is e uu e nd us en a k og u H KT s 20 1 5. aas t al k as u t us e l e võ et u d
v ee b i põ h in e k li e nd i to i m ik j a o lu l is e lt o n ar en d at u d k a i nd i v i d ua a ls et p l an e er im is t
(põ hj a lik um al t on r ak en da t ud CA R e m et o od ik a ja j u h en d m aterj a l i de n in g
k ool i tus te g a t ag a tu d, et p er s on a l s e d a as j ak oh as e l t rak en d ak s ). T äi en d at u d o n
HKT aas tas e p la n ee r i m is e j a tu l em us te h i n dam is e s üs t eem i, s a m uti hu v i p oo l te l t
ta g as is i d e k og um is e s üs t e em i. K K o n as u nu d s üs te em s el t k as u ta m a va ba t ah t lik e j a
as e n dus t ee n is t us e l o li j at e a bi .
K K t öö k li e nt i de l e t öö l ei dm is e l j a n e nd e t oe tam in e t öö s ä il i tam is e l o n k a nd n ud n i i
he a d v i lj a ( tö ö ta b 2 0 i nim es t 21s t K Ks el a v as t in im es es t), et v ii m as e k ahe a as t a
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j ook s u l o n o lu l is el t m uu t un u d k a K K t ö ö rõ hu as et us ed . Ku i v ar as em alt o l i s u ur em
rõhk k li en t id e l e t öös ar n as te te g e vus t e p ak k um is e l, t ö öh arj ut u s e l j a va b a aj a
v ee tm is e v õim a lus t e pak k um is el , s i is nü ü d on s eos es k li e nt i de k õrge t ö öh õ i v eg a
k lie n ti d e l k a va ba ae ga v äh em j a vaj ad us k lie n ti d e v a ba aj a s is us t am is e , s am ut i
tö ök s e tt e va lm is t a v at e t eg e v us t e j är e le vä ik s em .
Pr ots es s ij u ht im is e p õ h im õtt ed j a s üs t em aa ti l i ne p are n d am in e (P DA C ts ük k el) o n
K K`s häs t i r ak en du n u d. K K d ok um ent ats i oo n on h äs t i or ga n is eer i tu d j a k orrek tn e .
HKT g a i nt e gr e er i tu d i ga- a as t a ne p l an e e r im ine j a tu l em us t e hi n da m ine o n p a i gas
n in g häs t i t o im iv . T u l em us l ik k us e m õõtm is ek s on v ä lj a t öö t at u d t u l em us l ik k us e
nä i taj a d, m is es it at a k s e k oos t e is t e i nf orm at ii vs e te an dm et e ga i ga - a as t as es
te g e vus ar ua n des j a aa s tar a am atus .
KK t öö t aj a d on pr of es s i o n aa ls ed , h äs t im ot i ve er i tu d ja m ees k on n at öö l e
or ie nt e er it u d. K õ i gi l m ees k o nn a l i ik m ete l o n as j ak o ha n e har i d us j a ne i d k o o li t at ak s e
j ärj e p id e v a lt . In t er vj u u d t õe n das i d, et p ers o na l on k l ie n d ik es k ne j a k li en t id e p o o lt
h in n at ud . Uu t e t ö öt aj a te , as e n dus te e n is t us s e t u l ij a te , pr ak tik an t id e j a va b at a ht l ik e
s is s e e l am in e KK t öös s e on l ih tn e tä n u v älj a ar en d at ud t öö pr ots es s i de l e,
tö öj u h en d am is e l e j a H KT s k es k s e lt p ak ut a v at e le s is s ej u h at a v at e l e k oo l it us t e l e (s h
s is s ej u ha t a va d v i d eo l o en g ud ) .
K K m ees k o nd o n s e l ge l t k v a li t ee d i le j a o m a te en us t e k es t va l e p are n dam is e le
or ie nt e er it u d. S e e l e i d is k in n it us t k a k oos tö ö par tn er i te j a ra h a s taj a i nt er vj u u de
k äig us , k us v äi d et i , et v õr r el d es e elm i s e EQ U A SS As s ura nc e s e rt if ik a ad i
ta ot l em is e aj a ga k ak s aas t a t t ag as i o n K K t ö ö m ärk im is v ä ärs e l t p ar an e nu d .
2- p ä e v an e a ud i t o l i K K t öö taj at e p o o lt vä g a h äs t i e tt e v a lm is t at ud . K o gu as u tus e
tö öt aj as k on d o l i l a hk e j a k oos tö ö a ld is K K t ö ö t ut v us t am is e l , le i d es v aj al ik k e
tõ e nd us m at er j a l e n i n g j ag a des i nf ot EQ U A S S i r ak en d am is e k oht a . Dok um en d id o l id
häs t i s üs t em at is eer i t ud ja es it at u d IT võ im al us i är a k as ut a des ( en am us
dok um en t id es t j a t õ e nd us m at er j a l is t es it a ti on l i ne , li n g it u na ta o tl us dok um en d ig a
n in g t än u s e l le l e l i hts a lt k as u ta t a v).
A ud i it or k og es k oh a pe a l, et s ots i aa l t ee n us t e os ut aj a KK to i m ib v as t a v us es
EQ U AS S As s ur anc e k r ite er ium i de g a. In ter vj ue er i tu d par tn er i te , f i na nts e er ij a ,
tö öt aj at e, t e en us es a aj at e j a n en d e p ere l i ik m et e es i nd aj a d a n ds id s e ll e l e k i nn i tus t.
A ud i ti k äi g us t ek k is a ud i i tor i l p ar a n d us e tt e p an ek u id , m õn e d ne is t v ä ik s ed j a p ig em
v orm il is ed j a ük s ik ud k aaluk am ad e tt e pa n e k ud. J är gm is ek s k ahe k s aas tak s le p it i
k ok k u k olm tä ie n da v a t p ar en d us va l dk on d a, m is on t ä ps em a lt vä lj a t oo d ud r ap or ti 4.
os as . Par e nd us v a ldk on n ad h õlm as id ü ld i s es p l aa n is p ar tn er i te ja k l i en t id e
66
tö ö an dj a t e r a hu l o l u - u ur in g ut e m eto o dik a tä ps us t am is t ja h u v i po o lt e as u tus e
tu l em us tes t t ea v i tam i s t. L is ak s on e tt e pa nek l ei d a võ im al us ed K K k oguk o nn as
e lam is e t ee n us e k l i e nt i de e lam is ti n g im us t e e d as is ek s par a nd a m is ek s , j ag ad es
o lem as o l e v 1 5 i n im es e k o r te r k ah ek s vä ik s e m ak s .
K õik par e nd us et te p an ek ud , m is 2 - p äe v as e au d i ti k äi g us tek k is i d , o n r a por t i 3.
os as k onk r e ets et e k r it eer i um id e a l l v ä lj a t o o du d . L ü h i da l t on ne e d j ärgm is ed :
Kr it ee ri um 3: Uur i d a k oos t öö p ar t n eri t e, k li e nt i de t ö öa n dj a t e j a ra has t aj a vaj a dus i
n in g r a h ul o l u k a k o du d e k a up a.
Kr it ee ri um 4 : P ar an d ad a t e en us el e s a am i s e j a t ee n us e r ah as t am is e a l as e i nf o
nä h ta v us t H KT j a K K k od u l eh te d e l n in g t ä ie n da d a i nf ot t e en us e s is u k o ht a.
Kr it ee ri um 16: A v a li k us ta da ho o l ek an de t ee n us e l o le v at e k l ie nt i de õ ig us te ja
p iir a n gu te dok um en t K K k o du l e he l .
Kr it ee ri um 1 7: T ut v us ta d a k ae b us t e m e ne t le m is e s üs t eem i H KT j a K K k o du l e he l .
Kr it ee ri um 2 5: T ea v i t ad a K K k odu l eh e k au du ots e k li e nd i l e p ak ut a v at e te e n us t e
os u t am is e ga s e o tu d f u nk ts i oo n i de j a r ol l i de v as t ut us ed .
Kr it ee ri um 3 2: L e i da võ im al us ed j a g ad a K K k oguk o nn as e l am is e k orter k ah ek s
v ä ik s em ak s k or ter ik s . A v a l da d a KK k o d u le h el t äps em inf o KK as uk o ha ja
üh is tra ns p or d i g a l ig i p ääs e ta v us e k oh t a.
Kr it ee ri um 4 1: T ä ie n da d a ar e n gu v es tl us e et te v a lm is t us e vor m i os k us te ja
k om pet e nts i de os a m ä r k s õna d e/ nä i d et eg a , m is vi i tak s i d vaj ad us e l e h in n at a t ö öt aj a
k om pet e nts e k l i en d i e l uk va l i te e di t o et am is e l .
Kr it ee ri um 4 4: I nf o t KK t e e nus te l is a nd v äär t us e k o ht a (m ik s ee l is ta d a KK
te e nus e id ) v õ ik s k aj as ta d a K K k o du l e he l .
Kr it ee ri um 4 6: Olla KK t u lem us t es t te a v it am is e l pr o ak ti i vs em (nt s aa ta
k oos t öö p ar t n er i t el e i n f ot H KT aas t ara am at u a va l ik us t am is e k oh ta , a v a ld a da i nf ot
K K t ul em us t e k o ht a K K k o du l e he l) .
P äras t in d ik aa to r i t el e v as t am is e tõ e nd am i s t, t u t vu d es d ok um ent ats i o on i ga n i ng
v i ies l ä bi i nt er vj uu d, on a ud i it or v ee n d un ud , e t A S H oo l ek an d et e en us ed T ar tu
K au n as e Ko d u te e n us ed v as t a va d E Q U A S S As s ura nc e k ri te er i um it e le .
E lo T u pp i ts
T al li n n
14 . 12 .2 0 1 5
EQ U AS S Au d it or / EQ U A S S i au d i it or
67
EQUASS Assurance has been awarded to
AS Hoolekandeteenused Tartu Kaunase Kodu
Estonia
for the following services/departments:
Igapäevaelu toetamise teenus,
töötamise toetamise teenus,
toetatud elamise teenus,
kogukonnas elamise teenus
for the period from 16th of December 2015 to 16th of December 2017
In recognition of its proven
Quality Assurance
in the provision of social services.
Mr. Jean-Paul Essers
Chairman of the EQUASS Awarding Committee