EQUASS ASSURANCE
AUDIT REPORT
Site visit: 29. -30.10.2015
Tallinna Sotsiaaltöö Keskus
Karin När ep
© 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 o f th e so ci al T alli nn a Sot si a alt öö Ke s kus (T al li nn S oc i al
se rv i c e p rov id er W or k Ce ntr e)
Ad d re s s:
Kau pm eh e 4, T al li nn
Po st bo x: 10 1 14
P er so n re sp on sib le Ke r sti Põl de ma a
(C EO ) :
Cont ac t p e rs on: M adis An n us , q ua lit y m an age r
Pho ne: 00 3 72 6 45 7 9 27
Fa x: 00 3 72 6 45 7 9 25
E- m a il: cw cen te r @cw c ent e r. ee
W eb s ite: ht t p: / /w w w .sw cent e r. ee
Na me of Au dit o r: Ka ri n Nä r ep
Dat e s of aud it : 29 .- 30 .1 0 .2 0 15
Cli en ts: Num ber of p ers on s er v ed : 9 43
As of ( d at e): 0 4 .0 9. 2 0 15
St aff: Num ber of Fu l l t im e s t af f : 1 0 8 ( as of 29 . 10 .2 01 5)
Num ber of P ar t t im e s t af f : 1 9 (as of 2 9. 1 0. 20 15)
Num ber of C on tr ac t e d s taf f : N/ A
Num ber of vo l un t eers (if ap p l ic a b l e): 1 6 (2 0 15)
S erv ic e s: 1. Re soz ia li si ng s e rv ic e in s oc ia l hou si ng
unit s
2
2. Re soz ia li si ng s e rv ic e in r e so ci al iz i ng
hous ing un it s
3. Inev ita bl e h om e s erv i ce (fo r st a yin g
ov er nig ht)
4. Inev ita bl e h ou sin g se rv i ce
5. S erv ic e aft e r in ev it ab le hou s ing s e rv i ce
6. Deb t coun s el li ng
7. E cono mi c co un s e ll in g
3
2. Audit program
29 . 10 .2 0 15
11 . 00- 1 1. 1 5 K ic k - of f m eeti n g
11 . 15 – 12 .3 0 Doc um en ta t io n r e v i e w (he a d of f ic e, K a upm e h e)
12 . 30- 1 3. 3 0 Lu nc h
13 . 30- 1 4. 0 0 M e et i ng wi th per s o nn e l ( K au g e u ni t)
14 . 00 – 15 .0 0 Me e ti n g wi t h p er s o ns s er ve d ( Ka u ge un i t)
15 . 00- 1 5. 3 0 P aus e
15 . 30- 1 6. 3 0 Me e ti n g w it h p ar t n er s ( C it y G o v ernm e nt of T a l l in n , s o c i al work ers of
an d re pr es e n ta t i ve of T al li n n a V aim s e T er v i s e K es k us , h e ad of f ic e )
16 . 30- 1 7. 0 0 Me e ti n g wi t h q ua l i t y m an a ge r ( he a d of f ic e )
17 . 00- 1 8. 0 0 Doc um en t at i on r e v ie w ( h ea d of f i c e)
30 . 10 .2 0 15
9. 0 0- 1 0. 0 0 Me e ti n g w i t h f un d er ( C it y G o ver nm en t of T a l l i nn , S oc ia l a n d He a lt h
B oar d)
10 . 00- 1 0. 3 0 P aus e
10 . 30- 1 1. 3 0 Me e ti n g wi t h p er s o ns s er ve d ( Ak ad eem i a u n it)
11 . 30- 1 2. 3 0 Me e ti n g w it h p er s on n e l ( Ak ad e e m ia u n it )
12 . 30- 1 4. 0 0 Lu nc h
14 . 00 – 1 4. 3 0 M ee t in g wi t h per s o ns s er v ed ( Ma h tra Ka d ak a un i t)
14 . 30 – 1 5. 3 0 M ee t in g wi t h per s o n ne l ( M a htr a K ad ak a u n it)
15 . 30- 1 6. 0 0 P aus e
16 . 00- 1 6. 3 0 Me e ti n g w it h C EO ( h e ad of f ic e)
16 . 30- 1 7. 0 0 F e ed b ac k m eet i ng wi th t h e p ers on n e l ( h ea d of f ic e)
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 v ic es of t h e s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T al li n n a S ots i a a lt öö K es k us ( T SK) h as
doc um en te d i ts v is i on , m is s io n and
c orp or at e v a lu es . D ur i ng th e i nt er v ie ws
was v al i d at e d th a t em p lo ye e s ar e a war e
of t he v is i o n, m is s i on a n d c or p or at e
v a lu es and im pl em ent th es e i n t h e ir
e ver yd a y a c t i v it i es on pr o v i di n g
s er v ic es .
2. The social ser vice provider def ines, documents, and implements its
qualit y policy by determining long term qualit y goals, and its
commitment to cont inuous improvement.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i a of t h e EQ U AS S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
5
T SK h as a d oc um ent ed qu a l it y p o l ic y,
wh ic h is par t of t he em pl o ye e m an u a l.
T here is c l ea r f oc us on th e
im pl em ent a ti o n of q u a l it y pr inc i p l es , inc l
c on t in u ous im pr o v em ent in al l
doc um en te d pr oc e du r es as we l l as i n
e ver yd a y pr ac t ic e. D ur i ng t h e i nt er v i e ws
it was c onf ir m ed th at em pl o ye es a re
a war e of t h e q ua l it y p o lic y i n ge n era l .
3. Persons ser ved, family members and ser vice user organisations are
able to give f eedback on their individual and collective experience of
programmes and ser vices.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i a of t h e EQ U AS S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
6
Dur i n g t he i nt er v ie w s was c onf irm ed
th at t h e s t ak eh o ld er s ( bo t h i nt er na l an d
ex t er na l) have o pp or t u ni t y to g i ve
f ee db ac k o n pr ogr am m es an d s er v ic es
thr o ug h t h e s e v er a l op t io ns ( m eet i n gs
an d f e ed b ac k ques ti o nn a ir es ) . T he
f ee db ac k f r om al l s tak e ho l d ers is
doc um en te d . T he s er v ic e pr o v i der h as
im pl em ent e d i nn o v at i v e ap pr oac h f or
c o ll ec ti n g t h e f e ed b a c k f r om pers o ns
s er ve d in es t ab l is h in g th e
rep res e nt at i on a l b od y of p er s ons s e r ve d
(c ou nc i l of c l i en ts ) , wh ic h m eets
reg u l ar l y to d is c us s s e ver a l m att ers
c onc er n in g t he s er v i c e pr o v is i o n etc .
T he f e ed b ac k c o l le c ti o n has b e en
c on d uc t e d a lr e a d y o v er th e ye ars a n d
nec es s ar y im pr o v em ents ar e m ade if
nec es s ar y.
4. T h e s oc i a l s er v ic e pr o v i d er inf o rm s al l s tak e ho l de rs a b ou t t h e of f er ed
pro gr am m es a n d s er v i c es a v ai l a bl e .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr a m .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
7
T SK is v er y ac t i ve in pr o v id i n g t he
i nf orm at io n o n i ts ac t i v it i es .
It was c o nf ir m ed dur i ng t he a ud i t, th at
i nt ern a l a n d e x t er n al s tak eh o ld ers a re
a war e of t he pr o gr am m es an d s er v ic es
of f ere d. T he m a in m eth o d a r e t he we b -
pa g e a nd m ee t in gs . T her e h as b e en
a ls o p os it i v e m ed ia c o ver a g e on T S K ’s
ac t i v it i es .
A ls o th e e v e nts “ o p ed - do or s ” ar e t ak i ng
p lac e, wi th t he a im t o i nf or m th e p ub l ic
on t h e ac t i v i ti es of th e s er v ic e pr o v id er .
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 v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er io n of t he EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
8
It was c o nf ir m e d d ur i ng t he a u d it th a t T he f urt h er im pro vem en t ac t i v it y m ig h t
th e a nn u al pl a nn i n g pr oc es s an d th e be to doc um en t t he an nu a l p l a nn i n g
re v ie w pr oc es s of th e a nn u al p la n ar e proc es s as a s e p ara t e proc es s ( n o w th is
doc um en te d and im p lem en t ed in the proc es s d es c ri p ti o n is t o ge t her wi t h
wh o le org a n is a t io n. ot h er p la n n in g d oc u m ents ’ pr oc es s es )
i n or de r t o h a ve c l ea rer o v er v i e w of it
bo t h i ns i de a nd o ut s i de or ga n is at i on .
T here is a ls o th e n ee d to d es c r i be m ore
th e c o n t e nt an d ro l e o f the a n nu a l p l ans
of u n its .
T here is a ls o a n ee d to t h ink on
pos s i b le im pro v em ent s of in vo l v i n g a ll
s taf f in t he pre p ar a ti o n of t he n ex t
an n ua l p l a ns .
E das i n e p ar e nd us t e g e vus saab ol l a
k irj el d ad a aas ta p l aa n i k oos tam i ne er al d i
pro ts es s i n a ( he tk el k irj el d at u d k oos
te is te p l an e er i m is dok um ent i de g a)
an dm ak s s elg em at ül e va a de t s e l l es t n ii
s is em is te l e kui v äl is te l e os a p oo l te l e.
L is ak s v õ ik s o ll a tä ps em al t
l ah t ik irj u ta tu d ük s us t e aas t ap l a an i de
s is u ja r o ll . L is ak s v õik s m õel d a
tä i en d a va l t t ö öt aj at e s uur em al e
k aas am is e l e j ärgm is e a as t a p la a n id e
k oos t am is e l.
6. T he p l a n i nc lu d es :
an n ua l o u tc om es / tar ge ts
th e ac ti v i t ies t o b e u n der t ak en i n ac h ie v i n g th e a nn u a l tar g ets
m onit or i ng of th e pe rf orm anc e of t he or g an is at i o n i n m eet in g its
an n ua l t ar ge ts
tim e- s c al es a n d pr oc e dur es f or r e v i e w a n d r e v is i o n.
9
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A nn u a l p l an n in g pr oc es s of t he s er v ic e T he f ur th er im pro v e m ent ac t io n m i gh t
pro v i d er h as c yc l ic c h ar ac t er : t h ere are be to s et m or e pr ec is e (q u an t it at i v e)
s et a nn u a l o bj ec t i v es / tar g ets , ac t i v it i es tar g ets ac c ord i n g t o wh ic h t o m eas ur e
an d ex p ec t ed r es u l ts ( wi t h i nd ic at ors ) . th e ac h i e vem en ts of s om e of the
ex p ec te d r es ul ts . E. g . t h e t ar ge t c ou l d
be th e ex p ec t e d l e v e l of s at is f ac t io n
(pe rc e nt a ge ) ( 2 0 1 5 t h e t ar ge t is “c l i en ts
are s a tis f ie d ” ) . As T S K h as a lof of
m eas ur em ent on the res u lts (r es u l t
i nf orm at io n) , it is p os s i bl e ac c or d in g t o
th e res u lt i n f orm at io n f rom las t ye ars t o
p la n th e ex p ec t ed le v e l f or t ar ge ts . T his
he l ps to es t a bl is h m ore v is i b l e l ink
be t we en tar g ets an d res ou rc es in
p la n ni n g a nd m on it or i ng t h e r es u lts .
E das i n e par e nd us te g e vus võ ik s olla
s ea d a e n am täps em ad (k va n ti t at i i vs e d)
s i hi d ( i nd ik a at or it e t as em ed ), m il l es t
l äh tu v a lt m õõ ta oo da t ud t u l em us te
s aa v u tam is t . Nt v õ ik s a as t a pl a an is o l l a
oo d at a v r ah u l ol u tas e (pr ots en t) ( 20 1 5
aas t ap l aa n is on nt v a id “k l i en d i d o n
rah u l” ) . K u na T a l l i nn a S ots i aa l tö ö
K es k us m õõd a b vä g a m itm eid nä i t aj a i d,
s i is s aak s o od a ta v a d t as em ed
m äärat l e da s e nis t e t eg e l ik e t ul em us t e
põ hj al . N i i on k a s e l g em li nk t u lem us t e
j a k as ut a da o le v a te res s u rs s i d e va h e l
n ii p l a ne er im is e l k ui tu l em us t e
h in d am is e l.
10
7. T h e s oc i a l s er v ic e p r o v i der d em ons tr at es org a n is a t io n ’s s uc c es s i n
s at is f yi n g th e n e eds a nd ex p ec t a ti o ns of t h e s oc i et y.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T SK d em ons t r a tes or g an is at i on ’s
s uc c es s i n t h is ar e a i n s e v er a l wa ys –
i n t he an n ua l r ep or ts , in th e we b - p a ge
an d d if f er en t m ee t in gs .
8. T h e s oc i al s er v ic e pr o v i d er dem o ns tr at es or ga n is at i on ’s s oc i a l res p o ns ib i l it y
thr o ug h ac t i vi t ies c on t r i bu t in g t o th e s oc i et y.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
11
T SK c on tr ib u tes c l ea r l y t o t h e s oc i et y
thr o ug h i ts ac t i vi t ies . O ne c le ar a im of
th e T SK is to r is e th e a war en es s o n t he
pro b l em of hom el es s per s o ns . The
pers o ns s er v ed t o ge t h er wi t h p er s o n ne l
ha v e c o ntr i b ut ed in c l ea n in g t he a re as
ne ar t he un i ts etc . T her e ar e e ve nts
org a n is e d t o c e l e br a t e t he I n ter n at i on a l
Da y f or t h e E r a d ic a t io n of P o v er t y ( v is it
to Es t on i an p ar l i am en t) . It is a ls o
im por ta nt f or the T SK to c o n duc t
s e ver a l s tu d i es a n d i nc lu d e s t u de nts i n
th e ac ti v i t ies of t he T S K.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
doc um en te d a n d im pl e m ente d pr i nc ip l es
f or s t af f p ol ic y i nc l ud i ng t h e r ec r ui tm ent
an d r et e nt i on p o l ic y pr inc i p les . I t was
c onf irm ed d ur in g the i nt er v i e ws t ha t
th es e pr i nc i p l es ar e im pl em ent e d in
prac t ic e . T h er e is c l ear f oc us on t h e
c om pet e nc ies in the pr inc i p les of
ret e nt i on .
12
10 . T h e s oc i al s e r vi c e pr o vi d er o per a tes i n c om pl i a nc e wi th m anda t or y
na t io n a l le g is l at i on , pr o v id i ng a p pr opr i at e w ork in g c o nd i t io ns , a d e qu a te a n d
agr e e d s t af f le v el a n d s t af f rat io , a n d a p p rop ri a te r e war d in g f or s taf f an d
v o lu nt e er s .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
It was c onf ir m ed a c c or d i n g to t he
doc um en ta t io n as we l l as in in t er v ie ws
th at t her e ar e nec es s ar y pr inc i p les a n d
m eas ur es in p l ac e . It was c o nf irm e d
th at th e wor k i ng c o n d it i ons an d s t af f
rat i o are s a tis f ac t or y an d th es e wer e
no t s t at ed as pr o b l em s b y t h e s taf f .
11. The social ser vice trains all staff based on a plan f or lea r ning and
development and evaluates the eff ectiveness of the training.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
13
It was c o nf ir m ed t ha t ac c or d i n g t o t h e T he f ur th er im pr o ve m ent ac t i on c o u l d
ne e ds e v a lu a te d d ur i ng th e a p pra is a l be t o us e m ore m ode r n to o ls of tr a in i n g,
i nt er v ie w t h er e is a p la n ni n g of t h e e. g. s u p er v is io n. T his m eth od was us ed
pers o n al d e v el o pm en t, wh i c h is s om e tim e a g o ( no t a t th e m om ent) an d
doc um en te d a n nu a l l y i n t he ac c or d in g is v a lu e d h ig h l y b y s t af f . S o , t h er e is a
p la n. T h e em pl o ye es ar e a wa r e of t he ir ne e d t o an a l ys e, wh et her t o s t art us i ng
pos s i b i li t ies to have th e n ec es s ar y th is m eth od ag a i n.
tra i n in gs . T he ef f ec ti v e nes s of t he
V õim a l ik par e nd us t e ge v us on
tra i n in gs is e v a l ua te d d ur in g t he
ap pr a is a l in t er v ie ws . T her e ar e s pec i a l k aas a egs e te k ool i tus m e e to d it e
k as ut am in e, nt s up er v is io o n i
tra i n in gs pr o gr am m es f or ne w s t af f
k as ut am in e. A nt ud m e et o d o l i k as u tus e l
m em bers .
as u t us es m õnd a a e ga t a gas i (m itt e
en am a nt ud he tk el) j a tö öt aj ad p i d as i d
s ed a vä är tus l ik uk s . S e e ga v õik s
an a l üüs i da , k as a l us t ad a an t ud m e et od i
k as ut am is t u ues t i.
12 . T he s oc ia l s er vic e pr o v i de r a pp l i es re q u ir em ents f or c om pet e n c e i n t h e
i de nt if ie d r o l es a nd f u nc t i ons of s t af f a nd e v a lu at es t hem o n a n nu a l b as is .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
14
It was c o nf ir m e d d ur i ng t he a u d it th a t
th er e is t he c yc l ic a l pr oc es s i n pl ac e
be t we en t he d es c r i pt i on of t he
c om pet e nc ies , k no wl ed g e and s k il ls
ne e de d (j o b des c r i pt i on) a n d t h e ac t u al
e va l u at i on of t he j o b r es ul ts an d th e
ne e ds (a ppr a is a l i nt er v i e w) . A l l th e s t af f
m em bers h a ve t h eir j o b d es c r i p t io ns .
13 . T he s oc i a l s er v ic e pr o v id er r ec o g n is e s th e s taf f as a r es ourc e f or
f ee db ac k on or ga n is at i on a l perf orm anc e , s er v ic e d e ve l o pm ent an d s taf f
de v e l opm en t
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
It wa s c o nf ir m ed t ha t t he s t af f is s e e n
as t he c r uc i a l e l em en t of pr o v i d i ng t h e
s er v ic es an d m ak e the nec es s ar y
c ha n ges i n t he s er v ic e a n d i ts pr o v is io n
if n e ed e d. A l l th e i s s ues c o nc ern i n g
pro v i d i ng s er v ic es a n d t he or ga n is at i on
are dis c us s e d r e gu l ar l y in th e s t af f
m eeti n gs . T h er e ar e pr inc i p les i n p lac e
ho w of t e n wh ic h t op ic s ar e d is c us s ed in
th e m ee t in gs ( s ys t em of m eet i ngs ).
15
14. The social ser vice provider has mechanisms in place to enhance
satisf action and mot ivat ion of staff
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
It was c o nf ir m e d th a t t he m ot i v at i on an d
s at is f ac t io n of th e s taf f ar e v er y
im por ta nt e l em ents to the em p lo ye r .
T here ar e s e v er al e v en ts or g an is e d f or
th e s t af f . T her e ar e im pl em ent e d th e
m ec han is m s f or r ec og n it i on .
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 ro m th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
16
T SK h as d oc um ent e d an d im pl em en te d T he p os s ib l e im pro v e m ent ac t io n m ig ht
th e r i gh ts of t he p er s ons s er v e d an d be t o pr es e nt t he c h art er of r ig h ts in
th es e a re in ac c or d a nc e to th e m ore us er - f ri e nd l y f o rm at. A ls o it was
i nt ern a ti o n al h um an r i gh ts c o n ve nt i o ns . c onf irm ed t ha t t he p er s ons s er ve d k no w
Dur i n g t h e in te r vi e w s wi t h t h e per s o nn e l th e ir b as ic ri g hts , th ere wer e c a ps in
was v a l i da te d th a t t h e s taf f i s g e ne ra l l y th e k no wl e d ge of a ll th e ir ri g hts a nd
a war e of t h es e r ig h ts an d d ut i es . du t ies .
E das i n e ar en d us t e ge v us on es it a da
õ ig us t e ja k o hus tu s te i nf o e n am
k as ut aj as õb ra l ik um a s vorm is . As ut us e
k lie n d id t ea v a d m õn i ng a id õ i g us i ja
k ohus tus i , s i is k i e i te a dn u d n ad k õik i .
16 . T h e s oc i a l s er v ic e pr o v i d er inf orm s th e pers o n s er ve d a bo ut h is / h er
ri gh ts a nd d ut i es es pe c i al l y t o eq u a l tre atm e nt o n gr ou n ds of a g e, d is a b i li t y,
ge n de r , r ac e , r e l ig i o n or be l i ef an d s ex u al or ie nt a ti o n b ef or e rec e i vi n g t he
s er v ic es .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
It was c o nf ir m ed th at i n t he e nt er i ng to
th e s er v ic e t h e r i gh t s a nd d u ti es ar e
ex p l a in e d an d in tr od u c ed as s oo n i n t h e
proc es s as pos s i b le ( as d ep e nd i n g o n
th e c o nd i t io ns of th e c l ie n t) .
17
17 . T he s oc i a l s er v i c e pr o v id er h as ac c es s ib l e c om pl a i nt m ana g em ent
s ys tem wh ic h r e gis t e r s f ee d bac k o n perf orm anc e f rom pers o n s s er v ed ,
purc h as er s an d o th er r e le v a nt s t ak eh o ld ers .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif i c a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T SK h as c om pl a i nt m an a gem e nt s ys t em
in p lac e , wh ic h a s s ur es t h at the
c om pl a in ts wi l l b e i n v es t i ga t ed in t h e
ap pr o pri a te wa y as we l l as d is c us s e d t o
m ak e th e n ec es s ar y d ec is i o n f or f ol l o w -
up ac ti o ns . All c om p la i nts ar e als o
reg is te re d.
18 . T h e s oc i a l s er v ic e pr o vi d er res p ec ts t he f u nd am en ta l r ig h t t o s e lf -
de t er m in at i on of t h e per s o n s er ve d . T he y f ree l y de te rm ine t he ir po l i t ic a l
s ta tus an d f r ee l y p ur s ue t h e ir ec on om ic , s oc i al an d c u lt ur a l d e ve l o pm ent .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
18
It was c onf ir m ed bo th in the
doc um en ta t io n a nd in ter v i e ws t h at t he
ri gh t to s e lf - d et er m ina t io n is on t he
c en tr e of t he s er v ic e pr o v id e d – th e
c l ie n t c an m ak e his / her o wn c ho ic es
ac c or d i ng t o t he s er v i c e, b ut als o e ntr y
an d ex i t f rom t he s er v i c e.
19 . T he s oc i a l s er v ic e pr o v i der f ac i l i ta t es th e pers o n s er v e d in c ho os i ng
an d h a v in g ac c es s t o ad v oc at es a nd / or s u pp ort i ng pers o ns .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Ac c ord i n g t o d oc um ents an d in t er v ie ws
th er e is a n e v id e nc e th at t he r u l es f or
pro v i d i ng t h e s u pp or ti n g p er s o ns a n d
ad v oc at es ar e in pl ac e an d
im pl em ent e d.
20 . T h e s oc ia l s er v ic e pr o v i d er def in es a n d doc um en ts its p o l ic y o n et h ic s
th at r es p ec ts a nd as s ur es th e d i gn i t y of th e p ers o ns s er v e d, pro tec ts th em
f rom un du e r is k an d pr om otes s oc i a l j us t ic e
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
19
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T SK h as d oc um ent e d an d im pl em en te d
a p o l ic y o n e t hic s r ef l ec t i ng th e d ig n it y
of p ers ons s er v e d an d pr o t ec t i ng t h em
f rom pos s i b l e r is k s . It was c o nf irm ed
dur i n g t he i nt er v ie ws t ha t s t af f is a war e
of t h es e pr i nc i pl es .
21 . T he s oc ia l s e r vic e pr o v id er op er at es m ec han is m s wh ic h pr e ve n t th e
ph ys ic a l, m ent a l a nd f i na nc i al ab us e of u s ers .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
20
S oc i a l s er v ic e pr o v id er h as a T he p os s ib l e im pro v e m ent ac t io n is t o
doc um en te d po l ic y a nd pr oc ed ur es t o be tt er def in e t he p os s ib l e s i tu a t io ns
pre v e nt ph ys ic a l, m e nt a l a n d f in a nc ia l bo t h ins i de and ou ts i de th e
ab us e of p er s o n s e r v ed . D ur i n g th e org a n is a t io n , wher e t her e is a r is k to
i nt er v ie ws it was c onf ir m ed t h at s taf f is an y k i nd of ab us e of pers o n s s er v e d.
a war e of t h es e pr i nc i p l es . T here is th e pos s i b i li t y t o d is c us s th es e
is s ues wi t h ot h er s oc i a l s er v ic e
pro v i d ers (of c o urs e t ak in g in to ac c ou n t
th e c o nf i de n ti a l it y pr i nc ip l es ) – e .g . it
m ight be p os s ib l e to dis c us s the
pos s i b le p a tt erns in th e ab us e of t he
pers o ns , wh o are i n t h e weak er pos i t io n
to pr ot ec t t hem s el v es ag a i ns t pos s i b l e
ris k s .
V õim a l ik aren d us t e ge v us on p arem i ni
def in e er id a v õ im al ik k e s it u ats i oo n e n i i
as u t us e s ees k u i vä l j as , k us t ee n us e
s aaj a d v õ i v ad s at tu da är ak as ut am is e
oh t u. V õ ik s aru t ad a ka t e is t e
s ots i aa l te e nus t e pak k uj at e ga
( ar v es t ad es k onf id e nts i aa ls us e
põ h im õtt e i d) ü l dis e l t a s an d i l, m il l is e d o n
v õ im al ik ud ä rak as ut a m is e v õ im al us e d
i nim es t e j uu res , kes on nõr g em as
pos i ts io o nis k a its m ak s en nas t võ im a lik e
ris k id e e es t.
22 . T he s oc i a l s er v i c e pr o v id er pr o v i des s erv ic es i n a s af e s ys tem of
work i n g wit h in a s af e e n v iro nm en t t o e n s ure th e ph ys ic a l s e c ur it y of
pers o ns s er v ed , t he ir f am il i es a nd c ar e tak ers .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
21
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
c on d uc t e d r is k as s es s m ent t o e v a lu at e
i nd i v i du a l l y a n d c o l l ec ti v e l y t h e r is k s in
th e work in g e n v ir onm en t a n d to s et t h e
nec es s ar y m eas ur es to pr e ve n t t hes e
ris k s . T her e a r e r e gu l ar m eas ur em en t in
p lac e of th e m e as ur es t o pr e ve nt r is k s .
23 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
a s e t of pr inc i p les , v a l ues a nd pr oc e d ur es t ha t go v er n b e ha v i o ur i n s er v ic e
de l i v er y c o nt a in i n g as p ec ts of c o nf i d en ti a l it y, ac c u rac y, pr i v ac y an d
i nt egr i t y.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v id er h as def in e d
s et of pr i nc ip l es , v a l u es a n d pr oc e dur es
to as s ur e an d g o v er n be h a vi o ur in
s er v ic e de l i v er y i n s e v er a l doc um en ts . I t
was c o nf ir m e d dur i n g i nt er v ie ws t ha t
s taf f is a war e ab o ut t he s e pr i nc ip l es ,
v a lu es a nd pr oc e du r es .
22
24 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
proc e d ur es f or as s ur i n g c o nf i d en t ia l it y of d at a re g ard i n g t he pe rs o ns s er v e d
an d t he s er v ic e pr o v i d ed t o t hem .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Ac c ord i n g to d oc um ent at i o n an d
i nt er v ie ws t h er e is an e v i de nc e t h at
proc e d ures f or as s ur i ng c o nf i de nt i a l it y
of da ta ar e d oc um en t ed an d
im pl em ent e d. T he f ails c on t ai n i ng
c onf id e nt i a l i nf or m at io n ar e c r yp t e d.
25 . T h e s oc ia l s er v i c e pr o v i d er def in es th e r o les a n d r es po ns ib i l it i es ,
au t hor i ti es a nd t he i nt er r e la t io n of a l l p ers o n n el wh o m a na g e, d es ig n,
de l i v er , s up p or t a n d e v a lu at e t he s er v ic e pr o v is i o n to pers o n s er v ed .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
23
T he ro les an d r es p o n s i bi l i ti es of a l l t he T he f ur th er im pro v e m ent ac t io n m i gh t
em pl o ye es ar e des c r i be d in th e j ob be t o m ak e m ore i nf orm at io n a va i l a bl e
des c r i pt i o n. D ur in g t h e i nt er v ie ws wi t h on t h e t as k s of th e s taf f o n th e we b-
th e ex t er n a l s t ak e ho l d er s it was pa g e of t h e T S K .
c onf irm ed t h at th e i nf or m at io n of th e
ro les a n d tas k s of t he s t af f is a v a il a b le
if ne e de d.
26 . T h e s oc i a l s er v ic e pr o vi d er work s i n p art ners h i p wi th o th er or g an is at i o ns
i n th e pr o v is io n of s er v ic es .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i oi n of th e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T SK h as m ec ha n is m i n p l ac e t o c o -
op er at e with pa r tn er s – l oc a l
go v er nm ents ( m ai n l y T al l i nn) , ot h er
s oc ia l s er v ic e pr o v i de r s , s ta t e a ge nc ies
i n th e f i e ld , b ut a ls o oth er ne c es s ar y
par t ners (e . g. T a l l in n a V aim s e T er v is e
K es k us (th e C en tr e f or Me nt a l H ea l th of
T al li n n ). T h is c o - op er a t io n is c l ear l y
s up p ort i n g th e s er v ic e pr o v is io n as t h is
is f oc us e d o n t he c as es of t h e p ers o ns
s er ve d .
It was c o nf ir m ed i n t he i nt er v i e ws th a t
th e pa rt ner s va l u e h ig h l y th e co-
op er at i o n wi th t h e T S K as we l l as ver y
op e n a nd pr o ac t i v e ap pr o ac h to co-
op er at e.
24
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 e s .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
It was c o nf ir m e d d ur i ng t he a u d it th a t
T SK work s i n c l os e pa r t ner s h i p wi th
d if f ere nt i nt er na l an d ex t er n al
s tak e ho l de r s i n t he d e ve l o pm ent of th e
s er v ic es . R ec en t l y t he new s er v ic e
(ec o n om ic c o u ns e l l i n g) was d es i g n ed
an d it was c o nf ir m ed th a t d if f er en t
s tak e ho l de r s wer e i n vo l v e d in th is
des i g n pr oc es s . T h er e is d oc um ent e d
an d im pl em ent ed pr i nc ip l es h o w o f te n
an d wh ic h t o p ic s a r e d is c us s e d d ur i ng
th e m eet i ngs wi t h d if f ere nt
s tak e ho l de r s , wh ic h qu ar a nt ees t ha t
d if f ere nt as pec ts c o nc er n i ng s er v ic es
are dis c us s e d r eg ul ar l y wit h
s tak e ho l de r s .
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 n d h a ve s et up a p pra is a l m ade u p of a n on- g oi n g
s truc tu r e d d i a lo g ue pr oc es s in th e m ana g em en t of th e s er v ic e, i nc l ud i n g th e
def in i t io n of th e n e ed s , th e d ef i n it i on of th e s er v ic es , as we l l a s of the
e va l u at i on of q ua l i t y.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i de r m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
25
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T SK has pr oc e du r e s f or ac t i ve T here is a p os s ib l e i m prov em en t ac t io n
i n vo l v em ent of per s on s e r v ed in to an a l ys e whe th er t he m ec h a nis m f or
p la n ni n g an d e v a lu at i on of th e s er v ic e par t ic ip a ti o n of p ers o ns s er v e d i n t he
pro v i d ed . Al l i nd i v i du a l p l ans ha v e an p la n ni n g an d e va l u at i on of s er v ic e is
i nd i v i du a l a nd h o l is t ic a ppr o ac h. It was s at is f ac tor y and the bes t wa y f or
c onf irm ed d ur in g the i nt er v i e ws t ha t ac h i e v in g t h e a im s in ord er t o am en d i t
pers o ns s er v e d are in v o l v ed in the if nec es s ar y. Als o , t her e is a p os s i bl e
d if f ere nt as pec ts of t he s er v ic e im pro v em ent ac t i o n t o a n al ys e wh et h er
pro v is i o n . th e f orm at of an In d i vi d ua l Plan as
pro v i d ed to th e per s on s er v ed is in
us er - f ri en d l y and un d ers t an d a bl e
f orm at.
V õim a l ik uk s aren d u s te g e vus ek s on
an a l üüs i da , k as te e n us e s aaj at e p o o lt
te e nus e p l an e er im is e ja h i nd am is e
os a l em is e m eh h an is m on p i is a v j a p ar im
tu l em us te s a a v ut am i s ek s n i ng t e ha
v aj a d us e l m uu da t us e d . T eis ek s
v õ im al ik uk s aren d u s te g e vus ek s on
an a l üüs i da , k as t e e nus e s a aj a l e on
i nd i v i du a a ln e p l a an k as ut aj as õb ra l ik us
j a arus a a da v as f orm aa d is .
29 . T he s oc i al s er v ic e pr o v id er i ns t it u tes an a nn u a l e v a l ua t io n of
par t ic ip a ti o n of per s o n s s er v e d bo t h o n i nd i v i du a l a nd / or gr ou p b as i s .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
26
T he s oc i al s er v ic e p r o v id er f ac i l it at es
th e p ar t ic i p at i on of p e r s ons s er v ed b ot h
an i n d i vi d ua l a nd gr o up b as es . A l l t h e
m eas ur es a n d ac t i v it i e s f or p ar t ic i pa t io n
ha v e be e n d o c um ent e d and
im pl em ent e d. T her e i s d oc um en t ed a n d
im pl em ent e d pr i nc ip l e s ho w of t en an d
wh ic h t op ic s ar e d is c us s e d d ur i ng th e
m eeti n gs wi t h d if f er en t s tak e ho l d ers ,
wh ic h q ua r a nt e es t h at e va l ua t io n of
par t ic ip a ti o n is d o ne r eg u l ar l y.
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 th e ir pe r s o n a l em p o wer m en t a n d p ers o n a l s it u at i on a nd t ha t of
th e ir c om m un it y
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
27
T SK f ac il i ta t es c l ear l y t he em p o werm ent
of th e p ers o ns s er v ed . T he m a in f oc us
of th e s er v ic e is t o ac t i v e l y s u p po rt
pers o ns s er v ed in s o l v in g t he ir
pro b l em s , wh ic h have c a us ed l os in g
th e ir h om es a nd t o en ha nc e t he ir ab i l it y
to c o p e i n th e s oc i et y a g ai n . T he T SK
has b u i ld u p t he r es o zi a l is in g s ys t em
wh er e th e p er s on s e r v ed c an a d v anc e
gra d u al l y ac c or d i n g t o t h e i nc r ea s e i n
th e ir a b i l it y to c op e i n s oc i et y. I t was
c onf irm ed t ha t t he pr i nc ip l e of t he
em po werm en t is im pl em ent e d t hr ou g h
th e i n di v i d ua l p l a ns .
31 . T he s oc i a l s e r v ic e pr o v id er o p er a tes s pec if ic m ec h a n is m s f or
es t a bl is h in g a n em po w er in g e n v iro nm en t.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T SK h as i de n tif ie d m eas ur es for
c rea t in g a n em po we r i ng en v ir o nm ent in
th e org a n is a t io n. T he r e is im pl em ent e d
CA R E- m et ho d ol o g y in pr o v i d in g
s er v ic es , wh ic h also f oc us es on
em po werm en t.
28
32 . T he s oc i al s er v ic e pr o v i der s e lec ts pr ogr am m es wh ic h are bas e d o n a
ne e ds as s es s m ent at th e l oc at i on wh ic h i s m os t c o n ve n i en t f o r th e p ers on
s er ve d , f am i l y a nd c a r e tak er s
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he ac t i v it i es of T S K ar e bas e d on t h e
ac c or d i ng s ur ve ys , wh ic h ar e c o nd uc te d
reg u l ar l y, a ls o on t he n ee ds of th e
po t en t ia l ( f u tur e) per s ons s er v ed . T he
i nf orm at io n g at h er e d f r om s ur ve ys is
im por ta nt f or T S K t o p la n its ac t i v it i es
an d d es ig n the s e r v ic es . It was
c onf irm ed in i n ter v i e ws t ha t t he
l oc a t io ns of d if f er en t u n its ar e
c on v e n ie nt f or t h e per s ons s er ve d.
33 . T he s oc i a l s er v i c e pr o v id er of f ers p rog ram m es c ons is te n t wit h t h e
i de nt if ie d n ee ds of i ts c us t om ers an d o bj ec t i v es f or t h e pr ogr am m e.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
29
T SK h as i de nt if ie d th e n ee ds of p ers o ns
s er ve d b as ed on th e obj ec t i v e of th e
pro gr am m e, whic h ar e d oc um ent e d i n
th e in d i v id u a l p l a ns . T he pr o gr am m es
an d s er v ic es ar e bas ed o n t he n e eds
as s es s m e nt an d ar e r e gu l ar l y
e va l u at ed .
34 . T he s oc i a l s er v ic e pr o v i der o per at es in d i v i du a l pr oc es s es t h at are dr i ve n
b y th e n e eds of t he p e r s on s er ve d .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T SK d e l i ver s s er v ic e s bas ed on t he
ne e ds of t h e p er s o ns s er ve d . T he ex ac t
c on t en t of th e s er v ic es ( ac ti v i t ies ) are
des i g ne d ac c or d in g to t he s p ec if ic
ne e ds of t he per s o ns s er ve d . T h e ne e ds
an d are e v al u at e d r e g u lar l y ( af te r e v er y
6 m ont hs ) i n or d er t o adj us t th e c o nt e nt
of s er v ic es if t h e n e eds a nd a im s of
pers o n h a ve c ha n ge d.
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.
30
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T SK doc um en ts t he i d en t if i ed n ee ds an d A lt h ou g h t her e a re i nd i v i du a l p l a ns i n
ex p ec ta t io ns of t he p e r s on s er v e d in a n p lac e as we l l as pr o c ed ur es f or th e ir
In d i v id u al Plan ( r e s o zi a l is in g p la n) e va l u at i on , t her e c o u ld be an a l ys ed
ac c or d i ng to t h e c er t a in pr inc i p les an d wh et h er it is p os s i b le to m ak e th e
proc es s . T he i n d i v id ua l pl a ns c o nt a i n f orm at of the in d i v id u a l p la ns as we l l as
tar g ets a n d wor k in g m etho ds t o h e lp t o th e pr oc es s of c re at i ng a n d e v al u at i o n
ac h i e v e t he t ar g ets . It was va l i da te d of th es e pl a ns m ore us e r - f r i en d l y i n
th at In d i v i du a l P la n s ar e e v a lu at e d ord er t o r is e a war e ne s s a nd im port a nc e
reg u l ar l y ( as a rule af te r e ver y 6 of th es e p l ans a ls o am ong p ers o ns
m onths ) by p er s o n s er ve d , s oc i a l s er ve d .
work er of T S K a nd r ep r es e nt at i v e of
l oc a l g o v er nm e nt. K ui g i i n v i du a a ls e d p l a an i d o n k as ut us e l,
na g u ka pr ots e du ur i d ne n d e t ä i tm is e
h in d am is ek s , s i is t u le k s ana lü üs i da , k as
on v õ im al ik n en d e p l aa n id e f orm a at i,
na g u ka nende v ä lj a tö öt am is e ja
h in d am is e pro ts es s i t e ha e nam
k as ut aj as õb ra l ik uk s tõs tm ak s nen d es t
te a dl ik k us t ja ne n de t äh ts us t ka
k lie n ti d e j aok s .
36 . T he s oc i al s er v ic e pr o v i d er i d e nt if i es , d oc um en ts , a nd m a in t ai ns t he k e y
s er v ic e d e l i ver y pr oc es s es t o th e p ers o ns s er v ed in l i n e wi th its vis i o n,
m is s io n s ta t em ent a n d q u al i t y p ol ic y.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
31
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T SK h as i de n tif ie d a n d doc um en t e d i ts T o ha v e m ore tr a ns p a renc y th er e c o u l d
k e y s er v ic e d e l i ver y pr oc es s es . I t was be i nc lu d ed t he l is t of th e p roc es s es i n
c onf irm ed t h at t h es e pr oc es s es ar e in th e q ua l it y p o l ic y – a ls o wi th t he c le ar
l in e wi t h th e v is i on , m is s io n a nd q u a li t y d i vis i o n b e t wee n t he key d el i v er y
po l ic y of th e s er v ic e pr o v i d er a n d are proc es s es an d s u pp or t pr oc es s es .
im pl em ent e d i n e v er yd a y pr ac t ic e S ec o n d l y t her e could be an a l ys ed
wh et h er t o des c ri b e the k e y d el i v er y
s er v ic e pr oc es s es a nd s om e of th e
s up p ort pr oc es s es ( e. g. a n nu a l p la n
proc es s ) i n t he f orm at of pr oc es s f l o w.
K v al i te e d ip o l i it ik as (või s e l le l is an a)
v õ ik s ol la to o du d pro t s es s id e n im ek iri –
era l d i t o od u na v õ t m eprots es s i d ja
tu g ipr o ts es s i d. Lis ak s võ ik s a n a lü üs id a ,
k as te en us e os u tam is e v õtm epr ots es s i d
ja m õn in g ad t ug i pro ts es s i d ( nt
aas t ap l aa n i pro ts es s ) v õ ik s id o ll a
k irj el d at u d nn v oos k e e m ina.
37 . T h e s oc i a l s er v ic e pr o v id er r e vi e ws th is d e l i ver y p roc es s a n d m ain t ai ns
c on tr ol o ver t h e d el i v e r y of th e s er v ic e.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
32
T KS r e v ie ws t h e k e y s er v ic e d e li v er y T he p os s i bl e im pro v e m ent ac t io n c ou l d
proc es s es on r e g ul a r bas is (in the be to b enc hm ark the p erf orm anc e of t h e
s er v ic e des c r i pt i o n ar e s e t pr i nc i p l es f or proc es s es wi t h s i m ilar pr oc es s es
th is r e v ie w) an d als o e va l u at es of f ere d b y o th er or g an is at i ons .
ac c or d i ng r es u lts to i nd ic at or s . T S K is
Üh ek s ed as is ek s pa ren d us t e ge v us ek s
v er y o p en to th e f ee db ac k of th e
ex t er na l s tak e ho l de r s to an a l ys e th e v õ ik s ol l a v õr d l e va n a lü üs om a
pro ts es s i d e t o im iv us e os as as u tus te g a,
pos s i b le wa ys t o im pr o ve s er vic es .
k ell e l o n s ar nas e d pr o ts es s i d
38 . T he s oc i a l s er v ic e pr o v id er e ns ur es th at the pers o n s er v ed c a n ac c es s a
c on t in u um of s er v ic e s th at s p a n f rom ea rl y i n ter v e nt i o n to s u pp or t a nd
res p o n d t o c h a ng i n g r eq u ir em ents o v er t im e .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
It was c onf ir m ed bo th in the
doc um en ta t io n a nd dur i n g i nt er v ie ws
th at th er e ar e c r e a te d t he pos s i b i li t ies
to p ers ons s er v e d to d if f er e nt k in d of
nec es s ar y s er v ic es a ls o wh e n n ee ds
c ha n ge o v er t im e. All ac c or d i ng
i nf orm at io n is doc um ent e d in t he
i nd i v i du a l p l an an d i n oth er doc um en ts
(pe rs o n al f i l es ) of th e per s o ns s er v ed .
39 . T he s oc ia l s er v ic e pr o v i d er d e ve l o ps a s eam l es s c o nt i n uum of s er v ic es a nd
red uc es b ar r ier s i n a m ult i - d is c i p li n ar y or m u lt i - ag e nc y s et t in g .
33
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T SK op er at es s er v ic e s c har ac ter is e d b y
a m ul t id is c i p l in ar y ap pr o ac h to t he
pers o ns s er v ed in t h e ir I nd i v i du a l P l an .
T SK h as f u ll y im pl em en t ed t h e P DC A -
c yc l e, wh ic h q u ar an te es th e n ec es s ar y
c ha n ges in s er v ic e c o nt e nt and
proc es s es ar e im pl em en t ed if n e ed e d.
40 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s er v ic es f rom a h o l is t i c a p pro ac h
bas e d o n t he ne e ds a nd ex p ec ta t io ns of t h e p ers o n s er ve d wit h th e a im of
im pro v i ng t h e qu a l it y of lif e f or t h e pe rs o n s er ve d .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
34
T SK ens ur es t h at q ua l i t y of l if e is O n e f urt h er im pr o ve m ent ac t io n is t he
s pec if ic t o a n d d ef i n e d b y e ac h p ers o n de v e l opm en t of s er v ic es in or d er to
rec e i v i n g s er v ic es . T h e ef f ec t i v en es s of of f er ps c yh o l o g ic al ad v is i ng t o m or e
ac t i v it i es im pr o vi n g t h e q ua l i t y of l if e is pers o ns s er v ed as ac c or d i ng to th e
e va l u at ed r e g u lar l y. T her e is a pr oc es s i nt er v ie ws th er e are i nc re as i ng n um ber
of c o ns t a nt c h a ng e i n th e a bi l i ti es of t h e of p ers ons s er v e d wi th m ent a l
pers o ns s er ve d e va l u at e d and pro b l em s .
doc um en te d r e g u lar l y.
Üh ek s ed as is ek s ar en dus t eg e v us ek s on
pak k uda ps üh h o lo o g il is t n õ us t am is t
en am at e le t e en us e s a aj a t el e , k un a
i nt er vj u u des t s el g us , et te e nus e s a aj a te
ar v, k el l el o n v as ta v ad pr o b le em id , on
s uur e n em as .
41 . T h e s oc i al s er v ic e pr o vi d er i d en t if i es t he ne e de d c om pe te nc es , s k il ls
an d s u p por t f or s taf f t o e nh a nc e t h e qu a l it y of lif e f or p ers o n s er v ed .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
35
T SK h as ve r y s tr o ng f oc us o n h a v i ng
th e n ec es s ar y s k il ls an d c om pe t enc es
of s t af f . T SK s p ec if i es an d e va l u at es
reg u l ar l y t he nec es s ar y c om pe te nc i es
an d s k i l ls f or s t af f to en h anc e q ua l i t y of
l if e of p er s o ns s e r v ed . TSK h as
de v e l op e d s p ec ia l i nt er n a l tr a i ni n g
pro gr am m e f or th e s o c i al as s is t a nts . It
was c onf ir m ed i n in t er v ie ws t ha t s t af f
has p os s ib i l it i es t o h a ve b ot h in t ern a l
an d ex t ern a l tr a in i n g s bas ed on th e
ne e ds .
42 . T h e s oc i a l s er vic e pr o vi d er i de nt if ies i ts bus i n es s r es u l ts a n d pr o vi d es
f orm al p er io d ic a n d i nd e pe n de n t re v i e w a nd pr oc e d ures to ac h ie v e t h e
tar g et ed r es u l ts .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
36
T here ar e doc um en te d an d im pl em ent e d O n e f urt her im pro v e m ent ac t i o n m igh t
th e pr oc ed ur es t o p l an a nd r e por t t he be to in tr od uc e th e pr oc es s au d it
tar g ets f or l o ng er per io d ( in the s ys tem , i n whic h t h ere are in t ern a l t eam
s tra te g ic p l an) a n d ye ar l y ( an n ua l p l a n). f rom oth er un i ts au d it i ng t he pr oc es s es
A ls o e ve r y pr oc es s has i ts o wn an d m ak in g pr o p os a ls f or th e
i nd ic at ors to m eas ur e th e r es u l ts . T h er e de v e l opm en t of proc es s es .
is i n p l ac e t h e s ys t em of i nt er n a l a u d its
Üh ek s v õ im al ik uk s pa ren d us t e ge v us ek s
c on n ec t e d wi th t he pr oc es s es of t he
v õ ib olla s is s e viia s e l l in e
org a n is a t io n . T her e ha v e be e n a ls o
s om e au d its f r om th e ot h er or ga n is at i on pro ts es s i a u di t it e s üs t e em , k us
as u t us es is es e d t i im i d (n t te is tes t
(c it y of T al l i nn , L eg a l Ch a nc e l l or etc ) .
ük s us t es t) a ud i te er i v ad t e is t e ük s us t e
pro ts es s e ja t e e v ad e tt e p an ek ui d
pro ts s es s i d e p are n d a m is ek s .
43 . T h e s oc i al s er v ic e pr o vi d er i d en t if i es an d re g is t ers t he ou t c om es a n d
be n ef i ts f or p er s o n s er ve d of th e rec e i v e s er v ic es on in d i v i du a l a nd
c o ll ec ti v e b as is .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
37
T he s oc ia l s e r vic e p r o v id er e v a l ua tes
th e ac h ie v e d r es u lts o f the o bj ec t i ves of
eac h I nd i v i du a l P l an . T h er e ar e
proc e d ures in p l ac e t o doc um en t th e
ac h i e v em ents of th e per s o n in r e gu l ar
bas is ( af t er e v er y 6 m ont hs ) . The
ac h i e v em ents on c o l l ec t i v e level ar e
ref l ec t e d i n th e an n ua l r e por t of th e
T SK .
44 . T he s oc i a l s er v ic e pr o v id er e v a l ua tes its bus i n es s res ul ts i n or der to
de t er m in e b es t va l u e f or purc h as ers an d f u nd ers ( ‘b es t v a lu e ’ c a n a ls o be
ex pr es s e d i n r e la t io n to t h e i nc re as ed qu a l i t y of lif e of f ere d t o th e p ers o n
be i n g s er v ed) .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T SK e v a lu at es i ts b us in es s r es u lts i n
ord er t o d e ter m i ne t h e bes t v al u es f or
a ll s tak e ho l de r s . T S K has s et ac c or d i ng
i nd ic at ors a nd t ar g e ts , ac c o r d i ng to
wh ic h th e b es t v al u e c an be m eas ure d.
45 . T h e s oc i a l s er v i c e pr o v i d er e va l ua t e s th e i nd i v i d ua l a nd c o l lec t i ve
s at is f ac t io n of pe r s o n s s er ve d an d ot h er s tak e ho l de rs b y i nt er n a l a n d/ or
ex t er na l e v a l ua t io n.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
38
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T SK m eas ur es a nd e va l ua t es t he
s at is f ac t io n of t h e pe r s ons s er ve d a nd
ot h er s t ak e ho l de r s tr ou g h th e s e v era l
m eans (q ues t i on n ai r e s an d m eet in gs ) .
As t h is h as b ee n c o ns is t en t o v er t he
ye ars , T S K h as a l ot of c om par a b le
i nf orm at io n on t he s at is f ac t i o n of
d if f ere nt s t ak eh o ld er s o ver t h e ye a rs .
46 . T he s oc i a l s e r v ic e pr o v id er p ro v i des ac c es s i b le an d e as il y
un d er s t a nd a b le r ec or ds on o utc om e, i nc l ud i n g p ers o na l p erc e pt i on a n d
ac h i e v em ents
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T SK rec or ds its p er f o r m anc e i n an n u al
rep or t. P er s o n a l a c h ie v em en ts ar e
doc um en te d i n s e v er a l d oc um ents . T he
res u l ts of th e a ge nc y ar e a ls o di s c us s e d
dur i n g t he m eet i n g s wi th dif f er e nt
s tak e ho l de r s .
47 . T h e s oc i a l s er v ic e pr o v i d er ac t i v el y d is s em in at e s org a n is a t io n perf orm anc e
am ong its s t af f , s er v ic e us er s an d ex t ern a l s tak e ho l de rs .
39
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T SK is ver y ac t i v e in d is s em i na t in g t h e
i nf orm at io n on or g a nis a ti o n ’s
perf orm anc e to th e dif f er e nt
s tak e ho l de r s a n d t o th e s oc i e t y m ore
bro a d l y. TSK pu b l i s hes its a n nu a l
rep or ts o n its we b - pa ge a nd s en ds it to
its p ar tn er s . T he r es u lts of t h e ag e nc y
are d is c us s e d dur i n g th e m eet i n gs wit h
d if f ere nt s t ak eh o ld er s .
48 . T h e s oc ia l s er v i c e pr o v i d er has a s ta n dar d pr oc e d ur e f o r c o nt i nu o us
im pro v em ent on t h e b as is of a n im pr o vem en t c yc l e.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
40
T here is d oc um en t e d in th e qu a l it y
po l ic y a n d im p lem en te d a c on t in u ous
PD C A- c yc l e. I t was c onf ir m ed t h at i n
th e pr o v is io n of s er v ic e s th e pr o v i der
reg u l ar l y as s es s es i ts ac ti v i t ies a nd
m ak es n ec es s ar y c h an g es if ne e de d
an d t h is pr oc es s is on - go i n g.
T SK has c l ear f oc us on c o ns ta nt
im pro v em ent of the pr oc es s es an d
ac t i ng of t h e or g a n is a t i on as we l l as th e
reg u l ar re v i e w a nd e va l u at i on of i ts
ac t i v it i es a nd pr oc es s es .
49 The s oc i a l s er v i c e pr o v i der i d en t if i e s perf orm anc e i n d ic at ors f or
m eas ur in g t he r es u l ts of t h e im pro v em ent ac ti o ns .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T SK h as c er t ai n f or m a t i n p lac e i n or d er
to p la n an d d es c r i be im pr o v em ent
proj ec ts . I t was c onf i r m ed th at in th e
p la n ni n g ph as e of th e im pr o v em ent
proj ec t t h e per f or m an c e i nd ic at ors ar e
s et i n ord er t o m ea s ur e t he s uc c es s
rat e of th e pr oj ec t . T he i nf or m at i on o n
th e im pro v em en t pr oj ec ts ar e p u bl is h ed
on t h e we b - p ag e of T S K.
41
50 . T h e s er v ic e p r o v i der in tr od uc es an d m an a ges in n o va t i ve wa ys of work i ng
th at ha v e b ee n i d en t if i ed bas e d on t h e n ee ds of s tak e ho l d ers .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
It was c o nf ir m e d d ur i ng t he a u d it th a t
T SK h as m ec h an is m in p l ac e to
reg u l ar l y id e nt if y the n e eds of its
s tak e ho l de r s ( als o po t en t ia l p ers ons
s er ve d) an d to im pl em en t t h e i n no v a ti v e
wa ys of wor k i n g if t h i s is n e ed e d f rom
th e pers p ec t i v e of th e pe r s o n s er ve d . I t
was a ls o c o nf ir m e d t ha t t he in n o va t io n
is m an a g ed a n d i ts r es u lts m eas ur e d.
42
4. Agreed additional development / improvements
T he a pp l ic an t d ec i d ed on th e f o l lo wi n g im pro v em ent ac t i on s an d/ or
ad d it i o na l d e v e lo pm en t f or t h e pe ri o d of t wo ye ars :
Sho rt d es c ri ptio n of the a cti on s
( in clud ing SM ART ob je ctiv es )
1 T o an al ys e , whe th er i t wi l l be pos s i b le to m ak e to f orm at of
th e in d i v id u al p l an an d ac c or d i ng proc e s s es m ore us er -
f r ie nd l y i n or d er to m ak e th is d oc um e nt and ac c or d i ng
pr oc es s es m ore im po rta nt a n d u n ders t an d ab l e t o p ers o ns
s er ve d .
A na l ü üs i d a võ im al us i m uuta i n v id u aa ls e p l aa n i f or m aa ti j a
v as t a v ai d pr ots es s e e nam k as ut aj as õ br a lik uk s m uutm ak s
an t ud d ok um ent i j a va s ta v a id pr ots es s e en a m tähts am ak s j a
ar us a a da v am ak s .
De a dl i n e: O c t o ber 20 1 7
43
5. Closing remarks
T al l i nn a S ots i a al t öö K es k us ( T S K , T a l l i nn S oc ia l W ork Cen tr e ) is es ta b l is h e d in
20 0 1 an d is s u b or d i n at e d t o th e S oc i al a n d H e a lt h B oa rd of c it y of T a ll i n n. T h e
m is s io n of T SK is to p r o v id e a n d de v e l op hi gh qu a l it y s er v ic es i n ord er t o ris e t h e
qu a l it y of l if e of i n h ab i ta n ts in T al l i n n. T o ac h i e v e its m is s i on th e a i m of t he
s er v ic es of T SK is to inc r e as e or m a in ta i n th e in d i v id u a l c o p in g of th e pers o ns
s er ve d .
It was c onf ir m ed d ur i ng th e au d it th at T K S is c l e ar l y c om m itte d to pro v i d i ng h ig h-
qu a l it y s er v ic e to p er s ons s er v e d an d d es i gns i ts s er v ic es an d r e la te d pr oc e s s es
ac c or d i ng l y. T her e is pr o - ac t i ve an d op e n c o - o p er at i on wi t h ex ter na l s tak e ho l d ers
(l oc a l g o v er nm ent e tc ) in or d er t o ac hi e v e t he bes t p os s ib l e res u l ts i n th e s er v ic e
pro v is i o n – e n ha nc i n g t he in d i v id u a l a b il i t y to c op e in s oc i e t y. T S K of f ers 7
d if f ere nt s er v ic es , i n wh ic h th e P DC A c yc l e is f ul l y im p lem e nt ed – t h e s er v ic es a re
reg u l ar l y r e v i e we d a n d r e d es ig n ed if n ec es s ar y. F or T S K it is a l s o ver y im por ta n t
to us e k n o wl e dg e b as ed m an ag em en t an d u s e i nn o v at i v e m et h ods f or work i n g. T S K
has im pl em en te d C A R E - m eth o do l og y, wh ic h h as gi v e n a d d ed v a lu e in pr o v id i n g
s er v ic es . In T S K t he f oc us is o n c ons t an t i n c reas i n g of t h e s k i l ls an d c om pe t enc i es
of s t af f .
In c o nc lus i on i t was c onf ir m ed du ri n g t h e a ud i t t h at T SK h as pu t m uc h ef f ort i n to
i ntr od uc i ng a n d im p le m e nti n g its m an a g em en t s ys t em , i nc l EQ U A S S pri nc i p les . I n
ord er to b e m or e s u c c es s f u l in i ts ac t i v it i es t he re we re p os s i b le im pro v em en t
ac t i ons pro p os e d .
Firs t, th er e wer e s e v er a l d e v el o pm ent pr o pos a ls m ad e i n t h e a ud i t r ep or t, wh ic h
c ou l d b e a na l ys e d i n o r de r to m ak e th e ac t i v i ti es of th e a g enc y m or e ef f ec t i v e .
S ec o n d l y, t h er e is a n ee d a n a l ys e , whe t her it wi l l b e pos s i b le t o m ak e to f orm at of
th e in d i v id u a l p l an a nd ac c or d i n g pr oc es s es (e l a bor at i o n a n d e va l u at i on of th e
p la n) m ore us er - f r i e nd l y in or d er t o m ak e t h is doc um en t a n d ac c o rd in g pr oc es s es
m ore im por t a nt a n d un der s t an d ab l e t o pe rs o ns s er v ed .
Af t er v er if ic at i on of t he i n d ic a t or s dur i n g t he s i t e v is it , r e vi e wi n g doc um en ta t io n,
c on d uc t i ng s e v er a l i nt er v ie ws wi t h pers o ns s er ve d , s t af f a nd ex t e rna l s t ak eh o ld ers
(pa rt ners , f u n der s ) , t he a u di t or r eac h ed t o c onc l us io n th a t T al l in n a S ots i aa l tö ö
K es k us m eets f u l l y th e c r i t er ia f or E Q U A S S As s ura nc e c er tif ic a t io n pr ogr am m e.
T he a u d it or wo u ld l ik e t o t h a nk the em pl o yees of T al l i nn a S ots i a a lt öö K es k us f or
th e ir c o op er at i on an d war m we lc om e d ur in g th e s i te v is it .
44
T al li n n a S o ts i a a lt ö ö K es k us ( T S K) o n lo o du d 2 0 01 . ni n g o n T a l li nn a S ots i aa l - j a
T erv is ho i uam et i a l l u vu s es . T K S m is s i o on o n s ots i aa l te e nus t e k v al i t ee ts e os u tam is e
j a ar e nd am is e k au d u ai d at a k aas a T a l l i n na e la n ik e e l uk va l i te ed i tõ us ul e . O m a
m is s io o ni s a a v ut am is ek s on TSK t e en us t e ees m ärg ik s om a t ee n us e s a aj at e
i nd i du a a ls e t o im etu l ek u s u ur e n dam i ne v õi s ä i l it am in e.
A ud i ti k ä i gus s a i k in n it us e, et T S K on s e lg e lt pü h en d un u d k va l it ee ts et e t ee n us t e
pak k um is el e om a k li e nt i de l e n i n g k uj un da b om a tee n us e i d j a pro ts es s e vas ta v a lt .
As ut us e po o lt o n pr oak t i i vn e j a a v at u d k oos t öö om a v ä l is t e p art n er it e ga ( n t
k oha l ik e om a v al i ts us t eg a) s a a v ut am ak s pa rim ai d tu l em us i t ee n u s te p ak k um is e l –
üh is k o nn as h ak k am as aam is e v õ im ek us e t õ u s u. T S K os u t ab 7 t e e nus t, m il l e j uur es
PD C A ts ük k el on tä i e l ik ul t r ak e nd u nu d – te en us e id v aa d at ak s e reg u l aars e lt ü le j a
k uj un da tak s e v aj a d us e l üm ber . T S K j a ok s on v ä ga t äh t is t ea dm u s põ h i ne j uh t im in e
j a in n o va t ii vs e te t ööm ee t od i te k as ut am in e. T SK o n r ak en da n ud CA R E - m et oo d ik a,
m is on an d nu d l is a v äär t us t te e nus te os u tam is e l e. T S K - s o n f ook us t öö t aj a te
os k us t e j a k om pe nt en t s i de p i d e va l e tõs tm is e l e.
K ok k uvõt t es , a ud i ti k äi gus l e id is k i nn i t us t, et T S K p an n ud p a lj u j õu p i ng ut us i om a
j uh t im is s üs t e em i, sh EQUASS pr i nts i i p i de , s is s e vi im is el e ja r ak en dam is el e .
O l em ak s ve e lg i e d u k am om a t eg e v us t es , on a u d it i k ä ig us v ä lj a pak u tu d ka
m õni ng a d ar en d us t e ge v us e d .
Es it ek s , on a u d it i r a p or t is t oo d ud m itm ei d par e n dus et t ep a nek u id , m il le os as lä b i
v i ia an a lü üs n i n g m il l e e es m är g ik s o n m uu t a as u t us t ve e lg i ef ek ti i v s em ak s .
T eis ek s , on v aj ad us an a l üüs i da , k as i n v i du a a ls e p la a n i f orm aa t i ja s e l le g a
k aas n e va i d pr o ts es s e ( pl a an i k oos tam i ne j a h i nd am in e) o n võ i m alik te ha en am
k as ut aj as õb r a l ik um ak s j a ar us aa d a vam ak s ,et m uut a s e e d ok um ent j a k aas ne v a d
pro ts es s i d s e n is es t t ä hts am ak s j a arus a ad a v am ak s tee n us e s aaj a te l e.
P ea l e as ut us e k ül as t u s t, d ok um ent a ts i o o ni ü le v a at us t n in g in te r v j uu d e l ä bi v i im is t
te e nus e s a aj a t eg a, t öö t aj a te j a v ä lis t e h u v ip o ol t eg a (p ar tn er i d j a ra h as t aj a d) ,
j õu d is au d i it or ots u s e l e, et T a l l in n a S ots i al tö ö K es k us tä i d ab t äi e lik u lt E Q U A S S
As s ura nc e s er tif ik aa d i n õ ud e id .
A ud i it or tä n ab T a l l i n na S ots i a a lt öö K es k u s e t ö öt aj a i d n e n de k oos t öö j a s o oj a
v as t u v õt u e es t as ut us e k ü las t us e aj a l.
45
06 . 11 .2 0 15 , T a l l i nn , E s to n ia
K ar in N är ep
46
Maarika Aro
Saatja: Guus van Beek <
[email protected]>
Saatmisaeg: 16. november 2015. a. 10:45
Adressaat: Keiu Talve
Koopia: Maarika Aro;
[email protected]; Marie Dubost
Teema: Re: Tallinna Sotsiaaltöö Keskus audit report
Tähtsus: Kõrge
Dear 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 Tallinna Sotsiaaltöö Keskus (EE2015-013) 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 th 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 Committee, th e s e r vi c e s (w i t h i n t h e s c o p e o f t h e
a p p l i c a t i o n ) o f Tallinna Sotsiaaltöö Keskus (EE2015-013) w i l l b e c e r t i f i e d w i t h E Q U AS S As s u r a n c e i n S o c i a l
S e r vi c e s .
Ac c o r d i n g t h e a g r e e d c o m m u n i c a t i o n p r o c e d u r e , I k i n d l y a s k y o u t o d i s s e mi n a t e t h e d e c i s i o n t o
c e r t i f y t h e s e r vi c e s (w i t h i n t h e s c o p e o f t h e a p p l i c a t i o n ) o f T a l l i n n a S o t s i a a l t ö ö K e s k u s (E E 2 0 1 5 -
0 1 3 ) 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 T a l l i n n a S o t s i a a l t ö ö K e s k u s (E E 2 0 1 5 - 0 1 3 ) .
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: dinsdag 10 november 2015 11:36
Aan: Guus van Beek <
[email protected]>
CC: Marie Dubost <
[email protected]>
Onderwerp: Tallinna Sotsiaaltöö Keskus audit report
1
Dear Marie, Dear Guus,
Attached you’ll find an audit report and other documents of Tallinna Sotsiaaltöö Keskus EE2015-013.
Please let Keiu to know in case there are some comments about the report.
Kind regards,
Maarika
2