EQU ASS ASSUR AN CE
AUDI T REPORT
Site visit: 27-28. August 2014
Maarja Village Foudnation (SA Maarja Küla)
Epp Sillaste
© 2012 by European Qualit y f or Social Services (EQUASS)
All r ights reser ved. No part of this document may be repr oduced in any f orm
or by any means, electronic, mechanical, photocopying and recording or
other wise wit hout the prior wr itten permission of the EQUASS.
1. Information of the social service provi der
Name of the social Maarja Village Foundation (S A Maarja Küla)
service provider
Address:
Haavassaare tal u, Kiidjärve, Vastse - Kuuste
vald, Põl vamaa
Post box: 63604
Person responsible Ly Mikheim
(CEO):
Contact person: Huko Laanoja
Phone: 7302630
Fax: 7383041
E-mail: l
[email protected]
Web site: www.maarjak yl a.ee
Name of Auditor: Epp Sillast e
Dates of audit: 27-28.08.2014
Clients: Number of person served: 91
As of (date): 31.12.2014
Staff: Number of Full time staff : 10
Number of Part time staff : 18 (regularly)+19
(project based)
Number of Contracted staff : 47 (all together)
Number of volunteer s (if applicable) : 4
2
Services: Rehabilitat ion ser v ices, supported
employm ent ser vice, supported living service,
living in communit y service, twent y -f our hours
special care ser vice .
3
2. Audit program
9.45-10.15 Avasõnad, audit i protsessi tut vustus , tut vumine Maarja Külaga
10.15-13.15 Tutvumine dokumentatsiooniga
13.15-13.45 Lõunapaus
13.45-14.15 Inter vjuu arendusjuhiga
14.15-15.30 Auditi dokumentatsiooni koostamine
15.30-16.15 Inter vjuu personaligrupiga nr 1 *
16.15-17.00 Kohtumine kliendigrupiga nr 1 **
17.00-.18. 00 Audit i dokumentatsiooni koostamine
2 P ÄEV
9.00-9.45 Inter vjuu personaligrupiga nr 2 *
10.00-10.45 Kohtumine kliendigrupiga nr 2**
10.45-11.30 Auditi dokumentatsiooni koostamine
11.30-12.00 Inter vjuu peamiste koostööpartneritega***
12.00-12.30 Inter vjuu rahastajaga
12.30-13.00 Lõuna
13.15-13.45 Inter vjuu juhatajaga
13.45-16.00 Auditi dokumentatsiooni koostamine
16.00-17.00 Auditi lõpetamine ja tagasiside andm ine
4
3. Detailed feedback on performance
1. The social ser vice provider def i nes documents and implements its
vision and mission values on ser vice provision.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Maarja Küla has document ed and
implemented their vision as their
mission and govern values. These
are documented in Development
Strategy, Inf ormation Stands and in
their homepage.
During the inter views was validated
that employees and exter nal
customers are awar e of the vision,
mission and corporat e values .
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.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
5
Maarja Küla def ines its qualit y policy
and principles in their Development
Startegy and in their Ser vice
Provision Procedures. The Strategy
and procedures include principles
concerning determining of long term
goals and cont inuous improvement.
Qualit y principles and annual results
are discussed and introduced to staff
members in annual staff and clients
meetings.
Staff members consider all the
qualit y policies and procedures and
other documents that regulate the
ser vice deliver y as guidelines on
their work.
3. Persons ser ved, f amily members and service user organisat ions
are able to give f eedback on their individual and collect ive experience
of programmes and ser vices.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
6
Maarja Küla off ers possibilities f or all Maarja K üla should consider
the stakeholders t o give f eedback on developing more systematic way to
their individual and collective summarise and analyse the f eedback
exper ience of programmes and of diff erent stakeholders in collective
ser vices. level which makes easier to measure
the sat isf action over the years and
For persons ser ved the most also keep track of the development s
important way f or giving f eedback is and changes that ar e made.
in f ace to f ace meetings, but also
special clients satisf action sur veys , Soovitus on muut a põhjalikumaks
Clients Meet ings and complaint tagasiside kokkuvõtmine ja
management system . analüüsim ine, mis võimaldaks teha
järeldusi ja võrrelda rahulolu aast ate
Collecting f eedback f rom f under and lõikes ning planeerida muudatusi
main co-partners is organized (arendusi).
through meetings, calls, e -mails and
individual f eedback -questionnaires.
Protocols of the meetings, e -mails
and results of surveys wer e
presented.
During the inter views was validated
that the stakeholders have great
opportunit y to give f eedback.
4. The social ser vice provider inf orms all stakeholders about the
off ered programmes and ser vices available.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
7
Maarja Küla inf orms its stakeholder s
about programmes and services
available through homepage, e-
mails, Development Startegy, Annual
Plan, Brochures and Inf ormation
Stands.
Besides written distribut ion of
inf ormation, there was also oral
inf ormation that is distrib uted to
diff erent parties through diff erent
meetings.
Also meeting protocols were
presented as proof that all relevant
inf ormation was presented to all
interest ed part ies.
5. The social ser vice provider management establishes and documents
an annual planning and review pr ocess.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The annual planning and the review
process is documented in the
Development Strat egy Document and
also in Annual Plans.
There is def ined how th e process is
conducted. There is also proof of
annual planning and reviewing
documents (pr otocols) .
8
6. The plan includes:
annual outcomes / targets
the activit ies to be undertaken in achieving the annual targets
monitor ing of the perf ormance of the organisation in meet ing its
annual targets
time-scales and procedures f or review and revision.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The annual planning is held in the
document “Annual Action Plan (2013 ,
2014...) “. The document included
objectives, act ivities, measura ble
results, dates.
Monitor ing of the perf ormance`s is
organised in regular f ield
represent ative meetings (on a
quarterly basis) and annual results
are presented once a year to all the
staff members, client s and partners.
Documents (Strategy and Annual
Plans) are approved by Board of the
organizat ion.
7. The social ser vice provider demonstr ates organisation’s suc cess in
satisf ying the needs and expectat ions of the societ y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
9
Strengths Improvem ent & developments
Maarja Küla considers collect ing
f eedback f rom diff erent stakeholders
important f or formation and
development of services.
Collecting f eedback f rom clients and
staff is organised through regular
meetings and once a year big annual
planning and revision meeting
(Development Sem inar)
Satisf action Sur veys among staff ,
clients and co -partners are
conducted once a year.
There is proof of organisations
success in satisf ying the needs and
expectat ions of the societ y.
Examples and success stories wer e
presented.
During inter views of stakeholders it
was clearly stated t hat Maarja Küla
has great success in satisf ying the
needs and expectations of the
societ y.
8. The social service provider demonstrates organisat ion’s social
responsibilit y through activities contributing to the societ y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
10
There was clear proof of
organisat ion` s success in
contribution to the societ y.
Local Societ y gets access to usef ul
products and ser vices produced by
the organisation clients (hand craf t );
they also organize diff erent
trainings, events and organise f or
example camps f or children.
Maarja Küla has ver y acti ve
voluntar y work net work - they usually
have 4-5 volunteers per year.
9. The social ser vice provider has a staff recruitment and retention
policy that promot es the selection of qualif ied personnel based on
required knowledge, skills and competences.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Maarja Küla has documented their
Staff Policy. The policy also
consists of principles f or recruitment
and descr ibes the process of
recruitment.
Staff are chosen based on their
competences, skills, knowledge and
previous work exper ience.
Recruitment is based on equal
opportunit ies an d non-discrim inat ion.
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10. The social ser vice provider operat es in compliance wit h m andator y
national legislation, providing appropriate working condit ions,
adequate and agreed staff level and staff ratio, and appropr iate
rewarding f or staff and volunteers.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
In Maarja Küla mandator y national
legislat ions are f ollowed. Policy` s
and documents are based on these
laws.
Staff members are recognised in
many ways- spor ts possibilities
(swimming, joga), staff engagement
days and events, possibilit y to live in
the village (f ree of charge), staff
training days.
Ever y year they r ecognise one of
theri staff member (choosen by t he
clients and staff ) .
Workplace risk assessment system
(ver y comprehensive ) is in place and
reviewed per iodically.
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.
12
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
There is an annual plan f or s taff At the current moment the
training and development in the measurement of trainings
organisat ion. eff ectiveness during development
discussions is ver y brief .
Ever y year af ter staff super vision Organisation should consider to
meetings manager compiles Training evaluate the eff ectiveness of
Plan f or the next per iod. diff erent trainings more
comprehensive (evaluation sheets).
The result and eff ectiveness of the
trainings ar e measured in staff Maarja Küla võiks kaa luda võimalust
super vision meetings (also hinnata töötajat e koolituste sisu ja
document ed) and through special ef ektiivsust põhjalik umalt (koolituse
discussions. They organise specia l analüüs ja mõju). Hetkel tehakse
training day ever y month f or staff seda arenguvestluste käigus väga
members to share their knowledge põgusalt.
and ideas that they have got f rom
their trainings.
12. The social ser vice provider applies requirements f or competence in
the ident if ied roles and f unctions of staff and evaluat es them on
annual basis.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
13
All the specialists in Maarja Küla Staff supervision meetings contain
have job descr ipt ion that consist of also evaluation of the compet ence
requirements and t asks f or working requirements f or staff but f rom the
in that particular position. presented protocols it was too
superf icial. Organisation should
In Personnel Policy is wr itten that consider to evaluate competences of
competences of staff are discussed staff more thoroughly and protocols
and evaluated in regular basis. Once should also cont ain super visors
a year staff supervision meet ings are evaluat ion and proposals.
conducted.
Soovitus on võtta kasutusele
The perf ormance of staff members, põhjalikum töötaja kompetentside
who are direct ly involved in the hindamise süsteem. Praegustest
provision of services to the persons arenguvest luste protokollidest
ser ved are also r eviewed through puudus täielikult juhipoolne hinnang
regular staff meetings. töötaja kompetentsidele ning
arenguvajadustele.
During the inter views was validated
that staff is f amil iar wit h the
requirements f or competences and
also with the evaluat ion pr ocess.
13. The social ser vice provider recognises the staff as a resource f or
f eedback on organisational perf ormance, ser vice development and
staff development
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
14
Involvement of staff members in Maarja Küla should consider
organisat ions planning and developing more systematic way to
monitor ing process is regulat ed by summarise and a nalyse the f eedback
the Personnel Policy and Annual in collective level which makes
Plans. easier to measure the sat isf action
over the years, keep track of the
The management involves the staff developments and changes that are
mostly by regular meet ings. made.
Protocols of these meetings were
presented. Soovitus on muut a põhjalikumaks
tagasiside analüüsim ine, mis
Staff Satisf action Survey is also a võimaldaks teha järeldusi ja võrre lda
way to involve staff. This sur vey is rahulolu aastate lõikes ning
conducted once a year. planeer ida muudatusi (arendusi).
The plan f or training activit ies is
based on f eedback f rom staff .
During the inter views was validated,
that staff is involved in ser vice
development as well as planning
their own development.
14. The social ser vice provider has mechanisms in place to enhance
satisf action and mot ivat ion of staff
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
15
Organisation conducts once a year
Staff Satisf action Survey where t he y
evaluate staff satisf action in diff erent
topics.
Staff members are recognised in
many ways- spor ts possibilities
(swimming, joga), staff engagement
days and events, possibilit y to live in
the village (f ree of charge), staff
training days, nice and health y
working environment , great clients.
Ever y year they recognise one of
their staff member (choosen by t he
clients and staff ) .
15. The social ser vice provider assures the rights of persons ser ved
outlined in a Charter of Rights which is based on the EU Charter of
Fundamental Rights , the European Convention f or the Protection of
Human Rights and Fundamental Freedoms of the Council of Europe
and other internat ional human rights convent ions, especially those
elaborated under the United Nat ions.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
16
Maarja Küla has documented Charter
of Rights and Responsibilit ies.
Charter of Rights and
Responsibilit ies is presented in the
Inf o Stands of the building (f or
ever ybody to see).
Rights and duties are also part of
Clients Contracts and are discussed
bef ore they enter the services.
Charter of Rights and
Responsibilit ies r efers to relevant
international and European
regulations.
During the inter views it was also
validated that staff is aware of the
charter of rights.
16. The social ser vice provider inf orms the person served about
his/her rights and duties especially to equal treatment on g rounds of
age, disabilit y, gender, race, religion or belief and sexual orientat ion
bef ore receiving the ser vices.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
17
Maarja küla inf orms service users
about their rights and duties during
client meet ing s. The rights and
duties f ocus at equal treatment on
grounds of age, disabilit y, gender,
race, religion and sexual orientation.
This inf ormation is given during the
f irst meeting bef ore they start to
receive the ser vices and it is also
included in t he Clie nts Ser vice
Contract.
Clients rights and duties are also
presented in organisations Inf o
stands.
During the inter views with persons
ser ved was validat ed that they are
aware of their rights and dut ies.
17. The social ser vice provider has accessible complaint management
system which registers f eedback on perf ormance f rom persons served,
purchasers and other relevant stakeholders.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
18
There are bot h a documented f orm
and a procedur e f or placing
complaints that is descr ibed in
“Complaints management
Procedure”.
This procedure allows to submit
complaints in written via e-mail or
place it in specia l letterbox in
organisat ions ever y house . There is
certain period f or dealing with
complaints. Also detail pr ocedure
who are responsible to solve certain
complaints
Clients are awar e also of the
possibilit y to submit a com plaint to
other instit utions ( governor, Social
Secur it y Off ice,..).
Stakeholders ar e aware of the right
to submit a claim in case of a need
but ser vice users mostly pr ef er
solving problems thr ough discussion
as they f ind the communicat ion wit h
ser vice provider easier.
18. The social ser vice provider respects t he f undamental right to self -
determination of the person ser ved. They f reely determine their
polit ical status and f reely pursue their econom ic, social and cultural
development.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
19
Right to self - determinat ion is
regulated with Service Pr ovision
Procedures, Charter of Rights and
Responsibilit ies and Code of Ethics.
Right to self -determinat ion is f irst
discussed when client is entering the
ser vic e..
Evaluat ion on self - determination is
carrie d out through Individual Plans
and meetings with clients . Protocols
of the meetings wer e present ed.
19. The social ser vice provider f acilit ates the person served in
choosing and having access to advocat es and/or supporting persons.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
To have access to advocates and/ or
support ing persons are included as
part of the individual planning
process. The needs of support are
detected in individual meetings wit h
the person ser ved.
During individual meetings they also
evaluate how they f acilitate that
persons ser ved get access to these
support ing persons.
20
20. The social ser vice provider def ines and documents its policy on
ethics that respects and assures the dignity of the persons ser ved,
protects them f rom undue r isk and promotes social just ice
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Organisation has Policy of ethical
behaviour (Code of Ethics) which is
guideline on ethics in the
organisat ion ser vice pr ovision.
Protocols of meetings where this
policy was presented and discussed
with staff and volunteers wer e
shown.
Policy of ethical behaviour is also
presented in o rganisations
homepage.
During the Interviews was validated
that specialists ar e awar e of the
Policy and they use these principles
in their work with persons ser ved.
21. The social ser vice provider operates mechanisms which prevent
the physical, mental and f inancial abuse of users.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
21
Organisation has document ed the
policy and procedures to prevent
physical, mental and f inancial abuse
of persons ser ved.
They evaluate the eff ectiveness of
its policy to prevent physical, mental
and f inancial abuse of persons
ser ved t hrough meetings with st aff
and clients.
22. The social ser vice provider provides ser vices in a saf e system of
working within a saf e environment to ensure the physical securit y of
persons ser ved, their f amilies and caretakers.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
22
There exists ver y proper and
comprehensive syst em of ensuring
the saf e environment f or staff and
clients.
There are Guidlines f or how to act in
a crisis situat ion, also Health and
Saf ety statement , Fire Saf ety Guide
and Workplace Risk Assessment
system.
There is also heal ht and saf et y
specialist in dut y whos responsibilit y
is to ensure the saf e and healthy
living and working environment.
Staff members who work with clients
are obligated to have regular health -
control and this is monitored on
regular basis.
23. The social ser vice provider def ines, documents, monitors and
evaluates a set of principles, values and procedur es that gover n
behaviour in ser vice deliver y containing aspects of conf identialit y,
accuracy, privacy and integrit y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
23
Principles of ethical behaviour is
guideline on ethics in the
organisat ion ser vice pr ovision.
These principles were introduced
and discussed with staff members in
meetings.
Principles of ethical behaviour is
also presented in organisat ions Inf o
stands and homepage.
During the Interviews was validated
that specialists ar e awar e of the
document and they use these
principles in their work with persons
ser ved.
24. The social ser vice provider def ines, documents, monitors and
evaluates procedur es f or assuring conf identialit y of data regarding the
persons ser ved and t he ser vice provided t o them.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
24
The procedures f or assuring
conf ident ialit y regar ding the persons
ser ved and the ser vic e pr ovided t o
them are def ined and documented in
their Procedures (Delicate dat a
Procedure, Workplace Internal
Procedures).
During the inter views was validated
that service users are well aware of
their right f or conf identialit y of data.
Policies are r eviewed wit h staff
members and clients regularly.
25. The social ser vice provider def ines the roles and responsibilities,
author ities and the interrelation of all personnel who manage, design,
deliver, support and evaluate the ser vice provision to person served.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif icati on program from the
auditor:
Strengths Improvem ent & developments
The roles and responsibilit ies of
management are def ined in
organisat ions f oundation document.
Roles and responsibilit ies of
specialists who com municate direct ly
with clients are documented in job
descr iptions and service provision
manuals and introduced to clients in
their f irst meeting with the specialist .
25
26. The social ser vice provider works in partnership with other
organisat ions in the provision of services.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
26
Maarja Küla works in partnership
with other organisations in provision
of services. Pr inciples of partnership
are wr itten in organisation`s
Development Strateg y.
Organisation has g ood partnership
with Unemploym ent O ff ice, schools,
local gover nment, employers and
other organisations.
Funding Agency- The Social
Insurance Board, coo-operation is
mostly with local department. They
also have close partnership wit h
Ministry of Social Aff airs in topic of
diff erent projects to support the
clients and develop ser vices.
In partnership wit h
Erihoolekandet eenuste Pakkujate Liit
they work out and develop f unding
models and cont ent of special
welf are services.
Added value of its partnership is
evaluated by f eedback
questionnaires and/or e-
mails/meetings . Protocols of these
meetings were presented.
Interviews with partners gave
certaint y that Maarja Küla evaluates
partnership highly and contributes to
it regular ly.
In 2013 organisat ion was nom inated
as best partner f or Unemployment
Off ice and f rom Handycraf t Union as
the best ha ndicraf t organisat ion.
27
27. The social ser vice provider works in partnership with persons
ser ved, purchasers and other stakeholders in the development of
ser vices.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Partnership with pers ons ser ved in
the development of services is
organized through clients -staff
meetings (called village meetings) .
Protocols of these meetings were
presented.
Partnership with f under (Social
Insurance Board) in that topic is
mainly organised w hile agreements
are negotiated. They also have
continuous partnership with Ministr y
of Social Aff airs in topic of diff erent
projects to develop the ir ser vices.
Partnership wit h local Unemployment
Off ice in the development of services
is mainly organised through ever y -
day work (client -staff meetings) .
Involvement to needs assessment of
persons ser ved is or ganised by client
assessment meeting s.
28
28. The social ser vice provider includes persons ser ved as active
participants in planning and have set up appraisal made up of on-
going of an on-going structured dialogue process in the management
of the service, including the def init ion of the needs, the definition of
the ser vices, as well as of the evaluat ion of qualit y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The policy f or involving persons
ser ved as active participants are
document ed in Annual Plan, Ser vice
Provision Pr ocedures .
The main methods f or including the
persons ser ved are based on the
individual planning process - planning
and evaluating.
During the inter view with persons
ser ved we could be conf irmed that
they are involved in planning and
evaluat ing ser vice deliver y.
29. The social ser vice provider instit utes an annual evaluation of
participation of persons ser ved both on individual and/or group basis.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
29
There are carried out evaluations
both an individual and in group
basis.
Clients f amily members/parent s
f eedback (Satisf action) Sur vey is
carried out to evaluate the level of
satisf action with services and
participation/involvement.
To measure the pe rf ormance and
qualit y of services, there are also
special discussion m eetings f or staff
and clients.
30. The social ser vice provider operates specif ic instruments f or users
to improve their per sonal empowerment and personal situat ion and.
that of their communit y
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
30
Ser vice Provision Procedures and
staff trainings give f ramework f or
empowerment of service users.
Examples of tangible results on
empowerment were presented
through success stories , client
inter views and project reports.
Organisation involves clients as
partners (assistants) to staff
members in diff erent workshops (f or
example craf tsman assistant).
Clients receive agreed salar y f or this
work (contract).
31. The social ser vice provider operates specif ic mechanisms f or
establishing an empower ing environment.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
31
Principles of empowerment are
regulated in Development Strateg y,
Code of Ethics and Staff Policy.
As empowerment in most cases is
something ver y individual then
specif ic measures ar e put in place to
meet all the specif ic needs of service
users. Usually thr ough individual
planning and evaluat ion pr ocess.
The most important way of
empowering clients is to f ind f or
each client appropriate ever yday
work/activit y, so they can f eel
needf ul and experience success.
Staff members are trained to
support the empowerment of service
users.
32. The social ser vice provider selects programmes which are based on
a needs assessment at the location which is most convenient f or the
person ser ved, f amily and care takers
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication p rogram
Strengths Improvem ent & developments
32
Needs of current service users ar e
stated in Individual Plans.
Needs of potent ial persons ser ved
are identif ied through cooperat ion
with f under, Open Day` s Events and
based on analysis of each individual
plan (cont inuit y needs of services).
Maarja Küla off ers its ser vices in the
village and also in Tartu apartment
(supported living).
33. The social ser vice provider off ers programmes consistent with the
identif ied needs of its customers and obj ectives f or the programme.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
33
Funder`s needs are discussed and
agreed while making service
agreements. Ever yday cooperation is
organised mostly with Funders local
department. Cooperation with
Funders head off ice is most ly with e -
mails.
Reaching the object ives and meeting
the needs of the persons ser ved is
conducted with clients individual
plans.
They evaluat e the qualit y of
partnership with client s
(representat ives, family), partner s
and staff ever y year.
Monthly meet ings Protocols (f ield
represenative meetings) and Annual
Plan report s ref lect the results and
benef its of co -operat ion wit h
diff erent stakeholder s.
34. The social ser vice provider operates individual processes that are
driven by the needs of the person ser ved.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
34
Needs of persons ser ved ar e
discussed and ag reed f rom the
moment clients ar e enter ing the
ser vice.
Ser vice users have Individual
Plans (act ion plans and evaluat ions),
ser vice contracts . These plans
contain client´s specif ic goals
(desir ed situat ions, overall goals,
specif ic measur able object ives,
methods).
Clients sign their individual
plan/ser vice contract s .
35. The social ser vice provider documents the planning of services
based on the identif ication of individual needs and expect ations of
persons ser ved in an Individual Plan.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
All ser vice users have an Individual
Plan. Individual plans cont ain the
desired sit uation of the persons
ser ved, goals, measurable
objectives, inter vent ions.
Each Individual Plan is agreed by the
person ser ved or his/her guardian.
36. The social ser vice provider identif ies, documents, and maintains
the key ser vice deliver y pr ocesses to the persons ser ved in line wit h
its vision, mission statement and quality policy.
35
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The key ser vice deliver y pr ocesses
are identif ied and wr itten in Annual
Plan and more specif ic process
descr iptions in Service Provision
Procedures.
Processes are reviewed (internal
audits) on regular basis. External
audits are organised by Social
Insurance Board (the f under).
Integration of mission and qualit y
polic y into the ser vice deliver y is
evident and staff members are w ell
aware of the qualit y principles.
37. The social ser vice provider reviews this deliver y pr ocess and
maintains control over the deliver y of the service.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
36
Maarja küla monitors the
perf ormance of the key ser vice
deliver y processes through internal
audits (regular ly). Meet ing protocols
were this topic was discussed were
presented.
Reports wer e made available f or
auditor.
38. The social ser vice provider ens ur es that the person served can
taccess a cont inuum of services that span f rom early inter vention to
support and respond to changing requirements over time.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS As surance certif ication program
Strengths Improvem ent & developments
Evaluat ion of continuing ser vice
deliver y is carr ied out by revision of
individual plans. Then also
continuit y of services is discussed.
Results are also documented.
Maarja Küla has valid licences and
contracts and supporters net work ,
which ensures cont inuing ser vice to
their clients. As they are commited to
development they also f ind diff erent
f oreign f unds (wr it e projects) f or
f inancing.
39. The social ser vice provider develops a seam less continuum of
ser vices and reduces barr iers in a m ult i -disciplinar y or multi -agency
setting.
37
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
For Maarja Küla identif ying and
f inding barriers is a way to monit or
the seamless continuum of services.
Barriers are reported in annual
reports and SW OT analysis is one
part of their Development Strategy.
As demand f or their services at the
current moment is bigger than they
can off er, Maarja Küla is making
eff ort to f ind the ways to expand
their opportunit ies.
Maarja Küla off ers services by
diff erent Specialist s ensuring that
multidisciplinar y approach could be
applied. In case of a need there is
always opportunity t o cooperate wit h
local schools, municipalit y and
unemployment off ice to make it
possible f or the clients to get all the
ser vices they need .
40. The social ser vice provider operates ser vices f rom a holist ic
approach based on the needs and expectations of the person ser ved
with the aim of improving the qualit y of lif e f or the person ser ved.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
38
Qualit y of Lif e and measures of Clients Individual Plans cont ain
enhancing Qualit y of Lif e of service several object ives and activit ies to
users are integrat ed into person strengthen q ualit y of lif e. The
centred planning. Individual plans measurement (monthly, year ly) is in
activities are measured monthly auditors point of view too general.
(also docum ented) and at the end of
Development proposal is to measure
the year to make necessar y changes.
the eff ectiveness of each act ivit y as
Individual plans are monitored, proper ly as it was planned.
results assessed and reported. Organisation should consider to
implement some developed
methodolog y to plan and measure
the qualit y of lif e.
Praegusel hetkel klientide
individuaalsed tegevusplaanid
sisaldavad väga kenasti ja
põhjalikult eesmärke ja
planeer itavaid sekkumisi (tegevusi)
sh elukvaliteedi tõst mist. Mõõtm ise
pool on jäänud aga märgatav alt
nõrgemaks ja pealiskaudsemaks.
Audiitori soovitus on mõõta tegevusi
(sekkumisi) ja sealt t ulenevalt
eesmärkide saavutamisi planeer itud
eesmärkide ja tegevuste/sekkumiste
järgi. Võimalusel võiks kaaluda mõne
juba väljatöötatud elukvalit eedi
mõõtmise met oodika rakendamist.
41. The social ser vice provider ident if ies the needed compete nces,
skills and support f or staff to enhance the quality of lif e f or person
ser ved.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
39
Strengths Improvem ent & developments
Skills and competencies of staff to Measuring the skills and
enhance qualit y of lif e of persons competences of staff in Staff
ser ved are documented in job Super vision meetings (Development
descr iptions. Competences of staff Discussions) at the current moment
are discussed in r egular (once a is superf icial. Pr otocols should also
year) staff super vision meetings. include managers evaluat ion of
current situation and planned
Training system gives an opportunit y activities/changes if necessar y.
to be mor e skilled and have higher
competences in order to be able to Maarja Küla should also per iodically
support and empower service users. review staff job descriptions and
make relevant changes if nece ssar y.
As staff descriptions contain all the
necessar y skills and competences to
work in specif ic position.
Arenguvest lustel küll ar utatakse
töötaja kompetentse, kuid nende
hindamise pool on pealiskaudne.
Protokollid peaksid sisaldama ka juhi
hinnangut ja vajadusel planeer itavaid
tegevusi/muudatusi.
Kuna töötajate ametijuhendid
sisaldavad kõiki vajalikke teadmisi ja
oskusi töötamaks kindlal amet ikohal,
siis audiitor i soovitus on üle vaadat a
ja vajadusel uuendada ametijuhendid
vähemalt kord aastas.
Arenguvest luste kaudu oleks seda
väga hea teha.
42. The social ser vice provider identif ies its business results and
provides f ormal periodic and independent review and pr ocedures to
achieve the targeted results.
40
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Maarja Küla has Annual Plan where
they set the years objectives and
activities and Developm ent Strateg y
f or longer period (6 year per iod) .
They measure their perf ormances
against business objectives once a
year and compile special report. This
report is made available f or all
stakeholders- discussed in staff and
clients meetings and is also
available in webpage.
External audits are carried out t o
measure the perf o rmance and result s
(by Funders, Labour Inspectorate,
Environmental Inspectorate,
Veterinar y and Food Board) .
43. The social ser vice provider identif ies and registers the outcomes
and benef its f or per son ser ved of the receive ser vices on individual
and collect ive basis.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
41
W ithin individual planning process Clients Individual Plans cont ain
each individual’s outcomes and several object ives and activit ies to
benef its are measur ed. strengthen qualit y of lif e.
Development proposal is to measure
The achieved result s and benef its of
the eff ectiveness of each act ivit y as
the received ser vices on collective
basis are also measured proper ly as it was planned (same
(satisf action sur veys, year ly proposal as no 40) .
statistical reports) and documented . Annual Plan is also a good way to
show the outcomes and benef its in
collect ive level.
Praegusel hetkel klient ide
individuaalsed tegevusplaanid
sisaldavad väga kenasti ja
põhjalikult eesmärke ja
planeer itavaid sekkumisi (tegevusi).
Mõõtm ise pool on jäänud aga
märgatavalt nõrgemaks ja
pealiskaudsemaks. Audiitori soovitus
on mõõta tegevusi (sekkumisi) ja
sealt tulenevalt eesmärkide
saavutam isi planeer itud eesmärkide
ja tegevuste/sekkum iste järgi.
Tulemused ja kasutegurid
kollektiivsel tasandil võiksid olla
kajastatud ka aastastes aruannetes.
44. The social ser vice provider evaluates its business results in or der
to determine best value f or purchasers and f unders ( ‘best value’ can
also be expressed in relation to the increased qualit y of lif e off ered to
the person being served).
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
42
Strengths Improvem ent & developments
Ser vice agreement with the f under is
discussed and evaluated annually.
There were also pr oof of Services
(f inancial) reports t hat are regular ly
presented to Funder s.
Unemployment Off ice stated that
Maarja Küla`s specialists have
educat ed and increased their
specialists competences in relat ion
to service provision to clients with
intellectual disabilit y.
Clients Individual plans with
objectives and benef its are regularly
evaluated which ensures that added
value of the service s f or quality of
lif e is monitored.
45. The social ser vice provider evaluates the individual and collect ive
satisf action of persons ser ved and other stakeholders by internal
and/or exter nal evaluation.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
43
To collect f eedback and measure the Maarja Küla should consider
satisf action of persons ser ved, developing more systematic way to
f unding bodies and co -partners is summarise and analyse the f eedback
one part of annual plans targets. of diff erent stakeholders in collective
level which makes easier to measure
Satisf action of per sons ser ved is the sat isf action over the years and
carried out once a year (through also keep track of the development s
parents/supporters) . There are and changes that ar e made.
special f eedback f orms organised f or
that matter. Soovitus on muut a põhjalikumaks
tagasiside kokkuvõtmine ja
Clients can give f eedback relat ion to analüüsim ine, mis võimaldaks teha
satsif action ever y week in village järeldusi ja võrrelda rahulolu aast ate
meetings or in p r ivate meetings with lõikes ning planeerida muudatusi
specialists. (arendusi).
Satisf action Sur vey of external
partners (f unders, co -partners) is
carried out once a year and also
document ed.
46. The social service provider provides accessible and easily
understandable records on outcome, including personal perception
and achievements
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
44
All the relevant reports - annual plan
reports, statistical documents,
satisf action sur vey`s are available in
organisat ions webpage and on site .
The content of these documents ar e
discussed in regular client and staff
meetings.
The documents m entioned above
contain also personal percept ions
and achievements.
47. The social service pr ovider act ively disseminates organisat ion
perf ormance among its staff , service users and external st akeholders.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Annual reports wit h annual results,
achievements and personal
percept ions is pr ovided to diff erent
stakeholders.
Results are discussed in meetings
with staff and individual
achievements and percept ions of
ser vice users are discussed on
individual bases.
Results in collecti ve level ar e
discussed in special clients and staff
meetings. All relevant protocols of
mention ed meetings were presented
and inter views conf irmed their
occurrence.
45
48. The social ser vice provider has a st andard procedur e f or continuous
improvement on the basis of an improvement cycle.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Cont inuous improvement process is
document ed in Annual Plan.
Organisation compiles action plan f or
one year (Based on Development
Strategy), perf ormance indicator s
are measured at the end of the year.
There exists a PDCA cycle in annual
planning and it`s reviewing process.
Qualit y improvement projects were
document ed.
49 The social ser vice provider identif ies perf ormance indicators f or
measuring the result s of the improvement actions.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
46
Maarja Küla has perf ormance Auditors proposal is to demonstrate
indicators f or measuring the result s all the current years improvement
of all their improvement projects. projects and their
Improvem ent projects objectives ar e objectives/indicators and results also
def ined and results measured. in Annual Plan.
Some improvement projects are Ettepanek on Maarj a Külale panna
discussed dur ing the yearly revision kirja parendusprojektide
meetings and also documented. eesmärgid/ indikaator id ja mõõta
tulemusi süsteemsemalt. Praegusel
hetkel oli käimas küll mitmeid
projekte, kuid aastases
tegevusplaanis need kõik ei
kajastunud.
50. The ser vice pr ovider introduces and manages innovative ways of
working that have been ident if ied based on the needs of stakeholders.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
47
Maarja Küla manages innovative
ways of working that have been
identif ied based on the needs of
stakeholders. For example they
launch several pr ojects f inanced
f rom f oreign f unds to develop their
ser vices and f ind ways to use
innovat ion in their work wit h clients.
One example f or innovative approach
f or them is to suppor t their clients so
that they can became assistants f or
staff members (in workshops, f or
example craf tsman assistant).
They also develop their products
(handcraf t), to sell f or companys, in
local shops and web -shop.
For staff and volunteers t hey
launched special Mentor Program to
support their staff and volunt eers in
ever yday work and lif e.
Innovat ion projects are recorded and
also introduced to ext ernal
stakeholders (homepage).
48
4. Agreed additional development / improvement s
Target Acti vities Date
Methods of a. Development of Methodolog y ; 01.11.2014
augmentative and b. Introduction of Methodology to 31.12.2014
alternative staff and clients;
communication c. Staff trainings ; 01.04.2015
are synchr onized d. Launching the Methodology ; 01.05.2015
over the ser vices e. Aanalysis and evaluation . 31.12.2015
Launch temporar y a. Ident yf ying the need f or the 31.12.2014
care ser vice ser vice;
b. Identif ying the possibilit ies in 01.04.2015
the village now and in the
f uture;
c. Planning,
exper iment ing/testing and 31.10.2015
analysing dif f erent opitons of
the ser vice;
d. Launching the ser vice . 1.01.2016
Clients in the a. Discussing the idea with 31.01.2015
f amily houses are relevant stakeholder s;
spreaded b. Preparat ion of Action Plan; 01.03.2015
proport ionally c. Analysing Clients Individual 01.09.2015
Plans, involving staff,
analysing action plan and
making changes ;
d. Inf orming clients, pr eparator y 01.02.2016
work with clients;
e. Implementat ion. 30.11.2016
49
Eesmärk Tegevused Tähtaeg
Alternatiivkommun f . Metoodika väljatööt amine; 01.11.2014
i-katsiooni g. Metoodika tut vustus küla
meetodid on 31.12.2014
elanikele ja tööpere liikmetele;
ühtlustatud
teenusteüleselt. h. Metoodika-alane koolit us
tööpere liikmetele; 01.04.2015
i. Ühtlustatud metoodika
kasutuselevõtmine
01.05.2015
teenusteüleselt
j. Teenuse käivitamise analüüs
ja hinnangu andmine 31.12.2015
Ajutise hoolduse e. vaj aduse väljaselgitamine 31.12.2014
teenuse teenuse järele;
pakkumine on
f . võimalust e kaardistamine
käivitunud. 01.04.2015
külas hetkel ja
tulevikuperspektiivis;
g. erinevate teenuse variant ide 31.10.2015
väljatöötamine ja katsetamine,
nende analüüsimine ja
hindamine;
h. ajutise hooldise teenuse 01.01.2016
pakkumise käivitam ine
Majade f . Majade elanike 31.01.2015
elanikk ond on proportsionaalse jaotamise
jaotunud
idee pidev ar utelu, otsuse
proportsionaalselt
. vorm istamine;
g. Tegevuskava koostamine 01.03.2015
h. Elanike tegevusplaanide 01.09.2015
ülevaatam ine, töötaj ate pidev
inf ormeerimine tegevusplaani
osas, idee
analüüsim ine, vaj alik e
muudatuste tegemine
tegevusplaani;
50
i. Elanike inf ormeerimine 01.02.2016
muudatustest, eeltöö
elanikega
j. Majade koosseisu jaotamine
proportsionaalselt 30.11.2016
51
5. Closing remarks
Maarja Village was f ounded in 2001 in south Estonia, Põlvam aa to off er
home, diff erent act ivities and work for young people with intellectual
disabilit y.
Maarja Village is s urrounded by f orest, near Ahja r iver and Kiidjär ve lake.
The village has 5 dif f erent f amily houses, a workshop building and a
vegetable and f ruit garden. Today Maarja village of f ers a home, work and
dif f erent activit ies t o 36 young people with t he support of assistants and
teachers living and working togethe r wit h them.
Besides living in communit y ser vice, they also off er rehabilit ation ser vices,
supported employment service, supported living service and t went y -f our
hours special care service. In cooperation with Räpina School of Holticulutre
they can off er also educat ion f or their clients.
In addition to gover nment f inancing Maarja Village has created supporters
net work to maintain their sustainabilit y . Maarja Village has used many
f oreign f unds to develop their ser vices and f ind innovat ive ways to promote
clients qualit y of life. There are also two shops, in Tartu and in Põlva and
web-shop, where they sell clients work (handcraf t, ceramics, woodwork).
They have also 4 -5 volunteers all over the wor ld living and working with them
ever y year.
Ever y year they o rganise dif f erent events to involve their clients, local
residents, volunt eers , supporters and organisations to var ious activities .
Due to organisat ions multiple se vices t hey are able to wor k with mot ivated
staff and be sustainable in Estonian changeable and uncertain f inancing
system. They have been able to maintain neccessar y jobs even in t he t ime of
crisis with help of parents(supporters), f oreign f unds , innovative ser vices
and supproters.
52
Organisation adm its that keeping and also f inding necessary and mot ivated
staff as well as f inding recources to ensure adequate development of the
Village is their pr ior ity and concern.
The scope of audit was living in community ser vice, rehabilit ation s er vices,
supported employment service, supported living service and t went y -f our
hours special care service.
Audit lasted 2 day s. As the r ef er ences in the applicat ion f orm w ere in many
cases inadequate t hen there was litt le diff icult ies to f ind the right proof
(document) f or the certain indicator . But as the staf f members wer e ver y
helpf ul then with some help and t ime the right proof was always f ound.
All the inter views took place in time. Interviews wit h st aff gave great
conf ident of commitment and moti vation towards their work. Interviews wit h
partners gave over view organisations great contribution and commitment
towards cooperat ion. Meet ing with client s showed satisf action with ser vices,
people and environment. Atmosphere in the organisat ion was ver y n ice and
f riendly.
The criter ia f or development and improvem ent f rom the auditors point of
view, based on 2 -days audit are the f ollowing:
Criter ia 3: Maarja Küla should consider developing more systematic way to
summarise and analyse the f eedback of diff ere nt stakeholders in collective
level which makes easier to measure the satisf action over the years and also
keep track of the developments and changes that are made.
Criter ia 11: At the current moment the measurement of trainings
eff ectiveness dur ing develo pment discussions is ver y brief. Organisation
should consider to evaluate the eff ectiveness of diff erent trainings more
comprehensive (evaluation sheets).
Criter ia 12: St aff super vision meetings contain also evaluat ion of the
competence requirements f or st aff but from the presented protocols it was
too superf icial. Organisat ion should consider to evaluate competences of
staff more thoroughly and protocols should also cont ain super visor s
evaluat ion and proposals.
53
Criter ia 13: Maarja Küla should consider de veloping more systemat ic way to
summarise and analyse the f eedback in collect ive level which makes easier
to measure the satisf action over the years, keep track of the developments
and changes that ar e made.
Criteria 40: Clients Individual Plans contain several object ives and activit ies to
strengthen qualit y of lif e. Development pr oposal is to measur e the
eff ectiveness of each activit y as pr oper ly as it was planned. Organisation
should consider to implement some developed methodolog y to plan and
measure the qualit y of lif e.
Criter ia 41: Measuring the skills and competences of staff in Staff
Super vision meet ings (Development Discussions) at the cur rent moment is
superf icial. Protocols should also include managers evaluation of current
situat ion and planned activities/changes if necessar y.
Maarja Küla should also periodically review staff job descriptions and make
relevant changes if necessar y. As staff descript ions contain all the necessar y
skills and competences to work i n specif ic posit ion.
Criteria 43: Clients Individual Plans contain several object ives and activit ies to
strengthen qualit y of lif e. Development pr oposal is to measur e the
eff ectiveness of each activit y as pr oper ly as it was planned.
Annual Plan is also a good way to show the o utcomes and benef its in
collect ive level.
Criter ia 45: Maarja Küla should consider developing more systemat ic way to
summarise and analyse the f eedback of diff erent stakeholders in collective
level which makes easier to measure the s atisf action over the years and also
keep track of the developments and changes that are made.
Criter ia 49: Auditor s proposal is to demonstrate all the current years
improvement projects and their objectives/indicators and results also in
Annual Plan.
.
.
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Maarja Küla in t he scope of this audit f ully meet the criter ia of EQUASS
Assurance. Evidence given and int er views carried out were suff icient to
prove the compliance to EQUASS pr inciples.
Arendusett epanekud, mis põhinevad 2 - päevasel auditil on järgmised:
Kriteer ium 3: Audiit ori soovitus on muuta põhjalikumaks tagasiside
kokkuvõtmine ja analüüsimine, mis võimaldaks teha järeldusi ja võrr elda
rahulolu aast ate lõikes ning planeerida muudatusi (arendusi).
Kriteer ium 11: Maarja Küla võiks kaaluda v õimalust hinnata töötajate
koolituste sisu ja ef ektiivsust põhjalikumalt (koolituse analüüs ja mõju).
Hetkel tehakse seda arenguvest luste käig us väga põgusalt.
Kriteer ium 12: Audiitori soovitus on võtta kasutusele põhjalikum töötaja
kompetentside hindamise süst eem . Praegustest arenguvest luste
protokollidest puudus täielikult juhipoolne hinnang töötaja kompetentsidele
ning arenguvajadust ele
Kriteer ium 13: Audiitori soovitus on muuta põhjalikumaks tagasiside
analüüsim ine, mis võimaldaks teha järeldusi ja võrr elda r ahulolu aastate
lõikes ning planeerida muudat usi (ar endusi).
Kriteer ium 40: Praegusel hetkel klientide individuaalsed tegevusplaanid
sisaldavad väga kenasti ja põhjalikult eesmärke ja planeer itavaid sekkumisi
(tegevusi) sh elukvaliteedi tõstmist . Mõõtm ise pool on jäänud aga
märgatavalt nõrgemaks ja pealiskaudsemaks. Audiitori soovitus on mõõta
tegevusi (sekkumisi) ja sealt tulenevalt eesmärkide saavutamisi planeer itud
eesmärkide ja tegevuste/sekkumiste järgi. Võimalusel võiks kaaluda mõne
juba välj atöötatud elukvalit eedi mõõtmise metoodika rakendamist
Kriteer ium 41: Arenguvest lustel küll ar utatakse töötaja kompetentse, kuid
nende hindam ise pool on pealiskaudne. Protokollid peaksid sisaldama ka
juhi hinnangut ja vajadusel planeer itavaid tegevusi/muud atusi.
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Kuna töötajate amet ijuhendid sisaldavad kõiki vajalikke teadmisi ja oskusi
töötamaks kindlal ametikohal, siis audiit ori soovitus on üle vaadata ja
vaj adusel uuendada ametijuhendid vähemalt kord aastas. Ar enguvestluste
kaudu oleks seda väga hea teha.
Kriteer ium 43: Praegusel hetkel klientide individuaalsed tegevusplaanid
sisaldavad väga kenasti ja põhjalikult eesmärke ja planeer itavaid sekkumisi
(tegevusi). Mõõtmise pool on jäänud aga märgatavalt nõrgemaks ja
pealiskaudsemaks. Audiitori soovitus on mõ õta tegevusi (sekkumisi) ja sealt
tulenevalt eesmärkide saavutam isi planeeritud eesmärkide ja
tegevust e/sekkumiste järgi.
Tulemused ja kasutegurid kollektiivsel tasandil võiksid olla kajastatud ka
aastastes aruannetes .
Kriteer ium 45: Soovitus on muuta põh jalikumaks tagasiside kokkuvõtmine ja
analüüsim ine, mis võimaldaks teha järeldusi ja võrrelda rahulolu aastate
lõikes ning planeerida muudat usi (ar endusi).
Kriteer ium 49: Ettepanek on Maarja Külale panna kirja parendusprojektide
eesmärgid/ indikaator id ja mõõta tulemusi süsteemsemalt. Pr aegusel hetkel
oli käimas küll mitm eid projekte, kuid aastases t egevusplaanis need kõik ei
kajastunud.
Auditi vaatluse all olnud teenuste osas vastab Maarja Küla täielikult Equass
Assurance kriteeriumitele, vaadeldud dokumendid ja int ervjuud andsid
kinnitust vastavusest Equass Assur ance põhimõtet ele.
Tallinn 4.09.2014
Epp Sillaste
56
Maarika Aro
Saatja: Keiu Talve
Saatmisaeg: 25. september 2014. a. 10:43
Adressaat: Huko Laanoja; Epp Sillaste;
[email protected]
Koopia: Maarika Aro
Teema: FW: Audit report no EST2014-003
Manused: EQ-ASS_AUD_Audit Report-Maarja Küla2.docx; EQUASS taotlusvorm maarja
küla2.xlsx
Tähtsus: Kõrge
Tere Huko ja Maarja k üla pere,
Mul on rõõm teatada, et SA Maarja k üla tee nuse d on hinnat ud vastavaks EQUASS Assurance
põhimõtetega ja seega on teile antud EQUASS Assurance sert ifik aat.
Sertifikaadi saadab te ile Marie Dubost Brüsselist koos EQUASS logo kasutamise juhistega.
Sertifikaat ke htib 2 aastat, misjärel on uuest i tarvis läbida lõppaudit, kui soovite, et
sertifikaadi keht ivus k estaks.
Olete endiselt oodat ud osalema kõikidele EQUASS kohaliku esinduse poolt korraldatud teenuste
kvaliteedi teemaliste le koolitustele, seminaridele ja k üsimuste ko rral võtke meiega julgelt
ühendust!
Lisast le iate auditi raporti ning auditi t aotluse koos audiitori märgetega. K ui auditi raportis
jääb midagi se gaseks- palun võtke ühendust minu ja ka audiitoriga.
Kõikide sert ifit seerit ud asutuste nimed avaldatakse www.e quass.be ja www.e quass.ee
veebilehte del.
Soovin edu ja jaksu ja järejepidev ust järkuval kvalitee dinõ uete rak endamise l!
Tervituste ga vihmase st Tallinnast,
Keiu
EQUASS Eesti
Astangu KRK
Tel: +372 5682 9104
www.equass.ee
www.astangu.ee
From: Guus van Beek [mailto:
[email protected]]
Sent: Thursday, September 25, 2014 10:00 AM
To: Keiu Talve
Cc: Marie Dubost
Subject: Re: Audit report no EST2014-003
Importance: High
Dear Keiu,
1
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 S A M a a r j a K ü l a (Reference number EST2014-003) a n d I
c o n c l u d e t h a t t h e s e r v i 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 me 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 AS S
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 S A M a a r j a K ü l a (Reference number EST2014-
003) 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 S A M a a r j a K ü l a (R e f e r e n c e n u m b e r
E S T2 0 1 4 - 0 0 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 S A M a a r j a K ü l a (R e f e r e n c e n u m b e r E S T 2 0 1 4 - 0 0 3 ) .
Kind regards,
Guus van Beek
European Quality in Social Services (EQUASS)
c/o EPR, 15, Rue de Spa , B-1000 Brussels
Belgium
Phone: +31653770121
Email:
[email protected] / website: www.equass.be
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