EQUASS ASSURANCE
AUDIT REPORT
Site visit: 16.06.2014
Erivajadustega Inimeste Toetusühing Tugiliisu
Mar iliis Männik -Sepp
© 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 pr ovider
Name of the social Erivajadustega Inim este Toetusühing Tugiliisu
service provider (EIT Tugiliisu)
Address: Maleva 16, Tallinn
Post box: N/A
Person responsible Agne Raudmees, manager
(CEO):
Contact person: Agne Raudmees, manager
Phone: 6605067
Fax: N/A
E-mail: tugiliisu@vaimukad. ee
Web site: www. vaimukad.ee, www.tugiliisu.ee
Name of Auditor: Mar iliis Männik -Sepp
Dates of audit: 16.06.2014
Clients: Number of person served: 70
As of (date): 15.11 .2013
Staff: Number of Full time staff : 16
Number of Part time staff : N/A
Number of Contracted staff : 3
Number of volunt eer s: 1
Services: 1. Assistance in everyday lif e
2. Supported work
3. Supported living
2
2. Audit program
16.06.2014 Day 1
Time Acti vit y
9.30-9.45 Opening meeting
9.45-11. 00 Documentation review, up -dat ing f iles , int erview with
manager and ser vice coordinaat or
11.00- 11.15 Closing meeting
3. Detailed feedback on performance
1. The social servi ce provider defines documents and implements its
visi on and mission values on servi ce 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
The mission, vision and values of
Tugiliisu are documented in the
handbook of the organization.
It was demonstrat ed through the
inter views that the employees are
well aware of the organization’s
mission, vision and values.
2. The social servi ce provider defines, documents, and implements its
qualit y policy by determining long term qualit y goals, and its
commitment to continuous 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
3
Strengths Improvem ent & developments
The qualit y policy or main values and
qualit y goals are described in the
handbook of the organization.
It appeared f rom the inter views that
the staff is well inf ormed of the
qualit y pr inciples.
The long term goals of the
organizat ion used t o be expressed
ver y generally, but wer e amended
after the f irst audit. A SW OT analysis
was conducted and the long-term
goals of Tugiliisu were written down.
3. Persons served, famil y members and servi ce user organisations are
able to give feedback on their individual and collecti ve experience of
programmes and 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
Person ser ved, f amilies and ser vice
user organizations have the
opportunit y to give f eedback through
client inter views (once a year), also
through Facebook and guestbook.
There are also meetings organized in
Tugiliisu.
A policy f or handling complaints,
compliments and suggestions has
been developed. Twice a year the
manager conducts phone inter views
4
with persons ser ved (and/or their
f amilies) in order to gain f eedback.
Asking f eedback was not done
always on regular basis bef ore the
f irst audit. Tugiliisu has developed
ways to receive regular f eedback by
using wr itten questionnaires, regular
meetings with stakeholders
(partners, f inancing bodies, similar
organizat ions etc). This procedur e is
descr ibed in the handbook of the
organizat ion.
4. The social service provider i nforms all stakeholders about the
offered programmes and services avai lable.
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.
During the previous audit this EQUASS criteria was not f ulf illed.
Strengths Improvem ent & developments
Tugiliisu has inf ormed its
stakeholders about ser vices off ered.
This is done by using internet,
organizing meeting s, taking activel y
part in the work of the prof essional
associat ion. This was also ver if ied
implemented through inter views.
Inf ormation about services is
available on the homepage of
Tugiliisu and on its Facebook
account. There are also brochur es
available.
The processes and procedures
5
concerning Tugiliisu’s ser vices , that
were lacking during the previous
audit, have been developed.
The home page www.tugiliisu.ee
used t o be under construction, but by
now it is inf ormative and better
organized.
5. The social service provider management establishes and
documents an annual planning and review process .
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 review
process, t hat had a lot of room f or
development dur ing the previous
audit, has been improved and has
become much more systemat ic and
associated document. It is available
to all of the staff.
The annual plan f or Tugiliisu has
been compiled, which includes also
the action plan f or 2014.
The f ormat of the plan has been
improved and is now well-structur ed.
6
6. The plan includes:
annual outcomes / targets
the acti vities to be undertaken in achieving the annual targets
monitoring of the performance of the organization in meeting its
annual targets
time-scales and procedures for revi ew and revi sion.
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.
During the previous audit this EQUASS criteria was not f ulf illed.
Strengths Improvem ent & developments
During the previous audit, the annual
plan was not ver y inf ormative and
detailed. The objectives were no
always SMART. The goals descr ibed
in the text part of the annual plan
and in the act ion plan ( which was in
table f ormat) did not correspond to
each other entirely and they wer e
presented in random order, not
grouped by any goal or sub -
objective.
The expected results were not
always tang ible or measurable and
indicators were developed only f or
some of the goals/measures.
During the present audit, it was
discovered that t he annual planning
process of Tugiliisu has a cyclic
character. The annual act ion plan f or
2014 was detailed and inf ormative, it
included SMART objectives.
The annual plan is approved by the
manager of Tugiliisu.
7
7. The social servi ce provider demonstrates organization’s success
in satisf ying the needs and expectations 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
Strengths Improvem ent & developments
Feedback f rom staff , client s and
stakeholders is collected, as ver if ied
through inter views. Also the minutes
of meetings of Tugiliisu and
summaries of var ious events, that
they have organized, have proved
that the needs and expectat ions of
the societ y are being sat isf ied.
The results of activities in meeting
the needs and expectations of the
societ y were summarized in the
annual act ivit y report (f or 2013) of
Tugiliisu.
8. The social service provider demonstrates organisati on’s social
responsibilit y t hrough acti vities contri buting 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
Tugiliisu has contributed to the
societ y. It is devoted to the
development and improvement of
ser vices meant f or mentally disabled
people.
8
Tugiliisu has been active in inf orming
the societ y about the problems and
developments in the services f or the
mentally disabled people. Also it has
been active in def ending the rights of
mentally disabled people.
Tugiliisu takes part in the activities
of Estonian Mentally Disabled People
Support Organization.
Tugiliisu also issued magazine called
“Vaimukad” ( “The W itts” in English) .
Besides, Tugiliisu uses
questionnaires/ sur veys to receive
f eedback f rom stakeholders.
9. The social servi ce provider has a staff recruitment and retention
policy that promot es the selection of qualified personnel based on
required know ledge, skills and compet ences.
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
Tugiliisu has developed its s taff The principles of equalit y and non -
policy. All employees have job discr imination should be better
descr iptions, which include required pointed out in the staff policy.
knowledge, skills and competences.
Võrdsuse ja diskrimine er imise
It appeared f rom the inter views wit h vastasuse poliit ika peaks olema
the personnel that they are awar e of selgemini kirjeldatud
their roles, rights and dut ies. It also personalipoliitikas.
came out that the employees are
motivated, like their jobs and are
devoted to delivering qualit y ser vice.
9
10. The social service provider operates in compli ance w ith
mandator y national legislation , providing appropriate w orking
conditions, adequate and agreed staff level and staff ratio, and
appropriate rew arding for staff and vol unteers.
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 staff documentation meets legal
requirements and is reviewed to do
this. Staff level is kept at optimum
and this is reviewed annually.
The principles f or showing
recognit ion to employees are
descr ibed in staff recognition policy.
Award trips and trainings are an
example of showing recognition.
From 2013 onwards also best
employees of the year are elected.
11. The social service provider trains all staff based on a plan for
leaning and development and evaluates the effecti veness of the
training.
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
Employees’ training policy has been Drawing up annual training plan
drawn up. Annual training plan is should be descr ibed in the staff
f ormulated based on the needs of the policy.
employees and expectat ions of
The process of gaining f eedback
10
Tugiliisu. after trainings and the evaluation
scale of trainings should be
Staff is trained on needs bases and descr ibed in the staff policy.
all the inter viewed employees Prepar ing a sum mar y of the training
showed satisf action concerning the (including its eff iciency in verbal
trainings received. expression) would be a good idea.
Training needs are discussed during Koolituskava koostamise pr otsessi
annual staff evaluations. Feed back tuleks kirjeldada koolit us poliit ikas.
f rom passed training is collected .
Koolituste järgselt tagasiside
kogumine ja koolit uste hindamise
skaala tuleks lahti selgitada
koolituspoliit ikas. Koolitusest
kokkuvõtte (sh verbaalne väljendus
ef ektiivsuse kohta) koostamine oleks
hea idee.
12. The social servi ce provi der applies requirements for competence
in the identified roles and functions of staff and evaluates 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
11
The competence r equirements f or
employees are described in their job
descr iptions.
Annual staff evaluat ions are carried
out, as descr ibed in the staff policy,
where the before mentioned
requirements are assessed.
The process f or carrying out i nternal
control procedures has been
document ed. Internal controls are
now regular ly being carried out and
def iciencies removed.
Internal control procedures are also
used to review the perf ormance of
staff members, who are direct ly
involved in ser vice deliver y.
13. The social servi ce provi der recognizes the staff as a resource for
feedback on organizational perf ormance, service development and
staff development
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUA SS Assurance certif ication program
Strengths Improvem ent & developments
Tugiliisu recognizes staff as a usef ul Employees’ partici pation (gaining
tool f or gaining inf ormation. Staff f eedback and using it concerning the
meetings are organized regular ly, planning and evaluation of services)
where important questions ar e should be more clearly descr ibed in
discussed and f eedback f rom staff is the handbook of the organizat ion .
received. Minutes of meetings are
prepared. Also, the f eedback gained, should be
document ed more pr ecisely.
Töötajate kaasamist (tagasiside
12
saamine ja kasutamine teenuste
planeer imise ja hindamise osas)
tuleks selgemalt kir jeldada asutuse
käsiraamatus.
Samuti t uleks saadud tagasisidet
täpsemalt dokumenteerida.
14. The social service provi der has mechanisms in place to enhance
satisfaction and motivation 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
Annual employees’ evaluat ions are
used to gain f eedback on satisf action
and motivation.
The results of evaluat ions are
document ed. Also, recognit ion policy
f or staff has been developed.
Best employees have been given
awards. Interviews with staff proved
high motivat ion and satisf action of
staff .
15. The social servi ce provi der assures the rights of persons served
outlined in a Chart er of Rights w hich is based on the EU Charter of
Fundamental Rights , the European Convention for the Protection of
Human Rights and Fundamental Freedoms of the Council of Europe
and other int ernati onal human ri ghts conventions, especiall y those
elaborat ed under the United Nations.
Remark from the auditor: The ser vices of the s ocial ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
13
Strengths Improvem ent & developments
Tugiilisu has developed the rights
and duties of persons ser ved, which
conf orm to international human
rights convent ions.
They are introduced to the persons
ser ved by staff . The rights of persons
are part of the contract signed wit h
the persons ser ved.
The rights and duties are also
introduced dur ing meetings of staff
and meet ings wit h clients.
The staff and clients demonstra ted
their knowledge of their rights and
duties through the interviews.
16. The soci al service provider informs the person served about
his/her rights and duties especiall y to equal treatment on grounds of
age, disabilit y, gender, race, religion or belief and sexual orientation
before recei ving the 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
14
The rights and duties of persons
ser ved are introduced to the persons
ser ved by the activit y super visors of
Tugiliisu.
Clients sign the documentat ion
concerning their rights and duties
(service contract).
The staff and persons ser ved
demonstrated their k nowledge of the
rights and duties through the
inter views.
17. The social service provider has accessibl e complai nt
management s ystem w hich registers feedback on performance from
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
Tugiliisu has developed a policy f or In order to make the system better
handling complaints, praises and accessible and transparent, it would
proposals. be advisable to add inf ormation
about making proposals and
If was verif ied during the interviews complaining on the organizat ion ’s
that the persons served were awar e web page.
of the ways of making proposals and
complaining. Süsteem i kättesaadavamaks ja
läbipaist vamaks muutmiseks on
soovitatav lisada inf ormatsioon
kaebuste ja ettepanekute kohta
asutuse kodulehele.
15
18. The social service provider respects the fundamental right to
self-determination of the person served. They freel y det ermine their
political status and freel y pursue their economic, soci al and cultural
development.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUAS S Assurance certif ication program
Strengths Improvem ent & developments
It is described in the ethical Tugiliisu should am end its policies
principles of Tugiliisu that staff with the description, how its
should respect the fundamental right perf ormance in respecting the right
to self -determinat ion of the persons to self -determination of the person
ser ved. ser ved is evaluated with the persons
ser ved. Also, how the results of the
Also the rights and duties of persons evaluat ion ar e documented.
ser ved include this principle.
Tugiliisu peaks täiendama om a
It became evident through the kordasid kirjeldusega, kuidas koos
inter views that the staff was aware of teenuse saajatega hinnatakse
this issue and the persons ser ved Tugiliisu käitumist teenuse saajat e
were handled wit h respect. enesemääramisest lugupidamise
osas. Samuti, k uidas vastava
Tugiliisu evaluates its perf ormance
hindamise tulemused
in respect ing the right to self -
dokumenteeritakse.
determination of the person ser ved
during its meetings .
19. The social service provi der facilitates the person served in
choosing and having access to advocates 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
16
Person ser ved are inf ormed about Tugiliisu could do better in
the right to receive inf ormation evaluat ion of its perf ormance in the
concerning advocates and/or f acilitat ion of choosing/ accessing to
support ing persons by the staff of advocates/ supporting persons. This
Tugiliisu. activit y should be described in
This was proved through inter views Tugiliisu’s policies. Also inf ormation,
with clients and staff. how the results of the evaluation are
document ed.
Tugiliisu saaks parendada oma
tegevust iga-aastases hindamises,
kuidas on abistatud teenuse saajaid
leidmaks eestkostja ja/või tugiisik.
Seda tegevust tuleks kirjeldada
asutuse poliitikates. Samuti inf ot,
kuidas vastava hindamise tulemused
dokumenteeritakse.
20. The social service provi der defines and documents its policy on
ethics that respects and assures the dignit y of the persons served,
protects them from undue risk and promotes soci al justice
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 ethical pr inciples of Tugiliisu ar e
document ed and include respect ing
and assur ing the dignit y of the
persons ser ved.
These principles have been
introduced to employees , which was
ver if ied through the interviews.
17
21. The social service provider operat es mechanisms w hich prevent
the physi cal, mental and financial 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
The ethical pr inciples of Tugiliisu Tugiliisu could do better in
include its ways to prevent the evaluat ion of its perf ormance in
physical, mental and f inancial abuse prevent ing the physical, mental and
of service users. f inancial abuse of service users.
Tugiliisu evaluat es its related This activit y should be described in
perf ormance during meetings. Tugiliisu’s policies . Also inf ormation,
how the results of the evaluation are
document ed.
Tugiliisu saaks parendada oma
tegevust iga-aastases hindamises,
kui ef ektiivne ollakse oma teg evuses
teenuse saajate f üüsilise, vaimse j a
majandusliku ärakasutamise
ennetamisel.
Nimetatud tegevus tuleks kirjeldada
asutuse poliitikates. Samuti inf o,
kuidas hindamise tulemusi
dokumenteeritakse.
22. The social servi ce provi der provides services in a safe system of
w orking w ithin a safe environment to ensure the physical securit y of
persons served, their families 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
18
Working conditions are evaluated It would be advisable to do thorough
(risk assessment) and necessar y risk analysis on regular basis and t o
amendments are made. descr ibe necessar y amendments in
action plans of the organizat ion also
The measures and activities f or in f uture.
ensur ing saf e system of working and
saf e environment are described in Põhjalikke r iskianalüüse tuleks teha
Tugiliisu’s manual f or saf e working . teatava regulaar susega ning
analüüsist tulenevad
The activit ies related to health and parendustegevused ka edaspidi
saf ety plan are described in the kirjeldada asutuse tegevuskavas.
action plan of Tugiliisu.
23. The social service provider defines, documents, monitors and
evaluat es a set of principles, values and procedures that govern
behavi our in servi ce deli ver y containing aspects of confidentialit y,
accuracy, pri vacy 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
The principles, values and
procedures in ser vice deliver y are
descr ibed in t he ethical pr inciples of
Tugiliisu.
It was demonstrated through the
inter views of staff that they ar e
aware of the ethic principles related
to their work.
24. The social service provider defines, documents, monitors and
evaluat es procedures for assuring c onfidentialit y of data regardi ng
the persons served and the service provided to them.
19
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
Tugiliisu has docum ented policy f or In order to guarantee the review and
the protect ion of personal data. The analysis of the policy once in ever y
policy is introduced to all of the staff two years, this should be laid down
and is reviewed. in the policy (f or employees) .
The policy has been translated also Tagamaks poliit ika ülevaatus ja
into “ easy to read” language f or the analüüsim ine vähemalt kord kahe
clients. aasta tagant, tuleks see r eg uleer ida
vastavas (töötajatele mõeldud)
Tugiliisu has analyzed this policy. poliitikas.
25. The social service provider defines the roles and
responsibilities, authorities and the interrelation of all personnel
w ho manage, desi gn, deli ver, support and evaluate the service
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 ication program
Strengths Improvem ent & developments
The necessar y roles and Even though the cr iterion is met, it is
responsibilities are descr ibed in the suggested to consider disclosing the
job descr ipt ions of employees. The roles and responsibilities of
roles and responsibilit ies of the employees on the or ganizat ion’s web
management are described in the page.
statue of the organization.
Kuig i kriteeriumiga ollakse
It was ver if ied through inter views vastavuses, oleks soovitatav kaaluda
that the persons served were awar e töötajate rollide ja vastutuse
of the roles and responsibilities of avaldam ist asutuse kodulehel.
the staff and management .
20
26. The social service provi der w orks in partnership w ith other
organizations in the provision of servi ce s.
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
Tugiliisu does cooperation with its Evaluat ing the added value of
partners. It does str ong cooperation partnerships on r egular basis should
with the prof essional organizat ion of be descr ibed in Tugiliisu’s policies.
disabled people – Estonian Mentally Also, how the results of evaluation
Disabled People Support are documented.
Organization.
Koostöösuhetest tuleneva
Partnership and its added value is lisaväärtuse hinda mist tuleks
discussed and evaluated dur ing kirjeldada Tugiliisu kordades, samut i
meetings. kuidas hindamise tulemusi
dokumenteeritakse.
Tugiliisu has started asking wr itten
f eedback (f . e questionnair es) f rom
partners.
From partner ’s inter view it appear ed
that the cooperation has pr oved
successf ul.
27. The social service provider w orks in partnership w ith persons
served, purchasers and other stakeholders in the development 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
The persons ser ved, purchasers and
other stakeholders are welcome to
21
participate in the development of
ser vices of Tugiliisu through
meeting s.
Tugiliisu has started ask ing wr itten
f eedback f rom f inancing bodies.
28. The social service provi der includes persons served as acti ve
partici pants 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, incl uding t he definition of the needs, the
definition of the services, as w ell as of the evaluation of qualit y.
Remark from the auditor: The ser vices of the social ser vice pr ovi ders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The criterion was ver if ied sat isf ied The policy and procedures f or the
through exploring client work involvement of clients (act ive
documentat ion and through participation in service planning,
inter views with staff and clients. implementation and management)
should be descr ibed in more detail.
Besides, Tugiliisu has trained some
of its members to be self -advocates. Teenuse saajate osalem ist (aktiivne
kaasamine teenust e planeer imisse,
läbiviimisse ja juhtimisse) tuleks
kirjeldada detailsem alt kordades.
29. The social service provi der institutes an annual evaluation of
partici pation of persons served bot h on indi vidual 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
22
The measures, activities and polic y The policy of client participat ion
f or client participation is introduced should be wr itten down in mor e
and discussed during clients’ detail and also the f act of analyzing
meetings and is reviewed. this policy annually is better
guaranteed, if added to the
corresponding policy.
Klientide osalem ine teenustele
kaasarääkimises tuleks kirjalikult
esitada üksikasjalikuimalt ning
samuti on vastava poliit ika iga -
aastane analüüs paremini tagatud,
kui see põhimõt e on lisatud
vastavasse korda.
30. The social service provi der operates specific instruments f or
users to improve their personal empow erment and personal situation
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
The criterion was ver if ied sat isf ied Empowerment and t he f acilitation of
through exploring client work empowerment of the persons ser ved
documentat ion and through should be def ined and described in
inter views with staff and clients. wr itten f ormat in the handbook of the
organizat ion.
Empowerment is an important part of
the work of activit y super visors. It is advisable to bring out more
clearly t he tangible results achieved
in strengthening the empowerment of
persons being served in the
organizat ion’s annual activit y report.
Jõustamine ja jõustamise
tugevdamine tuleks def ineerida ja
laht i selgitada kirjalikus vormis
23
asutuse käsiraam atus.
Soovitatav on välja tuua selgemalt
mõõdetavad tulem used teenuste
saajate jõustam ise tugevdamises
asutuse aasta-aruandes.
31. The social service provi der operates specific mechanisms for
establishing an empow ering 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
The criterion was ver if ied sat isf ied The measures f or creating an
through exploring client work empowering environment should be
documentat ion and through more clear ly described in the
inter views with staff and clients. organizat ion’s documentation.
The employees ar e trained about Jõustava keskkonna loom ise
empowerment . meetmeid tuleks täpsemalt k irjeldada
asutuse dokumentatsioonis.
32. The social servi ce provider sel ects programmes w hich are based
on a needs assessment at the location w hich is most convenient for
the person served, famil y 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 program
Strengths Improvem ent & developments
Tugiliisu is off ering services based
on the needs of persons ser ved .
The ser vices are delivered in Tallinn.
Recently new prem ises were opened
24
f or better service deliver y.
The persons ser ved expressed
satisf action with t he locat ion of
ser vice deliver y.
33. The social service provider offers programmes consistent w ith
the identified needs of its customers and objecti ves for 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
Cooperation meet ings have taken It would be advisable to conduct
place to discuss the needs and more comprehensive sur veys to
expectat ions of stakeholders . ascertain the needs and expectations
of various stakeholders.
Soovitatav on korraldada
laiaulatuslikumaid uuringuid, et
selgitada välja huvigruppide
vaj adused ja ootused.
34. The social service provi der operates indi vidual processes that
are dri ven by the needs of the 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 ication program
Strengths Improvem ent & developments
All related inf ormation is documented
in the individual plan s of the persons
ser ved, which was ver if ied by
examples of client documentation
seen during the site visit.
25
The process itself is described in the
policies of the organizat ion.
35. The social service provider documents the planni ng of services
based on the ident ification of indi vi dual needs and expectations of
persons served in an Indi vidual 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
The clients’ individual needs and
expectat ions are wr itten down in the
individual plan s.
The individual plans involve all the
inf ormation set by the criter ion and
are agreed by the persons ser ved ,
which was verif ied by examples of
client documentation seen during the
site visit.
During the previous audit, it was
pointed out that t he qualit y of client
work documentation was volatile.
Due to regular internal control
procedures, the qualit y of client work
documentat ion has now becom e
better.
36. The social service provider identif ies, documents, and maintains
the key servi ce deli very processes to the persons served in line w ith
its vision, mission statement and quali t y policy.
Remark from the auditor: The ser vices of the social ser vice pr ovider meet
this cr iterion of the EQUASS Assurance certif ication program.
During the previous audit this EQUASS criteria was not f ulf illed.
26
Strengths Improvem ent & developments
During the previous audit, the
ser vice deliver y processes of
Tugiliisu were lacking. By now
Tugiliisu has descr ibed its ser vice
deliver y processes . The processes
are in line wit h Tugiliisu’s vision,
mission and qualit y principles. The
processes are regularly reviewed.
37. The social service provi der review s this delivery process and
maintains control over the deli very of t he servi ce.
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 ser vice delivery is r eviewed
during the internal control
process es.
The processes t hemselves are
discussed per iodically during
meetings.
38. The social service provider ensures that the person served can
access a continuum of servi ces that span from earl y int ervention to
support and respond to changing requi rements ove r time.
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
27
Needs of persons ser ved ar e Even though the cr iterion is met, it is
evaluated annually and accor dingly suggested to report the results of the
necessar y ser vices are provided. evaluat ion of service cont inuation
more precisely.
Kuig i kriteeriumiga ollakse
vastavuses, oleks soovitatav esitada
katkematu t eenuseahela hindam ise
tulemused aruandluses selgemalt.
39. The social service provi der develops a seamless continuum of
services and reduces barriers in a multi -disciplinary or multi -agenc y
setting.
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 barriers are discussed in Even though the cr iterion is met, it is
meetings and reported in annual suggested to report the about the
plans. barriers more precisely.
The criterion was verif ied f ulf illed by Kuig i kriteeriumiga ollakse
also explor ing the client work vastavuses, oleks soovitatav
documentat ion, where evidence was inf ormatsioon takistustest
f ound about multidisciplinar y aruandluses selgemalt.
approach.
40. The social service provi der operates servi ces from a holistic
approach based on the needs and expectations of the person served
w ith the aim of improving the qualit y of life for the 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 ication program
Strengths Improvem ent & developments
28
Tugiliisu uses client -centered holistic
approach, which is aimed to improve
client ’s qualit y of lif e. This is
descr ibed in the handbook of the
organizat ion.
The qualit y of life is measured
annually and reported in client work
documentat ion.
41. The social service provider identif ies the needed competences,
skills and support for staff to enhance the qualit y of life for 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 ication program
Strengths Improvem ent & developments
The necessar y competences and
skills are described in job
descr iptions. These are evaluated
and analyzed during annual
employees’ perf ormance reviews.
42. The social service provider identifies its business results and
provides formal periodic and independent revi ew and procedures t o
achieve the targeted results.
Remark from the auditor: The ser vices of the social ser vice pr ovider meet
this cr iterion of the EQUASS Assurance certif ication program.
During the previous audit this EQUASS criteria was not f ulf illed.
Strengths Improvem ent & developments
It was diff icult to measure Tugiliisu’s
perf ormance against objectives at
29
the beginning of 2013, as the goals
f or 2012 were not clearly set.
Starting f rom 2013 Tugiliisu draws up
annual plans in standard wr itten
f ormat (with clear ly def ined activit ies
and corresponding indicators ).
Tugiliisu’s achievem ents and results
of perf ormance are summed up in
annual activit y reports.
The results of the previous year
were communicat ed both, to the staff
and to the persons served.
The annual (f inancial) report is
composed and audited by an
ext ernal body (audit or).
The action of Tugiliisu is controlled
also by the Social I nsurance Board.
Respective control reports are
composed.
43. The social servi ce provi der identifies and registers the outcomes
and benefits for person served of the recei ve services on individual
and collecti ve basi s.
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
Tugiliisu gathers and documents The procedure f or measuring
inf ormation (also statistics) achieved results of the received
regarding results of providing ser vices on collective basis and also
ser vices (bot h on individual and benef its f or persons ser ved of
collect ive basis), which was received ser vices on collective basis
evidenced in client work should be document ed in the policies
30
documentat ion. of Tugiliisu.
In f uture it would be advisable to
present the benef its f or persons
ser ved of received ser vices on
collect ive basis more clearly ( in
annual activit y report) .
Tugiliisu poliit ikates tuleks kirjeldada
protseduur id, kuidas mõõdetakse
teenuste tulemusi kollek tiivsel
tasandil ja ka kuidas mõõdetakse
teenuse saajate kasutegurit
kollektiivsel tasandil.
Edaspidi on soovitatav täpsem alt
välja tuua inf ormatsioon teenuse
saajate poolsete kasutegurite kohta
kollektiivsel tasandil
(tegevusaruandes) .
44. The social service provider evaluates its business results in order
to determine best value for purchasers and funders ( ‘best value’ can
also be expressed in relation to the increased qualit y of life offered to
the person bei ng 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
Strengths Improvem ent & developments
Tugiliisu evaluates the results and It would be advisable to set more
added value of its work during its clearly in the organizat ion’s policies ,
meetings. The added value to clients how and when the added value of the
is evaluated while conducting lif e ser vices f or qualit y of lif e of persons
qualit y tests to per sons ser ved. ser ved, is discussed and reported.
Soovitatav on asutuse poliit ikates
selgemalt välj a tuua, kuidas ja millal
31
arutatakse teenuse saaja lisaväärtust
teenuse saaja elukvaliteedile ning
kuidas tulemustest r aporteer itakse .
45. The social service provider evaluates the indi vidual and
collecti ve satisfact ion of persons served and other stakeholders by
internal and/or external 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
Tugiliisu collects f eedback f rom its
clients and other stakeholders. This
is done through meetings and
(phone) inter views. This activit y was
Tugiliisu has started using regular
sur veys to receive wr itten f eedback
f rom its stakeholders.
The received inf ormation is analyzed
and necessar y improvement
activities are r ef lected in the annual
action plans.
46. The social service provider provides accessible and easil y
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
Tugiliisu has started f ormulating
annual act ivit y reports, which are
communicated to staff , stakeholders
32
and disclosed on t he organization’s
web page.
These reports include among other
inf ormation the value and added
value of ser vices. Inf ormation on
personal perceptions and
achievements are also brought out.
47. The social service provider activel y disseminates organisation
performance among its staff, service users and external
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
Tugiliisu compiles monthly reports to
Social Insurance Board and has
summed up its act ivities of 2013 in
activit y report.
The inf ormation has been orally
communicated to staff and persons
ser ved.
48. The social service provider has a standard procedure for
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
During the previous audit this EQUASS criteria was not f ulf illed.
Strengths Improvem ent & developments
The PDCA cycle has been taken into
use and the annual planning and
33
reviewing process has been
document ed.
The goals and activities of Tugiliisu
are descr ibed in its annual plan.
The process and activities are
reviewed and the results and
perf ormance of Tugiliisu are
analyzed.
Qualit y improv ement projects have
been documented.
49. The social service provi der identifies performance i ndicators for
measuring the results 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
All improvement programs are
document ed, include goals and
perf ormance targets.
This was verif ied through inspecting
f ew examples during site visit.
50. The servi ce provider introduces and manages innovative w ays of
w orking that have been identified 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
34
Tugiliisu f inds ways of being
innovat ive, taking into account the
needs and expectations of
stakeholders.
All related inf ormation was verif ied
to be docum ented.
4. Agreed additional development / improvements
The applicant decided on the following improvement actions and/or
additional development for the period of two years:
Short description of the actions
(including SM ART objecti ves)
1 Cont inue to integrate CARe methodolog y into the work processes and
documentat ion of Tugiliisu (f .e individual plans, lif e qualit y evaluation
etc).
Jätkata CARe’i metoodika integreer imist Tugiliisu protsessidesse ja
dokumentatsiooni.
Vastutaja/ person responsible: Tugiliisu juhataja/ manager
Tähtaeg/ deadline: 16.06.2016
2 After the f irst PDCA cycle, review the perf ormance indicators, to be in
correspondence with the needs and expectations of the organizat ion.
Pärast esimese PDCA tsükli läbim ist, vaadata üle tulemusindikaator id, et
need oleksid vastavuses asutuse vajadust e ja ootustega.
Vastutaja/ person responsible: Tugiliisu juhataja/ manager
Tähtaeg/ deadline: 16.06.2016
3 After the f irst round of written stakeholder sur veys, review the questions,
to be in correspondence with t he needs and expectations of the
organizat ion.
Pärast esimest huvir ühmade kirjalikku uuringut, vaadata üle küsimused, et
need oleksid vastavuses asutuse vajadust e ja ootustega.
Vastutaja/ person responsible: Tugiliisu juhataja/ m anager
Tähtaeg/ deadline: 16.06.2016
35
4. Keep t he homepage up to dat e to ser ve as an important communication
channel f or Tugiliisu’s stakeholders.
Hoida koduleht aasjakohasena, et see oleks oluline kommunikatsiooni
kanal huvirühmadele.
Vastutaja/ person responsible: Tugiliisu juhataja/ manager
Tähtaeg/ deadline: 16.06.2016
5. Closing remarks
Support Center For People W ith Special Needs Tugilii su is a non- prof it
organizat ion, which is act ive since 2003. Tugiliisu’s members are mentally
disabled people, their f amilies, volunteer s, supporters and f riends.
The goal of Tugiliisu is to involve mentally disabled people into societ y
though var ious act ivities and pr ojects, to off er them maximum possible
perf ormance and best independent coping with lif e.
Since 2003 Tugiliisu is a member of Estonian Mentally Disabled People
Support Organizat ion. Tugiliisu off ers the f ollowing activities and ser vices to
mentally disabled people and their f amilies: diff erent projects f or the
improvement of the lif e qualit y of mentally disabled people, activit y center
f or mentally disabled people, supported living services, daily lif e support,
personal assistance ser vices, child care f or childr en with mental disabilities,
counseling and support p erson ser vices f or adult people wit h mental
disabilities.
Tugiliisu began to implement EQUASS more than t wo year s ago. As t he
opportunit y arose, Tugiliisu decided to take advantage of it, in order to
become a more qualitative ser vice provider and receive the q ualit y certif icate
meant f or social sector service providers. All personnel was involved in the
preparat ions f or EQUASS Assurance audit, leaded by the manager of the
organizat ion. The whole documentation of the organizat ion was reviewed and
updated f rom the point of view of EQUASS cr iter ia. The preparations have
taken a lot of time and energ y f rom the organizat ion.
The f irst EQUASS audit took place in N ovember 2013. The auditor
exper ienced dur ing that audit, that the organizat ion is dedicat ed to delivering
ser vices of high qualit y. The manager was dedicated to improving the lif e
qualit y and ser vices meant f or mentally disabled people. The team showed
36
strong synerg y and care f or each other and f or the ir clients. The personnel
was highly motivated to deliver good service and empower ing the persons
ser ved. All of them gave more than expected f rom their wor k positions. The
co-operat ion partner s praised and su pported the act ivit ies of Tugiliisu and
expressed satisf action with the f ruitf ul cooperation. The persons ser ved
appreciated the service deliver y and cared much f or their activit y
super visors. The y showed knowledge of their rights and duties as well
expressed satisf action with t heir individual plans. The auditor realized that
manager of Tugiliisu was a person with charisma, f ull of ener gy and strength
of will, and was also highly respected among the employees and persons
ser ved.
Nevertheless, there were several weaknesses in corresponding to EQUASS
criteria, discover ed during the f irst audit . As a result the auditor concluded
that the criteria f or qualit y assurance of the European Qualit y f or Social
ser vices were partially f ulf illed. The results and def iciencies were descr ibed
in detail in the audit report issued o n 22. 11.2013.
Tugiliisu had six months f or taking remedial actions. During that time
Tugiliisu’s manager and staff took important steps to make necessar y
improvements in their perf ormance. The agreed additional developments
(described in the audit report of 22.11.2013) wer e set as a prior it y f or the
organizat ion.
As an im portant milestone f or the organizat ion, Tugiliisu ’s staff participat ed
in CARe methodology training, which in t heir opinion widened their
understanding of “how to do thing right”. The training result ed in lot of new
ideas, new perspectives and approaches f or doing their job right and
developing the organization as well. Some of the ideas f rom the training
were alr eady implemented and integrated into the ir work, a lot has been
initiated and is underway.
Besides the positive eff ect received f rom the training, the organizat ion used
the help of two consultants, who were EQUASS pract itioners, to improve
their understanding of EQUASS cr iteria and making their processes and
documentat ion to cor respond to EQUASS principles.
As a result of these activities, Tugiliisu was able to show improvements in
their perf ormance and documentation. The present audit was f ocused on the
criteria of the EQUASS Assurance certif ication program , that the social
37
ser vice provider did not meet this criterion dur ing the pr evious audit. The
def iciencies, described in chapter 4 of the audit report of 23.11.2013 had
been removed and also many ot her posit ive changes had taken place, which
the organization was eager to present to the auditor. The auditor and the
organizat ion discussed improvement act ions and additional developments f or
the per iod of f ollowing two years, which are pr esent ed in chapter 4 of this
report. Recommendation s concerning other criteria have been brought out in
chapter 3 of the report.
Tugilii su staff was ver y kind and cooperative in introducing the work of
Tugiliisu, f inding necessar y evidential materials and sharing inf ormation
about f ulf illing EQUASS crit eria.
After verif ication of the indica t ors by reviewing documentation and
conducting inter views, the auditor concluded that the crit eria f or qualit y
assurance of the Eur opean Qualit y f or Social ser vices were f ulf illed.
***
Erivajadustega Inimeste Toetusühing Tugiliisu on m ittetulundusühing, mis
tegutseb aktiivselt aastast 2003. Tugiliisu li ikmed on vaimupuudega
inimesed, nende per eliikmed, vabatahtlikud, toetajad, sõbrad.
Tugiliisu eesmärk on kaasata täiskasvanud vaimupuudega inimesi ühiskonda
läbi erinevate tegevuste ja projektide, pakkude neile maksimaalselt
võimalikku tegutsemist ja parim at toimetulekut iseseisva eluga.
Alat es 2003. aastast on Tugiliisu Tallinna Puuetega Inim este Koja liige.
Tugiliisu pakub vaim upuudega inimestele ning nende per ekondadele järgmisi
tegevusi ja teenuseid: er inevad proj ektid vaimupuudega inimeste elu
kvaliteedi parandamiseks, tegevuskeskus vaimupuudega inim estele, toetatud
elam ise teenus, igapäevaelu toetamise teenus, isikliku abistaja teenus,
lapsehoid vaimupuudega lastele, nõustamise t eenus ja t ugiisiku teenus
täiskasvanud vaimupuudega inimestele.
Tugiliisu alustas EQ UASS- i rakendam isega enam kui kaks aastat tagasi. Kui
võimalus avanes, otsustas Tugiliisu seda kasutada, et saada kvaliteetsemaks
teenuse osutajaks ning saada sot isaalsektori teenuse osutajatele suunatud
kvaliteedi sertif ikaat . Kogu personal oli seotud ettevalmistustega EQUASS -i
auditiks, eesotsas asutuse juhatajaga. Kogu asutuse dokumentatsioon
vaadat i üle ning seda uuendati EQ UASS - i kriteerium idest läht uvalt.
38
Ettevalmistused on võtnud asutuselt palju aega ja energiat.
Esimene EQUASS- i audit toim us 2013. Aasta novembr is. Audiitor koges
auditi läbiviimisel, et organisatsioon on pühendunud kvaliteetse teenuse
osutamisele. Juhataj a oli pühendunud vaimupuudega inimeste elukvaliteedi
ning nendele mõeldud teenuste parendamisele. Meeskond näitas üles suu rt
sünergiat ja hoolivust nii üksteise kui ka teenusesaajate vastu. Personal oli
kõrgelt motiveer itud osutama head teenust ning teenuse saajate
jõustamisele. Kõik nad andsid enam, kui nende ametikohtadelt oodatud.
Koostööpartner id kiitsid ja toetasid Tugil iisu tegevust ning väljendasid
rahulolu viljaka koostöö eest. Teenuse saajad tunnustasid saadud teenuste
osutamist ja väljendasid hoolivust oma tegevusjuhendajat e suhtes. Nad
näitasid üles teadmisi oma õigustest ja kohustustest ning väljendasid
rahulolu om a individuaalsete plaanidega. Audiitor tajus, et Tugiliisu juht oli
karismaatiline inimene, täis energiat ja tegutsemistahet, kes oli ka kõrgelt
austatud töötajaskonna ja teenuse saajat e seas.
Sellele vaatamata, leidus mitmeid puuduseid EQUASS - I kriteerium idele
vastavuse osas, mis tuvastat i eelmise audit i käigus. Selle tulemusena
audiitor järeldas, et kriteerium id Euroopa kvalit eedimärgi jaoks
sotsiaalteenust es olid täidetud osaliselt . Tulemusi ja puuduseid kirjeldat i
detailsemalt 22. 11.2013 väljaantud auditi aruandes.
Tugiliisul oli kuus kuud aega parendustegevuste elluviimiseks. Selle aj a
jooksul võtsid Tugiliisu juht ja personal ette olulisi sa mme, et teha vajalikke
muudatusi asutuse tegevuses. Kokkuleppelised täiendavad
arendustegevused (mis olid kir jeldatud 22.11.2013 auditi aruandes) seat i
asutuses prioriteediks.
Olulise verstapost ina osales Tugiliisu personal CARe me toodika
koolitusprogrammis, mis nende hinnangul viis neid aru saamise sellest
“kuidas teha asju õigesti”. Koolituse tulemusena saadi pa lju uusi ideid,
vaatenurki ja lähenemisi oma töö õigesti tegemiseks ning organisatsiooni
arendam iseks. Mitmed koolituselt saadud ideed on juba ellu rakendatud j a
töösse integreerit ud, paljusid on algatatud ning on töös.
Lisaks koolituspr ogrammist saadud po sit iivsele ef ektile, kasutas asutus kahe
konsultandi abi, kes olid EQUASS - i rakendajad, et parendada oma
arusaam ist EQUASS -i kriteer ium idest ning muuta asutuse protsessid j a
dokumentatsioon vastavaks EQUASS -i põhimõtetega.
39
Nende tegevuste tulemusena oli T ugiliisul võimalik näidata parendusi oma
tegevuses ja dokumentatsioonis. Käesolev audit keskendus EQUASS -i
sertif itseerim isprogrammi nendele kriteerium idele, m illega sotsiaalt eenuse
osutaja ei olnud vastavuses eelmise audit i ajal.23. 11.203 auditi aruande
4. peatükis esitatud puudused olid kõrvaldatud ning palju täiendavaid
positiivseid muudatusi oli toimunud, mida asutus innukalt audiitorile esit les.
Audiitor ja asutus arutasid võimalike parendusvaldkondi ja täiendavaid
tegevusi järgmiseks kaheks aastaks, m is on esitatud käesoleva aruande
4. peatükis. Konkreetseid kriteeriume puudutavad soovitused on toodud
aruande 3ndas peat ükis.
Kogu Tugiliisu personal oli väga lahke ja koostööaldis, tut vustades Tugiliisu
tööd, leides vajalikku tõendusm aterjali ja jagades inf ormatsiooni EQUASS - i
kriteeriumide täitmise kohta.
Peale indikaatoritele vastamise tõendamist, tutvudes dokumentatsiooniga ja
viies läbi inter vjuud, oli audiitor veendunud, et kriteer iumid Euroopa
kvaliteedimärgi jaoks sotsiaalteenust es on täidetud.
Tallinn, 18. 06.2014
Mar iliis Männik -Sepp
40
Maarika Aro
Saatja: Keiu Talve
Saatmisaeg: 20. juuni 2014. a. 13:15
Adressaat: Maarika Aro
Teema: FW: EQUASS Audit report EST2014-002
Manused: Tugiliisu_audit_report.docx
Tähtsus: Kõrge
Järeltegevuse lipp: Järeltegevus
Olekulipp: Lipuga märgitud
Dorasse!
From: Keiu Talve
Sent: Friday, June 20, 2014 1:14 PM
To: 'agne raudmees' (
[email protected]);
[email protected];
[email protected]
Subject: EQUASS Audit report EST2014-002
Importance: High
Tere,
Edastan siinkohal EQUASS Euroopa poolt tulnud teate, milles kinnitatakse, et EIT Tugiliisu
vastab EQUASS Assurance nõuete le ja on seega saanud sert ifikaadi. PALJU ÕNNE!!!
Sertifikaat saadetakse teile post iga. Se lle ke htivus o n 2 aastat . Ko os sertifik aadiga saabub teile
ka mälupulgal EQUASS logo failid ja se lle kasutamise juhe nd.
Sertifikaadi uue ndamiseks on tarvis 2 aasta pärast läbida uuesti v älisaudit. Te istkordse
välisauditi tasu EQUASS Eesti e i hüvita, aga selle maksumus on ~2000 EUR. Konsultatsiooni ja
koolitust pakume endiselt tasuta (k ui uus ESF periood saab kinnitatud ja saame tegev ust
jätkata). Loodetavasti on ka audit i raportist abi e daspidiste arendus- ja parenduste gevuste
planeerimise l!
Palju õnne veelkord t ublide pingut uste eest ja loodan, et teil jätkub jaksu kõiki loodud
süsteeme ja parendusi elus hoida ning e dasi arendada!
Suvise d tervit used!
Keiu
EQUASS Eesti
From: Guus van Beek [mailto:
[email protected]]
Sent: Friday, June 20, 2014 12:14 PM
To: Keiu Talve
Cc: Marie Dubost; Jan Spooren
Subject: Re: Audit report EST2014-002
Importance: High
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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 EIT Tugiliisu (reference number EST2014-002) 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 EIT Tugiliisu (reference number EST2014-002) 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 E I T Tu g i l i i s u (r e f e r e n c e
n u mb e r E S T2 0 1 4 - 0 0 2 ) w i t h E Q U AS S As s u r a n c e i n S o c i a l S e r vi c e s .
M a r i e D u b o s t w i l l s e n d t h e c e r t i f i c a t e (a n d g u i d e l i n e s f o r u s i n g t h e E Q U AS S As s u r a n c e l o g o )
d i r e c t l y t o E I T Tu g i l i i s u (r e f e r e n c e n u m b e r E S T 2 0 1 4 - 0 0 2 ) .
N o t e ; T h e a u d i t r e p o r t i s ve r y i n f o r m a t i ve a b o u t t h e p r o c e s s o f i m p r o ve m e n t , t h e m o t i v a t i o n a n d
e f f o r t s o f E I T Tu g i l i i s u (r e f e r e n c e n u mb e r E S T2 0 1 4 - 0 0 2 ) d u r i n g t h e l a s t 6 m o n t h .
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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