EIT Tugiliisu auditi raport Brüsselisse

EQUASS ASSURANCE APPLICATION ADDITIONAL INFORMATION 1. Short information about the organisation in the native language Erivajadustega Inimeste Toetusühing Tugiliisu ( EIT Tugiliisu ) osutab mitte institutsionaalseid ( avahooldus ) teenused täiskasvanud in imestele. Osutame teenuseid Tallinna linnale ja riigile näiteks: toetatud elamise teenus, igapäevaelu toetamise teenus, toetatud töötamise teenus ning lisaks Tegevusi ja Projekte mis aitavad vaimupuudega inimestel toime tulla iseseisva eluga tavapärases ühiskonnas. 2. Short information about the organisation in English (activities, clients, etc.) Support center for people with special needs tugiliisu was established at 2000. Since year 2002 we provide special welfare and social services for people with spec ial needs. Support center for people with special needs tugiliisu is a non - profit organization that seeks to develop communit y services for people with intellectual disabilities. We develop these services because we believe that every person has the right to live independentl y living and as well to organize their lives independently. Target group Severe and moderately disabled adults, who want to liv eas independentl y as possible in a normal environment. Our service users are working in open labor markets, based on activit y supervisors assistance. Our service users are mothers, whom we support in raising children. Our service users live in a normal environment, with the same rights and responsibilities as all other people. Goal Support for people with intel lectual disabilit y living independentl y. Working with the service user and his or her loved ones, providing a comprehensive, individuall y tailored support in everyday life and help support people with intellectual disabilities to find their place in societ y. Vision Be sustainable, progressive organization that has the best supporter for people with intellectual disablement who want to live independentl y in open societ y. 1 Services 1. Assistance in everyday life Everyday life support services are designe d to be man's best self -sufficiency and the development of psychosocial support, managing skills for everyday life and managing skills for work through counseling. 2. Supported living service Supported living services are dealing with people's social integra tion and support him, the possibilit y of creating a residential use. Peoples guide household and everyday life in the organization to ensure a reasonabl y self - sufficiency while living independentl y. 3. Supported work service Employment support services are d esigned to guide and advise people to support their self -sufficiency and improve the qualit y of life of his abilities suitable job searching and working time. 4. Support Person Śupport person for intellectuall y disabled adult is tailor made service to support person integration to societ y, dealing with difficult situat ions personal, help person to link to different services. Guidance targeting diff erent aspects of lif e bef ore person will be directed to the supported living ser vice or other ser vices. This ser v ice is ver y f lexible. 3. Name of the organisation as you would want it to appear on the EQUASS Assurance certificate Erivajadustega Inimeste Toetusühing Tugiliisu 4. Name of services / departments of the organisation in the scope of the application as you would want it to appear on the EQUASS Assurance certificate: Assistance in everyday life Supported living service Supported work service Support person service 2 5. Organisation’s logo Information to be published on EQUASS website: Name of the organisation : Erivajadustega Inimeste Toetusühing Tugiliisu Post address: Maleva 16, Tallinn 11711 Director: Agne Raudmees, [email protected] Contact person : Margarita Razorjonova, service coordinator, [email protected] Email: [email protected] Web: www.vaimukad.ee 3 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/measu res. 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 satisf 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 activ ities 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 sh ould be better descr iptions, which include required pointed out in the staff policy. knowledge, skills and competences. Võrdsuse ja diskrimineer 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 Assur ance 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 summar 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. Feedback 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 EQUASS 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 kasu tamine 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 social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication progr am 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 demonstrated 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 knowledge 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 EQUASS 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 c hoosing/ 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 p rogram 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 tegevuses 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 confidentialit 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 va stutuse 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 kirjal ikus vormis 23  asutuse käsiraamatus. 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 kirjeldada 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 over 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 teenuseahela 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 s er 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 target ed 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 a ctivel 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/ mana ger 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 mental ly 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 person ser vices f or adult people wit h me ntal 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 E QUASS 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 November 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 supported 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 th eir 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 toimus 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 suurt 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 T ugiliisu 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 oma 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 Teema: FW: Audit report EST2014-002 Manused: Additional Information Form (1).doc; Tugiliisu_audit_report.docx; EQUASS_taotlusvorm_2014.xlsx From: Keiu Talve Sent: Thursday, June 19, 2014 11:08 AM To: Marie Dubost ([email protected]); Guus van Beek ([email protected]) Subject: Audit report EST2014-002 Dear Marie and Guus, Attached you’ll find relevant documentation of the EIT Tugiliisu EQUASS Assuarance re-audit. They did not get certified last year ( EST2013-011) so now it was only on half a day audit. Please let me know in case the auditor needs to improve the report or in case any other questions, comments! Regards, Keiu EQUASS Eesti Astangu KRK Tel: +372 5682 9104 www.equass.ee www.astangu.ee 1