EQ U AS S AS S U R AN C E
AU D IT R E PO RT
S it e v is i t: 1 2 - 13 . 11 .2 0 13
MT Ü Üh is e lt
E pp S il l as t e
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1. Info rm at ion of t he s o ci al se rv i c e p rov i de r
Na me of th e so ci al
M T Ü Ühi s elt
se rv i c e p rov id er
Ad d re s s:
Rii a 2 , T a rtu
Po st bo x:
P er so n re sp on sib le Pi r et P et e rs
(C EO ) :
Cont ac t p e rs on: Pi r et P et e rs
Pho ne: 52 2 40 0 5, 7 3 52 0 8 1
Fa x:
E- m a il: yhi s elt @g ma il .c om
W eb s ite: w w w . yhi s elt .e e
Na me of Au dit o r: Epp Si ll a ste
Dat e s of aud it : 12- 1 3. 1 1. 2 01 3
Cli en ts: Num ber of p ers on s er v ed : 2 00 ( per ye ar , 2 01 3)
St aff: Num ber of Fu l l t im e s t af f : 2
Num ber of P ar t t im e s t af f : 1 2
Num ber of C on tr ac t e d s taf f : 14
Num ber of vo l un t eers (if ap p l ic a b l e)
S erv ic e s: P h ys i o th er ap y s er v ic e s , ph ys i ot h er ap y gr o u p
wor k , s oc ia l c ou ns el i n g, f am il y a n d gr ou p
c ou ns e li n g, s p ec i a l ed uc a t io n s er v ic es , als o
s pec i a l e duc at i o n f am i l y a nd gro u p c o uns e l in g,
2
ps yc h o l og ic a l s er v ic es (a ls o f am i l y a nd gro u p
c ou ns e li n g), s pe ec h th era p y s er v ic es (a ls o f am il y
an d gr o up c ou ns el i n g) , s er v ic e f or m ak ing
r eh a b i li t at i on p l a ns ( a l s o p la ns i ns truc t io n s e rv ic e
an d r es u lt m eas urem e nt s er v ic e) a n d
ac c om m odat i o n s er v ic e .
3
2. Au di t p ro gr am
D AY 1
9. 4 5- 1 0. 1 5 O p e ni n g m ee t in g
10 . 15- 1 3. 1 5 Doc um en t at i on r e wi e v
13 . 15- 1 3. 4 5 Lu nc h
13 . 45- 1 5. 3 0 No tes , d o c um ent at i o n r e wi e v
15 . 30- 1 6. 1 5 In ter v i e w wi t h s taf f , gr ou p 1 (4)
16 . 15- 1 7. 0 0 In ter v i e w wi t h c l ie n ts , gr o up 1 ( 3)
17 . 00- .1 8 .0 0 N ot es , wor k wit h a ud i t d oc um e nt at i o n
D AY 2
9. 0 0- 9 .4 5 I nt er v i e w wi th s t af f , g ro u p 2 ( 3)
10 . 00- 1 2. 0 0 No tes , wo r k wit h a u d it d oc um ent at i on
1 2. 1 5- 1 3 .0 0 I nt er v i e w wi th Par t ners ( 2)
13 . 10- 1 3. 4 0 In ter v i e w wi t h F u nd er (1)
13 . 45- 1 4. 1 0 Lu nc h
14 . 15- 1 5. 0 In ter v i e w wi t h Ma n ag e r
1 5. 0 0- 1 6 .1 5 W ork wi t h au d it doc um an ta t i on
1 6. 1 5- 1 7 .0 0 C l os i n g m ee t in g, f e e db ac k
4
3. Det ai l ed f e edb a ck on pe rf or ma nc e
1. T he s oc ia l s er v ic e pr o v i d er d ef i n es d oc u m ents a nd im pl em ents its v is i o n
an d m is s i on v al u es o n s er v ic e pr o v is i o n.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
NG O Üh is e lt h as d oc um en t ed and
im pl em ent e d t h eir v is io n as t he ir
m is s io n a n d g o ve r n v a lu es . T h es e ar e
doc um en te d in Q ua l i t y St a nd ar d ,
St a nd ar d of Et h ic s an d or g a n is a t io ns
hom e p ag e .
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
em pl o ye es a nd ex t er na l c us tom ers ar e
a war e of the v is i o n, m is s io n an d
c orp or at e va l ues
2. T h e s oc i a l s er vic e pr o v i der d ef i n es , doc um en ts , a nd im pl em ents i ts
qu a l it y p o l ic y b y de ter m ini n g lo n g t erm q ua l i t y g o a ls , a nd its c om m itm ent t o
c on t in u ous im pr o v em ent .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
5
NG O Ü h is e l t d ef i n es its qu a l it y po l ic y
an d pr i nc i p l es in t h e doc um en t Q u a li t y
St a nd ar d. T h e po l ic y i nc lu d es pr i nc ip l es
c onc er n in g d et er m in i ng of lo n g t erm
go a ls a nd c on t in u ous i m pr ov em en t.
A ls o i n ot h er doc um en ts s uc h as A nn u al
P la ns a nd C l ie nts S ur ve y` s it was
doc um en te d t ha t t h e p o lic y i s c arr ie d
ou t i n pr ac t is e.
St af f m em ber s c ons i d er al l t he q u al i t y
po l ic i es a nd pr oc e d ur es a nd ot h er
doc um en ts th at r eg u l at e th e s er v ic e
de l i v er y as g u id e l in es on t h e ir work .
3. P er s ons s er v e d, f a m il y m em bers a n d s e r v ic e us er or g an is at i on s ar e ab l e
to give f e e db ac k on th e ir i n di v i d ua l an d c o l l ec t i v e ex p e ri enc e of
pro gr am m es a n d s er v i c es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
6
NG O Üh is e lt is c om m i tte d to O rg an is at i o n s h o ul d c ons i d er or g a ni zi n g
en g ag em en t of dif f er e nt s t ak eh o ld ers . a ls o s p ec i a l m ee ti n g s f or p art n ers t o
c o ll ec t a ll t h e r e l e va nt f ee d bac k .
T he y c arr y o ut C l i en t` s S at is f ac t io n
S ur ve y`s ( onc e a ye ar ) , b ut m os t O rg an is at i o n s h o ul d a l s o tr y to g e t m ore
im por ta nt wa y of g i v i ng and g et ti n g f ee db ac k f rom c li e nt s to m ak e va l i d
f ee db ac k f r om c lie n t s is f ac e t o f ac e S at is f ac ti o n S ur v e y.
m eeti n gs .
Et t ep a nek o n k a a lu d a k oos t ö öp ar tn er it e
Co l l ec t i ng f e e db ac k f r om f und er an d k ok k us aam is t e k orra ld am is t e es m ärg i ga
m ain c o - p ar tn er s is or g a n i ze d m os t l y k ogu da v aj al ik k u ta ga s is id e t t ee n us t e j a
thr o ug h c a l ls , e - m ai l s a nd i n d i v id u al pro gr am m id e k oh t a.
f ee db ac k - qu es ti o nn a ir es . E- m ai ls a n d
S am uti o l ek s va j al ik e nam at e lt
res u l ts of s ur ve ys wer e pr es e nt e d.
k lie n ti d e lt s a ad a ta g as is i d et , et
Dur i n g t he i n ter v i e ws was v a l id a te d t h at k lie n ti d e ra h u lo l u - uu ri ng u t u l em us ed
th e s t ak eh ol d er s have o pp or tu n it y t o v õ im al dak s i d t e ha j är e ld us i j a ü ld is t us i .
g i ve f e ed b ac k . Pr ae g un e v a l im k lien t id e r a hu l o lu -
uur i n gu k oos tam is ek s o li au d i it or i s õ nu l
l i ig a v ä ik e.
4. T h e s oc i a l s er v ic e pr o v i d er inf o rm s al l s tak e ho l de rs a b ou t t h e of f er ed
pro gr am m es a n d s er v i c es a v ai l a bl e .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
7
NG O Ü h is el t is in r e g u lar d i al o gu e wi t h T o be m ore op e n t o t he c om m un it y an d
its s t ak eh o l der s . c ons i d er in g t h e f ac t of m ov in g t o n e w
bu i l d in g in th e end of t his ye a r
B es i d es or a l inf or m atio n t h at is org a n is a t io n s h ou l d c ons i d er org a n is i n g
d is tr i bu t ed t o d if f er e n t par t i es , t he re is
O p en D a ys or s im il ar e ve n ts .
i nf orm at io n a va i l ab l e on NG O ` s we b
pa g e, inf o r m ati o n B oo k lets an d r e p orts . Cl i e nts Br oc hur e or Cl i e nts B ook c a n
a ls o b e n ic e wa y to i nf orm a nd g et
O rg an is at i o n has j us t s t ar t e d to
f ee db ac k f rom c l ie nts .
org a n i ze I nf or m at i on D a ys i n par t ner
org a n is a t io ns a nd p l an is t o c on t i n u e S eos es s e l l eg a, et as ut us k ol ib uu t es s e
an d d e v el o p th es e e v e nts . ruum i des s e ja et ol l a a v at u d
üh is k o nn a le on a u d i i t ori e tt ep a n ek
S har i n g i nf or m at io n am on g s t af f is
k orral d ad a a v at u d us te p ä e v v õ i m õn i
org a n i ze d m ai nl y t hr o u g h e - m ai ls , s arn a n e ür it us . .
m eeti n gs a nd als o G o og l e Dr i v e.
K l ie n d i ra am at võ i b roš ü ür o n s am ut i
he a j a l i ht ne võ im a lus s a ad a k l i en t id e lt
ta g as is i d et j a v aj ad us e l s e l le k a ud u k a
ta g as is i d et e d as t a da .
5. T he s oc i a l s er v ic e pr o v i der m an ag em en t es t a bl is h es a nd d oc um ents an
an n ua l p l a nn i n g an d r e v ie w pr oc es s .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
8
T he a nn u a l p la n n in g an d t he r e v ie w Im pro vem e nt pro p os a l is f or th e
proc es s is doc um en te d in c ur r en t`s ye ar org a n is a t io n t o de v e lo p o n e p l an , whe r e
an n ua l p la n . T h er e is def i n ed h o w t h e a ll t h e ye a r`s obj ec t i v es , ac t i v it i es ,
proc es s is c o nd uc te d - wh en t h e p l an is da t es an d p erf orm ers ar e pr es e nt e d.
m ade, ho w m an y t im es a ye a r r e v i e we d, Re v is i on of th e p l a n s ho u l d b e re g u lar
wh o is in v o l v ed , h o w th e r es u lts ar e an d s ys t em at ic .
c om m unic a te d etc . Ther e is a ls o pro of
A ls o it is g oo d to t h ink t hro u gh t h e
of re v i e wi ng d oc um ents a nd m eet i n g
an n ua l t arg e ts , wh a t r es u l ts are g o od t o
pro t oc o ls .
m eas ur e a n d whic h i m pac t t he y g i ve . I t
m ak es als o eas i er to p la n re l e v an t
de v e l opm en ts .
Et t ep a nek on vä lj a tö öt a da a as t an e
p la a n, m is s is a l dak s ees m ärk e,
te g e vus i , t äh ta e gu j a v as t ut aj ai d . P l a an i
ü le v a at am in e ( ar ua n d lus ) võ ik s olla
reg u l aar n e - Sam ut i v õ ik s põ hj a l ik u lt lä b i
m õel da , m il l is e d i nd ik aa t or id on
v aj a l ik ud j a m is t u l em us i or g an is a ts i o on
v aj a b, et p l an e er id a v aj a l ik k e
are n d us t e g e v us i.
6. T he p l a n i nc lu d es :
an n ua l o u tc om es / tar ge ts
th e ac ti v i t ies t o b e u n der t ak en i n ac h ie v i n g th e a nn u a l tar g ets
m onit or i ng of th e pe rf orm anc e of t he or g an is at i o n i n m eet in g its
an n ua l t ar ge ts
tim e- s c al es a n d pr oc e dur es f or r e v i e w a n d r e v is i o n.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
9
NG O Ü h is e lt has j u s t s t ar t e d ( 20 1 3) A nn u a l p la n s ho u l d a ls o i nc l ud e
th e ir pr o per tar g et i n g an d p l an n i ng of perf orm ers , im pr o vem en t pr o pos a l is t o
proc es s es an d s er v i c es . The an n ua l ad d p erf orm ers to c on c ret e ac ti o ns .
p la n ni n g is held in the d oc um ent
Et t ep a nek on l is a d a a as t a p l aa n i
“A nn u a l P l an 2 0 13 ” T he d oc um ent
k onk reets et e te g e vu s te j uur d e ka
i nc l u de d o bj ec t i v es , ac t i vi t ies ,
m eas ur ab l e r es u lts , d at es . . v as t ut aj ad .
T here is a ls o d oc u m e nt c a l le d “ A n nu a l
p la ns re v is i on doc um en t” whe r e al l t h e
c urr en t ye a r m ai n ac t i v it i es a nd res u lts
wer e m eas ur e d an d d es c r ib e d ( th e y d o
it t wi c e a ye ar ) .
Doc um en ts ar e a p pr o v ed b y m an a ger
of t h e org a n i za t io n .
7. T h e s oc i a l s er v ic e p r o v i der d em ons tr at es org a n is a t io n ’s s uc c es s i n
s at is f yi n g th e n e eds a nd ex p ec t a ti o ns of t h e s oc i et y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
10
NG O Ü his e lt c o ll ec t s f eed bac k f rom
c l ie n ts , s t af f , f und e r an d m ain co-
par t ners . T h e f e e db ac k is g i v en b ot h i n
v erb a l a n d wr i tt e n.
T here is pr oof of or g a n is a t io ns s uc c es s
i n s a t is f yi n g t he n e eds a nd ex pec t at i ons
of t he s oc i e t y. Fr om c l ie n ts s ur ve y we
c ou l d see th a t m os t of c li e nts ar e
s at is f i e d wi t h th e s er v i c es th e y g et .
From m eet i ng wi th p a r tn er - or ga n is a t io n
rep res e nt at i v es th er e wer e s e v er a l
s tor i es how NG O - s s pec i al is ts have
he l p ed a n d em po wer e d th e ir c l i e nts .
8. T h e s oc i al s er v ic e pr o v i d er dem o ns tr at es or ga n is at i on ’s s oc i a l res p o ns ib i l it y
thr o ug h ac t i vi t ies c on t r i bu t in g t o th e s oc i et y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
11
NG O - s s pec i a l is ts ar e or g a ni zi n g
s pec i a l I nf or m at i on ( s tu d y) D a ys in
nurs i n g h om es wher e th e y t alk dif f er e nt
to p ic s an d a ls o g i v e pr ac t ic a l a d v ic e t o
c l ie n ts an d s t af f . A ls o gr ou p s t ud y is
i nc l u de d . I n ter v i e w wi th n ur s i ng h om e`s
rep res e nt at i v e gave c onf i d enc e t h at
th es e e v en ts ar e v er y us ef u l , pr ac t ic al
an d im p ort an t f or th em .
NG O is a ls o of f er i ng h om e v is it s er v ic e s
to c l i en ts wh o ar e no t ab l e or is d if f ic u l t
to v is i t t he or g a nis a ti o n th em s el v es .
NG O is wor k in g i n p ar tn er s hi p wi t h l oc a l
s wim m ing c e n tr e , s o th at c li e nts c an
a ls o h a ve th e ir s wi m m ing ex erc is es .
Dur i n g t he i nt er v i e ws was v a l id a te d,
th at s wim m ing o p p or t u ni t y is v er y
im por ta nt f or c l i e nts .
9. T h e s oc i a l s er v ic e pr o v i d er h as a s t af f rec r ui tm ent a nd r e te n ti o n p o l ic y
th at pr om otes t he s e lec t io n of q ua l if i e d pe rs o n ne l b as e d o n r eq u ir ed
k no wle d ge , s k i l ls a n d c om pet e nc es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m ee t t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
12
NG O Ü h is e l t h as d oc um ent e d
pr inc i p les of s taf f r ec r u i tm ent and
s e lec t io n in t he ir “ St af f wor k b as is ”
(P ers o n a l it öö a l us ed” ) d oc um e nt . T he
doc um en t c ons is ts of pr i nc ip l es f or
rec r ui tm ent and d e s c r i bes a ls o the
proc es s of r ec r u itm en t .
St af f ar e c h os e n b as e d on t he ir
c om pet e nc es , s k i l ls , k no wl e dg e a nd
pre v i o us wor k ex per i enc e . R ec r ui tm en t
is b as e d o n e q ua l op p or t u n it i es a n d
no n- d is c r im in at i on .
10 . T h e s oc i al s e r vi c e pr o vi d er o per a tes i n c om pl i a nc e wi th m anda t or y
na t io n a l le g is l at i on , pr o v id i ng a p pr opr i at e w ork in g c o nd i t io ns , a d e qu a te a n d
agr e e d s t af f le v el a n d s t af f rat io , a n d a p p rop ri a te r e war d in g f or s taf f an d
v o lu nt e er s .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
NG O Ü h is e l t m and a tor y na t i on a l
l eg is l at i ons ar e f ol l o we d. Pr oc ed ur es
an d doc um ent s ar e bas e d on t hes e
l a ws .
St af f m em ber s ar e r e c og n is ed i n m an y
wa ys - m on et ar y r ec og n it i o n, t hr ou g h
of f ere d s po r ts p os s ib i l it i es ( l oc a l
s wim m ing c en tr e) , s taf f en g ag em en t
da ys an d e v en ts . A ls o l et ter s of t ha nk s .
W ork plac e r is k as s es s m ent s ys tem is i n
p lac e a nd r e v ie we d p e r i od ic a l l y.
13
11 . T he s oc i a l s er v ic e tr ai ns a l l s t af f bas ed on a p l an f or le a n in g a n d
de v e l opm en t a nd e va l ua t es th e ef f ec t i v en es s of th e tr a in i n g.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T here is a n a n nu a l p l a n f or s taf f tra i n in g
an d d e v e lo pm ent at the or g a n is a t io n .
T rai ni n gs ar e d is c us s ed in ye a r l y s t af f
s up er v is i on m eet i n gs .
A l l pl a n ne d a nd a tt e n de d tr ai n i ngs ar e
rec o rd e d in s p ec i a l tr a in i n gs f i le
(G o og l e Dr i v e) . T he r es ul t and
ef f ec t i ve n es s of th e tr ai n i ngs are
m eas ur ed a nd a ls o i n c l ud e d t o t h is file
f or e v er yo n e t o s e e.
Me as ur in g th e ef f ec t i v en es s of tr a i n in gs
is a ls o pa rt of a nn u al p la n r e v is i on .
12 . T he s oc ia l s er vic e pr o v i de r a pp l i es re q u ir em ents f or c om pet e n c e i n t h e
i de nt if ie d r o l es a nd f u nc t i ons of s t af f a nd e v a lu at es t hem o n a n nu a l b as is .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
14
A l l t h e s p ec i a l is ts in NG O Üh is e lt ha v e NG O s h ou l d c o ns id er d e v el o p in g m or e
a j ob d es c r i pt i on t h at c ons is t of work i ng s ubs t an t i ve and pr o per s t af f
tas k s , r i gh ts an d du t ies and a ls o e va l u at i on /s u p er v is io n proc es s (f orm s
req u ir ed qu a l if ic at i on f or wor k i n g i n th at an d m ee ti n gs ) s o t ha t a ll t he s k i l ls a n d
par t ic u l ar pos i t io n. T he y a ls o h a ve c om pet e nc es an d a ls o s hor tc om in gs
doc um en te d r e qu ir e d c om pe te nc es f or an d d e ve l opm e nt o pp ort u ni t ie s c a n be
s taf f m em ber s in t he ir St a nd ar d of d is c us s e d ( an d a ls o wri tt e n) i n m or e
Et h ic s a nd St af f wor k B as is doc um en ts . s pec if ic . From c urre nt d oc um ents th at
wer e p res e nt ed (s u pe rv is io n pro t oc o ls )
In S taf f wor k Bas is d oc um en t is wri tt e n th er e was m is s i ng s u per v is ors o p in i on
th at c om pet e nc es of s taf f are
an d a na l ys is . S t uf f e va l u at i on s h ou l d
d is c us s e d a nd e va l ua t ed in r eg u l ar
c ons is t bo th , s pec i a lis ts an d a ls o
bas is . O nc e a ye a r s t af f s up er v is io n s up er v is ors o pi n i ons .
m eeti n gs ar e c o nd uc t e d.
Et t ep a nek on k a al u d a or g an is ats i oo n i
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
tö öt aj at e ar en g u ves t l us t e s is uk am ak s
s taf f is f am i li ar wi t h th e r eq u ir em e nts m uutm is t - mh t öö t a j at e os k us te ja
f or c om p et enc es and a ls o wi th the
k om pet e nts i de ning p uu d uj ä äk i de ja
e va l u at i on p r oc es s .
are n g u võ im al us te lä b iar ut am in e ning
dok um en te er im in e. Ar en g u ves t lus p e ab
For s p ec i al is ts d ea l i ng wi th c l ie n ts
s is al d am a ni i t ö öt a j a k ui ka j uh i
s pec i a l on l i ne t im e - t a b le is c om pos e d,
h in n an g ui d , Pr a eg u s e l j uh u l oli
wh er e a l l th e ac ti o ns c an be f o l lo we d .
are n g u ves t lus e k ok k uv õt tes t pu u du j u hi
h in n an g.
13 . T he s oc i a l s er v ic e pr o v id er r ec o g n is e s th e s taf f as a r es ourc e f or
f ee db ac k on or ga n is at i on a l perf orm anc e , s er v ic e d e ve l o pm ent an d s taf f
de v e l opm en t
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
15
As s om e of t he s p ec i a li s ts ar e work i ng
par t- tim e it h as be e n dif f ic u lt t o f i n d
In v o l vem e nt of s ta f f m em bers in
s u it ab l e m eet i ng t i m es f or al l th e
org a n is a t io ns pl a nn i n g a n d m oni to ri n g par t ic ip a nts . From th e i nt er v i e ws wit h
proc es s is r eg u la t ed b y t he d oc um ent
s taf f m em bers re v ea l e d t h at t he y re a l l y
“St af f work b as is ”
ne e d m eet i ngs wh er e t he y c o ul d d is c us s
an d ex c h a ng e ex p er i enc es r el a te d t o
T he m an ag em en t i n v o l ves t he s t af f
c l ie n t - work . Im pro v em en t pr o pos a l is to
m os tl y b y r e g ul ar m eet i ngs , t el e ph o n e,
f in d wa ys f or t h e s p ec ia l is ts to h a ve
e- m ai ls .
th es e k i nd of r e g ul ar m eeti n gs .
T he p l an f or tr a i n i ng ac t i v it i es is b as e d
K un a pa lj ud s p ets i a l is ti d tö öt a v ad MT Ü -
on f e ed b ac k f r om s taf f .
s os a l is e k oorm us eg a , on o l n ud
Dur i n g t he i nt er v i e ws was v a l id a te d, k eeru l i ne l e id a re gu l aars e i d
th at s t af f is i n v ol v ed in s er v ic e k oht um is a eg u, et s p ets i a lis t id s a ak s id
de v e l opm en t as we l l as p l an n i ng th e ir om av ah e l k og em us i v ah e ta d a. Pü ü da
o wn d e ve l o pm ent . pa n us t a da j a p i ng ut a da s e l l e nim e l, e t
s e ll is e d k oh t um is e d s i i s k i as et le i ak s id .
14 . T he s oc i al s er v i c e pr o v i der h as m ec ha n is m s in p lac e t o en h anc e
s at is f ac t io n a nd m ot i v at i on of s t af f
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
16
St af f S at is f ac t io n S ur v e y is c a r r ie d ou t O rg an is at i o n s h ou l d als o c ons i d er
to ge t f ee d bac k f r om s taf f ab ou t t h eir c ho os i n g Ye ars B es t Co l le a gu e an d /or
s at is f ac t io n a nd m ot i v at i on . Ye ars bes t Ac t . T hi s is a ls o a g oo d
wa y t o rec o g ni ze a n d hi g h li g ht g oo d
A ls o re g u lar ( o nc e a ye a r ) s t af f
work .
s up er v is i ons ar e a wa y to dis c us s
im por ta nt t o p ic s an d p l ans . As ut us v õik s k aa lu d a Aas t a Par im a
K ol l e eg i võ i A as t a P a rim a T eo va l im is t ,
St af f m em ber s ar e r e c og n is ed i n m an y
s ee o l ek s to re vi is t un n us t ad a h ä id
wa ys - t hr o u g h of f er e d s por ts
tö öt u l em us i.
pos s i b i li t ies , s t af f eng ag em en t d a ys a nd
e ve n ts .
15 . T h e s oc i a l s e r vi c e p ro v i de r as s ur es th e r i gh ts of p ers o ns s e r ve d
ou t l in e d in a Ch ar ter of R ig h ts wh ic h is bas e d on t he E U C har t er of
Fu nd am en ta l Ri g hts , t he E ur op e an C on v e nt i on f o r t he Pr ot ec t io n of Hum an
Ri g hts a n d Fu n dam e nt a l Fre e dom s of the Cou nc i l of E uro p e an d o th er
i nt er n a ti o n al h um an r i gh ts c on v e nt i ons , es p ec ia l l y t h os e e l ab or at ed u nd er
th e U ni t ed N at i o ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
17
NG O Ü h is e l t h as a S ta n dar d of E th ic s
as b as is of et h ic a l be h a v io ur in t h e
org a n is a t io n . St a nd ar d of E th ic s ref ers
to r e le v a nt i nt er na t io na l a nd E ur op e an
reg u l at i ons .
Cl i e nts R i gh ts a nd R es p o ns ib i l it i es ar e
par t of th e ir Q u a l it y S t an d ar d ( f or s t af f ).
NG O Ü his e lt has s pec ia l c l ie nt
agr e em ent wh er e c l ie nts ri g hts ,
pos s i b i li t ies a n d d u ti es a r e r ec ord e d.
T his agr e em ent is d is c us s e d i n f irs t
m eeti n g wit h t h e c l i e nt . A l l c l i e nts s ig n
th is a gr eem en t.
Dur i n g the i nt er v ie ws it was a ls o
v a li d at e d th at s t af f is a war e of et h ic al
pr inc i p les in the or g a n is a t io n an d
c l ie n ts r i gh ts .
16 . T h e s oc i a l s er v ic e pr o v i d er inf orm s th e pers o n s er ve d a bo ut h is / h er
ri gh ts a nd d ut i es es pe c i al l y t o eq u a l tre atm e nt o n gr ou n ds of a g e, d is a b i li t y,
ge n de r , r ac e , r e l ig i o n or be l i ef an d s ex u al or ie nt a ti o n b ef or e rec e i vi n g t he
s er v ic es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
18
NG O i nf orm s s er v ic e us er s a b o ut th e ir It wou l d be n ic e wa y f or th e
ri gh ts an d d ut i es dur i n g the f irs t org a n is a t io n to pr om ot e Cl i e nts r i g hts
e va l u at i on an d pl a nn i ng m ee t in g wh ere an d d ut i es b y pres e n ti n g t h em als o i n
th e y a ls o s ig n s pec i a l c l ie nt a gr e em en t. org a n is a t io ns I nf o s t a nds .
T he ri g hts an d d ut i e s f oc us at e qu a l
K l ie n d i õ i g us e d j a k oh us tus e d võ ik s i d
tre atm e nt o n gr o un ds of ag e, d is a b il i t y,
ge n de r, r ac e, r e l i g i on and s ex u a l o ll a pr es e n te er it u d ka as u tus e i nf o
s te n di l j a / võ i s e i nt e l .
or ie nt a ti o n.
Dur i n g the in t er v ie ws wi th p ers ons
s er ve d was v a li d at e d t ha t they ar e
a war e of t h e ir r i gh ts a nd du t ies .
17 . T he s oc i a l s er v i c e pr o v id er h as ac c es s ib l e c om pl a i nt m ana g em ent
s ys tem wh ic h r e gis t e r s f ee d bac k o n perf orm anc e f rom pers o n s s er v ed ,
purc h as er s an d o th er r e le v a nt s t ak eh o ld ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
19
“C om pl a in ts m an a ge m ent Pr oc e d ure”
s ets the pr i nc ip l es of pl ac i ng a
c om pl a in t. T h er e ar e s e ve r a l wa ys t o
g i ve a c om p la i nt - b y e - m ai l , s p ec i a l
l et ter b ox or i n or g an is at i on we b - pa g e.
O ra l c om p la i nts ar e n ot r e gis t er e d , b ut
th e y a l wa ys gi v e t o c l ie n t p os s i b i l it y t o
rec o rd t h e c om pl a in t i n wr it te n f or m .
T here is c er t a in per i o d f or d ea l i n g wit h
c om pl a in ts , a ls o who ar e r es p o ns i b l e t o
s o l ve c er t a in c om p la i n t.
St ak eh o l der s ar e a wa r e of t h e r i gh t to
s ubm it a c la im i n c a s e of a n ee d b ut
s er v ic e us er s m os tl y p r ef er s o l v i ng
pro b l em s thr ou g h d i s c us s io n as th e y
f in d t he c om m unic at i on wi th s er v ic e
pro v i d er e as i er .
Com pl a i nts ar e d is c us s e d a ls o in
A nn u a l P la n r e v is i on m eeti n gs .
18 . T h e s oc i a l s er v ic e pr o vi d er res p ec ts t he f u nd am en ta l r ig h t t o s e lf -
de t er m in at i on of t h e per s o n s er ve d . T he y f ree l y de te rm ine t he ir po l i t ic a l
s ta tus an d f r ee l y p ur s ue t h e ir ec on om ic , s oc i al an d c u lt ur a l d e ve l o pm ent .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
20
Ri g ht t o s e lf - de ter m i na t io n is r e gu l at e d
wi t h Re h ab i l it at i o n W ork St an d ar d,
St a nd ar d of Et h ic s .
Ri g ht to s e lf - d et er m inat i o n is f irs t
d is c us s e d wh en c li e n t is en te r i n g th e
s er v ic e - dur i n g th e e v a lu at i o n pr oc es s .
E v al u at i o n on s e lf - d et er m in at i on is
c arr ie d ou t t hr ou g h In d i vi d u al P l ans ,
S er v ic e Us e r S a tis f ac ti o n Sur v e y an d
m onit or i ng of c om p la i n ts .
Ef f ec t i v en es s of c l ie n ts s e lf
de t erm in at i on is e v a l ua te d in An n ua l
P la n re v is i on r ep or ts / m eeti n gs .
19 . T he s oc i a l s er v ic e pr o v i der f ac i l i ta t es th e pers o n s er v e d in c ho os i ng
an d h a v in g ac c es s t o ad v oc at es a nd / or s u pp ort i ng pers o ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
21
T o ha v e ac c es s t o ad v oc at es an d/ or
s up p ort i n g p er s o ns ar e inc l ud e d as
par t of th e in d i v id u a l pl an n i ng proc es s
(pa rt of c l i en t a gr e em en t) .
T he n ee ds of s up p or t ar e d et ec t e d i n
i nd i v i du a l m ee ti n gs wi t h the pers o n
s er ve d and the ne e ds ar e as s e s s e d
c on t in u ous l y.
Dur i n g i n di v i d ua l m e et i ngs th e y a ls o
e va l u at e how t he y f ac i l it at e t h at
pers o ns s er v e d ge t ac c es s to th es e
s up p ort i n g per s o ns .
T he y a ls o c o o per a t e wit h d if f ere nt
un i o ns an d as s oc i at i o ns i n th a t m att er .
Ef f ec t i v en es s of c ur r en t to p ic is
e va l u at ed in A nn u a l Plan r e v is io n
rep or ts /m ee t in gs .
20 . T h e s oc ia l s er v ic e pr o v i d er def in es a n d doc um en ts its p o l ic y o n et h ic s
th at r es p ec ts a nd as s ur es th e d i gn i t y of th e p ers o ns s er v e d, pro tec ts th em
f rom un du e r is k an d pr om otes s oc i a l j us t ic e
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
22
St a nd ar d on Et h ic s is g u id e l in e on
et h ic s in the or g an is at i o n s er v ic e
pro v is i o n. A ll s taf f m em ber s g i ve
s i gn at ur e to c o nf ir m that th e y ar e
f am ili ar wi t h t his doc um ent a nd
pr inc i p les . D oc um ent s wi t h s i g na t ures
wer e a ls o pr es e nt e d.
St a nd ar d o n Et h ic s is als o pr es en t ed i n
org a n is a t io ns I nf o s t a nds .
Dur i n g t h e I nt er v i e ws was v a l id a te d th at
s pec i a l is ts ar e a wa r e of the S t an d ard
an d t he y us e t h es e pr inc i p les in t h e ir
work wi th p er s o ns s er v ed .
21 . T he s oc ia l s e r vic e pr o v id er op er at es m ec han is m s wh ic h pr e ve n t th e
ph ys ic a l, m ent a l a nd f i na nc i al ab us e of u s ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
23
Mec h an is m s to pr e v en t t h e ab us e of O rg an is at i o n s ho u l d c ons i d er e v al u at i n g
s er v ic e us e r s ar e doc um ent e d in th e ef f ec t i ve n es s of it s po l ic y to pr e ve n t
org a n is a t io ns S t an d ar d on Et h ic s . T her e ph ys ic a l, m en t a l a n d f in anc i a l ab us e of
are wri tt e n ac ti o ns ho w to pr e v e nt pers o ns s er v ed thr o ug h C li e nts
ab us e. F or ex am pl e Fe ed b ac k ( Sa t is f ac t i o n ) Su r ve y. As t h e
s ur ve y is c o n duc te d e ver y ye a r, i t c a n
th e y s ig n c on tr ac t ( agr e em ent ) a ls o inc l ud e t h is to p ic .
wi t h e v er y s er v ic e u s er , wh er e
c l ie n ts r i g hts , d ut i es , pos s i b i li t ies
are pr es e nt e d
He a võ im a lus o lek s hi n na t a om a
c l ie n ts ar e ver y we l l i nf orm ed v a im s e, f üüs i l is e ja f in a nts i l is e
wi t h a ll t h e r e le v a nt i nf or m at io n ärak as ut am is e en n e tam is e s üs t e em i
re la te d t o r e ha b i l it at i o n s er v ic es tõ h us us t l äb i k li e nt i d e rah u l o lu - u ur in g u.
th e y a l wa ys i nc lu d e s u pp or t in g
pers o n or f am i l y m em ber wh er e i t
is n ec es s ar y
wh e n p h ys ic a l c on t ac t is n e ed e d
dur i n g the s er v ic e s p ec i a l is t
a l wa ys as k s p er m is s i o n f ir s t .
S pec i a l is ts a r e ne v er al l o we d t o
c ros s t he l i ne of pr of es s i o n al
c om m unic a ti o n
NG O e v a lu a tes t h e ef f ec t i ve n es s of its
po l ic y to pr e v en t ph ys ic al , m en ta l a nd
f in anc i a l ab us e of p er s o ns s er v e d
thr o ug h in d i v id u a l m eet i ngs wi t h c li e nts .
T he r es u l ts in c o l lec t i v e le v e l ar e a ls o
d is c us s e d in An n u a l P l an r e v is io n
m eeti n gs / R ep or ts .
24
22 . T he s oc i a l s er v i c e pr o v id er pr o v i des s erv ic es i n a s af e s ys tem of
work i n g wit h in a s af e e n v iro nm en t t o e n s ure th e ph ys ic a l s e c ur it y of
pers o ns s er v ed , t he ir f am il i es a nd c ar e tak ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T here ex is ts F ir e S af e t y s ys tem ( s ig n e d O rg an is at i o n s h o ul d rec o rd c o nc re t e
b y a l l s t af f m em ber s ) an d pr i nc ip l es of pr inc i p les f or e ns ur i n g s af e t y ru l es f or
work p l ac e s af et y. Also l ic enc es f rom s pec i a l is ts wh o ar e v is it i ng c l ie n ts at
He a lt h Saf et y I ns pec t or a t e a nd R es c u e th e ir h om es . O r ga n is a t io n h as an
A ut ho ri t y we r e p r es e n te d. St af f o ver v i e w ( t im eta b le ) of s pec i a lis ts wh o
m em bers wh o wor k wi t h c li e nts ar e are vis i t in g c l ie n ts a nd wh e n ( o nl i n e) .
ob l i ga t ed t o h a ve r eg u l ar he a lt h - c o ntr o l. A ls o d ur i ng t he i n ter v i e ws wa s v al i d at ed
th at s p ec ia l is ts k n o w ho w t o be s af e ,
O rg an is at i o n e v a l ua t es work in g
bu t i t s h ou l d a ls o be d oc um en t ed .
c on d it i o ns an n u al l y.
V älj at ö öt am is t v aj a v ad k onk ree ts ed
k oduk ü las tus t e oh ut us nõ u de d
s pe ts ia l is ti d e le . Pra e g us ed
oh u tus n õu d ed on v ä ga ü l d is ed .
O rg an is ats i o on p eak s k irj a pa n am a
k onk tree ts e d põ h im õ tt ed , k ui d as t ag a da
tö öt aj at e o hu tus k od uk ü las tus t e k orr al .
23 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
a s e t of pr inc i p les , v a l ues a nd pr oc e d ur es t ha t go v er n b e ha v i o ur i n s er v ic e
de l i v er y c o nt a in i n g as p ec ts of c o nf i d en ti a l it y, ac c u rac y, pr i v ac y an d
i nt egr i t y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
25
St a nd ar d on Et h ic s is g u id e l in e on
et h ic s in the or g an is at i o n s er v ic e
pro v is i o n. A ll s taf f m em ber s g i ve
s i gn at ur e to c o nf ir m that th e y ar e
f am ili ar wi t h t his doc um ent a nd
pr inc i p les . D oc um ent s wi t h s i g na t ures
wer e a ls o pr es e nt e d.
St a nd ar d o n Et h ic s is als o pr es en t ed i n
org a n is a t io ns I nf o s t a nds .
Dur i n g t h e I nt er v i e ws was v a l id a te d th at
s pec i a l is ts ar e a wa r e of the S t an d ard
an d t he y us e t h es e pr inc i p les in t h e ir
work wi th p er s o ns s er v ed .
24 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
proc e d ur es f or as s ur i n g c o nf i d en t ia l it y of d at a re g ard i n g t he pe rs o ns s er v e d
an d t he s er v ic e pr o v i d ed t o t hem .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
26
T he pr oc e d ur es f or as s ur i ng
c onf id e nt i a li t y r eg ar d i ng th e pers o ns
s er ve d a n d th e s er v ic e pr o v id e d to t h em
are d ef i ne d an d d o c um ent e d in the
Q u al i t y St a nd ar d , Re ha b i l it at i on W ork
St a nd ar d a nd a ls o in S ta n da rd of
Et h ic s .
Cl i e nts I n di v i d ua l Pl a ns a nd doc um en ts
are he l d i n l oc k ed c l os e ts , c om p ut er
bas e d d oc um e nts ar e s ec ur e d wi th
pas s wo rds ( o n l y c er t a i n s p ec ia l is ts c a n
ha v e ac c es s ) an d s pec i al d at a
enc r yp t i o n is us e d f or s af et y.
Dur i n g t he i n te r v i e ws was v a l id a te d t h at
s er v ic e us er s ar e we l l a wa r e of th e ir
ri gh t f o r c onf id e nt i a l it y of d at a.
Doc um en ts ( St an d ar ds ar e r e v i e we d wi th
s taf f m em ber s a n d c l i e nts r e g u lar l y.
25 . T h e s oc ia l s er v i c e pr o v i d er def in es th e r o les a n d r es po ns ib i l it i es ,
au t hor i ti es a nd t he i nt er r e la t io n of a l l p ers o n n el wh o m a na g e, d es ig n,
de l i v er , s up p or t a n d e v a lu at e t he s er v ic e pr o v is i o n to pers o n s er v ed .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
27
T he ro l es a nd r e s po ns i bi l i ti es of
m anag em en t is d ef i ne d in
org a n is a t io n` s s t a tu te ( a va i l ab l e a ls o in
we b- pa g e) a nd in Q ua l it y S t a nd ar d .
Ro l es a n d r es po ns i bi l i ti es of s p ec ia l is ts
are d ef i ne d in R e ha b i l it at i on W ork
St a nd ar d an d a ls o i n j ob d es c r ip t io ns .
Br i ef des c r i pt i o ns ar e als o a v ai l a bl e i n
org a n is a t io ns web - p a g e.
26 . T h e s oc i a l s er v ic e pr o vi d er work s i n p art ners h i p wi th o th er or g an is at i o ns
i n th e pr o v is io n of s er v ic es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
28
NG O Üh is e lt wo r k s i n par tn er s h ip wit h
ot h er or g an is at i o ns in pr o v is io n of
s er v ic es . T he y h a ve go o d p ar tn ers h ip
wi t h T art u N ur s i n g H om e, Loc a l
Un em pl o ym e nt O f f ic e, T ar tu S wim m ing
Ce ntr e , T ar tu H o te l s ( f or pr o v id i n g
c l ie n ts ac c om m odat i o n s er v ic es ) and
ot h er or ga n is a t io ns .
T he c o o- o p er a t io n wi t h f un de r is m os tl y
wi t h l oc a l de p ar tm en t. W ith m ain of f ic e
th e c o o pe r a t io n is u s ua l l y dur i n g t he
f in anc i n g a gr eem en t ne g ot i at i on or
wh e n f un di n g a ge nc y is per f orm in g
au d its .
A dd e d v al u e of its p ar t n er s h i p is
e va l u at ed b y an n ua l p la n a n d in 20 1 2
an n ua l pl a n r e p or t was d o ne v er y
th or ou g h l y.
From an n ua l p la n ( 20 1 3) was a ls o
v is ib l e t ha t NG O c on t r i bu tes to f i n di n g
ne w par tn er s . R ec e nt l y they j o i n ed
Es t o n ia n Me n ta l He a lt h and W elf are
Co a l it i on whe r e t he y wor k i n p ar t n ers h i p
wi t h m an y ot h er or g a n is a t io ns to
im pro v e m en t al he a lt h i n Es t on i a.
In ter v i e ws wi t h p ar tn er s g a v e c er ta i nt y
th at NG O c o ns id er s par tn ers h ip
im por ta nt .
27 . T h e s oc i a l s er vic e p r o v i de r work s i n p art n ers h i p wi t h p ers o ns s e r ve d,
purc h as er s an d o th er s tak e ho l de rs i n th e d e v e lo pm en t of s er v ic es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
29
Str e n gt hs Im pro vem e nt & de v e lo pm ents
P art n ers h i p wit h p er s ons s er ve d in t h e
de v e l opm en t o n s er v i c es is or ga n i ze d
thr o ug h s p ec ia l f ee d b ac k qu es t io n na ir es
bu t a ls o d is c us s ed in m eet i ngs wi t h
c l ie n ts .
P art n ers h i p wit h f un d er i n t ha t t op ic is
m ain l y do n e b y e - m ai l s a nd a ls o d ur in g
th e f in a nc i n g ag r e em ent n e go t ia t io n or
wh e n f un di n g a ge nc y is per f orm in g
au d its .
In v o l vem e nt to ne e d s as s es s m ent of
pers o ns s er v e d is or g an is e d by
f ee db ac k q ues t io n n air es .
28 . The s oc i a l s er v ic e p ro v i de r inc l ud e s p ers o ns s er v ed as ac t i v e
par t ic ip a nts in p la n n in g a nd h a ve s et u p ap pra is a l m ade up of on - go i n g of
an o n- go i ng s tr uc t ur e d d i a lo g u e pr oc es s in th e m an ag em en t of t h e s er v ic e ,
i nc l u d in g th e d ef i ni t io n of th e n ee ds , t h e d ef i n it i on of t h e s er vic es , as we l l
as of t h e e v al u at i on of q u al i t y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
30
T he pr inc i p les and pr oc e d ur es f or
i n vo l v i ng p er s ons s er ve d as ac ti v e
par t ic ip a nts ar e doc um en te d in
Re h ab i l it at i o n S er v ic e W ork Sta n dar d .
T he m ai n m et h ods f or inc l ud i n g th e
pers o ns s er ve d ar e bas e d on th e
i nd i v i du a l p l an n i ng pr oc es s - pl a n ni n g
an d e v a lu a ti n g. They s i gn s e r vic e
agr e em ent wi t h e v er y c l ie nt a nd i n t ha t
agr e em ent c li e nts wr ig h ts , d ut i es ,
c onf id e nt i a li t y is s ues , s er v ic e
pos s i b i li t ies , i n d i vi d u a l ap pr o ac h an d
par t ic ip a ti o n o pp or t u ni t ie s are
d is c us s e d.
Dur i n g th e in t er v ie w wi t h p ers ons
s er ve d au d it or go t c onf ir m at io n t h at
th e y ar e in v o l v ed in p la n n in g and
e va l u at i ng s e r vic e d e l i v er y.
29 . T he s oc i al s er v ic e pr o v id er i ns t it u tes an a nn u a l e v a l ua t io n of
par t ic ip a ti o n of per s o n s s er v e d bo t h o n i nd i v i du a l a nd / or gr ou p b as i s .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
31
T here is c ar r i ed ou t e va l u at i ons
an n ua l l y, bo t h an i nd i v i du a l ( s p ec ia l
f ee db ac k f or m s ) and i n g r o u p b as is .
B ot h the f or m s an d a n a l ys es we re
pres e nt e d.
S er v ic e Us er S at is f a c ti o n S ur v e y is
c arr ie d o ut to e va l u at e th e l e v el of
s at is f ac t io n wi th s er v i c es , pa r t ic ip a ti o n
an d i n vo l v em ent , c on n ec t i on wi t h
s pec i a l is ts a n d c o nf i d en t ia l i t y.
In d i v id u al P la ns ar e e v a lu at e d r e gu l ar l y
an d c h an g es m ad e d ur in g th e s er v ic e
per i o d if nec es s ar y.
In ad d it i on it was c on f ir m ed d ur in g t he
i nt er v ie ws of p er s ons s er v ed t h at t he y
are in v o l v ed in t h is e v a lu at i o n.
30 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s pec if ic i ns tr um ents f o r us ers t o
im pr o v e t he ir pe r s o n a l em po werm e nt a n d pers o na l s it u at i on a nd . t ha t of
th e ir c om m un it y
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
32
Q u al i t y S t an d ar d a nd s taf f tr a i n in gs Im pro vem e nt pr op os a l is to ref lec t a ls o
g i ve f ram e wo r k f or em po wer m e nt of i nd i v i du a l ac hi e v em en t s in o rg a nis a ti o n
s er v ic e us er s . c l ie n t s a t is f ac t i o n r e por ts . D ur in g th e
i nt er v ie ws t hes e i n d i vi d ua l
Ex am pl es of ta n g i b le r es u lts in
ac h i e v em ents wer e v er if i ed , b ut it is
c o ll ec ti v e le v e l wer e pr es en t ed in
im por ta nt a ls o c o ll e c t t h is k i nd of
Cl i e nts S a t is f ac t i on S ur ve y. i nf orm at io n.
Dur i n g t h e i nt er v ie ws wi t h par tn ers a n d
S oo v i ta n k aj as t ad a k l ie n ti d e r a hu l o lu -
c l ie n ts a ls o i nd i v i du a l s uc c es s - s t or ies
uur i n gus k a k l ie n ti d e i s ik l ik k e s aa v ut us i.
wer e pr es en te d .
31 . T he s oc i a l s e r v ic e pr o v id er o p er a tes s pec if ic m ec h a n is m s f or
es t a bl is h in g a n em po w er in g e n v iro nm en t.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Pr i nc i p l es of em po we r m ent are
reg u l at e d i n Q u al i t y S t an d ar d.
O rg an is at i o n h as f o r m ula te d s p ec if ic
em po werm en t m eas ur es i n 3 c a te g or ies :
em po werm en t of s t af f , em po wer m en t of
c l ie n ts an d em po we r in g e n vir o nm ent .
W ork ing wi th th es e 3 as p ec ts at th e
s am e tim e is im po r t an t f or th em to
pro v i d e f or t h e ir c l ie n ts b ot h
em po wer i ng s e r vic e s an d e n v ir onm en t.
33
32 . T he s oc i al s er v ic e pr o v i der s e lec ts pr ogr am m es wh ic h are bas e d o n a
ne e ds as s es s m ent at th e l oc at i on wh ic h i s m os t c o n ve n i en t f o r th e p ers on
s er ve d , f am i l y a nd c a r e tak er s
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Ne e ds of c u r r e nt s er v ic e us er s a re
s ta te d i n i n d i vi d u al pl a ns .
Ne e ds of po te n ti a l p er s o ns s er v ed ar e
i de nt if ie d m os tl y thr o ug h C l i en ts
Fe ed b ac k Sur v e y a nd bas e d o n a na l ys is
of eac h i nd i v i d ua l p l an ( c ont i n u it y n e eds
of s er v ic es ) . They a ls o c o l lec t t h e ir
i nf orm at io n in City a dm in is tra t io n
s ur ve ys am ong loc a l p op u l at i on .
NG O Üh is e lt of f er s s er v ic es in th e ir
room s i n T ar t u C it y Ce nt er , in T ar t u
S wim m ing C en t er A ur a a nd if c li e nt is
no t a b l e t o c om e t o th e or g a nis a ti o n
th e n s pec i a lis ts ar e v is it i n g t h em at
th e ir h om es . Se r vic es ar e a ls o of f ere d
in nu rs i n g h om es ( for n ur s i n g h om e
c l ie n ts ).
33 . T he s oc i a l s er v i c e pr o v id er of f ers p rog ram m es c ons is te n t wit h t h e
i de nt if ie d n ee ds of i ts c us t om ers an d o bj ec t i v es f or t h e pr ogr am m e.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
34
Fu nd er`s ne e ds are dis c us s e d and
agr e e d wh i l e m ak in g s er v ic e
agr e em ents . E v er yd a y c o op er at i on is
org a n is e d m os t l y wi t h F u nd er s l oc al
de p artm en t. C oo p er a t i on wi t h F un d ers
he a d of f ic e is m os t l y wi t h e - m ai ls .
Ne e ds of f un de r s , s o c i al pa r t ne rs a nd
c l ie n ts ar e a ls o r eg u l at ed t hr o ug h
s pec i a l f e e db ac k q u es ti o nn a ir es .
Re ac hi n g t he o bj ec t i v es a n d m eet i ng
th e ne e ds of t he p er s o ns s er v e d is
c on d uc t e d wi t h c l i en ts i n d i vi d ua l p l a ns .
A nn u a l Pl a n r ef l ec t th e r es u lts a nd
be n ef i ts of c o - o p er a t i on wi th d if f er en t
s tak e ho l de r s .
34 . T he s oc i a l s er v ic e pr o v i der o per at es in d i v i du a l pr oc es s es t h at are dr i ve n
b y th e n e eds of t he p e r s on s er ve d .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
35
Ne e ds of p er s o ns s er v ed ar e d is c us s ed
an d a gr e ed f r om th e m om ent c li e nts are
en t eri n g t he s er v ic e.
S er v ic e us er s h a ve I nd i v i du a l P l a ns
wh er e c l i e nt´ s s pec if ic g o a ls - d es ire d
s it u at i ons , o ver a l l go a ls , s p ec if ic
m eas ur ab l e o bj ec ti v e s , m eth o ds ar e
wri tt e n . The c l ie nt a nd NG O
rep res e nt at i v e s i gn c l ie n t a gr e em ent
bef ore e n ter i n g th e s e r v ic es .
35 . T h e s oc i al s e r vic e pr o v id er d oc um ents t he p l a nn i n g of s er v ic e s b as e d o n
th e id e nt if ic a ti o n of in d i vi d ua l n ee ds an d ex pec t at i ons of p ers ons s er ve d i n
an I n d i vi d ua l P la n.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A l l s er v ic e us e r s have an In d i v id u a l
P la n . I nd i v i d ua l p l ans c o nt a in t he
des ir e d s i t ua t io n of t h e p er s ons s er v ed ,
go a ls , m eas ur ab l e o bj ec ti v es ,
i nt er ve n t io ns .
E ac h In d i v id u a l P l a n is a gr ee d b y t he
pers o n s er v e d or h is /h er g ua r d i an . NG O
s i gns s er v ic e agr e e m ent wi th every
s er v ic e us er .
36 . T he s oc i al s er v ic e pr o v i d er i d e nt if i es , d oc um en ts , a nd m a in t ai ns t he k e y
s er v ic e d e l i ver y pr oc es s es t o th e p ers o ns s er v ed in l i n e wi th its vis i o n,
m is s io n s ta t em ent a n d q u al i t y p ol ic y.
36
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he k e y s er v ic e d e l i v er y p r oc es s es ar e
i de nt if ie d an d wr i tt e n in “ R eh a b il i ta t io n
S er v ic es wor k St an d ar d” . Pr oc es s es ar e
re v ie we d ( i nt er na l a ud i ts ) on r e gu l ar
bas is .
In te gr at i o n of m is s i o n an d q ua l it y p o l ic y
i nt o th e s er v ic e d e li v er y is e v i d en t a nd
s taf f m em ber s ar e we ll a wa r e of t h e
qu a l it y s t a nd ar d.
37 . T h e s oc i a l s er v ic e pr o v id er r e vi e ws th is d e l i ver y p roc es s a n d m ain t ai ns
c on tr ol o ver t h e d el i v e r y of th e s er v ic e.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
NG O Üh is e lt m oni t or s th e p er f or m anc e
of t he k e y s er v ic e d e li v er y pr oc es s es
thr o ug h in ter n a l a ud i ts ( r e g ul ar l y) .
In ter n a l a u di ts ar e dis c us s ed a nd
re v ie we d in m ee t in g s wi th s t af f an d
rec o rd e d.
In ter n a l a ud i t r es ul ts a r e m ade a v a i la b l e
f or s t af f an d wr it te n in an n u al plan
rep or ts .
37
38 . T he s oc i a l s er v ic e pr o v id er e ns ur es th at the pers o n s er v ed c a n ac c es s a
c on t in u um of s er v ic e s th at s p a n f rom ea rl y i n ter v e nt i o n to s u pp or t a nd
res p o n d t o c h a ng i n g r eq u ir em ents o v er t im e .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
As t h e f i na nc i ng pr oc es s i n Es t o n ia is
an n ua l a nd i t is no t c l ear h o w m uc h
m onet ar y r es o ur c es th er e wi l l be
a va i l ab l e nex t ye ar , t he n N G O Ü h is e l t
he l ps t he ir c us t om er s b y p ut t in g t h em in
wa i ti n g lis t ( it m ak es th em to g e t t he
s er v ic es e ar l i er ) a nd at t he s am e t im e
a ls o m ak es s p ec i a l h om e - pr ogr am s f or
th e ir c l i e nts . T he y a ls o wor k i n c o -
op er at i o n wit h l oc a l u n - em pl o ym e nt
of f ic e , l oc a l m un ic i pa l i t y and
ed uc at i on a l i ns t i t ut i on s .
E v al u at i o n of c o nt i nu i n g s er v ic e
de l i v er y is carried ou t by a n nu a l
p la n ni n g/r e v i e wi ng pr o c es s .
39 . T he s oc ia l s er v ic e pr o v i d er d e ve l o ps a s eam l es s c o nt i n uum of s er v ic es a nd
red uc es b ar r ier s i n a m ult i - d is c i p li n ar y or m u lt i - ag e nc y s et t in g .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
38
For NG O Ü h is e l t i de n tif yi n g a nd f i n di n g
bar ri ers is a wa y to m on it or the
s eam l es s c on t in u um of s er v ic es . I t is
org a n i ze d m os t l y t hr o u g h in d i v id u a l
p la ns , b ut a ls o wi t h C l ie n ts S a tis f ac t i on
S ur ve y.
B arr iers ar e r ep or te d i n an n u al r ep or ts .
B ig g es t b ar r ie r f or t h e or g a nis a ti o n is
th e f ac t th at t h e y wor k in th e 2 f lo or of
th e b u il d i ng wh er e is no el e v at or s , s o it
is im pos s i b le f or th e whe e lc h a ir us ers
to v is it th e or ga n is a t i on . T he r ef or e th e y
dec i d ed t o l au nc h ho m e v is its , s o t h at
e ver yo n e c an ha v e th e s er v ic e th e y
ne e d.
NG O of f er s s er v ic es by d i f f ere nt
s pec i a l is ts e n s ur in g t ha t
m ult id is c i p li n ar y a pp r oac h could be
ap p l ie d . I n c as e of a ne e d t h er e is
a l wa ys o pp or t u n it y t o c oo p er at e wi t h
l oc a l s c h oo ls , un e m plo ym e n t of f ic e ,
S wim m ing c e nt r e , T ar tu c it y t o m ak e it
pos s i b le f or t h e c li e nts to g et a l l t h e
s er v ic es t h e y n ee d
40 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s er v ic es f rom a h o l is t i c a p pro ac h
bas e d o n t he ne e ds a nd ex p ec ta t io ns of t h e p ers o n s er ve d wit h th e a im of
im pro v i ng t h e qu a l it y of lif e f or t h e pe rs o n s er ve d .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
39
Q u al i t y of L if e and m eas ur es of
en h anc i n g Q u a l it y of L if e of s er v ic e
us ers ar e i nt e gr a t ed i nt o per s o n c en tr ed
p la n ni n g.
In d i v id u al p l a ns ar e m onit or e d, r es u lts
as s es s e d a nd r ep or t e d .
O rg an is at i o n has also la u nc h e d
s pec i a l m eas ur em ent to o l, t o m eas ur e
th e ef f ec t i ve n es s of r e h ab i l it at i o n
s er v ic es to t h e c l i e nt s qua l i t y of l if e .
T he y h a ve j us t s tar t e d t o us e t h is t oo l
an d it a l l o ws to g et t he r es u lts a ls o i n
i nd i v i du a l as i n c o l l ec t i v e l e ve l .
41 . T h e s oc i al s er v ic e pr o vi d er i d en t if i es t he ne e de d c om pe te nc es , s k il ls
an d s u p por t f or s taf f t o e nh a nc e t h e qu a l it y of lif e f or p ers o n s er v ed .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
40
Sk i lls a nd c om pe te n c i es f or s t af f to In au d it ors po i nt of v ie w s k il ls a nd
en h anc e q ua l it y of l if e of p ers o ns c om pet e nc ie s f or s taf f to e nh a nc e
s er ve d ar e doc um en t ed in th e ir qu a l it y of l if e of p ers ons s er v ed s h ou l d
St a nd ar d of E th ic s an d S taf f wor k B as is a ls o b e d oc um ent e d i n j o b d es c r ip t io ns .
doc um en ts .
P ers o n a li t ea dm is e d, os k us e d ja
In S taf f wor k Bas is d oc um en t is wri tt e n k om pet e nts i d v õ ik s id ol l a k irj as ka
th at c om pet e nc es of s taf f are am etij u he n d it es .
d is c us s e d a nd e va l ua t ed in r eg u l ar
bas is . O nc e a ye a r s t af f s up er v is io n
m eeti n gs ar e c o nd uc t e d.
T rai ni n g s ys tem g i v es a n o pp or tu n it y t o
be m ore s k il l ed a nd ha v e h i gh er
c om pet e nc es i n or de r to b e a b l e to
s up p ort a n d em po wer s er v ic e us ers .
42 . T h e s oc i a l s er vic e pr o vi d er i de nt if ies i ts bus i n es s r es u l ts a n d pr o vi d es
f orm al p er io d ic a n d i nd e pe n de n t re v i e w a nd pr oc e d ures to ac h ie v e t h e
tar g et ed r es u l ts .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
41
NG O Ü h is e l t h as An nu a l Pl a n wh ere
th e y s e t t h e ye a r s o b j ec t i v es a nd th e n
th e y c om pi l e a n nu a l r ep or ts wh er e t he y
m eas ur e and report p er f or m anc es
ag a i ns t b us in es s o bj e c ti v es .
In ter n a l a u d its ar e c ar r ie d o ut by
m anag er to m eas ur e th e p er f or m anc e
an d res u lts ( onc e a ye ar ) .
Ex t er n al a u di ts ar e c ar r i ed o ut by
f un der . L as t a ud i t was c on d uc t e d i n
s pr in g 2 0 13 a nd th e r es u l ts wer e v er y
go o d, o n l y o ne m in or r em ar k was m a de .
Dur i n g th e i n ter v i e w wi t h f un der c on tr o l
of f ic er wa s v a l i d at ed th at t he y ar e v er y
s at is f i e d wit h NG O - s qu a l it y of s er v ic es
an d m ana g em ent .
43 . T h e s oc i al s er v ic e pr o vi d er i d en t if i es an d re g is t ers t he ou t c om es a n d
be n ef i ts f or p er s o n s er ve d of th e rec e i v e s er v ic es on in d i v i du a l a nd
c o ll ec ti v e b as is .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
42
W ithi n in d i v id u a l p la n n in g pr oc es s e ac h
i nd i v i du a l ’s o u tc om es an d be n ef i ts ar e
m eas ur ed .
O rg an is at i o n has also la u nc h e d
s pec i a l m eas ur em ent to o l, t o m eas ur e
th e ef f ec t i ve n es s of r e h ab i l it at i o n
s er v ic es t o c li e nts q ua l i t y of l if e. T h e y
ha v e j us t s t ar te d to u s e th is t oo l a n d it
a ll o ws to g et the r es u l ts a ls o in
i nd i v i du a l as i n c o l l ec t i v e l e ve l .
44 . T he s oc i a l s er v ic e pr o v id er e v a l ua tes its bus i n es s res ul ts i n or der to
de t er m in e b es t va l u e f or purc h as ers an d f u nd ers ( ‘b es t v a lu e ’ c a n a ls o be
ex pr es s e d i n r e la t io n to t h e i nc re as ed qu a l i t y of lif e of f ere d t o th e p ers o n
be i n g s er v ed) .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
43
S er v ic e a gr e em en t wit h t h e f u nd er is
d is c us s e d an d e v a l ua t ed an n ua l l y.
Cl i e nts In d i v id u a l p l an s wi th o bj ec t i ves
an d b en ef i ts ar e r e gu l ar l y e va l u at ed
wh ic h e ns ur es t ha t a dd e d v a lu e of th e
s er v ic es f or q u al i t y of l if e is m on it or ed .
O rg an is at i o n has also la u nc h e d
s pec i a l m eas ur em ent to o l, t o m eas ur e
th e ef f ec t i ve n es s of r e h ab i l it at i o n
s er v ic es t o c li e nts q ua l i t y of l if e. T h e y
ha v e j us t s t ar te d to u s e th is t oo l a n d it
a ll o ws to g et the r es u l ts a ls o in
i nd i v i du a l as i n c o l l ec t i v e l e v e l .
B as e d o n c l i en ts s a tis f ac t i on s ur v e y,
c l ie n ts po i nt e d o ut as ad v a nt a ge NG O - s
l oc a t io n (city c entr e , go o d
tra ns por t at i on pos s i bi l i ti es e tc ),
pos s i b i li t y to us e s wim m ing c e ntr es
s er v ic es , ac c om m oda t io n ex is t e nc e
(c oo p er at i on wit h local ho te ls ) and
hom e- s er v ic e o p po r t u n it i es .
T artu N urs i ng Hom e p o in te d o u t as b es t
v a lu e f or th e ir c l ie n ts an d p er s o n ne l is
th e o pp or tu n it y t ha t NG O - s s p ec ia l is ts
are of f er in g t h ei r s er v ic es o n s i t e a n d
a ls o or ga n i ze e d uc a t i on a l an d pr ac t ic a l
tra i n in g f or th e ir c l i e nt s a n d per s o n ne l .
45 . T h e s oc i a l s er v i c e pr o v i d er e va l ua t e s th e i nd i v i d ua l a nd c o l lec t i ve
s at is f ac t io n of pe r s o n s s er ve d an d ot h er s tak e ho l de rs b y i nt er n a l a n d/ or
ex t er na l e v a l ua t io n.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
44
Str e n gt hs Im pro vem e nt & de v e lo pm ents
S at is f ac ti o n S ur v e y of per s o ns s er v ed is O rg an is at i o n s h ou l d c ons i der f i n d in g
c arr ie d ou t onc e a ye ar . T h ere is m ore wa ys t o c om m unic at e wi th f un d er.
op p ort u n it y f or c l ie nts to g i v e f ee d bac k Fe ed b ac k re la t ed t o s at is f ac t io n c a n be
af ter th e s er v ic e a n d a ls o i n s er v ic e e va l u at ed s im il ar t o p ar tne r s.
pro v i d er h om epa g e.
As ut us v õ ik s l e id a p a rem ai d v õ im al us i,
Fu nd ers S at is f ac t i on was d em ons tra te d et s a a d a ra has taj a t ag as is id e t (l is ak s
thr o ug h m oni t or in g t h e s er v ic e an d i n j äre l v a l ve l e). R ah as ta j al t v õik s k üs i da
s om e c as es e - m a ils wer e ex c h a ng e d. ka rahu l o lu te e nu s te g a (s ar nas e lt
par t ner i te g a).
A nn u a l Pl a n s e ts t he pr i nc ip l es f or
as s ur i n g a p pr o pr i at e an d obj ec t i v e
m eas ur em ent of s a tis f ac t i on of
s tak e ho l de r s .
46 . T he s oc i a l s e r v ic e pr o v id er p ro v i des ac c es s i b le an d e as il y
un d er s t a nd a b le r ec or ds on o utc om e, i nc l ud i n g p ers o na l p erc e pt i on a n d
ac h i e v em ents
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
NG O Üh is e lt c om p i l es onc e a ye ar
doc um en t An n u al Ec o nom ic Re p ort a n d
a ls o A n nu a l Re p or t ( ye a r s o bj ec t i v es ,
res u l ts etc ) . F ir s r e po r t is a ls o a v ai l a bl e
i n we b pa g e.
S ec o n d d oc um ent m enti o n ed a bo v e
c on t ai ns als o per s o n a l p er c e pt i ons an d
ac h i e v em ents and is i n tr o d uc e d to
pers o n ne l .
45
47 . T h e s oc i a l s er v ic e pr o v i d er ac t i v el y d is s em in at es org a n is a t io n perf orm anc e
am ong its s t af f , s er v ic e us er s an d ex t ern a l s tak e ho l de rs .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Inf orm at i o n ab o ut or g an is at i ons A nn u a l re p ort wi t h an n ua l res u lts ,
s er v ic es , r ec en t n e ws /e v e nts and ac h i e v em ents a nd p er s on a l pe rc e pt i o ns
A nn u a l Ec o n om ic Re p or t is a v ai l a bl e i n s ho u l d a ls o be m a de a v a i la b le f or
org a n is a t io n` s we b p a ge . A ls o r es u l ts of par t ners a n d f u n der . It c a n be s e n t b y
c l ie n t`s s at is f ac t io n wi th t h e s er v ic es o n e- m ai l. It c o u ld a ls o be wa y t o ge t
c o ll ec ti v e l e v e l. f ee db ac k o n ye a r`s p e rf orm anc e .
Res u lts ar e d is c us s e d in m ee t in gs wi t h O l u li n e on t ea v i ta d a om a te g e vus a as t a
s taf f an d in d i v i du a l ac h i e v em ents an d tu l em us tes t ka ol u l i s i p art n er ei d ja
perc e pt i o ns of s er v ic e us er s are rah as taj at . A as t a p la a n i s is ul i n e r a por t
d is c us s e d on in d i v i du a l b as es . v õ ik s ol l a k ätt es a a d a v k od u l eh e l j a / võ i
s aa d et u d p art n er it e le e - m ai l i t ee l . S e l l e
A l l re l e va n t r e p or ts a nd d oc um en ts ar e
k aud u on hea v õ i m alus s a a da ka
m ade a v ai l a b le f or s t af f in G o og l e ta g as is i d et om a te g e v us t e le / t e en us te l e.
Dri v e .
Inf orm at i o n f or c l i e nts is m ade a v a i la b l e
a ls o in o rg a nis a ti o ns I nf o S ta n ds .
48 . T h e s oc ia l s er v i c e pr o v i d er has a s ta n dar d pr oc e d ur e f o r c o nt i nu o us
im pro v em ent on t h e b as is of a n im pr o vem en t c yc l e.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
46
Co nt i n uo us im pr o v e m ent pr oc es s is
doc um en te d in Q ua l i t y S t an d ar d. T her e
ex is ts a P DC A c yc l e i n an n ua l p l a nn i ng
an d i t`s re v i e wi ng pr o c es s .
Q u al i t y im pr o vem en t pr oj ec ts wer e
doc um en te d .
49 The s oc i a l s er v i c e pr o v i der i d en t if i e s perf orm anc e i n d ic at ors f or
m eas ur in g t he r es u l ts of t h e im pro v em ent ac ti o ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
As org a n is a t io n has j us t s ta r t ed (2 0 13) In 2 01 4 a nd f urt h e r A n nu a l P la n`s
th e ir a n nu a l p l a nn i ng an d m an y o t her of org a n is a t io n s h o u ld c rea te s p ec i a l
th e ir proc es s es , t he n A nn u a l Pl a n 20 1 3 s ec t i on f or im pro v em en t pr oj ec ts an d
c ons is t m os t l y of im pr o vem en t pr oj ec ts , perf orm anc e i n d ic a to rs f or m eas ur i ng
perf orm anc e i n d ic a to r s f or m eas ur i ng th e r es u lts of a l l im pro v em ent p roj ec ts .
th e res u lts of a ll im pr o vem e nt p roj ec ts
20 1 4 a as t a pl a a nis (j a ed as pi d i) v õik s i d
wer e s e t.
o ll a par e nd us proj ek ti d k aj as t at u d n .ö
Im pro vem e nt pr oj ec t s obj ec t i v es ar e era l d i v a ldk o nn a na . Ig a l e proj ek ti l e
def in e d a nd r es u l ts m eas ur e d pe ak s i d ol em a s ea t u d i nd ik aa t or id j a
tu l em us e d m õõ de t ud .
50 . T h e s er v ic e p r o v i der in tr od uc es an d m an a ges in n o va t i ve wa ys of work i ng
th at ha v e b ee n i d en t if i ed bas e d on t h e n ee ds of s tak e ho l d ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
47
Str e n gt hs Im pro vem e nt & de v e lo pm ents
NG O Üh is e lt c o ns id er s ap p l yi n g for As or ga n is a t i on is us in g m an y
E qu as s As s ur anc e Ce r tif ic a t e as o n e of i nn o v at i v e m eth o ds i n t h e ir work , t h e
th e ir b ig g es t in n o va t io n pr oj ec t i n 2 01 3. res u l ts s ho u ld a ls o b e rec ord e d. A ud i t or
c ou l d s ee d es c r ip t io ns of th es e m eth o ds
T he y ar e us i ng s om e in n o va t i ve
bu t n ot res u lts ( ex c ep t for E qu as s
wa ys /m eth o ds of wo r k ing and th es e proj ec t ).
m etho ds ar e i ntr o du c ed in we b - p a ge
an d a ls o a v a i la b l e f or p er s on n el in S ea dk e k õ ik id e le
G o og l e Dr i ve . i nn o v ats i oo n i proj ek ti d e le e es m ärg i d j a
m õõtk e n e n de t u lem us i ( n ä it ek s
aas t ap l aa n is ) . Pr ae g u s e l j uh u l o l i
dem ons tr ee ri t ud m itm e id in n o va at i l is i
tö öm eet o d ei d , k u id n e nd e t u lem us i e i
o ln u d m õõ d et ud ( v. a E qu as s pr oj ek t).
48
4. Agreed additional development / improvements
Topic 1: Develop staff competences and qualification
Goal: To provide various high-quality services to persons served, including raising
specialists qualification in relation to clients needs evaluation and risk analysis.
Actions:
Writing the project
CARE- methodology trainings for all specialists dealing with clients
Training the physiotherapists in relation to risk analysis of clients working
environment (to support clients in their work)
Offering special experience-consulting service to NGO-s clients in co-operation with
project partner NGO Händikäpp
Date: june 2014
Topic 2: Expanding partners network, participating in Estonian Mental Health
and Welfare Coalition`s w ork
Goal: Be informed of developments in rehabilitation services and expand partners network to
offer various services for our clients
Actions:
Take part of organised partners meetings
Date: till 2015, meetings every month
Topic 3: To organise self-help group meetings and practical information meetings for
persons served
Goal: Rise awareness of persons served and their family members and supporters in
different situations
Actions:
Collect information from clients, family members and supporters
Specialists training/preparation
Events preparation
Date: events once a month starting in 2014.
49
Arendusvaldkonnad 24. kuuks:
Teema 1: MTÜ Ühiselt spetsialistide arendamine ja kvalifikatsiooni tõstmine
Eesmärk: Puuetega inimestele pakutavate teenuste laiendamine ja kvaliteedi tõstmine
Tegevused:
projekti kirjutamine Avatud Eesti Fondi
asutuse personali koolitamine CARe (kõikehõlmava rehabilitatsiooni) metoodika
osas, et aidata parandada psühhosotsiaalselt haavatavate klientide elukvaliteeti ning
toetada nende taastumist.
koolitada meie füsioterapeute töökeskkonna riskianalüüsi koostamise osas, et
pakkuda klientidele lisaks rehabilitatsiooniteenustele nende töökeskkonna
riskianalüüsi, eesmärgiga parandada konkreetse puudega inimese töökeskkonda ja
toetada tööl püsimist.
pakkuda meie klientidele kogemusnõustamise teenust koostöös projektipartneri
MTÜ Händikäpaga
Tähtaeg: 2014 juuni.
Teema 2: Koostööpartnerite võrgu laiendamine ning VATEK kogemuskohtumised
Eesmärk: Olla kursis rehabilitatsioonivaldkonna arengutega ja koostööpartnerite kontaktide
laiendamine tagamaks klientidele mitmekülgne personaalne teenus
Tegevused:
VATEK kogemuskohtumistel osalemine
Tähtaeg: kuni 2015a k.a kord kuus kohtumistel osalemine
Teema 3: Eneseabigruppide ja infotundide käivitamine ja läbiviimine klientidele ja
lähedastele
Eesmärk: Klientide ja nende lähedaste teadlikkuse tõstmine saamaks hakkama erinevates
olukordades
Tegevused:
klientide ja lähedaste seas info kogumine
spetsialistide ettevalmistamine
teabe levitamine
koolituste ettevalmistamine
Tähtaeg: Alates 2014.a kord kuus
50
5. Closing remarks
NG O Üh is e lt is s m a l l or g a n is a t io n of f er in g r eh a b il i ta t io n s er v ic es m ain l y f or c l i e nts
i n T ar tu c it y a n d ne ar r eg i o n b ut a ls o f or c l ie nts a l l o v er Es t on i a.
NG O em pl o ys 14 s p ec i al is ts wh o s u p por t ab ou t 20 0 (2 0 13 ) s er v ic e us ers per ye ar .
Com par e d wi t h 20 1 2 s er v ic e us er s n um ber has g ro wn ( in 20 1 2 was 13 6) a n d th e y
ha v e th e c ap ac it y to s er ve m or e p e op l e in 2 01 4 an d f ur t her . Bu d g et h as gr o wn i n
c orr el a ti o n wit h c l i en t s and h as gr o wn a lm os t 2 t im es i n 2 01 2 c o m pare d wi t h 2 01 1
an d i nc r e as e d i n 2 01 3 m or e .
As or g a n is a t io n has g on e thr o ug h m an y b ig c ha n ges o v er t h e las t 2 ye ars - c h an g e
of m ana gem en t, l oc a t i on an d r a is in g t h e n um ber of s er vic es ( i n 20 0 8- 2 0 11 t he y
on l y m ad e r e h ab i l i ta t i on p la ns , n o s er v ic e p ro v is i o n ) t h en m an y of th e ir pr oc es s es
an d pl a ns a n d d oc um en ts wer e j us t d e ve l op e d (i n t h e e n d of 20 1 2 a n d d ur in g
20 1 3).
Dur i n g t he au d it a pp e ar e d t h at or ga n is at i on has to m o ve on e m ore t im e, a t t h e e nd
of 2 0 13 , b ec a us e of t he b u i ld i n g o wn ers p la n to p u l l do wn t he b u i ld i n g.
O rg an is at i o n m an ag er c o nf ir m ed t ha t th e y d i d no t k no w th a t wh e n t he y s i g ne d t he
l eas e- c on tr ac t ( J a n u a r y 2 0 13) . NG O h as a l rea d y b o ug h t n e w r oo m s in T art u C it y
an d n e w loc a ti o n is a l s o ac c es s i b l e to wh ee l - c ha ir us ers .
As or g an is at i o n is s m all t h en b ig g es t r is k to it`s s us t a in a bi l i t y i s c h an g ea b l e
f in anc i n g s ys tem a n d r e la te d t o th i s k ee p in g h ig h l y q ua l if i e d p ers o n ne l .
A ud i t l as t e d t wo d a ys an d was or ga n i ze d v er y n ic e l y a nd au d it or was h os t e d wit h
gre a t hos p it a l it y. D oc um ents wer e ve r y we l l s ys tem at i ze d s o t h a t it wa s e as y t o
f in d r i gh t d oc um ent f or t he ne e de d i n dic a tor
In a u d it ors o p in i on o r ga n is at i on has m in i m um le v e l i n s om e t op ic s t o m ee t t he
ne e ds of E qu as s As s ur a nc e c r i t eri a a n d n ee ds f urt h er ac ti o ns f or d e ve l o pm ent .
Af t er 2 ye ar s it wou l d b e g oo d t o s e e th e ir e f f ec ti v en es s .
In a ud i to rs p o i nt of v i e w m or e in t ens i v e f ur t her d e v e lo pm en ts wo u l d b e (s e e m ore
de t ai ls u n de r c er t a i n c r it er i a) :
51
T o m ak e ( s tr a t eg ic ) p la n ni n g pr oc es s an d re v is i on of ye a r l y p l ans a n d
rep or ts m or e s ys t em at ic
Ris e qu a l it y of s taf f s up er v is io n m eet i n g s an d pr o toc o ls a n d als o m ore
at te n ti o n to s t af f i n v o l v em ent
Ex pa n d p ar t ne r s ne t wor k
Im pr o ve qu a l it y of c l i e nts s a t is f ac t i o n s ur v e y (m ore r es u lts )
Me e ti n gs an d in t er v ie ws wit h em pl o ye es an d m ana g em ent g a v e g rea t c onf id e nt of
c om m itm ent and m ot i v at i on t o war ds t he ir work a nd a ls o d e s ir e f or f ur th er
de v e l opm en t.
In ter v i e ws wi th s oc i a l p ar t n er s g a ve an o v er v ie w or ga n is at i ons gre a t c on tr i bu t io n
an d c om m itm ent to wa r ds c o op er at i on . M an y go o d ex am pl es wer e t o ld .
Fu nd er g a v e c r e d it to NG O - s wor k an d rec e nt l y c o n d uc t ed au d it s ho we d t h at th e ir
s er v ic e m eets t h e f u n d er ` s r e qu ir em en ts .
Me e ti n g wi t h c li e nts s h o wed s a t is f ac t i o n wit h in d i v id u a l s er v ic es , p eo p le a n d
en v ir o nm ent . T he y de s c r i be d or g a nis a ti o n as i n no v at i v e a n d f l e x i bl e , m an y go o d
ex am p les wer e pr es e n te d.
T he c ri t eri a f or de v e l opm en t a n d im pro ve m ent f rom the au d it o rs po i nt of v i e w,
bas e d o n 2- da ys a u d it ar e t he f o l lo wi n g :
Cri t er ia 3 : O r g a nis a ti o n s ho u l d tr y t o ge t m ore f e ed b ac k f rom c li e nts t o m ak e va l i d
S at is f ac ti o n S ur v e y.
O rg an is at i o n s ho u l d c ons i d er or ga n i zi n g a ls o s p ec i a l m eet in g s f or part n ers to
c o ll ec t a ll t h e r e l e va nt f ee d bac k .
Cri t er ia 4 : T o b e m or e op e n t o t he c om m unit y a n d c ons i d eri n g th e f ac t of m ov in g
to ne w b u i ld i ng i n t he en d of t his ye a r , or ga n is at i on s ho u l d c o n s i der org a n is in g
O p en D a ys or s im il ar e ve n ts .
Cl i e nts B roc h ur e o r Cl i en ts B ook c an a ls o b e n ic e wa y t o i nf orm an d g et f e ed b ac k
f rom c li e nts .
Cri t er ia 6: I m pr o v em ent pr op os al is to ad d perf orm ers to A nn u a l P la n`s c onc r e te
ac t i ons .
52
Cri t er ia 12 : NG O s h o u ld c o ns i der de v e l op i ng m ore s u bs ta nt i v e an d pr o pe r s taf f
e va l u at i on /s u p er v is io n pr oc es s ( f orm s a n d m ee t in gs )
Cri t er ia 1 3 : Im pr o vem en t pr op os a l is t o f in d wa ys f or t he s pec i a lis t s to h a ve r eg u lar
s taf f m eet i ngs wh er e t he y c an d is c us s a nd e x c ha n ge ex p er i enc es .
Cri t er ia 1 4 : F i n d m or e wa ys t o r ec o gn i ze a nd h i gh l i gh t g oo d work .
Cri t er ia 1 6: I t wo u l d b e n ic e wa y f o r t h e or g an is at i o n t o pr om ot e Cl i e nts ri g hts a n d
du t ies b y pr es e nt i n g t hem a ls o i n or ga n is at i ons I nf o s t a nds
Cri t er ia 2 1 : O r g a nis a ti on s ho u l d c ons i d er e v a lu at i n g the ef f ec ti v e nes s of its p o l ic y
to pr e ve n t p h ys ic a l, m en t al a n d f i na nc i al a b us e of p ers o ns s e r ve d thr o ug h C li e nts
Fe ed b ac k ( S at is f ac t io n) S ur v e y .
Cri t er ia 2 2 : O r g an is at i on s h o u ld s e t m or e c onc r e te p ri nc i pl es f or e ns uri n g s af e t y
ru les f or s p ec ia l is ts w ho ar e v is it i ng c li e nts at t h eir hom es .
Cri t er ia 30 : Im pr o ve m ent pr o pos a l is to ref l ec t i nd i v i du a l a c h ie v em en ts in
org a n is a t io n c l i e nt s a t is f ac ti o n r e por ts .
Cri t er ia 4 1: s k il ls a n d c om pe te nc i es f or s t a f f to e n h anc e q ua l it y of l if e of p ers o ns
s er ve d s h o u ld a ls o b e doc um en te d i n j o b d es c ri pt i ons .
Cri t er ia 4 5: O r g an is at i on s h ou l d c o ns i der f i nd i n g m ore wa ys t o c om m unic a te wi t h
f un der .
Cri t er ia 4 7 : O r g an is at i on s h o u ld a ls o i nf orm a ll t h e r e le v a nt s t ak eh o ld e rs ( p art n ers ,
f un der) ab o ut a n nu a l r es u l ts ( A n nu a l Re p ort ) .
Cri t er ia 4 9: I n 20 1 4 a nd f u r t her A n nu a l P la n`s or g a nis a ti o n s h o u l d c re a te s p ec i a l
s ec t i on f o r im pr o v em en t pr oj ec ts an d perf orm anc e i n d ic a tors f o r m eas ur in g t h e
res u l ts of al l im pr o v e m ent pr oj ec ts
Cri t er ia 5 0 : As or g an i s at i on is us i ng m an y i nn o v at i v e m etho ds in the ir work , th e
res u l ts s h ou l d a ls o be r ec o r d e d .
53
MT Ü Ü h is e lt on v ä ik e or g a n is a ts io o n, k es pak u b r e ha b i l it ats i oo n it e en us e id
põ h i l is e l t T ar t u l i nn as j a s e ll e lä h i üm brus e s el a v at e le i nim es t e l e , a ga k a k õi gi l e
v aj aj at e le ül e Ees t i.
Pr og n oos i ta v k li e nt i de ar v 20 1 3 aas ta l õ pu k s on 2 0 0 k l ie n di ri n g is (2 0 12 o l i 13 6
k lie n ti) n i ng j är g ne v at e l a as t a te l p la a n it ak s e k li e n di b aas i l a ie n da da v e e lg i . MT Ü - s
tö öt a b 1 4 l ep i n gu l is t tö öt aj at , k el l es t 2 on p õ hik o ha g a j a 1 2 tö öt a b os a l is e lt.
E el ar v e m ah t k as v as 20 12 . a as t a l e e ln e v a a as t ag a võ rre l d es ü le 2 k orr a n in g
s uur e n es 20 1 3 . a as ta l v e e lg i .
K un a v ä ga p a lj u en er g ia t v i im as e l k a he l a as t a l on as u ts es lä i nu d n ii as uk o ha k ui
k a j uh at us e v a he tus e s t tu l e ne v at e m uud a tus te p e a le , s i is o l id au d it i t o im um is e
he tk el v ä ga p a lj u d pr o ts es s i d a l l es v älj a t ö ö ta tu d . Se l l es t tu l e ne v a lt to ok s in vä lj a
o lu l is em ad j a s u ur em ad ar e n dus v a l dk on na d - ( s trat e e gi l is e ) p l an e er im is e pr ots es s i
j a aru a n dl us e s üs t e e m s em ak s m uutm in e ; t öö t aj a te k aas am is e j a ar e ng u v es t l us t e
k va li t ee d i par a nd am i ne ; par t ner i te g a k oo s tö ö t õ hus t am in e; k l i en t id e r ah u l o lu-
uur i n gu k v a l it e ed i pa r an d am in e . T ä ps em alt on p ara n d us e tt e pa n ek ui d k irj e l d at ud
k onk reets et e k r it ee r i u m ite a l l.
Ül d is el t v õ ib ö e l da , , et or g an is at is i oo n o l i m õnes p unk t is t ä i tn ud m in im aa ls e l t
v aj a l ik ud n õ ud e d E qu as s As s ur a nc e k ri te er i um ite l e v as t am is ek s n in g n üü d t ul e b
j õu l is el t e das i t e gu ts e da .
In ter vj u ud t ö öt aj a t e j a j uh a tus e ga an ds id k ind l us t , et en er g ia t j a pü h en d um us t
are n d us t eg e v us e g a t eg e l ed a o n k ül l a ga . K õi g i i nt er vj ue er it u d tö öt aj at e s i lm is t
pa is t is te ot a he j a ar e n dam is s oo v , s am ut i p ü he n dum us j a k l i en d i l e or ie nt e er it us .
In ter vj u ud p ar tn er it e g a k i nn i tas i d, e t k o os tö ö o n la d us j a to i m ib re g u la ars e lt .
Ra h as t aj a a v al d as t un n us t us t MT Ü - le ja hi lj ut i lä b i v i id u d j äre l e v a l ve an d is
k inn i tus t, e t MT Ü t ee n us v as t a b n õu et e l e.
V es t l us e d k li e nt i de g a k inn i tas i d, et n e i l e l ä he n et ak s e i nd i v i d ua a l s e lt n i n g o l lak s e
pa i n dl ik u d n in g i n no v a at i l is e d . Ra h ul o l u v es t l us e l os a le n ud k l ie nt i d e s eas ol i vä g a
s uur , to o di m itm ei d nä i te i d te e nus e pak k uj a k l ie n dik es k s us es t, pa i n dl ik k us es t j a
s õbr a l ik k us es t.
A ud i it or p e a b o lu l is ek s är a m är k ida , e t au d it i t oim um is e aj a l s e l gus , et as u t us t
oo t ab e es ve e l ük s k ol im in e s e os es re n d i le an dj a s o o v ig a ho o n e l am m uta da . U u ed
ruum i d as u v a d s am ut i T ar tu li n n as j a o n j ub a MT Ü om a nd is ( os tu - m üüg i t e h in g o n
s oor i ta t ud) . U ut es r u u m ides o n ta g at u d l i gi p ääs k a r at as t o o l is k l ie nt i de l e.
54
A ud i ti va l dk on nak s o l i d r e h ab i l it a ts i o o ni t ee nus e d, m is on r a has t at u d r ii g i po o lt .
A ud i t k es t is 2 p ä e v a, m il l e j ook s u l k o h e ld i a u di i to ri t ü l im a s õ br al ik k us e ja
l ahk us eg a. D ok um end i d o l i d v äg a h äs t i s ü s tem at is eer i tu d j a v õ i m ald as id v ä hes e
v ae v a ga le i d a v aj a l ik k e tõ e nd us m at erj a l e .
S uur im ris k MT Ü j ät k us uu tl ik k us el e on h e it l ik rah as t am is s üs te em j a s ell es t
ots es el t o l en e v k v a l if i t s eer i tu d t ö öt aj as k o nn a om am in e.
P ara n dus e tt ep a n ek ud, m is tek k is id a u d i it or il k a he p äe v as e a ud i t i j o ok s ul on
j ärgm is ed :
Kr it e er ium 3: As ut us v õ ik s k or r a l da d a k ok k us a am is i (k oos ol ek u id ) par t ner i te l e, e t
k ogu da om a t eg e v us e l e v aj a l ik k u ta g as is id et .
S am uti t u l ek s as ut u s e l k ogu d a k lie n d i rah u lo l u - uur i n gu j a ok s rohk em ate lt
k lie n ti d e lt t ag as is i de t, m is võ im al d ak s teh a ü ld is tus i j a s e a l t ul e n e va l t k a are nd us i
e ll u vi i a.
Kr it e er ium 4: Se os es s e ll e ga , e t as u tus k o l i b u ut es s e ru um id es s e j a e t o l la a v at ud
üh is k o nn a le o n au d i it or i e tt e pa n ek k orral da da a v at u d us te p ä e v v õ i m õn i s ar n an e
ür it us . .
K l ie n d i ra am at v õ i br oš ü ür on s am uti he a j a l ih tn e v õim a lus s aa d a k li e nt i de l t
ta g as is i d et j a vaj a dus e l s e ll e k au du k a t a g a s is id e t ed as ta d a.
Kr it e er ium 5: T õh u s ta d a a as t as t p la n eer im is - ja aru a n dl us pr o ts es s i ni n g
dok um en te .
Kr it e er ium 6: E tt e p an ek on l is ad a a as ta pl aa n i k onk ree ts et e t eg e vus t e j uu rd e k a
v as t ut aj ad .
Kr it e er ium 1 2: As u t us p eak s v älj a t öö tam a põ hj al ik um a t ö öt aj a t e ar e ng u v es t l us t e
s üs t e em i.
Kr it e er ium 1 3 MT Ü v õ ik s le i d a võ im a lus i , et s p e ts i a l is t i d s aa k s id r eg u la ars e lt
k oht ud a j a t öök s vaj a l i k k e k ogem us i j a te a d m is i v ah et a d a.
Kr it e er ium 1 4: Le i dk e r ohk em v õ im al us i h ea de t ö öt u lem us t e t un n u s tam is ek s .
Kr it e er ium 1 6: Ke n a v õ im al us k l i e nt i de õ ig us i j a k o hus tus i t ut v us t a da on k a
as u t us e t e ad et e ta h v l id v õ i s e i na d .
55
Kr it e er ium 21 : Hea v õim a lus h in n at a om a v a im s e, f üüs i l i s e ja f i n an ts i lis e
ärak as ut am is e e n n et a m is e s üs t eem i t õh us us t l äb i k li e nt i de r ah u lo l u - u ur i ng u .
Kr it e er ium 2 2: V ä lj a tö öt am is t v aj a v ad k o d uk ül as t us t e oh u tus n õu d ed
s pe ts ia l is ti d e le .
Kr it e er ium 30 : K l ie n ti d e r a hu l o lu - u ur i ng u k ok k uv õt te d võ ik s i d k aj as t ad a ka
i nd i v i du a a ls e i d s a a vu t us i.
Cri t er ia 4 1 : P er s o na l i t ea dm is e d, o s k us e d j a k om pet e nts i d v õ ik s i d o ll a k irj as k a
am etij u he n d it es .
Kr it e er ium 4 5: As u t us v õ ik s le i d a r ohk em v õ im al us i (k ui e - m ai l i d j a j är e l v al v e)
rah as taj a ga s u h tl em is ek s .
Kr it e er ium 47 : O l u l in e o n te a v i ta d a om a teg e v us aas ta tu l em us t es t k a o l ul is i
par t ner e i d ja r a h as t aj a t. A as t a p la a n i s is u li n e r ap or t võ ik s o l la k ä tt es aa d a v
k odu l eh e l j a/ v õ i s a ad e tu d p ar t n er it e le e - m ai l i t ee l .
Kr it e er ium 4 9: 2 01 4 aas t a p l a an is (j a ed as p i d i) v õ ik s id o l la p are n d us pr oj ek t i d
k aj as ta t ud n .ö er a l d i v a ldk o nn a na . Ig a l e proj ek ti l e pe ak s i d o lem a s ea t ud
i nd ik aa t or id j a t u lem us ed m õõ de t ud .
Kr it e er ium 5 0: S e adk e k õik i d el e i n no v ats i oo n i proj ek ti d el e e es m ärg i d j a m õõtk e
ne n de t u l em us i ( n ä it ek s a as t a p la a nis ).
E pp S il l as t e
19 . 11 .2 0 13
T al li n n
56
Kristi Reimets
Saatja: Keiu Talve
Saatmisaeg: 17. detsember 2013. a. 12:02
Adressaat: Kristi Reimets
Teema: FW: Audit report- MTÜ Ühiselt, EE2013-09
Manused: EQ-ASS_AUD_Audit Report2-MTÜ Ühiselt.docx
From: Keiu Talve
Sent: Friday, November 29, 2013 10:56 AM
To: 'Guus van Beek'
Cc: Marie Dubost (
[email protected])
Subject: RE: Audit report- MTÜ Ühiselt, EE2013-09
Dear Guus,
The auditor has impro ved the re port of MTÜ Ühise lt (EE2013-09) . Please have a look!
Keiu
EQUASS Eesti
Astangu KRK
Tel: +372 5682 9104
www.equass.ee
www.astangu.ee
From: Guus van Beek [mailto:
[email protected]]
Sent: Sunday, November 24, 2013 10:29 PM
To: Keiu Talve
Cc: Marie Dubost; Jan Spooren
Subject: Re: Audit report- MTÜ Ühiselt, EE2013-09
Importance: High
Dear Keiu,
I have reviewed the audit report of MTÜ Ühiselt (Reference number: EE2013-09). Some information is missing: number of clients. The report
also is presented with keep-track-of-changes so I think this may be a ‚draft-version’ or a version ‚in-process’.
Although I have the impression that the services of MTÜ Ühiselt (Reference number: EE2013-09) will meet the EQUASS
assurance certification requirements, the suggestions for improvements may be in conflict of the current performance in meeting the EQUASS
criteria. In other word: some feedback may give the impression to the reader that the social service provider does not meet the criteria (because
it is recommend to improve) while the statement says that the service provider meets the criterion. (I.e. Criteria 22:Th e s o c i a l s e r v i c e
p r o v i d e r p r o v i d e s s e r v i c e s i n a s a f e s y s t e m o f wo r k i n g wi t h i n a s a f e e n v i r o n m e n t t o e n s u r e t h e p h y s i c a l s e c u r i t y
o f p e r s o n s s e r v e d , t h e i r f a m i l i e s a n d c a r e t a k e r s . Wh i l e t h e s u g g e s t i o n fo r impro vement i s s t a t e d a s : O r g a n i s a t i o n
s h o u l d s e t p r i n c i p l e s fo r e n s u r i n g s a f e t y r u l e s fo r s p e c i a l i s t s wh o a r e v i s i t i n g c l i e n t s a t t h e i r h o m e s . )
I wo u l d a p p r e c i a t e t h a t t h e a u d i t o r wo u l d h a v e a c l o s e r l o o k a t H O W t h e s u g g e s t i o n fo r i mp r o v e m e n t a r e s t a t e d
s o t h e y w i l l n o t g i v e t h e i m p r e s s i o n t o b e i n conflict wi t h t h e a p p r o v e p e r fo r m a n c e o n t h e E Q U A S S c r i t e r i a .
Kind regards,
Guus van Beek
European Quality in Social Services (EQUASS)
c/o EPR, 15, Rue de Spa , B-1000 Brussels
Belgium
Phone: +31653770121
1
Email:
[email protected] / website: www.equass.be
Van: Keiu Talve <
[email protected]>
Datum: vrijdag 22 november 2013 11:04
Aan: Guus van Beek <
[email protected]>, Marie Dubost <
[email protected]>
Onderwerp: Audit report- MTÜ Ühiselt, EE2013-09
Dear Guus,
Attache d you’ll find an audit report of MTÜ Ühise lt, EE2013-09.
Please review the documents and let me know in case of any questions, comments!
Ke iu
EQUASS Eesti
Astangu KRK
Tel: +372 5682 9104
www.equass.ee
www.astangu.ee
2