This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Avenue des Ar t s 8 c /o CCI , 1210 Brusse ls , Be lg ium - Te l : +3202 736 54 44 equass@equ ass.be – www.equass.be
Services: Social day care services for intel lectually impaired persons
Background information
on the social service
provider
Jaunuolių dienos centras (JDC) is situated in the very centre of Panevėžys (Lithuania) and is well known and visible in the local community. Started activity from 1996, when Panevėžys Town Council established this centre. Sentre provides social day care services for intellectually impaired people aged 18years and older.
3
2. Audit program
2019.03.27 Day 1
Time Act ivity
09.00 Introduction meeting with staff
dardarbuotojai
9:30 Getting acquainted with the services prov ided
10:00 Review of documentation
12:30 Lunch break
13:30 Meeting with service users
14:15 Meeting with family members
15:15 Meeting with ass istant social workers
16:15 Summary of the day, remarks
2019.03.28 Day 2
Time Act ivity
09.00 Meeting the founder of organizat ion
10:00 Meeting with social workers.
10:45 Meeting with partners
12:00 Lunch break
12:30 Skype meeting with international partners
13:00 Meeting with qual ity manager
13:45 Preparation of auditor report
15:15 Meeting CEO of organization
16:30 Final remarks to staff
17.00 End of audit
Avenue des Ar ts 8 c /o CCI , 1210 Brusse ls , Be lg i um - Te l : +3202 736 54 44 equass@equass .be – www.equass .be
3. Detailed feedback on performance
1. The socia l service provider def ines and implements i ts v is ion, i ts mission
and corporate values in the del ivered services by establ ishing ambit ious
organisat ion and service goals .
Remark f rom the aud itor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders meet t h is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
The vis ion, mission and values are c lear and employees are aware of the vis ion,
mission. The measures to achieve the goals of organizat ion are a lso indicated in
the annual p lan.
Suggest ions for Improvement & developments
Thus a l l the staf f is a par t of team, i t would be also impor tant to cons ider var ious
ways how to immerse more staf f of var ious professions, e.g., some social worker
ass istants and personal ass istants .
2. The soc ia l service provider def ines and implements a system for
management that promotes a qual i t y culture.
Remark f rom the auditor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders meet th is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
The pol icy of organizat ional qual i t y is apparent. The s taf f knows how to meet the
requirements for the qual i t y, understand the qual i t y goals , keeping them close to
the miss ion and vis ion of their organizat ion. The Managers use their leadership for
the qual i t y sake, the organizat ion operates by pr inc ip les of subs id iar i t y.
Suggest ions for Improvement & developments
Avenue des Ar ts 8 c /o CCI , 1210 Brusse ls , Be lg i um - Te l : +3202 736 54 44 equass@equass .be – www.equass .be
We suggest in i t iat ing var ious learn ing act iv i t ies , which could a id in f ind ing new
ways to develop the organizat ional cu lture .
3. The soc ia l service prov ider demonstrates i ts commitment to a long - term
qual i t y goal, cont inuous learning, innovat ion and new technologies
Remark f rom the auditor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders meet t h is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
The goals descr ibed in the qual i t y pol icy are c lear and concrete , the s taf f knows
what the qual i t y e lements are. Organizat ion demonstrates innovat iveness and use
of dif ferent technologies and methodologies threw internat ional projects and
cont inues learnings of staf f (e.g. organizat ion has just implemented the re laxat ion
rooms by using new technologies a nd innovat ive methods work ing wi th impaired
persons).
Suggest ions for Improvement & developments
Some learning act iv i t ies on qual i t y management topics would be benef ic ia l to a l l
team members.
4. The soc ia l service provider def ines and implements an ann ual p lanning
and review process ref lect ing the organisat ion ’s object ives and service
act iv i t ies del ivered.
Remark f rom the auditor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders meet th is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
There is the annual p lan for the year 2019 . The p lan is very concrete and detai l ,
d ivided into d if ferent act iv i t ies and i t based on SWOT analyses made by team.
Every act ivi ty has i ts measures and indicators to measure the implementat ion.
Avenue des Ar ts 8 c /o CCI , 1210 Brusse ls , Be lg i um - Te l : +3202 736 54 44 equass@equass .be – www.equass .be
Respons ib le persons are a lso indicated in annual p lan, the fore staf f unders tand
the importance to successfu l ly implement the p lan. Organizat ion implements annual
survey to check how employees understand the mission and values and keep the
measures p lanned. Annual p lan is a lso monitored f requent ly.
Suggest ions for Improvement & developments
I t could be noted that annual plan is based on SWOT analyses, thus i t lacks
spec if ic i t y and i t could be improve for purpose of learn ing. W e also suggest
including Equass resul ts in the annual p lan and i ts report .
5. The soc ia l service provider demonstrates i ts commitment to social just ice
and act ive inc lus ion of persons served into the society.
Remark f rom the auditor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders meet t h is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
The soc ia l service provider assures the soc ia l jus t ice in a very part icu lar way, the
service users are encouraged to act as much autonomy as poss ib le due to their
poss ib i l i t ies . The services provider empowers c l ients to use they sk i l ls and abi l i t ies
to act in everyday l i fe and involve community. JDC ir very wel l-known in community.
The organizat ion of ten col laborates with the commu nity, so that in tegrat ion of
service users is assured. Cl ients are acts independent ly in communit y, are a lso
involved in to internat ional projects, have an exper ience of in ternat ional
vo lunteer ing. JDC also organized survey to make sure c l ients and partners
understand the importance of soc ia l inc lus ion and how th is approach is
implemented.
Suggest ions for Improvement & developments
6. The soc ia l service provider demonstrates Corp orate Soc ia l Respons ibi l i t y
through i ts commitment to sustainable act iv i t ie s contr ibut ing to soc iety.
Avenue des Ar ts 8 c /o CCI , 1210 Brusse ls , Be lg i um - Te l : +3202 736 54 44 equass@equass .be – www.equass .be
Remark f rom the auditor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders meet th is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
The organizat ion demonstrates i ts awareness on Corp orate Soc ia l Respons ib i l i t y ,
they teach c l ients recyc l ing methods and a lso imp lement i t in everyday act iv i t ies .
The organizat ion use d if ferent recyc l ing mater ia l to organize d if ferent learning
act iv i t ies , organize environmental protect ion in it iat ives.
Suggest ions for Improvement & developments
We recommend def in ing the pr inc ip les of soc ia l respons ib i l i t y in a c learer way and
then to communicate them to the staf f .
7. The soc ia l service provider def ines and implements a staf f recru itment and
retent ion pol icy that promotes the select ion of qual i f ied personnel based on
required knowledge, sk i l l s and competences.
Remark f rom the auditor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders meet th is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
A s taf f recru i tment and retent ion pol icy is c lear and deta i led. The s taf f is able to
name dif ferent means of motivat ing and af f irms that their manag ers care of their
welfare. The procedure of s taf f recru itment is very innovat ive, the f inal dec is ions on
par t icu lar candidate is made by commission of personnel and re lat ives of c l ients ,
CEO has only advisory ro le. Commission votes for each new employee, vot ing
documentat ion is documented in administrat ion , the process of recru i tment based
on knowledge, sk i l ls and competence. Organizat ion understand the impor tance of
implementat ion of these procedures.
Suggest ions for Improvement & deve lopments
I t m ight suggest to descr ibe more detai l the cr i ter ia for vot ing (1 means … 2 , 3 an t
Avenue des Ar ts 8 c /o CCI , 1210 Brusse ls , Be lg i um - Te l : +3202 736 54 44 equass@equass .be – www.equass .be
etc) .
8. The soc ia l service provider operates i ts service in compl iance wi th ma ndatory
nat ional legis lat ion for health and safety, providing appropr iate work ing
condit ions, adequate and agreed staf f levels and staf f rat ios, and measures
for rewarding employees and volunteers.
Remark f rom the auditor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders meet t h is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
The employees have instruct ions for health and safety, approved by an order of the
care inst i tu t ions Director . The instruct ions are stor ed in administrat ion and s igned
by s taf f . The organizat ion obeys to a nat iona l legis lat ion and the requir ement for
the safety are met. The CEO af f irms the l is t of the workers who have to check their
health. Compl iance wi th the nat ional legis lat ion is relevant for al l areas of
organizat ion act iv i t ies , the compl iance was also proofed by nat ional supervisory
author i ty.
Suggest ions for Improvement & developments
The documentat ion and pract ise in organizat ion meets nat ional requirements .
9. The soc ia l service provider implements measures for staf f development
based on a p lan for personal growth, cont inuous learning and development.
Remark f rom the auditor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders meet th is
cr i ter ion of the EQUASS assessment gr id on s tage> x
<The resul ts of the social service provi der meet this
cr i ter ia of the EQUASS 2018 assessment gr id on s tage >
x
Informat ion on performance
Avenue des Ar ts 8 c /o CCI , 1210 Brusse ls , Be lg i um - Te l : +3202 736 54 44 equass@equass .be – www.equass .be
Approach:
There are the procedures for cont inuous learning and development. Personal
growth is based on needs and is organized by personal port fol io method. Every
staf f member f i l ls in the personal Repor t of
methodological act iv i t ies and def ines the need for development . Organizat ion a lso
have Competence indicators to measure indiv idual qual i f icat ion development .
Annual p lan of qual i f icat ion development is deta i l , thus is not personal .
Results :
Organizat ion measures 3 indicators , thus f irst one indicates ef for ts, second
indicates the resu lts ( the rat io of the number of innovations introduced af ter
qual i f icat ion t ra in ing) and could usefu l tool to indicate cont inues learning .
Suggest ions for Improvement & developments
Approach:
We recommend cons ider ing some forms f i l led by s taf f , some of them (eg. monthly
repor t) might be cons idered superf luous , probably provid ing extra bureaucracy.
Results :
I t could be recommended searching for some other indicators to measure resul ts in
order to unders tand the trends .
10. The soc ia l service provider def ines and implements requirement s for
competence in the ident i f ied ro les and funct ions of staf f and evalua tes them
on an annual bas is.
Remark f rom the auditor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders meet th is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
Al l the ro les and respons ib i l i t ies of staf f are c lear ly descr ibed matching
requirements of legis lat ion. Employee are aware of their ro les and respons ib i l i t ies .
Avenue des Ar ts 8 c /o CCI , 1210 Brusse ls , Be lg i um - Te l : +3202 736 54 44 equass@equass .be – www.equass .be
Suggest ions for Improvement & developments
11. The soc ia l service provider recognises staf f as a resource for feedback
and engage staf f in p lanning, in the development of services and in qual i t y
improvement .
Remark f rom the auditor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders meet th is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
There is a c lear and deta i led procedure how s taf f is in tegrated into process of
p lanning, provid ing recommendations and part ic ipat ing in improving the
performance. JDC organize act iv i t ies by d iv id ing personal and c l ients in to 8 groups,
each has a task in a dai ly rout ine and acts as small community. Every group
prepares a concrete l is t of recommendat ions for annual planning, each group a lso
measures the involvement in to p lanning ( the number of provided and implemented
of fers are measured) . Most of the s taf f knows they have oppor tunit ies to par t ic ipate
in the process of p lanning, s ince th is is of ten d iscussed on meet ings regular ly.
Suggest ions for Improvement & developments
For cont inues improvement purpose i t could be recommended to have some team
bui ld ing sess ions to d iscuss qual i t y issues and create a qual i t y cul ture.
12. The soc ia l service provider operates spec if ic measures that enhance the
motivat ion of s taf f .
Remark f rom the auditor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders meet th is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
Avenue des Ar ts 8 c /o CCI , 1210 Brusse ls , Be lg i um - Te l : +3202 736 54 44 equass@equass .be – www.equass .be
The procedures for mot ivat ing staf f are very deta i led. There are about 20 methods
of staf f motivat ion in tegrated into retent ion pol icy, organizat ion uses innovat ive
ways, such us “Thank you programme” , integrat ion into management of
organizat ion, recru i tment of new employees, par t ic ipat ion in internat ional projects ,
internat ional tr ips, poss ib i l i t y to development sk i l ls by organis ing train ing for
col leagues f rom other inst i tu t ions.
Suggest ions for Improvement & developments
I t would be a lso important to measure how successful ly the mot ivat ion is
implemented.
13. The soc ia l service provider guarantees the r ights of person served and
these r ights are out l ined in a Charter of Rights that is based on internat iona l
human r ights convent ions.
Remark f rom the auditor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders meet th is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
There is a Charter of main Rights and the workers are ef f ic ient in knowing the
r ights of their c l ients. This Charter matches the Inte rnat ional Charter of Rights. The
serv ice provider measures regular ly how c l ients unders tand their r ights and how it
is respected by s taf f . Organizat ion analyses the data and discuss the measures to
improve unders tanding of r ights.
Suggest ions for Improvement & developments
14. The soc ia l service provider informs and supports persons served in
understanding their r ights in an access ib le way.
Remark f rom the auditor : 1 2 3 4 5
Avenue des Ar ts 8 c /o CCI , 1210 Brusse ls , Be lg i um - Te l : +3202 736 54 44 equass@equass .be – www.equass .be
<The serv ices of the soc ia l serv ice prov iders meet th is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
The Rights are prepared in a easy to read language and is d isseminated al l over
the inst i tu t ion . JDC implements an innovat ive approach to ensure human r ights –
e lec ts inspector of human r ights between the c l ients . The duty of the inspector is to
ensure a r ight protect ion and to keep reminding the r ights to other c l ients. The
service provider in i t ia tes the learn ing act i v i t ies to explore the ways of informing
c l ient about the r ights . The aspect of r ights is involved into annual survey, i t is
measured how c l ients understand the r ights and are they aware how to use i t
( traf f ic l ight method is used) . The changes are implemented based on survey
resul ts.
Suggest ions for Improvem ent & developments
Organizat ion a lso have dedicated a s taf f member respons ib le for human r ights
issues, i t could be usefu l to organize some discuss ion wi th c l ients and responsib le
staf f member.
15. The soc ia l service provider respects that person served f reely pursue
personal goals and aspirat ions in l ine wi th their choices, needs and abi l i t ies .
Remark f rom the auditor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders meet th is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
Persons served can f reely seek for their goals and indiv idual ly choose their
act iv i t ies and services. Each cl ient has personal port fol io where he / she sets
h imself goals that he wants to achieve over t ime. Also, the fol low – up ’s of the
progress is observed, every goal has an indicator to measure progress. The service
provider is obvious ly aware how to successfu l ly implement this v iew. The c l ient has
a Counc i l and prepare of fers for adminis trat ion of JDC, according to their wishes
and needs. Organizat ion measures how many o f fers are implemented.
Avenue des Ar ts 8 c /o CCI , 1210 Brusse ls , Be lg i um - Te l : +3202 736 54 44 equass@equass .be – www.equass .be
Suggest ions for Improvement & developments
16. The soc ial service provider evaluates i ts performance in promoting and
respect ing the r ights of person served in al l areas of the organisat ion.
Remark f rom the auditor : 1 2 3 4 5
<The resul ts of the social service provider meet this
cr i ter ia of the EQUASS assessment gr id on stage > x
Informat ion on performance
Organizat ion evaluate their results of performance in promot ing the r ights by us ing
re levant indicator , observes the trends, discusses them w ith the whole s taf f and
improves their operat ing. The service provider in i t iates the learn ing act iv i t ies to
explore the ways of informing c l ient about the r ights . The survey showed that 21
percent of the tota l number did not understand how to exerc ise the r ight to
complain , the fore the tra in ing in an easy-to-unders tand format are p lanned in a
next year.
Suggest ions for Improvement & deve lopments
The learning purpose i t would be important to in it iate independed survey on human
r ights implementat ion (Hight educat ion ins t i tut ion could be involved).
17. The soc ia l service provider has an access ib le complaint management
system that regis ters and responds complaints f rom persons served,
purchasers and other re levant stakeholders .
Remark f rom the auditor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders meet t h is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
Organizat ion has i ts own procedure on complaints and suggest ions. The procedure
Avenue des Ar ts 8 c /o CCI , 1210 Brusse ls , Be lg i um - Te l : +3202 736 54 44 equass@equass .be – www.equass .be
is very f lex ib le , i t is poss ib le to submit complain threw web s i te of organizat ion:
ht tp:/ /pjdc . l t /e-skundas- ir -e-pagyr imas/ or use anonymous boxes in the ins t i tut ion ,
a lso to submit an of f ic ia l complain. The s taf f , c l ients , re lat ives knows the
poss ib i l i t ies .
Suggest ions for Improvement & developments
Maybe c l ients could a lso be involved the process of analys ing complains.
18. The soc ia l service provider promotes eth ical behaviour and w ellbeing for
staf f , persons served and their famil ies or caregivers.
Remark f rom the auditor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders meet th is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
The organizat ion has i ts Eth ics pol icy, of which the staf f are aware. The staf f use
eth ical pr inc ip les in their pract ice. The c l ients noted that the inst i tut ion works in
tune with eth ics and they feel respected. The service provider understands the
impor tance to promotes eth ical behaviour and wel lbeing .
Suggest ions for Improvement & developments
I t could be recommended to th ink of some mentor ing programme for new staf f and
measure how successfu l ly th is is implemented.
19. The soc ia l service provider def ines an d implements i ts guidel ines on
eth ics, which ensures that the d ignity of the persons served is respected.
Remark f rom the aud itor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders meet th is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
The Code of Eth ics is inc luded in Eth ics pol icy of the care inst i tut ion. Eth ical