European Quality in Social Services Tallinn, 22 March 2012
Programme 09.30 12.00 1. The EQUASS Approach on Quality 2. The European Perspectives on Quality for SSGI (presentation) 3. EQUASS Principles, 4. Criteria and indicators (Group discussion & clarification) 5. Questions and answers
Programme 13.00 17.00 The EQUASS Assurance implementation process (presentation and discussion for clarification) 1. Self-evaluation 2. Planning 1. Questionnaire 2. Methodology 3. Reporting 3. Implementation 4. Internal audits 1. Methodology 5. Test audit 6. External audit 5. Methodology 6. Feedback on performance 5. Application form 6. Site visit 7. Feedback on performance (reporting) 7. EQUASS Assurance Procedures 5. Audit procedure 6. Complaint procedure 7. Appeal procedure 2. Feedback on performance
Quality approaches * Traditionel Scientific Multi -Stakeholder Manegerial Consumerist * Dr Monica Dowling: An empowering approach to measuring quality in social care services in England
Consulting the stakeholders 2000 2006 2010 -. -. -.
CROSS REFERENCE STUDIES CQAF EQAVET EQALIN CQF EQF ISO EFQM - IIP
EQUASS perspective Rights Ethics Person centred Holistic approach Management of Quality Human Resources Good Governance Market leadership Product leadership Participation Quality of life Inclusion Results Resource management Process Management Partnership Systematic improvement
ISO 17021 Certification Training Consultancy Enhance the social sector by engaging social service providers in quality and continuous improvement, and by guaranteeing service-users quality of services throughout Europe.
EQUASS Concept of Quality Multi stakeholder approach Non-prescriptive Measurable Self-evaluation External verification European quality requirements
Multi stakeholder approach Service-users Service-providers Social partners Funders Policy makers
Method of self-evaluation Scope Self-evaluation questionnaire Statistical analysis Consensus meeting Profile & Recommendations
Questionnaire
EQUASS profile
Measurable 10 Principles for Quality 50 Criteria Performance indicators
Example 1: Rights RIGHTS: Organisations providing social services are committed to protecting and promoting he rights of the person served in terms of equal opportunities, equal treatment and freedom of choice, self -determination and equal participation. Organisations providing social services are ensuring informed consent and adopting non-discrimination and positive act ions within their own services. This commitment is apparent in all elements of service development and delivery and in the values of the social service provider. Criteria 16: The social service provider informs the person served about his/her rights and duties especially to equal treatment on grounds of age, disability, gender, race, religion or belief and sexual orientation before receiving the services. Performance indicators Method of verification 1. The social service provider can show evidence of informing the persons served about their rights and duties. Documentation review & interviews 2. Persons served are aware of their rights and duties. Interviews
Example 2: Rights RIGHTS: Organisations providing social services are committed to protecting and promoting he rights of the person served in terms of equal opportunities, equal treatment and freedom of choice, self -determination and equal participation. Organisations providing social services are ensuring informed consent and adopting non-discrimination and positive act ions within their own services. This commitment is apparent in all elements of service development and delivery and in the values of the social service provider. Criteria 17: The social service provider has accessible complaint management system that registers feedback on performance from persons served, purchasers and other relevant stakeholders. Performance indicators Method of verification 1. The social service provider has a complaint management system which assures appropriate and objective investigation. Documentation review 2. The social service provider shows transparency of results in the complaint management system. Documentation review
Example 3: Result orientation Result orientation: Organisations providing social services are aiming for results, in terms of both how they are perceived, on achievements they have made and on the benefits they are providing to the persons served, their family members, carers, employers, other stakeholders and the general community. They also aspire to the achievement of best value for their purchasers and funders. Service impacts are measured, monitored, and are an important element of continuous improvement, transparency and accountability processes. Criteria 43: The social service provider identifies and registers the outcomes and benefits for person served of the receive services on individual and collective basis. Performance indicators The social service provider measures: a. the achieved results of the objectives of each Individual Plan b. benefits for persons served of each individual Plan The social service provider measures: a. the achieved results of the received services on collective basis b. benefits for persons served of received services on collective basis Method of verification Documentation review Documentation review
EQUASS Achievements 2011 Norway The Netherlands Norway (2007) Germany (2009) Ireland (2008) Portugal (2009) Lithuania (2010) Slovenia (2011) Sweden (2012) Estonia (2011) Germany Ireland France Portugal Estonia Greece Hungary Lithuania Slovenia Italy EQUASS Licence Holders Denmark Romania EQUASS Certification Dissemination 2009 2010 2011 Organisations certified with EQUASS Assurance 56 151 320 Sites 118 236 450 Local Licence Holders 3 5 7 European Countries with EQUASS certifications 10 13 14 Auditors 75 113 120
EQUASS Assurance 1. Certification of quality assurance in social services 2. 50 criteria ü Based on 10 Principles for Quality ü Based on EU-frameworks for Quality Assurance ü CQF for SSGI - EQF for SS - EQAVET ü Based on essential elements of QM-system ü Based on measurable operational performance indicators ü Balance between social and business approach 3. Independent external audit 4. Awarded for the period of 2 years
Performance Indicators Example: Ethics
Operational Performance Indicators
Audit process Application + Checklist Documentation review verification + Interviews Reporting Audit report Improvements NO Criteria? Certification YES
European Quality Frameworks Common Quality Framework for Social Service of General Interest (CQF for SSGI) European Quality Framework for Social Services (EQF for SS) European Quality Framework for VET services (EQAVET)
External verification Documentation review Interviews
European Quality Frameworks European Quality Framework for Social Services Common Quality Framework for Social Services of General Interest European Quality Assurance Reference Framework for VET Overarching Quality Principles Available Affordable Person centred Contibuity Accessible Result orientation Comprehensiveness User Rights Participation & & Empowerment Service Provider Stakeholder Staff Good Governance Partnership Working conditions Human Resource Management Infrastructure
European Quality Framework for Social Services Overarching Quality Principles Available Affordable Person centred Contibuity Accessible Result orientation Comprehensiveness User Rights Participation & & Empowerment Service Provider Stakeholder Staff Good Governance Partnership Working conditions Human Resource Management Infrastructure
Staff Domain 4: Staff Ethics Staff requirements Participation Rights Comprehensiveness Person centred Result orientation Domain 3: Needs of person served Needs of person served Domain 5: Service Service requirements Domain 6: Benefits and results Benefits and results Governance Partnership Domain 2: Service provider Provider requirements Domain 1: Context
Common Quality Framework for Social Services of General Interest 1. Good Governance 2. Partnership 3. Rights 4. Participation 5. Ethics 6. Competences of staff 7. Person centred 8. Comprehensiveness 9. Result Orientation Source: CEN Workshop 51, September 2009
EQAVET Framework VET-system level VET-providers level
Continuous improvement Rights Ethics Leadership Staff / professionals Partnership Participation Person centred Result orientation Comprehensiveness European Quality Framework for Social Services Common Quality Framework for Social Services of General Interest European Quality Assurance Reference Framework for VET
EQUASS Quality Framework Rights Continuous improvement Ethics Leadership Staff / professionals Partnership Participation Person centred Result orientation Comprehensiveness
Business vs. Social approach Leadership Result orientation Continuous Improvement Partnership Staff Rights Ethics Participation Comprehensiveness Person-centred Approach
Discussion EQUASS Assurance 2012 Criteria and Indicators
Programme 13.00 17.00 The EQUASS Assurance implementation process (presentation and discussion for clarification) 1. Self-evaluation 2. Planning 1. Questionnaire 2. Methodology 3. Reporting 3. Implementation 4. Internal audits 1. Methodology 5. Test audit 6. External audit 5. Methodology 6. Feedback on performance 5. Application form 6. Site visit 7. Feedback on performance (reporting) 7. EQUASS Assurance Procedures 5. Audit procedure 6. Complaint procedure 7. Appeal procedure 2. Feedback on performance
European Quality Framework for VET Common Quality Framework for SSGI Voluntary European Quality Framework for SSGI Self-evaluation Planning Profile & Recommendations Implementation plan Implementation Improvements NO Internal audit Ready? Test audit YES Audit report Improvements NO Ready? YES Application + Checklist Documentation review verification + Interviews Reporting Audit report Improvements NO Criteria? Certification YES
The EQUASS Assurance implementation process 1. Self-evaluation 2. Planning 1. Questionnaire 2. Methodology 3. Reporting Self-evaluation Planning Implementation Internal audit Profile & Recommendations Implementation plan 3. Implementation Improvements NO Ready? 4. Internal audits Test audit YES Audit report 1. Methodology 2. Feedback on performance Improvements NO Ready? YES 5. Test audit 1. Methodology Application + Checklist 6. External audit 2. Feedback on performance 1. Application form Documentation review verification + Reporting Interviews Audit report 2. Site visit Improvements NO Criteria? 3. Feedback on performance (reporting) YES Certification
EQUASS Assurance Procedures Applicant Coordinator LLH Key Expert Coordinator BRU Auditor
EQUASS Assurance Procedures Phase: Registration & Contrcating
EQUASS Assurance Procedures Phase: The audit, site visit and review
EQUASS Assurance Procedures Phase: Certifcation & Evaluation
Complaint procedures NR! Type'of'complaint! 1! Complaint!about!performance!of!the!auditor! 2! Complaint!about!performance!of!the!License!holder! 3! Complaint!about!the!performance!of!the!EQUASS!coordinator! 4! Complaint!about!the!performance!of!Key!Expert!/!trainer! 5! Complaint!about!the!audit!process!/!procedure! 6! Third!parties!dispute!that!a!service!provider!deserves!EQUASS!certification!!
Appeal Procedures
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