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
EQUASS ASSURANCE
AUDIT REPORT
Site visit: 2019 March 27-28.
PANEVEZIO JAUNUOLIU DIENOS CENTRAS
Auditor: Ieva Adomaityte-Subaciene
© 2018 by European Quality for Social Services (EQUASS) All rights reserved. No part of this document may be reproduced in any form or by any means, electronic, mechanical, photocopying and recording or otherwise without the prior written permission of the EQUASS.
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1. Information of the social service provider
Name of the social
service provider
Jaunuol ių d ienos centras ( JDC)
Address: Kranto g. 18, Panevėžys
Post box: LT-35173
Person responsible
(CEO):
Lina Trebienė
Contact person: Virmanta Kvedar ien ė
Phone: +370 612 26134
Fax:
E-mail: dienos_centras@hotmai l .com
Web site: www.pjdc. lt
Name of Auditor: Ieva Adomaity tė -Subačienė
Dates of audit: 2019. March 27-28 .
Clients: Serv ice users : 67
Data: 2019 . 02.27
Staff: Staff :41
Data: 2019.02.27
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.
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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
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
pr inc ip les are known and unders tood. Organizat ion measures the eth ical behaviour
dur ing the annual survey of c l ients and re lat ives.
Suggest ions for Improvement & developments
20. The soc ial service provider fac i l i tates access to services and resources in
a non-discr iminatory and transparent manner .
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 c lear evidence of non-discr iminatory at t i tude, performance of services is
organized transparent manner . Organizat ion has a deep tradit ion of par tnership
wi th NVO, who provides human r ights protect ion and advocacy services.
Organizat ion a lso protects r ights when they are v io lated (some examples were
descr ibed dur ing the audi t) . Cl ient are informed about poss ib i l i t ies to use advocates
services wi th in assoc iat ion “Vi lt is ” or L i thuanian Disabi l i t y Forum.
Suggest ions for Improvement & developments
I t would be necessary to present the ac t ions of publ ic interest prosecutors and th e
opportunit ies to use their services for persons served.
21. The soc ia l service provider provides and ensures services operate in a
safe system of work ing wi th in a safe environment to ensure the phys ical
secur i ty of persons served, thei r famil ies and caretakers.
Remark f rom the auditor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders m eet 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 safety is assured by safe environment developed and the regard to hea lth and
phys ical condit ion of persons served. A health and safety p lan for the care
inst i tu t ion is avai lable. I ts goal is to assure that a health cult ure of workers and
persons served would become a par t of every day; and to provide staf f and c l ients
wi th the condit ions that meet safety legis lat ion requirements .
Suggest ions for Improvement & developments
We recommend inc luding some measures for maintenance of psychological health
and st ress and burning out syndrome prevent ion. I t would be important to have a
professional psychologists for c l ients and both for s taf f .
22. The soc ial service provider operates mechan isms that prevent the
phys ical, mental and f inanc ial abuse of the person served.
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 an abuse prevention documentat ion. The s taf f know and unders tand wel l
the pr incip les of prevent ion mental and f inanc ia l abuse . Organiza t ion a lso protects
r ights when they are v io lated , inc luding f inanc ia l abuse, (example of
te lecommunicat ion company was provided dur ing audi t) .
Suggest ions for Improvement & developments
I t would recommend having a re l iable and tangib le data on implementat ion of abuse
prevent ion.
23. The soc ia l service provider def ines, moni tors an d evaluates a set of pr incip les,
values and procedures that govern behaviour in service del ivery conta in ing aspects
of conf ident ia l i t y, accuracy, pr ivacy and integr i ty .
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 soc ia l service provider assures conf ident ia l i t y and pr ivacy, the procedures of
Conf ident ia l i t y is re levant and known by staf f and c l ients . Every computer has a
personal password, cabinets are locked due to personal data protect ion.
Suggest ions for Improvement & developments
We recommend fur ther d iscuss ing the conf ident ia l i t y and pr ivacy quest ions,
informing the c l ient on th is issue.
24. The soc ia l service provider works in par tnership wi th relevant
stakeholders to ensure a cont inuum of comprehensive services and inclus ion
of person served.
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 organizat ion has a very large partnership network , start ing f rom NVO, to
schools, vocat ional tra in ing ins t i tu t ions, other soc ial service providers , bus iness
companies - more than 15 nat ional par tners, also act ive partners f rom many EU
countr ies :
Sclera Symbols http://www.sclera.be/en/picto/copyright Kindercentra De Roef www.kindercentraderoef.nl Baunataler Diakonie Kassel e. V., www.bdks.de IB-Behindertenhilfe www.internationaler-bund.de/behindertenhilfe Baunataler Diakonie Kassel e. V., www.bdks.de IB-Behindertenhilfe www.internationaler-bund.de/behindertenhilfe CSV Marche – Amministrazione www.csv.marche.it Cooperativa Sociale Kara Bobowski www.karabobowski.org Volontarimini www.volontarimini.it
Organizat ion had implemented var ious internat ional projects, a iming to ens ure
complex ity of services , involving c l ients in organis ing internat ional events (e.g.
c l ients were volunteer ing in I ta ly) , creat ing innovat ive methodologies, that helped
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
inst i tu t ion to became Soc ia l work methodological centre, recognised by state.
Organizat ion unders tand the importance of par tnership and survey the ef fect of
par tnership.
Some informat ion about projects :
ERASMUS + KA2 Nr. 2017-1-DE02-KA204-004167 „STELLA“ (Staf fs European
Life long Learning Academy) http:/ /pjdc. l t /s te l la -projektas/
STELLA SOCIAL BEHAVIOR HANDBOOK (EN) ht tp:/ /pjdc . l t /s tel la -soc ia l-behavior-
handbook/
TEAM ABILITY ASSESSMENT (EN) ht tps :/ / team-abi l i t y.b logspot .com/
Suggest ions for Improvement & developme nts
I t would be useful to f ind f lex ib le ways to int roduce par tners to the results of
organizat ion.
25. The socia l service provider evaluates the results and benef i ts of i ts
par tnership for the person served and for 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
The organizat ion measures the rat io of methodological tools developed and
implemented in cooperat ion wi th in ternat ional partners in 2018 compared to those
implemented in 2017.
Suggest ions for Improvement & developments
The indicator is c lear and re levant ; thus I might not express the qual i t y, because i t
depends on the number of project act iv i t ies . The rat io changed rapid ly f rom 2017 to
2018, s ince new project was implemented. We think , i t would be purposefu l to f ind
a more meaningfu l ind icator, showing the quali tat ive benef i ts f rom par tnership.
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
26. The soc ial service provider is respons ive to and supp orts the person
served in express ing indiv idual contr ibut ions, opin ions and views.
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 Counc i l of c l ient , the member of Counc i l have an annual p lan of
act iv i t ies, the Counc i l moni tors the implementat ion of p lan. The informat ion is
transmit ted to the managers of inst i tu t ion. Ef fect iveness of Counci l ac t iv i t ies are
measured by number of successfu l ly submit ted proposals to managers of JDC.
Suggest ions for Improvem ent & developments
27. The soc ial service provider inc ludes persons served as act ive par t ic ipants
in service planning, service del ivery and evaluat ion of the services.
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 provider meet this
cr i ter ia of the EQUASS 2018 assessment gr id on s tage >
x
Informat ion on performance
Performance:
There is a c lear pol icy and procedures for includ ing c l ients as ac t ive par t ic ipants by
organizing the Counc i l of c l ients , by involv ing service users in prepar ing indiv idual
p lans, organizing their personal por t fo l io by creat ing personal goals. Cl ients have a
lot of d if ferent responsibi l i t ies in the center , that demonstrates the s ubs id iar i t y in
inst i tu t ion. JDC measures the involvement and sat isfac t ion of c l ients by i 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
Results :
Organizat ion measures the involv ing of c l ients in service planning . Organizat ion
use 2 indicators .
Suggest ions for Improvement & developments
Results :
I t could be noted that the second indicator used by organizat ion def ines the more
the ef for t but is usefu l at the beginn ing of new qual i t y culture. Although the f irs t
ind icator is more re levant to measur ing the resul ts.
28. The soc ia l service provider reviews and ref lec ts annual ly on the
par t ic ipat ion of persons served, based on their input .
Remark f rom the auditor : 1 2 3 4 5
<The serv ices of the soc ia l serv ice prov iders me et th is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
The organizat ion is cont inuous ly encouraging c l ient to part ic ipate in d if ferent
act iv i t ies outs ide the inst i tu t ion , they par t ic ipate in the theatre fest iva l , in the c it y
marches, var ious events . Newest example is the sol idar i ty coffee , where people
wi th disabi l i t ies were serving cof fee dur ing the conference break. Some of the
service users are work ing in smal l f i rms pack ing smal ls parts . The service provider
organizes a regular survey about user involvement and discuss i t wi th staf f , c l ients
and re lat ives.
Suggest ions for Improvement & developments
One may cons ider ways to more act ive ly engage the c l ients into annual
organizat ional p lanning by creat ing the inspector of moni tor ing the p lanned
measures.
29. The soc ia l service provider implements spec if ic measures for s taf f and
service users to understand, to enhance and to improve the empowerm ent
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
of person served,
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
<The resul ts of the social service provider meet thi s
cr i ter ia of the EQUASS 2018 assessment gr id on s tage > x
Informat ion on performance
Performance:
The core of JDC phi losophy is empowerment . Organizat ion had prepared Concept
of empowerment . The staf f are aware of empowerment pr inc ip les and apply them on
dai ly bases. Other c l ients a lso empower others , organizat ion had created a f r iendly
environment . Cl ient express their opin ions and views b y Counc i l of c l ient and other
tools dur ing group work .
Results :
Organizat ion measures the resul t wi th re levant indicator .
Suggest ions for Improvement & developments
Performance:
I t is suggested to put even more weight to the empowerment by organizing some
learning for the workers.
Results :
The indicator “delegat ion of independent funct ions to c l ient ” is important and might
be used at the beginning of monitor ing of results , thus in a future i t wi l l be
necessary to f ind the other opt ion , because i t is an ending indicator.
30. The soc ia l service provider implements spec if ic measures for staf f and
person served to understand and to establ ish an empower ing environment.
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 organizat ion is creat ing an empower ing environment, applying up to date ways
to empower the served persons. As i t was mentioned, each person has i ts personal
por t fo l io , where the goals and measures are def ined. Cl ient make food, travel threw
the c i ty, at tend JDC by public transpor t, at tend l ibrary, go shopping or learn English
independent ly. JDC also uses a lot of methodological tools to r ice the level of
independence: many easy to read ins truct ion, images, day schedule , d if ferent
instruct ion for c l ients (e.g. instruct ion for safe dat ing) . The cl ients ment ioned they
had a choice of var ious act iv i t ies , which was promot ing their independence.
Empower ing is understood c lear ly by staf f and measured by annual survey a lso
connected indicators of qual i t y of l i fe and the moni tor ing of Indiv idual p lan.
Suggest ions for Improvement & developments
I t is suggested to put even more weight to the theoret ica l background of
empowerment concept by organizing some tra in ings for the s taf f .
31. The socia l service provider del ivers services that are respons ive to
indiv idual choices, needs and abi l i t ies of the person served in l ine wi th the
organisat ion ’s m iss ion, v is ion and values.
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 service provider has an Indiv idual p lan for the c l ients , which is created
together wi th c l ients . Organizat ion m easures the level of c l ient involvement in
creat ing a p lan. The re lat ives noted that whi le crat ing the p lan, they had an
opportunity to express they needs and expectat ions. The p lan and annual goals for
each c l ient are made methodology wi th deta i l ind icators to monitor the pro gress of
every person. Organizat ion understands how successfu l ly the needs are matched.
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
32. The soc ia l service provider has a c lear concept of Qual i t y of L ife for
Person Served and implements act iv i t ies , wh ich are based on a needs
assessment of the person served, w ith the a im of improving their qual i t y of
l i fe.
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
<The resul ts of the social service provider meet this
cr i ter ia of the EQUASS 2018 assessment gr id on s tage > x
Informat ion on performance
Performance:
The concept of Qual i ty of L ife prepared by the organizat ion, is c lear descr ib ing
main areas of QL. Staf f are able to expla in how they unders tand the concept of QL
and how i t is measured in their organizat ion. The measurement of QL is l inked with
indiv idual p lan and general moni tor ing of progress of c l ient.
Results :
Organizat ion measures the qual i t y of l i fe of each person served b y these domains:
self -knowledge, independence, self - real izat ion, in teract ion, emot ional wel l -being,
phys ical wel l -being and soc ia l respons ib i l i t y . I t is measured by Radar methodology
and is v isual and understandab le. There measure is a lso provided on a group bases
and shows the changes, the survey was completed 3 t imes a year.
Suggest ions for Improvement & developments
Performance:
The means and methods how the l i fe qual i t y is evaluated could be represented
more in deta i l and d iscussed wi th the s taf f , how they m ight learn f rom the resul ts
obtained and how to use them to improve the operat ions.
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
33. The soc ia l service provider documents and rev iews the p lanning and
del ivery of services based on the ident i f icat ion of indiv i dual needs,
expectat ions and changing c ircumstances of persons served in an Indiv idual
Plan.
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
Every person has an Indiv idual Plan, based on indiv idual needs and expectat ions ,
the template is very v isual . There are var ious l i fe domains d iscussed and spec if ic
sk i l ls and competenc ies to be learned. The plan is reviewed twice a year. At the
same t ime, a quest ionnaire for addi t ional needs is being f i l led . The organizat ion
measures and unders tands how to successfu l ly implement th is approach.
Suggest ions for Improvement & developmen ts
34. The soc ia l service provider takes into account the phys ical and soc ia l
environment of the person served1 in the development, the del ivery and
evaluat ion of the services provided to the persons served.
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 services are adjusted to the phys ical and soc ia l needs of people served. The
soc ia l and phys ical environment is adapted to persons served by making easy to
read ins truct ions i r easy to understand images books.
Suggest ions for Improvement & developments
I t m ight be cons idered to provide the services of personal ass istance to person wi th
1 Social environment also includes family, advocates and supporting persons of person served
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
phys ical d isabi l i t ies outs ide the inst i tu t ion.
35. The socia l service provider involves the persons served in the des ign and
the review of the Indiv idual Plan to ensure h is / her indiv idual contr ibut ion i s
par t of the p lan.
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 provider meet this
cr i ter ia of the EQUASS 2018 assessment gr id on s tage > x
Informat ion on performance
Performance:
The procedures of engaging the served persons and their re lat ives into prepar ing
indiv idual p lanning is c lear and successfu l ly used on dai ly bases.
Results :
The organizat ion measures the number of c l ient who are able to f i l l in the indiv idual
p lan them self ’s or wi th a help of staf f , or only par t ic ipate by observing. The
indicator ir re levant .
Suggest ions for Improvement & developments
Performance:
I t would be a lso important to ini t iate the learn ing act iv i t ies and use the f inding for
fever development .
36. The soc ia l service provider ensures that the person serv ed can access a
cont inuum of services that span f rom ear ly intervent ion to support and fo l low
up, responding to changing requirements over t ime.
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
<The resul ts of the social service provider meet t his
cr i ter ia of the EQUASS 2018 assessment gr id on s tage > x
Informat ion on performance
Performance:
The service provider seeks to assure a cont inuum of the ser vices by large network
of local and internat ional par tners . This includes organizing learn ing, vocat ional
tra in ing act ivi t ies , le isure and enter ta inment ; a lso, employment act iv i t ies .
Results : The cr i ter ion of results being evaluat ed is “a number of served persons
who terminated the contract wi th JDC and st i l l received services in other soc ia l
center ” .
Suggest ions for Improvement & developments
Performance:
To ensure the cont inuum of services i t could be suggested to th ing about
poss ib i l i t ies to provide services on weekends based on needs of family. Personal
ass istance is also needed at person ’s home.
Results :
The indicator used to measure the resul ts does not fu l ly proves that soc ia l service
provider ensures that the person served can acces s a cont inuum of services.
Probably the c l ient, who lef t the JDC wi l l receive the services in other socia l
inst i tu t ions. We recommend look ing for the indices better matched to the las t
cr i ter ion.
37. The soc ia l service provider operates s ervices f rom a hol is t ic approach
based on the needs and expectat ions of the person served, family or care
g ivers .
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
There is a c lear system on which the evaluat io n of needs of c l ients and their family
members is organized. The JDC provide services in a hol ist ic manner, connect ing
wi th qual i t y of l i fe domains. The staf f understands an importance of hol is t ic
approach.
Suggest ions for Improvement & developme nts
I t would be the fore useful to make a larger discuss ion wi th in communit ies about
implementat ion of hol ist ic approach.
38. The soc ia l service provider ident i f ies and reviews the service del i very
act iv i t ies, and moni tors and mainta ins contro l over their qua l i t y.
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 process of service provis ion is c lear , the key act iv i t ies is c lear ly descr ibed, the
monitor ing of services is implemented with in al l areas o f organizat ion and i t is
l inked to annual p lan.
Suggest ions for Improvement & developments
We recommend to act ive ly involve s taf f to moni tor ing service provis ion .
39. The soc ia l service provider del ivers services to the persons served in a
community based sett ing and in l ine wi th the provider ’s vis ion and mission.
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
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
Informat ion on performance
The community type of environment is assured. C l ients are encouraged to
par t ic ipated in dai ly l i fe of ins t i tut ion us equal par tners, by creat ing the p lan of
act iv i t ies, by col lect ing suggest ion fo r improvement and etc. The inst i tu t ion is
s i tuated in a centre of c i ty, so c l ient can use many publ ic services outs ide
inst i tu t ion. Every group has funny “doing noth ing” day, ca l led “ lafadienis ” there they
choose an act iv i ty outs ide centre for a l l day long. JDC is wel l known in the c ity of
Panevežys. Partners and funders conf irmed that JDC is very “vis ib le ” in the c it y
l i fe. The service provider understands the importance of community-based sett ing.
Suggest ions for Improvement & developments
40. The soc ia l service prov ider del ivers services to the persons served in a
coordinated way.
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 coordinat ion of services provided in the ins t i tut ion. There are 8 soc ia l
workers who leads 8 groups of c l ients and each are responsib le for part icu lar
act iv i t ies , named in annual p lan.
Suggest ions for Improvement & developments
I t would be impor tant to moni tor the results of ef fect ive coordinat ion.
41. The soc ia l service prov ider del ivers services to the persons served in a
mult i -d isc ip l inary or mult i -agency set t ing.
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
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
Informat ion on performance
The services are provided in a mult i -d iscip l inary manner, for a harmony of whole
team work . Employees unders tand an importance of mul t i -d isc ipl inary approach , the
team work was a lso observed dur ing the audi t .
Suggest ions for Improvement & developments
I t could be recommended to look for some mult i -agency set t ings.
42. The soc ia l serv ice provider ident i f ies i ts bus iness and service resul ts and
has formal per iodic and independent reviews.
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 services provider monitors the resul ts of operat ing and has i ts c lear system of
indicators , they are p lanned in an annual p lan. Even though the resul ts are
impor tant for the whole organizat ion, not a l l of the s taf f know how the resul ts are
monitored and what are the indices evaluat ing them.
Suggest ions for Improvement & developments
We recommend reviewing some of the indicators (e.g. cr i ter ia: 9, 25, 29, 36, 45)
and to look for some new ways of resu l ts evaluat ion by d iscuss ing them with staf f .
43. The soc ia l service provider records results , ou tcomes and benef i ts for
person served of the received services on individual and col lec t ive bases.
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
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
Results :
There is an appropr iate index for evaluat ion of resul ts , i t c lear and re levant .
Descr ipt ion is very profess ional . Organizat ion a lso measures the performance on a
col lec t ive bas is .
Suggest ions for Improvement & developments
44. The soc ia l service provider evaluates results , outcomes and benef i ts for
person served, in l ine with i ts mission, in order to d etermine act ions for
improvement and best value for persons served, funders 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 th is
cr i ter ion of the EQUASS assessment gr id on s tage> x
Informat ion on performance
The results of operat ion are of ten d iscussed dur ing meeting wi th al l s taf f . Also,
they are presented in f ront of the Counci l of c l ients , in a c ity Counc i l in a
munic ipal i t y of Panevežys. The annual p lan for the next year is based on a SW OT
analyses and brainstorming of a team in accordance to the resul ts. The s taf f
understand an importance of evaluat ing results and the measurement of
performance.
Suggest ions for Improvement & developments
We suggest cons ider ing some innovat ive ways to engage the persons served to the
evaluat ion of results . For example, the inst i tu t ion could organize the day of
changed ro les or the day of internal audi tor , whi le the served persons become the
workers , ge t the information on their operat ions and f inal ly have to evaluate the
work done by the soc ia l workers .
45. The soc ia l service provider measures the sat isfact ion of persons served
and a l l re levant s takeholders by internal and/or ex ternal evaluat ion.
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 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
Results :
The inst i tu t ion evaluates the sat isfact ion of service users, family members and
founders. The employee understands the importance of sat isfact ion of a l l re levant
stakeholders.
Suggest ions for Improvement & developm ents
The indicators are re levant; thus, i t could be recommended to use scale of 5 , not 3
(e.g. Liker t scale).
46. The soc ia l service provider provides access ib le and eas i ly
understandable information on records on results , outcomes, inc luding
resul ts of surveys.
Remark f rom the auditor : 1 2 3 4 5
<The resul ts of the social service provider meet t his
cr i ter ia of the EQUASS assessment gr id on stage > x
Informat ion on performance
Results :
Organizat ion measures the resul ts, the indicators are re levant.
Suggest ions for Improvement & developments
I t could be recommended to use scale of 5 , not 3 (e.g. L iker t scale) .
47. The soc ia l service provider act i ve ly d isseminates organ isat ion performance
on bus iness and service resul ts amon g its s taf f , person served and a l l re levant
stakeholders.
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 informat ion on results for persons served, the staf f and a l l the other relevant
stake holders is moni tored. Then, the information is discussed to the workers in a
general meet ing and is wr it ten in the protocols. Also , there is another a l ike meet ing
wi th the habi tats. Addi t ional , the report can be found on the JDC websi te.
Suggest ions for Improvement & developments
We recommend cons ider ing hold ing one meet ing for a l l the interes ted par t ies , in
which the results would be presented v isual ly.
48. The soc ia l service provider def ines and implements a system of cont inuous
improvement of results of services, way of work ing and learning.
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 is cont inuous ly look ing for novelt ies and innovations in provid ing
their services. However, a c lear cyc le of cont inuous improvement with i ts methods
and procedures were not c lear ly revealed yet . I t is a matter of creat ing qual i t y
culture wi thin the team.
Suggest ions for Improvement & developments
We recommend us ing some clear and understandable qual i t y assessment tools.
Also, some sess ions of brain s torming, and other creat ive methods might aid in
engaging the s taf f into improving services.
49 The soc ial service provider operates mechanisms, which provide
informat ion to understand of future needs of persons served, s taf f , funders
and stakeholders .
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 successfu l ly col laborates wi th d if ferent s takeholders , of ten meets
wi th the founder , the par tners , the re lat ives of persons served and the local
community. Organizat ion understand the impor tant to col lec t ing data about future
needs of persons served, staf f , funders and stakeholders . Organizat ion a lso
implement the measures to compare the results wi th relevant soc ia l service
providers.
Suggest ions for Improvement & developments
We would recommend ta lk ing to the staf f about the poss ib i l i t ies to better
understand the needs of a l l the stakeholders , for the sake to improve services .
50. The soc ia l service provider in i t ia tes improvement in i t ia t ives by compar ing
and exchanging performances on approaches, resul ts of services, act iv i t ies and
outcomes of person served.
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 has compared i tse lf with 5 others socia l services providers in 8 areas
of act iv i t ies . Measur ing the resul ts leads to t he conc lus ion that JDC is the most
d ist inguished f rom other inst i tu t ions by three pos i t ions: at trac t ing internat ional
vo lunteers - 94.4%, internat ional projects - 94.4%. Disabled Fest iva l In i t ia t ives -
94.4 percent . I t is re levant and informative indicators .
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
4. Overview audit results
The scores ref lec t Jaunuol ių d ienos centras current pos i t ion in the Soc ia l
Services in L i thuania .
The scores are based on the assessment of the soc ia l service provider in the
EQUASS system.
EQUASS Principle for Quality Score
Leadership 4,67
Staff 4,57
Rights 4,80
Ethics 4,33
Partnership 5,00
Part icipat ion 5,14
Persons Centred Approach 4,57
Comprehensiveness 4,29
Result Orientat ion 4,33
Continuous Improvement 4,00
Total 45,70
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
5. Closing remarks
JDC is a very modern and innovat ive inst i tut ion, wel l known in a c ity of
Panevezys, but a lso acts as soc ia l work methodological center shar ing i ts
exper ience and knowledges. Ins t i tut ion had h ighly improved the performance of
serv ices whi le implement ing Equass system. The procedures of implementat ion
helped organizat ion to encourage the staf f , to involve c l ients in to p lanning and
growing of organizat ion by implement ing inclus ive ways. The par tners and
stakeholders assured that Equass helped the JDC center to measure the resul ts
and share them with partners.
The service provider is performing espec ial ly st rongly on Equas cr i ter ia ’s :
Rights , Part ic ipat ions and Leadership and Partnership . The managers has
created a team work based approach, involv ing a l l s taf f in d if ferent areas of
inst i tu t ion act iv i t ies by ensur ing subsid iar i t y wi th in ins t i tut ion. The JDC is
famous by i ts abi l i t y of fundrais ing, at trac t ing internat ional vo luntar ies.
Site v is i t was wel l p lanned and organized f rom a part of service provider , the
Skype meet ing wi th partners f rom 4 dif ferent countr ies were organised, about
12 local par tners invited. The audi tor had a poss ib i l i t y to par t ic ipated in
d if ferent act iv i t ies and observe the dai ly rout ine of ins t i tut ion. Inst i tu t ion has
implemented many innovat ive methods for empower ing persons served and that
was interest ing to observe. I t made an impress ion that organiza t ion is
committed to qual i t y and cont inues improvement.
The improvement could be made in Equass pr inc ip les Staff ,
Comprehens iveness, Result -or ientat ion, cr i ter ia ’s 9 , 10, 36, 41, 42, 43. I t could
be suggested to organize independed survey on performance, h ight educat ion
inst i tu t ion could be involved.
I t is general ly noted, that organizat ion started a good pract ice in measur ing the
resul ts of performance, thus i t would be impor tant to search for relevant
indicators and to improve some quest ionnaires .
Vi ln ius. 2019.04.11. Ieva Adomaity tė -Subačienė