equass assurance audit report - pjdc.lt

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.

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



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.



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





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).


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.





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.


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.


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.





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.


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.






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.


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.





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


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.





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.


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.




<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



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 .


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.





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 .



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 .





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.


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 .






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.


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.





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.


14. The soc ia l service provider informs and supports persons served in

understanding their r ights in an access ib le way.






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 .





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.



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.


<The resul ts of the social service provider meet this

cr i ter ia of the EQUASS assessment gr id on stage > x


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 .





Organizat ion has i ts own procedure on complaints and suggest ions. The procedure


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 .


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.





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 .


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 Code of Eth ics is inc luded in Eth ics pol icy of the care inst i tut ion. Eth ical

http://pjdc.lt/e-skundas-ir-e-pagyrimas/


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.


20. The soc ial service provider fac i l i tates access to services and resources in

a non-discr iminatory and transparent manner .





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.


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.


<The serv ices of the soc ia l serv ice prov iders m eet th is




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 .


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.





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) .


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 .






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.


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.





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

http://www.sclera.be/en/picto/copyright

http://www.kindercentraderoef.nl/

http://www.bdks.de/

http://www.internationaler-bund.de/behindertenhilfe

http://www.csv.marche.it/

http://www.karabobowski.org/

http://www.volontarimini.it/


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.





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.


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.

http://pjdc.lt/stella-projektas/

http://pjdc.lt/stella-social-behavior-handbook/

http://pjdc.lt/stella-social-behavior-handbook/

https://team-ability.blogspot.com/


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.





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.





cr i ter ia of the EQUASS 2018 assessment gr id on s tage >

x


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 .


Results :

Organizat ion measures the involv ing of c l ients in service planning . Organizat ion

use 2 indicators .


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 .


<The serv ices of the soc ia l serv ice prov iders me et th is



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.


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


of person served,




<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


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 .


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.






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.


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.





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.



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.







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.


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.


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.





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.





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.


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


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.







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 .


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.





<The resul ts of the social service provider meet t his



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 ” .


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 .






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.





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.


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.






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.


40. The soc ia l service prov ider del ivers services to the persons served in a

coordinated way.





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.


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.






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 .


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.





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.


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.






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 .


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.





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.


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.






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.


<The resul ts of the social service provider meet t his



Results :

Organizat ion measures the resul ts, the indicators are re levant.


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.






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.


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.





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.


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 .






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.


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.





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 .



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


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

equass assurance audit report - pjdc.lt

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