The eQuass 2018 system Guus van Beek eQuass Consultnacy training Vilnius,15 March 2017

Mission eQuass 2018 Recognition Training Consultancy Awareness raising 3 measures Certifcation: 2 levels Training: consultants / auditors Consultancy: support in implementation / projects To enhance the social service sector by engaging social service providers in quality, continuous improvement, learning and development, in order to guarantee service-users quality of services throughout Europe.

European Quality Framework for Social Services What European Quality Framework for Social Services Overarching Quality Principles Available Affordable Person Centred Continuity Accessible Result Orientation Comprehensiveness User Participation & Empowerment Rights Stakeholder Partnership Good Governance Service Provider Staff Human Resource Management Working Conditions Infrastructure Source: Social Protection Commitee, October 2010

Quality

The eQuass Framework Continuous improvement Rights Ethics Partnership Person centred Comprehensiveness Partnership Participation Result orientation Ethics Leadership Continuous improvement Staff

The eQuass 2018 system Compliance 1

The eQuass 2018 system Clear Approaches 2

The eQuass 2018 system Implementation 3

The eQuass 2018 system 4 Results

The eQuass 2018 system 5 Improvement

Learning & Development The eQuass 2018 system 6 Learning & Development

The eQuass 2018 system 7 Benchmarking

The eQuass 2018 system Assessment 8

Perspectives The eQuass 2018 system 6 5 7 4 8 3 1 2 Management Human Rights 7 4 Perspectives 8 3 Services Quality Management 1 2

The eQuass 2018 system 6 5 7 4 8 3 1 2 Management Human Rights Services Quality Management 1 2

The eQuass Framework Continuous improvement Rights Ethics Partnership Person centred Comprehensiveness Partnership Participation Result orientation Ethics Leadership Continuous improvement Staff

Documented approaches Vision, mission and values Quality policy Annual plan Policy on staff recruitment and staff retention. Plan for staff development and learning Roles and responsibilities of employees Charter of Rights Complaint management system Policy on Ethics and wellbeing for all Code of ethics Health and Safety plan Procedures on prevention Procedures to assure confidentiality, dignity etc. Policy and procedures for inclusion Concept of empowerment. Concept of Quality of Life Individual Plans for persons served Procedures for involving persons served Key service delivery activities Business and service results / achievements Continuous improvement and learning system

Implementation of approaches 5 The organisation implements innovative improvements successfully within the scope of the criteria as result of learning activities. 4 The social service provider initiates learning activities to explore innovative ways of working for improving approaches and implementation within the scope of the criterion. 3 The social service provider understands how successfully the approach has been implemented, based on information and data. 2 The social service provider has implemented the approach within all relevant areas of the organisation. 1 The social service provider has a clear and sound approach

Results Personal growth, continuous learning and development of employees. Promoting and practicing rights of person served respected Benefits organisations’ partnerships. Involving persons served in service planning, and evaluation of services. Empowering persons served Improving quality of life of persons served. Involving persons served in their Individual Plans. Ensuring a continuum of services Outcomes and benefits to person served of the provided services Satisfaction of persons served and other relevant stakeholders. Business results are understood by person serve, staff and other relevant stakeholders Comparison of performance, approaches, outcomes and/or activities.

Achievements and results Some results Tangible results, based on relevant indicators. Understanding of the achieved results Trends and comparing the results with other social service providers Implementing improvements as result of the comparison 1 2 3 4 5

Cycle of the audit and site visit in EQUASS (3 years cycle) 4 2 1 Audit / site vist Progress report Audit / site visit

EQUASS 100 5 4 3 2 1 EQUASS Excellence Committed to EQUASS Excellence EQUASS Assurance 3 Committed to EQUASS Excellence 2 Committed to EQUASS Assurance 1

The eQuass Framework Continuous improvement Rights Ethics Partnership Person centred Comprehensiveness Partnership Participation Result orientation Ethics Leadership Continuous improvement Staff

Michael Crowley EQUASS Consultant michaelcrowleyd@gmail.com