Plataforma de Organizaciones no Gubernamentales (ONG) de Acción Social Quality in the NGO field. Some experiences in Spain

The Social Welfare Sector in Spain AssociationsFoundationsOthersTotalTotal Spain % Entities % Employees % Volunteers n/a %

The Platform Background Meetings hosted by Mr. Jose María Aznar, President of the Spanish Government in – 21 May 1998 – 12 January 1999 Aimed to listen the sector’s voice, to know about it and promote it’s work. Some organizations meets again and agreed to set up the Platform to foster collaboration between all of them

Who are the Platform members? It was set up by 16 organizations in year The Platform is a permanent umbrella organization. Now group 20 associations or foundations working in the social welfare field. The members are the major and well known national organizations in Spain. This organizations covers different areas : – Elderly people, infants and youth, migrants and asylum seekers, health, minority groups, gender, disabilities, family, most vulnerable, people living VIH/AIDS … Their activities are oriented from different perspectives: service delivery, advocacy, training, etc.

Platform members:

In total: Organizations members of the Platform involves: Members: Volunteers: Professional staff: Clients / users:

Main activities done: The “White book” on the social sector in Spain Strategic Plan for the Social Sector. Social Welfare NGO’s State Council Strengthening the sector: training; employment initiatives, volunteering, funding. Lobbying on new rules: volunteering, associations, foundations, taxes, financial conditions.

Quality: some basic ideas about it. “To do things in a proper way” “To give clients as much as it was offered” “To identify, accept, satisfy and exceed the expectations of the stakeholders (clients, employees, suppliers, society in general)

Quality: basic principles All processes, products or services are suitable to be improved. The stakeholders’ point of view is the key issue for manage the organization. Holistic approach: Implies not only focus on processes but the organization as a whole entity, including its environment, in particular the people involved. Requires: information and training; involve Q in organizational culture, and invest some resources.

Quality: some obstacles Q system must be made to measure: each organization requires different standards. Also, keep in mind local and cultural differences. Q implies a deep change in organizational culture. Requires some time. Need a deep and continuum evaluation. Start with Q it is a huge effort.

Quality: the competitive advantage Allows to satisfy our clients needs, interests and expectations Reach the best reputation as an excellent, credible and quality organization. Improve the organization efficiency. Get more information for decision taking process. Share a common methodology. Identify resources needed to reach the goals Promotes investigation about new lines to improve quality.

Quality and Third Sector. Why? The society demands guaranties: – On quality of the services offered to the clients – On efficiency on managing the social organizations – On transparency about the best use of the resources. Competition in the sector. Many organizations and scarcity of resources. So, we are faced to a new challenge

Quality: basic principles in the social Sector Client oriented organizations. Leadership: ethical compromise. Staff involvement. Oriented on processes to provide the best services.

Why we must introduce Q in our work? Improves the quality of the services provided to the clients. Provides more trust in the work we done. Makes easy a quick response and fast adaptation to the new challenges. Allows the involvement of clients, staff and stakeholders. Contributes to a permanent learning.

Ongoing initiatives in Spain: “ONG con Calidad” promoted by the Platform. Q Plan, promoted by the Social Welfare NGO’s State. AENOR: Ethics and quality management in the NGO’s.

Promoted by the Platform NGO’s Mission: to foster Q systems in Welfare NGO’s Principles : People oriented: Human dignity, solidarity, professionalism, volunteering. Organization oriented: the client is the most important stakeholder, decentralization, transparency, efficiency, holistic approach Society oriented: democratic compromise, social involvement, cooperation with others.

The group provides: – Information on Q issues to NGO’s and public in general. – Training for staff and volunteers. – Technical help for developing Q systems in the NGO’s – Develop Q standards and tools. – Seminars on new approaches to Q issues all around the world. Next step: to certify the Q systems, providing a Q seal for the sector.

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