1. Diana Chiriacescu HISEE, Belgrade, June 15th 2006
The process of social services delivery and the role of regulatory mechanisms; different national examples
Diana Chiriacescu
HISEE, Belgrade, June 15th 2006

2. Social services
A large and diversified range of services which are intended to improve the standards of living of the population, especially of individuals and groups in vulnerable situations.
They are linked to national welfare schemes and are important tools for the implementation of public policies in the field of social protection, non-discrimination, fight against poverty and exclusion.
They are not conditioned by the contribution of the users and enhance capacities of individuals for full inclusion and participation in society. They respond to social needs and social deficits, which cannot be managed by the market, or which can be even generated by the market.
The States are responsible for ensuring the access of all citizens to social services
(Description based on the perspective of several European platforms that are active in the field of social services - Social Platform, Eurodiaconia, EASPD)

3. Who can provide social services:
Public providers:
Central authorities, through their decentralized agencies;
Local authorities (departments, municipalities);
Private providers:
Non-profit NGOs, DPOs, Parents Organizations;
For-profit companies
Informal providers
Volunteers, neighbors, family members

4. The regulatory mechanisms
Regulatory mechanisms in the field of social services are instruments meant to control, coordinate and improve social services, both at macro and micro level.
They are a lever for developing quality, accessible, available, accountable, affordable social services for all citizens, including people with disabilities.
They are designed to be applied for both public and private provision of social services

5. The main stakeholders in the process of services provision
THE STATE
(public authorities,
central and local)
THE SOCIAL SERVICES
PROVIDERS
(public and private)
THE USERS

6. PUBLIC AUTHORITIES (CENTRAL LEVEL)
They guarantee the access to social services by defining the regulatory mechanisms
at national level and evaluating their implementation
USERS
SOCIAL SERVICES PROVIDERS
DEMAND and lobby (expressing the existing needs)
PROVISION OF SERVICE
OFFER
(SUPPLY)
PUBLIC AUTHORITIES (LOCAL LEVEL)
They implement the national regulatory procedures at local level
The responsibility in the definition and implementation of regulatory mechanisms
The regulatory mechanisms (the green arrows) are meant to coordinate: the access of users in the system of social services, following their needs and demands, the supply of services according to local needs, as well as the concrete provision of social services, respecting essential principles as quality, accessibility, accountability, affordability for all users who need them.
Regulation of the
implementation of RM
Regulation of the
supply
Regulation of the
access to services
Regulation of the
provision

7. The role of the regulatory mechanisms in the social services delivery process
To monitor and structure the needs for services, that are expressed at territorial level;
To articulate the offer with the demand;
To regulate the efficient use of the existing resources;
To guarantee the quality of the services for all users
They allow the choice of the service and contribute to
make the social services: available, affordable,
accessible, of good quality

8. Gate keeping procedures
At the system’s level (macro)
Needs assessment
Territorial maps of needs and services
At individual level (micro)
Defining access criteria to services
Assessment of the individual situation
Decision making and orientation to
services
The need for services is identified and expressed;
The criteria for accessing the service are defined adequately;
The orientation to services reflects the needs and the choices of users
The quality criteria for the provision of services are defined
The providers’ offers are assessed according to the needs and to the standards; they are authorized to provide the respective service;
They have access to public funds;
Both user’s situation and service provision are monitored and evaluated according to the standards and principles of good governance
Quality standards
1) General principles
2) Technical standards
Contracting procedures:
Call for offers/ tender/ applications
Licensing
(Sub)contracting and Funding
Monitoring and Evaluation

9. Concrete service provision
Multi stakeholders
assessment of needs
for social services,
at territorial level
Elaboration of the
“territorial maps”
of services and needs P L A N I G
GK macro
If the service is needed / required NO
Applications registration
Assessment of applications (cf.. quality standards)
Access criteria
for the users
of social
services
If application accepted NO
Corrections
Licensing
Individual
situations’
assessment
and/or
Contracting
Funding
Concrete service provision
Decision
making/
Orientation of
users towards
services
Provision
Internal regulatory
mechanisms
Monitoring of the person’s situation
Monitoring of the service
Monitoring
GK micro
Evaluation of the service
Evaluation
If evaluation OK
yes NO
Corrections
NO + severe errors

10. FRANCE
The majority of social services providers are non-profit (NGOs, parents’ organizations, DPOs);
They are subcontracted by the State (local authorities) and receive public funds (“public mandate” / “delegation de services publiques”)
In order to be subcontracted, the services have to respond to needs (territorial maps of needs) and to comply with quality standards
The services are monitored and evaluated (auto-evaluation each 3 years, external evaluation each 5 years); the result of these procedures condition the license.

11. GREAT BRITAIN
All types of service providers exist (non profit, for profit, public, informal);
A single « Inspection Commission» is in charge with the majority of the regulatory procedures (CSCI)
Personal allowances (budgets) can be used by people with disabilities for the choice of the services that they want to access
Collaboration between the social and health service providers; benchmarking (the rating system for local authorities annual performances)

12. ROMANIA Public and non profit providers;
A specific strategy and law for social services, including:
compulsory quality principles (9 principles, inspired by the EQRM system) for all social services;
detailed technical standards for each specific social service (e.g. standards for case management; for foster care; for day care centres for children with disabilities etc;
An “accreditation” procedure for all social services providers; an additional licensing procedure for each specific service;
Contracting procedures, monitoring and evaluation (exist in legislation, not yet implemented)

13. Main recommendations related with the implementation of regulatory mechanisms
Internal coherence within the system of procedures; correlation and coordination between the implementation agencies;
Training of the stakeholders that will implement these procedures (assessors, contractors, licensing bodies); specific training for services providers;
Testing the different scenarios and procedures for the new mechanisms;
Involving the users and/or their representatives in the elaboration of the regulatory frame for social services;
Introduction of new management and monitoring tools in the social services sector, (e.g. cost-effectiveness analysis, the cost per day per user, annual statistical reporting etc.)