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Annual report of the EQUASS activities and achievements in 2011 - updated 15/05/12
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EQUASS
Annual Report
2011
Editorial page 1
EQUASS adapted to the voluntary European Quality Framework page 4
EQUASS Certifications page 6
General overview 7
Overview per country 8
Local Licence holders page 15
EQUASS Auditors page 19
EQUASS trainings 19
Update of the EQUASS Auditor profile 20
Interview with an EQUASS Auditor 21
EQUASS Projects page 22
EQUASS piloting in Estonia 22
PRIME Project 24
EQUASS Events and PR page 25
EQUASS Awarding Ceremony 25
Benchmarking with EQUASS 26
Other EQUASS events 27
EQUASS Online communication 28
EQUASS Structures and Staff page 29
EQUASS Quality Control page 30
Feedback and results from applicants evaluation forms 30
Complaint management 31
Content
EQUASS Annual Report 2011 2
Editorial
Dear readers,
Many examples demonstrate that introducing new quality
systems on a wide scale is a long-term process with some
difficult years before a “snowball-effect” can be seen. For
EQUASS, 2011 was the year that the snowball actually
started to roll in a few countries, resulting in a doubling of
the certified sites and organisations. 440 certified sites in 14
European countries exceed by far the targets as defined in
the business plan 2011 – 2013. 90.000 service-users getting
services from an EQUASS certified provider and about 20.000
staff members working in certified organisations make a
substantial contribution to the mission of EQUASS to engage
social service providers in quality and continuous
improvement.
This success of EQUASS puts however a greater responsibility on all the actors involved. It
demands a stronger management and stricter procedures. Increasing the duration and
level of auditors training, issuing transparent complaint procedures, and running an EQUASS
Core Group with advisory functions are just a few examples of the focus on governance
adopted in 2011. The ambition to make EQUASS compliant with the ISO 17021 standard fits
into this strategy to enhance the reliability and credibility of the EQUASS system.
2011 was also the year during which the EQUASS quality principles and criteria were
reviewed in the light of the voluntary European Quality Framework for Social Services which
was launched by the European Commission and the EU Member States in October 2010. This
document will be the reference for quality in social services in the coming years, and
EQUASS is currently the only system that can assess compliance with this quality framework
in practice. As such, EQUASS meets the needs and expectations from the sectorial
stakeholders and is prepared for the near future. All this makes EQUASS particularly
attractive to many policy makers and funders in the member states.
The EQUASS Annual Report adopts a new format this year, with the aim to reach a wider
dissemination scope, and in line with our fundamental belief in transparency and
accountability towards all stakeholders involved. Moreover, we hope to contribute in this
way to the modernisation of the social services sector, and to the ultimate goal of ensuring
quality of services to disadvantaged people throughout Europe.
Yours sincerely,
Jan Spooren
EQUASS Manager
EQUASS Annual Report 2011 3
Origins of the Changes to EQUASS 2012
The 2012 version of the EQUASS framework takes its origins in the voluntary European Quality Framework (EQF) for Social Services developed by the Social Protection Committee, with contributions from the Common Quality Framework (CQF) for Social Services of General Interest (SSGI), developed by the Prometheus Project. The CQF for SSGI describes a set of domains, preconditions and principles, as well as a set of key criteria that influence the quality of social services.
Based on the EQF and the CQF, the EQUASS Awarding Committee decided to adopt the new principles and quality criteria so that all EQUASS certification programmes comply with these quality frameworks. Therefore the new EQUASS certification can be considered as the expression of the new requirements of the European Commission and the adaptation to the changing demands of stakeholders and the European Commission, and to the evolving context in the social sector.
What are the major changes of the EQUASS 2012?
The EQUASS certification programmes is offered at two levels:
� EQUASS Assurance
� EQUASS Excellence
All EQUASS certification programmes are based on the same framework: the 10 Principles for Quality including the 50 underlying criteria
Rights
Ethics
Partnership
Participation
Person-centred approach
Comprehensiveness
Continuous
improvement
Leadership
Sta
ff
Result
orientation
EQUASS adapted to the
voluntary European Quality Framework
EQUASS Annual Report 2011 4
EQUASS adapted to the voluntary EQF (continued)
In the EQUASS Assurance certification programme, the 50 criteria are assessed on 100 Performance Indicators for Assurance, all of which have to be met to receive the two-year certification.
The EQUASS Excellence certification is assessed on a self-evaluation report in which the applicant describes its performance on the 50 criteria from the perspective of approach, deployment and achieved results. The performance is then evaluated and reported to the EQUASS Awarding Committee. The EQUASS Excellence certification is valid for a period of three years.
The two certification programmes are strongly linked to each other, and facilitate and encourage a natural way of quality development and improvement in organisations for social services. In order to reflect the latest developments on quality in the social sector, new elements have been added to the EQUASS certification programmes: self-determination, informed choices and empowerment of service users, proximity of services, competences of staff, position of volunteers, benefits for service users, added value of partnership and stakeholders, quality of life of service users and innovation. All those issues must be properly addressed by the applicants.
An interim level of recognition has also been developed in 2011: Stairway to Excellence. This recognition can be given once to organisations whose score is lower than the required threshold for EQUASS Excellence, or that cannot provide three years trends in results on the 50 criteria yet nor systematic benchmarking. Additional criteria for performance on approach, deployment and results are also applied. Stairway to Excellence is valid for 18 months, and should lead to a new application for EQUASS Excellence.
Implementation and Timeline
The ‘new’ EQUASS certification programmes (including criteria for awarding) have been implemented since 1 January 2012. The preparation of this implementation took place in 2011, through the organisation of information meetings, and the adaptation of all supporting documentation.
For additional information: please contact the EQUASS coordinator at equass@equass.be.
EQUASS Annual Report 2011 5
EQUASS Certifications in 2011
EQUASS certified organisations represent a wide range of service provision to clients. Their services range
from permanent adapted work or sheltered workshops (over 80% of all certified organisations in 2011) to
supported employment (over 34%) or labour market or occupational training such as vocational training,
on the job training or work preparation for in inclusive and sheltered work place (50%). Their clients can
choose from various training possibilities, from sectors such as healthcare and hospitality industry to
crafts and commercial occupations and computer-based work (web design, computer programming).
A great number of EQUASS certified organisations also serve children and youngster with disabilities with
the following types of services: early intervention (pre-school) and special needs education; respite care;
sports, culture, and leisure activities; family support; and psychological and medical services.
As of the end of 2011, the total number of EQUASS certified organisations are serving 60.000 persons with
disabilities and other disadvantaged groups; and employing over 15.000 staff members. Those numbers
demonstrate the real impact of EQUASS on the social services sector, and on service delivery to people
with disabilities or other disadvantages.
EQUASS Annual Report 2011 6
Images © Microsoft
Overview 2011
Legend
Country where EQUASS Assurance
and/or Excellence certification(s)
took place in 2011
Country with a Local Licence
Holder in 2011
In 2011, EQUASS was awarded in 11 countries (total number of countries with EQUASS certified organisations : 14)
319 EQUASS
Assurance certified
organisations
7 EQUASS
Excellence certified
organisations
EQUASS Annual Report 2011 7
EQUASS in Estonia “EQUASS developments in Estonia
are moving forward with a good
energy. Estonian Quality
Associa�on has awarded us with a
prize “Quality Accomplishment of
2011“, so there’s something to be
proud of! “
Keiu Talve, EQUASS project
manager and coordinator of
EQUASS Local Licence Holder in
Estonia
ESF Funding brings great rewards
The following organisations benefited from the European Social Fund support in 2011:
Tallinn Mental Health Centre - Kristiine Social Center ; Haapsalu Neuroloogiline Rehabilitatsioonikeskus
(HNRK) ; Astangu Vocational Rehabilitation Centre ; Jõhvi Welfare Hospital ; AS Hoolekandeteenused
Imastu Koolkodu AS
EQUASS in Finland
First EQUASS certification in Finland
On 20 April 2011, Ammattiopisto Luovi / Aikuiskoulutus in Finland
was awarded EQUASS Assurance for three of its sites: Joensuu,
Oulu and Tampere.
Luovi represents over 530 persons served, and 50 staff members.
In 2011 in Estonia:
6 organisations certified with EQUASS
Assurance
Representing over 5.500 persons served
Representing 368 staff members
EQUASS Annual Report 2011 8
EQUASS in Greece
Theotokos Foundation awarded EQUASS
Assurance
The Theotokos Foundation in Ilion, Greece was
awarded with the EQUASS Assurance certification.
EQUASS in France
Traumatic Brain Injury in France
EQUASS awarded the Centre de Réadaptation de
Mulhouse - Unité d’Evaluation, de Rééntraînement et
d’Orientation Sociale et / ou professionnelle (UEROS) in
Mulhouse with the EQUASS Excellence Quality Mark.
CRM-UEROS provides professional coaching and vocational
training to people with traumatic brain injury.
The CRM-UEROS unit includes 10 staff members, and served
60 users in 2011.
Jan Spooren (EQUASS Manager) with
Séverine Golly (CRM)
Panagia Eleousa awarded with
EQUASS Excellence
The workshop “PANAGIA ELEOUSA” for people
with intellectual and related disabilities of the
of Etoloakarnania Prefecture in Greece was
awarded the EQUASS Excellence mark for its
centres in Messolonghi and Agrinio.
Panagia Eleousa represents 125 persons
served in 2011, and employed 40 staff
members.
EQUASS Annual Report 2011 9
EQUASS in Germany
Berufsförderungswerk Hamm GmbH,
TSBW Husum and Antoniushaus
Hochheim were awarded with EQUASS
Assurance in 2011
In 2011 in Germany:
3 organisations certified with EQUASS
Assurance
Representing over 1.250 persons served
Representing 550 staff members
EQUASS in Ireland
EQUASS awarded RehabCare with the EQUASS Assurance quality mark
for 6 of its Resource Centres: Nenagh, Sligo, Bantry, Bray, Kildare and
Castlerea.
EQUASS awarded the National Learning Network in Ireland with
EQUASS Excellence for 28 of its sites in October 2011. NLN is
Ireland's largest non-government training organisation with
centres in almost every county in Ireland.
The 28-site audit and subsequent certification is a first in EQUASS
history.
Record-breaking Excellence certification for NLN
RehabCare
EQUASS Annual Report 2011 10
“EQUASS Excellence quality mark is the best proof that we meet the
expecta�ons of clients, partners, funders, other stakeholders and society
and confirma�on of professional, united and solidarity team work as well.”
Valakupiai Rehabilita$on Centre
EQUASS in Lithuania
EQUASS awarded the Valakupiai Rehabilitation Centre with
EQUASS Excellence in November of 2011
EQUASS in the Netherlands
Pluryn Rea College succeeds in gaining
EQUASS recognition for 3 sites
On 31st of July, Pluryn Rea College was awarded
the EQUASS Assurance quality mark for three of its
sites: Hoensbroek, Nijmegen and Groningen.
These sites provide Vocational Rehabilitation, and
Vocational Education and Training (VET).
The certification encompasses over 480 persons
served, and represents 70 staff members.
EQUASS Annual Report 2011 11
The Norwegian phenomenon:
Over 200 awarded organisations
“For me, EQUASS Assurance is two
improving cycles; one on individual and
one on system level.”
Sissel Andreassen – Norwegian EQUASS
Auditor
Read the rest of Sissel’s interview on
page 21
EQUASS in Norway
The whole list of certified organisations in Norway can
be found on the online publication:
http://issuu.com/eprehab
In 2011 in Norway:
212 organisations certified with EQUASS
Assurance
Representing over 21 800 persons served
Representing 5 200 staff members
Services offered by the EQUASS Assurance certified organisations in Norway
EQUASS Annual Report 2011 12
EQUASS in Portugal
Services offered by the EQUASS Assurance certified organisations in Portugal
EQUASS
Excellence in
Portugal
In 2011, EQUASS awarded EQUASS Excellence to
two outstanding organisations in Portugal:
� Fundação AFID Diferença � APPACDM de Vila Nova de Gaia -
Associação Portuguesa de Pais e Amigos do Cidadão Deficiente Mental
Capacity Building with the
Fundo Social Europeu
In 2011 in Portugal:
93 organisations certified with EQUASS
Assurance
Representing over 26 500 persons served
Representing 13 000 staff members
The whole list of certified organisations in
Portugal can be found on the online publication:
http://issuu.com/eprehab
EQUASS Annual Report 2011 13
“I am sure that all social services, in all social
sectors, have the purpose to provide the best
service to their clients. And they have in EQUASS
the tool to help them to achieve that purpose and
to develop further their mission.”
Isabel Silva, Portuguese EQUASS Auditor
EQUASS in Slovenia
EQUASS Excellence awarded to the
Vocational Rehabilitation Centre of
University Rehabilitation Institute Republic
of Slovenia (URI) Ljubljana
URI provides a wide
range of rehabilitation
services in Slovenia
and serves about
14.000 clients each year. The units audited by
EQUASS are located in Ljubljana and Maribor,
where 50 employees serve 700 clients
EQUASS Annual Report 2011 14
Enhancing performance and meeting needs
In social service provision
ZELVA d.o.o. – Center Zaposlitvene in Poklicne Rehabilitacije in Ljubljana
Zelva, was awarded EQUASS Assurance in 2011. Zelva is a company providing training and
employment of persons with disabilities, was established in 1991 by Sožitje – Association for
mental handicap in Slovenia. The original organisation was founded to provide work training
for young people with slight mental health issues (as well as physical disabilities ). The
services audited serve over 140 persons and employ over 150 persons
The dissemination and expansion of EQUASS in Europe is assisted by a set of local
representatives, called Local Licence Holders. The LLH serve as a local intermediary between
the EQUASS customers and the EQUASS Secretariat, and coordinate the certification process
between applicants and auditors in the countries where an LLH is established. The EQUASS
Secretariat only comes into action when the full application dossier and Audit report are
submitted for approval.
In Estonia, Germany, Lithuania, Norway, Portugal and Slovenia, EQUASS Assurance certification services
can be obtained through the Local Licence Holders detailed hereafter. As of the beginning of 2012,
EQUASS does not have a LLH in Ireland anymore, as EIQA (Excellence Ireland Quality Association) has
stopped its LLH function. All Irish certification requests are dealt with directly by the EQUASS Secretariat.
For EQUASS Assurance certification in countries other than those listed above, and for EQUASS Excellence
certification in all of Europe, applications are made directly to the EQUASS Secretariat, based in Brussels,
Belgium. The EQUASS Secretariat in no way outsources or delegates to the Local Licence Holder the
decision on awarding the Quality Mark, but trains, supports and monitors the LLH.
National Stakeholder Committees are established in countries where the volume of certifications (actual
or expected) is significant, and requires to consult with the sectoral actors for input and scrutiny on the
role and implementation of EQUASS in the country. The Committee consultation and comments benefit
the cycle of continuous improvement for both for the LLH and the management of EQUASS in Brussels.
EQUASS Local Licence Holders (LLH)
Astangu 27, Tallinn 13519 , Estonia
Tel. +372 6877 223
Contact person: Keiu Talve keiu.talve@equass.ee
www.equass.ee
Astangu Vocational Rehabilitation Center, EQUASS Eesti
Estonia
EQUASS Annual Report 2011 15
Astangu Vocational Rehabilitation Center was founded in 1995 under the administration of the Ministry
of Social Affairs. Astangu is the only vocational rehabilitation service provider in Estonia with clients all
over country and has a supportive role for the Ministry in decision making process.
EQUASS Assurance has been implemented in Estonia in 2010 and 2011 with the
support of the European Social Fund. This has resulted in 6 certified organisations.
Astangu has been acting as EQUASS Local Licence Holder in Estonia since January
2012 after having practiced this role in 2010 and 2011, thanks to the ESF capacity-building funds.
The National Stakeholders Committee consists of representatives from the Ministry of Social Affairs, the
Social Insurance Board, the Estonian Quality Association, the Estonian Chamber of Disabled People and
service provider Tallinn Mental Health Center.
Lithuania
Vaidilutés str. 69 Vilnius LT-10100 - Lithuania
Tel: +370 5 2477542
Contact person: Daiva Besagirskaite info@reabilitacija.lt
www.reabilitacija.lt/en/
Valakupiai Rehabilitation Centre (VRC)
VRC, a public organisation funded under the Ministry of Social Affairs, has a leading role in
promoting quality in the Vocational Rehabilitation sector in Lithuania. VRC provides medical
and vocational rehabilitation services, social day care, practical driving assessment and a
driving school for people with disabilities.
VRC was also the recipient of the EQUASS Excellence Mark. The services audited serve over
100 persons and employ over 100 staff members.
EQUASS Deutschland is operated by the Brüsseler Kreis, a collaboration of the major Protestant and
Catholic social enterprises in Germany. The Brüsseler Kreis is active in providing care for persons with
disabilities, the elderly, youth and in education. With about 40 000 workers and more than 35 000 in-
patient, partly-in patient and out-patient care clients, they serve about 100 000 persons yearly, with a
turnover of around € 1.7 billion. The Brüsseler Kreis is being represented by the organisation Josefsheim
Bigge, located in Olsberg.
Heinrich-Sommer-Str. 13 - 59939 Olsberg
Tel: +49 2962 800 225
Fax: +49 2962 803 872 25
Contact person: Winfried Henke info@equass.de
www.equass.de
EQUASS Deutschland c/o: Josefsheim Bigge gGmbH
Germany
EQUASS Annual Report 2011 16
EQUASS Norge AS
The company EQUASS Norway AS was officially established in January 2012. In 2011, it was still operated
as a division of the Association of Vocational Rehabilitation Enterprises (AVRE). AVRE is an employer and
interest organisation for approximately 110 not-for-profit organisations spread across Norway. These
organisations provide vocational support (vocational assessment, permanently adapted work, research
support for a job or further education) to more than 35 000 disadvantaged persons yearly. In addition,
the organisations provide work preparatory trainings for persons who need to establish necessary basic
skills for any job, as well as supported employment for persons in need of extensive follow-up in the open
labour market.
EQUASS in Norway has benefited from a tremendous boom in operations due to the decision of the NAV,
the Norwegian Labour and Welfare Organisation, to recognise EQUASS as one of several certification
systems available to organisations providing services to people with disabilities. NAV moreover instructed
all concerned organisations to get certified by the end of 2011 in order to improve the overall quality
level in the rehabilitation sector.
EQUASS Norwegian Stakeholder Committee
On 27 June, the Norwegian Stakeholder Committee of EQUASS met
for its annual meeting. Representatives of umbrella organisations
for services users, funders, national authorities, service provider
organisations, employers and employees discussed the progress
and achievements of the implementation of EQUASS in the
Norwegian vocational rehabilitation sector.
Norway EQUASS Norge AS
Postboks 5473, Majorstuen
0305 Oslo
Phone: +47 23 08 86 50
www.equass.no
Contact persons: Elisabeth Erlandsen and Andreas Tømmerbakke elisabeth.erlandsen@equass.no andreas.tommerbakke@equass.no
Members of the EQUASS Stakeholder Committee
National Federation for companies providing permanent jobs adapted to the individual (ASVL) Norwegian Labour and Welfare Administration (NAV) Norwegian Federation of Organisations for Disabled People (FFO) Norwegian Organisation for the disabled Norwegian Association of Local and Regional Authorities (KS) Norwegian United Federation of Trade Unions (Fellesforbundet) Landsrådet for arbeid til yrkeshemmede (LAFY) Association of Vocational Rehabilitation Entreprises (AVRE) Federation of Norwegian Commercial and Service Enterprises (HSH)
EQUASS Annual Report 2011 17
Portugal
Serviços Centrais Rua I do Pólo Tecnológico de Lisboa , nº 3 (Lt 24) 1600-546 Lisboa - Portugal Tel: + 351 214996210 www.apq.pt
Contact person: Carla Cunha
carla.cunha@apq.pt
www.equass.pt
Associação Portuguesa para a Qualidade - APQ
APQ is a membership based non-profit organisation founded in 1969. Its purpose is to promote and
spread knowledge and experiences in the field of quality organisational excellence, as well as practices
that lead to increase the productivity between organisations in Portugal. APQ is recognised as the
leading non-governmental institution of the Portuguese quality movement.
APQ regroups around 2200 members, covering organisations from various sectors and dimensions, public
and private, and a wide number of auditors, consultants and quality managers. APQ is also a Sectorial
Standardisation Body in the field of Quality Management, responsible for three Technical Committees -
Quality Management, Conformity Assessment and Risk Management.
Slovenia
Linhartova 51, 1000 Ljubljana - Slovenia
Tel: + 386 1 475 8 275
Contact person: Aleksandra Tabaj aleksandra.tabaj@ir-rs.si
www.ir-rs.si/en/
Development unit of Employment Rehabilitation, University Rehabilitation
Institute, Republic of Slovenia
The development unit for vocational rehabilitation of URI in Ljubljana has a leading role in promoting
quality in the vocational rehabilitation sector of Slovenia. Its role is recognised through public mandate
and financially supported by the Slovenian Ministry of Labour, Family and Social Affairs. The University
Rehabilitation Institute in Ljubljana started its role as EQUASS Licence Holder in January 2011.
EQUASS Annual Report 2011 18
New Training Format
The duration of the EQUASS auditor trainings has been revised in 2011
in order to better prepare participants for their role as auditors.
Indeed, the trainings used to last two days, but the feedbacks -
although positive overall - showed that the trainings were considered
too short by the participants. The EQUASS Awarding Committee
therefore decided to extend the length of the trainings to three full
days.
As a result of the revised training format, the auditor trainings offer more opportunities to exchange and
to calibrate individual performances of potential auditors as well as practical tips on how to write an
audit report, prepare a site visit and run interviews. Additionally, experienced auditors can attend
“calibration trainings” at a reduced price, and have a choice between a one day, or a full three-day
calibration training.
As for the consultancy trainings, they will pay more attention to all phases of implementation of the
EQUASS Excellence and Assurance programmes (self-evaluation process, implementation plan and
process, internal auditing, test audits and reporting).
2011 Trainings
In 2011, EQUASS organised 4 trainings following the new format:
� Two EQUASS Assurance Auditor trainings (in Tallinn and Oslo). The Tallinn training was organised and
funded by the ESF project in Estonia.
� Two EQUASS Excellence Auditor trainings (in Lisbon and Brussels).
In total, 52 participants have attended these trainings, both new auditors and experienced auditors
looking to update their auditing skills and understanding of the newly updated EQUASS Framework.
� 21 EQUASS Assurance auditors have been nominated for the first time, or have renewed their
nomination as a recognised Assurance Auditor.
� 20 EQUASS Excellence auditors have been nominated for the first time, or have renewed their
nomination as a recognised Excellence Auditor.
Each training resulted in an evaluation from the participants of the quality of the training. With an answer
rate over 80% , the participants could grade various aspects of the trainings between 1(very poor) and 5
(excellent). Here are the average 2011 results:
Overall Quality of training: 4,38 - Content of the training: 4,02 - Relevance of the training for your
organisation: 4,28 - Quality of the trainer / facilitator: 4,62 - Quality of the venue: 4,57
EQUASS Auditors
EQUASS Trainings
EQUASS Annual Report 2011 19
Update of the EQUASS Auditor profile
New Auditor profile
The EQUASS Auditor profile was reviewed in 2011 following an analysis of the remarks and complaints from clients, stakeholders and the auditors themselves. An updated profile was adopted by the EQUASS Awarding committee in October, to be applied from 2012 onwards. This profile describes the specific expectations of the abilities of those willing to perform as an auditor in the EQUASS certification process:
Interpersonal skills
Ability to:
� Understand how others think and act
� Understand group processes
� Communicate effectively in written and spoken English
� Handle conflict constructively
� Give positive feedback
� Convey integrated concepts and opinions quickly
The auditor should be able to understand what a conflict of interest is, and act upon it.
Operational skills
Ability to:
� Make a quick overview of complex situations and determine the underlying themes and issues
� Translate management concepts into specific situation
� Think in a ‘process’ way
� Take a high level overview
� Assess, in a well-balanced way, the scope and outcome of situations and facts
Knowledge and experience
� Broad knowledge and experience of (Quality-) management
� A good record of achieving against objectives
� Ability to contribute to a multi-cultural environment and meet tight time deadlines
Desired skills:
� Qualified for auditing organisation according to EFQM (or national equivalent) and/or ISO 9000 (or other relevant Quality Management Systems)
� Experience and understanding of the social services sector
Credits system
The new auditor profile also comes with new requirements that reflect the feedback received from our customers, stakeholders, and auditors themselves.
A credit system was established in order to ensure a proper balance between theoretical auditor knowledge and audit practice over the years. The credit system promotes continued training updates for auditors, called calibration courses, to ensure that our pool of auditors are current on the latest developments of the EQUASS quality framework and practices.
EQUASS Annual Report 2011 20
Interview with an EQUASS Auditor
EQUASS Annual Report 2011 21
Sissel Andreassen
EQUASS Auditor
Sissel Andreassen has visited 110 different rehabilitation organisations in Norway. She has performed 85 audits, 23 audit test-days and one supervision-day in organisations with a staff varying from 2 persons to 1500.
How and when did you first get involved with EQUASS?
Accidently on a Web-search, I found a notice that Norway was looking for EQUASS Assurance Auditors. At that time, I had been working as a nurse with Quality Improvement in Health Care service for many years. I hoped I could use my experience in another area, and followed an Assurance auditor training in Oslo in February 2007. It took some time before the organisations were ready for an audit, so my first visit to a rehabilitation organisation was in June 2008. Since then, I have been a lucky EQUASS auditor, having had the opportunity to visit 110 organisations.
Why would you recommend this system to social services providers?
The system contains agreed, necessary elements that, in my opinion, make it a good management tool to ensure development of the staff and the organisation and to achieve expected services for persons served and customers. Another benefit is the focus on results according to the organisational mission and not only on financial and production conditions. It is my opinion that the EQUASS certification results in a professionalization of service provision in Norway.
Can you describe one of the best moments of your career as an EQUASS auditor?
After visiting so many organisations, sure I have a lot of good moments in my memory! And luckily I have only very few bad moments. Perhaps the best one was one person served who told me that, thanks to EQUASS, his plan now was very good with “hairy goals!” Or another one, a person with a major disability, who told me that this was like a EU-control for cars: I check up some points every second year but they are responsible for daily maintenance! Isn’t it lovely? I have told this story many times.
It’s never fun to say “no - you do not comply with the criteria.” More than one organisation has told me that the process not being approved the first time had given them more confidence to the standard, and a necessary learning experience. This shows me the benefits of auditing, as an important tool in the improvement process, and a good moment for me.
What are some the challenges that you have faced?
Writing audit reports in English was my first challenge. Looking back, fortunately I can see a personal improvement during the past years!
It may also be a challenge during two days to get the necessary overview and understanding about the structure, system, culture and attitudes in big organisations, sometimes with several locations. But this is why auditing is so exciting and challenging! You must use all your knowledge about quality system and cooperative processes.
In some cases the organisations’ motivation might be a challenge since the system is required here in Norway, and is not something they had choosen themselves. Luckily I have just experienced difficult communication and cooperation a few times only.
Based on your extensive experience, do you have some advices for EQUASS auditors? And for social service providers?
To be an EQUASS Assurance Auditor requires structured work, humility and a special interest for organisation system and culture. It takes some time to get to know the framework well - to learn the system’s logic and coherence. This demands a volume of audits over a period of time. Just a few audits a year must be like starting all over again every time.
My overall advice to auditors must be: work systematic and with respect for the framework and the social service provider.
Some service providers say that the standard EQUASS Assurance is designed for big organisations. In Norway we have a lot of small organisations. When I ask them which element is not necessary for their organisation, the question is unanswered. It may look too comprehensive with 100 questions, but when they get familiar with the content and context – they all are useful. For me, the EQUASS Assurance is two improving cycles; one on individual and one on system level. I hope everyone learns to see the benefits of having a good management system like this.
My advice to service providers is: develop a system based on KISS – keep it small and simple and measure results of efforts. Every management system should give service providers motivational feedback. It’s my opinion that we are good at planning – very good at doing – not so good at studying our results of service provided - and not good at systematic, structured improvement based on facts. Learn by doing – and discover that it’s useful and fun!
2011 saw the conclusion of the ESF- Funded project that aimed to pilot the EQUASS Assurance system to
seven rehabilitation service providers in Estonia. Moreover, the project intended to raise awareness on
quality of rehabilitation services to a wider sample of sectorial stakeholders, and to build capacity for a
further roll-out of EQUASS throughout Estonia in case of a positive evaluation.
As result of the project, 6 pilots have been awarded with the EQUASS Assurance certificate and the
implementation process have been appreciated and valued by all pilot sites, and as result of this
successful project all 100 Estonian organisations providing rehabilitation and social welfare services will
be encouraged to implement the EQUASS Assurance requirements in the coming year.
Below are the evaluation scores of the project pilot sites:
Scale: 1 = very poor, 2 = poor, 3 = satisfactory, 4 = good, 5 = excellent
Score: statistical average score of the criteria (Mean)
Min: minimum score on the criteria
Max: maximum score on the criteria
Cohesion: statistical average of deviation on the mean (Standard Deviation)
EQUASS Projects
EQUASS piloting in Estonia
No Criteria Score Min Max Cohesion
1 Overall quality of the site visit 4.2 5 3
2 Communica$on about the programme of the site visit 5.0 5 5
3 Relevance of the interviews with stakeholders 4.8 5 4
4 Performance of the auditor 4.6 5 4
5 Performance of the co-auditor 4.6 5 3
6 Site visit prepara$on form 4.4 5 3
7 Content (feedback) of the audit report 4.6 5 4
8 Informa$on about the EQUASS audit procedure 5.0 5 5
9 Respec$ng the procedure by the auditor 4.0 5 2
10 Respec$ng the procedure by Licence Holder 5.0 5 5
11 Respec$ng the procedure by the EQUASS Unit 5.0 5 5
12 Communica$on with the project management in Estonia 5.0 5 5
13 Communica$on with the EQUASS expert 5.0 5 5
EQUASS Annual Report 2011 22
The ESF project in 2011 was marked by several significant events:
� The training of 10 EQUASS Assurance auditors on 23-24 May 2011
� The establishment of a Stakeholder Committee
� The Market development seminar on 18 October 2011on the topic of “social policy for developing
a more open market”. The seminar explored the consequences of the opening of the social ser-
vices market to procurement from other types of economic operators. The target groups were
staff members (policy makers) of the Estonian Ministry of Social Affairs and key stakeholders in the
social sector: service user organisations – funders and social provider associations.
� The project final conference on 15 December 2011, in the Europe Clarion Hotel in Tallinn.
EQUASS piloting in Estonia
Keiu Talve, receiving her prize for “Quality
Accomplishment of the Year - 2011” from the
hands of the Estonian Quality Association
Chairman of the Board Mrs. Tiia Tammaru.
EQUASS Annual Report 2011 23
The PRIME project, short for PRoject for IMplementation of Equavet, is
funded under the Lifelong Learning Programme, a Leonardo da Vinci
Transfer of Innovation Action, and is led by the REA College Nederland,
in the Netherlands.
The project was launched on 21 November 2011 and will run until 2013.
PRIME aims to use EQUASS as a tool for the implementation of the EQAVET framework for quality in the
provision of Vocational Education and Training (VET) in Europe. The project will support the
implementation of EQUAVET in 6 providers of VET services for persons with disabilities in 5 EU countries:
Opera Don Calabria (IT)
BBW Adolf Aich gGmbH (DE)
CENTERKONTURA (SI)
Vilnius Centre for Psychosocial Rehabilitation (LT)
RCN-Heliomare (NL)
RCN Bartimeus (NL)
The PRIME project initial phase starts with cross-referencing the EQUASS and EQAVET principles and
frameworks, identify discrepancies, and provide the necessary adaptations.
The project will then provide the partnering institutions with the opportunity to implement the EQAVET
framework through the following steps:
- Method of self-evaluation and detailed planning,
- Sharing experiences and identification and exchange of good practice (bench learning),
- Implementation of a system for internal auditing and peer review,
- Recognition of successful implementation of EQAVET framework (certified VET-provider)
PRIME Project
EQUASS Annual Report 2011 24
The 2011 EQUASS Awarding Ceremony was held in the framework of the EPR Annual Conference,
organised in Athens, Greece, on 10 November 2011. The Awarding Ceremony took place during a Gala
Dinner, where delicious Greek food, live music and dance were offered to the attendants.
Among all the organisations certified since the last Awarding event (November 2010), 18 came to
receive their EQUASS Assurance certificate, and 7 were present to receive their EQUASS Excellence
certificate.
AS Rehabil (Norway), Astangu Voca Rehabilitation Center (Estonia), Berufsförderungswerk Hamm, JG-
Group (Germany), Fretex Norge AS Norway), Haapsalu Neurological Rehabilitation Center (Estonia),
iFokus AS (Norway), Imastu Koolkodu (Estonia), iVekst AS (Norway), Kristiine Social Center (Estonia), Link
Arbeid kf (Norway), Luovi (Finland), MjøsAnker AS (Norway), Mølla Kompetansesenter (Norway), PLURYN
- REA College Nederland (The Netherlands), RehabCare (Ireland), Tallinn Mental Health Center
(Estonia), Theotokos Foundation (Greece), Jõhvi Hospital (Estonia)
The following organisations received an EQUASS Assurance certificate:
EQUASS Events and Public Relations
EQUASS Awarding Ceremony
The following organisations received an EQUASS Excellence certificate:
APPACDM Vila Nova de Gaia (Portugal), C.R.M Mulhouse - Unité d’Evaluation, de Réentraînement et
d’Orientation Sociale et professionnelle (UEROS) (France), Fundação AFID (Portugal), National Learning
Network (Ireland), Vocational Rehabilitation Centres of the University Rehabilitation Institute (Slovenia),
Valakupiai rehabilitation centre (Lithuania), Workshop “Panagia Eleousa” (Greece)
EQUASS Annual Report 2011 25
Benchmarking with EQUASS
The objectives of the event were to allow its participants to:
� Learn from experiences of other centres complying with EQUASS quality principles how to get
around specific challenges of EQUASS certification and how to find the most appropriate
strategies to achieve goals.
� Get insight in concrete examples and approaches to improve an organisation’s practices in the
areas covered by EQUASS, and ultimately improve the EQUASS score.
� Be engaged in international benchmarking, which is one of the EQUASS Excellence
requirements.
On the 4 and 5 October 2011, 16 participants from 11 organisations and
from 5 European countries participated in a benchmarking event
organised by the European Platform for Rehabilitation in collaboration with
the EQUASS Unit, facilitated by the EQUASS Key Expert, and hosted at the
premises of RehabCare in Dublin, Ireland. The participants represented
different branches of the rehabilitation sector: vocational rehabilitation,
vocational training for persons with a disability and residential care
services for disabled persons.
The benchmarking event offered the participants the
opportunity to discuss and share various views on
benchmarking and bench learning, the aim and types
of benchmarking, the process of benchmarking and
the challenges in defining common agreed Key
Performance Indicators (KPIs) for approaches.
The challenge lies in defining KPIs that can be applied
in the various sectors in different national contexts, as
well as within cultural and national contexts.
Finally, the participants learned about the
concepts, results and lessons learned of
the Norwegian indicator project in the
Vocational Rehabilitation sector.
The seminar concluded on the
opportunities and possibilities for
benchmarking and bench learning within
the European Quality in Social Services:
The bench learning instrument, the
comparison of the audit results of EQUASS Excellence awarded organisations and the plans for EQUASS
to create an EQUASS community with an EQUASS benchmarking platform.
EQUASS Annual Report 2011 26
Other Events:
Parlamentarischer Abend in Berlin
On 23 March 2011, the Brusseler Kreis (EQUASS Local licence Holder
in Germany) organised an evening for the German Members of
Parliament and other key stakeholders in the rehabilitation sector.
The event was organised at the National Representation of ‘Freie
und Hansestadt Hamburg’ in Berlin.
Guus van Beek, EQUASS Key Expert, was invited to give a keynote
speech on the European perspective of quality in the social sector,
and gave an overview of the current challenges the social sector is
facing and the latest developments on quality.
AFID Awarding Ceremony
Fundação AFID Diferença invited the EQUASS Key Expert to the official awarding ceremony for the
attribution of EQUASS Excellence. The ceremony, chaired by the Portuguese First Lady Sr.ª Dr.ª Maria
Cavaco Silva, was held on 18 May 2011 at Museu Electricidade in
Lisbon.
In his speech, Guus van Beek stressed the importance of quality
certification for social services providers and the outstanding
performance and commitment of staff at Fundação AFID Diferença
to provide quality services. Dr. Domingos Rosa, CEO of Fundação
AFID Diferença , received the EQUASS Excellence Certificate from the
Portuguese First Lady.
Workshop on EQUASS approach to
quality at board meeting of FEANTSA
The EQUASS Key Expert presented the results of the
Prometheus project at a workshop for the board
members of FEANTSA on 18 May 2011. Two FEANTSA
members participated in Prometheus as pilot sites,
and subsequently implemented the EQUASS Assurance criteria.
The workshop allowed for discussion on the experiences gained
from Prometheus and on the opportunities to adapt the EQUASS
Assurance certification programme to the homeless sector by
developing sector specific indicators.
EQUASS Information event organised by Qualitividade
On 4 July 2011 in Lisbon, Portugal, the
EQUASS Key Expert presented the
upcoming changes of the EQUASS
Assurance 2012 in a one-day seminar
organised by Qualitividade.
Qualitividade is a Portugal-based
consulting agency which has been
very successful in supporting social
service providers in implementing
EQUASS Assurance.
� Veneto Investimenti Sociali Seminar in Verona,
on 20 January 2011
� EQUASS Information for Greek Stakeholders in
Athens, 10 November 2011
� ENSA Elderly and Disability Network, Eskilstuna,
Sweden, 21 November 2011
� EQUASS in Practice project is announced “Best
Practice Project” in the Lifelong Learning
Programme of 2008 at the QUALLL Conference
in Berlin on 28 November 2011
� EQUASS Core Group Meetings on 8 February, 6-7
April and 3 October 2011
� EQUASS Awarding Committee Meetings on 17
May and 20 October 2011
Other EQUASS Events
EQUASS Annual Report 2011 27
EQUASS Newsflash
EQUASS has published 4 issues of the EQUASS Newsflash in 2011, in April, July, October and December, as
well as a special 2010 Overview released in February 2011.
A new online format was introduced for the December 2011 issue of the EQUASS Newsflash. The improved
format allows for a greater interactivity and more content flexibility.
EQUASS Online Communication
New Dissemination format of EQUASS Certified Organisations
EQUASS has adopted a new way of advertising its certified organisations. The list, and the
logos and contact details of the successful applicants, as well as their certificate validity date
is displayed as an online brochure, and has a search function, and a convenient screen
reading display. The EQUASS Excellence and EQUASS Assurance catalogues can be
consulted at: http://issuu.com/eprehab
EQUASS Annual Report 2011 28
Composition of the EQUASS Secretariat
Composition of the EQUASS Awarding Committee
Composition of the EQUASS Core Group
Karl-Wiggo Jensen, Durapart (Norway)
Jean-Claude Schrepfer, CRM (France)
Michael Crowley, RehabGroup (Ireland)
Jan Spooren, EQUASS Manager
Guus van Beek, EQUASS Key Expert
Marie Dubost, EQUASS Coordinator
European Platform for Rehabilitation (EPR) - Mr. Frank Flannery
European Social Insurance Platform (ESIP) - Mr. Wolfgang Schulz-Weidner and Mr Franz Terwey
European Association for Service Providers for Persons with Disabilities (EASPD) - Mr. Luk Zelderloo
Council of Europe (CoE) - Mr Thorsten Afflerbach
Employers’ Forum on Disability - Ms. Catherine Grinyer
Rehabilitation International (RI) - Mr. Jan Johansen
European Federation of Older People (EURAG) - Mr. Dirk Jarré
European Disability Forum (EDF) - Ms. Erzsébet Szöllösi and Ms. Simona Giarratano
European Network of Social Authorities (ENSA) - Mr. Johan Lindstrom
Jan Spooren
EQUASS Manager
Guus van Beek
EQUASS Key Expert
Marie Dubost
EQUASS Coordinator
EQUASS Structures and Staff
EQUASS Annual Report 2011 29
All EQUASS applicants are given the possibility to give feedback on their experience with the EQUASS
system, audits and teams via a standardised evaluation form. The form encompasses 15 topics, with 9
questions requesting feedback on a grade going from 1 to 5; and 15 questions allowing for more
detailed feedback elaborations.
In total, 303 audits were performed in 2011, and the EQUASS Secretariat received 123 questionnaires
filled in by the clients. The 40,6% response rate can be considered very high for a voluntary feedback
questionnaire.
Additionally, the qualitative answers (allowing EQUASS customers to elaborate on their grade in a
sentence or two) were provided in average 58% of the time. This good response rate speaks for the level
of involvement of the EQUASS customers in the overall EQUASS certification process.
The grades were given with the following instructions:
1: very poor – 2: poor – 3: satisfactory – 4: good – 5: excellent
TOPIC Average Minimum Value
Maximum Value
Standard Deviation
Overall quality of the visit 4,54 3 5 0,58
Communication about the programme of the visit
4,58 2 5 0,57
Relevance of the interview with stakeholders 4,46 2 5 0,62
Performance of the auditor (s) 4,65 2 5 0,58
Site visit preparation form 4,36 1 5 0,78
Content (feedback) of the audit report 4,28 2 5 0,82
Information about the EQUASS audit procedure 4,36 2 5 0,77
Communication with the Local Licence Holder 4,28 2 5 0,82
EQUASS Quality Control
Feedback and Results from the Applicants evaluation forms
EQUASS Annual Report 2011 30
EQUASS Complaint Management
EQUASS strives for continuous improvement, and has implemented a series of procedures used to
address complaints and resolve disputes.
The EQUASS complaint process is available to all and can be consulted at the following link http://
www.epr.eu/index.php/equass/certification/303
In 2011, the EQUASS Secretariat received a total of 7 formal complaints, one of which addressed several
complaint categories. Six of these complaints came from Portugal, and one from Estonia.
The table below gives an overview of the complaints received in 2011, and how they were dealt with.
Reason for the complaint
Number of complaints
Reaction Resolution
Third parties dispute that service provider deserves EQUASS certification
1
The EQUASS Manager performed an inquiry (via phone and e-mail) with the certified organisation and the auditor that had been assigned to the service provider, and investigated the relevance of the allegations raised by the complainant. The complainant was advised which allegations were not relevant to EQUASS for investigation (i.e. not related to the certification process), and which relevant points had been investigated.
The complainant was informed in a formal letter that no irregularity had been found in the process that led to the certification of the institution, and that, pending a request from the complainant to address the Ombudsman, rejecting the outcome of the investigation, the case was closed until further notice.
Complaint about auditor
6
The perspectives and explanations of both the auditors and the applicants were collected by the EQUASS Manager, and synthetized for the decision of the Awarding Committee.
The appropriate follow-up actions have ranged from: - removing a shadow auditor from its assignment - re-auditing the services with a new auditor - inviting an auditor to attend a calibration session to upgrade their auditing skills - advising the applicant that the audit procedures had been respected by the auditor, and the case was closed until presentation of further evidence.
Complaints from Auditors or Applicants about LLH
1
An investigation was launched by the manager of the EQUASS Unit. A response was issued explaining which issues were justified, which were not, explaining which concrete actions have been taken following to the complaint.
Some issues in the complaint could not be addressed fully and immediately, as the Secretariat cannot break its contractual engagement with the Licence Holder for the duration of the contract. These issues were nonetheless kept as a future point for discussion. All other points for improvement for the Licence Holder which could be addressed immediately were advised to the them, as a request for improvement.
EQUASS Annual Report 2011 31
The European Quality in Social Services (EQUASS) is an initiative of the European Platform for
Rehabilitation (EPR). EQUASS provides a range of comprehensive services in the area of
approval and certification of quality, all of which comply with the European requirements for
quality in the provision of Social Services. The certification programmes are complementary to
existing quality certification programmes at the national level and are overseen by an
independent International Awarding Committee that includes representatives from key
European stakeholders.
What is EQUASS?
EQUASS Secretariat
Rue de Spa 15, 1000 Brussels, Belgium
Tel +32 2 736 54 44
Fax +32 2 736 86 22
Email equass@equass.be
Website www.equass.be
Editor-in-chief: Jan Spooren
Editors: Cinzia De Letis, Marie Dubost, Guus van Beek, Julie Buttier
www.equass.be
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