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Quality System for Homeless Services in the Czech Repulic


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Presentation given by Jiri Růžička, SAD, Czech Republic, at a FEANTSA Conference on "Quality in Social Services from the Perspective of Services Working with Homeless People", Luxembourg City, Luxembourg, 2011

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Quality System for Homeless Services in the Czech Repulic

  1. 1. Quality Systemfor Homeless Servicesin the Czech Republic
  2. 2. Quality system for homeless services Quality system for all social services incl. homeless services is given by the Act 108/2006 Coll., Social services Act and relevant Ministry of Social Affairs decree. All social services are provided in the frame of mentioned law. There are 15 quality standards divided into 48 criteria defined in the Ministry of Social Affairs Decree. 17 criteria are crucial. Quality standards are principally divided to Procedural Standards, Operational Standards and Personal Standards (related to human resources).
  3. 3. Procedural Standards1. Objectives and methods of providing social services.2. Protection of personal rights.3. Dealing with a person interested in the social service.4. Contract on social services.5. Individual planning for the time progress of the social service.6. Documentation on the provision of the social service.7. Complaints concerning the quality or method of provision of the social service.8. Links between the social service provided and other available resources.
  4. 4. Personal Standards9. Personal and organisational resources to secure the social service.10. Professional development of employees.
  5. 5. Operational Standards11. Local and time accessibility of the social service provided.12. Information awareness about the social service provided.13. Environment and conditions.14. Emergency and contingency situations.15. Quality improvement of the social service.
  6. 6. Quality system for homeless services Each social service incl. homeless social services have to be registered and provider has to fulfil quality standards. Fulfil Quality Standards means to develop a system of internal documentation.  Documentation defines attitudes and working procedures within the service.  All documents have to be in accordance with quality standards and common practice. State wants to control and actually controls quality in social services. State does it through educated quality inspectors. Inspection process does not work well because of lack of quality inspectors compare to number of social services.
  7. 7. Advantages of having strictly prescriptive quality standards Quality system in the Czech republic is rather strictly prescriptive. Advantages:  Establishment the system of work.  Unify different approaches to service provision.  Similar approach is guaranteed in provision of the same kind of service in the various places.
  8. 8. Disadvantages of having strictly prescriptive quality standards Disadvantages:  In case of the Czech Republic some quality standards are developed according care services, so sometimes it is hard to fulfil these standards in low threshold homeless services.  Risk of different perception and rules interpretation by quality inspectors during quality inspections process.  Risk of particular focus to fulfil the quality criteria instead of particular focus to help to client.  Risk of heavy administrative burden.
  9. 9. Our organisation complies with the standards Developing rules for fulfilling quality standards and their implementation are still running process. We had quality inspection in two of five services. Risk of perception, the success in implementation of quality system means successfully passed quality inspection only. We made methodologies and other documents describing the content of service mostly separately for each certain social service.
  10. 10. Our organisation complies with the standards Some rules are applicable for whole organisation and for all services in general. Such rules are mostly related to human resources. Other rules, procedural and organizational, are necessary to develop separately for certain service. Quality standards helped us better understand meaning of social work with clients in night shelter service, so we had to make completely new methodology.
  11. 11. Quality system for homeless services based on non-prescriptive quality principles Advantages:  More freedom for organisations in service provision.  Less administrative. Disadvantages:  Less measurability.  Hard to find criteria of distribution financial support from public sources.  Risk of different content within the same kind of service in the various places provided.
  12. 12. Conclusion It is better to have rather general aims than strictly prescriptive rules in EU level, due to dramatically different legislation, service typology and approaches in particular member states. There is not realistic goal to unify typologies of homeless services across Europe. It is good to define quality criteria of homeless services in certain locality. Caution at the risk of disproportionate administrative workload
  13. 13. Thank you for your attention! Jiří Růžička e-mail: jiri.ruzicka@elimvsetin.cztel.: +420 571 412 020, +420 605 062 274