This document outlines a training program for social services management. It includes 7 modules that cover topics such as ethics, managing human resources, communication, and quality assurance. The training methodology focuses on reflection, discussion, and applying concepts to practice projects. Participants will develop skills and attitudes for managing social services through a balanced approach of teaching and experiential learning. The overall goal is to generate personal and professional benefits for social services management.

1. CONCORDIA Academia
"Specialist staff for quality social services in Eastern Europe"
2016-1-RO01-KA202-024641
SOCIAL SERVICIES MANAGEMENT
TRAINING PROGRAMME

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CONTENTS
CONCORDIA ACADEMIA Learning Philosophy ........................................................................................2
Module 1. ethics and professional standards in the social services management....................................3
Module 2. Managing the social service ................................................................................................4
Module 3. Managing human resources in.............................................................................................5
social service.....................................................................................................................................5
Module 4. Managing communication and stakeholdes Involvement .......................................................6
Module 5. Ensuring quality in social services........................................................................................7
Module 6. Ensuring the implementation of public policies and development strategies in the social Field.8
Module 7. The social service sustainability .........................................................................................9
Training methodology.......................................................................................................................10
Evaluation methodology ...................................................................................................................11
About CONCORDIA Academia .....................................................................Error! Bookmark not defined.

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CONCORDIA ACADEMIA Learning Philosophy
Value-based leadership training means more than teaching adult and
experienced people only in terms of information. Rather, it is to open up a
space in which skills and attitudes can be developed.
¤ Reflection
To look from a distance on one's own experience opens the room of new
attitudes and maneuvers. To use and to practice reflection is one of the
most important management tools.
¤ Relevant questions
Questioning and be questioned are basic learning processes that enable
change. It must be possible to ask and to be asked relevant questions.
¤ Sharing and discussion
Central approach is the common conversation. By sharing experiences and
expressing of own considerations should make personal development
possible.
¤ Meeting at eye level
Managers are seen as partners of the organization. The trainers of the
program are considering themselves as facilitators and initiators. The aim
of the program is to generate personal benefit for the management task.
¤ Identity
On the one hand the process of the program will give managers the
opportunity to be inspired and on the other hand to co-create spirit of
their organization.
¤ Individual Responsibility
Every Participant organizes and reflects her/his learning processes
individually, assisted by the facilitators/trainers. Different levels of
hierarchy learn together and share their leadership experience.
¤ Case Study/Practice Project
Beneath the Modules in which the group works together on various topics of
leadership, the participant work on a small change projects in their own
field. The project is to be developed, to be operated and reflected.
APPROACH
Notion and assumptions of
education and
formation for adults of
Kardinal König Haus
and Akademie für
Sozialmanagement
adopted in the project
CONCORDIA Academia:
¤ Developing competences
and attitudes
¤ Reflecting and sharing of
experiences
¤ Further development of
own skills and talents
¤ Giving the possibility for
orientation for new
perspectives
¤ Experimenting and
exercising new tools
¤ Balanced Training and
teaching

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MODULE 1. ETHICS AND PROFESSIONAL STANDARDS IN THE
SOCIAL SERVICES MANAGEMENT
SPECIFIC COMPETENCE
 Applying ethics and professional standards in
social services management
 Managing the types of activities in social
services
THEMATIC CONTENT
1.1. Ethical values and principles
1.2. Ethical standards in social services
1.3. Ethical responsibilities of professionals in
social services
1.4. Professional values of the multidisciplinary
team
1.5. Legal framework in the field
1.6. Social assistence system – primary specialised
social services, benefits and existing legislation
1.7. Types of services and the way they are provided
depending on the typology of the beneficiary
1.8. Stages of providing the social service
Duration (in training hours) 48,
from which
16- theoretical instruction
32- practical instruction
PERFORMANCE CRITERIA
Ethical principles and values
of the social assistence are
identified with clarity
Applying solving models of
the ethics problems in the
social work
The knowledge of human
rights, child
rights and the people with
disabilities rights
Recognising the specific
activities of the social
assistence
The knowledge of the type of
services and the way they are
provided depending on the
typology of the beneficiary
The knowledge of the Stages
of providing the social service

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MODULE 2. MANAGING THE SOCIAL SERVICE
SPECIFIC COMPETENCE
 Managing the social services
THEMATIC CONTENT
2.1. Management functions:
Organising,
Planning,
Coordination,
Evaluation/Control
Training/Guidance,
2.2. Strategy concepts:
Mission,
Vision,
Values
2.3. Managers and Leadership
 Manager’s competencies, Manager’s roles
 Types of managers and managerial styles
 Leadership styles
2.4. Stress management
2.5. Delegation
2.6. Decision-making process in the social services’
management
Duration (in training hours) 72,
from which
24- theoretical instruction
48- practical instruction
PERFORMANCE CRITERIA
Applying the management
functions
Understanding the strategic
planification process
Understanding the
organisational culture concept
and of its co-factors
Knowing the managerial
styles, the managerial
competencies and roles
Understanding of leadership
concept

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MODULE 3. MANAGING HUMAN RESOURCES IN SOCIAL
SERVICE
SPECIFIC COMPETENCE
 Managing human resources in social service
THEMATIC CONTENT
3.1. Planning the human resources
 Analysis and design of working positions;
 Recruitment, selection, and guidance for the human
resources
3.2. Training and development of the human resources
 Analysing training and development needs of the staff
 Organizing training and development programs for the
staff
 Team typologies, Roles of members within teams;
 Stages of the team development
 Delegation within the team
 Management of multidisciplinary teams
3.3. Evaluating the professional performances of the staff
 Role and goals of human resources evaluation;
 Organizing the human resources evaluation process;
 Systems, methods and performance evaluation
techniques
3.4. Motivation and reward in the human resources field
 Motivational theories Reward systems
 Determinants in the motivation of the employees
Duration (in training hours)
72, from which
24- theoretical instruction
48- practical instruction
PERFORMANCE CRITERIA
Acquiring basic
knowledge concerning
planning, training,
management, motivation
and evaluation of human
resources

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MODULE 4. MANAGING COMMUNICATION AND STAKEHOLDES
INVOLVEMENT
SPECIFIC COMPETENCE
 Organizational communication and information
Management
 Involvement of social services beneficiaries in service
development
THEMATIC CONTENT
4.1. Organizational communication. General landmarks
 Communication strategies
 Communication technologies in organisations
4.2. Types of communication in organizations.
 Internal communication between employees and
beneficiaries/legal representatives
 External communication: operational (interinstitutional,
community), strategic (awareness,etc), promotional ( public
relations)
4.3. Formal and informal channels and communication
networks in the social services
4.4. Specific legal communication requirements for social
services
4.5. Recording and circulation of documents in social
services
4.6. Procedure regarding receiving, registration,
management, exit and classification in keeping
documents (archive)
4.7. Communication in crisis situations
4.8. Ethics and communication in social services
4.9. Identifying and the mobilising the support resources at
the level of community
4.10. The typology of the beneficiaries in the social
assistance system
4.11. Analysis of marginalization situations, risk and social
exclusion at the level of person, group or community
4.12. Knowledge of discimination forms and combating techniques
Duration (in training hours)
48 from which
16- theoretical instruction
32- practical instruction
PERFORMANCE CRITERIA
Applying the
management functions
Understanding the
strategic planification
process
Understanding the
organisational culture
concept and of its co-
factors
Knowing the managerial
styles, the managerial
competencies and roles
Understanding of
leadership concept

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MODULE 5. ENSURING QUALITY IN SOCIAL SERVICES
SPECIFIC COMPETENCE
 Ensuring quality in social services
THEMATIC CONTENT
5.1. Quality in social services
5.2. Principles in the quality management
5.3. Quality standards in social services
5.4. Accreditation conditions: legal framework, the
accreditation stages of the supplier, the services
licensing stages
5.5. The evaluation of the implementation level of
social service standards and of the impact
5.6. The evaluation of the satisfaction level of the
social service beneficiaries
5.7. The planning of the actions which maintain
and develop the quality of the social service
5.8. Performance and quality management
Duration (in training hours)
60 from which
20- theoretical instruction
40- practical instruction
PERFORMANCE CRITERIA
Applying the principles
and control processes and
quality management
The knowledge of the
evaluation, monitorization
and quality reporting
formats and specifications
The knowledge of the legal
base for obtaining and
maintaining the social
services accreditation

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MODULE 6. ENSURING THE IMPLEMENTATION OF PUBLIC
POLICIES AND DEVELOPMENT STRATEGIES IN THE SOCIAL
FIELD
SPECIFIC COMPETENCE
 Ensuring the implementation of public policies and
development strategies in the social field
THEMATIC CONTENT
6.1. Definition, key concepts, public policies
development process characteristics
6.2. The typology of public policies
6.3. The classification of public policies
6.4. Public agenda and institutional agenda –
processes and interaction
6.5. The identification of the problem and the
formation of the institutional agenda
6.6. Instruments and techniques for the social
policies implementation
Duration (in training hours) 12
from which
4- theoretical instruction
8 - practical instruction
PERFORMANCE CRITERIA
The definition of the
characteristics of the public
policies development
procces
The knowledge of the
public policies typology
The understanding of the
processes and interactions
between public and
institutional agenda
Applying the methods
through which is identified
the problem which
generates the institutional
agenda
The knowledge of the Local
National Strategies and of
the action plans regarding
the social public policies
field

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MODULE 7. THE SOCIAL SERVICE SUSTAINABILITY
SPECIFIC COMPETENCE
 Applying the social services and the social needs in
community evaluation and monitoring techniques
and methods
 Ensuring the social service financial management
THEMATIC CONTENT
7.1. Measurement methods for services outcomes
and activities efficiency
7.2. Methods of checking the quality and impact
of services, beneficiaries’ satisfaction level
7.3. Methods of adapting the social service at
the beneficiary’s needs
7.4. Social service monitoring indicators
7.5. Planning and administration of the social
service financial resources
7.6. The revenue and expenditure budget of the
social service
7.7. Ensure budget execution and procurement of
goods, works and services needed by the social
service
7.8. The analysis of the social service efficiency
Duration (in training hours) 48
from which
16- theoretical instruction
32 - practical instruction
PERFORMANCE CRITERIA
Applying measurement
methods of the variables
which reflect outcomes and
cost-benefit efficiency
analyse,
The knowledge of the
indicators which reflect the
efficiency of the social
service
Applying basic knowledge
in planning and
administration of the
budgets

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TRAINING METHODOLOGY
For the training process we will use methods of experiential learning, presentation of the
concepts by the facilitator; exercises, group work etc.
During the training the focus will be on identifying tools for practical situations when they were
or will be involved in the planning and implementation of projects/specific activities within their
own organization. The methodology has as a base line 4 principle in developing and creating the
learning environment for the participants:
I. Adaptive
- For each training the curriculum will be adapted to trainee needs
- Adaptability in adjusting agenda according the learners needs
II. Relevance
- All the content to be seen as Useful
- Theory and practice connection accompany by individual reflection
- Questioning in every moment the content, way is relevant for learners, directing the learners
reflection
III. Applicability
- Going slow to go fast – give time to reflect
- Every trainee is responsible for his/her own learning, establishing individual objectives and
projects are important for internalizing the learning content
IV. Supportive learning environment
- Trainer to be always aware about the training process
- To be supportive in the learning process regarding the individual project and objective
All the trainers involved in delivering the training programme will meet the following criteria: minimum 6
years of expertise in providing social services, minimum 3 years of training experience, higher education
in social sciences

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EVALUATION METHODOLOGY
The training program will be evaluated at 3 levels as
following:
 The satisfaction of participants will be monitored
continuously (and as part of quality assessment)
using instruments like questionnaire, feedback,
discussion and reflection groups.
 The knowledge of the participants will be evaluated
using 2 instruments: a questionnaire and 3 practical
projects. The practical projects will aim to initiate a
change project within the social service, aiming the
application of the knowledge acquired at the course
and increasing the efficiency of the social service
and of the leadership style
 The level of behavior change typically requires
cooperation and skill of line-managers and will be
measured on how every person implemented the
action plan during the final evaluation session.
The assessment strategy
the extent to which learners
have the ability to apply
what they have learned in
authentic and changing
organizational contexts
will indicate whether
learners are able to
integrate (horizontally) the
knowledge and skills
delivered through the
modules, which make up
the program
whether learners are able
to integrate (vertically) the
dimensions of competence
♦ Practical
competence;
♦ Foundational
(theoretical)
competence; and
♦ Reflexive
competence.

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CONCORDIA Romania is an independent, nongovernmental organization that for the past 26
years has as mission to support the social, family, school and professional (re)integration of
disadvantaged children, youngsters and families, towards a more independent and autonomous
life. Our projects are implemented in Bucharest, Ploiesti and Aricesti Rahtivani and more than
500 children and youth and 1500 adults benefit from our projects every year. For more
information visit www.concordia.org.ro.
Starting with 2014, CONCORDIA Academy, the training department of the organization, was
developed with the objective of personal and professional training and development of the
CONCORDIA team, operates within the organization. CONCORDIA Academy started in 2016 the
procedures to become a certified provider of professional training services for organizations and
institutions in the social services field. The purpose of CONCORDIA Academy is to increase the
quality of social services provided at national level. Also, within the Academy, the professionals
in the organization work in collaboration with international experts to develop the pedagogical
concepts that sustain / direct social work.
The first step is already started with the insertion in the classification of occupations of two
important jobs in the social field: the "social services manager" and the "supervisor in social
services";
Education and Training Center of the Jesuits and Caritas - Kardinal König Haus is a private
company incorporated under Austrian law. Since 1967, known as "Social Education Centre" and,
in 1999, trade name Kardinal König Haus, the center offers a wide range of courses, lectures and
seminars. Organization has 47 employees and 32 volunteers. For more information visit
http://www.kardinal-koenig-haus.at/index.php?m=485&l=en.
The training curriculum for Social Services Managers is developed in the project "Specialized
staff for quality social services in Eastern Europe" Project, financed by the European Union
Erasmus +, implemented by CONCORDIA Humanitarian Organization Romania in partnership with
Kardinal Koning Haus Bildungszentrum der Jesuiten und der Caritas gemützige Ges.m.b.H. from
Austria and CONCORDIA Bulgaria, within the professional development program CONCORDIA
Academy.
This document has been prepared for the European Commission however it reflects the views only of the
authors, and the Commission cannot be held responsible for any use which may be made of the
information contained therein.

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