EQUASS Assurance - en fordypning ”Å dele er å forbedre”. (”To share is to improve”). ERFA-konferansen i Trondheim nov. 2008

EQUASS Assurance – AVREs (Attføringsbedriftenes) experience. Courses for companies and organisations. First course february :7 ordinary 2-days courses, 56 companies, 153 participants 2008: 4 ordinary 2-days courses, 29 companies, 77 participants. 3 groups for networking: A 2-days course including 4 follow-up days over a year.

EQUASS Assurance – AVREs (Attføringsbedriftenes) experience. Cooperation with ASVL. Courses for their member companies. 2008: 8 groups for networking, 2 day seminar and 4 days of coaching over a year. 26 companies and 105 participants.

EQUASS Assurance – AVREs (Attføringsbedriftenes) and ASVL plans: ASVL is running courses for their 231 member companies, of which 144 have less than 10 employees, using a lecturer from AVRE (Attføringsbedriftene). Plans for 2009: 12 groups for networking, 2 day seminar and 4 days for coaching over a year. Plans for 2010: 25 days of coaching for courses started in All 231 member companies will have attended the course and have started the work with implementing Equass Assurance within

EQUASS Assurance – AVREs (Attføringsbedriftenes) experience. 5 Test – audits 3 certification audits up to now, and 2 planned for the rest of Training and coaching of auditors. Translation and updating EQUASS documentation The Indicator project The Leonardo project

EQUASS Assurance – AVREs (Attføringsbedriftenes) experience. Survey from April 2008: 20

EQUASS Assurance – AVREs (Attføringsbedriftenes) experience. Survey from October Approximately 40 members have not responded. Implementation takes longer than expected.

- EQUASS PRINSIPPER DIMENSJONER KRITERIERINDIKATORER 1LEDERSKAP Formål og visjon27 Kommunikasjon27 Innovasjon22 Bidrag til samfunnet23 2RETTIGHETER Rettigheter og plikter26 3ETIKK Etiske retningslinjer25 Roller og ansvar23 4PARTNERSKAP Samarbeid i tjenesteleveranser24 5DELTAKELSE Brukermedvirkning26 6INDIVIDFOKUS Kartlegging av kundens / brukers behov27 Individuelle planer25 7HELHETSTANKE Beskrivelse av leveranseprosess26 Sammenhengende tjenester25 Helhetlig tilnærming26 8RESULTATORIENTERING Måling av resultater25 Evaluering av resultater25 9KONTINUERLIG FORBEDRING Årlig planlegging27 Forbedringssyklus25 Opplæring og utvikling av ansatte26 TOTAL

Understanding the requirements In Norway the marketing of EQUASS Assurance is focused at the sector for work training, vocational rehabilitation and permanent jobs for disadvantaged people. The Equass language is general and applies to the whole sector for social services in all of Europe. An important part of implementing this standard in Norwegian companies has been the “translation” of this general language into a language which is familiar to the sector we have focused on.

EQUASS Assurance: Phases in the work Understanding the general language Interpreting requirements using the terminology used for training and rehabilitation in the individual company under Norwegian framework Finding the way(s) of working which will fulfil the requirements. Deciding how to document and implement the solutions.

Challenges Relating the requirements to the activities that take place and routines and documentation that already exist in the company. Finding practical ways to fulfil the requirements which at the same time feel as a meaningful way of working.

Challenges in understanding the requirements. Examples: QA and business vs Rehabilitation Terminology: Market needs. Identify market demand. Needs assessment. Development of services (Utvikling av tjenester) Delivery of services (levering av tjenester) Key processes (nøkkelprosesser) Quality Policy (kvalitetspolitikk) Stakeholder (Interessepart) Information management system (informasjonsstyringssystem) Innovation (Innovasjon) Improvement (forbedring)

Challenges in understanding the requirements. More examples: Impact on the society (bidrag til samfunnet) “Charter of rights”. Rights and duties (rettigheter og plikter). What shall we include? Review and evaluation together with person served Partnership vs customer / supplier. Agreement. The Individual plan. Does everybody have one? (VTA) Quality of life / apply quality assurance? Evaluations, reviews

Example of analysing the requirements: ”Development of services”. Three levels of interpreting:  Authorities: Supported employment  Company / organisation: How we organise supported employment in our company.  Individual: The activities person served and company agree to include in the individual plan.

From frustration to motivation At first the requirements in the questionaire seem overwhelming. Frustrations Work at it to get it “under your skin” Discover connections between the Equass theory and working practice. (60-80 % already ok). Sensible requirements which as a whole cause valuable dialogues, give everyone involved a good insight into their own organisation, and create a useful tool for securing quality of all delivered services.

Europeisk Kvalitetssikring for Velferdssektoren Det europeiske merket for kvalitetssikring av velferdstjenester 38 kriterier 100 ytelsesindikatorer