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17th European Social Services Conference
Innovative approaches in the area of quality as
an example of good practice in Silesian diacony
Prague, 22-24 June 2009

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• Silesian diacony is a non-state, non-profit
  organization that provides its services in a
  social-health area. The centre of attention in
  Silesian diacony are people with disabilities,
  seniors, homeless people, and all those, who got
  into diverse difficult life situations. At the
  present time Silesian diacony has 91 registered
  services.
• Some of them are protected and
• supported housing, day care centre,
• early intervention service, respite care,
• therapeutical workshop, personal
• assistance, shelter service, supported
• employment and other.
• Innovations
• Improvement, initiations
• An ability to be innovative and to implement
  something new
• Quality in social services in the Czech Republic
• Year 2002 publication Quality standards of
  social services
• Year 2006 Social services Act

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• IMPLEMENTING QUALITY IN SILESIAN DIACONY
• We have been systematically implementing quality
  in Silesian diacony since 2002 until now.
• Methodology for the whole process of
  implementing standards in our organization done
  under the leadership of educated inspectors
• A team coordinating the whole process of
  implementation
• Motivational meetings for all the head workers
  in Silesian diacony
• Forming work groups that are focused on
  individual types of services
• Forming teams focused on implementing standards
  in our centers
• Systematic education for our workers
• Educating trainers, evaluators, and inspectors

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• Supervision of workers from teams that focus on
  quality
• Advisory meetings to the fulfilment of quality
  standards
• One-day consultations
• Follow-up consultations
• Cooperation with clients from an institution that
  is focused on elaboration of methodological
  materials
• Control of standards fulfillment
• Quality audits
• Quality Inspections
• Planning framework
• Development plans of our centers
• Strategic plan of Silesian diacony

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• OTHER QUALITY MODELS
• One of the SD centers has dedicated to implement
  the Model
• of conducting quality EFQM and afterwards ISO -
  CSN EN ISO 90012001 norms. The effort of the
  team was closed with
• a certification audit.
• The certification was made for the following
  branches of activity
• Home for the people with learning disabilities
• Therapeutic workshop
• Protected housing
• FINANCING THE QUALITY PROCESS
• Pilot program of Ministry of Labour and Social
  Affairs
• Phare 2003 RLZ
• OP RLZ
• MSK grant

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• The Quality in Silesian diacony brought new work
  methods, instruments, and accesses into the area
  of working with people with disabilities.
• All centers worked up the following
• Mission, objectives, a circle of people as a
  public
• commitment
• Protection of rights and an application of
  users own will,
• proceedings that restrict movement, capacity to
  legal acts and
• guardianship, human rights in social services
• Dealing with a person interested in social
  service
• A contract for providing social services

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Individual planning - Key workers role
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• Complaints
• Personal conditions and supervision

Although a journey for quality is often
very challenging in Silesian diacony, we know
that there is well done work and a satisfied user
at the end of this journey.
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Mgr. Zuzana Filipková, Ph.D. Slezská diakonie Na
Nivách 7 737 01 Ceský Teín tel. 420 558
764 333 z.filipkova_at_slezksadiakonie.cz www.slezska
diakonie.cz
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Thank you for your attention and have a nice day?