“A sector-specific quality approach to reconcile sustainability, quality & accessibility of social services” CZ PRES Ministerial Conference on Social Services Panel I Prague, 22 April 2009 Jan Spooren, General Secretary, EPR

The social services paradox UNIVERSALITY QUALITY SUSTAINABILITY

sector-specific and multi-perspective Reconciling basic concepts of social services QUALITY FRAMEWORK sector-specific and multi-perspective UNIVERSALITY QUALITY SUSTAINABILITY Offer the highest possible quality of services for all within given financial constraints

Increasing and diversifying demand Sophisticated and complex services Context of ‘modernisation’ Modernisation Social economic challenges Ageing Gender equality Social integration Labour market flexibility Increasing and diversifying demand Adapt to changing needs Understand needs Flexible responses New target groups New services Sophisticated and complex services

Certification of Quality Modernisation as a rationale for quality Paradigm shift in health and social services From public programming regulation to market-based regulation Modernisation Mainstreaming/partnerships Inclusion / maximise potential Empowerment User-centeredness Outcome measurement Cost effectiveness / efficiency Informed choice for clients Competition Elements of quality Certification of Quality Paradigm shift in disability field From medical model to social model

Social services differ from other services Based on solidarity Characteristics of social services Comprehensive & personalised Asymmetric relationship providers-beneficiaries Not-for-profit Rooted in (local) cultural traditions Involvement of voluntary workers

Quality perspectives 7

Quality principles for social services Person focus Rights Ethics Input Enhancers Output Review Partnership Leadership Results Continuous improvement Participation Service focus Person centred Comprehensiveness

The need for a European approach to quality Transnational services Different national standards Unknown service providers Clients need guarantees Increased competition Tendering mechanisms More service-providers on market Emphasis on quantitative outputs Low price prevails on quality Rationale for a European Quality Framework Ongoing initiatives Disability HLG paper on quality 9 golden principles of Social Platform Progress Call for Proposals CEN workshop Social Protection Committee Enlargement of EU Different approaches and levels Intensive exchange of best practice Common reference framework for innovation & continuous improvement

Key assets of a European Quality Framework Essentials of a European quality framework Sectoral stakeholder involvement Multi-perspective approach Cross-European bottom-up approach Credibility Principles and indicators Flexibility: cross-national application Continuous improvement Systematic and coherent framework Key assets of a European Quality Framework Realistic Feasible threshold Transition period Acceptable cost Local implementation Respect subsidiarity principle Use of local language Local auditors

EQUASS: Benefits for all stakeholders Service users Guaranteed minimum quality Informed choice Tailor-made and personalised service Focus on results for service-user Service providers Proof of quality of services Strengthen market position Benchmarking Continuous improvement Public Authorities Not re-invent the wheel Accountability for allocation of resources Conformity with European key documents Credibility and feasibility

Thank you for your attention! Jan Spooren General Secretary E-mail: epr@epr.eu European Platform for Rehabilitation (EPR) www.epr.eu