1. “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

2. The social services paradox
UNIVERSALITY
QUALITY
SUSTAINABILITY

3. 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

4. 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

5. 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

6. 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

7. Quality perspectives 7

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

9. 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

10. 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

11. 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

12. Thank you for your attention!
Jan Spooren General Secretary
European Platform for Rehabilitation (EPR)