1. A comprehensive approach in meeting needs and expectations of stakeholders In: “Protecting and promoting the rights of persons with disabilities in Europe: towards full participation, inclusion and empowerment” Council of Europe in Strasbourg on 29-30 October 2008

2. Quality is everyone's responsibility It is not enough to do your best; You must know what to do, …… and then do your best.

3. Traditional approach

4. ‘Scientific’ approach

5. Managerial approach

6. Stakeholder approach

7. Competences of staff Accountability Quality assurance 4 Innovation Human Resources Added value for society 3 Customers Results Management 2000 2 Process Specification Control 1 Generations in ‘quality-thinking’

8. Perspectives Management of quality Business management Provision of services

9. Measuring Quality in Social Services SpecificationProcess Outcome Interaction

10. Quality & Social services Organisation Person served Professional Service Quality criteria

11. Conditions for quality Available Affordable Accessible High Level Group on Disability, 2007

12. What do customers want? Empowerment and participation Added value for the user Assistance in achieving personal goals Taken serious Good services Guidance and coordination European Foundation for the Improvement of Living and Working Conditions, 2001 Quality in Personal Social services, 1997 TNO Arbeid, 2003

13. European Quality in Social Services

14. Rights Person centred Comprehensiveness Partnership Participation Result orientation Ethics Leadership Continuous improvement EQUASS Quality Framework

15. Multi stakeholder approach Non-prescriptive Measurable Self-evaluation External verification EQUASS Concept of Quality European quality requirements

16. Service-users Service-providers Social partners Funders Policy makers Multi stakeholder approach

17. Non Prescriptive One way in meeting quality requirements Different ways in meeting quality requirements

18. 9 Measurable 100 Performance indicators Principles for Quality Criteria

19. Challenge: Measuring Quality Solidarity Performance indicators

20. Example 1: ‘Public social security expenditure’ Source: Atlas of Euroepan Values 2007

21. Example 2: ‘Percentage of people who say being concerned …’ Source: Atlas of Euroepan Values 2007

22. Self evaluation Enhancing organisational learning and improvement Feedback on performance Incentives for deployment Systematic implementation

23. Self-evaluation Instrument

24. Feedback

25. External verification Documentation review Interviews

26. 1.Rights 2.Person centred 3.Comprehensiveness 4.Participation 5.Partnership 6.Result Orientation 7.Good Governance Source: Positioning Paper Disability High Level Group June 2007 European Requirements for Quality in Social Services of General Interest

27. Rights Person centred Comprehensiveness Partnership Participation Result orientation Ethics Leadership Continuous improvement EQUASS Quality Framework

28. Skilled Conditions Results Tailor made Holistic Continue EmpowerPartnership Dignity Rights Security Transparant Accountable Rights Person centred Comp’hnss Continuity Comprehensiveness Partnership Participation Result oriented Result orientation Ethics Good Governance Leadership Continuous improvement EQUASS Quality Framework

29. EQUASS Certification programmes Rights Ethics Person centred Comprehensiveness Partnership Participation LeadershipResult orientation Continuous improvement

30. EQUASS Quality Concept Meeting needs and expectations of all stakeholders.

31. Benefits for Service Providers Proof of quality of services Strengthen market position Competitive advantage Bench marking Continuous improvement

32. Benefits for Public Authorties Credibility Feasibility Accountability Preferred supplier Selection in tendering

33. Benefits for Service Users EQUASS Certified Services are: meeting needs and expectations respecting rights and dignity of person served tailor made / personalised focussed on results / achievements

34. EQUASS Licence Holders 2008

35. Awarded organisations

36. Thank you! www.equass.be