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

2. 2 UNIVERSALITY SUSTAINABILITY QUALITY The social services paradox

3. 3 QUALITY FRAMEWORK sector-specific and multi-perspective  Offer the highest possible quality of services for all within given financial constraints SUSTAINABILITY UNIVERSALITY QUALITY Reconciling basic concepts of social services

4. 4 Modernisation Context of ‘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. 5 Paradigm shift in disability field From medical model to social model 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 Certification of QualityElements of quality Modernisation as a rationale for quality

6. 6 Social services differ from other services Asymmetric relationship providers-beneficiaries Involvement of voluntary workers Rooted in (local) cultural traditions Based on solidarity Comprehensive & personalised Characteristics of social services Not-for-profit

7. 7 Quality perspectives

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

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

10. 10 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 Realistic  Feasible threshold  Transition period  Acceptable cost Local implementation  Respect subsidiarity principle  Use of local language  Local auditors Key assets of a European Quality Framework Essentials of a European quality framework

11. 11 Service providers Proof of quality of services Strengthen market position Benchmarking Continuous improvement EQUASS: Benefits for all stakeholders Public Authorities Not re-invent the wheel Accountability for allocation of resources Conformity with European key documents Credibility and feasibility Service users Guaranteed minimum quality Informed choice Tailor-made and personalised service Focus on results for service-user

12. 12 Jan Spooren General Secretary E-mail: epr@epr.euepr@epr.eu European Platform for Rehabilitation (EPR) www.epr.eu www.epr.eu Thank you for your attention!