Transcript Slide 1

The Only Way is Up - Raising the
Standards
Implementing Quality Standards Across
Supported Employment
Stella Maguire,
Head of Training Services,
Eastern Area
Some Definitions
• Standards – a level of requirement
• Quality – a degree of excellence
• Quality Standard – The level required to
achieve a degree of excellence
Ignore Quality Standards at
Your Peril!
• Quality is an investment
• If your organisation
stops improving it starts
failing
• Everything can be
improved
• Good is not good where
better is expected
• Quality is never an
accident
Quality Standards – Today’s
Workshop
• Quality Standards at organisational /
business level - generic
• Quality Standards at model level specific
Quality Standards –
a bewildering array?
Specific - nature
Generic
Specific - aspect
STANDARDS
Quality Standards in
Organisational Context
• Case Study example: Raising the
Standards
Application of Quality Standards within
the Cedar Foundation to promote
continuous improvement
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Voluntary organisation
Service provider
Over 1,200 customers per year
Regional Services
Commitment to continuous
improvement
The Cedar Foundation’s
Quality Management System
Vision
Mission
Values
Strategy
Policy
Organisational
Scorecard
Service Level
Scorecards
The Cedar Foundation’s
Quality Management System
Planning and
Management
Action and Delivery
Organisational
Scorecard
Core and Support
Processes
Service Level
Scorecards
Service Level and
Support Procedures
Key Performance
Results
Internal and
External Review
Raising the Standards – using
quality standards to drive
improvement
European Foundation of
Quality Management –
www.efqm.org
European Foundation for
Quality Management
• Model introduced in 1992
• Practical tool to establish appropriate
management system
• Assessment against the model allows
organisations to:
Measure where they are
Help them to understand gaps
Stimulate solutions
EFQM Excellence
Improvement
Results
Enablers
People
results
People
Leadership
Policy &
Strategy
Partnership &
Resources
Processes
Customer
results
Society
results
Innovation and Learning
Key
Performance
results
RADAR
Determine Results
required
Assess and Review
approaches and their
deployment
Deploy approaches
Plan and develop
Approaches
EFQM in Northern
Ireland
Managed by the Centre for Competitiveness
(www.cforc.org)
• Committed to Excellence
• Steps to Excellence
• Mark of Excellence
• NI Quality Award
• European Quality Award
Investors in People –
www.iipuk.co.uk
Investors in People
• Developed in 1990 by National Training Task Force
• Level of good practice for training and development of
people to achieve business goals
• Principles include: Commitment, Planning, Action and
Evaluation
• Process: review against standard, commitment to
meet standard, planning and taking action, gathering
evidence for assessment
• Bi-annual review
International Organization for
Standardization
(ISO 9000) – www.iso.org
International Organisation
for Standardisation
• World’s largest developer of standards, established 1947
• Principally technical standards, but ISO 9001:2000 has
generic application
• ISO 9001: concerned with quality management:
Customer quality requirements
Applicable regulatory requirements
Enhancing customer satisfaction
Achieving continual improvement
• Options for conformity assessment – self, customer or
independent. ISO itself does not carry out assessments
European Quality in
Rehabilitation Mark –
www.epr.be
European Quality in
Rehabilitation Mark
• Initiative of European Platform on Rehabilitation
(www.epr.be), pilot 2003
• Based on EFQM – 9 principles, evidence in policy and
5 sub-criteria
• Levels of accreditation – Committed to EQRM and
EQR Mark
• Application, self-assessment, site visit and review by
Awarding Committee
• Focus on approach, deployment and results
• Mark valid for 3 years
Charter Mark –
www.chartermark.gov.
uk
Commission on Accreditation
of rehabilitation Facilities –
www.carf.org
Why Use Quality Standards –
Cedar’s Experience
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Enhanced service quality
Improved levels of customer satisfaction
Improved levels of staff satisfaction / motivation
Competitive advantage through improved
performance
Recognition of concept of ‘continuous improvement’
Public recognition
Improved effectiveness of service delivery
Opportunity to benchmark and rationalise targets
Framework for planning future strategy and action
The Only Way Is Up Raising The Standards
Teresa Hazzard
• Service Manager • Vice Chair -
Through the Decade
• 10 Years of Growth
• Disability to Disadvantage
• Vocational training to Employment
• National and European Associations
EUSE Membership
• 16 National Associations
Austria - Czech Republic - England
Finland - Germany - Greece
Iceland - Ireland - Italy
Netherlands - N. Ireland - Norway
Portugal - Scotland - Spain - Sweden
• Project to develop Quality Standards 2004
Developing Quality Standards
for Supported Employment
• Defining Supported Employment
• Values And Principles underpinning
Supported Employment
• The Process of Supported
Employment
Developing Quality Standards
for Supported Employment
• The Outcomes of Supported
Employment
• Development of A Code of Ethics
• Agreement of Quality Standards
What is Supported
Employment?
EUSE defines as:
‘providing support to people with
disabilities or other disadvantaged
groups to secure and maintain paid
employment in the open labour market’
Values and Principles underpinning
Supported Employment
• Empowerment,Social inclusion Dignity
and respect.
• Individuality,self-determination and
informed choice
• Accessibility,confidentiality and flexibility
Process of Supported
Employment
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Engagement
Vocational Profiling
Job Finding
Employer Engagement
On / Off Job Support
Outcomes of Supported
Employment
• A paid job is secured by the individual
• A good job match has been secured
• The individual is seen as a valuable
team member
• Social,economic and community
integration is achieved
A Professional Code of Ethics
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Professional Competence
Integrity
Equality of Opportunity
Confidentiality
Empowerment and self-advocacy
Social Responsibility
Quality Standards
• Developed by members of National
Associations in 2004
• Agreed by Executive Board of EUSE
• Transferable throughout Europe
• Intended to benchmark the level
required to achieve a degree of
excellence in delivery of supported
Employment
A Framework for Quality
Standards
The Supported Employment:
• Organisation
• Process
• Outcomes
A Framework for
Quality Standards
• Standard Statement
• Performance Indicator
• Sources of Evidence
Organisational
Quality Standard
• The leadership and management set
clear direction that leads to delivery of a
high quality service.
• The organisation recognises,promotes
and values stakeholder involvement in
planning and decision-making at all
levels within the organisation
Organisational
Quality Standard
• The organisation is committed to
protecting the rights of people with
disadvantage.
• A quality service is delivered by a range
of professional and competent staff at
all levels within the organisation.
Process
Quality Standard
Engagement
• The person with the disadvantage has
received in an appropriate manner, all
the information needed to decide about
using the Supported Employment
Provider.
The process
Quality Standard
Vocational Profile
• A person centred approach is used to collect relevant
information about the individual’s aspirations,interests
and abilities for work.
• Individuals are supported to make informed and
realistic choices about work and future career
development
• An individual and flexible plan is developed
with each job seeker.
The Process
Quality Standard
Job Development
• Appropriate training and support is
made available to the individual to find a
job.
• The individual is supported to find the
best possible job.
The Process
Quality Standard
Employer Engagement
• The employer is supported to find the
best person for the job.
The Process
Quality Standard
On / Off Job Support
• Employee’s training and support is
appropriate and effective and
encourages workplace independence
and progression
Outcomes
Quality Standard
• The job seeker finds and sustains a job in the
ordinary labour market.
• The employee is a valued and full member of
the workplace team.
• The employee has opportunities for career
development.
The Organisation
Indicators
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• The organisation
recognises,promotes
and values
stakeholder
involvement in
planning and
decision-making at all
levels within the
organisation
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There is a comprehensive policy
& plan for stakeholder
involvement representative of all
partners in the SE process &
representative of all degrees of
disadvantage.
Stakeholder user groups are
developed & supported to
participate in planning & decision
making at all levels within the
organisation.
Regular feedback is collected
from users about their
experiences of the service,
including complaints and
suggestions.
The Process - Engagement
Indicators
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• Person with the
disadvantage has
received in an
appropriate manner,
all the information
needed to decide
about using the SE
provider
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Service is located in an accessible &
dignified building within an integrated
community.
Staff welcome in a
friendly,positive,respectful and
dignified manner.
Staff identifies & supports
communication needs.
The person in relation to
dates.times,venues,participants and
agendas, controls the meeting.
Person is supported to express
views,opinions & ask questions.
Accessible information is available on
all aspects SE, the provider, & the
local employment market.
An accessible Service Level
Agreement is produced
The Process Vocational Profile
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• An individual flexible
plan is developed with
each job seeker.
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Plan has been developed and agreed with
individual & produced in accessible format.
Individual is fully supported to participate in
development of plan.
All aspects of plan reflect individual’s
interests, aspirations & skills for work.
The plan sets out an employment goal &
objectives and describes planning options to
achieve these.
Plan clearly defines supports & resources
required to meet individual’s needs to
achieve job goal.
Plan identifies ‘relevant’ others to assist
achievement of goals.
Individuals are supported to direct their plan
to the maximum extent.
Appropriate time scales & opportunities to
review & amend plan are in place.
All individuals have signed copy of their own
plan & decide what others receive copy.
The Process Job Development
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• Appropriate training
and support to find a
job is made available
to the job seeker.
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Training & support to complete a
range of job search activities is
available to individual.
Individual controls his/her level
of participation in the job
application and recruitment
process.
Individuals are assisted to
participate to their maximum in
their own job development &
employer contact activities
regardless of their degree of
disadvantage.
Individuals are trained to
communicate & negotiate
personal terms & conditions with
employers to meet their own
needs.
The Process Employer Engagement [1]
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• The employer is
supported to find ‘the
best person’ for the
job
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An employer profile is used to
define employer’s needs,job
requirements& work environment
Role of SE provider is marketed
to & understood by employer.
Information,advice & training is
available to employer on
disability, disadvantage & antdiscriminatory practice.
Workplace staff are supported &
trained to support the employee
with disadvantage through the
development of ‘ natural support’
strategies.
People with disadvantage are
positively promoted with
employers
The Process Employer Engagement [2]
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• The employer is
supported to find ‘the
best person’ for the
job
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Employers are supported to
identify appropriate jobs thru the
use of job carving / job creation.
Individuals with disadvantage are
trained & supported to provide
awareness training to employers.
Employer has on-going access to
SE provider.
Opportunities to develop job
trials and job shadows are
developed.
Employer to employer networks
are established.
Feedback on the SE process &
experience is collected from
employer.
The Process On / Off Job Support [1]
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• The employee’s
training and support
is appropriate and
effective and
encourages
workplace
independence and
progression
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S E provider works with
employee to identify preferred
training & learning approaches to
meet needs.
Staff employ a range of preferred
learning & support approaches
which are discreet & fading in
nature.
An accessible training & action
plan is produced.
All supports & assistive
technology used are typical for
the workplace & are performance
& status enhancing for the
employee.
The Process On / Off Job Support [2]
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• The employee’s
training and support
is appropriate and
effective and
encourages
workplace
independence and
progression
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Support & training is flexible & is
available to develop relationships
in out of workplace.
Employee is supported in all
typical employee
induction,probation,performance
& development procedures.
Support & training is available to
enable employees to participate
in workplace social events &
employer sponsored activities.
Employees are supported to
negotiate self terms & conditions
according to individual needs.
Outcomes
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• The job seeker finds
and sustains a job in
the ordinary labour
market.
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There is a valid and stable
contract of employment agreed
by the employer and the
employee.
The contract of employment
reflects the job seekers
preferences for working
days,hours,holidays,work
patterns and where possible
rates of pay.
The employee receives the same
rate of pay and job benefits as
other employees doing the same
job.
The employee remains in the job
for a minimum of six months.
Conclusions
• Assessment against the standards
allows SE provider to :
• Measure where they are;
• Identify gaps & develop improvement
plan.
• Dissemination of EUSE STANDARDS.
www.euse.org