Detail Quality Assurance Model for Social Services   Oleh:  Ali, Muhammad Midhat Jenis: Article from Proceeding Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-19. Fulltext: Midhat_Ali_Siddiqui_QPSP_Quality_Assurance.pdf (102.16KB) Isi artikel With a global wave of quality in goods and services, there have been noteworthy changes in the area of social services as well, especially in the appraisal of human recourse which delivers such a service and in operational methods of delivery. The purpose of this paper is to respond to this shift, in suggesting a model which could eventually lead to the delivery of quality services. The work is expected to make professionals and social service users aware of the currently used important tools of quality assurance in social services. In the presented model, emphasis is put on self-respect, autonomy of users, their participation in normal life and respect for their natural privileges. The model describes what a quality social service should look like. Its purpose is to allow in a verifiable manner to assess the quality of the service provided. In the case of social services, quality must issue from meeting the needs and interests of not only users, but also of those who commission the services, that is, those who order the services and pay for them from public funds. The word ‘user’ implies to all these interested parties whenever it has been used in this model with relevant context. With the suggested model, it will be possible to begin to improve the quality immediately, without additional financial means. Nevertheless, an increase in costs may occur due to lack of required necessary provisions or infrastructure, and therefore it counts on creating programmes which will help the social service facilities with increasing the quality of the services provided. The high level of universality of the criteria is typical of the model. It is necessary to ensure that the model is applicable for any social service regardless of its character, the size or legal status of the organization. The model is formulated in such a way that social services providers will themselves define important criteria in their own documentation for example goals of services, mission, target group of users, capacity, procedures, how to secure respecting the rights of service users, ways and principles of services delivery. The model also suggests an evaluation and assessment set of requirements. The most important indicator for the evaluation of services is how the provided service projects into the life of the people who receive it. The service user together with the organization’s employee defines his/her personal goal(s) towards which the service provision should work. Such goal can include for example, a chance to go to work or school, to remain in one’s own home environment, to raise one’s children, to have somewhere to sleep and find one’s own dwelling, etc. The satisfaction of the users with fulfilling their personal goal is assessed on the basis of two main components: satisfaction with the result of the service and with the process of its delivery. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Kembali

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