The Only Way is Up - Raising The Only Way is Up - Raising the Standardsthe Standards
Implementing Quality Standards Across Implementing Quality Standards Across Supported EmploymentSupported Employment
Stella Maguire,
Head of Training Services,
Eastern Area
Some Definitions 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 Ignore Quality Standards at Your Peril!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 Quality Standards – Today’s WorkshopWorkshop
• Quality Standards at organisational / business level - generic
• Quality Standards at model level - specific
Quality Standards in Quality Standards in Organisational ContextOrganisational Context
• Case Study example: Raising the Standards
Application of Quality Standards within the Cedar Foundation to promote continuous improvement
• Voluntary organisation
• Service provider
• Over 1,200 customers per year
• Regional Services
• Commitment to continuous improvement
The Cedar Foundation’s The Cedar Foundation’s Quality Management SystemQuality Management System
Vision
ValuesMission
PolicyStrategy
Organisational Scorecard
Service Level Scorecards
The Cedar Foundation’s The Cedar Foundation’s Quality Management SystemQuality Management System
Organisational Scorecard
Service Level Scorecards
Action and DeliveryPlanning and Management
Key Performance Results
Service Level and Support Procedures
Core and Support Processes
Internal and External Review
Raising the Standards – Raising the Standards – using using quality standards to drive quality standards to drive
improvementimprovement
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 areHelp them to understand gapsStimulate solutions
EFQM Excellence
Improvement
KeyPerformance
results
KeyPerformance
results
People results
People results
Customer results
Customer results
Societyresults
Societyresults
Innovation and Learning
ResultsResultsEnablersEnablers
ProcessesProcessesPolicy &Strategy
Policy &StrategyLeadershipLeadership
PeoplePeople
Partnership &Resources
Partnership &Resources
RADAR
Assess and Reviewapproaches and their deployment
Determine Results required
Plan and develop ApproachesDeploy 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
• 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 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 requirementsApplicable regulatory requirementsEnhancing customer satisfactionAchieving continual improvement• Options for conformity assessment – self, customer or
independent. ISO itself does not carry out assessments
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
Why Use Quality Standards – Cedar’s Experience
• 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 - The Only Way Is Up - Raising The StandardsRaising 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 AssociationsAustria - 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 underpinningValues and Principles underpinning Supported Employment Supported Employment
• Empowerment,Social inclusion Dignity and respect.
• Individuality,self-determination and informed choice
• Accessibility,confidentiality and flexibility
Process of SupportedProcess of Supported Employment Employment
• Engagement
• Vocational Profiling
• Job Finding
• Employer Engagement
• On / Off Job Support
Outcomes of Supported Outcomes of Supported EmploymentEmployment
• 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 A Professional Code of Ethics
• Professional Competence
• Integrity
• Equality of Opportunity
• Confidentiality
• Empowerment and self-advocacy
• Social Responsibility
Quality StandardsQuality 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 A Framework for Quality StandardsStandards
The Supported Employment:
• Organisation
• Process
• Outcomes
A Framework for Quality Standards
• Standard Statement
• Performance Indicator
• Sources of Evidence
OrganisationalOrganisational Quality Standard 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
OrganisationalOrganisational Quality Standard 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 Process Quality Standard 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
• The organisation recognises,promotes and values stakeholder involvement in planning and decision-making at all levels within the organisation
• 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
• Person with the disadvantage has received in an appropriate manner, all the information needed to decide about using the SE provider
• 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
• An individual flexible plan is developed with each job seeker.
• 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
• Appropriate training and support to find a job is made available to the job seeker.
• 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]
• The employer is supported to find ‘the best person’ for the job
• 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 & ant-discriminatory 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]
• The employer is supported to find ‘the best person’ for the job
• 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]
• The employee’s training and support is appropriate and effective and encourages workplace independence and progression
• 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]
• The employee’s training and support is appropriate and effective and encourages workplace independence and progression
• 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
• The job seeker finds and sustains a job in the ordinary labour market.
• 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.