Stella Maguire, Head of Training Services, Eastern Area

1. Stella Maguire, Head of Training Services, Eastern Area The Only Way is Up - Raising the StandardsImplementing Quality Standards Across Supported Employment

2. Standards – a level of requirement Quality – a degree of excellence Quality Standard – The level required to achieve a degree of excellence Some Definitions

3. 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

4. Quality Standards at organisational / business level - generic Quality Standards at model level - specific Quality Standards – Today’s Workshop

5. Quality Standards – a bewildering array? Specific - nature Generic Specific - aspect STANDARDS

6. Case Study example: Raising the Standards Application of Quality Standards within the Cedar Foundation to promote continuous improvement Quality Standards in Organisational Context

7. Voluntary organisation Service provider Over 1,200 customers per year Regional Services Commitment to continuous improvement

8. The Cedar Foundation’s Quality Management System Vision Values Mission Policy Strategy Organisational Scorecard Service Level Scorecards

9. 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

10. Raising the Standards – using quality standards to drive improvement European Foundation of Quality Management – www.efqm.org

11. 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 European Foundation for Quality Management

12. Improvement Enablers Results Leadership People Processes Key Performance results People results Policy & Strategy Customer results Partnership & Resources Society results Innovation and Learning EFQM Excellence

13. RADAR Determine Results required Assess and Review approaches and their deployment Plan and develop Approaches Deployapproaches

14. Managed by the Centre for Competitiveness (www.cforc.org) Committed to Excellence Steps to Excellence Mark of Excellence NI Quality Award European Quality Award EFQM in Northern Ireland

15. Investors in People – www.iipuk.co.uk

16. 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 Investors in People

17. International Organization for Standardization (ISO 9000) – www.iso.org

19. 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 International Organisation for Standardisation

20. European Quality in Rehabilitation Mark – www.epr.be

21. 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 European Quality in Rehabilitation Mark

22. Charter Mark – www.chartermark.gov.uk

23. Commission on Accreditation of rehabilitation Facilities – www.carf.org

24. 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 Why Use Quality Standards–Cedar’s Experience

25. Teresa Hazzard Service Manager - Vice Chair - The Only Way Is Up - Raising The Standards

26. 10 Years of Growth Disability to Disadvantage Vocational training to Employment National and European Associations Through the Decade

27. 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 EUSE Membership

28. Defining Supported Employment Values And Principles underpinning Supported Employment The Process of Supported Employment Developing Quality Standards for Supported Employment

29. The Outcomes of Supported Employment Development of A Code of Ethics Agreement of Quality Standards Developing Quality Standards for Supported Employment

30. EUSE defines as: ‘providing support to people with disabilities or other disadvantaged groups to secure and maintain paid employment in the open labour market’ What is Supported Employment?

31. Empowerment,Social inclusion Dignity and respect. Individuality,self-determination and informed choice Accessibility,confidentiality and flexibility Values and Principles underpinning Supported Employment

32. Engagement Vocational Profiling Job Finding Employer Engagement On / Off Job Support Process of Supported Employment

33. 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 Outcomes of Supported Employment

34. Professional Competence Integrity Equality of Opportunity Confidentiality Empowerment and self-advocacy Social Responsibility A Professional Code of Ethics

35. 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 Quality Standards

36. The Supported Employment: Organisation Process Outcomes A Framework for Quality Standards

37. Standard Statement Performance Indicator Sources of Evidence A Framework for Quality Standards

38. 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

39. 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. Organisational Quality Standard

40. Engagement The person with the disadvantage has received in an appropriate manner, all the information needed to decide about using the Supported Employment Provider. Process Quality Standard

41. 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

42. 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 ProcessQuality Standard

43. Employer Engagement The employer is supported to find the best person for the job. The ProcessQuality Standard

44. On / Off Job Support Employee’s training and support is appropriate and effective and encourages workplace independence and progression The Process Quality Standard

45. 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. OutcomesQuality Standard

46. 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 OrganisationIndicators

47. 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 - EngagementIndicators

48. 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 - Vocational Profile

49. 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 - Job Development

50. 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 [1]