The process of social services delivery and the role of regulatory mechanisms; different national examples

1. The process of social services delivery and the role of regulatory mechanisms; different national examples Diana Chiriacescu HISEE, Belgrade, June 15th 2006

2. Social services • A large and diversified range of services which are intended to improve the standards of living of the population, especially of individuals and groups in vulnerable situations. • They are linked to national welfare schemes and are important tools for the implementation of public policies in the field of social protection, non-discrimination, fight against poverty and exclusion. • They are not conditioned by the contribution of the users and enhance capacities of individuals for full inclusion and participation in society. They respond to social needs and social deficits, which cannot be managed by the market, or which can be even generated by the market. • The States are responsible for ensuring the access of all citizens to social services • (Description based on the perspective of several European platforms that are active in the field of social services - Social Platform, Eurodiaconia, EASPD)

3. Who can provide social services: • Public providers: • Central authorities, through their decentralized agencies; • Local authorities (departments, municipalities); • Private providers: • Non-profit NGOs, DPOs, Parents Organizations; • For-profit companies • Informal providers • Volunteers, neighbors, family members

4. The regulatory mechanisms Regulatory mechanisms in the field of social services are instruments meant to control, coordinate and improve social services, both at macro and micro level. They are a lever for developing quality, accessible, available, accountable, affordable social services for all citizens, including people with disabilities. They are designed to be applied for both public and private provision of social services

5. The main stakeholders in the process of services provision THE STATE (public authorities, central and local) THE SOCIAL SERVICES PROVIDERS (public and private) THE USERS

6. PUBLIC AUTHORITIES (CENTRAL LEVEL) They guarantee the access to social services by defining the regulatory mechanisms at national level and evaluating their implementation PUBLIC AUTHORITIES (LOCAL LEVEL) They implement the national regulatory procedures at local level DEMAND and lobby (expressing the existing needs) OFFER (SUPPLY) USERS SOCIAL SERVICES PROVIDERS PROVISION OF SERVICE The responsibility in the definition and implementation of regulatory mechanisms The regulatory mechanisms (the green arrows) are meant to coordinate: theaccess of users in the system of social services, following their needs and demands, the supply of services according to local needs, as well as the concrete provision of social services, respecting essential principles as quality, accessibility, accountability, affordability for all users who need them. Regulation of the implementation of RM Regulation of the supply Regulation of the access to services Regulation of the provision

7. The role of the regulatory mechanisms in the social services delivery process • To monitor and structure the needs for services, that are expressed at territorial level; • To articulate the offer with the demand; • To regulate the efficient use of the existing resources; • To guarantee the quality of the services for all users They allow the choice of the service and contribute to make the social services: available, affordable, accessible, of good quality

8. Gate keeping procedures • At the system’s level (macro) • Needs assessment • Territorial maps of needs and services • At individual level (micro) • Defining access criteria to services • Assessment of the individual situation • Decision making and orientation to • services • The need for services is identified and expressed; • The criteria for accessing the service are defined adequately; • The orientation to services reflects the needs and the choices of users • The quality criteria for the provision of services are defined • The providers’ offers are assessed according to the needs and to the standards; they are authorized to provide the respective service; • They have access to public funds; • Both user’s situation and service provision are monitored and evaluated according to the standards and principles of good governance Quality standards 1) General principles 2) Technical standards Contracting procedures: Call for offers/ tender/ applications Licensing (Sub)contracting and Funding Monitoring and Evaluation

9. Multi stakeholders assessment of needs for social services, at territorial level Elaboration of the “territorial maps” of services and needs P L A N N I N G GK macro If the service is needed / required NO Applications registration Assessment of applications (cf.. quality standards) Access criteria for the users of social services If application accepted NO Corrections Licensing Individual situations’ assessment and/or Contracting Funding Concrete service provision Decision making/ Orientation of users towards services Provision Internal regulatory mechanisms Monitoring of the person’s situation Monitoring of the service Monitoring GK micro Evaluation of the service Evaluation If evaluation OK yes NO Corrections NO + severe errors

10. FRANCE • The majority of social services providers are non-profit (NGOs, parents’ organizations, DPOs); • They are subcontracted by the State (local authorities) and receive public funds (“public mandate” / “delegation de services publiques”) • In order to be subcontracted, the services have to respond to needs (territorial maps of needs) and to comply with quality standards • The services are monitored and evaluated (auto-evaluation each 3 years, external evaluation each 5 years); the result of these procedures condition the license.

11. GREAT BRITAIN • All types of service providers exist (non profit, for profit, public, informal); • A single « Inspection Commission» is in charge with the majority of the regulatory procedures (CSCI) • Personal allowances (budgets) can be used by people with disabilities for the choice of the services that they want to access • Collaboration between the social and health service providers; benchmarking (the rating system for local authorities annual performances)

12. ROMANIA • Public and non profit providers; • A specific strategy and law for social services, including: • compulsory quality principles (9 principles, inspired by the EQRM system) for all social services; • detailed technical standards for each specific social service (e.g. standards for case management; for foster care; for day care centres for children with disabilities etc; • An “accreditation” procedure for all social services providers; an additional licensing procedure for each specific service; • Contracting procedures, monitoring and evaluation (exist in legislation, not yet implemented)

13. Main recommendations related with the implementation of regulatory mechanisms • Internal coherence within the system of procedures; correlation and coordination between the implementation agencies; • Training of the stakeholders that will implement these procedures (assessors, contractors, licensing bodies); specific training for services providers; • Testing the different scenarios and procedures for the new mechanisms; • Involving the users and/or their representatives in the elaboration of the regulatory frame for social services; • Introduction of new management and monitoring tools in the social services sector, (e.g. cost-effectiveness analysis, the cost per day per user, annual statistical reporting etc.)