CZ PRES Ministerial Conference on Social Services Panel I Prague, 22 April 2009

1. “A sector-specific quality approach to reconcile sustainability, quality & accessibility of social services” CZ PRES Ministerial Conference on Social Services Panel I Prague, 22 April 2009 Jan Spooren, General Secretary, EPR

2. The social services paradox UNIVERSALITY QUALITY SUSTAINABILITY

3. QUALITY FRAMEWORK sector-specific and multi-perspective Reconciling basic concepts of social services UNIVERSALITY QUALITY SUSTAINABILITY • Offer the highest possible quality of services for all within given financial constraints

4. Social economic • challenges • Ageing • Gender equality • Social integration • Labour market flexibility • Increasing and diversifying demand • Adapt • to changing needs • Understand needs • Flexible responses • New target groups • New services • Sophisticated and complex services Modernisation Context of ‘modernisation’

5. Modernisation as a rationale for quality Paradigm shift in health and social services From public programming regulation to market-based regulation Modernisation • Mainstreaming/partnerships • Inclusion / maximise potential • Empowerment • User-centeredness • Outcome measurement • Cost effectiveness / efficiency • Informed choice for clients • Competition Elements of quality Certification of Quality Paradigm shift in disability field From medical model to social model

6. Social services differ from other services Based on solidarity Characteristics of social services Asymmetric relationship providers-beneficiaries Comprehensive & personalised Rooted in (local) cultural traditions Not-for-profit Involvement of voluntary workers

7. Quality perspectives

8. Quality principles for social services Person focus Rights Ethics Enhancers Input Review Output Partnership Leadership Continuous improvement Results Participation Service focus Person centred Comprehensiveness

9. The need for a European approach to quality Transnational services • Different national standards • Unknown service providers • Clients need guarantees Increased competition • Tendering mechanisms • More service-providers on market • Emphasis on quantitative outputs • Low price prevails on quality Rationale for a European Quality Framework Ongoing initiatives • Disability HLG paper on quality • 9 golden principles of Social Platform • Progress Call for Proposals • CEN workshop • Social Protection Committee Enlargement of EU • Different approaches and levels • Intensive exchange of best practice • Common reference framework for innovation & continuous improvement

10. Essentials of a European quality framework Sectoral stakeholder involvement • Multi-perspective approach • Cross-European bottom-up approach • Credibility Principles and indicators • Flexibility: cross-national application • Continuous improvement • Systematic and coherent framework Key assets of a European Quality Framework Realistic • Feasible threshold • Transition period • Acceptable cost Local implementation • Respect subsidiarity principle • Use of local language • Local auditors

11. Service providers Proof of quality of services Strengthen market position Benchmarking Continuous improvement EQUASS: Benefits for all stakeholders Service users • Guaranteed minimum quality • Informed choice • Tailor-made and personalised service • Focus on results for service-user Public Authorities • Not re-invent the wheel • Accountability for allocation of resources • Conformity with European key documents • Credibility and feasibility

12. Thank you for your attention! Jan SpoorenGeneral SecretaryE-mail: epr@epr.eu European Platform for Rehabilitation (EPR) www.epr.eu