Fonds Soziales Wien designated by the city of Vienna fields: disability, age, supported housing. Department supported housing

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1 Fonds Soziales Wien designated by the city of Vienna fields: disability, age, supported housing Department supported housing Head of department Team Assistance for the homeless ca. 4.5 Places/beds ca. 43 Mill. Euro estimated Team Housing for people with disability ca. 3. places 79 Mill. Euro estimated Team Basic provision asylum seekers ca. 5.1 persons 6 Mill. Euro estimated 8 facilities/offers cooperating with 17 partners organisations providing services for homeless Viennese Assistance Programme for the Homeless Fachbereich Betreutes Wohnen Wiener Wohnungslosenhilfe Folie 1

2 developing a quality framework together umbrella organisation Dachverband Wiener Sozialeinrichtungen spring 211 working groups developing 15 standards with criteria June 211 Framework for quality management in facilities of the Viennese Assistance Programme funded by the Fonds Soziales Wien Wiener Wohnungslosenhilfe Folie 2

3 The quality framework consists of 15 standards Quality of the structure: 1. concept 2. quality management 3. human resource management (staff training,...) 4. job description 5. structural conditions 6. voluntary work Quality of the process: 7. process of intake into facility and support 8. process of ending the support 9. documentation 1. internal communication (team meeting, retreat..) 11. participation of clients 12. cooperation with external facilities 13. user contract and goals in support Quality of the results: 14. complaint management 15. achieving objectives (effiency) Fachbereich Betreutes Wohnen Wiener Wohnungslosenhilfe Folie 3

4 Example: cooperation with external facilities goal of the standard: - improving the situation of the client - prevention of contradicting support - delivering good quality through cooperation and exchange of information - extension of the perspective of the clients and the field of action of support criteria of the standard: - clients get information concerning cooperation with external facilities - cooperation with other facilities is only done in consent with the client - exchange of data is in line with the agreed topic - documentation is done - without clients consent cooperation with other facilities is only done when danger for life and client is given information Wiener Wohnungslosenhilfe Folie 4

5 checking Überprüfung the standards der Standards from standards to audit quality standard criteria questionnaire visit in the facility Wiener Wohnungslosenhilfe Folie 5

6 audit questionnaire part 1 checking basic data staff,... 2 pages Wiener Wohnungslosenhilfe Folie 6

7 audit questionnaire part 2 checking the criteria of the standards of the quality framework 81 yes no questions Wiener Wohnungslosenhilfe Folie 7

8 visit in the facility 3 hours going through the answers open dialogue checking formulas, process descriptions back in the office: writing the audit report sending audit report to the facility Wiener Wohnungslosenhilfe Folie 8

9 evaluation Auswertung: audit Auswertung: Erfüllung Qualitätsstandards Erhebung der KundInnenzufriedenheit Beschwerdemanagement Organisation und Verwirklichung von Selbst- und Mitbestimmung Fortbildung für BetreuerInnen Standardisiertes MA-Gespräch 1 Einschulung von BetreuerInnen 1 Beendigung der Betreuung 1 Standards Zusammenarbeit externe Stellen/ Vernetzung Dokumentation Zielvereinbarung mit KundInnen Betreuungsvertrag und ergänzende Vereinbarungen Aufnahme der Betreuung Maßnahmen zur Qualitätssicherung 5 5 Interne Kommunikation 5 5 Stellen- und Funktionsbeschreibung 1 BetreuerInnenqualifikation 1 Konzept 5 5 Infrastruktur 1 % 25% 5% 75% 1% Verteilung Bewertungskategorien exakt umgesetzt teilweise umgesetzt überwiegend umgesetzt nicht umgesetzt Wiener Wohnungslosenhilfe Folie 9

10 audit the department supported housing for persons with disabilities has done audits since 29 good expericences in the Viennese assistance programme start summer 211 very important and goal to strengthen the internal quality management system of the NGO/provider experinces Hungary see Homeless in Europe edition Summer 29 recommendations Wiener Wohnungslosenhilfe Folie 1

11 Sofia Martinsson VIENNA SOCIAL FUND Supported Housing Viennese Assistance Programme for the Homeless A-13 Vienna, Guglgasse 7-9 AUSTRIA Tel.: +43 1/ Fax: +43 1/ sofia.martinsson@fsw.at Wiener Fachbereich Wohnungslosenhilfe Betreutes Wohnen Folie 11