Quality and Performance
in
social services in Europe
 -
better outcomes for people
Annual workshop programme
 Workshops
at the annual conference provide a valuable opportunity
for those facing common challenges in different regions
to share their experience, learning and examples of
best practice.
There are four 90-minute workshop sessions during
the conference, each offering a choice, this year, of
seven workshops on different themes.
All workshops are offered in English as well as a combination
of other languages. (The language in which the workshop
will be presented is indicated in bold font; other languages
offered through interpretaton.)
As soon
as the workshop timetable is complete, we will send
all registered delegates, by email, the link to our
online workshop booking site. Here,
you can pre-book places at the workshops of your choice.
Delegates registering after this
will also receive the link to workshop booking, by email,
within a few days of registering.
Places in some workshops are limited and are allocated
on a first-come, first-served basis.
2009 Programme of Workshops
Click on link to see details of the 7 workshops offered
in each of the four workshop sessions:
First Session : Monday 22 June,
16.30-18.00
Second Session : Tuesday 23 June, 11.30-13.00
Third Session : Tuesday 23 June, 16.30-18.00
Fourth Session : Wednesday 24
June, 09.30-11.00
Click
here to see workshop presentations available for download
>>
First Session : Monday
22 June, 16.30-18.00
(1) TACKLING THE INCREASED
TAKE-UP OF INCAPACITY BENEFIT BY YOUNG PEOPLE IN THE
EUROPEAN UNION
European Foundation for the Improvement of Living and
Working Conditions (Eurofound) and Ministry of Social
Affairs and Work Opportunities, Netherlands
Click
here for further details (English)
According to the latest OECD figures, EU governments
are spending twice as much on illness and disability
benefits as on unemployment benefits. In many countries,
including the Netherlands, UK, Denmark, Finland and
Poland young people are among the fastest growing
age group of incapacity benefit recipients. The workshop
forms part of an ongoing Eurofound project to investigate
the reasons for this increase and to identify the most
effective measures for activation to employment, including
the role of social, health and employment services,
educational systems and employers.
LANGUAGES: ENGLISH,
DEUTSCH, ESPAÑOL, FRANCAIS, ITALIANO
(2) THE USE OF ICT TO PROMOTE CHOICE AND QUALITY
FOR CONTRACTORS OF OLDER PEOPLE'S SERVICES (Sweden and
Norway)
Tieto Corporation; City of Västerås, Sweden; and Arendal
Municipality, Norway
Click
here for further details (English)
The role of the local authority has changed from monolithic
provider of tax-financed elderly care to that of decision
maker and purchaser of services, posing new challenges
for quality and control. The city of Västerås in Sweden
presents its experience of the split into purchaser-provider
organization and of using IT solutions to run its services
24/7. The Municipality of Arendal in Norway presents
results from a 4 year project involving extended use
of ICT in its purchaser/provider model, resource planning
and mobile solutions for elderly and homecare services.
LANGUAGES: ENGLISH,
DEUTSCH, FRANCAIS
(3) DEVELOPING A STRATEGIC
APPROACH TO QUALITY STANDARDS AT A NATIONAL AND REGIONAL
LEVEL (Czech Republic)
Ministry of Labour and Social Affairs; Regional authority
of Central Bohemia, Czech Republic
Click
here for further details (English)
In recent years, the Ministry of Labour and Social
Affairs in the Czech Republic has unrolled a comprehensive
programme to implement quality standards across social
care in the Czech Republic. The workshop reviews lessons
learned from this process, from its starting point in
human rights law to its concrete outcomes in effecting
dramatic change in the lives of individual service users.
LANGUAGES: ČEŠTINA,
ENGLISH
(4) INTEGRATED SOCIAL CARE AND HEALTH INSPECTION
FOR OLDER PEOPLE (United Kingdom -
Scotland)
Social Work Inspection Agency, Scotland
Click
here for further details (English)
The workshop focuses on the integrated working of social
work and health services for older people at a local
level in Scotland, where a pioneering joint approach
to inspection has been adopted. Positive results of
the new approach already include increased funding for
services, better joint planning and improved service
outcomes.
LANGUAGES: ENGLISH,
ČEŠTINA, ITALIANO
(5) BENCHMARKING AS A MANAGEMENT TOOL IN THE
QUALITY OF LOCAL SOCIAL SERVICES (Spain)
Social Welfare Department, Diputación de Barcelona,
Spain
Click
here for further details (English)
Haga
clic aquí para ver más detalles (español)
Barcelona Province has developed a system of benchmarking
between major municipalities to promote a regional focus
on quality and a framework for the evaluation of local
social services. The active participation of 50 councils
through a local network has been key to developing the
project, including the establishment of common key indicators.
LANGUAGES: ESPAÑOL,
ENGLISH
(6) A MULTI-AGENCY, USER-FOCUSED APPROACH TO
BECOMING A 'FAMILY FRIENDLY' REGION (Italy)
Provincia di Trento, Italy
Click
here for further details (English)
Cliccate
qui per maggiori informazioni (italiano)
The falling birthrate in Italy and other EU countries
has significant cultural and economic implications,
but can this problem be addressed effectively at the
local level? Trentino's multifaceted project ‘Family
District’ confronts the issue, connecting social policy
for family support with policy aimed at wider economic
and cultural development. The early performance indicators
relative to both customer satisfaction and the regional
birthrate are very positive.
LANGUAGES: ITALIANO,
ENGLISH
(7) COMMISSIONING FOR QUALITY AND COST REDUCTION
IN SERVICES FOR PEOPLE WITH LEARNING DISABILITIES OR
MENTAL HEALTH PROBLEMS (United Kingdom
– Wales)
Association of Directors of Social Services, Cymru
(Wales) and Torfaen County Borough Council, Wales
Click
here for further details (English)
Local authorities must increasingly contract out the
care services for which they are responsible. The South
West Wales region shares the positive results of a project
designed to standardise its procurement and commissioning
processes, in order to achieve the more efficient, effective
and sustainable provision of care to particular groups
of service users.
LANGUAGES: ENGLISH,
ESPAÑOL
Second Session :
Tuesday 23 June, 11.30-13.00
(8) IMPROVING QUALITY
AND PERFORMANCE OF SOCIAL SERVICES THROUGH A TARGETED
VOUCHERS POLICY (France)
Accor Services; Orseu, France
Click
here for further details (English)
The workshop reviews local initiatives from three European
countries which have used a voucher system to improve
performance and quality of social services and policy
in the areas of elderly care (France), schools (Italy)
and low income populations (Czech Republic). Key questions
raised are: is the provision of social services at a
local level made more efficient through the use of a
voucher system?; can the quality of social services
be improved through the use of a voucher system?; and
what lessons can be learned from these three very different
projects?
LANGUAGES: ENGLISH,
FRANCAIS, ČEŠTINA, DEUTSCH, ESPAÑOL,
ITALIANO
(9) "SEE ME, NOT THE DEMENTIA!"
: INVOLVING USERS AND CARERS IN EARLY INTERVENTION (United
Kingdom – England)
Staffordshire County Council, England, United Kingdom
Click
here for further details (English)
Dementia-related illnesses are a growing worldwide
problem, but often go unrecognised. Staffordshire County
Council shares its innovative approach to early intervention
and prevention for dementia sufferers, showcasing a
variety of initiatives that actively involve users and
carers in shaping the delivery and outcomes of services.
The workshop hears directly from a family carer and
debates the importance of working more closely with
volunteer/family carers as skilled experts.
LANGUAGES: ENGLISH,
ESPAÑOL, FRANCAIS
(10) APPLYING QUALITY MANAGEMENT SYSTEMS TO
SOCIAL ENTERPRISES FOR THE LONG-TERM UNEMPLOYED (Germany)
Evangelischer Fachverband Arbeit und Soziale Integration
e. V. (EFAS), Stuttgart, Deutschland; Evangelischer
Fachverband für Arbeit, berufliche und soziale Integration
im DW der Ev. Kirche im Rheinland, Dusseldorf, Deutschland
Click
here for further details (English)
The workshop examines the transferability of internationally
standardised quality management systems and standards
within active inclusion services. The Rheinland-Westfalen-Lippe
Diacony shares its own participatory implementation
strategy, captured in a step-by-step handbook that offers
a comprehensive template for building a QMS, integrating
the special needs and conditions of a social enterprise.
LANGUAGES: DEUTSCH,
ČEŠTINA, ENGLISH
(11) DEVELOPING STREAMLINED AND PERSONALISED
SERVICES FOR ADULTS, WITH SINGLE POINT ACCESS (United
Kingdom - England)
Adult Services, Brighton and Hove City Council, England,
United Kingdom
Click
here for further details (English)
As the starting point for a wider debate on how adult
social care services can be improved through increased
customer focus and a more individualized approach, Brighton
and Hove recounts its recent experience in developing,
planning and introducing the ‘personalisation’ of social
care for adults. What are the bureaucratic and process
obstacles to improving performance, quality and customer
satisfaction and how these might be overcome?
LANGUAGES: ENGLISH,
FRANCAIS
(12) IMPLEMENTING A USER-FOCUSED APPROACH TO
QUALITY IN SERVICES FOR PEOPLE WITH DISABILITIES (Czech
Republic)
Silesian Diacony, Czech Republic and 'Klíč' Centre
of Social Services, Olomouc, Czech Republic
Click
here for further details (English)
Click
here for further details (Czech)
Since 2000, the Silesian Diacony has introduced a range
of quality initiatives focused on service users, who
contribute actively to both the implementation and the
verification – by inspection - of quality standards.
The presentations focus on improvements in services
for disabled people, juxtaposing the perspectives of
a service provider, a service user and a service inspector.
LANGUAGES: ČEŠTINA,
ENGLISH
(13) IMPROVING PERFORMANCE THROUGH EFFICIENT
INFORMATION SYSTEMS FOR USERS AND PROFESSIONALS (Italy)
Department for Social Services and Health, Veneto Region,
Italy
Click
here for further details (English)
Cliccate
qui per maggiori informazioni (italiano)
The Veneto Region discusses how a modern, integrated
information system can effectively support the planning
and delivery of complex services that respond efficiently
to user needs. Features of the Veneto's 'social information
system' include shared tools, standardised language,
flexible data-sharing and structured dialogue between
the integrated services.
LANGUAGES: ITALIANO,
ENGLISH
(14) PREVENTING CHILD DEATHS
- LESSONS FROM HIGH-RISK INDUSTRY (United Kingdom -
England)
Social Care Institute For Excellence (SCIE), United
Kingdom
Click
here for further details (English)
The death of a child from abuse or neglect causes universal
outcry – but are the right lessons being learned? SCIE
examines exemplary safety records from industry and
asks what child welfare can borrow from their systems
approach. This novel approach analyses many factors
that interact to inform a social worker’s actions (and
inactions), resulting in a “learning together” model
for the identification of more effective solutions.
LANGUAGES: ENGLISH,
DEUTSCH
Third Session : Tuesday
23 June, 16.30-18.00
(15) MULTI-DIMENSIONAL APPROACHES TO MANAGING
CHANGE AND DEVELOPING QUALITY (Finland)
Cities of Helsinki and Seinäjoki; University of Kuopio;
Centre of Expertise on Social Welfare in Western and
Central Uusimaa, Finland
Click
here for further details (English)
An increasingly fragmented society with changing values
produces new challenges for the skills and organisational
structure of social services. In this context, the workshop
focuses on management skills and development activities,
exploring the need to build stronger relationships between
practice, teaching and research in the social services.
LANGUAGES: ENGLISH,
ČEŠTINA, DEUTSCH, ESPAÑOL, FRANCAIS, ITALIANO
(16) CREATING INTEGRATED SOCIAL, HEALTH AND
EDUCATION SERVICES FOR CHILDREN:
A 5-YEAR OUTCOME REVIEW (United Kingdom – England)
Redbridge Children’s Trust, London Borough of Redbridge,
England
Click
here for further details (English)
Redbridge reports back on the successes and lessons
learned from its comprehensive 5 year project, which
has merged traditional services of health, education
and social care into a holistic and integrated ‘one
stop shop’ focused on the individual needs of children
and families. The workshop goes on to examine the transferability
of best-practice models across national boundaries.
LANGUAGES: ENGLISH,
ČEŠTINA, ESPAÑOL
(17) REALISING THE COMPETITIVE ADVANTAGES OF
AUTISM: SUPPORTING THE ACTIVE INCLUSION OF PEOPLE WITH
AUTISM IN THE FIRST LABOUR MARKET (Denmark)
Specialisterne and the FSD (Social Directors' Association),
Denmark
Click
here for further details (English)
The exclusion of the majority of autism sufferers from
the labour market results commonly in secondary problems
such as loneliness, depression, and drug abuse. Realising
the special skills of many people with autism, social
firm Specialisterne in 2004 inaugurated a unique, award-winning
scheme of assessment, support and labour integration
for autism sufferers. It now employs around 40 persons
with autism as IT consultants to large Danish and International
companies at market terms. The workshop debates the
issues raised by this, exploring the potential for innovative
solutions to support people with invisible disabilities
in life and in work.
LANGUAGES: ENGLISH,
ESPAÑOL
(18) MONITORING THE HEALTH AND WELFARE OF ISOLATED
ELDERLY PEOPLE IN A LARGE CITY (France)
Centre Communal d’Action Sociale (CCAS), City of Marseille,
France
Click
here for further details (English)
Veuillez
cliquer ici pour en savoir plus (français)
In response to the tragic events of the 2003 heatwave,
which sharply highlighted the isolation of many elderly
people in the city, Marseille has created new information
systems to secure the better social inclusion of its
over-60s, and the more effective identification of and
response to their social or medical needs. The workshop
discusses the use of such systems, which can help city
administrations to provide more effective networks of
support to vulnerable citizens.
LANGUAGES: FRANCAIS,
ENGLISH
(19) IMPROVING MENTAL HEALTH
CARE: DEFINING QUALITY, EVALUATING INTERVENTION AND
INITIATIVES TO PROMOTE ACTIVE INCLUSION (Italy)
ULSS Treviso, Veneto Region, Italy; Mental Health Office,
Department of Social Services and Health, Veneto Region,
Italy
A leader in mental health care policy in Italy since
the 1970s, the Veneto Region presents here the results
of a recent, major review and consolidation of its mental
health care planning and delivery. The presentation
launches an interactive debate on themes including service
user participation in defining quality; the reconciliation
of public, private and informal care resources; the
role of institutional care; and the evaluation of services.
Click
here for further details (English)
Cliccate
qui per maggiori informazioni (italiano)
LANGUAGES: ITALIANO,
DEUTSCH, ENGLISH
(20) TACKLING CHILD EXPLOITATION AND TRAFFICKING
WITH SUSTAINABLE ECONOMIC AND SOCIAL INVESTMENT (Albania)
Municipality of Korca, Albania; Terre des Hommes (NGO),
Albania
Click
here for further details (English)
The workshop presents an initiative for the protection
and empowerment of disadvantaged and vulnerable families
in Korca, south east Albania. Activities include direct
assistance and income generating schemes for the long
term unemployed plus a local child protection safety-net
to prevent school drop out and exploitation.
LANGUAGES: ENGLISH,
ITALIANO
(21) EVALUATING QUALITY STANDARDS IN DRUG SERVICES
- AND HOW TO INVOLVE SERVICE USERS IN THIS PROCESS (Czech
Republic)
Centre for Quality and Standards in Social Services,
National Training Fund; Addiction Centre, Charles University,
Prague; Laxus, o.s., Hradec Králové (Czech civic association);
Magdalena, Mníšek pod Brdy (Czech civic association)
Click
here for further details (English)
Quality evaluation of services for drug users has been
implemented in the Czech Republic since 2005, using
a certification system that is subject to 'peer evaluation'
by drug workers and addiction experts. Focusing on the
results of a wide-ranging evaluation of the services
carried out in 2007-8, the workshop aims to stimulate
an exchange of good practice on quality assessment methods,
raising workers' competencies and how best to involve
drug service users in raising standards.
LANGUAGES: ČEŠTINA,
ENGLISH
Fourth Session :
Wednesday 24 June, 09.30-11.00
(Please show courtesy to the presenters by
being punctual)
(22) MEASURING PERFORMANCE IN ACTIVE INCLUSION
SERVICES (France)
Conseil Général de la Gironde, France
Click
here for further details (English)
Veuillez
cliquer ici pour en savoir plus (français)
The requirement to measure 'active inclusion' policy
performance raises new challenges for local authority
social services. How to determine the pertinent indicators
of success? How to encourage employees to adopt a results-oriented
ethos and use the tools provided? How to assess the
validity of investment in new initiatives? Conseil de
la Gironde has recently faced these challenges and leads
the discussion.
LANGUAGES: FRANCAIS,
ENGLISH, ITALIANO
(23) DEVELOPING COMPARATIVE DATA ON SERVICES
FOR OLDER PEOPLE, TO IMPROVE SERVICE QUALITY, EFFICIENCY
AND CITIZEN CHOICE (Sweden)
National Board of Health and Welfare, Sweden
Click
here for further details (English)
The National Board of Health and Welfare present its
blueprint for a public-access, service-comparison system
and 'elderly guide' currently being developed in Sweden,
and leads a discussion on how such national data systems
can support increases in choice, quality and efficiency
in elderly care, for both service users and professionals.
LANGUAGES: ENGLISH,
ČEŠTINA, DEUTSCH, ESPAÑOL, ITALIANO
(24) REVIEWING THE EFFECTIVENESS OF EDUCATIONAL
SUPPORT FOR YOUTH AT RISK (Germany)
German Association for Public and Private Welfare; Institute
for Quality Development in Social Services, Germany
Click
here for further details (English)
How can authorities effectively analyse and evaluate
the outcome of social services on users, to enhance
the quality of professional social work? Using data
collected from over 200 welfare services and 25,000
cases, a joint project called WIMES is providing empirically
sound indicators on the effects and efficacy of educational
support, supporting the development of more effective
methods and management systems.
LANGUAGES: DEUTSCH,
ENGLISH
(25) APPLYING QUALITY MANAGEMENT SYSTEMS IN
SERVICES FOR THE HOMELESS (Spain)
Grupo 5 Acción y Gestión Social S.L., City of Madrid,
Spain
Click
here for further details (English)
Haga
clic aquí para ver más detalles (en español)
Madrid’s ‘Puerta Abierta’ residential care centre for
the homeless shares its experiences of implementing
an internationally recognised quality system which,
in addition to enhancing professional standards, actively
involves users in its continuous development, thus assisting
their resocialisation and integration.
LANGUAGES: ESPAÑOL,
ENGLISH, FRANCAIS
(26) A HOLISTIC FAMILY APPROACH TO TACKLING
DOMESTIC VIOLENCE (Sweden)
Department of Social Services, Municipality of Halmstad,
Sweden
Click
here for further details (English)
The Municipality of Halmstad's new crisis centre offers
the entire family help when violence occurs in relationships:
children who suffer or witness violence and adults who
suffer or who inflict violence. The workshop discusses
the wide-ranging organisational principles and leadership
responsibilities involved in setting up and running
such a unit, which deals with issues of violence and
receives all family members.
LANGUAGES: ENGLISH,
DEUTSCH
(27) HUMAN TECHNOLOGY – A
NEW WORLD OF POSSIBILITIES IN SUPPORTING A NORMAL LIFESTYLE
FOR PEOPLE WITH ‘INVISIBLE DISABILITIES’ (Sweden)
Municipality of Karlstad, Sweden
Click
here for further details (English)
'Invisible disabilities' include a wide range of psychiatric
conditions that can threaten a person's chance to lead
a 'normal' life, when everyday tasks present inhibiting
challenges. Can new technologies help to change this?
Karlstad's department of social psychiatry present pioneering
methods, demonstrating a range of simple practical devices
that help their service users to overcome daily challenges
and lead an independent life.
LANGUAGES: ENGLISH,
ČEŠTINA
(28) INVOLVING YOUTH TO PROMOTE
SOCIAL RESPONSIBILITY AND ACTIVE CITIZENSHIP (Denmark)
Social Center West, City of Aarhus, Denmark
Click
here for further details (English)
Denmark’s second largest city presents a prizewinning
project that tackles the issue of how to promote social
responsibility and active citizenship among young people
by engaging them as voluntary role models in a local
‘club’. Key successes include a marked decline in youth
crime and vandalism among ethnic minority youth (Somalis)
and a marked progress in their employment and educational
achievement. Can the model be copied in other cities
and countries?
LANGUAGES: ENGLISH,
FRANCAIS
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