Field Programs - Hradec Králové Region

This public contract - implemented in 2014 - was financed by the European Social Fund through the Operational Program Human Resources and Employment and the state budget of the Czech Republic. For the current offer of field programs of Romodrom across the Czech Republic or the nearby field program in Pardubice, visit the following links. Details about the content of the past public contract can be found below.

Target group:

• people living in socially excluded communities,
• people who have led a risky way of life or have been endangered by this way of life.

Age category of clients:

• over 15 years old

Interaction with the service applicant, user entry into the service:

• contact in the user's natural environment or upon recommendation of the office,
• information about the services provided, service headquarters, availability, contact handover,
• verification if the applicant meets the requirements of the target group,
• contract conclusion, consent to personal data processing, IP (Individual Plan) - assignment determination.

Detailed description of service implementation:

Field programs provided services mainly in the user's natural environment in the following areas: housing issues, social benefits, family law, discrimination, educational events, education, employment, debt counseling, consumer protection, criminal law, mediation of follow-up services, and social health counseling.

Scope of services provided:

• Information: providing accurate and factually correct information orally or in writing (information on current legal regulations, social network, assessment of the factual correctness of submitted documents, contacts to institutions, etc.),
• Advice: providing targeted advice tailored to the user, strategy of action, analysis and offer of alternatives for situation resolution,
• Active assistance: practical help and support in document writing (proposals, statements, remedies and complaints to authorities, courts, and other institutions), form filling, explaining document content and calculations, assistance in asserting rights, legitimate interests, and personal matters handling,
• Accompaniments: accompanying users in resolving their adverse social situation (authorities, schools, doctors, health institutions and insurers, follow-up social services, authorities active in criminal proceedings, courts, accommodation facilities, employers, and others, as needed by the user).

Principles of work:

• freedom,
• expertise,
• low-threshold - the service was intended for individuals who, due to social exclusion, do not have access to regular social and other services,
• comprehensive view of user's situation and their relationship to family and society,
• equal access to the service - the service is provided to all individuals without prejudice based on gender, age, disabilities, nationality, religion, language, political beliefs, or sexual orientation or social situation,
• individual approach - workers approached the service user with respect to the uniqueness of their personality, situation, and wishes, taking into account the user's individuality,
• workers protected confidential information obtained from the client during the service, guided the client towards independence to take responsibility for their life situation and not be solely dependent on the social worker,
• facilitating contact with the social environment.

Handling complaints:

Complaints were investigated and the outcome communicated to the complainant no later than 30 days from the date of submission. If handling the complaint was so demanding that the recipient was unable to resolve the complaint within 30 days, the complainant had to be informed of this fact and provided with an alternative deadline by which and by whom the complaint would be resolved (but no later than another 30 days).

The outcome of the complaint investigation was always communicated to the complainant in writing:

• sent by mail or email,
• personally delivered to the complainant from the service users (in the case of non-anonymous submission),
• in the case of an anonymous justified submission, posted on the notice board at the service location (if the complaint was evaluated as unjustified, this fact was posted on the notice board).

• For complaints evaluated as unjustified, a record was kept in the complaint register of how the workers reached this conclusion.
• The processing of complaints was subject to the Personal Data Protection Act - they were treated as confidential material. They were stored in locked spaces designated for this purpose.
• If a user of social services was not satisfied with the handling of the complaint, they had the right to appeal to the superior authority of the person handling the complaint.

Service termination:

A user of social services could terminate cooperation with the provider of social services at any time, even without stating a reason. The provider of social services could terminate cooperation with the user of social services only in a manner prescribed by law (completion of the user's order, expiration of the contract for the provision of social services, exclusion of the user from the service due to a serious breach of cooperation rules).

Payments for services:

Social services were provided free of charge.