Professional Social Counseling - Hradec Králové Region

The project was financed from the ESF and the state budget of the Czech Republic through the Operational Program Human Resources and Employment.

Program registration number: CZ.1.04/3.2.00/55.00007

The Family Center was established as a result of long-term negotiations within the local partnership and working groups of the City of Broumov. The mission of the Family Center was to help and support families with children from socially excluded areas in Broumov facing unfavorable social situations. Our goal was to strengthen their abilities and motivation to manage their lives independently and take responsibility for themselves, their situation, according to their possibilities and capabilities.

Professional Social Counseling - Hradec Králové Region was a registered service under § 65 of the Social Services Act 108/2006 Coll.

Target group:

• individuals in crisis,
• individuals living in socially excluded communities,
• individuals leading a risky way of life or are at risk in this way of life,
• families with a child/children,
• ethnic minorities.

Age category of clients:

• over 15 years old

Interaction with the service applicant:

The aim of the interaction with the service applicant was to obtain necessary information about the applicant, in terms of verifying whether the applicant falls within the target group of the provided social service, and also providing information about the social service, its possibilities, and conditions of provision in an understandable form, so that the applicant could decide whether to apply for our services.

The place of interaction with the service applicant was the contact point at Lidická 174, Broumov - Velká Ves until 31.5. 2015, from 1.6. 2015 to 15.7.2015 provided at Lidická 35, Broumov, 550 01, and in the natural environment of the applicant (e.g., at the place of residence, in the applicant's household, on the street, or at the office).

The applicant became a user at the moment when any support was provided by the worker, and subsequently, an oral agreement was concluded with him, where the worker gradually communicated the conditions for providing services and the order was mapped out.

Detailed description of service implementation:

The contract for the provision of social services between the user and the provider was concluded based on an oral agreement.

At the beginning of the cooperation, each user of social services was trained by a direct care worker in their rights and obligations, as well as the rights and obligations of the provider of social services. They were specifically trained in the right to file a complaint about the quality of the provided service or the behavior of the worker, and in the exit conditions from the social service.

The service process was planned by the key worker together with the whole family as an equal partner through mutual dialogue = discussing what is important for the user, what they want to achieve, where they want to improve, and how the service can help them achieve these goals.

The key worker agreed with the user on how often and in what way they would work towards achieving the goals.

Working methods:

• Individual approach - the service was based on the individual needs of each user, supported the implementation of their own will, goals, and ideas, and led to taking responsibility for their own life and developing the independence of users and their social inclusion,
• Supporting users in their own activity and independence - workers supported users to be able to independently and with their own efforts change their unfavorable social situation,
• Equal approach - services were provided without distinction of gender, race, religion, national or political affiliation, sexual orientation, or how they contribute to society,
• Confidentiality and confidentiality of information - maintaining the confidentiality of information provided in accordance with Act No. 108/2006 Coll., on social services, and Act No. 101/2000 Coll., on the protection of personal data, except for the reporting obligations under § 367 and § 368 of Act No. 40/2009 Coll., the Criminal Code,
• Voluntariness - the service user could terminate cooperation at any time without giving reasons,
• Free of charge - the service was free of charge for the user,
• Partnership and mutual respect - the user had the right to have and express their attitudes and intentions, had the right to ask about the attitudes and intentions of employees, but was not forced to accept them,
• Mutual safety - users did not endanger the physical safety of workers and other persons present in the Center, nor did the workers endanger the safety of users.

Handling complaints:

Each user was informed about the possibility to file a complaint regarding the quality or the way the service was provided. Complaints could also be submitted by other citizens. Complaints could be submitted in writing, orally, and anonymously. Any employee of the Social Services Center (OSP) was obliged to accept the complaint and pass it on to the head of the OSP service. The complaint had to be processed promptly, but no later than 30 days from the date of submission.

In the case of an anonymous complaint, the response was posted on the bulletin board in the lobby on the ground floor of the building. The rules for filing complaints were posted on the ground floor and the first floor of the building. A complaint box was discreetly placed on the ground floor of the building.

Each complaint was recorded in the Complaints Book and assigned a reference number.

The provider was required to ensure that filing a complaint was safe for the complainant and did not harm them in any way. At the same time, the provider followed the principle that each complaint is an opportunity for service development and improvement of its quality.

Termination of service:

A user could terminate cooperation with the social service provider at any time, even without stating a reason. Termination of cooperation by the provider could only occur due to a serious violation of the cooperation rules by the user of the social service (sanctioned exclusion of the user, for example, in case the user physically attacks an employee).

The termination of cooperation between the contracting parties occurred when the user of the social service discontinued contact or when the service contracted in the individual plan was fulfilled (and the user did not request further services).

Payment for the service:

• The service was provided free of charge.

For more information about the Family Center, visit the website: www.cprbroumov.cz