Professional Social Counseling - South Moravian Region

The page concerns a project successfully implemented in 2014. If you are interested in current information about professional social counseling, visit this page. Details and the branch offer of Romodrom in Brno can be found here. 

Information from the past project

Professional social counseling is a registered social service according to §37 of Act No. 108/2006 Coll. on social services.

Target group

• people living in socially excluded communities,
• people leading a risky way of life or are endangered by this way of life.

Age category of clients:

• over 18 years old

Dealing with the service applicant:

The aim of dealing with the service applicant is 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 can decide whether to apply for our services. The place of dealing with the service applicant is the contact point at Koliště 31, Brno 602 00. The applicant becomes a user once any support from the worker is provided to them, and subsequently an oral or written agreement is concluded with them, where the worker gradually communicates the conditions for providing services and the service order is mapped out.

Detailed description of service implementation:

The contract for the provision of social services between the user and the provider is concluded in the form of an oral or written agreement.

Each user of social services is trained by the OSP worker at the beginning of cooperation in their rights and obligations, as well as the rights and obligations of the provider of social services. They are particularly trained in the right to file a complaint about the quality of the service provided or the behavior of the worker and in the termination conditions of the social service.

The service process is planned by the service worker together with the user as an equal partner through mutual dialogue = negotiation about 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 in the most suitable way. The worker and the user establish how often and in what way they will work towards achieving the goal.

Working methods:

• Individual approach - the service is based on the individual needs of each user, supports the expression of their own will, goals, and ideas, and leads 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 support users to be able to independently and with their own efforts change their unfavorable social situation.
• Equal access - services are provided without distinction of gender, race, religion, national or political affiliation, sexual orientation, or how they participate in 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 reporting obligations under § 367 and § 368 of Act No. 40/2009 Coll., the Criminal Code.
• Voluntariness - the service user can terminate cooperation at any time without giving reasons. Free of charge - the service is free of charge for the user. Partnership and mutual respect - the user has the right to have and express their opinions and intentions, the right to ask about the opinions and intentions of employees, but is not obliged to accept them.
• Mutual safety - users do not endanger the physical safety of workers and other persons present in the Center, nor do workers endanger the safety of users.

Handling complaints:

Every user is informed about the possibility to file a complaint regarding the quality or the way the service is provided. Complaints can also be submitted by other citizens. A complaint can be filed in writing, orally, and anonymously. An OSP employee is obliged to accept the complaint and pass it on to the service manager. The complaint must be handled without unnecessary delays, but no later than 30 days from the date of submission.

For anonymous complaints, the response will be posted on the service notice board.

Rules for filing complaints are displayed in the entrance area of the service office. The complaint box is located in a discreet place.

Each complaint is recorded in the Complaint Book and assigned a reference number.

The provider is required to ensure that filing a complaint is safe for the complainant and does not harm them in any way. At the same time, the provider follows the principle that each complaint is a stimulus for the development and improvement of the service quality.

If the complainant is not satisfied with the handling of the complaint, they can appeal to the address: 

Romodrom o.p.s.

Methodology Department

Braunova 1

155 00 Prague 1

A complaint against the entire organization can be filed: 

City of Prague

City of Prague Municipality

Department of Health, Social Care, and Prevention

Charvátova 9/145

110 00 Prague 1

Termination of service:

A user can terminate cooperation with the social service provider at any time, even without stating a reason. Termination of cooperation by the provider can only occur based on a serious violation of the cooperation rules by the user of the social service (so-called sanction exclusion of the user, for example, in case the user physically attacks an employee). Termination of cooperation between the contracting parties occurs when the user of the social service interrupts contact or when the contracted task in the individual plan is fulfilled (and the user does not request further services).

Service fees:

• Services are provided free of charge

Additional information:

Interested parties are informed about the social service through informational leaflets and also through the organization's website. After the introduction of the social service, current service users share references about the service with their social circle (both positive and negative - based on their personal experience with the service).

Spaces, material, and technical equipment:

The social service is provided in the office space at the above-mentioned address and also in the natural environment of the user, i.e., in their household, or at offices and other institutions where the direct care worker can accompany the user of the social service as part of fulfilling the user's assignment. The spaces are functionally equipped with furniture and equipment according to the users' needs. Users can use a PC and printer if needed to fulfill a specific assignment (e.g., for resume processing, job search, etc.).