Criteria for assessing the activities of specialists in the social sphere. Job analysis

There are two approaches to the definition of the concept of the effectiveness of social work.

The first is the ratio between the achieved results (effects) and the costs associated with providing these results.

The key problems in relation to this definition are the measurement (description) of results or effects and costs, as well as the impact of costs and other factors on the results.

“Situations of correlation" are very different. Costs are maintained at the same level, and the results in quantitative and qualitative measurements are achieved higher than in previous periods. Costs were reduced, and the results remained the same as for unreduced costs or even increased. Costs have increased to some extent, and the results have become even greater. In practice, one has to reckon with the so-called “marginal results” when their quantitative and qualitative characteristics do not increase due to the limitation of a number of factors that are specific in a given social protection institution.

The second approach considers work efficiency as actually achieved and necessary results (effects). The key task, based on this understanding, is the measurement (description) of results.

Since the results and costs can be assumed, planned, planned or act in the form of goals (tasks), so far the effectiveness can be assumed (estimated, planned) and actual (actually achieved).

Other important issues are performance assessment; selection of subjects for evaluating effectiveness; subjects evaluating effectiveness, methods and techniques for evaluating effectiveness; factors affecting efficiency / inefficiency.

It should be noted that research in the field of the effectiveness of social work began recently - in early 1996. And therefore, there are only the first scientific results related mainly to the development of the conceptual apparatus, the definition of the types of techniques and methods with which you can evaluate the effectiveness.

An important concept is the subject of assessing the effectiveness of social work or that specific that can or is actually being evaluated. Accordingly, the subject associated with the methodology, a list of which is given in table 23.

The parametric method is the basis of the so-called "parametric techniques". It involves a comparison of two key parameters:
1) there was a condition of the patient (client) before;
2) the current state of the patient (client).

This method involves describing the condition of the patient (client) “at the entrance” (for example, when a child with disabilities is admitted to a rehabilitation center) and “at the exit”, i.e. at the end of the rehabilitation period. The difference between these two parameters represents the “rehabilitation effect” or the result, indicating the effectiveness of the used rehabilitation means, methods, organization of rehabilitation, staff qualifications, etc.

The main problems in the development of parametric techniques are: development and description of the parameters “at the input” and “at the output”; determination of the main factors of efficiency and inefficiency in terms of both intermediate and final parameters.

The method of evaluating the effectiveness based on the satisfaction of the needs of the served client (s). This method has the following varieties:
1) direct assessment method, when periodically conducted oral and written (using questionnaires) customer surveys;
2) a parametric method by which a comparison is made (comparison) of what is supposed to the client according to the norms, standards or relevant standards, and what is actually performed in the process of social services;
3) a combination of the first and second methods.

When using these methods, one has to reckon with the so-called “unexpected customer reactions” when they turn to the social protection authority with complaints, questions, and requests, in which their needs are expressed.

From the point of view of the structures that manage the social service process, it is important to have information about satisfied, not fully satisfied and for some reason not satisfied needs of their customers. This, as practice shows, allows you to more purposefully build work on social services, achieve the necessary resources, use new forms and methods, etc.

The method of assessing effectiveness / inefficiency is very pragmatic, as it allows you to systematize factors of efficiency and factors of inefficiency; present them in a visual and visual form, for example, using the appropriate table; to develop and implement programs (plans) to improve the activities of the relevant institution.

We show this method on the example of the Sokolniki CSO (Moscow). According to the director of this CSO (although the assessment base may be more extensive), the main factors of efficiency / inefficiency in 1995 in the work of this institution were as follows.

When using this method, it is possible to divide inefficiency factors into three groups: 1) factors, practical solution which does not depend on our structure (the so-called “upper” or “alien” factors); 2) factors whose practical solution depends on the institution (“our” factors); 3) factors located on the "watershed" of their own and others.

A feature of this method is not only its “evaluative nature”, but also its focus on solving practically significant problems that are included in the list of inefficiency factors. At the same time, the situations in which this can happen are very different: the situation when “squeezed inefficiency”; situation of systematic diagnosis and improvement; the situation of the “most significant problem”; situation of “pressure from above”; case situation and others.

A questionnaire survey is one of the methods for assessing both the effectiveness and inefficiency of social protection institutions and peak activities. The following varieties of this method are encountered:

Certain questions on assessing effectiveness / inefficiency are “embedded” in the questionnaire, for example, “Questionnaire for a social services worker at home” contains the following questions:
- How do you evaluate the effectiveness of your work? high; high enough; average; low very low.
- Your suggestions on how to improve your work on serving older people?

By its design, the first question is closed, since it “sets” the levels of ratings. The second question is of an open type and is designed for the free expression of opinions and suggestions. Both of these questions are designed to clarify the so-called “primary picture” or to obtain initial estimates and suggestions. Further, deeper assessments can be made to identify and systematize problems of efficiency / inefficiency.

In practice, questionnaires are also used, which are entirely devoted to identifying factors of effectiveness / inefficiency. Such “targeted questionnaires” allow you to collect and process a variety of information that allows you to develop measures (measures) to improve efficiency. This requires qualified development of the questionnaire, taking into account the costs of its replication, as well as the collection and processing of information.

When evaluating the effectiveness of social protection institutions, the cost estimation method is also used, i.e. cost estimate of social services both at the cost of services for one client, and the entire contingent of serviced. At the same time, it is important to correlate the costs of social services with indicators that are selected as “results” and reckon with their “fluctuation” - the results have become higher, have remained at the same level or have worsened. Costs can also fluctuate - increase, remain at the same level or decrease, therefore, methodologies for evaluating the effectiveness should take into account these fluctuations.

The variety of processes that affect the aging of the human body necessitates the formation of a set of measures to prevent pathological (premature) aging, to create conditions for independence for older people, to realize their internal potential, to preserve their dignity, and to actively participate in economic and social development.

The activity of GBUSO “Mineralovodsky TSSON” in 2015 was aimed at implementing the Federal Law of December 28, 2013 No. 442-ФЗ “On the Basics of Social Services for Citizens in the Russian Federation”, developing social services, fulfilling the state task and planned indicators, and improving the quality of provision social services. In this direction, new approaches to modern social services are clearly indicated: focus on an individual assessment of the needs of service recipients, the formation of a mechanism for the provision of social services based on individual programs; participation of service recipients in the planning of social services.

The plan of financial and economic activity was executed in 2015. in full. In 2015 the average salary of a social worker in an institution was 13 thousand .97 rubles. 40 kopecks., in 2014 this indicator is 13 thousand .37 rubles., the average salary for the institution in 2015. 15 thousand. 601 rubles. 23 kopecks., In 2014. this figure is 14 thousand 256 rubles 32 kopecks. In accordance with the terms collective agreement institutions for social workers providing additional services in 2015 incentive payments in the amount of 1,443.8 thousand rubles were made, which is higher than the 2014 figure. by 289 thousand rubles

In 2015 the regular number of employees is 252 units, in 2014 251.75 units Staffing is 98.4%. The average age of employees is 49 years. The increase in staffing was made due to the introduction of 0.25 units. the position of Deputy Director for Medical Affairs. Much attention was paid to training personnel. At various advanced training courses (on the basis of the Russian State Social University, in Pyatigorsk, branches of the all-Russian public organization Russian Red Cross) 20 people were trained, their qualifications were confirmed as a result of the certification carried out at the center based on the center of 152 employees. During the year 17 professional studies and 42 workshops were held with the heads and specialists of the center.In addition, monthly, according to the plan for professional studies, classes were conducted with social workers on the topics of organizing social services for the population, introducing new technologies in 12 departments of social and social-medical services , improving the quality of service in accordance with the Federal Law of December 28, 2013 No. 442-ФЗ “On the Basics of Social Services for Citizens in the Russian Federation.” When applying for a job, priority right is granted to applicants with a specialized education: social Other, legal, medical. Of the 117 social workers, 64.6% currently have higher or secondary specialized education. Staff turnover in 2015 did not increase. This fact is associated with an increase in the wages of social workers, strengthening the prestige of the profession.

In 2015, the network of the main and additional structural divisions of the Center did not change. Out of 17 main structural divisions, there are 10 departments of social services at home (8 in the countryside, 2 in the city), 2 specialized departments of social and medical services at home, 4 departments of semi-stationary social services (urgent social services, children rehabilitation and adolescents with disabilities, social rehabilitation department social health department), inpatient department for temporary (permanent) stay of elderly citizens and people with disabilities. The structure of additional structural units includes:

social hairdresser;
social sewing;
rental point technical means rehabilitation;
"Sanatorium at home";
"Social taxi";
"Mobile team";
"Home helper."
173 people were taken for social services in the departments of social, social and medical services at home;
1612 senior citizens received food and clothing assistance;
164 elderly citizens underwent rehabilitation in the social and health department of the Center.
9% of children have improved organizational skills and creativity;
18% of minors increased the level of formation of practical skills;
9% increased the level of development of fine motor skills;
46% decreased anxiety and stress;
50% improved emotional state;
50% decreased level of aggression;
25% of the child improved communication skills.

In the reporting period, 7901 people were served by all structural units, which is 4448 less compared to the previous period of 2014. The decrease in the number of served occurred in connection with the liquidation of two social rooms.
The percentage of social services coverage to the total population of the city and the district was 6% and of the total number of senior citizens by age was 10.5%.
Analyzing the main indicators of the Center’s activities for 2015, characterizing the fulfillment of the volume of public services, the Center is 100% fulfilled and the budget execution 2015 is 100% fulfilled.

The number of services provided by all structural units of the Center in 2015 is 803672, which is 62 thousand 121 more services than in 2014, of which 489361 guaranteed services, 314311 additional services. The number of additional services provided in comparison with 2014. increased 1.9 times. From the provision of state-guaranteed services, it was received for 11 months of 2015. 2883.2 thousand rubles, which is less than 12 months in 2014. by 203.6 thousand rubles (52% of the total amount of funds received from the provision of social services). From the provision of additional services for 11 months of 2015 2674.2 thousand rubles were received, which is more than the figure for 12 months of 2014. 170 thousand. 500 rubles. Paid social services are gradually beginning to use an increasing number of customers. Having received a good quality service at an affordable price, many of our customers turn to us again and again, thus the number of additional services provided has increased by 150 thousand 421 services.

Despite the fact that in home-based conditions the number of recipients of services on the basis of their free provision has increased by 132 people, in connection with the entry into force on 01.01.2015. Federal Lawdated December 28, 2013 No. 442-ФЗ “On the Basics of Social Services for Citizens in the Russian Federation”, the institution was able to fulfill the plan-task “for lost income” by 100%, thus, through introduction of innovations, the institution replenished the estimated amount of “lost income” 213.5 thousand rubles.
Revenues from the rendered social services for 11 months of 2015 amounted to 5557.4 thousand rubles. Of the total amount received from the provision of social services, 39.5% are aimed at remunerating workers, 40% are aimed at strengthening the material and technical base of the institution.

In the reporting period, work was actively carried out to implement the Federal Law of December 28, 2013 No. 442-FZ “On the Basics of Social Services for Citizens in the Russian Federation.The customer base of the Center for automated accounting of services provided has been prepared in accordance with the new Federal Law No. 442-FZ. The diary of a social worker was replaced by a tablet storage medium, which significantly reduced the non-production time of social workers.

Agreements for the provision of social services under the Law were renegotiated with all recipients of social services and individual programs for the provision of social services were developed.
The conditions for the provision of social services for recipients of social services after the entry into force of 442-FZ were not worsened.
The Center carried out work on updating local regulatory acts, which are brought into line with the Law.

On the basis of the Center, 24 new innovative

technologies for senior citizens and people with disabilities, including fundamentally new approaches to rehabilitation and social adaptation our recipients of services: virtual tourism, sanatorium at home ", music therapy, dance therapy, laugh therapy, pecking therapy, diabetes school, social. the project “Spiritual health of the family and the individual”, the social project “Legal Clinic“ For Honor and Dignity ”, gymnastics at home, the program“ The Magic Power of Motherhood ”, the program“ Every Day for Joy ”with the cycle“ The ABC of Healthy Eating: My Food is Mine medicine ”, social patrol, emergency call, mobile team, home assistant, University of the“ third age ”, School for the care of seriously ill and disabled people, a program for the rehabilitation of elderly citizens with diseases of the nervous system, a program for the rehabilitation of elderly citizens with diseases of the musculoskeletal system apparatus "Spine is the key to health", a program for the rehabilitation of elderly citizens who have diseases of the cardiovascular system "Heart is the engine of life" and others.The list of social services has been expanded through the introduction of innovative technologies such as peloid therapy, clay therapy, aeroionotherapy.

In 2015, 1659 people received social services in 10 departments of social services at home, in 2 specialized departments of social services at home, which amounted to 107% by 2014, including: 1,474 people were served by departments of social services at home (106% by 2014);
185 people are specialized in the departments of social and medical services at home (118% by 2014).

An analysis of the work carried out in 2015 showed that social services in the form of social services at home and in the semi-stationary form of social services are provided to the majority of lonely residents who applied for free, since the average per capita income of recipients of social services as of the date of treatment calculated in accordance with the Procedure for determining the average per capita income the provision of social services for free, established by the Government of the Russian Federation, does not exceed the maximum per capita income established by the Law.Of the total number of recipients of services in home-based conditions, 500 are people. receive services for free.
During the reporting period, the departments of social services at home provided 583959 services, in specialized departments of social and medical services at home rendered 131027 services, which is 89% of the total number of services provided by all structural divisions of the Center. In the total number of services, the number of social services included in the List of social services provided by social services providers in the Stavropol Territory, so-called “home-based services”, amounted to 57%, 43% accounted for additional services. Amount received from the provision of social services for 11 months of 2015 in the home-based service, amounted to 5208.3 thousand rubles, which is 147.6 thousand rubles. more than last year of this period.
In order to quickly provide the necessary social assistance and social services to elderly citizens, the departments conduct a survey of their living conditions, identify their need for various types of assistance. During the reporting period, home-based service departments conducted a survey of the material and living conditions of 1952 elderly citizens, of which 1949 provided assistance to citizens, including:

The largest number of services rendered, 83% of the total number of social services were provided guaranteed servicesprovided in home conditions, socio-medical 14.7%. The average number of services rendered to one client of the social services department at home during one visit is 2.5 services included in the List of social services provided by social service providers in the Stavropol Territory, as well as 3.0 additional services, in 2014. the number of additional services per visit was 1.0 service, and guaranteed services 3.7.

Having analyzed the opinion of senior citizens and people with disabilities aboutthe effectiveness of social services at home, the following conclusion was drawn: people of advanced age 60 and oldercompletely satisfied with the service, positive opinions andassessments of the quality of work of social workers speak about enoughhigh level of their activity, older people need this formsocial services. In October 2015, a sociological study was conducted to obtain an assessment of the level of demand and satisfaction with the quality of social services.

The study involved 785 senior citizens over the age of 59 years, including a hospital of 15 people, social services at home - 770 people.

A general assessment of the quality of the provision of social services in an institution consists of three groups of indicators:

Satisfaction with the conditions for the provision of social services;

Satisfaction of recipients with the range of services provided in accordance with their needs;

Satisfaction of service recipients with the definition of their individual need in accordance with their needs.

So, 98% of the number of respondents, recipients of services are satisfied with the range of social services provided, both guaranteed and additional services.

Analyzing the satisfaction of service recipients by determining their individual need in accordance with their needs, it should be noted that 98% are satisfied with the quality of the provision of social services.

When assessing the openness and accessibility of information about the organization, it turned out that there was an increase in technical equipment in the institution, as well as more highly qualified personnel.

When assessing the friendliness, courtesy, and competence of employees of the social service organization, a high level of friendliness, courtesy, and attentiveness of employees, as well as a high level of competence of employees, the manifestation of universal skills, service delivery skills in the team, the manifestation of managerial skills and the quality of professionalism of the team were revealed.

When assessing satisfaction with the quality of service delivery, satisfaction with the quality of group events (health, leisure) was revealed, which was attended by 15 people who are in the temporary stay unit and 30 people who are served in the social services department at home, covered by the work of mini-clubs on housework.

Unfortunately, the institution does not have an alternative version of the official website of the organization of social services on the Internet for the visually impaired.

Accessibility of conditions of unhindered access to facilities and services in the institution for disabled people (including disabled children) and other low-mobility groups of social services recipients at an average level. There is no video, audio informants for persons with impaired hearing and vision in the premises of the institution. In order to ensure by 2020 the 100% accessibility of the institution for people with limited mobility, an estimate has been drawn up of expenses in the amount of 3,475,050.00 rubles. Despite this, according to the results of the survey, all recipients of services (including disabled people and other people with limited mobility of recipients of services), consider the conditions for the provision of services affordable.

All recipients of social services, evaluate the improvement and maintenance of the premises of the institution and the territory on which it is located, as good.

The institution’s activities are related to the implementation of the “road map” “Improving the efficiency and quality of services in the field of social services for the population (2013-2018)” aimed at developing the social service system in the Russian Federation, improving the level, quality and effectiveness of social services.

To solve this problem, the institution is being improved, an effective personnel policy in order to increase the interest of workers in work and enhance the prestige of the profession of a social worker, the development of unified approaches to ensure the availability of public social services provided to citizens, their adaptation to changing legal, socio-economic and demographic conditions, namely:

Work is underway to transfer all employees of the institution related to core personnel to an “effective contract”;

Strengthening and developing the material and technical base of social service institutions;

Achieving the optimal load on one social worker (the number of citizens served), taking into account the specifics of the subject of the Russian Federation, is the average load according to the results of 2015. for a social worker in the city is 14.9 units, in the village 13.4.

All recipients of services positively assess the change in the quality of life as a result of receiving social services in the institution.

98% of the surveyed recipients of services are ready to recommend the institution as a provider of social services to relatives and friends who need social services.

During the survey, the recipients of social services were able to express their opinion on the questions they were interested in, since the survey was conducted anonymously. During the questionnaire, we found out the problems that the recipients of services and social workers face, which makes it possible to quickly eliminate these problems or take timely measures to eliminate them.

Based on the results of the monitoring, it was possible to identify the following growth points to improve the quality of the results of activities:

1. It is the timeliness and completeness of the provision of social services that affect the change in the quality of life of the recipient of social services.

1. In accordance with the entry into force of the Federal Law of December 28, 2013 No. 442 “On the Basics of Social Services for Citizens in the Russian Federation”, the availability of social services has become valuable for recipients of social services in an institution.

2. In accordance with the desire of the recipient of services, it became necessary to develop his creative potential.

3. You should strive to be aware of yourself as competent in solving vital tasks, to achieve your goals.

4. It was important to strive for the complete satisfaction of employees with their activities.

5.With the introduction of new innovations, the desire for full satisfaction of employees with the activities of the institution, increasing the level of social services has increased.

6. It is necessary to identify the circle of partners, to inform them about the activities of the institution, and if possible to organize joint work.

7. The range of social services provided by the institution meets the needs and individual need of their recipients.

In order to prevent underperformance of individual programs of service recipients, systematic monitoring was carried out.Analyzing the topics of control, we can conclude that the status of documentation, the quality and effectiveness of patronage and social services were most often checked. During their implementation, the skills of specialists were diagnosed to diagnose the problems of service recipients, to plan and carry out remedial and rehabilitation work with them, to carry out interagency and interdisciplinary interaction to solve problems of service recipients, as well as the effectiveness of the services provided. Identified comments were resolved on time and in full. As a result of checks carried out analytical work to determine the effectiveness of the use of working time by social workers to exclude periods of ineffectively used periods, the work on social services was also optimized, the criteria for assessing the efficiency of work of social workers were revised and supplemented, the main indicators for assessing the quality and effectiveness of social services were adjusted, recommendations were made on the implementation of measures social support for centenarians, veterans of the Great Patriotic War and other categories of elderly people, expanding the list and increasing the provision of social services by the “Crew of Mercy”, intensifying work on the provision of paid social services, etc.

Currently, the priority for admission to the department of social services at home is completely absent, this is due to the fact that this year the work on the provision of one-time services has intensified, the “work of the carers service”, the “home assistant”, the mobile brigade, and other additional units are well organized Center.

During the charity decades dedicated to Easter, Victory Day, International Day of Older Persons, we attracted volunteers who took part in the regional campaigns “Hurry up to do good” and “Spring week of good”. In addition, labor landings were organized to provide additional social services to pensioners on a charitable basis. During 2015, volunteers took part in mini-concerts dedicated to holiday dates at home at 172 clients.

In two specialized departments of social and medical services at home, 150 people are served, which exceeds the normative indicator by 15 people. In 2015, 185 people were served. The average load per 1 social worker is 10.3 people. in the city, 7.3 in the village, for 1 nurse - 15.5 people. in the city, 8 people in the village. Serviced were provided: 131027 social services, which is 2427 units. more than in 2014 Including guaranteed - 97903, additional - 33124. At the same time, additional services were provided for 8205 units. more than in 2014 In 2015, there was a slight increase in the number of customers served compared to 2014, however, there was a decrease in the number of guaranteed services rendered, which was associated with a change in the list of such services, and in 2014, great attention was paid to improving the quality of social services, rather than the number of services provided. However, there is a significant increase in the number of additional services, which indicates a timely study of the population's demand for services and the institution’s mobile response to the emerging demand. Analysis of the age composition of clients of the department for 2015 showed that 56 people. recipients of services aged 80-89 years., 36 people. aged 60-74 years, 27 people. at the age of 75-79 years. In 2015, the departments of social and socio-medical services at home actively introduced the innovative technology “Sanatorium at home”. 26 people were served, 9470 services were provided for a total of 531.8 thousand rubles.

Citizens suffering from cancer (15%), cardiovascular (33%), post-stroke complications (18%), and diseases of the musculoskeletal system (34%) are at the service. Compared to last year, the number of clients suffering from diseases of the musculoskeletal system has increased, which means that the ability to self-service has worsened, and as a result, the number of labor-intensive services has increased. Of the total number of clients, 17 people have disabilities of the first group, 47 people have disabilities of the second group and 12 are people with disabilities of the third group. The number of clients completely bedridden 30 people, which amounted to 20% of the total number served. In 2015, specialists of the department paid much attention to the rehabilitation of disabled people, the purpose of which is to return a sick person to a full life, restore the ability to self-care, and restore lost skills. Thanks to the specialists of the center, people with disabilities who are on social services have individual rehabilitation programs, which makes it possible to train clients and their relatives on certain skills in performing physical exercises, and also contributed to the restoration and improvement of motor functions. During the reporting period, in connection with the improvement of the state of health and on the recommendation of the attending physician, 4 clients were transferred to the social services department at home. Of the total number of clients, about 97% are single and lonely living pensioners who need constant outside care, and therefore, social and medical workers visit them daily, and often 2 times a day.

Department of Emergency Social Services

Work to solve the problems of citizens in need of social assistance and support is carried out by the department of urgent social services. During 2015, 6,587 people applied to the department; 14221 different types of services were provided to them, which is less than the 2014 figure. by 2482 people, but corresponds to the quantitative indicator of the state assignment for 2015 During 2015, the department attracted charitable and sponsorship funds in the amount of 554.3 thousand rubles. The funds received by the Center were spent on the purchase of food products for citizens recognized as requiring urgent social services.
In total, 15 people were covered by hot breakfasts in 2015, which corresponds to the indicator of the same period last year.
For the reporting period, 372 people received food packages, which is 60 people more in comparison with 2014, for a total of 221.6 thousand rubles. The amount of assistance in monetary terms, per person, amounted to 472 rubles, which is 116 rubles. less than in 2014. At the same time, the department’s specialists visited more than 200 enterprises with a view to providing charitable assistance, but in more than half the enterprise managers refused to provide charitable assistance.
Rental services of technical rehabilitation equipment in 2015 80 people took advantage, which corresponds to this indicator for 2014.
In the department of emergency social services, a mobile team continued to function to provide assistance to people in difficult situations. In 2015, 54 mobile team visits were carried out, which is 5 more visits than in 2014. as a result different kinds 183 people received social assistance. As part of the charity campaign “Mercy Crew, 372 residents of remote settlements of the Mineralovodsky District received help.
During 2015, work was continued on organizing recreation for children of working citizens and children in difficult situations, living in the Mineralovodsky district, in the sanatoriums of the KMV and the Krasnodar Territory, as well as in suburban health camps. During the reporting period we went through recovery1022 child .. 64 people were sent to the health center "Kavkaz"

Social Wellness Department

According to scientific research, every Russian pensioner who turns to a medical organization has a set of 5-7 chronic diseases, which leads to a limitation of life. If we conditionally divide active longevity into proportional sectors, then only 10-15% is allocated to the contribution of health care. The remaining segments are as follows: 50% lifestyle, another 35% inheritance. This shows that the main point of application of efforts to health is an integrated approach to solving the problem with an emphasis on social measures. President of the Russian Federation V.V. Putin has set the task of increasing the expected average life expectancy in Russia by 2018 to 74 years. In 2015 the average duration is 70.3 years. The main reason for contacting the Center is the inability to independently perform a number of household chores, less commonly family problems and the death of a spouse, previous serious illnesses caused the request for services in 12.5 men and 9.5% of women. Hence, the main attention of the employees of the social welfare department is paid to those services that contribute to the formation and maintenance of a healthy and active lifestyle.

In 2015, 499 people underwent rehabilitation in the welfare department, which is 251 people. more than in 2014, of which 220 people. - within the framework of the state assignment, this indicator per 100 people. more than last year. The list of services includes a doctor’s examination and appointment of procedures with health monitoring. In this case, the diagnosis of the underlying and concomitant diseases, the general health of the client is taken into account. Then, an individual rehabilitation plan is drawn up, including magnetotherapy, reflexology on DENAS devices, inhalations, water procedures, vitamin therapy, exercise therapy classes, and others. Average results of the effectiveness of social, medical and psychological rehabilitation in the department: anxiety level is normalized in 25% of people; 45% have a stabilized level of communication; 15% - reduced level of social isolation; 19% of pain is weakened; 24% increase motor activity. Analysis of the assessment of the vital functions of post-rehabilitation measures provided by the department’s specialists shows that the complex of socio-medical and socio-psychological services has a beneficial effect on the restoration of disturbed psychophysiological functions of adult disabled people: first of all, the weakening of pain in the musculoskeletal system and the improvement of psychological well-being. According to the results of the oral and written (questionnaire) survey, 98% of the department’s customers are completely satisfied with the quality of the services provided by the department’s specialists. The department’s activities are aimed at expanding the range of services provided to people with disabilities. This is how social and educational services are provided: holidays, tea parties, watching and discussing videos. This year, on the basis of the department, a creative workshop “For the Soul” and a health group were created, classes are held twice a week. For 2015 rendered 27181 services, which is 3.7 times more than in 2014, of which 25557 are guaranteed, 1624 are additional. The average payment for 1 person. is 839.5 rubles. The amount received from the provision of services amounted to 209.8 rubles, in 2014 This amount amounted to 113.9 thousand rubles.

Department for the rehabilitation of children and adolescents with disabilities

Social Rehabilitation Department

For 2015 130 disabled children were served, who were provided with 7885 services, which is more than in 2014. by 3242 units At the same time, socio-psychological services — 2221 services — are most in demand, 1667 units were rendered, socio-medical services, the number of social and labor services — 339 units increased.These changes are due to:

Reducing the number of days missed by minors due to illness and rehabilitation outside the Mineralovodsk district;

An increase in the length of the rehabilitation period in the department;

An increase in individual psychologist classes with recipients of department services;

Conducting classes with the predominance of individual forms or small groups over group, taking into account a personality-oriented approach to achieve positive results and ensure the quality of service delivery.

The main diseases of children are and remain a priority for several years, mental retardation in combination with mental disorders (24.7%), diseases of the nervous system, including Cerebral palsy (19.4%), congenital malformations and developmental deformities (19.4%). 10 children received social and medical services at home, 20 children received social and domestic services at home, which corresponds to the quantitative indicators of state. tasks. Much attention is paid to the organization of creative activity. The department’s specialists continued to work using innovative methods for working with children with disabilities:

- “Magic Curl” - the formation of creative competence

children with OS by means of quilling;

- “The World of the Violet Forest” - the development of active forms of thinking, cognitive, creative, intellectual, mental and mathematical abilities in children with disabilities from 3 to 10 years;

- “Testoplasty as a method for the development of fine motor skills of hands in children with OS”;

- “Drawing as a way of self-expression of a child” - training sessions

on the development of the emotional and communicative sphere of children with disabilities.

The main forms of organizing work with children are:

Classes with training elements, sand therapy, fairy tale therapy, game therapy, art therapy.

As part of the semi-stationary departments in our institution in 2015 “Developing, playing” programs were implemented for children with early childhood autism syndrome, which helped to relieve painful internal stress and alleviate feelings of distrust of the world. As part of this program, an Open Day was held with the involvement of volunteers for the Day of the Disabled. In 2015 within the framework of these departments, the “Seven Ya” program was introduced using innovative stone therapy technology, which contributed to enriching the experience of responding and building relationships between the child and surrounding children and adults.

According to the results of the Art Harmony program, the level of self-esteem increased in 78% of children, 22% of self-esteem did not change, the level of anxiety decreased in 89% of children, in 11% it remained unchanged. Regular observation of department specialists at the beginning and end of classes allowed us to identify the following trends: for participants who have a bad mood at the beginning of classes, toward the end the overall emotional background improved. According to the results of a survey of parents: 72% of children experienced a joyful emotional state after class, 100% of children and adolescents shared their impressions of their activities with the program with parents, 43% of parents noted visible changes in the behavior of children, 57% of parents believed that their children significantly improved their interactions with other children. According to the results of the implementation of the Green Planet program, the vocabulary of children increased, curiosity aroused, attention and observation improved. A sense of pride in success, as well as a sense of responsibility that led to success, entail an increase in self-esteem. Children understand that living creatures depend on them. Watering flowers, planting plants and other types of work lead to improved self-control through redistribution of energy. Children are forming a positive outlook on the future, they are interested in what will happen to plants next week. Watching the different colors of plants, the landscape of the native land, smelling flowers, the child forms the image of the world in which he grows and develops.

According to the results of the program " Magic world sand ”the level of fear decreased significantly in most children, 85% adaptability increased by 40%, the level of acceptance of themselves and others by 34%, a reduced level of emotional discomfort is observed in 55% of service recipients.

In the framework of the program “Artistic and Aesthetic Development of Children with Disabilities of Health“ Magic Paper ”, as well as the program“ Plasticineography ”, the program for the development of fine and decorative and applied art“ Semitsvetik ”, the program“ Formation of elementary mathematical representations ”, classes helped to increase the level of attentiveness, imagination, the formation of the simplest measuring skills, the expansion of the active vocabulary of children, the development of visual-figurative thinking.

The Planet of Speech program reached 130 people, while 95% were satisfied with the quality of the services provided, 80% were positive in the speech and mental development of children. Initial positive results were also noted during the implementation of the Steps to Life program: 30 people were involved; positive dynamics in 6 children.

The main task that the specialists of the department solved was the formation and consolidation of existing self-care skills, the development of cultural and hygienic skills, physical adaptation resources in minors with disabilities. Rehabilitation work was built taking into account the individual capabilities of each child, emotional stability and level of development. The rehabilitation process, as before, was aimed at implementing a high-quality approach to the provision of social services, using elements of integrated environment technologies, a personality-oriented approach (according to I.S. Yakimanskaya), health-saving technology, and a role-playing game.

Much attention is paid to the recipients of the department's services by the city institutions: MBDOU "Baby", "Fairy Tale", "Firefly", secondary school No. 3, No. 5, School of Arts, Sunday School. Pupils and teachers prepared various performances, performances and concerts. Repeatedly, students from different schools of the city gave children gifts for holiday dates.

In the process of primary diagnostics, specialists of the department identified the main problems that needed to be solved, namely: lack of self-service skills - in 58% of children; Availability bad habits in 18% of children; low level of educational motivation in 88% of children; the need for recovery - 70% of children; emotional instability - in 82% of children; lack of positive communication skills in 88% of children.

These problems, in accordance with the decisions of the council meetings, were the basis for the development of individual rehabilitation programs (IPR) for minors.

In 2015, a speech therapist provided 1126 services, which is 14% more than in the same period last year. These changes are explained by the active attendance of speech therapy classes by recipients of department services. Comparing the results of correctional work, there is a positive trend in the results of diagnostics of recipients of services of the department:

In 12% of children in the development of speech (D / Z:F -80.2; F -70 F -80.1), the pronunciation of speech has improved, the active and passive dictionary has increased;

1% in the development of fine motor skills (movements have become more consistent and focused);

2% in the sensory-perceptual sphere (recognition of colors, shapes and sizes of objects improved).

In order to improve professional skills, each specialist in the department of rehabilitation of minors with limited mental and physical capabilities, 100% implemented the approved plan of self-education, according to which, presentations were made at meetings of the council. Information stands were regularly updated, booklets were distributed, consultations were provided, meetings were held, open classes, events for parents.

According to the results of the reporting period, the following positive changes in the development of juvenile departments are observed:

Social and rehabilitation work in the department was built, taking into account personality-oriented abilities and capabilities of the disabled child, his emotional stability and level of development, in close collaboration with parents.

Parents were provided with conversations and consultations (over 250) on the issues of caring, maintaining and raising children, in order to increase legal literacy, psychological and pedagogical competence.

Analyzing the data obtained for these departments, we can conclude that the quality of the services provided is high, 98% of those who received services in this department are satisfied with their quality. The main criteria for improving the work of the department were: the list of services provided (not enough types of services), the premises of the institution (small areas) and the location of the institution (distance from the city center). These problems have been repeatedly voiced, and their presence remains relevant. Comparing the activities of specialists in 2014 and 2015, stability can be noted, both in the number of services and the events held. Among the children visiting the department, the majority of them are still accounted for by residents of the city, but thanks to the participation of the institution in the regional program “The Right to Be Equal”, a special was acquired. the car managed to organize field visits for specialists in the village, and it was also possible to take a rehabilitation course for 8 children suffering from cerebral palsy with delivery to the place of service.

Every month, according to the schedule, children registered in the rehabilitation departments undergo rehabilitation on the basis of the social and health department. The department has created excellent conditions, specialists carry out rehabilitation work with them according to specially developed programs: doctor’s examination, massage, physiotherapy, exercise therapy, procedures, cognitive games, landscape science, fairy tale therapy, music therapy. In total, 90 children received social and medical services during the year. When dealing with children with disabilities, specialists strive to help the child overcome the isolation of character, expand the circle of children’s communication, the circle of their interests, and the events held help children escape from the confined space of their home and limited lifestyle. For festive events, cultural events, charitable assistance was provided by various enterprises in the amount of 290,692.2 rubles.

On November 20, 2014, as part of World Children's Day, the All-Russian Day of Legal Assistance to Children was held. On the territory of 15 municipalities of the district, in all divisions of the center, educational and medical institutions, announcements about the event and the addresses of counseling places were posted, as well as the work of the basic consultation point at the address: Mineralnye Vody, ul. Frunze, 52. A free reception was organized for children of their parents (legal representatives), on issues affecting the rights of the child, on legal issues related to the upbringing and protection of the rights of minors, the provision of targeted social assistance, sanatorium-resort treatment of children with disabilities, and measures of social support for the family stipulated by the legislation of the Russian Federation. Festive events were organized in all divisions of the Center on the occasion of Children's Day, Youth Day, Family Day, Love and Fidelity, and the State Flag Day. Social workers of all departments of the center, together with employees of rural administrations, clubs organized games, theatrical matinees, sports, drawing competitions, holiday concerts with the participation of children's groups. In terms of quantitative indicators, the state assignment of the departments is 100% complete.

Inpatient department of temporary (permanent) stay of elderly citizens and people with disabilities

During the year, there was an interest in receiving positive emotions from communication, establishing trusting relationships between participants in club activities. During the classes, which took place 2 times a month for 1 hour, clients received manual skills, learned to work in a team, together. For the reporting period, decorative and applied arts products were made using new and traditional techniques: scrapbooking, decoupage, felting, paper art, embroidery, burning, appliqués, lace, salt dough molding. A survey of residents showed that even the improvement of small elements of the environment (renovated rooms, etc.) or the regularity of the events positively affect their quality of life, which indicates the importance of both elements of the physical space and the organization of life in the department. Using the survey data in the 1st quarter of 2016 It is planned to develop and introduce the innovative technology “mile therapy”.

Many tasks related to the socio-psychological support of residents are solved by volunteers. Reading newspapers for the visually impaired board games, the joint manufacture of crafts, conversations, all this makes the life of an elderly person happier and happier.

During the reporting period, the cultural organizer held master classes on the topics “Felting. Making chicken using the full felting technique. ” In April, the charity fair “Towards a Happy Easter” was organized and held. All recipients of services of the inpatient department, employees of the Center and members of the mini-clubs of the Center participated in the manufacture of souvenirs. In total, 50 people took part in the preparation of the crafts (12 employees, 15 recipients of services and 23 club members).

For the holiday of Great Victory, a thematic corner on the theme “History of the St. George Ribbon” was designed. As part of the volunteer movement in the department, the League of Good project is being implemented with the aim of involving young people in psycho-correctional and rehabilitation work, using the individual’s internal resource, the inner circle’s resource, optimizing intergenerational contacts, and close cooperation between the older and younger generations. As a result, organizedseasonal volunteer campaigns: “We have come to your house”, “Path to the veteran’s house”, “Blizzard”, “Heat to the house”, “Hearty congratulations”. Psychologist conducted“We are together” training for volunteers with the goal of actualizing potentials and qualities such as openness to feelings, expressiveness, ingenuity, curiosity. As a result of the training “Bridging the Bridges”, the volunteers themselves identified the following areas of charity events relevant in the area; areas of joint activities with the aim of close cooperation between the older generation and the younger:

Meetings of different generations.
Cinema lectures on the film library of the best films of different years using a video projector.
Joint walks in nature.
Theme nights.
Master classes (in cooking, crafts, handicrafts for boys and youths).
The action "Hearty congratulations" (congratulations at home of senior citizens, delivery of congratulatory letters from the administration on the day of an elderly person)
Elementary computer literacy training.
Maintenance: to the clinic, for leisure activities.

Basically, older people decided to stay in the ward for senior citizens and people with disabilities due to poor health - 50% of customers, and in 2015 the reason was also the lack of housing - 3 people, the need for constant assistance - 25% of the clients surveyed as well as the inability to independently manage the household - 29% of those living in the department. More than 50% of older people are physically weakened when they enter the department, but these are people with their own life experience and desire to be needed. Repeated hospitalizations, as well as a change in psychological status, change the adaptation of older people, this led us to the idea of \u200b\u200bthe need to introduce therapy with an environment based on the idea that the social environment can affect the adaptive capabilities of people. It is impossible to increase the “sense of life” (as well as health) without the unity of the physical, mental and moral components, and the moral component is very important. In the department, orthobiotics was chosen as one of the priority areas of miliotherapy. The essence of orthobiosis technology is relying on a holistic approach, the connection of imagination and bodily sensations, the interconnection and mutual support of auditory, visual, tactile sensations with a pronounced positive attitude towards the object.

In 2015, the question “Who suggested considering the issue of placement in a stationary institution” was answered - 35% of the department’s clients surveyed answered their own decision. At the insistence of relatives, 21% were placed in the department or at the suggestion of social protection workers 44%. 79% of those surveyed were well informed on all types of social services, 21% were informed in general. Living Conditions “Very good conditions (comfortable, improved) ”said 98% of customers. To the question “What would you propose to do to improve the living conditions of the department”, 96% of the customers answered “everything suits”. 100% of the department’s customers use all the social services provided by the department. Satisfies the quality of medical care provided in the department of 100% of clients. The accessibility and quality of the provided medical servants are considered by 100% of respondents to be quite affordable and of good quality. 99% of customers find understanding in relations with the administration and employees of the department. “High” personal and professional qualities of the department employees were rated by 99% of customers, official skills were rated “highly” - 98%. “Good food, everything suits” -90% of the department’s customers, 10% said that the food is monotonous. The quality of the provided soft equipment, clothes and shoes is good and suits 98% of customers. 100% of residents feel protected and safe, living in the ward for elderly citizens and people with disabilities. 100% of customers claim that all services are available to them. In the department, the service for residents is based on respect for the personality of the resident (100%), and is organized at a time convenient for each resident (100%). Clients were given the opportunity to make suggestions and comments on improving social services to the management of the institution - 89% of respondents. 99% of customers replied that there was no refusal to provide any services. The daily routine suits 100% of the department’s customers. Work on the organization of leisure activities in the department is rated as systematic by 96% of respondents. To the question “How has the quality of provided social services changed”, 73% of customers in 2015 answered that overall health was improved as a result of the provided social services. 25% of respondents said that their health status improved (stabilized). 21% - an opportunity to communicate.

Starting February 4, 2015 new service - oxygen therapy. The paramedic, if necessary, examines the sick, receives recommendations for treatment and, if necessary, hospitalizes the patients. Also, those served receive the necessary advice from the doctors of the clinic for diseases. The nurse daily monitors the preparation of high-quality balanced nutrition, the timely conduct of general and wet cleanings, and monitors the state of health of residents. Staffing 100%. The presence of couples among residents - no. The receipt of charitable contributions, donations, other extrabudgetary sources - no. There are no complaints from residents, their relatives and other persons and the organization of social and socio-medical services in the department. This department was provided in 2015. 47284 services, a quantitative indicator of state. tasks completed 100%.

The main task of the department is to improve, maintain and restore clients' own forces for normal life, and create living conditions close to home. In 2015, the departments served 22 people, which is 1 person more than in 2014. The department created life conditions appropriate to the age and health status of customers. The amount received in the form of the difference between the amount of the assigned and paid pensions amounted to 2015. 1338.4 rubles, while 822.6 thousand rubles were spent on food.

In 2015, there were no global problems in the work of the institution. Qualitative performance indicators of the Center correspond to the parameters of the state task. In terms of quantitative indicators, the state assignment by all departments is 100% complete.

To disseminate work experience and increase public awareness of the institution, the Center regularly publishes thematic information leaflets and booklets, holds round tables and seminars. For 2015 46 information materials were posted: 32 on the website of the Ministry of Labor and Social Protection of the Population of the Stavropol Territory, 16 on the official website of the institution, 13 in print media.

Of no small importance in the organization of work of the units is their material and technical support. At the expense of funds received from the provision of paid services, favorable conditions were created in each center service for the work and reception of citizens. Leading experts are provided with computer equipment, stationery. The special assessment of labor in 2015 was completed in full for a total of 63.8 thousand rubles.

An analysis of the work done in 2015 shows that in the state public institution Social services “Mineralovodsk Center for Social Services” has the potential to seek new forms of work, as well as to create favorable conditions for citizens who need high-quality social services.

All work carried out in the institution is aimed at maintaining a period of active longevity, increasing life expectancy, which means that it can improve the quality of life of older people. There are prospects for the development of the institution in expanding the types and improving the quality of services through: introducing new types of paid social services; implementation of socially significant programs and projects; development of an integrated approach to solving social problems of the population, including through the work of the Board of Trustees.

The priority tasks for 2016 are:

1. Systematic work on the implementation of the Federal Law of December 28, 2013 No. 442-ФЗ “On the Basics of Social Services for Citizens in the Russian Federation”.

2. Creation of conditions for improving the educational and professional level of employees in accordance with their current position and the development of their methodological potential.

3. Creation of safe, comfortable and affordable conditions for the provision of services to participants in relations, especially with disabilities and disabilities.

4. Creation of conditions for the inclusion of employees, recipients, partners and the public in the system of public administration of the institution.

5. Providing information transparency to the institution in accordance with modern requirements, increasing the level of accessibility of information for recipients of services and the inclusion of employees in the development of information and telecommunication resources. Organize and hold the conference “an elderly person of the 21st century”, to hold in the 1st quarter of 2016. "Open Day", to the day of an elderly person "Fair services of the institution."

6. Improving the system of studying the needs and satisfaction of service recipients and organization employees in order to provide them with timely, targeted and professional support in improving social competence, developing creative potential and improving the quality of life.

7. Introduction of innovative technologies of social services: “Milyotherapy”, social. project “Let's say no to disabilities”, social. project "Social nanny", a comprehensive social and health project "Steps of longevity", social. Butterfly Way project.

8.Modernization of the use of innovative technology "Informatization of the process of social services."

9. To expand the serviced territories of rural settlements, to increase the number served by a mobile brigade.

10. Continue to bring the actual number of social workers in line with the regular number.

11. Ensuring continuous customer satisfaction with the services provided. Extension service nurses, home assistant.

12. Taking preventive measures to prevent or resolve customer complaints and complaints;

13. Development of the institution of mentoring, volunteer movement.

14. Improving work with the family at the place of residence of a disabled child: the introduction of social services. project “Visiting social expedition”.

15. Attraction of additional sources of financing.

Director of GBUSO

"Mineralovodsky TSSON" E.V. Chistyakova

VOLOGDA REGION EDUCATION DEPARTMENT

GOU SPO TOTEM PEDAGOGICAL COLLEGE

Graduation work

STUDYING METHODS FOR ASSESSING THE EFFECTIVENESS OF PROVIDING SOCIAL SERVICES IN THE DEPARTMENT OF SOCIAL SERVICES AT THE HOUSE OF ELDERLY CITIZENS AND DISABLED PEOPLE

Totma 2010

INTRODUCTION

CHAPTER 1. THEORETICAL ASPECT OF THE PROBLEM OF STUDYING THE EFFICIENCY OF SOCIAL SERVICE

1.1 the Concept of the effectiveness of social services

1.2 Criteria and indicators of the effectiveness of social services

CHAPTER 2. STUDYING METHODS FOR ESTIMATING THE EFFICIENCY OF SOCIAL SERVICES IN THE DEPARTMENT OF SOCIAL SERVICES AT THE HOUSE OF ELDERLY CITIZENS AND DISABLED PEOPLE

2.1 Organization and conduct of research on the example of MU "Mezhdurechensk integrated center of social services for the population"

CONCLUSION

REFERENCES

INTRODUCTION

In connection with the implementation of the National Standards of Social Services for the Population, requirements for the activities of social services and specialists of social institutions are increasing.

The main requirements include:

Improving the quality of services provided to the population, ensuring their availability;

Improving the efficiency of social services for social services clients.

Among the factors contributing to an increase in the efficiency of activity, an important place is given to the professionalism of personnel as an important component of social work.

There are different understandings of the effectiveness of social work. The first assumes that the goal of the work is a pre-programmed result. Therefore, the effectiveness of social work is understood as the ratio of achieved results and costs associated with ensuring these results (goals).

But in order to evaluate the effectiveness of the institution as a whole, its individual structural unit or individual specialist, reliable criteria and performance indicators are needed.

To identify effectiveness, the achieved result is compared with accepted standards of social services for the population. Since different types of activities differ from each other, and in the process of social service different tasks are solved, so when evaluating the effectiveness of social work, its results should be taken into account both in quantitative and qualitative characteristics. But in order to evaluate the effectiveness of the work done, reliable criteria and developed indicators are needed.

The criteria and indicators of social services are described in their works - S.I. Mikhailova, T.V. Cherpukhina and T.V. Chuyanov.

Determining the criteria and indicators for assessing the effectiveness of social services is today an urgent research problem.

Research practice indicates that there can be no single approach to determining the structure of criteria and indicators suitable for all cases of evaluating the effectiveness of social services. Their composition will vary depending on the object, subject and objectives of the assessment of the investigated phenomenon, process.

The prevailing practice is the quantitative assessment of activities in social service institutions. Efficiency is determined by the number of customers served, services provided, etc.

The effectiveness of solving a client’s problem, its effectiveness, in many respects also depends on the specialist himself, his skills, experience, personal characteristics and qualities. Therefore, for professional tasks, the selection of personnel and a reasonable personnel policy as a whole is another factor in increasing the efficiency of work in social services.

Human needs are met by providing a range of social services. And their quality depends on the presence or absence of certain conditions.

Based on this logic of reflection, the subjects of study, analysis and evaluation of effectiveness can be: information security of social services; volume, form and quality of services provided; organization of labor of personnel in social service institutions; level of professionalism of employees; control system for their activities

The purpose of the study is to study ways to assess the effectiveness of the provision of services in the department of social services at the home of elderly citizens and people with disabilities.

Achieving the goal of this work is possible when solving the following problems:

1. To analyze the literature on the problem of the effectiveness of social services.

2. Give the concept of the effectiveness and quality of social services.

3. To disclose methods for evaluating the effectiveness of the provision of social services by the example of the department of social services at home for elderly citizens and people with disabilities.

4. To analyze the performance of the department of social services at home for elderly citizens and people with disabilities, give recommendations depending on the results.

Object of study - the effectiveness of the provision of services in the department of social services at home for elderly citizens and people with disabilities.

The subject of the study is methods for assessing the effectiveness of social services in the department of social services at home for elderly citizens and people with disabilities.

Hypothesis: if you determine the most optimal ways to assess the effectiveness of the provision of social services, you can identify areas for improving the quality of services provided.

Practical significance: it is intended for social workers and consists in summarizing the experience of social services for elderly people and people with disabilities in the department of social services at home for elderly citizens and people with disabilities.

Research methods: theoretical analysis of the subject matter of literature on a specified topic; empirical interpretation - an assessment of the effectiveness of the social welfare department at home of elderly citizens and people with disabilities.

CHAPTER 1. The theoretical aspect of the problem of improving the efficiency of social services

Information about the work “Studying ways to assess the effectiveness of the provision of social services in the department of social services at home for elderly citizens and people with disabilities”

On August 12, 2016, a working meeting of the Head of the district and the chairman of the district Assembly of Deputies Yanina O.A. with social workers KTSSON, employees MUSZN and KTSSON.

The reason for the meeting was the appeal of social workers to the Head of the district on the issue of changes in payroll for social workers since July 2016.

The explanatory information was made by the director of the Center for Social and Social Development, Tatyana Artemyeva:

Transition to a new system of remuneration of social workers of the integrated center, which was based on accounting for quantitative and qualitative indicators of the provision of services, including the complexity of the provision of relevant social services social workers was justified by the adoption of new regulatory documentsthat prompted the restructuring of work in accordance with their requirements.

1. Federal Law No. 442 of December 28, 2013, “On the Basics of Social Services for Citizens in the Russian Federation” is aimed at developing a system of social services for citizens of the Russian Federation, increasing its level, quality and effectiveness.

2. Order of the Ministry of Labor and Social Protection of the Russian Federation of October 15, 2015 No. 725 “On approval of methodological recommendations for determining the workload standards of a social worker in the field of social services”.

3. The provision "On remuneration of employees of the institution" in accordance with which incentive payments are established for the high quality of work performed, taking into account the initiative, creativity and the use of modern forms and methods of work organization in work

3. Recommendations of the Ministry of Social Relations of the Chelyabinsk region in terms of acquainting with the experience of other regions of the region working in this area of \u200b\u200bpayroll: Plast, Uvel, Etkul, Varna and Uysky districts.

Of course, there are internal reasons that prompted the transition to a new payroll calculation. First of all, this is a very low indicator of the provision of paid services in our CCSS.

Analyzing the work of social workers according to the previously existing workload by the number of workers served per rate, 11.7 came to the conclusion that with an equal number of workers served, but under different living conditions of those served, social workers received the same salary. However, if we take the settlements: p. Light, Berezinovka, s. Chesma, where a significant number of serviced people live in comfortable apartments and compare with the living conditions served in the settlements of Klubovka, Lugovoye, Port Arthur, where social workers have to carry water, heat stoves, clean snow, and weed grass in vegetable gardens, the question naturally arises: whether the same assessment of the labor of social workers performing different labor-intensive services is valid. TO the same, the indicator of the number of served led to a formal set of recipients of social services. Not all, of course, but there are those who are able to perform labor-intensive work themselves (cleaning the room). This, in turn, necessitated the normalization of working time for social workers. Rationing showed that (according to the served) social. workers come to them mainly in the morning on Mondays, Wednesdays and Fridays (although there is a Tuesday, Thursday in the work week). We allow trips to Chesma, but this is not every week. All this confirms the conclusion that not all working hours are effectively used for job responsibilities. The monthly statement of the quantitative and qualitative indicators of social services for a month shows the result: On average, out of 12 people served from 9 to 12 services per day. On average, out of 247 registered servants, there are 16 services per month. If you take 21 business days in the month of July, then the services are not provided every day. Currently, recipients of social services have the opportunity to choose the necessary services for the current day. And the total cost for the services rendered may be less than the fixed amount they paid for the 3 services indicated in the contract. This allows you to provide the right to choose a service and the right to confirm the performance of the service with a personal signature of the served person.

Another reason for transferring social workers to a new payroll calculation is the desire to increase the number of recipients of social services, not only registered in the social services department. home services, but also for pensioners and people with disabilities who need one-time social assistance. Currently, the demand for one-time services will grow. Today they call us that it is necessary to do a general cleaning, just to sit with a sick person, so that the native person caring for the sick person will get enough sleep.

The next goal: to increase the income of the institution from the provision of paid social and additional services, which will be used to undergo annual medical examinations of social workers, training, the purchase of work clothes and additional financial incentives.

And one of the equally important goals of the transition is that social workers are given the opportunity to increase their wages. The institution's incentive payroll is designed to reward all social workers on a monthly basis, provided that the number of social services corresponding to the highest assessment of labor efficiency is met.

At the end of May 2016, a trip to the Uysky district was organized in order to study this work experience. Then there was the preparation of documents, which subsequently were familiarized to all social workers under the signature. The groups provided training on working with documents. Within a month was and individual work with every social worker. It would seem that everything was clear, we were waiting for reports and the result was that quite a few understood that on this stage it was necessary to try to make as many services as possible, which actually did not happen. Nevertheless, social workers began to provide additional paid services that had not been provided before throughout the year, and this was taken into account when calculating wages. Apparently, most social workers were confident that we would be forced to pay them the wages they received earlier. If earlier a part of the salary fund was intended to stimulate only social workers by decree of the President and you received almost equal salaries for 12 people and for 5 people served, now this is the general salary fund and I will repeat once again the stimulating part of the salary will be paid for high quality of work performed, taking into account initiative, creativity and the use of modern forms and methods of labor organization in work.

So, in accordance with the regulation on the procedure for determining the quantitative and qualitative indicators of the provision of services by social workers, an analysis of the quantitative and qualitative indicators of the provision of services by social workers through the completed statements.

Each service establishes the significance of the indicator in points, calculates the total number of services provided for all citizens served, correlates with the significance and gives an estimate. Responsible for accounting indicators summarize the estimates obtained for all statements of account, correlate with the final table.

To evaluate the results, a commission was established to assess the quantitative and qualitative indicators of the provision of services by the social workers of the center. Within 3-4 days of each month, the commission analyzes the statements. The decision of the commission is made out by the final protocol. Based on the final protocol, the director of the institution issues an award order according to the Decree of the President of the Russian Federation dated 07.05.2012 No. 597 “On measures for the implementation of state social policy”

Analysis of the reports showed that social workers have the opportunity to provide a greater number of social and additional paid services during the month and work week, taking into account the use of new technologies in work with senior citizens and people with disabilities and new forms of work (we offer a team in a row, during common work the result counts to everyone).

We have been working in this direction for only a month, naturally difficulties arise, misunderstanding by social workers, unwillingness to provide additional paid services. There are also our shortcomings, but we intend to continue work in this direction.

Today we are thinking about how to evaluate your work based on the time spent on the provision of one service and the distance to the infrastructure to perform the service. The center’s specialists keep records of recipients of social services for the lack of infrastructure in the village, the degree of customer self-service, the presence of relatives, which should help in assessing the quality of the social services provided.

The main request for social workers is to calm down, to organize their work with recipients of social services so that there is time during the working hours to provide the maximum number of services, including additional services.

We will try through the newspaper, official websites to inform the residents of the Chesmensky district that the staff of the complex center and social workers can come to the rescue if there is a need for one-time services. For this, it will be possible to contact our center, or the administration of rural settlements.

Ministry of Education and Science of the Russian Federation

Federal State Budgetary Educational Institution

Higher vocational education

Pskov State University

Department of State and Municipal Administration

COURSE WORK

Discipline: Human Resource Management

Subject: Analysis of the work performed and personnel assessment using the example of the State Public Institution of Social Protection and Social Care "Social Service Center" of Sebezh district.

Student performed: Belyakova A.A.

Head of term paper: Dmitrieva Yu.V.

Introduction

2 Methods of personnel assessment

3 Legal framework for social services.

1 General characteristics of the management system in GKUSO "Center for social services" of the Sebezh district

2 Analysis of work performed and staff assessment on the example of social services for single elderly citizens

Conclusion

Appendix 1

Introduction

The personnel assessment of any enterprise and the subsequent analysis of the results of this assessment allow us to understand the effectiveness of the work performed and develop an action plan in order to improve the possible identified “unfavorable” factors. These measures allow us to determine employee satisfaction with work, and, therefore, to determine the mechanisms of their motivation. Based on the analysis of the personnel assessment, conclusions can be drawn about the effectiveness of both the individual employee and the enterprise as a whole.

As part of this work, it is planned to conduct personnel assessments in order to determine their effectiveness labor activity when making management decisions.

The Object of study of the course work is GKUSO "Center for social services" of the Sebezh district.

The subject of the study is the assessment of staff of the institution.

The purpose of this work is to conduct an analysis based on the results of staff assessment.

The objectives of this course work are:

.To study the theoretical and regulatory framework of the organization.

.Conduct an assessment of personnel on the example of GKUSO "Center for social services" of the Sebezh district.

.Analyze the results.

Chapter 1. Theoretical aspects of the work performed and staff assessment

1 Performance evaluation of managers and management specialists

social services management supervisor

Evaluation of labor results is one of the functions of personnel management aimed at determining the level of effectiveness of work performance. Evaluation of labor results is an integral part of the personnel’s business assessment, along with an assessment of their professional behavior and personal qualities and consists in determining whether the employee’s labor results are in accordance with their goals, planned indicators, and regulatory requirements.

The indicators of the final results of labor of workers, as well as its content, are affected by a combination of various factors.

Consideration of these factors is mandatory when assessing the performance of specific officials in specific conditions of place and time, as it increases the degree of validity, objectivity and reliability of the conclusions of the assessment.

In its most general form, the result of labor of an employee of the management apparatus is characterized by the level or degree of achievement of the management goal at the lowest cost. At the same time, the correct determination of quantitative or qualitative indicators reflecting the ultimate goals of an organization or unit is of great practical importance.

The indicators used to evaluate employees are diverse. These include the quality of the work performed, its quantity, and a valuable assessment of the results. To assess the effectiveness of labor requires a fairly large number of indicators that would cover both the amount of work (for example, the number of visits made by the sales agent) and its results (for example, the amount of revenue).

It is necessary to highlight such a key concept as the evaluation criterion, a kind of threshold beyond which the state of the indicator will satisfy or not satisfy the established (planned, normalized) requirements.

In connection with the division of managerial labor, the result of the manager’s work is usually expressed through the results of the production, business and other activities of the organization or units (for example, the implementation of the profit plan, the growth in the number of customers, etc.), as well as through socio-economic conditions labor of employees subordinate to him (for example, the level of remuneration, staff motivation, etc.).

The result of the work of specialists is determined on the basis of the volume, completeness, quality, timeliness of the performance of duties assigned to them. When choosing indicators characterizing the key, main results of the work of managers and specialists, it should be borne in mind that they have a direct and decisive influence on the result of the entire organization; occupy a significant part of the staff’s working time; they are relatively few (4-6); make up at least 80% of all results; lead to the achievement of the goals of the organization or unit.

In practice, when evaluating the performance of managers and specialists along with quantitative indicators, i.e. direct, indirect ones are also used that characterize the factors that influence the achievement of results. These performance factors include:

· operational efficiency

· labor intensity

· labor complexity, quality of work, etc.

The procedure for assessing labor results will be effective subject to the following prerequisites:

· establishing clear “standards” of labor results for each position (workplace) and criteria for its evaluation;

· development and approval of the procedure for assessing labor results (when, how often and who conducts the assessment, assessment methods);

· providing complete and reliable information to the appraiser about the results of the employee’s labor;

· discussion of the evaluation results with the employee;

· making decisions on the results of the assessment and documenting the assessment.

1.2 Methods of personnel assessment

1. Questioning method

The evaluation questionnaire is a specific set of questions and descriptions. The evaluator analyzes the presence or absence of these traits in the attested and notes the appropriate option.

Descriptive Assessment Method

The evaluator must identify and describe the positive and negative traits of the attestation’s behavior. This method does not provide for a clear fixation of the results and therefore is often used as an addition to other methods.

Classification method

This method is based on the ranking of certified employees according to a certain criterion from best to worst with the assignment of a certain serial number to them.

It is based on the assessment of the employee's position. This is a method of scaling the personal qualities of an employee. The most important component of this type of assessment is a list of tasks that a certified employee must perform. After compiling this list (it can also be taken from job descriptions), the activity is studied taking into account the time taken by the employee to make decisions, how to accomplish the tasks. It also takes into account how economically the employee uses material resources. Then there is an assessment of the qualities of the certified employee listed in the list on a 7-point scale: 7 - a very high degree, 1 - a very low degree.

Analysis of the results can be carried out either by the correspondence of the identified assessments to the standard, or by comparing the results obtained from employees of the same position.

Decision Assessment Method

To use this method, evaluators prepare a list of descriptions of the “right” and “wrong” behavior of workers in typical situations - “decisive situations”. These descriptions are categorized according to the nature of the work. Further, the person conducting the assessment prepares a journal for the records of each employee being evaluated, in which he brings examples of behavior for each heading. Later, this journal is used to assess the business qualities of an employee.

Usually this method used in evaluations made by the leader, not colleagues and subordinates.

It is based on the use of "decisive situations" (See the method for assessing decisive situations), from which the required personal and business qualities of the employee are derived, which become the evaluation criteria. The appraiser reads in the rating questionnaire a description of any assessment criterion (for example, engineering competence) and puts a mark on the scale in accordance with the qualifications of the person being evaluated. An expensive and time-consuming method, but accessible and understandable to employees.

Behavior Scale Method

It is similar to the previous one, but instead of determining the employee’s behavior in a decisive situation in the current time, the evaluator fixes on the scale the number of cases when the employee behaved in a specific way earlier. The method is laborious and requires significant material costs.

The method of questionnaires and comparative questionnaires

Includes a set of questions or descriptions of employee behavior. The appraiser puts a mark opposite the description of that character trait, which, in his opinion, is inherent in the employee, otherwise leaves an empty place. The amount of notes gives the overall rating of the profile of the employee. Used for evaluation by management, colleagues and subordinates.

Interview

This technique is borrowed by the departments for working with personnel from sociology.

Here is an example of an interview plan to assess personality. In an interview, it is important to obtain information about the following components and characteristics of a person:

· intellectual sphere;

· motivational sphere;

· temperament, character;

· professional and life experience;

·health;

· attitude to professional activity

·early years;

·Kindergarten;

·school;

· vocational training (primary, secondary, higher, vocational);

·Military service;

· attitude to work at the company;

·hobbies;

· self-esteem of opportunities, health;

· marital status, family relationships;

· forms of leisure activities.

360 Degree Evaluation Method

An employee is evaluated by his supervisor, his colleagues and his subordinates. The specific forms of assessment may vary, but all evaluators fill out the same forms and the results are processed using computers to ensure anonymity. The purpose of the method is to obtain a comprehensive assessment of the attestant.

Independent Judge Method

Independent members of the commission - 6-7 people - ask the attestant various questions. The procedure is reminiscent of cross-examination in various fields of activity of a certified person. Before the judge there is a computer on which the evaluator presses the "+" key in case of a correct answer and, accordingly, the "-" key - in case of a wrong answer. At the end of the procedure, the program issues a conclusion. Manual processing of the employee’s answers is also possible, then the correctness of the answers is entered in the pre-compiled form.

Testing

To evaluate the employee can be applied and various tests. According to their content, they are divided into three groups:

· qualification, allowing to determine the degree of qualification of the employee;

· psychological, giving the opportunity to evaluate the personal qualities of the employee;

· physiological, revealing the physiological characteristics of a person.

The positive side of the test assessment is that it allows you to get a quantitative characteristic for most evaluation criteria, and computer processing of the results is possible. However, evaluating the potential capabilities of the employee, the tests do not take into account how these abilities manifest themselves in practice.

Committee method

The assessment is carried out by a group of experts and aims to clarify the abilities of the candidate, giving him the right to apply for other positions, in particular to nominate for promotion.

This technique consists of the following steps:

· activity is divided into separate components;

· the effectiveness of each type of activity is determined in points on a scale (for example, from-10 to + 10), and thus determine the degree of success;

· three lists of work are compiled: those that succeed in solving successfully, which succeed from case to case, and those that never succeed;

· a final comprehensive assessment is made.

Assessment in its most general form includes the following four actions:

· selection of assessed qualities, employee performance indicators;

· the use of different methods of collecting information;

· assessment information should provide a comprehensive picture of the person;

· comparison of the real qualities of the employee with the required.

The studied sets of qualities are developed taking into account tasks performed by job. Typically, such qualities are typed from 5 to 20.

Assessment Center Method

Using this method, two tasks are solved:

· the personal and business qualities of the employee are ascertained (usually this method is used to evaluate senior employees)

· the program of individual trainings of the leader is determined, which allows developing his abilities, behavioral skills.

The test takes a different time, for example, for assessing the professionalism of a master, a few hours is enough, for a manager of a low level - one day, for middle managers - two to three days, a little more for managers and senior managers. Here are some of the procedures used to evaluate:

Implementation of management actions. For the two hours allotted for the assignment, the subject must familiarize himself with some instructions, business papers, orders, and other materials necessary for issuing orders on specific technological, production, and personnel issues. This simulates the real activities of the company. After completing two hours of work on the assignment, the interviewer is interviewed.

Discussion of problems in a small group. This procedure allows you to identify the ability to work in a group. Members of the group are given material that they need to familiarize themselves with, make their own decisions on the issue and during the group discussion (40-50 minutes) convince others of its correctness. At all these stages, the subject is evaluated by observers in points.

Making decisions. The subjects are divided into several groups (representatives of competing firms). The work of firms is simulated over several years (2-5 years). Each hour is considered one year, during which a number of tasks are solved. The activity of each subject is evaluated by experts.

Development and presentation of the project. It is necessary in 1 hour to develop a draft plan for the development of some kind of activity, which is then protected by experts.

Preparation of a business letter. Each subject prepares business letters on different issues and from different positions: refusal, cancellation of decision, utterance of negative information, etc. Actions are evaluated by experts.

Sometimes it is also practical to compare the results of an expert assessment of an employee with his self-assessment of his personal and business qualities. The results of such a comparison can be very indicative for both management and the employee.

Business game method

Personnel assessment is carried out in the framework of specially developed simulation and developing business games. Both the participants of business games and expert observers are involved in the assessment. Certification business games are held, as a rule, for the result, which allows you to evaluate the willingness of staff to solve current and future problems, as well as the individual contribution of each participant in the game. This assessment method can be used to determine the effectiveness of teamwork.

Method for assessing achievement of goals (Management method by setting goals)

The head and subordinate together determine the key objectives of the employee for a certain period (year-six months). The goals should be specific, achievable, but intense, and have significance both for the professional development of the employee and for the improvement of the organization. The goals set outline the scope of responsibility of the employee and his responsibilities for those specific terms that are necessary to achieve the intended result. These results should be measurable at least in percent. Evaluation of the results is carried out jointly by the manager and the employee on the basis of individual standards for the implementation of goals, however, the manager has a decisive vote in summing up the results.

Competency Model Based Assessment Method

Competency models describe the intellectual and business qualities of an employee, his interpersonal communication skills, necessary for successful professional activities within the framework of the corporate culture existing in the organization. The gap between the necessary and the existing level of competence becomes the basis for the development of individual plans for professional development. The implementation of these plans, which is expressed in the specific results of professional activity, is the subject of evaluation and self-assessment, as well as independent examination.

3 Legal framework for social services

Regulatory support of the labor regulation system consists in the use of means and forms of legal impact on the bodies and objects of personnel management in order to achieve the effective activity of the organization.

The activities are carried out in accordance with the Constitution of the Russian Federation, the Federal Law of the Russian Federation "On Social Services for Citizens of Retirement Age and Disabled People" No. 122 Federal Law of 08/02/95, Federal Law No. 122 of 08/22/2004, "On Amending Legislative Acts of the Russian Federation and Declaring None the force of certain legislative acts of the Russian Federation in connection with the adoption of the Federal Law “On Amendments and Additions to the Federal Law“ On General Principles of Organization of Legislative (Representative) and executive bodies state power of the constituent entities of the Russian Federation and “On the General Principles of the Organization of Local Self-Government in the Russian Federation”, the Law of the Pskov Region “On Social Services for the Population in the Pskov Region”, No. 10-03 of March 7, 2006, and the Government of the Pskov Region of 20.10.2005. No. 897-PP “On approval of the Regulation on the procedure and conditions for the provision of free stationary social services, as well as on full or partial payment in the Pskov region”, the National standard of the Russian Federation GOST R 52143-2003 “Social services for the population. Basic types of social services ”(adopted by the Decree of the State Standard of the Russian Federation of November 24, 2003 No. 327-st), the Charter of the Center, the Regulation, the Rules of the internal labor schedule, other federal laws, regulatory acts of the Government of the Pskov Region, acts having legal force in the city of Sebezh , by order of the director of GOU “TSSON” in Sebezh and other local acts directly affecting issues of social services.

Chapter 2. Analysis of the work performed and staff assessment

1General characteristics of the management system in GKUSO "Center for social services" of the Sebezh district

The Center for Social Services is headed by the director of the center, appointed by the Head of the State Humanitarian University of Social Protection of the Pskov Region. The Director is fully responsible for the activities of the CSO in accordance with applicable law and the Charter.

Location of the Institution: Pskov Region, Sebezh, ul. Leninsky, d.51.

The activities of the Institution are aimed at the provision of social services in accordance with the List of Guaranteed Social Services provided to citizens by state institutions of social services of the region.

The institution carries out:

monitoring the social and demographic situation, the level of social and economic well-being of citizens in the service area;
identification and differentiated registration of citizens who need social support, determination of the forms of assistance they need and the periodic (permanent, temporary, one-time basis) of its provision;
the provision of social, social, social, psychological, advisory services and other assistance to citizens;
social rehabilitation of elderly citizens and people with disabilities:
social rehabilitation of children with disabilities;
assisting women and children victims of domestic violence;
- participation in the prevention of child neglect and the protection of their rights;
involvement of state, municipal and non-governmental bodies of organizations and institutions, as well as public and religious organizations and associations, in solving issues of providing social support to the population and coordination of their activities in this direction;
introducing into practice new forms and methods of social services depending on the nature of the population’s need in social support local social and economic conditions;
- carrying out measures to improve the professional level of employees of the Institution
In addition to the main activities, the Institution has the right to carry out the following types of entrepreneurial activity:
production of certain types of consumer goods;
the implementation of certain types of household services:
motor transportation services.

The “Social Service Center” provides social guaranteed services:

· free of charge (if the per capita income of citizens is below the subsistence level);

· the amount of payment for social services on a partial payment basis is 50% of the cost of services, calculated on the basis of tariffs for social services;

· on conditions of full payment (if the income of citizens is higher than the subsistence level per capita established in the region).

The decision on the conditions for the provision of social services and payment is made on the basis of documents submitted by citizens and certificates of family income with a written contract.

Incomes from entrepreneurial activity are placed at the independent disposal of the “Center for Social Services” for the implementation of the statutory tasks and are recorded on a separate balance sheet.

Funds from the payment of social services are credited to the account of the "Center for Social Services" and are sent to implement the statutory tasks.

· citizens (adults and children) who are disabled;

· veterans of the Great Patriotic War and persons equated with them, home front workers, widows of the mothers of dead servicemen, former juvenile prisoners of fascist camps;

· single elderly people and families consisting of pensioners;

· persons subjected to political repression and rehabilitated;

· registered refugees, internally displaced persons;

· persons exposed to radiation infection;

· orphans and children without parental care;

· children from families at risk;

· unemployed adults and adolescents;

· persons who have returned from places of deprivation of liberty or specialized educational institutions;

· persons without a specific residence and occupation;

· low-income single-parent and large families;

· Young families;

· families and individuals in extreme situations.

The main tasks of the Center for Social Services are:

· the implementation of programs, schedules and other activities for social support of the population;

· identification of citizens who need social services in conjunction with health, education, migration services, veteran organizations, disabled people's societies, religious organizations and associations, etc .;

· introducing into practice new forms of social services;

· providing citizens with social, social, medical, socio-psychological, socio-pedagogical, legal, wellness services, material and in-kind assistance of a single and periodic nature, subject to the principles of humanity, targeting, confidentiality of provision;

· social patronage of the family and individual citizens in need of social assistance, rehabilitation and support;

· participation in the prevention of child neglect;

· implementation of measures to improve the professional level of employees of the Center for Social Services.

The management structure of the CSO is the organization of all departments, i.e. determination of the rights and obligations of the leader and employee. The main task here is to increase the level of work of the Central Organ of Defense. Social services for elderly and disabled people is an activity to meet the needs of citizens in social services. Social services include a combination of social services (care, catering, assistance in obtaining medical, legal, socio-psychological and natural types of assistance, assistance in vocational training, employment, assistance in organizing funeral services). If desired, the client can expand the list and number of services on a paid basis, which are determined by the regulation “On the procedure and conditions for payment of social services provided to elderly citizens and persons with disabilities at home in the central public health service” regardless of per capita income. The funds received from the payment are credited to the account of the central public administration and sent to the implementation of the statutory tasks.

The CSO is a non-profit organization created in the form of a social service institution administered by the social security authorities of the constituent entities of the Russian Federation or municipal social security authorities and carrying out organizational, practical and coordination activities in the city of Pytalovo to provide social services to elderly citizens and people with disabilities.

The center includes the center’s staff and structural units created, reorganized and liquidated by the decision of the center’s director in agreement with the social security authorities of the city of Pytalovo and the Main State Administration of Social Security of the population of the Pskov Region.

Figure 1 shows the organizational structure of GKUSO "TSS".

The structural units of the center in their activities are subordinate to the director of the center. The general activities of all structural units of the center are:

identification and registration of citizens in need of social services;

the provision of social, domestic, medical, psychological, advisory and other assistance;

assistance in enhancing the opportunities for self-realization of their needs among citizens served by the center;

implementation of the principle of continuity in the provision of various forms and types of social assistance;

providing serviced citizens with their rights and benefits established by law.

Each structural unit of the center is headed by a head appointed by the director of the center. Control over the activities of structural units is carried out by the director of the center.

The director of the center is appointed by order of the head of the Main State Administration for Social Protection of the Population of the Pskov Region.

The Director acts on the basis of the Charter, carries out the current management of the center, coordinating with the labor collective in cases specified in the legislation.

The Director, on matters within his competence, acts on the basis of unity of command.

Picture 1. Organizational structure GKUSO "TsSO"

The Director performs the following permanent functions and responsibilities for the organization and maintenance of the Center:

· organization of the implementation of programs of contractual and other obligations adopted by the Center;

· logistical support of the Center;

· implementation (sale) of work performed, services;

· legal, economic, accounting, information support of the Center;

· ensuring the accounting and preservation of documents on personnel, as well as their timely transfer to state storage in the prescribed manner.

The director acts on behalf of the center, represents his interests in government bodies enterprises, institutions, organizations, manages the property of the center, concludes contracts, issues powers of attorney, opens settlement accounts, approves the staff in coordination with the Department of Social Welfare, issues orders within its competence and gives instructions binding on all employees of the Center.

The appointment and dismissal of the posts of chief accountant and deputy director is coordinated with the head of the Main State Administration for Social Protection of the Population of the Pskov Region.

The total number of employees of GKUSO "TSSO" is 45 people.

Figure 2. “Characteristics of the staff of GKUSO“ TsSO ”by work experience”.

The results of the analysis of the number of employees show that the composition of employees during the three reporting periods did not significantly change, except for 2010, where there were most employees from 10 to 20 years of experience.

Figure 6. "Characteristics of the staff of GKUSO" TsSO "by age"

The main age of the staff is from 40 to 45 years and from 50-55 years. There are few young specialists since they are not attracted to low wages.

Figure 5. “Characteristics of the personnel of the State Public Institution of Social Protection and Social Protection" by sex "

Most of the employees are women. Perhaps this is due to the fact that the work does not contain heavy physical exertion and mainly consists in compiling documentation, as well as with low salary.

2.2 analysis of the work performed and staff assessment on the example of social services for single elderly citizens

The main goal of the department is to promote the realization of the rights of older citizens to social services, improve the socio-economic conditions of their lives, and implement a set of targeted timely measures for their social adaptation.

In the Sebezh district, social protection of the poor, including single elderly people, is carried out by the Center for Social Services. The Center for Social Services provides, within its competence, a unified state policy for the social protection of elderly single citizens. The main forms of social services for single elderly citizens are.

Home Social Services Department.

Department of social services for the provision of social services at home brigade form.

Separation of urgent social services.

Department of social services at home in the countryside.

The main activities of the center include:

identification and differentiated accounting of older people in need of social assistance, determination of its necessary types,

provision of necessary assistance to citizens who find themselves in difficult life situations and are in dire need of social support, urgent social services,

the creation of a data bank that includes information on the living conditions of older people and the services they need,

the provision of cultural, domestic, legal, medical and psychological services, the organization of food and work (for those who wish) of older people,

social patronage of lonely elderly people,

involvement of state and non-state structures in the organization of humanitarian and urgent social assistance.

From the study, we can conclude that social services for single elderly citizens are provided by a large list of social services. Social services can be divided into:

· Urgent

· Short term

· Long term.

Emergency social services are provided by the Department of Emergency Social Services, citizens who are urgently in need of one-time emergency care aimed at supporting their livelihoods. In the center, in 2013, 215 people turned to the emergency social services department, these are elderly citizens. Of the number of applicants, almost all received this or that help. Appealing to the elderly poor were given food packages, clothing assistance, rental items were in demand. The department of emergency social services has a book of complaints and suggestions, from which it can be concluded that the department receives only good reviews and wishes, citizens express their gratitude to the administration of the service. No one complained.

So the Department of Urgent Social Services is today one of the indispensable types of assistance in the structure of the Center for Social Services.

Short-term services were provided by the brigade-based social service department of the social services at home. The brigade forces provided service for 150 applications from single elderly citizens.

This form of social services is in demand among clients living mainly in private sector homes. The forces of the brigade provided one-time services, in snow cleaning, whitewashing in the house, housing repairs, etc. services.

According to the results of the study, it can be concluded that social services for single elderly citizens at home can be put in first place. This form of social service provides social services that are long-term in nature from 6 months or more. Nowadays, this is one of the types of social services, the main purpose of which is to extend the stay of older people in their habitual environment, maintain their personal and social status, protect their rights and legitimate interests. In 2012, 240 people were served at home by the social services department, of whom 91 were from rural areas. According to the results of the survey among the elderly people served at home, good results were obtained.

Older people expressing their opinion on the quality of service delivery mainly express gratitude to the social services.

The main indicator of work efficiency is the number of senior citizens served and the quality of services provided.

The assessment of the effectiveness of work on social services for senior citizens in our case was carried out using a survey of senior citizens visiting them at home, as well as analyzing the reporting provided by social workers to the social services center of the population.

The aim of the study of the effectiveness of the service for social services of elderly citizens is to identify the attitude of an elderly person to a social service and a social worker who provides all kinds of assistance to his ward.

To achieve this goal, a specially designed questionnaire was used to interview elderly clients, which is necessary to specify social services and clarify their social needs. Meeting the priority needs of older citizens should be a priority area of \u200b\u200bsocial services.

As a result of the survey, the following conclusion can be made about the attitude of older people to social services, the most pronounced are the following points:

Active rejection of social assistance in everyday life, distrust of social workers, unwillingness to be dependent on strangers, strangers.

Explicit rental attitudes, the desire and perseverance in obtaining as many services as possible from the side of social workers, assigning to the latter the fulfillment of all household duties.

Dissatisfaction and dissatisfaction with their living conditions is transferred to social workers with whom they communicate directly.

A social worker is perceived as an object that is responsible for their physical health, moral and material condition.

Thus, the study allows us to determine the characteristics of the interaction of an elderly person served with a social worker assigned to him. After a sample survey of serviced senior citizens and the analysis, it follows that most of the serviced senior citizens are satisfied with the social services they provide.

Older people, despite the psychological characteristics of their age, are sympathetic and grateful to social services, despite the fact that their main problems are loneliness, poor quality of medical care, and poor financial situation.

At the same time, the relations of only one side - elderly clients and the activities of social services specialists would not be sufficient to adequately assess the effectiveness of the social services center of the population of the city of Sebezh.

Therefore, according to a specially developed questionnaire, a written survey of social work specialists was carried out in order to determine their motivation for activity and attitude to their own profession (Appendix No. 1). The questionnaire was submitted by 10 social service workers for senior citizens.

Social workers need to prepare from the very beginning that there will be much less gratitude in their work than suspicion, unfounded accusations, and often undeserved insults.

A survey of social workers engaged in servicing senior citizens provides information on social workers as high-quality employees. The results of the questionnaire allow us to compile an analysis of the work on servicing senior citizens in general, giving an idea of \u200b\u200bthe self-esteem of social workers. According to the results of the analysis, we can conclude that the success of the work with the staff. What is the most important criterion for the development of social services for elderly single citizens living both in the city and in the countryside. Nevertheless, dissatisfaction with low wages, the lack of vehicles in the service for the service of elderly citizens, in rural areas and in the city, psychological problems associated with the unrealized needs of the psycho-emotional load.

Thus, it is necessary to take into account the state of health of the specialists themselves in providing social services to senior citizens. Talk with them about the risk of occupational diseases, hold consultations, auto-trainings (meditation), how to protect against stressful situations, how to avoid and behave correctly in conflict situations with serviced clients.

First of all, when working with older people, a social worker must comply with a code of ethics, principles of behavior and activity.

The specialist in social services for the elderly should have the following personal qualities:

intellectual (prognosticity, reasonableness, plasticity, quick wit, foresight);

strong-willed (adherence to principles, determination, perseverance, exactingness);

organizational (discipline, diligence, responsibility, citizenship, independence, self-confidence, efficiency);

moral (justice, politeness, delicacy, goodwill, poise, respect for people, optimism);

communicative (sociability, sociability, compatibility, ownership, empathy, listening, persuasion).

And so, the evaluation of the effectiveness of work on social services for elderly citizens is carried out in two directions, from the point of view of elderly clients of services and from the point of view of specialists in social services for clients. Based on the results of the study, it can be concluded that social work with single elderly people can be positively assessed, the social service is in demand by older people and works effectively to meet the social services of single elderly people.

But along with positive assessments of the work of the social service, there are a number of drawbacks.

The current socio-demographic situation both in the Pskov region and in the city of Sebezh is characterized by a constant increase in the number of citizens in need of social support of elderly and single citizens. The range of social services demanded by the population of the Pskov region is constantly expanding.

The current system of social service institutions cannot satisfy the growing demand for social services.

One of the reasons for this situation is that in most cases, thanks to the declarative principle of providing assistance, only those citizens who see their situation as difficult and are ready to accept this help fall into the field of view of social services. At the same time, citizens who need support, but for some reason have not applied to the appropriate institutions, cannot count on receiving social assistance. We can conclude that the activities of the social services of the population are aimed at solving the social problems that citizens already have, while preventive issues are not being developed enough. At the same time, the prevention of difficult life situations requires much lower costs and is more effective than overcoming them.

The low level of wages of employees of social service institutions is the reason for the formation of a significant part of employees of negative attitudes to work, the remuneration for which cannot satisfy basic needs. The management of the institution has no opportunity to increase the interest of employees in the results of their work.

As a result, we can conclude that the activities of all departments and divisions of the Center for Social Services for the Population are aimed at implementing measures to implement the Federal Law "On Social Services for Elderly and Disabled Citizens" No. 122 of 08/22/1995. (with amendments and additions), in order to provide social, medical, social, social, psychological services to elderly citizens, thereby providing real assistance to people in difficult situations.

3 The main problems associated with the performance of work and the assessment of personnel in the State Public Institution of Social Care "Center for Social Services" of the Sebezh district and proposals for solving these problems

Problem Content of the problem Suggestions for solving problems 1. Remoteness of social service centers. Older people due to health reasons are not able to visit social service centers. It is more active to introduce effective social technologies (mobile social assistance to citizens living in remote villages, visiting social days); 2. Lack of workers in villages. Minimum number of conditions for training in the social sphere of villagers. Promotion of distance learning of social workers in villages. 3. Low wages for social workers. Minimum wages. Attracting volunteers to work with people.

Conclusion

In conclusion, we can conclude that the specific tasks set in the course work were considered and analyzed.

Having studied the legal regulatory documents, we can conclude that the state’s targeted policy. The Russian government is taking concrete measures to improve the lives of people in need of social services.

Social services for citizens have now become an integral part of the state system of social protection of the population. Social service as an object of systematic justification and integrated development cannot be considered outside of international experience and national traditions.

Types of social services provided to people by an open list, which may vary depending on life situations.

When researching the work of GKUSO "Center for Social Services" of the Sebezh district, we can conclude that the work of the institution is aimed at maintaining the standard of living of citizens, including the elderly.

In connection with the wide and diverse functions of social workers in servicing the elderly, there is a need for these specialists with different levels of education. For that category of disabled people and elderly people who are in the population, the range of activities of social workers covers a wide range of tasks, ranging from the provision of social services and ending with psychological correction and moral and psychological support.

Summing up the above, the process of cardinal change taking place in our country, both in the political and in the economic field, requires the creation of a fundamentally new system of social services and the provision of social rehabilitation, social guardianship and assistance to people.

Bibliography

1. The Constitution of the Russian Federation

2.Federal Law "On the Basics of Social Services in the Russian Federation"

.The Law of the Pskov Region “On the Social Services of the Population in the Pskov Region”, No. 10-03 of March 7, 2012

.National standard of the Russian Federation GOST R 52143-2003 “Social services for the population. The main types of social services "(adopted by resolution of the Gosstandart of the Russian Federation of November 24, 2003, No. 327-st)

.Geht I.A. On improving medical and social care for the elderly / I.A. Geht. -: I. Health., 1992. - 141 p.

6.. Pavlenyuk P.D. Fundamentals of social work / P.D.Pavlenyuk. - M.: Infra, 1997 .-- 368 p.

.Pavlenyuk P.D. Theory, history and methods of social work / P.D.Pavlenyuk. -M. : Infra, 2006 .-- 556 p.

8.21. Kurbatov V.I. Social work / IN AND. Kurbatov. - D.: Phoenix, 1999 .-- 576 p.

9.Personnel Management Organization: Textbook / Ed. A.L. Kibanova. - M .: INFRA-M ,. - 512 p., P. 136

10.www.pskov.ru

Appendix 1

Application form for social worker

Your home address.

Your gender: husband. wives (emphasize).

Your age.

Your education.

Your main profession.

Do you need to fulfill your duties more successfully additional education? Yes. No (underline as necessary)

Do you like your job

rather like than not like

i can not tell

rather don't like

i do not like.

Are there situations in which you feel particularly deep satisfaction with your work?

very little or almost no

small enough

not a little but not a lot

Do you have difficulties and troubles at work?

often enough

infrequently but not infrequently

rarely enough

rarely

Are these troubles and difficulties connected with the fact that your work:

physically difficult

psychologically difficult

low paying

poor working conditions

bad relationships in the team

difficulty communicating with the elderly

How many senior citizens do you serve?

of them on bed ____

How many senior citizens do you serve per day?

Of the citizens served, how many people do you visit:

once a week

4 times a week

daily.

How much time do you spend with the citizens you serve?

Until you do everything you need.

Do you use official vehicles?

Are there any cases when you are so carried away by work that you do not notice how time passes?

Very rare or not at all

Rare enough

Not rare, but not often

Often enough

Often

How often do you think about the social usefulness of your work, its significance for others?

Very rare or not at all

Rare enough

Not rare, but not often

Often enough

Often

Would you like to change your job?

Difficult to answer

What helps you in your work?

Professional knowledge

Personal qualities

Consciousness of the importance of the work being done

Feeling compassion mercy

What is stopping you in your work?

Poor organization of labor

Inadequate qualifications

Little knowledge about older people

Poor working conditions

Difficulty communicating with older people

How do you evaluate the effectiveness of your work?

Satisfactory

Very low.

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