Criteria for evaluating the activities of social specialists. Job analysis

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

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

The key issues 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 results.

"Ratio situations" are very different. The costs remain at the same level, and the results in quantitative and qualitative measurements are higher than in previous periods. Costs are reduced, but the results remain the same as with 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 performance as actually achieved and necessary results (effects). Based on this understanding, the key task is to measure (describe) the results.

Since the results and costs can be assumed, planned, planned or act as goals (tasks), so far the effectiveness can be expected (calculated, planned) and actual (actually achieved).

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

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

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

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

This method involves describing the state of the patient (client) "at the entrance" (for example, when a child with limited motor abilities is admitted to the rehabilitation center) and "at the exit", i.e. at the end of the rehabilitation period. The difference between these two parameters is 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 methods are: development and description of the "input" and "output" parameters; determination of the main factors of efficiency and inefficiency both in terms of intermediate and final parameters.

A method of evaluating effectiveness based on meeting the needs of the client(s) being served. This method has the following varieties:
1) a direct evaluation method, when oral and written (using questionnaires) customer surveys are periodically conducted;
2) a parametric method, with the help of which a comparison (comparison) is made of what is required for the client according to the norms, regulations 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 reactions of clients" when they apply to the social protection authority with complaints, questions, requests, in which their needs are expressed.

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

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

We will demonstrate this method using the example of the Sokolniki Center for Social Resources (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 the following.

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

A feature of this method is not only its “evaluative nature”, but also its focus on solving practically significant problems included in the list of inefficiency factors. At the same time, the situations in which this can happen are very different: a situation where “inefficiency has been squeezed”; the situation of systematic diagnostics 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 the activities of social protection institutions, the work of peaks. In this case, the following varieties of this method are encountered:

Separate questions for evaluating the effectiveness / inefficiency are “built-in” in the questionnaire, for example, the “Questionnaire for a social service worker at home” contains the following questions:
- How do you evaluate the effectiveness of your work? high; high enough; average; low; very low.
- What are your suggestions for improving your work in serving the elderly?

By design, the first question is closed, since it "sets" the levels of assessments. 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 receive initial assessments and proposals. More in-depth assessments can then be made to identify and systematize performance/inefficiency issues.

In practice, questionnaires are also used that are entirely devoted to identifying efficiency / inefficiency factors. Such "targeted questionnaires" allow collecting and processing a variety of information that allows developing measures (activities) to improve efficiency. This requires a qualified development of the questionnaire itself, taking into account the costs of its replication, as well as the collection and processing of information.

When evaluating the effectiveness of the activities of social protection institutions, the method of estimating costs is also used, i.e. valuation of social services both in terms of the cost of services for one client and the entire contingent of those served. At the same time, it is important to correlate the costs of social services with the indicators that are selected as “results”, and take into account their “fluctuation” - the results have become higher, remained at the same level or worsened. Costs can also fluctuate—increase, stay the same, or decrease—so performance assessment techniques must account for these fluctuations.

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

The activities of the Mineralovodsky TsSON in 2015 were aimed at implementing the Federal Law of December 28, 2013 No. 442-FZ “On the basics of social services for citizens in Russian Federation", development social services, fulfillment of the state task and planned indicators, to improve the quality of social services.In this direction, new approaches to modern social services are clearly identified: 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 the recipients of services in planning the activities of social services.

The financial and economic activity plan was completed in 2015. in full. In 2015 average wage social worker for the institution amounted to 13 thousand 197 rubles. 40 kopecks, in 2014. this indicator is 13 thousand 137 rubles, the average salary for the institution in 2015. 15 thousand 601 rubles 23 kopecks, in 2014 this indicator is 14 thousand 256 rubles 32 kopecks. Under the terms collective agreement institutions for social workers providing additional services in 2015 incentive payments were made in the amount of 1443.8 thousand rubles, which is higher than in 2014. for 289 thousand rubles.

In 2015 staff number of employees 252 units, in 2014 251.75 units The staffing level is 98.4%. The average age of employees is 49 years. The increase in staffing was made by introducing 0.25 units. position of Deputy Director for Medical Affairs.Much attention was paid to staff training. At various advanced training courses (on the basis of the Russian State Social University, in Pyatigorsk, department of the All-Russian public organization 20 people were trained by the Russian Red Cross, and 152 employees confirmed their qualifications as a result of an attestation conducted at the center on the basis of the center. During the year, 17 professional training sessions and 42 working meetings were held with the heads and specialists of the center. In addition, monthly, according to the plan for conducting vocational training, in 12 departments of social and socio-medical services, classes were held with social workers on the topics of organizing social services for the population, introducing new technologies, improving the quality of service in accordance with the Federal Law of December 28, 2013 No. 442-FZ "On the basics of social services for citizens in the Russian Federation". When hiring, priority right is given to applicants with specialized education: social, legal, medical. At present, out of 117 social workers, 64.6% have higher or specialized secondary education. Staff turnover did not increase in 2015. This fact is associated with an increase in the wages of social workers, strengthening the prestige of the profession.

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

• social barbershop;
• social sewing;
• rental point technical means rehabilitation;
• "Sanatorium at home";
• "Social Taxi";
• "Mobile Brigade";
• "Home Helper"
• 173 people were taken for social services to the departments of social, social and medical care at home;
• 1612 elderly 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, creative abilities;
• in 18% of minors, the level of formation of practical skills and abilities has increased;
• 9% increased the level of development of fine motor skills;
• 46% have decreased anxiety and tension;
• 50% improved emotional state;
• 50% decreased the level of aggression;
• 25% of the child improved communication skills.

All structural divisions served 7901 people in the reporting period, which is 4448 people less than in the previous period of 2014. The decrease in the number of people served was due to the elimination of two social rooms.
The percentage of coverage with social services to the total population of the city and district was 6% and of the total number of pensioners by age 10.5%.
Analyzing the main performance indicators of the Center for 2015, characterizing the implementation of the volume of public services, the Center fulfilled 100% and the execution of the 2015 budget was 100%.

The number of services provided by all structural divisions of the Center in 2015 is 803672, which is 62 thousand 121 services more than in 2014, of which 489361 services are guaranteed, additional services 314311. Number of additional services provided in comparison with 2014 increased by 1.9 times. From the provision of state-guaranteed services received for 11 months of 2015. 2883.2 thousand rubles, which is less than for 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 indicator for 12 months of 2014. for 170 thousand 500 rubles. An increasing number of clients are gradually beginning to use paid social services. Having received the service good quality, at an affordable price, many of our clients 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 conditions the number of recipients of services on the terms of their free provision increased by 132 people, due to the entry into force from 01.01.2015. FZdated December 28, 2013 No. 442-FZ “On the basics of social services for citizens in the Russian Federation”, the institution managed to fulfill the target “for shortfalls in income” by 100%, thus, the institution, through the introduction of innovations, made up for the estimated amount of “dropping incomes” by 213.5 thousand rubles.
Income from social services rendered 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 directed to the remuneration of employees, 40% are directed to 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 Fundamentals of Social Services for Citizens in the Russian Federation.The database of clients of the Center for automated accounting of the services provided has been prepared in accordance with the new Federal Law No. 442-FZ. The diary of a social worker was replaced with a tablet data carrier, which significantly reduced the non-production time of social workers.

Contracts for the provision of social services have been renegotiated with all recipients of social services within the framework of the Law, and individual programs for the provision of social services have been 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 to update local regulations, which were brought into line with the Law.

On the basis of the Center, 24 new innovative

technologies for the elderly and disabled, including fundamentally new approaches to rehabilitation and social adaptation of our recipients of services: virtual tourism, a sanatorium at home, music therapy, dance therapy, laughter therapy, pebble therapy, diabetes school, social. project "Spiritual health of the family and personality", social project"Legal Clinic "For Honor and Dignity", gymnastics at home, the "Magic Power of Motherhood" program, the "Every Day in Joy" program with the cycle "ABC of healthy eating: my food is my medicine", social patrol, emergency call, mobile brigade , home assistant, University of the "Third Age", School for the Care of the Seriously Ill and Disabled, the program for the rehabilitation of elderly citizens with diseases of the nervous system, the program for the rehabilitation of elderly citizens with diseases of the musculoskeletal system "Spine is the key to health", the program of rehabilitation elderly citizens with 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 such innovative technologies as pelotherapy, clay therapy, and airionotherapy.

In 10 departments of social services at home, in 2 specialized departments of social services at home in 2015, 1659 people received social services, which amounted to 107% by 2014, including: 1474 people (106% by 2014);
specialized departments of social and medical care at home 185 people (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 a semi-stationary form of social services are provided to the majority of those living alone living free of charge, since the average per capita income of recipients of social services as of the date of application, calculated in accordance with the Procedure for determining the average per capita income for provision of social services free of charge, 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 at home, 500 people. receive services free of charge.
During the reporting period, social service departments at home provided 583,959 services, 131,027 services were provided in specialized departments of social and medical care at home, 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 service providers in the Stavropol Territory provided by the so-called “home service” amounted to 57%, 43% are additional services. The amount received from the provision of social services for 11 months of 2015. in home service, amounted to 5208.3 thousand rubles, which is 147.6 thousand rubles. more compared to the previous year of this period.
In order to promptly 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 service departments conducted a survey of the financial situation of 1952 elderly citizens, of which 1949 citizens received assistance, including:

The largest number of services provided was provided by social services 83% of the total guaranteed services rendered at home, socio-medical 14.7%. The average number of services provided to one client of the social service department at home during 1 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 in one visit was 1.0 services, and guaranteed 3.7 services.

After analyzing the opinions of older citizens and people with disabilities aboutthe effectiveness of social services at home, the following conclusion was made: elderly people from 60 and oldercompletely satisfied with the service, positive opinions andassessments of the quality of work of social workers indicate enoughhigh level of their activities, older people need this formsocial service.In October 2015, a sociological survey was conducted in order to obtain an assessment of the level of demand and satisfaction with the quality of social services.

The study involved 785 elderly citizens aged 59 years and over, including 15 people in a hospital, 770 people at home social service departments.

The overall 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 recipients of services with the definition of their individual need in accordance with the needs.

Thus, 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 needs in accordance with their needs, it should be noted that 98% are satisfied with the quality 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, and there was also more highly qualified personnel.

When assessing the benevolence, courtesy, competence of employees of a social service organization, a high level of benevolence, courtesy and attentiveness of employees was revealed, as well as a high level of employee competence, the manifestation of universal skills, skills in providing services in a team, the manifestation of managerial skills and the quality of professionalism of the team.

When assessing satisfaction with the quality of services, satisfaction with the quality of group activities (health, leisure) was revealed, in which 15 people who were in the temporary stay department and 30 people who were served in the department of social services at home, covered by mini-clubs at home, took part. home.

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

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

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

The activity of the institution is connected with 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 system of social services in the Russian Federation, increasing the level, quality and efficiency of social services.

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

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

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

Achieving the optimal workload per social worker (number of citizens served), taking into account the specifics of the constituent entity of the Russian Federation - the average workload at the end of 2015. per social worker in the city is 14.9 units, in the village 13.4.

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

Of the surveyed service recipients, 98% are ready to recommend the institution as a provider of social services to relatives and friends in need of 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 survey, we learned the problems that beneficiaries of services and social workers face, which allows us 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 for improving the quality of the results of the implementation 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 Fundamentals 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 has become important to strive for the full 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, inform them about the activities of the institution, and, if possible, organize joint work.

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

In order to prevent underfulfillment of individual programs of service recipients, a systematic control was carried out.Analyzing the topics of control, we can conclude that the most frequently checked were the state of documentation, the quality and effectiveness of patronage and social services. During their implementation, the ability of specialists to diagnose the problems of service recipients, plan and carry out correctional and rehabilitation work with them, carry out interdepartmental and interdisciplinary interaction to solve the problems of service recipients, as well as the effectiveness of the services provided, were monitored. Identified comments were eliminated in time and in full. As a result of the checks, analytical work to determine the effectiveness of the use of working time by social workers to exclude inefficiently used periods from it, the optimization of work on social services was also carried out, the criteria for assessing the effectiveness of the work of social workers were revised and supplemented, the main indicators for assessing the quality and effectiveness of social services were adjusted, recommendations were given for the implementation of measures social support for centenarians, veterans of the Great Patriotic War and other categories of older people, expanding the list and increasing the provision of social services by the Mercy Crew, intensifying work on the provision of paid social services, etc.

At present, the queue 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 nurse service”, “home assistant”, mobile brigade, and other additional units are well organized Center.

During the period of charitable decades dedicated to Easter, Victory Day, international day elderly people, we attracted volunteers who took part in the regional campaigns “Hurry to do good” and “Spring week of kindness”. 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 holidays at the homes of 172 clients.

In two specialized departments of social and medical care at home, 150 people are being served, which exceeds the standard indicator by 15 people. In total, 185 people were served in 2015. The average workload 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 around the village. Served 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 is a slight increase in the number of clients served compared to 2014, however, there is a decrease in the number of guaranteed services provided, which is associated with a change in the list of such, 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 a mobile response of the institution to the emerging demand. An analysis of the age structure of the branch's clients in 2015 showed that 56 people. recipients of services aged 80-89 years, 36 people. aged 60-74 years, 27 people. aged 75-79 years. In 2015, the departments of social and socio-medical care at home are actively implementing the innovative technology "Sanatorium at home". 26 people were served, 9470 services were provided for a total amount of 531.8 thousand rubles.

Citizens suffering from oncological diseases (15%), cardiovascular (33%), post-stroke complications (18%), diseases of the musculoskeletal system (34%) are on 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 deteriorated, and therefore the number of labor-intensive services has increased. Of the total number of clients, 17 people have a disability of the first group, 47 people have a disability of the second group and 12 have a disability of the third group. The number of clients who were completely bedridden was 30 people, which accounted for 20% of the total number of those served. In 2015, the specialists of the department paid great attention to the rehabilitation of the disabled, the purpose of which is to return a sick person to a full life, restore the ability to self-service, restore lost skills. Thanks to the specialists of the center, disabled people who are on social services have individual rehabilitation programs, which allows teaching clients and their relatives certain skills to perform 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 department of social services at home. Of the total number of clients, about 97% are single and lonely pensioners who need constant outside care, and therefore, social and medical workers visit them daily, and often 2 times a day.

Department of Urgent Social Services

Work on solving the problems of citizens in need of social assistance and support is carried out by the department of urgent social services. During 2015, 6587 people applied to the department, they were provided with 14221 different types of services, which is less than in 2014. for 2482 people, but corresponds to the quantitative indicator of the state task 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 in need of urgent social services.
In total, 15 people were served hot breakfasts in 2015, which corresponds to the figure for the same period last year.
During the reporting period, 372 people received food packages, which is 60 people more than in 2014, for a total amount of 221.6 thousand rubles. The volume 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 in order to provide charitable assistance, but in more than half the heads of enterprises refused to provide charitable assistance.
Services of rental of technical means of rehabilitation in 2015. 80 people used it, which corresponds to this indicator for 2014.
A mobile team continued to function in the emergency social service department to provide assistance to people in difficult life situations. In 2015, 54 departures of the mobile brigade were carried out, which is 5 departures more than in 2014. as a result different kinds 183 people received social assistance. 372 residents of remote settlements of the Mineralnye Vody district received help as part of the charity event “The Crew of Mercy”.
During 2015, work was continued to organize recreational activities for children of working citizens and children in difficult life situations living in the Mineralovodsky District, in sanatoriums of the KMV and the Krasnodar Territory, as well as in suburban health camps. During the reporting period, they recovered1022child.. 64 people were sent to the Kavkaz health-improving center.

Social and health department

According to scientific research, every Russian pensioner who applies to a medical organization has a set of 5-7 chronic diseases, which leads to disability. 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% is lifestyle, another 35% is heredity. integrated approach to problem solving with an emphasis on social measures. The President of the Russian Federation V.V. Putin set the task of increasing the average life expectancy in Russia by 2018 to 74 years. In 2015 average duration 70.3 years. The main reason for applying to the Center is the inability to independently perform a number of household chores, less often family problems and the death of a spouse, previous serious illnesses were the reason for applying for services in 12.5 men and 9.5% of women. Hence, the main attention of the employees of the social and health 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 social and health department, which is 251 people. more than in 2014, of which 220 people. - within the framework of the state task, this indicator per 100 people. more than last year.The list of services includes a doctor's examination and the appointment of procedures with health monitoring. This takes into account the diagnosis of the underlying and concomitant diseases, the general well-being of the client. Then an individual rehabilitation plan is drawn up, including magnetotherapy, reflexology using DENAS devices, inhalations, water procedures, vitamin therapy, exercise therapy, etc. in 45% - the level of communication is stabilizing; in 15% - the level of social isolation decreases; in 19%, the pain syndrome weakens; 24% have increased motor activity. An analysis of the assessment of the life activity of post-rehabilitation measures provided by the specialists of the department 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 improvement of psychological well-being. According to the results of an oral and written (questionnaire) survey, 98% of the branch's clients are completely satisfied with the quality of the services provided by the branch's specialists. The activities of the department are aimed at expanding the range of services provided to people with disabilities. This is how social and pedagogical services are provided: holidays, tea parties, watching and discussing video films. 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 27181 services were rendered, which is 3.7 times more than in 2014, of which 25557 are guaranteed, 1624 are additional. The average amount of 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 of Rehabilitation of Children and Adolescents with Disabilities

Social rehabilitation department

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

Reducing the number of days missed by minors due to illness and rehabilitation outside the Mineralnye Vody region;

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

An increase in individual sessions of a psychologist with recipients of the department's services;

Conducting classes with a predominance of individual forms or small groups over group ones, taking into account a student-centered approach to achieve positive results and ensure the quality of services provided.

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, incl. cerebral palsy (19.4%), congenital anomalies 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 the state. tasks. Much attention is paid to the organization of creative activity. The specialists of the department continued to work using innovative methods for working with children with disabilities:

- "Magic Curl" - the formation of creative competence

children with disabilities by means of quilling;

- "Purple Forest World" - the development of active forms of thinking, cognitive, creative, intellectual, mental and mathematical ability in disabled children from 3 to 10 years;

- "Testoplasty as a method of developing fine motor skills of hands in children with disabilities";

- "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 organization of work with children are:

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

Within the framework of semi-permanent departments in our institution in 2015. the programs “We develop by playing” were implemented for children with the syndrome of early childhood autism, which contributed to the removal of painful internal tension, alleviating the feeling of distrust in the world. As part of this program, an Open Doors Day was held for the Day of the Disabled with the involvement of volunteers. In 2015 within the framework of these departments, the program "Seven I" was introduced using innovative technology stone therapy, which contributed to the enrichment of the experience of responding and the establishment of relations between the child and the children and adults around him.

According to the results of the application of the "Art Harmony" program, the level of self-esteem increased in 78% of children, in 22% self-esteem did not change, the level of anxiety decreased in 89% of children, in 11% remained unchanged. Regular observation of the department's specialists at the beginning and end of the classes made it possible to identify the following trends: the participants who had a bad mood at the beginning of the classes, by the end of the general emotional background improved. According to the results of a survey of parents: 72% of children experienced a joyful emotional state after classes, 100% of children and adolescents shared their impressions of the program with their parents, 43% of parents noted visible changes in children's behavior, 57% of parents believe that their children have significantly improved their interactions with other children. As a result of the implementation of the Green Planet program, the vocabulary of children has increased, curiosity has awakened, attention and observation have 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 beings-plants depend on them. Watering flowers, planting plants and other types of work lead to improved self-control through the redistribution of energy. Children have a positive outlook on the future, they are interested in what will happen to the plants next week. Observing the different colors of plants, the landscape of the native land, smelling the flowers, the child forms an image of the world in which he grows and develops.

As a result of the implementation of the program Magic world sand” the level of fears significantly decreased in most children, in 85% adaptability increased by 40%, the level of acceptance of oneself and others by 34%, a reduced level of emotional discomfort is observed in 55% of service recipients.

As part of the program for the artistic and aesthetic development of children with disabilities " magic paper”, as well as the program “Plastilinography”, the program for the development of fine and decorative arts “Semitsvetik”, the program “Formation of elementary mathematical representations”, classes contributed to an increase in 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 covers 130 people, while 95% are satisfied with the quality of the services provided, 80% of children show positive dynamics of speech and mental development. Also, during the implementation of the Steps to Life program, initial positive results were noted: 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-service skills, the development of cultural and hygienic skills, physical adaptation resources for 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 qualitative 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 the method of role-playing games.

Much attention is paid to the recipients of the services of the department by the institutions of the city: MBDOU "Malyshok", "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 gifts to children on holidays.

In the process of primary diagnostics, the department's specialists identified the main problems that needed to be resolved, namely: lack of self-service skills - in 58% of children; Availability bad habits in 18% of children; low level learning motivation in 88% of children; the need for health improvement - 70% of children; emotional instability - in 82% of children; lack of formation 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, speech therapists 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 the recipients of department services. Comparing the results of corrective work, there is a positive dynamics in the results of diagnostics of the recipients of the department's services:

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

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

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

In order to increase professional excellence, each specialist of the department for the rehabilitation of minors with mental and physical disabilities, 100% implemented the approved self-education plan, according to which speeches were presented at the meetings of the council. Updated regularly information stands, booklets were distributed, consultations were provided, meetings, open classes, events for parents were held.

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

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

Parents were given conversations and consultations (more than 250) on the care, maintenance and upbringing of children, in order to improve 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 (remoteness from the city center). These problems have been repeatedly voiced, and their presence remains relevant. Comparing the activities of specialists in 2014 and 2015, one can note stability, both in the number of services and events held. Among the children attending the department, the majority are still 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. car and managed to organize visiting receptions for specialists of the department in the countryside, as well as an opportunity to undergo a rehabilitation course for 8 children suffering from cerebral palsy with delivery to the place of receiving services.

Every month, according to the schedule, children registered in the rehabilitation departments undergo rehabilitation on the basis of the social and health department. Excellent conditions have been created in the department, specialists carry out rehabilitation work with them according to specially developed programs: doctor's examination, massage, physiotherapy, exercise therapy, procedures, educational games, landscape studies, fairy tale therapy, music therapy. A total of 90 children received social and medical services during the year. Dealing with children with disabilities, specialists seek to help the child overcome the isolation of character, expand the circle of children's communication, the range of their interests, and the ongoing activities help children escape from the confined space of their home and limited lifestyle. Various enterprises provided charitable assistance to the amount of 290,692.2 rubles for holding festive events, cultural events.

November 20, 2014 as part of world day child, the All-Russian Day of Legal Aid 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 addresses of counseling places were posted, as well as the work of the base counseling center at the address: Mineralnye Vody, st. Frunze, 52. A free reception was organized for the 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 treatment of disabled children, and measures of social support for the family provided by the legislation of the Russian Federation. Celebrations were organized in all departments of the Center, dedicated to the Day protection of children, Youth Day, Family Day, Love and Fidelity Day, State Flag Day. Social workers of all departments of the center, together with employees of rural administrations, clubs, organized games, theatrical morning performances, sports competitions, drawing competitions, festive concerts with the participation of children's groups. In terms of quantitative indicators, the state task of the departments was fulfilled by 100%.

Stationary Department of Temporary (Permanent) Stay of Elderly and Disabled Citizens

During the year, there was an interest in receiving positive emotions from communication, establishing trusting relationships between participants in club activities. In the course of classes, which were held 2 times a month for 1 hour, clients gained skills self made learned to work in a team, together. During the reporting period, products of arts and crafts were made using new and traditional techniques: scrapbooking, decoupage, felting, paper art, embroidery, burning, appliqué, lace, salt dough modeling. A survey of residents showed that even the improvement of small elements of the environment (renovated premises, etc.) or the regularity of events positively affect their quality of life, which indicates the importance of both the elements of physical space and the organization of life in the department. Using survey data in the 1st quarter of 2016. it is planned to develop and implement innovative technology "miliotherapy".

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

During the reporting period, the cultural organizer held master classes on the topic “Felting. Making a chicken using the dry felting technique. In April, a charitable fair "To the Bright Holiday of Easter" was organized and held. All beneficiaries of the 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 crafts (12 employees, 15 service recipients and 23 club members).

For the holiday of the Great Victory, a thematic corner was decorated on the theme "History of the St. George Ribbon".As part of the volunteer movement, the department is implementing the League of Kindness project with the aim of involving young people in psycho-correctional and rehabilitation work, using the internal resource of the individual, the resource of the immediate environment, optimizing intergenerational contacts, close community of the older and younger generations.As a result, organizedseasonal volunteer events: "We came to your house", "Path to the veteran's house", "Blizzard", "Heat in the house", "Heart congratulations". Conducted by a psychologisttraining "We are together" for volunteers in order to actualize the potentials and qualities such as openness to feelings, expressiveness, ingenuity, curiosity. As a result of the "Building bridges" training, the volunteers themselves identified the following areas charity events relevant in the area; directions joint activities with the aim of close cooperation between the older generation and the younger:

1. Meetings of different generations.
2. Film lectures on the film library of the best films of different years using a video projector.
3. Joint walks in nature.
4. Theme evenings.
5. Master classes (in cooking, applied art, handicraft for boys and young men).
6. The action "Heart congratulations" (congratulations at home for elderly citizens, delivery of congratulatory letters from the administration on the day of the elderly)
7. Teaching basic computer literacy.
8. Escort: to the clinic, to leisure activities.

Basically, the elderly decided to live in the department for the elderly and disabled due to poor health - 50% of clients, and in 2015 the reason was also the lack of housing - 3 people, the need for constant outside assistance - 25% of the interviewed clients , as well as the inability to independently manage a household - 29% of those living in the department. More than 50% of older people are physically weakened upon admission to 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 ​​the need to introduce environmental therapy, which is based on the idea that the social environment can influence 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. Orthobiotics has been chosen as one of the priority areas of miliotherapy in the department. The essence of orthobiosis technology is a reliance on a holistic approach, the connection of imagination and bodily sensations, the relationship and mutual support of auditory, visual, tactile sensations with a pronounced positive attitude towards the object.

In 2015, the answer to the question “Who suggested considering the issue of placement in an inpatient facility” was answered by 35% of the department’s clients surveyed. Were placed in the department at the insistence of relatives - 21% or at the suggestion of social protection workers - 44% Well-informed about all types of social services 79% of respondents, 21% are informed in general. Conditions of stay "Very good conditions(comfortable, improved)” was noted by 98% of customers. To the question “What would you suggest doing to improve the living conditions of the department”, 96% of clients answered - “everything suits”. 100% of the branch's clients use all social services provided in the branch. Satisfied with the quality of medical care provided in the department 100% of clients. The availability and quality of the provided medical services are considered quite affordable and of good quality by 100% of the respondents. 99% of clients find understanding in their relationship with the administration and staff of the branch. "Highly" personal and professional quality 99% of clients rated the employees of the department, 98% rated their service skills as “high”. “The food is good, everything suits” -90% of the branch's clients, 10% answered that the food is monotonous. The quality of the provided soft stock, clothing and footwear is good and satisfies 98% of customers. 100% of residents feel protected and safe living in the department for the elderly and disabled. 100% of clients claim that all services are available to them. In the department, the service to residents is based on respect for the personality of the resident (100%), and is organized at a convenient time for each resident (100%). Clients were given the opportunity to make proposals and comments to the management of the institution on improving social services - 89% of respondents. 99% of clients answered that there was no fact of refusal to provide any services. The daily routine suits 100% of the branch's clients. Leisure activities in the department are assessed as systematic by 96% of respondents. To the question “How has the quality of provided social services changed”, 73% of clients in 2015 answered that as a result of the provided social services, their general well-being has improved. 25% of respondents noted that their state of health has improved (stabilized). 21% - there was an opportunity to communicate.

From 04.02.2015 provided new service- oxygen therapy. The paramedic, as necessary, examines the sick, provides recommendations for treatment and, if necessary, hospitalizes patients. Also, the serviced receive the necessary consultations from the doctors of the polyclinic on diseases. Nurse daily monitors the preparation of high-quality rational nutrition, the timely conduct of general and wet cleaning, monitors the health of residents. Staffing 100%. The presence of married couples among the residents - no. Receipt of charitable contributions, donations, other extra-budgetary 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. Provided in this department in 2015. 47284 services, quantitative indicator of the state. assignments are 100% completed.

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

There were no global problems in the work of the institution in 2015. The quality indicators of the Center's work correspond to the parameters of the state task. In terms of quantitative indicators, the state task was fulfilled by all departments by 100%.

To disseminate work experience and raise awareness of the population about the activities of the institution, the Center regularly publishes thematic information leaflets and booklets, conducts round tables and seminars. For 2015 46 information materials were posted: on the website of the Ministry of Labor and Social Protection of the Population of the Stavropol Territory 32, on the official website of the institution-16, in printed publications 13.

Of no small importance in organizing the work of units is their material and technical support. At the expense of funds received from the provision of paid services, favorable conditions for work and reception of citizens have been created in each service of the center. Leading experts provided computer technology, office supplies. Special valuation work in 2015 was completed in full for a total amount of 63.8 thousand rubles.

An analysis of the work carried out in 2015 shows that in the state budget institution social services "Mineral Water Center for Social Services to the Population" there is a potential for finding new forms of work, as well as for creating favorable conditions for citizens in need of high-quality social services.

All the work carried out in the institution is aimed at maintaining a period of active longevity, increasing life expectancy, which means it improves the quality of life of the elderly. There are prospects for the development of the institution in expanding the types and improving the quality of services, through: the introduction of 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 - FZ "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 position and developing their methodological potential.

3.Creating a safe, comfortable and available conditions providing services to participants in relationships, especially those with disabilities and disabilities.

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

5. Ensuring the information openness of the institution in accordance with modern requirements, increasing the level of information availability for service recipients and the involvement of employees in the development of information and telecommunication resources. Organize and host a conference old man 21st century”, to be held in the 1st quarter of 2016. "Day of open doors", to the day of the elderly "Fair of services of the institution".

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

7. Introduction of innovative technologies of social services: "Miliotherapy", soc. Project "Say 'No' to Disabilities", soc. project "Social nanny", a comprehensive social and health project "Steps of longevity", social. Butterfly Way project.

8. Modernization of the process of using innovative technology "Informatization of the process of social services for the population."

9. Expand service areas rural settlements, to increase the number of people served by the mobile brigade.

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

11. Ensuring continued customer satisfaction with the services provided. Nursing service expansion, home helper.

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

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

14. Improving work with the family at the place of residence of a disabled child: the introduction of social. project "Exit social expedition".

15. Attraction of additional sources of financing.

Director of GBUSO

"Mineralovodsky TsSON" E.V. Chistyakova

DEPARTMENT OF EDUCATION OF THE VOLOGDA REGION

GOU SPO "TOTEMSKY PEDAGOGICAL COLLEGE"

Graduation qualifying work

STUDYING THE METHODS OF ASSESSING THE EFFICIENCY OF THE PROVISION OF SOCIAL SERVICES IN THE DEPARTMENT OF SOCIAL SERVICES AT THE HOME OF THE ELDERLY AND DISABLED CITIZENS

Totma 2010

INTRODUCTION

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

1.1 The concept of the effectiveness of social services

1.2 Criteria and performance indicators of social services

Chapter 2

2.1 Organization and conduct of the study on the example of the MU "Mezhdurechensky complex center of social services for the population"

CONCLUSION

REFERENCES APPENDICES

INTRODUCTION

In connection with the introduction of the National Standards of Social Services for the Population, the 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 accessibility;

Increasing the efficiency of social services for clients of social services.

Among the factors contributing to the 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 comes from the fact that the purpose of the work is a pre-programmed result. Therefore, the effectiveness of social work is understood as the ratio of the results achieved and the costs associated with ensuring these results (goals).

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

To determine the effectiveness, the achieved result is compared with the accepted standards of social services for the population. Since different types of activities differ from each other, and in the process of social services different tasks are solved, insofar as 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 were described in their works by S.I. Mikhailova, T.V. Cherpukhina and T.V. Chuyanov.

The definition of criteria and indicators for evaluating the effectiveness of social services is an urgent research problem today.

Research practice shows that there can be no single approach to determining the structure of criteria and indicators suitable for all cases of assessing the effectiveness of social services. Their composition will vary depending on the object, subject and tasks of assessing the phenomenon or process under study.

Practice prevails now quantification activities in social service institutions. Efficiency is measured by the number of clients served, services provided, etc.

The effectiveness of solving the client's problem, its effectiveness, largely depends on the specialist himself, his skills, experience, personal characteristics and qualities. Therefore, the selection of personnel for professional tasks and a reasonable personnel policy in general is another factor in increasing the efficiency of social services.

Satisfaction of human needs occurs through the provision of a whole 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, forms and quality of services provided; organization of work of personnel in social service institutions; the 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 for the population at home for elderly and disabled citizens.

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

1. Analyze the literature on the problem of the effectiveness of social services.

2. Give the concept of what is the efficiency and quality of social services.

3. To reveal ways of evaluating the effectiveness of the provision of social services on the example of the department of social services at home for the elderly and the disabled.

4. Conduct an analysis of the effectiveness of the activities of the department of social services at home for the elderly and the disabled, give recommendations depending on the results obtained.

The object of the study is the effectiveness of the provision of services in the department of social services at home for the elderly and the disabled.

The subject of the research is the methods of evaluating the effectiveness of social services in the department of social services at home for the elderly and the disabled.

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

Practical significance: intended for social workers and consists in summarizing the experience of social services for the elderly and disabled in the department of social services at home for the elderly and disabled.

Research methods: theoretical analysis of the subject content of the literature on the specified topic; empirical interpretation - evaluation of the effectiveness of the activities of the department of social services at home for elderly and disabled citizens.

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

Information about the work "Studying methods for assessing the effectiveness of the provision of social services in the department of social services at home for elderly and disabled citizens"

On August 12, 2016, a working meeting was held between the Head of the district and the chairman of the district Assembly of deputies Yanina O.A. with social workers of the KTSSON, employees of the MUSSP 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 the calculation of wages for social workers from July 2016.

Tatyana Artemyeva, director of the KTSSON, gave explanatory information:

Transition to a new system of remuneration of social workers of the complex 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 legal documents who prompted to restructure the work in accordance with their requirements.

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

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

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

3. Recommendations of the Ministry of Social Relations of the Chelyabinsk region in terms of familiarization with the experience of other territories of the region working in this area of ​​payroll: Plastovsky, Uvelsky, Etkulsky, Varnensky and Uysky districts.

Of course, there are also internal reasons that prompted the transition to a new payroll system. This is, first of all, a very low indicator of the provision of paid services in our KTSSON.

Analyzing the work of social workers in terms of the previously existing workload in terms of the number of people served per rate - 11.7 came to the conclusion that with an equal number of people served, but under different living conditions of the people served, social workers received the same salary. However, if we take the settlements: with. Light, Berezinovka, with. Chesma, where a significant number of those served live in comfortable apartments and compare with the living conditions of those served in the village of Klugovka, Lugovoe, Port Arthur, where social workers have to carry water, heat stoves, clean snow, weed grass in gardens, then the question legitimately arises: whether the same assessment of the work of social workers performing different services in terms of labor intensity is fair. TO the same, the number served led to the formal recruitment of social service recipients. Not all, of course, but there are those who are able to perform labor-intensive work themselves (cleaning the premises). This, in turn, necessitated the rationing of the working hours of social workers. Rationing showed that (according to those served) social. workers come to them mainly in the morning on Mondays, Wednesdays and Fridays (although there are Tuesdays and Thursdays in the working week). We allow trips to Chesma, but this is not every week. All this confirms the conclusion that not all work time effectively used to perform official duties. The record sheet of quantitative and qualitative indicators of social services for the month shows the result: On average, out of 12 people served, there are from 9 to 12 services per day. On average, one served out of 247 registered, there are 16 services per month. If we take 21 working days in the month of July, then services are not provided every day. Currently, recipients of social services have the opportunity to choose the necessary service for the current day. And the total cost for the services rendered may be less than the fixed amount that 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 the personal signature of the person served.

Another reason for the transfer to a new payroll for social workers is the desire to increase the number of recipients of social services, not only those registered with the social department. services at home, but also for pensioners and disabled people who need one-time social assistance. Currently, the demand for the provision of one-time services will grow. Today they call us what needs to be done general cleaning, just sit with a sick person, so that the native person who cares for the sick can simply 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 directed to the passage of annual medical examinations of social workers, training, the purchase of overalls 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 stimulating payroll fund of the institution is designed to provide bonuses to all social workers on a monthly basis, subject to the fulfillment of the number of social services corresponding to the highest assessment of labor efficiency.

At the end of May 2016, a trip was organized to the Uisky district in order to study this work experience. Then there was the preparation of documents, which were later familiarized with all social workers against signature. Groups were trained to work with documents. During the month there was individual work with every social worker. It would seem that everything was clear, we were waiting for the reports and the result was obtained, that very few understood that on this stage it was necessary to try to do as many services as possible, which actually did not happen. However, social workers have begun to provide additional paid services which had not previously been provided throughout the year, and this was taken into account when calculating wages. Apparently, the majority of social workers were sure that we would have to pay them the wages they received before. If earlier part of the wage fund was intended to stimulate only social workers by decree of the President and you received almost an equal salary for both 12 people and 5 people served, now this is a general wage fund and I repeat once again the stimulating part of the salary will be paid for high quality of the work performed, taking into account initiative, creativity and the use of modern forms and methods of labor organization in the 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 is carried out through the completed statements.

The significance of the indicator in points is set for each service, the total number of services rendered for all citizens served is calculated, correlated with the significance, and an assessment is made. Responsible for accounting indicators summarize the estimates obtained for all accounting records, correlate with the final table.

To evaluate the results, a commission was created 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 commission's decision is documented in the final protocol. On the basis of the final protocol, the director of the institution issues an order on bonuses according to the Decree of the President of the Russian Federation dated May 7, 2012 No. 597 “On measures for the implementation of the state social policy»

The analysis of the reports showed that social workers have the opportunity to provide more social and additional paid services during the month and the working week, taking into account the use of new technologies in the work with the elderly and the disabled and new forms of work (we offer a team contract, during common work the result counts for everyone).

We have been working in this direction for only a month, naturally there are difficulties, misunderstandings on the part of 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 providing 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 locality, the degree of self-service for clients, the presence of relatives, which should help in assessing the quality of social services provided.

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

We will try through the newspaper, official websites to bring information to 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. To do this, you can contact our center or the administration of rural settlements.

Ministry of Education and Science of the Russian Federation

federal state budgetary educational institution

Supreme vocational education

Pskov State University

Department of State and municipal government

COURSE WORK

Discipline: Personnel management

Topic: Analysis of the work performed and personnel assessment on the example of the Center for Social Services of the Sebezh District.

Completed by student: Belyakova A.A.

Supervisor of the course work: Dmitrieva Yu.V.

Introduction

2 Personnel assessment methods

3 Legal framework for social services.

1General characteristics of the management system in the GKUSO "Center for Social Services" of the Sebezhsky District

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

Conclusion

Annex 1

Introduction

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

As part of this work, it is planned to conduct an assessment of personnel in order to determine the effectiveness of their labor activity when making managerial 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 the staff of the institution.

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

The objectives of this course work are:

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

.Conduct an assessment of the staff on the example of the GKUSO "Center for Social Services" of the Sebezhsky district.

.Analyze the results.

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

1 Evaluation of labor productivity of managers and management specialists

head of social service department

Evaluation of labor results is one of the functions of personnel management, aimed at determining the level of efficiency of work performance. Evaluation of labor results is an integral part business evaluation personnel, along with an assessment of his professional behavior and personal qualities, and consists in determining the compliance of the results of the employee's work with the goals, planned indicators, and regulatory requirements.

The indicators of the final results of the work of employees, as well as its content, are influenced by a combination of various factors.

Accounting for 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 evaluation conclusions.

In the most general form, the result of the work of an employee of the management apparatus is characterized by the level or degree of achievement of the management goal when lowest cost. At the same time, the correct definition of quantitative or qualitative indicators that reflect the ultimate goals of an organization or unit is of great practical importance.

The indicators by which employees are evaluated are varied. These include the quality of the work performed, its quantity, the value assessment of the results. To evaluate labor productivity, a fairly large number of indicators are required 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 also necessary to highlight key concept, as an evaluation criterion, is 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, as a rule, is expressed through the results of the production, economic and other activities of the organization or divisions (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 based on the volume, completeness, quality, timeliness of the performance of their assigned duties. When choosing indicators that characterize the key, main results of the work of managers and specialists, it should be taken into account that they have a direct and decisive influence on the result of the entire activity of the organization; occupy a significant part of the working time of the staff; there are relatively few of them (4-6); they account for 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 used, characterizing the factors influencing the achievement of results. These performance factors include:

· work efficiency,

· labor intensity,

· the complexity of labor, the quality of labor, etc.

The performance appraisal procedure will be effective subject to the following mandatory conditions:

· setting clear "standards" of labor results for each position (workplace) and criteria for its evaluation;

· development and approval of the procedure for evaluating the results of work (when, how often and who conducts the evaluation, evaluation methods);

· providing complete and reliable information to the appraiser on the results of the work of the employee;

· discussing the results of the assessment with the employee;

· making a decision on the results of the assessment and documenting the assessment.

1.2 Personnel assessment methods

1. Questionnaire method

The evaluation questionnaire is a specific set of questions and descriptions. The evaluator analyzes the presence or absence of the indicated features in the assessed person and notes the appropriate option.

Descriptive evaluation method

The assessor must identify and describe the positive and negative features of the behavior of the assessed. 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 workers according to a certain criterion from the best to the worst, assigning them a certain serial number.

It is based on an assessment of the employee's suitability for the position held. This is a method of scaling the personal qualities of an employee. The most important component of this type of assessment is the list of tasks that the assessed employee must perform. After compiling this list (it can also be taken from job descriptions) there is a study of activities, taking into account the time spent by the employee on decision-making, ways to complete 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.

The analysis of the results can be carried out either by matching the identified estimates with the benchmark, or by comparing the results obtained from employees of the same position.

Critical Situation Evaluation Method

To use this method, evaluators prepare a list of descriptions of the "right" and "wrong" behavior of employees in typical situations - "decisive situations". These descriptions are divided into headings according to the nature of the work. Next, the person conducting the assessment prepares a journal for records for each employee being assessed, in which he enters examples of behavior for each rubric. Later, this log is used to evaluate the employee's business qualities.

Usually this method used in assessments made by the manager, and not by colleagues and subordinates.

It is based on the use of "decisive situations" (See the method of assessing decisive situations), from which the business and personal qualities required from the employee are derived, which become the evaluation criteria. The evaluator reads the description of any evaluation criterion (for example, engineering competence) in the rating questionnaire and puts a mark in the scale in accordance with the qualification of the assessed. Expensive and time-consuming method, but accessible and understandable to workers.

Behavior Observation Scale Method

Similar to the previous one, but instead of determining the behavior of the employee in the decisive situation of the current time, the appraiser fixes on the scale the number of cases when the employee behaved in one or another specific way earlier. The method is laborious and requires significant material costs.

Method of Questionnaires and Comparative Questionnaires

Includes a set of questions or descriptions of employee behavior. The appraiser puts a mark next to the description of the character trait that, in his opinion, is inherent in the employee, otherwise leaves an empty space. The sum of the marks gives the overall rating of the profile of this employee. Used for evaluation by management, colleagues and subordinates.

Interview

This technique is borrowed by human resources departments from sociology.

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

· 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 towards work in the company;

·hobbies;

· self-assessment of opportunities, health;

· marital status, relationships in the family;

· forms of leisure activities.

Method "360 degrees of evaluation"

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

Method of independent judges

Independent members of the commission - 6-7 people - ask the certified various questions. The procedure is reminiscent of cross-examination in various areas of activity of the person being certified. There is a computer in front of the judge, on which the evaluator presses the "+" key in case of a correct answer and, accordingly, the "-" key in case of an incorrect answer. Upon completion of the procedure, the program issues a conclusion. It is also possible to manually process the answers of the employee, then the correctness of the answers is entered in a pre-compiled form.

Testing

Various tests can be used to evaluate an employee. According to their content, they are divided into three groups:

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

· psychological, giving an opportunity to evaluate personal qualities employee;

· physiological, revealing the physiological characteristics of a person.

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

Committee method

The evaluation is carried out by a panel of experts and is aimed at finding out the abilities of the candidate, which give him the right to apply for other positions, in particular for promotion.

This technique consists of the following steps:

· activity is broken down into separate components;

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

· three lists of jobs are compiled: those jobs that can be solved successfully, that work out from time to time, and those that never work out;

· a final comprehensive assessment is made.

Evaluation in its most general form consists of the following four steps:

· selection of assessed qualities, performance indicators of the employee;

· use of different methods of collecting information;

· evaluation information should give a comprehensive picture of a person;

· comparison of the actual qualities of the employee with the required ones.

The studied sets of qualities are developed taking into account the tasks performed by position. Usually such qualities are recruited from 5 to 20.

Evaluation center method

This method solves two problems:

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

· the program of individual trainings of the manager is determined, which allows to develop his abilities, behavioral skills.

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

Implementation of management actions. For the two hours allotted to complete the task, 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 imitates the real activity of the company. After the end of the two-hour work on the task, the assessed person is interviewed.

Discussing problems in a small group. This procedure reveals the ability to work in a group. The members of the group are given material that they need to familiarize themselves with, independently make a decision on the question asked, and during the group discussion (40-50 minutes) convince the 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 modeled for several years (2-5 years). Each hour counts as one year, during which a number of tasks are completed. The activity of each subject is evaluated by experts.

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

Preparing a business letter. Each student prepares business letters on various issues and from different positions: refusal, cancellation of the decision, negative information, etc. Actions are assessed by experts.

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

Business game method

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

Goal Achievement Assessment Method (Goal Setting Method)

The manager and the subordinate jointly determine the key goals of the employee's activity for a certain period (one to six months). The goals should be specific, achievable, but intense, important both for the professional development of the employee and for improving the performance of the organization. The goals set outline the scope of the employee's responsibility and the scope of his duties for those specific periods that are necessary to achieve the intended result. These results should be measurable, at least as a percentage. The 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 voice in summing up the results.

Assessment method based on competency models

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

3 Legal framework for social services

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

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 the disabled” No. 122 FZ of 08/02/95, Federal Law No. 122 of 08/22/2004, “On Amendments to the Legislative Acts of the Russian Federation and Recognition as Lost 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 organizations of legislative (representative) and executive bodies state power subjects of the Russian Federation and "On the general principles of organizing local government in the Russian Federation”, Law of the Pskov region “On social services for the population in the Pskov region”, No. 10-03 dated March 7, 2006, Decree of the Government of the Pskov region dated October 20, 2005 No. No. 897-PP “On approval of the Regulations on the procedure and conditions for the provision of free stationary social services, as well as on the terms of full or partial payment in the Pskov region”, the National Standard of the Russian Federation GOST R 52143-2003 “Social services to the population. The main types of social services” (adopted by the resolution of the State Standard of the Russian Federation of November 24, 2003 No. 327-st), the Charter of the Center, the Regulations, the Internal Labor Regulations, others federal laws, regulations Government of the Pskov region, acts that have legal force on the territory of the city of Sebezh, the order of the director of the State Educational Institution "TsSON" of Sebezh and other local acts that directly affect issues of social services.

Chapter 2. Analysis of work performed and personnel assessment

1General characteristics of the management system in the GKUSO "Center for Social Services" of the Sebezhsky District

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

Location of the Institution: Pskov region, Sebezh, st. Leninskaya, d.51.

The activities of the Institution are aimed at providing social services in accordance with the List of Guaranteed Social Services Provided to Citizens government agencies social service area.

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 accounting of citizens in need of social support, determination of the forms of assistance they need and periodic (permanent, temporary, on a one-time basis) provision of it;
• provision of social, social, household, psychological, advisory services and other assistance to citizens;
• social rehabilitation of elderly citizens and disabled people:
• social rehabilitation of disabled children;
• assistance to women and children - victims of domestic violence;
• - participation in the work on the prevention of neglect of minors 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 resolving issues of providing social support to the population and coordinating their activities in this direction;
• introduction into practice of new forms and methods of social services, depending on the nature of the need of the population in social support local social - economic conditions;
• - carrying out activities 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 entrepreneurial activity:
• production certain types goods consumer goods;
• implementation of certain types of household services:
• motor transport services.

The "Center for Social Services" 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 the terms of partial payment is 50% of the cost of services, calculated on the basis of tariffs for social services;

· on terms of full payment (if the income of citizens is higher than the subsistence minimum 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 come to the independent disposal of the "Center for Social Services" for the implementation of statutory tasks and are accounted for on a separate balance sheet.

The funds received from the payment of social services are credited to the account of the "Center for Social Services" and directed to the implementation of the statutory tasks.

· citizens (adults and children) who are disabled;

· participants of the Great Patriotic War and persons equated to them, home front workers, widows of the mothers of dead servicemen, former underage prisoners of fascist camps;

· lonely elderly people and families consisting of pensioners;

· persons subjected to political repressions and rehabilitated;

· registered refugees, internally displaced persons;

· persons exposed to radiation contamination;

· orphans and children left without parental care;

· children from families of the "risk group";

· unemployed adults and adolescents;

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

· persons without a fixed place of residence and occupation;

· low-income incomplete and large families;

· young families;

· families and individuals who find themselves in an extreme situation.

The main tasks of the "Center for Social Services" are:

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

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

· introduction into practice of new forms of social services;

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

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

· participation in the work on the prevention of neglect of minors;

· 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. definition of the rights and obligations of the head and the employee. The main task here is to increase the level of work of the CSO. Social services for elderly and disabled citizens is an activity to meet the needs of citizens in social services. Social services include a set 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 ritual 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 paying for social services provided to elderly citizens and the disabled at home in the CSO”, regardless of the average per capita income. The funds received from the payment are credited to the account of the CSO and directed to the implementation of statutory tasks.

CSO is non-profit organization, created in the form of a social service institution, which is under the jurisdiction of the social protection authorities of the population of the constituent entities of the Russian Federation or municipal bodies of social protection of the population and carries out organizational, practical and coordinating activities in the city of Pytalovo to provide social services to elderly citizens and the disabled.

The center includes the apparatus of the center and structural divisions created, reorganized and liquidated by the decision of the director of the center in agreement with the social protection authorities of the city of Pytalovo and the Main State Department of Social Protection of the Population of the Pskov Region.

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

Structural subdivisions of the center in their activities report to the director of the center. The general activities of all structural divisions of the center are:

identification and registration of citizens in need of social services;

provision of social, household, medical, psychological, advisory and other assistance;

assistance in activating 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;

ensuring to the citizens served their rights and benefits established by law.

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

The director of the center is appointed by the order of the head of the Main State Department of 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 workforce in cases specified in the legislation.

The Director, on issues within his competence, acts on the principles of unity of command.

Picture 1. Organizational structure GKUSO "TSSO"

The Director performs the following permanent functions and responsibilities for organizing and ensuring the activities of the Center:

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

· material and technical support for the activities of the Center;

· realization (sale) of performed works, services;

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

· ensuring the accounting and safety 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 its 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 agreement with the Department of Social Protection of the Population, within its competence issues orders and gives instructions binding on all employees of the Center.

Appointment and dismissal of the positions of chief accountant and deputy director is coordinated with the head of the Main State Department of Social Protection of the Population of the Pskov Region.

Total population employees GKUSO "TSSO" is 45 people.

Picture 2

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

Figure 6. "Characteristics of the personnel of the GKUSO "CSO" by age"

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

Figure 5. "Characteristics of the personnel of the GKUSO "CSO" by gender"

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 lonely elderly citizens

The main goal of the department is to assist in the implementation 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 Sebezhsky district, social protection of the poor, including lonely elderly people, is carried out by the Center for Social Services for the Population. The Center for Social Services for the Population ensures, within its competence, the implementation of a unified state policy of social protection of elderly single citizens. The main forms of social services for single elderly citizens are:

Department of social services at home.

Branch of the social service for the provision of social services at home brigade uniform.

Department of emergency social services.

Department of social services at home in rural areas.

The main activities of the center include:

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

providing citizens with the necessary assistance who find themselves in a difficult life situation and are in dire need of social support, urgent social services,

creation of a data bank containing information about the living conditions of older people and the services they need,

provision of cultural and community, legal, medical and psychological services, catering and labor activities (for those who wish) for the elderly,

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 lonely elderly citizens are carried out by a large list of social services. Social services can be divided into:

Urgent

·Short-term

· Long-term.

Urgent social services are provided by the Department of Urgent Social Services to citizens who are in dire need of emergency one-time assistance aimed at maintaining their livelihoods. In the center in 2013, 215 people turned to the emergency social service department, these are elderly citizens. Nearly all of those who applied received some form of assistance. The elderly who applied to the poor were given food packages, clothing assistance, and rental items were in demand. The department of urgent 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. Nobody showed dissatisfaction.

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

Short-term services were provided by the social service department for the provision of social services at home in a brigade uniform. The brigade serviced 150 applications from lonely elderly citizens.

This form of social service is in demand among clients who live mainly in private sector homes. The brigade provided one-time services, such as cleaning snow, whitewashing the house, repairing housing, etc. services.

Based on the results of the study, it can be concluded that social services for lonely elderly citizens at home can be put in the 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 goal of which is to extend the stay of older people in their usual habitat, maintain their personal and social status, protect their rights and legitimate interests. In 2012, 240 people were served by the social service department at home, of which 91 people were served from rural areas. According to the results of the survey among the elderly served at home, good results were obtained.

Elderly people, expressing their opinion about the quality of services, mainly express gratitude to the social services.

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

Evaluation of the effectiveness of work on social services for the elderly in our case was carried out using a survey of elderly citizens with visiting them at home, as well as an analysis of the reporting provided by social workers to the center of social services for the population.

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

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

As a result of the survey, we can draw the following conclusion about the attitude of older people to the social service, 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 social workers, the assignment of all household duties to the latter.

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

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 features of the interaction of the served elderly person with the social worker assigned to him. After a sample survey of served senior citizens and the analysis, it follows that the majority of served senior citizens are satisfied with the social services provided to them.

Elderly people, despite the psychological characteristics of their age, treat social services with understanding and gratitude, despite the fact that their main problems are loneliness, poor quality of medical care provided, poor financial situation.

At the same time, the relationship of only one side - older clients and the activities of social service specialists would not be enough to adequately assess the effectiveness of the work of the social service center for the population of the city of Sebezh.

Therefore, according to a specially designed questionnaire, a written survey of social work specialists was carried out in order to determine their motivation for activities and attitudes towards their own profession (Appendix No. 1). The survey was submitted by 10 social service workers for the elderly.

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

The survey of social workers employed in servicing the elderly provides information about social workers as high-quality employees. The results of the survey make it possible to compile an analysis of the work of servicing the elderly in general, and gives an idea of ​​the self-assessment of social workers. Based on the results of the analysis, it can be concluded that the work with personnel was successful. 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. However, dissatisfaction with low wages, lack of Vehicle in the service of serving the elderly, in rural areas and in the city, psychological problems associated with unfulfilled needs of psycho-emotional stress.

Thus, it is necessary to take into account the state of health of the specialists themselves in the provision of social services for the elderly. Conduct conversations with them about the risk of occupational diseases, conduct consultations, auto-trainings (meditation), how to protect them from a stressful situation, how to avoid and behave correctly in conflict situations with clients served.

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

A social worker for the elderly should have the following personal qualities:

intellectual (predictability, prudence, plasticity, quick wit, foresight);

strong-willed (principality, determination, perseverance, exactingness);

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

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

communicative (sociability, sociability, compatibility, ownership, empathy, ability to listen, ability to convince).

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 older 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 lonely elderly people can be given a positive assessment, the social service is in demand by older people and works effectively to satisfy the social services of lonely elderly people.

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

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 - lonely and lonely elderly citizens. The range of social services demanded by the population of the Pskov region is constantly expanding.

The current system of social service institutions for the population 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 perceive their situation as difficult and are ready to accept this assistance come to the attention of social services. At the same time, citizens who need support, but for some reason have not applied to the relevant institutions, cannot count on receiving social assistance. It can be concluded that the activities of the social service of the population are aimed at solving the social problems that citizens already have, while issues of a preventive orientation are not developed enough. At the same time, preventing the occurrence of difficult life situations is much less expensive and more effective than overcoming them.

The low level of wages of employees of social service institutions is the reason for the formation of negative attitudes towards work among a significant part of workers, the remuneration for which cannot satisfy urgent needs. The management of the institution does not have the 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 to the Population" are aimed at implementing measures to implement the Federal Law "On Social Services for Elderly Citizens and the Disabled" No. 122 of 08.22.1995. (with amendments and additions), in order to provide socio-medical, social, social and psychological services to elderly citizens, thereby providing real assistance to people in difficult life situations.

3 The main problems associated with the performance of work and the assessment of personnel in the GKUSO "Center for Social Services" of the Sebezhsky District and proposals for solving these problems

Problem Content of the problem Suggestions for solving problems 1. Remoteness of social service centers. Elderly people due to health reasons, unable to attend social service centers. social help citizens living in remote villages, visiting social days); 2. Lack of workers in the villages. The minimum number of conditions for training in the social sphere of the inhabitants of the villages. Assistance distance learning rural social workers. 3. Low wages of social workers. Minimum wages. Attracting volunteers to work with people

Conclusion

In conclusion, it can be concluded that the specific tasks set in term paper have been reviewed and analyzed.

Having studied the legal normative documents, we can conclude that the purposeful policy of the state. Russian government concrete measures are being taken 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 services as an object of systemic justification and integrated development cannot be considered outside of international experience and national traditions.

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

When studying the work of the GKUSO "Center for Social Services" of the Sebezhsky District, it can be concluded that the work of the institution is aimed at maintaining the standard of living of citizens, including the elderly.

Due to the wide and varied functions of social workers in serving the elderly, there is a need for these professionals with different levels of education. For the category of disabled 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 economic fields, requires the creation of a fundamentally new system social services and provision of social rehabilitation, social guardianship and assistance to people.

Bibliography

1.Constitution of the Russian Federation

2.Federal Law "On the basics of social services for the population in the Russian Federation"

.Law of the Pskov region "On social services for the population in the Pskov region", No. 10-03 dated 07.03.2012

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

.Gekht I.A. On the improvement of medical and social assistance to the elderly / I.A. Gekht. - : I. Health., 1992. - 141 p.

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

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

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

9.Organizational personnel management: Textbook / Ed. A.L. Kibanova. - M.: INFRA-M,. - 512 p., p.136

10.www.pskov.ru

Annex 1

Questionnaire for a social worker

your home address.

Your gender: male women (underline).

Your age.

Your education.

Your main profession.

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

Do you like your job

Like

Like rather than dislike

Hard to say

rather dislike

I do not like.

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

very little or almost none

enough

not a little but not a lot

Do you have difficulties and troubles at work?

often enough

infrequent, but not rare

rare enough

rarely

Are these troubles and difficulties related to the fact that your work:

heavy physically

difficult psychologically

underpaid

bad working conditions

bad team relationships

Difficulty communicating with the elderly

How many senior citizens do you serve?

of which on bed rest____

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 visit the citizens you serve?

Until you've done what needs to be done.

Do you use company vehicles?

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

Very rarely or not at all

Quite rare

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 rarely or not at all

Quite rare

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 significance of the work being done

Feeling the compassion of mercy

What hinders you in your work?

Poor work organization

Insufficient qualifications

Little knowledge about the elderly

Bad working conditions

Difficulty communicating with older people

How do you evaluate the effectiveness of your work?

Satisfactory

Very low.

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