Certification of social workers. Certification of employees of social service organizations

Sections: social pedagogy

Certification allows you to diagnose personnel; determine the value of employees. Helps the manager make reasonable decisions management decisions, especially related to strategic objectives institutions.

Our institution is an orphanage, an area where the work of a social worker of all levels is intensively applied: a social teacher, a specialist in social work and social worker.

Objective: to determine the features and conditions for the application of attestation to improve the efficiency of the work of social workers.

Tasks:

• define the concept of "performance";
• highlight the criteria for social work;
• to study the features of the work of a social worker;
• identify factors for increasing labor efficiency;
• compose professional portrait social worker;
• identify methods for assessing personnel for certification;
• study the practical experience of social workers;
• determine the impact of certification on improving labor efficiency.

It is concluded that the effectiveness of social work largely depends on the personality of the social worker who performs it.

To determine the approach to assessing the effectiveness of social work, it must be recognized that social work is not limited to traditional forms of activity.

Social work is a specific kind professional activity. This is the provision of state and non-state assistance to a person in order to ensure the cultural, social and material standard of his life, the provision of individual assistance to a person, family or group of persons.

First of all, social work should be considered as an independent science. Like any science, social work has its own subject, object, categorical apparatus. The object of research in social work is the process of connections, interactions, ways and means of regulating the behavior of social groups and individuals in society.

The subject of social work is the patterns that determine the nature and direction of the development of social processes in society.

English scientists define social work as the organization of a personal service to help a person. It is aimed at making everyday life easier for people in conditions of personal and family crisis, and also, if possible, radically solving their problems. Social work is an important link between the people who need help and the state apparatus, as well as legislation.

In Russia, in the context of the transition to a market economy, against the background of a sharp change in the nature and forms of social relations, the breaking of habitual stereotypes of life experience, the loss of social status and development prospects for many people both for society as a whole and for themselves personally, serious difficulties arose, with which cannot be handled on their own. Increased social tension. All this increases the importance of deploying social work as a specialized type of activity, as well as the need to train social workers of various specializations for various categories of clients.

The position of social worker, social work specialist and social educator in Russian Federation introduced in 1991. IN qualification handbook he is endowed with various official duties:

• Identifies families and individuals at enterprises, microdistricts in need of socio-medical, legal, psychological, pedagogical, material and other assistance, protection of moral, physical and mental health; establishes the causes of their difficulties, conflict situations.
• Provides them with assistance in their resolution and social protection; contributes to the integration of the activities of various state and public organizations and institutions to provide the necessary socio-economic assistance to the population;
• Provides assistance in family education, the conclusion of employment contracts for work at home for women with minor children, the disabled, pensioners; conducts psychological, pedagogical and legal consultations on family and marriage issues, educational work with minor children with associative behavior;
• Identifies and assists children and adults in need of guardianship and guardianship, placement in medical and educational institutions, receiving financial, social and other assistance;
• Organizes public protection of juvenile offenders, if necessary, acts as their public defender in court;
• Participates in the creation of centers social assistance family: adoption, guardianship and guardianship; social rehabilitation; shelters; youth, teenage, children's and family centers; clubs and associations, interest associations, etc.,
• Organizes and coordinates work on social adaptation and rehabilitation of persons who have returned from special educational institutions and places of deprivation of liberty.

Each type of activity ends with some result, according to which the work done is evaluated. One of the most important evaluations of the result is efficiency. Social work also gives certain results. It is also judged on its effectiveness.

What is the effectiveness of activity in general and specifically social work?

Depending on the type of activity, the concept of efficiency is defined in different ways. But at the same time, each of them has mandatory elements: goal, result, costs, generally accepted norm (or ideal).

The main things in this list are the goal and the result. They represent the starting and ending points of activity: at the beginning, the goal is put forward, and at the end, the result is obtained. The ratio of the goal and the result gives an idea of ​​the effectiveness of the activity.

Subject our study is the effectiveness of social work, which in the most general view is considered as the ratio of the results obtained to the previously put forward goals. Thus, it captures the degree of conformity with what was supposed to be achieved.

All ideas and theories of social work are grouped around one central block of problems:

• conditions for the formation and implementation of human life;
• the ratio of freedom and social conditionality of the individual, socially justified (or unjustified) measure of this freedom and the possibilities of its implementation in society.

However, a number of questions still arise: is it timely to raise the question of the effectiveness of social work in general, and even more so of the effectiveness of individual social workers? Are there sufficiently well-defined bases for determining the effectiveness of the activities of social services and individual specialists in the work done?

It is necessary to highlight principles on which the effectiveness of social work is based:

• the ability to accurately formulate the problem; analysis of the factors that caused the problem, as well as hindering or favorable solution of the problem; assessment of the solvability of the problem; development of an action plan; involvement of the object in solving the problem;
• assessment of the changes achieved in the position of the client.

Of course, the criteria, as well as indicators of the effectiveness of the implementation of social work in the country, can be applied at the macro level (at the state level), meso level (republic, city, district), and micro level (at the level of an individual, client).

At the level of the whole society, it is possible to evaluate the effectiveness of federal targeted programs that provide federal support for various regions in the development of social services for the population. For example, within the framework of the presidential program "Children of Russia". The programs “Children with disabilities”, “Development of social services for families and children”, “Prevention of neglect and juvenile delinquency”, which set various general tasks for ministries and departments that have social services, but at the same time formulated specific tasks related to to the activities of the Ministry of Labor of Russia, the Ministry of Education of Russia, the Ministry of Internal Affairs of Russia, the State Committee of the Russian Federation for Youth Affairs. The allocation of funds from the federal budget to support territorial social services within the framework of these programs, of course, provides for an assessment of the activities of these services, determining the effectiveness of social work carried out by specialists from these services.

But at the micro level, clients of social services, wanting to receive material assistance, socially - medical services or consultations, pay attention to such personal qualities of social workers as kindness, fairness, responsiveness, professionalism. Among the negative qualities of social workers, clients include indifference, deceit, rudeness, and low professionalism.

The main goals of social work as a professional activity include the following:

• increasing the degree of independence of individuals, their ability to control their lives and more effectively resolve emerging problems;
• creation of conditions in which individuals can show their capabilities to the maximum extent and receive everything that they are entitled to by law;
• adaptation or readaptation of people in society;
• creation of conditions under which a person, despite physical injury, mental breakdown or life crisis, can live, maintaining self-esteem and self-respect on the part of others;
• and as the ultimate goal - to achieve such a result when the client does not need the help of a social worker.

The implementer of the goals of social work is a social worker, ranging from "linear" work with the client and ending with managerial activities in government departments.

Social work is a complex process that requires solid knowledge in the field of management theory, economics, psychology, sociology, pedagogy, medicine, jurisprudence, etc. Its effectiveness largely depends on the social worker himself, his skills, experience, personal characteristics and qualities.

Certification should help identify the optimal set of personal qualities necessary for a social worker, such as responsibility, adherence to principles, observation, sociability, correctness (tact), intuition, personal adequacy in self-assessment and assessment of others, the ability to self-educate, optimism, mobility, flexibility, humanistic orientation personality, sympathy for the problems of other people, tolerance.

The “contraindications” to social work include: lack of interest in other people (selfishness), irascibility, harshness of judgments, categoricalness, lack of concentration, inability to conduct a dialogue with an opponent, conflict, aggressiveness, inability to perceive someone else’s point of view on a subject.

The behavioral style of a social worker, determined by the combination of his personal qualities, his value orientations and interests, has a decisive influence on the system of relations that he forms not only with people, but also with his colleagues, subordinates and superiors.

They can be divided into three groups:

• first- psychological characteristics that are an integral part of the ability to this species activities;
• second- psychological and pedagogical qualities, focused on the improvement of a social worker as a person;
• third- psychological and pedagogical qualities aimed at creating the effect of personal charm.

Without these, leading for this profession, the characteristics of the psyche, effective work is impossible.

Social workers are busy different types activities in the performance of their professional functions. Their work is characterized by three approaches to solving the problem:

• educational approach- acts as a teacher, consultant, expert. The social worker gives advice, teaches skills, modeling and demonstrating the right behavior, establishes feedback, uses role-playing games as a teaching method;
• facilitative approach- performs the role of an assistant, supporter or mediator in overcoming apathy or disorganization of the individual, when it is difficult for her to do it herself. The activity of a social worker with this approach is aimed at interpreting behavior, discussing alternative activities and actions, explaining situations, encouraging and targeting the mobilization of internal resources;
• advocacy approach used when a social worker acts as an advocate on behalf of a particular client or group of clients, as well as an assistant to those people who act as an advocate on their own behalf, this kind of activity includes assistance individual people in putting forward enhanced arguments, selecting documented allegations.

When evaluating a social worker, you can use the most common assessment methods:

• Historical(biographical) - analysis of personnel data, personnel record sheet, personal statements, autobiography, educational documents, characteristics
  Result: conclusion about family, education, career, character traits.
• Interviewing(interview) - a conversation with an employee in the "question - answer" mode according to a pre-compiled or arbitrary scheme to obtain additional data about the employee.
  Result: Questionnaire with answers.
• Questionnaire(self-assessment) - a survey of a person using a special questionnaire for self-assessment of personality traits and their subsequent analysis.
  Result: questionnaire.
• Sociological survey- a questionnaire survey of employees of different categories who know the person being assessed well (managers, colleagues, subordinates.
  Result: sociological assessment questionnaire.
• Observation- observation of the assessed employee in an informal (on vacation, at home) and in a working environment using the methods of instant observations and photographs of the working day.
  Result: Surveillance report.
• Testing- determination of professional knowledge and skills, abilities, motives, personality psychology with the help of special tests with their subsequent decoding using "keys".
  Result: psychological picture.
• Expert review- determination of the totality and obtaining expert assessments of the ideal and real worker.
  Result: workstation model.
• Critical Incident- the creation of a critical situation and the behavior of a person in the process of resolving it (conflict, making a difficult decision, behavior in trouble, attitudes towards alcohol, women, etc.)
  Result: Incident and human behavior report.

Purpose of certification must be:

• assessment of the success of the employee;
• implementation of incentive and sanctioning measures;
• the basis for the operational redistribution of tasks between employees;
• formation of a personnel reserve;
• drawing up a plan for training and development of an employee;
• employee career planning;
• introduction of flexible remuneration systems (changes in the remuneration system).

Evaluation result Attestation of an employee can be the main approaches to assessing the business qualities and qualifications of an employee when establishing the category of payment provided for by the Unified Tariff Schedule, approved by Decree of the Government of the Russian Federation of October 14, 1992 No. 785.

Compliance with the actual duties performed and the qualifications of employees with the requirements job descriptions is determined by the attestation commission in accordance with the Regulations on the procedure for attestation of employees of institutions, organizations, the system of social protection of the population of the Russian Federation that are on budget financing, and the Regulations on the procedure for attestation of healthcare workers.

Certification of employees of institutions and organizations of the social protection service is carried out in accordance with the Regulations on extraordinary certification and billing of medical and pharmaceutical workers, which are on budget financing, approved by order of the Ministry of Social Protection of Russia dated December 7, 1992 No. 265.

In addition to resolving the issue of promoting or retaining an employee in the same position, the purpose of certification may be to uncover existing reserves for improving efficiency. individual work, linking remuneration with the real results of work and the qualifications of a specialist or manager, determining the volume, methods and forms of advanced training. In this regard, the direct objects of certification are the results of the employee's work, his potential, attitude to the performance of his duties.

The personality of a person as such is not subject to evaluation. As a result of certification, the employee must understand his mistakes, intensify work to overcome them, improve himself, etc. taking into account both their own interests and the interests of the organization.

At the preparatory stage, lists of employees subject to certification, schedules for its implementation in departments are compiled, the composition of the relevant commissions is approved, rules and criteria are announced. Based on the results of the certification, an action plan is developed, and in accordance with the recommendation of the commission, the head can carry out personnel changes. A person who has not passed certification is transferred to another position with his consent, and in the absence of such, he can be fired. Based on the results of the certification, within a month, the manager decides on the establishment of the appropriate categories of wages for employees. develops recommendations for improving the efficiency of employees, etc.

At the preliminary stage, before certification, the director of the personnel department, using the biographical (historical) method, collects information about the certified: personnel data is analyzed (documents on education, study of the work book, etc.). All data is sent to the departments where the certified ones work.

An attestation sheet, a review (characteristic) for the person being certified, and a performance characteristic are being prepared for the meeting of the commission. In the absence of the head of the day or round-the-clock department, the description is written by the deputy director for social work;

The job description reflects:

• professional and ethical competence;
• education;
• professional competence (knowledge, skills, experience);
• degree of activity in work;
• sociability;
• motivation for the activities of a social worker;
• psychological stability;
• intelligence, cultural level;
• level of compliance with the principles, ethics of the social worker;
• responsiveness, empathy, compassion of social workers.

Qualities of social work specialists required in the performance of official duties:

• ability to listen
• benevolence, kindness
• competence, knowledge, outlook
• ability to think logically
• dishonesty, honesty
• ability to make practical decisions
• high general culture
• the ability to organize assistance, to achieve a solution to the client's problems (efficiency in business)
• personal charm
• the ability to rely on the professional help of their colleagues at work
• teamwork skills
• respect for point of view

At the same time, preparations are being made for the meeting job descriptions on employees to assess their performance official duties.

By order of the director, an approximate list of indicators for assessing the qualifications of employees has been developed:

• education;
• work experience in the specialty;
• professional competence;
• knowledge of the necessary normative documents regulating activities;
• the ability to quickly make decisions to complete tasks;
• quality of work performance;
• the ability to adapt to a new situation and adopt new approaches to solving emerging problems;
• timeliness of performance of official duties, responsibility for the results of work;
• intensity of labor (the ability to cope with a large amount of work in a short time);
• ability to work with children;
• the ability to predict and plan, organize, coordinate and regulate, as well as control and analyze the work of subordinates (for deputies, heads of departments);
• the ability to quickly master issues that increase labor efficiency and work quality;
• work ethics, style of relations with colleagues and clients;
• the ability to be creative and entrepreneurial;
• participation in commercial activities;
• capacity for self-esteem, compassion and understanding of disabled citizens.

At the stage of attestation, a review is read out, a job description, the work of the person being certified for the past period is studied, questions are asked. The attestation commission uses the most common methods for assessing labor productivity: the method of given (forced) choice - the commission selects those that correspond to it from a set of employee descriptions. An employee's performance is measured by a large number of selected positive descriptions; descriptive assessment method - the commission describes the advantages and disadvantages of the employee's behavior in the implementation of professional activities; management by goals (tasks) - the activity of the employee for the past period related to the implementation of goals and objectives is studied; method of assessment according to the decisive situation - the attestation commission prepares a list of descriptions of the "correct" and "incorrect" behavior of employees in certain situations. These situations are called "decisive". Based on the study of the work of the certified person for the period preceding the certification, the study performance characteristics, a conclusion is made about the amount of “correct” behavior in such “decisive” situations, and other methods of personnel assessment are also used.

A protocol of a meeting attestation commission led by the secretary

Based on the results of the certification of employees, the manager orders: to confirm the compliance with the position held and the level of remuneration according to the Unified Tariff Schedule.

Studying the results of certification, the head develops recommendations, his attitude to improving the efficiency of work together with the Committee on Education and other organizations. The Education Committee, in turn, receives data on the past certification, the development of the director on future performance, and, together with the Education Committee, develops methodological recommendations that are sent to the institution.

A feature of the work of social workers is that its results are difficult to directly quantify. Moreover, the results of labor often do not become apparent immediately, but only after a certain period of time, sometimes quite long. But nevertheless, all information about the work of a social worker for the past period is provided for certification and conclusions are drawn about the effectiveness and efficiency of his work.

In order for the employee to always perform his job effectively, it is necessary to correctly communicate the results of the assessment to him. To do this, the manager should try to give the employee the opportunity to relax and emphasize that this conversation is not a disciplinary event, but a meeting to discuss past work in order to make recommendations for the future. It is necessary to start the conversation with the positive achievements of the employee, the statement of shortcomings should be placed between two positive results. It is very important for the manager and the attestation commission to observe these points, to be objective, so that in the future a person does not lose faith in himself, interest in the profession and mobilizes his efforts for effective work.

Many leaders of modern organizations have already come to the conclusion that without attestation and objective assessment of employees in all respects, it is impossible to achieve stable work and, ultimately, positive results for both the activities of the institution and each of the employees. Therefore, everyone, both managers and employees, should be interested in conducting an objective assessment and certification.

Moscow State Social University

Academy of Social Work

Faculty of Social Work and Administration Department of Social Administration

Admit for protection ______________ 2002

Head cafe. Podvoisky V.P.

Final qualifying work

Topic: Certification as a factor in improving the efficiency of social workers.

Serebryakova Yulia Aleksandrovna 5th year students of the full-time department.

Scientific adviser: Sizikova Valeria Viktorovna.

Moscow, 2002

Certification as a factor in increasing the efficiency of work of social workers

Introduction____________________________________________________________3

CHAPTER 1. Theoretical aspect problems of increasing the efficiency of social work ______________________________________________6

1.1. Modern approach to assess the effectiveness of social work ____6

1.2. Professional portrait of a social worker at work________________________________________________20

CHAPTER 2. Personnel assessment as a factor in improving the efficiency of social workers' work

2.1. Personnel assessment methods ____________________________________________30

2.2. Certification as a comprehensive method for assessing social workers__39

Conclusion ____________________________________________________________62

List of references _________________________________66

Applications _________________________________________________________68

Introduction

The relevance of the topic is due to the need to study (research) the certification process as a comprehensive method for assessing the effectiveness of the work of social workers.

Certification is a procedure for systematically assessing the compliance of a particular employee’s activities with the standard of work performed at a given workplace in a given position, using personnel assessment methods, this is a comprehensive check of the level of business, personal, and sometimes moral qualities of an employee in a given position.

There are a large number of "for" and "against" the official certification of employees. The argument against is the opinion that the manager and managers constantly evaluate their employees, that attestation is a formal legal procedure that is necessary only to confirm or increase the level of remuneration according to the Unified Tariff Schedule.

The argument in favor of performance appraisal today is that it not only serves as the legal basis for transfers, promotions, awards, dismissals, and wages, but also fulfills a number of important goals: it helps to determine, firstly, which employees require more training and, secondly, the results of staff training programs. It helps to establish and strengthen business relationships between subordinates and managers through the discussion of the results of the assessment, and, in addition, it encourages managers to provide the necessary assistance.

The special value of certification is that it encourages staff to work more efficiently. The presence of an appropriate program and the publicity of the results of its implementation develop initiative, a sense of responsibility and stimulate the desire to work better and more efficiently.

Certification is one of the most effective tools personnel management, it allows you to diagnose personnel; determine the value of employees not only for the unit, but for the entire organization; reasonably make managerial decisions, especially those related to the strategic objectives of the organization.

Based on the above, we select purpose of the work: to determine the features and conditions for the application of attestation to improve the efficiency of the work of social workers.

Based on this goal, the following tasks:

1. determine the essence of the concept of "performance";

2. highlight the criteria for the effectiveness of social work;

3. to study the features of the work of a social worker;

4. identify factors for increasing the efficiency of the work of a social worker;

5. make a professional portrait of a social worker;

6. to reveal the essence of certification and features of its application in the social sphere;

7. highlight the methods of personnel assessment used in certification;

8. to study practical experience in the application of attestation of social workers;

9. to study the impact of certification on improving the efficiency of social workers.

Object of study- professional and service activities of social workers.

Subject of study- process of certification of social workers.

Research Hypothesis- one of the main conditions for increasing the effectiveness of social work is the assessment of the work of a social worker, for which special methods are used. A comprehensive assessment method is certification. In order for the certification to be most effective, it is necessary to develop evaluation criteria, establish standards for the performance of labor activities for each workplace, ensure the objectivity of the evaluation and its further use.

The effectiveness of social work is considered in the works of Firsov M.V., Zhukov V.I., Topchego L.V. and others. The professional activity of a social worker was studied in the works of Kholostova E.I., Lyashenko A.I., Firsov M.V. and other authors.

Content thesis can be conditionally divided into three parts. The first part discusses a modern approach to evaluating the effectiveness of social work: the essence of the concept of "efficiency", highlights the criteria for the effectiveness of social work, gives examples of the implementation of social work at the macro and micro levels. A professional portrait of a social worker in work is described. Various definitions of social work are given as professional looking activities (foreign and domestic). It is concluded that the effectiveness of social work largely depends on the personality of the social worker who performs it.

The second part contains a description of the attestation of social workers, its goals, evaluation criteria, attestation stages, methods used. It is concluded that certification encourages social workers to more effectively perform their functions, and, therefore, this affects the effectiveness of social work in general.

The third chapter of the diploma contains a practical part, which assesses the certification process in the Complex Center for Social Services "Novokosino". Dana a brief description of center, using its example, the process and results of the certification of employees are described, as well as recommendations are developed to improve the efficiency of the work of employees.

The diploma work contains fourteen appendices, including standards for personnel assessment methods that reveal the certification process: orders “Regulations on the procedure for conducting certification in institutions subordinate to the KSZN of Moscow; job descriptions for employees subject to certification, etc.

CHAPTER 1 . Theoretical aspect of the problem of increasing the efficiency of social work.

1.1. A modern approach to evaluating the effectiveness of social work

Social work is not limited to traditional forms of activity; its definitions, definitions are very diverse. Thus, the Association of Social Workers of Great Britain in 1989 gave the following definition:

social work is a responsible professional activity that helps people, communities to establish, define personal, social and situational, i.e. circumstances affecting them. Social work helps them overcome these difficulties through support, protection, correction and rehabilitation. These are the activities of patronage, social assistance, social security, social education correction and supervision of offenders, aimed at the diagnosis, control and rehabilitation of persons in need of social assistance.

Professor Sylvia Staun defines social work as the work that a social worker does, providing social assistance to individuals, groups, meeting their needs, helping to mobilize all sources of society for assistance. The position of a social worker is provided by state and public organizations, as well as private social assistance agencies. Sylvia Shtaun believes that a necessary condition for employment as a social worker is a qualification in patronage - a certificate or diploma. Of particular importance is the grading (leveling) of the qualification characteristics of a social worker.

The International Federation of Social Workers gives its definition

social work. This professional work on: 1) conducting charitable activities, 2) assisting a person in self-expression, 3) disciplined implementation of scientific knowledge about human behavior ( social behavior person). Social work is aimed at the development of the personality, individual, family, nation and the world community - to implement the principles of social justice.

The position of social worker and social work specialist in the Russian Federation was introduced in 1991. In the qualification handbook, he is endowed with a variety of job responsibilities:

identifies families and individuals at enterprises, microdistricts in need of socio-medical, legal, psychological, pedagogical, material and other assistance, protection of moral, physical and mental health; establishes the causes of their difficulties, conflict situations, incl. at the place of work, study, etc., assists them in their resolution and social protection; promotes the integration of the activities of various state and public organizations and institutions to provide the necessary socio-economic assistance to the population; provides assistance in family education, the conclusion of employment contracts for work at home to women with minor children, the disabled, pensioners; conducts psychological, pedagogical and legal consultations on family and marriage issues, educational work with minor children with associative behavior; identifies and assists children and adults in need of guardianship and guardianship, placement in medical and educational institutions, receiving material, social and other assistance; organizes public protection of juvenile delinquents, in necessary cases acts as their public defender in court; participates in the creation of centers for social assistance to the family: adoption, guardianship and guardianship; social rehabilitation; shelters; youth, teenage, children's and family centers; clubs and associations, interest associations, etc., organizes and coordinates work on social adaptation and rehabilitation of persons returning from special educational institutions and places of deprivation of liberty.

Each type of activity ends with some result, according to which the work done is evaluated. One of the most important evaluations of the result is efficiency. Social work also gives certain results. It is also judged on its effectiveness.

What is the effectiveness of activity in general and specifically social work?

Depending on the type of activity, the concept of efficiency is defined in different ways. In economics, this is the ratio of results and costs. The better the result and the lower the cost, the higher the efficiency. In medicine, the approximation of the patient's state of health after treatment to normal. In psychology, the degree of realization of spiritual and moral ideals.

The definitions seem to be different. But at the same time, each of them has mandatory elements: goal, result, costs, generally accepted norm (or ideal).

The main things in this list are the goal and the result. They represent the starting and ending points of activity: at the beginning, the goal is put forward, and at the end, the result is obtained. The ratio of the goal and the result gives an idea of ​​the effectiveness of the activity. Not coincidentally the definition:

efficiency is the degree of realization of the goal. The final expression of this degree is the result: it coincides with the goal to a greater or lesser extent.

The subject of our study is the effectiveness of social work, which in the most general form is considered as the ratio of the results obtained to the previously put forward goals. Thus, it captures the degree of conformity with what was supposed to be achieved.

The essence of the effectiveness of social work is expressed in the ability complete system or its individual elements to respond positively and respond to the requests, needs of the population, especially its socially vulnerable part. Therefore, the concept of the effectiveness of social work can be formulated as follows - this is the maximum possible achievement of goals in the given conditions to meet the social needs of the population (client) at optimal costs. In other words, we are talking about the need for some form of comparative analysis, which compares the latest data about the client object in the course of therapy by the therapist or social body, an institution conducting social work, with information obtained earlier. This allows us to correlate the quantitative and qualitative assessment of the current and previous state of affairs in a certain area of ​​social work and draw appropriate conclusions about the degree of its effectiveness.

One of essential conditions improvement of the organization of social protection and social services for the population as components of all social work, is the use of basic information that objectively reflects the state of the system and its elements. The role of a tool for obtaining such information is performed by a system of criteria and indicators of the effectiveness of social work, which should contain, at a minimum, data on clients, the services provided to them and their results.

In the study of problems of the effectiveness of social work important place occupies the issue of the essence of the criteria and performance indicators.

In the available literature, the concept of "criterion" is defined as a distinctive feature that objectively reflects the state of a particular process, phenomenon, object or subject. But the criteria may not be any signs of a state, in this case, social work, but only those that meet certain requirements. First of all, they must be objective, reflecting not secondary and random, but essential and recurring features. They should also be necessary and sufficient, serve as a measurement standard for evaluating performance, contain qualitative and quantitative information about the functioning of the system.

Research practice shows that there can be no single approach to determining the structure of criteria and indicators suitable for all cases of performance evaluation. The peculiarity of evaluation tasks in each specific case must be taken into account by the researcher and receive a specific reflection in the structure of the criteria.

IN Lately there has been a steady interest in the problem of the effectiveness of the activities of social services and individual social work specialists. Increasing the effectiveness of social work is a core problem not only scientific staff, but also practitioners - managers at the federal and regional levels, direct organizers of the system of social protection of the population, managers and specialists of social services, as well as teachers of higher education who are engaged in the training and retraining of social work specialists.

However, questions are often still raised: is it timely to raise the question of the effectiveness of social work in general, and even more so of the effectiveness of individual social workers? Are there sufficiently well-defined bases for determining the performance of social services and individual sandals? What is the system of criteria and indicators on the basis of which it is possible to measure the effectiveness of social work, certain types and methods of social services for the population? These questions are not posed by chance, and it is not easy to answer them.

The main thing that distinguishes social work from other types of social activity is its subordination to the tasks of reviving human dignity, intervening in social environment for the sake of overcoming depression and destruction, the implementation of the integration of social, socio-cultural, psychological and physical influences on the personality, the individual, ensuring the harmony of man and the environment, the normal socio-psychological functioning of a person in different situations and environments.

Today, the main task of social work specialists is to learn how to implement the functional purpose of the services in which they work, to optimally perform their tasks, based on domestic and foreign experience in social work. In the context of the socio-economic crisis, the issue of the role of social workers in the process of adaptation of various categories of the population to the new social conditions that prevailed in the 90s in the Russian Federation, of active and professional participation in the social rehabilitation of people who find themselves in a difficult life situation is acute .

To achieve the set goals, it is important for various types of social service institutions and social service specialists to learn how to implement the domestic concept of social service for the population, the basic methodological principles of social work, to skillfully use various technologies social work.

The definition of criteria and indicators of the effectiveness of social work is important for both scientific and practical activities social services and its individual specialists. Indicators of the effectiveness of social services, as a rule, aim practical social workers of various qualifications and functional purposes to achieve specific results - intermediate and final.

The effectiveness of social work specialists can be determined on the basis of both general and specific criteria. General criteria for the effectiveness of social work serve to assess its effectiveness as a whole, say, on the scale of a territorial social service or a separate social service institution in a certain territory, and specific ones - to assess the main types of social services, forms and methods of social work with various categories of the population. We highlight the principles on which the effectiveness of social work with a client is based:

1) the ability to accurately formulate the client's problem;

2) analysis of the factors that caused the problem, as well as hindering or favorable solving the problem;

3) assessment of the solvability of the problem;

4) development of an action plan;

5) client involvement in problem solving;

6) assessment of changes achieved in the position of the client.

Of course, the criteria, as well as indicators of the effectiveness of the implementation of social work in the country, can be applied at the macro level (at the state level), meso level (republic, city, district), and micro level (at the level of an individual, client).

As for the macro level, where, as a rule, it means overcoming social deviations or stabilizing negative trends in the social health of society and its gradual improvement, it is very difficult to single out indicators that would allow determining the specific contribution of social workers to overcoming such deviations and problems. such as poverty, unemployment, homelessness, social ill health in the form of drug addiction, alcoholism, prostitution, etc., since their solution largely depends on the nature of the socio-economic reforms in the country, on the implementation of social policy, on the effectiveness of the implementation of the social security mechanism. It seems to us that it is very difficult to calculate the coefficient of participation of specialists - representatives of various branches of the social sphere (teachers, doctors, social workers), for example, in resolving problems of the family and children.

Based on what indicators can one judge the effectiveness of the activities of social work specialists, teachers, employees of the Ministry of Internal Affairs of state and local governments in eliminating child neglect and crime and, of course, in the placement of children? This problem, as is known, is a nationwide, interdepartmental one.

At the level of the whole society, it is possible to evaluate the effectiveness of federal targeted programs that provide federal support for various regions in the development of social services for the population. For example, within the framework of the “Children of Russia” presidential program, such federal target programs as “Disabled children”, “Development of social services for families and children”, “Prevention of neglect and juvenile delinquency” are being implemented, which set various common tasks for ministries and departments that have social services, but at the same time, specific tasks are formulated related to the activities of the Ministry of Labor of Russia, the Ministry of Education of Russia, the Ministry of Internal Affairs of Russia, the State Committee of the Russian Federation for Youth Affairs. The allocation of funds from the federal budget to support territorial social services within the framework of these programs, of course, provides for an assessment of the activities of these services, determining the effectiveness of social work carried out by specialists from these services.

Of great importance in improving the effectiveness of social work is the micro-level - directly the activity of a social worker at the client level.

There is no doubt that the criteria and performance indicators of individual social work specialists, primarily contact social workers, are of paramount importance not only for overcoming the existing combination of a high level of professionalism of specialists and the elementary incompetence of a number of social workers, not only for the formation of positive motivation for professional activities. They are needed primarily to protect clients of social services, to exclude or mitigate various kinds of deviations in social services for the population.

Therefore, no matter how important the criteria and indicators are that make it possible to assess the effectiveness of the development of the basic prerequisites for high-quality and timely social services, one must always remember about the indicators that allow assessing the level of accessibility and adequacy of the client in the services provided, the level of accessibility and adequacy of these services, allowing the client to leave from difficult life situation.

Evaluation of the effectiveness of the work of a social work specialist, as well as the activities of the social service as a whole, can be considered differently depending on the understanding of the essence of the client's personality and his problems. If we understand the client as a person who has found himself in a difficult life situation as a result of the reforms carried out in the Russian Federation in the early 1990s, then this is one question. But, if we understand the personality of the client as a set of social relations, then, on the one hand, it is very difficult to compare the effectiveness of social work in relation to the client, and on the other hand, the set of living conditions that the client falls into can be measured quantitatively, since Every person has to use some kind of resources to ensure their livelihoods. However, the ability to use resources is not reality. Such an opportunity often depends on the activity of the client himself, in general, a person. Consequently, there are such indicators as "a measure of activity", "a measure of freedom", "a measure of the ability to use one's capabilities and resources of the environment", "the level of development of the client's will and vitality", etc.

It is known that not every person who finds himself in a difficult life situation can get out of it without outside help. This means that someone must give an impulse to the client's activity, determine the specific direction of his actions, stimulate the vitality of a person, someone must rationally approach the choice of means that can lead the client to a way out of a difficult life situation, someone must use a set of conditions and resources to meet specific client aspirations. Such a person should be a social worker, whose activities, as a rule, are associated with a conscious and correct change in the client's life activity, taking into account the client's real capabilities and resources. environment.

A social worker, as a rule, has a threefold task: firstly, approaching a client from the standpoint of the socio-psychological sciences, he needs to present well the anthology of the client’s activities (the client’s past, present or future activity is considered as the activity of a specific individual included in the system of social relationships; social relations considered as the basis of the existence of the individual; human activity is conditioned by the mode of production), take into account the peculiarities of the individual-subjective existence of a person who finds himself in a difficult life situation (ways of subjective being of activity - passive, incompletely active and active); secondly, he must clearly understand the characteristics of the client (clients), i.e. determine the distinctive qualities, features, properties, which allows you to more fully and efficiently use the internal potential of the client. In social work, it is extremely important to take into account the axiological characteristics of a person - the value, need, motivational, target, and evaluative characteristics of the client of the service. Although, of course, a social worker is forced to take into account praxeological and ontological characteristics. Neglect of these characteristics can lead to an inadequate interpretation of the essence of a particular person who has applied to a social service for help. Only an objective consideration of such characteristics can help the social worker to plan the transition from one qualitative state of the client to another state, another modification that the client needs to get out of a difficult life situation; having understood the characteristics of the client, he can proceed to the qualification of characteristics, i.e. determining the quantitative expression of these characteristics, their dynamics (measure of intensity).

We believe that the noted characteristics can act as indicators that allow you to track the dynamics of the restoration (or development) of the essential forces of a person under the influence of the activities of a social work specialist.

Researchers know that there is a quantitative and qualitative nature of the criteria and indicators of the effectiveness of social work. At the same time, they are complex. As a rule, a group of normative criteria is distinguished, reflecting the effectiveness of the process of providing social services, and a system of indicators to determine the status of social service clients. The direct basis for highlighting the criteria for the effectiveness of social work carried out through social services are the goals and objectives of social services for certain categories of the population. At the same time, their subdivision by levels and objects is justified; they are divided into levels: society as a whole, region, settlements, districts, microdistricts, by objects - a client, a small social troupe, a community, etc.

Based on this position, two significant understandings of the effectiveness of social work can be noted. First, it is understood as the ratio of the results achieved and the costs associated with providing these results. The main thing in this matter is the measurement (description) of results and costs. Efficiency can be expressed as calculated, planned, and also as actual (actually achieved results of working with clients). Secondly, an assessment of the effectiveness of social work, and in particular social services, can be used for the main types of social services or a range of services. In this case, and, as you know, it is most often used, the fundamental problem is the definition of subjects who express their opinions, judgments, and conclusions. They usually include heads of departments government controlled, leaders public associations, social work specialists, practical social workers, inspectors - controllers and, of course, the clients themselves.

Of interest are studies of the effectiveness of the activities of social service institutions conducted by the Institute of Social Work under the Association of Social Workers in the Astrakhan, Tyumen and Moscow regions in 1997.

The results of the responses of employees of social service institutions showed that 75% of the respondents noted satisfaction with their activities. Only 3% of the surveyed workers expressed a desire to move to another job. At the same time, 47% of respondents do not receive information from administrative bodies about the problems of social services, about 90% of respondents do not know the data on the use of the budget and resources of the city, district, the majority do not know about the results of the implementation of social programs. It's interesting that

59% of employees evaluate the work of their team as satisfactory, 41% as good. It is characteristic that there are no dissatisfied with the work.

At the same time, heads of social services were interviewed. The final results of the survey showed that 53.6% were satisfied with their activities, 28.0% were rather satisfied, 4.8% were dissatisfied, and 10.9% were in a state of uncertainty. About 70% of respondents noted that they constantly face difficulties. According to managers, the effectiveness of work is influenced by such factors as professionalism, the socio-psychological climate in the team, financial condition institutions.

A selective study showed that the level of professionalism of social workers determines the level of self-criticism and competence in judging the effectiveness of their social work.

In the study, clients also assessed the activities of employees of social service centers and social assistance departments at home. In general, about 70% of respondents (clients) are satisfied with the quality of social services. However, a differentiated approach to assessing certain qualities of social service employees, and primarily contact social workers, shows that only 24% of respondents note the ability to listen to a client; goodwill, responsiveness – 24.2%; the ability to organize assistance, achieve solutions to clients' problems - 22.9%; competence, knowledge, outlook - 22.6%; ability to accept practical solution– 22.4%; ability to work in a team with other specialists - 19.3%; the ability to activate the client for self-help - 19.2%; the ability to think logically -17.9%.

Such qualities of social workers as “the ability to respect the point of view of the client”, “personal charm”, “disinterestedness, honesty”, “high general culture” are not highly rated (20-23%).

Clients of social services, wishing to receive material assistance, social and medical services or consultations, pay attention to such personal qualities of social workers as kindness, fairness, responsiveness, professionalism. Among the negative qualities of social workers, clients include indifference, deceit, rudeness, and low professionalism. Of course, the lack of positive qualities is related to a much smaller part of social workers.

Thus, it is quite obvious that today, when evaluating the activities of various social service institutions, we cannot be limited to such indicators as “the number of clients served”, “the number of families served”, “the number of elderly and disabled citizens served”, “the number of services provided ”, “number of registered clients”, etc.

The formation of a system of criteria and indicators of the effectiveness of the work of social services as an integral part of the effectiveness of all social work is just beginning. It seems that there is reason to believe that it is expedient to develop four groups of criteria and indicators at the first stage. The first group is the criteria and indicators of the effectiveness of federal and regional targeted programs aimed at developing social protection and social services for various categories of the population. The second is the criteria and performance indicators of social services. The third one is the criteria and indicators of the effectiveness of the activities of social service specialists. Fourth - the criteria and indicators of the effectiveness of social education, and in particular the training and retraining of specialists in social work in higher educational institutions.

It must be emphasized that the application of criteria and indicators of the effectiveness of the activities of institutions and social workers will be the most important step in achieving the maximum efficiency of social work as a special type of professional activity.

1.2. Professional portrait of a social worker at work

Before considering the specifics of social work as a form of practical activity and a professional portrait of a social worker, it is necessary to define what is meant by activity.

In the scientific literature, the term "activity" is very widespread: "the activity of rivers", "higher nervous activity". Hegel, as is well known, used the term "activity" in relation to movement. In philosophy, the term "activity" denotes the concept of an instrument for studying social life as a whole, its individual forms, and the historical process. But even in this case, its interpretation is not unambiguous: activity is an information-directed activity of living systems that ensures their self-maintenance (E. Markaryan), activity is a manifestation of social activity (G. Arefyeva), etc.

Considering the content and structure of social work as a type of activity, on the one hand, one must proceed from the generally accepted philosophical and psychological interpretation of activity, on the other hand, take into account the specific features and factors that characterize it. In the works of L.P. Bueva, activity is defined as a way of existence and development of society and a person, a comprehensive process of transforming the surrounding natural and social reality, including himself, in accordance with his needs, goals and objectives. Among the main features of activity, she identifies the following: purposefulness, transformative and creative nature, objectivity, determinism to social conditions, exchange of activities, communication of acting individuals.

In the study of M.S. Kagan, a morphological analysis of activity (transformative, value-oriented, communicative activity) is given.

The author identifies three main elements of activity: the subject, which directs its activity to objects or other subjects; the object to which this activity is directed; activity itself, which is expressed in the establishment by the subject of communicative interaction with others.

According to B.G. Ananiev, activity has a multilevel character: firstly, holistic activity as a historically established system of programs, operations and means of production of material and spiritual values ​​of society; secondly, a separate act - an action that includes a goal, motives for its promotion and ways to achieve it; thirdly, macromovements, from which actions are built through the objectification and construction of programs; fourthly, macromovements, from which macromovements are built.

In this case, the first two levels correspond to the consideration of human activity as a subject, a social being, as a person, and the last levels determine the activity of a person as a natural individual.

A variety of approaches to the consideration of the concept of activity and the interpretation of the term itself contributes to the emergence of many grounds for classifying various forms and types of activity. In particular, the classification is often based on the object of activity. Based on this basis, we can talk about legal activities, medical, industrial, etc.

If we include this basis in the system of social space, where there are various forms of activity, the purpose of which is to assist individuals or social groups in solving their most diverse problems, then in this case social activity will stand out, the purpose of which is to optimize the implementation of the subjective role of people in all spheres of social life and the process of joint satisfaction of the needs of maintaining life support and the active existence of the individual. This activity is social work.

The social worker carries out a number of specific activities. We include among them: psychological, pedagogical, organizational, managerial, etc. But it must be borne in mind that one or another type of activity prevails depending on the basic functions of a particular social specialist.

The main goals of social work as a professional activity include the following:

1) increasing the degree of independence of clients, their ability to control their lives and more effectively resolve emerging problems;

2) creation of conditions in which clients can show their capabilities to the maximum extent and receive everything that they are entitled to by law;

3) adaptation or readaptation of people in society;

4) creation of conditions under which a person, despite physical injury, mental breakdown or life crisis, can live while maintaining self-esteem and self-respect on the part of others;

5) and as an ultimate goal - to achieve such a result when the client does not need the help of a social worker.

Social work as a practical activity, in the main, is precisely aimed at maintaining, developing and rehabilitating individual and social subjectivity, which together characterize the vitality of a person.

The implementer of the goals of social work is a social worker , specially trained to perform various functions, ranging from "linear" work with the client and ending with managerial activities in government departments.

Social work is a complex process that requires solid knowledge in the field of management theory, economics, psychology, sociology, pedagogy, medicine, jurisprudence, etc. Its effectiveness largely depends on the social worker himself, his skills, experience, personal characteristics and qualities.

The professional qualities of a social worker are considered as a manifestation of the psychological characteristics of the individual, necessary for the assimilation special knowledge, skills and abilities, as well as to achieve a substantially acceptable efficiency in professional work.

To describe a social worker, one can choose the language of abilities as a projection of certain personality traits that meet the requirements of social activity and determine its success, perhaps the following: the ability to listen to others; understand them; independence and creative way of thinking; quick and accurate orientation, organizational skills, moral qualities, etc.

The optimal set of personal qualities necessary for a social worker is formulated, such as responsibility, adherence to principles, observation, sociability, correctness (tact), intuition, personal adequacy in self-assessment and assessment of others, the ability to self-educate, optimism, mobility, flexibility, humanistic orientation of the individual, empathy to the problems of other people, tolerance.

In the same way, psychological "contraindications" to social work were revealed. These include: lack of interest in other people (selfishness), irascibility, harshness of judgments, categoricalness, lack of concentration, inability to conduct a dialogue with an opponent, conflict, aggressiveness, inability to perceive someone else's point of view on a subject.

Not everyone is fit for social work; the main determining factor here is the candidate's value system, which ultimately determines his professional suitability and effectiveness of practical activities. The idea of ​​the absolute value of every human being passes here from the category of a philosophical concept into the category of a basic psychological conviction as the basis of the entire value orientation of the individual.

Social work has been and remains one of the most difficult professions. It is not always adequately perceived by public opinion. But social work is one of the most spiritual and noble types of human activity.

The behavioral style of a social worker, determined by the totality of his personal qualities, his value orientations and interests, has a decisive influence on the system of relations that he forms not only with clients, but also with his colleagues, subordinates and superiors.

Revealing the personal qualities of a social worker, E.N. Kholostova divides them into three groups:

the first - psychological characteristics, which are a component

part of the ability to this type of activity;

the second - psychological and pedagogical qualities, focused on improving the social worker as a person;

the third - psychological and pedagogical qualities aimed at creating the effect of personal charm.

In working with people, as a rule, psychological requirements are based on composure and attentiveness, understanding of the other, manifestation of such strong-willed qualities as patience, self-control, etc. Without these, leading for this profession, the characteristics of the psyche, effective work is impossible.

As foreign experience shows, a lot is expected from a social worker. In accordance with the "Classification Standards for the Practical Social Work in the United States", he needs to have an understanding of:

theory and methodology of working with an individual client and their group;

resources and services provided by society (community);

the programs and goals of social services at both the state and federal levels;

organization of local infrastructure and development of health and social services;

the foundations of socio-economic and political theory;

racial, ethnic and other cultural groups in society (their moral values, ways of life and problems arising from this);

the results of professional and scientific research that can be used in practical work;

concepts and methods of social planning;

the theory and practice of conducting observations, in particular, for practical social work;

theory and practice of personnel management;

social, psychological, statistical research methods and techniques;

theories and concepts of management of social protection services;

environmental and social factors affecting the client;

theories and methods of psychosocial assessment various kinds and forms of intervention by social services, as well as the differential diagnosis of the client's condition;

theory and practice of organizational and social systems and methods to encourage them to improve their performance;

theory and methods of legal practice;

ethical standards and professional social practice. work;

theories and methods of teaching and learning;

trends in the current policy of social protection of the population;

laws and regulations at the local, federal, and state levels that affect various types of social services.

“In Finland, the social worker is obliged to implement the following principles.

1. Be correct.

2. Help the client get rid of the inferiority complex.

3. Provide freedom of choice.

4. Privacy.

5. Preventive character.

6. Encouragement of independence.»

Social workers are involved in a variety of activities

performance of their professional functions. Their work is characterized

three approaches to problem solving:

Educational approach - acts as a teacher, consultant,

expert. The social worker gives advice, teaches skills, modeling and demonstrating the right behavior, establishes feedback, uses role-playing games as a teaching method;

Facilitative approach - plays the role of an assistant, supporter or

an intermediary in overcoming apathy or disorganization of the individual, when it is difficult for her to do it herself. The activity of a social worker with this approach is aimed at interpreting behavior, discussing alternative

directions of activities and actions, explaining situations, encouraging and targeting the mobilization of internal resources;

The advocacy approach is applied when a social worker acts as an advocate on behalf of a particular client or group of clients, as well as an assistant to those people who act as an advocate on their own behalf, this kind of activity includes helping individuals to put forward an enhanced argument, selection of documented allegations.

Research by Russian scientists, as well as practice, made it possible to identify several groups of skills for a social work specialist. Let us single out several groups among them.

cognitive skills. A qualified social worker should be able to:

Analyze and evaluate the experience, both your own and others;

Analyze and identify problems and concepts;

Apply in practice their knowledge and understanding of problems;

Apply research findings.

Communication skills. A qualified social worker should be able to:

Create and maintain a working environment and atmosphere;

Identify and overcome negative feelings that affect people and himself;

Identify and take into account in the work the differences of a personal, national, social and cultural-historical nature;

Recognize and overcome aggression and hostility in relationships with people, minimize rage, taking into account the risk to oneself and others;

Promote the provision of physical care to the needy and the elderly;

Observe, understand and interpret the behavior and relationships between people;

Communicate verbally, non-verbally and in writing;

Organize and take interviews under various circumstances;

Negotiate, speak on the radio, act in a team with other social workers;

Put yourself in the role of your client's lawyer.

constructive skills.

Work out solutions with individuals or, if necessary, on their behalf, with families, groups or on their behalf;

Highlight solutions that require prior approval from other specialists;

Act in the decision making algorithm;

Develop solutions that involve cooperation with other institutions, departments, professionals.

Organizational skills. A qualified social worker should be able to:

Keep clear and concise records;

Enforce the service's privacy and due diligence policy;

Prepare reports and report;

Organize, plan and control work;

Extract information using available technology;

explore and recognize service needs;

Expand the scope of their services;

Use the physical environment, the neighborhood of the house, microdistrict, institution to improve the quality of life of those living or working in it;

Assess and creatively use institutional and social communications resources.

A social worker must possess a considerable arsenal of professional skills, have deep knowledge in the field of human sciences: psychology, acmeology, sociology, pedagogy, law, in order to act as a worthy implementer of the goals of social work. The knowledge and skills of a social worker combined with relevant personal qualities are subject to assessment using appropriate methods, which contributes to a more efficient performance of professional activities.

CHAPTER 2. Personnel assessment as a factor in improving the efficiency of social workers

2.1. Personnel assessment methods

In most modern organizations, the criteria for assessing the effectiveness of personnel activities change in accordance with the changing nature of their work. If earlier they were only required to have a high level of knowledge, now everything greater value attached to them human qualities such as communication skills and the ability to work as part of a team of professionals.

Personnel assessment is carried out to determine the employee's compliance with the vacant or occupied workplace (position).

A well-conducted assessment allows reasonable

Select candidates for employment;

Determine the compliance of employees with the requirements of the workplace, position;

Evaluate the efficiency of the work of employees to establish the level of remuneration and forms of labor incentives;

Form a list of employees for the formation of a personnel reserve and planning professional advancement, career;

Identify leadership and professional quality when selecting people for key positions in the organization;

Approach personnel development and individually develop a system of in-house training.

As a result of the assessment, a wide field of activity opens up for both the head of the organization and the head of the personnel department.

Personnel assessment consists of three stages:

1. development of methodology and choice of personnel assessment method;

2. organizing and conducting an assessment in an organization (in subdivisions, departments, etc.);

3. use of evaluation results in work with personnel.

There are many methods for assessing personnel, the most common are shown in the table.

There are also methods for assessing labor productivity:

The method of given (forced) choice. The forced choice method was created because a number of other methods used lead to an inflated number of overestimated scores. When using the forced choice method, the evaluator must choose from a set of job descriptions. A typical set of such descriptions is presented in application I . Typically, HR professionals (Human Resources) prepare their questions (questionnaire items) and the committee evaluates the items for their applicability (i.e., determines which descriptions correspond to effective and inefficient work). The commission then evaluates the worker. Next, the efficiency index is calculated.

Descriptive assessment method. When using the descriptive assessment method, the assessor is asked to describe the advantages and disadvantages of the employee's behavior. Some organizations combine this method with others, such as a graphical rating scale. In such cases, the descriptions summarize the information of the graphic rating scale, analyze some scale items in detail, evaluate additional items that are not in the scale (See Annexes 2 and 3).

Management by goals (tasks). IN In most cases, appraisers describe the past performance of the assessed employee. And every person who makes such conclusions finds himself in a difficult and sometimes contradictory situation. There is an opinion that instead, leaders should cooperate with subordinates to develop the very goals of the organization. This gives subordinates the opportunity to use self-control of the effectiveness of their work. It is on this approach that the method of task management is based. Typically, a task management program is a systematic process and has the following sequence:

1) the leader and the subordinate hold meetings to determine

the main tasks of the subordinate and the establishment of a certain number of final tasks / goals;

2) participants set goals that are realistic to accomplish, stimulating, clear and understandable;

3) the leader, after discussion with subordinates, indicates the time for completing tasks;

4) the dates of meetings and discussion of the results achieved in the process of work are set;

5) the leader and subordinate make the necessary changes to the original tasks and goals;

6) the manager evaluates the results and meets with the subordinate, they discuss the results and give each other advice;

7) the subordinate sets tasks and goals for the next cycle of his work

after consultation with the supervisor, taking into account

experience of the previous cycle and expectations for the future.

Practical difficulties may arise in the following areas:

Large volumes of "paperwork";

Too many tasks are set, which leads to confusion (it has been established that the most successful for effective work number of tasks - four to six);

Task management is trying to be introduced for workplaces, where it is very difficult to accurately, quantify tasks;

It is sometimes difficult to link the results of the introduction of task management and rewards;

Too much emphasis is placed on short-term goals;

Refusal to change the original tasks;

The use of task management as a rigid method of control aimed more at intimidation than at inducing work.

Evaluation method according to the decisive situation. At Using this method, HR specialists prepare a list of descriptions of the "correct" and "wrong" behavior of employees in certain situations. These situations are referred to as "decisive situations". Then experts distribute these descriptions into rubrics depending on the nature of the work.

Next, the appraiser prepares a journal of records for each employee being assessed. During the evaluation period, the person producing it records examples of the employee's behavior (correct or incorrect) for each rubric, later this log is used to evaluate the performance of the employee.

The use of decisive situations is well used in an assessment conversation, since this method avoids errors in freshness of impressions, and it is easier for the evaluator to notice details when deciding on a positive or negative assessment.

This method is based on the use of decisive situations, which serve as key positions on the scale. The rating questionnaire usually contains from 6 to 10 specifically defined performance characteristics, each of which is derived from 5 or 6 decisive situations. The scale usually includes the following items:

From 6 to 10 characteristics are determined. Their establishment is carried out by both the persons conducting the assessment and the assessed;

Characteristics are determined by "key points" - positive and negative decisive situations;

According to these characteristics, the effectiveness of the work of employees is assessed;

The exact composition of the scale is too complex to be presented below. In addition, studies have not shown the advantages of this complex method of assessment relative to others. When using this method, estimators make mistakes such as the “halo effect” and too lenient or demanding valuation. However, there are certain considerations in favor of such a method. Subordinates involved in the program are more focused, less stressed and more satisfied.

Behavior observation scale. How and the above methods, this technique uses decisive situations to fix the actions that determine the behavior of the employee as a whole. Unlike previous methods, in this case, instead of determining the behavior of the employee in decisive situations of the current time, the person making the assessment notes on the scale the number of times the employee behaved in one or another specific way earlier. The limitations in using the method are the time and material costs required to develop a labor productivity scale.

All the above methods for assessing labor productivity are designed to evaluate one person. Let us now consider the three methods used to benchmark an employee against other employees being assessed.

Classification method. When using the classification method, evaluators must rank the employees in order, from best to worst, according to some general criterion. This can become quite a challenge if the group of workers being assessed exceeds 20 people. In addition, it is much easier to determine the best and the worst workers than to rank workers with averages. The way out can be found by applying the method of the so-called alternative classification. Moreover, the persons conducting the evaluation, first select the best and worst employees, then select the next best and worst employees, and thus reach the middle.

Pair comparison. This approach makes the classification method simpler and more reliable. First, the names of the assessed workers are put on separate cards in a predetermined order so that each

assessed was compared with the others. The evaluators then mark a card with the name of the person from each pair who the evaluators think is better on some predetermined criterion, say, overall ability to perform this work. The number of times a worker was the best in their pair is noted, and then the results are summarized as an index based on the number of "preferences" compared to the total number of

evaluated workers. The resulting ratings can be

What method of evaluation should be used in a particular case? Each of these methods is sometimes effective, and sometimes completely inapplicable. The main thing here is not the methods themselves, but the forms of their use. Incompetent appraisers, or individuals with neither talent nor desire, can nullify any method. Thus, in developing effective evaluation systems, it is the person doing the evaluation that matters, not the method. However, some general preferences should be noted here. They are given in Annex 4.

2.2. Certification as a comprehensive method for assessing social workers

Personnel assessment is the process of determining the effectiveness of employees in the course of implementing the tasks of the organization, which allows obtaining information for making further management decisions.

Evaluation is a broader concept than certification. Evaluation can be formal or informal (for example, a daily evaluation by a supervisor of a subordinate). Evaluation can be carried out either regularly or occasionally, depending on the specific needs of the organization.

Attestation is a procedure for a systematic formalized assessment of the compliance of a particular employee's activity with the standard of work performance at a given workplace in a given position, using personnel assessment methods. Certification accumulates the results of the work of a particular employee for a specific period.

Certification as a phenomenon associated with checking the compliance of an employee, organization established requirements is becoming more and more widespread. In addition to the pre-existing certification of specialists and jobs, today educational institutions and various business entities are subject to certification. Certifications are subject to categories of workers previously unnoticed by the legislator. Thus, we can talk about a new qualitative stage of certification, in which tests are carried out for professionalism, competence, suitability for work.

Under the certification of employees, as a rule, they understand a periodic comprehensive check of the level of business, personal, and sometimes moral qualities of an employee in a relevant position. In modern Russian attestation acts, there are different approaches to the definition of attestation, its goals, objectives and principles. Solutions to the issues of the formation of attestation commissions, the preparation and conduct of attestation, the assessment of the person being attested and the legal consequences of attestation are ambiguous. This is due to the specifics of the industries that have adopted attestation acts, the characteristics of professions and the working conditions of certified workers. At the same time, the following characteristic features inherent in the certification of social workers can be established:

It is carried out in an organization with which the employee has an agreement labor contract or in another organization, as a rule, specialized for this purpose;

The object of verification is theoretical and practical

the readiness of an employee to occupy a certain position or perform a certain job;

Certification is carried out periodically, i.e. once in the interval from one to five years;

It is carried out in specially created attestation commissions;

Various forms of certification are used.

Certification is an important step in the final assessment of personnel.

Certification includes:

1. Evaluation of the effectiveness of employees and their personal and business qualities.

2.0 evaluation of efficiency in solving tasks within the framework of the job description, as well as new and above-standard tasks carried out by line managers.

The objectives of certification are:

Regular evaluation of employee performance

Implementation of incentive and sanctioning activities

The basis for the operational redistribution of tasks between employees

Formation of a personnel reserve

Drawing up a training and development plan for employees

Employee career planning

Introduction of flexible remuneration systems (changes in the remuneration system).

When conducting certification, it is necessary to develop evaluation criteria. The subjects of assessment can be:

1. ability to study (general mental abilities);

2. the ability to make oral generalizations (how well a person can make an oral presentation in front of a small group on a well-known topic);

3. the ability to make written generalizations (how well an employee can write a note on a well-known topic);

4. contact (to what extent this person arouses sympathy);

5. perception threshold social opinion(how easily the employee perceives minor comments regarding his behavior);

6. the ability to be creative (what is the probability that a person is able to solve a problem in a new, different way);

7. self-assessment (how realistic is a person's idea of

the ratio of his merits and duties, how deep his understanding of the motives of his own behavior);

8. social task (attitude towards racial, ethnic, socio-economic, educational and other similar issues);

9. flexibility of behavior (how easily a person, in case of coercion, changes his behavior or modifies it to achieve his goal);

10. the need for approval from a superior person (degree of emotional dependence on management);

11. the need for approval from socially equal persons (the degree of emotional dependence on the opinion of the team);

12. internal work standards (how high the quality with which the employee wants to do any work, compared with lower, but quite acceptable);

13. the need for promotion (taking into account the desire for significant promotion up the career ladder and the time frame in which a person hopes to carry out this promotion, in comparison with colleagues occupying an equal position with him);

14. the need for a reliable position (to what extent the employee wants to be provided with work);

15. flexibility in achieving the goal (life goals, their correspondence to real opportunities and conditions);

16. the primacy of work (to what extent the satisfaction received from work is greater than the satisfaction from other areas of activity of daily life);

17. system of accents on the positive aspects of the institution's activities

(the ability to highlight the positive aspects of the institution's activities in relation to the staff: friendly attitude, fairness of the position taken in relation to earnings, etc.);

18. reality of hopes (to what extent the hopes regarding work in the organization coincide with reality);

19. tolerance for uncertainty and non-standard working conditions;

20. ability to work for a long period of time without sufficient remuneration with the prospect of receiving a reward later;

21. resistance to stress (to what extent the intensity of work coincides with the normal psychological state);

22. variety of interests ( various areas activities and hobbies - such as politics, music, art, sports);

23. energy (how long an employee can withstand a high level of workload);

24. organization and ability for adequate career planning;

25. Willingness to make decisions and the ability to justify them.

When choosing the subject of assessment, one should understand the extent to which the organization is able to define standards. For example, in social work it is difficult to determine the standards of labor efficiency, so when appraising an employee, the result of the assessment can be superficial and subjective.

Certification can take place simultaneously in three areas: performance assessment, qualification assessment, personality assessment.

1. Evaluation of activities includes the performance of job duties, the implementation of the work plan (terms, quality), achievement of the tasks set. Job responsibilities are clearly defined in the organization (it is clear what to compare with), there is a work schedule (performance of tasks is fixed), employees have clear tasks. Certification is fast and objective. It must be remembered that the weaker the organizational basis for performance evaluation, the more difficult it is to obtain an objective result.

2. Qualification assessment consists in an “exam” - employees answer questions in their specialty in writing. Oral responses are also possible. The questionnaire was prepared in advance and agreed with leading specialists, it was determined which result of the "exam" is acceptable for specialists of various qualifications.

3. Personal assessment. The organization evaluates the basic behavioral characteristics of a person, compares them with the behavioral requirements for the profession, evaluates relationships in the team. As a result, you can:

Comparing the personal requirements for the position with

actual personal characteristics of the employee holding this position, develop a training program for the employee and

development;

In the presence of stressful or conflict situations, determine the causes and ways to eliminate conflicts;

If there are significant claims to the employee's activities, assess whether the employee and his manager understand the same behavioral requirements for this position;

Avoiding subjectivity, construct a structured attestation interview.

In accordance with the goals of certification, guided by regulatory documents, in order to conduct effective certification of an organization, it is necessary to choose assessment methods (they are presented in paragraph 2.1.).

Certification involves a clear sequence of actions:

GOAL

Why is it carried out

What is assessed

I

WHO conducts

WHO IS EVALUATED

CRITERIA

STANDARDS

CHOICE OF METHOD

PREPARATION

CARRYING OUT

AND FOLLOW-UP

Ministries and departments of the Russian Federation, based on these

The main provisions develop industry regulations, where they specify the criteria and methods for assessing the qualifications of employees, taking into account industry specifics. The main approaches to assessing the business qualities and qualifications of an employee have been developed when establishing the category of payment provided for by the Unified Tariff Schedule, approved by Decree of the Government of the Russian Federation of October 14, 1992 No. 785.

Compliance of the duties actually performed and the qualifications of employees with the requirements of job characteristics is determined by the certification commission in accordance with the Regulations on the procedure for attestation of employees of institutions, organizations, the system of social protection of the population of the Russian Federation that are on budget financing, and the Regulations on the procedure for attestation of healthcare workers.

Certification of employees of institutions and organizations of the social protection service is carried out in accordance with the Regulations on extraordinary certification and billing of medical and pharmaceutical workers who are on budget funding, approved by order of the Ministry of Social Protection of Russia dated December 7, 1992 No. 265.

Control over compliance with the certification procedure is carried out by the ministries and departments of the Russian Federation according to their subordination, local administration and other executive authorities.

The main criteria for certification are the amount of work of the employee, the results achieved in the performance of official duties, the quality of the work performed, the level of education, the amount of special knowledge, work experience in this or a similar position, as well as positions that allow acquiring the knowledge and skills necessary to perform work provided for this position, etc.

Based on the results of the certification, either specific decisions are made on job relocations, or appropriate recommendations are made in the so-called "inventory card of the employee", containing information about his age, length of service, duration of work in this position, in previous places, conclusions about the appropriateness, timing, directions progress or its impossibility.

In addition to resolving the issue of promoting or retaining an employee in the previous position, the purpose of certification may be to reveal the existing reserves for improving the efficiency of individual work, linking remuneration with the real results of work and the qualifications of a specialist or manager, determining the volume, methods and forms of advanced training. In this regard, the direct objects of certification are the results of the employee's work, his potential, attitude to the performance of his duties;

human personality as such is not subject to evaluation. As a result of certification, the employee must understand his mistakes, intensify work to overcome them, improve himself, etc. taking into account both their own interests and the interests of the organization.

In practice, there are two main approaches to certification. In accordance with one of its meaning is to control and evaluate the activities of the employee, resulting in punishment, reward or promotion, and then evaluators act as judges. With another approach, the emphasis is on finding ways to improve work, career development, etc., and assessors become advisers, consultants. In the first case, commissions formed from third-party independent experts most often act as attesters, in the second case, the immediate supervisor. Accordingly, the forms of certification also turn out to be different: either this is a periodic report followed by a “sentence”, or an interview and a joint search for a solution to the tasks facing the subordinate.

IN modern conditions criteria and indicators for assessing personnel are often developed jointly by the manager and the team and are based on a list official duties each, the tasks facing him, individual goals. A number of requirements are imposed on the indicators on the basis of which the assessment of employees is carried out, including compliance with the objectives of the assessment, individualization, clarity, completeness and reliability of the reflection of the situation, ensuring comparison of results, both with the previous period and with other persons, other categories, reflection is not only statics, but also dynamics.

In practice, two assessment methods are usually used: based on a qualitative description of the activity and its result, and on quantitative indicators, which can be represented both by real values ​​and by conditional scores determined by experts. At the same time, the results are evaluated according to the degree of achievement of the set goals, completeness, quality and timeliness of the tasks. The activity is evaluated by the intensity and complexity of the work, which is determined by such circumstances as complexity, independence, scale, responsibility, technological and managerial complexity: for different types of work, these signs are differentiated. Business qualities quantification are practically not subject, education and experience are the basis for assessing qualifications. The formal result of the assessment may be the assignment of qualifications (for a specialist), recognition of compliance or non-compliance of the position with certain organizational conclusions(increase, decrease, retention, dismissal).

Certification in organizations should be held regularly, preferably at least once every three, maximum - every five years.

In our country, the certification procedure provides for three stages:

preparation, implementation and decision making.

At the preparatory stage lists of employees subject to certification, schedules for its implementation in departments are compiled, the composition of the relevant commissions is approved, rules and criteria are announced. For example, persons who have worked in an organization for less than a year are usually exempted from certification. Certification of women on maternity leave, as well as on parental leave until they reach the age of three, is carried out after their return from vacation. Upon a written application, their certification may be carried out simultaneously with other employees within the established time limits.

To conduct certification of employees in institutions and organizations subordinate to the Committee for Social Protection of the Population of Moscow, certification commissions are created.

Certification of managers and certain categories of specialists of institutions and organizations of social protection of the population is carried out by certification commissions created by orders of the Committee for Social Protection of the Population of Moscow dated December 2, 1992 No. 197 and dated November 17, 1992 No. 181.

The Attestation Commission needs at least five members. The composition includes the chairman (head or deputy head of the institution), the secretary and members of the commission. Also included in the commission. highly qualified specialists, representatives trade union organizations, representatives from the Committee for Social Protection of the Population of Moscow.

In necessary cases, several attestation commissions may be formed.

The personnel of the attestation commission, specific dates, the schedule for the attestation are approved by order of the head of the institution and brought to the attention of the attested employees at least two weeks before the start of the attestation.

Getting ready for the committee meeting certification sheet and characteristic (representation), which describes production activity certified, information about their qualifications, business and personal qualities, attitude to the performance of assigned duties, conclusions are drawn about the directions for improving activities, rewards and punishments, compliance or non-compliance with the position and future fate. A response to a specialist is signed by his head and a representative of the trade union;

feedback on leader - the highest leader.

At the certification stage the commission considers the presentation and hears the certified employee and his manager. Wherein Special attention refers to the personal contribution of the employee to the results achieved, his discipline, success in professional growth, and if it comes to the leader, organizational skills. The discussion of the work of the certified person should take place in an atmosphere of exactingness that does not offend the honor and dignity of the employee, objectivity, goodwill, excluding the manifestation of subjectivity.

Usually, ordinary workers and those who were previously certified conditionally with probationary period and then the management team; members of the commissions are evaluated where they constantly work.

Evaluation of the worker's activity and recommendations of the commission are adopted by open voting in the absence of the certified person. At least 2/3 of the members of the approved composition of the commission must participate in the certification and voting. Voting results are determined by a majority vote, but not less than half of the members of the attestation commission present at the meeting.

When attesting an employee who is a member of the certification commission, the person being certified does not participate in the voting.

The results of the appraisal are communicated to the employee immediately after voting, are drawn up in the minutes of the appraisal commission and entered in the employee's appraisal sheet (compiled in one copy), which are signed by the chairman, secretary and members of the appraisal commission who took part in the vote.

The attestation sheet and presentation of an employee who has passed the attestation is stored in his personal file.

The results of the certification are reported to the head of the institution within a week.

Labor disputes related to certification are considered in accordance with the current legislation on the procedure for considering labor disputes.

As a result of certification an action plan is being developed, and in accordance with the recommendation of the commission, the head can carry out personnel changes, for example, within two months, transfer a person who has not passed certification to another position with his consent, and in the absence of such, dismiss him, also following the results of certification within a month, the head decides on the establishment of appropriate categories of remuneration for employees; develops recommendations for improving the efficiency of employees, etc.

CHAPTER 3 Practical experience appraisal of social workers

Practical experience in the application of attestation of social workers was considered on the example of the Complex Center for Social Services (KTSSO) "Novokosino". In the study of the attestation process, the following methods were used: analysis of documents (all documents related to the work of the center and the attestation process itself were studied at the KCSO); observation (collection of primary information about certification, the work of all departments and employees of the center); personal conversation (conversations with the director of the center, deputy director for social work, head of the personnel department, secretary with fixing the conversation on paper).

The center began its work on September 1, 1997. There are 4,000 people serving at the center. KTSSO "Novokosino" actively cooperates with the Department of Social Protection of the Population, the Council of Veterans of the District Department of Social Protection of the Population, polyclinics, the society of victims of political repression, with trade enterprises, cinemas, the Krasnogorsk plant of medicines.

The structure of the center includes:

1) department of primary admission, analysis and forecasting(initial reception, identification of needs for services; dispatching work, information, advertising and propaganda, analytical and prognostic, methodical work);

2) urgent social service department(providing emergency assistance of a one-time nature (food packages, humanitarian aid) to citizens who find themselves in extreme conditions and are in dire need of social support; consultations (legal, psychological));

3) department for family and children(social and legal assistance, work with the family, social rehabilitation, safety prevention, social patronage are carried out);

4) department of social services at home(home care for disabled people of groups 1 and 2, pensioners, participants in the Great Patriotic War);

5) department of socio-medical care at home(service to wards who have partially or completely lost the ability to self-service);

6) day care unit(implementation of individual rehabilitation programs, catering, occupational therapy, cultural events, leisure activities);

7) department of medical and social rehabilitation ( medical Physical Culture, manual therapy, herbal medicine, massages, psychological relief room);

8) department of psychological and pedagogical assistance ( occupational therapy, vocational guidance, psychotherapy, psychocorrection, emergency psychological assistance (helpline)).

Certification of employees of the KCSO was held on December 17, 2001. By preliminary order of the director of the center, a list of persons subject to certification for this period was prepared, schedules for its implementation in divisions, the composition of the commission, rules and criteria for certification were approved. A composition of five people was submitted for certification: the head of the day care department, the social work specialist of the urgent social service department, the social worker of the social service department at home, nurse department of medical and social rehabilitation, accountant. (Order of the director of the center see Appendix 5).

The Deputy Director for Social Work draws up an attestation plan in accordance with the Regulations “On the procedure for attestation of employees of institutions and organizations subordinate to the Committee for Social Protection of the Population of Moscow, which are on budget financing” ( see Appendix 6):

1. The order for attestation is read out, the list of those being attested.

2. The following documentation is being prepared for certification:

job descriptions;

Review (characteristic);

Job description (written by the heads of departments and the deputy director for social work).

3. The minutes of the meeting are kept by a PC specialist (secretary).

4. Attested person is invited.

5. The presentation-review is read out by the secretary.

6. The service description is read out by the head of the department.

7. Questions of the commission to the certified person.

8. Comments and suggestions from both the certified person and the commission.

At the preliminary stage, before certification, the director of the personnel department using biographical (historical) method collects information about those who are certified: an analysis of personnel data is carried out (documents on education, study of a work book, etc.). All data is sent to the departments where the certified ones work.

An attestation sheet is being prepared for the meeting of the commission ( see Annex 7), review (characteristic) on the certified ( see Appendix 8), service characteristic. In the center, the description of the head of the day care department was written by the deputy director for social work; for a social work specialist of the urgent social service department - head of the urgent social service department; for a social worker of the department of social services at home - the head of the department of social services at home. ( see Appendix 9).

It should be noted that before writing a review and job description, the head of the department using interview method (interview) talks with the employee in the "question-answer" mode to obtain additional data about him; using survey method conducts a survey of a person using a questionnaire for self-assessment of personality traits and their subsequent analysis; uses the so-called sociological survey- talks with employees of different categories who know the person being assessed well for his subsequent objective assessment; observation method allows you to observe the employee in informal (at tea parties, etc.) and working environments (photo of the working day); also applies peer review method(determining the totality and obtaining expert assessments of the ideal and real employee); and also used "critical incident" method- the manager creates a critical situation (for example, the dissatisfaction of the client of the KCSO about a poorly rendered service) and evaluates the behavior of the employee in the process of resolving it (goes into conflict, makes a difficult decision, avoids the conflict, etc.)

Based on the data received, the performance characteristics reflect:

1. Professional and ethical competence

Availability of education

Professional competence (knowledge, skills, experience)

Degree of activity at work

Sociability

Motivation for the activities of a social worker

Psychological stability

Intelligence, cultural level

Level of adherence to principles, ethics of a social worker

Responsiveness, empathy, compassion of social workers.

2. Qualities of social work specialists necessary in the performance of official duties

Ability to listen to clients

Kindness, responsiveness

Competence, knowledge, outlook

Ability to think logically

Integrity, honesty

Ability to make practical decisions

High general culture

Ability to organize assistance, achieve a solution to client problems (efficiency in business)

personal charm

Ability to rely on the professional help of their colleagues at work

Teamwork skills

Respect for the client's point of view

3. The results of work for the period preceding certification.

At the same time, job descriptions for employees are also being prepared for the meeting to assess the performance of their job duties. (See Appendix 10, 11.)

By order of the director of the Novokosino CSCSO, an approximate list of indicators was developed to assess the qualifications of employees:

1. Education.

2. Work experience in the specialty.

3. Professional competence.

3.1. Knowledge of the necessary regulatory documents governing the activity.

3.2. Ability to make quick decisions to complete tasks.

3.3. The quality of the work.

3.4. Ability to adapt to a new situation and adopt new approaches to solving emerging problems.

3.5. Timely performance of duties, responsibility for the results of work.

3.6. Intensity of work (the ability to cope with a large amount of work in a short time).

3.7. Ability to work with the disabled and the elderly.

3.8. The ability to predict and plan, organize, coordinate and regulate, as well as control and analyze the work of subordinates (for deputies, heads of departments).

3.9. The ability to quickly master issues that increase labor efficiency and work quality.

4. Industrial ethics, style of relations with colleagues and clients.

5. The ability to be creative and entrepreneurial.

6. Participation in commercial activities.

7. The ability for self-esteem, compassion and understanding of disabled citizens.

At the stage of attestation, a review is read out, a job description, the work of the person being certified for the past period is studied, questions are asked. The certification committee uses the most common methods for assessing labor productivity: forced choice method- the commission chooses from a set of descriptions of the employee those that correspond to him. A typical set of such descriptions includes indicators for assessing the qualifications of workers, developed by the director of the KCSO. An employee's performance is measured by a large number of selected positive descriptions; descriptive evaluation method- the commission describes the advantages and disadvantages of the employee's behavior in the implementation of professional activities; management by goals (tasks)- the activity of the employee for the past period, related to the implementation of the goals and objectives of both the KCSO and social work in general, is being studied; decision method- the attestation commission prepares a list of descriptions of the "correct" and "incorrect" behavior of employees in certain situations. These situations are called "decisive". Based on the study of the work of the certified person for the period preceding the certification, the study of performance characteristics, a conclusion is made about the amount of “correct” behavior in such “decisive” situations, and other methods of personnel assessment are also used.

The minutes of the meeting of the attestation commission are kept by the secretary ( see Annex 12).

Evaluation of the worker's activity and recommendations of the commission are adopted by open voting in the absence of the certified person.
Based on the results of the certification of employees of the KCSO in accordance with the certification plan for 2001, agreed with the Department of Social Protection of the Population of the Eastern Administrative District, the head orders:

1) confirm the compliance of the position held and the category of remuneration according to the Unified Tariff Schedule for the following employees…………

2) to confirm compliance with the position held and to establish from 01.01.2002 the following categories of remuneration according to the UTS for the following employees………….

It should be noted that in connection with the Decree of the Ministry of Labor and social development RF dated May 31, 2001, No. 45, the range of salary categories for the position of "social worker" has changed from 3-8 to from 5 to 8. ( see Appendix 13).

The results of certification are of great importance for the head of the KCSO as a specialist in personnel management. Studying the results of certification, the manager develops recommendations, his attitude to improving the efficiency of work together with the Department of Social Protection of the Population and other organizations. The Department of Social Protection of the Population, in turn, receives data on the past certification, the development of the director of the center on issues of future performance, and, together with the Committee for Social Protection of the Population of Moscow, develops methodological recommendations that are sent to the center.

The department of social and medical care at home is intended for temporary (up to 6 months) or permanent social services and the provision of pre-medical medical care in home conditions of citizens who have partially or completely lost the ability to self-service and suffering from diseases that are a contraindication to admission to the social service department.

The social worker in this department must keep a social worker log for the home health care department. A separate page for the current month is created for each ward. Each visit should be recorded in the social worker's log, indicating the list of services provided. The entry in the journal of the social worker must correspond to the entry in the notebook of the ward, in which the signature of the social worker is required.

At the end of each month, the social worker conducts an analysis of the work done, the head of the department compares the social worker's report with the entries in the journal and certifies them with his signature. The social worker's report should reflect complete information about the work done for the specified period and reflect all changes during the month (withdrawal from service, transfer to another site, illness, etc.), “other services should be scheduled.

Based on the reports of social workers, the head of the department draws up a summary report for the department.

Responsibilities of the Head of the OSP:

1. Organize work with serviced

A) survey in the microdistrict, identification of the reserve for service

B) moral and psychological support of wards during a parallel check of the work of social workers

2. Organize the activities of social workers

A) ensuring operational communication by phone, monitoring the quality of service

B) verification of diaries and monthly reports of social workers and their reconciliation

C) scheduled inspection of work on the site (simultaneously with a visit to the serviced ones) - 2 sites per month

D) operational meetings at the end of the month, study of regulatory documents

3. Ensure documentation and accurate reporting

4. Take an active part in the work of the District Department of Social Services, territorial centers

5. Provide communication and joint work with organizations.

The head of the PCB must have the following documents:

Working diary of the head of the OSB

List of citizens served by social workers and file with documents for the elderly served by the NSO

Register of Serviced Persons

Monthly time sheet for OSB employees

Record book of primary surveys in the service area of ​​the OSB

Monthly reports of social workers and copies of summary reports.

The social worker must have the following documents:

Diary of a social worker (a guide to keeping a diary see Appendix 14)

List of served citizens with addresses and telephone numbers

Memo indicating the types of services performed

The reports of social workers and managers should contain the number of days worked by one or another social worker and the actual number of visits to the wards, in addition, the report gives a complete picture of the wards (if he was in the hospital, then from what time, in the column "other "- the number of visits to the hospital; if he went to relatives or to the dacha, also from what to what period, etc.)

The “risk group” includes single citizens and elderly couples who so far independently satisfy their basic life needs, but in the near future, due to a possible limitation in the ability to self-service and movement, due to health and age, they will need social services.

In all CSOs, cards containing information on primary material and consumer services and information current maintenance, indicating the date of the event.

All citizens of the “risk group” must be assigned to social workers who are required to periodically (at least once a month) call and visit these citizens and, if a situation arises with a partial or complete loss of the ability to self-service, accept them for social services.

The data obtained as a result of maintenance should be analyzed and grouped into the following categories:

Persons who urgently need to be assigned to a social worker

Persons who, due to various circumstances, will soon need a social worker or some form of social assistance

People who don't need help.

The department of social assistance to families and children needs to establish constant contact with graduates to resolve their issues. Provide counseling, psychological, pedagogical and other assistance, as well as support in matters of family life, targeted support during a period of being in a difficult life situation through the department of urgent social services.

In the department for each ward, it is necessary to have the following documents: a personal card for each graduate indicating the address, phone number, place of study or work, where each stage of work with the ward is recorded by a specialist in social work of the family and children assistance department; an act of examining the financial situation of a graduate of an orphanage, an act of examining the condition and equipment of the living space of a graduate of an orphanage. The work is carried out jointly with organizations of housing and communal services, police departments, etc.

It should be noted that in the future, the certification of employees will take place taking into account the implementation of these recommendations, so they become their job responsibilities.

The process of improving the efficiency of the work of social workers is continuous, since in the intervals between one and another certification, innovations are constantly introduced in the form of recommendations from the Committee for Social Protection of the Population of Moscow, cooperation with the Department of Social Protection of the Population and other organizations, as well as conscientious and creative fulfillment social workers of their duties.

Conclusion

The effectiveness of social work is considered as the maximum possible achievement of the goals of meeting the social needs of the population under the given conditions at optimal costs.

In the study of problems of the effectiveness of social work, the most important place is occupied by the question of the essence of the criteria and performance indicators. The concept of "criterion" is defined as a distinctive feature that objectively reflects the state of a particular process, phenomenon, object or subject. General criteria for the effectiveness of social work serve to assess its effectiveness as a whole, say, on the scale of a territorial social service or a separate social service institution in a certain territory, and specific criteria for assessing the main types of social services, forms and methods of social work with various categories of the population.

Of course, the criteria, as well as indicators of the effectiveness of social work in the country, can be applied at the macro level (at the level of the entire state), the meso level (at the level of the republic, city, district), and the micro level (at the level of an individual, client).

Of great importance in improving the effectiveness of social work is the micro-level - directly the activity of a social worker at the client level. It is of paramount importance for the formation of professional motivation, for the protection of clients, for mitigating various kinds of deviations in social services for the population.

A social worker carries out a number of specific activities: psychological, pedagogical, organizational, managerial, etc.; it fulfills the goals of social work (increasing the degree of independence of clients, their ability to control their lives and more effectively resolve emerging problems; adaptation of people in society and, finally, achieving a state where the need for the help of a social worker will disappear, etc.)

A social worker must possess a considerable arsenal of professional skills, have deep knowledge in the field of human sciences: psychology, sociology, pedagogy, law, in order to act as a worthy implementer of the goals of social work.

The knowledge and skills of a social worker, combined with the relevant personal qualities, are subject to assessment (certification), which contributes to a more efficient performance of professional activities.

Certification of employees is understood as a periodic comprehensive check of the level of business, personal, and sometimes moral qualities of an employee in the relevant position. Certification performs a number of functions, the main of which are: regular assessment of the success of an employee, implementation of incentive and sanctioning measures, drawing up a training and development plan for employees, etc.

To assess the effectiveness of the work of social workers in order to develop programs to improve performance, a number of specially developed scientific methods are used: historical (biographical), interviewing (interview), observation, method of expert evaluation, critical incident; as well as methods for assessing labor productivity: the method of given (forced) choice, the descriptive method, management by goals (tasks), the method of assessing the decisive situation, the scale of observation of behavior, the classification method.

Certification is a purposeful process of establishing the compliance of the qualitative characteristics of the personnel (abilities, motivation and properties) with the requirements of the position.

Evaluation of the effectiveness of activities is based on taking into account the specifics of the work of employees and the features of the manifestation of its results. A feature of the work of social workers is that its results are difficult to directly quantify. Moreover, the results of labor often do not become apparent immediately, but only after a certain period of time, sometimes quite long. But nevertheless, all information about the work of a social worker for the past period is provided for certification and conclusions are drawn about the effectiveness and efficiency of his work.

The certification takes into account the following requirements for social workers: professional and ethical competence (cultural level, psychological stability, degree of activity in work); the qualities of social work specialists necessary in the performance of official duties (the ability to listen to a client, disinterestedness, tolerance, personal charm, etc.) are determined; the results of work for the period preceding certification are evaluated; and also take into account education, work experience in the specialty, quality of work, the ability to predict, plan the work process, the ability to quickly master issues that increase labor efficiency and work quality, knowledge of the necessary regulatory documents governing activities.

In order for the employee to always perform his job effectively, it is necessary to correctly communicate the results of the assessment to him. To do this, the manager should try to give the employee the opportunity to relax and emphasize that this conversation is not a disciplinary event, but a meeting to discuss past work in order to make recommendations for the future. It is necessary to start the conversation with the positive achievements of the employee, the statement of shortcomings should be placed between two positive results. It is very important for the manager and the attestation commission to observe these points, to be objective, so that in the future a person does not lose faith in himself, interest in the profession and mobilizes his efforts for effective work.

Many leaders of modern organizations have already come to the conclusion that without attestation and objective assessment of employees in all respects, it is impossible to achieve stable work and, ultimately, positive results for both the activities of the organization and each of the employees. Therefore, everyone, both managers and employees, should be interested in conducting an objective assessment and certification.

Employee certification

Business assessment of personnel is a purposeful process of establishing the conformity of the qualitative characteristics of a person with the requirements of a position or workplace. There are two main types of business assessment of personnel: assessment of candidates for a vacant position or workplace in the selection of personnel and the current periodic assessment of employees in the course of personnel appraisal. If necessary, additional assessments may be carried out when selecting candidates for training, promotion, for enrollment in the reserve.

The basis for promoting an employee up the career ladder is often certification - a special comprehensive assessment of their strengths and weaknesses(knowledge, skills, abilities, character traits that affect the achievement of the goal), the degree of their compliance with the requirements of the position (at the same time, one cannot mix the qualities and information about them contained in documents, for example, a diploma), activities (complexity and productivity of labor) and its performance (contribution and contribution to the overall results of the unit and the organization as a whole). The assessment is carried out in order to determine the suitability of the employee for the position.

Evaluation within the framework of attestation can be related to the employee as a whole or local, relating to only one of his functions; prolonged - for a long period of time and expressive, aimed at current activities. The extended valuation is affected by past events; on the expressive - mostly emotions.

The object of certification can also be individual units (primarily managerial) and their elements, in particular the staffing structure, organization, complexity and working conditions, their impact on subordinates and performance results. This can also include workplace certification - comprehensive assessment its compliance with progressive technical, technological and organizational solutions, labor protection requirements, regulations and standards. The main objectives of such certification: rationalization, improvement of working conditions, elimination of inefficient or redundant jobs. Allocate the following types certification: final, intermediate and special (under special circumstances).

During the final certification, a complete and versatile assessment of the employee's production activities for the entire period is made.

Intermediate assessments are held at relatively short intervals, and each successive assessment should build on the results of the previous one. It is held once a quarter or even monthly.

Regular appraisals as the basis for promotion and remuneration are appropriate where the work is of an individual nature.

Special certification in connection with special circumstances, for example, sending to study, approval in a new position, is carried out before making the appropriate decision.

The goals of certification can be explicit and implicit (latent). The explicit purpose, as already stated, is to formally establish the suitability of the person for that other job. The objectives of certification can also be to control the fulfillment of the task, to reveal the existing reserves for improving work efficiency, to address the issue of the volume, ways and forms of training, retraining, etc.

Latent goals may be as follows: meeting the requirements of a higher organization or management; giving more weight to previously accepted personnel decisions; acquaintance of the head with the employees; giving it more weight in their eyes; destruction of the mutual responsibility that exists in the team; activation of work; assigning formal responsibility for the placement of personnel to the attestation commission, etc.

In accordance with these meanings of the concept of "certification", it is necessary to distinguish the following components.

Regulations on the procedure for conducting certification - a regulatory document that defines its goals and objectives, terms, categories of certified and not subject to certification, the procedure for preparing, conducting and decisions made based on its results.

Certification of employees in the bodies of social protection of the population is carried out in accordance with Article 48 of the Federal Law of July 27, 2004 N 79-FZ "On the State Civil Service of the Russian Federation", which determines the procedure for attestation of state civil servants of the Russian Federation, replacing the positions of the state civil services of the Russian Federation in a federal state body, a state body of a constituent entity of the Russian Federation or their offices.

The main criteria for certification are the amount of work of the employee, the results achieved in the performance of official duties, the quality of the work performed, the level of education, the amount of special knowledge, work experience in this or a similar position, as well as positions that allow acquiring the knowledge and skills necessary to perform work provided for this position, etc.

Based on the results of the certification, either specific decisions are made on job relocations, or appropriate recommendations are made in the so-called "inventory card of the employee", containing information about his age, length of service, duration of work in this position, in previous places, conclusions about the appropriateness, timing, directions progress or its impossibility.

In addition to resolving the issue of promoting or retaining an employee in the previous position, the purpose of certification may be to reveal the existing reserves for improving the efficiency of individual work, linking remuneration with the real results of work and the qualifications of a specialist or manager, determining the volume, methods and forms of advanced training. In this regard, the direct objects of certification are the results of the employee's work, his potential, attitude to the performance of his duties; human personality as such is not subject to evaluation. As a result of certification, the employee must understand his mistakes, intensify work to overcome them, improve himself, etc. both taking into account their own interests and the interests of management.

In practice, there are two main approaches to certification. In accordance with one, its meaning is to control and evaluate the activities of the employee, resulting in punishment, reward or promotion, and then the evaluators act as judges. With another approach, the emphasis is on finding ways to improve work, career development, etc., and assessors become advisers, consultants. In the first case, commissions formed from third-party independent experts most often act as assessors, in the second - the immediate supervisor. Accordingly, the forms of certification also turn out to be different: either this is a periodic report followed by a “sentence”, or an interview and a joint search for a solution to the tasks facing the subordinate.

In modern conditions, the criteria and indicators for assessing personnel are often developed jointly by the manager and the team and are based on the list of duties of each, the tasks facing him, and individual goals. A number of requirements are imposed on the indicators on the basis of which the assessment of employees is carried out, including compliance with the objectives of the assessment, individualization, clarity, completeness and reliability of the reflection of the situation, ensuring comparison of results, both with the previous period and with other persons, other categories, reflection is not only statics, but also dynamics.

In practice, two assessment methods are usually used: based on a qualitative description of the activity and its result, and on quantitative indicators, which can be represented both by real values ​​and by conditional scores determined by experts. At the same time, the results are evaluated according to the degree of achievement of the set goals, completeness, quality and timeliness of the tasks. The activity is evaluated by the intensity and complexity of the work, which is determined by such circumstances as complexity, independence, scale, responsibility, technological and managerial complexity: for different types of work, these signs are differentiated. Business qualities are practically not subject to quantitative assessment; education and experience are the basis for assessing qualifications. The formal result of the assessment may be the assignment of qualifications (for a specialist), the recognition of compliance or non-compliance of the position with certain organizational conclusions (increase, decrease, retention, dismissal).

Certification in organizations should take place regularly, preferably at least once every three, maximum five years.

In our country, the certification procedure provides for three stages: preparation, implementation and decision-making.

At the preparatory stage, lists of employees subject to certification, schedules for its implementation in departments are compiled, the composition of the relevant commissions is approved, rules and criteria are announced. For example, persons who have worked in an organization for less than a year are usually exempted from certification. Certification of women on maternity leave, as well as on parental leave until they reach the age of three, is carried out after their return from vacation.

For certification of employees in the departments of social protection of the population subordinate to the department of social protection of the population Krasnodar Territory, attestation commissions are created. The attestation commission is formed by a legal act government agency in accordance with parts 9 - 12 of Article 48 of the Federal Law of July 27, 2004 N 79-FZ "On the State Civil Service of the Russian Federation". The specified act determines the composition of the certification commission, the terms and procedure for its work.

The attestation commission includes a representative of the employer and civil servants authorized by him (including from the division for public service and personnel, the legal (legal) division and the division in which the civil servant subject to certification replaces the position of the civil service), a representative of the federal state governing body public service or the state body of the subject of the Russian Federation for the management of the civil service, as well as representatives of scientific and educational institutions, other organizations invited by the relevant public service management body at the request of the employer's representative as independent experts - specialists on issues related to the civil service, without indicating the personal data of the experts. The number of independent experts must be at least one quarter of the total number of members of the attestation commission.

The composition of the attestation commission is formed in such a way that the possibility of conflicts of interest that could affect the decisions made by the attestation commission is excluded.

The attestation commission consists of a chairman, deputy chairman, secretary and members of the commission. All members of the attestation commission have equal rights when making decisions.

The personnel of the attestation commission, specific dates, the schedule for the attestation are approved by order of the head of the institution and brought to the attention of the attested employees at least two weeks before the start of the attestation.

A certification sheet and a description (representation) are prepared for the commission meeting, which describes the production activities of the certified, information about their qualifications, business and personal qualities, attitude to the performance of assigned duties, conclusions are drawn about areas for improving activities, rewards and punishments, compliance or non-compliance with the position and further fate. A response to a specialist is signed by his head and a representative of the trade union; feedback on the leader - the top leader.

At the stage of attestation, it is carried out with the invitation of the attested civil servant to a meeting of the attestation commission. If a civil servant fails to appear at a meeting of the said commission without good reason or his refusal to attest, a civil servant is subject to disciplinary liability in accordance with the legislation of the Russian Federation on the state civil service, and the attestation is postponed to a later date.

The attestation commission considers the submitted documents, hears the reports of the certified civil servant, and, if necessary, his immediate supervisor on the professional performance of the civil servant. In order to objectively conduct certification, after considering the additional information submitted by the certified civil servant about his professional performance for the certification period, the certification commission has the right to postpone the certification to the next meeting of the commission.

The professional performance of a civil servant is assessed on the basis of determining its compliance qualification requirements on the civil service position to be occupied, his participation in solving the tasks assigned to the relevant unit (state body), the complexity of the work performed by him, its efficiency and effectiveness.

At the same time, the results of the execution of official regulations by a civil servant, professional knowledge and work experience of a civil servant, observance by civil servants of restrictions, absence of violations of prohibitions, compliance with the requirements for official conduct and obligations established by the legislation of the Russian Federation on public civil service, and when attesting a civil servant , endowed with organizational and administrative powers in relation to other civil servants - also organizational skills.

The meeting of the attestation commission is considered competent if at least two thirds of its members are present at it.

The results of the appraisal are communicated to the employee immediately after voting, are drawn up in the minutes of the appraisal commission and entered in the employee's appraisal sheet (compiled in one copy), which are signed by the chairman, secretary and members of the appraisal commission who took part in the vote.

The attestation sheet and presentation of an employee who has passed the attestation is stored in his personal file.

The results of the certification are reported to the head of the institution within a week.

Labor disputes related to certification are considered in accordance with the current legislation on the procedure for considering labor disputes.

Based on the results of the certification of a civil servant, the certification commission makes one of the following decisions:

a) corresponds to the civil service position to be occupied;

b) corresponds to the civil service position to be replaced and is recommended for inclusion in the established order in the personnel reserve for replacement vacant position civil service in order of promotion;

c) corresponds to the civil service position to be occupied, subject to successful completion of professional retraining or advanced training;

d) does not correspond to the civil service position being substituted.

The results of the attestation are entered in the attestation sheet of a civil servant, drawn up in the form in accordance with Appendix (Appendix B). The attestation sheet is signed by the chairman, deputy chairman, secretary and members of the attestation commission who were present at the meeting.

A civil servant gets acquainted with the attestation sheet against receipt.

The attestation sheet of a civil servant who has passed the attestation and a review of the performance of his official duties for the attestation period are stored in the personal file of the civil servant.

Within one month after the certification, based on its results, a legal act public authority or a decision is made by the representative of the employer that the civil servant:

a) is subject to inclusion in the established manner in the personnel reserve to fill a vacant position in the civil service in the order of promotion;

b) is sent for professional retraining or advanced training;

c) is demoted in the civil service.

If a civil servant refuses from professional retraining, advanced training or from transfer to another position in the civil service, the representative of the employer has the right to release the civil servant from the civil service position to be replaced and dismiss him from the civil service in accordance with the legislation of the Russian Federation on the state civil service.

After one month after the certification, the transfer of a civil servant to another position in the civil service or his dismissal from the civil service based on the results of this certification is not allowed. The time of illness and annual paid leave of a civil servant within the specified period is not counted.

A civil servant has the right to appeal the results of certification in accordance with the legislation of the Russian Federation.

Practical experience in the application of certification of employees of social protection bodies was considered on the example of the social protection department of the department of social protection of the population of the Krasnodar Territory in the city of Goryachiy Klyuch. In the study of the attestation process, the following methods were used: analysis of documents (in the USZN DSZN Kr. kr. in the city of Goryachiy Klyuch, all documents related to the work of the department and the certification process itself were studied); observation (collection of primary information about certification, the work of all departments); personal conversation (conversations with the head of the USZN DSZN Kr. kr. in the city of Goryachiy Klyuch, deputy head).

On December 1, 2006, in the SSZN DSZN of the Krasnodar Territory in the town of Goryachiy Klyuch, an attestation of the employees of this institution was carried out. The certification was passed by the deputy head of the institution, heads of departments of the institution, leading specialists of departments, specialists of categories I and II, technical performers. Certification of employees of the institution was carried out in the direction - examination of the professional competence of the person being certified. Certification was carried out in the form of an interview. The attestation commission included: the head of the personnel department of the DSZN of the Krasnodar Territory, two experts from the administration of the city of Goryachiy Klyuch, the head of the USZN DSZN Kr. cr. in the city of Goryachiy Klyuch, deputy head of the USZN DSZN Kr. cr. in the city of Goryachiy Klyuch.

The basis for the certification was the application of the employee, which is submitted to the certification commission of the management before July 1. The certified workers were familiarized with the submitted materials two weeks before the certification.

The results of the appraisal were reported to the employees immediately after the voting, which were drawn up in the minutes of the appraisal commission and entered in the employee's appraisal sheet (drawn up in one copy).

Attestation lists and representations for employees who have passed attestation are stored in their personal files.

15 people - Corresponds to the replaced position of the civil service;

5 people - corresponds to the civil service position to be filled and are recommended for inclusion in the established order in the personnel reserve for filling a vacant civil service position in the order of promotion;

4 people - corresponds to the civil service position to be substituted, subject to successful completion of professional retraining or advanced training;

During the certification, the following problems were identified:

Specialists of category I, II of the institution are not always independent, they wait for instructions from the heads of management departments, avoid independent decisions, and even in simple cases are not able to show perseverance and perseverance in achieving the goal;

The work experience of some attested specialists and practical skills are insufficient to successfully cope with the case;

The quality of work of individual workers is satisfactory, sometimes mistakes and negligence are made in work;

Poor knowledge, mainly of category II specialists, of the legislation of the Russian Federation and the Krasnodar Territory.

The certification commission and the head of the department in which the certification of employees was carried out made the following proposals to solve these problems:

For the most efficient work, the management personnel must show themselves to be more independent, demanding and persistent in their work, and for this it is necessary that the heads of departments provide their subordinates with the opportunity to decide on their own some issues related to their activities, but at the same time control the solution of these issues;

To improve the work experience, practical skills and knowledge of management employees, it is necessary to regularly retrain (retrain), improve the skills of management employees;

To improve the quality of work of management employees, it is necessary, firstly, to increase disciplinary responsibility, and secondly, to periodically conduct a study of the quality of services provided to clients who applied to the social protection authorities and, based on the results of the study, improve the quality of personnel work.

Summing up the above, it can be noted that the business assessment of an employee most often takes place in the form of certification. Its organizational implementation is formalized by an order for the organization, which gives it official status and provides the right to use the results obtained to make organizational decisions regarding a particular employee. Thus, attestation should be considered as the final, documented result of an employee's assessment.

Certification This is an important stage in the professional life of a social worker. The overall goal of certification is to improve the quality of activities through external evaluation and self-assessment of activities, understanding what has been achieved and designing further steps for professional development and professional development.

Certification and Independent evaluation qualifications

Along with the certification procedures adopted in the system of social services at the regional level, the procedure for independent assessment of qualifications for compliance with professional standards has been approved (Federal Law “On Independent Assessment of Qualifications” No. 238-FZ of 07/03/2016). The independent qualification assessment procedure is voluntary. Its meaning is that an employee who does not have vocational education, but having work experience, can remain to work in his position.

The certification mechanism provided for in Article 81 of the Labor Code of the Russian Federation is an internal tool of the employer and allows you to take into account both professional standards and current qualification characteristics. The results of the certification give the employer the right to terminate the employment contract or transfer to another position (if there are vacancies).

An experience Russian organizations social services shows that certification is mainly carried out for compliance with the position held. In some regions, the practice of assigning categories - second, first, highest - has been preserved. pedagogical, medical workers, workers of culture, physical culture and sports, holding positions in social service organizations, are certified in their departments, according to other rules.

The general requirement for all is application for attestation, presentation of the head to the attestation commission. Further attestation procedures are different: in some regions, the presence of a portfolio is mandatory, somewhere there are many forms of attestation.

Certification for compliance with the position held can take the form of an exam, testing, presentation of a portfolio, defense of a qualifying work.

In any case, attestation is an important step in the activities of any employee of a social service organization. Preparation for it is laborious, time-consuming, so some steps need to be done in advance.

Certification and professional standards

On January 1, 2015, professional standards in the field of social services came into force and began to be applied everywhere. To date, 12 have been approved:

1. social work specialist
2. Social worker
3. Head of social service organization
4. Head of the institution of medical and social expertise
5. Specialist in medical and social expertise
6. Specialist of the body of guardianship and guardianship of minors
7. Social Rehabilitation Specialist
8. Psychologist in the social sphere
9. Family work specialist
10. Tiflo sign language translator
11. Rendering Specialist public services in the field of employment
12. Assistant (assistant) for the provision of technical assistance to the disabled and persons with disabilities.

In 2017, the working group of the Ministry of Labor of Russia, together with the Ministry of Education and Science of Russia, Moscow State Psychological and Pedagogical University, Federal State Budgetary Educational Institution of Higher Education Russian State social university» and the All-Russian Research Institute of Labor of the Ministry of Labor of Russia updated professional standards some jobs in the social service sector. Documents already exist in the form of drafts, but will be adopted in the near future.

What changed?

Updated professional standards:

— “Specialist in rehabilitation work in the social sphere”, “Specialist in working with the family”, “Psychologist in the social sphere” (responsible organization of MSUPE);

- "Head of the organization of social services", "Social worker", "Specialist in social work" (responsible organization RSSU).

The main changes made to the draft updated professional standards based on the results of the work carried out are as follows:

• the names of the type of professional activity and the main purpose of the type of professional activity are specified;
• the classifiers of types of activity were corrected taking into account new regulatory documents;
• the formulations and characteristics of the generalized labor functions, including possible job titles, education and training requirements, practical work experience requirements;
• the wording of labor functions has been adjusted, labor actions necessary skills and knowledge in accordance with the main provisions federal laws: No. 442 - Federal Law "On the fundamentals of social services for citizens in the Russian Federation", No. 120 - Federal Law "On the fundamentals of the system for the prevention of neglect and juvenile delinquency", No. 124 - Federal Law "On the basic guarantees of the rights of the child in the Russian Federation", No. 181 - Federal Law “On social protection of disabled people in the Russian Federation, No. 159 - FZ “On additional guarantees for social support for orphans and children left without parental care”, No. 273-FZ “On education in the Russian Federation” and other documents regulating development public policy in the social sphere.

We publish Draft Professional Standards

Heads of departments are referred to the standard "Specialist in social work". When you click on the link, the download will start automatically, documents in .doc format.

What's next?

The SONNET editorial team reviewed both current and future professional standards. To help social workers who are planning their assessment, we suggest using SONNET resources

Please note that SONNET training events do not replace vocational training or advanced training, which are carried out exclusively educational organizations with the appropriate license.

Practical experience in the application of certification of social workers on the example of the Sochi KTSSO "Chaika"

Practical experience in the application of attestation of social workers was considered on the example of the Sochi Complex Center for Social Services (KCSO) "Chaika".

The legal address of the Center: Sochi, Dagomys, st. Delegate 12.

In the study of the certification process, the following methods were applied:

• 1. Questioning,
• 2. Analysis of documents (all documents related to the work of the center and the certification process itself were studied at the KCSO); observation (collection of primary information about certification, the work of all departments and employees of the center);
• 3. Personal conversation (conversations with the director of the center, deputy director for social work, head of the personnel department, secretary with recording the conversation on paper).

The center began its work on September 1, 1996. There are 4,000 people serving at the center. KTSSO "Chaika" actively cooperates with the Department of Social Protection of the Population, the Council of Veterans of the District Department of Social Protection of the Population, polyclinics, the society of victims of political repression, with trade enterprises, cinemas, the Krasnodar plant of medicines.

The structure of the center includes:

department of primary admission, analysis and forecasting(initial reception, identification of needs for services; dispatching work, information, advertising and propaganda, analytical and prognostic, methodical work);

urgent social service department(providing one-time emergency assistance (food packages, humanitarian aid) to citizens who find themselves in extreme conditions and are in dire need of social support; consultations (legal, psychological));

department for family and children(social and legal assistance, work with the family, social rehabilitation, safety prevention, social patronage are carried out);

department of social services at home(home care for disabled people of groups 1 and 2, pensioners, participants in the Great Patriotic War);

department of socio-medical care at home(service to wards who have partially or completely lost the ability to self-service);

day care unit(implementation of individual rehabilitation programs, catering, occupational therapy, cultural events, leisure activities);

department of medical and social rehabilitation ( therapeutic physical culture, manual therapy, herbal medicine, massages, psychological relief room);

department of psychological and pedagogical assistance ( occupational therapy, vocational guidance, psychotherapy, psychocorrection, emergency psychological assistance (helpline)).

Certification of employees of the KCSO was held on December 17, 2006. By preliminary order of the director of the center, a list of persons subject to certification for this period was prepared, schedules for its implementation in divisions, the composition of the commission, rules and criteria for certification were approved. A composition of five people was submitted for certification: the head of the day care department, the social work specialist of the emergency social service department, the social worker of the social service department at home, the nurse of the medical and social rehabilitation department, and the accountant.

The Deputy Director for Social Work draws up an attestation plan in accordance with the Regulations “On the procedure for attestation of employees of institutions and organizations subordinate to the Committee for Social Protection of the Population of Moscow, which are on budget financing”

The order on certification, the list of those being certified is read out.

The following documentation is being prepared for certification:

job descriptions;

feedback (characteristic);

job description (written by the heads of departments and the deputy director for social work).

The minutes of the meeting are kept by a PC specialist (secretary).

Applicant is invited.

The presentation-review is read out by the secretary.

The service description is read out by the head of the department.

Questions of the commission to the certified.

Comments and suggestions both from the side of the certified person and from the side of the commission.

At the preliminary stage, before certification, the director of the personnel department, using the biographical (historical) method, collects information about the certified: personnel data is analyzed (documents on education, study of the work book, etc.). All data is sent to the departments where the certified ones work.

An attestation sheet, a review (characteristic) for the person being certified, and a performance characteristic are being prepared for the meeting of the commission. In the center, the description of the head of the day care department was written by the deputy director for social work; for a social work specialist of the urgent social service department - head of the urgent social service department; for a social worker of the department of social services at home - the head of the department of social services at home.

It should be noted that before writing a review and job description, the head of the department using interview method (interview) talks with the employee in the "question-answer" mode to obtain additional data about him; using survey method conducts a survey of a person using a questionnaire for self-assessment of personality traits and their subsequent analysis; uses the so-called sociological survey- talks with employees of different categories who know the person being assessed well for his subsequent objective assessment; observation method allows you to observe the employee in informal (at tea parties, etc.) and working environments (photo of the working day); also applies peer review method(determining the totality and obtaining expert assessments of the ideal and real employee); and also used "critical incident" method- the manager creates a critical situation (for example, the dissatisfaction of the client of the KCSO about a poorly rendered service) and evaluates the behavior of the employee in the process of resolving it (goes into conflict, makes a difficult decision, avoids the conflict, etc.)

Based on the data received, the performance characteristics reflect:

Professional and ethical competence

availability of education

professional competence (knowledge, skills, experience)

degree of activity at work

sociability

motivation to work as a social worker

psychological stability

intelligence, culture

level of adherence to principles, ethics of a social worker

responsiveness, empathy, compassion of social workers.

Qualities of social work specialists necessary in the performance of official duties

ability to listen to customers

benevolence, kindness

competence, knowledge, outlook

ability to think logically

dishonesty, honesty

ability to make practical decisions

high general culture

the ability to organize assistance, to achieve a solution to the client's problems (efficiency in business)

personal charm

the ability to rely on the professional help of their colleagues at work

teamwork skills

respect for the client's point of view

The results of work for the period preceding certification.

At the same time, job descriptions for employees are also being prepared for the meeting to assess the performance of their job duties.

By order of the director of the KTSSO "Chaika", an approximate list of indicators was developed to assess the qualifications of employees:

• 1. Education.
• 2. Work experience in the specialty.
• 3. Professional competence.
• 3.1. Knowledge of the necessary regulatory documents governing the activity.
• 3.2. Ability to make quick decisions to complete tasks.
• 3.3. The quality of the work.
• 3.4. Ability to adapt to a new situation and adopt new approaches to solving emerging problems.
• 3.5. Timely performance of duties, responsibility for the results of work.
• 3.6. Intensity of work (the ability to cope with a large amount of work in a short time).
• 3.7. Ability to work with the disabled and the elderly.
• 3.8. The ability to predict and plan, organize, coordinate and regulate, as well as control and analyze the work of subordinates (for deputies, heads of departments).
• 3.9. The ability to quickly master issues that increase labor efficiency and work quality.
• 4. Industrial ethics, style of relations with colleagues and clients.
• 5. The ability to be creative and entrepreneurial.
• 6. Participation in commercial activities.
• 7. The ability for self-esteem, compassion and understanding of disabled citizens.

At the stage of attestation, a review is read out, a job description, the work of the person being certified for the past period is studied, questions are asked. The certification committee uses the most common methods for assessing labor productivity: forced choice method- the commission chooses from a set of descriptions of the employee those that correspond to him. A typical set of such descriptions includes indicators for assessing the qualifications of workers, developed by the director of the KCSO. An employee's performance is measured by a large number of selected positive descriptions; descriptive evaluation method- the commission describes the advantages and disadvantages of the employee's behavior in the implementation of professional activities; management by goals (tasks)- the activity of the employee for the past period, related to the implementation of the goals and objectives of both the KCSO and social work in general, is being studied; decision method- the attestation commission prepares a list of descriptions of the "correct" and "incorrect" behavior of employees in certain situations. These situations are called "decisive".

Based on the study of the work of the certified person for the period preceding the certification, the study of performance characteristics, a conclusion is made about the amount of “correct” behavior in such “decisive” situations, and other methods of personnel assessment are also used.

The minutes of the meeting of the attestation commission are kept by the secretary. Evaluation of the worker's activity and recommendations of the commission are adopted by open voting in the absence of the certified person.

According to the results of the survey of employees of the Chaika CSC in accordance with the certification plan for 2007, agreed with the Department of Social Protection of the Population of the Eastern Administrative District, the head orders:

confirm the compliance of the position held and the category of remuneration according to the Unified Tariff Schedule for the following employees…………

to confirm compliance with the position held and to establish from 01.01.2002 the following categories of remuneration according to the UTS for the following employees.

It should be noted that in connection with the Decree of the Ministry of Labor and Social Development of the Russian Federation of May 31, 2001 No. 45, the range of salary categories for the position of "social worker" has changed from 3-8 to 5 to 8.

The results of certification are of great importance for the head of the KCSO as a specialist in personnel management. Studying the results of certification, the manager develops recommendations, his attitude to improving the efficiency of work together with the Department of Social Protection of the Population and other organizations.

The Department of Social Protection of the Population, in turn, receives data on the past certification, the development of the director of the center on future performance, and, together with the Committee for Social Protection of the Population of Krasnodar, develops methodological recommendations that are sent to the center.