Special social services: from disunity to integration

The implementation of the "The Model of Integrated Special Social Services - Client-Oriented Approach" project (implemented by the ZUBR Social Corporate Fund with the support of USAID and the Eurasia Foundation of Central Asia within the Initiative to Support Effective Governance) is in full swing in the East Kazakhstan region. East Kazakhstan is a pilot for the approbation of a similar model for the provision of integrated special social services (SSAs).

The basis for the launch of the project was three key problem areas in the field of special social services:

- the interdepartmental disunity of the main "suppliers" of SSAs (social protection, education, health care), including non-governmental organizations (NGOs) seven years ago;

- "lagging" in the implementation of the principle of complexity (when each sphere offers its own set of services based on the approved standards without a "case management" system in relation to the situation of a particular SSA consumer).

- lack of an effective procedure for measuring the level of satisfaction of different categories of SSA users (quality monitoring).

Why is it an integrated approach, and is it more profitable than the existing approach of providing special social services? Today, the planning of the volume of SSAs is carried out primarily on the principle of "from the institution,” regardless of how much recipients really need and prefer a particular supplier. Further, it is not uncommon for specialists from different spheres to work with the same person - for example, healthcare workers and those who work in the sphere of social protection. Each sphere, however, works according to its own plans, and does not coordinate with others. Unfortunately, this approach often does not bring about desired results.

The integrated approach intends for the provision of SSAs to be, first and foremost, focused on the consumer and their needs. It is important to strive to ensure that the individual herself can choose the type and scope of services necessary for them, and select and combine different service providers, i.e. it should be possible to replace the "complex lunch" with a "buffet.”

The integrated SSA model, which looks to be developed in the project, will simplify the approach to providing special social services, both for suppliers and consumers. Recipients of the SSA (experimental group) will also be involved in the development of this model, and they will co-author the process of improving the quality of their lives.

The idea of modernizing the SSA system and introducing an integrated approach that involves changing the key planning principle from “the interests of the department" to "customer satisfaction" has already found support at the regional and Republican levels. The project is continuing — experimental group's work has been launched, and the painstaking work of the analytical group on the development of the integrated SSA model lies ahead.

V.O. Kulik, Director of ZUBR