The management of the Düsseldorfer Drogenhilfe e. V. in undertaking the introduction and implementation of a quality management system. It will specify both the quality policy and quality objectives, will ensure that the staff are aware of them and will reformulate them should any changes occur. By being in constant dialogue with all interested parties, it will ensure that the continuing appropriateness is in place or that adjustment will take place. This will guarantee that external and internal quality standards are fulfilled.

Our quality management system has been certified by the TÜV Rheinland Cert GmbH.

• 29 June 2010 - Counselling (out-patient therapy, counselling and referrals, addiction prevention)
• 16 June 2011 - Living (assisted living and individual support plans)

Besides other quality standards, what is of primary importance for us is giving people perspectives and keeping people's hope alive. This is expressed in our motto:

… so that you don't miss a moment of the future!

Interested parties

As a lively and innovative social services organisation, we feel obliged to satisfy the fast-changing needs of the interested parties as well as to continually develop and improve the services we offer.

The expectations of all interested parties form the basis of the contents and structure of our social services. At the same time, we regard honesty, trustworthiness, transparency and continuity as our underlying principles. The impression we leave behind with the services we offer, but also with our dealings with others, determines their level of satisfaction.

Staff

Informed members of staff assume responsibility for the quality of our services and their continuous improvement. They work according to the principle of "quality is everybody's job" and actively contribute towards carrying out continual quality improvement. They know the standards in their area of operations, independently seek out the information they lack, recognise not just mistakes but also potential sources of error and either remedy them within the framework of their powers or inform the people responsible for quality.

The quality of the services we offer depends on the commitment and qualifications of our staff as well as the information, documentation and work equipment used. That is why we place great importance on development and learning as well as the provision of a suitable infrastructure. A good working atmosphere which everyone feels responsible for is hugely important for motivation. The joy of work increases when one can feel the quality of the working relationship you have with your colleagues over the long term.

Processes

As a non-profit organisation, we respond to existing needs within society and are independent of political majorities as well as of public opinion. That is why the laws of the free market only apply to a very limited extent. In order to be and remain competitive, processes relating to innovation and building up the trust of the public are indispensable.

On the basis of internal and external quality standards along with suitable monitoring of all the circumstances that influence quality, internal processes and operational processes are constantly being optimised. Existing services are changed or re-developed if and when required. The members of staff feel responsible for the fulfilment of the contracts with the service providers in question and the working relationship with the cooperation partners.

Cost-effectiveness

In times when social work is increasingly being economised on, we act responsibly, react competently and work in a cost-based way. Business-minded thinking and acting ensure our financial basis. Staff pay attention to the handling of resources and observe working instructions. They know their effects on the facility and thus on their own workplace.

There is a functioning reporting system. What has actually been achieved is systematically compared to the planned target. Any deviations are analysed and causes and their impacts determined. The need for action is highlighted and measures to achieve the objectives or to avoid undesirable developments are established. They are identified, evaluated, kept track of and strategies for dealing with them developed.