© This document is officially registered under the name of the Abu Dhabi Department of Community Development as an intellectual work with the

© This document is officially registered under the name of the Abu Dhabi Department of Community Development as an intellectual work with the
relevant government authorities in the United Arab Emirates. No entity may use any part or the entirety of this document without official permission
from the Department.
" Reyada "
Quality Assessment Framework for
Social Care Services
Second Edition

Reyada for Social
Care Services
Quality Assessment
2
Preface
In February 2018, the late Sheikh Khalifa bin Zayed issued Law No. (12) of 2018 on the establishment
of the Department of Community Development, to declare the Department as the regulator of the
social sector in the Emirate of Abu Dhabi. With the joint efforts of various public and private
institutions, the Department of Community Development (DCD) started to take shape as an
organization to uphold the Emirati values of sustainable growth and social development, as
envisioned by our founding father, Sheikh Zayed, may God have mercy on his soul.
Under the guidance and leadership of His Highness Sheikh Mohammed bin Zayed Al Nahyan,
President of the UAE and Ruler of Abu Dhabi and following the Abu Dhabi Economic Vision 2030
to ensure balanced social development, the Department of Community Development aims to
promote and invest in the talents and assets of our communities to help them develop, grow, and
thrive.
Going by this legal mandate, DCD has focused within its organizational vision on the importance of
providing and guaranteeing a dignified life for all residents in the Emirate, especially the vulnerable
groups. With that, DCD worked to develop a regulatory framework for the entire Social Sector with
the aim of contributing to DCD’s overarching vision and refining the quality of Social Care Services
provided to Beneficiaries in the Emirate.

Reyada for Social
Care Services
Quality Assessment
3
Quality is an integral component of the regulatory framework and is considered as an enabling tool
to implement the underpinnings of the larger regulatory framework and activate the process of
materializing six major outcomes which are:
Protecting the well-being of citizens and the best interests of beneficiaries.
Ensuring compliance with set social care standards and adopting a transparent
model for assessing the quality-of-service provision.
Adopting international standards and aligning with leading global practices.
Supporting and promoting the provision of high-quality Social Care Services in
the Emirate.
Ensuring that Social Care Professionals have the required qualifications and skills.
Encouraging on-going innovation and development in the field of social care.
To achieve the desired outcomes and ensure the quality of the provided services, the DCD developed
this manual to be a quality reference for social care providers in the Emirate alongside the other
DCD regulatory standards.

Reyada for Social
Care Services
Quality Assessment
4
Contents:
Preface 02
SECTION A - About this Document 08
1. Overview of the Department of Community Development 09
• Vision 10
• Mission 10
• Values 10
• Themes 10
1.1 Role of the Department of Community Development (DCD) in Social Care 10
1.2 Introduction to Quality Assessment Framework 11
2. Purpose 11
3. Principles 11
4. Objective 12
5. Scope 12
6. Development of Quality Assessment Framework 14
7. Assessments & Continual Improvement 14
8. Support and Development 14
9. Domains of the Standard 15
10. Guidance to the Standard Requirements 15
11. Domain Specific Requirements 16
SECTION B - Domain 1: Leadership & Governance 17

Reyada for Social
Care Services
Quality Assessment
5
1.1 Establishing beneficiary-centered strategic direction 19
1.2 Governance structures and compliance with regulations 22
1.3 Regulatory and compliance 28
1.4 Collaborative relationships and stakeholders' management 30
1.5 Establishing a culture of quality and continuous improvement 33
SECTION C – Domain 2: Safety 35
2.1 Safeguarding beneficiaries from harm, abuse, neglect, and exploitation 37
2.2 Managing risks to beneficiaries and promoting their safety 40
2.3 Protecting beneficiaries’ safety, rights, privacy, and data confidentiality 41
2.4 Competent staff to manage risks and promote beneficiaries' safety 43
2.5 Emergency and crisis management and preparedness 45
2.6 Responding to concerns about beneficiaries’ safety 47
2.7 Monitoring the safe use and proper handling of medicines and medical records 50
2.8 Protecting beneficiaries and staff from infection 51
2.9 Food safety and hygiene 54
SECTION D –Domain 3: Effectiveness 56 57
3.1 Performance management measures to drive effectiveness and quality of care 59
3.2 Effective service design and provision 62
3.3 Coordinated and effective referrals 66

Reyada for Social
Care Services
Quality Assessment
6
3.4 Performance monitoring and evaluation 67
3.5 Driving innovation and continuous improvement 69
SECTION E – Domain 4: Beneficiary Centricity 70
4.1 Compassionate and inclusive care 73
4.2 Beneficiary-centered care planning and provision 75
4.3 Staying socially active and connected 78
4.4 Effective complaints and concerns management 79
4.5 Inclusive services and facilities 81
4.6 Customer's insights and satisfaction 83
SECTION F – Domain 5: Sustainability 86
5.1 Establishing an Approach to Sustainability 89
5.2 Sustainability of human capital 90
5.3 Sustainability of the environment 92
5.4 Sustainability of finances 93
5.5 Sustainability of knowledge through research and development 94
SECTION G –Service Specific Standards 95
6. Counselling 99

Reyada for Social
Care Services
Quality Assessment
7
6.1 Leadership & Governance 99
6.2 Safety 101
6.3 Effectiveness 103
6.4 Beneficiary Centricity 106
7. Integrated Case Management 107
7.1 Leadership and Governance 107
7.2 Safety 109
7.4 Beneficiary Centricity 111
8. Sheltering 112
8.1 Leadership and Governance 112
8.2 Safety 115
8.3 Effectiveness 117
8.4 Beneficiary Centricity 119
APPENDICES 122
References 123
Legislations and Regulations 123
Definitions 124
Abbreviations 132

SECTION A
About this Standard

Reyada for Social
Care Services
Quality Assessment
9
1. Overview of the Department of Community Development
The Department of Community Development (DCD) was established in 2018 to cultivate,
coordinate and regulate the social sector in Abu Dhabi and to play a central role in facilitating,
organizing, and coordinating the contributions of individuals, governmental entities, NGOs, and
private corporations.
Guided by its vision to enrich the community of Abu Dhabi and the UAE and to provide a dignified
life for all, the Department is responsible for policymaking and for developing, organizing, and
reinforcing social programs. It also coordinates with the concerned parties to monitor, track,
and address social trends in the emirate.
The Department’s organizational role includes creating the legal framework for establishing
places of worship, community associations, clubs, and sports establishments, along with
setting the standards for licensing, inspection, and auditing of these entities. The Department
also recommends action that needs to be taken to support various categories of people in need
to the Executive Council.
In addition to its organizational role, the DCD works to support and stimulate investments and
innovations in the social sector, by developing policies and spreading awareness about social
involvement and contribution.
The Department’s mandate also extends to developing the policies needed to increase
participation in sports activities, support local athletes and promote their talents locally and
internationally.
The Department of Community Development works alongside the Executive Council to support
the vulnerable groups in the Emirate, by creating the necessary frameworks and mechanisms
to ensure they are provided with the right kind of support. Furthermore, the Department helps
develop the policies and standards for fostering children in the Emirate and sets the conditions
governing all involved parties.
The Department’s mandate also includes any other specialties and missions assigned by the
executive council to be a part of its mandate.
As the custodian of Abu Dhabi’s social sector agenda, it strives to raise the quality of services
in the sector, create an inclusive and cohesive society in the Emirate, provide opportunities
and services for all individuals in Abu Dhabi to grow economically and socially, build integrated
communities, and ensure a decent standard of living for all members of the community.

Reyada for Social
Care Services
Quality Assessment
10
Vision
Dignified life for all
Mission
To promote a sustainable society and economy that is transparent and
responsive to the needs of Abu Dhabi’s diverse and growing community,
through the active participation of all local agencies.
Values
Respect, credibility, empathy, responsibility, passion for giving, and kindness.
Themes:
Financially stable
individuals
Resilient and caring
families
Inclusive, active, and
cohesive society
1.1. Role of the Department of Community Development (DCD) in Social Care
Law (12) of 2018 establishes DCD as the regulator of the Social Sector in Abu Dhabi with the
following functions:
“Monitoring and supervising the social care sector in accordance with the relevant legislation,
agreements and treaties in force locally and internationally in the sector and in coordination with
the relevant authorities in the country and abroad.” Article 4, Clause 5; and: “Governing all
aspects of the social sector through policy development, standards, regulations, decisions,
operational and executive announcements.” Article 4, Clause 6.
To achieve the above, the Department of Community Development (DCD) has established the
Quality Assessment Framework - Reyada to ensure and enhance high quality social service
provision and practice in social care facilities within the Emirate of Abu Dhabi.

Reyada for Social
Care Services
Quality Assessment
11
1.2. Introduction to Quality Assessment Framework
The objective of Reyada is to improve the quality of social services and standardize the
principles of delivering high-quality social services in the Emirate of Abu Dhabi. This is achieved
by promoting a culture of quality and accountability through systematic assessments. The
structured assessment serves as a robust check, ensuring that services align with evidence-
based standards, identifying areas for improvement, and facilitating continual enhancements.
The Quality Assessment Framework - Reyada is a quality assessment and development
system for the social care sector and represents a landmark initiative for social care services in
Abu Dhabi. For the first time, it brings together a shared framework that will define the sector,
enhance policy coherence, support coordination, and aid service connectivity.
Reyada framework will ensure and enhance high-quality social service provision and practice
in Abu Dhabi. This comprehensive framework sets out the context and structures, domains,
criteria, outputs, and evidence required to embed and enhance a quality assurance system
for social care services. This commitment to excellence is a collaborative effort involving all
stakeholders responsible for policymaking, service provision, and practice across the social
services infrastructure.
Reyada framework will provide assurance and accountability for all stakeholders and service
beneficiaries involved in the social services ecosystem.
2. Purpose
The purpose of the Quality Assessment Framework- Reyada is to ensure and enhance high-
quality social service provision and practice in Abu Dhabi.
3. Principles
The design of the Quality Assessment Framework - Reyada is anchored in a set of core
principles that guide its development and implementation. These principles serve as the
foundational values shaping Reyada framework’s structure and operation, ensuring a robust
and purposeful framework. The key guiding principles include:
• Customer centricity
• Well led and effective governance
• Trust and transparency
• Continuous improvements
• Innovation and sustainability

Reyada for Social
Care Services
Quality Assessment
12
4. Objectives
The aim of Reyada framework is to standardize these principles underpinning high quality
social service by providing:
• Clearer information and definition of the work.
• Stronger platform for determining evidence of impact and assessment.
• Enhanced culture of accountability, transparency, and resource effectiveness.
• Improved quality of service provision and outcomes for service beneficiaries.
• Strengthened connectivity between policy, service provision and practice.
• More coherent and coordinated approach to structure the social sector.
• Pathways for continuous improvement and a commitment to excellence.
• Strategic and sustained development of the social sector ecosystem.
5. Scope
Reyada framework applies to all social service facilities from Private, Government and Third
sector entities or institutions providing social care services in the Emirate of Abu Dhabi.
Social Care services provide a spectrum of integrated and multi-disciplinary services which
provide care, social support, protection, and empowerment of individuals or families/
custodians to promote social well-being and inclusion through an independent, active, and
well-led life. Social Care Facilities include the following types of services provision:

Reyada for Social
Care Services
Quality Assessment
13
1. Day-care and Therapy
This type represents Social Care Services offered in facilities where individuals spend a specific
number of hours in a day to receive temporary care, counselling, a particular kind of therapy,
or any other social work-related services. This type of service provision requires a physical
space to provide the service. This type of service provision offers:
1. Social work services including, but are not limited to, child and family welfare services, child
protection, addiction rehabilitation, case management, employment placement for
people with disability and other vulnerable groups', sheltered workshops services for people
experiencing disadvantage or disability.
2. Day-care and personal assistive care.
3. Counselling, psychological, and educational support.
4. Special education services
5. Rehabilitation of People of Determination.
6. Early educational and rehabilitative services.
7. Educational psychological assessment.
8. Psychological and behavioral therapy.
9. Social, psychological, and family counselling.
2. Supported Accommodation:
Temporary or permanent residential care and support for non-medical purposes, for example
shelters for the abused and distressed, orphanages, homes for the Elderly, and homes for the
People of Determination (PoD).
3. Community-based Services:
Provision of social care and support outside the social care facility and inside the natural
environment of the beneficiaries, such as at home, school, or other community settings. For
example, such services would include community-based social rehabilitation, respite care for
families and caregivers, assisted living services, and home-based therapy.
4. Digital & Teleservices:
Provision of social care services digitally via telephone, video, or audio conferencing, for example
providing remote support, consultation, and teletherapy.

Reyada for Social
Care Services
Quality Assessment
14
6. Development of Quality Assessment Framework
The development and implementation of a Quality Standard Framework for the social care
sector is a critical requirement for the Emirate of Abu Dhabi. Recognizing the substantial
relevance and importance of quality standards across the sector, the DCD initiated the
development of the Quality Assessment Framework - Reyada with the goal of supporting the
achievement of a world-class social services ecosystem in the Emirate of Abu Dhabi.
Reyada was developed through comprehensive process and collaborative effort led by the
DCD. This involved a review of national and international quality frameworks and input from
international experts in the areas of quality assessment and social care policy and provision. It
also involved an assessment of the implementation readiness of the social care sector in Abu
Dhabi, in addition to alignment with related initiatives being progressed in the DCD.
In developing Reyada framework, the aim was to ensure that the framework was informed by
best practice models yet was fitting to the culture and context of the social care ecosystem
in Abu Dhabi.
7. Assessments & Continual Improvement
Reyada framework, being a mandated quality standard for social care service providers to
engage with on an ongoing basis, the Department of Community Development shall conduct
assessments to measure the performance of social service providers that is initially focusing on
providing support through identified gaps as findings. Monitoring for continual improvements
shall be made through follow-up assessments based on implemented corrective actions. The
DCD quality monitoring department shall conduct the assessments through an authorized
third-party and partner, which is working closely with the DCD to ensure the provision of first-
in-class quality assurance services.
8. Support and Development
The Department of Community Development will be closely following up with the
implementation progress of the Reyada Standard and ensuring there are effective channels
for receiving feedback and providing support for the social service providers. The DCD will
work closely with the implementation partner who will be conducting regular reviewing and

Reyada for Social
Care Services
Quality Assessment
15
development of the Quality Assessment Framework. Such reviews aim at sharpening the
framework and its scoring and assessment methodologies to ensure that it embodies the
most effective and practical approach to implementing, measuring, and assessing high quality
social services in the Emirate.
9. Domains of the Standard
10. Guidance to the Standard Requirements
a. Each domain starts with an introduction detailing the importance of its presence in the
framework with certain key characteristics.
b. Following the introduction, each domain has sub-domains that are identified with the
first level decimal. Each sub-domain includes a number of criteria that represent a group
of requirements.
c. Each criterion is followed by guidance which acts as an explanation of the requirements
to facilitate better understanding of the expected regulatory requirements.
d. Further to the requirements and following the guidance is Required Evidence statements
that serve as the evidence of compliance demonstration to stated requirements for each
criterion under all domains.
• Identified as Core or Non-core; where Core Evidence (requirement) has double the
weight compared to non-core evidence due to having higher level of significance for
compliance with the requirements.
• Core Evidence in this Standard is in red colour font.

Reyada for Social
Care Services
Quality Assessment
16
11. Domain Specific Requirements
Listed below are the requirements under each domain that are applicable to all service delivery
modes and all service providers.
Each criterion is followed by guidance which acts as explanation of the evidence (requirement) to
facilitate better understanding of the expected regulatory requirements.

Reyada
17
SECTION B
Domain 1: Leadership &
Governance

Reyada for Social
Care Services
Quality Assessment
18
Leadership and Governance is a fundamental pillar within the standard as it serves as
the guiding force behind the ethical and effective delivery of social care services. This domain
encapsulates the essence of responsible stewardship, visionary leadership, and the
commitment to upholding the highest standards of care. Within this domain, social care
organizations recognize that the quality and impact of their services are intricately woven
into the fabric of their leadership and governance structures.
Leadership, in the context of social care, transcends mere management; it represents the
embodiment of compassionate, ethical, and forward-thinking guidance. Effective leadership
ensures that the organization's mission and values are not mere words on paper but are lived
and practiced by everyone involved in providing care. It champions the rights, dignity, and
well-being of those under its care, fostering a culture of respect, empathy, and excellence.
Governance, on the other hand, establishes the framework for accountability, transparency,
and prudent decision-making. It is the system of checks and balances that safeguards the
organization's integrity, ensuring compliance with ethical principles and regulatory standards.
It is the cornerstone of responsible resource management, guaranteeing that financial and
operational resources are used wisely and in the best interests of the beneficiaries.
Within the "Leadership and Governance" domain, social care organizations commit to the
highest standards of leadership and governance, setting the stage for delivering services that
are not only effective but also ethically sound. By delving into the key characteristics of this
domain, it unveils the critical elements that shape the essence of exemplary leadership and
governance in the social care context.
Key Characteristics of Leadership and Governance

Reyada for Social
Care Services
Quality Assessment
19
1.1 Establishing beneficiary-centered strategic direction
1.1.1 Criterion
The leadership and management develop beneficiary-centered strategic direction, values,
vision, and mission that are well communicated to the organization's stakeholders.
Guidance to Criterion:
1. The leadership and management of the organization set its strategic direction and
define its vision, mission, values and objectives, ensuring they are aligned with the
core principles of exemplary social care, such as person-centered care, observance
of beneficiaries’ dignity and respect and the promotion of their independence and
empowerment.
Strategy development and planning activities should maintain an alignment with
the broader objectives and vision of the Department of Community Development
and the wider social sector in Abu Dhabi.
Specific & Tangible
Aspirational
Values
Vision
Mission
Strategic Objectives
Actions and KPIs
What do we stand for?
Where are we going? What do we aspire to achieve?
What do we do? What do we do it for?
How are we going to progress?
What do we have to do? How do we know we did it?

Reyada for Social
Care Services
Quality Assessment
20
2. Arrangements are made to engage the organization's key stakeholders, such as its
staff, beneficiaries and their families, partners, suppliers, regulators, and, where
possible, the wider community, in developing its strategy and in its regular reviews.
This development and review exercise should involve a comprehensive assessment
of the beneficiaries' needs and expectations, as well as the expectations of the
other relevant stakeholders.
3. The organization maintains documentation of its Strategic Plan, including the
values, vision, mission, and objectives, in a way that is easily accessible to all staff.
It also ensures the regular communication of its Strategic Plan to all relevant
stakeholders.
The leadership consistently demonstrates a strong commitment to the
organization's values and vision in their daily interactions with the staff and
beneficiaries.
4. The organization defines its values, which govern its efforts to deliver its mission.
Values which emphasize good notions such as respect, kindness, compassion,
dignity, equality, safety, and well-being are recommended.
The chosen values are aligned with the organization's vision, mission, and
objectives, where staff members strive to embody them during care provision.
Required Evidence:
1. Records of strategic planning meetings to draft and review the organization's vision,
mission, values, and objectives, while ensuring their alignment with those of the
DCD and the social sector.
2. Records of participation of the organization's relevant stakeholders (beneficiaries,
their families, staff, partners, suppliers, regulators, community) in developing or
reviewing its strategy.
3. Documentation and communication of the organization's strategy, including its
values, vision, mission, and objectives, to its relevant stakeholders.
4. Documentation of the organization's defined values and their alignment with its
vision, mission and objectives.

Reyada for Social
Care Services
Quality Assessment
21
1.1.2 Criterion
Staff's awareness and orientation with the organization's Strategic Plan and its alignment
with their roles.
Guidance to Criterion:
1. The organization provides training and awareness activities to ensure its staff
understands the different components of its strategy and how they are related to
their own roles.
It also explains the organizational values to all its stakeholders through various
means, such as mission statements, policy documents, and orientation materials."
2. The organization uses various methods to seek feedback from its staff on its
Strategic Plan, assessing and promoting their understanding and commitment to it.
3. Upon joining, new staff receive an orientation covering all important and required
organizational knowledge, such as the organization's vision, mission, values, code of
ethical conduct, strategic objectives, organizational structure, and human resources
policies and procedures.
The onboarding orientation also includes welcoming processes as well as
communication of accessibility adjustments and inclusive behaviours adopted to
ensure the inclusivity of the workplace. Refreshers of such orientation sessions are
provided as and when needed to ensure staff's awareness of the organization's
important expectations”.
Required Evidence:
1. Training and awareness activities for staff and management covering the
components of the organization's Strategic Plan.
2. Feedback from staff to gauge their understanding of the organization's strategy and
the alignment with their individual roles and objectives.
3. Records of orientation given to new staff covering all the organizational knowledge
needed and the staff's duties.

Reyada for Social
Care Services
Quality Assessment
22
1.2 Governance structures and compliance with regulations
1.2.1 Criterion
The management ensures the organization has effective organizational structure,
policies, and processes.
Guidance to Criterion:
1. The organization designs and communicates an effective organizational structure
that demonstrates its hierarchy and supports the accomplishment of its mission
and strategic objectives. This structure should outline the main roles within the
organization along with their corresponding reporting lines.
2. Developing and maintaining process maps (flow charts) for all of the organization's
critical services. Mapping of processes should cover all services classified as critical
for the organization, whether operational or administrative.
Each mapped process should indicate the process inputs, outputs, steps, responsibility,
and timeframe for each step.
3. Developing and maintaining Standard Operating Procedures (SOPs) for all of
the organization's critical processes to ensure consistency and efficiency among
practitioners and service providers.
Each SOP should provide detailed information for each step of the procedure,
including, but not limited to, the inputs, outputs, ownership, stakeholders, timeframe,
templates and forms used, governing legislations, regulations, and bylaws, and
KPIs with targets.
4. The organization's critical processes should be reviewed and updated periodically
to ensure they are streamlined, introduce enhancements, reflect best practices, and
promote customer satisfaction.
Required Evidence:
1. Documented and communicated organizational structure that outlines roles and
reporting lines within the organization and its different facilities.
2. Processes flow charts for the organization's critical services.
3. Standard Operating Procedures for the organization's critical services, ensuring
consistency and efficiency.
4. Specific process improvements or enhancements resulting from updating and
streamlining of processes.

Reyada for Social
Care Services
Quality Assessment
23
1.2.2 Criterion
Human resources system of policies, guidelines, and clear roles and responsibilities that
are well communicated.
Guidance to Criterion:
1. The leadership and management understand the value generated from attracting
and retaining qualified human resources to achieve its mission.
The organization establishes a comprehensive human resources management
system that is compliant with the relevant legislations and regulations in the
Emirate. The system consists of policies and guidelines to govern the organization's
processes for talent acquisition and recruitment, promotion and rewards,
disciplinary and grievance, and training and development.
2. The organization annually plans its manpower requirements, which is an important
input to its annual financial planning and budgeting. It takes into consideration the
human resources requirements for all the facilities under its governance.
Manpower planning takes into consideration the organization's mandate, regulatory
and licensing requirements, customers' needs, market trends, and best practices to
determine the level of staffing and skill mix required to provide its services and meet
the needs of the beneficiaries it serves.
3. Develop and document detailed and comprehensive job descriptions for all
positions within the organization, aligning them with the organization’s mission and
objectives.
Each job description should outline the relevant roles, responsibilities, and duties, as
well as work experience, academic and technical qualifications, skills, and any other
relevant expectations for each position.
Effectively communicate job descriptions to the relevant staff members to ensure
their understanding of them through orientation, training, and written materials."
Human
Resource
System
1
2
3
4
5
6 Work environment
7 Succession planning
Recruitment and selection
Onboarding
Training and development
Performance management
Communication and benefits

Reyada for Social
Care Services
Quality Assessment
24
Required Evidence:
1. "Human resources system of policies and guidelines, including:
• Talent acquisition and retention.
• Promotion and rewards.
• Disciplinary and grievance.
• Training and development.
2. Manpower planning indicating human resources' requirements at the organization's
(and facility's) level.
3. Job descriptions for all positions within the organization, indicating key roles and
responsibilities, required qualifications, experience, and skills, are communicated to
relevant staff.

Reyada for Social
Care Services
Quality Assessment
25
1.2.3 Criterion
Qualified human resources that possess the necessary competencies and experience to
effectively perform their roles.
Guidance to Criterion:
1. The organization establishes a robust recruitment and selection process that ensures
candidates for leadership and managerial roles meet the required qualifications and
experience.
It recruits qualified and competent professionals whose qualifications and
credentials records are maintained, including their equivalency, attestations,
certifications, experience letters, and resumes.
The organization carries out background checks prior to the recruitment of staff who
will be dealing with vulnerable individuals, such as children and PoD, to ensure their
long-term safety.
2. Develop and implement a supervised training program dedicated for new joining
staff who deal with beneficiaries as part of their daily jobs. The program should cover
role-specific duties, skills, and on-the-job training relevant to each role providing
sufficient confidence in their readiness for practice and the provision of services.
3. Ensure staff rotations are designed to always have staff with the right mix of skills,
competencies, qualifications, and experience present at all times to meet the needs
of beneficiaries in Supported Accommodation facilities.
4. The organization must strive to recruit certified and qualified professionals as
required by the regulatory body and support them to maintain their certification.
The organization should maintain and update records of the valid professional
licenses of its social care and healthcare professionals and be ready to present them
when required by the regulatory body.
5. The leadership and management set and implement accountability measures, such
as annual performance appraisals for all staff, including administrative, managerial,
and technical personnel (therapists).
Regular performance reviews are conducted to ensure that staff possess the
necessary experience and competence in their respective roles and to identify areas for
improvement. The performance appraisal criteria encompass set objectives on
staff's competence, contribution to continuous improvement, continuous
professional development outcomes, and any other necessary performance
indicators.
6. The leadership and management ensure that staff who do not meet satisfactory job
performance have intervention and training plans to help promote their
performance and ensure they meet the set objectives and standards for their roles.

Reyada for Social
Care Services
Quality Assessment
26
Required Evidence:
1. Maintained verified qualifications for staff, including attestation and equivalency, as
well as experience letters and resumes.
2. Records of training program for new staff focused on role-specific duties and skills
emphasizing supervised on-the-job training.
3. Staff rotations ensuring the effective continuation of care in facilities providing
Supported Accommodation.
4. Listing and records of updated professional licenses for social care and healthcare
professionals.
5. Performance appraisal records for staff and management, incorporating objectives
for continuous improvement and continuous professional development.
6. Implemented action plans and corrective measures to address staff's unsatisfactory
performance.
1.2.4 Criterion
Effective financial planning and management through monitoring of financial objectives
and key performance indicators.
Guidance to Criterion:
Budgeting and Financial
Planning
Effective
Financial
Planning and
Management Accurate Bookkeeping
and Accounting
Compliance and
Transparency
Financial
Reporting
Internal Controls

Reyada for Social
Care Services
Quality Assessment
27
1. The organization develops an annual operational plan that translates its strategic
objectives into actionable activities. The plan should reflect defined operational
objectives that are aligned with its strategic objectives and reflect the organization's
day-to-day activities.
Each operational objective should have a corresponding SMART key performance
indicator (KPI) that is specific, measurable, achievable, relevant, and time bound.
The ownership and responsibility for each KPI, method, frequency, unit of
measurement, and target should be defined and documented.
2. The leadership and management establish financial objectives that are aligned with
and support its strategic and operational objectives.
Annual financial planning and budgeting of the organization's activities,
incorporating all the resources, including human, information technology, assets, and
logistics required to deliver the organization's mission and objectives.
3. The leadership and management establish follow-up activities such as regular
meetings and reporting to stay informed about the organization's financial status
and budget spending, addressing any concerns and implementing improvements.
Required Evidence:
1. Annual operational plan that ensures the translation of the organization's strategic
objectives into actionable activities, indicating roles and responsibilities, allocated
resources, and measurable key performance indicators.
2. Financial planning indicating identification and allocation of resources (budgeting).
3. Periodic financial reporting to the leadership and management, adopting reporting
best practices.

Reyada for Social
Care Services
Quality Assessment
28
1.3 Regulatory and compliance
1.3.1 Criterion
The leadership and management ensure the organization's compliance with applicable
laws and regulations.
Guidance to Criterion:
1. The management ensures that it identifies, updates, and documents all relevant laws,
regulations, and bylaws that govern the organization's activities and communicates
them to the relevant staff to ensure their compliance.
2. The management ensures that it develops, updates, identifies, and documents
all the relevant compliance policies, frameworks, and standards relevant to the
organization's internal and external activities.
Listing and records of such compliance tools are communicated and demonstrated to
the relevant staff to ensure their awareness and adherence to them, ultimately
promoting beneficiaries' safety and regulatory compliance.
3. The organization implements a quality management system, including planning and
conducting of regular risk assessments and internal audits to identify gaps in
regulatory compliance and conformance to policies and quality standards.
4. The organization addresses and responds to its internal and external audit activities,
which identify gaps in compliance or conformance.
Implementation of corrections and corrective actions to ensure closure of the
identified non-compliance or non-conformance. Lessons learned should be
documented and shared with the relevant parties to ensure future compliance.
5. The organization ensures its timely submission of all reporting requirements to the
relevant governmental oversight and regulatory bodies.
Maintain records related to compliance and conformance efforts, including
policies, standards, procedures, audit reports, and any relevant communications
with regulatory bodies.
6. The leadership and management ensure the provision of continuous awareness and
training activities to promote staff's knowledge and understanding of all relevant
legislations, regulations, and quality requirements.
Such activities should be provided for all staff on a regular basis, at least once a year,
or as needed, such as when a new requirement is issued or an existing one is updated.

Reyada for Social
Care Services
Quality Assessment
29
Required Evidence:
1. Maintained and shared list of all the relevant compliance laws and regulations with
the concerned staff.
2. Maintained and shared list of all the compliance frameworks, policies, and standards
with the concerned staff.
3. Internal audit reports on regulatory compliance, policies, and conformance to quality
standards, demonstrating any identified non-compliance or non-conformance.
4. Records of corrective actions taken to address the identified non-compliance.
5. Records of submission of requirements to oversight and regulatory bodies including
the following, as applicable:
• Department of Community Development
• Department of Municipalities and Transport
• Abu Dhabi Civil Defence
• Monitoring and Control Centre (MCC)
6. Records of staff attendance of specialized awareness sessions and training on
legislative, regulatory, and quality requirements.

Reyada for Social
Care Services
Quality Assessment
30
1.4 Collaborative relationships and stakeholders' management
1.4.1 Criterion
The management establishes effective stakeholders' consultation and engagement
policies and processes.
Guidance to Criterion:
1. The organization establishes a means to identify, document, and update its relevant
and key stakeholders in the social care context. An organization's stakeholder is
any person or entity that affects or is affected by the organization's activities or
services. Stakeholders of social care organizations include their staff (human
resources), beneficiaries and their families (service users), partners (private,
government, NGO), suppliers, advocates (from community members, groups,
or organizations), and all relevant regulatory and oversight bodies and authorities.
2. The leadership and management guide the development of a stakeholders'
consultation policy, indicating the organization's commitment to consulting
and engaging its relevant stakeholders on critical matters while emphasizing
transparency and inclusivity.
The policy outlines its purpose, scope, roles and responsibilities, engagement
methods and tools, data-sharing and confidentiality, review and continuous
improvement, and any other relevant details.
It also needs to maintain transparency regarding who is being consulted and what
is being discussed. In addition to observing inclusivity, by ensuring a fair
representation of each stakeholder group for each consultation activity.
3. The leadership and management establish a robust system or mechanism for
managing integrated stakeholders' feedback, including regular feedback-seeking,
recording, analyzing, monitoring, and reporting on feedback.
They ensure that periodic review of the existing feedback system is taking place,
where enhancements to the feedback collection tools, methods, analysis, and
reporting are introduced to achieve better results in stakeholders' feedback
management.
4. The leadership promotes a culture of open communication, encouraging and valuing
constructive feedback and suggestions from its stakeholders.
The organization establishes formal communication channels for providing
feedback to its different stakeholders, such as emails, meetings, social media
channels, and other dedicated means, including smart applications, daily notes,
and periodic events.
5. The leadership and management ensure there is regular and documented
communication and activities dedicated to providing feedback and updates to
beneficiaries or their representatives, as applicable, regarding the services they
receive, and any related challenges, concerns, or achievements.

Reyada for Social
Care Services
Quality Assessment
31
6. The leadership and management ensure there is regular and documented
communication, with activities dedicated to providing feedback and updates to
staff, partners, and other relevant stakeholders related to service provision.
7. The organization uses a diverse range of formal communication tools and channels
to seek and collect informative feedback and information about its stakeholders.
These channels and tools must be accessible to people with special needs and
abilities to ensure that all stakeholders can voice their needs and concerns. Examples
of the channels include but are not limited to suggestions and complaints boxes, email,
meetings, surveys (online or offline), interviews (telephonic, in-person, or remote),
focus groups, forums, dedicated smart applications, website, and social media
platforms.
Required Evidence:
1. Identifying and listing of the organization's relevant stakeholders including its
beneficiaries, staff, partners, suppliers, regulators, and advocating community
groups and members.
2. Policy for stakeholders’ consultation on key matters, including purpose, scope, roles
and responsibilities, engagement methods and tools, emphasizing transparency and
inclusivity.
3. Established mechanism for stakeholders’ feedback management, including
consistent and periodic feedback collection, analysis, monitoring, and reporting.
4. Established formal communication channels for giving feedback to the beneficiaries,
staff, partners, and other relevant stakeholders.
5. Records of regular service-related feedback regarding beneficiaries' progress or
concerns given to them or their representatives.
6. Records of regular service-related feedback regarding challenges and achievements
given to staff, partners, or other relevant stakeholders.
7. Established formal communication channels for seeking stakeholders' feedback,
including beneficiaries (or their representatives), staff, partners, and other relevant
stakeholders as applicable to the services.

Reyada for Social
Care Services
Quality Assessment
32
1.4.2 Criterion
The organization has a systematic approach to gathering stakeholders' feedback and
suggestions to improve its services.
Guidance to Criterion:
1. The management regularly reviews the effectiveness of the stakeholders'
consultation and engagement system, including the policy, process, channels, and
tools, and makes the necessary changes to improve their engagement rates and
results. The review considers the stakeholders’ evolving needs and lessons learned.
The leadership and management encourage the active participation of key
stakeholders in giving feedback. They also encourage staff, irrespective of their role
or level within the organization, to provide their feedback and suggestions.
2. The leadership and management develop action plans or initiatives to address the
gaps, improve the organization's services, and increase customer satisfaction based
on the feedback received from its stakeholders.
3. The organization ensures it maintains and communicates the results and outcomes
of its stakeholders' consultation and engagement activities with the concerned
stakeholders, indicating that their input is valued, appreciated, and taken into
consideration.
4. The organization maintains documented information on the templates and forms
used in its stakeholders' engagement activities, as well as retaining records of the
actual feedback and consultation they provided.
Required Evidence:
1. Demonstrated update to the methods and tools used for stakeholders’ consultation
based on monitoring and evaluation.
2. Actions and corrective action plans in response to stakeholders' feedback.
3. Records of communication and appreciation of stakeholders' feedback and
consultation outcomes with the concerned stakeholders.
4. Records of the engagement of different and relevant stakeholders in the activities of
services evaluation and development.

Reyada for Social
Care Services
Quality Assessment
33
1.5 Establishing a culture of quality and continuous improvement
1.5.1 Criterion
The leadership and management adopt and promote quality measures that drive
continuous improvement in service provision.
Guidance to Criterion:
1. The leadership adopts the quality standards mandated by the oversight and
regulatory bodies and acts as a role model for their staff and management, leading
and supporting their efforts to conform to these standards.
It directs the organization and execution of quality awareness workshops to
build staff competence and ensure they understand their roles and can meet the
requirements.
2. The organization strives to improve the quality of its services and promote its
customers' confidence and satisfaction. It sets evidence-based quality targets for
which it can introduce major improvement initiatives or implement minor and
multiple enhancements to drive such targets.
The leadership adopts a culture of continuous improvement through encouraging
their staff and management to identify and report areas for improvement.
3. The leadership and management demonstrate their commitment to promoting
quality and continuous improvement by actively supporting and participating in
quality improvement initiatives.
They assess the available resources to identify and bridge any gaps and support the
efforts of their staff and management aimed at achieving continuous improvement.
4. The organization organizes and facilitates the provision of awareness, training, and
development opportunities to its staff and management enhancing their respective
skills, technical knowledge, and competence, as well as implementing any other
measures necessary for driving quality and continuous improvement.
Continuous
Development and
Improvement
Increased Efficiency
Streamlining processes to
save time and resources
Higher Quality
Consistently delivering superior
product and services
Employee Engagement
Fostering a motivated involved
workforce
Customer Satisfaction
Ensuring positive experiences
and loyalty

Reyada for Social
Care Services
Quality Assessment
34
Required Evidence:
1. Monitoring and evaluation activities to assess services' quality.
2. Records showing quality improvement initiatives to promote quality of services and
customer satisfaction with set targets and outcomes.
3. Evidence of the leadership and management commitment to continuous
improvement initiatives, including identification and provision of the required
resources.
4. Records of staff awareness, training, and knowledge transfer activities to promote
service quality and continuous improvement.
1.5.2 Criterion
Leadership and management encourage continuous improvement and innovations and
make good use of lessons learned.
Guidance to Criterion:
1. The organization values and encourages staff's ongoing feedback on the availability
of resources needed to support and drive continuous improvement.
It establishes a system whereby staff's and management's efforts in driving
continuous improvement are acknowledged, celebrated, and rewarded.
2. The organization embeds the utilization of lessons learned and stakeholders' insights
into its ongoing strategic planning and continuous improvement activities.
It dedicates specific KPIs and initiatives to monitor and implement innovative and
insightful ideas proposed by its stakeholders, as well as to make the best use of
lessons learned.
Advantages of
Continuous
Improvement
Customer Satisfaction Ensuring
Positive experience and loyalty
Employee Engagement Fostering a
motivated involved workforce
Increased Efficiency Streamlining
processes to save time and
resources
Higher Quality Consistently delivering
superior product and services

Reyada for Social
Care Services
Quality Assessment
35
Required Evidence:
1. Recognition and rewarding of staff and management related to their contributions
to continuous improvement.
2. Demonstration of the integration of stakeholders' insights and lessons learned into
the organization's strategic planning and continuous improvement initiatives.

SECTION C
Domain 2: Safety

Reyada for Social
Care Services
Quality Assessment
36
The safety of social care beneficiaries is of paramount importance to ensure that the
individuals receiving social care are safeguarded against all forms of harm so that they can live
their lives with dignity and respect.
There are many reasons why the safety of social care beneficiaries is so important. Social care
beneficiaries are often dependent on others for their care and support, which means that they
are more vulnerable to abuse and neglect by those who are entrusted with their care. Also,
social care beneficiaries may have difficulty communicating or reporting abuse or neglect,
which may be due to their age, disability, or other circumstances, as a result they may be less
likely to receive the help they need. Furthermore, abuse, neglect, and exploitation can have
serious impact on social care beneficiaries as it can lead to physical and emotional harm, as
well as to social isolation or financial hardship, whose remedial interventions incur high cost
on their families and the state. There are many ways to enhance the safety measures in place
for social care beneficiaries. These include:

Reyada for Social
Care Services
Quality Assessment
37
2.1 Safeguarding beneficiaries from harm, abuse, neglect, and exploitation
2.1.1 Criterion
Safeguarding measures for protecting the beneficiaries from all forms of harm, abuse,
neglect, and exploitation are in place.
Guidance to Criterion:
1. The organization shows compliance by adopting any safeguarding laws and policies
issued by its regulatory or oversight bodies. It uses these laws and policies to develop
its internal safeguarding measures, which must be zero-tolerant to all forms of
abuse, neglect, or exploitation, and holds its staff accountable for adhering to them.
The policy or measures should indicate its purpose, scope, beneficiaries, their rights
stipulated in legislations, listing of those laws and policies, stakeholders involved, and
responsibilities of the different parties, recording and reporting abuse, investigation,
terms of reference, and any other relevant information.
The organization must have documented safeguarding measures targeting each
beneficiary group it serves, focusing on the vulnerable ones such as children, people of
determination, the elderly, women, addicts, and recovered addicts, etc.
2. Surveillance cameras are installed and adequately distributed to monitor the
facility's internal and external spaces, particularly where beneficiaries are staying or
receiving care. Recordings are retained for the period stipulated by the guidelines
issued by the local authorities.
The organization retains its certificate of compliance awarded by the Monitoring and
Control Centre (MCC), which shows that the organization has met the requirements set
by the competent authority.

Reyada for Social
Care Services
Quality Assessment
38
3. The organization goes into a contract with a third-party company to oversee the
maintenance of the CCTV cameras and ensure that it shares regular activity reports
for the cameras.
4. The organization develops a policy for monitoring CCTV cameras and tapes, covering,
among others, its purpose, scope and coverage, regulatory compliance, access and
control (authorizations), recording and storage, retrieval and review, maintenance
and quality control, and training and awareness.
Required Evidence:
1. Documented safeguarding measures or policies covering each beneficiary group
served by the organization.
2. Adequate CCTV surveillance cameras covering all areas dedicated to care provision, in
compliance with the competent authority’s guidelines.
3. A contract for CCTV cameras maintenance along with periodic activity reports.
4. A policy for monitoring CCTV cameras and tapes.
2.1.2 Criterion
Staff, technical and administrative, understand and implement the existing safeguarding
measures which are further developed through continuous monitoring and evaluation.
Guidance to Criterion:
1. The organization prepares a set of training and awareness materials to educate
staff, beneficiaries, and their families on how to protect vulnerable people against
all forms of harm, abuse, and exploitation. It consults and incorporates the best
practices followed in the field and applicable laws and regulations.
The training material should cover methods for reporting abuse in compliance with
legislative requirements and references to those legislations, which aim to
empower beneficiaries and enable them to voice their concerns.
2. The organization ensures that its staff and management are aware and well-trained
in maintaining and promoting beneficiaries' safety, rights, and safeguarding
measures. These training and awareness activities should cover the different
vulnerable beneficiary groups served by the organization, taking into consideration
the unique characteristics of each group.
The training must emphasize practical ways for detecting early signs of harm,
abuse, negligence, and exploitation, in addition to foreseeing, preventing, and
managing beneficiaries' challenging behaviors. To this end, staff should have access
to relevant resources, support, and supervision to ensure they can address any

Reyada for Social
Care Services
Quality Assessment
39
safeguarding-relevant issue.
3. The organization takes all possible measures to prevent all forms of harm, abuse,
neglect, and exploitation from being inflicted on its beneficiaries, who are susceptible
to such harm. It communicates such measures to its beneficiaries (especially
children, PoD, and the elderly), their families, and other relevant stakeholders to
ensure their awareness of them.
HSE staff conduct regular checks and examinations to ensure those safety measures
are being followed and implemented, and that the physical environment is safe and
free from any potential hazards.
Staff overseeing beneficiaries' care should thoroughly examine their physical,
emotional, and psychological state to detect any signs of potential abuse or harm
inflicted by individuals from family, staff, fellow beneficiaries, peers, or strangers,
whether inside or outside the facility. This examination also aims at detecting any
omission or negligence in care provision.
The leadership and management ensure the execution of continuous monitoring
and checks to confirm that the safeguarding measures in place are effectively
followed and implemented. These monitoring activities are consistently and
regularly reported, evaluated, and improved.
Required Evidence:
1. Safeguarding training and awareness material covering each beneficiary group
served by the organization, with a focus on abuse prevention and detection.
2. Records of staff attendance of specialized training on beneficiaries' safeguarding
and abuse detection and prevention.
3. Regular monitoring and reporting of the effective implementation of the
safeguarding measures.

Reyada for Social
Care Services
Quality Assessment
40
2.2 Managing risks to beneficiaries and promoting their safety
2.2.1 Criterion
Safety measures related to the use of equipment are in place to always guarantee
beneficiaries’ safety in all spaces.
Guidance to Criterion:
1. The organization maintains a comprehensive list of its equipment, which is used
within the social care facility, along with the scheduled maintenance and calibration
records for each, as applicable.
It conducts periodic inspections and assessments to ensure that all equipment are
in good working condition and poses no potential hazards to users. It reports the
results along with the actions taken to mitigate the identified risks to management.
2. The organization goes into contract with a third party company to oversee the
periodic maintenance of the equipment as required.
3. The organization maintains and communicates safe operation manuals and training
material for the equipment used in care, with the staff and individuals entrusted
with its operation or use.
4. The organization provides the required training and certification for staff responsible
for operating its equipment, as mandated by the Health, Safety, and Environment
(HSE) standards.
It restricts the use of equipment to its trained or certified staff, where applicable,
ensuring their own safety and that of the beneficiaries.
Required Evidence:
1. Listing of all equipment used in care provision, their scheduled periodic maintenance,
calibration, and working condition.
2. Maintenance contract for the equipment that requires maintenance.
3. Communication of safe operation manuals or training material to the staff
responsible for their operation.
4. Records of staff attendance of specialized training or certification on the safe
operation of equipment.

Reyada for Social
Care Services
Quality Assessment
41
2.3 Protecting beneficiaries’ safety, rights, privacy, and data confidentiality
2.3.1 Criterion
The organization promotes the beneficiaries' safety and holds itself and its staff
accountable. The beneficiaries understand and give their informed consent to the
proposed care options.
Guidance to Criterion:
1. The leadership and management always promote the beneficiaries’ safety,
mandating it as part of the staff's responsibilities and holding them accountable for
upholding it.
They ensure that beneficiaries’ safety is embedded throughout the entire cycle of
care provision and process of manpower selection and recruitment, training, and
performance appraisal. The leadership and management promote beneficiaries’
safety through accommodating any requests from staff that support and empower
them to safeguard their beneficiaries.
2. To ensure staff's commitment to safeguarding their beneficiaries, objectives for
their safety and protection are incorporated into staff's job descriptions and annual
performance appraisals. Evaluation of staff's performance must consider how
seriously and effectively they address their beneficiaries' safety and how often they
are involved in incidents or near-misses that occur.
3. The management effectively communicates to the customers the available and
suitable services and care options for them and their families. They provide all the
relevant information about their services including customer privacy and data
confidentiality and obtain their agreement to the terms and conditions.
A documented service contract that outlines the rights and responsibilities of the
organization and its beneficiaries must be discussed and signed by both parties. It
may also include eligibility and admission criteria, assessments and tools, services
provided, staff and facility credentials, informed consent and acknowledgements,
and any other relevant information as stipulated in applicable laws and
regulations".
Required Evidence:
1. Beneficiaries' safety is a core organizational value emphasized in the ethical code of
conduct and policies.
2. Incorporation of beneficiaries’ safety into the job descriptions and performance
appraisals of staff and management.
3. A service contract and other general informed consent signed by the beneficiary or on
their behalf indicating services terms and conditions and beneficiaries' rights and
duties.

Reyada for Social
Care Services
Quality Assessment
42
2.3.2 Criterion
The organization has measures in place to protect the privacy and data confidentiality
of its beneficiaries.
Guidance to Criterion:
1. The organization has a policy in place to protect the privacy and data confidentiality
of its beneficiaries, outlining how beneficiary records and consent forms will be
handled, stored, and accessed. The policy includes the following, among others:
• Beneficiary information, which is considered confidential.
• Accessibility/authorization matrix indicating the individuals who can access the
beneficiary's records (medical, social, financial, …etc.).
• Any provisions stipulating the sharing of beneficiaries' records or information
with other authorities.
• Beneficiaries' awareness and informed consent to the privacy and data
confidentiality policy.
• Staff signing of a non-disclosure agreement on protecting beneficiaries’ privacy
and data confidentiality.
2. Awareness-raising activities to educate and train staff on the importance of
beneficiaries’ privacy and data confidentiality, emphasizing the potential legal,
reputational, and ethical consequences of its violation.
3. The organization protects its beneficiaries’ data through advanced information
technology and cybersecurity systems against any cyberattacks, phishing, malware,
or viruses.
It performs regular checks of the understanding and adherence of its staff to
the beneficiaries’ privacy and data confidentiality policy. It regularly reports the
implementation of these checks, along with the results and corrective actions, to
leadership and management.
Required Evidence:
1. A policy for beneficiaries' privacy and data confidentiality covering:
• Protected beneficiary information.
• Accessibility/authorization matrix.
• Any stipulated provisions for sharing beneficiaries' information.
• Beneficiary's informed consent with the policy.
• Staff's non-disclosure agreement.
2. Awareness-raising activities on beneficiaries’ privacy and data confidentiality.
3. Reports on the monitoring of data protection and cyber security.

Reyada for Social
Care Services
Quality Assessment
43
2.4 Competent staff to manage risks and promote beneficiaries' safety
2.4.1 Criterion
The organization identifies and assesses the potential risks and takes appropriate and
proportionate measures to mitigate them.
Guidance to Criterion:
1. The organization adopts a risk-based approach to planning its processes and
operations, enabling it to identify potential risks, address them, and mitigate their
impact.
A comprehensive risk register is developed in collaboration with different
organizational units to compile and assess all known risks within its facilities that
may undermine its operations, livability, or stakeholders' safety.
Each identified risk is then assessed and addressed according to its score, within the
risk matrix, which is calculated based on risk likelihood and impact scores.
2. The risk assessment process followed within the organization covers the individual
beneficiaries, where the aspects of vulnerability of each beneficiary and the potential
risks that he/she may face during care provision should be identified, documented,
communicated to the concerned staff and family members, and used as input to
their needs assessment and care planning.
Care planning takes into consideration the risks to individual beneficiary's safety
when placing them together in group therapy or activity, as some beneficiaries may
be more prone to harm and abuse than others. Only competent staff who can
effectively manage the risks associated with care are assigned to care for
beneficiaries with identified risks.
3. The organization conducts risk assessments on a periodic basis and as needed to
evaluate the implementation efficiency of its risk management and preparedness.
It monitors and evaluates the existing health and safety, safeguarding measures,

Reyada for Social
Care Services
Quality Assessment
44
and risk management implemented by its staff and takes the necessary actions to
keep them updated, effective, and responsive to the different situations and persons
with varying risks.
Required Evidence:
1. A risk register incorporating all the identified risks along with their likelihood, impact,
and corresponding mitigation.
2. A risk profile for individual beneficiaries developed and incorporated into their
individual care planning.
3. Records of periodic risk assessments and actions taken to mitigate the identified
risks.
2.4.2 Criterion
The organization monitors risks and enhances staff's competence to deal with them.
Guidance to Criterion:
1. The management sets health and safety key performance indicators to monitor its
safeguarding and risk management initiatives and objectives. These KPIs should be
measured and reported periodically, and as needed, to assess the effectiveness of the
risk management process and safeguarding measures.
2. The organization prepares a set of training and awareness materials to train and
develop its staff to manage the different types of risks associated with their care
activities. It also incorporates lessons learned from past incidents and best practices
in the field.
3. The organization ensures that all staff are provided with the necessary training and
awareness to manage the different types of risks associated with care, each in their
respective domain.
They need to demonstrate competence in practicing the adopted safeguarding
measures and risk management process.
Required Evidence:
1. Safeguarding and risk management KPIs measured and reported.
2. Training and awareness material on managing risks associated with care.
3. Records of staff attendance of specialized training on managing risks associated
with care.

Reyada for Social
Care Services
Quality Assessment
45
2.5 Emergency and crisis management and preparedness
2.5.1 Criterion
The organization is well prepared to deal with emergencies and crises.
Guidance to Criterion:
1. The organization has a detailed emergency preparedness and response plan to
manage potential emergencies, crises, and disasters, which, if they occur, could have a
severe impact on its facilities and beneficiaries if not properly managed.
The plan should consult and follow the best practices in emergency management,
outlining procedures, roles, and responsibilities, communication protocols,
assignment of emergency champions, planned drills and evacuations, and any other
relevant information. It covers different emergency, crisis, and disaster scenarios, such
as fire, flooding, earthquakes, cyber-attacks, and power outages, among others.
2. The organization maintains an inventory of emergency resources, including, among
others, firefighting equipment (hoses and extinguishers), first-aid kits, wheelchairs,
and personal protective equipment.
3. The organization plans and implements organization-wide drills and testing for
different emergency scenarios in collaboration with competent authorities and third
parties. It also reports on the results of such drills, providing recommendations for
improvement and enhanced preparedness.
Special consideration is given in the organization’s emergency plan to looking after
and protecting beneficiaries from vulnerable groups such as children, PoD, and the
elderly. For example, in the case of fire, a person with a physical or intellectual
disability must be assigned a supporting staff member or a champion who is
appointed to perform this role in emergency cases, which should be documented in
the respective emergency plan and drills.

Reyada for Social
Care Services
Quality Assessment
46
4. The organization meets the requirements of the relevant regulatory bodies and
authorities to obtain certification of compliance with public health (and safety), civil
Defence, and municipality, as applicable.
5. The organization provides sufficient training and development to equip its
emergency champions with the necessary skills to ensure their readiness to fulfil
their assigned roles during emergencies.
6. The organization requires reporting from local authorities and third parties with
which it collaborates to implement emergency drills and evacuations, which includes
their results and recommendations.
It implements corrective actions to address the recommendations outlined in the
drills and evacuation report and updates its emergency plan accordingly.
Required Evidence:
1. Emergency and disaster management plan (indicating emergency communication,
assigned emergency champions, planned drills, and evacuations).
2. Inventory of emergency resources, including firefighting equipment, First Aid kits,
and personal protective equipment.
3. Collaboration with the local authorities and relevant third parties to train staff and
prepare for emergencies.
4. Certification from the concerned regulatory body for safety and public health. For
example:
• Abu Dhabi Public Health Center (ADPHC)
• Abu Dhabi Civil Defence (ADCD)
• Abu Dhabi Municipality (ADM)
5. Records of attendance of emergency champions of specialized training on
emergency management and evacuation.
6. Emergency drill reports indicating recommendations and details of implemented
corrections and corrective actions.

Reyada for Social
Care Services
Quality Assessment
47
2.6 Responding to concerns about beneficiaries’ safety
2.6.1 Criterion
The organization has an effective system for incident management.
Guidance to Criterion:
1. The organization has a system for incidents and concerns management, which
includes:
• Policy
• SOP and process flow chart
• Reporting form
• Documentation requirements
• Communication channels for reporting
• Designated staff for investigation and resolution.
• Mitigation or corrective actions
• Customer satisfaction with corrective actions
• Process review and required changes to the affected beneficiary's care plan.
• Provide staff with training on incident management.
• Ensure staff are aware with the legal and regulatory requirements for
reporting incidents to the competent authorities.
• The policy indicates its purpose, scope, regulatory compliance, responsibilities,
reporting, investigation, resolution and corrective actions, stakeholders'
management, including communication and customer satisfaction, and
training and awareness.

Reyada for Social
Care Services
Quality Assessment
48
2. The organization has a documented standard operating procedure, along with a
process flow chart for managing incidents and concerns related to the safety of its
beneficiaries and staff.
The procedure is periodically reviewed to ensure its efficiency and relevance to the
social care setting, as well as to identify and implement areas for improvement.
The organization assigns the responsibility of responding to safety-related incidents,
inquiries, and investigations, whether internal or external, to dedicated staff, who
should be available, competent, and accountable before the competent authorities.
3. A delegation of authority is required in case the assigned staff are not available to
always ensure an organized response to any safety issue.
The designated staff have the necessary qualifications and receive the required
training to acquire competence to respond to and manage safety concerns
effectively.
Required Evidence:
1. A policy for incident and concern management including reporting, investigation,
resolution, training, stakeholders' management, and customer satisfaction.
2. A standard operating procedure for incident and concern management.
3. A matrix for safety authorization and delegation (for safety-related issues during
care provision) indicating the assigned staff's roles, responsibilities, and contact details.

Reyada for Social
Care Services
Quality Assessment
49
2.6.2 Criterion
Implementation of mitigation and corrective actions and monitoring outcomes.
Guidance to Criterion:
1. The organization establishes a system for recording, investigating, and reporting on
safety incidents and concerns. It retains records of safety incidents, near-misses,
and concerns, including their description, date and time, injuries and affected
areas, person(s) involved, cause(s) of the incident, investigation, response actions
taken, and mitigation.
In the event of reporting an incident or safety concern, immediate corrective action
is implemented to mitigate the harm or risk inflicted on the beneficiary or staff.
That corrective action should prevent the recurrence of similar incidents by
eliminating the cause and ensuring that no future concerns arise.
It observes the legislative and regulatory requirements regarding the reporting of
safety incidents in the Emirate and collaborates with local authorities and relevant
entities to ensure a coordinated response to safeguarding incidents.
Regular monitoring and analysis of health and safety KPIs and trends to determine
the factors leading to such incidents. Communication and reporting of KPI results
and lessons learned from health and safety incidents to the leadership and
management, promoting existing health and safety processes and risk
management.
2. The organization retains detailed records of all incidents, near-misses, and
concerns, including their description, date, time, persons involved, reporting
process, investigation, corrective actions taken, and customer satisfaction.
3. The organization retains records of its staff's attendance of training and awareness-
raising activities on managing incidents, near-misses, and concerns within the social
care facility setting.
4. A valid professional certification for all staff responsible for maintaining the safety
of beneficiaries and staff, and managing risk, such as Health, Safety, and
Environment (HSE) or Occupational Health and Safety (OHS), is required.
Required Evidence:

Reyada for Social
Care Services
Quality Assessment
50
1. Incident and near-miss reports on beneficiaries' and staff's safety with mitigation.
2. A log of recorded incidents, near-misses, and concerns including their details,
investigation, corrections and corrective actions taken, and communication to
stakeholders.
3. Staff attendance records of specialized training on the process of incident and
concern management.
4. Certification in HSE or OHS for staff responsible for maintaining safety and managing
risks.

Reyada for Social
Care Services
Quality Assessment
51
2.7 Monitoring the safe use and proper handling of medicines and medical records
2.7.1 Criterion
The organization develops and implements a policy for medication management that is
overseen by competent staff.
Guidance to Criterion:
1. The organization develops a comprehensive medication management policy that
outlines the processes, protocols, and responsibilities for managing medications and
beneficiaries' medical records, as well as the authority matrix.
It covers transportation, storage, administration, and disposal of medicine to ensure
the proper management of medicines by competent, designated staff, in alignment
with the applicable regulations in the Emirate.
2. Maintain and monitor records of medicine transportation, storage, and disposal
activities, including temperature logs and access records.
Expired or unused medicines are disposed of safely through designated disposal
containers, in compliance with the health, safety, and environment standards.
Medication management is monitored to ensure the competency of designated staff
and their compliance with relevant regulations and policy.
3. The organization retains updated medical records for its beneficiaries, including their
medical history, health condition, medications, and medical insurance information,
as needed.
Protect the medical records from unauthorized access, loss, or damage. Raise staff
awareness on maintaining the privacy and confidentiality of beneficiaries'
information and medical records.
4. A medication authority and delegation matrix is in place to assign access to
beneficiaries’ medical records only to authorized staff or their delegates.
Perform checks to ensure staff conformance to the authorization matrix, detecting
and addressing any breaches.
Required Evidence:
1. A policy for medication management covering transportation, storage, disposal,
administration, and authority matrix.
2. Internal audit reports on compliance with the policy for medication management.
3. Retained beneficiaries’ medical records as required by care provision.
4. Regular checks of staff's conformance to the medication management policy and
authority matrix.

Reyada for Social
Care Services
Quality Assessment
52
2.8 Protecting beneficiaries and staff from infection
2.8.1 Criterion
The organization has a program for the prevention and control of infections and for
waste management.
Guidance to Criterion:
1. The organization has an ongoing program for the prevention and control of
infections and waste management, which includes, but not limited to:
• Stakeholders training and awareness (educational material and awareness-
raising activities for the beneficiaries, their families, and staff on sanitization
and hand hygiene).
• Sterilization and disinfection routines (for therapy tools, equipment, rooms).
• Hygiene and cleaning routines (facility regular and deep cleaning process).
• Conducting regular checks for infection prevention and waste management
practices to ensure compliance with policies.
2. The organization develops an infection control and prevention policy that outlines
its purpose, scope, processes, protocols, stakeholders, and responsibilities aimed at
minimizing the risk of infections and their spread within the facility.
3. The organization has its waste management policy that outlines the proper disposal
of all types of waste generated within its facilities, including medical waste,
hazardous waste, and general waste. A service-level agreement with a third party
to ensure proper waste collection and disposal is required.
4. The organization documents and retains records of infection incidents, which must
be reported to the relevant health authorities, as required by applicable laws and
regulations.
Required Evidence:

Reyada for Social
Care Services
Quality Assessment
53
1. A program for Infection Control and Prevention, including:
• Stakeholders training and awareness.
• Sterilization and disinfection routines.
• Hygiene and cleaning routines.
• Conducting regular checks.
2. A policy for Infection Control and Prevention, including measures for isolation and
quarantine and staff's roles and responsibilities.
3. A policy for waste management, including a service-level agreement with a third
party for waste collection and disposal.
4. Records of reporting on infection incidents.
2.8.2 Criterion
Adequate and effective infection control measures and competent staff to implement
the measures.
Guidance to Criterion:
1. In the unfortunate event of an outbreak of infection, the organization should be
prepared with proportionate and adequate measures or a protocol to control the
infection, aligning with the applicable and updated regulations and precautionary
measures for combating diseases and pandemics in the Emirate.
• It appoints the team responsible for communicating and implementing the
outbreak response protocol, which includes documenting and reporting the
infection (outbreak) to the local health authorities, as required by the
applicable regulations.
• Isolation and quarantine measures, as required by applicable regulations, are
implemented for individuals infected with communicable diseases to prevent
the spread of infections. It implements enhanced disinfection and sanitization
measures for the affected areas and retains records of such activities.
• The organization maintains sufficient sanitization and disinfection supplies,
personal protective equipment, and medical resources necessary to manage
any potential outbreak.

Reyada for Social
Care Services
Quality Assessment
54
2. The organization provides comprehensive training material in infection control and
prevention to all staff, covering topics such as the importance of sanitization and
hand hygiene, the use of personal protective equipment, and proper disinfection and
sanitization procedures.
3. It tailors training and awareness activities to the specific roles and responsibilities
of different staff members, with the support of specialized trainers or third parties,
as needed.
4. The organization ensures all its staff are educated and trained about the actions
necessary for the control and prevention of infection.
It clearly communicates the respective roles of the policy and staff in controlling
and preventing infection.
It carries out “mock” infection scenarios that mimics real infection situations to train
its staff and beneficiaries as well as promote their preparedness to deal with
infections. It retains staff training records on infection control and prevention.
Required Evidence:
1. Infection control protocol, indicating:
• Adoption of governmental protocols.
• Determination and communication of roles and responsibilities.
• Isolation and quarantine procedure.
• Disinfection and sanitization procedure.
2. Inventory of sanitization and disinfection supplies and personal protective equipment.
3. Training and awareness material in infection control and prevention.
4. Staff attendance records of specialized training on infection control and prevention.

Reyada for Social
Care Services
Quality Assessment
55
2.9 Food safety and hygiene
2.9.1 Criterion
Established quality standards and monitoring for food safety and hygiene.
Guidance to Criterion:
1. The organization adopts and maintains a standard for the quality of food and drink
provided, which is well communicated to all the relevant staff. It also obligates third
parties that provide its facilities with food and drink to conform to that standard.
2. The organization establishes and maintains a systematic HACCP-based food safety
management system that identifies, evaluates, and controls potential biological,
chemical, and physical hazards throughout the food production process.
It ensures consistent conformance to international food safety standards,
promoting food quality and protecting beneficiaries' health.
3. The organization conducts regular planned and unplanned checks and inspections
of food and drink preparation and handling sites to assess their conformance to the
adopted food quality standards.
It documents and reports on the results of such inspections to the leadership and
management, along with customer satisfaction with food services, to implement
improvement plans as needed.
4. The organization has a structured process for documenting and reporting any food
safety incidents, as required by its quality standard and the relevant competent
authorities.

Reyada for Social
Care Services
Quality Assessment
56
Required Evidence:
1. A quality standard for food and drink safety and hygiene, incorporating the best
practices in the field, for Supported Accommodation facilities.
2. Establishing and implementing HACCP controls to ensure food safety, for Supported
Accommodation facilities.
3. Reports on regular checks or inspections on implemented food and drink quality
standards, for Supported Accommodation facilities.
4. Reporting on food and drink safety incidents, including allergies and poisoning, for
Supported Accommodation facilities.
2.9.2 Criterion
Food and drink options reflect beneficiaries’ needs and preferences and contribute to
their satisfaction and overall well-being.
Guidance to Criterion:
1. The organization incorporates assessing the individual dietary needs and
preferences of its resident beneficiaries into its needs assessment process, taking
into consideration any allergies or food intolerances that should be considered when
providing their food and drink options.
2. The organization provides its beneficiaries with a variety of food and drink options
that cater to their individual needs, preferences, allergies, intolerances, and cultural
and spiritual backgrounds. It ensures the provision of healthy and nutritionally
balanced meals and snacks.
3. The organization ensures an adequate and frequent supply of food, meals, snacks, and
drinks throughout the day, as required by the individual's preferences and care
provision requirements.
Required Evidence:
1. Assessment of the dietary needs and preferences of the individual beneficiaries,
including allergies and intolerances, for Supported Accommodation facilities.
2. Provision of daily food options, which incorporate beneficiaries’ needs and
preferences, for Supported Accommodation facilities.
3. Access to food, drink, and snacks in between the meals and throughout the day, for
Supported Accommodation facilities.

Reyada for Social
Care Services
Quality Assessment
57
2.9.3 Criterion
The staff handling food is competent in maintaining hygienic food and drink standards
at all times.
Guidance to Criterion:
1. The organization prepares specialized training material on food and drink quality
standards for all staff and individuals involved in food and drink preparation to
ensure its beneficiaries' safety.
2. The organization ensures that all staff and individuals responsible for preparing and
handling food and drink at any stage attend a certified training on food quality
standards.
In case the organization outsources the provision of food services, it must ensure
that the third party is certified in food quality standards and that its cooks and
kitchen staff hold the appropriate certificates/permits/licenses from the respective
local authorities, as applicable.
Required Evidence:
1. Training material in food and drink quality standards, for Supported Accommodation
facilities.
2. Staff attendance records of specialized training on food and drink hygiene and safety
standards, for Supported Accommodation facilities.

SECTION D
Domain 3: Effectiveness

Reyada for Social
Care Services
Quality Assessment
58
The Effectiveness domain is at the core of the Reyada standard, representing a critical
dimension that directly impacts the well-being and satisfaction of beneficiaries, as well as the
overall success of the organization. Effectiveness in social care service provision goes beyond
compliance with regulatory requirements as it endorses a commitment to delivering quality
services that create impactful and positive outcomes for beneficiaries and communities.
Within this domain, the focus is on ensuring that every aspect of service delivery, from
assessment and planning to execution and evaluation, is optimized to achieve the best
possible results for service users. It emphasizes that service providers must not only meet
the immediate needs of their beneficiaries but also contribute to enhancing their quality of
life, fostering empowerment, and respecting their unique individuality. This domain is an
essential component that ensures that services make a meaningful and positive impact on
the lives of those they serve, continuously striving for better results and high-quality services.
It serves as a compass guiding organizations towards excellence in social care service
provision. It acknowledges that success is not solely defined by compliance with standards
but by the tangible improvements in the well-being and experiences of service users.
Key Characteristics of the Effectiveness Domain:

Reyada for Social
Care Services
Quality Assessment
59
3.1 Performance management measures to drive effectiveness and quality of care
3.1.1 Criterion
The organization establishes a performance management system with defined
performance objectives and key performance indicators that are aligned with the desired
outcomes for its beneficiaries.
Guidance to Criterion:
1. The organization establishes a performance management system that aligns with
and drives its strategic direction. It includes procedures for setting performance
objectives and SMART KPIs at the organization, facility, and beneficiary levels.
It also includes a robust mechanism for data collection, measurement, evaluation,
monitoring, and reporting of performance KPIs and results, which drive
improvement and promote the efficiency of care.
2. The organization develops a standard operating procedure or manual for
performance management that indicates the following:
• Setting objectives and KPIs
• Types of data to be collected and data sources
• Methods and tools of data collection
• Frequency of collection and measurement
• Forms and templates used
• Responsible person(s)
• Relevant stakeholders
• Validation of data
• Review and trends analysis
• Monitoring and reporting
• Regulatory or legislative requirements
• Continuous improvement
It also takes into consideration any reporting requirements set by the regulatory
bodies or authorities.

Reyada for Social
Care Services
Quality Assessment
60
3. The leadership and management set SMART KPIs for both strategic and operational
objectives to measure progress at the organizational and facility levels.
They also identify, document, and communicate the following, for each KPI:
• Sources of measurement data
• Calculation method
• Frequency of reporting
• Responsibility
• Targets
4. The organization identifies the desired outcomes of care for each beneficiary based on
their needs assessment and the individual preferences for them and their families and
representatives.
These outcomes are regularly monitored and reported to the leadership and management to
identify gaps and propose changes for continuous improvement.
5. Staff in charge of managing and monitoring performance periodically report on the
results of performance KPIs at both organizational and facility levels, as applicable, to
the leadership and management.
They also conduct a systematic review and analysis of the performance results and their trends
to inform continuous improvement activities.
Required Evidence:
1. A system for performance management, indicating procedures for performance
monitoring and periodic reporting.
2. Performance management manual or SOP including data types & sources, collection
methods & tools, validation, reporting frequency, forms & templates, stakeholders, and
responsibilities.
3. Organization-level SMART KPIs set for the strategic and operational objectives,
including data sources, calculation methods, frequency of reporting, responsible
person(s), and targets.
4. Listing, regular monitoring, and reporting of the beneficiaries' individual desired
outcomes.
5. Regular monitoring and reporting to the leadership and management on performance
KPIs on organization and facility levels.

Reyada for Social
Care Services
Quality Assessment
61
3.1.2 Criterion
The management ensures that staff responsibilities to manage performance including
monitoring, evaluation, reporting, and improvement, are communicated, and abided by.
Guidance to Criterion:
1. The management communicates the roles and responsibilities for strategic and
operational performance management functions, including monitoring, evaluation,
and reporting to the concerned staff.
Training and educational programs are developed to ensure that concerned staff
are aware of their roles and responsibilities within the performance management
system and its relevant processes.
The management regularly reviews the implementation of the various performance
management functions and ensures that responsibilities are adhered to.
2. The organization ensures building its staff's capacity in performance management
through providing training and development activities that cover performance
management guidelines and SOPs and retains staff's attendance records for these
training activities.
3. The organization ensures building staff's capacity in performance management and
uses interactive learning, where staff can ask questions, seek clarification, and
discuss performance management issues and concerns collaboratively.
It also subscribes its staff to platforms and forums focused on performance
management.
Required Evidence:
1. Specialized training and awareness material on the performance management
guidelines or SOP with focus on SMART KPIs setting, measurement, and monitoring.
2. Staff attendance records of specialized training on performance management.
3. Initiatives and means for building staff's capacity in performance management.

Reyada for Social
Care Services
Quality Assessment
62
3.2 Effective service design and provision
3.2.1 Criterion
The organization prioritizes designing and delivering effective services that anticipate
and meet the beneficiaries’ diverse needs.
Guidance to Criterion:
1. The organization establishes a procedure for new service design and for service
development, indicating the following:
• Current situation analysis
• Stakeholders' consultation and engagement
• Study of the best international practices in the field
• Benchmarking with the relevant organizations locally and regionally
• Piloting and evaluation
• Roll-out and expansion
2. The leadership and management place a great emphasis on planning and designing
effective services that meet the beneficiaries’ diverse and evolving needs as well as
anticipate their expectations.
They ensure that the organization's main stakeholders are represented, consulted,
and engaged through scientific quantitative and qualitative data collection methods,
such as surveys, brainstorming sessions, focus groups, and in-depth interviews, etc.
The output of stakeholders' consultation and engagement activities is consistently
documented and analyzed to inform service design and planning.
3. The organization retains records of valid suggestions and feedback that resulted
from its stakeholder consultation and engagement activities. It also retains records
of service enhancements or innovations implemented as a result of consultation
with stakeholders or the development of its processes.
4. The organization strives to maintain an outlook on the international and regional
best and evidence-based practices to stay abreast of them. The study of best and
evidence-based practices in the field helps the organization determine the most
effective and proven approaches and evidence-based interventions that can be
adopted.
It observes the local context and culture to adopt the best international
practices and performs the necessary localization to ensure compatible and
culture-sensitive interventions that suit the beneficiaries' preferences, cultural, and
spiritual choices.
5. The organization benchmarks against local, regional, and international leading
entities and organizations in the field of service provision, which have proven
excellence in their service delivery models.

Reyada for Social
Care Services
Quality Assessment
63
Such benchmarks inform the organization's excellence efforts, which aim to
develop its services, enhance customer satisfaction, and promote competitiveness.
6. The organization retains records of changes and updates to its business or service
delivery model, based on recent studies of international best practices and evidence-
based research, as well as local, regional, and international benchmarks with leading
entities and organizations in the field.
Required Evidence:
1. A procedure for designing a new service and developing an existing one, indicating
current situation analysis, stakeholders' consultation, and benchmarks & best
practices.
2. Records of the participation of the organization's stakeholders including its staff,
leadership and management, beneficiaries and their representatives, partners, and
other relevant stakeholders in service design and development.
3. Records of implemented service enhancements or innovations resulting from
stakeholders' consultation and organizational processes development.
4. Studies of best and evidence-based practices regionally and internationally.
5. Benchmarks with the leading entities or organizations in the field showing excellence
in their service delivery models, locally, regionally, or internationally.
6. Updates to the organization's business or service delivery model based on recent
studies of best practices and benchmarks.

Reyada for Social
Care Services
Quality Assessment
64
3.2.2 Criterion
Different service delivery modes and channels to meet the beneficiaries' diverse needs.
Guidance to Criterion:
1. The organization diversifies its service delivery modes to cover digital, teleservices,
and community-based services as applicable to its scope and provided services.
It strives to utilize multiple effective channels in delivering care, anticipating the
varying and evolving needs and preferences of beneficiaries, and maximizing their
benefits.
It also strives to be responsive and anticipatory of the evolving needs of its
beneficiaries, their families, and caregivers through extended operating hours.
Having care provision hours spread throughout the day, covering both morning and
evening shifts, helps accommodate their needs, promotes their safety, and
increases customer satisfaction.
2. The management consistently and timely communicates the changes and updates in
the service delivery modes and channels to its relevant stakeholders using different
media such as its website, call center, advertisements, SMS, direct communication,
etc.
Required Evidence:
1. Differentiation in the channels of service delivery, as applicable to the organization's
scope of services.
2. Communication of service disruptions, updates to service delivery channels, and
resumption of critical services to the beneficiaries.

Reyada for Social
Care Services
Quality Assessment
65
3.2.3 Criterion
The organization ensures the continuity of care for its beneficiaries.
Guidance to Criterion:
1. The organization has a comprehensive plan for business continuity management in
the event of emergencies and crises, which emphasizes the continuation of the
critical services. It strives to minimize the impact of disruption on its beneficiaries
and the continuation of the critical services they receive.
2. The organization ensures that care activities continue during emergencies and
crises by having contingency plans, especially for its critical services, to ensure
beneficiaries' access to critical care.
It plans and prepares alternative ways to provide its critical services during
disruptions, utilizing different service channels, locations, or service providers
through coordinated referrals. It also prepares contingency material (such as
schedules, awareness, activity planning, lessons, etc.) for remote support and
consultation, as applicable.
Required Evidence:
1. A plan for business continuity management in cases of emergencies and crises.
2. Records of contingency planning, including remote support, activity plans and
schedules, and material, as applicable.

Reyada for Social
Care Services
Quality Assessment
66
3.3 Coordinated and effective referrals
3.3.1 Criterion
The organization is equipped and ready to advise the beneficiaries and their representatives
with the appropriate referral services most relevant to their needs.
Guidance to Criterion:
1. The organization compiles and retains a comprehensive list of service providers
present in the Emirate, covering all fields relevant to its beneficiary groups, which is
classified by provider and service types.
The list includes different service providers, advocating community groups and
members, and support groups relevant to the beneficiaries' care, and is made
available to staff and families as needed.
Periodic update of the referral services listing based on market changes and
feedback from the beneficiaries on the referral services to ensure relevance,
efficiency, and customer satisfaction.
2. The organization establishes formal and documented partnerships with relevant
service providers in the Emirate to promote the integrated care, safety, and well-
being of its beneficiaries.
It strives to establish meaningful partnerships and collaborations with different
relevant service providers, community support networks, and government agencies
as appropriate.
3. The organization develops and documents a process for referrals, trains its staff and
management on its implementation, and communicates its to the beneficiaries and
their representatives. The referral advice and decision should be based on the
beneficiary's best interest, proper needs assessment, and knowledge of the market.
It retains records of staff attendance for specialized training and awareness activities
related to the referral process and provision of advice to the beneficiaries and their
families.
4. The organization establishes a system or mechanism for tracking its referrals,
including documentation of the referred beneficiary, referral date, service providers
to whom referrals are made, results of referral follow-up, and customer satisfaction
with the referred to service provider.
Consultation
Services
Diagnosis &
Assessment
Services
Facility &
community-
based
rehabilitation
& social
support
Advocacy Financing or
Subsidizing

Reyada for Social
Care Services
Quality Assessment
67
Required Evidence:
1. Listing of all referral services (relevant to the beneficiaries) present within the
Emirate and classified by service/provider type.
2. Agreements or MoUs with relevant service providers to facilitate referrals and
support beneficiaries' care options, safety, and well-being.
3. Staff attendance records of specialized training on the referral process and services.
4. A mechanism for following up with the referred beneficiaries to ensure their receipt
of care and to inform and update the referral services listing and MoUs.

Reyada for Social
Care Services
Quality Assessment
68
3.4 Performance monitoring and evaluation
3.4.1 Criterion
The organization measures and reports on performance indicators which drive its quality
assurance and contribute to the improvement of the quality of life of its beneficiaries.
Guidance to Criterion:
1. The organization ensures consistent monitoring and reporting of performance KPIs,
as mandated by the regulatory body within set time frames and frequencies.
The organization calculates the percentage of staff’s overall satisfaction with their
job/ employer.
2. The organization calculates the percentage of incidents addressed out of the total
number of incidents reported.
3. The organization calculates the percentage of beneficiaries with planned desired
outcomes achieved.
4. The organization calculates the percentage of beneficiaries referred or transferred
to other service providers based on their care needs.
5. The organization calculates the ratio of licensed social professionals-to-beneficiaries
per professional type in the social care setting.
6. The organization calculates the percentage of beneficiaries who were integrated
back into their family/work/school, as applicable to the organization's scope.
7. The organization calculates the percentage of beneficiaries who reported being
engaged in their care planning.
8. The organization calculates the percentage of beneficiaries who reported feelings
dignified and respected while receiving care.
9. The organization calculates the percentage of beneficiaries’ overall satisfaction with
the care/services provided.
10. The organization calculates the percentage of beneficiaries with personalized care
plans.
11. The organization calculates the percentage of beneficiaries engaged in social and
recreational activities within the Supported Accommodation setting.
12. The organization calculates the percentage of stakeholders’ complaints resolved
within the set resolution time.
13. The organization documents the number of implemented service improvements
based on feedback from the facility’s stakeholders.
14. The organization documents the number of volunteers engaged in the organization’s
operations and activities.
15. The organization documents the number of active community partnerships and
collaborations through agreements and MoUs.
Required Evidence:

Reyada for Social
Care Services
Quality Assessment
69
1. Percentage of staff’s overall satisfaction with their job/employer.
2. Percentage of incidents addressed out of the total number of incidents reported.
3. Percentage of beneficiaries with planned desired outcomes achieved.
4. Percentage of beneficiaries referred or transferred to other service providers based
on their care needs.
5. Licensed social professionals-to-beneficiaries ratio in the care setting per
professional type.
6. Percentage of beneficiaries who are integrated back into their family/work/school.
7. Percentage of beneficiaries who reported that they had been engaged in their care
planning.
8. Percentage of beneficiaries reported feelings of dignity and respect while receiving
care.
9. Percentage of beneficiaries’ overall satisfaction with the care/services provided.
10. Percentage of beneficiaries with personalized care plans.
11. Percentage of beneficiaries engaged in social and recreational activities within the
Supported Accommodation setting.
12. Percentage of stakeholders’ complaints resolved within the set resolution time.
13. Number of implemented service improvements based on feedback from the facility’s
stakeholders.
14. Number of volunteers engaged in the organization’s operations and activities.
15. Number of active community partnerships and collaborations through agreements
and MoUs.

Reyada for Social
Care Services
Quality Assessment
70
3.5 Driving innovation and continuous improvement
3.5.1 Criterion
The organization promotes a culture of innovation and continuous improvement in
service design and provision.
Guidance to Criterion:
1. The organization establishes a strategy to drive its innovation and continuous
improvement initiatives in the scope of its operations, ensuring alignment with its
vision and mission.
The leadership encourages and engages staff in generating and implementing
innovative ideas, cultivating a culture where employees feel empowered to propose
new and brave ideas for improvement. It supports the allocation of adequate resources
(human, financial, time) for innovation projects, demonstrating its commitment and
acknowledgement for innovators.
2. The leadership and management encourage effective service design and delivery
by emphasizing the importance of being guided by current best practices and
evidence-based approaches.
They also promote the systematic incorporation of stakeholders' insights and
feedback, including concerns and complaints, into the organization's efforts to develop
services and drive continuous improvement.
3. The organization sets objectives for generating and implementing innovative ideas
as well as for continuous improvement. It measures and monitors the respective
KPIs to promote organizational excellence and growth.
It encourages the use of lessons learned and nurtures new ideas and innovations
by providing the necessary support and resources for staff to drive continuous
improvement.
4. The organization is ambitious and strives to participate into innovation and
excellence awards within its scope of services, locally or internationally, to promote
its reputation, competitive advantage, and customer satisfaction.

Reyada for Social
Care Services
Quality Assessment
71
Required Evidence:
1. Utilization and implementation of innovations into service design and provision.
2. Enhancements to the services based on the analysis of stakeholders' feedback,
complaints and concerns.
3. Innovation and continuous improvement KPIs are measured and reported, including
organizational innovation and excellence awards.
4. Awards or participation in innovation and excellence awards relevant to the
organization's sphere of services.

Reyada
73
SECTION E
Domain 4: Beneficiary Centricity

Reyada for Social
Care Services
Quality Assessment
71
Beneficiary centricity stands as a cornerstone within Reyada Standard. It signifies a commitment
to prioritizing the well-being and dignity of individuals and communities. At the heart of
this approach is the recognition that every person is unique, with distinct needs, preferences,
and aspirations. By embracing a beneficiary-centric approach, the social care service providers
pledge to design and deliver social care services in a manner that not only addresses immediate
concerns but also fosters a sense of empowerment, autonomy, and respect for each beneficiary’s
uniqueness. This domain serves as an assurance that every aspect of the social care
interventions, from assessment and planning to service delivery and evaluation, is driven by a
proper understanding of and responsiveness to the needs and voices of the individuals served.
Also incorporating beneficiary centricity into the social care quality standards reinforces its
commitment to continuous improvement and accountability. It urges social care service
providers to actively engage with beneficiaries, their families, and their communities, seeking
their input, preferences, and feedback to shape the care and support provided to individuals.
This approach fosters a culture of inclusivity among service provision circles, which in turn
strengthens trust and partnerships.
As the service providers embark on this journey of promoting beneficiary centricity, it is vital
to understand that not only they seek to meet the immediate needs of the beneficiaries but
also to enrich their lives, enhance their well-being, and uphold their dignity as valued
members of society.

Reyada for Social
Care Services
Quality Assessment
72
Key characteristics of beneficiary-centric services:
• Focus on the beneficiary: Beneficiary-centric services are designed to cater to the unique
needs and preferences of each beneficiary. This entails a thorough understanding of the
individual's circumstances and objectives by the service provider, leading to having tailored
services aligning perfectly with those specific individual requirements.
• Flexibility and responsiveness: Beneficiary-centric services are often more flexible and
responsive than traditional services. This means that the service provider is willing to
adapt the service to meet the changing needs of the beneficiary, and that the beneficiary
has a say in how the service is delivered.
• Collaboration: Beneficiary-centric services often involve collaboration between
the beneficiary, the service provider, and other relevant stakeholders, such as family
members, caregivers, and healthcare professionals. This collaboration helps to ensure
that the beneficiary is receiving the most comprehensive and effective support possible.
• Data-driven: Beneficiary-centric services often rely on data and analytics to better
understand the needs of beneficiaries and to identify areas where services can be improved.
This data can be used to develop more effective and targeted services, and to track the
progress of beneficiaries over time.
• Inclusion: Ensuring that all individuals, especially those from vulnerable groups, have
equal opportunities to access resources and services, making the system more effective,
equitable, and sustainable.
Collaboration
Beneficiary
focused
Flexibility and
Responsiveness
Data Driven
Inclusion

Reyada for Social
Care Services
Quality Assessment
73
4.1 Compassionate and inclusive care
4.1.1 Criterion
Compassionate staff that can deliver services underpinned by the values of respect,
kindness, and dignity, which are demonstrated in the daily activities of care.
Guidance to Criterion:
1. The organization establishes its code of ethical conduct, in alignment with its
organizational values, which all staff members and practitioners periodically
endorse. It indicates the principles and values underpinning the organization's care
activities, where beneficiary centricity and dignity are cornerstones.
The organization also adopts the code of conduct issued by the regulatory body and
the relevant human resources authority.
Required Evidence:
1. Code of ethical conduct endorsed by staff and practitioners, emphasizing beneficiary
centricity and values of dignified care. Consistent communication of organizational
values and code of ethics.
4.1.2 Criterion
Staff are trained to care for beneficiaries from diverse backgrounds, including age,
nationality, race, language, culture, religion, sex, and disability, preserving their dignity and
ensuring that they feel valued and respected.
Guidance to Criterion:
Integration Equality Diversity

Reyada for Social
Care Services
Quality Assessment
74
1. The organization ensures its care provision does not contradict Human Rights, PoDs’
Rights, or any other rights-based legislation in force in the Emirate.
It develops and maintains policies on Diversity, Equity, and Inclusion (DEI), which
showcases its commitment to these principles for its staff and beneficiaries.
It provides training and guidance to staff on DEI policies and guidelines to ensure
their implementation in daily care activities. Staff must be able to equally serve and
treat beneficiaries from different age groups, religions, nationalities, color, languages,
cultures, sex, or with disability while making them feel equally valued and
respected.
It evaluates the current training programs and policies to identify gaps related to DEI
and determine where improvements are needed.
2. The organization develops training and awareness material on the principle of
diversity, equity, and inclusion, covering inclusive culture, spaces, services, and
accessibility.
The material focuses on the rights and privileges stipulated by the applicable laws
and regulations (rights-based legislations) in the United Arab Emirates of the
different beneficiary groups (PoD, children, elderly, children of unknown
parentage, etc.) served by the organization.
3. The organization retains records of staff attendance for specialized training and
awareness activities on diversity, equity, and inclusion, as well as for beneficiaries'
rights and privileges.
4. The organization plans and implements community campaigns to advocate and raise
the awareness of community members with the rights of the different beneficiary
groups it serves, such as people with disabilities or those diagnosed with Autism,
Down syndrome, children, women, the elderly, low-income families, etc.
Those campaigns can be conducted online using the organization's social media
channels or offline, utilizing different community-based and public spaces, such as
schools, clubs, malls, parks, etc.
Required Evidence:
1. Diversity, equity, and inclusion policy developed for the organization and
communicated with its relevant stakeholders.
2. Training and awareness material covering diversity, equity, and inclusion emphasizing
the rights and privileges of beneficiary groups as stipulated by the UAE legislations.
3. Staff attendance records of specialized training on diversity, equity and inclusion,
emphasizing beneficiaries' rights and privileges.
4. Community-based campaigns (online or offline) advocating human rights and the
rights of the different beneficiary groups served.

Reyada for Social
Care Services
Quality Assessment
75
4.2 Beneficiary-centered care planning and provision
4.2.1 Criterion
Use of standardized guidelines and holistic approach to assess the beneficiaries' needs
and preferences to determine the best-fitted and personalized care plan.
Guidance to Criterion:
1. The organization establishes, documents, and communicates its standardized
guidelines or methodology to be consistently used by staff for assessing the
beneficiaries’ care needs. These methodologies or guidelines is are periodically
updated to reflect the best practices and ensure efficiency.
The leadership and management ensure that the staff are trained and competent
in using the guidelines. They also perform random checks to ensure alignment in
practice and standardization of assessment.
2. The organization utilizes standardized assessment tools which are known and used
in evidence-based practices across various disciplines.
It maintains records of those standardized assessment tools and any customizations
or localizations made for reference and future improvements.
3. The organization has a procedure for assessing the beneficiary’s holistic needs,
which covers their physical, mental, psychological, financial, educational, and social
needs as well as their individual preferences. It also incorporates the preferences of
their families, carers, representatives, or advocates, where applicable.
The organization engages a multidisciplinary team of specialists to collectively assess
the beneficiaries' needs and inform their care options. The multidisciplinary team may
consist of mental health professionals, such as Psychologists, Social care
professionals, including Social Workers and Counselors, and healthcare professionals,
including Physiotherapists, Speech and Occupational Therapists, and Psychiatrists.
The team may also include other professionals from various disciplines, as required
by the scope of the provided services. The team, collectively and collaboratively,
conducts assessments and develops individual care plans, which are informed by
multi-disciplinary inputs to address the holistic needs and preferences of individual
beneficiaries.
Required Evidence:
1. Standardized guidelines (or methodology) used for beneficiaries' needs assessment.
2. Standardized assessment tools adopted for assessing beneficiaries' needs.
3. Utilization of a holistic approach to needs assessment and care planning through
the engagement of a multi-disciplinary team of professionals.

Reyada for Social
Care Services
Quality Assessment
76
4.2.2 Criterion
Beneficiaries' individual needs and preferences are periodically assessed, recorded, and
communicated to them or their representatives to seek their informed consent on the care
plans.
Guidance to Criterion:
1. The organization ensures that each beneficiary has their own individual care plan,
developed based on their assessed needs and individual preferences as well as those
of their families, carers, or representatives. Beneficiaries' choices must be respected
and accommodated as far as possible, even when they decline the proposed care
options.
Individual preferences of beneficiaries and their families touch upon many aspects
of care, such as the following:
• Type of therapy: whether it is individual or in a group.
• Which therapists or persons they want to be involved.
• How they like to be addressed.
• Therapy venue or space.
• Male/female only staff and care venues.
• Timings and length of therapy sessions.
• Accompanying family members or

المصدر الرسمي ↗