We listen, we measure, we grow

Over five months, the Estonian Human Rights Centre (EHRC) will develop a systematic quality assessment practice covering trainings, seminars, client services and the organisation’s internal environment. Currently, EHRC lacks a structured and regular system for collecting feedback. The quality of services and satisfaction with them are assessed sporadically and unevenly. This means the organisation lacks a reliable basis for deliberately developing its services and for systematically monitoring client and staff satisfaction. The project addresses this gap by creating a simple yet functional quality assessment model that EHRC can apply independently after the project ends. Systematic quality assessment strengthens EHRC’s capacity to fulfil its mission in two ways:

• First, regular feedback enables the continuous improvement of trainings and seminars, meaning each training reaches participants more effectively — directly supporting the strategic goal that every person knows that their rights, and the rights of others, deserve to be protected.
• Second, structured satisfaction assessment lays the foundation for the organisation’s internal development: in a small team, staff wellbeing and the quality of management are critically important, directly affecting the performance and sustainability of the whole organisation.

The project is funded by the National Foundation of Civil Society (KÜSK).