ZBORNIK RADOVA

DEVELOPMENT OF THE SUPPORT SYSTEMIN THE CROATIAN EMPLOYMENT SERVICEFOR EMPLOYING PERSONS WITH DISABILITIESSummaryMirjana ZećirevićMarijana SenjakTajana KrižanecCroatia, Croatian Employment Service,HeadquarterActivities of the Croatian Employment Service related to the people with disabilities are regulated bythe existing national legislation pertaining to employment and professional rehabilitation, and is alignedwith the adopted national and EU guidelines, recommendations and programs. The Service's work isbased on the planning, implementation and monitoring of measures and activities at the national, regionaland local level, the partnership approach which involves development of services adapted to the identifiedneeds of beneficiaries. Quality Management System of the Croatian Employment Service supportsinstitutional development, a coherent organizational culture, developing quality standards for theservices, identification of labour market needs, identifying client needs, and identifying and developingthe necessary competencies of employees. There are cited examples of measures aimed at developingsupport to the employment of people with disabilities, including the measures and activities implementedthrough a number of partnership projects in which the Service participated.INTRODUCTIONCroatian Employment Service plans and carries out its activities in accordance with the guidelines andgoals defined in the Strategic Plan of CES for the period 2008- 2011:1. Develop services of the Croatian Employment Service in order to increase the competitiveness ofworkforce and meet the labour market demands;2. Develop human resources and administrative capacity of the Croatian Employment Service;3. Attain the leading position of the Croatian Employment Service in the labour market by establishingpartnerships and strengthening influence on the adoption and implementation of public policies.Thus defined strategic goals have a more permanent nature and represent the foundation forcontinuous development of services, investment into the human resources development, a constantadjustment of business process to the clients' and partners' needs, accompanied by the improvement ofadministrative capacity and service quality.In order to monitor the achievement of set goals, measures and activities, quality standards have beenset up and necessary competencies of CES counsellors in all key and supporting processes have beendefined. Performance indicators have also been identified and analyzed for key business processes.114In 2011 it is planned to adopt the Strategic Plan of the Service for the coming period that will includeEuropean guidelines contained in major strategic documents. In the European strategy for smart,