Influence of Work Climate, Staff Attributes and Job Attitude, in the Quality of the Work Process in Residential Care Institutions in Albania – Using A Systemic Approach

Entela Avdulaj
University "Ismail "Qemali of Vlora, Albania

Abstract

The quality of services in residential social care institutions in Albania has often been questioned by monitoring institutions and human rights organizations. These services have been criticized as insufficient and in some cases being not in line with the national and international standards. Based on a systemic approach, the literature suggests that quality assurance depends on the institutional context, the quality of inputs and the work process. These systems interact and influence each other and all together aim to achieve product quality at work, which is characterized by the quality of services and the quality of life of programs’ users. Literature findings show that the work process is influenced by several different factors, among which the most important are several context factors, such as job attitudes, staff attributes, as well as climate at work. This paper aims to measure to what extent these elements of the institutional context influence the system of the work process, in order to contribute to improving the quality of service delivery. The research was conducted in 10 residential centers in Albania that provide services for children and young people without parental care and people with special needs. 140 employees of these centers participated in the study. Statistical analysis was used to predict the system of work process and the Statistical Program for Social Sciences (SPSS), version 26 certified was used. TCU Survey of Organizational Functioning, Institute of Behavioral Research (2005) was used to measure the quality of the context and the work process. The results of the linear regression showed that the job attitude, staff attributes and work climate predict the system of the work process to the extent 63% (R2 = 62) of it, and job attitude was the largest predictor of the work process and then the attributes of the staff and the climate at work. Based on the results of the study, the improvement of the institutional context affects the increase of the quality of distribution and the process of service implementation in social programs.

Presentation