�ݺ�ߣ progetto sirc presentazione finale

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Il documento descrive un'iniziativa della filiale INPS Flegrea per migliorare l'accoglienza e l'integrazione degli utenti stranieri. Il progetto si articola in fasi di ricerca, generazione di idee, sperimentazione e formazione interculturale, enfatizzando l'importanza della comunicazione e della comprensione reciproca. I benefici attesi includono la crescita personale dello staff, una maggiore coesione e una migliore qualità del servizio offerto agli utenti.

La Filiale INPS Flegrea
alla sfida
dell’interculturalità

Il problema e la visione
Come possiamo rendere il servizio dell’INPS più accogliente per
un’utenza che cambia: focus immigrazione e intercultura
Favorire un processo di ‘integrazione reciproca’:
Gli utenti stranieri
conoscono i servizi
dell’INPS, si orientano,
accedono in maniera
autonoma e trovano le
risposte che cercano.
Lo staff conosce meglio
bisogni e problematiche
dell’utenza straniera e ha
strumenti adeguati per
l’interazione con utenti
stranieri.

Le fasi del progetto
1. La ricerca e l’ascolto
2. La generazione delle idee
3. La sperimentazione
4. La formazione interculturale

Come eravamo: visti con gli occhi degli utenti

La formazione interculturale
• La comunicazione parte
dall’individuo (rapportarsi
all’altro dopo aver
conosciuto se stessi)
• La comunicazione
interculturale è una
componente fondamentale
della formazione dello staff

I benefici per l’individuo
• Crescita personale: conoscerci e ‘vederci’ da
un nuovo punto di vista
• Sviluppo della capacità di accoglienza e di
ascolto
• Riflessione sul proprio atteggiamento sul
lavoro e sui valori
• Comprensione e interiorizzazione del concetto
di Intercultura

I benefici per il servizio
• Coesione del gruppo di lavoro: maggiore
comunicazione, confronto e lavoro collaborativo
• Migliore conoscenza dei bisogni e delle problematiche
dall’utente durante l’erogazione del servizio
• Sviluppo del concetto di accoglienza e della sua
rilevanza per la qualità del servizio in chiave
interculturale
• Sviluppo di un approccio più umano nell’erogazione
del servizio: cambio di prospettiva da utenti a persone
• Aver tracciato un percorso positivo replicabile e
sostenibile

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�ݺ�ߣ progetto sirc presentazione finale

1. La Filiale INPS Flegrea alla sfida dell’interculturalità

2. Il gruppo di lavoro

3. Il problema e la visione Come possiamo rendere il servizio dell’INPS più accogliente per un’utenza che cambia: focus immigrazione e intercultura Favorire un processo di ‘integrazione reciproca’: Gli utenti stranieri conoscono i servizi dell’INPS, si orientano, accedono in maniera autonoma e trovano le risposte che cercano. Lo staff conosce meglio bisogni e problematiche dell’utenza straniera e ha strumenti adeguati per l’interazione con utenti stranieri.

4. Le fasi del progetto 1. La ricerca e l’ascolto 2. La generazione delle idee 3. La sperimentazione 4. La formazione interculturale

5. La ricerca

6. Come eravamo: visti con gli occhi degli utenti

7. Il confronto con i patronati

8. L’ascolto degli utenti

9. I diari dello staff

10. I diari dello staff

11. I diari dello staff

12. Le aree di intervento

13. Le aree di intervento

14. Le aree di intervento

15. Bonus Bebè

16. Nuovo Assegno Sociale per l’Impiego

17. Le aree di intervento

18. La formazione interculturale

19. La formazione interculturale • La comunicazione parte dall’individuo (rapportarsi all’altro dopo aver conosciuto se stessi) • La comunicazione interculturale è una componente fondamentale della formazione dello staff

20. I benefici per l’individuo • Crescita personale: conoscerci e ‘vederci’ da un nuovo punto di vista • Sviluppo della capacità di accoglienza e di ascolto • Riflessione sul proprio atteggiamento sul lavoro e sui valori • Comprensione e interiorizzazione del concetto di Intercultura

21. I benefici per il servizio • Coesione del gruppo di lavoro: maggiore comunicazione, confronto e lavoro collaborativo • Migliore conoscenza dei bisogni e delle problematiche dall’utente durante l’erogazione del servizio • Sviluppo del concetto di accoglienza e della sua rilevanza per la qualità del servizio in chiave interculturale • Sviluppo di un approccio più umano nell’erogazione del servizio: cambio di prospettiva da utenti a persone • Aver tracciato un percorso positivo replicabile e sostenibile

22. I ringraziamenti

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�ݺ�ߣ progetto sirc presentazione finale

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�ݺ�ߣ progetto sirc presentazione finale