Centre for Community Support in Lovech. The users of the social services undergo annual medical and dental examinations. They have not concluded a contract with a psychiatrist. The NPM was informed of the individual positions at the Centres, and at the date of the inspections there were no vacancies. The qualified staff consists of social workers and a nurse. The main problem found during the inspections by the NPM in these social institutions for children is the lack of qualified staff that should take adequate care of the children placed in the Centres. The NPM was provided with statements of ascertainment from inspections conducted by the State Agency for Child Protection in the Family-Type Placement Centre for Children and Adolescents with Disabilities “Nadezhda”, which show many violations by the director and the employees. One of the caregivers inflicted psychological harassment against a child, another case describes a child leaving the centre without the consent of the employees on duty and after a signal from a woman the child was brought back. The statement also notes a case of two children who were unaccompanied and one of them was moving in a wheelchair. The provider of the social service failed to comply with standard 17 and standard 21 of Appendix No. 3 to Article 48 of the Ordinance on the criteria and standards for social services for children: the provider of the service shall ensure conditions for building relations based on mutual respect and understanding between the children and the staff, and the provider of the service shall carefully recruit the staff and volunteers working with the children at the institution or in the residential services. The NPM found that the psychosocial climate at FTPCCAD “Nadezhda” was not good. The NPM held an interview with the manager, which revealed existing conflicts between the employees and named one of them as the informal leadеr. The manager cannot control and organise the activities of the centres. In consideration of the foregoing, the Ombudsman acting as NPM recommended to the Mayour of Lovech Municipality to examine immediately, with the support of external consultants, the professional and moral qualities of the employees and the manager in the two institutions; to exercise stricter control over the manager in the execution of his duties; to require monthly reports from the manager on recorded incidents carried out by the staff against children; as well as to set clear criteria for the moral and ethical qualities of employees. Residential social services for adults In 2019, the NPM carried out inspections of residential social institutions of the old type (homes) and of community-based residential social services opened as part of the process of deinstitutionalization (family-type placement centres and protected homes) for adults with mental disorders, mental retardation and dementia. The NPM needs to note once again that the main problem of the residential social institutions of the old type is the fact that very often these homes are located outside settlements, with bad road and communication infrastructure. This inhibits access to specialists. In single cases, the homes are located in cities with available options for provision of integrated social and health services. In its annual reports the NPM has repeatedly made the negative finding that some settlements do not have foresee relocation of the residential care services to the community. Instead, the material conditions of the old institutions are being reorganised to become protected homes and centres for placement of family type. In practice, this leads to placing the new services in the same building or in the yard of the respective residential service of the old type. The opinion of the NPM is that it is absolutely inadmissible to open social institutions and services in remote places, in which there is no appropriate infrastructure and recruitment of qualified staff is difficult. 41