(Pursuant to Article 13 of Italian Law no. 328 of 8 November 2000)
Service Charter
The Service Charter presents, in a clear and transparent way, the services offered by the Voluntary Organization Un Nuovo Giorno ODV, the principles guiding its work, the access procedures, the quality standards and the commitments undertaken towards users, guests, families, referring services and the local community.
The Charter is a tool for transparency, protection, participation and continuous improvement. This document defines the criteria for accessing services, how they operate, the conditions that allow users to evaluate them, and the procedures established to protect users themselves.
1. Regulatory references and purpose of the Charter
The Social Services Charter defines:
- the criteria for accessing services;
- the operating procedures of the services;
- the conditions that facilitate their evaluation by users;
- the procedures designed to ensure the protection of users.
The Charter represents an instrument of transparency, protection, participation and continuous improvement.
2. Aim of the Service Charter
This Charter aims to provide clear and transparent information to users, guests, families, referring services and the local community about the services offered by the Voluntary Organization Un Nuovo Giorno, the principles that guide its work and the quality standards it pursues.
It represents a formal commitment by the Organization to provide complete, accessible and up-to-date information, promoting an ongoing process of assessment and improvement.
3. History and identity of the Organization
The Voluntary Organization Un Nuovo Giorno was founded on 25 January 2016 from the experience gained by President Antonia Macaluso at the “Pagliarelli” Prison in Palermo, within activities aimed at inclusion and socio-occupational reintegration for detained persons.
The Association was established with the aim of offering pathways of reception, support and social reintegration to people in vulnerable conditions, promoting autonomy, responsibility and inclusion.
- Date of establishment: 25 January 2016.
- RUNTS registration: since 7 November 2022, registry no. 70196.
- Registered and operational office: Via Calcante n. 9 – 90147 Palermo.
4. “Hdemia ShowOpenHouse”: the educational model
The primary mission of the ODV is carried out through an educational and relational context called Hdemia ShowOpenHouse.
It is a space that combines reception, support, sharing and personal growth, based on the principles of openness, participation and community.
The model is divided into four dimensions:
- Hdemia: an Academy offering artistic, cultural and practical training in different disciplines, aimed at personal growth and skills development.
- Show: a space for expression and enhancement of talents, ideas and individual abilities.
- Open: an open, inclusive and accessible environment based on respect and non-discrimination.
- House: a place of reception, support and sharing that promotes a stable relational climate based on shared responsibility.
5. Philosophy and operational approach
The Organization’s approach is based on daily sharing and the building of meaningful relationships with people in vulnerable situations, within an integrated local network.
The facility welcomes people without distinction of gender, sexual orientation, nationality, political or religious affiliation.
Special attention is given to:
- detained persons or people under alternative measures within the criminal justice system;
- people with addiction-related issues;
- people with mental health conditions and/or dual diagnosis, in coordination with the relevant health services;
- homeless people;
- perpetrators of violent behaviour within intimate relationships.
The intervention model is based on:
- personalized support;
- an individualized educational project;
- periodic monitoring;
- network-based work;
- progressive responsibility-building.
6. Institutional aims
The Organization pursues the following aims:
- to promote social relationships and prevent marginalization;
- to foster the social integration of people coming from the criminal justice system;
- to support personal autonomy;
- to ensure continuity and personalization of interventions;
- to activate assistance and socio-educational pathways for addiction and mental health issues;
- to manage the Centre for Perpetrators of Violence, CUAV.
7. Recipients
The services are addressed to people without distinction of gender, sexual orientation, nationality, political or religious affiliation.
In particular:
- people with pathological addictions and/or dual diagnosis;
- detained persons or people under alternative measures within the criminal justice system;
- people in severe housing vulnerability;
- perpetrators of violence within intimate relationships.
8. Facilities and opening hours
8.1 Operational Office – Via Calcante n. 9, Palermo
Socio-Educational Day Centre and Integrated Multipurpose Community
Opening hours:
Monday, Wednesday and Friday
9:00 AM – 1:00 PM
The Centre provides support in daily activities through qualified staff, promotes individualized educational pathways and encourages participation in internal and external recreational and cultural activities.
8.2 CUAV – Centre for Men Who Perpetrate Violence
The CUAV is part of the national RELIVE network.
Opening hours:
- Tuesday: 10:00 AM – 12:00 PM / 3:00 PM – 6:00 PM;
- Wednesday: 3:00 PM – 6:00 PM;
- Thursday: 9:00 AM – 1:00 PM.
A criminal and civil mediation service is also active at the same office.
8.3 Social Housing – Palermo
A facility dedicated to temporary housing reception for people under criminal justice measures and in conditions of social vulnerability.
8.4 HUB 148 – Via Sferracavallo 148/C, Palermo
A multipurpose space dedicated to day reception, guidance and socio-educational and socio-health support.
9. Activities
The activities include:
- listening and support desks;
- day reception;
- social housing;
- manual and artistic workshops;
- “Liberiamo Talenti” theatre company;
- Officina dei Mestieri;
- production of cultural events;
- awareness-raising activities;
- CUAV pathways.
10. Housing Ortis – Un Nuovo Giorno Organization Chart
The management and operational organization of Housing Ortis – Un Nuovo Giorno is structured into the following functional areas.
General coordination
- Macaluso Antonia – Coordinator.
Administrative, legal and logistics area
- Lo Re Iolanda – Administrative and Reporting Manager.
- Catalano Simona – Manager of Community Justice, Social Inclusion and Support Area.
- Agosta Irene – Legal and Contractual Affairs Management.
- Lo Pizzo Daniela – Administrative Secretariat Staff and Reception Operator.
Socio-educational area and active inclusion
- Giangrande Nunzio – Criminologist and Facility Manager.
- Salvino Federica Giovanna – Professional Educator and Criminologist.
- Esposito Giuseppina – Social Worker.
- Mangia Maria Rosaria – Socio-Health Operator, O.S.S., and Reception Operator.
- Macaluso Antonio – Animator, Reception Operator and Recreational Activities Contact Person.
- Cherifa Tijani – Cultural Mediator.
Clinical area, psychological support and supervision
The clinical area deals with mental health support, user guidance and monitoring of work-related stress within the team.
- Tranchida Veronica – Psychotherapist, Team Supervisor.
- Leone Amalia – Psychotherapist.
- Salerno Beniamino – Psychologist.
Core values
- Reception: every person at the centre.
- Inclusion: building relationships and opportunities.
- Responsibility: caring together for the common good.
- Professionalism: competence, listening and teamwork.
11. Access procedures
The access procedures are designed to ensure a safe environment suited to individual needs.
Access to services takes place through:
- written application;
- preliminary interview;
- assessment of documentation;
- possible referral by the Judicial Authority, UEPE, Municipality, ASP, SERD and other bodies.
The definition of an individualized project is provided for.
12. Costs and contributions
Services may be free of charge or subject to a modulated contribution.
- Day reception: personalized monthly fee.
- CUAV: €25.00 per session.
- Social housing: free of charge when provided within funded projects.
13. Quality standards
The Organization guarantees:
- personalized support;
- educational continuity;
- periodic monitoring;
- a qualified and supervised team;
- integration with the local network;
- transparency of costs;
- privacy protection.
Quality is verified through team meetings, supervision and the collection of users’ observations.
14. Rights, participation and protection
Users have the right to:
- respect and dignity;
- clear information;
- participation in the project;
- confidentiality;
- submit complaints.
Complaints may be submitted in writing to the Management, with a response within 30 days.
15. Agreements and accreditations
The Organization operates through agreements, protocols and accreditations with public bodies, institutions and local networks.
- Since 2017, it has had an agreement with the Court and the UIEPE of Palermo for the support and management of people in the criminal justice area, both inside and outside prison.
- Since May 2017, it has been part of the Peace Council of the Municipality of Palermo.
- Since 2018, it has had an agreement with the Municipality of Palermo for registration at a virtual address for homeless people, with an assistance desk.
- Since December 2018, it has been registered as no. 44 in the list of Third Sector organizations accredited for project activities for adults in the external criminal justice area of Sicily, activity areas A1 and A2.
- Since 20 November 2018, it has joined the Amorù network “Rete Territoriale Antiviolenza – Troppo Amore Uccide”.
- Since May 2020, it has participated in co-planning with the Department of Juvenile and Community Justice – Interdistrict Office for External Criminal Enforcement for Sicily, for the social inclusion of homeless people under alternative measures.
- Since 28 December 2021, it has been accredited by the Municipality of Palermo for “assistance pathways for people with pathological addictions”, with DD no. 14035.
- Since 20 May 2022, it has been accredited by the Department of Mental Health, Pathological Addictions and Neuropsychiatry of ASP Palermo, Resolution no. 609 of 20 May 2022.
- Since 7 November 2022, it has been registered with RUNTS, registry no. 70196, in the ODV section.
- Since 17 November 2023, an ASP Palermo protocol has been active for prevention interventions aimed at perpetrators of gender-based violence or potential perpetrators.
- PNES accreditation with protocol no. 10456 of 08/01/2025.
- CUAV accreditation protocol no. 1078id of 21/04/2026 pursuant to Article 8 of the Ministerial Decree of 22/01/2025.
16. Organizational structure
The Centre operates through a multidisciplinary team made up of members, professionals in the social and educational fields, collaborators, volunteers and trainees.
Coordination and professional supervision meetings are provided for.
17. Privacy
Data processing is carried out in compliance with Regulation EU 2016/679, GDPR.
18. Review and update of the Charter
The Service Charter is subject to periodic review and updating.
Contacts
Office:
Via Calcante, 9 – 90147 Palermo
Office phone:
+39 375 7114277
Secretariat:
091 361858
Codice Uomo:
+39 375 7381570
Secretariat email:
segreteria.unnuovogiorno@gmail.com
Association email:
associazioneunnuovogiorno@gmail.com
CUAV email:
codiceuomo.cuav@gmail.com
Website:
www.unnuovogiorno.it
Un Nuovo Giorno is a member of SEAC – Coordination of Prison Volunteering.