Evaluating Philadelphia’s Rapid Re-Housing Impacts on Housing Stability and I...
Toronto Shelter Standards
1. Toronto
Shelter
Standards
Community & Neighbourhood Services
Shelter, Housing & Support
2. Toronto Shelter Standards
Acknowledgements
Members of the Inter-departmental City Staff Working Group
Carolyn Amell, Children’s Services Karen Mann, Shelter, Housing & Support
Joann Braithwaite, Toronto Public Health Tricia Marcellin, Shelter, Housing & Support
Iain De Jong, Shelter, Housing & Support Rudy Mumm, Social Development & Administration
Alice Gorman, Toronto Public Health Fiona Murray, Shelter Housing & Support
Anne Longair, Shelter, Housing & Support Susan Shepherd, Social Development & Administration
Barbara MacGibbon, Shelter, Housing & Support Don Taylor, Shelter, Housing & Support
Members of the Community Reference Group
Richard Barry, Executive Assistant to Councillor Jack Layton (Advisory Committee on Homeless and Socially
Isolated Persons)
Nancy Blades, Sistering (West-end Drop-in Sector)
Lori Borer, St. Stephen’s Corner Drop-in (Advisory Committee on Homeless and Socially Isolated Persons)
Will Coukell, Horizons for Youth (Youth Shelter Sector)
Laura Cowan, Street Health (Health Sector)
Michelle Gilchrist, St. Simon’s Church (Out of the Cold)
Patricia Guy-Small (community member)
Bruce Hallet, Pape Adolescent Resource Centre (Alternative Housing and Services Committee)
Tammy Hookway, Mary’s Home (Single Women’s Shelter Sector)
Donna Johnson, Toronto Community Hostel (Family Shelter Sector)
Sheryl Lindsay, Hostel Outreach Program (Mental Health Sector)
Stephen Meredith, Centre for Addiction and Mental Health (Harm Reduction Task Force)
Miranda Pinto, Catholic Cross-cultural Services (Refugee Sector)
Enrique Robert, Open Door Centre (East-end Drop-in Sector)
Greg Rogers, Native Men’s Residence (Aboriginal Shelter Sector)
Nancy Sidle, COTA (Scarborough Homelessness Committee)
Christina Strang, Meal-Trans Program (Transgendered/Transsexual Sector)
Brad Thrupp (community member)
Denise Toulouse, Anishnawbe Biindged Program (Street Outreach Sector)
Aklilu Wendaferew, Good Shepherd Centre (Single Men’s Shelter Sector)
3. Toronto Shelter Standards
Other City Staff Assistance
Ruth Aguilar, Shelter, Housing & Support Art Manuel, Seaton House
Chris Brillinger, Social Development & Administration Scott Maywood, Toronto Police Service
Phil Brown, Shelter, Housing & Support Evelyn Mitchell, Women’s Residence
Bryon Clark, Shelter, Housing & Support Karen Myers, Shelter, Housing & Support
Donna Clark, Shelter, Housing & Support Sheryl Pollock, Shelter, Housing & Support
David DeLuca, Shelter, Housing & Support Sarah Rix, Social Development & Administration
Sandra Fraser-Hatton, Corporate Services Cynthia Ross, Shelter, Housing & Support
Sarah Funston-Mills, Corporate Access & Privacy Elaine Smyer, Shelter, Housing & Support
Sean Goetz-Gadon, Shelter, Housing & Support Fred Towers, Shelter, Housing & Support
Charna Gord, Toronto Public Health Dympha Walko-Channan, Corporate Services
John Jagt, Shelter, Housing & Support Zell Wear, Shelter, Housing & Support
Gerry Lawrence, Toronto Public Health Deb Wharton, Toronto Public Health
Thanks to:
Teresa Cameron, Daily Bread Food Bank Kenn Richard, Native Child and Family Services
Zoe Cormack-Jones, Second Harvest Trish Robinson, St. Michael’s Hospital
Leslie Gash, Dixon Hall Nick Saul, The Stop Community Food Centre
Kiaras Gharabaghi, Eva’s Initiatives Kyle Scanlon, 519 Church Street Community Centre
Tracey Holtz, St. Michael’s Hospital Nicci Stein, 519 Church Street Community Centre
Jake Pyne, 519 Church Street Community Centre
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4. Toronto Shelter Standards
Table of Contents
1. Introduction 4
1.1 The Municipal Role 4
1.2 Organizational Overview of Hostel Services 5
1.3 Program and Site Review 5
1.4 Financial Viability 6
2. Guiding Principles 7
3. Standards of Organization 8
3.1 Organizational Status for Purchase-of-Service Shelters 8
3.2 Governance 8
3.3 Financial Accountability 8
3.4 Program Accountability 9
3.5 Conflict of Interest 9
4. Access to Shelter 11
4.1 Admission and Discharge 11
4.2 Bed Registration for Incoming and Registered Residents 12
4.3 Occupied Bed 12
4.4 Overnight Passes and Leaves with Permission 13
4.5 Substance Use 13
4.6 Service Restrictions (Barrings) 13
4.7 Meeting the Needs of Transgendered/Transsexual/Two-spirited Residents 14
5. Resident Rights and Responsibilities 15
5.1 Resident Input 15
5.2 Complaints and Appeals 16
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5. Toronto Shelter Standards
6. Program Standards 17
6.1 Provision of Essential Services 17
6.2 Counselling Supports 17
6.3 Daytime Access 18
6.4 Services to Children 18
6.5 Duty to Report Suspected Cases of Child Abuse and Neglect 19
6.6 Confidentiality 19
6.7 Sharing of Resident Information 19
6.8 Resident Information and Resident Files 20
6.9 Staff Code of Conduct 20
7. Food Safety and Nutrition Standards 22
8. Health and Safety Standards 24
8.1 Health Standards 24
8.2 Safety Standards 25
8.3 Resident Medication 25
8.4 Weapons 26
9. Staff Training 27
10. Glossary of Terms 29
11. Appendixes 33
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6. Toronto Shelter Standards
1. Introduction The Shelter Standards were developed through a series
of consultations with a Community Reference Group
The City of Toronto partners with community agencies
and an Inter-departmental City Staff Steering Committee.
to provide emergency shelter and assistance to home-
As part of the process, we reviewed best practices,
less families and individuals. The City has a responsibility
conducted key informant interviews, held focus groups
to the residents who are served and to ensure that
with shelter residents, consulted with shelter operators
shelters meet acceptable standards.
and reviewed shelter access policies. Shelter Standards
The City directly operates shelters and also contracts are intended to reflect the input and interests of the
with community non-profit shelters through purchase- municipality, shelter operators, relevant stakeholders,
of-service agreements. The City has a long history of shelter residents and local communities.
providing emergency shelter for people who are
homeless. Since the 1980s, the emergency shelter 1.1 The Municipal Role
system has grown rapidly and the face of homelessness
The Ontario Works Act defines the provision of
has changed. The growth in the shelter system is
emergency hostel services as a discretionary service.
attributed to increasing unemployment, government
The City of Toronto administers shelter assistance
cuts to social programs, increasing rates of poverty,
through purchase-of-service agreements with community
cuts to social assistance rates and a lack of affordable
agencies. The City also directly operates emergency
rental housing.
shelter facilities.
The shelter system has become more specialized
Funding for emergency shelters is provided through the
and flexible to meet new needs within the homeless
Ontario Works Act and is cost-shared between the
population. The shelter system today includes more
province and municipalities, up to a maximum provincial
transitional shelters, specialized programs such as harm
per diem contribution of $30.40. Municipal funds are
reduction, and a wide variety of supports and services.
approved by Toronto Council through the annual
The City promotes the delivery of safe, accountable operating budget process.
and cost-effective services for homeless people.
The City of Toronto’s Hostel Services fulfills the
The City is committed to ensuring that shelter service
municipal role by:
is delivered in ways that help homeless people to gain
entering into contractual arrangements (purchase
access to housing and support services, provide choices, of service agreements) with community-based
respect diversity and ensure public value for funding. agencies and providers to purchase shelter
assistance for people who are homeless
In order to meet this commitment, Shelter Standards
have been developed to provide shelter operators and administering a shelter system through directly
residents with a clear set of expectations and guide- operated and purchase-of-service shelters
lines for the provision of shelter services in Toronto. managing directly operated shelters
All emergency and transitional shelters, funded or ensuring that all directly operated and purchase-
directly operated by the City of Toronto, are required of-service programs meet the Shelter Standards
to adhere to the Shelter Standards. and the contractual obligations as set out in the
purchase-of-service agreement.
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7. Toronto Shelter Standards
1.2 Organizational Overview 1.3 Program and Site Review
of Hostel Services All shelters must meet the Shelter Standards as part
Hostel Services: of their purchase-of-service agreement with the City
operates within the Shelter, Housing and of Toronto. Shelters entering into their first purchase-
Support Division of the Community and of-service agreement with the City of Toronto must
Neighbourhood Services Department demonstrate their ability to meet the Shelter Standards
reports to Toronto City Council through the or have developed a detailed plan to ensure all standards
Community Services Committee. are met within six months of receiving funding.
The mandate of the Shelter, Housing and Support Agency Review Officers are Hostel Services staff
Division is to contribute to healthy communities by responsible for administering the purchase-of-service
ensuring that people have a range of shelter and agreements with shelters and ensuring compliance
affordable housing options. The division provides with Shelter Standards. The role of the Agency Review
temporary shelter and support for homeless individuals Officer is to:
and families, while creating and maintaining permanent administer purchase-of-service contracts
affordable housing solutions. ensure contract compliance
complete site reviews at directly operated and
Shelter, Housing and Support Organization purchase-of-service shelters to evaluate shelter
policies, procedures and records to determine
General Manager, Shelter, if the requirements outlined in the Shelter
Housing & Support
Standards and the purchase-of-service
Social Housing
agreement are being met
Hostel Services
Administration
provide information and assistance to shelters
review and resolve complaints
Housing & Homelessness Housing Development
Supports & Initiatives “Let's Build organize and facilitate inter-agency forums of
shelter operators to enhance communication,
Finance &
service co-ordination, and support best practices
Partnership Development
& Support Administration
be the central point of contact for shelter operators
provide training regarding Shelter Standards to
The mandate of Hostel Services is to provide shelter shelter staff and Boards of Directors
and assistance to homeless individuals and families, assist in the development of new shelter programs.
and to assist them to arrange for their housing and/or
treatment needs. Agency Review Officers complete site reviews, and the
results of the review are discussed in detail with the
shelter operator and kept on file. Copies of all site review
reports are forwarded to the shelter operator and Board
of Directors. Any concerns outlined must be rectified
before the purchase-of-service agreement is renewed.
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8. Toronto Shelter Standards
1.4 Financial Viability
To ensure that organizations with purchase-of-service
agreements are able to provide stable and continuous
care to people who are homeless, the City of Toronto
evaluates financial viability of agencies. Past financial
history — as detailed in financial statements, statements
of net worth, capital reserve funds, and approved
annual operating budgets — form the basis of the
financial assessment.
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9. Toronto Shelter Standards
2. Guiding Principles 8. The health and safety of residents, volunteers and
staff is of the highest importance in each shelter.
The Shelter Standards are grounded in the following Training, policies, procedures and regular main-
principles and values that promote a philosophy for tenance are intended to encourage, improve and
service provision. These principles and values are not maintain the health and safety of all people
shelter standards, but rather help guide the delivery of residing, volunteering and working in the shelter.
shelter services.
9. People who are homeless have few resources and
1. All homeless persons have the right to shelter the shelter system is often their final option to
service regardless of political or religious beliefs, receive the basic necessities of life: food and
ethno-cultural background, (dis)ability, gender shelter. Issuing service restrictions in the shelter
identity and/or sexual orientation. Staff must system must be done only as a last resort and in
respect and be sensitive to the diversity of the most serious cases.
residents. Discriminatory and racist incidents 10. People who are homeless, like other members of
or behaviours are not tolerated. our community, may use substances to varying
2. The shelter will provide an atmosphere of dignity degrees. Everyone is entitled to shelter service
and respect for all shelter residents, and provide whether or not they use substances. As a result,
services in a non-judgmental manner. admission, discharge and service restriction
policies must not be based on substance use
3. Residents are capable of moving toward increasing
alone, except for those shelters operating on an
levels of self-reliance and self-determination.
abstinence basis. To increase the accessibility of
Shelter staff will work with residents to assist
the shelter system and to respond to diverse
them in achieving their goals.
resident needs, a range of service approaches
4. Shelters will be sensitive to the ethno-specific from abstinence to harm reduction must be
and linguistic needs of residents. Staff will work available within the shelter system.
to ensure residents have access to culturally
11. In order to provide effective shelter programs
appropriate interpreter services and that written
and services, shelter residents must be involved
materials are available in other languages.
in service provision, program planning, develop-
5. Gender identity is self-defined. Sometimes this ment and evaluation, and policy development.
may not correspond with a person’s physical
12. Shelters that include children and youth must
appearance. Service providers need to accept
provide supports and activities and ensure that the
gender identity as defined by the individual
school-related, recreation and treatment needs
rather than by the perception of staff and/or other
of resident children are met on-site or through
residents.
referral to community-based services.
6. Shelter staff often have access to detailed and
13. The shelter should offer an opportunity for children
highly sensitive personal information about
and youth with developmental and/or physical
residents. Protecting the privacy and confiden-
disabilities to develop their full potential within
tiality of shelter residents and their personal
an environment where they can interact and
information is of the utmost importance.
socialize with other children.
7. All people staying in shelters will have access to
14. Shelters are part of a larger network of homeless
safe, nutritious and culturally appropriate food.
services and agencies. Collaboration within this
network is important to ensure effective and
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co-ordinated services.
10. Toronto Shelter Standards
3. Standards of reviewing budgets and expenditures
reviewing and approving accounting and report-
Organization ing procedures
selecting and conducting an annual performance
3.1 Organizational Status for
review of the Executive Director.
Purchase-of-Service Shelters
A group operating a shelter must be incorporated as a The board must have a sufficient number of directors
non-profit organization under the laws of Ontario or with the range of skills required to fulfill this role.
Canada, and must be registered as a Canadian Charity
The board must convene regular board meetings, an
under the Income Tax Act.
annual general meeting and maintain written records of
The agency must abide by the Ontario Corporations these meetings. Board minutes and minutes from the
Act, the Income Tax Act, the Charities Accounting Act, annual general meeting must be signed by a board
the Charitable Gifts Act and any other applicable member to verify acceptance.
legislation, regulations, bylaws and policies.
Minutes from the annual general meeting will be sent to
The agency’s Articles of Incorporation, most recent Hostel Services as part of the yearly funding submission.
bylaws, Revenue Canada Business number, purpose
or mission statements and contact information for the 3.3 Financial Accountability
Executive Director and Board of Directors must be on
On an annual basis, all shelters must provide program
file with Hostel Services.
and financial information to Hostel Services in a form
Agencies must adhere to the City of Toronto declaration specified by the City of Toronto. All annual budget
of non-discrimination policy and anti-racism policy. submissions must be submitted, in the specified format,
to the City by a date determined by the City of Toronto.
An annual service agreement is developed for all
3.2 Governance agencies with an expiry date of December 31st of
Purchase-of-service shelters must be operated by a each year. Service agreements must be signed by a
volunteer Board of Directors. board member with agency signing authority.
The Board of Directors is responsible for: Agencies will invoice the City monthly for all services
ensuring the mandate, mission, values and provided in the previous month. Documentation, as
strategies of the organization are followed required by legislation and Hostel Services, will
setting agency priorities accompany monthly claims for payment. A shelter’s
reviewing and approving policies average monthly bed occupancy must not exceed the
bed capacity specified in the service agreement.
evaluating services
Agencies will only be reimbursed up to the maximum
ensuring that the organization meets funder bed capacity and per diem specified in the service
expectations and contract conditions including agreement.
compliance with Shelter Standards
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11. Toronto Shelter Standards
Bookkeeping and financial records will be set up The shelter will not introduce any ancillary services
according to current accounting procedures, and that detract or interfere with the effective delivery of
an annual audit will be conducted by a qualified their shelter program, and if in doubt, should discuss
independent auditor. All financial records, including such plans in advance with Hostel Services staff.
resident information for per diem and personal needs
The shelter, board and/or management are responsible
allowance payments, must be kept for a minimum of
for ensuring that staff performance and accountability
seven years for financial audit purposes.
are properly monitored and evaluated. The agency
Random audit checks of shelters will be conducted that must have a system of staff supervision and regularly
will require bed logs to be provided when requested by scheduled performance evaluations.
Hostel Services. Bed logs must be kept for a minimum
All shelters must have a system in place for recording
of seven years for financial audit purposes.
unusual incidents. The recording of the incident
should include identifying any residents who were
3.4 Program Accountability involved in or witnessed the incident in the event of
Staff of Hostel Services conduct site reviews and visit a criminal investigation.
the shelter throughout the year on an as-needed basis.
Any incidents of a serious nature must be reported
Staff will periodically visit the agency at other times
immediately to an Agency Review Officer, Hostel
to conduct unannounced checks including random
Services at 416-392-8741. An incident report must be
audits. The shelter will provide the Hostel Services
completed within 24 hours of all serious occurrences
representatives with reasonable access to the premises
involving fire, death, severe assault/accidental injuries
and to financial and service records. The purpose of
and/or attempted suicides requiring medical assistance,
the visits will be to observe the program in action and
and occurrences involving a firearm. One copy of the
to verify that the program is functioning in accordance
incident report must be forwarded within 24 hours to
with the conditions of funding. During visits, Hostel
Hostel Services.
Services staff may wish to meet with agency staff, board/
committee members, volunteers and shelter residents.
3.5 Conflict of Interest
An operational review of a shelter may be undertaken
Conflict of Interest for the purposes of this document
if, at any time, Hostel Services staff are concerned that
is defined as:
an agency is not meeting its contractual obligations,
A situation in which an individual uses or is perceived
including following the Shelter Standards. A review
to use information, influence and/or resources of an
may also be undertaken if an agency repeatedly fails
organization primarily for personal benefit, benefit to
to fulfill or follow the conditions of its bylaws or
one’s family, or insurance against personal loss, or for
incorporating documents.
that of related organizations to which they belong,
without prior disclosure of affiliation.
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12. Toronto Shelter Standards
In cases of conflict of interest, the individual must
declare the conflict through the appropriate channels.
The Board of Directors will need to be aware of
situations where there is an appearance of conflict
of interest, take action and seek out advice where
appropriate.
The following are examples of activities that may
place agency and/or volunteers in positions of conflict
of interest:
a member of the Board of Directors filling a
regular salaried staff position or contract position
without first resigning their position on the board
a member of the Board of Directors receiving an
honorarium from the agency for providing services
to the agency
a staff, director or volunteer interviewing a
relative for employment with the same agency
a staff or board member renting property they
own to residents
a staff or board member employing a resident
in another context outside the agency.
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13. Toronto Shelter Standards
4. Access to Shelter Residents should be discharged from a shelter with a
plan in place. There is no standard length of stay in the
shelter system. Length of stay is based on individual
4.1 Admission and Discharge
circumstances and determined on a case-by-case basis
Admission and discharge records for all residents
by the shelter.
must be maintained by all shelter operators showing
name, date of birth, reason for service, date of admis- In cases where it is necessary to transfer a resident to
sion and discharge, and reason for discharge. another shelter, shelters should work co-operatively
whenever possible.
Shelters must be able to admit new residents at all
times during their hours of operation, provided that the Exceptional circumstances where residents may be
applicant is eligible for service and space is available. discharged without a plan in place include assault of
staff or residents, other violent behaviour, possession
The shelter must have clearly written criteria, policies
of weapons, trafficking in illegal drugs, or serious
and procedures for admission. A copy of admission
behaviours that compromise the health and safety of
and discharge policies must be on file with Hostel
other residents and/or staff.
Services and re-submitted if revised.
Shelters may exceed their capacity for a limited period
Shelter rules and resident rights and responsibilities
of time as authorized, and with the prior approval of
must be explained to all residents at admission or as
Hostel Services, in cases of Extreme Cold Weather
soon as reasonably possible.
Alerts or unforeseen emergencies.
Resident bed logs must be maintained at each shelter
During Extreme Cold Weather or Heat Alerts, it is
and contain the name of resident, date of birth, assigned
necessary that all shelters relax service restrictions,
room and bed number, time in (if after curfew),
admission eligibility criteria and extend daytime
overnight or late pass and discharge information.
access hours wherever possible in order to minimize
Shelters that are not able to admit a person who is risk factors to homeless persons.
homeless for whatever reason must provide a referral to
another shelter or other appropriate facility. The shelter
must provide a referral, confirm the bed is available
and provide transportation assistance if required.
Shelters must maintain records of all in-person and
telephone-requested admissions. All requests for
admission should include the person’s name, reason
for non-admittance and to where the person was
referred. The total number of requests for admission
must be submitted monthly to Hostel Services on a
form provided (see Appendix A).
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14. Toronto Shelter Standards
4.2 Bed Registration for Incoming 4.3 Occupied Bed
and Registered Residents All shelters must determine the time of their final bed
The following standards regarding bed registration are count, and the final count must be conducted at this
only applicable to single adult and youth emergency set time every night. The final bed count must fall
shelters. Transitional and family shelters are exempted between the hours of 2:00 a.m. and 4:00 a.m. For
from these standards. Specialized programs such as harm shelters that are unable to perform physical bed
reduction programs may be exempted with approval counts during these hours it is expected that shelters
from Hostel Services. will develop a tracking system to determine who is in
the shelter during the final count.
In the single adult and youth emergency shelter system,
beds reserved for incoming residents should be held for The final bed count must be recorded on a form pro-
a maximum of two hours, except by special request vided by the City of Toronto, and be consistent with
or extenuating circumstances such as employment, bed occupancy information submitted for payment
appointments or travel time to the shelter. If the person (see Appendix B).
has not arrived by the end of the agreed upon time
An occupied bed is defined as a bed that is physically
period, the bed must be released.
occupied by a resident when the resident count is taken.
In the single adult and youth emergency shelter system, This will include residents who are temporarily out of
beds must not be held after curfew unless the resident their beds, but present elsewhere in the shelter during
has made prior arrangements with staff and received the time of the count, and residents on a documented
permission to be late due to shift work (examples and approved overnight pass/leave with permission
include persons working in a factory, restaurant or sex that is based on their case plan or due to an
trade industry), cultural, religious, or family obligations. unforeseen emergency.
In situations where the resident who has not returned
by curfew requires special accommodation due to
health, mental health or addiction issues, shelters may
hold the bed until the following morning to see if the
person will return. However, in the event the shelter
receives a request for a bed that they are unable to
accommodate or refer to another shelter, it is expected
that they will admit the person for one night only in
the held bed or on an emergency cot. The following
day, the shelter must refer the new resident to another
shelter if the other resident has returned and they can
not accommodate them within their own shelter.
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15. Toronto Shelter Standards
4.4 Overnight Passes and Leaves Shelters operating on an abstinence model must iden-
with Permission tify how abstinence is defined within their program,
and have City approval to operate an abstinence-based
In order to ensure people needing shelter have access facility. When a shelter cannot accommodate a resident
to it, overnight passes for people staying in the shelter under the influence of a substance, a referral to another
system must only be used in exceptional and limited shelter must be made. Referral agreements with shelters
circumstances. Granting overnight passes or leaves that can accommodate people using substances will be
with permission should be based on the resident’s established and will include the following elements:
case plan and support the goal of improving their a list of shelters with which referral agreements
housing situation (for example, overnight visits to are in place
family to support the goal of family reunification).
a process for contacting the receiving shelter to
Emergency overnights may also be granted on a case- ensure the resident can be accommodated
by-case basis (for example, medical emergencies,
a process for providing support to the resident to
funerals, etc.). The City of Toronto will only provide
help them reach their destination
a per diem payment for absent residents when the
leave is based on their case plan or for an emergency a process for follow-up with the receiving shelter
situation. to ensure the resident has arrived.
Leaves with permission or overnight passes cannot
exceed three days without the approval of the Agency
4.6 Service Restrictions (Barrings)
Review Officer. All shelters must have a policy regarding service
restrictions, and a copy of this policy must be on file
with Hostel Services and re-submitted if revised.
4.5 Substance Use Policies must clearly outline the reasons for service
With the exception of abstinence-based shelters, restrictions and the internal shelter process to appeal,
admission and discharge decisions cannot be based review and lift restrictions regularly.
upon substance use alone, but should be based on
behaviour. Shelter operators must be open about their Residents will be made aware of the service restric-
admission and discharge policies, to ensure residents tion policy upon admission or as soon as reasonably
and other service providers understand the basis on possible. The service restriction policy must be posted
which people may be allowed or denied access to a in an area accessible to residents.
shelter if they are under the influence of a substance.
All service restrictions issued by shelters must be
authorized by the Executive Director.
Shelter staff must inform the resident the reason for
the service restriction, the date it will be reviewed
with the resident and the date the service restriction
will be lifted. Shelter staff must ensure that the resident
has an alternate place of shelter and facilitate a transfer
to another shelter or other destination.
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16. Toronto Shelter Standards
Shelters must maintain records of all service restrictions. Shelters will be required to develop a process detailing
Records must include name of resident, date the service how they will ensure accessibility to the TG/TS/2-S
restriction is issued, reason for service restriction, date community that will be reviewed by Hostel Services.
the service restriction is to be reviewed with the resident, The process to ensure accessibility may include
date the service restriction will be lifted, shelter or other reviewing current shelter policies relating to access,
destination to which the resident was referred, signature developing new policies specific to this group,
of staff who issued the service restriction, and signature completing staff training, designating beds, etc.,
of senior staff who approved the service restriction. and must be conducted in consultation with the
TG/TS/2-S communities.
All residents who wish to appeal the service restriction
will be given the name and contact information of the For shelters that are not yet able to accommodate
Agency Review Officer. TG/TS/2-S residents, referrals to programs and
services that are able to meet their needs, in their
Long-term service restrictions (over a period of six
identified gender, must be completed.
months) will only be issued in the most serious cases
that compromise the safety and security of shelter Shelters are encouraged to organize staff training
staff and residents. Hostel Services will be notified regarding TG/TS/2-S people, which is facilitated
of any long-term service restrictions. by these communities.
All shelters must report service restrictions on a monthly
basis to the City of Toronto on a form provided
(see Appendix C).
4.7 Meeting the Needs of
Transgendered/Transsexual/
Two-spirited Residents
It is expected that all shelters be accessible to the
transgendered/transsexual/two-spirited (TS/TG/2-S)
residents in their self-defined gender, and that shelters
will work toward improving access to this group.
Shelters will support the choices of TG/TS/2-S residents
to gain access to services in the gender they identify
will best preserve their safety.
As a first step, shelters will be required to identify
how they respond to people who are TS/TG/2-S seeking
shelter service, so that Hostel Services and people
who are TS/TG/2-S are aware of which shelters can
meet their needs.
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17. Toronto Shelter Standards
5. Resident Rights Residents are responsible to:
Follow the rules of the shelter.
and Responsibilities 1. Treat shelter staff and other shelter residents
Each shelter will adopt a written policy concerning the with respect.
rights and responsibilities of residents. The policies 2. Respect the private property and belongings of
must be posted in a common area of the shelter and other shelter residents.
be communicated to residents through various ways
3. Respect the private property and belongings of
such as intake, admission and resident meetings.
the shelter.
At a minimum, the rights and responsibilities of 4. Work with staff to improve their housing situation
residents should include the following: within their capacity.
Residents have the right to:
1. Expect that the standards outlined in this document 5.1 Resident Input
will be followed. Resident input will be sought in all areas of program
2. Be treated in a non-judgemental and respectful way. planning, program development, policy development
and program evaluation. This may include exit
3. Be free from discrimination and harassment.
interviews, discharge surveys, one-on-one interviews,
4. Have a fair and clear complaint and appeal resident surveys, resident focus groups and/or
process without fear of punishment. residents’ meetings.
5. Receive safe, adequate and nutritious food.
Shelters must identify communication mechanisms
6. Provide input and feedback into shelter between the Board of Directors and shelter residents.
programs and policies.
This may include resident advisory committees,
7. Be involved in decisions that affect them. newsletters, and posting of board and committee
8. Identify reasonable goals and receive support minutes that are applicable to residents in an
from staff to achieve them. accessible area.
9. Be given information about services and Shelters must hold residents’ meetings no less frequently
resources in order to make informed decisions. than once a month to get resident opinions, input and
10. Have forms and requests for information feedback on shelter operations and proposed policy or
explained. program changes. Residents should be encouraged to
11. Have personal information treated confidentially. attend these meetings. A written record of meetings
must be kept and posted in an area accessible to residents.
12. Contact Hostel Services for information, concerns
Family shelters should have separate meetings for
or to lodge a complaint.
parents and children/youth.
Shelters will assist the City of Toronto in its imple-
mentation of any system-wide survey of shelter residents.
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18. Toronto Shelter Standards
5.2 Complaints and Appeals
The shelter will respond professionally and appropri-
ately to all complaints from residents, neighbours and
resident advocates, and will co-operate with Hostel
Services in its review of any such complaints, including
allowing Hostel Services staff on the premises to
conduct an unannounced site visit or interview with
staff and/or residents.
Each shelter must have an internal process for resolving
complaints, and must inform residents of this process.
All shelters will post their complaint process, keep a
written record of formal complaints and a written
record of the resolution.
Complaints are a valuable source of information from
shelter residents. The agency and/or Board of Directors
should collect, evaluate and analyze all complaints so
that patterns can be noted and adjustments can be made.
Individuals who wish to make a complaint to the fun-
der will be given the number of Hostel Services and
directed to speak with an Agency Review Officer.
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19. Toronto Shelter Standards
6. Program Standards If laundry facilities are available, shelters may require
residents to launder their own bedding and towels as
long as instructions on how to use the laundry facilities
6.1 Provision of Essential Services
safely are provided. Shelters may provide laundry soap
Each resident will be offered a bed with a mattress,
or require residents with an income source to purchase
pillow and necessary bedding. The use of mats or cots
these supplies themselves.
will be used in exceptional circumstances only and must
be approved in advance by the Director of Hostel Shelters will help residents obtain basic clothing and
Services, including minimum size requirements and footwear for all seasons by using internal resources
thickness. Each resident will still be provided a pillow and/or connecting residents with other community
and bedding. agencies and resources.
It is important to provide a minimum amount of space Residents will be assisted in obtaining items needed
per person in the sleeping area, to decrease the potential to maintain basic hygiene and grooming. Shelters
spread of illness, to enhance personal security and to must, at a minimum, have a supply of soap, shampoo,
decrease altercations resulting from a lack of personal shaving products and feminine hygiene products for
space. To meet these goals, the sleeping area will pro- emergency use by residents. Shelters may continue
vide 3.5 square metres (37.7 square feet) per person. to provide these products throughout a resident’s stay
or, if residents have an income source, may require
For safety reasons, for example in the event of an
residents to purchase these supplies themselves.
evacuation, a separation distance of 75 cm (2.5 feet)
between the edge of beds (bunks or mats) must be When it is within the financial resources of the shelter,
maintained (see Appendix D for examples of floor residents will be provided with the public transit fare
plans that illustrate the spacing). needed to attend school, employment, treatment or
housing searches.
To assist residents in meeting their hygiene and sani-
tary needs, each shelter must provide a minimum of:
one toilet for every 15 residents up to the first 6.2 Counselling Supports
100 residents, and one toilet for every 30 resi- All shelters must provide assistance and support to
dents thereafter (urinals may replace up to half residents in the following areas:
the number of required toilets) assistance and referral to obtain appropriate housing
one washbasin for every 15 residents (with liquid assistance in obtaining financial benefits if eligible
soap and paper towels)
referrals to appropriate services or resources
one shower for every 20 residents.
assistance to obtain clothing and transportation.
Clean bedding consisting of a minimum of two
sheets, a blanket and pillow case and a minimum of
one shower towel will be provided to each resident
upon admission and will be changed weekly or when-
ever these articles become soiled.
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20. Toronto Shelter Standards
Shelter staff who provide counselling or case manage- In instances where residents have an income
ment support to residents will have a suitable level (e.g., employment income, Ontario Disability Support
of education achieved through community college, Program, Old Age Security, Canada Pension Plan or
university or other accredited institution and/or rele- other income support programs), staff should assist
vant experience. Ongoing professional development residents to develop a financial plan that will support
and supervision will be provided by the agency and them in their future housing goals. Shelter residents
may include case conferences, case supervision, are not eligible to receive Ontario Works while residing
workshops and training courses. in a shelter.
Shelters that offer a counselling and/or case manage- Shelters are encouraged to assist residents without
ment program must include the following core functions: identification to obtain it. In cases where residents
leave the shelter and their whereabouts are unknown,
Assessment – an evaluation detailing the residents’
identification should be safeguarded whenever possible.
service needs and resources to meet the service needs,
current and potential strengths and areas to work on.
6.3 Daytime Access
Planning – developing a case plan in collaboration
Daytime access provision must be in place for people
with each resident containing goals and timelines.
who work overnight shifts, as described in section
Referrals – information regarding the process of 4.2, or who are ill, provided they are not in need of
referring residents to all necessary internal and medical care. Some shelters may require a doctor’s
external services. note specifying the medical need and timeline for
accommodating residents during the day.
Monitoring – the continuous evaluation of the case plan
with the resident to monitor progress, reassess goals Shelters that are unable to provide daytime access
and priorities, and identify new goals as appropriate. must arrange for the transfer of any resident who
requires this service to a shelter or other program
Advocacy – interceding appropriately on behalf of that provides daytime access.
a resident or group of residents to ensure access to
needed services or resources.
6.4 Services to Children
Collaboration – developing partnerships with relevant There should be a variety of age-appropriate play
community-based and/or government agencies to experiences for children and youth available within
co-ordinate and provide services to shelter residents. the shelter or off-site.
Follow-up – providing support and assistance directly, Play materials must be safe, in good condition and
or through referrals to agencies, to residents who have complete. Play materials should be bias-free, non-violent,
moved to the community. developmentally appropriate and represent diversity.
All toys and equipment must be washable and large
enough to prevent swallowing or choking. Toy washing
schedules must be in place and followed.
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21. Toronto Shelter Standards
Schedules should include, at a minimum, that infant 6.5 Duty to Report Suspected Cases
toys are washed as used, toddler toys are washed weekly,
of Child Abuse and Neglect
and toys for older children are washed as required.
All shelters and staff are obligated to report any sus-
Program plans and/or outlines of planned activities pected cases of child abuse or neglect, and to follow
must be posted or provided to parents. the legislative requirements of the Child and Family
Services Act (see Appendix E).
Excursions and/or field trips must be safe, fun and age-
appropriate. Shelters must have a lost child policy in All shelters and staff will work in compliance with
the event a child goes missing. child welfare agencies.
All displays in children and youth activity areas should
be non-racist, non-violent, non-sexist, anti-bias and 6.6 Confidentiality
free of all stereotypes. Each shelter must have a written policy concerning the
collection, use and disclosure of resident information.
The shelter should actively seek involvement of support
agencies through partnership development to provide Written policies concerning confidentiality should
direct, on-site support or by providing information on include the following:
community resources to parents. Shelters must not disclose personal information about
a shelter resident without a signed consent from the
Parental involvement should be encouraged through resident.
direct participation in children and youth programs
and/ or by providing access to resources outside of Exceptions to this practice include:
program hours. when refusing or neglecting to provide
information could endanger the safety of
Shelters serving youth (ages 13 to 18) should provide another individual or group of individuals
recreational, educational and social activities on-site
disclosure of resident information by staff is
or off-site, and which are separate from children’s
required under the Child and Family Services Act
programs or activities.
disclosure is required as per a court order
Children must be registered in school during their stay or subpoena.
at the shelter. Children residing in shelters often attend
the local school, but parents may elect for the child to 6.7 Sharing of Resident Information
continue attending their previous school. Sharing of resident information with other providers
to which the resident may be referred is necessary to
Shelters will support and encourage parents to use
ensure effective provision of services, continuity of
non-violent ways of disciplining their children.
care and efficient use of resources. The importance of
Shelters must have a policy outlining the requirements sharing information with relevant providers will be
for residents or others to babysit children residing in explained to the resident and only disclosed with
the shelter, including the maximum number of children signed resident consent.
a resident may be responsible for at any one time.
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22. Toronto Shelter Standards
Consent to Release Personal Information forms should 6.9 Staff Code of Conduct
include the following information:
Shelters must have a staff code of conduct outlining
date of disclosure
professional behaviour for shelter staff. At a minimum,
resident name a staff code of conduct should include the following:
name of the shelter and contact person that is Staff will:
disclosing the information
1. Maintain the best interests of the resident as their
type of information to be disclosed primary goal.
name of the shelter and contact person the 2. Acknowledge the power inherent in their position
information is being disclosed to. and strive to minimize the impact of the power
differential.
6.8 Resident Information and 3. Be respectful of residents, fellow employees, and
Resident Files any other person with whom they come in contact
during the course of their duties.
Files containing resident information must be kept in
a secure location and locked to maintain confidentiality. 4. Carry out professional duties and obligations
with integrity, objectivity and equity.
Shelters must have written policies concerning the
5. Ensure residents have the necessary information
privacy, security and confidentiality of resident infor-
to make informed decisions.
mation maintained in electronic format (e.g., password
6. Acknowledge that the work-site is someone
protected, use of mobile devices, remote access, etc.).
else’s home, and be mindful of their presence
Removing case files from the shelter premises for especially in communal and sleeping areas.
business-related purposes is not encouraged due to the 7. Be accountable for all interactions with residents,
potential breach of privacy and security of resident community members and staff.
information. In exceptional cases, when shelters are
8. Acknowledge when they are in a situation they
required to take case files off-site, written policies
are not skilled or comfortable to handle, and
and guidelines must be in place to ensure the security, seek support from colleagues and supervisors.
privacy and confidentiality of resident information.
9. Follow their agency policies and procedures
Agencies must have policies regarding resident access around staff behaviour and conduct.
to personal information and records. Policies should
include:
a process for residents to request informal
access to and/or copies of their case files
a process for residents who have been denied
informal access to their case files, which
includes instructions for City-operated shelters,
for formal requests under the Municipal
Freedom of Information and Protection of
Privacy Act.
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23. Toronto Shelter Standards
Staff will not:
1. Discriminate against any person on the basis
of race, ethnic/cultural background, sexual
orientation, age, (dis)ability, religious belief,
socio-economic status, etc.
2. Use abusive, discriminatory language.
3. Impose their own personal beliefs/standards
on residents.
4. Exploit their relationship with a resident for
personal benefit, gain or gratification.
5. Become involved in a resident’s personal life
beyond their professional function.
6. Have personal relations with current or previous
residents as outlined in the shelter’s policies
of conduct.
7. Accept gifts or services from current or previous
residents.
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24. Toronto Shelter Standards
7. Food Safety and For pregnant or breastfeeding women, shelters will
ensure that additional food portions and/or a high-
Nutrition Standards protein or high-calorie drink or bar are available.
Adult residents must be served three meals and at For women who are not breastfeeding, shelters will
least one healthy snack per day. Children under the ensure that baby formula and the proper preparation
age of 16 must be served three meals and two to three equipment and safe storage space are provided.
healthy snacks per day. A meal is comprised of food
Where residents are not provided funds to purchase
from at least three food groups. A snack is comprised
food, baby food should be made available to families
of at least two food groups, with an emphasis on fruit
with infants. In shelters where funds are provided, an
and vegetable and grain products.
emergency supply of baby food should still be available.
Meals must be of a size, quality, variety and nutritional
A poster stating shelters cannot guarantee allergen-
value to meet the recommended daily intake based on
free food (e.g., peanuts, nuts, eggs and shellfish)
Canada’s Food Guide (see Appendix F). Minimum
should be posted in the dining area.
meal servings are listed in the chart below.
Shelters that are serving food with potential allergens
Residents who are known to be undernourished or
such as peanuts, nuts and shellfish should attempt to
underweight should be medically assessed, and if
alert residents.
medically indicated, should be offered additional food
portions and/or a high-protein or high-calorie drink or Residents who do not eat meat will have access to
bar over and above regular meals. protein-based vegetarian options (for example, beans
or soy-based products).
A bag/box lunch may be substituted for a regular
meal or a missed meal to be offered to residents who Food preparation will, as much as possible, reflect the
routinely are absent during a meal period to attend cultural diversity of the shelter residents. Every attempt
school, treatment or employment, or other activities should be made to mark special cultural holidays and
as approved by shelter staff. In addition, food should traditional occasions with special meals. Shelters will
be made available to residents being admitted after post the daily menu in a visible location for residents
regular meal times. whenever possible.
Servings per meal
Meal Grain Products Vegetables & Fruit Meat & Alternatives* Milk Products*
Breakfast 1–2 1–2 1 1
Lunch 2 2 1 1
Dinner 2 2 1 1
* Either or both a serving of dairy product or meat/protein alternative should be served at each meal.
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25. Toronto Shelter Standards
Shelters providing meals to residents should ensure A copy of Canada’s Food Guide will be posted in the
that a mechanism is available to allow residents to dining room of each shelter. A copy of the Shelter
provide input and feedback (for example, residents Standards Food Safety and Nutrition section will be
meetings, surveys, etc.). posted in the dining room of each shelter.
Shelters that do not prepare meals must provide Within the first 10 days of the start of employment,
residents with funds to purchase food. Shelters that all food preparation staff will be provided with
do not prepare meals must ensure that adequate information/orientation on the following topics:
facilities are available for residents to safely store, Food Safety Guidelines for Shelters
prepare and eat their own meals. Canada’s Guideline for Health Eating
Shelters where residents are involved in meal Food Premises Regulations.
preparation must encourage the highest possible
levels of hygiene in the food preparation and food
storage areas. This includes posting hand-washing
signs, cleaning refrigerators regularly, etc.
Shelters with 10 or more residents are considered
to be a “food premises” under the Food Premises
Regulations and will be regularly inspected by
Toronto Public Health (see Appendixes G and H).
Each shelter must have at least one current staff
member who is working in food preparation with
a certificate from the Food Handlers program.
All food in shelters must be prepared, handled and
stored in a sanitary manner to prevent the spread of
food-borne illness, as per the Toronto Public Health
Food Premises Regulations.
Donated food accepted by shelters must be safe, of good
quality and come from an inspected source. Food must
be received in containers with tight-fitting lids or other
suitable method to protect it from contamination or
adulteration. Food donations will only be used as a
supplement to food available in a shelter, and not as
a replacement for basic food supplies.
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26. Toronto Shelter Standards
8. Health and It is also recommended that all shelter staff with negative
TB skin tests be re-tested by their own physician on an
Safety Standards annual basis to ensure continued negative status. If
positive, shelter staff will be reported to and followed
8.1 Health Standards by Public Health as per communicable disease
At least one staff person certified in First Aid and legislation (see Appendix K).
Cardiopulmonary Resuscitation (CPR) must be on
Within 10 days of the start of employment, all staff
duty at all times in the shelter.
will be provided with information/orientation on the
In accordance with Regulation 1101 under the Workplace following topics:
Safety and Insurance Act, 1997, an approved first aid prevention of transmission of infection within
kit must be available in each shelter and a portable kit the shelter through use of routine practices and
must be taken on outings (see Appendixes I and J). additional precautions (formerly known as uni-
versal health precautions) such as hand-washing,
Shelter staff can and should encourage a resident to personal hygiene, housekeeping practices, food
seek medical treatment if it appears that the resident safety and use of personal protective equipment
is ill. Staff can facilitate treatment by referring residents information on specific diseases such as TB, HIV,
to community medical resources. Staff cannot require hepatitis B and C, and in the case of shelters
residents to seek medical treatment against their will; with children, childhood diseases
however, staff can involve health professionals who
procedure for dealing with occupational exposure
may be able to intervene. to blood or bloody body fluids
Shelters must provide access to bathing (and where information on shelter response to individual
possible, laundry) facilities to promote and assist with cases or outbreaks of infectious disease
resident hygiene. Soap, shampoo, razors and feminine information on community health care resources
hygiene products should be provided in emergency such as Toronto Public Health contact numbers.
circumstances and/or to residents with no income.
Educational updates on the above topics will be provided
It is recommended that current shelter staff and future as often as necessary to reinforce safe work practices.
candidates provided an offer of employment at a shelter,
complete a health history which documents up-to-date Written policies and procedures will be developed in
adult immunization status, including vaccination against consultation with Toronto Public Health for preventing,
hepatitis B virus, history of chicken-pox and results handling and reporting communicable diseases.
of two-step TB skin testing recorded in millimetres of
Shelters must have a contract with a licensed pest
induration (unless documented previously positive).
control operator, and have a scheduled inspection and
Documentation, if available, should remain on-site
treatment plan.
with the City of Toronto Occupational Health Unit
for the duration of employment.
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27. Toronto Shelter Standards
Garbage must be stored in impervious containers with Children may enter kitchen and laundry areas only
tight-fitting lids that discourage insect or rodent when accompanied by an adult.
infestation. Garbage must be removed often enough
Mattresses must be covered with a flame-retardant
to prevent noxious odours or unsanitary conditions.
and moisture-retardant material. Window coverings,
Receptacles must be cleaned regularly.
upholstered furniture and any carpeting must be com-
Disposable diapers are recommended for use in shelters. posed of materials that are flame-resistant and retardant.
Cloth diapers may be introduced if adequate laundry
Cribs, highchairs and playpens for infants must
facilities and control procedures are in place.
conform to specifications approved by the Canadian
Diaper change areas must be cleaned regularly and Standards Association (CSA) or other government
located near a washbasin supplied with soap, agency. Cribs must be provided for all children under
disinfectant and paper towels. two years of age (see Appendix L).
Shelters must have a maintenance plan that clearly
8.2 Safety Standards specifies the manner in which cleaning, preventive
When the shelter is open, staff must be on duty. maintenance, emergency repairs, routine upkeep and
When on duty, all staff must be alert and attentive long-term replacements are to be done.
to the activities at the shelter. Sleeping when on duty
is prohibited.
8.3 Resident Medication
Shelters must ensure that residents are safe and secure Shelters must have policies regarding resident
within the facility. Entrances to the shelter must be medication and its storage. Policies should include
secured against unwanted entry. Emergency exits must the following:
be equipped with an alarm to alert staff of unauthorized Storage
comings and goings. For the protection of all residents, medication must be
kept in a secure location such as a cabinet in an
All shelters must designate an evacuation site. Evacuation
office, or locker or drawer in a resident’s room, and
plans, which all staff are familiar with, must be in place
must be locked at all times.
and explained to each resident upon admission or as
soon after as possible. Diagrams of the evacuation Documentation
plans must be posted in plain sight on the walls Shelters that document medication should maintain
and/or doors of all sleeping and communal areas. a consistent method of documenting medication.
Medication information should be recorded in a
Shelters must ensure that no environmental hazards such
medication logbook detailing the date, name of the
as chemicals and cleaning compounds are present.
resident, the time the medication was taken and the
Hazardous materials and objects must be inaccessible
staff person.
to residents. People using the hazardous materials
must be educated on the hazards associated with the Support
products used, and the safe handling, storage and Shelters may determine that they do not provide
disposal protocol for the products. assistance with medication and residents are fully
responsible for taking their own medication.
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28. Toronto Shelter Standards
Shelters that do choose to provide some assistance with
medication should always encourage residents to self-
administer. Residents may be able to self-administer
or may require some support from shelter staff, such
as prompts, reminders, help to open containers, etc.
Staff should consult with a nurse, psychiatrist, physician
or pharmacist in any situations where they are concerned
about the safety of a resident taking medication.
8.4 Weapons
To ensure the safety and security of all residents and
staff, prohibited weapons, illegal substances and/or
contraband (for example a firearm, illegal drugs, etc.)
are not allowed in the shelter or on the shelter property.
Prohibited weapons as defined by the Criminal Code
section 84 (1) are illegal and can be seized by police.
Prohibited weapons, illegal substances and/or contra-
band will be confiscated and may be turned over to the
Toronto Police Service for disposal (see Appendix M).
Objects deemed potentially dangerous to residents or
staff (for example, a penknife) must be turned over to
staff for safekeeping and will be returned upon discharge.
Staff may ask residents to show what they are bringing
into the shelter. Staff may refuse admission if residents
or applicants will not show what they are bringing into
the shelter.
If staff have reason to suspect that a resident has a
prohibited weapon, illegal substances, contraband, and/
or potentially dangerous object(s) in their possession,
staff may contact the Toronto Police Service for
assistance and/or advice.
The securing and/or disposal of prohibited weapons,
illegal substances and/or contraband should be done
in consultation with the Toronto Police Service by
calling the radio room at 416-808-2222.
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29. Toronto Shelter Standards
9. Staff Training Mandatory Training for Staff Working with
Children in Family Shelters or Children’s
Full-time and part-time staff members must receive
Programming
training in the areas described below. Documentation
Information and Orientation outlined in Health
must be maintained on-site regarding employees’
Standards (see section 8.1), within 10 days of
training. The Toronto Hostel Training Centre will assess employment
comparable training, and staff may be exempted from
Shelter Standards, within the first three months
particular courses. Shelter operators are encouraged
of employment
to hire part-time, casual and relief staff who have
completed some of the mandatory training courses. Crisis Prevention and/or Verbal De-escalation
Timelines for training part-time, casual and relief staff training within the first six months of employment
may be extended in consultation with Hostel Services. Child Safety, Injury Prevention, First Aid and CPR
Program, within the first year of employment
Mandatory Training for Shelter Staff (see Safety Standards for minimum requirements
Information and Orientation, outlined in Health regarding staff on duty certified in First Aid
Standards (see section 8.1), within 10 days of and CPR)
employment
Workplace Hazardous Materials Information
Shelter Standards, within the first three months System, within the first year of employment
of employment
Anti-racism/Anti-oppression, within the first
Crisis Prevention, and/or Verbal De-escalation year of employment
training within the first six months of employment
Duty to Report, within the first three months
Valid Standard First Aid and CPR, within the first of employment
year of employment (see Safety Standards for
Behaviour Management, within the first six
minimum requirements regarding staff on duty
months of employment.
certified in First Aid and CPR)
Workplace Hazardous Materials Information
System (WHMIS), within the first year of
employment
Anti-racism/Anti-oppression, within the first
year of employment
Case Management, within the first three months
of employment for staff providing counselling or
case management supports.
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30. Toronto Shelter Standards
Mandatory Training for Staff Supervising or Recommended Training for Staff
Directly Involved with Food Preparation Working in the Family Shelter System
Information and Orientation as outlined in the Working with Families in Shelters
Health Standards (see section 8.1), within 10
Working with Abused Women and Children
days of employment
Nutrition through the Life Cycle
Information and Orientation as outlined in
the Food Safety and Nutrition Standards (see Documentation
section 7), within 10 days of employment Self Care.
Food Handlers Certification Course, within the Recommended Training for
first three months of employment (see Food Supervisory and/or Management Staff
Safety and Nutrition Standards for minimum
Managing in a Unionized Environment
standards regarding staff certified in the Food
(if applicable)
Handlers Program)
Crisis Prevention, and/or Verbal De-escalation
Nutrition through the Life Cycle and Nutrition
training
for Persons with Diverse Dietary Needs, within
the first six months of employment. Case Management for Supervisors.
Mandatory Training for
Supervisory and/or Management Staff
Shelter Standards, within the first three months
of employment
Supervisory Skills, within the first six months
of employment
Anti-racism/Anti-oppression, within the first
year of employment.
Recommended Training for Staff Working
in the Single Adult and Youth Shelter System
Substance Use
Harm Reduction including avoiding needle stick
injuries, responding to overdose and what to
expect from different drugs
Mental Health
Meeting the Needs of Transgendered/
Transsexual/Two-spirited Residents
Nutrition through the Life Cycle
Documentation
Self Care.
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31. Toronto Shelter Standards
10. Glossary of Terms Capital Reserve Fund: This is a fund internal to
the budget of an organization, which is contributed to
This glossary of terms is intended to support the shelter
on a regular basis and is intended for future repairs
standards and provide a greater understanding of
and replacement of major building elements such as
some key expressions as understood by the City.
roofs or furnaces. These repairs and replacements are
The definitions in the glossary reflect the meanings
expected to be undertaken at the end of the useful life
of terms as they are used in the implementation and
of various building elements.
operation of the shelter standards. For further clarifi-
cation of these or other terms used in relation to the Case Plan: This is a unique, individualized document
shelter standards, please contact your shelter’s for each shelter resident, intended to chart a course of
Agency Review Officer. action necessary to help the individual achieve a set of
goals in a particular timeframe and eventually have their
Admission: This is the formal process of giving a
life circumstances and/or housing situation stabilized.
person access to a shelter and its services.
Complaint and Appeal Process: This is a mecha-
Abstinence-Based Facilities: These are emergency
nism used at each shelter to address and work toward
or transitional shelters in which residents choose
resolving resident and staff concerns. Complaints that
voluntarily not to use or be exposed to other persons
cannot be resolved after using the complaints and
who use alcohol or drugs. Abstinence-based facilities
appeals process at the shelter may be directed to
must identify how abstinence is defined within their
Hostel Services, Head Office for further resolution.
program and have City approval to operate as an
abstinence-based facility. Conflict of Interest: This is a situation in which an
individual uses or is perceived to use information,
Barring: see Service Restrictions.
influence and/or resources of an organization primarily
Bed: A bed refers to a piece of furniture with a mattress for personal benefit, benefit to their family, or to
intended for sleeping. Note: cots and mats are used in protect against personal loss or that of related organi-
extreme weather emergencies and receive prior approval zations to which they belong, without prior disclosure
from Hostel Services for their usage. or affiliation.
Bed Capacity: This is the maximum number of Contract Restriction: This is a brief suspension of
beds in a shelter facility as indicated in the purchase- a resident’s access to daytime or program activities,
of-service agreement. but which does not result in the loss of their bed.
Bed Registration: This is the process of reserving a Discharge: This is the process of concluding an
bed for an incoming or registered shelter resident. individual’s stay at a particular shelter.
29