SlideShare uma empresa Scribd logo
1 de 35
Baixar para ler offline
Toronto
                 Shelter
                 Standards



Community & Neighbourhood Services
Shelter, Housing & Support
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)
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




                                                                                                           1
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




2
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




                                                                                 3
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.

4
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.

                                                                                                                              5
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.




6
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
                                                                                                                 7
                                                                co-ordinated services.
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



8
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.




                                                                                                                       9
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.




10
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).




                                                                                                                       11
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.




12
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.


                                                                                                                     13
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.



14
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.




                                                                                                                     15
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.




16
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.



                                                                                                                      17
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.


18
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.


                                                                                                                     19
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.


20
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.




                                                                                    21
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.




22
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.




                                                                                                                    23
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.




24
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.

                                                                                                                     25
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.

26
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.




                                                                                                                27
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.


28
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
Toronto Shelter Standards
Toronto Shelter Standards
Toronto Shelter Standards
Toronto Shelter Standards

Mais conteúdo relacionado

Destaque (7)

2.5: A Rising Tide: How to Respond to Increased Family Homelessness
2.5: A Rising Tide: How to Respond to Increased Family Homelessness2.5: A Rising Tide: How to Respond to Increased Family Homelessness
2.5: A Rising Tide: How to Respond to Increased Family Homelessness
 
2.1 Steve Berg
2.1 Steve Berg2.1 Steve Berg
2.1 Steve Berg
 
Increasing stakeholder engagement & strengthening collaboration
Increasing stakeholder engagement & strengthening collaborationIncreasing stakeholder engagement & strengthening collaboration
Increasing stakeholder engagement & strengthening collaboration
 
6.5 Helping People Access Public Benefits (Community Link Solutions)
6.5 Helping People Access Public Benefits (Community Link Solutions)6.5 Helping People Access Public Benefits (Community Link Solutions)
6.5 Helping People Access Public Benefits (Community Link Solutions)
 
2.1: Basics of Rapid Re-Housing
2.1: Basics of Rapid Re-Housing2.1: Basics of Rapid Re-Housing
2.1: Basics of Rapid Re-Housing
 
1.3 Jamey Burden
1.3 Jamey Burden1.3 Jamey Burden
1.3 Jamey Burden
 
Cost Savings Analysis of the Streets to Homes Program
Cost Savings Analysis of the Streets to Homes ProgramCost Savings Analysis of the Streets to Homes Program
Cost Savings Analysis of the Streets to Homes Program
 

Semelhante a Toronto Shelter Standards

Fresh Perspectives Full Report
Fresh Perspectives Full ReportFresh Perspectives Full Report
Fresh Perspectives Full ReportEugene Waters
 
Policy forthe provision of same sex accommodation final ratified version pdf...
Policy forthe provision of same sex accommodation final ratified version  pdf...Policy forthe provision of same sex accommodation final ratified version  pdf...
Policy forthe provision of same sex accommodation final ratified version pdf...Terence Reeves
 
Working together 2013
Working together 2013Working together 2013
Working together 2013PAINalison
 
Climate Change Adaptation: A Framework for Local Action
Climate Change Adaptation: A Framework for Local ActionClimate Change Adaptation: A Framework for Local Action
Climate Change Adaptation: A Framework for Local ActionGeoAnitia
 
Fast services report 2009
Fast services report 2009Fast services report 2009
Fast services report 2009ExSite
 
Behaviour change reference_report_tcm6-9697
Behaviour change reference_report_tcm6-9697Behaviour change reference_report_tcm6-9697
Behaviour change reference_report_tcm6-9697Marketingfacts
 

Semelhante a Toronto Shelter Standards (9)

Fresh Perspectives Full Report
Fresh Perspectives Full ReportFresh Perspectives Full Report
Fresh Perspectives Full Report
 
The Dom people and their children in Lebanon
The Dom people and their children in LebanonThe Dom people and their children in Lebanon
The Dom people and their children in Lebanon
 
Perpectives on end of life
Perpectives on end of lifePerpectives on end of life
Perpectives on end of life
 
Policy forthe provision of same sex accommodation final ratified version pdf...
Policy forthe provision of same sex accommodation final ratified version  pdf...Policy forthe provision of same sex accommodation final ratified version  pdf...
Policy forthe provision of same sex accommodation final ratified version pdf...
 
Working together 2013
Working together 2013Working together 2013
Working together 2013
 
Handbook v1.2 (doc)
Handbook v1.2 (doc)Handbook v1.2 (doc)
Handbook v1.2 (doc)
 
Climate Change Adaptation: A Framework for Local Action
Climate Change Adaptation: A Framework for Local ActionClimate Change Adaptation: A Framework for Local Action
Climate Change Adaptation: A Framework for Local Action
 
Fast services report 2009
Fast services report 2009Fast services report 2009
Fast services report 2009
 
Behaviour change reference_report_tcm6-9697
Behaviour change reference_report_tcm6-9697Behaviour change reference_report_tcm6-9697
Behaviour change reference_report_tcm6-9697
 

Mais de National Alliance to End Homelessness

6.2 Successful Strategies for Implementing Rapid Re-Housing for Youth
6.2 Successful Strategies for Implementing Rapid Re-Housing for Youth6.2 Successful Strategies for Implementing Rapid Re-Housing for Youth
6.2 Successful Strategies for Implementing Rapid Re-Housing for YouthNational Alliance to End Homelessness
 
California’s Approach for Implementing the Federal Fostering Connections to...
California’s Approach for  Implementing the Federal Fostering  Connections to...California’s Approach for  Implementing the Federal Fostering  Connections to...
California’s Approach for Implementing the Federal Fostering Connections to...National Alliance to End Homelessness
 
Retooling Transitional Housing: Steps for Implementing Changes to Your Program
Retooling Transitional Housing: Steps for Implementing Changes to Your ProgramRetooling Transitional Housing: Steps for Implementing Changes to Your Program
Retooling Transitional Housing: Steps for Implementing Changes to Your ProgramNational Alliance to End Homelessness
 
Housing Choice Vouchers: Funding Outlook and Impact on Ending Homelessness
Housing Choice Vouchers: Funding Outlook and Impact on Ending HomelessnessHousing Choice Vouchers: Funding Outlook and Impact on Ending Homelessness
Housing Choice Vouchers: Funding Outlook and Impact on Ending HomelessnessNational Alliance to End Homelessness
 
2.13 Matters of State: Advancing Policy Priorities in State Capitals
2.13 Matters of State:  Advancing Policy  Priorities in State Capitals2.13 Matters of State:  Advancing Policy  Priorities in State Capitals
2.13 Matters of State: Advancing Policy Priorities in State CapitalsNational Alliance to End Homelessness
 
Evaluating Philadelphia’s Rapid Re-Housing Impacts on Housing Stability and I...
Evaluating Philadelphia’s Rapid Re-Housing Impacts on Housing Stability and I...Evaluating Philadelphia’s Rapid Re-Housing Impacts on Housing Stability and I...
Evaluating Philadelphia’s Rapid Re-Housing Impacts on Housing Stability and I...National Alliance to End Homelessness
 

Mais de National Alliance to End Homelessness (20)

Jacksonville, Florida by Carl Falconer
Jacksonville, Florida by Carl FalconerJacksonville, Florida by Carl Falconer
Jacksonville, Florida by Carl Falconer
 
Ending Veteran Homelessness - Cynthia Nagendra
Ending Veteran Homelessness - Cynthia NagendraEnding Veteran Homelessness - Cynthia Nagendra
Ending Veteran Homelessness - Cynthia Nagendra
 
Housing First and Youth
Housing First  and YouthHousing First  and Youth
Housing First and Youth
 
6.2 Successful Strategies for Implementing Rapid Re-Housing for Youth
6.2 Successful Strategies for Implementing Rapid Re-Housing for Youth6.2 Successful Strategies for Implementing Rapid Re-Housing for Youth
6.2 Successful Strategies for Implementing Rapid Re-Housing for Youth
 
Frontline Practice within Housing First Programs
Frontline Practice within Housing First ProgramsFrontline Practice within Housing First Programs
Frontline Practice within Housing First Programs
 
Rapid Re-Housing with DV Survivors: Approaches that Work
Rapid Re-Housing with DV Survivors: Approaches that WorkRapid Re-Housing with DV Survivors: Approaches that Work
Rapid Re-Housing with DV Survivors: Approaches that Work
 
Non-chronic Adult Homelessness: Background and Opportunities
Non-chronic Adult Homelessness: Background and OpportunitiesNon-chronic Adult Homelessness: Background and Opportunities
Non-chronic Adult Homelessness: Background and Opportunities
 
California’s Approach for Implementing the Federal Fostering Connections to...
California’s Approach for  Implementing the Federal Fostering  Connections to...California’s Approach for  Implementing the Federal Fostering  Connections to...
California’s Approach for Implementing the Federal Fostering Connections to...
 
Health Care Reform: What’s in it for Homeless Families and Youth?
Health Care Reform: What’s in it for Homeless Families and Youth?Health Care Reform: What’s in it for Homeless Families and Youth?
Health Care Reform: What’s in it for Homeless Families and Youth?
 
Retooling Transitional Housing: Steps for Implementing Changes to Your Program
Retooling Transitional Housing: Steps for Implementing Changes to Your ProgramRetooling Transitional Housing: Steps for Implementing Changes to Your Program
Retooling Transitional Housing: Steps for Implementing Changes to Your Program
 
The Fusion Project
The Fusion ProjectThe Fusion Project
The Fusion Project
 
Building Education and Employment Supports for Homeless LGBTQ Youth
Building Education and Employment Supports for Homeless LGBTQ YouthBuilding Education and Employment Supports for Homeless LGBTQ Youth
Building Education and Employment Supports for Homeless LGBTQ Youth
 
Housing Choice Vouchers: Funding Outlook and Impact on Ending Homelessness
Housing Choice Vouchers: Funding Outlook and Impact on Ending HomelessnessHousing Choice Vouchers: Funding Outlook and Impact on Ending Homelessness
Housing Choice Vouchers: Funding Outlook and Impact on Ending Homelessness
 
Family Reunification Pilot, Alameda County, CA
Family Reunification Pilot, Alameda County, CAFamily Reunification Pilot, Alameda County, CA
Family Reunification Pilot, Alameda County, CA
 
Avenues for Homeless Youth
Avenues for Homeless YouthAvenues for Homeless Youth
Avenues for Homeless Youth
 
Retooling Transitional Housing: Moving to New Models
Retooling Transitional Housing: Moving to New ModelsRetooling Transitional Housing: Moving to New Models
Retooling Transitional Housing: Moving to New Models
 
Improving Homeless Assistance Through Learning Collaboratives
Improving Homeless Assistance Through Learning CollaborativesImproving Homeless Assistance Through Learning Collaboratives
Improving Homeless Assistance Through Learning Collaboratives
 
2.13 Matters of State: Advancing Policy Priorities in State Capitals
2.13 Matters of State:  Advancing Policy  Priorities in State Capitals2.13 Matters of State:  Advancing Policy  Priorities in State Capitals
2.13 Matters of State: Advancing Policy Priorities in State Capitals
 
Shelter diversion
Shelter diversionShelter diversion
Shelter diversion
 
Evaluating Philadelphia’s Rapid Re-Housing Impacts on Housing Stability and I...
Evaluating Philadelphia’s Rapid Re-Housing Impacts on Housing Stability and I...Evaluating Philadelphia’s Rapid Re-Housing Impacts on Housing Stability and I...
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 1
  • 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 2
  • 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 3
  • 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. 4
  • 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. 5
  • 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. 6
  • 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 7 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 8
  • 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. 9
  • 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. 10
  • 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). 11
  • 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. 12
  • 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. 13
  • 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. 14
  • 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. 15
  • 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. 16
  • 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. 17
  • 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. 18
  • 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. 19
  • 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. 20
  • 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. 21
  • 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. 22
  • 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. 23
  • 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. 24
  • 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. 25
  • 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. 26
  • 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. 27
  • 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. 28
  • 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