Toronto Shelter Standards

TorontoShelterStandards

Community & Neighbourhood ServicesShelter, Housing & Support

Toronto Shelter Standards

Acknowledgements

Members of the Inter-departmental City Staff Working Group

Carolyn Amell, Children’s Services

Joann Braithwaite, Toronto Public Health

Iain De Jong, Shelter, Housing & Support

Alice Gorman, Toronto Public Health

Anne Longair, Shelter, Housing & Support

Barbara MacGibbon, 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)

Karen Mann, Shelter, Housing & Support

Tricia Marcellin, Shelter, Housing & Support

Rudy Mumm, Social Development & Administration

Fiona Murray, Shelter Housing & Support

Susan Shepherd, Social Development & Administration

Don Taylor, Shelter, Housing & Support


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Other City Staff Assistance

Ruth Aguilar, Shelter, Housing & Support

Chris Brillinger, Social Development & Administration

Phil Brown, Shelter, Housing & Support

Bryon Clark, Shelter, Housing & Support

Donna Clark, Shelter, Housing & Support

David DeLuca, Shelter, Housing & Support

Sandra Fraser-Hatton, Corporate Services

Sarah Funston-Mills, Corporate Access & Privacy

Sean Goetz-Gadon, Shelter, Housing & Support

Charna Gord, Toronto Public Health

John Jagt, Shelter, Housing & Support

Gerry Lawrence, Toronto Public Health

Thanks to:

Teresa Cameron, Daily Bread Food Bank

Zoe Cormack-Jones, Second Harvest

Leslie Gash, Dixon Hall

Kiaras Gharabaghi, Eva’s Initiatives

Tracey Holtz, St. Michael’s Hospital

Jake Pyne, 519 Church Street Community Centre

Art Manuel, Seaton House

Scott Maywood, Toronto Police Service

Evelyn Mitchell, Women’s Residence

Karen Myers, Shelter, Housing & Support

Sheryl Pollock, Shelter, Housing & Support

Sarah Rix, Social Development & Administration

Cynthia Ross, Shelter, Housing & Support

Elaine Smyer, Shelter, Housing & Support

Fred Towers, Shelter, Housing & Support

Dympha Walko-Channan, Corporate Services

Zell Wear, Shelter, Housing & Support

Deb Wharton, Toronto Public Health

Kenn Richard, Native Child and Family Services

Trish Robinson, St. Michael’s Hospital

Nick Saul, The Stop Community Food Centre

Kyle Scanlon, 519 Church Street Community Centre

Nicci Stein, 519 Church Street Community Centre


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Table of Contents

1. Introduction 4

1.1 The Municipal Role 4

1.2 Organizational Overview of Hostel Services 5

1.3 Program and Site Review 5

1.4 Financial Viability 6

2. Guiding Principles 7

3. Standards of Organization 8

3.1 Organizational Status for Purchase-of-Service Shelters 8

3.2 Governance 8

3.3 Financial Accountability 8

3.4 Program Accountability 9

3.5 Conflict of Interest 9

4. Access to Shelter 11

4.1 Admission and Discharge 11

4.2 Bed Registration for Incoming and Registered Residents 12

4.3 Occupied Bed 12

4.4 Overnight Passes and Leaves with Permission 13

4.5 Substance Use 13

4.6 Service Restrictions (Barrings) 13

4.7 Meeting the Needs of Transgendered/Transsexual/Two-spirited Residents 14

5. Resident Rights and Responsibilities 15

5.1 Resident Input 15

5.2 Complaints and Appeals 16


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6. Program Standards 17

6.1 Provision of Essential Services 17

6.2 Counselling Supports 17

6.3 Daytime Access 18

6.4 Services to Children 18

6.5 Duty to Report Suspected Cases of Child Abuse and Neglect 19

6.6 Confidentiality 19

6.7 Sharing of Resident Information 19

6.8 Resident Information and Resident Files 20

6.9 Staff Code of Conduct 20

7. Food Safety and Nutrition Standards 22

8. Health and Safety Standards 24

8.1 Health Standards 24

8.2 Safety Standards 25

8.3 Resident Medication 25

8.4 Weapons 26

9. Staff Training 27

10. Glossary of Terms 29

11. Appendixes 33


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1. IntroductionThe City of Toronto partners with community agencies

to provide emergency shelter and assistance to home-

less families and individuals. The City has a responsibility

to the residents who are served and to ensure that

shelters meet acceptable standards.

The City directly operates shelters and also contracts

with community non-profit shelters through purchase-

of-service agreements. The City has a long history of

providing emergency shelter for people who are

homeless. Since the 1980s, the emergency shelter

system has grown rapidly and the face of homelessness

has changed. The growth in the shelter system is

attributed to increasing unemployment, government

cuts to social programs, increasing rates of poverty,

cuts to social assistance rates and a lack of affordable

rental housing.

The shelter system has become more specialized

and flexible to meet new needs within the homeless

population. The shelter system today includes more

transitional shelters, specialized programs such as harm

reduction, and a wide variety of supports and services.

The City promotes the delivery of safe, accountable

and cost-effective services for homeless people.

The City is committed to ensuring that shelter service

is delivered in ways that help homeless people to gain

access to housing and support services, provide choices,

respect diversity and ensure public value for funding.

In order to meet this commitment, Shelter Standards

have been developed to provide shelter operators and

residents with a clear set of expectations and guide-

lines for the provision of shelter services in Toronto.

All emergency and transitional shelters, funded or

directly operated by the City of Toronto, are required

to adhere to the Shelter Standards.

The Shelter Standards were developed through a series

of consultations with a Community Reference Group

and an Inter-departmental City Staff Steering Committee.

As part of the process, we reviewed best practices,

conducted key informant interviews, held focus groups

with shelter residents, consulted with shelter operators

and reviewed shelter access policies. Shelter Standards

are intended to reflect the input and interests of the

municipality, shelter operators, relevant stakeholders,

shelter residents and local communities.

1.1 The Municipal RoleThe Ontario Works Act defines the provision of

emergency hostel services as a discretionary service.

The City of Toronto administers shelter assistance

through purchase-of-service agreements with community

agencies. The City also directly operates emergency

shelter facilities.

Funding for emergency shelters is provided through the

Ontario Works Act and is cost-shared between the

province and municipalities, up to a maximum provincial

per diem contribution of $30.40. Municipal funds are

approved by Toronto Council through the annual

operating budget process.

The City of Toronto’s Hostel Services fulfills the

municipal role by:

entering into contractual arrangements (purchase

of service agreements) with community-based

agencies and providers to purchase shelter

assistance for people who are homeless

administering a shelter system through directly

operated and purchase-of-service shelters

managing directly operated shelters

ensuring that all directly operated and purchase-

of-service programs meet the Shelter Standards

and the contractual obligations as set out in the

purchase-of-service agreement.


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1.2 Organizational Overview of Hostel Services

Hostel Services:

operates within the Shelter, Housing and

Support Division of the Community and

Neighbourhood Services Department

reports to Toronto City Council through the

Community Services Committee.

The mandate of the Shelter, Housing and Support

Division is to contribute to healthy communities by

ensuring that people have a range of shelter and

affordable housing options. The division provides

temporary shelter and support for homeless individuals

and families, while creating and maintaining permanent

affordable housing solutions.

Shelter, Housing and Support Organization

The mandate of Hostel Services is to provide shelter

and assistance to homeless individuals and families,

and to assist them to arrange for their housing and/or

treatment needs.

1.3 Program and Site ReviewAll shelters must meet the Shelter Standards as part

of their purchase-of-service agreement with the City

of Toronto. Shelters entering into their first purchase-

of-service agreement with the City of Toronto must

demonstrate their ability to meet the Shelter Standards

or have developed a detailed plan to ensure all standards

are met within six months of receiving funding.

Agency Review Officers are Hostel Services staff

responsible for administering the purchase-of-service

agreements with shelters and ensuring compliance

with Shelter Standards. The role of the Agency Review

Officer is to:

administer purchase-of-service contracts

ensure contract compliance

complete site reviews at directly operated and

purchase-of-service shelters to evaluate shelter

policies, procedures and records to determine

if the requirements outlined in the Shelter

Standards and the purchase-of-service

agreement are being met

provide information and assistance to shelters

review and resolve complaints

organize and facilitate inter-agency forums of

shelter operators to enhance communication,

service co-ordination, and support best practices

be the central point of contact for shelter operators

provide training regarding Shelter Standards to

shelter staff and Boards of Directors

assist in the development of new shelter programs.

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.

Hostel Services

Housing & HomelessnessSupports & Initiatives

Partnership Development & Support

Finance & Administration

General Manager, Shelter,Housing & Support

Social HousingAdministration

Housing Development “Let's Build


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1.4 Financial ViabilityTo ensure that organizations with purchase-of-service

agreements are able to provide stable and continuous

care to people who are homeless, the City of Toronto

evaluates financial viability of agencies. Past financial

history — as detailed in financial statements, statements

of net worth, capital reserve funds, and approved

annual operating budgets — form the basis of the

financial assessment.


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2. Guiding PrinciplesThe Shelter Standards are grounded in the following

principles and values that promote a philosophy for

service provision. These principles and values are not

shelter standards, but rather help guide the delivery of

shelter services.

1. All homeless persons have the right to shelter

service regardless of political or religious beliefs,

ethno-cultural background, (dis)ability, gender

identity and/or sexual orientation. Staff must

respect and be sensitive to the diversity of

residents. Discriminatory and racist incidents

or behaviours are not tolerated.

2. The shelter will provide an atmosphere of dignity

and respect for all shelter residents, and provide

services in a non-judgmental manner.

3. Residents are capable of moving toward increasing

levels of self-reliance and self-determination.

Shelter staff will work with residents to assist

them in achieving their goals.

4. Shelters will be sensitive to the ethno-specific

and linguistic needs of residents. Staff will work

to ensure residents have access to culturally

appropriate interpreter services and that written

materials are available in other languages.

5. Gender identity is self-defined. Sometimes this

may not correspond with a person’s physical

appearance. Service providers need to accept

gender identity as defined by the individual

rather than by the perception of staff and/or other

residents.

6. Shelter staff often have access to detailed and

highly sensitive personal information about

residents. Protecting the privacy and confiden-

tiality of shelter residents and their personal

information is of the utmost importance.

7. All people staying in shelters will have access to

safe, nutritious and culturally appropriate food.

8. The health and safety of residents, volunteers and

staff is of the highest importance in each shelter.

Training, policies, procedures and regular main-

tenance are intended to encourage, improve and

maintain the health and safety of all people

residing, volunteering and working in the shelter.

9. People who are homeless have few resources and

the shelter system is often their final option to

receive the basic necessities of life: food and

shelter. Issuing service restrictions in the shelter

system must be done only as a last resort and in

the most serious cases.

10. People who are homeless, like other members of

our community, may use substances to varying

degrees. Everyone is entitled to shelter service

whether or not they use substances. As a result,

admission, discharge and service restriction

policies must not be based on substance use

alone, except for those shelters operating on an

abstinence basis. To increase the accessibility of

the shelter system and to respond to diverse

resident needs, a range of service approaches

from abstinence to harm reduction must be

available within the shelter system.

11. In order to provide effective shelter programs

and services, shelter residents must be involved

in service provision, program planning, develop-

ment and evaluation, and policy development.

12. Shelters that include children and youth must

provide supports and activities and ensure that the

school-related, recreation and treatment needs

of resident children are met on-site or through

referral to community-based services.

13. The shelter should offer an opportunity for children

and youth with developmental and/or physical

disabilities to develop their full potential within

an environment where they can interact and

socialize with other children.

14. Shelters are part of a larger network of homeless

services and agencies. Collaboration within this

network is important to ensure effective and

co-ordinated services.


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3. Standards of

Organization

3.1 Organizational Status forPurchase-of-Service Shelters

A group operating a shelter must be incorporated as a

non-profit organization under the laws of Ontario or

Canada, and must be registered as a Canadian Charity

under the Income Tax Act.

The agency must abide by the Ontario Corporations

Act, the Income Tax Act, the Charities Accounting Act,

the Charitable Gifts Act and any other applicable

legislation, regulations, bylaws and policies.

The agency’s Articles of Incorporation, most recent

bylaws, Revenue Canada Business number, purpose

or mission statements and contact information for the

Executive Director and Board of Directors must be on

file with Hostel Services.

Agencies must adhere to the City of Toronto declaration

of non-discrimination policy and anti-racism policy.

3.2 GovernancePurchase-of-service shelters must be operated by a

volunteer Board of Directors.

The Board of Directors is responsible for:

ensuring the mandate, mission, values and

strategies of the organization are followed

setting agency priorities

reviewing and approving policies

evaluating services

ensuring that the organization meets funder

expectations and contract conditions including

compliance with Shelter Standards

reviewing budgets and expenditures

reviewing and approving accounting and report-

ing procedures

selecting and conducting an annual performance

review of the Executive Director.

The board must have a sufficient number of directors

with the range of skills required to fulfill this role.

The board must convene regular board meetings, an

annual general meeting and maintain written records of

these meetings. Board minutes and minutes from the

annual general meeting must be signed by a board

member to verify acceptance.

Minutes from the annual general meeting will be sent to

Hostel Services as part of the yearly funding submission.

3.3 Financial AccountabilityOn an annual basis, all shelters must provide program

and financial information to Hostel Services in a form

specified by the City of Toronto. All annual budget

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

agencies with an expiry date of December 31st of

each year. Service agreements must be signed by a

board member with agency signing authority.

Agencies will invoice the City monthly for all services

provided in the previous month. Documentation, as

required by legislation and Hostel Services, will

accompany monthly claims for payment. A shelter’s

average monthly bed occupancy must not exceed the

bed capacity specified in the service agreement.

Agencies will only be reimbursed up to the maximum

bed capacity and per diem specified in the service

agreement.


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Bookkeeping and financial records will be set up

according to current accounting procedures, and

an annual audit will be conducted by a qualified

independent auditor. All financial records, including

resident information for per diem and personal needs

allowance payments, must be kept for a minimum of

seven years for financial audit purposes.

Random audit checks of shelters will be conducted that

will require bed logs to be provided when requested by

Hostel Services. Bed logs must be kept for a minimum

of seven years for financial audit purposes.

3.4 Program AccountabilityStaff of Hostel Services conduct site reviews and visit

the shelter throughout the year on an as-needed basis.

Staff will periodically visit the agency at other times

to conduct unannounced checks including random

audits. The shelter will provide the Hostel Services

representatives with reasonable access to the premises

and to financial and service records. The purpose of

the visits will be to observe the program in action and

to verify that the program is functioning in accordance

with the conditions of funding. During visits, Hostel

Services staff may wish to meet with agency staff, board/

committee members, volunteers and shelter residents.

An operational review of a shelter may be undertaken

if, at any time, Hostel Services staff are concerned that

an agency is not meeting its contractual obligations,

including following the Shelter Standards. A review

may also be undertaken if an agency repeatedly fails

to fulfill or follow the conditions of its bylaws or

incorporating documents.

The shelter will not introduce any ancillary services

that detract or interfere with the effective delivery of

their shelter program, and if in doubt, should discuss

such plans in advance with Hostel Services staff.

The shelter, board and/or management are responsible

for ensuring that staff performance and accountability

are properly monitored and evaluated. The agency

must have a system of staff supervision and regularly

scheduled performance evaluations.

All shelters must have a system in place for recording

unusual incidents. The recording of the incident

should include identifying any residents who were

involved in or witnessed the incident in the event of

a criminal investigation.

Any incidents of a serious nature must be reported

immediately to an Agency Review Officer, Hostel

Services at 416-392-8741. An incident report must be

completed within 24 hours of all serious occurrences

involving fire, death, severe assault/accidental injuries

and/or attempted suicides requiring medical assistance,

and occurrences involving a firearm. One copy of the

incident report must be forwarded within 24 hours to

Hostel Services.

3.5 Conflict of InterestConflict of Interest for the purposes of this document

is defined as:

A situation in which an individual uses or is perceived

to use information, influence and/or resources of an

organization primarily for personal benefit, benefit to

one’s family, or insurance against personal loss, or for

that of related organizations to which they belong,

without prior disclosure of affiliation.


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In cases of conflict of interest, the individual must

declare the conflict through the appropriate channels.

The Board of Directors will need to be aware of

situations where there is an appearance of conflict

of interest, take action and seek out advice where

appropriate.

The following are examples of activities that may

place agency and/or volunteers in positions of conflict

of interest:

a member of the Board of Directors filling a

regular salaried staff position or contract position

without first resigning their position on the board

a member of the Board of Directors receiving an

honorarium from the agency for providing services

to the agency

a staff, director or volunteer interviewing a

relative for employment with the same agency

a staff or board member renting property they

own to residents

a staff or board member employing a resident

in another context outside the agency.


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4. Access to Shelter

4.1 Admission and DischargeAdmission and discharge records for all residents

must be maintained by all shelter operators showing

name, date of birth, reason for service, date of admis-

sion and discharge, and reason for discharge.

Shelters must be able to admit new residents at all

times during their hours of operation, provided that the

applicant is eligible for service and space is available.

The shelter must have clearly written criteria, policies

and procedures for admission. A copy of admission

and discharge policies must be on file with Hostel

Services and re-submitted if revised.

Shelter rules and resident rights and responsibilities

must be explained to all residents at admission or as

soon as reasonably possible.

Resident bed logs must be maintained at each shelter

and contain the name of resident, date of birth, assigned

room and bed number, time in (if after curfew),

overnight or late pass and discharge information.

Shelters that are not able to admit a person who is

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).

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

circumstances and determined on a case-by-case basis

by the shelter.

In cases where it is necessary to transfer a resident to

another shelter, shelters should work co-operatively

whenever possible.

Exceptional circumstances where residents may be

discharged without a plan in place include assault of

staff or residents, other violent behaviour, possession

of weapons, trafficking in illegal drugs, or serious

behaviours that compromise the health and safety of

other residents and/or staff.

Shelters may exceed their capacity for a limited period

of time as authorized, and with the prior approval of

Hostel Services, in cases of Extreme Cold Weather

Alerts or unforeseen emergencies.

During Extreme Cold Weather or Heat Alerts, it is

necessary that all shelters relax service restrictions,

admission eligibility criteria and extend daytime

access hours wherever possible in order to minimize

risk factors to homeless persons.


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4.2 Bed Registration for Incomingand Registered Residents

The following standards regarding bed registration are

only applicable to single adult and youth emergency

shelters. Transitional and family shelters are exempted

from these standards. Specialized programs such as harm

reduction programs may be exempted with approval

from Hostel Services.

In the single adult and youth emergency shelter system,

beds reserved for incoming residents should be held for

a maximum of two hours, except by special request

or extenuating circumstances such as employment,

appointments or travel time to the shelter. If the person

has not arrived by the end of the agreed upon time

period, the bed must be released.

In the single adult and youth emergency shelter system,

beds must not be held after curfew unless the resident

has made prior arrangements with staff and received

permission to be late due to shift work (examples

include persons working in a factory, restaurant or sex

trade industry), cultural, religious, or family obligations.

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.

4.3 Occupied BedAll shelters must determine the time of their final bed

count, and the final count must be conducted at this

set time every night. The final bed count must fall

between the hours of 2:00 a.m. and 4:00 a.m. For

shelters that are unable to perform physical bed

counts during these hours it is expected that shelters

will develop a tracking system to determine who is in

the shelter during the final count.

The final bed count must be recorded on a form pro-

vided by the City of Toronto, and be consistent with

bed occupancy information submitted for payment

(see Appendix B).

An occupied bed is defined as a bed that is physically

occupied by a resident when the resident count is taken.

This will include residents who are temporarily out of

their beds, but present elsewhere in the shelter during

the time of the count, and residents on a documented

and approved overnight pass/leave with permission

that is based on their case plan or due to an

unforeseen emergency.


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4.4 Overnight Passes and Leaveswith Permission

In order to ensure people needing shelter have access

to it, overnight passes for people staying in the shelter

system must only be used in exceptional and limited

circumstances. Granting overnight passes or leaves

with permission should be based on the resident’s

case plan and support the goal of improving their

housing situation (for example, overnight visits to

family to support the goal of family reunification).

Emergency overnights may also be granted on a case-

by-case basis (for example, medical emergencies,

funerals, etc.). The City of Toronto will only provide

a per diem payment for absent residents when the

leave is based on their case plan or for an emergency

situation.

Leaves with permission or overnight passes cannot

exceed three days without the approval of the Agency

Review Officer.

4.5 Substance UseWith the exception of abstinence-based shelters,

admission and discharge decisions cannot be based

upon substance use alone, but should be based on

behaviour. Shelter operators must be open about their

admission and discharge policies, to ensure residents

and other service providers understand the basis on

which people may be allowed or denied access to a

shelter if they are under the influence of a substance.

Shelters operating on an abstinence model must iden-

tify how abstinence is defined within their program,

and have City approval to operate an abstinence-based

facility. When a shelter cannot accommodate a resident

under the influence of a substance, a referral to another

shelter must be made. Referral agreements with shelters

that can accommodate people using substances will be

established and will include the following elements:

a list of shelters with which referral agreements

are in place

a process for contacting the receiving shelter to

ensure the resident can be accommodated

a process for providing support to the resident to

help them reach their destination

a process for follow-up with the receiving shelter

to ensure the resident has arrived.

4.6 Service Restrictions (Barrings)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.

Policies must clearly outline the reasons for service

restrictions and the internal shelter process to appeal,

review and lift restrictions regularly.

Residents will be made aware of the service restric-

tion policy upon admission or as soon as reasonably

possible. The service restriction policy must be posted

in an area accessible to residents.

All service restrictions issued by shelters must be

authorized by the Executive Director.

Shelter staff must inform the resident the reason for

the service restriction, the date it will be reviewed

with the resident and the date the service restriction

will be lifted. Shelter staff must ensure that the resident

has an alternate place of shelter and facilitate a transfer

to another shelter or other destination.


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Shelters must maintain records of all service restrictions.

Records must include name of resident, date the service

restriction is issued, reason for service restriction, date

the service restriction is to be reviewed with the resident,

date the service restriction will be lifted, shelter or other

destination to which the resident was referred, signature

of staff who issued the service restriction, and signature

of senior staff who approved the service restriction.

All residents who wish to appeal the service restriction

will be given the name and contact information of the

Agency Review Officer.

Long-term service restrictions (over a period of six

months) will only be issued in the most serious cases

that compromise the safety and security of shelter

staff and residents. Hostel Services will be notified

of any long-term service restrictions.

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 ofTransgendered/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.

Shelters will be required to develop a process detailing

how they will ensure accessibility to the TG/TS/2-S

community that will be reviewed by Hostel Services.

The process to ensure accessibility may include

reviewing current shelter policies relating to access,

developing new policies specific to this group,

completing staff training, designating beds, etc.,

and must be conducted in consultation with the

TG/TS/2-S communities.

For shelters that are not yet able to accommodate

TG/TS/2-S residents, referrals to programs and

services that are able to meet their needs, in their

identified gender, must be completed.

Shelters are encouraged to organize staff training

regarding TG/TS/2-S people, which is facilitated

by these communities.


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5. Resident Rights

and ResponsibilitiesEach shelter will adopt a written policy concerning the

rights and responsibilities of residents. The policies

must be posted in a common area of the shelter and

be communicated to residents through various ways

such as intake, admission and resident meetings.

At a minimum, the rights and responsibilities of

residents should include the following:

Residents have the right to:

1. Expect that the standards outlined in this document

will be followed.

2. Be treated in a non-judgemental and respectful way.

3. Be free from discrimination and harassment.

4. Have a fair and clear complaint and appeal

process without fear of punishment.

5. Receive safe, adequate and nutritious food.

6. Provide input and feedback into shelter

programs and policies.

7. Be involved in decisions that affect them.

8. Identify reasonable goals and receive support

from staff to achieve them.

9. Be given information about services and

resources in order to make informed decisions.

10. Have forms and requests for information

explained.

11. Have personal information treated confidentially.

12. Contact Hostel Services for information, concerns

or to lodge a complaint.

Residents are responsible to:

Follow the rules of the shelter.

1. Treat shelter staff and other shelter residents

with respect.

2. Respect the private property and belongings of

other shelter residents.

3. Respect the private property and belongings of

the shelter.

4. Work with staff to improve their housing situation

within their capacity.

5.1 Resident InputResident input will be sought in all areas of program

planning, program development, policy development

and program evaluation. This may include exit

interviews, discharge surveys, one-on-one interviews,

resident surveys, resident focus groups and/or

residents’ meetings.

Shelters must identify communication mechanisms

between the Board of Directors and shelter residents.

This may include resident advisory committees,

newsletters, and posting of board and committee

minutes that are applicable to residents in an

accessible area.

Shelters must hold residents’ meetings no less frequently

than once a month to get resident opinions, input and

feedback on shelter operations and proposed policy or

program changes. Residents should be encouraged to

attend these meetings. A written record of meetings

must be kept and posted in an area accessible to residents.

Family shelters should have separate meetings for

parents and children/youth.

Shelters will assist the City of Toronto in its imple-

mentation of any system-wide survey of shelter residents.


16

5.2 Complaints and AppealsThe shelter will respond professionally and appropri-

ately to all complaints from residents, neighbours and

resident advocates, and will co-operate with Hostel

Services in its review of any such complaints, including

allowing Hostel Services staff on the premises to

conduct an unannounced site visit or interview with

staff and/or residents.

Each shelter must have an internal process for resolving

complaints, and must inform residents of this process.

All shelters will post their complaint process, keep a

written record of formal complaints and a written

record of the resolution.

Complaints are a valuable source of information from

shelter residents. The agency and/or Board of Directors

should collect, evaluate and analyze all complaints so

that patterns can be noted and adjustments can be made.

Individuals who wish to make a complaint to the fun-

der will be given the number of Hostel Services and

directed to speak with an Agency Review Officer.


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6. Program Standards

6.1 Provision of Essential ServicesEach resident will be offered a bed with a mattress,

pillow and necessary bedding. The use of mats or cots

will be used in exceptional circumstances only and must

be approved in advance by the Director of Hostel

Services, including minimum size requirements and

thickness. Each resident will still be provided a pillow

and bedding.

It is important to provide a minimum amount of space

per person in the sleeping area, to decrease the potential

spread of illness, to enhance personal security and to

decrease altercations resulting from a lack of personal

space. To meet these goals, the sleeping area will pro-

vide 3.5 square metres (37.7 square feet) per person.

For safety reasons, for example in the event of an

evacuation, a separation distance of 75 cm (2.5 feet)

between the edge of beds (bunks or mats) must be

maintained (see Appendix D for examples of floor

plans that illustrate the spacing).

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

100 residents, and one toilet for every 30 resi-

dents thereafter (urinals may replace up to half

the number of required toilets)

one washbasin for every 15 residents (with liquid

soap and paper towels)

one shower for every 20 residents.

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.

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

safely are provided. Shelters may provide laundry soap

or require residents with an income source to purchase

these supplies themselves.

Shelters will help residents obtain basic clothing and

footwear for all seasons by using internal resources

and/or connecting residents with other community

agencies and resources.

Residents will be assisted in obtaining items needed

to maintain basic hygiene and grooming. Shelters

must, at a minimum, have a supply of soap, shampoo,

shaving products and feminine hygiene products for

emergency use by residents. Shelters may continue

to provide these products throughout a resident’s stay

or, if residents have an income source, may require

residents to purchase these supplies themselves.

When it is within the financial resources of the shelter,

residents will be provided with the public transit fare

needed to attend school, employment, treatment or

housing searches.

6.2 Counselling SupportsAll shelters must provide assistance and support to

residents in the following areas:

assistance and referral to obtain appropriate housing

assistance in obtaining financial benefits if eligible

referrals to appropriate services or resources

assistance to obtain clothing and transportation.


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Shelter staff who provide counselling or case manage-

ment support to residents will have a suitable level

of education achieved through community college,

university or other accredited institution and/or rele-

vant experience. Ongoing professional development

and supervision will be provided by the agency and

may include case conferences, case supervision,

workshops and training courses.

Shelters that offer a counselling and/or case manage-

ment program must include the following core functions:

Assessment – an evaluation detailing the residents’

service needs and resources to meet the service needs,

current and potential strengths and areas to work on.

Planning – developing a case plan in collaboration

with each resident containing goals and timelines.

Referrals – information regarding the process of

referring residents to all necessary internal and

external services.

Monitoring – the continuous evaluation of the case plan

with the resident to monitor progress, reassess goals

and priorities, and identify new goals as appropriate.

Advocacy – interceding appropriately on behalf of

a resident or group of residents to ensure access to

needed services or resources.

Collaboration – developing partnerships with relevant

community-based and/or government agencies to

co-ordinate and provide services to shelter residents.

Follow-up – providing support and assistance directly,

or through referrals to agencies, to residents who have

moved to the community.

In instances where residents have an income

(e.g., employment income, Ontario Disability Support

Program, Old Age Security, Canada Pension Plan or

other income support programs), staff should assist

residents to develop a financial plan that will support

them in their future housing goals. Shelter residents

are not eligible to receive Ontario Works while residing

in a shelter.

Shelters are encouraged to assist residents without

identification to obtain it. In cases where residents

leave the shelter and their whereabouts are unknown,

identification should be safeguarded whenever possible.

6.3 Daytime AccessDaytime access provision must be in place for people

who work overnight shifts, as described in section

4.2, or who are ill, provided they are not in need of

medical care. Some shelters may require a doctor’s

note specifying the medical need and timeline for

accommodating residents during the day.

Shelters that are unable to provide daytime access

must arrange for the transfer of any resident who

requires this service to a shelter or other program

that provides daytime access.

6.4 Services to ChildrenThere should be a variety of age-appropriate play

experiences for children and youth available within

the shelter or off-site.

Play materials must be safe, in good condition and

complete. Play materials should be bias-free, non-violent,

developmentally appropriate and represent diversity.

All toys and equipment must be washable and large

enough to prevent swallowing or choking. Toy washing

schedules must be in place and followed.


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Schedules should include, at a minimum, that infant

toys are washed as used, toddler toys are washed weekly,

and toys for older children are washed as required.

Program plans and/or outlines of planned activities

must be posted or provided to parents.

Excursions and/or field trips must be safe, fun and age-

appropriate. Shelters must have a lost child policy in

the event a child goes missing.

All displays in children and youth activity areas should

be non-racist, non-violent, non-sexist, anti-bias and

free of all stereotypes.

The shelter should actively seek involvement of support

agencies through partnership development to provide

direct, on-site support or by providing information on

community resources to parents.

Parental involvement should be encouraged through

direct participation in children and youth programs

and/ or by providing access to resources outside of

program hours.

Shelters serving youth (ages 13 to 18) should provide

recreational, educational and social activities on-site

or off-site, and which are separate from children’s

programs or activities.

Children must be registered in school during their stay

at the shelter. Children residing in shelters often attend

the local school, but parents may elect for the child to

continue attending their previous school.

Shelters will support and encourage parents to use

non-violent ways of disciplining their children.

Shelters must have a policy outlining the requirements

for residents or others to babysit children residing in

the shelter, including the maximum number of children

a resident may be responsible for at any one time.

6.5 Duty to Report Suspected Casesof Child Abuse and Neglect

All shelters and staff are obligated to report any sus-

pected cases of child abuse or neglect, and to follow

the legislative requirements of the Child and Family

Services Act (see Appendix E).

All shelters and staff will work in compliance with

child welfare agencies.

6.6 ConfidentialityEach shelter must have a written policy concerning the

collection, use and disclosure of resident information.

Written policies concerning confidentiality should

include the following:

Shelters must not disclose personal information about

a shelter resident without a signed consent from the

resident.

Exceptions to this practice include:when refusing or neglecting to provide

information could endanger the safety of

another individual or group of individuals

disclosure of resident information by staff is

required under the Child and Family Services Act

disclosure is required as per a court order

or subpoena.

6.7 Sharing of Resident InformationSharing of resident information with other providers

to which the resident may be referred is necessary to

ensure effective provision of services, continuity of

care and efficient use of resources. The importance of

sharing information with relevant providers will be

explained to the resident and only disclosed with

signed resident consent.


20

Consent to Release Personal Information forms should

include the following information:

date of disclosure

resident name

name of the shelter and contact person that is

disclosing the information

type of information to be disclosed

name of the shelter and contact person the

information is being disclosed to.

6.8 Resident Information andResident Files

Files containing resident information must be kept in

a secure location and locked to maintain confidentiality.

Shelters must have written policies concerning the

privacy, security and confidentiality of resident infor-

mation maintained in electronic format (e.g., password

protected, use of mobile devices, remote access, etc.).

Removing case files from the shelter premises for

business-related purposes is not encouraged due to the

potential breach of privacy and security of resident

information. In exceptional cases, when shelters are

required to take case files off-site, written policies

and guidelines must be in place to ensure the security,

privacy and confidentiality of resident information.

Agencies must have policies regarding resident access

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.

6.9 Staff Code of ConductShelters must have a staff code of conduct outlining

professional behaviour for shelter staff. At a minimum,

a staff code of conduct should include the following:

Staff will:

1. Maintain the best interests of the resident as their

primary goal.

2. Acknowledge the power inherent in their position

and strive to minimize the impact of the power

differential.

3. Be respectful of residents, fellow employees, and

any other person with whom they come in contact

during the course of their duties.

4. Carry out professional duties and obligations

with integrity, objectivity and equity.

5. Ensure residents have the necessary information

to make informed decisions.

6. Acknowledge that the work-site is someone

else’s home, and be mindful of their presence

especially in communal and sleeping areas.

7. Be accountable for all interactions with residents,

community members and staff.

8. Acknowledge when they are in a situation they

are not skilled or comfortable to handle, and

seek support from colleagues and supervisors.

9. Follow their agency policies and procedures

around staff behaviour and conduct.


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Staff will not:

1. Discriminate against any person on the basis

of race, ethnic/cultural background, sexual

orientation, age, (dis)ability, religious belief,

socio-economic status, etc.

2. Use abusive, discriminatory language.

3. Impose their own personal beliefs/standards

on residents.

4. Exploit their relationship with a resident for

personal benefit, gain or gratification.

5. Become involved in a resident’s personal life

beyond their professional function.

6. Have personal relations with current or previous

residents as outlined in the shelter’s policies

of conduct.

7. Accept gifts or services from current or previous

residents.


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7. Food Safety and

Nutrition StandardsAdult residents must be served three meals and at

least one healthy snack per day. Children under the

age of 16 must be served three meals and two to three

healthy snacks per day. A meal is comprised of food

from at least three food groups. A snack is comprised

of at least two food groups, with an emphasis on fruit

and vegetable and grain products.

Meals must be of a size, quality, variety and nutritional

value to meet the recommended daily intake based on

Canada’s Food Guide (see Appendix F). Minimum

meal servings are listed in the chart below.

Residents who are known to be undernourished or

underweight should be medically assessed, and if

medically indicated, should be offered additional food

portions and/or a high-protein or high-calorie drink or

bar over and above regular meals.

A bag/box lunch may be substituted for a regular

meal or a missed meal to be offered to residents who

routinely are absent during a meal period to attend

school, treatment or employment, or other activities

as approved by shelter staff. In addition, food should

be made available to residents being admitted after

regular meal times.

For pregnant or breastfeeding women, shelters will

ensure that additional food portions and/or a high-

protein or high-calorie drink or bar are available.

For women who are not breastfeeding, shelters will

ensure that baby formula and the proper preparation

equipment and safe storage space are provided.

Where residents are not provided funds to purchase

food, baby food should be made available to families

with infants. In shelters where funds are provided, an

emergency supply of baby food should still be available.

A poster stating shelters cannot guarantee allergen-

free food (e.g., peanuts, nuts, eggs and shellfish)

should be posted in the dining area.

Shelters that are serving food with potential allergens

such as peanuts, nuts and shellfish should attempt to

alert residents.

Residents who do not eat meat will have access to

protein-based vegetarian options (for example, beans

or soy-based products).

Food preparation will, as much as possible, reflect the

cultural diversity of the shelter residents. Every attempt

should be made to mark special cultural holidays and

traditional occasions with special meals. Shelters will

post the daily menu in a visible location for residents

whenever possible.

* Either or both a serving of dairy product or meat/protein alternative should be served at each meal.

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


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Shelters providing meals to residents should ensure

that a mechanism is available to allow residents to

provide input and feedback (for example, residents

meetings, surveys, etc.).

Shelters that do not prepare meals must provide

residents with funds to purchase food. Shelters that

do not prepare meals must ensure that adequate

facilities are available for residents to safely store,

prepare and eat their own meals.

Shelters where residents are involved in meal

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.

A copy of Canada’s Food Guide will be posted in the

dining room of each shelter. A copy of the Shelter

Standards Food Safety and Nutrition section will be

posted in the dining room of each shelter.

Within the first 10 days of the start of employment,

all food preparation staff will be provided with

information/orientation on the following topics:

Food Safety Guidelines for Shelters

Canada’s Guideline for Health Eating

Food Premises Regulations.


24

8. Health and

Safety Standards

8.1 Health StandardsAt least one staff person certified in First Aid and

Cardiopulmonary Resuscitation (CPR) must be on

duty at all times in the shelter.

In accordance with Regulation 1101 under the Workplace

Safety and Insurance Act, 1997, an approved first aid

kit must be available in each shelter and a portable kit

must be taken on outings (see Appendixes I and J).

Shelter staff can and should encourage a resident to

seek medical treatment if it appears that the resident

is ill. Staff can facilitate treatment by referring residents

to community medical resources. Staff cannot require

residents to seek medical treatment against their will;

however, staff can involve health professionals who

may be able to intervene.

Shelters must provide access to bathing (and where

possible, laundry) facilities to promote and assist with

resident hygiene. Soap, shampoo, razors and feminine

hygiene products should be provided in emergency

circumstances and/or to residents with no income.

It is recommended that current shelter staff and future

candidates provided an offer of employment at a shelter,

complete a health history which documents up-to-date

adult immunization status, including vaccination against

hepatitis B virus, history of chicken-pox and results

of two-step TB skin testing recorded in millimetres of

induration (unless documented previously positive).

Documentation, if available, should remain on-site

with the City of Toronto Occupational Health Unit

for the duration of employment.

It is also recommended that all shelter staff with negative

TB skin tests be re-tested by their own physician on an

annual basis to ensure continued negative status. If

positive, shelter staff will be reported to and followed

by Public Health as per communicable disease

legislation (see Appendix K).

Within 10 days of the start of employment, all staff

will be provided with information/orientation on the

following topics:

prevention of transmission of infection within

the shelter through use of routine practices and

additional precautions (formerly known as uni-

versal health precautions) such as hand-washing,

personal hygiene, housekeeping practices, food

safety and use of personal protective equipment

information on specific diseases such as TB, HIV,

hepatitis B and C, and in the case of shelters

with children, childhood diseases

procedure for dealing with occupational exposure

to blood or bloody body fluids

information on shelter response to individual

cases or outbreaks of infectious disease

information on community health care resources

such as Toronto Public Health contact numbers.

Educational updates on the above topics will be provided

as often as necessary to reinforce safe work practices.

Written policies and procedures will be developed in

consultation with Toronto Public Health for preventing,

handling and reporting communicable diseases.

Shelters must have a contract with a licensed pest

control operator, and have a scheduled inspection and

treatment plan.


25

Garbage must be stored in impervious containers with

tight-fitting lids that discourage insect or rodent

infestation. Garbage must be removed often enough

to prevent noxious odours or unsanitary conditions.

Receptacles must be cleaned regularly.

Disposable diapers are recommended for use in shelters.

Cloth diapers may be introduced if adequate laundry

facilities and control procedures are in place.

Diaper change areas must be cleaned regularly and

located near a washbasin supplied with soap,

disinfectant and paper towels.

8.2 Safety StandardsWhen the shelter is open, staff must be on duty.

When on duty, all staff must be alert and attentive

to the activities at the shelter. Sleeping when on duty

is prohibited.

Shelters must ensure that residents are safe and secure

within the facility. Entrances to the shelter must be

secured against unwanted entry. Emergency exits must

be equipped with an alarm to alert staff of unauthorized

comings and goings.

All shelters must designate an evacuation site. Evacuation

plans, which all staff are familiar with, must be in place

and explained to each resident upon admission or as

soon after as possible. Diagrams of the evacuation

plans must be posted in plain sight on the walls

and/or doors of all sleeping and communal areas.

Shelters must ensure that no environmental hazards such

as chemicals and cleaning compounds are present.

Hazardous materials and objects must be inaccessible

to residents. People using the hazardous materials

must be educated on the hazards associated with the

products used, and the safe handling, storage and

disposal protocol for the products.

Children may enter kitchen and laundry areas only

when accompanied by an adult.

Mattresses must be covered with a flame-retardant

and moisture-retardant material. Window coverings,

upholstered furniture and any carpeting must be com-

posed of materials that are flame-resistant and retardant.

Cribs, highchairs and playpens for infants must

conform to specifications approved by the Canadian

Standards Association (CSA) or other government

agency. Cribs must be provided for all children under

two years of age (see Appendix L).

Shelters must have a maintenance plan that clearly

specifies the manner in which cleaning, preventive

maintenance, emergency repairs, routine upkeep and

long-term replacements are to be done.

8.3 Resident MedicationShelters must have policies regarding resident

medication and its storage. Policies should include

the following:

StorageFor the protection of all residents, medication must be

kept in a secure location such as a cabinet in an

office, or locker or drawer in a resident’s room, and

must be locked at all times.

DocumentationShelters that document medication should maintain

a consistent method of documenting medication.

Medication information should be recorded in a

medication logbook detailing the date, name of the

resident, the time the medication was taken and the

staff person.

SupportShelters may determine that they do not provide

assistance with medication and residents are fully

responsible for taking their own medication.


26

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 WeaponsTo 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.


27

9. Staff TrainingFull-time and part-time staff members must receive

training in the areas described below. Documentation

must be maintained on-site regarding employees’

training. The Toronto Hostel Training Centre will assess

comparable training, and staff may be exempted from

particular courses. Shelter operators are encouraged

to hire part-time, casual and relief staff who have

completed some of the mandatory training courses.

Timelines for training part-time, casual and relief staff

may be extended in consultation with Hostel Services.

Mandatory Training for Shelter Staff

Information and Orientation, outlined in Health

Standards (see section 8.1), within 10 days of

employment

Shelter Standards, within the first three months

of employment

Crisis Prevention, and/or Verbal De-escalation

training within the first six months of employment

Valid Standard First Aid and CPR, within the first

year of employment (see Safety Standards for

minimum requirements regarding staff on duty

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.

Mandatory Training for Staff Working withChildren in Family Shelters or Children’sProgramming

Information and Orientation outlined in Health

Standards (see section 8.1), within 10 days of

employment


of employment

Crisis Prevention and/or Verbal De-escalation

training within the first six months of employment

Child Safety, Injury Prevention, First Aid and CPR

Program, within the first year of employment

(see Safety Standards for minimum requirements

regarding staff on duty certified in First Aid

and CPR)

Workplace Hazardous Materials Information

System, within the first year of employment


year of employment

Duty to Report, within the first three months

of employment

Behaviour Management, within the first six

months of employment.


28

Mandatory Training for Staff Supervising orDirectly Involved with Food Preparation

Information and Orientation as outlined in the

Health Standards (see section 8.1), within 10

days of employment

Information and Orientation as outlined in

the Food Safety and Nutrition Standards (see

section 7), within 10 days of employment

Food Handlers Certification Course, within the

first three months of employment (see Food

Safety and Nutrition Standards for minimum

standards regarding staff certified in the Food

Handlers Program)

Nutrition through the Life Cycle and Nutrition

for Persons with Diverse Dietary Needs, within

the first six months of employment.

Mandatory Training for Supervisory and/or Management Staff


of employment

Supervisory Skills, within the first six months

of employment


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.

Recommended Training for Staff Working in the Family Shelter System

Working with Families in Shelters

Working with Abused Women and Children

Nutrition through the Life Cycle

Documentation

Self Care.

Recommended Training for Supervisory and/or Management Staff

Managing in a Unionized Environment

(if applicable)

Crisis Prevention, and/or Verbal De-escalation

training

Case Management for Supervisors.


29

10. Glossary of TermsThis glossary of terms is intended to support the shelter

standards and provide a greater understanding of

some key expressions as understood by the City.

The definitions in the glossary reflect the meanings

of terms as they are used in the implementation and

operation of the shelter standards. For further clarifi-

cation of these or other terms used in relation to the

shelter standards, please contact your shelter’s

Agency Review Officer.

Admission: This is the formal process of giving a

person access to a shelter and its services.

Abstinence-Based Facilities: These are emergency

or transitional shelters in which residents choose

voluntarily not to use or be exposed to other persons

who use alcohol or drugs. Abstinence-based facilities

must identify how abstinence is defined within their

program and have City approval to operate as an

abstinence-based facility.

Barring: see Service Restrictions.

Bed: A bed refers to a piece of furniture with a mattress

intended for sleeping. Note: cots and mats are used in

extreme weather emergencies and receive prior approval

from Hostel Services for their usage.

Bed Capacity: This is the maximum number of

beds in a shelter facility as indicated in the purchase-

of-service agreement.

Bed Registration: This is the process of reserving a

bed for an incoming or registered shelter resident.

Capital Reserve Fund: This is a fund internal to

the budget of an organization, which is contributed to

on a regular basis and is intended for future repairs

and replacement of major building elements such as

roofs or furnaces. These repairs and replacements are

expected to be undertaken at the end of the useful life

of various building elements.

Case Plan: This is a unique, individualized document

for each shelter resident, intended to chart a course of

action necessary to help the individual achieve a set of

goals in a particular timeframe and eventually have their

life circumstances and/or housing situation stabilized.

Complaint and Appeal Process: This is a mecha-

nism used at each shelter to address and work toward

resolving resident and staff concerns. Complaints that

cannot be resolved after using the complaints and

appeals process at the shelter may be directed to

Hostel Services, Head Office for further resolution.

Conflict of Interest: This is a situation in which an

individual uses or is perceived to use information,

influence and/or resources of an organization primarily

for personal benefit, benefit to their family, or to

protect against personal loss or that of related organi-

zations to which they belong, without prior disclosure

or affiliation.

Contract Restriction: This is a brief suspension of

a resident’s access to daytime or program activities,

but which does not result in the loss of their bed.

Discharge: This is the process of concluding an

individual’s stay at a particular shelter.


30

Emergency Shelters: These are facilities operated

directly by the City of Toronto or under purchase-of-

service agreements with the City of Toronto, which

provide accommodation, three daily meals and basic

referral services to homeless persons. Some emergency

shelters provide supportive counselling and/or

additional programming.

Extreme Cold Weather Alerts: Hostel Services

monitors Environment Canada weather forecasts from

November 15 to April 15. An Extreme Cold Weather

Alert is called at the discretion of Hostel Services, and

go into effect when Environment Canada predicts a

temperature of –15 degrees Celsius or lower without

wind chill; issues a wind-chill warning for outdoor

activity; or predicts other extreme weather conditions

such as a blizzard or ice storm. During an Extreme

Cold Weather Alert, some shelters may be authorized

by Hostel Services to exceed their contracted capacity,

and all shelters should relax service restrictions,

admission criteria and extend daytime access hours

wherever possible to minimize risk to homeless

persons. First implemented in the winter of 1996/97,

the Extreme Cold Weather Alert strategy arose from a

June 1996 report of the Homeless Emergency Action

Task Force.

Final Bed Count: This is the process of counting

individuals in occupied beds. The count takes place

between the hours of 2:00 a.m. and 4:00 a.m., or

through another tracking system developed by the

shelter provider if a physical count is not possible

during these hours. Final bed counts are recorded on

a form provided by the City of Toronto, and must be

consistent with bed occupancy information submitted

for payment.

Harm Reduction: Harm reduction is an approach

to substance use that was developed as an alternative

to the exclusionary and medical approaches. The

exclusionary approach views substance use as criminal

or immoral, while the medical approach views it as

an illness or a disease. Harm reduction takes a value-

neutral view of substance use, seeing it as a spectrum

of behaviours that range from experimentation to

problematic expression. The focus of the harm

reduction approach is on the problem of harm arising

from the particular behaviour, rather than on the

behaviour itself. The harm-reduction approach

accepts that clients may continue to use substances

while in a shelter program or living in the community.

Heat Alerts/Heat Emergencies: These are part

of a heat-health alert system that is activated at the

discretion of Toronto Public Health. Toronto Public

Health monitors weather from May 15 until

September 30 of each year looking at a wide range of

air mass and climate conditions. When either a Heat

Alert or a Heat Emergency is called, the likelihood of

deaths may increase due to hot weather. In the event

of a Heat Emergency, the likelihood of even more

weather-related deaths may occur because the heat

has become more severe or is expected to last longer.

During Heat Alerts/Heat Emergencies, all shelters

should relax service restrictions, admission criteria

and extend daytime access hours wherever possible to

minimize risk factors to homeless persons.

Homeless person: An individual without a perma-

nent place of residence.


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Leaves with Permission: This refers to pre-approved

consent by authorized shelter staff for a shelter resident

to spend a night away from the shelter. The City of

Toronto will provide a per diem payment for absent

residents only when the leave is based on their case

plan or for an emergency situation. Leaves that

exceed three nights away from the shelter require

approval of the Agency Review Officer.

Occupied Bed: This is a bed that is physically

occupied by a resident when the final bed count is

taken. This will include residents who are temporarily

out of their beds, but present elsewhere in the shelter

during the time of the count, and residents on a

documented and approved overnight pass/leave with

permission that is based on their case plan or due to

an unforeseen emergency.

Operational Review: This is an intensive review

of a shelter provider’s operation as a means to determine

if it meets contractual obligations (including compliance

with shelter standards), and that it fulfills the condi-

tions of its by laws or incorporating documents.

Overnight Pass: This is a pre-approved consent by

authorized shelter staff for a shelter occupant to spend

one night away from the shelter, while ensuring a bed

is available upon their return.

Passing: This refers to the act of convincing people

that you are not transsexual, for safety or other reasons.

In other words, if a person passes, no one can tell that

he or she is transsexual. Passing is difficult and

expensive, as it often requires costly surgeries and

medical procedures. Passing is not possible for many

transsexual people.

Resident Bed Logs: Logs are written documentation

of shelter occupants completed on a daily basis, which

include the resident’s name, date of birth, assigned

room and bed number, time in if after curfew,

overnight or late pass and discharge information.

Service Restrictions (Barring): This refers to the

withholding of shelter services to a resident for a lim-

ited duration due to a particular incident or behaviour.

Alternative arrangements must be made for shelter

provision at another facility. All service restrictions

must be authorized by the Executive Director of the

shelter (or his/her designate).

Site Review: This is a visit to the shelter by staff

of Hostel Services, wherein the staff may conduct a

review of services. Hostel Services staff are to be

provided with reasonable access to the premises and

to financial and service records.

Specialized Programs: These are particular

responses or activities that meet the unique and

specific needs of particular shelter clients.

Time Outs: These refer to short-term service

restrictions of less than 24 hours with temporary

accommodation secured at another shelter location

or other homeless program.

Transgendered: There is much debate over the

meaning of this word, but generally, it refers to some-

one whose gender identity does not match what society

expects of their appearance. Unlike transsexuals, a

transgendered person may not feel the need to

physically change their body (undergo a sex-change

operation).


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Transitional Shelters: These are facilities operated

by the City of Toronto or under purchase-of-service

agreements with the City of Toronto, that provide

longer-term stable accommodation to homeless

persons who are working toward reintegration in

supportive, social or private housing. Persons staying

in transitional shelters may have more complex needs

and require more intensive and specialized programming.

Transitioning: This is the period during which

transsexual people begin changing their name,

appearance and bodies to match their gender identity.

While in transition, transsexual people are conspicuous

and, therefore, vulnerable to discrimination, violence

and hate crimes. However, many transsexuals are

determined to face these barriers rather than the

internal conflict of living in the “wrong” body.

Transsexual: This is someone who wishes to

change their physical sex to be more in line with

their gender identity. Although difficult, this transition

is necessary for many and should not be denied.

Transsexual Man: This is a person whose sex at

birth was female but who identifies himself as a man.

Regardless of what stage he is at in his transition, or

how he appears, if he is identifying as male, this

person is to be considered male and referred to as “he.”

Transsexual Woman: This is a person whose sex at

birth was male, but who identifies herself as a woman.

Regardless of what point she is at in her transition, or

how she appears, if she is identifying as a female, this

person is to be considered female, and referred to

as “she.”

Two-spirited People: Lesbian or gay persons of

aboriginal ancestry.


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11. Appendixes

Appendix A — Total Number of Requests for Service Form

Appendix B — Bed Occupancy Form

Appendix C — Service Restriction Form

Appendix D — Space Standards – examples of floor plans

Appendix E — Child and Family Services Act – excerpt

Appendix F — Canada’s Food Guide

Appendix G — Food Premises Regulations

Appendix H — Food Safety Guidelines for Emergency Shelters

Appendix I — Regulation 1101 under the Workplace Safety and Insurance Act, 1997 regarding

First Aid Requirements

Appendix J — First Aid Supplies – Toronto Public Health

Appendix K — Tuberculosis Control Program, Mandatory Health Programs and Services Guidelines

Appendix L — Canadian Safety Standards Association – Cribs

Appendix M — Criminal Code section 84 (1) regarding Prohibited Weapons

If you would like copies of any of these appendixes, please call Toronto Hostel Services at 416-392-8741

Toronto Shelter Standards

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Transcript of Toronto Shelter Standards