Emergency
Shelter
Program
Sample Policies and Procedures
for Emergency Shelters
August 2013
contents
Introduction ....................................................................................................................................................................1
What are Policies & Procedures?..........................................................................................................................1
What are the Characteristics of a Good Policy and Procedure? ...............................................................1
Admission and Discharge ..........................................................................................................................................2
Admission Policy (1) – High Barrier .....................................................................................................................3
Admission Policy (2) – Minimal Barrier ..............................................................................................................4
Shelter Admission Procedure – Minimal Barrier ............................................................................................5
Charter of Client Rights and Responsibilities ..................................................................................................6
Additional Example ..................................................................................................................................................7
Discharge Policy and Procedure ..........................................................................................................................8
Service Restrictions- Substance Use, Weapons and Violence ................................................................10
Substance Use Policy 1: Minimal Barrier ........................................................................................................11
Substance Use Policy 2: High Barrier...............................................................................................................13
Weapons Policy and Procedure ........................................................................................................................ 14
Violent Behaviour Policy and Procedure ....................................................................................................... 16
Dealing with Inappropriate Behaviour Policy and Procedure ............................................................... 17
Spirituality.....................................................................................................................................................................19
Spirituality Policy (Christian based) .................................................................................................................20
Spirituality Policy (secular based).....................................................................................................................21
Complaints ....................................................................................................................................................................22
Complaints Policy and Procedure: Small Shelter .......................................................................................23
Complaints Policy or Procedure 2: Larger Shelter or Society .................................................................24
Complaints Policy and Procedure 3: Conict Resolution ........................................................................25
Privacy and Condentiality ...................................................................................................................................26
Privacy & Condentiality Policy & Procedure ...............................................................................................27
Information Technology .........................................................................................................................................29
IT Policy & Procedures .......................................................................................................................................... 30
Critical Incidence Response ...................................................................................................................................33
Critical Incidents Policy and Procedure .........................................................................................................34
Fire Procedures ....................................................................................................................................................... 35
Earthquake Procedure ..........................................................................................................................................37
First Aid Policy and Procedure ..........................................................................................................................38
Shelter Client Death Procedure ........................................................................................................................39
Threat and Assault to Sta and Clients Policy and Procedure ...............................................................40
Infectious Disease Outbreak Policy and Procedure ...................................................................................42
Pest Control Policy and Procedure .................................................................................................................. 44
Workplace Safety ....................................................................................................................................................... 46
Workplace Safety – Housekeeping, Hygiene & Hazardous Materials Policy and Procedure ......47
Working Alone Policy and Procedure .............................................................................................................49
Employment .................................................................................................................................................................50
Sta Training Policy and Procedure ................................................................................................................ 51
Building Maintenance ..............................................................................................................................................52
Building Maintenance Policy and Procedure ...............................................................................................53
Miscellaneous .............................................................................................................................................................. 54
Handling Client’s Money Policy and Procedure ..........................................................................................55
Medication Policy & Procedure .........................................................................................................................56
References .....................................................................................................................................................................58
Sample Policies & Procedures | 1 | for Emergency Shelters
Introduction
Following the transfer of the
Emergency Shelter Program (ESP) to
BC Housing in 2005, a new program
framework was written in collabora-
tion with the shelter sector. e new
framework recommends that all ESP
shelter providers develop written
policies and procedures.
is document provides a range of
examples of required policies and
procedures to assist shelter providers
in developing their own. In some cases
more than one example is provided
on a specific topic, demonstrating that
there is more than one right way to
approach a specific policy or procedure.
e policies and procedures in this
document are an amalgamation of
actual policies and procedures from
currently operating shelters. All sources
for these policies and procedures are
listed in the References Section at the
end of the document.
e policies and procedures included
in this document are limited to those
unique to emergency shelter providers.
For policies related to general non-
profit operation, agencies may
review components of BC Housing’s
Housing Provider Kit.
e fictitious Safe Stay Shelter and
the Safe Stay Shelter Society are used
in all examples. At first, this may be
somewhat confusing to the reader
since some of the policies will appear
to contradict one another. Hopefully,
the reader will be able to read each
policy and procedure independently
and not be distracted by any such
contradictions.
What are Policies & Procedures?
1
A policy is an organization’s official position on a certain topic.
It is intended to guide decisions and actions. It addresses
what should happen and why. It is usually crafted as a broad
statement using generalized language.
Example: “Safe Stay Shelter Society wishes to positively and
accurately portray its role to the public. erefore the Society is
committed to ensuring quality two-way communication with
members of the media.”
A procedure is a written description of the usual way of doing
something. It explains how an organization wants something
to be done. It is usually crafted to be specific, tangible, precise
and factual.
Example: Telephone Procedure:
•
Answer the phone
•
Write message on the duplicate pad
•
Place top copy in the employee’s message box
•
File completed duplicate message books.
What are the Characteristics of a
Good Policy and Procedure?
2
When writing policies and procedures use the following
techniques:
•
Write as you would speak – use the active voice and the
present tense
•
Use common words – avoid jargon, duplication and long
phrases
•
Write short sentences and paragraphs
•
Limit adjective use
•
Eliminate unnecessary information
1
From online course - “Writing Effective Policies and Procedures” - Charity Village Campus
Courses at www.charityvillage.com
2
From online course - “Writing Effective Policies and Procedures” - Charity Village Campus
Courses at www.charityvillage.com
Sample Policies & Procedures | 2 | for Emergency Shelters
e ESP Framework provides the following direction on the required
policies and procedures:
SECTION 9.1 ESSENTIAL SERVICES
Admission and Discharge
•
All shelters will have written policies and procedures for admission
eligibility and allowable length of stay.
•
Policies and procedures as well as clients’ rights and responsibilities
in accessing shelter services are to be clearly explained to clients upon
admission.
•
e shelter will have written policies and procedures for expelling
individuals that:
2 Define reasons or conditions of expulsion
2 Include timely due process provisions
2 Are clear and simple to understand
2 Describe the conditions or process for re-admission to the shelter
including the appeal and complaints procedure
2 Require reasonable efforts be made to provide an appropriate referral.
In this section the following examples are presented:
•
Two dierent admission policies are presented: a high barrier and a
minimal barrier example
•
The admission procedure is presented separately
•
Charter of Client Rights and Responsibilities
•
A discharge policy and procedure
Admission and Discharge
SAFE STAY SHELTER
Admission Policy (1) – High Barrier
Policy
The Safe Stay Shelter promptly and responsively screens applicants’ eligibility for services. To be eligible for
services, clients must be homeless and cannot have consumed alcohol or drugs on the day they are seeking
entry into the shelter.
Once a client is admitted to the Shelter, if Shelter sta become aware of further information or observations that
the client is unable to participate eectively in the Shelter programs (including consuming alcohol or drugs),
they should contact the Program Supervisor for direction to ensure the client is referred for appropriate services.
Sample Policies & Procedures | 3 | for Emergency Shelters
SAMPLE POLICY & PROCEDURE
Approved: Approved by: Policy No:
SAFE STAY SHELTER
Admission Policy (2) – Minimal Barrier
Policy
Safe Stay Shelter provides specialized support services for people living with mental illness, addictions and
other challenges. All of the Safe Stay Shelter programs operate from a low barrier perspective—meaning that
we do not require that people be sober, compliant with mental health or addiction treatment plans, or agree
to participate in programs to receive services and housing support from us. Instead, we welcome them to a
community of people experiencing similar challenges meeting them where they are at.
The homeless are not homogenous. By oering a variety of housing and support options, Safe Stay Shelter can
ensure that appropriate, supportive environments are available to our clients. Safe Stay Shelter programs include
emergency housing, transitional housing, long term housing, outreach programs, food services and community
living support.
By providing services to those who are not considered ‘housing ready’ by other organizations (active substance
use, and no psychiatric treatment links or medication use), Safe Stay Shelter has been successful in breaking the
cycles of chronic homelessness, instability and substance use for their clients by providing assertive interventions
within a high tolerance environment.
The goal is not simply to get people o the streets but to provide a comprehensive array of supports that assist
people in achieving stability which allows them to move forward with their lives. By providing housing and support
in a client-centred environment, Safe Stay Shelter engages clients to create an atmosphere of trust where
opportunities for change can be discovered.
Safe Stay Shelter welcomes all people who are homeless or at-risk of homelessness unless they have previously
been banned due to severe violence towards sta or other clients or dealing drugs on our property.
SAMPLE POLICY & PROCEDURE
Sample Policies & Procedures | 4 | for Emergency Shelters
Approved: Approved by: Policy No:
SAFE STAY SHELTER
Shelter Admission Procedure – Minimal Barrier
Procedure
Clients are informed of the purpose, scope and contents of services oered at the Safe Stay Shelter at
the outset of service delivery. Clients are informed that service use is voluntary. A person becomes a
client at the Safe Stay Shelter when both sta and the client have mutually agreed upon service and a
le has been opened.
The Client must be able to convince sta that they know where they are, are willing to participate with
the admissions procedure. If they do not, sta may use their discretion about admission. If they are not
“received”, a referral may have to be made to another agency for help. If any behavioural problems
occur, police may be called.
The following admission procedure is followed for all clients:
•
Ask clients to identify themselves and provide date of birth (check ID if available)
•
Determine if the person is barred
•
Ask if the person has any weapons or medication to turn in
•
Administer shelter questionnaire and client intake forms
•
Present the Charter of Rights and Responsibilities
•
Assign bed and oer shower and laundry
The orientation of those being served begins at intake. Each new client will receive a copy of “House
Rules” and will be asked to sign the statement of agreement. Orientation will be conducted in a way
that is clear, consistent, understandable and will include:
1. Identication of the shelter worker and their role
2. Information about how the program operates
3. Mission, program and services of the Safe Stay Shelter
4. Clear communication regarding clients rights and responsibilities
5. Information regarding complaint procedures
This information will be provided to all people who become clients, however, the worker will assess to
what depth the information for new clients will be delivered.
Shelter sta will use Safe Stay Shelter’s intake document as a guide during intake and orientation to
ensure all procedures are in place and are followed consistently with each client.
Sample Policies & Procedures | 5 | for Emergency Shelters
SAMPLE POLICY & PROCEDURE
Approved: Approved by: Policy No:
SAFE STAY SHELTER
Charter of Client Rights and Responsibilities
Policy
The Safe Stay Shelter respects the rights and dignity of the people it serves and treats them in a non-coercive
manner. Shelter programs have procedures in place to facilitate a respectful workplace.
This Charter establishes the rights and responsibilities for clients accessing services at the Safe Stay Shelter. The
rights and responsibilities include:
RIGHTS
•
The right to feel safe in the Safe Stay Shelter and associated programs;
•
The right to progress through the shelter programs at your own level of comfort and understanding
•
The right to be considered for accommodation and housing based on fair policies;
•
The right to receive help nding and staying in suitable housing on a long-term basis;
•
The right to be treated with respect regardless of your race, status, gender, sexual orientation, age,
religion, or beliefs;
•
The right to be informed of your human, legal, and civil rights, and to speak up when you feel they
have been violated;
•
The right to be informed about the polices of the Society that have a direct impact on you;
•
The right to be informed and included in the decisions made about you and your family;
•
The right to condentiality in accordance with the Private Information Protection Act and the
Freedom of Information and Protection of Privacy Act;
•
The right to receive help when applying for income assistance, employment and health services,
educational opportunities and other support services; and,
•
The right to make a complaint or appeal a decision you do not agree with and receive an answer
that makes sense to you.
RESPONSIBILITIES
•
The responsibility to respect the rights of others to feel safe;
•
The responsibility to respect the cultural backgrounds and privacy of others;
•
The responsibility to follow schedules and rules of the Safe Stay Shelter and its programs;
•
The responsibility to let program sta know if you are unable to keep an appointment and need to
reschedule;
•
The responsibility to inform sta if you feel that any sta member has breached the code of ethics,
condentiality or has treated you unfairly.
SAMPLE POLICY & PROCEDURE
Sample Policies & Procedures | 6 | for Emergency Shelters
Approved: Approved by: Policy No:
Procedure
Upon intake into the shelter clients are advised of their rights and responsibilities and provided
with the information in writing. Copies of the Charter will also be posted in high visibility locations
throughout the shelter.
Additional Example
Homeless Rights and Responsibilities from the State of Victoria, Australia.
Consumer Charter and Guidelines: Your rights and responsibilities explained.
The charter establishes rights and responsibilities for people using community-managed
homelessness assistance or social housing services funded through the Department of Human
Services.
The rights and responsibilities include:
•
The right to assistance during a crisis or to prevent a crisis;
•
The right to be considered for accommodation and housing based on fair policies;
•
The right to receive help nding and staying in suitable housing on a long-term basis;
•
The responsibility to respect the rights of others to feel safe;
•
The right to be free from discrimination;
•
The right to respect for your culture;
•
The responsibility to respect the cultural backgrounds and privacy of others;
•
The right to respect, dignity and privacy;
•
The responsibility to treat others with respect and dignity;
•
The right to participate in the decision making process of organisations;
•
The right to help applying for income support, employment and health services;
educational opportunities and other support services; and
•
The right to make a complaint or appeal a decision you do not agree with and receive an
answer that makes sense to you.
Sample Policies & Procedures | 7 | for Emergency Shelters
SAMPLE POLICY & PROCEDURE
SAFE STAY SHELTER
Discharge Policy and Procedure
Policy
The Safe Stay Shelter Society ensures that when service is terminated, either voluntarily or involuntarily,
employees follow an orderly and respectful process.
Discharge may occur when the client:
•
Achieves his/her goals and is ready to discontinue service
•
No longer wants to stay at the Shelter and receive service
•
Refuses to adhere to the policies and procedures of the shelter (e.g. violent behaviour or weapons
possession);
•
Has needs that exceed the resources and expertise of the shelter.
Procedure
Discharge Checklist
As a client prepares for discharge sta should use the following checklist to ensure an orderly and
comprehensive discharge and le closing process:
•
Wrap up case planning with the client
•
Complete a discharge/aftercare plan with the client
•
Have the client complete a Client Satisfaction Survey prior to leaving;
•
Record the reason for discharge
•
Make appropriate referrals where external after care is required
•
Ensure all personal property in the client le is returned to the client
•
Enter a closing summary in the client le within two days of discharge.
Closing Summary
A closing summary entered into the client record must be written by sta within 2 days of client
departure. The closing summary includes:
•
The reason for discharge
•
Service goals and outcomes
•
Plans for follow-up
•
Other summary comments as appropriate
SAMPLE POLICY & PROCEDURE
Sample Policies & Procedures | 8 | for Emergency Shelters
Approved: Approved by: Policy No:
Involuntary Discharge
In some cases, the Shelter may require a client to be discharged on an involuntary emergency
basis. The Shelter Manager must sign o on the decision to ask a client to leave. Employees have an
obligation to assist such clients in linking to other appropriate services prior to leaving the shelter.
This may include, among other things, making referrals or providing the clients with resources to self
refer. Sta should always remain non-judgmental in their approach to the client. Be honest with the
client about why s/he is being asked to leave
The client may react angrily to the involuntary discharge and sta may be the target of that anger.
If there are concerns that this may happen, sta should ensure that they are not alone during the
procedure.
Appeal Process
If a client expresses a concern or makes a complaint concerning their involuntary discharge, s/he can
take the following steps:
1. The client should discuss the matter fully with the Shelter Manager, who will make a decision on
any corrective action required within the boundaries of his/her authority. The Manager will notify
the Executive Director of the client’s concerns and the action taken.
2. If the client is still unsatised with the outcome, the client may submit a request for intervention
to the Executive Director, who will acknowledge receipt within ve days. The Executive Director
will take any corrective action required within 10 days and inform the client, in writing, of the
resolution.
3. Clients have the right to ask assistance of another person to speak on their behalf, or help ll out a
grievance form.
4. Client grievances are reported in the Shelter Manager’s Quarterly and Annual Reports. The Board
of Directors reviews all grievances quarterly and annually, providing a level of review that does not
involve the person about whom the complaint was made or the person who reached the decision.
5. Copies of all documents are placed in the client le.
Sample Policies & Procedures | 9 | for Emergency Shelters
SAMPLE POLICY & PROCEDURE
Sample Policies & Procedures | 10 | for Emergency Shelters
Service Restrictions -Substance
Use, Weapons and Violence
e ESP Framework provides the following direction on the required
policies and procedures:
SECTION 9.3.1 ACCOMMODATING DIFFERENT CLIENT
GROUPS
Service Restrictions
Emergency Shelter providers must have clearly written criteria and policies
that outline the rationale and mandate for providing services to selected
client groups, including policies for situations where services are restricted
for safety reasons, and submit policies for approval to BC Housing.
SECTION 9.3.2 SERVICE DELIVERY MODEL
•
ere are a variety of service delivery models currently in use across the
province. Service models are based on a number of factors such as service
mandate, needs and characteristics of local clients and additional support
services available in the community. Emergency shelter providers must
have clearly written criteria and policies that outline the service delivery
model and rationale for providing particular services.
•
e most common service models are based on substance use or
approach to service delivery in the shelter. Emergency shelter providers
should communicate their policy on substance use to clients upon
admission.
SECTION 10.2 BUILDING SECURITY MEASURES
•
Shelters should have written polices in place on the possession of
weapons and violent behaviour in the shelter
In the following section, examples are presented for:
•
Substance Use Polices, ( High Barrier and Minimal Barrier examples)
•
A Weapons Policy
•
A Violent Behaviour Policy and Procedure
•
A Dealing with Inappropriate Behaviour Policy and Procedure
SAFE STAY SHELTER
Substance Use Policy 1– Minimal Barrier
Policy
While drugs and alcohol are not allowed on the premises, we do house many clients who are actively using these
substances. We oer a non-judgmental approach that attempts to meet clients “where they are at” with their
substance abuse. Instead of denying services to clients who are using, we try to give opportunities for the clients
to minimize the harms associated with substance abuse.
Procedure
•
Sta will not ask clients to be abstinent, only that they cannot use in the shelter.
•
Sta should help clients recognize that some ways of using substances are clearly safer than others.
•
Sta should recognize that the realities of poverty, class, racism, social isolation, past trauma, sex-
based discrimination and other social factors that aect clients’ vulnerability to and capacity for
eectively dealing with substance use.
Practicing Harm Reduction
•
Sta should support clients with their harm reduction plans. Examples of this include:
2 Encouraging a client who has decided to reduce the amount of substance s/he consumes in a
day;
2 Listening and honouring a client’s story about how s/he became dependent on prescription
medication;
2 Helping a client to get past the shame of being addicted so that s/he can make conscious
choices about what s/he wants to do about it;
2 Giving a client information on how to use more safely to keep him/herself disease free, which
will lead to more options in the future.
•
Sta may not automatically ask a client to leave the shelter for drug use or for having paraphernalia
in the shelter.
•
When addressing a client who has been found using in the shelter, sta should oer alternative
solutions to the client, such as making sure the client knows where needle exchange programs are
located.
•
When addressing paraphernalia that has been found, sta emphasize that clients must use the
provided needle exchange to maintain a safe environment in the shelter, and for their own health.
•
When clients are quite inebriated or high in the common areas of the shelter, sta should ask them
Sample Policies & Procedures | 11 | for Emergency Shelters
SAMPLE POLICY & PROCEDURE
Approved: Approved by: Policy No:
to stay in their rooms when in this state. If a client is asked to leave the common areas and stay in
his/her room, sta should make a point of checking on the client periodically, to ensure his/her
physical safety.
SAMPLE POLICY & PROCEDURE
Sample Policies & Procedures | 12 | for Emergency Shelters
SAFE STAY SHELTER
Substance Use Policy 2 – High Barrier
Policy
Safe Stay Shelter does not accept clients who are currently using drugs and alcohol. The shelter does not have
the expertise to admit individuals who are currently using and/or are severely intoxicated. Clients must agree
to be sober while staying at the shelter. Any client suspected of using any non-approved drugs or concealing
syringes will be required to leave the shelter.
Procedure
Admission
•
Clients are questioned about their current drug and alcohol use at admission.
•
Clients are asked to commit to remaining drug and alcohol free during their stay at the shelter.
•
All medication, syringes, and drug paraphernalia are to be turned in upon admission to the shelter.
•
Prescribed medications are stored in the oce and sta will assist clients to take timely dosages of
the medication.
Severe Intoxication
•
If an individual seeks admission to the shelter while in a state of severe intoxication, sta should not
assign a bed for the person.
•
The individual should be monitored while the police are called.
•
The police will be able to provide the care and monitoring required to safely look after the
individual.
Sample Policies & Procedures | 13 | for Emergency Shelters
SAMPLE POLICY & PROCEDURE
Approved: Approved by: Policy No:
SAFE STAY SHELTER
Weapons Policy and Procedure
Policy
Weapons will not be accepted for check-in or allowed in the facility. Shelter sta will make the determination as
to what constitutes a weapon. Attempts to bring weapons into the facility will result in an immediate denial of
service.
Work tools and any other devices, which may be used in a manner that could cause serious bodily injury, must
be checked in at the front desk and appropriately stored, before the client is allowed in other areas of the shelter.
Procedure
•
Items which require check-in must be tagged with the client’s name and date of check-in. All
check-in items must be immediately stored in a locked box, closet or cabinet, which is to be located
in a secure area of the facility.
•
Clients may retrieve the items whenever they are ready to leave the facility.
•
Upon check-in of an item, clients will be provided with a Property Log Agreement Form, used to log
receipt and return of the item. This form will also explain the rules of the Shelter Safety Policy. The
client must sign this agreement and turn the item(s) over to shelter sta, before continuing to any
area of the shelter.
•
When a client requests the return of his/her item(s), the client’s name and date the item was
returned will be entered in the Property Log Agreement Form. The client will conrm the return
of their item(s) by signing in the appropriate column. The shelter will keep the original copy of the
Property Log Agreement Form and provide the client with a copy of the signed document. This
procedure will be done each time an item is returned to a client. Only the Shelter Supervisor or Site
Manager may return an item.
SAMPLE POLICY & PROCEDURE
Sample Policies & Procedures | 14 | for Emergency Shelters
Approved: Approved by: Policy No:
Banned Weapons
•
Guns (including zip guns and BB guns)
•
Knives (other than those specically designated for legitimate vocational purposes-see list of items
for check-in)
•
Spears and swords
•
Clubs, sticks and staves
•
Explosive devices
•
Martial arts weapons
•
Brass knuckles
•
Pepper spray/mace
•
Stun guns
•
Tasers
•
Razors (including straight razors and razors with removable blades)
•
Slingshots
Items Requiring Mandatory Check-in
•
Work Tools (hammers, screwdrivers, crowbars, box cutters, etc.)
•
Sports Equipment (golf clubs, baseball bats etc.)
•
Camping equipment (hatchets, tent spikes, etc.)
•
Knives which are used for legitimate vocational purposes (culinary knives for clients employed as
chefs/cooks)
•
Heavy ashlights (such as police style Maglite ashlights)
•
Canes (must be checked-in by clients who are not mobility impaired)
•
Large metal crosses
•
Jewellery with studs, spikes and/or other protrusions
•
Scissors
Please Note: This is not meant to be a comprehensive list of banned items/items requiring check-in.
Shelter sta and security personnel are fully authorized to make determinations regarding such items on
a case-by-case basis.
Sample Policies & Procedures | 15 | for Emergency Shelters
SAMPLE POLICY & PROCEDURE
SAFE STAY SHELTER
Violent Behaviour Policy and Procedure
Policy
A client will be told to leave the shelter when sta has witnessed the person, or s/he has admitted to, being
violent or physically intrusive inside the shelter, or s/he has repeatedly targeted another individual. This includes:
•
Hitting, kicking, slapping, pushing
•
Throwing objects at someone
•
Any unwanted physical contact
•
Being verbally abusive repeatedly to the same person
Procedure
1. Sta will intervene in a conict in the shelter and encourage those involved to work things out
respectfully, oer to mediate, and name abusive behaviour.
2. Sta will prioritize being in common areas with clients when tensions are high.
3. Whenever possible, the decision to tell a client to leave should be discussed with the manager or
another support worker.
4. When a client has assaulted anyone in the shelter or been physically intrusive, aggressive (including
unwanted touching) and sta have seen it, or the person has admitted it, s/he must leave.
5. Sta should be honest with the client about why s/he is being asked to leave. If possible, help the
person with their plans and provide him/her with alternatives. Sta should remain non-judgmental.
6. The client may react angrily and sta may be the target of that anger. If a sta member is concerned
about personal safety and s/he is on shift alone, call in another sta person before talking with the
client and, if necessary, notify the police.
7. Notify the Shelter Manager immediately and complete a Critical Incident Form.
SAMPLE POLICY & PROCEDURE
Sample Policies & Procedures | 16 | for Emergency Shelters
Approved: Approved by: Policy No:
SAFE STAY SHELTER
Dealing with Inappropriate Behaviour
Policy and Procedure
Policy
At the Safe Stay Shelter, our primary concern is housing and assisting clients who are in crisis. We do our best
to help clients live within the guidelines that are necessary for maintaining the communal environment of the
shelter. If at all possible, we want clients to be able to continue their stay at the shelter. This can sometimes be
a dicult task, especially when clients act out in loud, rude or aggressive ways towards sta or other clients. It
is up to sta on shift to nd a balance between ensuring the safety of the shelter (sta and clients) and nding
ways to assist the client in maintaining a certain level of appropriate behaviour, so that s/he can remain a client.
Procedure
If a client has repeated instances of inappropriate behaviour that jeopardizes the safe and communal atmosphere
of the shelter, a client may be given warnings; placed on daily assess or evicted; or barred for a period of time.
•
Warnings
If a client disregards a shelter policy, and is not receptive to being told by sta that it is unacceptable
behaviour, s/he will be given a warning. It is important that the client be made clearly aware of why
s/he is being given the warning. If the client receives too many warnings about the same unacceptable
behaviour s/he may be asked to leave. However, if a client has several warnings on le, but on
dierent topics, then this does not lead to him/her being asked to leave.
•
Daily Assess
This indicates that there were signicant issues that arose during the current or recent previous stay
of a client. If the incidents occurred during his/her previous stay, the client should be made aware
that s/he needs to closely monitor his/her behaviours related to the daily assess, as a condition
of the shelter oering him/her space. (If for example, there was drug paraphernalia found in the
client’s things when s/he moved out, s/he needs to have the alcohol and drug policy emphasized
to her when s/he calls for space and during the intake. As well, it means that the client will be given
fewer warnings about his/her behaviour during this stay, and may be asked to leave sooner than if
s/he did not have a history of being unable to follow the guidelines of the shelter.
•
Evictions
A series of warnings, followed by a nal warning for threatening or unsafe behaviour will lead to an
eviction. A clear time limit for the client to leave the building is given at this time.
Extremely threatening behaviour towards sta or another client will result in immediate eviction. If
a client is too aggressive, angry or out of control to leave the shelter on their own, the police can be
called to escort the client from the premises.
Sample Policies & Procedures | 17 | for Emergency Shelters
SAMPLE POLICY & PROCEDURE
Approved: Approved by: Policy No:
Barrings
If a client is unable to comply with the behavioural requirements of the shelter, especially if s/he
cannot/will not follow conict resolution procedures or is violent, s/he will be barred for a period of
time. Once a client has been evicted, his/her le is assessed by sta in order to determine if a barring is
necessary, and if so, how long it will be in place.
SAMPLE POLICY & PROCEDURE
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Spirituality
e ESP Framework provides the following direction on the required
policies and procedures:
SECTION 2.0 GUIDING PRINCIPLES
CORE SERVICES THAT ARE ACCESSIBLE AND CLIENT
FOCUSED
Emergency shelter providers should have polices in place regarding
spiritual activities that take place within the shelter to ensure that
individuals not participating have equal access to services and
accommodation.
In the following section two example policies are presented for
•
A Spirituality Policy and Procedure for a Christian based organization
•
A Spirituality Policy and Procedure for a secular organization
SAFE STAY SHELTER
Spirituality Policy (Christian based)
Policy
When the Safe Stay Shelter Society was founded 25 years ago it was based on the Christian principles of caring
for those in need in our community and the importance of sharing God’s love through real and tangible actions.
Those principles remain just as valid for the work of the shelter today. That being said, while Christian prayers,
services, bible studies and pastoral counselling are available at the shelter for those clients who are interested in
participating, participation in any religious activity is not compulsory or expected. Clients staying at the shelter
are free to practice any religion or spiritual belief that they adhere to, or none at all if that is the case.
Sta will work with those clients of other beliefs and spiritual practices to connect them with organizations that
can oer appropriate activities and services if so desired.
Procedure
1. During the intake process sta will assess client interest in religious or spiritual development.
2. Sta will clearly explain to clients that participation in any and all religious activities at the shelter is
not compulsory or expected.
3. Sta will regularly post a schedule of any religious activities that are occurring in the shelter.
4. Sta will also regularly post information about other religious and spiritual activities in the
community.
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SAFE STAY SHELTER
Spirituality Policy (secular based)
Policy
Safe Stay Shelter Society encourages holistic healing for its clients, meaning that we encourage clients to work
towards physical, emotional, mental and spiritual well-being. It is important, however, that clients be free to
practice any religious or spiritual belief they adhere to. Given the breadth of religious and spiritual backgrounds
of our clients and to ensure fairness to all clients, religious and spiritual activities do not take place in the Shelter.
Shelter sta, however, are strongly encouraged to help clients make connections with religious and spiritual
groups who can provide these activities to our clients.
Procedure
1. During the intake process sta will assess client’s religious and spiritual needs.
2. Sta will explain to clients that religious and spiritual activities do not take place at the shelter, but
that they will help clients to connect with other groups oering these activities.
3. Sta will also regularly post information about religious and spiritual activities in the community.
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SAMPLE POLICY & PROCEDURE
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Complaints
e ESP Framework provides the following direction on the required
policies and procedures:
SECTION 2.0 GUIDING PRINCIPLES
Transparent and Accountable Operations
•
Providers will adopt written policies and procedures regarding
complaints and appeals and communicate these policies to clients.
SECTION 11.3 POLICIES AND PROCEDURES
A policy and process for dealing with client complaints which, at a
minimum includes:
•
A system for the review of complaints
•
How formal complaints and their resolution are recorded
•
How complaints and appeals procedures are made available and are
clearly communicated to clients
e following three examples provide a range of options for shelters
to consider. e first two examples reflect approaches for addressing
complaints about some aspect of shelter operations.
•
e first example is less defined and perhaps more suitable for a small
shelter.
•
e second has a more clearly defined procedure and could be more
suitable for a larger shelter or a society that operates more than one
shelter.
•
e third example addresses conflict between shelter clients and proposes
a conflict resolution procedure.
SAFE STAY SHELTER
Complaints Policy and Procedure: Small Shelter
Policy
Feedback is important. Shelter clients must be provided with an opportunity to express their concerns and/or
complaints. Sta have a duty to listen to and consider what is being said, and provide the client with a response.
Procedure
To ensure that client concerns/complaints are handled in a consistent and responsive way the
following procedure should be followed:
1. Whenever possible, the sta person rst hearing the concern/complaint must attempt to resolve it
using active listening and conict resolution skills.
2. If the client remains angry or concerned, sta may refer the client to the program manager or
designate, who may then refer him/her to the Executive Director.
3. Clients also have the right to access the Board of Directors and/or BC Housing. In these cases
provide the client with the mailing address of the Safe Stay Shelter Society and/or BC Housing.
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SAMPLE POLICY & PROCEDURE
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SAFE STAY SHELTER
Complaints Policy or Procedure 2:
Larger Shelter or Society
Policy
The Safe Stay Shelter Society maintains a client grievance procedure to ensure that clients’ complaints are dealt
with promptly and in an unbiased manner.
Clients are provided with a written description of the Safe Stay Shelter Society grievance procedure and a Client
Grievance Form upon admission to the shelter. Sta are responsible for advising clients of their rights and of the
grievance procedure, including that a sta member will assist them to complete the form and le the grievance.
Procedure
If a client expresses a concern or makes a complaint concerning their admission to or stay at the
shelter, s/he can take the following steps:
1. The client will discuss the matter fully with the Shelter Manager, who will make a decision on any
corrective action required within the boundaries of his/her authority. The Manager will notify the
Executive Director of the client’s concerns and the action taken.
2. If the client is still unsatised with the outcome, the client may submit a request for intervention to
the Executive Director, who will acknowledge receipt within 5 days. The Executive Director will take
any required corrective action within 10 days and inform the client, in writing, of the resolution.
3. Clients have the right to ask assistance of another person to speak on their behalf or help ll out the
grievance form.
4. Client grievances are reported in the Shelter Manager’s Quarterly and Annual Reports. The Board
of Directors reviews all grievances quarterly and annually, providing a level of review that does not
involve the person about whom the complaint was made or the person who reached the decision.
5. Copies of all documents are placed in the client le.
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SAFE STAY SHELTER
Complaints Policy and Procedure 3:
Conict Resolution
Policy:
Living in a communal environment is always challenging, whatever the current life circumstances are for the
people involved. Because of this, conict does happen between clients. As part of our commitment to providing
safe shelter, we require all clients who stay in the shelter to participate in mediated conict resolution with a
Support Worker when they are having a conict with a roommate or anyone in the shelter. This is also eective
for preventing violence in the workplace.
Procedure
1. As a rst step, clients should resolve conict with each other by talking calmly and directly with
the other person involved to nd some resolution. If this does not resolve the conict, then both
people involved need to come into the oce so that the Support Worker can mediate.
2. Clients need to agree to abide by the conditions of the solution of this process or acknowledge they
will be moved to another shelter.
3. Each person should have a chance to tell their side of the story in a respectful way without
interruptions from the other person.
4. The Shelter Worker should encourage the clients to suggest compromises that could solve the
situation. If they are unable to come up with constructive solutions, Shelter Workers should put
forward compromises that might work for all involved.
5. Sometimes, the clients are just not able to compromise, and it may be necessary to have the two
people involved stay away from each other, and out of each others’ business, for the duration of
their stay. It must be made clear that if the people involved cannot follow these guidelines, and
continue to engage in behaviour that is aggressive, threatening or too disruptive to other clients,
then one or both people may be asked to leave. If possible, an alternate space in another shelter
will be found.
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SAMPLE POLICY & PROCEDURE
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Privacy and Condentiality
e ESP Framework provides the following direction on the required
policies and procedures:
SECTION 11.0 REPORTING AND MONITORING
11.2 Client Records
Staff and volunteers must respect the privacy and confidentiality of clients’
personal information. Emergency shelter providers are to develop policies
for staff and volunteers regarding client confidentiality and must comply
with the Protection of Personal Information Act.
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SAFE STAY SHELTER
Privacy & Condentiality Policy & Procedure
Policy
Safe Stay Shelter values and protects condentiality of client information. For the shelter to work eectively,
clients must have condence that information they provide will be safeguarded appropriately.
Procedure
Shelter sta
1. Treat as condential all discussions about clients, all client case records, and all other material
containing information about clients;
2. Inform all clients that concerns or questions on why their personal information is being recorded or
what is done with it can be directed to the Executive Director who is Safe Stay Shelter’s information
privacy ocer;
3. Keep client les secure and locked;
4. Limit access to client les to authorized persons; and,
5. Do not leave clients or other people unattended with condential material.
Access to Client Files
Access to client les is only permitted to appropriate, authorized persons. These include clients;
parents or legal guardians, where appropriate; employees authorized to see specic information on a
“need-to-know” basis; and others outside the Shelter whose access is permitted by law.
Working Notes and O-Site Documentation
In programs where client contact is o-site or where client working notes must be secured outside of
the Shelter’s regular oce, it is important to ensure condentiality is respected both verbally and in
written form. To achieve this, the following additional procedures are required:
1. Whenever possible, o-site information will have minimal identifying information (initials)
2. If condential material is kept in a vehicle during working hours, the vehicle must be locked at
all times and the material stored out of view. No condential material is to be left in a vehicle
overnight.
3. Any condential information kept at an employee’s home must be secured. No condential
information is to be stored on home or personal computer hard drives. Computer disk les must be
password protected.
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SAMPLE POLICY & PROCEDURE
Approved: Approved by: Policy No:
4. Working notes must be brought into the oce and securely stored or destroyed every three
months.
5. Upon client discharge, all written information/notes on the client kept outside of the oce must be
returned for secured ling.
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Information Technology
e ESP Framework provides the following direction on the required
policies and procedures:
SECTION 11.0 REPORTING AND MONITORING
11.1 Data Collection and Statistics
BC Housing, in consultation with emergency shelter providers, developed
a database to assist providers with the day to day work of shelters and
minimize the work involved in meeting the reporting requirements of BC
Housing and other funders. Shelters are required to keep information in
the database up-to-date.
In addition, the Emergency Shelter Program Support Services Agreement,
Schedule A, Section 4.c requires that information technology written
policies be in place to ensure the security and consistency of ESP shelter
data.
SAFE STAY SHELTER
IT Policy & Procedures
Policy
Safe Shelter Society protects the condentiality of client and business data by maintaining computer security
that meets or exceeds industry standards. The security includes hardware and software applications as well as
limited security access using user names and passwords.
Information handled by computer systems must be adequately protected against unauthorized access,
modication, disclosure, or destruction. Eective controls for logical access to information resources minimize
inadvertent employee error and negligence, and reduce opportunities for computer crime.
Fulllment of security responsibilities is mandatory and violations of security requirements may be cause for
disciplinary action, up to and including dismissal, civil penalties, and criminal penalties.
Procedures
Access Codes and Passwords
•
The condentiality and integrity of data stored on Safe Shelter Society’s computer systems is
protected by access controls to ensure that only authorized users can gain access. Access privileges
are restricted to only those capabilities that are appropriate to each user’s job duties (this includes
limiting the installation of software to IT sta).
•
Each user is responsible for the security of his or her assigned passwords. Passwords should not
be written down. Users must not disclose passwords to others and must immediately change
passwords if it is suspected that they have become known to others.
•
Where possible, passwords must be a minimum of seven characters in length and be comprised of
a combination of letters, numbers and special characters. The use of proper names, dates, phone
numbers and words that can be found in a dictionary must be avoided.
•
Passwords must be changed at least every 90 days, if not prompted automatically by the system.
•
Some systems provide the ability to save a password so that it does not need to be entered the
next time the application is run. This can provide easy access to systems for an unauthorized
user. Under no circumstances should passwords to Safe Shelter Society’s systems be saved in an
unencrypted format.
•
When a user walks away from a computer they are logged on to, they must either log o or lock the
computer. This applies even if the user is only leaving the computer unattended for a short period
of time.
•
All users acknowledge their reading and understanding of computer security issues each time they
log on to a Society computer system.
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Computer Viruses
Computer viruses are programs designed to make unauthorized changes to programs and data.
Therefore, viruses can cause destruction of Society resources and are much easier to prevent than
cure.
Defenses against computer viruses include protection against unauthorized access to computer
systems, using only trusted sources of data and programs, and maintaining virus-scanning software.
•
Users must not knowingly introduce a computer virus into Society computers.
•
Users must not load diskettes, CD-ROM’s, USB memory devices or other portable media of unknown
origin.
•
All incoming diskettes, CD-ROM’s, USB memory devices and other portable media must be scanned
for viruses before the les that they contain are opened.
•
Any user who suspects that his/her Safe Shelter Society laptop or workstation has been infected by
a virus must immediately power o the workstation and contact IT Department.
Bypassing or breaching security measures
•
Attacks against Safe Shelter Society systems come from many sources both internal and external
to Safe Shelter Society’s computer networks. Security measures, such as a rewall and intrusion
detection system, have been put in place to protect Safe Shelter Society from breaches that
originate from outside sources.
•
Any activity that bypasses or is intended to bypass the security measures that are in place to protect
Safe Shelter Society’s networks is in contravention of this policy and may lead to disciplinary action.
Inappropriate use
Inappropriate use of Safe Shelter Society’s information technology includes, but is not limited to:
•
Unauthorized access, alteration, destruction, removal, and/or disclosure of data, information,
equipment, software, or systems;
•
Deliberate over-extension of the resources of a system or interference with the processing of a
system;
•
Disclosure of condential passwords and/or access devices or information for accounts, equipment,
and telephone voice mail;
•
Unauthorized use of Society facilities and resources for commercial purposes;
•
Theft of resources;
•
Malicious or unethical use; and
•
Use that violates provincial or federal laws.
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SAMPLE POLICY & PROCEDURE
Monitoring system use
•
The Manager of Information Technology is responsible for monitoring the system for security.
In the course of monitoring individuals improperly using the system, or in the course of system
maintenance, the Manager of Information Technology may also monitor the activities of authorized
users.
•
Anyone using Safe Shelter Society’s system expressly consents to such monitoring and is advised
that if such monitoring reveals possible evidence of criminal activity, system personnel may
provide the evidence of such monitoring to law enforcement ocials or the Executive Director for
disciplinary action.
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Critical Incidence Response
e ESP Framework provides the following direction on the required
policies and procedures:
SECTION 10.3 HEALTH AND SAFETY SAFETY
REGULATIONS
•
Shelters must comply with the direction of local fire authorities as
they interpret the BC Fire Code. Emergency shelter providers must
have established proper fire evacuation procedures and an emergency
preparedness plan covering medical emergencies, natural disasters,
labour disruptions, and other causes of loss of essential services. A copy
of the policy/procedures should be available in a location that is readily
available to clients, staff and volunteers.
•
Shelters should have a pest control inspection and treatment plan in
place to deal with any outbreak of pests.
•
Shelters will develop procedures around client death and timely
notification of BC Housing of such incidents.
SECTION 11.3 POLICIES AND PROCEDURES
Emergency shelter providers must establish policies and procedures to
include the following: critical incident responses which, at a minimum will
include plans and procedures for fire: fire and other emergency evacuations
(e.g. earthquake), loss of essential services, business continuity, medical
emergencies, client deaths, threat and assault to shelter staff and clients,
outbreaks of infectious disease, and pest control and treatment plan.
In this section, the following examples are presented:
•
A Critical Incidents Policy and Procedure
•
Fire Procedure
•
Earthquake Procedure
•
First Aid Policy and Procedure
•
Shelter Client Death Procedure
•
Threat and Assault to Sta and Clients Policy and Procedure
•
Infectious Disease Outbreak Policy and Procedure
•
Pest Control Policy and Procedure
SAFE STAY SHELTER
Critical Incidents Policy and Procedure
Policy
All critical incidents must be documented. These include, but are not limited to, incidents where the Society
has been exposed to potential liability, where outside intervention has been sought (police, re, emergency
services, etc.) where sta have refused to dispense a client’s prescribed medication, an act of physical violence
has occurred or been threatened.
Procedure
1) Inform the shelter manager or delegate as soon as possible. Complete the Critical Incident Form in
as much detail as possible, ensuring you stick to factual information and stay away from judgments/
opinions. Provide the form to the Shelter Manager or delegate by the end of your shift.
2) The Shelter Manager, in cases where deemed appropriate and necessary, will initiate a critical
incident stress debrieng session with the sta members present.
Exceptions
•
In routine situations (e.g. a client refuses to go to the hospital but sta determine s/he requires
hospitalization and calls an ambulance, a routine call to after hours mental health, refusal to
dispense prescribed medication because a client is impaired), it is not necessary to contact the
Shelter Manager or designate at home, unless sta is seeking input/support.
Source: Atira Women’s Resource Society
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SAFE STAY SHELTER
Fire Procedures
In Case of Fire
1. Pull the re alarm if it is not already sounding; the Fire Department monitors the alarm and will
respond immediately.
2. Do not attempt to extinguish a re yourself.
3. Alert all clients, sta and visitors and immediately evacuate the shelter. Direct clients to the safe
mustering station outside.
4. Do not use the elevator.
5. Sta should collect the daily log, the visitor book and admission log as well as the extra sta keys.
6. At the mustering station conrm that all clients, sta and visitors have evacuated the building.
7. When the Fire Department arrives, speak to the ocer in charge. If required give the ocer a set of
sta keys.
8. Contact the Shelter Manager or his/her delegate as soon as possible.
9. If the weather is inclement and if the evacuation will not be short, request the Fire Department
provide buses for immediate short term shelter.
10. Contact other agencies in the community, inform them of the situation and ask for assistance in
providing temporary shelter for the clients.
11. For a false alarm or other short term evacuation, direct occupants back into the building once the
Fire Department has authorized an all clear. Complete a Critical Incident Form.
Smoke Alarm
In the shelter there are smoke alarms in every bedroom, in the hallways, common room, laundry room,
and kitchen and in the main oce.
Fire Extinguishers
There are re extinguishers located at each end of the main hallway. They can be used for any type of
re, but are only to be used when the re is small and contained (e.g. stove re). In all other situations,
sta are expected to inform clients and evacuate the house immediately.
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SAMPLE POLICY & PROCEDURE
Approved: Approved by: Policy No:
Fire Exit Procedures
The re exit procedures for clients are posted visibly in each bedroom, and are as follows:
•
Roll out of bed.
•
Touch back of hand to the door, if the door is cool, open it a crack; if you do not smell smoke, open
the door and leave the building.
•
If the door is hot, DO NOT OPEN IT – leave by the window. If necessary, use a chair to break the
window.
•
If the re alarm is not sounding, pull the nearest re alarm (located beside the elevator and in the
main hallway).
•
Check to see if everyone is out but DO NOT GO BACK IN THE BUILDING.
•
Follow the directions of Shelter Sta.
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SAFE STAY SHELTER
Earthquake Procedure
In Case of an Earthquake
1. In the event of an earthquake, direct all persons including sta to seek protection under tables,
counters, door frames and other protected areas.
2. When the earthquake has subsided assess the situation and if there are injuries, damage, re, a
natural gas leak or a natural gas odour or a heavy water leak, contact 911.
3. Evacuate the building if there is a re, a natural gas leak or odour, hot water or steam leak or other
hazardous objects or obstacles. Be aware that aftershocks could occur.
4. To evacuate—alert all clients, sta and visitors and immediately leave the shelter. Direct clients to
the safe mustering station outside.
5. Do not use the elevator.
6. Sta should collect the daily log, the visitor book and admission log as well as the extra sta keys.
Do not enter any unsafe or hazardous areas.
7. At the mustering station conrm that all clients, sta and visitors have evacuated the building.
8. Contact the Shelter Manager or his/her delegate as soon as possible.
9. If the evacuation is going to be for an extended period of time, the Shelter Manager will make
arrangements for alternate meals and accommodation.
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SAMPLE POLICY & PROCEDURE
Approved: Approved by: Policy No:
SAFE STAY SHELTER
First Aid Policy and Procedure
Policy
The Safe Stay Shelter provides required First Aid assistance in compliance with applicable requirements of Work
Safe BC.
Wherever possible we will respect a client’s decision not to go to the hospital. If however, the shelter worker
believes the client to be in need of hospitalization, s/he will call for an ambulance.
Procedure
•
The Safe Stay Shelter Society requires sucient employees to have WCB-recognized Level One First
Aid training in order to meet WCB regulations.
•
Documentation of the training is kept in the employee’s personnel le.
•
First Aid kits and manuals are readily available in a designated place on each oor of the shelter and
at the front desk. The list of contents for the First Aid kit is kept in or attached to the First Aid kit.
Applying First Aid
If an injury requiring First Aid occurs, employees should:
•
Immediately administer First Aid as prescribed in WCB training.
•
Wear disposable latex/vinyl gloves or use disposable airways for resuscitation, to minimize the risk
of contact with pathogens.
•
Record all incidents requiring First Aid in the Program’s First Aid (WCB) Record log.
•
Report First Aid to a parent or guardian where applicable.
Calling an Ambulance
•
Call 911.
•
Complete a Critical Incident Form detailing your observations and reasons for calling the
ambulance.
•
Call the Shelter Manager or designate if you need support.
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SAFE STAY SHELTER
Shelter Client Death Procedure
Procedure
In case of client death sta should:
1. Call 911.
2. DO NOT move the client or touch anything in the vicinity of the body.
3. Call a second sta member for support.
4. Call the Shelter Manager.
5. The Shelter Manager will initiate Critical Incident Debrieng for sta and clients as and if required.
6. The Shelter Manager will notify, the Executive Director, Board of Directors and BC Housing of death as soon as
possible.
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SAMPLE POLICY & PROCEDURE
Approved: Approved by: Policy No:
SAFE STAY SHELTER
Threat and Assault to Sta and Clients
Policy and Procedure
Policy
Safe Stay Shelter encourages a team approach, whenever possible, to dening, assessing and acting on violence
and the potential for violence in the workplace. Violence is dened as physical or verbal actions that result in
another person feeling intimidated, uncomfortable, unsafe, threatened or harassed. As many of the people we
serve live with mental illness and addictions, the cause of violent behaviour may be complex. Using the sta and
volunteer team is helpful in assessing each on a case-by-case basis.
Safe Stay Shelter Society makes sta and client safety a top priority in several ways. These include:
•
Critical Incident Report binder
•
Sta journal to track important issues, trends and clients with a violent history
•
Safety issues as a regular component of weekly team meetings
•
Regular checks on the environment (e.g. oce layout and natural surveillance sights)
•
Sta orientation
•
Non-violent communication training
Procedure
Factors to consider before taking action include:
•
Body language of the person in question
•
Understanding the background of the person in question (cultural background, history of violence,
mental illness, drug or alcohol use or intolerance of authority)
•
Conduct an environmental scan (is there an unobstructed escape path, possible weapons)
•
Assess your own capability for handling the situation. Know your own limits, triggers and your
tendency to under- or over-react.
•
Ask yourself what has happened: Who, what, when, where, how and why?
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Action
When possible, sta should use practiced words and phrases to redirect aggressive/violent behaviour
to create respect and empathy. However, at times direct action and intervention may be required.
Although there is no specic formula for when to take direct action, there are certain circumstances
when it becomes time to act. These may include:
•
Danger to yourself or others
•
Property is being damaged
•
Your feelings of personal safety have been violated
•
You have exhausted all other options
•
You are no longer in control of the situation
•
The person is xated on you
•
Things appear to be escalating.
Before taking any direct action, assess your own personal safety and possible escape routes. Ensure
that you have involved another co-worker either to assist you or to act as another set of eyes ready
to act. Ask the person who is acting out violently to leave the shelter. If the individual will not leave,
explain that the police will be called if they do not comply. If the person will still not leave, do not
hesitate to call police.
Post-Violent Incident Procedure
The following outlines a number of procedures to follow immediately after an act of violence in the
workplace. Procedures may vary depending on the nature of the incident and will be discussed and
carried out as a team.
•
Ensure the person has left the building
•
Call police, if you have not already done so
•
Ensure the assaulted person is in a safe place
•
Call for an ambulance if someone has been physically assaulted
•
Administer First Aid if necessary
•
Support the injured person
•
Support other clients in the area
•
Communicate with all sta on site and o site
Other important procedures that may follow include:
•
Complete a Critical Incident Report Form
•
Note the incident in the sta log book
•
Debrief the incident
•
Follow-up with a discussion in team meetings
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SAMPLE POLICY & PROCEDURE
SAFE STAY SHELTER
Infectious Disease Outbreak Policy and Procedure
Policy
Sta are responsible for protecting the clients receiving services through the shelter from risk, including from
infectious diseases. Sta are to be diligent in observing visible symptoms of infections/diseases and asking
questions to identify whether individuals may have infections or other communicable diseases.
Sta are to err on the side of caution if a person’s condition is questionable and take preventative actions. Where
serious infection or communicable disease is suspected, sta are to immediately refer the individual to medical
services. Where the infection/disease is determined to be a reduced risk, sta are to provide clear instructions to
the individual about any restrictions that may be temporarily implemented to reduce the spread of disease (e.g.
u, colds).
At no point is sta to put any individual (including employees) at risk by placing a person with an infection or
communicable disease in the Safe Stay Shelter without direction from a trained medical professional. Sta are to
exercise extreme caution and err on the side of protection where a person has a severely compromised immune
system (e.g. persons living with HIV/AIDS). Sta are to make sure that all symptoms and actions are clearly
documented and communicated to medical professionals.
Procedure to reduce/eliminate risk from infections and infectious diseases
1. All sta are to wash hands frequently. Appropriate reminder signs are to be posted in kitchens,
washrooms and other areas deemed appropriate.
2. Where more than two people have cold/u symptoms within a 48 hour period, the Manager is to be
informed.
3. Where any serious risk of infection/disease is identied or suspected, and it cannot be assessed by
a medical professional immediately, isolate the individual including, as appropriate, their eating
utensils. Where this is impractical (e.g. Drop In), temporary restriction from the service may be
required.
4. At the earliest possible time, have the individual assessed by a trained medical professional and
request the medical personnel provide an appropriate medical plan within the context of the
shelter services.
5. When an individual is referred to Safe Stay Shelter, ask questions regarding the person’s exposure
to communicable disease/infection and their condition.
6. Be alert to any emerging signs or symptoms of illness, such as diarrhoea, fever, general malaise,
excessive tiredness, changes in behaviour, etc.
SAMPLE POLICY & PROCEDURE
Sample Policies & Procedures | 42 | for Emergency Shelters
Approved: Approved by: Policy No:
7. If symptoms are noted, refer at once to medical services. Notify the Manager and maintenance
sta and ensure detailed documentation to ensure that future shifts become aware and continue
observing the situation.
8. Communication is the key to prevention and timely management of these challenges. Make sure
that all appropriate parties are aware of the situation and that all actions are clearly documented.
Ensure that condentiality and privacy are respected.
Procedure for an Outbreak
1. Notify clients and post signs.
2. Extra hand sanitizer will be left at the front desk to ensure an adequate supply is available to
everyone.
3. The following contact surfaces are to be cleaned with bleach and water (three tablespoons to one
litre of water (1:45 strength). Gross contamination may require a bleach solution of 1:10 strength,
including:
•
All door knobs
•
Phone key pads and mouth pieces
•
Toilet seats and ush handles
•
All taps and areas around sinks
•
Beverage container taps and condiments or food containers
4. Where an outbreak is declared by a medical professional, the Manager may authorize additional
cleaning sta to intensify the cleaning regime. Sta should consider wearing a mask when cleaning
to avoid the inhalation of contaminants.
5. Cleaning is to be done as often as possible especially during times when people are using common
areas.
6. All clients and sta are to wash their hands before eating.
7. Sta may need to have extra uids available for ill clients.
8. Dining areas are to be cleaned between sittings with a bleach solution; consider closing the dining
area between meals.
9. Screen kitchen sta and volunteers before allowing them in the kitchen.
10. Deliver food to clients if a quarantine is established.
11. Monitor/coordinate movement of individuals in and out of quarantine areas.
12. Keep up-to-date records of individuals who present with symptoms using illness tracking form and
quarantined persons sheet.
13. Designate and apply signage to “sick” washroom. Where this is not possible, sta will need to clean
as often as possible, or have client report usage for cleaning.
14. Document and discuss the situation at each shift and update the Manager.
15. Email other community facilities with updates and information.
Sample Policies & Procedures | 43 | for Emergency Shelters
SAMPLE POLICY & PROCEDURE
SAFE STAY SHELTER
Pest Control Policy and Procedure
Policy
The Safe Stay Shelter Society is committed to maintaining a pest free environment in the shelter. All sta receive
appropriate training for the identication of common pests as well as prevention and control measures.
In the event that pests are reported, the following control procedures will be initiated as promptly as possible.
Other service and shelter providers in the community will be notied of serious outbreaks.
Procedure
Lice
Lice are small insects that feed on human blood and lay their eggs on body hairs, or on clothing bres.
Bites cause a mild irritation and a purplish spot.
To control the spread of lice, clients should be encouraged not to share hats, helmets, brushes, combs,
towels and linens etc.
•
When lice are detected on a client, remove all items of clothing and bedding and wash separately in
hot water and dry in a hot dryer.
•
Provide the client with fresh bedding and clean clothing.
•
Treat with non-prescription shampoo/medication as per directions on the packaging.
•
Clean the client’s room by vacuuming any upholstered furniture, rugs and the oor.
•
24 hours later repeat actions.
•
Notify other shelter sta.
Scabies
Scabies is a skin condition caused by microscopic mites that burrow under the skin causing itchiness
and inammation.
•
When scabies are detected on a client, remove all items of clothing and bedding and wash
separately in hot water and dry in a hot dryer.
•
Provide the client with fresh bedding and clean clothing.
•
Treat with non-prescription shampoo/medication as per directions on the packaging.
•
Occasionally antibiotics may be prescribed if there is secondary infection.
•
24 hours later repeat actions.
•
Notify other shelter sta.
SAMPLE POLICY & PROCEDURE
Sample Policies & Procedures | 44 | for Emergency Shelters
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Bed Bugs
Bed bugs are parasitic reddish-brown, oval, attened insects about a quarter of an inch long that feed
on human blood. Their bites produce itchy bumps.
When bed bugs are detected in the Shelter the following procedure is to be followed:
•
Immediately contact a licensed Pest Control Company to eradicate the bed bugs.
•
Follow the Pest Control Company’s instructions for how to prepare the shelter for bedbug
treatment.
•
Ensure the Pest Control Company treats all crevices, baseboards, window sills, bed frames,
mattresses, box springs, furniture and closets. Garbage storage rooms, hallways, laundry rooms and
common rooms should also be treated.
•
Bed bug infested materials designated for disposal should not be removed from the shelter until
after being treated by the Pest Control Company.
•
Clothes and linens to be laundered may be removed in sealed plastic bags and washed in hot water
and dried on the hottest setting of the dryer.
•
Small non washable items are to be put in a freezer for a period of 48 hours to kill eggs.
•
All discarded clothing or other materials should be enclosed in plastic bags and marked “bed bug
infested” for disposal.
•
All vacuumed refuse in bed bug infested rooms should be double bagged in plastic bags and given
to the pest control company for appropriate treatment and disposal.
•
All furniture and mattresses for disposal should be treated and if possible labelled as bed bug
infested before placing in a dumpster. Such materials should not be recycled or allowed to be
picked up from the sidewalk or dumpster.
•
Continue Pest control treatments every two weeks until there are no new signs of bed bugs
(minimum two treatments).
Sample Policies & Procedures | 45 | for Emergency Shelters
SAMPLE POLICY & PROCEDURE
Workplace Safety
e ESP Framework provides the following direction on the required
policies and procedures:
SECTION 10 FACILITY GUIDELINES
10.2 Building Security Measures
•
Shelters must have written procedures for ensuring the safety and
security of staff working in the shelter. If at any time staff must work
alone, appropriate safety and security measures must be in place.
Procedures must be in accordance with current Occupational Health
and Safety Regulations.
SECTION 11.3 POLICIES AND PROCEDURES
•
Emergency shelter providers must establish written policies and
procedures that address workplace safety including requirements that the
use of hazardous cleaning materials be in accordance with Workplace
Hazardous Materials Information System (WHMIS) guidelines (http://
www2.worksafebc.com) and requirements for staff safety including staff
working alone.
In this section, the following examples are presented:
•
Workplace Safety – Housekeeping, Hygiene & Hazardous Materials Policy
and Procedure
•
Working Alone Policy and Procedure
Sample Policies & Procedures | 46 | for Emergency Shelters
SAFE STAY SHELTER
Workplace Safety – Housekeeping, Hygiene &
Hazardous Materials Policy and Procedure
Policy
The Safe Stay Shelter understands the importance of maintaining hygienic, sanitary environments for the
well-being of clients and sta. The Shelter maintains a consistent and high standard of housekeeping. Sta are
provided with WHIMS training and education for any hazardous materials they may come into contact with
when carrying out their assigned work tasks.
Procedure
The Shelter maintains written, standardized housekeeping procedures, trains employees in them, and
monitors their implementation and eectiveness. Client participation in housekeeping tasks follows
the Shelter guidelines.
Program supervisors are responsible for ensuring household tasks are assigned and completed.
Particular attention is paid to the primary sources of household biohazards, kitchens and bathrooms.
Programs take steps to prevent the spread of infection in bathrooms, bedding, and food.
To prevent cross-contamination, clients are required to store personal toiletries in their bedrooms
when not in use. Clients are assigned a set of linens at intake for their use while in the shelter. The
client is responsible for washing their linens. At discharge, linens are laundered by an employee in hot
water with bleach.
Hazardous Material
All hazardous materials (household cleaners, solvents, etc.) must be stored in a designated locked and
secured location. All highly ammable or combustible materials are stored separate from the shelter
and programming area and are kept in a locked and ventilated space such as an outside shed.
Flammable or combustible materials may not be stored longer than one year. Upon opening the
container, sta will clearly mark the discard date on the container. Disposal takes place at a legally
recognized depot site.
Sta are trained in the reading of WHIMS labels and Material Safety Data Sheets for safely using the
hazardous material and responding to a spill, release, re or poisoning. on any hazardous material
found at the shelter.
An up-to-date inventory of hazardous materials (as dened by WHIMS) kept at the shelter is
maintained. The hazards of the controlled products are identied and evaluated on an ongoing basis.
Whenever possible, less hazardous materials will be substituted. Procedures for using hazardous
materials will be developed. Protective equipment and clothing will be provided as required.
Sample Policies & Procedures | 47 | for Emergency Shelters
SAMPLE POLICY & PROCEDURE
Approved: Approved by: Policy No:
Basic instruction and emergency procedures for dealing with hazardous materials will be provided to
sta and/or updated when new products are received or new hazard information becomes available.
Poison Control
The phone number for the local Poison Control Centre is posted in a central location and is included
in the front of the Emergency/Fire Safety Plan. Current information on poison control is also circulated
regularly to sta.
SAMPLE POLICY & PROCEDURE
Sample Policies & Procedures | 48 | for Emergency Shelters
SAFE STAY SHELTER
Working Alone Policy and Procedure
Policy
All shifts will have two sta on duty. Maintaining the safety and security of clients and sta is paramount at the
Safe Stay Shelter. The Shelter Manager will ensure that sta do not work alone; however, in the event that a set
of circumstances leads to a sta person working alone the following procedure will be used.
Procedure
When a sta person is working alone, especially during late night hours, the following procedures will
be implemented:
1. A second sta person, shelter manager or the Society’s Executive Director must check in with the
sta person working alone, three times during the shift (beginning, mid-shift and at the end of the
shift).
2. The sta person working alone will wear a personal emergency call device on a lanyard around the
neck and use to call for help in the event of a personal security or emergency issue.
3. This procedure will be reviewed with sta on an annual basis to incorporate any required revisions.
Sample Policies & Procedures | 49 | for Emergency Shelters
SAMPLE POLICY & PROCEDURE
Approved: Approved by: Policy No:
Sample Policies & Procedures | 50 | for Emergency Shelters
Employment
e ESP Framework provides the following direction on the required
policies and procedures:
SECTION 7.3 STAFF AND VOLUNTEERS
Emergency shelters are expected to have policies on staffing models,
remuneration, relevant experience and competencies, as well as training
objectives and requirements. It is recognized that among service providers
some staff are represented by unions and others are not.
Due to the wide range of potential employment related policies in
unionized and non-union environments, examples of such policies are not
currently included in this document.
SECTION 8.3 HEALTH AND SAFETY
STAFFING LEVELS AND TRAINING
Emergency shelter providers are expected to have policies on staffing
ratios, remuneration, and training.
In this section the following examples are presented:
•
Sta Training Policy and Procedure
SAFE STAY SHELTER
Sta Training Policy and Procedure
Policy
The Safe Stay Shelter Society provides or arranges for a sta training and development program that enhances
employee skills and abilities to ensure employees are qualied to fulll their job responsibilities and to promote
awareness and sensitivity to cultural backgrounds and needs.
Procedure
•
The Society maintains a Sta Development Fund for the training and development needs of regular
employees.
•
Training is provided on an ongoing basis through direct monthly supervision and through bi-
monthly training events sta are required to attend.
•
The Society documents attendance at the required training. No exemptions are granted. If an
employee is unable to attend the training, s/he will be scheduled for the next available opportunity.
The Society keeps a record of pre-Society employment training and in-service training (documents
of attendance and completion) in employee personnel les.
•
The Shelter Manager is responsible for ensuring that employees have appropriate and current
training in all required areas (health and safety, policies and procedures, universal precautions, rst
aid, and non-violent communication).
•
Annually in their Program Annual Reports, the Manager evaluates the Shelter’s training
requirements.
New Employees
•
All new employees complete sta orientation within their rst two months of employment. All
other required training must be completed within the rst year of employment.
•
Training that an employee is directed to take by her/his immediate supervisor or that is required
by the Society (e.g. First Aid) is funded by the Society, including the cost of the employee’s wages
and any relief coverage necessary. The Manager must clearly identify all applications for funds for
directed training.
Sample Policies & Procedures | 51 | for Emergency Shelters
SAMPLE POLICY & PROCEDURE
Approved: Approved by: Policy No:
Sample Policies & Procedures | 52 | for Emergency Shelters
Building Maintenance
e ESP Framework provides the following direction on the required
policies and procedures:
SECTION 11.3 POLICIES AND PROCEDURES
Emergency shelter providers must establish policies and procedures to
include building maintenance;
In this section the following example is presented:
•
Building Maintenance Policy and Procedure
SAFE STAY SHELTER
Building Maintenance Policy and Procedure
Policy
The Safe Stay Shelter Society takes all necessary steps to keep its property and premises well maintained and in a
state of good repair. It complies with all legal requirements and acts promptly when repairs are necessary.
Procedure
The Shelter Supervisor, or designate, is responsible for property upkeep and maintenance, including:
•
Maintaining facility safety and security;
•
Conducting monthly Shelter Manager’s inspections using the Shelter Manager’s Monthly Inspection
Checklist and sending completed inspection reports to the Health and Safety Committee;
•
Conducting a nightly site tour, a perimeter/security check that includes checking motion detector
lights and visually inspecting the re alarm system;
•
Conducting required preventive work site maintenance, and keeping records of maintenance work
performed and inventory (including equipment and tools);
•
Ensuring all required current business licenses are maintained;
•
Keeping copies of all building keys and a list of security codes used in the facility; and,
•
Regularly maintaining vehicles as required.
Repairs & renovations
•
Emergencies, hazards, and critical health issues must be addressed immediately, more routine work
must be addressed within one week.
•
Regular maintenance is allowed for in the annual budget and must be completed as quickly after
the damage is noticed as possible.
•
Repairs and renovations in excess of $1,000 must be referred to the Executive Director.
•
For work over $500 three estimates must be solicited.
•
Sta are required to report any damage or loss of property to the Shelter Manager.
Sample Policies & Procedures | 53 | for Emergency Shelters
SAMPLE POLICY & PROCEDURE
Approved: Approved by: Policy No:
Sample Policies & Procedures | 54 | for Emergency Shelters
Miscellaneous
If relevant, the following policies should be developed:
•
Storage of clients’ personal belongings and money (Section 11.3)
•
Handling of client medication including storage, the provision (or
withholding) of assistance with medication, and the disposal of
medication. (Section 11.3)
•
Child-minding (section 11.3)
In this section the following examples are presented:
•
Handling Client’s Money Policy and Procedure
•
Medication Policy and Procedure
Sample Policies & Procedures | 55 | for Emergency Shelters
SAMPLE POLICY & PROCEDURE
Approved: Approved by: Policy No:
SAFE STAY SHELTER
Handling Client’s Money Policy and Procedure
Policy
While staying at the Safe Stay Shelter, clients may want to keep their money or valuables in a secure location. To
avoid theft and any resulting conict, shelter sta should urge clients to lock up anything of value.
Procedure
Clients may have their money locked up in the shelter’s safe, located in the downstairs administrative
oce. As only administrative sta have access to the safe, clients will only be able to access their
money during business hours, Monday – Friday from 8:30 am to 4:30 pm. In addition, shelter workers
should only accept cash from a client during these hours.
•
If the Shelter Manager is on site, give the client an envelope to store his/her money.
•
Have the client record his/her name and balance on the envelope, both the Shelter Manager and
client will initial to indicate the balance is correct.
•
Notify the Shelter Manager when a client would like to access his/her money.
•
The Manager will give the envelope to the client.
•
The Manager and the client will record the new balance on the envelope and both will initial the
new balance.
SAFE STAY SHELTER
Medication Policy & Procedure
Policy
This policy outlines the guidelines for self-administration of prescription medications for clients of the shelter.
The shelter has a responsibility to keep all prescription drugs that are prescribed to clients in a locked cabinet.
These medications should only be made available to the client to whom they are prescribed. Clients are
responsible to administer their own medications. The following procedure is intended to provide a safe and
consistent approach to medication storage and distribution to clients.
Procedure
Medications are the property of the client and therefore the administration of the medication is the
responsibility of the client.
•
Medications will be in either a vial or dosette format, properly labelled with the client’s name,
pharmacy, and physician.
•
Each client’s medication will be stored in an individual labelled bin within a locked cupboard/
drawer in the front oce.
•
There will be access to a refrigerator for storage of medications that require refrigeration.
•
Medications for a shelter client will be returned to the pharmacy marked “for disposal” when a
client has not booked in to the shelter for a period of one week, and has not returned for their
medications.
•
If sta or client notices errors to the dosette, return dosette to pharmacy immediately.
•
Vials of multiple mixed pills will be accepted for storage until the pharmacy can be contacted for
proper dispensing and packaging of medications. The mixed pills will be returned to the pharmacy
for proper disposal.
•
Sta are not responsible for ensuring clients’ adherence to the medication regimen. However, good
judgment and common sense should be used and the Shelter Manager notied if a client has not
been taking their medication or taking too much or too little of their medication.
SAMPLE POLICY & PROCEDURE
Sample Policies & Procedures | 56 | for Emergency Shelters
Approved: Approved by: Policy No:
Client Guidelines for Self Administration:
•
The client will administer the medication according to the time, route and frequency of the
prescription.
•
The client is entitled to take a day’s worth of medication. You may put the day’s dose in an envelope
and label with clients name, date, and medication.
•
Clients may be permitted to keep the following medications on their person while residing in the
shelter, providing fellow client safety is not compromised and medications are properly labelled:
2 Nitro-glycerine spray/tablets
2 Epi-pen
2 Skin creams
2 Inhalers
Sta Guidelines for Self Administration:
•
Sta will provide the client with any materials required to self administer medications, and if
required, a private place to administer medications.
•
Sta are expected to either add a pharmacy-printed medication administration record (MAR) to the
medication binder when a client books into the shelter or, if this is not available, to create a MAR
using the “medication administration record” form.
•
The MAR requests that sta ask clients for their physician name, pharmacy, and allergies.
•
Initial that medications have been taken.
•
A signature sheet will be kept current with new sta who initial for medication.
•
MAR sheets and medication administration records must be kept for one month before being
properly destroyed.
Sample Policies & Procedures | 57 | for Emergency Shelters
SAMPLE POLICY & PROCEDURE
Sample Policies & Procedures | 58 | for Emergency Shelters
References
Information in this document has been compiled using information such
as existing policies and procedures, websites and client brochures from the
following organizations:
•
Active Support Against Poverty Housing Society
•
Atira Women’s Resource Society
•
BC Housing
•
Charity Village website
•
Elizabeth Fry Society of Greater Vancouver
•
Homeless Individuals and Families Initiative (Shelter Policy Manual)
•
Human Services Agency, Department of Human Services and Department of
Aging and Adult Services, City and County of San Francisco
•
Hyland House Shelter
•
Lookout Emergency Aid Society
•
Ottawa Inner City Health
•
Pacica Housing Services
•
Rain City Housing
•
St. James Community Service Society
•
Stepping Stones for Success Short Term Accommodation Program
•
WorkSafeBC
Information provided as public service only — disclaimer of warranty and liability
The information and documents in this publication are provided by the BC Housing Management
Commission (BC Housing) solely as a public service. Any persons or business entities using any of
the information or documents provided in this document do so at their own risk. This document
and all of the information and documents contained therein are provided “as is” without warranty,
whether express or implied, of any kind. All implied warranties, including without limitation,
implied warranties of merchantability, tness for a particular purpose and non- infringement are
expressly disclaimed.
Under no circumstances will BC Housing be liable in any manner whatsoever to any person or
business entity who uses in any way the documents or information from this document or from
any other documents or web sites to which this document refers, for any direct, indirect, special,
incidental, consequential, or other damages including without limitation, lost prots, business
interruption, or loss of programs.
This publication is
produced by British
Columbia Housing
Management Commission
© Copyright 2009 by British
Columbia Housing Management
Commission. BC Housing
grants permission to non-prot
societies to use and adapt the
contents of this document for
non-commercial purposes. All
other uses must be approved in
writing by the British Columbia
Housing Management
Commission.
Acknowledgements
BC Housing acknowledges
the support of the non-prot
agencies who deliver emergency
shelter services in British
Columbia, many of whom
submitted their current policies
so that BC Housing could learn
from existing best practices.
Michelle Ninow at Michelle
Ninow Consulting guided the
development of the initial draft
of this document. It has since
been further developed and
revised by BC Housing.
