Out of the Cold Halifax
Policies and Procedures Manual
10/1/2016
Emergency Winter Shelter
Introduction
Contact Information
Coordinators
Evening staff members
Overnight staff members
On-call committee members
Shelter Guidelines
Definitions
Shelter Policy
Accessing the Shelter
Open Hours
Holding Beds
Leaving Shelter/Church Property
Door Traffic
Guest List
Capacity and Drop-ins
Drop-Ins
Conditions for Drop-Ins
Severe Weather
Behaviour at OTCS
Intoxication
Destruction of Property
Sexualized Behaviour
If the Guidelines are Violated
Discharging Guests
Belongings of Guests
Brown Bags & Privacy
Medications
Privacy Guidelines
Responsibilities of Guests
Disposal Policy
Brown Bag Intake
Bus tickets and Taxi Chits
Guidelines for Distributing
Confidentiality
Inclusion & Reduced Barriers at OTCS
Transinclusion
Minimum Staff
Pets
Phones & Musical Devices
Cell Phones
Landline Phone
Musical Devices
Police & Out of the Cold
Calling the Police …………………………………………………………………………………………………………………………16
When Police can Enter the Space
Police do not Have the Right to:
Sleeping
Under 16 Years Old
Shelter Procedures
Communication Log
Environmental Sensitivities
Kitchen / Food
Food Distribution Guidelines:
Lighting
Movies
Needle Stick Injury
Spill Kit
Volunteering
Becoming a Volunteer
Canceling Shifts
Consistency
Personal Boundaries
Shelter Tasks & Timeline
Shelter Set-up (8:00 pm – 9:00 pm)
Shelter Opens (9:00 pm – 10:00 pm)
Lights Off /Quiet Time(10:00 pm)
Shift Change (11:00 pm – 11:30 pm)
Overnight (11:00 pm – 6:00 am)
Shift Change (6:00 am – 6:30 am)
Morning (6:30 am – 8:00 am)
Take Down (8:00 am – 8:30 am)
De-brief (8:15 am – 8:30 am)
Weekend Procedure
Role of On-Call
Disposal Policy
Alcohol
Electronics & cell-phones
Government issued documents or cards
Illegal substances and weapons
Keys
Medications
Personal documents
Sharps
Tools
Exceptions
Introduction
Updated: October 1, 2016
Out of the Cold Halifax (OTC) is a last resort, emergency winter shelter that is based on the principles of harm reduction. The shelter operates as a volunteer-run facility to serve adults and youth (16 and up), of all genders including transgender people, couples, people with pets, and others who cannot access other local shelters. As a last resort shelter, access is determined by inability to access other shelter options and adherence to guidelines that maintain the safety of everyone in the space. This year OTC will have up to 15 beds, based on the principle of last resort. In order to access a referral bed, guests must be referred either externally from community partners or internally after all other shelter options have been exhausted.
This year we have shifted our focus away from exclusively providing emergency shelter, and toward a more deliberate provision of shelter while providing resources for community-building. OTC will provide community programming in the shelter space.In collaboration with community partners, and taking direction from guests’ needs and interests, we will offer regular programming in the space for guests. Our aim is to support guests in feeling that they belong to and are engaged in the community.
OTC is a program of Saint Matthew’s United Church and is operated by the Out of the Cold Organizing Committee, and supported by a coalition of service providers, community groups, and faith based organizations.
OTC is open this year from December 1, 2016to April 30, 2017. The shelter is open to guests from 8:30 pm to 8:00 am.
OTC / St. Matthew’s Church is a scent-free and a peanut-free environment.
OTC Address:OTCMailing Address:
Out of the Cold ShelterOut of the Cold Shelter
St. Matthew’s Church PO Box 36180
1479 Barrington St5675 Spring Garden Rd
Halifax NS, B3J 1Z2Halifax NS, B3J 1G0
Out of the Cold Policy & Procedures Manual Page 1
Online:
Twitter: @OTCShfx
Contact:
Office: 902-429-6518 (cell: 902-210-0952)
Volunteer Coordinator: 902-210-6657
Out of the Cold Policy & Procedures Manual Page 1
These policies and procedures are to provide consistency and safety for both staff and guests. The policies are not intended to exclude people or create unnecessary bureaucracy, but to ensure safety and the continued operation of the shelter throughout the season and to create a welcoming environment. This manual is divided between policies and procedures but there may be some cross over between procedures and policy.
Out of the Cold Policy & Procedures Manual Page 1
Contact Information
Contacts
OTC main office line (902)429-6518
Volunteer inquiries:r call (902) 210-6657
All other inquiries: r call(902)429-6518, (902) 210-0952
Shelter & Community Programming Guidelines
•You must be 16 years or older to access.
•Please respect other people, their belongings and space.
•Racist, homophobic, transphobic, sexist, threatening, and other disrespectful language or behavior is not tolerated. The shelter is a trans-inclusive space.
• Violence, threats, or harassment of any kind will not be tolerated.
•No close physical contact or sexual activity.
•If we find or have reason to believe that you have alcohol, weapons, drugs (including medication), inhalants, and/or needles on your person after intake, or that you’ve consumed drugs or alcohol on the property, you risk losing access to the shelter and community programming.
• Your belongings are your responsibility. OTCS is not responsible for them.
These guidelines apply to all of church property, including outside. If you choose not to respect these guidelines you may be asked to leave.
Shelter Only Guidelines
The philosophy of the Out of the Cold Shelter is to be a safe place for those without other shelter options for the night. The shelter is open until 8 am.
• Any belongings not identified as storage are considered abandoned and will be thrown out.
•Beds are held until 11pm after completing an intake. Beds are not held after 11pm and if you are not on property you will lose your bed. Beds must be made immediately after intake.
Attn: some policies may change during Severe Weather. See Severe Weather Policy for details.
These guidelines apply to all of church property, including outside. If you choose not to respect these guidelines you may be asked to leave.
In the shelter space, please:
- Only staff can answer the door and let people in
- Don’t prop open the door
- Please be conscious of your time in the washroom
- Only one person per washroom
- After 11 pm -No cell phones, food, or drink in the sleeping room
- You will lose your bed if you are not visibly on church property after 11pm
Definitions
The shelter is staffed by volunteers, who are supported by “consistent” staff members and the on-call team.
Volunteers: The people who volunteer their time to help make the shelter operate and arereferred to as “staff.”
“Consistent” staff: The few people who are paid, and work with the on-call committee to support volunteers and provideconsistency in the shelter. While the duties and responsibilities of all staff at the shelter are the same, consistent-staff provide orientation to new volunteers and may delegate tasks throughout each shift.
Guests: The people who access OTCS for shelter or other resources.
On-call committee member: The people who volunteer to sit on the on-call committee to organize the logistics of the shelter. An on-call committee member is scheduled for each day that the shelter is open and is present in the shelter for the evening shift and supports staff by phone for the rest of the night/morning.
On-call members have experience with shelter work and are capable of responding to crisis situations. Volunteers may contact the on-call person at any time to help problem-solve or get advice for any situation. The on-call person may come to the shelter to assist if necessary. On-call members are available to volunteers to debrief after particularly challenging nights. If you ever need to talk about something that occurred during one of your shifts please contact your on-call person from that night. Contact information will be provided in your shift reminder emails.
Referral Bed: A bed where the guest has been referred from one of our Community Partners (another shelter, MOSH, Hospital, Jail etc.) or the Out of the Cold on-call and staff team. Referral beds will only go to guests who have no other places to stay and will be reviewed by the on-call and staff team.
Emergency Bed: An emergency bed is a bed given to guests who arrive at the shelter and have no other shelter options for the night. Referral beds that are not taken may turn into emergency beds if they are required.
Shelter Policy
Accessing the Shelter
The accessibility of the shelter is determined by how many beds are open and the environmental dynamics. If there is an open referral bed by 11pm it will turn into an emergency bed. However there are conditions (beyond behavior, etc.) that need to be applied. An intake is necessary for anyone accessing the shelter (guest, drop-in, or re-access). Also each guest must place any belongings that are not permitted in the shelter in a brown bag that is locked up and given back when the guest leaves the shelter.
Open Hours
The shelter’s open hours (for guests) are 8:30pm to 8:00am. It is important that these times are held firm and we cannot allow guests in early or to stay/stay late.There are no cut-off times for entrance; only the availability of beds and team consensus on the number of drop-ins determines the number of people who can access the shelter (please see Severe Weather policy and Drop-In policy).
Holding Beds
After completing an intake, a guest’s bed will be held until 11:00pm. On their first night staying at the shelter, we ask that referred guests arrive by 8:30 pm to do initial intake. On subsequent nights we ask that they are on property by 11:00 pm. Beds are not held after 11:00pm and any unclaimed beds (guests who haven’t returned by 11:00pm) are open to others seeking shelter (please see Referralpolicy).
Leaving Shelter/Church Property
If a guest wants to leave shelter/church property after 11:00pm they must take all personal belongings with them and their bed will not be held. If guests who are staying at OTC want to access their brown bag, (other than for medication) they must give up their bed and take all of their belongings with them and leave shelter/church property. If drop-ins wish to access their brown bag, they must take their belongings and brown bag. They are welcome to come back to finish their 1 hour drop in or join into the community activity.People are welcome to come back to the shelter at any time as long as there is anemergency bed available, but the person must do another intake.
Storage policy: Referral guests are able to store belongings in designated locked spaces in the shelter (office, cot room) for the duration of their referral. Guests are asked to label their belongings and are reminded that OTC is not responsible for any lost or stolen items. Any items falling under the Brown Bag policy should be stored as per that policy. Guests are not be able to access their belongings during the day and should be verbally reminded to take anything they may need during the day with them.
Door Traffic
- The door to the shelter is locked at all times and cannot be propped open.
- Guests can step outside (for a smoke, conversation, air, etc.) so long as they remain on shelter/church property.
- Guests are encouraged to inform staff when they are going outside or leaving the property.
- Only a staff person can open the door or admit people into the shelter when someone knocks. Staff should check the peephole first.
- Please do not let any new people into the building without asking what they are here for. This includes volunteers, guests, drop-ins, and especially police (please see Policepolicy).
- If the shelter is at capacity, the team needs to have consensus before letting any additional guests/drop-ins to the shelter (please see Drop-In policy).
Capacity and Drop-ins
Capacity at OTCis up to 15 beds and the number of guests that is comfortable for the team for the community activity and drop-ins. At any point in the night, anyone who does not have a bed for the night is considered a drop-in. Sometimes we will have drop-ins even when we are not at capacity because someone might need OTC services other than a bed.
Drop-Ins
OTC is an emergency last resort shelter; when possible please encourage guests to seek other safe places of shelter. Drop-ins are permitted into the space during the evening from 8:30 pm to 11:00 pm, and from 11:30 pm to 7:00 am for a maximum of two hours at a time.Drop-ins can be asked to leave at any point if stafffeel that it is necessary for the safety of the space.
**When drop-ins are allowed in the space during the overnight, it must be a decision made by ALL staff on shift – do not allow an extra person into the space before checking in with EVERY PERSON on shift with you. Sometimes the shelter space is too high energy to be safe with extra people in the space and it is better to serve the person at the door – this is something each team will have to determine (on-call is available by phone to assist with this decision if needed, if not present).
Conditions for Drop-Ins
- There is consensus of all staff, determining how many people can enter and how long they can stay.
- Drop-ins can access the space between 8:30 pm to 11:00 pm and between 11:30pm and 7:00 am. No drop in between 11:00 pm and 11:30 pm unless there is severe weather.
- Drop-ins must complete an intake, have access to brown bag storage, and be read the guidelines.
- Drop-ins can remain in the space for the duration of evening drop-in time and for two hours overnightas long as staff iscomfortable with shelter dynamics.
- Staff can use discretion as to when to ask drop-ins to leave.
- Drop-ins are restricted to the hang-out room and washroomsbetween 11:30 pm and 7:00 am. Drop-ins cannot enter the sleeping room.
- Drop-ins are not to be given blankets or pillows. Blankets and pillows are not permitted to leave the sleeping room.
Please note:
Metro Turning Point makes beds available if they have not been claimed by midnight.
Phoenix may have beds available after 10:00 pm on weekdays and 11:00 pm on weekends due to their curfew.
Salvation Army does not do referrals after 9:00pm or intakes after 11:00pm but may in an emergency.
Severe Weather
OTC has a severe weather policy in place to try to keep as many people off the street during inclement or very cold weather. This is triggered by either a storm (rain or snow) or -10°C with wind-chill weather but can be a case-by-case on-call decision before the shelter opens. Changes to operations may include:
- Staff can make the decision to open the shelter before 8:30 pm if the space is ready.
- Drop-ins can come at any time during the evening, night, or morning shift and stay in the hang-out room for as long as necessary – however, this is contingent on a calm space.
- Drop-ins must follow the Conditions for Drop-Ins and do not have access to a bed (unless one becomes available) and cannot use the couches in the hang out room as such.
- In extreme cases when all Metro Transit and taxis are off the roads, OTC will be considered last resort for all guests in the space. Because guests would be unable to safely make it to another shelter bed, available beds can be offered to drop-ins.
Behavior at OTC
Non-admittance or being discharged from the shelter is behavior-based. Any actions that put other individuals or staff at risk of harm are not tolerated and that person can be asked to leave. Police are called if the individual refuses to leave. Volunteers can receive Non-Violent Crisis Intervention training in order to de-escalate situations of conflict. OTC has a working relationship with the police in order to work with them in these situations. Staff wear personal alarm systems (“panic buttons”) that can alert police in case of emergency.
Intoxication
During the intake conversation, staff assesses if a guest is intoxicated.Consistent with our low-barrier philosophy, guests who are intoxicated will be admitted as long as they:
-can move safely with minimal assistance,
-can communicate with shelter staff, and
-follow the rules expected of all guests.
If staff believes that the person may be a risk to themselves or others, staff may ask if and when the individual used drugs or alcohol. If a guest is significantly intoxicated on a severe weather night and has to be discharged, staff will call Mobile Outreach Street Health before 11:00 pm and ambulance services after 11:00 pm. If the person is a risk to themselves or other people, an ambulance will be called. They cannot be permitted to stay at the shelter until they have been medically cleared.If you are worried about someone who is intoxicated, suggest that they take a bed close to the front so you can keep an eye on them more easily. If you are concerned about the intoxication levels of someone who has gone to sleep, make sure to check on them every twenty minutes.
No one is turned away for intoxication if they do not pose a risk to themselves or others. Non-admittance or discharge from the shelter is behavior based; not because someone is under the influence of drugs or alcohol.
Destruction of Property
If someone commits an act of willful and serious property damage they will be asked to leave. Staff will phone the on-call person. Police may be called and the person may be charged for their actions. St. Matthew’s Church may ban a guest who has committed property damage.