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Out of the Cold HalifaxPolicies and Procedures Manual (Draft)
12/15/2015Emergency Winter Shelter
Introduction.................................................................................................................................................4
Contact Information....................................................................................................................................1
Coordinators............................................................................................................................................1
Evening staff members............................................................................................................................1
Overnight staff members.........................................................................................................................1
On-call committee members...................................................................................................................1
Shelter Guidelines.......................................................................................................................................2
Definitions...................................................................................................................................................4
Shelter Policy...............................................................................................................................................5
Accessing the Shelter...............................................................................................................................5
Open Hours..........................................................................................................................................5
Holding Beds........................................................................................................................................5
Leaving Shelter/Church Property.........................................................................................................5
Door Traffic..........................................................................................................................................5
Capacity and Drop-ins..............................................................................................................................6
Drop-Ins...............................................................................................................................................6
Conditions for Drop-Ins.......................................................................................................................6
Severe Weather.......................................................................................................................................7
Behaviour at OTC.....................................................................................................................................7
Intoxication..........................................................................................................................................7
Destruction of Property.......................................................................................................................8
Sexualized Behaviour...........................................................................................................................8
If the Guidelines are Violated..............................................................................................................8
Discharging Guests..............................................................................................................................8
Belongings of Guests...............................................................................................................................8
Brown Bags & Privacy..............................................................................................................................9
Medications.........................................................................................................................................9
Privacy Guidelines................................................................................................................................9
Responsibilities of Guests..................................................................................................................10
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Disposal Policy...................................................................................................................................10
Brown Bag Intake...............................................................................................................................10
Bus tickets and Taxi Chits.......................................................................................................................11
Guidelines for Distributing.................................................................................................................11
Confidentiality.......................................................................................................................................11
Inclusion & Reduced Barriers at OTC.....................................................................................................12
Trans inclusion...................................................................................................................................12
Minimum Staff.......................................................................................................................................12
Pets........................................................................................................................................................12
Phones & Musical Devices.....................................................................................................................13
Cell Phones........................................................................................................................................13
Landline Phone..................................................................................................................................13
Musical Devices.................................................................................................................................13
Police & Out of the Cold........................................................................................................................13
Calling the Police …………………………………………………………………………………………………………………………16
When Police can Enter the Space......................................................................................................13
Police do not Have the Right to:........................................................................................................14
Sleeping.................................................................................................................................................14
Under 16 Years Old................................................................................................................................14
Shelter Procedures....................................................................................................................................15
Communication Log...............................................................................................................................15
Environmental Sensitivities...................................................................................................................15
Kitchen / Food.......................................................................................................................................15
Food Distribution Guidelines:............................................................................................................15
Lighting..................................................................................................................................................16
Movies...................................................................................................................................................16
Needle Stick Injury.................................................................................................................................16
Spill Kit...................................................................................................................................................17
Volunteering..........................................................................................................................................18
Becoming a Volunteer.......................................................................................................................18
Canceling Shifts..................................................................................................................................18
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Consistency........................................................................................................................................18
Personal Boundaries..........................................................................................................................18
Shelter Tasks & Timeline...........................................................................................................................19
Shelter Set-up (8:00 pm – 9:00 pm).......................................................................................................19
Shelter Opens (9:00 pm – 10:00 pm).....................................................................................................19
Lights Off / Quiet Time (10:00 pm).......................................................................................................20
Shift Change (11:00 pm – 11:30 pm).....................................................................................................20
Overnight (11:00 pm – 6:00 am)............................................................................................................21
Shift Change (6:00 am – 6:30 am)..........................................................................................................21
Morning (6:30 am – 8:00 am)................................................................................................................22
Take Down (8:00 am – 8:30 am)...........................................................................................................22
De-brief (8:15 am – 8:30 am).................................................................................................................22
Weekend Procedure..............................................................................................................................23
Role of On-Call...........................................................................................................................................24
Disposal Policy...........................................................................................................................................25
Alcohol...................................................................................................................................................25
Electronics & cell-phones......................................................................................................................25
Government issued documents or cards...............................................................................................25
Illegal substances and weapons.............................................................................................................25
Keys.......................................................................................................................................................25
Medications...........................................................................................................................................25
Personal documents..............................................................................................................................25
Sharps....................................................................................................................................................25
Tools......................................................................................................................................................26
Exceptions.................................................................................................................................................27
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IntroductionUpdated: November 23, 2015
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 6 referral beds and 2 emergency beds. 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, as well as outreach support for those who are in the transition from homelessness to being housed. 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.
Our Outreach Support Team will be a small group of experienced volunteers who will work with and alongside guests in their communities. The program will link OTC volunteers with newly or precariously housed people, with the aim of accompanying them through the transition and working with them to link with and build local supports and resources in their neighborhoods. The Outreach policies are found in a separate manual.
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, 2015 to April 30, 2016. 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: OTC Mailing Address:Out of the Cold Shelter Out of the Cold ShelterSt. Matthew’s Church PO Box 361801479 Barrington St 5675 Spring Garden RdHalifax NS, B3J 1Z2 Halifax NS, B3J 1G0
Online:www.outofthecoldhalifax.orgwww.facebook.com/OTC.HFXTwitter: @OTChfx
Contact: Office: 902-429-6518 (902-580-1479) Volunteer Coordinator: 902-329-1479 Donations: 902-580-1479
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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.
Contact Information
ContactsOTC main office line (902)429-6518Volunteer inquiries: [email protected] or call (902)329-1479Donation inquiries: [email protected] or call (902) 580-1479All other inquiries: [email protected] or call (902)429-6518
CoordinatorsRyan RobsonShelter Coordinator: [email protected] or call (902)580-1479
Jacqueline VincentVolunteer Coordinator: [email protected] or call (902)329-1479
Evening staff membersAnne McGregorLaura Tremaine
Overnight staff membersAlanna StauntonChelsey MoklerCortney Vacheresse
On-call committee membersJeff KarabanowCarol MillerShannon AulenbackVal Marie JohnsonKevin KindredKiki WoodKelly AdamsonChristiane HessianAnnette HuyterDiana GinnRyan Woodford
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Shelter & Community Programming Guidelines
• You must be 16 years or older to access.
• Please respect other people, their belongings and space.
• Racist, homophobic, trans phobic, sexist, threatening, and other disrespectful language or behavior is not tolerated. Out of the Cold Halifax 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) 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. OTC 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 11 pm after completing an intake. Beds are not held after 11 pm 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.
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
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You will lose your bed if you are not visibly on church property after 11 pm
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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 are referred to as “staff.”
“Consistent” staff: The few people who are paid, and work with the on-call committee to support volunteers and provide consistency 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 OTC 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.). The OTC team can also make internal referrals. There are six referral beds available. The Dalhousie Community Social Work Clinic will accept referrals for OTC referral beds Monday- Friday. Referral beds will only go to guests who have no other places to stay. Referral guests can stay up to a maximum of a week, unless extended by the On-call and staff team. If all six referral beds are full and we receive further referrals, the two emergency beds may be re-designated as referral beds for that night, after which the on-call and staff team will determine whether to make an internal referral for those guests for a longer period of time.
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. Two beds are designated as emergency beds.
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Shelter Policy
Accessing the ShelterThe accessibility of the shelter is determined by how many beds are open and inability to access other forms of shelter. 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 HoursThe shelter’s open hours (for guests) are 8:30 pm to 8:00 am. 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 BedsAfter completing an intake, a guest’s bed will be held until 11:00 pm. On their first night staying at the shelter, referred guests must arrive by 8:30 pm to do initial intake. On subsequent nights we ask that they are on property and check in with shelter staff by 11:00 pm. Beds are not held after 11:00 pm and any unclaimed beds (guests who haven’t returned by 11:00 pm) are open to others seeking shelter. Referral guests should be reminded to contact us if they know they will not be using their bed for a night during their referral period. If a referral guest has not come back to OTC for more than 1-2 days, on-call and staff will investigate to see if the referral bed is still needed.
Leaving Shelter/Church PropertyIf 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 an emergency bed available, but the person must do another intake.
Storage Policy: Only for referrals, only accessible during shelter open hours. Cannot store brown bag or prohibited items in locker. Medication is OK. Guests will be verbally reminded to take belongings and that they will NOT have access to it during the day, in addition to signs.
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.
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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 Police policy).
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).
OutreachWe are beginning a new outreach program that links OTC volunteers with newly or precariously housed people, with the aim of accompanying them through the transition and working with them to link with and build local supports and resources in their neighborhoods. Volunteers interested in this program must have previous experience with OTC (or equivalent), and will be required to complete an additional interview and further training.
Capacity and Drop-ins Capacity at OTC of 6 referral beds, 2 emergency beds, and number of guests that is comfortable for the team for the community activity and drop-ins. At any point in the night, anybody above the 8 people who have beds 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-InsOTC is an emergency last resort shelter; please encourage and assist guests to seek other safe places of shelter. Drop-ins are permitted into the space during the evening from 8:30 pm to 10:30 pm, and from 11:30 pm to 7:00 am for a maximum of one hour at a time. Drop in guests can access from 8:30-10:30 pm, and again for one hour between 11:30 pm and 7:00 am. The intent is for people who are engaging in street activities to be able to come back again. Drop-ins can be asked to leave at any point if staff feel 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 during community programming from 9pm to 10pm and regular
drop in between 8:30pm to 10:30pm and between 11:30 pm and 7 am. No drop in between 10:30pm and 11:30pm 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 an hour as long as staff is comfortable with shelter dynamics.
Drop-ins can access the space a maximum of twice throughout the night for 1 hour each time. Staff can use discretion as to when to ask drop-ins to leave.
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Drop-ins are restricted to the hang-out room and washrooms between 11:30 pm and 7 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 midnightPhoenix 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 9:00 pm or intakes after 11:00 pm but may in an emergency.
Severe WeatherOTC 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 (extreme 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 has the capacity to open
as many as 7 extra emergency beds making a total of 15 beds all together.
Behavior at OTCNon-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.
IntoxicationDuring 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
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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 PropertyIf 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.
Disrespectful BehaviorAny sexualized, racist, homophobic or otherwise bigoted behavior by guests in the shelter needs to be directly addressed in the moment and stopped. If a guest masturbates, exposes their genitals or makes sexualized or otherwise disrespectful comments to other guests or staff, please approach them and ask them to stop immediately. If this behavior repeats, the guest may be asked to leave. If you need support, please talk with your team and on-call person (please call your on-call person if you need support during the overnight or morning shift). These behaviors may seem hard to address but it is really important that they are consistently and directly addressed to avoid continued behavior.
If the Guidelines are ViolatedIf someone violates any of the shelter guidelines, staff needs to:
Talk to the person to resolve the situation and communicate that those actions are unacceptable (if possible).
Ask the person to leave if the behavior continues or if the original violation is serious (“serious” will be determined by the staff team and, if needed, on-call).
Call the non-emergency police if the person refuses to leave (phone number is in shelter phone).
Discharging GuestsIf someone is asked to leave OTC for violating the guidelines, the guest is “discharged” and cannot stay at the shelter for at least that night. On the shift that a guest is discharged, OTC staff can provide means to keep that person safe for the night. This could be blankets, food, a gift card, or transportation to get them to another safe space for the night. (If giving out bus or taxi chits, please follow the Bus & Taxi Chit policy.) In most cases the guest may return the next night but if a guest’s behavior is means for an extended discharge (beyond the night of the incident) the OTC on-call committee will review the situation and communicate the decision with staff. When a guest is discharged for multiple days, they cannot be on church property or receive food, blankets or transportation means from OTC. Guests who are discharged for more than one night are recorded in the communication log.
In the case of serious incidents, or at the request of St. Matthew’s Church, a guest may be discharged for the remainder of the season.
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Belongings of Guests Guests must take all of their belongings (including brown bags) with them in the morning or whenever they leave the shelter. If a guest wants an item locked up for the night, it can be stored in a brown bag or on the office shelf, but they generally will not be allowed to access it before they leave the shelter space. Please note that any items not permitted to be on your person at OTC must be stored in a brown bag, not on the office shelf. Ask guests to remove any items they may need throughout the night. Anything left behind is considered abandoned, and disposed of regularly.
Guests should be reminded that OTC is not responsible for their belongings.
We will store the belongings of guests accessing community programming in the office through the duration of the programming.
Brown Bags & PrivacyOut of the Cold respects the privacy of all its guests. We recognize that guests may have items with them which they do not want guests and/or staff to see. In order to provide all guests with a safe, secure and private way of storing these types of items all guests are provided with a brown bag during intake. The contents of this bag are known only to the guest, and should not be made known to staff or other guests. This applies to both guests sleeping at the shelter as well as guests accessing community programming or as a drop-in.
When handling brown bags, please use caution; you do not know what may be inside. To remove brown bags from brown bag drawer, wear gloves and use tongs (hung on side of brown bag cabinet) when lifting the bags.
While in the shelter, guests are not allowed to have the following items on their person: Needles (clean or dirty, packaged or not) Drugs (prescription or otherwise – this includes Tylenol, cough syrup, etc. ) Alcohol Weapons
If staff finds or has reason to believe a guest has any of these items on their person while they’re at the shelter, they will be asked to leave immediately. This information is on the intake forms and shelter guidelines.
MedicationsIf someone needs to take medications while at OTC, they must indicate so at intake. This will be indicated on their intake form and communication log so that proceeding volunteers know that the guest may access their brown bag. Medications will be stored in a separate brown bag (per each guest), marked Rx. The guest must take their medication in front of staff person and then return it to their brown bag to be locked up. Puffers for asthma as well as Epipens should be kept on the person and do not need to be turned in to staff. Staff does NOT assist with medications. If a guest is unsure of what medication to take or what amount of medication to take, please refer them to Mobile Outreach Street Health or the pharmacy.
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Privacy Guidelines Guests are to be given a private space (staff avert their eyes but do not leave room) to place
items in their bag. Bags will be placed in a locked, secure space and kept there until it is returned to its owner upon
leaving the shelter. Brown bags will not be opened by staff under any circumstances while the guest is in the shelter
space. If there are additional items that need to be placed in a brown bag after intake they can be
placed in an additional brown bag rather than opening the first stored bag. Guests will not be searched.
Responsibilities of Guests Guests must keep the contents of their brown bags to themselves. If guests will need access to their brown bag throughout the night for prescription medications
they must make this clear to staff during intake. Medication will be stored in a separate brown bag (for each guest) marked Rx.
With the exception of prescription medications, guests will not have access to their brown bag until they leave the shelter.
Bags will be returned to guests at the door AS they leave the shelter space, and only at that time (e.g. not while they eat breakfast).
Disposal Policy Brown bags are not meant for long-term storage. All guests MUST claim their bags before leaving the shelter. Staff will remind guests in the morning to pick up their brown bags. If guests refuse to take their brown bags upon leaving the shelter, the contents of the bag will
be disposed of by morning consistent staff as soon as possible. Bags left at the shelter will be considered abandoned by their owner. Morning consistent staff will dispose of abandoned brown bags twice weekly. Those disposing
of brown bags must refer to disposal guidelines in log book.
Brown Bag Intake (to be read with each intake – printed on intake form) If we find, or have strong reason to believe, that you have any drugs (including prescription and
over the counter medication), needles, alcohol, or weapons on your person while you are at the shelter, you will be asked to leave for the night.
During intake you are given a brown bag where you can place anything that is important to you or that you do not want to have on your person while you are at the shelter.
We value your privacy, therefore we won't look at what you put in that bag, nor do we want you to tell us what you have put into your bag.
Whatever you put into the bag you will not have access to until the morning, with the exception of medications that you require for your health.
You must take your brown bag with you when you leave the shelter space. Bags left behind are considered abandoned. Abandoned bags are disposed of daily.
Staff will label the bag with guest’s name and the date, staple the bag shut, and put it in the locked cabinet.
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Needle Policy
During intake, guests are asked to dispose of any used needles they may have in their possession in the available sharps containers. Guests are asked to not place any used needles in brown bags. Guests are not permitted to have on their person used or unused needles.
During intake, OTC staff will place bags of 5 clean needles into guest brown bags on request. Clean needles are available to guests regardless of whether or not they have used needles to dispose of. (Needles are provided in a non-judgmental manner)
As with all brown bags (excluding those containing prescription medication), guests will not have access to brown bags containing needles until they leave the shelter. Guests may choose to leave the shelter at any time, taking their belongings with them and giving up their bed.
Information on Mainline Needle Exchange and safer injection practices is available in the shelter office on request. Please direct any guests with questions regarding safer drug use practices and/or looking for supports related to injection drug use and/or crack/cocaine use to Mainline Needle Exchange for further information.
At this time, other drug related paraphernalia is not available at OTC. Please direct guests looking for drug related paraphernalia to Mainline Needle Exchange.
Bus tickets and Taxi ChitsDistribution of taxi chits or bus tickets is a decision to be made by on-call or consistent staff, and on-call or consistent staff will physically distribute taxi chits or bus tickets to guests. Please use the bus ticket and taxi chit log (located in the same envelope as the tickets and chits). When giving out a taxi chit clearly write the destination and “NO STOPS” underneath.
Guidelines for Distributing Bus tickets and taxi chits are to be given out ONLY for transport to other safe places to sleep
(other shelters, family or friend’s houses), the hospital, or for exceptional medical circumstances (e.g. if a guest has a doctor’s appointment that they would be unable to get to by walking, that is, outside of mainland Halifax, or they have an injury or illness that would make it difficult for them to get to their appointment).
We cannot give out tickets or chits for transport to work, appointments, errands, etc. (we wish we could but we do not have the resources). Tickets can be given out in the morning for exceptional medical circumstances.
Taxi chits are to be given out only when buses have stopped running or someone is going to the hospital but does not require an ambulance.
ConfidentialityIf someone calls the shelter or comes to the door looking for someone, do not release any information about whether the person is there or not – simply say “I’m sorry but I cannot confirm or deny who has stayed at OTC,” then ask to take a message, and tell them that if the person is there you will give them the message. This applies to everyone: friends, parents, other shelters, police, etc.
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All names and information provided by individuals accessing the shelter are normally confidential. Any exceptions to this policy will be made according to the decision of consistent staff or on-call. Staff cannot share this information with anyone other than other staff (when information is relevant for up-coming shifts) and the on-call team. Staff can share information for the purposes of shift changes at the shelter and updating the on-call support team through the morning report written by the consistent morning staff person. This kind of information sharing is considered the “day to day” running of the shelter and will not require consent to release information forms from the individuals accessing the shelter.
With verbal permission from the guest, consent forms are not required to refer people to organizations or people that can help during the day. Staff may inform the on-call person of the referral without giving detailed information about the person or their situation. Volunteer staff should not do advocacy work with people accessing the shelter, but instead to refer the person to Mobile Outreach Street Health (MOSH), Navigator Street Outreach, Dalhousie School of Social Work Community Clinic, the on-call team, or any other appropriate services.
Inclusion & Reduced Barriers at OTCOTC strives to be a low barrier, last resort shelter for guests. Some of the ways OTC tries to achieve this are:
Guests are not asked for identification Mental health issues are not an impediment for access so long as the guest does not pose risk to
themselves or others Intoxication is not an impediment for access so long as the guest does not pose risk to
themselves or others Guests are welcome to bring pets Couples of all genders are welcome, however, couples must respect the shelter’s no-touch
policy
Trans InclusionOTC strives to be an inclusive space for all genders. Some of the ways OTC tries to achieve this are:
Guests can self-identify with preferred name, gender, and pronouns and OTC does not ask for identification
The washrooms are single toilet and gender neutral Sleeping room set-up can be arranged in a way that a guest feels the most safe A more private intake can be arranged (rather than two simultaneous intakes in the same room) Transphobic, homophobic, or sexist language is not tolerated in the shelter Our guidelines (announcement, intake, and posters) state that OTC is a trans-inclusive shelter Ongoing education and policy/practices re-evaluation
Minimum StaffThere is always a minimum of two staff people at the shelter at all times. Experienced and less experienced volunteers are scheduled together as often as possible. This ensures confident and capable staffing as well as creates an opportunity to mentor and share skills with new volunteers. OTC also
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ensures that at least one person staffing the shelter has First Aid training. An on-call member is present at the shelter for the first few hours of the evening shift in order to provide guidance and stability.
PetsGuests are allowed to have pets in the shelter space under the following conditions:
Pet owners must sign a “pet contract” the first night they access the shelter with their pet. This contract is reviewed with every subsequent intake.
The pet can only enter and exit with its owner (i.e. a guest cannot ask a friend to take their dog into the shelter).
Pet owners are solely responsible for feeding and cleaning up after their pets and taking them outside for bathroom breaks.
Pets are kept in kennels in the pet room (the cot room) for the entire night. The pet room is generally locked but the owner is allowed to visit the pet to feed, clean up, or visit at the discretion of staff.
Pet owners are not allowed to sleep in the pet room. Guests who are not pet owners are not allowed in the pet room. Service animals will be allowed to stay with guest at all times and allowed in the sleeping room. If pets are causing problems staff may ask the guest to leave.
Phones & Musical Devices
Cell PhonesAll cell phones are to be on silent (not just on vibrate) in the sleeping room. Respectful use of cell phones is allowed in other areas of the shelter (guests can have quiet/appropriate phone conversations elsewhere). If you overhear a phone conversation that is inappropriate for the shelter, please inform the guest they need to stop.
Landline PhoneThe landline phone will be kept in the office cabinet. If a guest requests the use of the phone, staff can set it up in the hang out room. When they are finished with it, the phone is returned to the cabinet. Please ensure guests conversations are appropriate and not breaking the guidelines of the space.
Musical DevicesGuests are permitted to use musical devices (including cell phones) but they must use ear buds or ear phones to listen to personal music, as long as it is not audible to other guests. Guests who play their music in the space should be asked to turn their music off or use ear buds/phones.
Police & Out of the ColdThe population we serve can have a complicated relationship with police. OTC policies recognize that police presence in the shelter can be a necessary reality, but should be limited to situations of necessity. When possible, consistent staff or on-call should deal with the police.
Calling the Police
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Staff may choose to call the police where necessary to remove a guest, to respond to violence, or in other emergency situations. Staff should see the police as a last resort even in these circumstances. However, the safety of the space, staff, and guests is our first concern.
When Police can Enter the SpaceIf police have not been called by staff, there are very limited situations where they have the right to enter the shelter.
If police are called, they have the right to enter and assess the situation to ensure it’s safe. That includes a call from staff, but may also include a response to an alarm, panic button, an accidental 911 call, or even a call from a guest that staff might not know about. If you know that it was an accidental call and everything is safe, explain this to police, but do not impede them if they want to enter.
If they are accompanying paramedics who wish to have the police with them. If they are literally chasing a guest who enters the shelter to escape from them ("hot pursuit").
This is a very rare situation and on call should be contacted; urgent legal advice may be necessary.
If they have a search warrant saying they can search St Matthews Church or Out of the Cold Shelter. This is a very rare situation and on call should be contacted; urgent legal advice may be necessary.
In any situation where the police may be entering the shelter, make an effort to inform guests (without waking anyone up).
Police do not Have the Right to: Obtain any information about guests staying in the shelter, including confirming whether a guest
is or is not in the shelter. Enter the space except in the circumstances above. Enter the space based on an arrest warrant (a warrant which says they can arrest a person but
does not say they have a right to search St Matthews Church or Out Of The Cold shelter.)
Always check with on-call if you are unsure how to deal with a specific police situation.
SleepingGuests are not allowed to lie down and sleep anywhere on church property other than a bed. If a drop-in falls asleep sitting up in the hang out room, they may remain sleeping until they are asked to leave when their 1-hour is up.
Under 16 Years OldAny person under sixteen years old cannot be permitted in the space.
If someone comes to OTC and self-identifies as being younger than 16 years old, OTC has no obligation to report the youth to Children’s Aid Services unless they seem to be in danger. Those discussions can be navigated with open-ended questions, to be done with on-call or consistent staff.
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Ask the youth if you can call Phoenix (shelter for youth aged 16-24 – phone number in shelter phone) to find a space for them to stay and discuss options.
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Shelter Procedures
Communication LogThere is a communication log on the downstairs office laptop where staff must record all notable activities or incidents. Please be clear and concise. For example, do not write “John was acting weird,” but explain the actual situation if you think it is necessary for other staff to know that information. Try to use a few identifying features and make sure to use non-judgmental language and be specific about concerns.
Environmental SensitivitiesDue to allergies and church policy, there should be no peanuts in the space. If we receive a donation of food with peanuts (i.e. granola bars) feel free to give these to guests as they leave in the morning for the day, as they will be opened outside of the shelter space.
The shelter is a scent-free space.
Kitchen / FoodOnly staff is allowed to prepare and serve food to guests. This is to ensure that we know how much food is going out and to maintain hygiene. Please use common sense; keep hygiene and sanitation in mind when serving food – many guests have compromised immune systems and may be more sensitive to contaminated food. Please follow food distribution guidelines (also posted in the kitchen).
Food Distribution Guidelines: Evening staff: date all food that has come in during the day and during your shift. Sandwiches
should be individually wrapped and dated Keep sandwiches, muffins, and other fresh foods on the hall table (rather than the hang out
room table). Put out a limited number of sandwiches/muffins/etc. at a time (ex: 6). This is not meant to limit the amount of sandwiches offered to guests, but to limit how long food sits outside of the fridge. Do not let fresh food, especially those including eggs, tuna, etc. sit outside of the fridge for more than an hour.
Morning staff: hand out bagged lunches one at a time from the fridge rather than placing them all on the table. This is meant to keep the lunches fresh and cold, not to limit the availability of lunches.
Morning staff: please try to put all breads, sweets, and fruit into the fridge when packing up Weekend morning staff: please ensure that there are fifteen meals thawing in the fridge for the
evening (and date the meals!)
Due to food preparation time constraints, dinner can be served as intakes are completed and beds are made to avoid a backlog. Staff can serve drinks / snacks / meals at their availability and discretion.
Dishwasher must be used, on the hottest option possible. Do not hand wash dishes.
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LightingStaff will turn off the lights by 11:00 pm, or earlier if agreed upon by staff members, though no earlier than 10:00 pm. The overhead lights should be turned off in the sleeping room. At this time, lamps are lit in the rooms surrounding the sleeping room (office, cot room, nursery, and Sunday school room) to slightly illuminate the sleeping room throughout the night for safety. In the morning, please follow the ‘wake-up procedures’ posted in the office regarding lighting
The hang out room will always have a light on, either the overhead light or a lamp. The hallways will always have at least one overhead light on (bathroom hallway must be on). Please do not hang blankets over windows to keep the sleeping room dimmer, we need to
ensure clear lines of sight for safety.
MoviesPlease do not let guests play any inappropriate movies at the shelter, including:
Repeated or explicit nudity Drug or heavy alcohol use Severe violence Racist, homophobic, sexist or other hateful language
Sometimes this content is not anticipated but please do your best to avoid having these scenarios on screen. Ways to manage this are:
If the movie is not appropriate, stop it and remove the video from the hang out room (put in office with a note). You can pre-empt this by announcing that the movie is making you uncomfortable/is not appropriate and that you have to turn it off.
These measures are to help keep the space respectful and safe for guests and volunteers.
Needle Stick InjuryA needle stick injury is when someone’s skin is accidentally punctured by a needle. Because of the presence of needles in the shelter’s sharps containers, the occasional inappropriate disposal of needles outside the shelter’s front door, and the potential for encountering needles in other areas of the shelter, the potential for needle stick injuries exists.
To prevent these types of injuries from occurring please wear gloves and be careful and aware when removing linens from the cots in the morning, when disposing of clothing or other items, such as backpacks, that have been left in the shelter and when cleaning the shelter. Do not reach anywhere that you cannot see (e.g., in pockets or under mattresses). If you come across a needle or if a guest informs you of a needle on the property, please wear gloves and use the stick with a magnet on the end to pick up the needle then dispose of the needle in one of the sharps containers (located in the office and in each washroom).
A number of serious infectious illnesses can be transmitted through needle stick injuries so it is important to seek treatment quickly if this type of injury happens. If a needle stick injury does occur:
Encourage the wound to bleed and wash it with soap and water
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Go to the Emergency Room and inform staff there of what happened You are welcome to contact MOSH for advice as well
Spill KitIf there is ever blood, vomit or other bodily fluids that need to be cleaned up in the shelter, it should be cleaned up using a spill kit located on the shelf in the shelter office. Put on the gloves and goggles in the kit and pour the powder over the fluid until the fluid is saturated. Then scoop up the material using one of the scoops in the kit and put it in a garbage bag. Once all visible matter has been scooped up, disinfect the surface. Double bag the material and take it immediately to the dumpster, if staffing levels allow.
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VolunteeringOTC is predominantly operated by volunteers. The following are a few guiding practices to being involved at OTC as a volunteer. Any other questions can be forwarded to the volunteer coordinator. Thank you to OTC volunteers for their support!
Becoming a VolunteerBefore volunteering, all volunteers are required to attend an orientation session and encouraged to attend several trainings offered by OTC, including Non-Violent Crisis Intervention, First Aid & CPR, and Applied Suicide Intervention Skills Training. Volunteers need to complete a criminal record check. We ask that volunteers commit to at least one shift every other week.
Please be advised that your email address is shared with your co-staff for each shift.
Canceling ShiftsIf you need to cancel your shift, please do the following:
Monday to Friday until 6 pm, contact the Volunteer Coordinator by phone (902-789-0899) At all other times contact your on-call member (phone number will be listed in reminder email) At the discretion of the team, the shelter stays open with a minimum of one volunteer and the
scheduled consistent staff member. If this is not possible, the shelter has to be closed for that night.
**Please avoid canceling shifts at the last minute, except in extenuating circumstances. Do not cancel by email on the day of your shift or on the weekend. Your email will not be received on time.
ConsistencyAssertiveness and confidence are essential to being a volunteer with the shelter. It is predominantly volunteers who enforce policy and guidelines and we need to be consistent for the benefit of everyone. Consistency sets boundaries and allows people to develop expectations for the space. Working as a team with the other staff on shift is important as well. Try to make major decisions as a group and check in with each other often during shifts.
Personal Boundaries The following are some guidelines for interacting with guests in a mutually beneficial way.
Do not give out your last name, telephone number, or address, or engage guests on social media Do not lend or borrow money Do not extend special favors No touching – offer up a high five or handshake instead of a hug Do not try to do advocacy for guests outside of the shelter – refer them to appropriate services If a guest is communicating with you in a way that makes you feel uncomfortable, communicate
that you are uncomfortable with the direction of the conversation. Ask the guest if there is anyone else that they talk to about this issue and/or check the resource binder to offer them an appropriate referral. Speak with consistent staff or on-call person for more information and/or support.
If a guest is communicating with you in a way that you feel is inappropriate (outside the shelter guidelines), explain to the guest why the conversation is inappropriate for the shelter space.
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Shelter Tasks & Timeline
Evening Shift 8:00 pm – 11:30 pmOvernight Shift 11:00pm – 6:30 amMorning Shift 6:00 am – 8:30 am
Shelter Set-up (8:00 pm – 8:30 pm) 8:00 pm:
o On call checks voicemail for referrals and puts referral names from earlier in the day on the guest list
o Begin shelter set-up Shelter set-up:
o Roll out and unfold cots, put pillow (with pillowcase) on each coto Set up two emergency beds and place them in the Sunday school roomo Put away clean laundry (typically Monday, Wednesday, and Friday)o Put out new bedding and bagged linens from past two nightso Make coffee and set out snackso Set up intake stations (intake forms, pen, brown bag, sharpie, stapler) — normally in
shelter office, also in 2nd room during community programming nights o Emergency resources can be given out at the door
Pre-shift meeting:o Review recent entries in the log, receive update from on-call membero Choose roles for the evening: generally two staff do intakes, one staff manages the door,
one staff reads the guidelines, one staff in the kitchen, one staff in the sleeping room, one staff in the donations room, one staff in the hang out room, and staff for community programming.
o Distribute keys, panic buttons, and cell phoneo Review policies and procedure as neededo During this time staff check the door approximately every fifteen minutes or if someone
rings the doorbell, to record the names of guests outsideo Emergency resources can be given out at the door
Shelter Opens; Community Programming (8:30 pm – 10:30 pm) When we open at 8:30 pm, all guests enter the shelter. Guidelines are read in the hang out room to all guests. Staff follow intake process:o (1) Intakes are generally done in the order of guest on the referral list, followed by drop- ins.o (2) On community programming nights separate intakes are done for CP guests.o (3) Complete intake form with guest.o (4) Ensure brown bag policy is followed.o (5) Assign a bed to each guest (If appropriate).
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o (6) Transfer all intake information into the communications log once intakes are complete (wake up calls must be noted on whiteboard as well as log book).
Guest must make their beds as soon as possible Community Time/Programming happens between 8:30pm-10:30pm each night. Guests are free
to come and go during this time but must leave their brown bag locked up until they are finished with community time.
Help guests find warm, dry clothes and hygiene supplies if needed. Dinner is served: guests may be served dinner after their intake is complete Fill out relevant information about the operation of the shelter in the communication log for
volunteers working subsequent shifts. Note any supplies needed on the “Supplies Needed” section of the communication. Make sure the donations stuff is stocked for overnight, emergency beds are made up, and
stored in the cot room. Communicate with your team. Have questions of concerns? Talk with your consistent staff member or contact your on call
member!
Lights Off / Quiet Time (11:00 pm) Lights in the sleeping room are turned off at 11:00 pm, or earlier if staff agrees on it. Guests who
are in the sleeping room need to make it a quiet space, so that the guests who are trying to sleep are able to.
People do not have to go to bed, but if they are staying up, they must make an effort to be quiet and try to stay in the hangout room.
Drop-Ins Guests have two drop in options per evening. First during community drop -in/ community programming time from 8:30pm to 10:30pm as
well as one other drop-in for one hour between 11:00pm and 7:00am. There are no drop-ins from 10:30pm to 11:30pm. There must be one hour in between drop ins. Guests are required to do a brown bag and short
intake upon each arrival.
Shift Change (11:00 pm – 11:30 pm) Night shift staff members arrive. Give keys, panic buttons, and cell phone to new staff. Inform incoming staff of the names and locations of guests (it is the responsibility of incoming
staff to be aware of the location of guests). Read the communications binder and pass on all relevant information (guest concerns,
reminders, etc.). Ensure that all concerns and reminders are written, as well as verbalized. Make sure that cell phone is charged.
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Overnight (11:00 pm – 6:00 am) Staff is available if anyone needs to talk or has any concerns through the night. Staff are expected to be awake for the entire shift (no napping). Ensure that you are aware of the location of all guests. Every time a guest leaves, remind them
that they need to take their belongings with them (unless they are stored in lockers) if they are leaving church property, and that they may lose their bed.
Check on all the sleeping room throughout the night. Clean and disinfect washrooms.
Shelter operations tasks as necessary:o Prepare bagged lunches (approx. twenty, with sandwich, fruit/vegetable, granola bar,
juice box, snack if available)o Run dishwasher, tidy and clean fridge and freezer, keep kitchen organizedo Tidy and clean donations room (if staffing levels allow)o Disinfect surfaces (doorknobs, tables, counters)o Tidy and clean shelter office and cabineto Organize first aid shelfo Sweep hang out room, sweep and mop hallways, kitchen, bathroomso Organize videos
Check whiteboard/log book for wake up calls and do any requested wake-ups.
Prepare breakfast and coffee for drop-in guests waking up at 6 am. Be sure that all drop-ins have left the shelter by 7 am (return any items and brown bags to
guests as they leave, as well as offer a bagged lunch). Fill out relevant information about the operation of the shelter in the communication book for
volunteers working subsequent shifts. Note any supplies needed on the “Supplies Needed” section of the communication log. Communicate with your team. Have questions of concerns? Talk with your consistent staff member or contact your on call
member!
Shift Change (6:00 am – 6:30 am) Morning shift staff members arrive. Give keys, panic buttons, and cell phone to new staff. Inform incoming staff of the names and locations of guests (it is the responsibility of incoming
staff to be aware of the location of guests). Read the communications binder and pass on all relevant information (guest concerns,
reminders, etc.). Ensure that all concerns and reminders are written, as well as verbalized. Make sure that cell phone is charged.
Morning (6:30 am – 8:00 am) Prepare shelf with common toiletry items, socks/undergarments, and winter wear (hats, mitts,
etc.) before waking guests, and put shelf in the sleeping room.
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Tidy hang out room and donations room. Prepare breakfast and coffee. On weekday mornings (Monday-Friday), morning consistent staff arrive at 7:00 am and meet
with overnight staff during the half-hour of overlap to let them know any relevant information about the shelter, incidents, and operations. On weekend mornings, overnight staff stay until 8:30 am to work the morning shift.
7:00 am: Wake up guests. 7:15 am: Turn on lights in sleeping room. Check-in with people about what they might need for the day, hangout, etc. Guests are encouraged to bag and label (name and date) their bedding for the next night if they
plan on returning. Otherwise, guests are encouraged to strip their so that bedding may be laundered. All laundry must be sorted into laundry bags in cot room (sorted into blankets, fitted sheets, flat sheets and pillow cases, clothing). Bagged linens are placed in the cot room and must be laundered after three days.
Begin take-down process. 7:50am: Breakfast is put away (give 10 minute warning to guests). 7:55am: Toiletries put away and donations room closed (give 10 minute warning to guests). Return any items and brown bags to guests on their way out the door.
Please note: brown bags are to be returned to guests at the shelter door as they are leaving the shelter with all their items – guests are not permitted to be in the space or re-enter the space once they have collected their brown bag for the morning. Brown bags labeled Rx may be returned to guests in the shelter office immediately before they leave the shelter. Guests who are storing their stuff in lockers, still must take their brown bags with them when they leave.
Take Down (8:00 am – 8:30 am) 8:00 am: Shelter closes to guests. Fold and put away all cots. Wipe down and disinfect all tables, couches, and chairs. Ensure all food is properly stored and dated. Clean and disinfect washrooms. Take out garbage (black bag, into dumpster), recycling (blue bag, into dumpster), and compost
(into green bin). Sweep and mop the sleeping room, hangout room, kitchen, washrooms, and hallways.
De-brief (8:15 am – 8:30 am) Ensure all notes are written in the daily log. Return keys and panic buttons to shelter office cabinet, cell phone to consistent staff member. Make sure cell phone is charged.
Weekend Procedure Consistent (overnight) staff who have worked the morning shift must contact their on-call
member to relay the daily log report. Contact information for the on-call is in the front of the communications binder.
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Lock all shelter doors. Check building (shelter space, sanctuary, offices, gym, other areas) and if no one else is in the
building, turn the alarm on before leaving.
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Role of On-CallStaff at the shelter can call the on-call person at any time to help problem-solve, discuss a situation, or get help dealing with a crisis situation. Under normal circumstances, the on-call person will stay the length of the evening shift, and assist with shift change to the overnight staff. The on-call person may come to the shelter (during the overnight or morning shift) to assist if necessary. The consistent evening and morning staff people will work with on-call members regarding transfer of information.
The on-call person for the night: Meets with evening staff before the shelter opens to pass along information regarding policy
changes, issues of concern and any other details that are relevant to the shift. Orients new evening staff. Ensure that issues that come up are addressed promptly and appropriately. Strives to be consistent with the other on-call in the implementation of policies and the
operation so the shelter.
Urgent questions should be referred to the on-call person.
Non-urgent questions should be referred to: Volunteer Coordinator – (902) 329-1479 or [email protected]
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Disposal Policy (For on-call members and consistent staff only - to be carried out during the day, not during shelter hours)
AlcoholPour it down the drain and recycle the bottle.
Electronics & cell-phonesLet Shannon know that these items need to be disposed of. He is willing to take any electronics found to the ACES (Atlantic Canada Electronics Stewardship) drop off location (2651 Clifton Street), where they ensure electronics are properly recycled.
Cell phones and chargers can also be dropped off at Rogers Wireless (5693 Spring Garden Road) or in the drop box in the lobby of the Sir Charles Tupper Medical Building (5850 College Street.)
Government issued documents or cardsKeep them and return them to their owner, if they return to the shelter. Any documents or cards remaining at the shelter when we close at the end of the season will be put in the garbage.
Illegal substances and weaponsDrop these items off at the police station (1975 Gottingen Street). The person dropping them off simply needs to say that they came across these items in the community and wanted to turn them in to police. If the weapon is a gun, contact the day’s on call member immediately.
KeysLet Shannon know that these items need to be disposed of. He is willing to take any keys found to Canadian Tire (6203 Quinpool Road) where they will be returned to the key manufacturer to be melted down and re-used.
MedicationsIf possible, take found medications to the pharmacy that dispensed them. The owner of the medications will be able to retrieve them from that pharmacy. If this is not an option, drop the medications off at any pharmacy. They will be disposed of safely there. Shoppers Drug Mart (5524 Spring Garden Road) is the closest pharmacy to the shelter.
Personal documentsDo not read through any personal documents. Look at documents briefly to determine whether they are government issued and if they are not, throw them away. If the documents are government issued, keep them and return them to their owner, if they return to the shelter. Any documents or cards remaining at the shelter when we close at the end of the season will be put in the garbage.
SharpsPut these in the sharps container even if they’re still packaged.
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ToolsThese items can be dropped off at Citadel High School (1855 Trollope Street). They accept donations of tools for their shop program. Please put any other items found (including cash) into the garbage at a location off of shelter property.
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ExceptionsThere are times when the on-call or staff may make exceptions to these policies in extenuating circumstances or emergencies. It makes things very difficult when staff (on-call, consistent staff, and volunteers) do not follow the policies consistently. We ask that if there is something in these policies that is creating a problem for a shelter guest or for a volunteer, please speak to the on-call person before making an exception.
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