DOMICILIARY HOSTEL STANDARDS - The Regional Municipality of Waterloo December 2009
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The Regional Municipality of Waterloo
DOMICILIARY HOSTEL STANDARDS
December 2009
Social Planning, Policy and Program AdministrationRegional Municipality of Waterloo Domiciliary Hostel Standards 2009
Regional Municipality of Waterloo
Domiciliary Hostel Standards
© Region of Waterloo, 2009
Parts of this document may be reproduced on the condition that proper reference is made
to the Regional Municipality of Waterloo.
Should you have any questions about this document, please contact:
The Regional Municipality of Waterloo, Social Services
99 Regina Street, South 5th Floor
Waterloo ON N2J 4G6
Tel: (519) 883-2117 Fax: (519) 883-2234
This document is available on-line at:
www.region.waterloo.on.ca
Alternative formats are available upon request.
697876.13 2Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
ACKNOWLEDGEMENTS
The Regional Municipality of Waterloo, Social Services, Social Planning, Policy and
Program Administration, is responsible for the creation and updates to the Domiciliary
Hostel Standards and would like to acknowledge the efforts of current Domiciliary Hostel
Operators, and:
2009 Domiciliary Hostel Standards Working Group:
• Amber Robertson, Social Services
• Arlene Metz, Corporate Resources
• David Gole, Victoria Retirement Home
• Iqbal Noorah, Kingsview Residence
• Karen Ferris, Social Services
• Linda Rock, Marsdale Manor
• Marie Morrison, Social Services
• Marla Rocca, Public Health
• Milena Wolf, Millwood Manor
• Tanya Tompkins, K.W. Underhill Residential Home
• Stefanie Revoy, Pandora Manor
• Wayne Underhill, K.W. Underhill Residential Home
Region of Waterloo Staff Divisions:
• Corporate Resources- Legal
• Employment and Income Support- Special Programs and Program Integrity
• Public Health- Communicable Diseases
• Public Health- Health Promotion
• Public Health- Food Safety and Infection Control
• Public Health- Environmental Health and Lifestyle Resources
697876.13 3Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
TABLE OF CONTENTS
1.0 INTRODUCTION ...................................................................................................... 6
1.1 Purpose ................................................................................................................ 6
1.2 Background........................................................................................................... 6
1.3 Governance .......................................................................................................... 7
1.4 Housing Stability System ...................................................................................... 7
1.5 Standard Definitions.............................................................................................. 8
1.6 Region of Waterloo Roles ..................................................................................... 9
1.6.1 Social Planning, Policy and Program Administration........................................ 9
1.6.2 Employment and Income Support .................................................................. 10
1.6.3 Public Health—Environmental Health and Lifestyle Resource ....................... 10
1.6.4 Public Health—Communicable Disease Program ........................................... 11
1.6.5 Summary of Region of Waterloo Roles ........................................................... 11
1.7 The Hostel’s Role................................................................................................ 11
2.0 GUIDING PRINCIPLES AND VALUES .................................................................. 12
2.1 Guiding Principles................................................................................................ 12
2.2 Housing Stability System Values ......................................................................... 13
3.0 ACCOUNTABILITY ................................................................................................ 14
3.1 Agreements ......................................................................................................... 14
3.2 New Application Process ..................................................................................... 14
3.3 Annual Agreement Process ................................................................................. 15
3.4 On-Going Monitoring and Accountability ............................................................. 15
3.5 Complaints........................................................................................................... 15
4.0 PROGRAM ADMINISTRATION STANDARDS ...................................................... 16
4.1 Eligibility Criteria.................................................................................................. 16
4.2 Home Criteria ...................................................................................................... 16
4.3 Intake Process..................................................................................................... 16
4.4 Tenant Absence .................................................................................................. 16
4.5 Confidentiality...................................................................................................... 17
4.6 Tenant Files......................................................................................................... 17
4.7 Serious or Unusual Incidents/Occurrences ......................................................... 18
4.8 Personal Needs Benefit / Personal Needs Allowance (Process)....................... 19
4.9 Personal Needs Benefit/ Personal Needs Allowance (Management).................. 19
4.10 Staff Qualifications .............................................................................................. 20
4.11 Staffing Levels..................................................................................................... 21
4.12 Staff Conduct....................................................................................................... 21
4.13 Insurance............................................................................................................. 22
4.14 Inspection ............................................................................................................ 22
5.0 HOSTEL OPERATIONS STANDARDS .................................................................. 24
5.1 Environmental & Personal Safety........................................................................ 24
5.2 Health & Safety ................................................................................................... 24
5.3 Infection Prevention and Control ......................................................................... 24
5.4 Medication Management/ Storage....................................................................... 25
697876.13 4Regional Municipality of Waterloo Domiciliary Hostel Standards 2009 5.5 Telephones.......................................................................................................... 26 5.6 Furnishings.......................................................................................................... 26 5.7 Bedrooms ............................................................................................................ 26 5.8 Bathrooms/Washrooms ....................................................................................... 26 5.9 Kitchens .............................................................................................................. 27 5.10 Common Areas ................................................................................................... 28 5.11 Linens.................................................................................................................. 28 5.12 Water................................................................................................................... 28 5.13 Heating, Cooling & Ventilation............................................................................. 29 5.14 Garbage .............................................................................................................. 29 5.15 Laundry ............................................................................................................... 29 6.0 HOSTEL SUPPORTS STANDARDS ........................................................................ 31 6.1 Activities of Daily Living ....................................................................................... 31 6.2 Tenant Well-Being............................................................................................... 31 6.3 Tenancy Agreements .......................................................................................... 31 6.4 Access to Home .................................................................................................. 31 6.5 Privacy ................................................................................................................ 32 6.6 Rights & Responsibilities ..................................................................................... 32 6.7 House Meetings .................................................................................................. 32 6.8 Conflict Resolution .............................................................................................. 32 6.9 Meals/Nutrition .................................................................................................... 32 6.10 Menus ................................................................................................................. 33 6.11 Bedrooms (Personal Use) ................................................................................... 33 6.12 Home Entertainment ........................................................................................... 33 6.13 Transportation ..................................................................................................... 33 7.0 REFERENCES.......................................................................................................... 34 697876.13 5
Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
1.0 INTRODUCTION unregulated lodging or boarding homes.
By the early 1970s, the Province was
developing more formalized policies to
1.1 PURPOSE help support adults who had a low
income with housing and basic needs.
The Regional Municipality of Waterloo The Nursing Homes Act, 1974 was one
Domiciliary Hostel Standards (Hostel such piece of legislation that gave way to
Standards) have been created by the an unregulated boarding house program,
Region to provide a set of operational which provided subsidies for low income
policies, procedures and protocols that frail/elderly adults who were not yet
ensure the rights, health, safety and ready, or eligible, for a long-term care
personal care of Tenants is protected. home but required support with the
activities of daily living. This program
The Hostel Standards incorporate the 40 became the Domiciliary Hostel Program.
categories within three program areas It has remained unregulated and as a
identified by the Ontario Ministry of result has grown in an unplanned and
Community and Social Services (MCSS) unstructured way.
in the Domiciliary Hostel Program
Framework (September 2006). The model of longer term housing with
supports implemented by Domiciliary
The three program areas identified by Hostels has typically been custodial,
MCSS that incorporate the 40 categories where Tenants share bedrooms and
are: bathrooms with other Tenants and take
1. Program Administration; communal meals at scheduled times.
2. Hostel Operations; and Hostels are typically operated by private
3. Hostel Supports. owners on a for-profit basis.
The objectives of the Region’s Domiciliary Since the early 1990s, a shortage of
Hostel Program are to provide: longer term housing with supports for a
• a living environment that is safe and variety of vulnerable people groups has
supportive for all Tenants; resulted in the Domiciliary Hostel
• a client-focused environment where Program serving a wider range of adults
Tenants are supported in a manner with one or more of the following: mental
that meets individual needs; (e.g. health issues, physical disabilities,
Tenants have access to a range of cognitive disabilities and/or substance
structured and unstructured use issues.
programs); and
• permanent housing, insofar as it Eligibility for the Domiciliary Hostel
continues to meet individual Tenants Program can generally be considered
support needs. from two perspectives: the individual’s
functional ability, including their need for
1.2 BACKGROUND support with activities of daily living, and
In the 1950s, municipalities across their need for affordable housing.
Ontario began providing financial support
for adults who had a low income living in
697876 V13 6Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
1.3 GOVERNANCE Province and the Region, up to the
Throughout the 1980s and 1990s several provincial maximum. In addition, eligible
reports were commissioned by provincial Tenants receive a personal needs
associations to address the issues arising allowance/benefit (PNA/B) and other
from this type of unregulated longer term mandatory and discretionary benefits
housing with supports. Following the legislated through the Ontario Works Act.
death of a Tenant in an unregulated The Region, from time to time, may
boarding home, the Lightman provide additional one-time funding to
Commission produced the report A Hostels for improvements (e.g., Health
Community of Interest: The Report of the and Safety Funding).
Commission of Inquiry into Unregulated
Residential Accommodation in 1992. The The Region had Domiciliary Hostel
Commission considered different Guidelines in place as early as the 1980s.
approaches, but favoured “a multi-faceted Based on the Provincial Framework
approach based on Tenants’ rights with introduced in 2006, these Guidelines
limited legislation to ensure minimum were revised to become Standards in
standards” (Regional Municipality of 2007. These Hostel Standards, endorsed
Waterloo, 2007). In 1994, as a result of by Regional Council, form the basic
the Lightman Report, the Province criteria to be applied in determining
enacted Bill 120: “Residences Rights Bill”, whether the Region will consider and/or
extending rights and protection for continue an Agreement with a Domiciliary
Tenants in unregulated residential Hostel Operator. The Hostel Standards
accommodation under the Rental are intended to be in addition to the
Housing Protection Act, 1990, the Rent requirements of any other regulating
Control Act, 1992 and the Landlord and authority or statute.
Tenant Protection Act, 1997. Under
those Acts, Hostel Operators were
considered landlords and therefore had to 1.4 HOUSING STABILITY
follow the prescribed legislation. The SYSTEM
current legislation which governs Hostel Domiciliary Hostels form part of the
Operators in their capacity as landlords is Housing Stability System in Waterloo
the Residential Tenancies Act, 2006. Region. Within the locally defined
Housing Stability System there are two
Prior to 1996, Domiciliary Hostels were main components: resources that are not
funded within the General Welfare Act. necessarily continuous, and resources
The Region currently purchases that are intended to be continuous.
Domiciliary Hostel services under the Domiciliary Hostels fit into the category of
Ontario Works Act, 1997, General components that are intended to be
Regulation 134/98 pertaining to continuous, helping to meet the housing
Emergency Hostels which falls within the needs of people who require affordable
Ministry of Community and Social housing in conjunction with supports for
Services Act. Funding for Hostels is daily living.
provided through a per diem. This per
diem is cost-shared 80/20 between the The Housing Stability System is the term
697876 V13 7Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
adopted to characterize Waterloo “Hostel Standards” refers to the
Region’s response to homelessness. policies, procedures and protocols that
Housing stability is defined using a three- direct Domiciliary Hostels in the Region.
part description, where the term is
described in relation to the provision of “Hostel Services” refers to room and
housing, income, and support. board, assistance with activities of daily
1. The household must have housing living, and care supports provided by the
that is: Hostel Operator to the Tenant.
• considered acceptable by the
individual – the element of choice “Hostel Operator” refers to the owner/
is critical; operator acting for the Hostel in policy
• affordable; and administration.
• physically and geographically
accessible; “Hostel Staff” refers to people employed
• adequately maintained; by the Hostel Operator to work in a
• of suitable size; variety of capacities in the Hostel.
• safe (within the housing itself as
“Hostel Care Staff” refers to people
well as within the surrounding
employed by the Hostel Operator to work
neighbourhood); and
with the Tenants directly providing care.
• continuous through security of
tenure.
“Hostel Volunteer” refers to people who
2. The household must have sufficient
provide unpaid services in the Hostel and
income for housing and basic needs.
are not being compensated in any way,
3. The household must have the
outside of any expenses incurred as a
opportunity to access the supports
part of Hostel duties (e.g., mileage).
(formal and/or informal) of their
choice, as needed.
“Tenant” refers to a Tenant of a
Domiciliary Hostel, as defined by the
Residential Tenancies Act, 2006.
1.5 STANDARD DEFINITIONS
“Hostel” means a Domiciliary Hostel, as “Province” means the Province of
defined by the Domiciliary Hostel Ontario.
Program Framework 2006 and The
Regional Municipality of Waterloo, and as “Ministry” means the Ministry of
more particularly set out in section four, Community and Social Services of the
five, and six in the Hostel Standards. Province of Ontario.
“Hostel Program” refers to the “Region” refers to The Regional
subsidized Domiciliary Hostel Program, Municipality of Waterloo.
as defined in the Domiciliary Hostel
Program Framework 2006, funded by the “SPPPA Staff” refers to staff within the
provincial Ministry of Community and Social Planning, Policy & Program
Social Services and administered by Administration of Social Services at the
municipalities in Ontario. Region.
697876 V13 8Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
“EIS Staff” refers to staff within the Communicable Disease Control.
Employment and Income Support,
Special Services and Program Integrity of 1.6.1 Social Planning, Policy and
Social Services at the Region. Program Administration
SPPPA is responsible for the planning,
“The Act” refers to the Ontario Works development, coordination and
Act General Regulation 134/98 pertaining administration of the Hostel Program
to Emergency Hostels. including:
• receiving Hostel Agreement
“Disability” includes any degree of applications;
physical disability (such as diabetes,
• facilitating the review of Agreement
epilepsy, brain injury, paralysis,
applications and making
amputation, lack of physical coordination,
recommendations to Council;
visual impediment, hearing impediment,
• entering into Agreements with Hostel
speech impediment, use of a guide dog
Operators to purchase assistance for
or other animal or use of a wheelchair or
people in need of longer term housing
other device), cognitive impairment or
with support who are deemed eligible
developmental disability, learning
under the Act;
disability and/or mental health/substance
use issue (adapted from Accessibility for • developing, revising and monitoring
Ontarians with Disabilities Act, 2005). Hostel Standards;
• ensuring that all Domiciliary Hostels
meet the Hostel Standards and the
1.6 REGION OF WATERLOO contractual obligations as set out in
the Agreement;
ROLES
• providing information and influencing
The Region has identified Hostels as an public policy related to the local
essential service and one for which it will Domiciliary Hostel Program;
administer funding. The Region, as the • conducting best practices research
Service System Manager for and ensuring Hostel Operators, to the
Homelessness, administers the Hostel best of their ability, implement
Program through Agreements with Hostel promising principles;
Operators and also takes a broader role • determining and analyzing the needs
in the planning, development, of potential and current Tenants
coordination and monitoring of the Hostel residing in the Region;
Program.
• managing complaints about Hostel
Operators or services provided;
Responsibility for the Hostel Program is
• receiving and tracking all Serious
primarily shared between two divisions of
Occurrence Reports;
Social Services; Social Planning, Policy
and Program Administration (SPPPA), • liaising with Employment and Income
and Employment and Income Support Support staff with respect to
(EIS). However, two divisions within Agreements, policies, standards,
Public Health also have a role with the general concerns; and
Hostel Program —Environmental Health • working with and supporting Hostels
and Lifestyle Resources and the through:
697876 V13 9Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
° serving as the point of contact for Support Services Caseworker who will
Hostel Operators for all areas support the person while residing in
outside of Ontario Works financial the community and receiving Ontario
assistance and billing issues; Works financial assistance;
° providing information and • receive monthly invoices from Hostel
assistance to Hostels where Operators for per diem and personal
appropriate; and needs allowance/benefit;
o organizing and facilitating • review and make necessary revisions
meetings with Hostel Operators to before arranging payments for per
enhance communication, service diem and personal needs payments
co-ordination and to support best invoiced monthly by the Hostel
practice. Operators; and
• maintain statistical records needed to
1.6.2 Employment and Income monitor Hostel occupancy of those
Support eligible under the Act.
EIS provides direct client service to
Tenants. Senior Caseworkers, Hostels 1.6.3 Public Health—Environmental
determine initial and ongoing entitlement Health and Lifestyle Resource
to Ontario Works financial assistance The Environmental Health and Lifestyle
and: Resources Division of the Public Health is
• provide support and information to responsible for ensuring the existence of
Tenants and Hostel Operators; safe drinking water, safe food, increased
• make appropriate referrals to other awareness of infection prevention and
government and community agencies; control practices and reducing exposure
• assist Tenants to follow through with to health hazards by:
tasks required to maintain eligibility • conducting an annual inspection(s) of
and entitlement to Ontario Works room and board facilities, including
financial assistance; Domiciliary Hostels;
• explain processes and help Tenants • implementing control measures to
to apply for all benefits or pensions prevent or reduce exposure to health
they may be entitled to receive; hazards;
• explain and assist Tenants who wish • ensuring compliance with the Health
to appeal decisions of ineligibility for Protection and Promotion Act and its’
the Ontario Disability Support relevant regulations;
Program; • providing support and necessary
• assess eligibility for Employment Start information to Hostel Operators to
Up Benefits for Tenants who find create healthy policies related to
employment; reducing exposure to health hazards,
• assess eligibility for Community Start- the application of infection prevention
Up Benefits for Tenants who have and control measures, safe food
secured alternate affordable rental handling and safe drinking water; and
accommodation; • providing support and information to
• facilitate the transition from the Senior Tenants and Hostel Operators on
Caseworker, Hostels to the Income
697876 V13 10Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
issues pertaining to environmental 1.7 THE HOSTEL’S ROLE
health in a timely manner. The Hostel Operator provides lodging and
services to subsidized Tenants in
1.6.4 Public Health—Communicable
compliance with the Agreement with the
Disease Program
Region. In signing the Agreement, the
The Communicable Disease Program Hostel Operator agrees to comply with
provides surveillance, response and the Hostel Standards, which may, from
control of: time to time, be amended by the Region.
• reportable diseases (519-883-2007);
and The Hostel Operator cooperates with the
• respiratory outbreaks (519-883-2006 Region in carrying out the Region’s
ext. 5506). obligations with regards to the Hostel
Program, which includes allowing Region
1.6.5 Summary of Region of Waterloo staff to enter the Hostel at any reasonable
Roles time, with or with out notice, in order to
The Region promotes the delivery of safe, observe and monitor the premises, the
accountable and cost-effective services services provided and Hostel Operations,
for people who require longer term pursuant to the Agreement and the Hostel
housing with support. The Region is Standards.
committed to ensuring that Hostel
Program is delivered in ways that helps As part of the Agreement, Hostel
people access support services, provides Operators are required to provide basic
choices, respects diversity and ensures needs as outlined in sections four, five,
public value for funding. and six of the Hostel Standards. Hostel
Operators may choose to provide
In order to meet this commitment, Hostel additional services at their own expense.
Standards have been developed to
provide Hostel Operators and Tenants Hostel Operators also agree to comply
with clear expectations for the provision with all reporting requirements, as
of Hostel Program in Waterloo Region. identified in the Agreement.
All Hostels funded by the Region are
expected to follow the Hostel Standards.
The Region may, at its discretion, amend
or abridge any provision or standard in
the Hostel Standards as it applies to a
particular Hostel or circumstance,
provided that all minimum requirements
of any federal, provincial and municipal
legislation or other regulatory authority or
statute are maintained. As a service
system manager, the Region is
responsible for ensuring that local Hostels
comply with the Hostel Standards.
697876 V13 11Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
path, requiring different levels of
2.0 GUIDING PRINCIPLES AND assistance and support from the
VALUES Hostel Program and other services
within the community. At whatever
level a Tenant happens to be, they
should be recognized as being
2.1 Guiding Principles
capable of identifying their own goals
The Hostel Standards are grounded in and making progress towards these
the following guiding principles and goals. Hostel Staff (in conjunction
values that promote a philosophy for with other related service providers in
service provision. These principles and the community) should work within
values served as a guide to assist in the their mandate to support Tenants in
development of the Hostel Standards. achieving their goals.
1. The Region, the community, and 7. Hostels should be sensitive to and
individuals have a shared interest in work to accommodate diverse
the appropriate housing of vulnerable communication needs (e.g., various
adults living in their community. literacy levels, languages other than
2. All individuals ages 18 and over who English).
are experiencing homelessness 8. Hostels should work towards creating
and/or require longer term housing a barrier-free environment for people
with supports should have access to with all types of disabilities (e.g.,
housing of their choice that meets hearing and visual impairments,
their needs. This right exists cognitive disability, and physical
regardless of political or religious disability).
beliefs, ethno-cultural background, 9. Gender identity is self-defined which
(dis)ability, mental health, substance may or may not correspond with a
use, gender identity and/or sexual person’s physical appearance.
orientation, legal status or ability to Hostels should accept gender identity
pay. as defined by the individual rather
3. Hostels should provide an atmosphere than by the perception of staff.
of dignity and respect for all Tenants 10. Hostel Staff often have access to
and provide services in a non- detailed and highly sensitive personal
judgmental manner. Discriminatory information about Tenants. Protecting
and racist incidents or behaviours will the privacy and confidentiality of
not be tolerated. Tenants and their personal
4. Hostels should make every effort to information should be of the utmost
provide an environment that fosters a importance.
sense of safety. 11. All people staying in Hostels are
5. Hostels should make every effort to entitled to safe and nutritious food.
provide an environment that fosters a Hostels shall accommodate special
sense of personal control through diet needs.
providing choice and autonomy and 12. The health and safety of Tenants,
building capacity wherever possible. volunteers and staff should be of the
6. Tenants should be recognized as highest importance in each Hostel.
being at different places on their life Training, policies, procedures and
697876 V13 12Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
regular maintenance are intended to • Community Member-Centered:
encourage, improve and maintain the Community members are the central
health and safety of all people point of the system. It is understood
residing, volunteering and working in that people who benefit from housing
the Hostel. stability resources also contribute
13. In order to provide effective Hostel back to the community in meaningful
Programs and Services and to foster a ways.
sense of personal control, Tenants • Consistent: Funding and policies
should be involved/have input in within the system are dependable and
service provision, program planning, equitable.
program evaluation, and policy • Coordinated: Communication and
development. referrals within the system are
14. It is recognized as important to collect effective and timely.
and coordinate data related to Hostel • Focused on Building Capacity: The
use in our community in order to system emphasizes health and ability
assess and improve services. rather than illness and disability where
15. Hostels are part of a larger network of possible, and creates opportunities for
housing stability services and related hope, healing, empowerment and
community networks. Collaboration is connection with others both at the
important to ensure effective and individual and at the community level.
coordinated services. • Persistent: The system is deeply
committed to its vision of housing
2.2 Housing Stability System stability for every community member
Values and continually advocates for social
Hostels, as a segment of the Housing justice toward this end.
Stability System, share the following • Respectful: People are not judged
values developed for the local housing for their choices and dignity is
stability system. The Housing Stability maintained at all times.
System is: • Responsive: The system is proactive
• Accessible: There are no physical, and readily adapts to the changing
social, economic, technological or needs of community members. People
policy-related barriers to housing, have options and can choose what
income and/or support; the system resources will best meet their needs
welcomes everyone in need of these “where they are at”.
resources.
• Accountable: The system is
accountable to the individuals and
families it serves, to funders, and to
the broader community for ending
homelessness and promoting housing
stability for everyone.
• Caring: The system has concern and
empathy for the community members
it serves.
697876 V13 13Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
The new application process can be
3.0 ACCOUNTABILITY summarized through the following steps:
1. The applicant will meet with SPPPA
3.1 Agreements Staff to review the expectations
A Hostel Agreement outlines the and requirements of the Hostel
contractual obligations of the Hostel Program and receive the
Operator and the Region. In order to Application for Domiciliary Hostel
obtain a Hostel Agreement, a Hostel Agreement package.
Operator must demonstrate through the 2. The applicant will complete the
monitoring process to be in substantial application for a Hostel Agreement
compliance with the Hostel Standards, with the Region, and submit all
and contractual obligations as outlined in required supporting information to
the Hostel Agreement. SPPPA Staff.
Hostel Agreements are generally 3. If the application is complete, a
executed on an annual basis with an letter will be sent requesting the
expiry date of December 31. The applicant’s presence at:
Agreement must be signed by the Hostel a. a site visit at the
Operators’ signing authority/ies and facility/home with SPPPA
returned to the Region in specified time Staff; and
frame in order to receive per diem
funding. b. a interview with the
Domiciliary Hostel Review
3.2 New Application Process Committee (consisting of
Region Staff from Social
The Region may from time to time consider Services, Finance and
new applications for the Hostel Program Planning, Housing and
under the following conditions: Community Services).
a. a need exists in the community 4. If the Domiciliary Hostel Review
and there is capacity in the Committee is satisfied with the
Domiciliary Hostel Program; applicant’s ability to effectively and
and/or safely operate in the Hostel
b. a party is interested in purchasing Program, based on the application,
an existing Hostel with an site visit and interview, a
Agreement with the Region. recommendation will be put forward
to Regional Council to grant a
New applicants in the Hostel Program Hostel Agreement with the Region.
must be able to demonstrate their ability 5. Correspondence will be sent to the
to be in substantial compliance with the applicant with the final decision of
Hostel Standards or have developed a Regional Staff.
detailed plan to ensure all areas are met
within an agreed upon time-frame with Note: If the applicant is not
SPPPA Staff. recommended, there is an opportunity to
appeal or to wait for twelve months before
697876 V13 14Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
applying again. Standards. Hostel Operators may also
request a review or visit.
3.3 Annual Agreement Process
SPPPA Staff conduct an annual The review of Hostels is conducted on-
Agreement process for the execution of site by SPPPA Staff. Any concerns
the Hostel Agreement before December arising from the site visit are discussed in
31. The annual Agreement process detail with the Hostel Operator and
consists of the submission and review of documented in a monitoring report. The
the following materials: monitoring report will outline what was
• Satisfactory Food Safety Inspection observed during the site visit(s) and
Environmental Health Report; highlight any changes required in the
• Satisfactory Municipal Fire Inspection Hostel to be in compliance with the
Report(s); Standards.
• Certificate of valid Insurance;
If the Operator fails to complete and
• Domiciliary Hostel Calculation of Per
submit compliance requirements by the
Diem Rate Request;
identified submission dates listed in the
• Domiciliary Hostel Financial
monitoring report, the Region may:
Information (i.e. audited financial
1. temporarily suspend new
statements, financial reporting,
admission of tenants which the
revenue/expense statements, etc.);
Region will subsidize;
and
2. temporarily suspend monthly per
• Domiciliary Hostel Annual Information diem payments; and/or
Form. 3. terminate the Hostel Agreement.
To ensure that Hostel Operators are able The Operator must be in substantial
to provide stable and on-going care to compliance with the Standards in order to
people in need of longer term housing enter into an annual Agreement with the
with support in the community, the Region.
Region reviews financial information from
Hostel Operators on an annual basis. 3.5 Complaints
Information detailed in the “Domiciliary
Hostel Calculation of Per Diem Request” 1. The Hostel Operator will ensure that:
and the submitted financial statements i. Tenants are informed about their
forms the basis of the financial rights to report a complaint directly
assessment. to the Region; and
ii. Tenants have access to a phone
3.4 On-Going Monitoring and and the telephone number of
SPPPA Staff to report a complaint.
Accountability iii. Tenants are to be protected
An operational review of Hostels will be against eviction and/or unfair
undertaken at least once a year, or at any treatment following reporting a
time Region staff is concerned that a complaint.
Hostel Operator is not meeting their
obligations outlined in the Agreement,
including provisions in the Hostel
697876 V13 15Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
4.0 PROGRAM a. provides permanent housing as per
the Hostel Standards;
ADMINISTRATION b. accommodates persons who are
STANDARDS unable to fully care for themselves
due to disabilities created as a result
of aging, mental health or substance
4.1 Eligibility Criteria use issue, or physical/cognitive/
developmental disability; and
EIS Staff determine eligibility for the
c. provides personal care, supervision
Hostel Program. To be eligible for a
and assistance with activities of daily
Hostel Program subsidy, a person must:
living requiring less than1.5 hours of
a. be over the age of 18;
care per day.
b. provide verification that they meet the
allowable asset level, which is
dependent on age and family status
4.3 Intake Process
and is determined as part of the a. The Hostel Operator identifies
application and ongoing assistance potential, or current, Tenants that
process; have an inability to pay the requisite
c. have limited financial resources (i.e., hostel rate and require assistance with
income must be below the combined the activities for daily living.
total of the per diem and the personal b. The Hostel Operator, the Tenant or an
needs allowance/benefit); agent of the Tenant contacts EIS Staff
d. have a mental health issue requiring at the Region.
supports, or have a mental health c. EIS Staff:
diagnosis, or exhibit symptoms that i. meet with the Tenant (and his or
are diagnosable and have been her agent) to complete an
documented by a medical doctor, application for assistance;
hospital, and referral source; and/or ii. verify the required information
e. have a substance use issue requiring received; and
supports; and/or iii. advise the Tenant of eligibility for
f. have a physical and/or per diem subsidy and the Hostel
cognitive/developmental disability, Operator for inclusion on the
which have been documented by a monthly invoice.
medical doctor, hospital, and referral
source; and/or 4.4 Tenant Absence
g. be a frail elderly person; and/or a. The Hostel Operator shall advise EIS,
h. be in need of assistance with the in a standard monthly claim form as
activities of daily living. provided by the Region, of all
overnight absences of individuals
4.2 Home Criteria subsidized by the Hostel Program.
For the purposes of the Hostel Standards, b. The Region will pay Hostel Operators
a Hostel shall be defined as any for overnight absences up to a
residence, rest home, retirement home, maximum of 14 days for vacation and
or boarding/lodging home which, for a 28 days for medical leave (e.g., for
fee: physical problems, mental health
697876 V13 16Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
and/or substance use issues) within maintained in an orderly fashion and
any 12 month period. reflect up-to-date information regarding
c. The Hostel Operator will not ask the the Tenant.
Tenant to leave the Hostel as a result
of an absence for vacation or medical Tenant files must be accessible and
treatment that falls within the available on-site for Region Staff, Hostel
parameters outlined in 4.4 (b) above. Care Staff, Hostel Operators, and
Tenants to review at any reasonable time.
4.5 Confidentiality
The Hostel Operator agrees to comply The Hostel Operator shall ensure that all
with any and all laws regarding the Tenant files include at minimum the
confidentiality of Tenant information. Any following information:
release of Tenant information which a. the first and last name;
requires consent must be documented in b. the date of admission into the Hostel;
a consistent form that is signed by the c. the date of birth;
Tenant and witnessed by the Hostel d. the name, telephone number(s), and
Operator. Disclosures of Tenant contact information of the
information which are made without guardian/power of attorney/trustee
consent, but which are allowed or (when applicable);
required by law shall be documented in e. the name, telephone number(s), and
the Tenant’s file. contact information of next-of-kin or
emergency contact person(s);
The following policies/procedures shall be f. the Ontario Health Card number; and
developed and adhered to by the Hostel g. an assessment of the Tenant’s care
Operator and approved by the Region: needs and a schedule of when care is
a. storage of records; to be provided;
b. disclosure or transmission of Tenant h. the medical history, including known
records; allergies, previous surgery or medical
c. disclosure or transmissions of Tenant procedures, pre-existing medical
information to the police with conditions, and/or any current health
documentation of the request for issues (e.g., diabetes, high blood
disclosure noted on the Tenant’s file; pressure, etc);
d. destruction of records of former i. the name, address and telephone
Tenants (on a retention schedule of number(s) of the physician and any
ten years); other medical professionals involved
e. disclosure of information when there is (e.g., psychiatrist, psychologist,
a risk of harm; and optometrist, and dentist);
f. access by external support providers j. the record of any hospital/treatment
with Tenant consent. admissions and related dates (when
left and returned) while living at the
4.6 Tenant Files Hostel;
k. the medical records with
The Hostel Operator shall ensure that
documentation of the administration of
there is an individual file for each Tenant
medication by the Hostel Care Staff
living in the Hostel. This file must be
who administers said medication, and
697876 V13 17Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
treatment(s) according to physicians' 4.7 Serious or Unusual
orders (e.g. MARS sheets); Incidents/Occurrences
l. any serious or unusual
The following protocol shall be put into
incidents/occurrence reports involving
operation by the Hostel Operator or
the Tenant (as outlined in Section
Hostel Care Staff whenever there is a
4.7);
serious occurrence:
m. the emergency safety information (e.g.
1. the Hostel shall report every serious
if the Tenant requires any assistance
or unusual incident/ occurrence to
to evacuate in case of a fire);
SPPPA Staff within 24 hours of the
n. a signed copy of the tenancy
occurrence or, if on a weekend or
agreement in the Hostel Operator’s
statutory holiday, on the next business
standard form;
day; and
o. a signed copy of the Care Home
2. the Hostel Operator will ensure that:
Information Package (CHIP) with
i. Tenants are informed about their
proof that the Tenant has been made
rights to report a serious occurrence
aware of it (e.g., signed by the Tenant
directly to the Region; and
and the Hostel Operator);
ii. Tenants have access to a phone
p. a signed copy of the House Rules with
and the telephone number of
proof that the Tenant has been made
SPPPA Staff to report a serious
aware of it (e.g., signed by the Tenant
occurrence directly; and
and the Hotel Operator);
3. tenants are to be protected against
q. all financial accounting/management
eviction and/or unfair treatment
details, including the Tenant’s
following a serious occurrence report.
PNA/PNB record (if applicable);
r. a Care Plan that considers the
Serious or Unusual Incidents/
Tenant’s interests, goals, and
Occurrences include, but are not limited
changing needs; and documents how
to the following:
the Hostel Operator and Hostel Care
a. a disaster, such as a fire, extended
Staff intend to support the Tenant
power failure, or extreme weather
while living at the Hostel; and
damage on the premises of the
s. a signed consent form outlining any
Hostel;
provisions of sharing personal
b. a assault either physical or sexual of
information (e.g., signed by both the
any persons affiliated with the Hostel
Tenant and Hostel Operator).
(e.g., Tenants, all Hostel Staff and
Volunteers, Hostel Operator, Hostel
Note: Tenants shall have reasonable
Visitor/Guest, and/or community
access to their personal records. Hostel
member, etc);
Operators will handle any request by
c. any serious injury of any persons
Tenants for their personal health
affiliated with the Hostel; requiring
information in accordance with the
medical attention from a hospital,
Tenant’s right of access under the
ambulance or medical clinic visit;
Personal Health Information Protection
d. any situation where the police are
Act, 2004.
called to the Hostel regarding the
actions of Tenants (e.g., violence,
697876 V13 18Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
property damage, theft, reporting a 4.9 Personal Needs Benefit/
Tenant as a missing person, etc.); Personal Needs Allowance
e. any complaint(s) from the surrounding
(Management)
neighbours or issues related to the
Hotel’s co-existence in the a. EIS Staff ensures that every Tenant is
neighbourhood; issued, or retains, from his or her
f. the death of a Tenant; income the amount of the personal
g. any allegation of abuse or needs benefit.
mistreatment of persons affiliated with b. If the Hostel Operator and Tenant
the Hostel; agree to have the Hostel Operator
h. any complaint concerning the dispense the PNB/PNA, the Hostel
operational, physical or safety Operator is required to keep a record
condition of the Hostel; in the Tenant’s file that includes a
i. any medication errors in administering running total of the PNB/PNA
the prescribed dose to the Tenant; dispensed, and signatures of both the
and/or Tenant and Hostel Operator when
j. any outbreak of a communicable or monies are issued and a comment
infectious disease(s). section for explanation of PNB/PNA
allowance. Any Hostel Operator
Note: If the Hostel Operator is unclear if a dispensing the PNB/PNA on behalf of
situation qualifies as an serious or a Tenant is legally responsible for
unusual incident/occurrence please ensuring the Tenant receives the
contact SPPPA Staff immediately to PNB/PNA and that the Region can
consult. readily monitor PNB/PNA dispensing.
c. If the Hostel Operator administers a
4.8 Personal Needs Benefit / Tenant’s PNB/PNA, the Hostel
Operator shall establish and maintain
Personal Needs Allowance
one or more non-interest bearing trust
(Process) accounts in a Chartered bank, trust
The intent of the personal needs benefit/ company, Credit Union or Province of
personal needs allowance (PNB/PNA) is Ontario Savings Office in which the
to provide personal spending money for PNB/PNA monies that are received by
the discretionary use of the Tenant. the Hostel Operator in trust for and on
PNB/PNA is not intended for the behalf of Tenants are deposited.
purchase of personal care items that are d. The Hostel Operator makes part or all
to be provided by the Hostel Operator monies in the trust account available
(e.g., shampoo, toilet paper, soap, to a Tenant upon request and ensures
laundry detergent, toothpaste, the Tenant signs in the PNB/PNA
toothbrushes, hair brushes, combs, ledger for receipt thereof.
razors/shavers, razor blades, shaving e. The Hostel Operator retains the
cream, and feminine hygiene products). deposit book, deposit slips,
passbooks, monthly bank statements,
cheque books and cancelled cheques
applicable to a trust account.
697876 V13 19Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
f. The Hostel Operator will make any/all training related to job specific
records pertaining to the PNB/PNA of responsibilities in the Hostel.
subsidized Tenants and the trust c. All Hostel Staff must have completed
account available to Region Staff for a Police Records Check with the
purposes of monitoring, upon request. Vulnerable Sector (a copy of which
g. The Hostel Operator will not: will be kept on file) following a
i. deposit any money received in conditional offer of employment and
trust for and on behalf of a Tenant be cleared by the Hostel Operator to
in an account other than the trust work in the Hostel.
account; d. All Hostel Volunteers must have
ii. use any money in the trust account completed a Police Records Check
to pay for services rendered under with the Vulnerable Sector (a copy of
the Agreement with the Region; which will be kept on file) following a
and/or conditional offer of volunteer
iii. co-mingle any monies the Hostel placement and be cleared by the
Operator receives pursuant to the Hostel Operator to volunteer in the
Agreement with any monies in the Hostel.
trust account. Where the co- e. The minimum qualifications required
mingling of monies is unavoidable for all Hostel Staff and Volunteers
because such monies have been working in a Hostel are as follows:
forwarded to the Hostel Operator i. all Hostel Care Staff and
in one cheque or by direct deposit Volunteers involved in direct
monies, the Hostel Operator must personal care for Tenants must be
deposit it in one bank account in at least 18 years of age;
order to negotiate the cheque or ii. there must be at least one Hostel
direct deposit monies and the Care Staff on duty at all times who
Hostel Operator must transfer or has up-to-date First Aid/CPR A
deposit the appropriate trust certification (proof of certification to
monies into the trust account be maintained on file);
without any delay. iii. all Hostel Staff and Volunteers who
are involved with food preparations
4.10 Staff Qualifications must have an up-to-date Food
a. The Hostel Operator must hire and Handler Training/ Certification
retain Hostel Staff and Volunteers (proof of certification to be
that have appropriate qualifications, maintained on file); and
experience, and ability for working iv. all Hostel Staff and Volunteers
with vulnerable individuals, so as to must have suitable orientation
provide a safe, respectful, positive training in how to work with
and supportive environment for vulnerable adults, and how to
Tenants. perform their job specific duties in
b. The Operator must maintain the Hostel, as acceptable to the
documentation for all Hostel Staff and Region.
Volunteers including evidence of f. It is recommended that all Hostel
qualifications, experience, orientation, Staff and Volunteers have:
697876 V13 20Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
i. a 2-step TB skin test, initiated at a that the health and safety and care
minimum within 1 week of their needs of the Tenants are maintained
start date; at all times.
ii. an annual influenza vaccination; b. It is expected that a minimum ratio of
and Hostel Care Staff to Tenants is 1:20
iii. immunization against Hepatitis B during the hours of 8 a.m. to 10 p.m.
and documented immunity (for all The Hostel Operator may propose an
Hostel Staff and volunteers who alternative staffing plan to be
may be exposed to blood or are at approved in writing by the Region.
risk of injury by instruments c. The Hostel Operator must employ at
contaminated by blood). minimum the equivalent to 3 Full Time
g. It is recommended that a Hostel Care Staff.
documented immunization history be d. Overnight, there must be one “awake”
kept on file for all Hostel Staff and Hostel Care Staff available at all times
Volunteers. For those receiving to Tenants. The Operator may
Hepatitis B vaccination it is propose an alternative staffing plan to
recommended a documented be approved in writing by the Region.
protective antibody level (serum Anti- e. In situations of single staffing, an “on
HBs - ideally measured between 1 call” Hostel Care Staff must be
and 6 months after completion of the reasonably available to provide
immunization series) be kept on file. additional assistance if required.
h. Should it come to the attention of the f. All Hostel Volunteers must be
Hostel Operator, it is his/her supervised by either Hostel Staff or
responsibility to ensure that any Hostel Care Staff at all times and are
Hostel Staff or Volunteer who has a not to be left alone with Tenants.
communicable disease which might
place Tenants and/or other Hostel 4.12 Staff Conduct
Staff at risk shall not continue to work a. Hostel Operators will develop a
in the Hostel until such Hostel Staff Hostel Staff code of conduct
and Volunteer is free of the acceptable to the Region outlining
communicable disease. professional behaviour that is
i. The Operator will encourage all expected of all Hostel Staff and
Hostel Care Staff and Volunteers to Volunteers.
participate in workshops or seminars b. The code of conduct will be provided
on topics related to their duties (e.g., to all Hostel Staff and Volunteers upon
understanding mental illness, non- commencing employment at the
violent crisis intervention, care Hostel and will be posted in a
planning, community resources, etc). conspicuous place within the Hostel’s
premises.
4.11 Staffing Levels c. The code of conduct must specify that
a. The Hostel Operator, acting all Hostel Staff and Volunteers are in a
reasonably, shall ensure a sufficient position of power in their relationships
number of qualified Hostel Care Staff with Tenants and as such must
are available at all times to ensure conduct themselves accordingly.
697876 V13 21Regional Municipality of Waterloo Domiciliary Hostel Standards 2009
d. Hostel Operators and all Hostel Staff following endorsements: Cross
and Volunteers are to refrain from Liability with a Severability of Interests
developing personal relationships with clause; Blanket Contractual Liability;
Tenants, within or outside the home, Products and Completed Operations
and are prohibited from entering into Liability; and Personal Injury Liability;
sexual relationships with any Tenant. c. ensure that all required insurance
e. Policies, procedures and protocols policies shall be with an insurer
related to threats to the personal licensed to sell insurance in the
safety of all Tenants, particularly those Province of Ontario and shall include
who are most vulnerable, shall be in a waiver of subrogation as respects
place in a form acceptable to the the Region. The Hostel Operator's
Region and shall include, without insurance shall be primary coverage
limitation: and will not call into contribution any
i. definitions and indicators of other insurance available to the
psychological abuse, financial Region; and
abuse, physical abuse, sexual d. The Hostel Operator shall forthwith
abuse, threats and neglect; provide certificate(s) of insurance to
ii. procedures for Hostel Staff to the Region evidencing all required
report, document and investigate insurance policies and thereafter any
suspected threats to personal renewals thereof and such policies
safety; shall contain a provision that the
iii. training for all Hostel Staff on insurer shall not cancel, or materially
violence/abuse prevention; and change coverage without providing
iv. procedures to deal with aggressive the Region at least thirty (30) days
Tenants. prior written notice. The insurance
requirements stated herein shall not
4.13 Insurance limit, reduce, or waive any of the
Hostel Operators must maintain Hostel Operator’s obligations to
insurance coverage as per the indemnify the Region.
Agreement with the Region.
Hostel Operators will: 4.14 Inspection
a. hold a policy of public liability and Hostel Operators must, on an annual
property damage insurance basis, provide proof that the following
acceptable to the Region, providing inspections of the Hostel have occurred
insurance coverage in respect of any and that any deficiencies noted therein
one claim to a limit of $2,000,000 per have been rectified.
claim or occurrence, exclusive of a. Fire Inspections - All Hostels shall
interest and costs, against the loss or adhere to and comply with the
damage resulting from bodily injury, provisions of the Fire Code, made
death, loss of or damage to property; pursuant to the Fire Protection and
b. name the Region and its respective Prevention Act, 1997. The Fire Code
agents, officials, officers and will be used to inspect, test and
employees as Additional insureds and maintain all Hostels. For a full list of
such insurance shall include the regulations, Hostel Operators should
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