COMMUNITY SPECIAL HOUSING 

HOMELESS SHELTER POLICY AND PROCEDURES FOR TENANTS AND STAFF 

 

 

Homeless Shelter Policies and Procedures 

For Tenants (Residents) 

1. Admission and Intake 

  • All tenants must complete an intake form and assessment before admission. 

  • Priority is given based on vulnerability, family status, and availability of space. 

  • Tenants must agree to abide by shelter rules. 

2. Hours of Operation 

  • Shelter is open 24/7. 

  • Quiet hours are from 10 PM to 6 AM. 

3. Behavior and Conduct 

  • Respectful and non-violent behavior is mandatory. 

  • No harassment, discrimination, or disruptive behavior will be tolerated. 

  • Use of drugs or alcohol on shelter premises is strictly prohibited. 

  • Weapons and illegal substances are forbidden. 

  • Any form of theft or damage to property will result in immediate termination of residency. 

4. Safety and Security 

  • Tenants must keep their belongings in designated areas. 

  • The shelter is not responsible for lost or stolen items. 

  • Visitors must be approved by staff and sign in/out. 

  • Fire drills and safety procedures must be followed at all times. 

5. Health and Hygiene 

  • Tenants are encouraged to maintain personal hygiene and keep their sleeping areas clean. 

6. Overnight Stay 

  • Tenant may come and go in the shelter, but at night time they must respect the other tenants sleep time. 

7. Meals and Services 

  • Meals are provided: breakfast, lunch and dinner 

  • Tenants should notify staff of any dietary restrictions. 

8. Case Management and Support Services 

  • Tenants are encouraged to participate in case management to support their transition out of homelessness. 

  • Referrals to healthcare, counseling, employment, and housing services are available. 

9. Grievances and Complaints 

  • Tenants may submit complaints or concerns to shelter management in writing or verbally. 

  • All grievances will be addressed promptly and fairly. 

 

For Staff 

1. Code of Conduct 

  • Staff must treat all tenants with respect, dignity, and confidentiality. 

  • Maintain professional boundaries at all times. 

  • Report any conflicts of interest or unethical behavior. 

2. Confidentiality 

  • Protect the privacy of tenants and their personal information. 

  • Share information only with authorized personnel or with tenant consent. 

3. Safety Procedures 

  • Ensure the shelter environment is safe and secure. 

  • Conduct regular safety checks and fire drills. 

  • Report any hazards or incidents immediately. 

4. Tenant Support 

  • Assist tenants with intake, needs assessments, and referrals. 

  • Encourage participation in support services and case management. 

  • Manage conflicts and de-escalate tense situations professionally. 

5. Documentation and Reporting 

  • Keep accurate records of tenant intake, incidents, and service delivery. 

  • Report serious incidents to management and appropriate authorities as required. 

6. Training and Development 

  • Participate in ongoing training related to homelessness, trauma-informed care, and crisis intervention. 

  • Stay informed about local resources and regulations. 

7. Emergency Response 

  • Follow emergency protocols for fire, medical emergencies, or security threats. 

  • Coordinate with emergency services as needed. 

8. Staff Meetings and Supervision 

  • Attend regular staff meetings and supervision sessions. 

  • Provide feedback and collaborate on shelter improvements. 

 

 

 

 

 

 

BREAKDOWN OF POLICY AND PROCEDURES  

1. Safety Procedures and Emergency Plans 

a. Fire Safety 

  • Conduct monthly fire drills with tenants and staff. 

  • Clearly mark all exits and keep them unobstructed. 

  • Fire extinguishers must be available and inspected regularly. 

  • Staff and tenants must know evacuation routes and assembly points. 

b. Medical Emergencies 

 

  • Immediately call 911 for life-threatening situations. 

  • Document all medical incidents and notify management. 

c. Security Measures 

  • Monitor entry points and maintain visitor logs. 

  • Prohibit weapons and illegal substances on premises. 

  • Respond promptly to incidents of violence or threats. 

  • Coordinate with local law enforcement when necessary. 

d. Reporting Hazards 

  • Staff and tenants should report unsafe conditions immediately. 

  • Management will address hazards within 24 hours where possible. 

 

2. Intake and Assessment Process 

a. Intake Procedure 

  • New arrivals must complete an intake form covering personal details, health status, and immediate needs. 

  • Staff conduct a brief interview to assess vulnerability and risks. 

  • Explain shelter rules and tenant rights during intake. 

  • Obtain consent for participation in services and confidentiality policies. 

b. Needs Assessment 

  • Identify priority needs such as medical care, mental health, substance abuse, or employment assistance. 

  • Develop a personalized plan in collaboration with the tenant. 

  • Schedule follow-up meetings for ongoing support. 

c. Documentation 

  • Maintain confidential files for each tenant with intake and assessment information. 

  • Update records regularly to reflect changes or progress. 

 

3. Grievance and Complaint Handling 

a. Submission of Complaints 

  • Tenants can submit grievances verbally or in writing to any staff member or designated complaint officer. 

  • Complaints can concern safety, treatment, or service issues. 

b. Investigation Process 

  • Staff will acknowledge receipt of the complaint within 24 hours. 

  • Investigate the matter promptly and confidentially. 

  • Interview involved parties and gather evidence if applicable. 

c. Resolution and Follow-Up 

  • Provide tenants with a response or resolution within 7 business days. 

  • Take corrective action as necessary. 

  • Document complaints and outcomes in a grievance log. 

  • Ensure no retaliation against tenants who file complaints. 

 

4. Code of Conduct Specifics 

a. Professionalism 

  • Staff must maintain respectful, non-judgmental attitudes at all times. 

  • Avoid favoritism or discrimination. 

  • Keep professional boundaries, avoiding personal relationships with tenants. 

b. Confidentiality 

  • Respect tenant privacy and do not share personal information without consent. 

  • Discuss sensitive issues only in appropriate settings. 

c. Conflict of Interest 

  • Disclose any potential conflicts immediately to management. 

  • Avoid situations that could compromise impartiality. 

d. Accountability 

  • Report any unethical behavior or violations to supervisors. 

  • Participate actively in training and supervision. 

 

5. Case Management and Support Services 

a. Individualized Support Plans 

  • Work with tenants to develop goals for housing, employment, health, or education. 

  • Monitor progress regularly and adjust plans as needed. 

b. Referrals 

  • Connect tenants with external agencies for medical care, mental health services, substance abuse programs, legal aid, and employment support. 

  • Follow up to ensure services are accessed and effective. 

c. Crisis Intervention 

  • Provide immediate support during personal crises, including counseling or connecting to emergency resources. 

  • Train staff in trauma-informed care principles.