Sample_HOP_AHOP_ Policies_ Procedures_2011 by wuzhengqin

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									Aboriginal Homeless Outreach
                 and
Homeless Outreach Programs
   Sample Policies and Procedures
           for Outreach Service Providers




                March 2011
Table of Contents
INTRODUCTION............................................................................................................. 3
What are Policies & Procedures? .................................................................................... 3
What are the Characteristics of a Good Policy and Procedure? ..................................... 3
WORKING WITH CLIENTS............................................................................................. 4
   Client Complaints and Conflict Resolution ................................................................... 5
   Client Eligibility/Service Restriction .............................................................................. 6
   Rental Supplement Client Selection ............................................................................. 8
   Non-Discrimination ...................................................................................................... 9
   Working with Transgendered People ......................................................................... 10
STAFF SAFETY AND TRAINING.................................................................................. 11
   Outreach Staff Safety and Security ............................................................................ 12
   Staying Safe when Working Alone ............................................................................. 13
   Prevention of Infections, Infectious Diseases, Exposure to Blood and Body Fluids, and
   the Safe Handling of Needles .................................................................................... 17
   Staff Eligibility, Selection and Remuneration .............................................................. 18
   Staff Training and Orientation .................................................................................... 19
   Non-Violent Crisis Intervention Training and/or De-Escalation Training ..................... 20
   Criminal Record Checks for Staff ............................................................................... 21
   Driver’s Abstract and License .................................................................................... 22
   Critical Incident Response and Reporting .................................................................. 24
   Media Policy .............................................................................................................. 27
INFORMATION MANAGEMENT AND PROTECTION OF PRIVACY ............................ 29
   Information Management/Record Keeping ................................................................. 30
   Information Technology ............................................................................................. 33
   Storing Client Consent Forms .................................................................................... 36
   Client Protection of Privacy ........................................................................................ 37
FINANCIAL MANAGEMENT ......................................................................................... 39
   Record Keeping in Accordance with Generally Accepted Accounting Principles ........ 40
   Spending Authority .................................................................................................... 41
REFERENCES.............................................................................................................. 42




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Sample Homeless Outreach Policies and Procedures March 2011
INTRODUCTION                                 What are Policies & Procedures? 1

One of the Program Principles of the          A policy is an organization’s official position on a
Aboriginal/Homeless Outreach                 certain topic. It is intended to guide decisions
Program is transparent and                   and actions. It addresses what should happen
accountable operations. In order to          and why. It is usually crafted as a broad
ensure that the program is conducted         statement using generalized language.
in this way, service providers are
required to develop meaningful               Example: “Reaching-Out Outreach Foundation
policies and procedures. In addition,        wishes to positively and accurately portray its role
safety protocols must be in place to         to the public. Therefore the Foundation is
ensure the safety of staff and clients       committed to ensuring quality two-way
and to ensure a welcoming, safe and          communication with members of the media”.
secure service environment.
                                             A procedure is a written description of the usual
The purpose of this document is to           way of doing something. It explains how an
provide a range of examples of               organization wants something to be done. It is
required policies and procedures to          usually crafted to be specific, tangible, precise
assist outreach service providers in         and factual.
developing their own. These
examples are not intended to be              Example:
reproduced directly and can be               Telephone Procedure
seen as a starting point for an               Answer the phone
Outreach Service Provider in                  Write message on the duplicate pad
producing policies and procedures             Place top copy in the employee’s message
that are meaningful and appropriate             box
for their own operations.                     File completed duplicate message books.

The policies and procedures in this          What are the Characteristics of a
document are, for the most part, an          Good Policy and Procedure? 2
amalgamation of actual policies and
procedures from shelters and outreach
                                             When writing policies and procedures use the
service providers that are currently
                                             following techniques
operating. All sources for these
                                                   Write as you would speak - use the active
policies and procedures are listed in
                                                     voice and the present tense
the References Section at the end of
the document.                                      Use common words – avoid jargon,
                                                     duplication and long phrases
This document includes policies and                Write short sentences and paragraphs
procedures that were developed for                 Limit adjective use
use by shelters as many of the                     Eliminate unnecessary information
situations that shelter providers and
outreach service providers face are
similar.

The fictitious Reaching-Out Outreach         1
                                               From online course - “Writing Effective Policies and Procedures” -
Foundation (ROOF) is used in all             Charity Village Campus Courses at www.charityvillage.com
                                             2
examples.                                      From online course - “Writing Effective Policies and Procedures” -
                                             Charity Village Campus Courses at www.charityvillage.com
                                                                                                          3

   Sample Homeless Outreach Policies and Procedures March 2011
WORKING WITH CLIENTS

The HOP and AHOP Support Service Agreements provide the following direction on policies and
procedures for working with clients:

SCHEDULE A, SECTION E.1. CLIENT ACCESS AND TREATMENT

The Provider will ensure that:
 services will be accessible to Clients regardless of race, religion, culture, sexual orientation, gender
   identity, social condition, or, when possible, level of physical ability;
 each Client accessing Services is accorded independence from the religious, political and social beliefs or
   affiliations of the Provider’s employees and volunteers;
 while discriminatory criteria for admission are not tolerated, the Provider is not expected to deliver Services
   to individuals in circumstances where the safety and/or security of the staff or any other individual may be
   threatened;
 service restrictions for particular populations, including those who are using substances, must be based on
   a clear service mandate and respective written policies;
 an atmosphere of dignity and respect for all Clients is to be maintained; and documented operating written
   policies are in place, including a system for review of complaints and conflict resolution.

SCHEDULE D, SECTION A.1. CLIENT ELEGIBILITY

The Provider may exclude people from accessing the Services but only if the Provider has clearly written
policies and procedures that:
 define reasons for, and conditions of, expulsion;
 are clear and simple to understand;
 describe the conditions and process for re-admission, including the appeal and complaints procedure; and
 require reasonable efforts to provide an appropriate referral.

In this Section, the following examples are presented:

   Client Complaints and Conflict Resolution
   Client Eligibility/Service Restriction
   Rental Supplement Client Selection
   Non-Discrimination
   Working with Transgendered People




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Sample Homeless Outreach Policies and Procedures March 2011
                                         Sample Policy & Procedure

              REACHING-OUT OUTREACH FOUNDATION (ROOF)
                     Client Complaints and Conflict Resolution3
        APPROVED:                          APPROVED BY:                        POLICY NO:

Policy

The Reaching-Out Outreach Foundation (ROOF) believes that feedback is important. Outreach
Program clients must be provided with an opportunity to express their concerns and/or
complaints. Staff has a duty to listen to and consider what is being said, and to provide the client
with a response.

Procedure

To ensure that client concerns/complaints are handled in a consistent and responsive way, the
ROOF has implemented the following procedure:

       1. Outreach Workers will provide all new clients with information on the client complaints
          procedure when they begin receiving outreach services.

       2. Whenever possible, the Outreach Worker first hearing the concern/complaint will attempt
          to resolve it by using active listening and conflict resolution skills.

       3. If the client remains angry or concerned, the Outreach Worker will offer the client the
          opportunity to complete a formal client complaint form. The Outreach Worker will submit
          this form to their Outreach Supervisor.

       4. The Outreach Supervisor will address all written formal complaints within five business
          days and notify the client upon resolution. In the event that the client is not accessible or
          has no known contact information, the Outreach Supervisor will retain the resolution until
          the client is accessed.

       5. If the Outreach Supervisor is unable to resolve the complaint, they will forward the formal
          client complaint form and all relevant documentation to the Executive Director.

       6. The Executive Director will address all written formal complaints within 14 business days
          and notify the client upon resolution. In the event the client is not accessible or has no
          known contact information, the Executive Director will retain the resolution until the client
          is accessed.

       7. Clients also have the right to access the Board of Directors and/or BC Housing. In these
          cases the Outreach Worker will provide the client with the mailing address of the
          Reaching-Out Outreach Foundation Board of Directors and/or BC Housing.




3
    Adapted from the Prince George Native Friendship Centre: Client Complaint and Dispute Resolution Policy and Procedure
                                                                                                                            5

Sample Homeless Outreach Policies and Procedures March 2011
                               Sample Policy & Procedure

             REACHING-OUT OUTREACH FOUNDATION (ROOF)
                     Client Eligibility/Service Restriction
    APPROVED:                    APPROVED BY:                 POLICY NO:

Policy

The target population of the Homeless Outreach and Aboriginal Outreach Programs are the
Absolute Homeless over the age of 19. The Reaching-Out Outreach Foundation (ROOF) takes
steps to ensure that this population is targeted by Outreach Workers.

The Absolute Homeless are defined as individuals and families who are living in:

         o   Public spaces without legal claim (e.g. on the streets, in abandoned buildings, in tent
             cities);
         o   A homeless shelter;
         o   A public facility or service (e.g. hospital, care facility, rehab or treatment centre,
             correctional facility) and cannot return to a stable residence; or
         o   Individuals and families who are financially, sexually, physically or emotionally
             exploited to maintain their shelter.

Although the Absolute Homeless are the intended clients of the Homeless Outreach and
Aboriginal Homeless Outreach Programs; given the diverse nature of the Client population,
ROOF also makes efforts to accommodate a range of clients, including the Hidden Homeless
and those At Risk of Homelessness.

Due to safety concerns and the fact the children fall under the jurisdiction of the Ministry of
Children and Family Development, ROOF does not normally provide services to children under
the age of 19.

Procedure for Providing Services to Homeless Clients

   1. Outreach Workers will go out into the community to find clients “where they are at”.

   2. Outreach Workers will frequent places in the community where they know that they will
      be able to approach the Absolute Homeless. These places may include food banks,
      campsites, etc.

   3. Outreach Workers will ask each client their homeless status and record this in the
      client’s files and the BC Housing Homelessness Services database.

Procedure for Service Restriction to Children under the Age of 19 Years

   1. Outreach Workers will not provide services to any child under the age of 19 years
      unless:

             a. The child is accompanied by the child’s parent(s); or

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Sample Homeless Outreach Policies and Procedures March 2011
                                         Sample Policy & Procedure

                 b. The child is referred to the Outreach Worker by a social worker, acting under the
                    Child, Family and Community Service Act.

       2.   If a child presents themselves to an Outreach Worker, requesting Services, the
            Outreach Worker:

                 a. Will immediately inform the Ministry of Children and Family Development (MCFD)
                    that the child is homeless, and request instructions on how to proceed;
                 b. Will document the date and time of their contact with MCFD, the name of the
                    MCFD worker spoken to and the instructions received and agreed to; and
                 c. May, if requested by MCFD, provide services to the child until MCFD is able to
                    make other arrangements.

Procedure for Service Restriction to Adult Clients4

       1. The Reaching-Out Outreach Foundation may decide to restrict services to clients under
          the following conditions:

                 a. The client exhibits violent or abusive behavior towards the Outreach Worker or
                    other ROOF staff that cannot be resolved through attempting de-escalation or
                    conflict resolution. In this case, services can be restricted immediately pending a
                    review of client behavior. This review will be completed by the Outreach
                    Supervisor within 30 days of the incident.
                 b. The Outreach Worker feels uncomfortable working with the client. The Outreach
                    Worker should discuss this immediately with their Supervisor in order to work out
                    a plan for continuation of services to the client with another Outreach Worker.

            2. Service restriction means that ROOF Outreach Workers will no longer provide a
               client with referrals and/or services until a process for re-admission has been
               completed and it has been determined that the client does not pose a danger to the
               Outreach Worker.

            3. Clients may be re-admitted by making a written or verbal appeal to the ROOF
               Outreach Supervisor. The ROOF Outreach Supervisor will provide the client with a
               decision detailing conditions for re-admission to the program based on the original
               reasons for service restriction. Conditions for re-admission will be determined jointly
               by the service provider and the client.




4
    Adapted from Raincity Policy: Homeless Outreach Program Client Eligibility 2010
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Sample Homeless Outreach Policies and Procedures March 2011
                             Sample Policy & Procedure

         REACHING-OUT OUTREACH FOUNDATION (ROOF)
                    Rental Supplement Client Selection
    APPROVED:                  APPROVED BY:                 POLICY NO:

Policy

The Reaching-Out Outreach Foundation (ROOF) is committed to selecting clients for rental
supplements in an open, fair, consistent and non-discriminatory way. The following procedure
outlines how clients are selected to receive the supplement.

Procedure

   1. Client must be on the ROOF Outreach client list.

   2. Rent supplements may not be withheld from a client on the basis of ethno-cultural
      background, religious beliefs, physical disability, mental health status, gender identity,
      and/or sexual orientation.

   3. Clients who have income must be at, or below, the Core Need Income Threshold. Core
      Need Income Thresholds for an area are based on 30% of the median market rent for
      that region.

   4. Outreach Workers will review the client’s proof of income and assets and keep copies of
      such proof on file, in order to ensure the client has an income below the Core Need
      Income Threshold.




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Sample Homeless Outreach Policies and Procedures March 2011
                             Sample Policy & Procedure

         REACHING-OUT OUTREACH FOUNDATION (ROOF)
                                 Non-Discrimination
    APPROVED:                  APPROVED BY:                POLICY NO:

Policy

The Reaching-Out Outreach Foundation believes that all homeless persons age 19 and over
have the right to access outreach services, regardless of ethno-cultural background, religious
beliefs, physical disability, mental health status, gender identity, and/or sexual orientation.

Procedure

   1. ROOF will ensure that they are informed about sensitivity to different ethno-cultural
      backgrounds, religious beliefs, physical disabilities, mental health conditions, gender
      identities, and/or sexual orientations.

   2. ROOF will seek out training for their Outreach Workers on these issues through groups
      such as Shelternet and PRISM.

   3. ROOF will engage in conversations on sensitivity and non-discrimination with all new
      Outreach Workers and ensure that they are familiar with the policy and procedure.

   4. Outreach workers will treat clients based on the client’s behaviour, instead of how they
      expect clients will behave.

   5. Supervisors will engage regularly in dialogue with Outreach Workers on sensitivity and
      non-discrimination in order to ensure that the policy of non-discrimination is being
      followed.




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Sample Homeless Outreach Policies and Procedures March 2011
                             Sample Policy & Procedure

         REACHING-OUT OUTREACH FOUNDATION (ROOF)
                   Working with Transgendered People
    APPROVED:                  APPROVED BY:                 POLICY NO:

Policy

ROOF acknowledges that transgendered people face multiple barriers in accessing services
from shelters and in the community. ROOF’s policy on working with transgendered clients seeks
to ensure the safety and dignity of transgendered people receiving Outreach Services.

ROOF serves clients according to their self-identified gender and is committed to working with
shelters and other service providers to eliminate barriers for transgendered people through
education, respect, and a pro-active approach.

Procedure

   1. ROOF will ensure that they are informed about the diversity of sexual orientations and
      gender identities.

   2. In order to ensure their Outreach Workers have relevant training, ROOF will seek out
      training on transgendered issues through groups such as Shelternet and PRISM.

   3. ROOF will engage in conversations on gender identities with all new Outreach Workers
      and ensure that they are familiar with the policy and procedure.

   4. When Outreach Workers are working with a transgendered client, they will not make
      assumptions about the person’s gender, but instead will ask the client how he or she
      would like to be identified.

   5. Outreach workers will treat clients based on the client’s behaviour, instead of how they
      expect clients will behave.

   6. Outreach Supervisors will engage regularly in dialogue with Outreach Workers on
      working with people of all gender identities in order to ensure that the policy of non-
      discrimination is being followed.




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Sample Homeless Outreach Policies and Procedures March 2011
STAFF SAFETY AND TRAINING

The HOP and AHOP Support Service Agreements provide the following direction on staff safety and
training:

SCHEDULE E, SECTION D. STAFF REQUIREMENTS

For all staff providing the Services, whether part-time or full-time, paid or voluntary (the Staff), the Provider will:

   have written policies on eligibility, selection, remuneration, training, safety and security. The Safety and
    Security policies and procedures must be in accordance with current Occupational Health and Safety
    Regulations contained within the Workers Compensation Act of BC;
   ensure the Staff have the appropriate skills, training and qualifications for the tasks that they perform;
   ensure the Staff have, at minimum, the following:
       o       orientation on the Services and Standards specified in this Agreement;
       o       orientation on the Provider’s standards, written policies and procedures related to the Services,
               including health and safety procedures. This will include written policies and procedures to deal
               with prevention of infections, infectious diseases, exposure to blood and body fluids, and the
               safe handling of needles;
       o       training on food safety and nutritional standards for handling food in accordance with provincial
               regulations;
       o       crisis prevention and/or de-escalation training, non-violent intervention; and
       o       standard First Aid and CPR. At least one staff member certified in Standard First Aid and the
               appropriate CPR level training must be on duty at all times; plus
   ensure that the Staff undergoes a criminal record check in accordance with provincial and federal
    requirements, and keep evidence on file that the criminal record check was completed.

In this section, the following examples are presented:

   Outreach Staff Safety and Security
   Staying Safe when Working Along
   Prevention of Infections, Infectious Diseases, Exposure to Blood and Body Fluids, and the Safe Handling of
    Needles;
   Staff Eligibility, Selection and Remuneration
   Staff Training and Orientation
   Non-Violent Crisis Intervention Training and/or De-Escalation Training
   Criminal Record Checks for Staff
   Driver’s Abstract and Record




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Sample Homeless Outreach Policies and Procedures March 2011
                              Sample Policy & Procedure

         REACHING-OUT OUTREACH FOUNDATION (ROOF)
                      Outreach Staff Safety and Security
    APPROVED:                   APPROVED BY:                POLICY NO:

Policy

Staff safety and security is a top priority at the Reaching-Out Outreach Foundation (ROOF).
ROOF management ensures that staff has appropriate training and is well informed on all
ROOF safety procedures.

Procedure

    1. Within 1 week of beginning employment at ROOF, new Outreach Workers will be given
       training on the following safety and security policies and procedures:

            a. Staying Safe when Working Alone
            b. Prevention of Infections, Infectious Diseases, Exposure to Blood and Body
               Fluids, the Safe Handling of Needles
            c. Critical Incident Response and Reporting

    2. New Outreach Workers will be provided with training in the following areas within 6
       months of beginning employment at ROOF:

            a. Non-violent crisis intervention training and/or de-escalation training
            b. Other training, as appropriate to their position

    3. New Outreach Workers will be required to sign a form indicating that they have received
       the appropriate orientation and training.

    4. These forms will be kept on file as per the information management policy.




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Sample Homeless Outreach Policies and Procedures March 2011
                             Sample Policy & Procedure

         REACHING-OUT OUTREACH FOUNDATION (ROOF)
                     Staying Safe when Working Alone
    APPROVED:                  APPROVED BY:                POLICY NO:

Policy

The Reaching-Out Outreach Foundation (ROOF) does not encourage Outreach Workers to
work alone. In some situations, there is no other option and an outreach worker has to work
alone. In these circumstances, the Outreach Worker’s Supervisor must know where the
Outreach Worker working alone is at all times. A communication protocol for the outreach
worker to alert co-workers when he/she becomes uncomfortable or feels threatened while
working alone is understood by all employees.

Procedure

In order to ensure the safety an Outreach Worker who is working alone, ROOF adheres to the
following procedure:

   1. Whenever possible, Outreach Workers will work in teams of two.

   2. An Outreach Worker working alone will let their Supervisor know their itinerary for the
      day.

   3. The Outreach Worker will set up a check-in time with their Supervisor.

   4. If the Outreach Worker fails to check-in at the agreed upon time, their Supervisor will call
      their cell phone and then their home phone to ensure their safety.

   5. If the Outreach Worker’s plans change while they are in the field, they will call to advise
      their Supervisor of this change of plans.

   6. The office will keep a record of all staff vehicle make, model, color and license plate
      numbers.

   7. If an Outreach worker feels unsafe about visiting a client alone, they will not go without a
      second outreach worker or another ROOF staff member.

   8. ROOF will keep client records and ensure all Outreach Workers are aware if a client is
      known to be aggressive, hostile or potentially violent.

   9. ROOF will provide education to Outreach workers on how to avoid potentially dangerous
      situations.

   10. A guide sheet of Safety Tips will be provided to all new employees (see attached).

Communication Protocol

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Sample Homeless Outreach Policies and Procedures March 2011
                              Sample Policy & Procedure


In order to ensure the safety an Outreach Worker who is working alone, a communication
protocol is in place to allow an Outreach Worker to alert a co-worker or their Supervisor if they
are feeling threatened or uncomfortable.

   1. All Outreach Workers will have the number of their Supervisor and another co-worker on
      speed dial on their cell phone.

   2. Outreach Workers will carry their cell phones with them at all times when they are in the
      field and will ensure that their cell phone battery is adequately charged.

   3. In the event that an Outreach Worker feels threatened or uncomfortable while working
      with a client, they will remove themselves from the situation as soon as possible and
      make a phone call to their Supervisor to alert them to the situation using an agreed upon
      safety phrase.

   4. In the event that an Outreach Worker is not able to contact their Supervisor, they will
      leave a message and next place a call to a co-worker who is also aware of the
      communication protocol.

   5. If the situation is judged by the Outreach Worker to be serious, they will first call 911
      before following this communication protocol.




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Sample Homeless Outreach Policies and Procedures March 2011
                               Sample Outreach Worker Safety Tips5
Note: These guidelines are intended as only one part of an agency’s overall safety
policies and procedures

       1. Your supervisor needs to know where you will be at all times.

       2. Learn as much as possible about the situation before setting out to do outreach.

       3. Do not plan outreach in areas which you have a good reason to believe are inherently
          dangerous.

       4. Be aware of gang areas and their colours. Avoid wearing those colours.

       5. Always carry business cards and identification with you.

       6. Inform collaborating agencies of your presence.

       7. Introduce yourself and inform people what you are doing and why.

       8. Do not stand and argue with someone who does not agree with what you are doing.

       9. Outreach is preferable conducted in two-person teams. No team member should
          conduct outreach activities along unless receiving prior approval from their supervisor.

       10. Do not approach those who are giving “signs” that they do not want to be bothered.

       11. Do not be critical of your partner in public while conducting outreach. Always present
           yourself as a team.

       12. Wear comfortable clothes and shoes. Do not overdress.

       13. Do not carry valuables or other personal possessions such as jewellery, large amounts
           of money, radios, laptops, etc. If carrying incentives, make arrangements to hold these
           in a secure place.

       14. Do not remain in a spot where you are privy to a drug deal in process or where one is
           being set up to “go down”. Leave the area immediately without drawing attention to
           yourself or others.

       15. Do not linger with a person who you know is holding illicit drugs.

       16. Do not interrupt the sale of sex or drugs for money. Leave the area immediately without
           drawing attention to yourself or others.

       17. Do not counsel or play the role of a social worker on the streets.

       18. Maintain confidentiality with all clients you meet.

5
    Provided at Shelternet Conference, October 2010

Sample Homeless Outreach Policies and Procedures March 2011
   19. Do not accept gifts, food or any merchandise from clients.

   20. Do not give or lend money to clients.

   21. Do not accept or hold any type of controlled substance.

   22. Never enter any clients’ cars, homes or any enclosed area.

   23. Tell clients approximately when you will be back and where you can be reached.
       Provide clients with a business card.

   24. Develop a contingency plan for worst-case scenarios or dangerous situations with your
       partner and supervisor.

   25. Keep your supervisor informed of any unusual developments.

   26. In case of an emergency, call or have another person call 911. Do not separate from
       your partner unless you feel that staying would increase your danger.




Sample Homeless Outreach Policies and Procedures March 2011
                            Sample Policy & Procedure

     THE REACHING-OUT OUTREACH FOUNDATION (ROOF)
  Prevention of Infections, Infectious Diseases, Exposure to
  Blood and Body Fluids, and the Safe Handling of Needles
    APPROVED:                 APPROVED BY:               POLICY NO:

Policy

The Reaching-Out Outreach Foundation is committed to minimizing the risk posed to staff by
infections, infectious diseases, exposure to blood and body fluid, and needles.

Procedure

   1. Outreach Workers will see their doctor about getting appropriate vaccinations against
      common diseases within two (2) weeks of starting work at ROOF.

   2. Outreach Workers will never approach a client when there is a chance of exposure to
      blood and body fluids. In a situation where it appears that the client is in need of
      assistance, the Outreach Worker will call an ambulance and remain with the client until
      help arrives, unless it is dangerous to do so.

   3. Outreach Workers will wear appropriate footwear when walking in areas where there
      may be needles on the ground. They will not approach anyone who is holding a needle
      or approach any needles on the ground.

   4. If an Outreach Worker is poked accidentally by a needle, he or she will be medically
      checked immediately, within two hours. The risk of contracting HIV and/or Hepatitis C is
      low. The area where they were poked will be washed thoroughly with non-abrasive soap
      and water. The Outreach Worker will get blood work done (test for HIV and Hepatitis C)
      and will be retested in three months.




                                                                                              17
Sample Homeless Outreach Policies and Procedures March 2011
                                       Sample Policy & Procedure

              REACHING-OUT OUTREACH FOUNDATION (ROOF)
                  Staff Eligibility, Selection and Remuneration6
       APPROVED:                          APPROVED BY:                          POLICY NO:

Policy

The Reaching-Out Outreach Foundation (ROOF) is committed to selecting staff using an open
and transparent procedure and to providing them with fair remuneration. All Outreach Workers
employed by ROOF are recruited, assigned, transferred, and promoted on the basis of
qualifications, suitability, and merit.

Procedure

       1. ROOF will publicly post all outreach positions for a minimum of one (1) week.

       2. All prospective candidates will be interviewed by a minimum of two ROOF employees,
          one of whom will be a Supervisor, a Deputy Director or the Executive Director.

       3. ROOF will check and document three references prior to hiring.

       4. ROOF will not discourage former clients from applying for appropriate positions.

       5. ROOF will select candidates based on his or her education, experience and the
          interview process.

       6. ROOF will set salary and benefit scales according to trends, requirements and ability to
          pay.




6
    Adapted from Options Services to Community Society: Policy and Procedures
                                                                                                 18
Sample Homeless Outreach Policies and Procedures March 2011
                                        Sample Policy & Procedure

              REACHING-OUT OUTREACH FOUNDATION (ROOF)
                                 Staff Training and Orientation7
       APPROVED:                           APPROVED BY:                        POLICY NO:

Policy

The Reaching-Out Outreach Foundation (ROOF) provides or arranges for staff training and
development program that builds employee skills and abilities to help ensure that employees
are qualified to fulfill their job responsibilities and to promote awareness and sensitivity to the
cultural backgrounds and needs of their clients.

Procedure

       1. ROOF will maintain a Staff Development Fund for the training and professional
          development needs of regular employees.

       2. ROOF will be up-to-date on the training provided by Shelternet and other programs such
          as the Human Services Certificate and provide opportunities for Outreach Workers to
          attend these programs.

       3. ROOF will provide training to Outreach Workers on an ongoing basis through direct
          monthly supervision meetings and through bimonthly training sessions. Outreach
          Workers are required to attend.

       4. ROOF will document staff attendance at required training sessions. No exemptions from
          training will be granted. If an Outreach Worker is unable to attend training, they will be
          scheduled for the next available opportunity. ROOF will keep a record of pre-ROOF
          employment training and in-service training (documents of attendance and completion)
          in Outreach Worker personnel files.

       5. The Outreach Supervisor is responsible for ensuring that Outreach Workers have
          appropriate and current training in all required areas.

       6. The Outreach Supervisor will evaluate and adjust Outreach Workers training
          requirements on an annual basis if needed.




7
    Adapted from Options Services to Community Society: Staff Training Policy and Procedure
                                                                                                      19
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                             Sample Policy & Procedure

          REACHING-OUT OUTREACH FOUNDATION (ROOF)
         Non-Violent Crisis Intervention Training and/or De-
                         Escalation Training
    APPROVED:                  APPROVED BY:                 POLICY NO:

Policy

The Reaching-Out Outreach Foundation (ROOF) is committed to ensuring that Outreach
Workers have the appropriate training in non-violent crisis intervention and/or de-escalation
training.

Procedure

   1. When an Outreach Worker is hired, ROOF will determine whether they have had non-
      violent crisis intervention training and/or de-escalation training.

   2. ROOF will work with the Outreach Worker to develop a training plan which will ensure
      that the Outreach Worker will receive the training appropriate to their position within six
      (6) months of their employment at ROOF.




                                                                                                20
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                             Sample Policy & Procedure

         REACHING-OUT OUTREACH FOUNDATION (ROOF)
                      Criminal Record Checks for Staff
    APPROVED:                  APPROVED BY:                POLICY NO:

Policy

The Reaching-Out Outreach Foundation (ROOF) seeks to ensure the safety of staff and clients
through criminal record check which are conducted for all new Outreach Workers.

Procedure

   1. Within two (2) weeks of beginning employment at ROOF, an Outreach Worker will
      provide their Outreach Supervisor with a criminal record check (CRC). The cost of
      obtaining a CRC is generally covered by the Outreach Worker.

   2. Supervisors will keep proof of the criminal record check on file in a secure location.
      Access to employees’ CRCs will be limited to their Supervisor.




                                                                                               21
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                             Sample Policy & Procedure

         REACHING-OUT OUTREACH FOUNDATION (ROOF)
                         Driver’s Abstract and License
    APPROVED:                  APPROVED BY:                 POLICY NO:

Policy

The Reaching-Out Outreach Foundation is committed to ensuring the safety of staff and clients
by ensuring that a driver’s abstract and license is kept on file for all ROOF Outreach Workers
who will be operating a vehicle as part of their job.

Procedure

  1. When a new Outreach Worker begins working at ROOF who will be expected to operate
     a vehicle as part of their job, they will provide the Outreach Supervisor with their driver’s
     abstract and license.

  2. The Outreach Supervisor will take a photocopy of the Outreach Worker’s driver’s abstract
     and license and will keep it in the Outreach Worker’s file.

  3. If the Outreach Worker obtains a new driver’s license, they will provide their Supervisor
     with a copy.




                                                                                                 22
Sample Homeless Outreach Policies and Procedures March 2011
CRITICAL INCIDENTS

The HOP and AHOP Support Service Agreements provide the following direction on critical incidents:

SCHEDULE A, SECTION B.6. COMMUNICATION WITH BC HOUSING

The Provider will:
a. as soon as is reasonably possible, provide BC Housing with details on all incidents significant enough to
threaten the continuous operation of the Services or that may attract public or media scrutiny, such as all
outbreaks of infectious diseases and the death of clients and staff on site;

In this section, the following examples are presented:

   Critical Incident Response and Reporting
   Media Policy

Other Safety Policies and Procedures can be found in the “Working with Clients” and “Staff Safety and
Training” sections of this document.




                                                                                                               23
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                                        Sample Policy & Procedure

              REACHING-OUT OUTREACH FOUNDATION (ROOF)
                     Critical Incident Response and Reporting8
       APPROVED:                          APPROVED BY:                           POLICY NO:

Policy

The Reaching-Out Outreach Foundation (ROOF) makes every effort to ensure the safety of its
clients and staff. All threats will be taken seriously. In the event of a critical incident, the safety
and well-being of the affected individual is the primary concern.

Critical Incidents are defined as those incidents which are serious in nature and have a
significant impact upon staff and are not viewed as normal occurrences or behaviours.

Critical Incidents may include, but are not limited to, the following:

          Aggression/assault
          Death
          Earthquake
          Fire
          Hostage Taking
          Illness/Injury
          Substance abuse
          Suicide threats/attempts
          Weapons

Procedure

       1. When a critical incident occurs, Outreach Workers will respond immediately with the
          appropriate assistance (i.e., 911, RCMP, Health and Safety Warden or designate).

       2. After every critical incident, Outreach Workers will notify their Outreach Supervisor
          and/or Executive Director and complete a Critical Incident Report (see attached).

       3. The Outreach Supervisor will immediately notify the Executive Director if this has not
          already been done.

       4. Supervisors are aware of the symptoms of critical incident stress and what services are
          available to them and their staff following a critical incident.

       5. In situations where stress debriefing is required, the Outreach Supervisor will ensure that
          appropriate action is taken and that Outreach Workers are provided stress debriefing on
          a priority basis.

       6. The Outreach Supervisor will report a critical incident to ROOF’s BC Housing’s Non-
          Profit Portfolio Manager or Portfolio Managers as soon as reasonably possible.

8
    Adapted from Community Connections Revelstoke: Critical Incident Procedure
                                                                                                     24
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                             Sample Policy & Procedure


   7. The Outreach Supervisor will conduct a broad review of all the steps taken in response
      to the incident and review with the Executive Director with 30 days of the critical incident.




                                                                                                25
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                                   Critical Incident Reporting Form9

Date of Critical Incident: ______________________________

Time of Critical Incident: ______________________________

Location of Incident: ______________________________

Staff Person Involved: ______________________________



Description of Incident:




Immediate Action:




Follow-Up Action taken:




HOP Supervisor                                                       Date

______________________________                                       ________________________

Health and Safety Manager                                            Date

______________________________                                        ________________________




9
    Adapted from Community Connections Revelstoke Critical Incident Reporting Form
                                                                                                 26
Sample Homeless Outreach Policies and Procedures March 2011
                                Sample Policy & Procedure

            REACHING-OUT OUTREACH FOUNDATION (ROOF)
                                         Media Policy
       APPROVED:                  APPROVED BY:                  POLICY NO:

Policy

The Reaching-Out Outreach Foundation (ROOF) is committed to ensuring that ROOF
employees understand their roles and responsibilities in interaction with the media, especially in
the event of an emergency or critical incident.

ROOF understands that media inquiries are often time sensitive and may approach an issue
from a variety of angles and that it is therefore imperative that ROOF have an organized system
and process in place to respond to media inquiries. Responses must be provided quickly, with
accurate information that delivers ROOF’s position in a concise and direct fashion.

Procedure10

      1. Media inquiries will be handled only by authorized staff.

      2. Personnel are not permitted to speak on behalf of ROOF without the permission of the
         Executive Director or designate.

      3. Any employee who receives a request for information or an interview by the media will
         contact the Executive Director or designate immediately.

      4. Staff will be provided with the Executive Director’s contact information in the event that
         they are contacted by the media after hours.

      5. Client information will not be shared with the media without the client’s written consent.

      6. Media will not be allowed into ROOF program sites or onto ROOF properties without the
         permission of the Executive Director or designate.

Procedure: What to do if a reporter calls or is on scene?

      1. Tell the media you’ll have someone get back to them as soon as possible (give a
         timeframe, if possible).

      2. Ask the reporter the following information (and write it down):
               Name of the reporter, phone number and media outlet
               What information is the reporter looking for?
               What is the reporter’s deadline?
               What is the best way to reach the reporter?

10
     Adapted from Options Media Policy
                                                                                                      27
Sample Homeless Outreach Policies and Procedures March 2011
                            Sample Policy & Procedure

   3. Let the reporter know that you will have someone follow up with them as soon as
      possible. Remember there is no such thing as “off the record”. Follow up immediately
      with the Executive Director or designate to respond.

   4. Tell them you will have someone get back to them and ensure someone does.

   5. All statements are to be approved by the Executive Director or designate.




                                                                                             28
Sample Homeless Outreach Policies and Procedures March 2011
INFORMATION MANAGEMENT AND PROTECTION OF PRIVACY
The HOP and AHOP Support Service Agreements provide the following direction on information
management and the protection of privacy policies:

SCHEDULE A, SECTION G.3. INFORMATION MANAGEMENT

The Provider will:
 ensure that appropriate information technology written policies are in place and consistently practiced by all
   staff to ensure security of the data;
 treat as confidential all information or material provided to the Provider, or any subcontractor, by BC
   Housing, by Clients, or by third parties, if the information concerns Clients and is relevant to this
   Agreement;
 Safeguard records and not permit their disposition or destruction without the prior written consent of BC
   Housing, except as required by applicable law, including the Document Disposal Act.
 produce and deliver to BC Housing statements and other reports in accordance with this Agreement, and
   supply to BC Housing for statistical purposes, in a format requested by BC Housing, information
   concerning the Services that BC Housing may request from time to time;
 follow the Freedom of Information and Protection of Privacy Act and the Personal Information Protection
   Act;

This section of the Support Service Agreement describes in detail the manner in which records and information
should be retained and disposed. For more detail, please refer to this section of the Homeless Outreach
Program or Aboriginal Homeless Outreach Support Service Agreements.

In this Section, the following examples are presented:

   Information Management/Record Keeping
   Information Technology
   Storing Client Consent Forms
   Client Protection of Privacy




                                                                                                             29
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                                        Sample Policy & Procedure

              REACHING-OUT OUTREACH FOUNDATION (ROOF)
                   Information Management/Record Keeping11
       APPROVED:                          APPROVED BY:                       POLICY NO:

Policy

Information is a corporate resource of the Reaching-Out Outreach Foundation (ROOF). It
belongs to the organization, not to individual employees, Programs, or Society departments.
ROOF maintains an information management system that enables it to plan, manage, evaluate,
safeguard, and dispose of information in a consistent, planned manner.

Procedures

Society records

ROOF records consist of any information created, received, deposited, or held by a ROOF
employee, Program, department, or administrative branch and used to support a ROOF function
or to conduct Foundation business.

Records created or accumulated by employees in the execution of their Foundation duties are
ROOF records and subject to the policies and procedures of ROOF. These records must be
managed as part of the Society’s information management system. Records created by
volunteers and contract workers performing work under the direction of a Foundation employee
are Foundation records subject to the policies and procedures of the Foundation. ROOF
records are maintained and managed as part of the information management system.

The Executive Director is responsible for the Reaching-Out Outreach Foundation’s information
management system.

Guidelines are in place to ensure that:

       1. Responsibility is assigned for generating and circulating required materials;

       2. Required information is generated in a dependable, timely manner;

       3. Confidentiality is protected wherever necessary; and

       4. Clear formats and guidelines are used for producing, classifying, storing, reporting,
          circulating, and disposing of information.

Classification of records

ROOF’s records classification systems promote the effective use of Foundation information by
providing a consistent standard for the description and inventory of Foundation records and by
improving control and accessibility.

11
     Adapted from The Elizabeth Fry Society of Greater Vancouver Information Management Policy and Procedures
                                                                                                                30
Sample Homeless Outreach Policies and Procedures March 2011
                              Sample Policy & Procedure


ROOF uses two primary classification systems:

   1. The Centralized Filing System for administrative records common to all bodies (including
      general administration; management of buildings, properties, equipment and supplies;
      financial management; personnel management; and electronic/information technology);
      and

   2. Program Records Classification System for records of Programs or departments.

All files must be kept in appropriate, designated locations so they may be located at any time.

The central file system is located at Head Office and is maintained through the office of the
Executive Director.

Files are sorted alphanumerically in a file cabinet, file box, or other storage arrangement that is
labelled (for example, Financial Records) and dated by the year.

Forms of records

Electronic records and electronic mail

Electronic records and mail must comply with the ROOF’s policies on Information Technology.
(See – Information Technology.)

Voice mail

Voice mail recorded on ROOF equipment is a Foundation record subject to the same guidelines
as other Foundation records.

Voice mail records are, as a rule, transitory records. When no longer required, they may be
destroyed.

In the rare case where voice mail is required for ongoing legal, fiscal, audit, administrative or
operational purposes, it must be transcribed or transferred to another storage medium for
retention. Retained messages must be classified according to Foundation policy regarding
central filing or program files.

Faxes

All faxes sent must comply with ROOF policy.

Printed material

All printed material is to be uniform in appearance and conform to ROOF standards.

Forms management

The objectives of forms management are to:

   1. Assist employees in managing and utilizing Society forms;
                                                                                                    31
Sample Homeless Outreach Policies and Procedures March 2011
                              Sample Policy & Procedure


   2. Encourage the effective use of forms (including electronic format) as a way of managing
      information;

   3. Control the proliferation of forms by eliminating those that are out-of-date, inefficient, or
      redundant; and

   4. Promote the use of report templates to facilitate standardized reporting and accurate
      tabulation of information.

The Society maintains an intranet site that contains the most up-to-date and accurate versions
of forms. Where they exist, employees are required to use standardized forms.

Responsibility for maintaining records

Each Society department is responsible for maintaining all documentation required for its
functioning. Each Program is responsible for maintaining all required documentation regarding
its administration and reporting responsibilities, client admissions, Program participation,
discharges, and service hours as specified by the funder and/or the Society. The Society
maintains a record of all contractual obligations.

Production and circulation

In order to ensure required information is generated on time to the correct destination,
individuals and bodies responsible use checklists of required activities, reports, and/or data to
be generated, and cross-reference them to timelines. Taking into account three overlapping
cycles of organization activities, lists of required materials and timelines are prepared annually
by the CQI Committee and the Executive Director and forwarded to the appropriate individuals
and bodies.

Information Management training

Within 2 weeks of beginning employment at ROOF, new employees will receive training in
information management.




                                                                                                  32
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                              Sample Policy & Procedure

         REACHING-OUT OUTREACH FOUNDATION (ROOF)
                             Information Technology
    APPROVED:                  APPROVED BY:                 POLICY NO:

Policy

The Reaching-Out Outreach Foundation (ROOF) protects the confidentiality of client and
business data by maintaining computer security that meets or exceeds industry standards. The
security includes hardware and software applications as well as limited security access using
user names and passwords.

Information handled by computer systems must be adequately protected against unauthorized
access, modification, disclosure, or destruction. Effective controls for logical access to
information resources minimize inadvertent employee error and negligence, and reduce
opportunities for computer crime.

Fulfillment of security responsibilities is mandatory and violations of security requirements may
be cause for disciplinary action, up to and including dismissal, civil penalties, and criminal
penalties.

Procedure

Access Codes and Passwords for ROOF’s Computer Systems

   1. The confidentiality and integrity of data stored on ROOF’s computer systems is
      protected by access controls to ensure that only authorized users can gain access.
      Access privileges are restricted to only those capabilities that are appropriate to each
      user's job duties (this includes limiting the installation of software to IT staff).

   2. Each user is responsible for the security of his or her assigned passwords. Passwords
      should not be written down. Users must not disclose passwords to others and must
      immediately change passwords if it is suspected that they have become known to
      others.

   3. Where possible, passwords must be a minimum of seven characters in length and be
      comprised of a combination of letters, numbers and special characters. The use of
      proper names, dates, phone numbers and words that can be found in a dictionary must
      be avoided.

   4. Passwords must be changed at least every 90 days, if not prompted automatically by the
      system.

   5. Some systems provide the ability to save a password so that it does not need to be
      entered the next time the application is run. This can provide easy access to systems for
      an unauthorized user. Under no circumstances should passwords to ROOF’s systems
      be saved in an unencrypted format.

                                                                                                 33
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                            Sample Policy & Procedure

   6. When a user walks away from a computer they are logged on to, they must either log off
      or lock the computer. This applies even if the user is only leaving the computer
      unattended for a short period of time.

   7. All users acknowledge their reading and understanding of computer security issues each
      time they log on to a Society computer system.

Access Codes and Passwords for the HSS Database

   1. The confidentiality and integrity of data stored on the HSS Database is protected by
      access controls to ensure that only authorized users can gain access.

   2.    ROOF has one worker ID and password and one supervisor ID and password for the
        HSS database. ROOF staff who will be expected to enter and access data in the HSS
        database will be given the appropriate ID and password.

   3. Each user is responsible for the security of the ID and password. Passwords should not
      be written down. Users must not disclose passwords to others who are not authorized to
      access the HSS database.

   4. ROOF will contact the Business Support Manager at BC Housing to change passwords
      if it is suspected that the confidentiality of the HSS ID and password has been broken.

   5. ROOF will also request a new password from the Business Support Manager at BC
      Housing in the event that an HSS user leaves their employment at ROOF.

   6. When a user walks away from a computer they are logged on to, they must either log off
      or lock the computer. This applies even if the user is only leaving the computer
      unattended for a short period of time.

Computer Viruses

Computer viruses are programs designed to make unauthorized changes to programs and data.
Therefore, viruses can cause destruction of ROOF’s resources and are much easier to prevent
than cure.

Defences against computer viruses include protection against unauthorized access to computer
systems, using only trusted sources of data and programs, and maintaining virus-scanning
software.

   1. Users must not knowingly introduce a computer virus into ROOF’s computers.

   2. Users must not load diskettes, CD-ROM's, USB memory devices or other portable media
      of unknown origin.

   3. All incoming diskettes, CD-ROM's, USB memory devices and other portable media must
      be scanned for viruses before the files that they contain are opened.

   4. Any user who suspects that his/her ROOF laptop or workstation has been infected by a
      virus must immediately power off the workstation and contact IT Department.

                                                                                             34
Sample Homeless Outreach Policies and Procedures March 2011
                             Sample Policy & Procedure

Bypassing or Breaching Security Measures

   1. Attacks against ROOF systems come from many sources both internal and external
      ROOF’s computer networks. Security measures, such as a firewall and intrusion
      detection system, have been put in place to protect ROOF from breaches that originate
      from outside sources.

   2. Any activity that bypasses or is intended to bypass the security measures that are in
      place to protect ROOF’s networks is in contravention of this policy and may lead to
      disciplinary action.

Inappropriate Use

Inappropriate use of ROOF’s information technology includes, but is not limited to:

   1. Unauthorized access, alteration, destruction, removal, and/or disclosure of data,
      information, equipment, software, or systems;

   2. Deliberate over-extension of the resources of a system or interference with the
      processing of a system;

   3. Disclosure of confidential passwords and/or access devices or information for accounts,
      equipment, and telephone voice mail;

   4. Unauthorized use of ROOF facilities and resources for commercial purposes;

   5. Theft of resources;

   6.   Malicious or unethical use; and

   7. Use that violates provincial or federal laws.

Monitoring System Use

   1. The Manager of Information Technology is responsible for monitoring the system for
      security. In the course of monitoring individuals improperly using the system, or in the
      course of system maintenance, the Manager of Information Technology may also
      monitor the activities of authorized users.

   2. Anyone using ROOF’s system expressly consents to such monitoring and is advised that
      if such monitoring reveals possible evidence of criminal activity, system personnel may
      provide the evidence of such monitoring to law enforcement officials or the Executive
      Director for disciplinary action.




                                                                                                 35
Sample Homeless Outreach Policies and Procedures March 2011
                               Sample Policy & Procedure

          REACHING-OUT OUTREACH FOUNDATION (ROOF)
                          Storing Client Consent Forms
    APPROVED:                   APPROVED BY:                POLICY NO:

Policy

The Reaching-Out Outreach Foundation (ROOF) is committed to ensuring that proof of client
consent is retained on file.

Procedure

   1. Outreach Workers will give all new clients the opportunity to complete a client consent
      form.

   2. Outreach Workers will file these forms in client files and keeps them in accordance with
      the information management policy.

   3.     If a client begins receiving services from ROOF and the Outreach Worker is unsure
         whether they have signed a client consent form in the past, the Outreach Worker will
         check the files. If no form has been signed or an Outreach Worker is unable to verify,
         they will have the client complete a new Client Consent form which will be stored as per
         the procedure above.




                                                                                                36
Sample Homeless Outreach Policies and Procedures March 2011
                                         Sample Policy & Procedure

              REACHING-OUT OUTREACH FOUNDATION (ROOF)
                                    Client Protection of Privacy12
       APPROVED:                            APPROVED BY:                         POLICY NO:

Policy

The Reaching-Out Outreach Foundation (ROOF) values and protects confidentiality of client
information. For ROOF to work effectively, clients must have confidence that information they
provide will be safeguarded appropriately. ROOF complies with British Columbia’s Personal
Information Protection Act (PIPA), which governs how personal information is to be collected,
protected, used, and disclosed

Procedure - General

        1. ROOF has chosen an employee to act as a privacy officer and ensure compliance with
           PIPA.

        2. ROOF collects only the client information required for the purpose of ensuring that
           Outreach Workers can be effective at assisting clients and for reporting purposes.

        3. Clients sign a consent form before ROOF workers enter data into the Homelessness
           Services Database. If Clients do not sign a consent form, they are entered as an
           “anonymous client” in the database and their personal information is not shared with BC
           Housing.

        4. All discussions about clients, all client case records, and all other material containing
           information about clients are treated as confidential;

        5. Client files are kept secure and locked;

        6. Access to client files is only permitted to appropriate, authorized persons. These include
           clients; parents or legal guardians, where appropriate; employees authorized to see
           specific information on a “need-to-know” basis; and others outside the Foundation whose
           access is permitted by law.

        7. Clients or other people are not left unattended with confidential material.

        8. Computers are not left unattended with client information on the screen. Computers are
           password protected, and passwords must not be shared or written down

Procedure - Working Notes & Off-Site Documentation

In Programs where client contact is off-site or where client working notes must be secured
outside the Program’s regular office, it is important to ensure confidentiality is respected both
verbally and in written form. To achieve this, the following additional procedures are required:

12
     Adapted from The Elizabeth Fry Society of Greater Vancouver Confidentiality of Client Information Policy and Procedures
                                                                                                                               37
Sample Homeless Outreach Policies and Procedures March 2011
                             Sample Policy & Procedure


   1. Wherever possible, off-site information will have minimal identifying information (e.g.,
      initials).

   2. If confidential material is kept in a vehicle during working hours, the vehicle must be
      locked at all times and the material stored out of view. No confidential material is to be
      left in a vehicle overnight.

   3. Any confidential information kept at an employee’s home must be secured. No
      confidential information is to be stored on home or personal computer hard drives.
      Computer disk files must be password protected.

   4. Working notes must be brought into the office and securely stored or destroyed in a
      confidential manner every three months. A cross-hatch shredder is recommended.

   5. Upon client discharge, all written information/notes on the client kept outside the office
      must be returned for secured filing or destruction.

Procedure – Responding to Requests for Personal Information

    1. If a client seeks access to her or his own personal information, ROOF will make a
       reasonable effort to help the client. The request should be forwarded to the Privacy
       Officer.

    2. ROOF will respond to the client as accurately and completely as reasonably possible
       within 30 business days.




                                                                                                   38
Sample Homeless Outreach Policies and Procedures March 2011
FINANCIAL MANAGEMENT
The HOP and AHOP Support Service Agreements provide the following direction on financial
management:

SCHEDULE A, SECTION D. FINANCIAL MANAGEMENT:

The Provider will establish written policies and procedures for effective control of finances for the Services
and, in particular, will:

   ensure that sound financial operating written policies and procedures are in place, including;
   clearly defined spending authority; and
   record keeping in accordance with Generally Accepted Accounting Principles (GAAP).

In this section, the following examples are presented:

   Record Keeping in Accordance with Generally Accepted Accounting Principles
   Spending Authority




                                                                                                                 39
Sample Homeless Outreach Policies and Procedures March 2011
                            Sample Policy & Procedure

         REACHING-OUT OUTREACH FOUNDATION (ROOF)
    Record Keeping in Accordance with Generally Accepted
                    Accounting Principles
    APPROVED:                 APPROVED BY:               POLICY NO:

Policy

ROOF is committed to maintaining their financial records in accordance with generally accepted
accounting principles (GAAP).

Procedure

   1. ROOF applies generally accepted accounting throughout the Foundation.

   2. ROOF will ensure that the person responsible for the Foundation’s accounting and
      financial reporting follows GAAP principles when preparing Homeless Outreach or
      Aboriginal Homeless Outreach Program financial statements.

   3. All financial statements submitted by ROOF to BC Housing for the Homeless Outreach
      or Aboriginal Homeless Outreach Program will include information specific to the
      Aboriginal Homeless Outreach or Homeless Outreach Program only.




                                                                                            40
Sample Homeless Outreach Policies and Procedures March 2011
                                        Sample Policy & Procedure

              REACHING-OUT OUTREACH FOUNDATION (ROOF)
                                           Spending Authority13
       APPROVED:                           APPROVED BY:                        POLICY NO:

Policy

The Reaching-Out Outreach Foundation (ROOF) is committed to spending Aboriginal Homeless
Outreach and Homeless Outreach Program funds in accordance with program principles and to
meet program goals. For this reason, ROOF’s spending authority for Homeless Outreach
Program funds is clearly defined in the following procedure.

Procedure

       1. The Outreach Supervisor is responsible for disbursement of all funds which include:

                a. Program Expenses
                b. Rent Supplement Payments

       2. The Outreach Supervisor may delegate the disbursement of some funds to Outreach
          Workers to meet client needs and for Rent Supplement Payments. This delegation is
          limited to $300 per transaction. In circumstances where Outreach Workers are required
          to disburse more than $300, sign-off from their Supervisor is required.

       3. The Outreach Workers are not empowered to delegate the use of Homeless Outreach or
          Aboriginal Homeless Outreach funds to any other party.

       4. The Outreach Supervisor and Outreach Workers will:

                a. Ensure that funds are used for the purpose for which they were received
                b. Verify receipt of goods and services
                c. Ensure that there is appropriate supporting documentation (receipts, etc)




13
     Adapted from Dalhousie University Financial Policy and Procedure: Spending Authority
                                                                                                41
Sample Homeless Outreach Policies and Procedures March 2011
REFERENCES
Information in this document has been compiled using information such as existing policies and
procedures, websites and client brochures from the following organizations:

       Charity Village Website
       Community Connections Revelstoke
       Shelternet
       Prince George Native Friendship Centre
       Options Services to Communities Society
       Dalhousie University Website
       The Elizabeth Fry Society of Greater Vancouver
       BC Housing
       Raincity Housing


Acknowledgements

BC Housing acknowledges the support of the non-profit agencies who deliver emergency
shelter and homeless outreach and aboriginal homeless outreach services in British Columbia,
many of whom submitted their current policies so that BC Housing could learn from existing best
practices.




Information provided as public service only—disclaimer of warranty and liability
The information and documents in this publication are provided by the BC Housing Management
Commission (BC Housing) solely as a public service. Any persons or business entities using any of the
information or documents provided in this document do so at their own risk. This document and all of the
information and documents contained therein are provided “as is” without warranty, whether express or
implied, of any kind. All implied warranties, including without limitation, implied warranties of
merchantability, fitness for a particular purpose and non- infringement are expressly disclaimed.
Under no circumstances will BC Housing be liable in any manner whatsoever to any person or business
entity who uses in any way the documents or information from this document or from any other
documents or web sites to which this document refers, for any direct, indirect, special, incidental,
consequential, or other damages including without limitation, lost profits, business interruption, or loss of
programs.

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Sample Homeless Outreach Policies and Procedures March 2011

								
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