Client Services Review

Background:
In 2004, the City of Toronto undertook a Quality Assurance (QA) Review to ensure that all shelters funded by the City were in compliance with the Toronto Shelter Standards (2002). The aim of this Q.A. review was to facilitate continuous improvement in the delivery of services at all 65 of the City’s homeless shelters.

• At the end of phase one of the QA review, five key areas were identified in the Staff Report (2006) as requiring further evaluation:
• access to shelters
• service restrictions
• complaints management
• case management services
• housing support services.

In the fall of 2007, as part of a more complete evaluation of these five areas, Hostel Services initiated the Client Services Review. The goal was to gather feedback directly from shelter clients on the effectiveness of the Toronto Shelter Standards in helping them manage and/or
end their homelessness.

This direct feedback was gathered through client forums and one-on-one client surveys. Results will prove instrumental in informing future policies and programs related to homelessness, and the revision of the Toronto Shelter Standards.

Review Description:

• This research project was completed by an outside consultant, R.A. Malatest & Associates Ltd. A community reference group provided leadership for the Review, while a Client Advisory Group gave feedback from the shelter resident’s point of view. The client advisory group consisted of nine current and former shelter residents, and made recommendations on survey methodology and tools used in the Review.
  
• The Client Services Review includes two main research components: a background review
  to help develop the research approach and tools to be utilized, and one-on one client surveys at pre-selected shelter sites. The background review encompasses similar studies done across Canada, and documents and statistics currently on file with the City of Toronto.
  
• 515 current or recent (within the last 12 months) shelter clients were surveyed. An incentive of $10.00 was given to each respondent for participating in the survey.
  
• To compliment the shelter client survey, homeless people currently living on the streets were interviewed to find out why they chose not to use homeless shelters, and a series of four moderated client forums provided further information to researchers and City of Toronto staff .
  
• Information gathering was reliable and representative. A random selection of shelters was used, including: large and small, gender specific or not, general and specialty shelters. Data collection occurred in various languages including French, Spanish, Arabic, Cantonese, Vietnamese and Serbian.

Review Objectives:
The objectives of the Client Services Review were:

• Assess the awareness of the Shelter Standards among clients
  
• Determine if the Shelter Standards were met from the clients perspective
  
• Evaluate the clients’ view of the appropriateness of the services
  
• Explore clients perspective of the services offered
  
• Examine if the Shelter Standards provide essential services
  
• Explore potential changes to the Shelter Standards
  
• Expand the profile of shelter clients

High Level Results
The Client Services Review final report identifies a number of findings based around what shelter clients feel is working and what they would like to see improved. Results were also broken down by Policy Area.

What Shelter Clients Feel is Working

• Provision of essential needs including appropriate sleeping arrangements and clean bedding.
  
• Respect for the diversity of clients’ and for their personal rights, including gender, personal information, cultural/religious beliefs and sexual orientation.
  
• Level of kindness and respect displayed by shelter staff.
  
• The level of services and information being provided at admission. Shelter rules and the residential rights and responsibilities are explained, and basic needs are being addressed.
  
• Overall, clients are generally satisfied with the shelter system.

What Shelter Clients Would Like to See Improved

• Decision making processes. More than half of surveyed clients felt they did not have input into the decision making process at the shelter.
  
• Complaints processes. 59% of those filing a formal complaint in the last 12 months, felt nothing had been done to address it. Of complaints acted upon, 39% were not happy with the results.

View the final report

Contact

For more information about the Client Services Review, contact: Trish Horrigan at thorrig@toronto.ca or 416-397-4240.