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The Resident-Client Advocate provides information, advice and education to inform and support residents, clients and families regarding the advocacy process and what options are most likely to have a positive or desired outcome. If issues arise, the Resident-Client Advocate can assist in helping to establish a plan of intervention towards an acceptable resolution. In some situations, the Resident-Client Advocate may act as a coach for the resident, client or family member, assisting them to mediate and/or negotiate the solution themselves.

In other situations and with prior consent, the Resident-Client Advocate may assume the role of acting on a resident’s or family’s behalf to mediate the issue with the responsible staff. The Resident-Client Advocate is also available to work with Residents' Councils and Family Committees in understanding individual and system advocacy and assisting them in their own advocacy efforts. The Long-Term Care Homes & Services Division offers the skills and expertise of the Resident-Client Advocate as a value-added resource, should there be a need for this additional support.

The Resident-Client Advocate is employed by the City of Toronto Long-Term Care Homes & Services Division but operates at arm's length from the homes and community programs. The Resident-Client Advocate reports directly to the General Manager and can act as a helpful third-party resource for residents/clients and/or family members in resolving issues or concerns.

The Resident-Client Advocate's office is fully accessible and residents, clients and families are able to meet at this Metro Hall location or an alternative location as desired. However, experience has shown that the majority of contact with residents, clients and families can be successfully conducted over the phone and therefore the need to meet in person does not need to be a barrier.

Rates for living in a long-term care home are set by set by the Ministry of Health and Long-Term Care. You can obtain this information from their website or contacting your local Community Care Access Centre.

The steps in the application process are:

• Apply through your local Community Care Access Centre (CCAC)
• Once approved for admission, the CCAC will stay in touch regarding expected date of admission
• Once admitted, a social worker will assist with transition into the home
• Upon admission, the care team will begin an assessment of care needs, in conjunction with the resident and his/her family
• The new resident and his/her family will receive an orientation to the home

You may wish to take a tour of the home to assist your decision-making. Call the Manager of Programs and Services to arrange a tour.

All homes offer dementia care, Gentlecare™, physiotherapy, occupational therapy, dental care, optometry, complementary care, art and music therapy, community outreach including volunteer programs, spiritual and religious care and formal advocacy program. For specialized services including behavioural support, young adult care, language and cultural services, please refer to the Commitment to Care Services Chart.

Programs and Services staff plan one-to-one activities and/or take activities to residents’ rooms if they are unable to participate in group activities. Also, staff and volunteers can assist residents in getting to the location of the activities if they are unable to get there on their own.

Music therapy is the skillful use of music and musical elements by an accredited Music Therapist to promote, maintain and restore mental, physical, emotional, and spiritual health.

Art therapy provides a safe and structured setting to help residents express thoughts or feelings in a verbal or non-verbal way.

Complementary care offers the resident comfort, relaxation and a sense of well-being. Care includes aromatherapy, light massage and various other techniques to assist residents who can benefit from this type of comfort, especially those who are palliative, cognitively impaired, or socially isolated.

On average, each home has a recreational activity planned outside the home once per month.

The Adult Day Program is a supervised program where seniors in the community come to have a "day out", to participate in social and health promotion activities, and to share a nourishing noon meal with other program participants.

The program provides: social and recreational activities, assistance with Activities of Daily Living (ADL's), nourishing meals and snacks, health and wellness promotion activities and on-going assessment.

The program serves individuals living in the community who are physically frail, have a cognitive impairment, or are socially isolated. There are no residency requirements to apply to the Adult Day Program.

The cost of the Adult Day Program is $20 per day per participant. However, rate reductions are available, based on individual income.

Adult Day Programs are currently offered at Bendale Acres, Cummer Lodge, Kipling Acres and Wesburn Manor. Note, the program at Wesburn Manor is in partnership with Etobicoke Services for Seniors, and offered for seniors with mild cognitive impairment.

Contact the Adult Day Program that you are interested in, and the staff will guide you through the application process.

The Toronto Long-Term Care Homes & Services Division has worked with the LGBT community to develop LGBT positive environments and services. Intensive awareness building, education, service design and partnerships with the LGBT community have been established at Fudger House, Kipling Acres, and True Davidson Acres; all homes are accepting and inclusive.

We value all diversity and have established practice and collaborative partnerships with cultural, ethno-racial and linguistic communities in Toronto. To meet the needs of residents and improve access to care, special language and cultural services are offered at select homes, including Armenian, Cantonese, Estonian, French, Ismali, Japanese, Jewish, Korean, Mandarin, and Tamil. Staff is very diverse as are the volunteers so there are interpreters available in most homes.

Each home has a contracted Coordinator of Spiritual and Religious Care available to support residents and families in meeting their spiritual and religious care needs. The Coordinator works with multi-faith community leaders to ensure that residents' traditions and beliefs are respected.

The family is asked which funeral home the resident or the family would prefer. Sometimes, families ask for the funeral or memorial services to take place at the home and this request can usually be accommodated.

The legislation does not allow a resident to be evicted from a long-term care home. However, if a resident has behaviours that present a risk to him/her or others, the home may work with the family and other health care providers to access a more appropriate health care organization in accordance with the legislation.

All family committee meetings are open to all family members (defined as: two or more people, whether living together or apart, related by blood, marriage, adoption, partner or commitment to care for one another) to attend and there is no election or appointment process in order to join the family committee.

If you are interested in joining the Home Advisory Committee, contact the Administrator to determine if vacancies exist. Even if there are no vacancies, the Administrator would be pleased to discuss the many ways you can contribute your ideas and expertise to enrich the home’s culture of caring.

The purpose of the Home Advisory Committee is:

1. To advise home management, on issues related to resident care and the needs of seniors in the community;
2. To promote and encourage activities to enhance the quality of life for residents, including physical care, comfort, spirituality and psychological well-being;
3. To act as systemic advocates, making suggestions related to the rights and common good of residents of the home;
4. To promote effective community linkages;
5. To receive regular reports on quality improvement initiatives, and to provide feedback to the Administrator on these reports, from the community perspective.

Minutes of meetings are posted or are available in each home and can be obtained from the Manager of Programs and Services.

The home is required to report back to the Residents’ Council and/or Family Committee when a request to address an issue has been raised. This can be addressed through different avenues. When an issue is raised, the Manager of that service area could be invited to a meeting to hear and address the issue/concern directly. If the Residents' Council or Family Committee request formal (written) follow-up, Long-Term Care Homes & Services has a policy to respond to the Council/Committee in writing within 21 days. At times, this will be a complete response. If more time is required for a comprehensive response, the Residents' Councils/Family Committee will be informed.

Gifts to Toronto Long-Term Care Homes & Services can take several forms. Some of these include:

1. Memorial Donations
2. Pledges contributed monthly or over a number of years
3. Bequests to the home
4. Gifts of cash or appreciated property
5. Gifts of life insurance
6. Charitable remainder trusts
7. Gifts of securities
8. Gifts of Residual Interest.

You can make donations via cash, cheque or credit card.

Yes, you may direct your donation within the home. The choices include:

1. Programs & Services (Adult Day Program, Spiritual & Religious Care)
2. Volunteers
3. Toronto Challenge
4. General Donations

Yes, a tax receipt will be issued for any monetary donation over $20.00 for those donors that request a tax receipt.

Expenditures from donation accounts are not made for the ordinary operation and maintenance of the home. In general, donations are used to enrich/enhance the quality of life for residents. The Home Advisory Committee reviews all expenditure requests.

The Toronto Challenge is a 5K run, 5K walk & IK walk held on the second Sunday in June to raise awareness and funds for Toronto seniors across the City.

Yes, the Toronto Challenge helps to raise hundreds of thousands of dollars for residents in Toronto Long-Term Care Homes and for organizations serving seniors across Toronto. Funds raised help residents enjoy the little extras that make life more enjoyable - patio furniture, trips, and entertainment.
Click here for more information.

We offer three types of accommodation for residents, including

1. Private - one bed in a room with its own bathroom
2. Semi-Private - may be either one bed in a room with a shared bathroom or a room with two beds with a shared bathroom
3. Basic - two or more beds in a room with a shared bathroom

Yes, we have accommodations that are suitable for couples. Couples who would like to live together should discuss their request with their local Community Care Access Centre or the home of their choice.

You can't bring your pet to live with you. However, your pet may visit you in the home as long as all vaccinations are in order. Talk to the Manager of Programs and Services to learn about conditions that apply for pet visiting.

Yes, each resident is welcome to bring in items from home such as plants, television, computer, phone, etc. You may also bring personal items such as paintings, artwork, gifts and other memorabilia. We will need to ensure that the personal articles are appropriate for the room and that any electrical items are approved by the Canadian Standards Association.

Yes, you can. There is no restriction on individuals who smoke related to living in a long-term care home. However, residents must be able to smoke safely without supervision. All smoking must be done outside of the home except if the home offers a controlled smoking area. There are controlled smoking areas at Castleview Wychwood Towers, Fudger House and Kipling Acres.

Yes, all homes have rooms that may be pre-booked for private gatherings or parties.

Yes, limited free parking where available is open to family and friends to park for the duration of their visit.

Long-Term Care Homes & Services can provide assistance such as moving items upon arrival to the home. In addition, maintenance staff will be available to assist with room décor and a safety check of all electrical appliances.

Cleaning services are provided in accordance with the Ministry of Health and Long-Term Care Standards. The frequency and procedures are supportive of infection prevention and control practices. In general, the housekeeping staff work 7 days/week, but there are limited cleaning services provided during the evening hours.

Yes, Long-Term Care Homes & Services provide laundry service 7 days a week.

No, laundry service is offered for all residents in the home free of charge.

We recommend that residents have sufficient seasonal clothing for seven days or 8-12 full sets of clothing.

A mending and ironing service is available. This includes replacing buttons, repairing hems on dresses and pants, repairing small holes and tears, and ironing as needed.

Yes, families that wish to provide their own laundry service should speak with the Nurse Manager regarding this request to ensure that articles of clothing are not mistakenly sent to the laundry department.

Families can't pay for enhanced laundry service, but families may choose to provide their own laundry service or use the mending and ironing service for a small monthly fee. Personal laundries for use by residents/families are provided in some homes.

Yes, residents are able to establish and access a comfort account from which they are able to withdraw funds.

We work closely with residents and families to help residents feel welcome and at home. Discussions regarding the items that can be brought in should be discussed with the home that they are moving to. Toronto Long-Term Care Homes & Services have a Just for Families series of brochures with tips provided there. In addition, each home has a new residents' handbook with helpful hints about what to bring.

We encourage open visiting during day and evening hours. There are no set visiting hours. When visiting, please respect the rights of others for peaceful enjoyment. Visiting may be restricted at the request of a resident. Visiting may also be restricted during an outbreak.

There are no formal visiting hours for the homes.
For more info see our Just for Families brochures.

Residents are provided with three (3) well-balanced meals per day, as well as nourishments (fluids) between meals and snacks in the afternoon and evening.

Breakfast, lunch and supper are offered at set times. Options exist for residents who like to sleep later and enjoy a relaxed breakfast but this should be discussed with the Nurse Manager.

Residents are encouraged have meals in the dining room. In certain circumstances such as ill health, the care team may determine that resident needs are better met by receiving the meal on a tray and eating in their room or other locations.

We support and encourage friends and family who can contribute to the resident's nutrition and quality of life by providing familiar, favourite foods that may not be available on the home's menu.

To ensure the health and wellbeing of our residents, we encourage you to be familiar with and to follow safe food handling practices as set out by Toronto Public Health. For more information on food handling, please speak with the Nutrition Manager or Registered Dietitian.

You can obtain a sample of the food menu from our web site or speak to the Nutrition Manager in the home for information.

Yes, the weekly and daily menu is posted outside of each dining room for all residents to view.

Yes, we are able to meet many food requirements for residents who require a vegetarian, diabetic, gluten restriction or lactose restricted diet and for some cultural/ethnic/religious meals. The Registered Dietitian will complete a full nutritional assessment within the first 21 days after admission for all residents, including input from the resident and family. Nutritional reviews are completed quarterly after admission, and whenever there is a change in the resident’s health status.

We employ a number of registered dietitians who visit and work on a full time or part-time basis in each home. The dietitians plan menus, conduct nutritional assessments, manage nutritional care, review residents' nutritional status and plan the home's overall nutritional programs.

Yes, family or friends can purchase a meal ticket at the home and eat with their family members. Please speak with staff to find out how to make arrangements.

A set price is established based on current set prices.

The Homemakers & Nurses Services (HMNS) program is a community-based service, operated by the City of Toronto, Long-Term Care Homes & Services Division. The HMNS program purchases homemaking services from contracted community agencies on behalf of eligible individuals who reside within the City of Toronto, so that they can live independently in their own homes.

The HMNS program provides homemaking services such as light housekeeping, laundry, incidental grocery shopping, and light meal preparation for individuals who require assistance with household activities of daily living and have limited financial resources.

You may be eligible for the program if you are ill, convalescing, and elderly or disabled, have limited financial resources, are medically stable and living in the City of Toronto.

The Homemakers & Nurses Services program is funded by the City of Toronto and the Province of Ontario. A functional and financial assessment completed by an HMNS program caseworker will determine your eligibility for service. If you are not financially eligible for the program, you may need to pay a portion of the cost of the homemaking service.

For more information or to apply for the Homemakers & Nurses Service program, you can contact us at 416-392-8579, between the hours of 8:30 a.m. to 4:30 p.m., Monday to Friday (except for statutory holidays, when the office is closed). Click here for more information.

No, you may not provide your own nurse within the home as the Ministry of Health and Long-Term Care requires that all required nursing be provided by the home as part of its nursing and personal care package. However, some families like to purchase additional service beyond what is required. If you wish to do so, you may retain "companion". You must advise the home what activities you have retained him/her to do so that this can be entered in the plan of the care. Before retaining a companion", the applicant must complete a police reference check. Please find out how to do this from the Nurse Manager. The home will help you with this process.

Residents are assigned an attending physician at the time of admission, based on the workload of each physician and the resident home area where the resident will be residing. However, residents may retain their own family physician from the community if the physician is willing to comply with the requirements of the Ministry of Health and Long-Term Care and the City of Toronto. Speak to the Director of Nursing, Administrator or Medical Director if you have questions.

Yes, each Toronto Long-Term Care Home has at least one registered nurse on staff 24 hours 365 days a year.

Each classification of staff i.e. RN's or RPN's or PCA's have the same training. Assignments are "permanent" to promote continuity of care. However, if there are particular needs related to traditions or performance,speak with the Director of Nursing and she/he will discuss options with you.

The care team assesses the assistance that each resident requires and develops an individualized plan of care, including the type of assistance the resident requires.

Every mealtime is supervised by staff and staff are assigned to assist as required.

A Registered Nurse and a Registered Practical Nurse are professional nurses regulated under the College of Nurses of Ontario. Personal Support Workers are not nurses but have received education about the provision of personal care at the Community College (certificate) level. PSWs and PCAs are unregulated. Practical Care Aide (PCA) is the job title within the City of Toronto used to designate a PSW.

You may view the resident’s personal health information if you have power of attorney for personal care or have been given consent by the resident. The Personal Health Information Protection Act (PHIPA) sets out rules for authorized and unauthorized access to personal health information. If you are authorized for access, you may view the records in the presence of the Nurse Manager, attending Physician or designated staff. You may not remove the health records from the home. If you request a copy of a page or pages, please speak with the administrator who will be able to explain the process of to you.

(Resident) care conferences are meetings in which the interdisciplinary care team meets on a regular basis to plan and develop individual plan for care and service and evaluate the care and service that has been provided.

The resident care team is comprised of representatives from the various disciplines in the home, including: medicine, nursing, programs and services, food and nutrition, building services and administration. The resident and family/substitute decision-maker are also members of the team.

The division has a contract with a community-based medical pharmacy to meet the medication needs of all residents in the homes. The contracted pharmacy is required to comply with all requirements set out by the Ministry of Health and Long -Term Care and the City of Toronto. The pharmacists provide both dispensing and consulting services. In the community programs, clients and tenants use their own local pharmacists, however in supportive housing, limited services are available.

Only registered nurses and registered practical nurses, under the direction of the physicians, are responsible for administering medications.

An assistive device is any product or service that can help a person carry out daily activities with greater ease and independence. There are many assistive devices available on the market today including: communication aids, cognition aids, personal care aids, personal mobility aids and housekeeping aids.

We do not sell assistive devices. However many local pharmacies and medical supply stores carry assistive devices and have professional staff to assist in assessing need and requirements.

If financial assistance is required to cover the expense of the assistive device, the Assistive Devices Program (ADP), through the Government of Ontario, Ministry of Health and Long Term Care may cover a portion of the cost depending on the item or equipment. Please speak to the Nurse manager about the process.

These devices assist with writing, reading, speaking, hearing, communicating on the telephone and watching television.

These are devices that help a person to remember or learn new things such as turn-on/turnoff timers, illustrative calendars, tape-recorded books and newspapers.

These are devices to help with walking, transferring, turning, lifting and climbing stairs.

Personal mobility aids also include wheelchairs, bikes, scooters, and modified vehicles.

These are aids to help a person to be independent with cooking, eating and cleaning.

Toronto Long-Term Care Homes & Services have comprehensive emergency preparedness policies that cover a large variety of emergency situations. Emergency preparedness plans are tested on a regular basis. These plans include fire safety, evacuation, missing resident and many others.

Yes, all homes have a sprinkler system installed in all areas of the home.

In compliance with the Ministry of Health and Long-Term Care requirements, fire drills are conducted once on each shift per month, for a total of three drills per month. A combination of full drills and partial (silent) drills are conducted to ensure staff is well rehearsed in the event of an actual fire situation.

The homes use keypads and door access control systems to restrict access to only those persons authorized to be in the home and for the safety of residents who may be at risk of wandering. The access codes are changed periodically and efforts will be made to advise visitors in advance, but please contact the home if you are unsure about the access codes. We also request that you do not provide the access code to anyone.

Should an outbreak take place, the home immediately implements outbreak management procedures. Doctors and the care team collaborate with experts at Toronto Public Health to plan the best way to resolve the outbreak as quickly as possible. Depending on the nature of the outbreak, visitors may be restricted. The home will post information for visitors in or near the lobby area.

The Supportive Housing Program provides intermittent 24-hour support services to seniors who are living in the community, within designated sites across the City of Toronto. The program supports the seniors to age in place, while promoting health & wellness.

The support services provided include: assistance with personal care, light housekeeping, laundry, medication reminders, security checks, light meal preparation, wellness/health promotion activities and on-going assessment of needs.

To be eligible for the program, you must reside in one of the designated sites across the City of Toronto and be 59 years of age or older. Additionally, you must need assistance with personal support and/or homemaking services, or need the availability of 24-hour intermittent on-site assistance. You must be medically stable, able to direct your own care, and able to self-medicate (with or without reminders).

No, there is no service fee for seniors who are eligible to receive Supportive Housing services. The costs of the services are paid by the City of Toronto through funding provided by the Local Health Integration Network (LHIN). You are required to pay rent directly to the housing site/landlord.

For an application, call the Supportive Housing office or visit the office in person. After you complete and submit your application, the on-site RPN will make an appointment with you to complete an assessment. Click here for more information.

Yes, we welcome students as approximately one in three active volunteers are youth.

Individuals must be a minimum of 14 years of age; however those younger than 14 must be deemed to be mature and their parents must sign a waiver to accept liability.

Yes, reference letters will be given upon request to those who have fulfilled their agreed upon volunteer commitment, typically six months. Please provide adequate notice for required reference letters as they take time to prepare.

Yes, individuals on Ontario Works may volunteer with Long-Term Care Homes & Services.

We welcome all potential volunteers to our diverse environment. However, it helps to have a working knowledge of English and in some cases, the position responsibilities require advanced English. Please check with the Coordinator, Volunteer Services to discussed required skills.

Yes, anyone over the age of 18 will be required to have a police reference check, vulnerable sector screen, conducted as the final step in the volunteer application process.

There are no residency requirements for volunteers. However those with residency outside the City of Toronto will be required to obtain a police reference check from the police service where they reside.

No, we do not accept court ordered volunteer placements and suggest contacting Volunteer Toronto to discuss options.
More on Volunteering.