The City is hosting information sessions on June 4 and June 12 for organizations interested in applying to the Expression of Interest. Learn more and register by visiting the Key Dates & Information tab below.
The City is seeking proposals from non-profit organizations to operate a specialized program to support people experiencing homelessness with complex behavioural needs and to build the capacity of frontline shelter staff, at a select number of shelters, to implement restorative justice intervention models.
The specialized program is part of the City’s Shelter Safety Action Plan (SSAP), which aims to improve safety across Toronto’s shelter system.
Applicants must:
- meet all requirements outlined in the Expression of Interest Guidelines
- have experience providing direct services to people experiencing homelessness with complex behavioural needs, as defined in the Expression of Interest Guidelines, and building the capacity of frontline staff to implement restorative justice interventions
- be in good standing with the City of Toronto
Collaborative applications (e.g. one application from two or more non-profit organizations) are strongly encouraged.
Applications are due on Friday, June 20, 2025 by 11:59 p.m. Details on the requirements and how to apply can be found in the tabs below.
About the Shelter Safety Action Plan
Eligibility Requirements
Proponents must meet the following requirements to be eligible for this Expression of Interest (EOI):
- Be incorporated as a non-profit organization with board approved Audited Financial Statements within the last 23 months.
- Unincorporated associations and non-profit organizations may apply with a trustee.
- For-profit organizations are not eligible to apply or serve as a trustee.
- Complete an organizational profile in the City’s Toronto Grants Rebates and Incentives Portal (TGRIP) prior to submission. If the organization has an existing organizational profile on TGRIP, the Proponent is required to ensure that all information is up-to-date, inclusive of Audited Financial Statements that reflect that last 23 months.
- Be primarily located in Toronto and whose primary activities are in person and take place within Toronto.
- Be in good standing with the City (e.g., recipients of funding must have met the terms and conditions of previous funding).
- The organization shall not be in substantial default of the terms and conditions of any current or previous agreements, in the opinion of the division head, with any division, organization, board, and/or commission of the City of Toronto
- Commit to and abide by the service delivery expectations outlined in the EOI Guidelines, Toronto Shelter and Support Services Directives, and Toronto Shelter Standards.
- Commit to a referral process for the intaking of clients that may be limited to City-defined referral pathways.
Collaborative Applications
The City strongly encourages joint applications from non-profit organizations proposing to operate services together.
For joint applications:
- One organization must be identified as the lead and be responsible for executing all agreements with the City.
- Proponents must submit a proposed governance and decision-making model to clarify the relationship between organizations and an outlined description of the roles and responsibilities for each organization.
Service Delivery Requirements
Successful applicants will be required to demonstrate how they will deliver the scope of work listed below.
Mobile Behavioural Case Management
- Support people with histories of violent behaviour in shelter who may be experiencing challenges with mental health, substance use and addictions, in addition to having a high number of admissions into shelter programs, critical incidents while residing in shelter, and service restrictions. These individuals may be currently staying within the shelter system or outdoors.
- Manage a caseload of high needs clients to provide flexible support plans tailored to each client’s needs, strengths and goals.
- Frequency of service (i.e. number of visits/engagements) with clients may be up to be 4-5 times per week in different settings (i.e. in shelter, or outdoors).
- Provide in-person behavioural case management to clients to assess their clinical needs, work towards stabilization, and set and achieve goals related to self-determined progress, including transitioning or maintaining stay in shelter or other care settings.
Building Organizational Capacity
- Build capacity of frontline shelter staff on how to implement flexible restorative justice intervention models at a select number of sites to be determined at the discretion of the City.
- Provide ongoing support (e.g. coaching, debriefing) to frontline shelter staff on implementing restorative justice intervention models.
Program Staff Skills and Capacity
- Staff to operate the mobile behavioural case management program are to meet, at minimum, the following criteria:
- Considerable experience providing services to people experiencing homelessness.
- Dedication, passion, and a commitment to upholding person-centered values when working with clients who have complex needs, inclusive of people who may be experiencing significant behavioural challenges.
- Hold strong values in harm-reduction, human rights and housing first approaches. Additionally, belief in a non-judgmental, non-punitive and strengths-based approach to working with clients.
- Experience working in fast-paced, crisis-centered environments where clients will be actively using or experiencing emotional duress.
- Connect clients with appropriate community services, if the required resources are not available on site and/or if additional supports are required.
- Have capacity to work in multiple locations throughout Toronto.
Data Management and Reporting
- Ensure the accurate collection and maintenance of client records, including client progress, and report on key performance indicators to track outcomes, demonstrate impact, and inform program planning and decision making using the Shelter Management Information System (SMIS).
- Provide progress and outcome reports to Toronto Shelter and Support Services (TSSS), on a regular basis, or as requested by TSSS.
Collaborate with the City
- Commit to collaborate with the City to implement a specialized program, including but not limited to:
- Providing services to clients and shelter sites based on a clearly defined eligibility criteria to help ensure that services are tailored for key populations and shelter sites.
- Developing and reporting on key performance indicators to measure the effectiveness of client’s and shelter staff training outcomes and make recommendations to enhance the program model.
- Meeting regularly with Toronto Shelter and Support Services to provide progress updates and to address issues when needed.
Funding & Resources
Funding for the specialized program is until the end of 2026, dependent on City Council approval in the 2026 operating budget, and with possibility of extension at the City’s discretion.
The funding allocated for this specialized program is up to $400,000 annualized.
How to Apply & the Evaluation Process
Applications are due Friday, June 20, 2025 by 11:59 p.m.
Prior to submitting an application, applicants should ensure they:
Applications will not be accepted if:
- applications are submitted later than the posted deadline.
- applications are incomplete and/or deemed ineligible.
- applications are not completed via the electronic application (e.g., applications submitted via email, fax or physical copy).
Evaluation Process
Eligible applications will be evaluated and scored by an Evaluation Committee made up of a staff from across the City’s Toronto Shelter and Support Services (TSSS) Division. These staff bring with them expertise and knowledge in the areas of shelter operations, mobile case management, and training shelter staff and building organizational capacity, among other areas.
Complete details on evaluation criteria and scoring can be found in the Specialized Program to Support Clients with Complex Behavioural Needs Expression of Interest Guidelines.
Proponents will be evaluated and scored according to their:
- depth of experience in delivering services to people experiencing homelessness who may be experiencing challenges with mental health, substance user, and addictions
- proposed operational plan for delivering mobile behavioural case management for people experiencing homelessness
- proposed plan for building organizational capacity at selected shelter sites on the application of restorative justice intervention models
- financial and organizational health
- proposed budget to operate the program
The Evaluation Committee will assign each application with a total score out of 100. The scores in each of these categories reflect the overall quality of the application and the projected capacity of the respective proponent to provide services.
Applicants that do not meet the eligibility criteria will not have their applications proceed to a full review.
Evaluation will take approximately 1-3 months, depending on the volume of applications received. All eligible applicants will be informed of the outcome of the Expression of Interest. All decisions are final and there is no appeal process.
Unsuccessful proponents can request feedback from TSSS on their Application via email to tsssEOI@toronto.ca within 30 calendar days of receiving notification of their unsuccessful application.
Qualified List
Proponents that achieve at least 70 out of a 100 will be added to a ‘Qualified List’. This list may be used for future TSSS’ projects.
