Expression of Interest – Service User Advisory Group

The City is seeking proposals from non-profit organizations to develop and operate a Service User Advisory Group composed of people with living and lived experience of homelessness in shelter or living outdoors, including in encampments. The Service User Advisory Group will support the City’s Toronto Shelter and Support Services (TSSS) division with policy and program development and implementation, and improvements in the delivery of homelessness services in Toronto.

Applicants must:

  • Meet all the requirements outlined in the Expression of Interest Guidelines
  • Have experience managing and supporting advisory groups comprised of people with living/lived experience of homelessness, and/or operating peer-led programing/programs serving this population

Applications are due on Friday, August 15, 2025 by 11:59 p.m. Details on the requirements and how to apply can be found in the tabs below.

The City is committed to meaningfully engaging service users staying in shelters and living outdoors, and is establishing a Service User Advisory Group as part of that commitment.

The development and operation of a Service User Advisory Group aligns with the City’s Homelessness Solutions Service Plan and advances key priorities, specifically:

  • Priority 2 – Focusing on Equity
    • Action 2.1: Develop mechanisms for enhanced and consistent engagement with Black service organizations, staff and service users.
    • Action 2.2: Apply an intersectional and inclusive approach to policies and programs that reflect the needs of individuals accessing homelessness services.
  • Priority 3 – Delivering High-Quality Services
    • Action 3.3: Expand the use of peer supports and provide paid work opportunities for people with lived experience of homelessness and substance use throughout the shelter system.
  • Priority 5 – Developing an Integrated Systems Response
    • Action 5.3: Develop ongoing mechanisms for meaningful engagement of people with lived experience of homelessness and service users, including expanding advisory groups, service user satisfaction surveys and user feedback.

Proponents must meet the following requirements to be eligible for this Expression of Interest (EOI):

  • Be incorporated as a non-profit organization with a recently audited financial statement (audited within the last 23 months). For-profit organizations are not eligible to apply or serve as a trustee.
  • Be primarily located within the City of Toronto with primarily in-person activities that take place within Toronto.
  • Be currently receiving funding from the City and in good standing (e.g., have met the terms and conditions of previous funding).
    • The organization shall not be in 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
  • Complete an organizational profile in the City’s Toronto Grants Rebates and Incentives Portal (TGRIP) prior to submission.
  • Commit to work with Toronto Shelter and Support Services on the volunteer recruitment process and the development of a selection process, applying an equity framework to both.
  • Commit to following the accessibility measures outlined in the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), including taking all reasonable measures to accommodate service users accompanied by their service animals.

Successful applicants will be required to demonstrate how they will deliver the scope of work listed below.

Operational Requirements

  • Develop and implement an equitable and accessible strategy, application and screening process for selecting group membership, with input and approval from Toronto Shelter and Support Services (TSSS).
  • Ensure that applicants meet the criteria for membership once established with approval from TSSS (i.e. service users who have accessed homelessness services within the previous six months of applying).
  • Support the Service User Advisory Group (the group) in establishing its principles and priorities. Principles and priorities must reflect TSSS’ commitments to equity, diversity and inclusion, and client-centred, strengths-focused and harm reduction approaches.
  • Support the group in establishing its governance structure and decision-making process.
  • Develop materials and resources, including for onboarding new members, with input from TSSS.
  • Onboard members, identify and coordinate training and capacity building opportunities.
  • Provide administrative support, which at minimum will include:
    • Managing internal communications (e.g., sharing updates, announcements, news, etc.)
    • Liaising between the group, TSSS and other community partners
    • Scheduling group meetings, support in developing agendas, taking meeting minutes and ordering refreshments
    • Book and pay out vendors for meetings, refreshments and space rental (if not using own facilities)
    • Overseeing the budget, including tracking expenses, distributing reimbursements to members (e.g., transportation costs, childcare costs etc.,) and honoraria
  • Assist the group in fulfilling requests from TSSS, including consultations, focus group and input to key documents.
  • Support the group in advancing its mandate, in alignment with TSSS priorities.

Funding for the Service User Advisory Group is until the end of 2025, with possibility of extension at the discretion of the City.

The funding allocated for the Service User Advisory Group is up to $125,000 annualized.

Applications are due on Friday, August 15, 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 staff from across the City’s Toronto Shelter and Support Services (TSSS) Division. These staff bring expertise and knowledge in the areas of policy development, homelessness service delivery, community engagement and building capacity, among other areas.

Complete details on evaluation criteria and scoring can be found in the Toronto Service User Advisory Group Expression of Interest Guidelines.

Proponents will be evaluated and scored according to their:

  • depth of experience supporting people with diverse backgrounds (e.g., Indigenous people, Black people, racialized people, newcomers, refugee claimants, people who use substances, 2SLGBTQ+ people, etc.)
  • competency in a broad range of service user-centered approaches and methods including, but not limited to:
    • Anti-racism/anti-oppression
    • 2SLGBTQ+ cultural competency
    • Trans awareness
    • Indigenous cultural safety
    • Trauma-informed service delivery
    • Harm reduction
  • ability to offer or coordinate capacity building, training and resources for group members comprised of people with lived or living experience of homelessness
  • proposed operational plan for establishing the service user advisory group
  • 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 6-8 weeks 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.

Information Sessions

The City will host two virtual information sessions to provide organizations interested in applying to the Expression of Interest (EOI) an opportunity to learn about the EOI. At each session, staff will go over the eligibility requirements, evaluation criteria and how to apply to the EOI.

To attend, register for one of the two virtual information sessions:

  • Thursday, July 24, 2025 from 1:30-2:30 p.m.
  • Wednesday, August 6, 2025 from 10-11 a.m.

Organizations who are unable to attend an information session can email tsssEOI@toronto.ca to schedule a virtual appointment with City staff to provide an overview of the presentation.

Application Resources

Application Period

  • Applications open Thursday, July 17, 2025 and are due by Friday, August 15 at 11:59 p.m.

Evaluation Period

  • Evaluation will take approximately between 6-8 weeks, depending on the volume of applications received.
  • All eligible applicants will be informed of the outcome of the Expression of Interest.

For More Information

Should you have questions regarding the EOI Application and process, please email tsssEOI@toronto.ca.