• The number of beds at two of the shelters are at a “human scale” and are not perceived to be massive facilities

• At least one shelter has a range of harm reduction practices and is orientated towards working with individuals that may be engaged in higher-risk substance use activities, explicitly indicating that they do not need to alter their substance use, etc. to access shelter. At the other shelters, harm reduction services include education and safe disposal of sharps, and in some cases safe sex supplies

• In at least one of the shelters, several staff have lived experience, which helps staff reflect the population of those seeking shelter

• Shelter staff have training in de-escalation techniques

Gaps

There are, however, some aspects of the shelter services that don’t align with best practices that support dignity and respect:

• There are some challenges with the built forms and layouts in terms of facilitating dignity and reduce conflict, such as lack of private space for intake, dorm rooms, overflow cots, limited common space/use of common space as overflow, and some challenges with maintenance and cleanliness

• Not all shelters are 24-7 where clients can receive shelter, hygiene, storage, food throughout the day

• At some shelters, clients are not able to come and go, which some clients find challenging

• Food/snacks are not always available

• Intake processes that involve lining up and checking in at a certain time or a lengthy intake behind a glass service window do not promote dignity

• Staff training levels vary, and in some cases when a client does not meet an expectation, staff create a power dynamic or conflict for violating a rule

• Not all shelter staff have adequate training in trauma-informed care, mental health, substance use, diversity, and customer service. Starting wages of shelter staff often means it is difficult to attract staff with specialized skills

• Practices are generally not in place to ensure the shelters exhibit cultural competency and provide appropriate protections and services for shelter seekers across demographic differences, including transgender individuals and those with Indigenous identities

• Shelters are not oriented towards working with individuals engaged in high-risk activities such as sex work

• Some individuals with a high severity of illness or injury are staying in regular shelter settings, although these settings are not the most appropriate

• Data is not generally being analyzed to determine if there are disparities in who is receiving access to shelter, or whether there are disparities in housing success rates across racial, ethnic, ability, gender identity, and sexual orientation differences