Basics and Beginnings
When you first started, how were you oriented to your position? Can you recall a timeline to have completed this orientation?
- Given new hire check list.
- Within the first 10 days,
- Learning practice model (harm reduction, housing first, trauma informed care, natural supports, strength-based perspective)
- Code of ethics/conduct (mission, vision, values).
- Intro to individuals served with CHSS
- Overview of techniques with case management, understand programs policy/procedure
- Complete FOIP and GOA Training
Is a primary case manager assigned to each client?
Describe the process for referrals to the program.
- Yes
- When a program accepts someone from the CAA list, staff will contact them within 2 business days to share the placement.
- Staff will try to contact them at least twice within 7 days, using the contact information provided. All attempts must be recorded in HMIS notes.
How do you ensure that participants are aware of and allowing you to share information about them?
Describe ROI, which is signed by the participant, and includes:
To whom the information will be released
Who will access the information
The purpose of sharing the information
The timeline, including dates, within which the release of information will be allowed.
Do you ever make referrals on behalf of your participants? How do you support them in accessing these referrals?
Yes.
Cold Referrals: Provide contact information, determine plan on how/when to contact resource independently. Staff keep participants accountable and answer any questions.
Warm Referrals: Staff actively connect participants to services by directly reaching out to the referral on their behalf. Example - setting up appointments, sharing doc (with consent), or accompanying the participant to their first meeting.
What’s the process for a planned discharge?
Staff ensure
Participant is ready to disengage
Review of service plan to ensure goals have been met
Final assessment is completed
Participant is informed of how to re-access services
What systems are in place to keep you safe at work?
Do you work alone?
Can you recall a timeline for completing working alone safely orientation?
- Stay safe
- Yes we work alone
- Working alone safely training completed within 10-day timeline
How do you ensure a participant is consenting to services?
To ensure a participant is consenting to services, the housing liaison follows these steps during intake:
Clearly explain the services the program provides.
Outline the program’s expectations of the participant, including home visits and safety checks.
Specify which parts of the program, if any, are optional. (Increasing income/participating in cultural connections)
Discuss discharge processes, both planned and unplanned.
Ensure the consent is provided both verbally and in writing and explain that it is voluntary and can be revoked at any time.
Obtain the participant’s signature and offer them a copy of the intake form.
How do you ensure participants are aware of the program’s data collection practices?
During intake, staff explain why and how information is collected, who can access it, how it’s securely stored, and how long it’s kept.
Participants review and sign a consent form to show they understand.
A written consent form (DI ROI) is provided, and participants can ask questions before signing.
Staff remind participants about data practices during meetings, assessments, or if consent needs updating.
What type of assessment tool is used to inform service planning goals and priorities?
When are assessments completed?
Circle of Courage (COC):
When:
- An initial COC is done 30 days of move-in
- Ongoing assessments every 90 days, or every 6 months if in programming for longer than 2 years.
- Final COC assessment completed within 30 days before discharge.
- If an assessment has not been completed within 30 days before discharge, it must be completed within 10 days after discharge.
- If a final assessment cannot be completed, the reason must be documented in the participant’s file.
What’s the process for a foreseen, unplanned discharge?
What are some transfer efforts made?
- The process for foreseen, unplanned discharge is that all efforts have been made to address behavioral issues through mediation/conflict resolution/landlord/building operator negotiations/ options for housing transfer.
- All efforts should be documented and kept in the participant file. Copies should be offered to participants
- Staff will ensure all efforts have been made to facilitate transfer to another case management program.
- Only when no alternative is available should an emergency shelter referral be an option.
- If a participant is unwilling to be transferred it is important that they be supported in their right to choose.
- Once presented with 3 appropriate options, and they refuse all, the program may discharge the participant.
Do you know safe worksite practices within your organization?
For safe worksite practices, I follow these steps:
Assess the worksite to identify potential hazards.
Prepare a written and dated hazard assessment.
Regularly review hazard assessments, especially when tasks, equipment, or the work environment change.
Take appropriate measures to eliminate or control identified hazards.
Engage staff in the hazard assessment and control process.
Ensure all staff are informed about the hazards and the methods used to address them, such as having First Aid kits and Naloxone readily available.
How do you ensure your participants are made aware that engagement is a key focus during initial stages of relationship building?
- Clients are informed that engagement is key, especially in the beginning.
- Weekly meetings are held in their home or community.
- Engagement is adjusted based on housing stability using a 3-tier system:
What is considered a Critical Incident?
Is there timeline for reporting these?
Is there a process to document an incident?
Whether it is considered serious or critical?
What happens to the incident reports? And when are they reviewed?
DI-CHP treats all incidents as critical, including:
Incident reports must be completed and sent to the Calgary Homeless Foundation within 24 hours.
The process for documenting an incident:
Incident reports are reviewed twice a year with senior leadership to:
What is the program’s policy regarding electronic technologies?
Social Media?
Electronic Tech Security Measures:
Social Media Guidelines:
Describe the process for an unforeseen, unplanned discharge.
- For unforeseen, unplanned discharge, that is immediate and cannot be predicted (participant leaves without prior discussion with the case manager, violence toward a staff member/other participant, etc.).
- Staff must complete a discharge summary that contains information related to efforts to resolve issues or keep individual engaged.
What types of training are mandatory?
What is the timeline for completion and renewal?
Is there any specialized training required?
Within 6 months and renewed every 3 years:
Crisis Intervention/De-escalation
Suicide Intervention
First Aid & CPR
Disease Prevention & Universal Precautions
Within 9 months and required annually:
Indigenous Awareness Teachings
Diversity/Cross Cultural Training
No specialized training is required.
When are participants informed of their client rights?
The clients rights will be:
Posted (in office spaces) or are accessible to the participant (printed handouts)
Reviewed and documented during intakes, assessments, grievances, safety checks, discharge
Reviewed following any significant or critical incident that may have impacted the rights of participants (e.g., searches, restraints, restrictive procedures)
What is the process to transport a file?
What is the process for sharing and reporting of information?
What are the timelines for the storage of records?
How are open and closed files stored?
How are records or data destroyed?
Transport files:
- Files are stored electronically
- If need to transport paperwork or delivering signed forms, employees must transport records in a safe and secure manner and not leave paperwork unattended.
Share and report information:
- Participants to complete ROI before any personal information is shared.
- ROI outlines the specific information to be shared, the purpose of sharing it, and the parties involved. - - Exceptions if the participant has a legal guardian/a court order mandates the disclosure.
- When reporting, data has no identifying information
Timelines for storage of records:
- All records are stored electronically
- Records are retained indefinitely, aligning with organizational and legal requirements.
- Any physical paperwork is scanned into Guest book and original documents are shredded
Means of storage for opened/closed files:
- Both open and closed participant files are stored in a secure, online environment.
- Guestbook allows for controlled access based on staff roles and responsibilities
- Physical paperwork is scanned into Guestbook and then shredded to eliminate risks
Destruction of records/files:
- All data and information no longer needed must be destroyed after the legal time it must be kept.
- Paper items should be shredded in a secure bin, and digital files should be archived when not in use unless the law says they must be kept
How do you ensure that participants are made aware of safety checks?
What is the process to conduct a safety check?
We ensure participants are aware by:
Reviewing the safety check permission to enter document with participant
Emphasizing safety checks are always a last resort and done only when we are concerned for their safety.
Staff will gather information, contact hospitals/jail/shelters, checking when the participant last accessed their unit.
If the participant cannot be reached within 7 days and community efforts fail, a notice is placed on their door with the date of the safety check.
For suicide risks, CPS is involved.
When conducting a safety check, staff knock 3 times, identify themselves, and explain the purpose before entering. Safety checks are always done in pairs, never alone.
If the participant is present, review client rights and the grievance process
Documentation is completed for every safety check, regardless of the outcome.
Is the participant able to re-access your services?
What is the process?
- At discharge, participants are advised how to re-access services using the CAA process.
- This standard does not apply to individuals who access the program for strengthening sessions or support.
- For individuals who wish to re-access services, they will need new consent and new intake to occur.
How do you ensure that participants are aware of the grievance process they can pursue?
- Participants are told about the grievance process during intake, safety checks, assessments, case planning, and when leaving the program.
- If participants have concerns, they can fill out a Grievance Form.
- The Program Manager reviews the form and responds within 48 hours or provides a timeline if more time is needed.
- If the issue isn’t resolved, it goes to:
1. Director of Emergency Shelter & Housing
2. Director of Operations
3. CEO
4. Calgary Homeless Foundation
- All steps are documented, and participants are reminded of their rights to ensure fairness.
What are the 12 client rights explained to participants at intake?
What staff describe should include:
Being treated with dignity & respect
Choice in housing location relative to existing rental market inventory and programmatic funding capacity
Involvement with the program
Involvement in service planning
Establishing/setting long term goals
Confidentiality
Grievance procedures (including CHF)
Information sharing
Advocacy
Cultural connection
Spiritual connection
Options to connect/reconnect with any natural supports (including but not limited to family)
How is information managed?
How do you ensure that files (staff and participant) are complete?
Who has access to staff files?
Who has access to participant files?
What is the process to change something in a file? (Staff and Client)
- Information is managed through HMIS, with participant files uploaded in Guestbook
- Client files: Staff ensure the completeness of participant files, including case notes, ROIs, and HMIS assessments. Monthly audits with Housing Admin and Program Manager ensure accuracy of files.
- Staff Files: Audited quarterly, Program Manager collaborates with HR and Learning & Development to maintain up-to-date employee records, including training certificates. Additionally, the Program Manager and Director monitor program outcomes and quality improvement to ensure efficiency
- Human Resources has access to staff files.
- All DI staff have access to Guestbook, while housing staff have access to HMIS
- To change Staff file (such as update in name/address or confirmation from DI employee is required. For other or more complex corrections, a written request to HR is needed for review.
- To change participant file, program participants can request a change through staff. For more complex changes, a written request may be required.
What does a service plan look like?
Who sets the goals?
When and how often is a service plan completed and reviewed?
When does a final review of the service plan occur?
- Service plans looks like helping participants develop goals, identify strength, outline tasks and activities to achieve goals, indicators to measure success, timelines for review, and a signature from staff, participant, and anyone else involved.
- Participants sets the goals. Service plans are person-centered and signed by participant and staff.
- Initial service plans are completed within 45 days of intake. Service plan is reviewed with participants minimally every 3 months for the first 2 years and every six months after 2 years.
-A final review occurs 30 days before the planned discharge date.
Are participants offered crisis supports?
What kind of move in/moving supports is offered to participants?
- Yes, participants have access to crisis support through the program Monday to Friday, from 8 a.m. to 5 p.m.
- For after-hours emergencies they are advised to contact the Calgary Distress Centre at 403-266-1601 or call 9-1-1 for immediate assistance.
- Crisis support resources are provided to participants during intake and throughout the program to ensure they are aware of available resources in their community.
- Staff help participants move in and within 3 business days, participants receive necessities like a bed (with bedbug protection if needed), utility setup, basic cookware, dishes, and gift cards for cleaning supplies or other essentials.
- Pre-move-in support includes assistance with lease paperwork, financial help for deposits or moving costs, and referrals to food banks or furniture providers. Transportation for the move, such as van bookings, can also be arranged.
- If any items can’t be provided, the case manager documents the reasons in program participant's file.