City of Ottawa
Domiciliary Hostel
Standards
ACKNOWLEDGEMENTS
The City of Ottawa
would like to express sincere appreciation to the many people who contributed
their experience and
expertise, their suggestions and advice to make these Standards possible:
Members of the Inter-departmental City Staff Working Group
Clara Freire, Housing, Residential Services
Lucie Kean-Frank, Housing, Residential Services
Mike Quigley, Employment and Financial Assistance,
Supported Living Services
Shelley Robinson-Foley, Employment
and Financial Assistance, Supported Living Services
Members of the Community
Reference Group
Gaetan Brisson, Résidence
Ste. Marie (Domiciliary Hostel Operator)
Youri Brouchkov, Residence Mon Plaisir (Domiciliary Hostel
Operator)
Lisa Jamieson, Canadian Mental Health Association (Mental
Health Sector)
Joann Michels, Carlington
Community Health and Resources Center (Mental Health Sector)
Marilyn O’Neill, RothWell Heights Terrace (Domiciliary
Hostel Operator)
Donna Petty, Canadian Mental Health Association (Mental
Health Sector)
Russell Sheridan, Canadian Mental Health
Association (Mental Health Sector)
Other City Staff
Assistance
Jean Guy Albert, Public Health, Environmental & Health Protection
Michael Daigle, Fire
Services, Education & Prevention Services
Loraine Haskins, Public Health, Food Safety & Infection Control
Paul Hutt, By-Law Services, Enforcement & Inspections
Joseph McNamee, Public Health, Environmental & Health Protection
Carolina Mendoza, Housing, Residential and Support
Services
Krista Powers, Public Health, Food Safety & Infection Control
Andrew P. Roche, Public Health, Environmental & Health
Protection
Peter Ross, Legal Services
Doug Simser, Housing, Program, Program Support Unit
Connie Woloschuk, Housing, Residential and Support
Services
Ellie Wylie, Public Health,
Communicable Disease, Infection Prevention & Control
Charles Zito, By-Law
Services, Enforcement & Inspections
TABLE OF CONTENTS
Page
No.
INTRODUCTION…………………………………………………………………………... 4
STANDARD
1: ADMINISTRATION
1.1
General……………………………………………………………………………….……. 6
1.2 Confidentiality…………………………………………………………………………….. 7
1.3 Safety and Security...………………………………………………………….………….. 7
1.4 Resident
Finances and Trust Accounts ………………………………………………… 7
1.5 Human
Resources ………………………………………………………………………… 8
STANDARD 2: RESIDENT SERVICES
2.1 Admissions, Transfers,
Discharges……………………………………………………… 10
2.2 Resident
Records…………………………………………………………………………. 10
2.3 Resident
Orientation……………………………………………………………………… 11
2.4 Personal Care and Health………………………………………………………………… 11
2.5 Medication…………………………………………………………………………………. 11
2.6 Food and Meal
Services…………………………………………………………………... 12
2.7 Resident
Relations………………………………………………………………………… 13
2.8 Housekeeping
/Laundry…………………………………………………………………... 14
STANDARD 3: ENVIRONMENT
3.1 Maintenance……………………………………………………………………………….. 15
3.2 Premises
Bedrooms………………………………………………………………………………… 15
Designated
Interior Smoking Area
……………………………………………………. 15
Dining Area
…………………………………………………………………………….. 16
Handrails, Balustrades and Stairways………………………………………………….16
Lighting…………………………………………………………………………………... 16
Sanitary
Facilities………………………………………………………………………...16
Sitting Room…………………………………………………………………………….. 16
Water
supply…………………………………………………………………………….. 16
Windows…………………………………………………………………………………. 17
GLOSSARY………………………………………………………………………………….. 18
INTRODUCTION
Program description
Domiciliary
hostels provide permanent housing, personal support and some assistance with
activities of daily living to vulnerable adults in the community who, in the
absence of such support, are likely to experience significant health and
related difficulties and lose their housing. Residents of domiciliary hostels
are typically living with psychiatric or developmental impairments and/or are
frail and elderly. For many frail elderly persons it is a matter
of no longer being able to live on their own and not yet qualifying for
placement in long-term care facilities.
Background
The
City of Ottawa, formerly the Regional Municipality of Ottawa-Carleton, has
administered domiciliary hostel funding since the 1970s. The City, through the Housing branch,
provides lodging and care subsidies for approximately 850 eligible clients
through purchase of service agreements with operators of 25 privately owned and
one not-for- profit domiciliary hostels located in Ottawa’s urban as well as
rural areas. Program funding costs are
shared with the Provincial Ministry of Community and Social Services. The domiciliary hostel operators provide
services in accordance with the service agreement, which until now has outlined
basic service standards as well as legislative requirements. The Housing branch partners with the
Employment and Financial Assistance branch to provide intake, assessment and
ongoing monitoring of personal and financial eligibility for subsidized
residency. Individuals applying for subsidies are self-referred or referred by
families, doctors, hospitals, and other community agencies.
Standards development
In 2004, the Housing branch
started the process of developing service standards beyond those already set
out in service agreements. In the absence of specific provincial or federal
regulations governing domiciliary hostel services, the service standards serve
to articulate the City’s expectations, ensuring that purchased services are
provided in an atmosphere of dignity and respect for all residents, and create
a framework to be used to monitor purchased activities and services. These service standards will form part of
the purchase of service agreements between the City and domiciliary hostel
operators.
The standards development
process included: site visits to all
facilities, meetings with the domiciliary hostel operators’ service
association, meetings with a key stakeholders reference group and a review of
practices in other communities.
The goals in developing Domiciliary Hostel Standards
were to:
- Ensure consistent basic client services throughout the service system in
the City of Ottawa
- Articulate
an acceptable standard of service delivery
o
Ensure that
standards are results focused, observable and verifiable
o
Ensure that
the standards are attainable within current resources
The guiding principles followed in
developing these standards were to:
o
Focus on core
elements of service aligned with contractual expectations
o
Respect multi
service programs and value added services
o
Design
standards as a tool for monitoring and building capacity in the future
Role of the City of Ottawa
The Housing
branch’s key responsibilities are:
o
Managing the Domiciliary Hostel Program budget and administering
service funding
o
Negotiating service agreements with domiciliary hostel operators
o
Monitoring compliance to service agreements and standards
o
Investigating complaints
The Housing Branch ensures that the Employment and Financial Assistance
branch through its Supported Living Services team provide the following
services:
- Receiving
requests and referrals for subsidized placement in a domiciliary hostel
- Determining
financial eligibility and personal suitability of applicants for
subsidized domiciliary hostel residency
- Providing
support to residents when required to facilitate the application process
for ODSP, OAS/CPP or other income sources, to obtain ID, to provide
referral to Trillium Drug Benefit program, CCAC or Ontario Public Guardian
and Trustee
- Authorizing
and negotiating placement into a particular domiciliary hostel
- Providing
benefits to eligible residents through the Emergency Financial Assistance
under the Ontario Works Act and/or the Essential Health and Social Support
Program
- Monitoring
financial eligibility and personal suitability of subsidized
residents once admitted
- Reviewing
the information provided by operators and approving payments
Role of Domiciliary Hostel Operator
The operator provides lodging
and service to domiciliary hostel clients in compliance with the service
agreement with the City. In signing the
service agreement the operator also undertakes to comply with the Domiciliary
Hostel Standards, which may be amended by the City, from time to time, and
form part of the service agreement.
The operator cooperates with
the City in carrying out the City’s obligations with regards to the Domiciliary
Hostel Program. As such, the operator allows City Staff to enter the hostel at any reasonable time, with or without notice, in
order to observe and evaluate the services provided pursuant to the service
agreement and service standards.
These service standards will only apply to domiciliary hostel operators
under contract with the City to provide services to subsidized residents
STANDARD 1: ADMINISTRATION
1.1 General
a)
The operator ensures the domiciliary hostel is
organized to effectively manage its services and resources.
b)
The operator ensures that the
requirements of all pertinent legislations, regulations, by-laws, as amended, are met, including:
q
Ontario Building Code Act
q
Ontario Fire Protection and
Prevention Act
q
Ontario Fire Code and Retrofit 9.5
q
Ontario Works Act
q
Ontario Disability Support Program
Act
q
Substitute Decisions Act
q
Health Protection and Promotion Act
q
Tenant Protection Act (“T.P.A”.)
q
Municipal Freedom of Information
and Protection of Privacy Act (“MFIPPA”)
q
Workplace Safety and Insurance Act
(“WSIA”)
q
Occupational Health and Safety Act
q
Ontario Tobacco Control Act
q
Ontario Employment Standards Act
q
Ontario Human Rights Code
q
Ontario Regulation 505/01 (Small
Water Works)
Where these Standards conflict with any applicable federal, provincial, or municipal laws, by-laws, regulations, codes, order or directives, such laws, etc. shall prevail.
c)
The operator ensures there are written policies and procedures to guide
the hostel’s operation. The policies and procedures are kept current, are
available to all staff and
upon request are available to each
resident.
d)
The operator prepares a monthly
Billing Report, a form set out by the City, detailing accurate and
complete information concerning each subsidized resident’s income, admission,
discharge, vacation, hospitalization. The Billing
Report is
sent to Supported Living Services in a timely fashion.
e)
The operator ensures timely recording and reporting of significant
incidents occurring at the hostel such as
accidents, injuries, alleged abuse or abuse of residents or staff, medication error, police intervention, fire. Incident Reports, a form set out by the City, are
kept at the hostel and copies are sent immediately to Supported Living Services.
f)
The operator ensures that an up-to-date, detailed and accurate Operation
log is kept to record daily incidents and observations necessary to ensure
the safety of residents and orderly operation of the domiciliary hostel. The
log is kept at the hostel and may be
inspected at any reasonable time by the City.
g) The operator
ensures that, at least once a year, there
is an
inspection of:
q
The hostel conducted by fire officials
of the City
q
The hostel conducted by health
officials of the City
q
Fire extinguishers, hose and
standpipe equipment conducted by a qualified fire equipment
supplier
q
Heating equipment and chimneys conducted by a qualified equipment supplier, and
once
a month, an inspection
of:
q
Fire extinguishers, hose and
standpipe equipment conducted by in-house staff.
All of the above inspection reports are kept at the hostel and may be reviewed at any reasonable time by the City.
h) The operator ensures
that all fire and/or false alarms in the domiciliary
hostel are reported immediately to the City’s Fire Services. Reports are kept at the hostel and may be inspected at any
reasonable time by the City.
1.2 Confidentiality
a)
In accordance with the Municipal
Freedom of Information and Protection of Privacy Act, R.S.O. 1990 (MFIPPA)
the operator ensures that a written confidentiality policy is in place. The
collection, use, disclosure, and storage of all personal information under
contractual arrangement with the City is subject to MFIPPA The confidentiality
policy includes statements concerning the privacy, security and confidentiality
of resident information as well as statements concerning the removal of, or
destruction of, hard copy or electronic files, and resident access to personal
information and records.
b)
Resident’s personal information can only be
disclosed with a signed consent from the resident.
1.3 Safety and Security
a)
The operator ensures that policies and procedures are in place to
promote the health and safety of all staff, volunteers and residents in
accordance to the Occupational Health and Safety Act, as amended, and
its regulations. It includes worker training (e.g., new employees, WHMIS,
new job procedures), workplace inspections, emergency procedures, First-aid and
rescue procedures, Fire prevention etc.
b) The operator
ensures that policies and procedures are in place to manage various types of
emergencies (e.g. medical emergencies, fire, flood, threats/ assaults, loss
of essential services, service disruption, extreme weather conditions,
missing residents, death).
c) The operator
ensures that a procedure is established and
followed when a fire alarm is called. It includes the duties of staff and
residents in accordance with the Fire Protection and Prevention Act, as
amended, its regulations and any relevant guidelines published by the City, the
Province or the Office of the Fire Marshal for Ontario.
d)
The operator ensures that emergency evacuation procedures are posted in
a conspicuous place within the hostel’s premises.
e)
All staff are trained in emergency evacuation of the hostel and all
residents are informed of the evacuation plan when they become a resident or as
soon thereafter as is practical.
f)
The operator ensures that a First Aid Kit is available on the hostel’s
premises and is located in a
safe and easily accessible location to all staff. A portable kit is taken on
outings. The First Aid Kit is checked and updated on a regular basis.
g)
Emergency
phone numbers, police, fire department and ambulance, are posted near every
telephone.
h)
During periods of extreme heat, at minimum, air fans and sufficient
drinking water are actively provided to residents. Where possible, a room with
air conditioning is provided.
1.4
Resident Finances and Trust Accounts
a)
Subsidized
residents are responsible for the management of their personal needs allowance
and other financial resources. The operator may assist in managing residents
finances with a
signed consent from the resident.
b)
The operator keeps a financial file for each
resident, separate from the resident personal file. The files are kept in a
protected location and secured against unauthorized access in order to
maintain privacy and confidentiality.
c) The
operator establishes and maintains one or more non-interest bearing trust
accounts in a chartered bank, trust company, or a Province of Ontario Savings
Office in which all monies including Personal Needs Allowances that are
received by the operator in trust for and on behalf of residents are deposited.
d) The
operator maintains an accounting ledger for each resident to record Personal
Needs Allowance disbursement and a separate accounting ledger to record all
other monies received by the operator in trust for and on behalf of such
resident.
e) The
ledgers for each resident detail all deposits to and withdrawals from the trust
account, the balance, the source of the deposit or the purpose for the
withdrawal, as the case may be, and the date of each deposit or
withdrawal. The operator attaches to
the applicable ledger any receipt or other record for the corresponding deposit
or withdrawal.
f) The
operator makes part or all of the money in the trust account available to a
resident upon request and ensures the resident signs and/or initials in the appropriate
ledger, as the case may be, to confirm receipt by the resident of such money
(cash). In those instances where the
operator received money from a trustee in trust for and on behalf of a
resident, the operator makes part or all of the money available to such resident
only in accordance with the written instructions of the trustee.
g) The
operator retains the deposit books, deposit slips, passbooks, monthly bank
statements, cheque books and cancelled cheques applicable to the trust account;
each resident’s ledgers and any receipts or records and the written
instructions of the trustee referred to in the previous section is kept in the
resident’s financial file.
h) The
operator, at any time upon request of a resident, or on written demand of his
or her authorized agent, or a trustee acting on behalf of a resident, or such
trustee’s authorized agent, makes the ledgers and any other documentation
pertaining only to such resident available at reasonable hours during any
business day.
i)
A statement of financial activity is provided to
the resident at least every six months and a copy sent to the City’s Supported
Living Services. The
City may inspect the foregoing documentation pertaining to subsidized residents
at any reasonable time.
j)
The operator will not:
q Deposit
any money received in trust for and on behalf of a resident in an account other
than the trust account
q Use
any money in the trust account to pay for services rendered under this
Agreement
q Co-mingle
any monies the operator receives pursuant to the Agreement with any monies in
the trust account. Where the co-mingling of monies is unavoidable because such
monies have been forwarded to the operator in one cheque or other negotiable
instrument, and the operator must deposit it in one bank account in order to
negotiate the cheque or other negotiable instrument, the operator must transfer
or deposit the appropriate trust monies into the trust account without any
delay.
1.5 Human Resources
Hiring
a)
The operator hires employees with
appropriate qualifications, experience and ability for working with vulnerable
individuals and obtains a Canadian Police Certificate from each employee. The operator
maintains documentation for each employee including evidence of qualifications,
experience, orientation, training and Police Certificate. The Employment Standards Act
and Regulations govern the operator and hostel staff.
a)
Written job descriptions describing responsibilities and scope of
function are available for all staff positions.
b)
Staff supervising residents, or providing care and support to
residents:
q Are at least
eighteen years of age
q
Have a suitable level of education and /or experience as follows:
Ø At least three (3) years relevant experience working with vulnerable
people and/or people with mental illness; or
Ø
A high school diploma and at least six (6)
months relevant experience working with vulnerable people and/or people with
mental illness; or
Ø
A suitable level of education achieved through community college,
university or other accredited institution.
q
Obtain First Aid and CPR certificates within their first
year of employment, and keep their
certificates current thereafter.
c)
At least one staff person directly involved with food preparation
obtains the Food Handler certificate course given by the City of Ottawa, or has
evidence of similar training and relevant experience.
Orientation
d) Each new staff
receives a copy of his/her job description, an appropriate orientation to the
particular job, the hostel’s policies and procedures and the staff code of
conduct.
Supervision
e) The operator supervises hostel staff and ensures staff are capable
of communicating clearly and effectively with residents, of sustaining the
emotional demands of their work and are providing safe and adequate services as set
out in these Standards.
f) A staff code of conduct outlining professional behaviour is posted in a conspicuous place within
the hostel’s premises
Training
g)
Each employee is given
opportunities and is encouraged to participate in workshops or seminars on
topics relevant to their duties (e.g. such as understanding mental illness,
non-violent crisis intervention, advocacy issues, community resources and
related issues).
Staffing Ratio
h)
The operator ensures that at least one staff
person, with current certifications in First Aid and CPR and whose primary duty is the supervision of the residents, is on site in the domiciliary hostel
at
all times. When there is only one staff person on site, a supervisor can be
reached at all times and additional resources are provided as necessary, in a
timely fashion.
i)
The operator ensures that at all times a sufficient number of staff is
on duty to ensure compliance with the Agreement and the Service Standards and
the resident population housed in the facility.
STANDARD
2: RESIDENT SERVICES
2.1 Admissions, Transfers, Discharges
a) The operator acknowledges that the City’s
written authorization is required for placement of a subsidized resident to
their hostel prior to the admission of the subsidized resident.
b) The operator notifies the City, Supported
Living Services, if the services available at the hostel cannot meet the
resident’s needs for admission, or if the resident’s needs have changed since
admission can no longer be met.
c)
The operator enters into a
written tenancy agreement with each subsidized individual who is admitted as a
tenant of the hostel. The agreement is signed by the resident or
representative, retained in the resident’s records and a copy provided to the
resident as per the Tenant Protection Act. 1997,S.O.1997, c.24.
2.2 Resident Records
a)
Each resident’s personal file is
kept
in a secure location to maintain privacy and confidentiality. A personal
file is created for each new resident and it includes:
q
Name
q
Age
q
Gender
q
Name,
address and telephone number of next-of-kin and, if applicable, attorney for
property and attorney for personal care, as set out in the Substitute
Decisions Act, 1992, S.O. 1992, c.30, as amended;
q
Previous
address
q
Date of
admission
q
Placement
letter from the City
q
Date of
discharge or death
q
The name,
address and telephone number of the resident’s physician(s), if available
q Incident Reports concerning such matters
as accident, injuries, abuse of residents or staff, and details concerning
incident resolution
q Log of resident’s leave (overnight, week-end, vacation, hospitalization etc.)
q
Log of medical
appointments/treatments and other health related appointments/treatments such as dentist,
physiotherapist, addiction treatment
q
Individualized service plan and
q Staff
notes relating
to the resident such as a log of
participation in community or in-house support /recreational activities, changes in the
resident’s condition, communication with the responsible party when there is a
significant change in the resident’s condition, care provided to the resident
etc.
b) Upon admission,
the operator sets up a written individualized service plan for each new
resident. The resident’s needs for care and services are determined
with the resident. The service plans are accessible to staff members who provide care
and services to residents. An individualized service plan includes:
q
Safety/security risk assessment
q
Medication
prescribed, orders made by
physicians
q
Known allergies
q
Special dietary needs
q
Extent of resident’s ability to independently perform
activities of daily living, type of assistance needed and care and services to
be provided including participation
in community or in-house support /recreational activities
2.3 Resident Orientation
a) On admission or shortly thereafter, the operator
provides each new resident with written information and/or explanation about
the following:
q
The domiciliary hostel’s physical and organizational structure and
services available
q
Residents’
rights and responsibilities when living in the domiciliary hostel
q
The
House Rules
q
Resident’s
council (if available)
q How to obtain information, communicate concerns, lodge complaints or recommend changes
q Evacuation plans (location of fire exits, exit alarm system, fire and disaster procedures and drills etc.)
2.4 Personal Care and Health
a) Residents are
responsible, as far as possible, to maintain their personal well-being and to
participate in decisions about their personal care and health needs. The operator
ensures that supervision of and, where required,
assistance with the routines of daily life are provided by hostel
staff. Where warranted, assistance with bathing or
other personal care may be provided by a third party such as CCAC.
b) The operator ensures that a policy is in
place that outlines how the hostel monitors on a regular basis the well-being
and the presence of a resident in the hostel.
c)
Where a
resident's refusal to attend to their personal care infringes upon the rights
of other residents, the operator discusses these matters with the resident in a
manner which at all times respects residents rights and dignity.
d)
The operator
assists residents to obtain the services of a personal physician of the
resident's choice.
e)
The operator
assists residents wanting to access preventative health care programs by
providing information about dental, general physical, birth control, optical,
mental health, and other services and programs in their community. Referrals to
health services, where appropriate, are made in consultation and in accordance
with residents' assessed needs and wishes.
f)
The operator
assists residents in accessing transportation to medical appointments.
g) Either
within the domiciliary hostel or by referral to community resources, the
operator provides opportunities for each resident to participate in leisure,
entertainment, recreational and educational activities, spiritual and religious
observances, or other programs according to their personal interests and
preferences.
2.5 Medication
a)
There are
written policies and procedures in place to govern the storage and management
of medication.
b)
At minimum, the operator ensures that all prescription drugs and
other medication are:
q
Kept in one or more locked cabinets, unless the drug requires
refrigeration, or must be kept with the residents for immediate use
q
Properly identified as to the drug name and user
q
Kept in the original container bearing the
original label unless transferred to another container and relabelled by the
prescriber or the pharmacist
q Made available only from properly labelled
containers and only to those residents for
whom they have been prescribed and as ordered by the physician
c)
A list of all
prescription medications being taken by each resident is
kept up-to-date.
d)
Only PRN medication, authorized in writing by a physician, is given to
a resident upon request. The resident’s response to PRN medications is
documented, monitored and reported to the resident’s physician as appropriate.
e)
A record, such as the Medication Administration Record (MAR) or
equivalent, is kept for the release of medication including PRN medication. The
record includes the name of the medication, the date, time, dose and route
where applicable, and the signature of the person releasing the medication.
f)
Residents who refuse to take their medication and/or choose not to
observe other aspects of their health are made aware of their responsibility to
ensure that these decisions should not infringe upon the rights of other
residents and/or staff.
g)
Visible side effects of medication either observed by staff or reported
by a resident, adverse behaviour, or consistent non-compliance to medication
are documented, and reported to the resident’s physician as appropriate.
h)
Medication belonging to a resident is given to that resident when
he/she leaves the domiciliary hostel temporarily, or is discharged. The
resident’s medication shall be in its original labelled container. When the
resident is discharged, if practical,
the resident signs a receipt.
i)
Medication that is ordered discontinued by the attending physician or unclaimed when a resident dies is returned to the pharmacist
who will ensure it is appropriately disposed of.
j)
Injectable medication of any kind (except for self-injected insulin) is
administered only by a regulated health professional.
k)
The operator complies with, and encourages residents to comply with
City by-laws and policies concerning the proper disposal of syringes
2.6
Food and Meal Services
a)
The Operator ensures that all food is prepared, handled and stored in a
sanitary manner so as to prevent the spread of food borne illness in accordance
with the Health Protection and Promotion Act and its Regulations.
b) Menus
are planned, at least two (2) weeks in advance,
provide
balanced nutrition, variety from each of the food groups according to the most
up-to-date version of the Canada’s Food Guide to Healthy Eating, published by
Health Canada, and include alternate choices at each meal.
c) Weekly and daily menus are posted in a conspicuous place within the hostel’s premises, easily accessible to
residents, families and representatives. All substantial
deviations from the written menus are documented and retained on file.
d) Residents are
served a
minimum of three (3) meals a day, and snacks and beverages
between each meal. Time intervals between meals shall be regular but flexible
in response to other household routines and activities. No more than fifteen (15) hours shall
elapse between
the evening meal of one day and the morning meal of the following day.
e) On advance
notice, a meal is held aside or a bag/box lunch is prepared for residents who are
absent during a meal period to attend school, treatment or employment, or other
activities.
f) The operator
provides meals prepared in sufficient quantity, quality and nutritional values
to meet the needs of residents.
g)
The operator will encourage clients who appear to be undernourished or
underweight or overweight to seek medical or nutritionist assessment. Alterations and/or restrictions to prepared
meals are provided for residents with special dietary needs when ordered by a
doctor or dietician. This information
is kept in the resident’s file and in the food preparation area for routine
reference by kitchen staff
2.7 Resident Relations
a)
The operator and management staff act in such a way as to model
ethical, responsible behaviour for all who work with them.
b) Services are provided
in an atmosphere of dignity and respect for all residents. Residents’ rights
and privacy are promoted at all times.
c)
A bulletin board is placed in a conspicuous area within the hostel’s premises, easily accessible to
residents, families and representatives in order to post menus, house rules,
staff code of conduct, resident’s rights, complaint procedure and notices of
community events.
d)
A copy of the residents’ rights and responsibilities and the house
rules is given to residents on admission.
e)
Each resident has access to the domiciliary hostel on a twenty-four
(24) hour basis, however operators may make appropriate arrangements to ensure
late night access to the domiciliary hostel.
f)
Residents have 24-hour access to a bathroom and washroom, a sitting room
and their bedroom.
g) Each resident may
have visitors at the domiciliary hostel as long as the visitors do not
interfere with the privacy and rights of other residents or the usual operation
of the domiciliary hostel. The operator
shall establish a schedule to allow visitors open access to the domiciliary
hostel during reasonable hours. The operator may, for cause, deny certain
visitors access to the domiciliary hostel.
h) A residential
(non-pay) telephone for local calls is available in the domiciliary hostel for
the use of residents.
i)
The operator makes every effort to provide a private space, when
requested by the resident, for private telephone calls or private visits with
lawyer, doctor, advocate, friends or family etc.
j)
All mail received and sent by residents is unopened.
k)
The operator
allows residents to decorate their rooms and hang wall adornments to their own
taste, in keeping with safety requirements and the house rules.
l)
At least one
(1) television is available for residents’ use in the common area. In large
domiciliary hostels, operators are encouraged to provide additional
televisions.
m)
The operator allows residents to have their own radios, television and
clocks in their bedrooms, in
keeping with safety requirements and the house rules.
n)
Staff do not enter a resident’s bedroom without knocking first and
asking permission to enter unless there is an emergency where the resident’s
(or other resident’s) safety is in question/jeopardy.
o)
Where there is reason
to believe that a resident's personal living space or belongings may pose a
fire, health or other safety hazard, these should be inspected with the
resident's voluntary consent. Justification for such a search is communicated
to the resident. Where the resident's consent is not obtained, a person
other than staff, in addition to the resident is present.
p)
The operator
does not conduct a physical search of any kind on a resident's person.
He/she consults with the police when there is reasonable suspicion of illegal
or dangerous situations. A record is kept of any inspection of a
resident's living space and belongings, or, any situation in which the Police
is summoned. This record is retained in the domiciliary hostel resident’s
personal file.
q)
The operator provides the residents with opportunities to establish and
maintain an organized residents’ council.
r)
Residents are informed of and assisted in accessing advocacy/support
agencies, available to them, which can assist them in promoting their rights.
s)
The operator ensures that policies and procedures are in place to
manage written complaints regarding the domiciliary hostel and its services and
to respond to requests or suggestions made by a resident or resident’s
representative. The procedures are posted in a conspicuous place within the hostel’s
premises, easily accessible
to residents, families and representatives.
t)
The operator responds, professionally and appropriately, and in a timely fashion, to all
written requests, suggestions and complaints. The operator ensures that
confidentiality is respected at all times. Records of written requests,
suggestions and complaints are kept and include the date received, the feedback
and the date it was provided to the complainant, the actions taken to resolve
the issues and the follow-up.
2.8 Housekeeping /Laundry
a)
The operator maintains a clean and safe environment at all times and
ensures that written housekeeping assignments and/or routines
are in place.
b)
There is a readily available supply of clean linen (including sheets,
pillow cases, blankets, pillows, bath, hand and face towels) sufficient to meet the
residents’ needs.
c)
Bed linen is changed at least once weekly and more frequently as
required.
d)
Linen is maintained in a good state of repair and free of stains.
e)
All linens
are changed and the bed cleaned when the occupancy of a bed changes.
f)
The operator assumes the cost of laundry and laundry supplies. The
resident’s personal clothing is laundered at least once a week and at no cost to the resident. The operator, if
practical, provides access, at least once a week, to a washer,
dryer and laundry supplies without a fee to residents who are both able and
responsible to launder their personal clothing.
STANDARD 3: ENVIRONMENT
3.1
Maintenance
a)
The building is kept weatherproof
and free from dampness.
b)
The operator maintains the premises, its furnishings and equipment in a
safe and clean condition and in a good state of repair. A maintenance plan
is provided to the City, upon request.
c)
The access to stairwells and exits are free from obstruction and
flammable materials as required by legislation/ fire code regulations.
d)
All chemicals are stored in labeled containers and are
kept inaccessible to residents.
e)
The domiciliary hostel is maintained at a minimum temperature of 22
degrees Celsius (71.6 degrees Fahrenheit).
f) Elevators are maintained and inspected on a regular basis and
display valid licenses.
3.2 Premises
Bedrooms
a)
The operator does not permit any resident to occupy for sleeping
purposes any space in the domiciliary hostel used as
a lobby, hallway, closet, bathroom, stairway, cellar, furnace or utility room.
b)
Bedrooms are not less than 7 square
meters (75 square feet) and not less than 16.99 cubic meters (600 cubic feet)
of air space for each resident.
c)
Each
bedroom has glass window(s) which
is not less
in total area than ten
percent (10%) of the floor area of the room in size and can be opened to the outside to provide an
open area of at least five percent (5 %) of the floor area of the room.
d) Each
bedroom accommodates a maximum of 3 residents. The requirement that each
bedroom accommodate a maximum of 4 residents will continue to apply to Domiciliary Hostel
for which a City Agreement was already in place on the date when these
standards came into force.
e)
Bedroom doors
are lockable from the inside, and the operator has an access key to each room for use in an emergency
situation and/or for cleaning.
f)
Each resident is provided with a bed, a mattress, a bedside table and
lamp, a separate dresser, a clothing closet,
a waste basket, a chair, a towel rack (towel rack to be available in the
bathroom or bedroom) and at least one
lockable drawer or one lockable space in the bedroom where the resident may
place, at his or her own expense, a lock of
a type approved by the operator. All of these items must be clean and in good
repair.
g)
The mattresses have a minimum width of
91.44 cm (36 inches) are safe, sanitary and in good repair. Where possible, mattresses are
covered with a flame-retardant and moisture-retardant material.
h)
The distance between beds is at least 91.44 cm (36 inches).
Designated Interior Smoking Area
i)
Any designated interior smoking area is enclosed and separated from the
rest of the hostel and provided with a self -closing door and an exhaust vent
to the exterior with a minimum ventilation rates according to the Ontario
Tobacco Control Act, 1994 sec 9(1).
Dining Area
j)
The dining
area has a minimum of 1.85 square meters (20
square feet) of floor space and 3.40 cubic meters (120 cubic feet) of air space
per resident when accommodating at one time more than fifty percent (50%) of
the resident capacity of the domiciliary hostel and has adequate lighting and ventilation.
Handrails, balustrades, stairways
k)
The operator
ensures that the following are installed in the home and are in a good and safe
condition:
q Handrails on at least one (1) side of any
stairway and, where the width of the stairway requires, on both sides;
q A structurally sound balustrade or guard
rail in good repair on all open sides of a stairway, landing, raised porch or
balcony, or roof to which access is provided; and
q
Stair treads covered with an
acceptable non-skid and fire-retardant material
Lighting
l)
The levels of illumination required under the
Ontario Building Code are maintained during all hours of operation. Lighting equipment provides adequate
illumination for the use of all indoor and outdoor spaces, including all
hallways, stairways, landings, ramps, and at all entrances and exits (including
the exterior of the front and back doors) to ensure the safety of residents and
staff.
Sanitary Facilities
m) The number of sanitary
facilities are, at least:
q
One (1)
washbasin and one (1) flush toilet for every eight (8) residents and
q
One (1)
bathtub or shower for every ten (10) residents
n) Each toilet and each bathtub have at least one grab bar or similar
device of a type that will ensure the safety of residents.
o) Each bathtub/shower stall is furnished with slip
resistant material that adheres to the bottom of the tub/shower stall.
p)
Each washroom, bathroom, shower/bath have a lock, which can be easily
released from the outside in case of an emergency.
q) Where one or more residents are confined to wheelchairs, at least
one accessible bathroom, toilet and shower is provided.
r)
Sanitary
facilities are equipped with an adequate supply of common toiletries such as toilet tissue and soap.
s)
Sanitary
facilities are equipped with receptacles of durable construction that can be
easily cleaned, to hold either used towels, other soiled linen, or waste
materials.
Sitting Room(s)
t)
The minimum
total space for the sitting rooms is the greater of:
q
An area equal
to 1.39 square meters (15 sq ft) of floor space for each resident in the domiciliary hostel
or
q
11.148 square meters (120 sq ft) of total area
Water supply
u)
The operator
ensures the hostel water supply system is
adequate to meet the
residents’ needs for potable water and for hot water.
v) The temperature of the water serving all bathtubs, showers and washbasins used by residents is
maintained does not exceed 49 degrees Celsius (120 degrees Fahrenheit)
and is controlled by a device, inaccessible to the residents, that regulates
the temperature.
Windows
w)
All operable windows have an attached screen in proper working order,
and appropriate window coverings such as shades, blinds, or curtains to provide
privacy and prevent entry of flies and other pests. These are clean and in good
repair.
GLOSSARY
This glossary of
terms is intended to support the Domiciliary Hostel Standards by providing a
clear understanding of some key vocabulary and expressions as understood by the
City and operator.
Admission: a process of
granting a person access to a facility and its services.
Advocacy: a system that
supports and assists a resident to express his/her wishes, to understand
his/her rights, and to facilitate his/her access to required services.
Agreement: a mutual and
legally binding understanding between the City and the operator as to their
respective rights and obligations, often resulting from the exchange of a
sequence of offers and compromises.
The
Domiciliary hostel shall give to each individual who is admitted as a tenant of
the facility, prior to entering into tenancy agreement, a care domiciliary
hostel information package (CHIP) as required under the Tenant Protection Act. 1997,S.O.1997,c.24,. Should
this be here or in standards – in the standards
·The Domiciliary
hostel shall enter into a written tenancy agreement with each individual who is
admitted as a tenant of the facility, the agreement shall be signed by the
resident/representative, retained in the resident’s records and a copy provided
to the resident Should
this be here or in standards
Assessment: systematically
gathering information from all available sources (including the
applicant/resident or his/her representative) and evaluating the information in
order to develop an individualized service plan.
Complaint Process: a mechanism to address and work
toward resolving resident, staff and or community concerns.
Conflict of Interest: a situation in
which an individual uses or is perceived to use information, influence and/or
resources of an organization to which they are affiliated primarily for
personal benefit, benefit to their family, or to protect against personal loss
or that of related organizations to which they belong, without prior disclosure
or affiliation.
Discharge: a process of concluding an
individual’s stay at a particular facility.
Domiciliary Hostel: a facility operated
independently of the City by the operator as set forth in an Agreement between
the operator and the City.
Guidelines: explanatory
details related to standards, outline courses of action or explanations related to the standard and are intended
to provide guidance and resource to domiciliary hostels.
Individualized Service Plan: a unique,
individualized document for each Domiciliary Hostel resident, intended to chart
a course of action necessary to help the individual achieve a set of resident
driven goals to enhance their quality of life.
Ministry: the Ministry of Community and Social Services of the
Province of Ontario
Operator: the operator under an
Agreement with the City of Ottawa.
Per Diem Amount: an
amount calculated in accordance with the formula set out in the Domiciliary
Hostel Agreement that is payable by the City to the operator for the provision
of services rendered pursuant to the Agreement.
Principle: is a reason,
general truth, a base on which standards are founded or derived.
Procedure: a written set of
instructions to achieve a given task. A procedure may form a standard against which
to evaluate the performance of that task.
Regulations: the
regulations made pursuant to the applicable Act, as amended from time to time
Routines of daily life: activities such as bathing, personal hygiene, dressing,
eating, rest, as well as social and recreational activities.
Personal Needs Allowance:
means the monthly
amount set out in the Agreement for the subsidized resident’s personal use.
Resident’s Representative: a
person who assists the resident in expressing his/her wishes and understanding
his/her rights; a representative can be family member or friend designated by
the resident or a legally designated trustee.
Site Review: a visit to the Domiciliary
Hostel by City staff, for the purpose of conducting a review of financial and
service records and operations as a means to determine if contractual
obligations including compliance with Domiciliary Hostel Standards are being
met.
Subsidized Resident: a person, other than the Operator, its directors, officers,
employees, contractors or volunteers, and who is 18 years of age and over, and
determined by the City, in its sole discretion, to be eligible for financial
assistance under the Domiciliary Hostel Program.
Trustee: a guardian of property
duly appointed under the Substitute
Decisions Act, 1992, S.O. 1992, c. 30, and regulations thereto, as amended
from time to time, an attorney under a continuing power of attorney, a trustee
duly appointed under a statute, a will or other instrument, as the case may be.