Customer Service Standards

Shelter, Support and Housing Administration – Customer Service Standards

The Shelter, Support & Housing Administration Division (SSHA) ensures that homeless people and people at risk of homelessness have a range of shelter and affordable housing options and provides temporary shelter and support for homeless individuals and families, while assisting them to achieve permanent housing solutions. The division's services fall under three main areas:

  • homeless and housing first solutions
  • social housing system management
  • city emergency human services

 

Corporate Service Standards


The City's corporate online, email and telephone service standards support the delivery of exceptional, equitable and accessible customer service.

 

Customer Service Contacts

Service Area

Customer Service Response

Customer Service Standard

Action is taken on all customer service contacts as quickly as possible. When a contact is received, all reasonable efforts are made to contact the customer within one business day to acknowledge that the request has been received. Emails are acknowledged within 48 hours of receipt. Calls received on weekends or after business hours are returned the following business day. If divisional staff do not provide the service in question, we will refer the customer to the appropriate person and/ or organization. Customer service contacts are logged and tracked in the division's customer service tracking system.

Provide Emergency Shelter and related support

Service Area

Compliance with Toronto Shelter Standards

Customer Service Standard

All shelters in Toronto are required to adhere to the Toronto Shelter Standards and are subject to regular reviews by City staff. We require shelter providers to maintain 70% on Quality Assurance evaluations. All providers will work with City staff to remediate any partially or unmet standards, with specific emphasis being placed on any provider that falls below the 70% passing mark.

Provide Emergency Shelter and related support

Service Area

Counselling Supports

Customer Service Standard

Every client will have a support service plan in place within 14 days of admission to a shelter. Providers are required to work with clients to make this happen. The plan will include short and long term goals related to helping the client find and maintain appropriate housing in the community. The goals may be associated with finances, health and employment and include referrals to other appropriate services. See Client Support Services Framework.

Homeless and Housing Support in the Community

Service Area

Street Outreach

Customer Service Standard

A street outreach worker is available 24/7 to respond to calls from the community about individuals who are sleeping on the street or who are panhandling. When a call comes in during regular business hours, a worker/ mobile team will be dispatched within two hours to follow up.

Emergency Human Services Response

Service Area

Neighbourhood Emergency Response

Customer Service Standard

The Emergency Response unit will respond to neighbourhood emergencies within two hours of notification by appropriate first responders.

Manage Social Housing Provider Subsidies

Service Area

Housing Provider Subsidies

Customer Service Standard

All social housing providers' subsidy requests will be processed prior the provider's fiscal year-end and all housing providers will receive their transfer payments from the City on the first business day of the month.