St. Leonard's Community Services

Buffalo Street Residence

Staff Handbook

Approved March 9, 2009
How To Use This Manual

This manual is divided into the 10 functions of the St. Leonard’s Community Services’ Planning and Evaluation Model.

Buffalo Street Residence (BSR) operates under a contract with Correctional Services Canada (CSC) to provide necessary services to clients referred by CSC.  CSC area and local office are important partners in our work with offenders.

While offenders are clients of BSR, we are required to observe clients for deterioration of behaviour or potential violation of release conditions, and in consultation with the local CSC office, take appropriate action in order to ensure public safety. This action may at times result in the temporary removal of the client from Buffalo Street.

Our contract also lists standards for Community Residential Facilities that we are required to fulfill. The procedures described in this manual must be followed in order to meet those contractual requirements.

The information contained in each section is as follows:

1. Planning
2. Documenting
3. Regulations
4. Finances
5. Facilities
6. Human Resources
7. Internal Communications
8. Community Relations
9. Marketing
10. Client Service

Although this manual is comprehensive, all relevant policies and procedures relating to the operation of Buffalo Street Residence are not listed.  Other manuals, containing relevant policy information include the St. Leonard’s Community Services Policies and Procedure Manual, the Correctional Service of Canada’s Community Residential Facilities Program Standards and the Operating Manual of the Ministry of Health and Long-Term Care.

TABLE OF CONTENTS

Buffalo Street Residence Resource Description

Vision, Mission, Values and Statement of Purpose

1.1 Departmental Operating Plan

2.1 Information Sharing
2.2 Client Files
2.3 Flagged Client Files
2.4 Return of Closed Files
2.5 Faxing
2.6 Database
2.7 Internal Memos and Weekend Summary
2.8 Forms
2.9 File Naming and Saving
2.10 Hard Drive Back up
2.11 Reporting

3.1 General
3.2 Meals
3.3 Non-Smoking Policy
3.4 Urinalysis and Breathalyzer Testing
3.5 Protocol LHIN

4.1 General
4.2 Program Budget
4.3 Purchase Procedure
4.4 Purchase Orders
4.5 Petty Cash
4.6 Cheque Requisition Form
4.7 Grocery Shopping
4.8 Allowances

5.0 Facilities

5.1 Facility Tours
5.2 Chores
5.3 Garbage and Recycling
5.4 Bedroom Guidelines
5.5 Laundry Facilities
5.6 Damage/Maintenance/Work Orders
5.7 Tools
5.8 General Office Guidelines
5.9 Program/Boardroom Guidelines
5.10 Program Keys
5.11 Front Door

6.1 General
6.2 On-Call System
6.3 Staff Schedule
6.4 Staff Sign in Sheet
6.5 Student and Volunteer Guidelines
6.6 Panic Buttons

7.1 General
7.2 Communication Tools
7.3 Shift Changeover
7.4 Staff Meetings
7.5 Case Management Process
7.6 House Meetings
7.7 Website, Intranet and Email

8.1 General
8.2 Telephone Etiquette
8.3 Brant Community Assessment Team

10.1 General
10.2 Intake/Admission Process
10.3 Personal Care Items
10.4 Client Health
10.5 Medical Emergencies
10.6 Procedures for Administering Medication
10.7 Physician Reports
10.8 Role of Counsellor (Primary Workers) and Manager in Treatment Planning
10.9 Timelines for Developing and Reviewing Treatment/Action Plans
10.10 Client Progress Summaries
10.11 Client Property
10.12 Client Property – Discharge
10.13 Packing Client Property - Unplanned Discharge
10.14 Room Searches
10.15 Personal Searches
10.16 Disciplinary Action and Loss of Privileges
10.17 Grounds for Non-Voluntary Termination
10.18 New Releases
10.19 Curfews
10.20 Unlawfully at Large
10.21 Weekend Passes
10.22 Weekend Call System
10.23 Suspected Substance Use
10.24 Client Disclosure of Substance Use
10.25 Arrests
10.26 Meals
10.27 Client Access to Telephones/Cell Phones
10.28 Client Transportation
10.29 Mail
10.30 Visitation Policy
10.31 Visitor Registration
10.32 Enhanced Client Services
10.33 Enhanced Program for Mental Health Clients

BUFFALO STREET RESIDENCE RESOURCE DESCRIPTION

Operator’s Name – St. Leonard’s Community Services
1100 Clarence Street South, Suite 101
P.O. Box 638
Brantford, ON N3T 5P9
Telephone:  519-759-8830
Executive Director – William B. Sanderson
Email Address – wsanderson@st-leonards.com

Key Personnel

Sue Lefler – Service Director
Rudy Essegern – Manager

Resource Information
Location
19 Buffalo Street
Brantford, ON
519-753-4600

Type of Resource – Correctional Group Home (Residential Substance Abuse Treatment)

Association/Affiliation – Ontario Halfway House Association

PHYSICAL DESCRIPTION OF RESOURCE:

Buffalo Street Residence is a two storey brick home with a large veranda located in a residential neighbourhood near the Brantford city core.  The main floor of the residence consists of an eat-in kitchen, living room, bathroom, laundry room, staff office, confidential meeting space, client telephone area and client bedrooms.  The second floor consists of client bedrooms, bathroom, program/boardroom, Manager’s office and linen closet.  The basement consists of a small T.V. room, food and general storage/furnace rooms.  The residence has front and back gardens, a large fenced in backyard, deck and driveway.

Number of bedrooms – 10
Number of single bedrooms – 9
Number of shared bedrooms – 1

Bedrooms are equipped with the following for each client:

• Bed
• Dresser
• Bedside table
• Desk and chair

Clients are allowed free access to all living areas within the residence, with due regard for the privacy, safety and personal possessions of others.  Staff knock before entering a client’s bedroom.  The basement TV room has been designated for private visits and under special circumstances clients and their visitors may access the program/boardroom for private visits. 

Surrounding Community

The City of Brantford and surrounding area is located on the scenic Grand River about half-hour from Hamilton and Cambridge.  The area’s population is about 100,000.  Buffalo Street Residence is centrally located in an older residential neighbourhood in Brantford.

The neighbourhood offers several places of worship, schools as well as industry and commercial businesses within close proximity.  The residence is within walking distance to shopping, public parks, library, medical/hospital services, social service agencies, public transportation and the train station.

PROGRAM DESCRIPTION

Buffalo Street Residence is a residential substance abuse treatment program for male federal offenders on various forms of conditional release, i.e. Day Parole, Statutory Release, Statutory Release with Residency, Full Parole with Residency and Unescorted Temporary Absence.  Support services are provided on site and through other Agency programs.

Buffalo Street Residence is a bridge to the community and exists in order to promote the successful re-integration of offenders into the community, while maintaining an acceptable level of risk suited to each individual.  Buffalo Street Residence contributes to the management of that risk by providing suitable accommodation, monitoring, intervention, and contributing to the social and economic support that assists conditionally released individuals to become law-abiding citizens.

Target Population – Male federal offenders with identified substance abuse issues.  The residence accommodates up to 11 clients.

Refers to Community Residential Facility Standard C.10 and Appendix D Statement of Work 4.0

Our Vision

St. Leonard’s Community Services will be a recognized centre of excellence in the community for the provision of services to children, youth, adults and families.

Mission Statement

St. Leonard’s Community Services responds to community needs by providing quality addiction, mental health, employment, education, justice and residential programs.

These programs enable children, youth, adults and families to overcome challenges through choices that result in positive change.

Values and Beliefs

1. A commitment to excellence in client service.
2. Respect for the dignity and diversity of our clients.
3. Support and recognition of our staff.
4. Collaboration and partnership.
5. Accountability to our funders, clients, partners and the community.

Buffalo Street Residence Statement of Purpose

Buffalo Street Residence (BSR) is a substance abuse treatment program that provides clients with the skills and support they need to achieve a productive, pro-social lifestyle.

BSR helps with the transition to the community by offering individual counselling, group programs, and employment services.  The house, located in Brantford, Ontario can accommodate 11 clients on Day Parole, Statutory Release, and UTA’s.

1.1 Departmental Operating Plan

Each year staff are involved in the development and implementation of a departmental operating plan.  A hard copy of this plan is provided to staff and reviewed regularly at staff meetings.  The operating plan is found in the staff office computer in the planning directory and on the Agency’s intranet site.

2.1 Information Sharing

Confidentiality
Copies of the documentation in the client file that are provided to the Agency by the Correctional Service of Canada (CSC) will not be shared with the client. Access to such information must be processed through CSC.

Refers to Community Residential Facility Standard C.64 and Appendix “D” Statement of Work 4.5.5 Page 5

Reporting Client Behaviour to CSC
BSR staff are required to report any information or incidents regarding clients’ program progress and parole conditions to the Parole Supervisor. Staff are required to notify CSC about any disciplinary actions or losses of privileges occurring within the residence. Staff will immediately report any violations of curfew or pass conditions and/or any suspected Special/Standard Condition violation, to the local CSC office and/or the Regional Duty Officer in Kingston and document in the log book and incident report. Staff will also notify the client’s Parole Supervisor of any assessments, observations, and significant conversations that relate to the client’s correctional plan and/or treatment/action plan, parole conditions and progress and document in the log book, incident report and Case Management Face Sheet.

Refer to Community Residential Facility Standard C.61, C.62, Appendix D Statement of Work 6.1.8

2.2 Client Files

The following CSC documentation will be in the possession of the Community Residential Facility (CRF) five days prior to the arrival of the offender:

• Finger Printing System (FPS).
• Correctional Plan (including the Criminal Profile).
• Pre-release Assessment for Decisions report and any addendum reports.
• Correctional Plan Progress Reports (including the Community Strategy).
• Community Assessments.
• Standard Profile.
• National Parole Board Decision Sheet.
• Copy of Release Certificate.
• A recent photograph.
• Any other relevant documentation as specified in CSC policies.

Upon receipt, staff are to date stamp and initial each sheet prior to filing in the appropriate section of the client file.  If any of the above documentation is missing, staff will notify the local CSC office to advise and record this contact including missing file documentation in the log book.

 Staff are required to familiarize themselves with this information and as well staff are briefed as part of shift change on the day of the client’s arrival.

The file will also contain the following standard case documentation:

• Additional reporting requirements determined by the Parole Supervisor.
• Treatment/Action Plan (Intervention Plan).
• Services provided by BSR, the Agency and other collaborating resources.
• Names, addresses and phone numbers of persons to contact in case of emergency.
• Signed acknowledgement of house rules.
• Assessment for Decision Reports, relevant to the current release, submitted to the National Parole Board.
• Progress Reports, written against the Treatment/Action Plan (Intervention Plan).
• Psychological Reports.
• Case file recording, including pertinent information from the log book.
• Letter to offender documenting reasons for non-voluntary termination (where applicable).
• Other documentation considered relevant to the provision of services.

Staff are to refer to the Policy and Procedure Manual Documenting Appendix Order of Assembly.

Refer to Community Residential Facility Standards C.24, C.30, E.50, Appendix “D” Statement of Work 4.5 and 6.3.4

2.3 Flagged Client Files

BSR has a system for alerting staff to client situations and conditions that constitute a special risk or high profile status for each client.  These clients are flagged by a letter "V" (Violent) on the Client Status List and their files will be kept in a red binder, with a description of the reasons for flagging included in the front of each file binder.

All flagged files will identify:

a. Clients who have been convicted of an offence or offences causing death or serious harm to others.
b. Clients who are assessed as having a high potential for violent or suicidal behaviour.
c. Clients whose medical or psychiatric history indicates a need for special attention.
d. Clients who have attracted considerable public attention.
e. Clients with a high profile flag in the Offender Management System (OMS).
f. Clients convicted of a Schedule 1 offence.

Refers to Community Residential Facility Standard C.63 and Appendix “D” Statement of Work 4.5.4
 
2.4 Return of Closed Files to CSC

Within 30 working days of the termination of the client’s residency, the CSC portion of the client file will be forwarded to CSC and the remaining file contents will be placed in locked filing cabinets in basement storage area.

Refers to Community Residential Facility Standard C.67 and Appendix “D” Statement of Work 4.5.6

Faxing is a regular way to send documents to other programs and agencies.  Although email is the preferred mode of communication, items containing the last name of clients are not to be emailed unless staff are using email via the CSC email account.  When faxing, the St. Leonard’s Community Services fax cover sheets are to be used and must accompany all faxes.  Once the fax has been sent, the fax cover sheet, showing that the document was successfully sent, is to be stapled to the document by the staff member sending the fax and filed so there is a record of the fax occurring.

2.6 Database

The Agency uses an electronic database to store and manage client information. 

Basic information is entered into the database.  All staff have a responsibility to ensure that all client information is up to date and accurate.

All of the staff computers have access to the central database so that information can be entered from a variety of different locations.  With good information going into the system, the database becomes a powerful and useful tool to manage client information. 

All staff require a username and password to log on to the server.

The full time Buffalo Street staff also have access to CSC’s Offender Management System which serves as a record of the client’s history.

Refer to Policy and Procedure Manual Human Resources Policy Employee Use of Electronic Technology, Community Residential Facility Standard C.66

2.7 Internal Memos and Weekend Summaries

Internal memos and weekend summaries are kept in the staff office in the communication folder.  All staff are expected to regularly review the communication folder.

Refer to Community Residential Facility Standards C.24, C.30, E.50, Appendix “D” Statement of Work 4.5 and 6.3.4

2.8 Forms

Program forms are available on the database and as paper copies in the staff filing cabinet.  CSC forms are also available in paper copies in the staff filing cabinet.  Staff are not to alter forms.

2.9 File Naming and Saving

BSR organizes computer files according to the Agency Planning and Evaluation Model.  Directories are established by department and fiscal year (e.g. c:\bsr0809).

Subdirectories are established by function.  The functions are as follows: planning (pl), documenting (doc), regulations (reg), finances (fin), facilities (fac), human resources (hr), internal communications (ic), community relations (cr), marketing (mkt), and client service (cs).  (e.g. c:\bsr0809\ic\).

Files, which are letters or memos, are named by the person they are going to and by date – 8 alpha 4 numeric (e.g. c:\bsr0809\doc\csc0725).  Files, which are not letters or memos, are named descriptively.  Minutes would be named c:\bsr0809\ic\staffmin0725. 

Outside of the database, all documents record the path and filename.  The path and filename is to be inserted at the bottom of every document using the following steps:

• Save file as usual.
• Place cursor at bottom of the page.
• At the top row of the task bar, click on “insert”, then “autotext”, then “header/footer”, then “filename and path”.
• The filename and path will automatically be inserted at the bottom of the document.
• Change the font size to 8 for filename and path.
• Save file again.

For Excel documents, the process is as follows:

• Save file as usual.
• From the File menu, choose Page Set Up.
• Select the Header/Footer tab.
• Select Custom Footer.
• Position cursor in left section and click on icon for file path and filename.
• Save file again

2.10Hard Drive Back Up System

The full time static night staff is responsible for backing up all BSR computer files on a rewritable CD.  Each computer is to be backed up a minimum of twice per week.  Backed up CD’s are to be forwarded to the Manager for secure storage.

2.11 Reporting

As per the contract with CSC, BSR is responsible for providing the following reports:

• Monthly Utilization Reports indicating total utilized beds by the client’s name, FPS number and gender.
• Monthly Living Allowance Report by client’s name, FPS number and gender.
• Incident Reports, as they occur.
• Other reports, requested by CSC.

The Administration Department is responsible for providing annual Audited Financial Statements and a complete listing of Board Members at the time of contract signing.

Refers to Appendix D Statement of Work 8.1, 8.3

3.0 REGULATIONS

3.1 General

BSR operates in accordance with the policies and procedures of St. Leonard’s Community Services and government legislation (i.e. Correctional Services Canada Community Residential Facilities Program Standards and the Operating Guidelines of the Ministry of Health and Long-Term Care).

Policy Manuals
The following labeled binders are located in the main staff office:

1. St. Leonard’s Community Services – Policies and Procedure Manual (including Human Resources Policies),
2. Staff Handbook,
3. Client Handbook and BSR appendix,
4. Community Residential Facilities Program Standards,
5. Health & Safety (e.g. Fire Safety Plan, Emergency Response Plan, Inter Residence Security Call System)
6. Agency Program Directory.

All staff are required to know the contents of this material.

3.2 Meals

Clients are provided with three meals a day. Staff will monitor meal preparation to ensure that health, and nutritional requirements are in accordance with Canada’s Food Guide.

Upon request, BSR ensures that special foods are available to meet client dietary and/or cultural needs.

Refer to Appendix D Statement of Work 4.6

3.3 Non – Smoking Policy

Buffalo Street is a non-smoking residence under the Smoke-Free Ontario Act which prohibits smoking in enclosed workplaces and enclosed public space in Ontario.  Clients are not permitted to smoke in their rooms, or inside the residence. Any smoking outside must be at least 9 meters away from the front door entrance and is limited to the outdoor smoking areas provided.

Violation of the non-smoking policy by clients will result in consequences including monetary fines, loss of privileges or withdrawal of residency support.   If a client is not working, the fine will be deducted from his day parole allowance.  If the client is working, he will be expected to pay upon receipt of his next pay cheque.

3.4 Urinalysis and Breathalyzer Testing

All clients residing at BSR are required to abstain from using drugs and alcohol.  To maintain the integrity of the program, clients will be tested for substance use upon arrival and then irregularly throughout their stay.  Testing includes urinalysis and breathalyzer samples.  The CSC urinalysis collector conducts routine tests on clients.  Positive tests may result in disciplinary action, including loss of privileges or termination from the program.

Refer to Community Residential Facility Standard B.12

3.5 Protocol for Local Incident Reporting to the Local Health Integration Network (LHIN)

The LHIN is to be advised of the following serious incidents, especially if these incidents cross Agency or LHIN boundaries or have provincial impact.  These incidents may include:

• Impending emergency department closures.
• Facilities incident or breakdown.
• Infectious disease breakdown.
• Emergencies that are anticipated to overwhelm local capacity.

When a significant incident is identified, during regular business hours (8:30 a.m. to 5:00 p.m. Monday to Friday), telephone the Hamilton Niagara Haldimand Brant (HNHB) LHIN and advise.  Confirm the details of the incident via email to the local LHIN contact, Doris Downie – doris.downie@lhins.con.ca and phone 1-901-945-4930, ext. 4221.  After hours, telephone the on-call pager number at 1-416-582-1200.

If the emergency requires a provincial response, or has the potential to escalate into a provincial emergency (local declared emergency, natural disaster, large scale evacuations, etc.), to reach the Ministry Emergency Management Unit call 1-866-212-2272.

Any situation involving any of these categories is to include immediate consultation with the Manager or Service Director.

Also refer to the Policy and Procedures Manual Regulations - Emergency Response Policy.

4.0 Finances

4.1 General

Staff are responsible for finances as they pertain to day-to-day activities in the program.  This includes petty cash for day parole allowances, recreation, gas, room and board payments and any purchases that staff are required to make on behalf of the program.

The Manager monitors all purchases.  Large purchases or capital needs are made in consultation with the Service Director. 

The assigned Counsellor (Primary Worker) works closely with the client to develop budgeting skills where appropriate.  Clients are encouraged to develop responsibility and self-discipline in dealing with finances.

Refer to the Agency’s Finance Manual.

4.2 Program Budget

A departmental budget is developed each year and is broken down in the following areas:

4.3 Purchase Procedure

All requests must be submitted to the Manager for approval.

• Receipts must be submitted for all purchases and use of services.
• On occasion, there will be items where a receipt cannot be obtained.  If this occurs, staff making the purchase must hand write a receipt noting the date, the purchase, amount of the purchase and sign the receipt.
• Change from the purchase must balance with the receipt submitted.
• All monies are to be placed in the locked Petty Cash box located in the Manager’s office.

Purchase Orders are used for items directly billed to the Agency.  The Purchase Order is completed by the Manager/delegate with the authorization of the Service Director.  Copies are circulated as follows:

White – to the supplier
Yellow & Pink – forwarded to Administration
Gold – kept on-site until the entire product arrives or service has been completed.

Upon delivery, staff on shift will obtain an invoice from the vendor/supplier and inspect the goods/service.  The invoice is to be attached to the gold copy of the Purchase Order and forwarded to the Manager.

BSR maintains a Petty Cash system, which is monitored by a designated staff person (a.k.a. Petty Cash Clerk) who performs the necessary administration duties.  This system is for day parole allowances, emergency food, client program transportation, recreation, parking and other miscellaneous expenses related to the operation of the program and approved by the Manager.  Receipts and change must be returned to the Petty Cash Clerk totaling the original request.  Access to petty cash is limited to the Petty Cash Clerk and the Manager.

In the event that staff need to purchase something for the program, he/she is to inform the Manager to ensure the money is available for the purchase.  The money is placed in a secure location noting what the funds have been issued for.  The receipts and change are returned to the Petty Cash Clerk.

Cheques are available to make program purchases.  A cheque requisition form is to be completed and forwarded to the Manager, who forwards the form to the Service Director for approval.  Requests should be submitted in advance to allow for proper approval and processing.

The designated staff member will complete a grocery list planned in accordance with the Canada Food Guide and will include any client special dietary/cultural needs.  Upon completion, the list will be faxed (519-746-5920) to the Unique Shopper.

All grocery receipts must be attached to a Purchase Summary and forwarded to the Manager following each purchase, who forwards to the Service Director for approval.  Designated staff will complete a food inventory at the end of each month which will be forwarded to Administration.

4.8 Allowances

Non-working clients will receive a day parole allowance of $4.10 per day.  Allowances will be paid weekly to eligible clients by the Petty Cash Clerk.

5.0 Facilities

5.1 Facility Tours

House security requires that staff are able to verify and document the activities and location of each individual client.  All staff are required to check the facility regularly to confirm client whereabouts and to write a detailed record in the log book.

The name and location of each client is part of a client count.  These log book examples do not meet the required standard of verification.

Not acceptable:  “All clients appear to be asleep.”
Not acceptable:  “All clients accounted for.”

Staff will conduct house tours and client counts in the following manner:

• Staff on the day and afternoon shift will complete a minimum of two inside and two outside house tours and document these in detail in the logbook.  During one of these tours, staff will also focus on maintenance, health and safety issues and complete a fire check.
• An inside house tour and client count will take place immediately after curfew and/or the activation of the front door alarm at 0030 hours. 
• The night shift will conduct two additional inside and outside tours during the night and record details in the log book.
• Log book entries of inside and outside house tours will include observations about the facility and the names and locations of each client seen as well as the names and locations of clients not present during the tour. For clients in the facility during the tour, the purpose of the client counts is to verify the presence of a live, breathing body.  Visual confirmation is necessary.   For the facility, document any concerns and action taken.  Issues that cannot be addressed immediately are passed on to the next shift for follow-up.

Example 1:  Outside House Tour
Staff Initials and Time of Tour.  Outside house tour completed.  Removed ladder propped up against back fence and stored in shed.  John Doe and Bill Smith cooking on the BBQ.  Fred Jones, Ray Finch and Bob Douglas on the front porch.

Example 2:  Inside House Tour
Staff Initials and Time of Tour.  Inside house tour completed.  Replaced burnt out light in front hallway and fire check completed.  Jim Smith, Buddy Holly and John Doe in their bedrooms.  Phil Jones visiting with wife in the downstairs lounge.  Fred Jones in the kitchen making his lunch.  Mike Dove is at work until 2300 hours, Brian May is on a pass at his mother’s, Dwayne Eddy is at his girlfriend’s, John Hooker, Richard Pennaman and Shaun Penn are at an AA meeting and will return at 2300 hours.  5/11 clients in.

Example 3:  Inside and Outside House Tour
Staff Initials and Time of Tour.  Inside/outside house tour completed.  Shed door was left open.  Closed and locked it.  John Doe and Buddy Holly smoking on the front porch.  Food room light burnt out and replaced.  Phil Jones in the laundry room.  Jim Smith and Ray Finch in their beds.  Fred Jones, Bob Douglas and Doug Brown in the living room watching TV.  Tom Thumb in the office talking with staff.  Mike Fish on pass.  Wes Duncan still UAL.  Mike Dove at work and will return by 2100 hours and John Hooker at AA meeting and will return by 2200 hours. 8/10 in.

Example 4:  Inside House Tour and Client Count
Staff Initials and Time of Tour/Count.  House Tour and Client Count completed.  Fred Jones in the living room.  John Doe, Buddy Holly, Phil Jones, Jim Smith, Ray Finch and Doug Brown in their beds.  Bob Douglas working night shift.  Mike Fish on pass.  Wes Duncan still UAL.  John Hooker visiting his mother and will return by 2000 hours, Mike Dove at Tim Horton’s and will return by 1930 hours and Dwayne Eddy shopping at Lynden Park Mall and will return by 2200 hours. 7/10 in.

Smoking and Client Movement after Alarm is Set

The purpose of setting the alarm is to ensure that clients are inside the residence and accounted for.  Exceptions will be made for clients wishing to go outside to smoke after the alarm is set, while at the same time ensuring that clients are outside only with staff permission.

• The front door alarm is set by 0030 hours and will remain activated until 0600 hours.  Staff will document activating and deactivating the front door alarm in the log book.
• After the alarm is set at 0030 hours, the designated smoking area is the front porch.  Clients will not be allowed to smoke in the backyard, as they cannot be adequately monitored.
• After the alarm is activated, any client exiting the residence (i.e. going out to smoke) must be documented in the log book.  i.e. Buddy Holly out for a smoke on the front porch, front door alarm deactivated.
• When the client re-enters the residence after his smoke, this will be documented in the log book.  The front door alarm will be re-activated and documented in the log book.  i.e. Buddy Holly re-enters the residence from his smoke, front door alarm re-activated.

Refer to Policy and Procedures Manual Documenting # Logbook and Community Residential Facilities Standards C.10.  D.6.1.3. E.41, E.43, E.44, Appendix D Statement of Work 6.1.4, 6.1.9

5.2 Chores

It is essential that the residence is safe, comfortable and provides a positive clean environment for clients and staff.

Staff ensure that the residence is checked for cleanliness and that concerns are dealt with immediately.

All staff are responsible for ensuring the general upkeep of the interior and exterior of the residence on their shift. 

Clients are assigned chores monthly on a rotational basis and are to be checked by staff upon completion.  The chore list is posted in the staff office and on the client message board.

All staff are responsible to ensure the house is clean and maintained at all times.  Staff are also to ensure that the main office is clean prior to leaving their shift.

5.3 Garbage and Recycling

 Garbage and recycling removal is a chore and requires careful monitoring by staff.

Garbage is stored on the property until the weekly garbage/recycling day.  When the garbage is taken out of the residence it is to be placed in the garbage shed.

5.4 Bedroom Guidelines

Client bedrooms meet space requirements as outlined by government regulations.  Each bedroom is equipped with appropriate furnishings.  Within reason, clients are allowed to have personal possessions in their rooms.  Upon admission, clients are provided a key for their bedroom to lock when not in use.  Clients are not to lock their rooms when sleeping to ensure that client counts can be completed with the least amount of disruption.

The following criteria should be kept in mind when inspecting and touring bedrooms:

• Window coverings are to remain on the windows at all times and they should be closed during evening hours.
• Nothing is to be taped, pinned, nailed or hung on the walls.  Bulletin boards are provided in every bedroom.  Inappropriate pictures/posters/calendars will not be permitted in the bedrooms and will be removed at the discretion of the staff.
• All bedding is supplied and consists of a fitted sheet, flat sheet, comforter, blanket, pillowcase and pillow.
• Eating in bedrooms is discouraged.
• Clients are not permitted to use extension cords but power bars are acceptable.
• Clients are not permitted to add any furniture or equipment to their room unless approved by the Manager.

5.5 Laundry Facilities

All clients complete their laundry a minimum of once per week between 1300 and 2200 hours.

5.6 Damage Reporting/Maintenance Board/Work Orders

The process for reporting damages and follow-up is as follows:

• Any damage is recorded in the logbook by the staff noticing the damage.
• An entry is recorded in the logbook during changeover so all staff are aware of the damage and that it has been documented.
• In the event that something is broken, the item must be stored in a secure place i.e. basement storage room and documented in the logbook where the item can be found.
• The Manager or delegate will follow-up on damages and submit a Work Order, which is emailed to the Executive Director, Service Director and the Executive Assistant.  A copy is posted on the Maintenance Board until the work is completed.
• A weekly Maintenance Report is completed and sent to the Executive Director, Service Director and Executive Assistant, every Wednesday by 1600 hours.  The Weekly Maintenance Report is a list of all outstanding work from the Work Orders and is reviewed regularly by the Facilities Manager and Executive Director.

When a maintenance worker attends the residence:

• Staff are to review the Work Orders on the clipboard to determine what work will be completed.
• Any work that is completed must be signed off by the maintenance worker and the staff member on shift.

As a matter of practice, the maintenance workers will not carry out work that has not been documented on a Work Order and authorized.  Completed Work Orders will be filed by night staff, for future reference.

5.7 Tools

The residence has basic tools for repairs that can be completed by staff and clients on shift.  Tools loaned to clients are documented in the logbook upon return.

5.8 General Office Guidelines

The staff office is the security control centre of the residence and is to remain locked at all times when not in use by staff.  It is important to keep the office professional looking, as this is a reflection of the entire program.

The following procedures must be adhered to by all staff:

• All staff contribute to daily tidying of the office.
• Staff working weekends are expected to vacuum and dust once per week.
• Confidential files and documents should be out of view of all clients and visitors.
• Clients should not be in the office unless accompanied by staff.
• Client property is not stored in the office.
• Staff personal property (i.e. keys, purses, wallets, coats, bags) is to be placed in a secure location.

5.9 Program/Boardroom Guidelines

The Program Room is to be kept locked when not in use and is to be kept clean at times.

The following procedures must be adhered to by all staff:

• Program staff contribute to the daily tidying of the program/boardroom.
• Tables should be wiped daily and the carpet vacuumed once per week.
• Confidential client program information should be put away upon completion of each group.
• Meeting minutes, agendas, etc., are to be stored upon completion of every staff and Case Management meeting.
• Clients should not be in the program/boardroom unless accompanied by staff.

There is one set of program keys and each staff member has a front door key.  The Supervisors have a front door and master key.  Staff are responsible for sharing the program keys during a shift and record at changeover that the keys have been passed on to the next shift.

If the keys go missing, everything stops until they are found.  Staff who take keys home from shift must inform the residence and return them immediately, unless otherwise arranged by the staff on shift.

The Manager has a personal set of program keys including keys for the key and medication boxes.

The house vehicle keys and spare are stored in the key box.

Clients are not permitted access to program or vehicle keys.

Refers to Community Residential Facility Standards E.53

5.11 Front Door

Staff are responsible for physically greeting all clients and visitors upon return to the residence.

The front door is equipped with a buzzer system which will only be utilized to allow clients to enter the residence who have not left the grounds.

Refer to Community Residential Facility Standards E.53

6.0 Human Resources

6.1 General

BSR is staffed and organized to meet the treatment and re-integration needs of the clients.  The Service Director, the on-site Manager, Supervisors/Counsellors (Primary Workers), Intake Coordinator and Support Counsellors comprise the BSR staff team.  The major responsibilities outlined in the job descriptions are the provision of service to the clients residing at BSR.

The residence is staffed 24 hours per day, 7 days a week with awake staff on all shifts.  Part-time Support Counsellors work a dynamic shift model and the full-time staff work static shifts. There are 2 staff scheduled to work the day shift and afternoon shifts, one staff is scheduled to work nights and the residence is single staffed from Fridays at 1600 hours to Sunday at 1600 hours.  There must be at least one staff member with a valid First Aid and CPR certificate on double covered shifts.  Staff not certified will not be scheduled to work single covered shifts.

Supervisory staff are available on most shifts or they are “on call”.  A full time on-site Manager is available to oversee the day to day activities.

All new BSR staff will:

• Complete and be granted CSC clearance to access client files, information and confidentiality.

• Be oriented to St. Leonard's Community Services by attending the 3 day new staff orientation.
• Be oriented to Buffalo Street Residence by the Manager or delegate, as per the Agency Staff Orientation Policy.
• Rights and Responsibilities of Clients (Client Handbook)
• Be given an overview of the Criminal Justice System.
• Be oriented to the Agency relationship to CSC and contractual obligations.
• Be oriented on basic crisis intervention including diffusing hostile situations, emergency measures and use and location of first aid kits.
• Work a minimum of one week with an experienced counsellor (Primary Worker or Support Counsellor), prior to being scheduled to work single covered shifts.

           
Staff scheduling also provides for attendance by team members at weekly case management meetings and/or multidisciplinary team meetings where the client’s treatment/action plan and progress are reviewed. 

Refers to Community Residential Facility Standard C.10, D.12, D.20, E.12, E.20, Appendix D Statement of Work 6.1.3, 6.2.4

6.2 On-Call System

Staff are assigned on call duties to provide support and consultation in crisis situations.

The On Call responsibility rotates between the Supervisors and the Manager.  The Service Director may be used as back-up if necessary.  The On-Call staff each carry a cell phone which is documented on the staff phone list and the staff schedule.

If there is a crisis situation, staff should be prepared to relay all facts and outline a solution.  If there is not a timely response and the situation is urgent, staff may attempt to call another Supervisor, the Manager or Service Director. 

On-Call staff are to be advised of decisions made in crisis situations or contact with the CSC Regional Duty Officer.

Refers to Community Residential Facility Standard C.10

6.3 Staff Schedule

The staff schedule is maintained by the Supervisor and ensures 24 hour coverage is in place.  It is posted up to 4 weeks in advance.

Part-time staff are expected to check the schedule regularly due to schedule changes.  Short notice changes will always be confirmed by a telephone call.

Schedule changes must be requested and approved by the Supervisor in charge of scheduling in advance.  A request or email is directed to the Supervisor, specifically outlining the request.  Staff are not permitted to trade shifts without the authorization of the Supervisor in charge of scheduling.

Staff who are unable to report to work due to illness must inform the residence and request coverage at their earliest convenience.  It is the responsibility of the staff on shift to find coverage for the staff member calling in sick.  All efforts must be made to cover the shift with part time staff.  If coverage is not available from within the BSR staff team, part time pool or full time staff may be used.

In the event that a staff member calls in sick and coverage is not available, the staff on shift will contact the “On-Call” to determine which staff member is required to work until other arrangements can be made.  If the staff member on duty is scheduled to work an upcoming shift within the next 24 hours, On-Call staff will be contacted to arrange coverage for the upcoming shift.

Refer to Community Residential Facility Standard E.20, Appendix D Statement of Work 6.1.3

6.4 Staff Sign in Sheets

It is the responsibility of all staff at BSR to document all hours worked on the Pay Sheet.  A new sheet is started at the beginning of each pay period.

6.5 Student and Volunteer Guidelines

The Agency utilizes both students and volunteers to provide programs and services to clients.  (See Policy and Procedures Manual, Human Resources Policy).

Volunteers and students are prohibited from being left alone or in charge of a shift.  A staff member must be in attendance at all times when a volunteer or student is on duty.  As per the contract with CSC, BSR will not accept students or volunteers under the age of 19.

The Service Director may authorize students/volunteers to accompany clients on outings.

Students/volunteers would have access to the BSR vehicle as long as they are in possession and have provided a copy of a valid driver’s licence.  The Agency possesses the adequate liability insurance to cover students and volunteers using Agency vehicles.

Refer to Community Residential Facility Standard D.11, D.20, E.54, E.55, Appendix D Statement of Work 6.3.1
 
6.6 Panic Buttons

Staff are provided with panic buttons for use in the event of an incident that threatens security or personal safety.  One panic button is designated as a “medical panic button” for use by clients.

BSR is monitored by Damar Security.

BSR has 2 panic buttons plus one medical panic button.

The following procedures must be adhered to while on shift:

• All staff will wear panic buttons while on shift and inside the residence.
• Along with the house keys, the panic buttons will be passed to the next shift.
• When not in use, the panic buttons will be placed in the main office desk drawer for easy accountability.
• If staff take a panic button home, they must call BSR to make arrangements for it to be returned as soon as possible.
• Panic buttons are tested every week to ensure they are functioning properly.  This test is documented in the logbook.

When to Activate the Panic Button

In the event of an incident that threatens security or personal safety, staff will activate the panic button.  Examples of an incident that warrants the activation of a panic button include:

• Staff on duty feel that the staff or clients could face serious physical harm.
• Staff or clients are undergoing serious physical harm.
• Immediate police involvement is clearly warranted and staff do not have the time or opportunity to telephone the police.

Medical Panic Button

In the event that a client has a serious medical condition, i.e. heart condition that requires immediate medical attention, the client will be provided with a panic button and instructed on its use.  If the client activates the panic button an ambulance will be immediately dispatched.

Activation of the Panic Button

When the panic button is pushed, the alarm panel will light up. When the medical panic button is pushed the alarm panel will beep and light up.   It automatically takes over priority on line 1 of the phone system; therefore rendering line 1 unavailable for phone calls.  Staff must use line 2 or the fax line for out-going phone calls.

Upon activation of the panic button, the following will occur:

• Message is sent to the security system monitoring company.
• Police are contacted and dispatched.
• Once the police have been dispatched, Damar will call the residence to confirm the alarm and gather additional information if possible.  They will pass relevant information to the responding police.
• The police will assume there is a serious incident occurring within the residence and will enter the house prepared to use force.  If staff are able to greet the police at the door, they should do so to prevent unnecessary force.

False Alarm/Accidental Use of the Panic Button

Should a false alarm be activated, the police or ambulance will still respond.  Staff can call Damar Security at 519-753-7710 and advise of the false alarm.  The staff member will be asked to identify him/herself and to provide the system number and password.

The system number and password to the alarm system will be provided to each staff member before their first shift. It is the responsiblity of each staff member to know the alarm codes.

Testing Panic Buttons

Testing is completed weekly by the night staff to ensure functioning.  Each button is numbered so that a faulty panic button can be detected.  When a panic button is not functioning, it is generally due to a low battery.

The procedure for testing panic buttons is as follows:

• Call Damar Security and provide them with the System Number and password and tell them you wish to test all your panic buttons and hang up.
• Activate panic button #1.
• The security panel in the main office will sound or light up.
• Reset the panel and activate button #2.
• Reset the panel and activate button #3.
• Call Damar to ascertain how many signals they received.
• If there is a problem with any of the buttons, staff will re-test.
• If still no signal is received, staff should change the battery and re-test.
• Document the panic button test in the logbook.
• Ensure malfunctions are documented in the logbook for follow-up.

Additional information on staff safety and security is located in the Policy and Procedure Manual, Human Resources Policy Security and Safety.

Refers to Community Residential Facility Standard B.11, C.10, E.51

7.0 Internal Communications

7.1 General

Good communication is essential to ensure that quality service is provided.  The following meetings and internal communication strategies have been implemented to foster effective communication.

There are numerous tools to ensure good communication is maintained.  Buffalo Street uses various means to ensure that staff have access to Agency, program and client information.   Staff are expected to review the information during his/her shift. 

The following is a list of the information that is maintained:

• Logbook includes client movement, appointments, shift changeover, issues of concern and/or require follow-up.  See Documenting Policy # Logbook.
• Incident Report(s) can be found in the communication file and on the CSM-Database.
• Work Orders/Weekly Maintenance Reports.
• Chore List and Chore Checklist.
• Case Management Minutes.
• Client Status List – identifies type of release, curfew and alert re: profile/level of risk.
• Weekend Summary.
• Communication Binder – includes pertinent information, job postings, upcoming training, meeting minutes and internal communications between staff and Agency memos.
• Message and Mail Trays – as part of changeover, all staff should check their trays for messages.  Trays should be emptied regularly.
• Voice Mail – should be checked a minimum of three times per shift.
• Email – should be checked a minimum of three times per shift.

Refer to Community Residential Facility Standard C.63, E.40, E.41

Shift changeover involves a combination of verbal and written information.  All information shared at shift change (both verbal and written) will be acknowledged by both incoming and outgoing staff by writing changeover completed. Sources of information will include: incident reports and case notes.  Staff record in the log book the information shared during shift change, including the names and number of clients currently in the residence and the name and location of clients away from the residence, name of On-Call staff and the information received.  Also refer to Documenting Policy # Logbook.

All staff must receive changeover information within the first 30 minutes of his/her shift beginning.

Refer to Community Residential Facility Standard E.40 Duty Log, Appendix D Statement of Work 6.2

7.4 Staff Meetings

Staff Meetings are held once per month in the Buffalo Street Residence boardroom: All staff are expected to attend. 

Refers to Community Residential Facility Standards B.11

Case Management meetings are held once per week in order to review client progress.

It is the role of the Counsellor (Primary Worker) to complete a Case Management Face Sheet for the clients on his/her caseload and present this information at the Case Management Meeting.

Counsellors (Primary Workers) and the Manager are expected to attend Case Management Meetings.  An Employment Counsellor and a minimum of at least one Parole Supervisor also attend.  Other staff are welcome and encouraged to attend but participate on his/her own time.

Purpose of Case Management Meetings

The purpose of the Case Management Meeting is to review client progress and to provide staff input into the assessment, treatment and discharge planning of clients.  This includes information sharing, problem-solving and decision-making in order to develop, implement and monitor correctional and treatment/action plans.

Case Management Face Sheets

The Face Sheet is prepared by the Counsellor (Primary Worker) and includes the following information:

• Adult Needs and Strength Assessment (ANSA) – BSR.
• Treatment/action Plan progress.
• Brief summary of parole supervision meeting and contact(s).
• Pass Request
• New Business – appointments, any other significant or relevant information, etc.
• Any modifications/changes to treatment/action plan.

Case Management Minute Process

• The Counsellor (Primary Worker) completes the Case Management Face Sheet for each client and brings it to the Case Management Meeting.
• The Counsellor (Primary Worker) documents any new information, changes, etc., on the Face Sheet.
• The Counsellor (Primary Worker) updates the Face Sheet and forwards to the delegated staff member who prepares the Case Management minutes.
• A copy of the revised Face Sheets is filed in each client file and a copy is forwarded to the Local CSC office.
• The minutes are forwarded to the Manager for review/editing and once approved, filed in the Case Management Meeting binder.  A copy of the minutes is forwarded to the Service Director.

Refers to Community Residential Standard E.42

7.6 House Meetings

House meetings are held a minimum of once per month.  The Case Manager/Supervisor or delegate chairs and records the minutes from the meeting.  House meeting minutes are posted and distributed to the Executive Director, Service Director and Manager within 24 hours of the meeting.  The purpose of the meetings is to communicate with clients, engage them in problem-solving issues and gather program input.

Health and Safety is a standing agenda item.

Refer to Appendix D Statement of Work 4.4.5.

7.7 Website, Intranet and Email

BSR is equipped with high-speed internet access.  The Agency website displays as the home page when accessing the internet.

The Agency website is www.st-leonards.com.  Staff can access the Intranet through this site and his/her email through the Intranet.  When connecting to the Intranet, accept the security warning and enter your username and password.  The Intranet is a valuable communication tool for Agency information – click on the “Shared Documents” to review current Agency updates, meeting minutes, announcements, etc., or “Archived Documents” for historical information.

The Agency Program Directory is linked to the website.  The Directory lists all the Agency programs, eligibility criteria, location and contact information.

Upon hire, all staff will be assigned an Agency email address and password.  Your password should not be written down and is not to be shared with anyone.  Should you forget your password or you believe it has been compromised, contact the IT Coordinator at 519-759-8830 for direction.  Also refer to the Policy and Procedures Manual, Human Resources, Employee Use of Electronic Technology.

To enhance the efficiency of email communication, the following guidelines are to be used:

• No reply is required if you are “cc” on an email.
• No reply is required if a message is forwarded to you for your information (FYI) only without a request for action.
• All other internal email messages require a reply if a reply is warranted.

Clients may use the main office computer to check the job bank, research educational information, etc.   Under no circumstances, are clients to be left alone in the office.

8.0 Community Relations

8.1 General Guidelines – Community and Neighbours

Partnerships with the community are necessary for the successful operation of BSR.  Regular contact will be maintained with the Brantford Police Services, Brant Community Assessment Team, neighbours, etc. As well, contact is maintained with institutional staff and the National Parole Board through regularly scheduled visits.

It is essential that BSR has a positive neighbourhood image.  It is important for all staff to develop and maintain positive relationships with the neighbours and community at large by adhering to the following guidelines:

• Demonstrate pride in the house and property.
• A positive and co-operative gesture from staff and clients can go a long way to ensure positive relations.
• Encourage neighbours to set up an appointment with the Manager to visit and learn about the program.
• Keep the outside of the residence tidy, clean and in good repair at all times.
• During outside tours, check for trash and debris and pick up.  Check that the grass is cut and weeds under control.
• Make sure that no debris, brush or garbage are stacked up against the fence.
• All garbage is to be placed in the closed bin until garbage day.  Garbage is to be carried to the road on garbage day.
• Encourage respectful behaviour from clients.  Intervene if clients are swearing or using abusive language when on the front porch or back deck.
• Be helpful, courteous and professional with neighbours.
• Ensure the facility and property is decorated to reflect seasonal changes and holiday celebrations.

Any community or neighbour complaints are to be documented in a non-client incident report and brought to the immediate attention of the Manager and Service Director.

Refers to Community Residential Facility Standard F.20

8.2 Telephone Etiquette

The following standard response must be used when answering Line #1:
           

 The following standard response must be used when answering Line #2 and the portable phone:

8.3 Brantford Community Assessment Team

The purpose of the Community Assessment Team is to assist in the successful reintegration of offenders into the community by reviewing and making recommendations on offender applications for residency at St. Leonard’s Community Services - Buffalo Street Residence to the National Parole Board, the Correctional Service of Canada and the offender. 

Whenever possible, the Intake Coordinator will conduct at least one personal (face-to-face or telephone) interview with each applicant prior to presentation of his case to the Community Assessment Team. 

The Team uses the following criteria to assess applications for residency:

• Whether or not the risk to the Brantford community is manageable.
• Motivation to be released to BSR to participate in programming.
• Whether or not the BSR and the Brantford community have the services available to meet the applicant’s needs and level of risk.

The Team is comprised of the following members:

• Intake Coordinator – Buffalo Street Residence
• Manager – Buffalo Street Residence
• Correctional Services Canada – Brantford Parole
• Probation and Parole
• Community At Large Representatives
• Aboriginal Representative

Refers to Community Residential Standard A.10.1, C.10, C.11, F.20

9.0 Marketing

The Intake Coordinator regularly schedules program presentations to inmate groups as part of the institutional visiting schedule. 

Refers to Community Residential Facility Standard C.11, C.21

10.0 Client Service

10.1 General

The Agency provides therapeutic residential programs.  Staff use a cognitive behavioural approach, social learning, role modeling, problem solving and natural and logical consequences to empower clients and provide them with living skills, problem solving and decision making skills.  As per BSR’s contract with Correctional Service Canada, the following programs are available to clients:

• National Substance Abuse Program (NSAP) Low and Maintenance.
• Community Maintenance Program (CMP)
• Attitudes, Associates and Alternatives (AAA)

Refers to Community Residential Facility Standard C.10, C.23

10.2 Intake/Admission Process

All admissions take place on a planned basis.  Upon intake, all clients receive an initial orientation to the program.

The admission process includes:

• Welcome to the program.
• Orientation – includes the completion of all necessary documentation.
• Client Handbook.
• Counsellor (Primary Worker) assigned.
• Identification of immediate needs i.e. medication, health concerns, etc.

Clients’ acknowledge their understanding of the information contained in the Client Handbook.  The signed acknowledgement is placed in the client file.

Further information on the client orientation is found in the Policies & Procedure Manual Client Service Model, the Client Orientation Policy, Consent to Service Policy, Client Complaint Policy and the Release/Obtain Information Policy.

Refers to Community Residential Facility Standard C.10, C.23, C.40, Appendix D Statement of Work 4.7, 4.7.1, 4.7.2

At admission, clients are provided with basic personal hygiene and grooming products such as soap, razors, shaving cream, toothbrush and paste.  BSR will continue to supply personal care items to non-working clients.  Employed clients are expected to purchase their own products.

10.4 Client Health

Buffalo Street Residence ensures that clients have access to counselling, emergency dental, medical, psychological and psychiatric services. These services are accessed in co-operation with CSC.

All clients are required to identify any allergies or medical issues upon admission.

Clients are not to have any medication in their rooms. All medication is to be handed in to staff and stored in the staff office.

Upon admission, clients will be advised that they are responsible for carrying on their person any medication that requires immediate or urgent usages. (i.e., inhalers)  All other types of prescription meds, except Methadone, are stored in the locked cabinet in the staff office. Methadone is managed in accordance with CSC guidelines.

Clients’ medical information, medication and dosages are confidential and should not be shared without permission.
                                                                                                          
The residence will order blister packs for medication wherever possible.

Refers to Community Residential Facility Standard B.11

10.5 Medical Emergencies

Clients requiring emergency medical attention will be transported to Brant Community Healthcare System either by house vehicle (where possible) or by taxi. Staff are to use their own judgment in determining whether an ambulance is required.

Refers to Community Residential Facility Standard B.11

10.6 Procedures for Administering Medication

All staff will follow these procedures when administering client medication:

• All medication and physician's prescriptions must be turned in to a staff member who will lock the medication in the med cabinet in the staff office. The meds cabinet is to be locked at all times.
• All prescribed medication will be recorded on a medication sheet located in the Medication binder in the staff office.
• Clients are not permitted access to the med cabinet.  Staff will unlock the drug box and remove the client’s meds.
• Medication is to be given according to the manufacturer's instruction or as per prescription directions. Staff will read the bottle label to ensure that the correct client receives the correct meds at the correct dose as typed by the pharmacist. Staff will monitor medications to ensure that clients are taking them at the prescribed times.
• The medication (i.e. prescription bottle, dosette, or blister package) will be provided to the client in the staff’s presence.  Clients are responsible to self-administer their own medication.
• Staff will witness taking of medication. This means that staff will watch the client actually take the meds. Clients are to take meds in the presence of staff, and not remove them from the staff office.
• The client will sign the medication log upon delivery of the medication and self-administration. The staff member will then countersign.
• Staff will return the medication to the drug box, and lock the drug box.
• All prescription and non-prescription meds are to be logged in the log book. i.e. “John Smith in to take meds” or “John Smith in to take 2 Tylenol Extra Strength”.  Prescription meds to be documented on the client’s medication sheet in the med binder.  Non-prescription medication is to be recorded on the non-prescription medication form.
• If the client receives the last pill from the container, indicate on the medication sheet as “done”. Make arrangements to order repeat prescription when meds are low-if no repeats, advise client to schedule a doctor’s appointment.

Overnight passes, weekends. The client is responsible for requesting and taking with him the amount of medication that is required for the duration of the absence.

Working clients may be expected to pay for their own medication.

If necessary, staff will arrange for the client to obtain an Ontario Health Card.

Refers to Appendix D Statement of Work D.5, D.5.1, D.5.2, D.5.3, D.5.4, D.5.5, D.5.6

Immediately upon receipt of medical reports, they are to be placed in client files by staff.

10.8 Role of the Counsellors (Primary Workers) and Manager in Treatment Planning

Counsellor (Primary Worker) will ensure:

• Basic needs of clients are met.
• Assessment of clients (Adult Needs and Strengths Assessment (ANSA-BSR) and Ministry of Health and Long-Term Care assessment tools).
• Completion of Assessment Report.
• Development and presentation of the Assessment and Treatment/Action Plan.
• Weekly review of Treatment/Action Plan goals and progress with the client.
• Presentation of weekly review at Case Management meeting.
• Follow-up on issues arising from Case Management meetings.
• Monthly review of Treatment/Action Plan progress with the client and Parole Supervisor.
• Participate in parole supervision meetings.
• Support of clients through advocacy, counselling and programming.
• Coordination of services with Correctional Service Canada.
• Maintenance of the client file.
• Service Closure and Discharge.
• Completion of Discharge Summary.
• Aftercare, follow up and support.

The Manager is responsible for:

• Reviewing the ANSA-BSR Assessments, Initial Assessment Report and Treatment/Action Plan prior to Treatment Plan meetings.
• Supporting Counsellor (Primary Worker) at the Treatment/Action Plan meeting.
• Ensuring the client file is current and accurate.
• Providing case consultation as needed.
• Reviewing and approving the Discharge Summary.
• Ensuring proper service closure, after care and follow up.

Refers to Community Residential Facility Standard C.50, C.51

10.9 Timelines for Developing and Reviewing the Treatment/Action Plan

Detailed information on treatment planning is located in the Policies & Procedure Manual, Client Service Model.

Timelines are as follows:

The initial Treatment/Action Plan – Must be developed within 30 days of admission involving the client and the Parole Supervisor.

30 Day Reviews – The Treatment/Action Plan must be reviewed a minimum of once per month with the Parole Supervisor and the client.  Counsellors (Primary Workers) review the Treatment/Action Plan with each client during the weekly meeting.  The client’s perspective is recorded on the CMT face sheet.

Refer to Community Residential Facility Standard C.50, C.51, C.52

10.10 Client Progress Summaries

Progress Summaries can be completed to inform the National Parole Board about the client’s progress.

The Progress Summary may include the following information:

• Employment/Education and/or daily activities.
• Weekend Passes
• Clinical (Psychiatric or psychological appointments).
• Incident Reports.
• General Progress.
• Treatment/Action Plan progress.

Copies of the Progress Summary are provided to the client, Parole Supervisor and will be shared with the National Parole Board via Correctional Service of Canada.

Refer to Community Residential Facility Standard C.60

10.11 Client Property

• At admission, the client will record all belongings on a Personal Belongings Inventory Sheet.  A detailed description of each item will include brand names, colour and value of articles over $50.00.  Any additional property that clients bring into the house after admission must also be documented on the Personal Belongings Inventory Sheet. BSR will not be responsible for any items not recorded on this sheet.
• At the time of admission, it is the client’s responsibility to designate a community contact that is authorized to receive his property.

Counsellors (Primary Workers) will ask clients to review his Personal Belongings Inventory Sheet to ensure that it is accurate and up to date.
Refers to Appendix D Statement of Work 4.8.1

10.12 Client Property - Discharge

Upon discharge, the property list is reviewed with the client.  The client then signs the Personal Belongings Inventory sheet acknowledging that all of his property is accounted for.

Refers to Appendix D Statement of Work 4.8.1

10.13 Packing Client Property - Unplanned Discharge
The following procedure must be followed:

• If a client is suspended, or Unlawfully at Large (UAL), staff will secure his room and pack all his belongings.  Property that is stored outside of the client’s room (i.e. bicycle) is to be clearly labeled with the owner’s name and secured at this time and documented in the log book.
• Two staff will be responsible for packing the client’s belongings.
• Property is to be packed in cardboard boxes, or in duffle bags/suitcases as appropriate.  Client clothing and property are not to be packed in garbage bags.  All boxes and bags are clearly labeled with the client name, FPS # (Finger Print System), date and number i.e. 1 out of 5, 2 out of 5, etc.
• All property is to be reviewed against the client’s Personal Belongings Inventory sheet.  Both staff packing the property will sign or initial the property sheet as accurate.  The number of boxes and bags is documented on the bottom of the sheet and in the log book. 
• Any dirty laundry is set aside so that it can be washed prior to storage or shipment.  No dirty clothing or bedding is stored or shipped.
• Packed and documented property is stored in the basement storage area. 
• BSR will hold personal belongings in safekeeping for up to 60 days, unless special arrangements are made.  BSR will not be held responsible for any missing or damaged property.  If the client is unable to pick up his belongings, he must provide a written release identifying who will be picking them up.  A copy of the Personal Belongings Inventory sheet accompanies the property.
• Belongings will be returned to the institution via courier within 30 days of the client’s return to custody and insured for $500.00.  BSR will not be responsible for any damage or loss of items during shipment. Personal items such as computers, printers, stereo systems, TV’s and VCR’s will not be returned via courier.  If the client wishes to retrieve these items, it is his responsibility and cost.  A copy of the Personal Belongings Inventory sheet accompanies the property.

BSR will not be responsible for items missing that have not been recorded on the Personal Belongings Inventory Sheet.
Refers to Appendix D Statement of Work 4.8, 4.8.1, 4.8.2

10.14 Room Searches

We are committed to maintaining a safe environment, therefore all contraband that may be discovered by search or other means is confiscated.

Contraband is considered to be any prohibited weapon (or facsimile), potentially dangerous device, unauthorized drugs\alcohol, or inappropriate literature\music\paraphernalia, which is in the possession of a client.

Room searches will be conducted immediately following the suspension or graduation of a client, or at any time a client is suspected of possessing contraband.

All searches will be conducted by a minimum of two staff following universal safety precautions (wearing disposable gloves).  The procedure for conducting room search is as follows:

• Staff will conduct a methodical search with each staff searching a specific area; i.e. each staff will take half the room meeting in the middle. 
• All areas of the room are to be checked, this includes lifting mattresses, removing all dresser and night table drawers - checking under them, looking for loose carpeting in the corners, or anything unusual or suspicious with lamps, pictures or wall sockets, heat registers, and ensure windows only open six inches to eight inches.
• Under no circumstances should staff check by running their hand along or under a surface in the event of sharp objects - always visually inspect.  Again, please exercise caution during all searches.

If contraband is discovered, the location is verified by both staff and documented on Room Search form and in the duty log.  Staff will notify the Local CSC office (519-751-8133) or if afterhours the Regional Duty Officer (1-800-279-8663, this is a pager system, so staff must leave his/her name, location (Buffalo Street Residence), telephone number and request a call back) and On-Call staff.  In consultation with the Local CSC office/Regional Duty Officer and On-Call staff, residency support may be withdrawn and a Warrant of Apprehension and Suspension issued. 

If a small amount of contraband is discovered, it will be placed in a storage bag labeled with room#, client name, date, time and initialed by both staff and stored in a secure location in the Manager’s office.  Brantford Police Services are to be contacted immediately.  Staff are to document findings on a Room Search form and in the log book.

If a large amount of contraband or weapon is found, Brantford Police Services should be contacted immediately.  Never attempt to move or touch a weapon.  Again, document on a Room Search form and in the log book. Also, complete an incident report if contraband or weapons are found. Ensure that the room is secure until contraband is removed.

Under no circumstances are staff to transport contraband or weapon to the Brantford Police Services for disposal.

As a matter of practice, bedrooms should be regularly inspected for safety, security and maintenance issues.

Refers to Community Residential Facility Standard B.12, C.61

10.15 Personal Searches

Under no circumstances should staff conduct personal searches.  In the event, that a personal search needs to be conducted, staff are to contact the Brantford Police Services.

Refers to Community Residential Facility Standard B.12

10.16 Disciplinary Action and Loss of Privileges

Disciplinary action will be taken for the following:

• Curfew violations
• Substance Use.
• Smoking in the Residence.
• Non-compliance with the rules
• Possession of prohibited items.  Contraband includes alcohol or drugs, weapons, pornography or other material that is deemed offensive or harmful.

Loss of privileges may include curfew restrictions, grounding (this includes no visitors and clients will not be allowed out to attend support or self-help groups, etc.); pass restrictions and loss of residency support.

10.17 Grounds for Non-Voluntary Termination

BSR reserves the right to withdraw residency under the following circumstances:

• Unlawfully at Large (UAL).
• Use or possession of drugs or alcohol on the premises.
• Possession of weapons within the residence or property.
• Non-compliance with correction plan, Treatment/Action Plan or parole conditions.
• Illegal activities or charges incurred while residing at BSR.
• Actions that in the opinion of the BSR Manager pose an undue risk to the community, the BSR program, clients and/or staff.

10.18 New Releases

The local CSC office will confirm the following information prior to a client’s arrival to the residence:

• Date of release.
• Time of arrival.
• Method of arrival i.e. bus, train, private vehicle.

This information is documented in the log book and the New Arrival sheet located in the staff office.

If the client fails to report to the residence at the expected time of arrival, contact the local CSC office or if after hours the Regional Duty Officer 1-800-279-8663, (this is a pager system, so staff must leave his/her name, location (Buffalo Street Residence), telephone number and request a call back) to determine if they have information regarding the client’s status and document in the log book.  If the client is using public transportation, contact the bus/train station to determine whether there have been any delays and estimated time of arrival.  Notify the local CSC office and document in the log book.

The local CSC office/Regional Duty Officer may elect to provide a grace period for the client to arrive.  If the client fails to arrive after the grace period, notify the local CSC office/Regional Duty Officer and document in the log book.

Refer to Community Residential Facility Standard C.22

10.19 Curfews

Curfews are as follows:

Orientation - First two weeks of residency                                      2100 hours
Second two weeks of residency                                                      2200 hours
After four weeks                                                                             2300 hours
Friday and Saturdays (and Sundays of holiday weekends)               0000 hours

In the event of a curfew violation, the following procedures must be followed:

• All clients will be allowed a maximum of 10 minutes past their curfew before the Regional Duty Officer is contacted. (1-800-279-8663, this is a pager system, so staff must leave his/her name, location (Buffalo Street Residence), telephone number and request a call back.)

• If a client calls to inform staff that he will be a few minutes late, it is not necessary to contact the Regional Duty Officer.  Try to obtain an approximate time of arrival.
• If the client who calls to inform staff that he will be late, does not arrive by the estimated time of arrival, contact the Regional Duty Officer and explain the circumstances.
• If the client arrives after the Regional Duty Officer has been contacted, call the Regional Duty Officer and inform him/her of the client’s arrival.  The Regional Duty Officer may still elect to issue a Warrant of Apprehension and Suspension.
• If the client does not contact or arrive prior to the 10 minute grace period, contact the Regional Duty Officer.
• Contact the On Call staff and advise of the situation.
• Log all pertinent information and complete an incident report.

Curfew is in effect until 0700 hours the following day. (Special permission will be given in cases of employment.)

Prior to leaving the residence, clients are expected to inform staff of their destination(s), purpose and estimated time of return.  This information is documented in the log book.  Should the client’s plans change after leaving the residence, they are expected to telephone the residence to advise. This is documented in the log book.

Clients on Unescorted Temporary Absence’s will be required to check in every four hours and outline their activities since last reporting.  This information is documented in the log book.

Clients are expected to physically check-in at various intervals throughout the day or evening and when they have finished work.  They are expected to remain in the residence for a minimum of 15 minutes prior to leaving again.  Physical check-ins are documented in the log book.

Refer to Community Residential Facility Standard C.61, E.45, E.47, Appendix D Statement of Work 6.1.6, 6.1.9, 6.1.10

10.20 Unlawfully at Large

A client is considered Unlawfully at Large when he is discovered to be missing from the residence and no known satisfactory explanation is known.   If a client is considered missing, staff are to immediately contact the local CSC office or the Regional Duty Officer if after hours.  (1-800-279-8663, this is a pager system, so staff must leave his/her name, location (Buffalo Street Residence), telephone number and request a call back.)  Staff will document action taken in the log book and in an incident report.

Staff will adhere to the following procedures should a client, who is Unlawfully at Large, returns to the residence:

• Where possible, isolate the client from the other clients.
• Notify Brantford Police Services.
• Notify local CSC office or if after hours the Regional Duty Officer.
• Notify On-Call staff.

In the event the client leaves before the police arrive, staff will not attempt to stop the client but provide all relevant details to police upon arrival.

Refers to Appendix D Statement of Work 6.1.10, 6.1.11, 6.1.12, 6.1.13

10.21 Weekend Passes

Eligibility for weekend passes is as follows:

First two weeks of residency                                                  No passes
Third week of residency                                                         24 hour pass
Fourth week of residency and every weekend thereafter       48 hour pass
Holiday weekends, Christmas and New Year’s                     72 hour pass

Clients must fill in a Travel Pass Request and submit it to his Counsellor (Primary Worker) by noon on Monday of each week. The Counsellors (Primary Workers) will present the request at the Case Management Meeting.

Blank pass requests are located in the bottom of the staff mail tray.

Refer to Community Residential Facility Standard E.46, Appendix D Statement of Work 6.1.7

10.22 Weekend Call System

The purpose of weekend pass telephone check-ins is to provide additional support to clients on passes and monitor compliance with the requirements of parole, the terms of the pass and to manage risk.  The check-in call helps to verify that the client has arrived and is staying at the address indicated on his pass.  Staff may initiate the call to check in with the client, and identify concerns, or work to prevent potential problems.

• When the Parole Supervisor considers that telephone check-in calls to Buffalo Street Residence are needed, the time frames in which those calls must happen will be specified in the “Comments/Instructions” section on the pass.
• The pass document will specify that the check-in calls will be required at the following times on the Saturday and Sunday of a weekend pass:

1. Prior to 10:00 a.m. on each day of the pass.
2. After 4:30 p.m. (1630 hrs) and before 6:30 pm (1830) on each day of the pass.

• The Case Management Team reviews pass requests. Where special parameters such as check-in calls are required as a risk management strategy, the team will discuss the reasons for the conditions, and responses and intervention in the cases where conditions are not met. Where Case Management or the Parole Supervisor feels that the check-in calls do not adequately manage risk, the pass will not be approved.
• Buffalo Street Residence staff will review the check-in call requirements and other conditions of the pass with the client prior to beginning the pass. Staff will document this review in the logbook, and the client will initial on the copy of the pass document to verify that he has reviewed the check-in requirements with staff.
• The purpose of weekend pass check-in calls is to help verify that the client is following the terms of the pass, and is staying at the location and address specified on the pass. Clients are required to make the check in call to Line 2 (519-753-1524) from the telephone number indicated on the pass. Staff will verify the telephone number and document the call in the log.  If the client calls in on Line 1 (519-753-4600), staff will call the client back at the number indicated on his pass.
• If the call has not occurred within the time frames specified on the pass, staff will attempt to contact the client at the contact number indicated on the pass. If the staff is unable to contact the client, the staff will notify the On-Call staff immediately. The On-Call staff will consult with the staff, and give direction regarding further action required. Staff will document this discussion in the log book. The On-Call staff may cancel the pass and direct the client to return to the residence immediately once the client has been located.
• The On-Call staff will instruct the staff when to contact the Regional Duty Officer (1-800-279-8663, this is a pager system, so staff must leave his/her name, location (Buffalo Street Residence), telephone number and request a call back) to make a report. The Regional Duty Officer will be notified that the client has violated his pass conditions and that staff are unable to contact the client to verify that he is abiding by the terms of the pass. Staff will outline any action already taken. Staff will document the contact in the log and will carry out any direction and instructions given by the Regional Duty Officer.
• Staff will complete an incident report.

Refer to Community Residential Facility Standard C.61, Appendix D Statement of Work 6.1.7

10.23 Suspected Substance Use

If staff suspect that a client has been using substances, approach him with your suspicions and if he acknowledges that he has been using, request that he provide an In-House Urine sample or breathalyzer and inform him that he is grounded to the property until a CMT/staff/CSC decision is made.

If the client denies any substance use, log your suspicions and description of any behavioural or physical indicators i.e. eyes glassy or bloodshot, speech slurred, slow walking, etc.  If he appears amenable, request that he provide an In-House urine sample/breathalyzer.  If the client has a history of violence when under the influence, DO NOT ask him to provide a urine or breathalyzer sample.  Inform him that he is grounded to the property until CMT/staff/CSC decision is made and encourage him to go to his room.

Notify On-Call staff.

In all cases, contact the local CSC office (519-751-8133) or if after hours the Regional Duty Officer (1-800-279-8663, this is a pager system, so staff must leave his/her name, location (Buffalo Street Residence), telephone number and request a call back). 

Provide the Local CSC office/Regional Duty Officer with as much information as possible i.e. residency support is withdrawn, client should be grounded until meeting with his Parole Supervisor, etc., as well as Additional Conditions, residency conditions i.e. zero tolerance for substance use and if victim notification is required.  Note:  While the recommendation to the Regional Duty Officer may be grounding the client, the Regional Duty Officer may choose to issue a Warrant of Apprehension and Suspension.

If a client becomes agitated or abusive, attempt to calm him.  If necessary, in an emergency situation – USE THE PANIC BUTTON.  Once the client is in police custody, contact the Regional Duty Officer.

If a client chooses to leave, attempt to dissuade him, but do not physically try to detain him.  Should the client leave, contact the Regional Duty Officer and report his departure.

Note:  The Brantford Police Services cannot arrest a client prior to receiving the Warrant of Apprehension and Suspension.  The Regional Duty Officer in most cases will fax the Warrant directly to the police station.  In some cases, to expedite the process the Regional Duty Officer may fax the Warrant to the residence.  Upon arrival of the police, staff will hand them the Warrant.

Refer to Community Residential Facility Standard C.61

10.24 Client Disclosure of Substance Use

Should a client self-disclose to substance use, the following procedure will be followed in every case:

• Thank the client for his disclosure and obtain as much detail regarding the circumstances.
• Inform the client that you are required to inform CSC (either the client’s Parole Supervisor or the Regional Duty Officer) as this is a breach of an additional condition or condition of residency if the client does not have an abstain condition.
• Notify the On Call Supervisor.
• Ask the client to provide an In-House urine sample or breathalyzer.
• When contacting the Regional Duty Officer (1-800-279-8663, this is a pager system, so staff must leave his/her name, location (Buffalo Street Residence), telephone number and request a call back) advise whether Buffalo Street Residence remains supportive of continued residency (i.e. Do staff feel that there is an elevation in risk due to the disclosure?).

Refer to Community Residential Facility Standard C.61

10.25 Arrests

In the event that a client is Unlawfully at Large, or incarcerated, any inquiries regarding his status or whereabouts should be directed to the CSC (Parole Supervisor or Regional Duty Officer).

If a Warrant of Apprehension and Suspension is executed at the residence, staff will:

• Escort the officers to the client’s location within the residence i.e. bedroom.
• Remain in attendance while the arrest is conducted (from the arrival of the Police to their departure).
• Advise the client that his Parole Supervisor and the BSR Manager will conduct a Post-Suspension interview with him and he may contact the residence for support.
• Secure information from the arresting officers i.e. names and badge numbers.
• Record all information in the log book and incident report.
• Contact the Regional Duty Officer to advise that the Warrant was successfully executed.

10.26 Meals

• Clients are responsible for making their own meals.  BSR will provide the food necessary for three meals per day, which adhere to the nutritional requirements of the Canada Food Guide.
• Clients are expected to clean up after each meal or snack.
• Staff and clients work cooperatively to prepare the evening meal.
• Special diets for health, cultural or religious reasons are accommodated.

10.27 Client Access to Telephones/Cell Phones

Clients are permitted to have cell phones.  Staff are to record the cell phone number on the client’s intake card.  Clients are responsible for all of the associated costs.

All incoming telephone calls are answered by staff.  Clients receiving telephone calls on Line #2 can be transferred to the client telephone located outside of the staff office. Clients may also use this telephone to make local calls.

Client calls received on Line #1 must be taken in the staff office. 

There is also a pay telephone located upstairs.   

Emergency numbers are posted on the wall by both telephones.

Under special circumstances, clients may use the telephone located in the staff office to make long distance calls.

Refer to Community Residential Facility Standard E.13 and Appendix D Statement of Work 6.2.5

10.28 Client Transportation
 
Staff use the residence vehicle for client transportation unless the vehicle is not available.  Permission from the Manager is required to use personal vehicles and one million liability insurance is necessary.  All staff providing transportation must possess a valid Driver’s Licence.

Bus tickets are available to non-working clients.

Clients are allowed to have their own personal vehicle while residing at BSR.  Staff are to ensure that a copy of the client’s driver’s licence, ownership and insurance is in the client’s file.

10.29 Mail

The Agency respects the client’s privacy in receiving and sending mail.  No correspondence to or from a client is to be opened, read or inspected unless the Service Director or delegate believe on reasonable grounds that the content of the mail may be prejudicial or harmful to the client or the safety and security of the residence.

If it is deemed necessary to open the client’s mail, it should be opened in the presence of the client, documented in the client file and log book as well the client’s Parole Supervisor is to be notified.

10.30 Visitation Policy

Visitors are welcome Monday through Friday from 1900 to 2315 hrs and Saturday and Sunday from 1300 to 2315 hrs.  Staff will use their own judgment in special circumstances e.g. unexpected out of town visitors.

10.31 Visitor Registration

All visitors are to sign the VISITOR REGISTRATION FORM in the main office, regardless of length of stay. Staff are to ensure visitors provide all required information, including full address in a legible manner. All visitors should also be documented in the log book. Ex-residents visiting will also be required to sign the Visitor Registration Form.

BSR may be requested by CSC to provided enhanced or specialized services to support the placement of a high need client i.e. additional staffing, one-to-one support while accessing the community, etc.  The services to be provided will be negotiated on a case-by-case basis.  These services will be agreed upon by CSC and BSR in writing.

Refers to Community Residential Facility Standards E.52 and Appendix D Statement of Work 9.1

Special arrangements can be made to support clients with mental health issues.  These include providing the client with a Personal Support Worker who will work with the client to develop a Treatment/Action Plan which will include activities to be completed both in and outside of the residence.

Refers to Appendix D Statement of Work 8.1

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