Supportive Housing is a home. It provides a unique combination of affordable housing and on-site support services to provide stability, autonomy, and dignity for those who would otherwise struggle to find and maintain a permanent home. Tenants hold their own leases and pay rent while receiving onsite social wellness, and life skills support. They are also provided with case management services, connections to service providers, in-reached physical and mental health support, and other resources.
Supportive Housing
What is Supportive Housing?
Supportive Housing (SH)
Provides affordable housing with on-site support services to help individuals find stability, autonomy, and dignity. Residents hold their own leases and pay rent while receiving support tailored to their needs. Residents receive:
- Case management services
- Access to healthcare and mental health support
- Life skills development and social engagement
What it is Not:
- Not a shelter, detox facility, safe injection site, or a halfway house
- Not a transitional housing program
- Not an outreach facility
How is Supportive Housing Ending Homelessness & Building Stronger Communities?
- Supportive Housing is the cornerstone of Edmonton’s commitment to ending homelessness as it provides more than just a home but also the wrap-around supports and case management needed to support individuals stabilize and successfully maintain their housing. Without these supports many individuals struggle to maintain housing returning to sheltered and unsheltered homelessness in our communities often increasing reliance on the homeless-serving system and emergency services. For those experiencing addiction it also has been shown to provide the stability needed to assist with recovery.
- Supportive Housing is a cost-effective solution that reduces reliance on emergency services. In Edmonton, the average cost of a hospital stay is $9,828 (Alberta Health Services), with the average person experiencing homelessness having at least one hospital stay of 180 days (Point in Time Count). Emergency shelters cost $100-$200 per night compared to stable housing. Supportive housing reduces strain and costs on police, healthcare, and corrections systems, and helps residents transition to stability and contribute to their community
Who lives in Supportive Housing?
The people who live in supportive housing come from a variety of backgrounds, ages and experiences, and all are individuals formerly experiencing homelessness who have been assessed to require this added level of support.
Residents are referred to a supportive housing site based on their support requirements and what the specific site offers. The referral process is a coordinated approach jointly shared with Homeward Trust, Alberta Health Services, and individual housing operators. An individual’s fit for the program will include ensuring the supports available are matched to the individual’s needs, how they match up with other residents in the program, and the individual’s fit with the building and the nearby community.
Residents prioritized for Supportive Housing may be individuals with complex needs, such as substance use, acute mental health, physical health concerns, and mobility issues. Individuals may also have experienced previous challenges maintaining independent housing.
For example, we have Supportive Housing sites dedicated to supporting those with Fetal Alcohol Spectrum Disorder (FASD), schizophrenia, complex health, mental health and addiction needs as well as providing cultural supports for Indigenous residents as each site offers specific supports, services and programs.
How Supportive Housing Works.
Collaboration and Management in Supportive Housing
City of Edmonton: Leads development, land procurement, and project management before transferring sites to Homeward Trust.
Homeward Trust Edmonton: is the landlord, and selects non-profit Supportive Housing Operators through an RFP process. Homeward Trust provides operator support and training, and monitors performance through regular evaluations and oversight.
Non-Profit Supportive Housing Operators: are contracted by Homeward Trust to manage overall site operations, provide on-site staff, life skills support, case management, and ensure quality service delivery. They specialize in building the capacity of residents to live healthy lives, maintain housing, and be part of the community.
Access to Supportive Housing is by referral only.
Residents must be referred in order to access Supportive Housing. A coordinated prioritizing and matching process connects referrals with Supportive Housing operators who review and enroll participants through an intake process often involving consultation from Recovery Alberta Mental Health and Addiction Services (formerly Alberta Health Services Addiction and Mental Health).
For more information on accessing Supportive Housing, please contact Coordinated Access at coordinatedaccess@homewardtrust.ca or 780-702-5267.
Stories about Supportive Housing.
Developed Supportive Housing Units
The five Supportive Housing sites (Hope Terrace, McArthur, Tâpwêhtamowin wâskahikan, Morningstar Home and Unity Manor) were built using modular construction techniques with:
- $35.1 million in funding from the Government of Canada’s Rapid Housing Initiative (RHI) and delivered by the Canada Mortgage and Housing Corporation (CMHC).
- The City of Edmonton provided an additional $28.3 million in funding support.
- $16.4 million of capital funding came from the Government of Alberta’s Municipal Stimulus Program (MSP).
With the City of Edmonton as project lead, these five sites were completed by GEC Architecture and Edmonton-based companies Delnor Construction and Northgate Industries, who managed the on and off-site modular construction. Modular construction means the supportive housing units were pre-built indoors and off-site, trucked to their specific locations and craned onto concrete podiums. All units are self-contained, have kitchens, bathrooms, and storage space, and are fitted with large windows with 15% of the units as fully barrier-free.
Operating Agency: NiGiNan Housing Ventures
Neighbourhood: McCauley in Ward O-day’min (OH-DAY-MIN)
Community Contact: Arsan Buffin
Contact information: arsan.buffin@niginan.ca
Good Neighbour Statement of Operations: Please read the statement here
Units: 42 (32 two bedroom, one bedroom, and bachelor suites, and 10 accessible units)
Program Description:
NiGiNan staff provides support 24 hours a day, seven days a week. Staff are trained and equipped to support all residents in the Supportive Housing domain. This includes residents having access to Indigenous cultural support, goal-setting support, assistance with attending medical appointments, mental health support, on-site pharmacy services, meals, etc.
The program and housing support(s) at Ambrose Place enable Indigenous peoples and those who may have lost their housing due to mental health and addiction issues to find a permanent home. Using a recovery-orientated approach and Indigenous Natural Law, NiGiNan can stabilize residents who have experienced chronic and long-term houselessness and allow those residents to maintain successful housing and reduce the load upon emergency services and other public social & medical institutions.
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Operating Agency: George Spady Society
Neighbourhood: Balwin in Ward Tastawiyiniwak (TASS-TAW-WIN-EE-WOK)
Community Contact: Tara Sobey
Contact Information: tsobey@gspady.ab.ca
Good Neighbour Statement of Operations: Please read the statement here
Units: 25
Program Description:
Balwin Place is a Supportive Housing facility operated by the George Spady Society (GSS) in partnership with Alberta Health Services (AHS). Onsite staff provides essential services and long-term housing stability to individuals with complex needs who have experienced chronic homelessness. The 4-story building has 25 single-bedroom units and can accommodate four low-barrier or wheelchair using residents. Staff provides 24/7 support, including service planning and coordination. Supportive Housing addresses the need for long-term housing for those most in need. Programming reduces the use of community emergency services, hospital beds, police interaction, and time spent incarcerated. Individuals who used to experience chronic homelessness are safely and stably housed, reducing the stress on mainstream service providers and system costs, in turn increasing community safety.
How this program advances Edmonton’s Updated Plan to Prevent and End Homelessness:
Balwin provides in-service medical interventions and 24/7 support staff to meet the unique needs of complex situations that market housing does not or can not address. The multidisciplinary team here works with community resources to build effective working relationships with residents and address needs holistically.
Balwin Place furthers the stated goals of the Edmonton Plan by reducing homelessness and developing and participating in integrated system responses. Emphasis on ending chronic homelessness by ensuring this admission criteria capture appropriate, prioritized referrals. Referrals are received via Homeward Trust Coordinated Access and are on the By Name List. An integrated service approach via a formal AHS partnership to allow for access to high-quality in-reach health and psychiatric care. Prevent future homelessness by collaborating with systems to maintain housing for complex individuals. Unique and effective exit planning and diversion when loss of tenancy is unavoidable. Case managers coordinate support in physical and mental health, addiction, justice, education, family and child interventions, finances, and cultural and spiritual development. Balwin supports reduced reliance on wider system usage by having a multidisciplinary care team with expertise in mental health and addictions onsite. Balwin Place provides in-reach health care, occupational therapy, crisis intervention, mental health, and addiction support.
Operating Agency: George Spady Society
Neighbourhood: Sherbrooke in Ward Anirniq (A-NIRK-NIK)
Community Contact: Michelle Valiquette
Contact Information: mvaliquette@gspady.ab.ca
Good Neighbour Statement of Operations: Please read the statement here
Units: 5
Program Description:
George’s House provides a safe, communal living environment for individuals who are nearing the end of life and are either experiencing homelessness or would be at risk of becoming homeless without supportive, person-centred palliative care. Residents benefit from onsite case management coordination by George Spady staff and in-reach medical support by AHS Palliative Care specialists.
How this program advances Edmonton’s Updated Plan to Prevent and End Homelessness:
George’s House provides a safe and comforting place for individuals who need palliative support and are homeless or vulnerably housed. This 24-hour care home has an interdisciplinary team that concentrates on easing the physical, emotional, and spiritual suffering that may accompany the end-of-life journey.
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Operating Agency: The Bissell Centre
Neighbourhood: King Edward Park in Ward Métis (MAY-TEA)
Community Contact: Nola Visser
Contact Information: nvisser@bissellcentre.org
Good Neighbour Statement of Operations: Please read the statement here
Units: 34 (6 one-bedroom, 18 studio units, 10 barrier-free)
Specialization: Bissell Centre has specialized programming and support tailored to assisting people living with Fetal Alcohol Spectrum Disorder (FASD).
Program Description:
Hope Terrace offers housing links to permanent affordable housing with flexible, voluntary support services to assist with stabilization, housing retention and interdependent living. Hope Terrace’s program mission statement is “empowering adults with FASD to fulfill their potential.”
Hope Terrace residents are offered on-site support 24/7/365. Each resident works closely with the Hope Terrace Care Team and identifies personal goals. The Care Team and Resident Support Workers implement strategies based on the resident’s individual needs and offer the appropriate levels of support using in-reach and outreach services within the community and city.
How this program advances Edmonton’s Updated Plan to Prevent and End Homelessness:
Culturally Aware
- Cultural Support Worker to begin part-time January 2023
- Community ceremonies
- Programming cultural events within the community (i.e., Pow Wows, sweats, medicine picks, etc.)
Client Centred
- Care Plans created by the Case Manager
- Resident feedback is solicited regularly.
- Monthly tenant meetings
Case Management
- Holistic approach to goal setting and relationship building.
- Connecting residents to outreach supports to ensure wrap-around care.
Community-Based
- Weekly activities and group programming that promote meaningful daily activity both on-site and in the community.
Anti-Oppressive
- All are welcome.
Harm Reduction
- Needle exchange on site
- Inhalation kits available
- In-reach AHS Addiction Counsellor
- In-reach Sexual Health Nurses
- Naloxone distribution site
Evidence-Based
- Occupational Therapist on site
- FASD Informed
- Trauma-Informed
Operating Agency: Schizophrenia Society of Alberta
Neighbourhood: Bonnie Doon in Ward Métis (MAY-TEA)
Community Contact: Karim Alhiane
Contact Information: kalhiane@schizophrenia.ab.ca
Good Neighbour Statement of Operations: Please read the statement here
Units: 21
Program Description:
Iris Court is a licensed supportive living accommodation owned and operated by the Schizophrenia Society Alberta. Iris Court provides 24/7 support for individuals who have a persistent mental health diagnosis with past challenges maintaining housing a safe, supported place to call home.
How this program advances Edmonton’s Updated Plan to Prevent and End Homelessness:
Working with hospitals or community agencies to successfully transition individuals into permanent supportive housing. Listening to our tenants and making the necessary community referrals to clinical support. Providing meals, practical support, and medication monitoring. Supporting the individual before the issue becomes a crisis, diverting to community resources, or problem-solving onsite.
Operating Agency: NiGiNan Housing Ventures
Neighbourhood: Wellington/McArthur in Ward Anirniq (A-NIRK-NIK)
Community Contact: Arsan Buffin
Contact Information: arsan.buffin@niginan.ca
Good Neighbour Statement of Operations: Please read the statement here
Units: 50 (10 one-bedroom, 30 studio units, 10 barrier-free)
Specialization: Serving residents who identify as Indigenous and who would otherwise be experiencing homelessness. McArthur houses individuals with concurrent disorders, ongoing substance use disorders, complex medical and physical needs, palliative participants, and those who frequently utilize emergency services. This site is licenced as Supportive Living and has healthcare staff embedded in the program.
Operating Agency: Homeward Trust Edmonton
Neighbourhood: Beverly Heights in Ward Métis (MAY-TEA)
Community Contact: Jake Ramer
Contact Information: jramer@homewardtrust.ca
Good Neighbour Statement of Operations: Please read the statement here
Units: 14
Program Description:
Morning Fire Protector (MFP) provides long-term case management support to Indigenous individuals and families in a Supportive Housing setting. MFP specifically provides cultural and spiritual support to assist in working through issues that result in homelessness or are barriers to housing stability, such as addiction, trauma, and abuse. Supports include goal setting, life skills, cultural education, family reunification support, and healing through ceremonies, cultural events, and activities, both onsite and in the community.
How this program advances Edmonton’s Updated Plan to Prevent and End Homelessness:
To provide long-term case management support to Indigenous individual and family tenants in a Supportive housing setting. MFP specifically provides cultural and spiritual support to assist in working through issues that result in homelessness or are barriers to housing stability, such as addiction, trauma, and abuse, that would not be available in other supportive sites. Supports include goal setting, life skills, cultural education, and healing through the ceremony, cultural events, and activities on-site and in the community.
Operating Agency: NiGiNan Housing Ventures
Neighbourhood: Belvedere in Ward Dene (DEH-NEH)
Community Contact: Arsan Buffin
Contact Information: arsan.buffin@niginan.ca
Good Neighbour Statement of Operations: Please read the statement here
Units: 42
Program Description:
NiGiNan Housing Ventures is a registered non-profit charity that was formed to address the housing needs and requirements of Indigenous people living in Edmonton. Omamoo Wango Gamik (‘All Our Relations’) came into being as a result of a partnership between Right at Home Housing Society and NiGiNan Housing Ventures to provide supportive living housing in the Northeast of Edmonton where there was an identified shortage of housing for Indigenous peoples. Omamoo Wango Gamik offers supportive housing for individuals and small families who have struggled with houselessness currently or in the past. Omamoo Wango Gamik also provides an environment where families with children in care can stabilize and work towards family reintegration while being supported by staff and the community.
NiGiNan provides residents with a stable, supportive housing environment, ensuring they have access to Indigenous cultural support, goal-setting support, assistance attending medical appointments, and mental health support. Staff also facilitate onsite workshops and cultural gatherings to foster a community atmosphere and build resident living capacities and life skills.
How this program advances Edmonton’s Updated Plan to Prevent and End Homelessness:
This program enhances the focus of crisis response services and facilities on permanent housing outcomes by increasing access to mental health, addiction, trauma, and Indigenous wellness supports.
This program provides supportive housing to Indigenous individuals and families not currently served or underserved by the existing resources. NiGiNan provides light wrap-around support and a welcoming and inclusive cultural and spiritual environment where residents can sustain housing and make long-term inroads to resolve challenges that could allow them to become vital members of the Omamoo Wango Gamik community and the larger community.
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Operating Agency: Native Counselling Services of Alberta (NCSA)
Neighbourhood: Inglewood in Ward Anirniq (A-NIRK-NIK)
Community Contact: Crystal Thompson-Kootenay
Contact Information: Crystal-TKootenay@ncsa.ca
Good Neighbour Statement of Operations: Please read the statement here
Units: 30 (6 one-bedroom, 18 studio units, 6 barrier-free)
Specialization: Units are designated for Indigenous community members who would otherwise be experiencing houselessness. This includes those with mobility issues, those involved with the provincial and federal correctional system (within the last three years), those on conditional release from provincial or federal institutions and individuals expressing a desire to overcome addictions.
Program Description:
NCSA will offer a circle of wellness for each resident of tâpwêhtamowin wâskahikan – tâpwê Housing that considers the four dimensions of each resident. In doing so, the program seeks to bring each resident into a healthier space to heal from the multi-layered impacts of living without a home. Then, once a safe and secure environment is established through the Cree approach to relationships, the inter-generational impacts of historic trauma can be addressed at a pace toward goals, which is driven by the resident. Grounded in Cree natural law teachings, each resident will have a wellness plan developed based on their individual priorities and needs.
How this program advances Edmonton’s Updated Plan to Prevent and End Homelessness:
The building on 124 Street and 112 Avenue is esthetically pleasing, secure, and built with safety in mind. It also provides an environment that fits the neighbourhood. The programs and services built by NCSA will create a welcoming, kind and homey environment. Wellness Coordinators will work with NCSA’s internal and external partners to ensure the residents are fully supported as they progress toward their wellness plan. Each journey begins with a first step, and each step will be supported on the journey to wellness.
Operating Agency: Boyle Street Community Services
Neighbourhood: Terrace Heights in Ward Métis (MAY-TEA)
Community Contact: Elliott Tanti
Contact Information: etanti@boylestreet.org
Good Neighbour Statement of Operations: Please read the statement here
Units: 47
Specialization: Serving individuals experiencing ongoing substance use disorders and those with a history of mental illness who rely on emergency services. Individuals who may have struggled with guest management in other housing programs may be suitable for Terrace Heights.
Program Description:
wâpanAcâhcahk – Morningstar Home in Terrace Heights provides low-barrier, supportive housing to individuals who have been identified as requiring more supports with maintaining their housing. These individuals may be experiencing homelessness and/or housing insecurity. Boyle Street Community Services (BSCS) will be providing on-site supports to residents of Terrace Heights. BSCS’ mission is to end chronic homelessness. BSCS works to create healthy, safer, and more inclusive spaces for all, placing particular focus on making our services and spaces inclusive to First Nation, Métis, and Inuit people. The Terrace Heights team will provide supports based on the diverse cultures and groups who reside at the site.
How this program advances Edmonton’s Updated Plan to Prevent and End Homelessness:
This program provides accommodations for individuals who would otherwise be in the shelter system or on the streets, focusing on individuals who may have previously experienced challenges maintaining housing. With programming and consistent long-term support, residents will decrease their use of emergency services. BSCS will engage with residents to build skills and awareness around being a good neighbour and provide opportunities for residents to participate in community activities that build a sense of trust, belonging, and pride in our community.
Operating Agency: The Mustard Seed
Neighbourhood: Westwood in Ward O-day’min (OH-DAY-MIN)
Community Contact: Cathy Kendell
Contact Information: cathykendell@theseed.ca
Good Neighbour Statement of Operations: Please read the statement here
Units: 20
Program Description:
Westwood Manor is a Supportive Housing Building operated by The Mustard Seed that provides shelter and support for up to 20 residents. Referrals are completed in collaboration with the Coordinated Access Team from Homeward Trust and comprise individuals with complex needs and a history of homelessness. Supported individuals may be experiencing a variety of mental health concerns, including addiction.
Westwood Manor operates from a harm reduction approach and residents are supported in improving their quality of life. Westwood Manor is staffed 24/7, and services are provided with a multi-level team providing case management, with a focus on housing sustainability and improved wellness. Case management services encompass a broad range of supports including, but not limited to medication assistance, life skills development, personal administration supports, referrals and advocacy, documentation, and emotional support. Staff also strive to ensure a safe and stable environment for the residents to call home and to successfully integrate themselves into not only the building community but also the surrounding neighbourhood.
The Mustard Seed is a Christian non-profit organization that has been caring for individuals experiencing homelessness and poverty since 1984. Operating in five cities across Alberta and British Columbia, The Mustard Seed is a supportive haven where people can have their physical, mental, and spiritual needs met and grow toward greater health and independence.
How this program advances Edmonton’s Updated Plan to Prevent and End Homelessness:
Westwood Manor strives to support individuals in learning the skills necessary to obtain and successfully maintain housing independently. While residing at Westwood Manor, residents are supported in learning life skills to care for themselves and their housing, which includes home care, finances, administrative support, and tenancy management. Supports are provided in a manner that empowers residents to move towards positive change.
Operating Agency: George Spady Society
Neighbourhood: Westmount in Ward O-day’min (OH-DAY-MIN)
Community Contact: Nicole Webber
Contact Information: nicolew@gspady.ab.ca
Good Neighbour Statement of Operations: Please read the statement here
Units: 54 (6 one-bedroom, 39 studios, 9 barrier-free)
Specialization: This site provides essential services and long-term housing stability to individuals with complex needs who have experienced chronic homelessness. The program operates from a wellness-recovery perspective and equips residents with the skills and knowledge required to maintain a tenancy.
Program Description:
Unity Manor (formerly Westmount) is a Supportive Housing facility operated by The George Spady Society. Onsite 24/7 staff provide essential services and long-term housing stability to individuals with complex needs who have experienced chronic homelessness. Supportive Housing sites address the need for long-term housing for those most in need. SH programming reduces the use of community emergency services, hospital beds, Police interaction and time spent incarcerated. The individuals are housed in a safe and stable environment. This reduces the stress on mainstream services and system costs and increases community safety.
How this program advances Edmonton’s Updated Plan to Prevent and End Homelessness:
Unity Manor SH provides in-service interventions (physical, emotional, mental health, and spiritual/cultural) for individuals who face multiple barriers to maintaining market housing. The multidisciplinary team also works with community resources to build healthy working relationships with individuals in a holistic and trauma-informed approach.
In Development
In September 2023, as part of the latest round of RHI 3 funding, the Holyrood Supportive Housing site was announced for development. It is anticipated to be completed in winter 2024/early 2025, with occupancy following in 2025.
Operating Agency: George Spady Society
Neighbourhood: Holyrood
Estimated Units: 63
Specialization: To be determined during the RFP process and operator selection which typically begins six months before occupancy/program start date.
How this program advances Edmonton’s Updated Plan to Prevent and End Homelessness:
Supportive Housing offers affordable housing to individuals experiencing homelessness by working on both ending homelessness and preventing future homelessness. This is achieved in part through a commitment to continuous improvement and refinements to program design informed by a focus on Indigenous culture, family support, and experiences of addiction. The goal is to ensure vulnerable Edmontonians have the safety, stability, and cultural support needed to thrive.
In April 2024, City Council approved two new Supportive Housing sites in the Canora and Garneau communities on vacant, undeveloped lots.
The new housing developments will be designed by GEC Architecture, the same local firm that worked on a previous city-led supportive housing project. Construction will be led by Integrated Infrastructure Services (IIS), which will work with the City of Edmonton’s Affordable Housing and Homelessness section.
When construction is complete, the building’s ownership will be transferred to Homeward Trust, who will act as a property manager and select a non-profit agency through a Request for Proposal process to operate the supportive housing program and the specific supports and services provided to residents.
Construction is set to begin in Fall 2024, with occupancy in 2026.
Neighbourhood: Garneau in Ward Papastew (PAH-PAH-STAY-OH)
Units: 34 with five barrier-free units
Specialization: To be determined during the RFP process and operator selection which typically begins six months before occupancy/program start date.
Budget: The total project cost for the Garneau Supportive Housing site is approximately $15.7 million, with the Government of Alberta (Affordable Housing Partnership Program) contributing $2.3M and the City of Edmonton (Affordable Housing Reserve) contributing $13.4M. This site was originally submitted for funding via the Rapid Housing Initiative but was not selected.
In April 2024, City Council approved two new Supportive Housing sites in the Canora and Garneau communities on vacant, undeveloped lots.
The new housing developments will be designed by GEC Architecture, the same local firm that worked on previous city-led supportive housing project and construction led by Integrated Infrastructure Services (IIS), working with the City of Edmonton’s Affordable Housing and Homelessness section.
When construction is complete, the building’s ownership will be transferred to Homeward Trust, who will act as a property manager and select a non-profit agency through a Request for Proposal process to operate the supportive housing program and the specific supports and services provided to residents.
Construction is set to begin in Fall 2024 with occupancy in 2026.
Neighbourhood: Canora in Ward Nakota Isga (Na-ko-ta EEs-ka).
Units: 63, including nine barrier-free
Specialization: To be determined during the RFP process and operator selection which typically begins six months before occupancy/program start date.
Budget: This project receives capital funding from the City and the Government of Alberta’s Affordable Housing Partnership Program. The total project cost is approximately $27.7 million: $4.2M from the Government of Alberta (Affordable Housing Partnership Program) and $23.5M from the City of Edmonton (affordable housing reserve).
Issue Resolution
Homeward Trust and its Supportive Housing Operators are committed to supporting community members who wish to resolve an issue.
Homeward Trust is a strong proponent of positive community relationships as well as active efforts and engagement to build and maintain positive community relationships. Accordingly, Homeward Trust encourages people with a concern or issue about any Supportive Housing site and/or its operations, including the behaviour or activity of residents, to start by contacting the Supportive Housing Operators’ Community Contact. If the Supportive Housing Community Contact is unable to resolve a concern or an individual feels it is necessary to escalate the concern to Homeward Trust, then please adhere to Homeward Trust’s Issue Resolution Process, as follows:
- Provide the information requested in Issue Resolution Request Form to Homeward Trust.
- Homeward Trust will reply within three business days to confirm that the issue resolution request has been received and is being investigated. If the issue is urgent and a three-day response is not acceptable, please contact emergency services. An urgent issue is something that involves imminent risk or harm to life or property.
- Homeward Trust will review and investigate the issue and reply to the stakeholder within 10 business days to either:
- Request more information;
- Provide the stakeholder with an update, including how it has been, is being, or will be resolved.
Formal Issue Resolution Policy for Homeward Trust-Contracted Supportive Housing Sites
Purpose
This policy sets the direction for managing issues related to the operation of Supportive Housing (SH) sites in Edmonton and any resulting effects on neighbours and the neighbourhood. The Issue Resolution Policy (referred to as the “IR Policy”) outlines:
- Homeward Trust’s authority to hear and manage issues,
- The bodies responsible for hearing and responding to issues and their accountabilities; and
- The process for receiving, hearing, and responding to issues.
The Policy is in place to help ensure the successful operation of the SH Site. It supports positive community relationships and neighbourhood enjoyment, especially when an issue is raised.
Background Information
Supportive housing combines affordable housing with intensive, coordinated services to help people struggling with chronic physical and mental health issues maintain stable housing and receive appropriate health care. Residents live in self-contained units and have access to on-site programming delivered by sub-contracted community service agencies, herein referred to as “Operators.” Operators have dedicated staff specializing in providing or facilitating access to support that helps people maintain housing and integrate with the surrounding community.
Residents of SH sites enjoy and experience the same rights to housing, privacy, security, and participation in community life as all community members. Contractual obligations include adherence to minimal standards, upholding policies, and creating a “Good Neighbour Plan,” which includes engaging local community members and progress reporting. Homeward Trust completes ongoing quality assurance processes, which include addressing and responding to any concerns or issues from SH residents, neighbours, and community members.
Informal Direct Feedback Process
Subcontracted agencies are the ultimate experts in the nuances of their respective sites. As such, community members are invited and encouraged to contact the site directly for information, clarity, feedback, and/or assistance. In most cases, this community contact can resolve issues. A Community Contact for each site is shared in the Good Neighbour Plan. This contact is often able to answer any questions and resolve any concerns. If an issue is raised directly to Homeward Trust, Homeward Trust will facilitate connections to Supportive Housing Operators to resolve the matter as appropriate.
The process is as follows:
- Phone or email the community contact.
- The community contact will respond within 24 hours of receiving the inquiry or the first business day after receiving an inquiry.
- If the feedback is related to a concern, it is expected that is to be investigated and resolved within 7 business days. If this timeframe is not possible, the site operator will communicate an anticipated resolution time frame.
- The site operator will provide a written summary of how the concern was resolved to the individual who shared the concern and Homeward Trust.
- When appropriate, the person sharing a concern will be provided with any additional follow-up measures.
- Supportive Housing sites will provide quarterly reporting to Homeward Trust regarding the number and nature of informal inquiries that have arisen.
If the Community Contact is unable to resolve a concern or an individual feels it is necessary to escalate the concern to Homeward Trust, the stakeholder can begin the formal process outlined below.
If an individual believes that Homeward Trust has unfairly or unsatisfactorily interpreted or upheld Homeward Trust policy, SH standards, contractual obligations with Operators, or the Issue Resolution Process, they have the right to ask for alternative methods of resolution.
Rights and Responsibilities
Homeward Trust respects that people raising an issue have the right to:
- Request a review of a decision affecting them.
- Access information about the Issue Resolution Process.
- Access advocacy and support during the Issue Resolution Process.
- Have their views been listened to, respected, and considered?
- Receive information about how and why a decision was made.
- Respond to the reasons for a decision and, where possible, the information used to make that decision.
Homeward Trust expects that stakeholders fulfill the following responsibilities:
- Reach out to the community contact to have issues addressed.
- File a formal issue resolution request promptly after discussing it with the community contact.
- Respect the confidentiality of an individual’s personal information and the obligation of Homeward Trust and its Supportive Housing Operators to protect that confidentiality.
- Provide information to support their issue, including any new or additional information that arises.
- Respect the inherent human rights of all People.
- Provide their contact information.
- Act in good faith during the entire process.
Issues Covered by the Policy
The Issues Resolution Policy applies to issues regarding the operation of Supportive Housing sites by Supportive Housing Operators, which includes those related to:
- Appearance of a Supportive Housing site.
- Behaviour or activities of residents of a Supportive Housing site.
- Behaviour or activities of the staff of a Supportive Housing site.
- Anything that contravenes positive community relationships and neighbourhood enjoyment.
- Other infractions that contravene Homeward Trust’s policies, standards, and/or Good Neighbour Plan.
Accordingly, the following types of issues are either outside of Homeward Trust’s authority or, for legal reasons, cannot be addressed through this process.
- Issues about areas set out in legislation or regulation and beyond Homeward Trust and the Operators’ authorities.
- Issues about events that are before the court or other legal proceedings.
Homeward Trust will refer these issues to the appropriate channel should they arise.
Continuous Quality Improvement
Homeward Trust records, tracks, and follows up on all Issue Resolution Requests received, then reports and analyzes the information and uses it as part of its overall quality assurance process to improve services and performance. Homeward Trust views each issue as an opportunity to address a specific concern and learn and improve how SH is delivered in Edmonton. Where an issue involves the actions of Supportive Housing Operators, Homeward Trust provides feedback or takes action to support the Operators’ own continuous quality improvement process. Homeward Trust also has compliance assurance mechanisms built into its contracts, and the Supportive Housing Operators have these mechanisms in place with residents.
Issue Resolution Policy
Homeward Trust and its Supportive Housing Operators are committed to supporting community members who wish to resolve an issue, including helping to navigate Homeward Trust’s Issue Resolution Policy and to access support or advocacy, as needed.
Homeward Trust is a strong proponent of positive community relationships as well as active efforts and engagement to build and maintain positive community relationships. Accordingly, Homeward Trust encourages people with a concern or issue about any Supportive Housing site and/or its operations, including the behaviour or activity of residents, to start by reaching out to the Supportive Housing Operators’ Community Contact.
If the Supportive Housing Community Contact is unable to resolve a concern or an individual feels it is necessary to escalate the concern to Homeward Trust, then please adhere to Homeward Trust’s Issue Resolution Process, as follows:
- Provide the information requested in the below Issue Resolution Request to Homeward Trust. Issue Resolution Requests can be emailed to Homeward Trust at info@homewardtrust.ca.
- Homeward Trust will reply within three business days to confirm that the issue resolution request has been received and is being investigated. If the issue is urgent and a three-day response is not acceptable, please contact emergency services. An urgent issue is something that involves imminent risk or harm to life or property.
- Homeward Trust will review and investigate the issue and reply to the stakeholder within 10 business days to either:
- Request more information
- Provide the stakeholder with an update, including how it has been, is being, or will be resolved.
Please note that the timeframes outlined in the above process may be exceeded or expedited if:
- There is an agreement with the person raising the issue or
- A significant delay cannot be avoided either because of a delay or inaction by the person raising the issue or a requirement to engage other parties or another mechanism, process, or system to resolve the issue.
If the individual believes that Homeward Trust has unsatisfactorily interpreted or upheld Homeward Trust policy, Supportive Housing Standards, the Issue Resolution Policy, or contractual obligations with community service agencies, the individual is encouraged to contact Homeward Trust’s Supportive Housing Manager to discuss alternative resolution measures.
Videos
Supportive Housing Media Releases
On June 30, 2022, the City of Edmonton began handing over the first of five new supportive housing sites, to provide 210 new homes to Edmontonians who have experienced homelessness. The five projects were fast-tracked with funding from the Rapid Housing Initiative, a national program led by the Government of Canada (via the CMHC) to support shovel-ready permanent supportive housing projects. Additional funding provided by the City of Edmonton, and the Province of Alberta’s Municipal Stimulus Program.
View the full release HERE.
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On March 17, 2021, the Government of Canada and the City of Edmonton, in partnership with Homeward Trust and GEF Senior’s Housing, announced details of an approximately $24.8 million investment through the Projects Stream of the Rapid Housing Initiative (RHI) for the immediate construction of 167 new units of affordable and supportive homes for Edmontonians.
View the full release HERE.
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In December 2020, the Government of Canada and the City of Edmonton, in partnership with Homeward Trust, announced 80 new units of supportive housing with funding support from the Rapid Housing Initiative Major Cities Stream. The two developments, located in King Edward Park and Wellington, will use off-site modular construction techniques and be complete by the end of 2021.
View the full release HERE.
