Property and Case Management Services

The vendor is required to provide property management through an integrated, 24/7 staffing model.
- Program operations
• Providing intensive, integrated, person-centered management and life skills programming. 
• Maintaining a safe, well-managed property, including cleaning, repairs, and security. 
• Collaborating with ministry of health (MOH)-funded and community-based services to ensure residents receive coordinated and timely support. 
• Operating under housing first and harm reduction principles, with a low-barrier, trauma-informed, and culturally responsive approach, including provision of service to individuals who identify as indigenous. 
• Embedding equity, diversity, and inclusion (EDI) principles across all aspects of service delivery, with attention to the unique needs of equity-deserving populations.
- Objectives
• Provide safe, stable, and dignified housing to high-acuity individuals who have been experiencing chronic homelessness including residing in encampments. 
• Offer on-site, 24/7 wraparound supports that include mental health services, addiction recovery programs, and life skills training. 
• Establish an approach that ensures individuals receive the supports they need while maintaining housing stability.
• Implement a coordinated property management and housing support model to ensure all residents live in safe, secure, and well-maintained conditions. 
• Foster long-term housing retention and support transitions to greater independence where possible. 
• Maintain a well-managed, trauma-informed, and low-barrier environment through proactive property management, de-escalation practices, and resident-centered housing operations. 
• support housing retention, with a focus on eviction prevention, and individualized planning to address barriers to stability. 
• Facilitate connections to the broader health and social service system, including collaboration with MOH-funded and community-based providers to ensure continuity of care. 
• Promote continuous quality improvement and system alignment, including participation in city coordinated access system, data collection through the homelessness management information system (HMIS), and alignment with regional homelessness system priorities.
- Core responsibilities include person-centered support services, facilities management, health and mental health service integration, safety and conflict response, and participation in data collection and reporting systems.
- Housing operations and supportive services
• 24/7 staffing to ensure resident support, crisis response, and operational oversight at all times. 
• Intensive case management, including individualized service planning, coordinated care, and housing stability supports, delivered at a staff-to-resident ratio of approximately 1:10. 
• On-site security staffing as part of the 24/7 coverage model, with clearly defined roles that support both resident safety and housing stability. 
• Security staff must be trained in trauma-informed care, de-escalation techniques, and engagement strategies appropriate for high-acuity, low-barrier housing environments. 
• Resident intake and lease support, including housing readiness planning, orientation to the building and community, and support during move-in and transition periods. 
• support with daily living, including life skills coaching (e.g., budgeting, cleaning, conflict resolution, meal planning), while recognizing that residents must be capable of preparing their own meals and managing personal hygiene independently. 
• This is not a care home or assisted living facility. 
• Health navigation and systems access, helping residents connect to mental health, primary care, substance use services, and other supports through MOH-funded and community providers. 
• Peer support and community engagement, including opportunities for group programming, resident leadership, and supported participation in the broader community. 
• Eviction prevention and housing retention, through proactive engagement, mediation, and support for addressing occupancy agreement violations and resolving conflicts. 
• Culturally responsive and anti-oppressive practices, including ongoing staff training, appropriate accommodations, and service delivery that honors residents’ identities and lived experiences.
• Where appropriate, the selected proponent should also support residents in working toward increased independence and transitions to other housing options, aligned with their personal goals 
• Participation in regular coordination meetings with regional staff to share updates, address challenges, and collaborate on approaches to supporting residents. 
• Affordable program fees. 
• The selected proponent will collect service fee contributions from residents to offset operating costs, provided that such contributions are calculated to ensure affordability and are aligned with the shelter component of OW and ODSP or another reasonable income-based measure. 
• The selected proponent must implement fair fee-setting policies and maintain documentation to demonstrate affordability.
- Property management and facility maintenance
• Coordinating routine maintenance, repairs, and janitorial services to maintain the building in a clean, safe, and habitable condition. 
• Maintain the onsite laundry facilities and ensure availability for resident use. 
• Performing routine inspections and participating in preventative maintenance program for managing waste disposal, pest control, HVAC, and plumbing systems, in collaboration with regional facilities staff. 
• Overseeing security systems, including controlled building access, video surveillance, and coordination of emergency response protocols. 
• Conducting regular unit and common area inspections, with appropriate documentation and follow-up. 
• Educating residents on property features, neigh bour hood context, and resident rights and responsibilities. 
• Maintaining clear and documented processes for submitting and responding to maintenance requests, including an escalation process for unresolved concerns. 
• Ensuring compliance with all fire safety, and life safety inspection requirements, including monthly and annual service schedules. 
• Coordinating grounds maintenance year-round, including snow removal, landscaping, and outdoor common space upkeep. 
• Managing resident relations, including communication around building issues and residency obligations 
• Entering into occupancy agreements with residents, collecting service fees, and applying occupancy terms in collaboration with support staff. 
• Assuming costs for ongoing utilities, telecommunications, internet, and furniture, including off-site storage of program materials.
- Health and mental health services integration
• Establish and maintain formal partnerships with health and mental health providers, including MOH-funded agencies, to support access to primary care, psychiatry, medication management, counselling, addictions treatment, and crisis services. 
• Support the delivery of on-site services, such as psychiatric assessments, nursing care, addictions counselling, and wellness programming, as negotiated with partners and the region. 
• Facilitate resident access to medication-assisted treatment, and harm reduction supplies. 
• Provide case management that is trauma-informed, recovery-oriented, and responsive to co-occurring mental health and substance use challenges. 
• Coordinate care planning, service navigation, and follow-up support in collaboration with clinical and non-clinical providers. 
• Maintain relationships with local hospitals, crisis teams, and emergency services to support crisis response and reduce reliance on emergency departments and police.
• Ensure residents have access to services regardless of substance use, mental health challenges, or other barriers - no one will be turned away or excluded from support. 
• Engage in ongoing service alignment and case conferencing to ensure wraparound supports are responsive and coordinated across systems.
- Safety, security and conflict management
• Maintain a controlled entry system to support resident safety and site security, while balancing accessibility and dignity. 
• Operate and monitor security systems, including video surveillance, emergency lighting, and secure key and fob access. 
• Hire or contract security personnel as part of the overall safety strategy. all security staff must be trained to support a low-barrier, trauma-informed environment, with ongoing training in de-escalation, conflict resolution, and housing first-aligned practices. implement and follow a clearly documented crisis response protocol, including procedures for medical and behavioral health emergencies. 
• Implement and enforce a guest management policy that maintains safety while respecting resident autonomy, including procedures for guest sign-in/out, visitation hours, and limits on overnight stay. 
• Ensure all staff receive de-escalation, crisis intervention, and safety training, updated regularly. 
• Conduct proactive case conferencing and coordinated planning with emergency services, hospitals, and mental health crisis teams to reduce unnecessary police involvement and minimize emergency room visits. 
• Promote a culture of conflict resolution and harm reduction, using restorative and nonpunitive approaches wherever possible. 
• Respond promptly and respectfully to resident complaints or safety concerns, following an established escalation and communication process. 
• Ensure that emergency preparedness protocols are in place for all resident and staff, including fire safety, overdose response, and medical emergencies. 
• Collaborate with the region to review and update safety and emergency preparedness policies as needed, including protocols related to building operations. 
• Communicate incidents or emerging concerns in a timely manner.
- Data collection and reporting
• Participate in the region’s coordinated access and by-name list (BNL) systems, including intake, prioritization, and matching processes. 
• Utilize city HMIS for data entry, case management documentation, and tracking of service delivery and housing outcomes. 
• Maintain accurate and up-to-date client records, including support plans, residency status, service interactions, and critical incidents. 
• Submit required financial and performance reports in accordance with agreement terms, including metrics related to residency sustainment, program utilization, and resident engagement. 
• Participate in periodic program reviews, audits, or evaluations led by the region or external reviewers. 
• Support the region’s efforts to analyze and improve system-wide performance by sharing best practices, identifying service gaps, and contributing to collaborative solutions. 
• Implement internal mechanisms to evaluate program effectiveness, collect resident feedback, and identify opportunities for improvement.
• The selected proponent is responsible for the day-to-day financial management of the program, including service fee collection, tracking expenditures, and reporting on funding utilization. 
• The region will retain responsibility for capital planning and associated financial oversight.
- Staffing
• Maintain appropriate staffing ratios to support 24/7 operations, including coverage for evenings, weekends, and holidays. 
• Ensure all staff possess relevant post-secondary education and equivalent experience in areas such as social work, mental health, addictions, or community support. 
• Provide comprehensive onboarding and ongoing professional development, including mandatory training in trauma-informed care, harm reduction, cultural competency, de-escalation, conflict resolution, and non-violent crisis intervention. 
• Promote a culture of continuous learning and reflective practice to ensure service delivery remains responsive to the evolving needs of residents. 
• Ensure all staff are familiar with and uphold the principles of housing first, low barrier engagement, and person-centered service delivery. 
• Ensure all staff, volunteers, and contractors undergo a current vulnerable sector screening prior to working on-site or in a direct service role and maintain updated screening documentation in accordance with applicable legislation and policies.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: July 30, 2025