Lancaster County Council of Churches Winter Shelter Handbook for Volunteer Staff

Transcription

1 Lancaster County Council of Churches Winter Shelter Handbook for Volunteer Staff Lancaster County Council of Churches 812 N Queen St, Lancaster PA

2 Lancaster County Council of Churches Mission Statement: Putting faith into action, we work together for justice, peace, healing, and reconciliation for the whole community. Uniting individuals, businesses, and congregations as partners in ministry, we respond to human needs and address community and societal issues. Winter Shelter Background During the winter months, permanent emergency shelters are at or near capacity. Anticipating that many of those remaining on the street will require shelter, in 2005 the Interagency Council for the Homeless (now called the Lancaster County Coalition to End Homelessness) partnered with a number of downtown congregations and the Lancaster County Council of Churches (LCCC) to establish the emergency Winter Shelter (WS) for men and women to meet this increased need. At its origin, the WS was primarily for men who were experiencing homelessness (the majority of the street homeless population). In 2009, the WS switched to providing overnight shelter for women and women with children (12 years and younger) at host congregations and eventually at the this season at St. Mary s Catholic Church. An emergency Winter Shelter for men is available at Water Street Ministries. The role of the WS is to provide basic shelter only a place for those experiencing homelessness to get out of the cold and off the streets during the winter months. Meals, laundry facilities, telephone access, etc. are not provided since many of these services are already provided by existing organizations part of the Lancaster County Coalition to End Homelessness. This overnight shelter operates from December through April providing basic shelter for individuals experiencing homelessness. The Lancaster County Council of Churches (LCCC) provides overall support and management of the WS while St. Marys provides the facility. With very limited staff, the success and operation of the WS is entirely dependent upon volunteers from various houses of worship and/or businesses who agree to staff the WS for a week at a time. Each of these groups have been called to provide the staff support for a designated week(s) during December April. Rebecca Saner Winter Shelter Director rsaner@lcchurches.org cell Gail Rittenhouse Executive Director 2

3 Process and Timeline Here is an overview of the process involved to operate the WS. Time Activity Varied Times: Intake Women can obtain a season long authorization for the winter shelter from these locations: First United Methodist (Monday morning) Weekday intakes by calling and being directed to CHART o CHART: Community Homeless Assessment & Referral Team o Located at Tabor- 308 E. King Street, Lancaster Weekend intakes at St. Mary s After 9pm: Police escort only 6:15 pm 6:30 pm Volunteers arrive at St. Mary s 119 S Prince Street Lancaster PA 6:30 pm 7:00 pm Volunteer coordinator (for that evening) holds team meeting for all volunteers and assigns tasks 7:00 pm 9:00 pm (doors close at 9:00 pm) Doors open and check-in guests who will be spending the night 7:00pm -9:00 pm check for guests that have received authorization Any guest arriving after 9pm must have prior approval from Shelter Director. Volunteers will be notified by shelter director of late arrivals. o Priority is given to Lancaster County residents Linens, blanket, and storage bag distributed on Tuesday night for the week Guests must sign out linens and storage bag each week. 7:00 pm - 9:20 pm Guests get situated 9:30 pm Lights out in the sleeping area. Volunteers leave (except volunteers who will be spending the night) 6:45 am 7:30 am Wake up guests 7:30 am 8:00 am Guests help clean up sleeping area: o Place the blankets and mattress sleeve in storage bag and leave on bed. o Guest may access storage bins prior to leaving at 8am escorted by a volunteer Check out guests all guests must leave by 8 am 8:00 am 8:30 am Volunteers perform light clean up 3

4 Guidelines & Procedures Updated October, CHART is the only referral source for the Winter Shelter intake system. CHART and its outreach workers will issue intake authorizations to women experiencing homelessness who are requesting shelter weekly at the First United Methodist Breakfast as well as throughout the week at their office located in Tabor s building at 308 E. King Street, Lancaster. If the permanent emergency shelters are full, they will approve an authorization for one week at the Winter Shelter a. Authorizations will only be given to women and women with children (boys ages 13 and under & girls of any age). b. Authorizations will begin on November 20, 2018 c. Individuals that are working during the above listed times can call and complete a brief assessment over the phone. d. NOTE: In the event that a participant is employed and will not be able to be at the shelter before 9:00 pm, prior approval must be obtained for a late admittance. CHART and/or outreach staff will report this to the shelter coordinator. This will need to be reconfirmed each week. e. Participants will not be given authorization to stay at the shelter if they have the appearance of being intoxicated or are otherwise under the influence of illegal substances. Participants that have a history of violence or otherwise are determined to be a threat to the program will also be denied access. 2. Individuals experiencing homelessness will receive instructions to report to the shelter no earlier than 6:30 pm and no later than 8:30 pm. From 8:30pm to 9:00pm, individuals seeking shelter that have not received prior authorization may stay at the shelter if there is space for that evening. Priority will be given to Lancaster County residents. Individuals that arrive after 9:00pm or are under the influence of drugs or alcohol will be denied entrance into the shelter. a. If someone is denied entrance into the shelter because they reported late or intoxicated, they will retain their intake authorization and can use it the following night during that same week. b. Once they arrive, volunteers will greet and sign in the guest. Guests will be given: i. 1 stack a bunk (hard bed shell) ii. 2 blankets iii. 1 mattress sheet iv. 1 storage bag with tag (to store blankets and sleeve from night to night) v. Information on the conditions of stay c. Guests will be required to leave the facility promptly at or before 8:00 am. 3. Police Referral: It is possible that the Lancaster City police may find individuals requiring shelter throughout the evening. The Winter Shelter will only accept police referrals for women and women with children (boys ages 13 and under) after a background check has been complete and they are appropriate to stay at the shelter. a. Police will call winter shelter cell director. b. Shelter director will vet guest and call appropriate team leader to alert of late guest arrival. c. Once guest arrives with police, remind her that she must go to CHART the following morning to obtain further housing assistance. 4

5 4. If clients use threatening language or are otherwise violent they may be permanently barred from using the winter shelter. Volunteers must report any incidences to the Shelter Director (see Summary of Volunteers below) WINTER SHELTER STAFF The Lancaster County Council of Churches (LCCC) is the organization that oversees the administrative responsibilities of the Winter Shelter. The Winter Shelter Director of LCCC is responsible for maintaining the quality of the program; the responsibilities range from convening meetings and setting up the shelter schedule to establishing guidelines, policies and procedures and ensuring the safety of the guests and volunteers by enforcing set policies. Rebecca Saner Winter Shelter Coordinator cell Lancaster County Council of Churches The Winter Shelter Assistant is responsible for assisting the Winter Shelter Director. Lisa Shultz Tjwana Reed SEVERE WEATHER PROTOCOL In the event of severe weather LCCC in consultation with the YWCA, LFD Chief Tim Gregg, and Water Street, a determination will be made 24 hours in advance to close the Emergency Winter Shelter at the YWCA. Overnight guests will transition to Water Street after check-out in the morning. Every effort will be made to notify team leaders (who will in turn notify their volunteers) with as much advance notice as possible. The shelter will re-open when it is safe to do so. Volunteers Volunteers are at the heart of the Winter Shelter program. Houses of worship/organizations sign up to staff the shelter for a week at a time during December March. **Please see the Volunteer Daily Responsibilities for more information. 5

6 Summary of Volunteer Responsibilities Position Team Leader Evening Coordinator Door Greeter and Escort Summary of Responsibilities** Overall coordination of the Winter Shelter program for the congregation/organization Coordinate training Solicit and communicate with volunteers Schedule and assign volunteers for each evening Responsible for running shelter for that evening (may or may not be the organization s Team Leader) Should be spending the night Greet guests and escort to Check-in Security Check Check guests belongings for unsafe and/or prohibited items Floaters Assist guest with set up Maintain refreshments No. Needed Per Night 1-2 (on or offsite) 1 per night Gender Male or Female Male or Female Male 1 per night or Female 1 per night Male or Female 2 per night Male or female Time On-going 6:00 pm 8:30 am 6:30 pm 9:00 pm 6:30 pm 9:00 pm 6:30 pm 9:00 pm Overnight On call all night (sleep in shifts) Handles check-out next morning and clean-up Should include Evening Coordinator Continues to handle check-outs and ensure that everyone is out of the building by 8am. o This could be done by the overnight volunteers if they are able to stay until 8:30am 4 per night (Includes Evening Cor.) 4 per morning At least 2 Females At least 2 Female 6:00 pm 7:00 am Morning Checkout 7:00am- 8:30am Volunteer Daily Responsibilities A. Team Leader 1. The host house of worship/organization should appoint an overall team leader to: a. Coordinate the program (may have more than one team leader to share responsibilities) within organization and with LCCC. Including picking up keycard from the YWCA before Monday evening at 6pm 6

7 b. Schedule the volunteers - ensuring there are enough volunteers for each evening c. Recommended that you pre-assign the volunteers for the specific positions prior to the start of your week match volunteer strengths with the position. d. Assign a volunteer to be the Evening Coordinator for each evening e. Ensure everyone has gone through training to understand how the shelter operates f. Develop contingency plan if there is inclement weather and some volunteers can t drive B. Evening Coordinator (EC) 1. Responsible for running the shelter that evening 2. Arrive at 6:00 PM. Check to make sure that everything is in place or ready for placement when the volunteers arrive. 3. LCCC will provide the Winter Shelter Directors contact information with each team coordinator. 4. Record the names and times of all the volunteers for that evening on the Volunteer Sheet (located in binder under the week you are assigned) kept at the Welcome Center downstairs. 6. Hold Volunteer meeting at 6:15 PM a. Start promptly with this meeting leaving time for questions and prayer. It is important for the shelter to open promptly at 7:00 PM. b. Welcome & introductions c. Prayer d. Encourage the volunteers to remember our purpose in ministering to our guests. We are here to share God s love as God s servants. As we minister with the homeless we are working in partnership with God and with them to meet a present need, with the firm hope that through our sharing together their present situation may find a just and acceptable resolution. e. Review Volunteer Work Schedule assigned duties (see previous chart) f. Review the Winter Shelter Handbook (they should have already received and read a copy). i. In your instructions emphasize the necessity for adhering to rules and procedures, particularly with regard to guests entering and leaving. Consistency will make things run much smoother. We are in ministry together. ii. Review entrance procedures iii. Review evening procedures iv. Review exit procedures 7. If a guest is denied entrance or engages in threatening language or violent acts, or call an incident report to the LCCC Winter Shelter Coordinator. The coordinator will report this information back to outreach workers & CHART so that effective screening can be maintained. Rebecca Saner Winter Shelter Coordinator rsaner@lcchurches.org cell Lancaster County Council of Churches 8. Ask the Overnight Volunteers to determine their own shifts two must be awake at all times. a. Volunteers may sleep on the mattresses provided; they may also use the restrooms. 7

8 b. Make sure each shift has the cell phone. c. Record relevant comments in Log kept at the Welcome station downstairs 9. 9:00 PM: DOORS CLOSE Make sure the outside doors are locked and a sign (in English and Spanish) is put in place to indicate where individuals may go for shelter or for intake authorization. C. Greeter at Winter Shelter Entrance (side door) 1 person 1. Greet guests at WS entrance. Courtyard between church and educational building. 2. Line them up. Do not let them congregate around the check-in table 3. Send one at a time to Check-in table 4. Be friendly and engage guests 5. Refuse entrance to anyone visibly intoxicated or violent. Notify Evening Coordinator of name. D. Security/Floater - 1 person 1. Working with the LCCC Intern or staff, verify within the CaseWorthy System that they have authorization a. If they are in the system and have received authorization then they may proceed to the rest of the check-in process. b. If they are not in the system there will be a designated staff person (LCCC Staff or Intern) who will perform a simple intake and authorization for that evening 2. LCCC staff will have all guest sign a security contract and it will be onsite. 3. Record their name on an envelope. Following must be put in envelope: a. All lighters, matches, cigarettes, medications that aren t needed during the night. b. Knives, including pocket knives must be placed in the envelope c. Money (optional but recommended). Write the amount on the outside of the envelope and allow the guest to confirm the amount and initial it. 4. Place all envelopes in the box in alphabetical order and keep in a secure place. a. Envelopes will be returned in the morning upon departure (see check out procedures). 5. Any alcohol or illegal drugs brought into the shelter will be confiscated and not returned. 6. Familiarize yourself with the contents in all the cabinets and under the counter. 7. Distribute linens (primarily Tuesday evening. Other days for 1 st time guests that night only). 8. Each guest receives one storage bag, two blankets, one bed sleeve 9. Guests may use their own bedrolls if they prefer or use the bedding and blankets provided 10. Prepare coffee and other responsibilities as listed 11. Guests can use the restroom as needed 12. One of the female volunteers at the hostess station prior to lights out (9:30 PM) should walk through sleeping are periodically. 8

9 13. You may provide guests with miscellaneous items as they are requested and available 14. Collect linens (Tuesday morning only). Please encourage the guests to help clean up in the morning, bagging the linens, stacking the beds and mattresses if they are able. Having the women help with the shelter gives them dignity and ownership of the shelter. 15. If any client wants to leave the shelter during the night, remind them that they are forbidden to re-enter. This includes smoke-breaks. There will be no smoke-breaks. Once a woman enters the shelter she may not leave and then return. E. Overnight (4 people) 1. 9:20 PM -- Volunteer gives guests a 10 minute warning for lights out. 2. The Evening Coordinator will enter the gym and after getting everyone s attention will: a. Again explain the rules, and explain procedures for fire, safety and medical emergencies. b. Remind them if there are any disturbances, everyone involved may be removed c. Remind guests that wake up time is 7:00 am and everyone must leave by 8:00 am and move away from the premises. d. If a guest wants to leave before the wake-up time she can ask a volunteer to let her out, but she will not be able to return until the next evening (follow checkout procedures below). e. A brief devotional may be offered using scripture and offering a prayer. Please do not preach, proselytize or condemn. But do offer words of hope and God s love. 3. If guests need assistance during the night, volunteers will be awake to assist them, but volunteers are not permitted to distribute any over-the- counter medications. a. Volunteers can give the clients medication from the client s envelope (from check-in). 4. 9:30 PM --LIGHTS OUT a. Check to make sure the two lamps in the welcome area remain on b. Volunteers should refrain from loud talking in the lobby after guests go to sleep. 5. Evening Coordinator completes the Shelter Log at the Welcome Desk downstairs, indicating any situations that need to be examined further or any pertinent information concerning the guests. a. The Shelter Log is available to write any concerns that volunteers think a case worker or the LCCC Shelter Coordinator may need to know. b. Any serious concerns should be documented in the shelter log and also called into to the LCCC Winter Shelter Coordinator (contact information) 6. Morning Schedule: a. 6:45 AM --All Volunteers awake. Brew caffeinated coffee b. 7:00-7:30 AM --The Coordinator and volunteers wake up the guests. i. At this time guests may use the bathroom and gather their belongings. 9

10 ii. Each guest is to put her bedding into a bag with her name on it and stack her mat neatly against the wall. iii. If mattresses have become too damaged to use, volunteer should remove them from service. Damaged mattresses should be set aside and the LCCC informed that a replacement mattress is needed. c. 7:30 8:00 Check out guests ii. iii. i. Each and every morning, individuals will be required to take ALL of their personal belongings with them unless it fits in assigned bin. There will be NO additional bag storage offered at the Winter Shelter. When the guest is ready to leave, give personal items from their envelope and sign out each guest by circling their check mark on the Check-in Log. Remind each guests: Remind guests that breakfast is served at First United Methodist at 8:30 am on weekdays. There is a list of all the community meals in the binder d. 8:00 am -- EVERYONE OUT e. Clean up: i. Check bathrooms and locker room for anything left behind. Emancipated Minors The Women s Winter Shelter is legally not permitted to house emancipated minors. Please call ChildLine and Children & Youth (after hour s number) for assistance. See numbers listed below: SECURITY INFORMATION In case of an EMERGENCY call 911. Do not hesitate to call the appropriate authorities Lancaster Police (non-emergency): Lancaster Fire (non-emergency): ChildLine: Children & Youth (after hours): Crisis Intervention Hotline: Sexual Assault Hotline: Rebecca Saner Winter Shelter Director cell *In a true emergency please call 911. All other presenting issues please call the Shelter Director for further instruction. 10