Pre-Training Policy Flashcard

Front

A guest leaves just thirty seconds after the departure deadline. You know that they have significant mobility difficulties and woke up late this morning. They have never left late before. What should you do?

Back

Deliver a policy reminder

Answer explanation

Leaving the shelter late in the morning (after 9am on Saturday, after 8am on any other day) results in a policy reminder.

Making sure guests are out of the shelter on time is integral for our lease with the Church. Even if the guest is just 30 seconds late, staff need to be fair and consistent in delivering consequences, so late is late.

For guests with mobility issues, staff can work on access plans to help make sure the guest is ready on time in the morning, such as an earlier wake-up call.

Front

You hear a guest’s alarm go off at 5:00AM, and the noise is not very loud. The guest immediately turns off the alarm. What should you do?

Back

Deliver a policy reminder

Answer explanation

Policy reminders are issued for actions disrupting shelter operations, such as noise after lights out. Guests are informed they cannot set alarms, and that they can request wake-up calls from staff.

If the guest intentionally continues to cause noise and disrupt other guests, especially after staff have asked them to stop, staff should deliver a warning for refusal to cooperate with staff requests.

Front

What should you do when a guest enters the kitchen and claims they had been knocking but you didn’t answer, and they need their food from the guest fridge?

Back

Deliver a warning.

Answer explanation

The kitchen is an off-limits area of the shelter, so a guest entering the kitchen will receive a warning.

Front

A guest fell asleep watching a video on their phone, so it is still playing quietly at 10:30 PM when lights go out. What should you do?

Back

Do not immediately issue a PR. Wake them and ask them to turn it off. If they refuse to turn it off, issue a PR, or a warning for continued non-compliance.

Answer explanation

Policy reminders are given for technical violations or disruptions to shelter operations, such as noise after lights out. However, in a situation such as a guest falling asleep and not being aware they are making noise, staff can wake the guest and give an initial reminder before delivering a consequence.

*This leniency is only permissible for policy reminders as they are not directly safety-related, and should not be the norm to ensure policy is implemented fairly and consistently.

Front

While delivering morning time reminders, you enter a pod to reach the guest farthest back. As you step inside, you notice another guest in the same pod is partially naked, changing behind the closet door with partial coverage.

Back

Deliver a warning

Answer explanation

For the safety of our guests, staff, and volunteers, nudity is not permitted outside of the privacy of the bathroom stalls. Pods are not considered private spaces as staff need to conduct regular walk-throughs. Guests should not be changing in the pods as this is considered nudity, and will result in a warning.

Front

When is a warning for a threat accompanied by a one-night out?

Back

Always

Answer explanation

A warning for a threat is always accompanied by a one-night out. Even if the threat is not directly escalatory, to maintain the safety of the space, all threats are taken seriously.

The only exception is if the threat is made in the morning. In that case, the guest is asked to leave immediately, but will not receive a one-night out for the coming night.

Front

A guest is frustrated with how a new staff member has enforced a shelter policy in relation to another guest. The guest says, “These people don’t know who they’re dealing with. I’ve handled people like him before.” What should be done?

Back

Ask clarifying questions to understand the guest’s intent. If there is an indication of a threat, issue a warning and ONO.

Answer explanation

Sometimes, it is not clear whether a guest is using threatening language. In these situations, staff can ask clarifying questions and should remind the guest that the shelter takes all threats seriously for safety reasons. If there is any ambiguity about whether the statement is a threat, err on the side of caution.

Front

Two door clients who both appear clearly drunk begin arguing with each other. Their voices escalate quickly, and they start shouting over one another, and making explicit threats. What should you do?

Back

Tell them to leave immediately and verbally deliver a one-week bar from door services.

Answer explanation

The consequence system is designed for the shelter's guests, and we do not deliver policy reminders or warnings to door clients. However, all bars (one-week, seasonal, and indefinite) do apply to door clients. Seasonal and indefinite bars need to be voted on by the policy committee, but time away from door services (e.g. a one-week bar) can be delivered to door clients in the moment for de-escalation and safety in the meantime.

Front

Two guests are playfully arguing about who left trash in the hallway. One says, “If I find out it was you, I’ll break your fingers.” The tone is laughing. When staff check in, the guest says, “Come on, it was just a joke—we’re friends.” What should be done?

Back

Deliver a warning and one-night out for threats.

Answer explanation

When there is no ambiguity about threatening comments, even if they are made jokingly, deliver a warning and one-night out. All threats are taken seriously, and even if there is ambiguity, err on the side of caution.

Front

A security coordinator flags that a guest is clearly drunk. You administer a breathalyzer, but they do not blow strong enough to get a result. What should you do?

Back

Coach them to blow the breathalyzer again. If there is still no reading, deliver a one-night out and warning with a focus on them immediately leaving the property.

Answer explanation

Drug tests are tools for assessing whether someone is under the influence, and should be combined with staff and security coordinators' own judgment. Staff can ask a guest to leave based on behavioral indications, even if a drug test is inconclusive or negative.

If the guest incorrectly uses the test, staff can coach them to redo the test. However, safety is always the priority, and if the guest becomes escalated or a safety threat, the priority should be getting the guest to leave the shelter.