In the midst of a record-breaking cold snap, city staff were providing “incorrect†and “obsolete†information to people seeking emergency shelter at drop-in centres, the city’s ombudsman has concluded. Susan Opler identified “serious shortcomings†in the intake and referral system for drop-ins, a service once described by a city councillor as a “Band-Aid on a Band-Aid,†in a city with a strained emergency shelter system and a dearth of affordable housing.“What was originally intended as a temporary solution to meet demand for shelter has become a fixed part of the city’s response to homelessness,†wrote Opler, in a report posted online on Wednesday. Read more:A glimpse at the temporary homes in Toronto’s ravines: ‘Some choose to live in the woods’Toronto urged to revamp its approach to emergency sheltersSheltering Toronto’s most vulnerable proves to be a struggleAn inquiry was launched after people received unclear or inaccurate information about drop-ins, including being told they were full when there was in fact room, in December and January. The city “made a number of serious errors in its internal and public-facing communication of information about these critically important services,†Opler wrote. The ombudsman also identified issues with the 311 general information line, raising “the question of how many times 311 actually gave incorrect information to callers,†wrote Opler. Opler and staff also reviewed site conditions, public information on locations, all policies and protocols, and four phone calls, where inconsistent or inaccurate information was given. Staff from the city’s shelter, support and housing administration division, were interviewed, as were drop-in centre staff and clients. Staff at central intake reported feeling pressured to respond quickly to demand, but had to put people on hold or tell them to report to an int ...
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