2022 Edition

Housing Stabilization and Community Living Services (CA-HSCL) 7: The Rights of Persons Served

The organization respects the rights, dignity, and values of persons served.
NA The organization does not own, lease, or manage any apartments, SROs or other supported community living arrangements.

NA The organization only provides homelessness prevention and rapid re-housing services.




Individuals and families that use Housing Stabilization and Community Living Services obtain and maintain stable housing in the community, strengthen personal support systems and resources, and enhance life skills and functioning in order to improve overall well-being and live as independently as possible.
Related Standards:
All elements or requirements outlined in the standard are evident in practice, as indicated by full implementation of the practices outlined in the Practice Standards.
Practices are basically sound but there is room for improvement, as noted in the ratings for the Practice Standards; e.g.,
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality; or
  • Procedures need strengthening; or
  • With few exceptions, procedures are understood by staff and are being used; or
  • For the most part, established timeframes are met; or
  • Proper documentation is the norm and any issues with individual staff members are being addressed through performance evaluations and training; or
  • Active client participation occurs to a considerable extent.
Practice requires significant improvement, as noted in the ratings for the Practice Standards. Service quality or program functioning may be compromised; e.g.,
  • Procedures and/or case record documentation need significant strengthening; or
  • Procedures are not well-understood or used appropriately; or
  • Timeframes are often missed; or
  • Several client records are missing important information; or
  • Client participation is inconsistent. 
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the Practice Standards; e.g.,
  • No written procedures, or procedures are clearly inadequate or not being used; or 
  • Documentation is routinely incomplete and/or missing.      
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Acceptance procedures
  • Procedures for involving residents in decision making and collecting and responding to resident feedback
  • Overnight guest policy
  • Overnight guest procedures
  • Procedures for entering a resident's room or apartment
  • Search policy
  • Search procedures
  • Eviction/discharge policy
  • Eviction/discharge procedures
  • Materials outlining permitted and prohibited items
  • Leasing and/or placement agreements
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Persons served
  • Review case records
  • Observe facilities and settings


CA-HSCL 7.01

The environment promotes a non-threatening, welcoming, and inclusive approach that fosters trust and engagement for all people.


Programs should provide an affirming, safe, and welcoming environment for all people. Programs can help to signal that they provide an environment that is safe and welcoming, for example, by posting “visual cues” of their commitment to equity, diversity, and inclusion in the reception or common area, such as a copy of the nondiscrimination policy, culturally diverse décor,  LGBTQ symbols, or posters and stickers promoting racial justice.


CA-HSCL 7.02

Individuals are notified in writing of:
  1. items that are discouraged or prohibited; and
  2. any safety procedures the program follows, or consequences that can result, when prohibited items are brought to the residence.

Fundamental Practice

CA-HSCL 7.03

Acceptance procedures include:
  1. fair and objective selection criteria; and
  2. written notification regarding reasons for non-acceptance.


CA-HSCL 7.04

Persons served are given the opportunity for meaningful voice and choice in program activities and governance including:
  1. participating in the development and enforcement of program rules;
  2. contributing to programming design and decision making; and
  3. sharing feedback including dissatisfaction with aspects of the program.


The organization should have mechanisms in place to receive and respond to resident feedback to ensure their contributions are meaningful. Residents should be informed of how the organization will use their feedback and be made aware of any changes that were made in response to their input.
Examples: The establishment of resident councils is one way to involve individuals in decisions and program design and ensure that they have an opportunity to provide feedback on staff, activities, rules, their overall experience, sense of safety and support, and the living environment.


CA-HSCL 7.05

Individuals are permitted to have guests, including overnight guests, as appropriate to the population and type of living situation, and are informed of the guest policy including their responsibility for the behaviour of their guests.
Examples: In a recovery home, overnight guests may not be permitted or may be limited to the young children of residents.

Fundamental Practice

CA-HSCL 7.06

Individuals are notified in writing about circumstances that permit maintenance personnel to enter a room or apartment without the occupant's permission, and receive at least 24-hours’ notice when access is required in non-emergency situations.

Fundamental Practice

CA-HSCL 7.07

Searches of a resident’s property are conducted in a trauma-informed manner that respects their rights, dignity, and self-determination and include, as appropriate to the frequency and invasiveness of searches:
  1. communicating policies for searches to residents in writing;
  2. definition and documentation of reasonable cause and assessed risk of harm to self or others;
  3. trained staff; and
  4. an administrative review process including documentation, notification, and the timetable for review.

Fundamental Practice

CA-HSCL 7.08

Written policies and procedures regarding eviction and discharge:
  1. are provided at intake;
  2. are clear and simple, avoiding overly rigid and bureaucratic language and rules;
  3. define specific behaviours, conditions, or circumstances that may result in eviction and discharge;
  4. include timely due process provisions; and
  5. describe the conditions or process for re-admittance.


Eviction should be rare and avoided whenever possible.