Shelter Policies & Procedures

Section 1. Admission Policy and Shelter Stays

RDVIC Shelter provides temporary housing and related supportive services in a safe, protective environment for victims of domestic violence, sexual assault, and human trafficking, who are without other safe housing options. Our mission is to screen residents in, not to screen them out.

During business hours each call regarding shelter should be directed to the shelter advocate. After business hours the caller will get our answering service, who will then call the advocate on call. Once the on-call advocate receives the caller’s information, they are to call the shelter and give that information to the shelter advocate on duty to return the phone call back to the caller. If there happens to not be an advocate on duty the on-call advocate will determine if the call is appropriate for shelter.

Callers seeking shelter must meet the following criteria:

Currently fleeing domestic violence, sexual assault, or human trafficking
Voluntarily seeking to come to our shelter
Able to self-care

If the caller does not meet these minimal criteria, please refer them to the appropriate resources. However, if the caller is determined to be appropriate for shelter, then the advocate needs to plan to get the caller to meet them at the office or if need be to be picked up at a public location.

Without disclosing too much detail, it is always a good practice to discuss the dynamics of communal living and that there may be children in the shelter. It is also a good time to discuss the amount of belongings that they can bring.

1.1 Shelter Admission Procedures

The initial meeting of the client is to happen at the main office. Clients are to be informed that services are voluntary and no one person or agency can force them to be here. Depending on the state of the client when they arrive will determine how you proceed with the intake. Such as:

If the client arrives in a state of distress, then you do crisis intervention.
If the client arrives and is hungry then allow him/her to eat.
If the client arrives and is exhausted, then allow him/her to sleep.
If the client arrives fine, then proceed with intake forms.

Remember that the client’s needs are more important than the agency’s needs. However, if the client arrives either intoxicated or under the influence of a controlled substance, they are unable to consent to the intake process, proceed based on their condition. Do not have them sign any paperwork until they are fully sober.

When ready to do the intake packet, pick the best location that provides the most privacy. The following admission procedure must be followed for all clients:

Ask client to identify themselves and provide date of birth (copy ID if available)
Ask if the person has any weapons or medication to turn in.
Inventory any belongings or medication that is turned in.
Go over and explain client intake forms.
Explain and give client the Bill of Rights.
Go over and explain each of the Shelter Guidelines.
Go over bed bug policy.
Show client to room and give tour of the shelter.
Give client time to get acclimated with the shelter.

If for any reason the intake process needs to wait, the intake forms need to be done within 24 hours of arrival. When a client is put into a hotel, the same process applies.

1.2 Hotel Procedure

Once you confirm that the client is coming shelter but will have to be housed in the hotel due to the shelter being at capacity or any other reason. You call Suburban Extended Stay, let them know who you are and that you are an RDVIC staff member. They already have all our information so you will not need to take anything with you. Please do not have the client just go to the hotel and check themselves in. The advocate on call is to check the client in. Under no circumstances should you give the name of the client to anyone at the hotel. Once the client is into the room you can either proceed with, the intake process or have the next advocate finish the process, it must be down within 24hours.

1.3 Discharge Procedure

Shelter clients are able leave voluntarily or involuntarily throughout all hours of the day. RDVIC prefers clients leave during business hours so that a member of staff is present to assist with the process.

Shelter discharge may happen when a client:

reaches their goals and is ready to move out.
no longer wants to stay at the shelter.
has committed a severe guideline violation requiring discharge.
has needs that are beyond the scope of RDVIC.

1.4 Discharge Checklist

As the shelter client prepares for discharge, the shelter advocate should use the following steps to make certain of a safe exit:

complete exit form and interview
have the client complete a survey, if possible
make appropriate referrals if needed.
ensure that all medication and personal property is returned to the client.
explain the any belongings left behind will be held for 30 days.
have the client clean their bedroom space and start bedding in the washer.
ensure that client does not take any of the belongings of RDVIC.

If a shelter client is leaving involuntary it must be approved by the Shelter Coordinator or Executive Director. Shelter advocates still must assist clients with getting to a safe location prior to leaving. This may include making a referral to another shelter or providing resources to the client to self-refer. Shelter advocate must always remain non-judgmental with the client. Always be honest with the client as to why they are being asked to leave.

If the shelter client is irate call the appropriate staff to assist. If the police need to be called all other shelter clients need to either go to their rooms or to a location where their confidentiality will not be compromised.

1.5 Substance Use

Although drugs and alcohol are not permitted on the properties, we do shelter clients who are actively using substances. RDVIC offers a non-judgmental approach that attempts to meet clients “where they are at” with their substance abuse. Instead of denying services to clients who are using, we try to give opportunities to minimize the harms associated with substance abuse.

Shelter advocates will not ask clients to be abstinent. We will instruct them that they cannot use on the property. Shelter advocates should support clients with their harm reduction plans. A harm reduction plan may include but are not limited to:

Encouraging a client who has decided to reduce the amount of substance they consume in a day.
Listening to a client’s story about how they became dependent on medication.
Helping a client to get past the shame of being addicted so that they can make choices about what they want to do about it.
Giving a client information resources of rehabilitation centers.

When shelter clients are inebriated or high in the common areas of the shelter, shelter advocates must ask them to go to their room and they must be checked on frequently throughout their shift. If at any time the shelter client becomes unresponsive or asks to go to the hospital, the shelter advocate must call 911 immediately. If emergency services need to be called all other shelter clients need to either go to their rooms or to a location where their confidentiality will not be compromised.

1.6 Weapons

Weapons are not permitted within the shelter. Any attempt to take a weapon into the shelter or denial of RDVIC locking up any weapons will result in denial of entry into the shelter. All tools of RDVIC are always to be kept in the shelter closet locked up.

All weapons must be documented and tagged with the client’s name and locked in the lock box in the garage. Clients may retrieve the items when they are leaving the shelter as long as it is not a hostile situation. Shelter advocates should have the client sign the log that all items were returned to them.

1.7 Abuse

Shelter clients may be asked to exit the shelter if they are being abusive, whether emotional, psychological, physical, or verbal abuse, to shelter advocates or other residents. Shelter advocates must intervene in a conflict and separate the parties to give them time to calm down. Once the clients are calm, advocates are to talk to them one-on-one and then talk to the clients together to mediate the situation.

If at any time a shelter client is being asked to exit, please follow the Discharge Policy. If the shelter advocate feels that they need assistance, the appropriate advocate must be called to assist before talking to the clients one-on-one. Once the incident is resolved, the shelter advocate must fill out an incident report and place the form in the Shelter Coordinator’s box at the main office.

Advocates must acknowledge that all clients are in the shelter for different types of abuse and have many triggers. RDVIC strives to maintain a safe communal environment in the shelter. When shelter clients act out in a loud, rude, or aggressive manner towards advocates or other residents, it is up to the advocate on shift to keep the balance between ensuring a safe shelter and de-escalating the situation.

If a shelter client has repeated incidents, they may be given warnings or asked to exit. Each incident will be addressed by the Shelter Coordinator, then discussed with the Executive Director and a decision will be made.

1.8 Spirituality

RDVIC encourages holistic healing for its clients, meaning that we encourage clients to work towards physical, emotional, mental, and spiritual well-being if they so desire. It is important that clients be free to practice any religious or spiritual belief they adhere to, including freedom not to have religious or spiritual practices pressed upon them. Given the breadth of religious and spiritual backgrounds of our clients and to ensure fairness to all clients, religious and spiritual activities do not take place in the Shelter. Shelter advocates are encouraged to help clients make connections with religious and spiritual groups who can provide these activities to our clients who want them.

During the intake process, staff will assess client’s religious and spiritual needs. Staff will explain to clients that religious and spiritual activities do not take place at the shelter, but that they will help clients to connect with other groups offering these activities. Staff will also regularly post information about religious and spiritual activities in the community. There will also be a place somewhere on the shelter grounds that clients may go to for their spiritual needs, such as a quiet place to meditate, chant, pray, etc. away from the other clients. Any special accommodations needed for the client’s spiritual needs must be brought to the attention of the Shelter Coordinator and they will decide if it is an accommodation that can be made for that client.

1.9 Complaints

To ensure that shelter clients concerns/complaints are handled in a consistent and responsive way the following must be followed:

Whenever possible, the shelter advocate must attempt to resolve the issue using active listening and conflict resolution.
If the shelter client feels that the issue has not been properly resolved or if the complaint is about the advocate or another advocate, they will send an email to the Shelter Coordinator.
The Shelter Coordinator will speak to the shelter client during the next business day.
If the Shelter Coordinator cannot resolve the issue, then all emails regarding the complaint will be presented to the Executive Director for assistance, and the Executive Director will work with staff to resolve the issue.
If these steps are not effective or at any time a shelter resident asks to file a complaint against RDVIC, they must be given the number to the WV Family Protection Services Board - 877-574-7066

1.10 Room Checks

Room checks are to be done on an as-needed basis, such as if you suspect a shelter client is hiding drugs or weapons in their rooms. Room checks are to go as followed:

Let clients know that room checks will be done and ask them to wait in the living room until you get to their room.
Make sure to put on gloves as a safety precaution.
Always do room checks with two advocates. If during business hours, ask another advocate to assist. If after hours, contact advocate on call.
Thoroughly check EVERYTHING in the room. This includes under beds, in between mattress and bed frames, totes, bags, inside of pockets, shoes, etc.
As a courtesy, do not leave the room a mess. Please try to make room look as neat as it was before the search.
If prohibited item(s) are found, confiscate it/them and take to the garage.
Proceed to exit client if necessary.

Section 2. Confidentiality Policy

RDVIC, Inc. values and protects confidentiality of client information, and is required by law to ensure that all personally identifying information is protected. For the shelter to work effectively, clients must have confidence that information they provide will be safeguarded appropriately. The only exception to client confidentiality is information concerning the abuse or neglect of a child or vulnerable adult, which may require a report to Child Protective Services, Adult Protective Services, or Law Enforcement.

Violations of client confidentiality will be subject to immediate disciplinary action, up to and including immediate termination.

2.1 Shelter Staff Procedure

Shelter staff should take each of the following steps to ensure that client information is protected:

Treat as confidential all discussions about clients, all client case records, and all other material containing information about clients, including ensuring that discussions are held privately, outside the presence of other shelter clients.
Collection of any client data should be conducted with their informed consent. Explain as clearly as possible why information is being collected and that clients may opt out of data collection, both at intake and as data is being collected.
If a client needs further explanation or has concerns or questions on why their personal information is being recorded or what is done with it, they can be directed first to the Shelter Coordinator, then to the Executive Director.
Keep client files secure and always locked, including securing all keys, passcodes, and passwords.
Do not discuss personally identifying client information by email, text message, or other messaging programs.
Limit access to client files to authorized persons.
Do not leave clients or other people unattended with confidential material or leave unattended systems, devices, or keys that could allow them to access confidential material.

2.2 Access to Client Files

Access to client files is only permitted to appropriate, authorized persons. These include clients, employees authorized to see specific information on a “need-to-know” basis, and individuals requesting files pursuant to a court order. Please note that a subpoena is not a court order – should you ever receive a subpoena for testimony or documentation, you must inform the Executive Director immediately.

2.3 Discussion of Clients with Other Staff

Client information may be shared with other members of staff without breaking confidentiality. However, to maintain client privacy and trust, details about clients should only be shared with other members of staff to the extent that is required for that staff member to work with that specific client or to provide assistance to another staff member in the form of advice, information, and peer support.

2.4 Releases of Information

Apart from mandatory reports to law enforcement or child protective services, client information may only be released outside of the agency with the informed consent of a client, confirmed and documented in writing. Any coordination of services with an outside agency, including with other domestic violence or sexual assault programs, require a release.

2.5 Working Notes and Off-Site Documentation

In our program, it will be rare for shelter staff to have significant client contact off-site. Where client working notes must be secured outside of the Shelter’s regular office, it is important to ensure confidentiality is respected both verbally and in written form. To achieve this, the following additional procedures are required:

Whenever possible, off-site information will have minimal identifying information (initials).
If confidential material is kept in a vehicle during working hours, the vehicle must be always locked, and the material stored out of view. No confidential material is to be left in a vehicle overnight.
Any confidential information kept at an employee’s home must be secured. No confidential information is to be stored on home or personal computer hard drives. Computer disk files must be password protected.
Working notes must be brought into the office and securely stored or destroyed when they are no longer needed, i.e., once the client report form has been completed and the data entered the database.
Upon client discharge, all written information/notes on the client kept outside of the office must be returned for secured filing.

2.6 Mandatory Reporting

The only exception to client confidentiality is when staff learn of information regarding the abuse and neglect of a child or vulnerable adult, because all members of staff who work with clients are mandatory reporters. Clients should be made aware of this limitation of confidentiality during intake.

Under West Virginia law, shelter staff are considered social service workers and are required to report such information to law enforcement and adult or child protective services as applicable.

Any medical, dental, or mental health professional, Christian Science practitioner, religious healer, school teacher or other school personnel, social service worker, child care or foster care worker, emergency medical services personnel, peace officer or law-enforcement official, humane officer, member of the clergy, circuit court judge, family court judge, employee of the Division of Juvenile Services, magistrate, youth camp administrator or counselor, employee, coach or volunteer of an entity that provides organized activities for children, or commercial film or photographic print processor who has reasonable cause to suspect that a child is neglected or abused, including sexual abuse or sexual assault, or observes the child being subjected to conditions that are likely to result in abuse or neglect.

Reports of children or vulnerable adults subjected to abuse and neglect must be made to Child Protective Services or Adult Protective Services. Reports of child sexual abuse or assault must also be made to law enforcement.

Mandatory reports must be made within 24 hours of receiving the information and staff must also make a record of the report to provide to the executive director by the next business day. Questions about mandatory reports should be directed to the Shelter Supervisor or the Executive Director.

2.7 Mandatory Reporting Procedure

Make sure the client is informed of the fact that all staff members are mandatory reporters. Assure them that no information not relevant to the report will be shared.
If a client discloses information relating to the abuse, neglect, or sexual assault of a minor child or a vulnerable adult, gather as much information as possible to make a full and complete report. It is possible the client will not have this information. This includes: the address of the child or vulnerable adult; the identities, addresses, and contact information of any parties involved, including both offenders, caregivers, and guardians; details of the abuse or neglect that is occurring; and, if known, other individuals with information about the individual in need of protective services.
Determine where the abuse is occurring. If the abuse is not occurring in West Virginia, you will need to make a report to the appropriate agency, which is usually the state where the abuse is occurring. If the abuse is occurring in West Virginia, call Centralized Intake at 1-800-352-6513 and choose the appropriate option in their phone menu. Provide them with our mailing address – P.O. Box 4228, Morgantown WV 26505.
Document your call with Centralized Intake and/or law enforcement. CPS Report Forms are stored in the main office. You will want to document the following information:
The name of the child or vulnerable adult you made the report on, including any identifying and contact details you were able to provide.
The name of the alleged offender and any identifying details and contact details you were able to provide.
A summary of the information you provided to centralized intake and/or law enforcement.
The name of the person you spoke to and the date.
Keep these forms locked in a secure location until they can be turned in to the administrative assistant or, in her absence, the Executive Director.
CPS will send a letter to the agency documenting what steps have been taken. This will be placed in your inbox when it is received. Review it and determine if any further steps should be taken to support the client involved in the report, including offering support from the DV Specialist.

Section 3. Critical Incidents

All critical incidents must be documented on the Incident Report Form and placed in the Shelter Coordinators box in the main office. This includes if emergency agencies are called to the shelter. Stick to the factual information and stay away from judgments or opinions. If a shelter client has an incident and refuses to go to the hospital, that must be documented on the form.

3.1 Fire Alarm Procedures

In case of a fire, shelter clients will evacuate the house immediately, using the closest, safest designated exit. Once outside the building, continue to your designated meeting area to count heads and make sure everyone got out of the building. Bedroom doors should be closed. If you hear the sound of the fire alarm, feel the bottom of your door with the palm of your hand before you open it. If the door is cool, leave immediately via the safest exit. Be prepared to bend low or crawl; smoke and heat rise, and the air is clearer and cooler near the floor. If the door is hot, and you cannot escape, hang a sheet or blanket outside the window, alerting fire fighters to your presence.

When the alarm sounds, if it is safe to do so, staff will make a sweep of the house to check to see that everyone is responding to the alarm. Check cribs for babies and assist people with disabilities or who need assistance with their children. Windows and doors should be closed along the way.

Use designated exits. Staff will continue to the designated meeting area for a head count and alert firefighters if there is anyone left in the building.

3.2 First Aid and Emergency Services

When possible, staff should assist clients in the administration of First Aid according to the following procedures:

In the event of an Emergency the shelter advocate will first contact 911.
While all shelter staff are required to have a CPR basic training and certification, if the shelter advocate does not feel confident in administering CPR, they are not required to do so but should be advised that administering CPR is always an emergency that requires a call to 911.
If first aid is given, proper safety wear is to be used to prevent the spread of pathogens, including wearing disposable gloves and disposable air way devices.
For minor injuries such as cuts or bruises, there is a first aid kit located in the shelter that is easily accessible.
When the emergency is under control, the shelter advocate will then document the incident and inform their supervisor of the situation and the status of the situation as well as any information that will be needed for the next shift.
Under no circumstances should anyone put themselves or anyone else in danger - if the situation is unsafe for the advocate and clients and the advocate is unable to control or monitor safely, call 911. Do not risk your safety or the safety of those around you.

Section 4. Infectious Disease and Pest Control

Shelter advocates are responsible for protecting the shelter residents of infectious diseases. Advocates are to be diligent in observing visible symptom and asking questions to identify if a shelter client may have infections or other communicable diseases. Advocates should err on the side of caution and take preventive actions or refer the client to a medical facility. Upon diagnosis the shelter may need to be quarantined in the shelter or placed in a hotel.

If a client presents to intake with an infection or communicable disease, they may not go into shelter but rather to a medical facility or hotel. Advocates are to make sure that all symptoms and actions are clearly documented and communicated.

4.1 Pest Control

RDVIC is committed to maintaining a pest free environment in the shelter. If pests are reported, procedures will be initiated as promptly as possible. Pest control is essential in preventing the spread of disease.

4.2 Lice

If lice are detected or reported, clients should be encouraged not to share towels, linens, combs, and brushes. All bedding and clothes need to be washed in hot water and dried in a hot dryer. The client should be treated with non-prescription shampoo/medication as per directions on the packaging. The client’s room needs to be vacuum, this includes any upholstered furniture, rugs and the floor. Every step needs to be repeated every 24 hours until the lice are gone.

4.3 Scabies

When scabies is detected, follow all the steps as lice and notify the Shelter Coordinator. Occasionally antibiotics may be prescribed if there is a secondary infection.

4.4 Bed Bugs

When bed bugs are suspected contact the Shelter Coordinator immediately. A licensed Pest Control Company will be called to investigate the situation. The shelter is to follow the instructions of the Pest Control Company to prepare for bedbug treatment. Clothes and linens are to be placed in plastic bags to be laundered.

Prior to every client entering the shelter, all cloth materials must be put through the dryer on high heat for 45 minutes or longer. There can be no exceptions made to this policy. After the clothes have been run through the dryer, they must be placed in the plastic totes that RDVIC provides. This also must be done for any new clothing or cloth item that a current shelter client brings into the shelter.

Section 5. Medications

Upon intake, the shelter advocate is to inquire if the client is on any special medications. Medications are the property of the client and therefore the administration of the medication is the responsibility of the client. Medications will be in either a vial or dose format, properly labelled with the client’s name, pharmacy, and physician. Each client’s medication will be stored in the medicine box located in the garage or must be kept in their locker in the shelter. There will be access to a refrigerator for storage of medications that require refrigeration. Shelter advocates are not responsible for ensuring clients’ adherence to their medication regimens.

Client Guidelines for Self-Administration:

The client will administer the medication according to the time, method, and frequency of the prescription.
The client is entitled to take a week’s worth of medication. You may put the day’s dose in a pill box.

Section 6. Boundaries

It is expected that staff will keep and respect appropriate boundaries with clients. In a client-advocate relationship, advocates will often bear the responsibility of ensuring boundaries are in place and will be held accountable for boundary violations. Boundaries can be a deeply complicated topic and all members of staff are encouraged to seek, and entitled to receive, support from other staff. Remember that boundaries are designed to enable you to do your job and provide services to clients in a safe, supportive environment that models appropriate relationships to clients. They are also designed to ensure that you have adequate time for rest and self-care to prevent burnout.

6.1 Boundaries Policies

Always acknowledge that an advocate-client relationship is not a social relationship. It is a goal-directed supportive relationship. Complying with this policy requires:
Not engaging socially with clients outside of work hours
Not seeking social or emotional support for yourself from clients
Not doing favors for clients that would not be appropriate services.
Whenever possible, having other staff members provide primary support and advocacy for friends and family who seek services through RDVIC
Do not conduct work outside of your scheduled work hours. This will generally be considered a boundary violation and will likely involve providing special treatment to one client over another, which is not fair to other clients and is not permitted.
All clients are entitled to a uniform and compassionate standard of care. Overproviding to any individual client is inappropriate favoritism; underproviding to any individual client is inappropriate disfavor. Under no circumstances should you ever deny knowledge or advocacy to a client either as a punishment or to pressure them to take specific courses of action.
Do not share client information outside the agency without the informed consent of a client, confirmed in writing with an agency-approved release of information.
Limit sharing of information within the agency to only that which is required. Do not provide information to other staff members that is not required to conduct their work duties.
Do not provide gifts to clients or accept gifts from clients.
Do not engage in business relationships with clients, including both buying items from and selling items to clients.
Ensure that your interactions with clients are empowering rather than disempowering or enabling. Do not do things for clients, give advice, or tell clients what to do.

6.2 Guiding Principles of Boundaries

While there are some clear rules for boundaries, it is always possible for situations to come up that are new, unusual, or in a gray area. Please consider the following principles in deciding a course of action and, if they do not provide an answer, reach out to your team lead for support.

Do no harm. Consider physical, psychological, and emotional harms that may come from the action. Remember that what may seem minor to you may not be minor to a client.
Promote the good of the survivor. This includes ensuring that actions are empowering rather than enabling and recognizing that the survivor is the expert on their own situation – it is their assessment of what is good for them that matters most. If a client asks to set a specific boundary with you, it should be respected.
Be fair to all parties involved. Shelter clients may come into conflict with one another. Any conflict resolution or reconciliation attempted by shelter advocates should be sure to avoid favoritism or the appearance of favoritism.
Keep your word. Client trust is built by doing what we say we will do when we say we will do it. Avoid making promises that cannot be kept.
Maintain client confidentiality and privacy to the extent required by law. Be candid with clients that we are mandatory reporters and that that limits our confidentiality. If an action would violate client confidentiality, it should not be done without a release of information from a client that is signed and confirmed in writing.
Foster and respect the client’s right to information and to make decisions based on accurate information – this is informed consent. Take care not to provide biased information or information that would push a client to make a decision you favor.
Avoid conflicts of interest. If an action would benefit you in any way, it is likely not to be appropriate.
Avoid dual roles in relation to the survivor and their family. You should not engage in business relationships or friendships with clients and should avoid providing services to friends and family members whenever possible. If you have friends or family in the shelter, it is important to ensure that someone else is their primary advocate.
Be open and candid about your own abilities, authority, and power. While we strive not to exercise power, control, or authority over clients, it is still the case that we are not in an equal relationship with our clients. We must also recognize that there is a hierarchy within the organization and that shelter advocates cannot, for example, override the shelter supervisor, team leads, or the executive director.
Be introspective. If the above principles do not give clear guidance in a situation, consider your motivations and who the proposed course of action benefits the most.
Be mindful of conditions that are likely to lead to burnout. If you find yourself being asked to do more with fewer resources or if you find yourself carrying emotional burdens from work home with you, reach out for support. A lack of boundaries increases risk of burnout; burnout has a negative impact on decision-making ability and makes it more likely that you will not enforce healthy boundaries. You will never be punished or judged negatively for asking for help.
Ask for help. You can almost always delay deciding in order to ask the shelter supervisor, a team lead, or the Executive Director for guidance.