Agenda packet, regular meeting — Buena Park City Council, June 25, 2024 (part 4 of 6)

Buena Park Navigation Center
Management, Operations
and Public Safety Plan

April 19, 2023

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Table of Contents

SECTION I. PURPOSE & INTRODUCTION .................................................................................................................................................................... 6 SECTION II. SHELTER ADMINISTRATION ..................................................................................................................................................................... 7 A. PROGRAM DESCRIPTION ................................................................................................................................................................................. 7

1. Population Served ....................................................................................................................................................................................... 7

2. Program Description ................................................................................................................................................................................... 8

3. Services Provided ...................................................................................................................................................................................... 10

4. Coordinated Entry System Integration ...................................................................................................................................................... 10

5. Target Goals/Expected Outcomes............................................................................................................................................................. 10

6. Program Layout ....................................................................................................................................................................................... 11 B. PROGRAM DESCRIPTION................................................................................................................................................................................ 12

1. Client Program Expectations ..................................................................................................................................................................... 12

2. Identification Requirements ...................................................................................................................................................................... 12

3. Screening Requirements ........................................................................................................................................................................... 12

4. Bed Reservation System ............................................................................................................................................................................ 12

5. New Clients ............................................................................................................................................................................................... 13

6. Day Leave and Returning Clients .............................................................................................................................................................. 14

7. Hours of Operation .................................................................................................................................................................................. 14 C. Overflow Management .................................................................................................................................................................................. 14

1. Coordinated Service Delivery Plan ............................................................................................................................................................ 14

2. Overflow Policies....................................................................................................................................................................................... 15 D. Exit and Re-Admission ................................................................................................................................................................................... 15

1. Exit and Readmission Policies ................................................................................................................................................................... 15

2. Exit Procedures ......................................................................................................................................................................................... 16 E. Housing Navigation Services Policy ................................................................................................................................................................ 16

1. Documentation of Housing Navigation Services and Data Security Policies ............................................................................................. 16 F. Daytime Program Policies .............................................................................................................................................................................. 17 G. Multi-Service Center Program Policies .......................................................................................................................................................... 17

1. Outside Multi-Service Center Clients ......................................................................................................................................................... 17

2. Lead Agency Protocols .............................................................................................................................................................................. 17

3. Requirements for Service Provider Partners .............................................................................................................................................. 17 H. Good Neighbor Policy – Community Coordination and Communications ..................................................................................................... 18

1. Communications and Coordination with Neighborhood, Business and Public .......................................................................................... 18

2. Communication and Coordination with Local Police and Fire Departments ............................................................................................. 19

3. Communications and Coordination with City, County, and Service Providers ........................................................................................... 19

4. Policies for Community Involvement ......................................................................................................................................................... 19

5. Policies for Neighborhood Outreach Patrol ............................................................................................................................................... 19 I. Navigation Advisory Commission .................................................................................................................................................................... 20

1. Composition of Commission ...................................................................................................................................................................... 20

2. Meeting Schedule ..................................................................................................................................................................................... 20

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3. Accountability and Grievance Process and Policies ................................................................................................................................... 20

4. Reports to the Commission ....................................................................................................................................................................... 21 J. Safety Policies ................................................................................................................................................................................................. 21

1. Facility Maintenance ................................................................................................................................................................................ 21

2. Fire and Earthquake Safety ....................................................................................................................................................................... 21

3. Fire Prevention Procedures ...................................................................................................................................................................... 22

4. Fire Drills and Documentation .................................................................................................................................................................. 22

5. Fire Inspections and Extinguishers ............................................................................................................................................................ 23

6. Earthquake Safety .................................................................................................................................................................................... 23 K. Security Plan .................................................................................................................................................................................................. 23

1. Eligibility Screening ................................................................................................................................................................................... 23

2. Secured Entrances..................................................................................................................................................................................... 23

3. On-site Security Personnel ........................................................................................................................................................................ 23

4. Staff Plan .................................................................................................................................................................................................. 24

5. Security ..................................................................................................................................................................................................... 25

6. Security Alarms and Cameras ................................................................................................................................................................... 25

7. Security Lighting ....................................................................................................................................................................................... 25

8. Loitering Policy ......................................................................................................................................................................................... 25

9. De-escalating Conflicts ............................................................................................................................................................................. 25

10. Entrance and Exit Procedures ................................................................................................................................................................. 25

11. Policy regarding storage of client’s possessions ..................................................................................................................................... 25

12. Policy Pertaining to Searching of Clients’ Property by Staff .................................................................................................................... 26

13. Policy on Possession of Weapons On-Site ............................................................................................................................................... 26

14. Procedure for Contacting Police .............................................................................................................................................................. 26 L. Health Policies ................................................................................................................................................................................................ 27

1. Housekeeping Policies ............................................................................................................................................................................... 27

2. Pets, ESAs and Service Animal Policies ...................................................................................................................................................... 28

3. Possession and Use of Controlled Substances ........................................................................................................................................... 28

4. Policy for Drug Possession ........................................................................................................................................................................ 28

5. Security, Use and Access of Prescription Medications ............................................................................................................................... 29

6. Client Use of Over-The-Counter Medications ............................................................................................................................................ 29

7. Client Access to Emergency and Medical Care .......................................................................................................................................... 29

8. First Aid Equipment, Supplies and Procedures .......................................................................................................................................... 29

9. Policies & Procedures for Disease Prevention ........................................................................................................................................... 30 M. Food Policies ................................................................................................................................................................................................. 30

1. Provision of Nutritional Needs of Clients ................................................................................................................................................... 30

2. Meeting the Health Department Standards .............................................................................................................................................. 31 N. Transportation Policies .................................................................................................................................................................................. 31

1. Transportation Flow ON and Off Property ................................................................................................................................................ 31

2. Pedestrian Traffic ...................................................................................................................................................................................... 31

3. Bicycle Traffic and Parking ........................................................................................................................................................................ 31

4. Shuttle Transportation Services ................................................................................................................................................................ 32

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5. Personal Vehicle Transportation and Parking ........................................................................................................................................... 32

6. Staff Transportation of Clients .................................................................................................................................................................. 32

7. Delivery of Shelter Good and Community Donations ................................................................................................................................ 32 O. Financial Policies ........................................................................................................................................................................................... 33

1. Financial Requests from Clients ................................................................................................................................................................ 33

2. Client Possessions and Funds .................................................................................................................................................................... 33

3. Annual Outside Audit ................................................................................................................................................................................ 33

4. Financial Reports Review .......................................................................................................................................................................... 33 P. Legal Policies .................................................................................................................................................................................................. 33

1. Policy for Compliance with Local Laws ...................................................................................................................................................... 33

2. Policy for Compliance with Labor Laws ..................................................................................................................................................... 34 Q. Non-Discrimination Policies........................................................................................................................................................................... 34

1. Policy for Compliance with Americans with Disabilities Act ...................................................................................................................... 34

2. Gender-Specific Programming Policy ........................................................................................................................................................ 34

3. Sexual Harassment Policy ......................................................................................................................................................................... 34

4. Policy Regarding Sex Offenders ................................................................................................................................................................ 35 R. Confidentiality Policies ................................................................................................................................................................................... 35

1. Personal Confidentiality ............................................................................................................................................................................ 35

2. Database Confidentiality Policies .............................................................................................................................................................. 36

3. Exceptions to the Confidentiality Policy .................................................................................................................................................... 36

4. Grievance Policies ..................................................................................................................................................................................... 36

5. Receiving and Posting ............................................................................................................................................................................... 36

6. Meeting with Staff .................................................................................................................................................................................... 37

7. Whistleblower Policy................................................................................................................................................................................. 38 SECTION III. STAFFING AND MANAGEMENT PLAN .................................................................................................................................................. 38 A. Staff Policies .................................................................................................................................................................................................. 38

1. Hiring Policy .............................................................................................................................................................................................. 38

2. Screening Procedure ................................................................................................................................................................................. 38

3. Acceptance Procedure .............................................................................................................................................................................. 38

4. Staffing Policies for Safe Humane Environment ........................................................................................................................................ 38 B. Policies for Staff Training ............................................................................................................................................................................... 40

1. Emergency Procedures – Evacuation, First Aid, and CPR, 911 Reporting .................................................................................................. 40

2. Safety Conduct – Prevention of Abuse, Crisis Intervention, Conflict Resolution ........................................................................................ 40

3. Appropriate Behavior for Dignity and Respect .......................................................................................................................................... 40

4. Communication......................................................................................................................................................................................... 40

5. Resources and Referrals ............................................................................................................................................................................ 40

6. Mental Health and Addiction Skills ........................................................................................................................................................... 41

7. Self – Care ................................................................................................................................................................................................. 41

8. Annual Staff Evaluation and Training Plan ............................................................................................................................................... 41

9. Documentation of Staff Training .............................................................................................................................................................. 41 C. Volunteer Policies .......................................................................................................................................................................................... 41

1. Selection, Screening, and Background Checks .......................................................................................................................................... 41

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2. Orientation and Training .......................................................................................................................................................................... 41

3. Volunteer Code of Ethics ........................................................................................................................................................................... 42

4. Identifiable Lines of Authority ................................................................................................................................................................... 43

5. Descriptions of Volunteer Tasks ................................................................................................................................................................ 43 SECTION IV. ATTACHMENTS .................................................................................................................................................................................... 44 ATTACHMENT “A”: JOB DESCRIPTIONS .............................................................................................................................................................. 45 Regional Director of Emergency Services Job Description ........................................................................................................................... 46 Program Manager – Buena Park Navigation Center Job Description ........................................................................................................... 48 Site Leader – Buena Park Navigation Center Job Description ...................................................................................................................... 50 Lead Housing Navigator Job Description ..................................................................................................................................................... 51 Housing Navigator – Buena Park Navigation Center Job Description .......................................................................................................... 52 Logistics Coordinator – Buena Park Navigation Center Job Description ...................................................................................................... 53 Overnight Logistics Coordinator – Buena Park Navigation Center Job Description ..................................................................................... 54 ATTACHMENT “B”: SHELTER CLIENT EXPECTATIONS ......................................................................................................................................... 55 ATTACHMENT “C”: VOLUNTEER POLICIES .......................................................................................................................................................... 60

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SECTION I. PURPOSE & INTRODUCTION

The purpose of the Management, Operations and Public Safety Plan (“Plan”) is to advise the City of Buena Park on a best practice model for operation of a Year Round Emergency Shelter Program and Multi-Service Center, as seen at the Buena Park Navigation Center, Buena Park, CA. The Plan may also be used to promote open communication between community stakeholders to help facilitate the adoption of additional Year Round Shelters, Multi-Service Centers, and Navigation Centers.

Establishing a Year-Round Emergency Shelter Program and Multi-Service Center will meet critical needs amongst some of the most vulnerable people in our neighborhoods, while also addressing a pressing social issue that is deeply impacting local businesses and communities.

The Plan identifies emergency shelter services for homeless persons and best practices to maintain a safe and healthy environment for its clients and the community at large. The overall purpose of the program is to connect homeless persons to permanent housing opportunities and resources to maintain housing stability and self-sufficiency. Goals and guidelines of the Plan align to National Standards of The HEARTH Act (2009).

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SECTION II. SHELTER ADMINISTRATION

A. PROGRAM DESCRIPTION

1. Population Served

Year-Round Emergency Shelter Program and Navigation Services The Buena Park Navigation Center serves 149 shelter clients (90 beds for men, 49 beds for women, and 10 beds for couples) while providing access to a range of programs and supportive services. To ensure that the shelter will meet the needs of the community in serving chronic and vulnerable homeless people, clients are admitted with minimal, “low-threshold” requirements so that chronic and vulnerable homeless people can easily enter and remain in shelter until they can find permanent housing.

Those accessing Buena Park Navigation Center include homeless adults from the Northern SPA only.

Each new client is screened for sex offender and active felony warrant status before admission (screening takes place prior to the arrival at the facility as part of the bed reservation system), as detailed in the “Admission Criteria and Procedures.” All clients have access to and are encouraged to participate in all services provided. Every client is assigned a Housing Navigator at the time of intake, who will work with them to create a housing plan. All clients are required to work this housing plan as part of their enrollment with Buena Park Navigation Center, and they are notified of this prior to their enrollment with the program.

Access to the shelter is limited to clients that are currently enrolled with Buena Park Navigation Center, and because the Multi-Service Center is fully integrated within the shelter services provided, on-site services are strictly for currently enrolled clients only. If after time, the Shelter Operator, host City and operator partners may consider the Multi-Service Center a public benefit for the broader homeless community and/or the surrounding neighborhood community, they may open participation and access to a larger population.

To manage the impact on the surrounding community, should access to the shelter be opened to a wider population than just the 149 individuals who live in the shelter, the following policies are recommended:

1. Services should be accessed by appointment only; no walk-ins will be accepted;

2. On-site partner agencies must be responsible for coordination of service appointments;

3. On-site partner agencies must be responsible for providing transportation options to and from the shelter for scheduled appointments.

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2. Program Description

Buena Park Navigation Center is designed to provide safe shelter, basic needs, and access to support to move individuals out of homelessness and into permanent housing opportunities.

Access to safe shelter
Buena Park Navigation Center accommodates overnight sleeping for 149 individuals per evening. Access to Buena Park Navigation Center is provided 24 hours a day, seven days/week, 365 days a year. In order to decrease the impact to the surrounding neighborhood, access to bed availability is handled through a reservation system. Walk-ins will not be permitted.

Length of Stay
There is no set minimum and the maximum length of stay is 90 consecutive days. Clients at Buena Park Navigation Center may stay enrolled with the program past the 90 days if they remain good neighbors and dedicated to working their personalized Housing Plan. This extended stay may be granted through an Extension Request process that is overseen by each client’s Housing Navigator and Program Management team. The client must complete a Request for Extension Application which, if granted, may extend their stay for an additional 90 days. Each client is assigned a Housing Navigator supporting their progress toward Housing Stabilization. The program is designed to provide this support until a housing option becomes available. However, at any time a client may be exited from the shelter for safety or continual shelter violations as outlined in the “Exit and Readmission Policies”. Additionally, if a client exceeds 90 days, intensified housing location and exit plan strategies will be implemented.

Consistent with national best practices and trends, the goal for length of stay should be 30 days or less. The Operator maintains a report that accounts for clients with lengths of stay exceeding 180 days and reasons why with accountability to Advisory Committees.

Sleeping Areas
Bed types consist of single beds. Each client is assigned a bed and bedding for the length of their stay. Every client is made aware upon intake that they may need to switch beds as the need requires it.

Transgendered clients may be assigned to beds in whichever dorm is appropriate to the gender with which they identify.

Below is the available bed breakdown at Buena Park Navigation Center:

o TOTAL BEDS: 149
 Total Men’s Beds: 90
 Total Women’s Beds: 49
 Total Couples Beds: 10
There is a men’s dorm, a women’s dorm and a couple’s dorm. No male clients are allowed in the women’s dorm without specific permission and close guidance from staff. The same is true of female clients in the men’s dorm.

Meals
Breakfast, lunch, dinner and snacks are provided for all clients in the central dining area, referred to as “The Commons”.

Meals are cooked off-site by a third party vendor and brought on-site and served. Clients in need of specialty diets can make requests for these diets at intake or through a request for accommodation process. The Shelter Operator coordinates with a licensed food vendor to provide meals from within the kitchen.

Hygiene Facilities
Hygiene facilities are provided on-site including toilets, showers and laundry facilities. Clients are encouraged to utilize these facilities as daily resources to them. Toiletries are provided by the Shelter Operator to clients as needed, and there is one All- Gender restroom available for those who need.

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Clients of the program are required to shower and turn in their laundry for cleaning on a regular basis, as outlined in the Health and Safety Policies.

Transportation
Non-referred persons (“walk-ups”) are prohibited from receiving shelter access. New and returning clients receive direct transportation to and from the shelter daily, and those with street-legal personal motor vehicles are permitted to use their vehicles and park them on site if parking is available or off-site in a public lot at the owner’s own risk. Dates and times for daily pick-ups are outlined in the “Transportation Policies.” Buena Park Navigation Center will use designated locations that provide ample geographic range for those seeking shelter services in the city of Buena Park and serves to minimize community impact and safety considerations. Each chosen location has been selected in coordination with service providers, public safety, and City input. The Operator does not drop-off/pick-up other than at agreed upon locations, unless for medical emergencies, or with specific permission and guidance from management and community partners for special events/occasions.

Security
The Shelter Operator follows policies and procedures that promote utmost safety for clients, staff, volunteers, and the community and strives to provide an atmosphere that promotes community, stays alert for signs of conflict, and confronts behaviors before they escalate. The security plan includes a multi- faceted approach involving screening for sex offenders, convicted arsonists, and individuals with open felony warrants, secured and separate entrances and exits, security searches, confiscation of harmful contraband, trained security personnel providing around-the-clock indoor and outdoor coverage, security and smoke alarms, cameras and lighting. Other program elements which support security efforts include no walk ups and no loitering policies.

Storage
All clients have access to indoor and rolling personal storage space. Each client is assigned a personal storage bin for personal valuables and is permitted to keep a limited amount of personal effects at their bedside in provided lockable storage containers. One rolling outdoor storage bin is also available to each client. Additionally, clients may store temperature-sensitive medication in a locked refrigerator accessible only by program staff.

Housing Navigation Services
Upon entering the shelter, each client is assigned a Housing Navigator. The primary function of the Housing Navigator is to work side-by-side with the client to create a pathway toward permanent housing opportunities, with the ultimate goal of ending their homelessness within a 30-day timeframe.

Additionally, the Housing Navigator provides resources and support to the client during their stay, including encouraging them to access any and all services provided on-site. The Housing Navigator ensures that all clients are entered into the Coordinated Entry System, as the first line of housing engagement.

Together, each Housing Navigator and client completes a personalized Housing Plan which will guide their efforts toward securing permanent housing opportunities. Meeting with the client at least weekly, the Housing Navigator documents their progress towards the actions outlined in the Housing Plan.

Daytime Program Activities
As a 24-hour Year-Round Emergency Shelter Program, the Shelter Operator encourages all clients to stay on-site during the day and to take advantage of the on-site services provided to them during the daytime. Daytime program activities include but are not limited to, the following:
● Full access to any and all on-site service providers; ● Life skills classes and workshops;
● Indoor and outdoor recreational activities (ex: exercise classes; ping pong, library time, space permitting)

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3. Services Provided

Buena Park Navigation Center incorporates a combination of basic needs services as well as supportive services aimed at creating pathways into housing.

The following services are provided:

1. Intake/Assessment/Housing Navigation

2. Crisis Evaluation/Mental Health Evaluation Services

3. On-site Centralized Intake

4. Domestic Violence Referrals

5. Shelter Beds

6. Health Clinic

7. Transportation Services and Assistance

8. Computers and Email access

9. Security

10. Meals and Food

11. Homeless Prevention and Diversion Assistance

12. Crisis Evaluation Referrals

13. 211 referrals

14. Employment and Job Placement Resources

15. Substance Abuse Treatment Referrals

16. Mental Health Treatment (on or off site)

17. Laundry

18. Client Storage

19. Respite facilities (a quiet space for clients to rest away from the noise of shelter life)

20. Recreational Activities

21. Dog Walk Area and Pet Services

22. Clothing Donation and Distribution

23. Electronic Charging Stations

4. Coordinated Entry System Integration

Buena Park Navigation Center serves as a designated “Entry Point” of the Coordinated Entry System. The Shelter Operator’s staffing plan includes designated staff to conduct Diversion screening and prevent those with other resources from entering the homeless shelter system. Housing Navigators assist Buena Park Navigation Center clients obtain the vital documents necessary to move forward in their housing connection process, once matched to permanent housing opportunities by the Coordinated Entry Module.

5. Target Goals/Expected Outcomes

The target goals and expectations set forth by the U.S. Department of Housing and Urban Development’s HEARTH Act.

Buena Park Navigation Center is not regarded as a singular program, as it provides support to Orange County’s Northern SPA helping to move the system towards higher a level of system performance, a reduction in the number of persons who experience homelessness in our community and an increase in access to housing opportunities for chronically homeless individuals utilizing Year Round Emergency Shelter Program services.

Indicators for measuring effective system performance include the following key considerations:

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a. Reduction in First Time Homeless -
Are fewer people experiencing homelessness for the first-time? Are only persons who have no safe, appropriate housing option being admitted to shelter?

100% of guests served at the Buena Park Navigation Center will be literally homeless.

b. Overall Reduction in Number of Persons Who Experience Homelessness - Are overall rates of homelessness declining? Is street homelessness declining? Is chronic homelessness declining?

30% of clients who exit the Buena Park Navigation Center to known destinations will exit into permanent housing.

c. Reduction in the Length of Time Homeless
Do people stay homeless for shorter periods of time? A reasonably short length of time homeless indicates system and program success in rapidly re-housing persons who are homeless. It can also indicate efficiency related to turnover of beds which is essential to meet system demand for Year Round Emergency Shelter Program.

Length of stay at the Buena Park Navigation Center will target national averages for shelter length of stay.

d. Successful Resolution of Housing/Homeless Crisis
Do people resolve their housing/homeless crisis successfully by maintaining/obtaining permanent housing? Are people successfully connected to community-based supports?

Over 90% of clients enrolled at the Buena Park Navigation Center will create a housing plan with their navigator and will enroll in the Coordinated Entry System.

e. Reduction in Recidivism (subsequent return to homelessness) Are repeat occurrences of homelessness avoided or declining?

75% of Buena Park Navigation Center clients who exit to permanent housing will not return to the homeless management system in the next year.

6. Program Layout

Buena Park Navigation Center is located at 6490 Caballero Blvd. in Buena Park, CA 90620. The program’s current space layout is as follows (rough estimates):

TOTAL SQUARE FOOTAGE OF BUILDING: 15,360 ft2
• Total Dormitory: 7,252 ft2
o Men’s Dorm: 4512 ft2
o Women’s Dorm: 2240 ft2
o Couple’s Dorm: 500 ft2

• Dining/Commons Area:1792 ft2
• Site Administration and Operations Offices: 528 ft2
• Intake and Service Desk: 1024 ft2
• Restroom and Shower Areas: 886 ft2
o Men’s: 720 ft2
o Woman’s: 600 ft2
o All Gender: 128
o Staff Restrooms: 128 ft2
• Laundry Facilities: 225 ft2
• Kitchen: 528 ft2

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In addition, Buena Park Navigation Center also features the following:

 Outdoor Facilities/Areas
o Outdoor Common Area
o Bike Rack Area
o Dog Run

B. PROGRAM DESCRIPTION

1. Client Program Expectations

Prospective clients must be able to perform all aspects of their care and ADLs (Activities of Daily Living, including but not limited to: feeding, showering, toileting, transferring, dressing), follow all Buena Park Navigation Center program expectations, and maintain appropriate behavior with consideration for all other clients of the shelter. All clients must review, initial and sign a copy of the "Expectations" document prior to enrollment (Attachments B and C). At intake, staff assists any and all clients who may have difficulty understanding or reviewing these expectations, and they are available to client at any time.

2. Identification Requirements

A form of official identification is required to verify identity; however, clients are not denied access to shelter services without one. In the event they do not have official identification, Housing Navigators assist clients in obtaining California ID, and can provide each client with a no-cost ID voucher.

Additionally, all clients receive a shelter-specific identification card upon entering the shelter that will be used for readmission during the duration of their stay. Shelter ID components include a photograph, intake date, date of birth, name and other identifying information.

3. Screening Requirements

No person validated on the sex offender registry (Megan’s Law) will be allowed to access the shelter property (screening will take place prior to the arrival at the facility as part of the bed reservation system). Additionally, no person with an open felony warrant or convicted of arson will be allowed to access the shelter property. The Shelter Operator works cooperatively with the local police department and utilizes the Orange County Sheriff’s Department’s public “Warrant Check” database to screen clients for any open warrants. Staff also utilizes the National Sex Offender Public Website to screen for sex offenses across the country.

4. Bed Reservation System

To minimize neighborhood impact, all clients seeking to access Buena Park Navigation Center and services must do so through a designated Intake and Bed Reservation System using Outreach Grid.

New prospective clients may contact one of the North SPA agencies currently authorized as a point of entry into Buena Park Navigation Center. After the referral agency representative discusses the program with the prospective client, the representative must check bed availability on the Bed Reservation System and verify that the client meets the minimum eligibility requirements including the background check. If the Bed Reservation System indicates that an appropriate bed is available for the client and a reservation is made for the client in Outreach Grid, the representative from the referring agency may transport the client to the Buena Park Navigation Center during the timeframe indicated in the reservation system to complete the intake process. Clients will be screened for diversion and/or homeless prevention services, utilizing the Coordinated Entry System’s Diversion and Homeless Prevention Questionnaire. If they have an alternate, habitable location where they may stay, they will be diverted from occupying a shelter bed until their resources have been exhausted.

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Clients meeting eligibility requirements and background check clearance are assigned a bed reservation number (pending bed availability) and given instructions on transportation options and designated arrival time.

In the event a client who has already enrolled with Buena Park Navigation Center has exited/been exited and is seeking reenrollment, they will be directed to contact the Call Center personally, so program staff may determine eligibility status.

Returning clients are not required to reenroll through a referral partner, though they may take that route if desired.

The Shelter Operator provides on-site staff to track daily bed inventory and communicate daily bed vacancies with service providers through Outreach Grid. Additionally, 15 beds (10%) are designated to prioritize referrals from local police and/or for emergency or other qualified special situations.

All new clients are screened using the Outreach Grid system which manages bed reservations and availability.

Beds are assigned based on availability and eligibility results. New clients are instructed to arrive at the designated shuttle pick up location or at the shelter through coordinated transportation, by 9:00 PM each night. Those who do not arrive before 9:00 PM without communicating previous arrangements will forfeit their bed for the night.

A security guard or safety coordinator is assigned to each evening shuttle, and the shuttle driver is provided a nightly manifest which includes all clients who are expected at pickup, including all new clients that are expected. The shuttle will transport clients directly to Buena Park Navigation Center.

Clients are strictly prohibited from loitering in the neighborhood surrounding Buena Park Navigation Center or causing any disruption at any of the shuttle pick up locations at any time. This is part of the Operator’s Good Neighbor Policy, which is strictly enforced. Failure to meet these expectations or severe violations of any other program policies could result in termination of the client’s enrollment. The operator conducts regular checks of a ½ mile radius in the form of outreach to enforce shelter expectations and avoid loitering and homeless congregations.

Upon arrival, clients must complete a security screening process and work with an Intake Coordinator to be informed of the program expectations of Buena Park Navigation Center, and complete necessary intake paperwork. As part of the Health and Safety guidelines, new clients must also shower on their first night in the shelter, and submit all clothing or additional bedding to be washed.

5. New Clients

All new clients are screened using the Outreach Grid system which manages bed reservations and availability.

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6. Day Leave and Returning Clients

At least two morning shuttles are available to clients who have a desire to leave the facility during the day for employment or personal appointments. At least two evening shuttles are also available to pick up any clients who have left and are returning for the night. Clients are allowed one leave, and one entry per day. All clients must return to Buena Park Navigation Center before a 9:00 PM curfew unless authorized by management for late entry based on school, employment, etc. Requests to arrange late arrival can be made by completing a request for consideration form and are approved by the program manager.

Clients who leave the program during the day must sign out with staff on a form which logs their destination, and the time they are requesting to be picked up. This information is gathered and collated into a nightly “manifest” which is used by the shuttle drivers to guide their evening routes.

Clients arriving later than 9:00 PM for special unexpected circumstances (such as or discharge from the hospital) must communicate their anticipated arrival time with their Housing Navigator or Site Leader and receive approval for a late entry to be excused. Failure to communicate this could result in an Action Plan which could potentially result in termination, as subject to the “Readmission Policy” protocols.

Clients who are unable to meet the two evening shuttles must arrange alternate transportation to the shelter site, no later pickups will be provided and walk ups will be allowed.

7. Hours of Operation

Buena Park Navigation Center is open 24 hours, 365 days per year. These hours of operation will be in effect seven days per week, every week regardless of holidays or weather. Service Providers may schedule on-site services to occur at almost any time, and the service schedule is different each day. Below is a Programing Schedule that is in effect on most days for general shelter activities:
5:00 AM – 8:00 AM Breakfast served
6:00 AM – 10:AM First and second wave of morning shuttle drop-offs 10:00 AM – 12:00 PM Dorms are closed (Monday-Friday)
11:00 AM – 1:00 PM Lunch served
3:00 PM – 4:00 PM Snack served
4:00 PM First wave of evening shuttle pick-ups
6:00 PM – 9:00 PM Dinner served
7:00 PM Second (final) wave of evening shuttle pick-ups 9:00 PM Curfew
10:00 PM Lights Out in Sleeping Area

C. Overflow Management

1. Coordinated Service Delivery Plan

There are times that the need for shelter beds outweighs the capacity of the 149 bed Buena Park Navigation Center Program, Therefore, a Coordinated Service Delivery Plan is implemented as needed, which includes coordination of the following diversion and redirection strategies:

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a. Homeless Diversion
The Shelter Operator includes homeless diversion screening at the point of intake to ensure that those with alternative resources will not be accessing the homeless system. If clients identify at intake that they have a viable housing alternative to the shelter, The Operator can provide resources to connect the client to that alternative.

The Shelter Operator utilizes all available resources to offer successful diversion assistance and, if they cannot provide the assistance themselves, call on other agencies within the Continuum of Care.

b. Coordination with Family Shelter Programs
As a frontline strategy, the Shelter Operator works with family shelters and other agencies to redirect any families who may arrive seeking shelter at Buena Park Navigation Center.

c. Coordination and Transitional and Bridge Housing providers The Shelter Operator works with other service providers to utilize Transitional and/or Bridge Housing vacancies when available. This form of housing can be utilized by returning clients who have been matched with a housing opportunity and will soon move into permanent housing. This strategy will increase the Program’s bed turnover rate as clients are successfully matched to alternate housing opportunities.

d. Coordination with other Year Round Emergency Shelter Program providers As more year round shelters come online, the Shelter Operator will partner with other providers and programs to redirect overflow to any additional shelter beds that may be available in the county.

2. Overflow Policies

The Bed Reservation System is designed to prevent and minimize overflow and capacity issues for the shelter. A daily bed utilization count ensures that the 149-bed capacity will be fulfilled each evening, as need for beds persist.

In the event of a community-wide natural disaster or in extreme weather situations deemed so by state, county, or city authority, the shelter will maintain its “no walk-up” policy. However, the following option could be utilized by the Operator:
 Utilize alternative locations (churches) for additional beds that may accommodate homeless without a bed reservation during inclement weather or disaster. (Note that this option has budget implications/funding considerations for local government agencies.)

D. Exit and Re-Admission

1. Exit and Readmission Policies

Clients are considered to have exited the program when they voluntarily leave or are exited from the shelter for safety or continual shelter violations, or find alternate housing.

Mercy House’s exit policy complies to Orange County’s Shelter Standard of Care. When a client exits of their own volition or is exited for shelter violations, the client may contact the Call Center to screen for readmission eligibility after the time designated by staff (on average after 30 days). Clients who self exit are eligible for return provided a bed is available. Each client’s actual length of exit will depend on the severity of the infraction or safety violations. The Shelter Operator is balanced in their approach to program exits and readmission policies as it pertains to violations of the program expectations.

The expectations include considerations for maintaining a safe and effective facility, safety for clients, volunteers, staff and the surrounding neighborhood. As written, they demonstrate compassion toward both homeless individuals who face increasingly vulnerable situations if forced to exit from a shelter situation to places not suitable for human habitation, as well as the community in which the program operates.

Violations of these expectations are documented and tallied by use of a notice called an Action Plan. The intent of the action plan is to discuss with the violation with the guest to ensure they fully understand the expectation and why their behavior was a violation. Additionally, the guest has the opportunity to create a plan to avoid further violations. For most infractions of the program expectations, staff utilizes verbal warnings and Action Plans. After five (or three of the same) Action Plans a guest may be asked to leave.

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Severe infractions include open alcohol or use of drugs on a shuttle, violent attacks/fights, possession of weapons, etc. The Shelter Operator maintains a zero tolerance policy towards violence, sexual misconduct, other criminal activity, and drugs and medications used or possessed beyond the scope permitted in the program’s Health Polices. These behaviors, when substantiated, may be grounds for immediate enrollment termination upon a first offense and a minimum of 30 days out-of- program prior to readmission eligibility.

Clients who use the facility, programs, and services in violation of a specific rule are obliged to adhere to those consequences. Depending on the circumstances, the consequences of these actions may also be subject to intervention by law enforcement, and if necessary, prosecution up to the limit of the law. To whatever extent is possible, when a client exits the program, Mercy House will work with them to create an exit plan which can include referrals to other services that they are eligible for, potentially including other shelters in the North SPA.

2. Exit Procedures

When a client is asked to exit due to repeated violations of the program expectations, violence, or criminal activity, security escorts the person out of the building and staff provides transportation to one of the approved drop-off locations out of the surrounding area. In the event that an exited person refuses transportation off-site, they are advised once again of the Good Neighbor Policy and reminded that any incidents in the surrounding area may affect their ability to reenroll. Staff and security closely monitor any clients who leave by foot or bicycle until they are out of the immediate surrounding area.

E. Housing Navigation Services Policy

Upon entering the shelter, each client is assigned a Housing Navigator. The primary function of the Housing Navigator is to work side-by-side with the client to create a pathway toward permanent housing opportunities, with the ultimate goal of ending their homelessness within a 30-day timeframe. Additionally, the Housing Navigator provides resources and support to the client during their stay, including encouraging them to access any and all services provided on-site.

The Housing Navigator ensures that all clients who agree and do not have other housing opportunities are entered into the Coordinated Entry System for a potential housing intervention opportunity.

Together, each Housing Navigator works with the client to complete a personalized Housing Plan which will guide their efforts toward securing permanent housing opportunities. Meeting with the client weekly the Housing Navigator documents their progress towards the actions outlined in the Housing Plan.

Housing Navigators assist clients obtain the necessary documentation to move forward in their housing connection process, once matched to permanent housing opportunities by Coordinated Entry.

Additionally, Housing Navigators will work with clients to provide referrals to on-site services as well as any community referrals that may be helpful necessary.

1. Documentation of Housing Navigation Services and Data Security Policies

The Housing Navigators keep case notes in both hard copy paper files and in the HMIS database to track every client’s progress and participation in Buena Park Navigation Center. These files are also used to track the resources and referrals given, support rendered, and any Action Plans the client may accrue. Outcomes are recorded at exit and throughout participation in the program.

Paper files are stored in a secure locked location, only accessible by necessary staff.

The Shelter Operator uses HMIS as its primary database and ensures that every client completes and signs an OC HMIS Client Consent Form upon entry into the program. Any client who refuses consent is entered into HMIS with a simple identifier

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only. A Data Specialist works with the Housing Navigators to ensure optimum collection of all HUD Data standards as required by the HMIS system.

The Shelter Operator has a policy restricting computer access records and client information to authorized staff. All staff computers, database and HMIS access requires passwords by authorized users.

Disclosure of client information to other social service agencies may be permitted only with the client’s written consent, in the form of a Release/Authorization of Information. Disclosure of records relating to clients may be released without client consent in certain circumstances as required by law.

F. Daytime Program Policies

Clients enrolled at Buena Park Navigation Center may, but are not required to, leave the facility during the day. However, the Shelter Operator encourages all clients to stay on-site during the day and to take advantage of the on-site services and amenities provided to them during the daytime. Access to the dorms is limited during the day to encourage clients to become active participants of these activities, and to allow staff/security to clean and secure the dorms without client traffic.

If not utilizing the shuttle services, clients are encouraged to stay at the facility. Clients have access to any daytime services offered through the Buena Park Navigation Center partner organizations and are also able to meet with their assigned Housing Navigator on a weekly basis. They also have access to activities provided by shelter staff and volunteer organizations. Clients are welcome to enjoy the Commons Hall, Computer Lab, and designated outdoor spaces.

G. Multi-Service Center Program Policies

1. Outside Multi-Service Center Clients

Because the design of the Multi-Service Center is fully integrated with the general shelter, access is limited to the current clients of Buena Park Navigation Center.

2. Lead Agency Protocols

The role of the Shelter Operator is not to provide all of the supportive services offered at the Multi- Service Center but to recruit and manage a group of partner agencies specialized in providing an array of supportive services beneficial to clients of Buena Park Navigation Center.

The Shelter Operator ensures that the Multi-Service Center has flexible hours to allow clients to come before or after work, or alternatively, on the weekends if possible. The Shelter Operator also engages participation in and facilitates quarterly meetings of the Service Partner Advisory Board.

3. Requirements for Service Provider Partners

All service providers who desire to offer direct services at Buena Park Navigation Center must complete a formal Memorandum of Understanding (MOU) with the Shelter Operator before they can be added to the service calendar.

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Responsibilities of the Service Provider Partners include, but are not limited to:
• Set and maintain their own appointment schedule with clients; • Provide clients with access to transportation to fulfill their scheduled appointments, if needed; • Ensure that all clients are aware of Multi-Service Center rules and enact appropriate enforcement of client shelter rules for their clients if and when necessary;
• Agree to share service output and outcome information • Communicate room reservation conflicts with Program staff in advance; • Respect, maintain and keep clean all areas of the Multi-Service Center; • Respect and cooperate with Shelter Operator staff, other service providers and clients; • Participate in quarterly Service Partner Advisory Board meetings and provide input to the improvement of Buena Park Navigation Center.
• Screen clients for eligibility (no sex offenses or felonies with open warrants will be allowed on- site).

H. Good Neighbor Policy – Community Coordination and Communications

1. Communications and Coordination with Neighborhood, Business and Public

The Shelter Operator is committed to communication with neighbors on an ongoing basis. As part of this commitment, the Shelter Operator has helped facilitate a number of Community Forums, prior to opening, and can facilitate additional forums if needed. These Community Forums have provided opportunities to answer any questions members of the surrounding community might have on the operation of Buena Park Navigation Center.

A public inquiry phone number and contact information will be posted. Community stakeholders may call this number for information about the site or to have any questions answered. The phone number exists as a resource for community members and will remain connected as long as the Program is open and operational. Any community complaints and/or inquiries about Buena Park Navigation Center are recorded and forwarded to the appropriate staff for prompt (60 minutes) investigation. The Shelter Operator is fully committed to an appropriate customer service response and considers the resolution of community complaints a high priority.

The Shelter Operator also maintains a website which includes important information for community stakeholders and clients alike. The website includes a “Frequently Asked Questions” section which helps to provide instant answers to community concerns. Additionally, the website includes a digital copy of the Shelter Operator’s full “Good Neighbor Policy” and “Management and Operational Plan” to be made accessible to the public.

Limited tours of the facility may be available on specific days by scheduling an appointment with the Operator and City.

The Shelter Operator has program brochures available on-site and is able to disseminate these resources to groups throughout the community. Information on the brochures highlights the various services at the facility as well as criteria for admission and eligibility. Volunteer, in-kind and donation opportunities are also listed for those who wish to support the program.

The Shelter Operator follows a specific set of media guidelines and has an appointed Public Relations team to handle all media requests. The Public Relations team is charged with ensuring that the public is regularly updated on the progress and successes of the shelter program through various local media outlets.

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2. Communication and Coordination with Local Police and Fire Departments

The Shelter Operator is committed to communicating and working collaboratively with local police and fire departments through all stages of program implementation - from facility design to program execution. The intention of the Shelter Operator is to act as self-sufficiently as possible and minimize the shelter’s impact on the local police and fire departments.

This includes ensuring that staff and security are trained to properly manage and respond to an extensive array of difficult situations that may occur at shelter.

The Shelter Operator and site provides an array of services and support that are beneficial to local police and fire departments. These services include, but will not be limited, to:
● Staff and Security Officers stationed on-site 24 hours (and on-board the shuttle in evening hours); ● Designated beds reserved each night for law enforcement referrals (including percentage set- aside for the host city); ● An Outreach Team will monitor surrounding area to control issues of loitering, abandoned property, and other blight; ● Training opportunities on mental illness, homeless sensitivity or other topics of interest to supplement existing department trainings;
● Direct referral access to the Coordinated Entry system to assist local law enforcement officers connect homeless individuals with housing opportunities;
● Statistical reports on number of clients served, length of stay and/or demographic information.

3. Communications and Coordination with City, County, and Service Providers

Operation of Buena Park Navigation Center is for the public good and to move the homeless Continuum of Care system, as a whole, forward. As such, successful implementation of Buena Park Navigation Center requires the partnership of various stakeholders including the City, County and other Service Providers.

The Shelter Operator is committed to working cooperatively with numerous other service providers, community, and government organizations to serve the needs of the homeless population.

In order to effectively manage and operate a robust Multi-Service Center that provides an array of services for the shelter clients, the Shelter Operator demonstrates collaboration and willingness to engage other service providers.

Additionally, the Shelter Provider is responsive to and provides support to the City Manager or designee, in relation to the outcomes and operation of the program.

4. Policies for Community Involvement

The Shelter Operator is committed to active participation in city and county-wide community events. To the extent reasonable and feasible, representatives of the Shelter Operator attend meetings of the local Neighborhood Associations and local Chamber of Commerce when invited and communicates with neighborhood and business participants as needed.

5. Policies for Neighborhood Outreach Patrol

A staff-led Neighborhood Outreach Patrol assembles several times a week to monitor a 1/2-mile radius around the shelter perimeter. The role of this Outreach is to monitor, promote cleanliness, engage with neighbors, and enhance safety and community in the immediate vicinity.

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Additionally, this Patrol provides intervention for issues of loitering, unauthorized parking of client vehicles in the neighborhood, abandoned property, shopping carts and other blight. A log is kept of the weekly Outreach patrols. The following actions are completed by the Neighborhood Outreach Patrol:
● All litter and trash items related to the Program are removed from the area and properly disposed; ● Any currently enrolled Clients found loitering in the area are issued a warning. Violations of this rule may cause a client to be exited from the facility;
● Unauthorized parking of client vehicles in the neighborhood are subject to towing; ● Shelter Operator will contact city-designated shopping cart retrieval program to collect all shopping carts found that do not contain items of personal property;
● Shelter Operator utilizes city-designated maintenance apps on mobile devices for removing personal property foundin surrounding area and tracks calls made for services; ● Shelter Operator conducts outreach and engagement activities to non-enrolled homeless individuals in surrounding community.

I. Navigation Advisory Commission

The Navigation Advisory Commission is established and maintained to provide review of the operations of Buena Park Navigation Center, enhance community relations, and bring information of any strengths and concerns from the neighborhood, local businesses, city and county entities, service provider partners and shelter clients about the operation of Buena Park Navigation Center.

1. Composition of Commission

The Navigation Advisory Commission represents different stakeholders and interests with the composition approved by the Buena Park City Council.

2. Meeting Schedule

The Navigation Advisory Commission will meet as needed (at minimum twice annually) as determined and approved by the Buena Park City Council.

Additional meetings can be held as needed as a way for any member to agenized issues or to be able to request a special meeting.

3. Accountability and Grievance Process and Policies

In addition to providing input to the operation of Buena Park Navigation Center, the Navigation Advisory Committee is also tasked with the on-going review of the Shelter Providers ability to effectively administer its Operational Plan and Good Neighbor Policies. In the event that a Navigation Advisory Commission member finds concerns over the Shelter Operator’s implementation of the program, the following processes and policies will be enacted to allow the Shelter Operator to make corrective actions toward such grievances:
1) Once a grievance has been filed, Shelter Operator and Navigation Advisory Commission will create, at the meeting in which the grievance is filed, an action-plan to resolve the issues by the next regularly scheduled commission meeting;

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2) At the next meeting, the action plan’s outcomes will be reviewed to determine if the issue has been resolved; 3) If the issue has not been resolved, but the Shelter Operator has provided evidence of a good faith effort to follow the course of actions outlined on the plan, they will be given an additional 90-days to enact an alternative plan; 4) If the issue has not been resolved and the Shelter Operator has not demonstrated or provided evidence of following the course of actions outlined in the plan, a formal complaint will be sent to the City for investigation and possible termination of the Shelter Operator Contract. The City shall have a plan for operation of the shelter if the shelter operator is terminated by the City, including failure to enforce plan components such as Good Neighbor Policy, bed reservation requirements, no walk-up policy, etc. The plan may include selecting the next eligible operator from the original operator RFP and/or entering into a sole source with a new operator, based on approval of the City Council.

Additionally, law enforcement has the ability to bring forward operator non-performance directly to the City

4. Reports to the Commission

The Operator will provide quarterly statistical report to the committee at meetings to include data on shelter program outcomes: unduplicated clients served, number of entries and exits and the nature of exits, as well as length of stay information.

J. Safety Policies

1. Facility Maintenance

The Shelter Operator keeps a schedule for regular facility maintenance and cleaning. The Program contracts with a janitorial service to provide daily cleaning services for all areas utilized by clients and weekly for office space and the Multi-Service Center areas. In addition, Program Staff also personally maintains a round-the-clock cleaning schedule which addresses each area of the facility.

Shelter Staff attends to regular minor maintenance duties and repairs. Major repairs are reported to the Program Manager and depending on the work needed may be sent out to an approved list of vendors for bids, approval, and completion.

Maintenance and cleaning forms are used to track completion of each task and submitted to management on a daily basis.

The Shelter Operator is responsible for staff training and performance in these duties.

The outside grounds are incorporated into the maintenance schedule and rotation including cleaning of parking lot, watering of plants, maintenance and cleaning of sidewalks and patio areas, and checking of outside lights and furnishings. Graffiti is reported to Program Manager for removal within 24 hours.

The Shelter Operator is committed to maintaining a pest free environment throughout the premises. As such, no open food or drink is allowed in the dorms and sleeping areas, with the exception of water. Trash bags are emptied throughout the day in all areas as they become full. Inspection of client spaces and lockers are conducted for any items that would attract pests.

All staff receives appropriate training for the identification of common pests as well as prevention and control measures. A Pest Control company is contracted by the Shelter Operator and comes regularly to spray for bugs, check for infestation of pests, and performs other pest prevention or extermination treatments that might be seen on their visits or reported by staff.

2. Fire and Earthquake Safety

Evacuation Plan for Ambulatory and Non-Ambulatory Residents

All shelter staff are trained in protecting the safety of everyone in the facility. Staff respond quickly and safely when an emergency, incident, or natural disaster occurs. Evacuation Routes and Exits are posted in each major area of facility. An evacuation point outside has been designated to the rear of the building, near the storage shed on the north-east corner of the property.

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In the event of an emergency, the present site lead during the emergency will notify all staff and clients to evacuate, call 911, and direct the evacuation itself. Staff will be assigned to oversee the evacuation of clients in each work area. Staff will check client areas, assign assistance to non-ambulatory and disabled persons, and lead clients to safety through the nearest safe evacuation exit. Staff will assemble clients outside at designated evacuation point, read bed list for attendance and search for any missing clients as safety conditions allow.

In case of fire these additional protocols will be completed:

● The Program Manager or lead staff member will pull the nearest fire alarm if it is not already sounding; the Fire Department monitors the alarm and will respond immediately.

● While evacuating clients, staff will attempt to close all door(s), if safe to do so.

● Before exiting a room, the Program Manager or lead staff member will touch back of hand to the door to determine if the door is cool, then open it a crack, smell for smoke, and if deemed safe, open the door and leave the building to the evacuation meeting point.

● If the door is hot, it will not be opened and staff will lead clients to leave via the nearest safe exit.

● Staff will locate and use appropriate fire extinguishers if safe to do so.

● When the Fire Department arrives, a staff person will speak to the officer in charge and give the officer a set of site keys.

● Staff will contact the Program Manager or their proxy as soon as possible, if not onsite.

● Staff will report incident and procedure in Incident Report and staff shift notes as directed in shelter policy.

If the weather is inclement and if the evacuation will not be short, staff will:

● Contact the Program Manager to identify evacuation locations and disaster team if assistance is needed for client shelter, meals or services.

● Contact other Homeless Providers for services as needed.

For a false alarm or other short-term evacuation, staff will direct occupants back into the building once the Fire Department has authorized an “all-clear” call.

3. Fire Prevention Procedures

Buena Park Navigation Center was approved by the Fire Department for all fire codes, sprinklers, alarms, and exits prior to service implementation. Emergency lighting has been installed both inside the facility and outside on the grounds for safety and in compliance with all codes.

No smoking is allowed inside or outside the building within 20 feet of doors. A smoking section is designated and a sign is posted in the enclosed patio area.

4. Fire Drills and Documentation

Fire drills are conducted at least quarterly. Documentation of fire drills are kept for three years in Shelter Management Files.

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5. Fire Inspections and Extinguishers

The most recent annual fire inspection is posted in a designated area of Buena Park Navigation Center facility and is included in the Shelter Management files. Fire extinguishers are hung in each area of the building as shown in facility plans and in evacuation plan. Fire extinguishers are inspected and maintained per city and county requirements. A certificate of the last most recent fire inspection is posted in a visible designated area.

6. Earthquake Safety

Earthquake drills are conducted quarterly by staff. The evacuation route and procedures are the same as for other hazards. A client tally and search will be conducted once the evacuation is conducted.

In case of an actual earthquake that causes damage to facility or grounds, the Fire Department will be called to inspect the facility as soon as safety permits. Clients will be evacuated from building and transported to other shelter as needed.

K. Security Plan

The Shelter Operator follows policies and procedures that promote the utmost safety for clients, staff, volunteers, and the community and strives to provide an atmosphere that promotes community, stays alert for signs of conflict, and confronts behaviors before they escalate. Acts of violence upon guests, staff, volunteers, or community members will not be tolerated.

1. Eligibility Screening

No person validated on a sex offender registry (ex: Megan’s Law) can access into Buena Park Navigation Center. Additionally, no person with an open felony warrant or convicted of arson will be allowed to access the shelter property. The Shelter Operator works cooperatively with local law enforcement to screen clients for open warrants. In addition, Program Staff utilizes https://www.nsopw.gov/ to screen for status on national sex offender registries.

2. Secured Entrances

All clients are required to enter the shelter in a coordinated, peaceful fashion.

All clients present identification upon entry. Clients without valid California identification cards are given supportive services to secure a valid identification card. Clients also receive a shelter-specific ID to use for admission into the shelter during the duration of their stay.

All clients and their belongings are checked by security personnel, utilizing security wands each time they enter the facility.

Any found prohibited items are seized and illegal contraband is destroyed. Prohibited Items include (but are not limited to):
weapons, explosives, flammable or volatile substances, illegal drugs, controlled substances or drug paraphernalia, bio- hazardous items or environmentally harmful goods. A more extensive list of examples of Prohibited Items is clearly posted before and at the security checkpoint.

Clients sign in upon entrance, and sign out upon exit from the building.

3. On-site Security Personnel

The Shelter Operator provides a sufficient number of trained security guards to ensure the safety of clients and the surrounding neighborhood, 24 hours a day.

Security is on-site at all times, and conducts security rounds as necessary, and at least once each hour.

Security guards are stationed both inside and outside the shelter to ensure maximum coverage.

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Security guards are accessible and visible to clients, and survey facility for any potential concerns. Staff and security communicate with each other via portable electronic equipment (ex: 2-way radios).

Security guards are contracted through a third-party vendor. Security guards carry handcuffs and the option of straight- stream gel pepper spray. The vendor ensures that all security staff are regularly trained and updated as needed. Security guards receive Homelessness Sensitivity Training through the Shelter Operator’s resources.

4. Staff Plan

Shift Hours of Shift MON TUE WED THU FRI SAT SUN

AM Logistics 1 & AM
Janitor
5:00 am - 1:00
pm
(9 am - 1 pm
Janitor)

8 8

8 AM Logistics 2 7:00 am - 3:00
pm 8 8 8 8 8 8 8
AM Logistics 3 7:00 am -
11:00 am 4 4 4 4 4 4 4

AM Logistics 4 & PM
Janitor
9:00 am - 5:00
pm
(1 pm - 5 pm
Janitor)

8 8

8 AM Logistics 5 11:00 am -
3:00 pm 4 4 4 4 4 4 4
PM Logistics 1 3:00 pm - 7:00
pm 4 4 4 4 4 4 4
PM Logistics 2 4:00 pm - 8:00
pm 4 4 4 4 4 4 4
PM Logistics 3 4:00 pm -
11:00 pm 7 7 7 7 7 7 7
PM Logistics 4 7:00 pm -
11:00 pm 4 4 4 4 4 4 4
Overnight 1 11:00 pm -
7:00 am 8 8 8 8 8 8 8
Overnight 2 11:00 pm -
7:00 am 8 8 8 8 8 8 8
Outreach 1 12:00 pm -
4:00 pm 4

4 4

Outreach 2 12:00 pm -
4:00 pm 4

4 4

AM Safety Coord 7:00 am - 3:00
pm 8 8 8 8 8 8 8
PM Safety Coord 1 1:00 pm - 9:00
pm 8 8 8 8 8 8 8
PM Safety Coord 2 3:00 pm -
11:00 pm 8 8 8 8 8 8 8

Driver Supervisor
AM or PM
Driver Times
(Fri/Sat Mandatory,
Others Vary)

8 8

8 AM Driver 1 5:30 am - 1:30
pm 8 8 8 8 8 8 8
AM Driver 2 5:30 am - 1:30
pm 8 8 8 8 8 8 8
PM Driver 1 1:00 pm - 9:00
pm 8 8 8 8 8 8 8
PM Driver 2 1:00 pm - 9:00
pm 8 8 8 8 8 8 8

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5. Security

Time Security Guards
12am - 12pm 2
12pm - 8pm 2
8pm - 12am 2

6. Security Alarms and Cameras

Buena Park Navigation Center is equipped with security cameras both inside and outside, door bells and portable communication device worn by staff. Staff also has access to panic buttons which can silently summon police to the facility during emergency situations.

Site Leads and Security Officers can monitor footage via web-based security servers, on computers at the security desk and administrative office areas. Security footage will be retained digitally for 30 days.

7. Security Lighting

Security lighting is used both inside and outside the facility to highlight the entrances and parking lot. A security officer is available to escort any person to the parking lot or street-side parking after sunset.

8. Loitering Policy

Clients are not allowed to loiter in the surrounding neighborhood. Subsequent violations of this rule result in warnings which may lead to the client’s program enrollment being terminated. The Shelter Operator’s Good Neighbor Policy includes regular outreach and random checks of the surrounding area to prevent and control loitering issues.

9. De-escalating Conflicts

All employees receive training in communication techniques that are known to be helpful or effective in de-escalating confrontations.

10. Entrance and Exit Procedures

To maintain a safe environment in the shelter, all clients enter and exit through one main entrance and security checkpoint.

The entrance is equipped with security cameras inside and outside the facility. Each area of the building is locked when not in use, and the site is “zoned” so that clients only have access to the areas which they need. During sleeping hours clients will have restricted access to other areas of the building. The staff offices are only available by appointment.

All clients must present some kind of ID upon entry, and their person and belongings are searched by security. They sign in upon entrance and sign out upon exit from the building.

All clients enter the property by bus/shuttle or other motor vehicle. Clients are escorted from the designated parking lot area and bus/shuttle drop off area to the shelter entrance. In the event that Multi- Service Center services are opened to the public, those clients would follow the same entrance procedures.

11. Policy regarding storage of client’s possessions

All clients have access to limited personal storage space. Each client is assigned a lockable storage bin and lock to go under the bed for personal valuables.

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Clients are also assigned rolling storage bins. Upon being assigned the rolling bin, clients must sign a Storage Bin Agreement form which states that staff is not responsible for any items that are lost, stolen, or damaged.

A client may store personal effects in their assigned bin to the capacity with which it can still correctly close and be safely rolled to and from the bin storage area. Bins may be accessed, with staff supervision and only during assigned hours during the day. Indoor lockers may be accessed at any time during the day other than “light out”.

All items are stored for the length of the client’s stay at the shelter. The right to store items on-site may be revoked based on violation of rules and at the management’s discretion. Once a client has exited the shelter program, any personal effects may be stored for up to 7 days if needed; after which, the property will be disposed of. Clients who have exited from the shelter program must contact staff to set an appointment to collect their personal belongings within the 7 days.

In the event the client cannot come to retrieve their own property, they may name a proxy of their choosing to pick up their effects by filling out an Authorization for Release of Personal Property form. The client will be responsible for asking their designated contact person to retrieve property, if needed. A limited extension to the length property is held may be granted under exigent circumstances, and only by close coordination with management.

No Prohibited Items may be stored inside the shelter. Limited Prohibited Items may be stored in outdoor bins (see Prohibited Items List for examples).

12. Policy Pertaining to Searching of Clients’ Property by Staff

The Shelter staff has the right to inspect all storage areas, including rolling bins and lockers, to ensure compliance with contraband policies.

If Prohibited Items are seen being transferred to a client’s personal rolling bin or locker, or if there is other reasonable suspicion that there are Prohibited Items in a client’s belongings, that storage and belongings may be searched for safety purposes, with or without the client present. Clients are required to use locks provided by the program for this reason. If a client wishes to use their own lock, they must supply management with a copy of their key or the combination. Any unauthorized locks may be cut if needed. When inspecting a client’s belongings without them present, two staff persons are responsible for the search. An authorization form is signed by the client at time of intake. When items are found in the client’s possession that are not illegal paraphernalia, but are also not suitable for storage, clients can choose to have the staff dispose of the item or they may store property off site premises at their own cost. Clients are not allowed to store items in the surrounding neighborhood.

Staff reserves the right to designate a period of time when a client will be ineligible for re-entry to facility, if contraband is found. Length of ineligible time will be documented according to the “Exit and Readmission Policies”.

13. Policy on Possession of Weapons On-Site

No weapons or items which the staff identifies as being dangerous or obviously capable of harm may be brought into the shelter. Any belongings that a client brings into the building must come through the dedicated security checkpoint so that security can search and inspect them for weapons or items described above. Anyone found attempting to bring these kinds of items past security will be asked to immediately leave the premises and neighborhood of the facility. Sharp objects such as tools, knives or scissors may be stored in outdoor bins, but not taken into shelter living areas. Heavy or blunt hand objects like hammers, bats, or crowbars are also not be allowed into the facility for the same reason.

Transportation off property will be offered to clients in this situation if safety allows.

14. Procedure for Contacting Police

The intention of the Shelter Operator is to act as self-sufficiently as possible and minimize the shelter’s impact on the local police department. This includes ensuring that staff and security are trained to properly manage and respond to an array of difficult situations that may occur at shelter.

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In establishing a procedure for contacting police, the Shelter Operator works cooperatively with the local police department to establish shelter policies and procedures on how and when to contact police for conflict resolution, trespassing, theft, unruly behaviors, loitering around property, mental health evaluation, and emergencies. For non-emergency incidents which merit law enforcement attention, staff will call the Buena Park Police Department non-emergency line at (714) 562-3901.

The program established and follows a simple 911 protocol when dealing with incidents at the shelter. All staff members are trained in these procedures. 911 may be called for any medical emergencies, violent behaviors that endanger others, and suicidal ideation. In the event that a client requests 911 be called, staff will take a quick inventory of the situation to decide if 911 should be called immediately or if it would be more appropriate to use an alternate solution: directing to urgent care, Non-emergency Paramedics, shuttle rides to the hospital, or if it is a medical concern that can wait until the client is able to be seen by a nurse or physician on-site, nurse help-lines, or a tele-medicine appointment.

L. Health Policies

1. Housekeeping Policies

The Shelter Operator is committed to, and understands the importance of, maintaining hygienic, sanitary environments for the well-being of clients, volunteers and staff. The Shelter Operator maintains written, standardized housekeeping procedures. Each procedure has been designed for the safety of staff and clients and for a consistent, high standard of housekeeping. Staff are provided with training in these procedures, are monitored in performance of the procedures, and evaluated in their effective use of them. Training also includes education on different hazardous materials with which staff may come into contact when carrying out their assigned work tasks. The complete list of procedures is included in a Shelter Policy and Procedures Manual and made available to all employees.

Shelter staff is responsible for cleaning of the facility. Thorough daily cleaning of all client areas include living quarters, serving and dining areas, and common areas are done using institution strength anti- bacterial products. Bathrooms, showers, and eating areas are given priority attention. The serving and dining areas are cleaned according to strict health standards after each meal. Office space is cleaned weekly or as needed by Shelter staff and partner organizations using the space.

To prevent cross-contamination, clients are encouraged to store personal toiletries in plastic sealable bags on their beds when not in use. Clients are assigned a set of linens at intake for their use while in the shelter. The client is responsible for making and maintaining their bed each morning. Staff washes linens and client laundry weekly in hot water with bleach (except when cleaning clients’ colored laundry) unless special circumstances require more regular cleaning.

All staff practice universal precautions in handling laundry, cleaning of facility, and general self-health care. Specifically:

● Staff wear appropriate protective garments (i.e. gloves) while completing tasks;

● Staff use recommended disinfecting cleaning products for each area of facility;

● Staff practice required hand-washing procedures;

● Serving staff are trained in and practice required food-handling procedures;

● All client clothes are washed upon initial intake and weekly thereafter;

● All laundry is handled according to safety and washing procedures;

● Staff and volunteers follow a set of Program Rules and Regulations for working when they are sick/contagious.

The outside grounds are included in the housekeeping standards and schedule. The facility’s outside spaces, parking lot, and green areas are cleaned daily from debris and litter. Chairs and tables are cleaned regularly according to agency standards,

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and more often when needed. Minor repairs of the facility and grounds are completed by the Shelter staff. Any major repairs or work requiring specialized training are completed by approved vendors.

The Multi-Service Center areas are also included the housekeeping standards and schedule. The Service Partner agencies must adhere to housekeeping procedures as outlined in their MOU agreement. Service Provider Partners are expected to respect and keep their areas clean after usage.

2. Pets, ESAs and Service Animal Policies

If space allows, clients are permitted to bring pets, defined as a dog, cat, or recognized service animal, excluding exotic and wild animals.

Only registered animals that are spayed/neutered, have proof of current licensing and vaccinations in Orange County are allowed at the facility. Animals coming into the shelter must also be kept free of fleas, ticks or other pests/parasites. Animals are permitted to stay in the shelter and living areas and must stay in the provided kennels or on a controlled leash while on the grounds.

In order to confirm that an animal is considered a Service Animal, staff may ask if the animal is needed to help with a disability that the client is experiencing, and what specific task the animal can perform.

Because there is no legitimate Service Animal Registry, no registration, Service Animal ID or special tag or vests are necessary.

The health and well-being of all animals brought into the shelter is the sole responsibility of their owner. Clients must feed and clean up after their animals, and Shelter Staff is not required to provide food, although animal food may be regularly available through donations from the program’s partners. Clients who are unable to care for or feed for their pets or cannot control them while at the shelter are asked to remove the pets from the facility.

If the Shelter Operator partners with a Veterinarian, clients may be required to keep regular pet-health appointments.

3. Possession and Use of Controlled Substances

The Shelter Operator has strict policies prohibiting the possession or use of alcohol or controlled substances at or in the vicinity of Buena Park Navigation Center and its Shuttle Pickup Locations by employees, residents, clients, and general public.

It is the intent of the Shelter Operator to promote a safe, healthy and productive environment for everyone. Staff recognizes that the illegal and/or excessive use of drugs and alcohol, or the inappropriate use of prescribed drugs is not conducive to a safe living environment. It is the objective of the Shelter Operator to have an environment that is free from the influence of controlled substances and alcohol at all times on premises. The unlawful purchase, possession, transfer, manufacturing, distribution, dispensation or use of any illegal drug is inconsistent with the objective of operating in a safe and efficient manner and is strictly prohibited and is contrary to mission of Buena Park Navigation Center.

4. Policy for Drug Possession

Staff reserves the right to refuse entrance to any client who is noticeably under the influence and exhibiting behavior that is unsafe or inappropriate due to influence. If alcohol, illegal substances, or paraphernalia are found in client’s possession after they have completed entry paperwork and necessary security screenings, that client may be issued an Action Plan which may result in the termination of their enrollment, depending on the type of contraband. They may be given a time frame of their next eligible readmission date. The illegal drug or alcohol is disposed of and documented by two staff following written protocol in a Policy and Procedures Manual.

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5. Security, Use and Access of Prescription Medications

Clients are allowed to hold and control their own medication, provided that they maintain a current prescription and that the medication is kept in the appropriate original container. If a medication needs to be refrigerated, the medication is packaged and labeled with person’s name, bed number, and name of medication and placed inside a designated locked refrigerator which can only be accessed by staff.

Clients whose medications are stored in the locked refrigerator can retrieve them as soon as possible by placing a request to the staff on duty. The clients are responsible for the safe keeping of and taking their own medications within limits of how they are prescribed. Only the person whose name is on the medications is able to retrieve them.

6. Client Use of Over-The-Counter Medications

Use and storage of over-the-counter medications follow the same policy and procedures of prescription medications, although identification cannot be verified in this case.

7. Client Access to Emergency and Medical Care

Clients can access medical care at any time. They should communicate to the staff on duty their need for medical care, if possible. Medical support can be accessed through the onsite Medical Wing and/or through local hospitals if and when access to the Medical Wing is not available.

If a client requires first aid items, they may access them from a shelter staff member at the service desk. The staff member may assist the client in basic first aid care with the client’s permission, as he/she will be trained in using universal precautions.

In case of a seizure, staff are trained in appropriate safety precautions and call for support from the Medical Wing staff or 911 if a seizure persists or causes bodily harm. If a client needs emergency or serious medical care, the staff on duty will call 911 and follow the 911 operator’s procedures. In case of an injury, staff will not move the client. They will contact other staff, call 911, and if appropriate, check breathing and pulse and begin CPR if needed. One staff member or trained volunteer will attempt to keep the client comfortable and keep other clients away from immediate scene, while another staff member will wait for medical personnel, give medical personnel information about client, and direct them to client. For non- emergency incidents, staff will assess the situation and connect the client with an appropriate care provider such as: on-site medical partner, urgent care, referral to the clients primary care doctor, on a case-by-case basis.

Program staff are also trained on the use of the overdose rescue drug known as Narcan. Program staff work with community partners and distributors to ensure that Narcan is available in strategic locations within Buena Park Navigation Center.

The Program Manager will be called as soon as possible following a major incident. After any client emergency or incident has been controlled, the lead staff member completes an Incident Report form which will be sent to the Program Manager and higher-level staff as needed.

8. First Aid Equipment, Supplies and Procedures

The Shelter Provider and/or Medical partner has first aid supplies available at all times. The first aid kits are inspected monthly, updated as items expire, and re-stocked after each use. Staff members are trained annually in universal precautions, basic first aid care, and Mental Health crisis. Any incidents occurring at Buena Park Navigation Center requiring first aid are documented in the daily report and an Incident Report is prepared and sent to Program Manager and other higher-level staff as necessary.

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9. Policies & Procedures for Disease Prevention

The Shelter Operator has protocols for prevention and treatment of certain diseases and conditions such as seizures, diabetic episodes, mental health episodes, lice, bed bugs, influenza, and other communicable and contagious diseases, and will operate in compliance with guidance from County Health Care Agency and the Center For Disease Control. Clients are screened for wellness upon intake to the shelter to limit the risk of exposing the shelter to communicable disease. Universal precautions are practiced at all times in handling of fluids, client clothing, laundry, and in all cleaning of premises.

When an accident or injury to an employee or client occurs or when there has been damage to Shelter property, staff follows a set protocol which includes:
• Immediately contacting Supervisor about the situation • Dealing with any injuries
• Securing the accident scene by obtaining names, addresses, and phone numbers of witnesses if possible, taking photos if possible, and noting any unusual circumstances • Recording all necessary information to complete a formal report • Not accepting any responsibility on behalf of the Shelter Operator • Reporting accidents and injuries within 24 hours to insurance carrier If a client shows symptoms of a contagious disease or other public health concern that might threaten another person, the Operator will follow guidance of County Health Care Agency and the Center For Disease Control. If the health concern is serious enough, staff may require that the client immediately leave to be seen/evaluated at a local hospital. If a client leaves due to disease, the bedding and client’s clothes are washed, bed cleaned, and bedding replaced on bed. Clothes and belongings are stored in designated area and held for the maximum amount of time permitted. The Shelter operates to conform to best health practices and concerns.

Universal precautions are used for all handling of client possessions. Staff follows hand washing techniques recommended by the Health Department.

All staff are regularly tested for TB as required by OSHA standards and written in the Shelter Operator’s Policy and Procedures handbook. If a client shows symptoms of tuberculosis, the client is sent for medical diagnosis and asked to receive a TB test. TB testing can be made available to clients through the Medical Services on-site as a community health benefit.

M. Food Policies

1. Provision of Nutritional Needs of Clients

The Shelter Operator provides a breakfast, lunch and hot dinner to each client every day. Meals are prepared off site by a third-party vendor and brought to the site to be served in the serving area. Meals are nutritious and healthy including a variety of fruits and vegetables. Accommodations can be made on a case-by-case basis for clients with dietary restrictions.

Clients in need of specialty diets may request such a diet by submitting a Request for Accommodation to the Program Manager.

The Shelter Operator includes in its in-kind donation strategies, opportunities for food donations and partnerships with local food banks. The Shelter Operator also works with community and church partners and existing community meal service programs to offer opportunities to feed the homeless individuals at the shelter.

Tables and chairs are set up for meals in the Commons Dining Area at the scheduled meal times.

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Food is served at designated times of operation for registered shelter clients only. Clients of the Multi- Service Center would not be permitted to access the dining area, nor would they be allowed to participate in daily meals.

2. Meeting the Health Department Standards

The Shelter Operator will meet all Health Department standards. Provisions for the Sanitary Storage and Preparation of Food Buena Park Navigation Center has adequate space for storage of dry foods, refrigerated foods, and supplies. Separate and secure refrigerator/ freezer space is made available for client medications. The Shelter Operator may provide extra refrigeration and freezer appliances as needed to supplement safe storage of food, if space is available. Current certificates of food handling safety are posted in the serving area. Any volunteers will be supervised by an authorized employee.

All serving area storage areas are cleaned on a planned schedule and outdated food is disposed of. There is a rotation schedule for the storage and use of food in the refrigerators, and dry goods pantry that maximizes use of food so that it does not become outdated.

N. Transportation Policies

The policies for travel to and from Buena Park Navigation Center are designed to safely support client needs and minimize potential impact on the adjacent residential neighborhood and businesses.

The following transportation measures have been implemented:

1. Transportation Flow ON and Off Property

The Shelter Provider implemented a plan for safe and effective flow of traffic on and off the property based on the schematics of the shelter grounds and surrounding neighborhood. Considerations include provisions for pedestrian, bicycle, personal transportation and bus and shuttle services.

2. Pedestrian Traffic

The shelter operates by bed reservation only and no walk-ins are accepted. The clients are expected to utilize the transportation options that are provided to them by the Shelter Operator, unless they own and drive a personal motor vehicle.

Any individual that does walk-up receives information on how to make a bed reservation and is provided transportation to a self-directed location out of the surrounding area to return only when the established reservation protocol has been followed. If a person walks up who refuses transportation off-site, they are notified of the Good Neighbor Policy, and are closely monitored as they leave the area.

3. Bicycle Traffic and Parking

Bicycle racks have been provided on site. Bike locks will be encouraged but are the responsibility of the client to obtain.

Clients must complete a simple registration process for any bicycle brought onto the property, and is limited to only one per person. Bus and shuttle transportation vehicles have been designed to transport bicycles to mitigate foot traffic. Bicycles are not allowed to be ridden on or off the facility.

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4. Shuttle Transportation Services

Access to the shelter is provided via on-site shuttle transport vehicles.

It was recommended that there be a minimum of three (3) designated drop-off/pick-up locations (Shuttle Stops) that provide ample geographic range for qualified clients seeking shelter services. Several Shuttle Stops were selected by the host city/police department and/or in collaboration with neighboring police departments. The operator does not drop-off/pick-up other than at agreed upon locations unless in exigent circumstances, or with close personal supervision for housing-related travel.

Daily shuttles are provided to transport all screened clients to the Shelter Site. Security guards ride with the shuttle in the evenings to ensure only prescreened clients with bed reservations receive transportation to the shelter. The Shelter Operator also conducts random daily checks of a ½ mile radius around the shelter, as well as the area immediately surrounding the Shuttle Stops to enforce shelter rules and avoid loitering and homeless congregations.

To avoid long-term loitering at the Shuttle Stops, clients may arrive at the Shuttle Stop fifteen (15) minutes before the start of the earliest shuttle departure times. The Shuttle Stops are an extension of the shelter and thus any violation such as loitering constitutes a violation of the shelter rules which will be strictly enforced.

The shuttles provide pick-ups beginning at 4:00 PM and 7:00 PM, transporting new and returning clients. Prospective new clients must be present at designated pickup locations at a pick-up time agreed upon at the time of referral or they risk forfeiting their bed.

In the case of special circumstances, and only if arrangements have been communicated by the client to their Housing Navigator or Management the prior evening, returning clients who are unable to return to the shelter at the designated time and utilize the second shuttle may use alternate private or public transportation to return to Buena Park Navigation Center.

Each morning, two shuttle services are provided for clients who desire to leave the shelter for employment and other personal appointments. The scheduled start times are 6:00 AM – 10:00AM.

5. Personal Vehicle Transportation and Parking

The Shelter parking lot is available to clients, staff, volunteers and vendors.

6. Staff Transportation of Clients

Shelter staff members are prohibited from transporting clients in their personal vehicles. Only designated driver staff in shelter owned/operated or contracted vehicles may transport clients, and only for shelter- related purposes.

7. Delivery of Shelter Good and Community Donations

Deliveries of goods donations are to be dropped off in a designated area. The planned location for these designated drop- offs can change depending on on-site activities and take into consideration pedestrian, bike and other vehicle traffic routes to minimize safety risks and impact to the shelter site and surrounding area.

Deliveries of supplies from contracted vendors occur approximately 3xs weekly. The delivery of community donations by private donors occur sporadically and as available. Staff is available 24-7 to ensure safe and effective deliveries of any materials if needed, though it is the intent of the Shelter Provider to receive all deliveries of goods and/or donations will occur between the hours of 10:00 AM and 4:00 PM daily.

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O. Financial Policies

1. Financial Requests from Clients

Financial requests from clients (such as for Bus Passes or ID Vouchers) must be requested and received through their Housing Navigator or Site Lead. Clients will sign a designated log when they receive the requested item. All bus passes and vouchers are kept in a locked safe in a locked office or closet at all times when not in use.

The Shelter Operator offers these financial assistance opportunities to clients, when available, and according to basic priority levels based off reason for request and status of housing plan. The Shelter Operator is not obligated to fulfill all financial requests from clients that they receive.

2. Client Possessions and Funds

No clients’ personal funds or money are handled by the Shelter staff. Clients with funds that they keep while at the Shelter are solely responsible for their security and safety. It is recommended by staff for clients not to have funds on site to the extent possible, and to store wallets/purses, electronic devices, and any cash in appropriate locked storage. The Shelter Operator has a policy of not being responsible for lost or stolen items that is included in a Policy and Procedures Manual, listed in the signed Client Expectations agreement, and read with new clients at the time of intake.

Clients are not permitted to give cash to staff at any time, for any reason.

3. Annual Outside Audit

An independent financial audit of the Shelter Operator is completed on an annual basis. A most current audit is kept on file at the Shelter Operator’s administration offices and may be viewed as necessary.

Buena Park Navigation Center is also subject to an annual program monitoring. It is the responsibility of the Shelter Operator to correct any deficiencies reported by the audit within the time limits available to them. Failure to comply may result in the termination of their Shelter Operator contract.

4. Financial Reports Review

Financial reports may be produced each month by the accounting department of the Shelter Operator. These reports may be reviewed by an appropriate Buena Park Finance Designee.

The Shelter Operator reviews financial statements and budgets with each Program Manager on a regular basis. Adjustments are made in spending as necessary.

P. Legal Policies

1. Policy for Compliance with Local Laws

The Shelter Operator follows all Orange County Fire Code requirements, and has staff trained for food handling, CPR, fire drills and other disaster evacuation procedures. The Shelter Operator and staff work cooperatively with local law enforcement to communicate any breaking of laws by clientele while on its premises. Additionally, Shelter staff and

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management cooperate with law enforcement agencies on investigations for persons wanted for crimes as much as is possible while maintaining policies on client confidentiality.

2. Policy for Compliance with Labor Laws

The Shelter Operator complies with all required labor laws. OSHA training and reviews are done during staff meetings on an annual basis. OSHA flyers are posted in administrative offices.

The Shelter Operator’s wages are at or above minimum wage. Employee breaks, meals, and overtime are monitored legally and compensated as needed. The Shelter Operator is contracted with a company to examine any work injuries. The proper incident reports, Workmen’s Compensation forms, and requirements are completed.

Q. Non-Discrimination Policies

The Shelter Operator adheres to a policy of non-discrimination which is stated in the Shelter Operator’s Policies and Procedures Manual.

The Shelter Operator does not discriminate in the provision of client care based on age, race, color, religion, sex, sexual orientation or gender identity and expression, marital status, geographic, national or ethnic origin, HIV status, disability, or veteran status.

1. Policy for Compliance with Americans with Disabilities Act

The Shelter Operator complies with appropriate standards of The Americans with Disabilities Act (ADA). The Staff is trained about and is cognizant of any physical disability upon entrance of the client and can assist as needed to conquer any barriers from the structure of the building. Staff receives training to work appropriately with persons with disabilities. All persons are treated with dignity, value, and worth.

2. Gender-Specific Programming Policy

Persons accessing Buena Park Navigation Center services are classified as the gender for which they identify. Staff provides beds to persons of all gender identities, expressions and sexual orientations with due regard to privacy and client rights.

Bathrooms and showers have been constructed with equal privacy for all clients, regardless of sexual orientation, expression, or identity. One all-gender restroom is available at Buena Park Navigation Center. All programs and services are available with the dignity of all clients as highest priority.

3. Sexual Harassment Policy

All clients, volunteers, and employees are expected to be able to coexist at Buena Park Navigation Center in a Trauma- Informed environment, free from sexual harassment and inappropriate sexual behavior.

The Shelter has a zero-tolerance policy for sexual harassment and inappropriate behavior of a sexual nature. No sexual harassment is tolerated by anyone on the facility grounds - including by staff, volunteers, or clients. Clients, staff, and volunteers are notified if in the Shelter Operator’s sole discretion any of their remarks, advances, gestures, or attire constitutes sexual harassment toward any person in the facility.

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Anyone who believes he or she has been the subject of any such behavior is urged to report it to the staff or supervisor immediately. In the event an individual comes forward with these concerns, a report will be completed and taken to appropriate staff or supervisor for resolution. Reported incidents are investigated on a confidential basis. Provisions are instituted to guard the safety and emotional health of persons who have been victims of a reported incident, as well as any persons initially accused of harassment. If after proper review a person is found to have engaged in sexual harassment or inappropriate behavior of a sexual nature, they will be subject to disciplinary action including possible immediate exit from program or termination from employment.

4. Policy Regarding Sex Offenders

The Shelter Operator has strict requirements for the safety vulnerable adults and children who may frequent the surrounding area. Staff and volunteers are trained in sex abuse definitions, sex offender policies, child abuse, and vulnerable adult abuse. All employees must review this training yearly and be documented to have passed its standards.

As mandated reporters, the Shelter Staff follows federal law requirements in reporting sex offenders. All clients are screened against national sex offender databases, through the National Sex Offender Public Website. Screening is conducted at the time of reservation, and no potential participants with a registered sex offense will be allowed on the shuttle or admitted as clients.

R. Confidentiality Policies

1. Personal Confidentiality

People seek help from emergency shelters at a difficult time in their lives. Their need for service and the help that can be given is determined through sharing of factual and personal information. For this to be effective, every client must be able to trust that every staff member and volunteer hold confidential the shared information.

Therefore, the Shelter staff and Shelter Operator keep strict confidentiality practices as written in its internal Confidentiality Policies. These practices include:
1) Fact of Participation: The fact that an individual is or has been a participant in Buena Park Navigation Center is not disclosed except, where absolutely necessary and after disclosure has been allowed by the client.

Inquiries by visit, telephone or letter regarding a participant in the program is answered with the statement that information as to whether a particular person is or has been in residence cannot be divulged; that if in fact the individual is in residence, they will be advised of the inquiry, and that, at their discretion, they will or will not communicate with the inquirer.

2) Disclosure to Other Agencies: Disclosure of client information to other social service agencies, whether on a referral to or from the agency, generally is permitted only with the person’s written consent. Information is withheld where enjoined by law and where by contract The Shelter Operator has agreed to maintain the confidentiality of client records (as under the Privacy Act.)

Disclosure of information relating to program participants is not be made to employers, credit agencies, unions or other similar organizations, except at the request, and with the consent of the participant.

3) Information to the Client: In some situations it may be required by law to disclose certain participant information contained in their own case record. Information disclosed should be limited to that which is included in the formal case record. The formal case record should contain factual information and shared documents, not progress notes or staff observations. Information provided by other agencies is also not to be shared.

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4) Law Enforcement Agencies: Formal requests for information regarding clients originating from law enforcement agents are referred to the Shelter Operator’s Management Team and Directors, and if necessary, its Legal Department. Before any official action is taken on any legal request, staff will contact their Legal Department as there are boundaries in place to determine the sharing of information with law enforcement personnel according to its policies on client confidentiality (as stated in the Shelter Operator’s Policy Manual) and applicable law.

When an arrest warrant or a search warrant has been issued by a court after a showing of probable cause, if such a warrant is presented to the facility relating to a client in the residence, staff cooperates with the law enforcement agency in making the arrest or the search, preferably in a manner which will involve the least disruption of the program at the facility. This kind of visit by Law Enforcement will be followed up with an Incident Report by staff.

5) Written Consent: If there is any doubt as to whether client information should be disclosed, the consent of the client is first obtained, except as otherwise required by law. The consent will be in writing on a Release of Information form and will identify the information to be disclosed, the person or agency to whom it will be disclosed, and the purpose of the disclosure, and the period of time during which authorization is granted.

6) Abuse Reporting: The Shelter Operator and Shelter staff comply with all state and municipal laws requiring reporting to governmental agencies of instances of child abuse, domestic violence and elder abuse. Staff reports any suspicion or evidence of child abuse or vulnerable adult abuse according to the law’s requirements. All staff persons at the shelter are mandatory reporters. An incident report would also be completed and submitted to the Program Manager and any higher- level staff as needed. All staff is trained at the time of hire to spot signs of abuse and to properly document and report it. Trainings are repeated annually.

7) Harm to Self or Others: If a client at the shelter program shares with a staff person a viable threat to do harm to self or another, the terms of confidentiality can be revoked, as in the case of suicidal or homicidal admittance.

2. Database Confidentiality Policies

Only trained staff, Employment and Housing Navigators, and management staff are authorized to access the HMIS Database.

Each staff person must have a separate password for entry. Staff is only to use computers that are authorized and HMIS compliant. No persons without a username and password set up by the Shelter Operator’s IT department will have access to staff-only computers.

3. Exceptions to the Confidentiality Policy

All clients are informed that when the law requires Management to disclose client-related information, such as to prevent danger to self or others or to report child and elderly/vulnerable adult abuse, Staff will do so.

4. Grievance Policies

The grievance procedure is applicable for any conflicts or disagreements between clients and clients and clients and staff.

For example, the grievance process may be employed to address disruptive behavior or appeal incorrect formal action.

However, in no way does the grievance procedure suspend the rules or consequences established in the Shelter Rules signed upon entering the program. Clients have the right to file a grievance without the fear of harmful repercussions from staff or other residents.

5. Receiving and Posting

The Grievance Procedure is clearly posted in the Policy and Procedure Manual and available to clients at the shelter facility.

It can be easily found in a dedicated binder on the counter at the front Service Desk. Also, posters with this information can be found on the walls of the shelter. A client is given a copy of the Grievance Procedure when a conflict has occurred that cannot be resolved satisfactorily between the client and a staff person or another client, or the client has a complaint about an event that occurred at the Shelter involving that client. The Grievance Procedure will be read by the client and the client may decide which follow up forms they would like to proceed with completing if follow up is necessary. These forms include

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a Request for Consideration form, a formal Grievance Form, as well as a Termination Appeal form. Each form may be filed to begin a grievance investigation and follow up at different levels of management within the Shelter Operator.

6. Meeting with Staff

A program participant can file a grievance to dispute any action or inaction within 48 hours, by submitting a Formal Grievance Form to the Program Manager. The Program Manager will review the grievance to determine if the issue can be immediately resolved at their level of supervision. If the Program Manager is unable to resolve the grievance, or if they are named in the grievance themselves, they will immediately forward it to the Regional Director, who will make every effort to investigate and provide a written decision within 10 business days.

The grievance procedure does not suspend the rules or consequences established in the Shelter Expectations.

Clients have the right to file a grievance without fear of harmful repercussions from staff. The client also has the right to request a 3rd party to assist them through the grievance process. If they choose to have a 3rd party present for the grievance, the client must file a signed release of information prior their involvement.

Step 1:

If you wish to file a grievance, you may obtain a Grievance Form from any program staff member. They are also located within this binder.

Grievances should be written clearly and include the names of all parties involved, a detailed account of the problem and requested action to be taken. Any staff member may assist you if you need assistance in completing the form.

Formal grievance forms should be submitted to the Program Manager. If the complaint is directed towards the Program Manager, the client should submit their grievance directly to the Regional Director whose information can be located on the grievance form.

Step 2:

The Program Manager will confirm their receipt of and provide a thorough review of any grievance within 3 business days. If the Program Manager can resolve the grievance, they will provide a written determination to the client during that time.

If the issue cannot be resolved at the Program Manager level, the Grievance will be forwarded to the Regional Director.

Step 3:

The Regional Director will review grievances submitted and investigate the complaint and may acquire all documentation and interview involved parties, as necessary.

The Regional Director will make every effort to resolve the conflict or concern with the client and parties involved within 10 business days of receiving the Grievance from the client. This will include an opportunity for the client to discuss their concern, during a meeting, phone call, or videoconference with the Regional Director. The Regional Director will provide a written determination to the client during that time.

Step 4:

If after receiving the final determination from the Regional Supervisor, the person filing the grievance may appeal the decision by writing to the Chief Program Officer (or the Chief Operations Officer if the Chief Program Officer made the prior grievance determination) within 10 business days of receiving the written decision. The Mercy House Officer receiving the appeal shall issue a written decision in response to the appeal no later than 10 business days after its filing.

Step 5:

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Clients may also complete the County Grievance Appeal Process that may be filed after the Grievance and appeals process is completed. Information regarding this step will be kept in the Grievance Binder at the Front Desk of every program.

7. Whistleblower Policy

Clients have several ways in which they can share a grievance – verbally or written, anonymous or through a third party. A Suggestions-and-Grievance Box is available in the common area and is checked weekly by staff.

Confidentiality is strictly kept between the person making the complaint and the Program Manager which will withhold information internally to the extent prudent where a complaint involves a staff member or volunteer. The Grievance Procedure will be clearly posted in the Policy and Procedure Manual and available at the facility.

SECTION III. STAFFING AND MANAGEMENT PLAN

A. Staff Policies

1. Hiring Policy

The Shelter Operator is an equal opportunity employer. A copy of its applicable Equal Opportunity and Affirmative Action Policy is available in the Employee Handbook and through the Human Resources department of the Administrative Offices.

All staff positions and newly hired staff are approved by the Human Resources department, Directors and Program Manager, and are thoroughly vetted through a new hire process as outlined below.

2. Screening Procedure

Position openings are posted on various employment-search networking websites. Potential applicants are screened through a two-step interview process.

The first interview is typically scheduled with the Human Resources. If deemed eligible, the applicant may conduct an interview with their potential manager or supervisor at the agency. The Shelter Staff is hired into at-will employment and are subject to annual staff review and probationary training periods overseen by the Program Manager.

3. Acceptance Procedure

A completed application packet is sent to the head of the Human Resources Department who conducts a thorough background check. Every potential applicant is screened for active warrants, violent felony convictions, sexual offenses which require registration, and legal ability to work. Any staff who are in direct contact with clients are also required to complete Tuberculosis screening as well as training for mandated reporting policies. The applicant must successfully complete all screening requirements before they will be able to begin working directly with clients.

Upon hire, the new employee signs a formal job offer form and is provided a job description informational sheet for their records. They also attend a general program orientation led by the Human Resources Department. This orientation covers important topics, such as but not limited to, sexual harassment policies, and appropriate interactions with co-workers, volunteers, and clients. Training places a heavy emphasis on appropriate conduct between staff and clients and all new hires are expected to adhere to these practices when interacting with clients. Program Managers complete a more lengthy program- specific orientation process.

4. Staffing Policies for Safe Humane Environment

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The Buena Park Navigation Center is staffed to provide the safest, most dignified environment for all clients. The Navigation Center will be considered a non-bullying environment.

All staff are easily identifiable and are required to wear Shelter Operator- Approved shirts or vests. Staff will be scheduled to optimize safety of staff, volunteers and clients and to provide optimal coverage during hours of high volume.

The Regional Director of Emergency Services is responsible for the performance of all Buena Park Navigation Center Activities. Their primary responsibilities include program management, development, and community relations, which includes supervising the Program Manager of Buena Park Navigation Center.

All Shelter operations and staff are supervised by the full time Program Manager. The Manager is a full time, salaried position with at least 2 years of direct life experience working with long-term homeless, low income, and diverse populations. The Program Manager is responsible for coordinating all program services for Buena Park Navigation Center.

Primary responsibilities include supervising support staff. This position reports directly to the Regional Director of Emergency Services.

The Site Leaders are responsible for overseeing daily services and activities in Buena Park Navigation Center and provides support for the Multi-Service Center services. They oversee all shelter activities including logistics and client intake, oversee distribution of services, and assist in coordination of volunteers and supportive services. They provide support to staff during designated shifts and assign tasks, oversee administrative duties that support program services. The Site Leaders report directly to the Buena Park Navigation Center Program Manager, reporting any staff or shelter issues as needed.

The Logistics Coordinators are responsible for providing supportive services and logistical support to Buena Park Navigation Center during designated shifts. This position requires a flexible work schedule including weekend, morning, evening, and holiday shifts to provide optimal coverage during Shelter hours. This position reports directly to the Buena Park Navigation Center Program Manager, and by proxy, the Site Leaders. This position assists with shelter setup and maintenance, cleanliness and safety of facility, assisting and receiving orders from vendors, laundry, and more as needed.

The Housing Navigator position requires at least 2 years of direct life experience working with long-term homeless, low income, and diverse populations and have working knowledge of mental health and addiction issues. The Housing Navigator provides housing navigation assistance to Shelter clients and conducts an individual assessment of needs, followed by provision of targeted services focused on returning individuals to permanent housing as quickly as possible. The Housing Navigators conduct the VI- SPDAT assessment, determine eligibility, enter assessments into Central Intake System for prioritization and linkage to housing provider, help clients obtain necessary documents, and provide individuals with employment guidance and community resources. When clients are referred to other programs, the Housing Navigator can provide a warm hand-off to the service provider. The Housing Navigator is also responsible for accepting new referrals, completing the Diversion Questionnaire and new client intakes, and prepping all data to be ready for handoff to the Data Entry Specialist.

The Data Entry Specialist manages the HMIS and data for reporting requirements. They are responsible for ensuring that HMIS and Coordinated Entry data is complete.

The Overnight Coordinator is a full-time position that covers overnight logistics shifts at Buena Park Navigation Center. They resolve conflicts and file incident reports as necessary, report violations and general events in the daily log. This position is largely Logistics based, and a significant amount of cleaning is involved. They also oversee 3rd shift Security crew and conduct safety checks. The Overnight Coordinator provides general support for clients, ensuring their safety during the night.

Volunteers assist with daily ongoing operations of the shelter, and can be utilized every day of the week. Volunteers help the Shelter Staff with setting up and serving meals, clean-up, laundry, daytime activities, as well as minor administrative duties and distribution of donations. There are also opportunities for Volunteers to do special work projects on-site or to hold special events.

All volunteers are assigned to duties that are appropriate for their age and activity level. It is important that volunteers be reliable, and all staff treat them as a vital component of shelter operations.

All the positions requirements and descriptions will be available in the Shelter Operator’s Human Resources Department and will be also made readily available to all staff. Please see attached job descriptions.

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B. Policies for Staff Training

Buena Park Navigation Center Program staff are trained in emergency evacuation, first aid procedures, mandated reporting policies, crisis intervention, and CPR procedures. These trainings are repeated and updated annually and as needed. Staff also receives additional training on different topics as opportunities arise and are needed.

Each staff member also receives on-going in-service training in crisis management. Staff also trains in Strengths-Based Approaches and positive communication skills. Each staff member is required to attend annual training to update and improve their knowledge.

Documentation of training is kept by the Program Manager and is provided to the Head of Human Resources for filing, when appropriate.

Security staff undergoes sensitivity training to better equip them to work with homeless clients, and those in crisis.

1. Emergency Procedures – Evacuation, First Aid, and CPR, 911 Reporting

Program staff are trained in fire, earthquake, and chemical spill evacuation procedures when hired and annually. Evacuation drills with all staff and clients are held and recorded quarterly. Evacuation protocols are recorded in the Program Manager office for reference.

Evacuation routes are posted throughout the facility. Staff is trained in first aid and CPR procedures annually. 911 reporting is taught in orientation and reviewed annually. CPR certificates will be kept in staff files. Universal precautions will be followed.

2. Safety Conduct – Prevention of Abuse, Crisis Intervention, Conflict Resolution

The Shelter Operator staff is trained in identifying and the prevention of child abuse, vulnerable adult abuse, and sexual harassment titled. Each staff will complete this training program annually.

All Program staff complete a course in conflict resolution and crisis intervention upon hire and annually. Records of completed trainings are kept in Human Resource files.

3. Appropriate Behavior for Dignity and Respect

Operations, Program, Administrative and Management staff are trained in a Strengths-Based, Trauma- Informed model of client care. They are trained regularly, including at time of hire, on the best methods of working with, treating, and responding to clients who have had difficult and traumatic life experiences.

Each staff member is expected to put these models to use in every interaction they have with clients and potential clients.

Staff members are offered training regularly and expected to participate actively. Notice of completion is recorded in staff files, and each staff member has access to this information in a readily- available staff handbook.

4. Communication

Shelter staff undergoes training in communication skills – such as handling phone calls, confidentiality policies, crisis management and de-escalation of conflict. These communication skills are reinforced through practice and reviewed at regular staff meetings and reviews. Specialty courses covering topics such as communication skills with mentally ill persons, receptionist skills, communication with difficult people, and conflict resolution are completed where needed.

5. Resources and Referrals

Operations, Program, and Housing Navigator Staff are oriented to resources, homeless services, and organizations for collaboration and referral. They are also trained staff who can connect clients to the Coordinated Entry System, as a system designated Entry Point. Resource lists are updated monthly and kept on-site.

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Protocols for offering and accepting referrals from other agencies are in place, reviewed by staff, updated, and kept in a manual.

6. Mental Health and Addiction Skills

All Program staff attends mental health training events which include naming of symptoms, co-occurring diseases, de- escalation techniques, and safety protocols. This training is done at time of hire and revisited annually. Special speakers may present workshops on various aspects of mental health diagnoses, symptoms, and care when available. Staff is trained in symptoms of drug abuse, and referrals for treatment. Recovery programs are encouraged and off-site referrals are made as appropriate. Though sobriety is not a requirement to stay in the shelter or participate in services, clients are expected to be able to practice self-care, follow all rules and expectations, and behave appropriately and respectfully toward staff, volunteer, and other clients. Drug misuse at the shelter is prohibited and can result in immediate exit from the program.

7. Self – Care

Regular staff meetings are held for all staff. Part of the purpose of these meetings is communication and processing of stressors while working in the difficult environment of a large scale Year-Round Emergency Shelter Program. Staff will be welcome to participate in team-building activities throughout the year, including holiday parties, and events with co- workers.

All staff is trained in effective communication with coworkers and in proper techniques to address coworker harassment and stressors and are aware of the importance in practicing self-care. Staff has been informed of the existing open-door policies with supervisors and the Human Resources department.

8. Annual Staff Evaluation and Training Plan

All staff are evaluated by their direct supervisor at 90 days from their hire date and at semi-annual intervals. The evaluation form is stored in the employee file held at the Human Resource office.

9. Documentation of Staff Training

Attendance of and participation in staff training is recorded in each staff file by the Program Manager. Trainings required by all staff members are also recorded in the Human Resources file to ensure each member’s knowledge and information is kept up-to-date.

C. Volunteer Policies

1. Selection, Screening, and Background Checks

The Shelter Operator actively recruits through a variety of sources, including schools, church groups, and community programs. Volunteer Recruitment events are held regularly in order to increase the number of volunteers that serve at Buena Park Navigation Center.

Individuals as well as groups are invited to volunteer at the shelter. Children aged 13 and older will be able to volunteer, however they must be accompanied by an adult or legal guardian and that person must be registered to volunteer on the day they appear.

All potential volunteers are screened for sex offenses and criminal background checks before being confirmed for volunteer duty.

2. Orientation and Training

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The Shelter Operator includes a Volunteer Coordinator in its staffing plan to support volunteer coordination efforts at the shelter. The Volunteer Coordinator will handle on-site task training of the volunteers.

Before beginning service, volunteers are provided an Application and Agreement that includes information about volunteer duties, appropriate conduct with clients, staff, and other volunteers. Each volunteer is required to sign this Agreement before they are assigned any duty at the shelter.

Volunteers who do not agree with the requirements or refuse to sign will not be assigned a duty and are not able to volunteer at the shelter.

Volunteers sign up for an open position, time and date using online volunteer scheduling software. Volunteer Development staff from within the Shelter Operator calls and confirms the volunteer’s date and time and to provide them with the location of the shelter and any necessary important information.

Volunteers are trained on-site at tasks by the Kitchen and Donations Coordinator on duty. Any tasks that require a trained staff member are supervised by that staff member to ensure accuracy and cleanliness.

Volunteers are given opportunities to attend community forums and events to receive more training about community resources and network with other community agencies.

Volunteers are expected to adhere to a strict code of ethics and standards. Any found in violation of this code will be removed from the facility and may be limited in future volunteer opportunities.

3. Volunteer Code of Ethics

a. Each volunteer must maintain a firm commitment to professional conduct

Volunteers of Buena Park Navigation Center are expected to maintain the highest level of moral, ethical, and professional conduct while at the site. Volunteers are not allowed to engage in verbal abuse, inappropriate jokes and stories, or any type of inappropriate interaction with staff or clients.

b. Limiting Relationships with Clients

Volunteers are prohibited from developing dual relationships with any clients they meet through their involvement at Buena Park Navigation Center. Examples of dual relationships include (but are not limited to) a volunteer entering into a business, romantic, or sexual relationship with a client.

Soliciting clients for their business is also strictly prohibited.

Volunteers are not allowed to be named as having authority to make decisions for a client under any type of power of attorney or other legal procedure.

c. Food and Other Substances

Volunteers are not allowed to consume any food items or drinks supplied by Buena Park Navigation Center while volunteering, unless a special event involves food specifically for clients AND staff. Food and drink will be purchased solely for the consumption of the homeless clients. Volunteers must also commit to not consuming alcohol or any type of illicit drugs on the property while volunteering.

Volunteers who appear to be under the influence of any substance that impedes their ability to perform their duties safely and efficiently will be turned away.

d. Discrimination

Volunteers are prohibited from discriminating against any client for any reasons. They may not judge an individual based on their race, disability, religious preference, sexual orientation, color, age, veteran status, citizenship,

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ancestry, national origin or gender.

e. Volunteer Boundaries

Volunteers are prohibited from loaning or giving money to clients, are not allowed to meet with clients outside of Buena Park Navigation Center without explicit permission from program staff, and are not allowed to drive clients in their vehicles.

f. Commitment

Buena Park Navigation Center is reliant upon the work of volunteers. This commitment is expected to be taken seriously. If a volunteer misses a shift without removing themselves from the schedule and giving notice, the volunteer may be limited or restricted from volunteering.

4. Identifiable Lines of Authority

Volunteers are informed of identifiable lines of authority in their Application Packet. Volunteers may defer to the serving area and Donations Coordinator on duty to give resources, referrals, and handle situations beyond their responsibility and volunteer agreement.

Volunteers also have access to the Program Manager or lead staff member on site, for questions and any grievances.

All volunteers will be provided with a name tag identifying them as such.

5. Descriptions of Volunteer Tasks

Volunteers are needed 7 days a week to help in the mornings, mid-day hours and evenings.

The staff at Buena Park Navigation Center will ensure all volunteers are provided with a task and description of any duties they might perform. Tasks and duties include, but are not limited to:
● Assisting the Intake Specialist in registering and signing in clients at time of entry ● Setting up cleaning tables for breakfasts and dinners ● Distributing donations and hygiene items
● Helping direct lines to donations and food
● Serving meals, setting up snacks and drinks for clients ● Organizing special projects and activities for the guests of Buena Park Navigation Center

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SECTION IV. ATTACHMENTS

A. JOB DESCRIPTIONS
B. SHELTER CLIENT RULES
C. VOLUNTEER POLICIES

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ATTACHMENT “A”: JOB DESCRIPTIONS

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Regional Director of Emergency Services
Job Description

Introduction: The Regional Director of Emergency Services is responsible for the performance of all Year- Round Emergency Shelter Program, Services and Outreach Activities in Orange County and Bellflower. Primary responsibilities include program management, program development, and community relations. This includes supervising the Buena Park Navigation Center Manager. This position requires a flexible schedule especially during the winter months (weekend, morning, evening and holiday shifts). This position may at times require transportation of supplies to shelter locations. The Regional Director of Emergency Services reports directly to the Director of Emergency Services.

Qualifications: Associate’s Degree and at least 2 years of direct life experience working with long-term homeless, low income, and diverse populations and have a working knowledge of mental health and addiction issues. Possess a high level of tolerance and understanding for individuals who present for services with urgent multiple case management and health needs. Ability to perform crisis intervention as needed; clearly communicate information and instructions verbally and in written form; maintain a positive, professional and safe environment while on duty; and establish and maintain effective working relationships with others. Valid CA driver’s license, proof of insurance and reliable vehicle is required.

Program Management and Development

Goal: Oversee the development and implementation of all program services for our Year-Round Emergency Shelter Program to ensure quality delivery of services.
• Maintain performance of existing shelter services
• Oversee the scheduling and coordination of all Shelter Sites • Ensure strong communication between Staff and Partner agencies • Oversee coordination of shelter activities and distribution of services • Provide monthly reports to the Operations Director
• Develop new partnerships with other agencies in order to enhance our current services • Oversee implementation of new services
• Implement new services/year-round, permanent facility • Manage Budget
•Oversee Purchases, Vendor Bids and MOU’s

Staff Management

Goal: Manage Identified Staff facilitating optimal performance.

• Manage and supervise Shelter Program Managers
• Assist in various aspects of staff’s duties
• Provide support and guidance when necessary
• Provide support for crisis/conflict intervention
• Coordinate trainings and orientations when needed
• Conduct Meetings monthly
• Meet with identified staff individually when necessary • Review and evaluate performances
• Conduct midyear and annual review

Outreach Services

Goal: Provide leadership in critical support in the development and implementation of Outreach Services

• Brainstorm, research and assist in the development our outreach strategy • Oversee implementation of outreach services
• Assist with Front Door Calls when necessary

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Community Relations

Goal: Positively advance agencies reputation in the broader community.

• Maintain active involvement with neighbors and program partners • Maintain active involvement with community service organizations

Miscellaneous

• Provide creative input to the Executive and Operations Directors • Participate in networking functions
• Attend appropriate training workshop as needed
• Attend appropriate house and staff meetings
• Complete ad hoc projects as appointed by Supervisor

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Program Manager – Buena Park Navigation Center
Job Description

Introduction: This Program Manager is responsible for coordinating program services for Buena Park Navigation Center. This position requires dependability, responsibility, organizational skills; and strong written and verbal communication skills. Primary responsibilities include program management, program development, and outreach and community relations and reports to the Regional Director of Emergency Services. This position includes supervising support staff and requires a flexible schedule (weekend, morning, evening and holiday shifts). This position may require the transportation of supplies. Fluency in Spanish is a significant value.

Qualifications: Associate’s Degree and at least 2 years of direct life experience working with long-term homeless, low income, and diverse populations and have a working knowledge of mental health and addictions issues. Possess a high level of tolerance and understanding for individuals who present for services with urgent multiple case management and health needs. Ability to perform crisis intervention as needed; clearly communicate information and instructions verbally and in written form; maintain a positive, professional and safe environment while on duty; and establish and maintain effective working relationships with others. Valid CA driver’s license, proof of insurance and reliable vehicle is required.

Year Round Emergency Shelter Program
Goal: Ensure that the Shelter run smoothly and that we maintain accurate data and strong communication with community partners.

Oversee Client Services
Coordinate calendar and services provided by partner agencies Support all aspects of operations including direct client services when necessary Oversee the collection and distribution of donations
Assist with monitoring facility security and maintenance Ensure enforcement of our good neighbor policies
Assist with securing necessary resources
Oversee collection, input and distribution of intakes / summary sheets / reports Provide support with community resources and referrals
Develop new partnerships with other agencies in order to enhance our current services Manage program budget
Facilitate Resident Advisory Council and Partnership Meetings.

Management
Goal: Manage Identified Program Staff, Interns and Volunteers facilitating optimal performance. Manage and supervise support staff in all of their duties
Assist in various aspects of staff’s duties
Assist in coordinating and managing on-site volunteers
Assist in coordinating and managing special group events and holiday events Provide crisis/conflict intervention Coordinate trainings and orientations when needed Conduct 90 day, midyear, and annual reviews.

Community Relations
Goal: Positively advance Agencies reputation in the broader community.

Maintain active involvement with neighbors and program partners Maintain active involvement with community service organizations

Miscellaneous
Must participate in networking functions and community meetings.

Attend staff meetings and training workshops as needed
Assist with general duties (stocking supplies, copies, fax, phone calls, etc.) Enhance job performance by applying up-to-date professional knowledge gained by attending seminars and conferences and reviewing professional publications.

Perform ad hoc projects as appointed by Supervisor

Community Relations
Goal: Positively advance Agencies reputation in the broader community.

Maintain active involvement with neighbors and program partners Maintain active involvement with community service organizations

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Miscellaneous
Must participate in networking functions and community meetings.

Perform ad hoc projects as appointed by Supervisor

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Site Leader – Buena Park Navigation Center
Job Description

Introduction: The Emergency Services Site Leader is responsible for overseeing services and activities at Buena Park Navigation Center.

Dependability, responsibility, and the ability to communicate effectively and respectfully are mandatory skills. Ability to work effectively with a diverse population; plan, organize and prioritize duties; maintain a positive, professional and safe environment while on duty; and establish and maintain effective working relationships with others This position requires a flexible work schedule including some weekend, morning and evening and holiday shifts. This position reports directly to Buena Park Navigation Center Manager.

Fluency in Spanish is a significant value.

Qualifications: Possess a high level of tolerance and understanding for individuals who present for services with urgent multiple case management and health needs. Ability to perform crisis intervention as needed; clearly communicate information and instructions verbally and in written form; maintain a positive, professional and safe environment while on duty; and establish and maintain effective working relationships with others. Associate’s Degree preferred but not required.

Shelter
Assist in the implementation of all shelter activities to ensure quality delivery of services.

Oversee all shelter activities including logistics and client intakes Oversee distribution of services and all program services while on duty Assist in the coordination of volunteers and support services Oversee the organization of supplies and facilities needs

Management
Goal: Support Identified Program Staff facilitating optimal performance.

Support shelter staff during designated shifts
Assist in various aspects of staff’s duties
Assist in coordinating and managing special group events and holiday events Provide crisis/conflict intervention
Communicate any staff or shelter issues to Program Manager.

Administration
Goal: Oversee administrative duties that support program services.

Coordinate supply and service needs
Assist with securing necessary resources
Assist with record keeping and reporting

Miscellaneous
Attend staff meetings and training workshops as needed
Assist with general duties (stocking supplies, copies, fax, phone calls, etc.) Enhance job performance by applying up-to-date professional knowledge gained by attending seminars and conferences and reviewing professional publications.

Perform ad hoc projects as appointed by Supervisor

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Lead Housing Navigator
Job Description

Job Description Introduction: The Lead Housing Navigator, under the direction of the Emergency Services Program Manager, is responsible for supporting the navigation team. The Navigation team work directly with clients in emergency shelter and are responsible for performing ongoing needs assessment, personal housing plans, support, information, referral and advocacy for individuals. This position requires strong leadership in supporting a team’s successful working relationships. This position will influence and recognize positive behavior changes and will identify problems and obstacles and create solutions to help address them.

Staff
• Manage day-to-day operations of Housing Navigator teams, objectives and housing plans; • maintains a limited caseload
• Conducts weekly case conferencing and monthly case file audits to assure participants records are complete and accurate • Make referrals to supportive services such as job developers, social workers and health care providers as deemed necessary • May make home and field visits
• Provide supportive advocacy for clients; provides crisis intervention, if needed • Receive, review, and process financial assistance requests as needed • Provide training, supervision, and problem-solving guidance for difficult cases

Documentation
• Oversee the consistency of documentation standards as set forth by the program contract and program policies • Oversee accurate and complete data into HMIS
• Oversee consistency of confidential hard copy case files with all relevant documentation in the appropriate section

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Housing Navigator – Buena Park Navigation Center
Job Description

Introduction: The Housing Navigator provides assistance to individuals that are literally homeless. This assistance includes an individualized assessment of needs, followed by provision of targeted services focused on returning individuals to permanent housing as quickly as possible. The Navigator will conduct an assessment, determine eligibility, enter assessment into Central Entry System for prioritization and linkage to housing provider, help client obtain documents required for housing placement, provide individuals with employment guidance and community resources.

Year Round Emergency Shelter Program Services
Conduct diversion interviews
Manage intake process
Maintain intake area and ensure daily forms and supplies are stocked and ready for new intakes

Supportive Services
Provide assessment for client within seven days of entering shelter.

Determine eligibility and enter assessment into Central Entry System for prioritization and linkage to housing provider Assist client with obtaining documents required for housing placement While client is at the shelter provide employment linkage, benefits establishment, linkage to community providers for substance abuse, primary and mental health care, and all other services needed to assist clients in reaching their stabilization goals While client is at the shelter provide strengths based case management and service coordination designed to assist clients in obtaining and maintaining stable housing
Conduct crisis and risk assessments in consultation with supervisor and case management team Provide crisis intervention services focused on enhancing the client's’ ability to independently problem solve, utilize effective coping skills, and manage and self -coordinate own care
Provide warm hand off to selected housing provider ensuring a smooth transition from the shelter into housing.

Documentation
Maintain documentation standards as set forth by the program contract and program policies Complete progress notes on every meeting with client
Input accurate and complete data into HMIS and update snapshots to reflect client progress Maintain confidential hard copy case files with all relevant documentation in the appropriate section

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Logistics Coordinator – Buena Park Navigation Center
Job Description

Introduction: The Logistics Coordinator is responsible for providing supportive services and logistical support to Buena Park Navigation Center during designated shifts. This position requires a flexible work schedule including some weekend, morning and evening and holiday shifts.

Shelter Support
Assist in the implementation of all shelter activities to ensure quality delivery of services. Assist with shelter maintenance Responsible for cleanliness and safety of facility including emptying trash cans and cleaning all areas of the shelter, including dorms, kitchens and restrooms.

Assist with receiving and verifying orders from vendor’s, completing tally sheets Post and update signs and service calendars Audio Equipment set up and monitoring
Assist in the organization of supplies and facilities needs

Miscellaneous
Assist with client services and program activities if necessary Complete ad hoc projects as appointed by Supervisor

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Overnight Logistics Coordinator – Buena Park Navigation Center Job Description

Introduction: The Overnight Logistics Coordinator is responsible for providing supportive services and logistical support to Buena Park Navigation Center during overnight shifts. This position requires a flexible work schedule including some weekend, morning and evening and holiday shifts.

This position reports directly to Buena Park Navigation Center Program Manager. Dependability, responsibility, and the ability to communicate effectively and respectfully are mandatory skills. Fluency in Spanish is a significant value. Because of the nature of the shift, this position must be able to operate as site supervisor at times, and be able to communicate effectively after hours with the Program Manager if absolutely necessary.

Shelter Support
Assist in the implementation of all shelter activities to ensure quality delivery of services.

Assist with shelter maintenance
Responsible for cleanliness and safety of facility including emptying trash cans and cleaning all areas of the shelter, including dorms, kitchens and restrooms.

Assist with receiving and verifying orders from vendor’s, completing tally sheets Post and update signs and service calendars
Audio Equipment set up and monitoring
Assist in the organization of supplies and facilities needs

Miscellaneous
Assist with client services and program activities if necessary Complete ad hoc projects as appointed by Supervisor

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ATTACHMENT “B”: SHELTER CLIENT EXPECTATIONS

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Buena Park Navigation Center
Shelter Expectations

Welcome to Buena Park Navigation Center. We hope your stay with us allows you to begin your path to ending your homelessness. In order to ensure that all guests are able to comfortably work toward that goal, the following expectations need to be followed while in the vicinity o f the shelter, on the provided shuttle vans, and while in the immediate area of our shuttle pick-up and drop-off locations.

1. Demonstrate responsibility for yourself, your actions, and your housing plan. ______________

2. Follow all health and safety policies. ______________

3. Guests are expected to meet with their Housing Navigators at least once a week at a scheduled time to discuss their housing plans. Their Housing Navigator will ensure each guest is entered into the Coordinated Entry System, as the first line of housing engagement. The goal is to get you connected to housing resources as quickly as possible. This is a low-barrier Temporary Shelter intended for 24-hour increments of stay. The maximum length of stay is 90 consecutive nights unless otherwise determined. Extensions may be granted on a case by case basis. Each guest’s progress toward achieving their housing goals will be reviewed at 30-day increments. If a guest chooses not to work toward their housing plan or follow these expectations, he/she may be asked to leave at that time. __________

4. Guests are expected to actively work their housing plan! By signing these expectations, you understand that you are not guaranteed housing by enrolling in this program. Part of your Housing Plan will be to identify tasks that you will need to complete in order to achieve your goal of securing housing. Your Housing Navigator will work alongside you to assist you in connecting with resources and addressing potential barriers.

5. Current guests of the program may use this location as a mailing address. Please note, however, that after a guest exits, it becomes his or her responsibility to fill out a change of address form with the post office. Any mail that is delivered to the site after a guest has left the program will be sent back to the post office as “Return to Sender”. Mail will be kept at the front desk, along with important program notices or messages from staff.

Upon signing in each day, the guest’s name will have a mark next to it signifying that there is unclaimed mail or messages. ___________

6. Guests are expected to abstain from behavior that is disruptive and unacceptable to others. Examples include:
verbal harassment, physical harassment, excessive profanity, threats and/or violent behavior, nudity or obscene behavior, possessing weapons (or items that may be perceived as weapons) or contraband (examples of items considered contraband can be made available upon request), drug dealing, theft, etc. Serious offenses include but are not limited to: use of racial slurs, sexual harassment, violence, and any other inappropriate physical contact. Serious violations may be result in an immediate exit from the shelter. If you are asked to leave, a shuttle driver will transport you to an approved drop off location. __________

7. If a guest’s behavior is extremely disruptive and staff or security asks you to step outside or remove yourself from an area for de-escalation purposes, you are expected to comply with this request. You will be able to rejoin the group when your behavior is no longer a disruption to the other shelter guests. ___________

8. Several areas on site are restricted to staff and security only. Guests are not allowed to any areas other than the commons, dorms, and guest restrooms, unless without explicit permission from management team. The only doors guests may use to access the outside areas are the main doors near the security check-in, and the store-front glass doors leading out from the Commons hall. __________

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9. Guests are expected to return each night before 9:00 pm, unless allowed special circumstance by management (ex: for work or school). Guests may request late entry by submitting a Request for Consideration to be approved by the Program Manger. Guests are not allowed to miss two consecutive nights or more than 2 nights in any calendar month without clearing the absence with their Housing Navigator. Guests are expected to sign in on a daily basis. Guests may not sign in for others. The program manager may grant excused nights out of the shelter upon request if necessary and appropriate. _________

10. Photo ID’s are required of all registered guests. Mercy House will take photos and thumbprints to produce program ID’s for guests, and for security reasons, if necessary. By entering this program, you give your consent to this. If you do not have a California State ID the MH Staff will assist you in acquiring an ID with in the first few days after enrollment. A photo ID of some sort is required to receive a bath towel and is also used when waiting in the dinner line. _________

11. To promote a healthy and clean environment, all guests are required to shower the day they enter the program. Guests must also submit any clothing/bedding items for laundry the day they enter the program.

Guests are then expected to maintain their hygiene (including changing into clean clothes when possible), laundry once a week and showering at least twice a week. _________

12. Every guest will be assigned a laundry day. Guests will be expected to bag their dirty clothes and bundle their bedding on this day to help streamline laundry services. Laundry should be submitted to staff for cleaning by 9:00 AM on this day. _________

13. Every guest is allowed 1 lockable indoor bin and lock and 1 outdoor rolling bin. Rolling bins are accessible only during the designated and posted times. Trash and recycling may not be brought onto the property. For the protection of guests’ items, no liquids for open food can be stored in any bin. Guests may only use the bins assigned to them by staff. _________

14. Guests are expected to straighten their beds when not in use, and are restricted to no more than 2 personal bags on the bed. Water is allowed in the dorms but no open or perishable food or other liquid drinks may be brought to the bed area at any time. 1-2 pairs of shoes may be stored under the bed but no additional personal items may be kept behind, under or in the aisles next to your bed. No barriers of any kind may be raised without explicit permission from management team. _________

15. All prescription medication must be recorded with MH Staff at Intake and stored in your indoor lockable storage in its original labeled container. Clients are encouraged to lock these containers to ensure secure storage of medication. Pills or medication NOT matching the original labeled container may be confiscated. No medicinal marijuana will be allowed indoors at any time. Medical marijuana may only be stored in your outdoor bin with a valid Medicinal Use Card and must be 8 oz. or less. _________

16. Smoking of tobacco is permitted in the smoking area only. No drugs, paraphernalia, alcohol, or marijuana (recreational or medicinal) will be permitted in or around the shelter. Anything containing cannabis or THC (without a prescription) will be considered contraband. _________

17. This shelter incorporates closed-circuit surveillance cameras as part of its security system. These cameras are in almost every area except the restrooms. The footage captured is used only for in-house safety and security purposes and is not shared with the general public. By signing this document, you consent to this. _________

18. Attend resident meetings and contribute to the community. _________

19. All guests are expected to be Good Neighbors of the community in which they are served, and have an obligation to comply with all state and local laws and/ or ordinances and behave in a courteous manner at all

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times. Complaints from residents, business owners, or public officials may result in expulsion from Mercy House Programs. _________

20. In order to remain Good Neighbors, all guests are expected to use the provided shuttles for transportation on to and off of the property. We practice a strict no-walk-up policy. Guests are expected to remain on the property at all times unless when leaving for the day. All guests are allotted one exit and one entry per day, including guests who drive their own personal vehicles (unless under approved special circumstances). Violation of this expectation may result in an immediate exit. _________

21. Guest vehicles may be parked on public property and at owner’s own risk. All Buena Park Municipal Codes, California Vehicle Codes and County of Orange Codes must be obeyed or are subject to fines and/or towing. A valid license and insurance are required. RV’s (Recreational Vehicles) are not permitted on-site. Guests with bicycles must use the bicycle racks on the shuttle buses, and allow Mercy House drivers to secure them on the rack. Guests are only allowed one bike per person, and are not allowed to store spare bike parts unless they fit in the outdoor bin. All bicycles brought on property must be registered and photographed. _________

22. There is a women’s section and a men’s section for sleeping. Please respect the privacy of others. Only one person will be permitted at a time to use the All-Gender Restroom, regardless of relationship or marital status. _

23. Guests are expected to respect the rest and sleep of their neighbors. When lights are off, indoor voices should be used to limit distractions and not disturb their rest. Likewise, guests are not allowed to use bright lights or play music/watch video with sound in the dorms after lights out. ___________

24. Although we respect everyone’s right to privacy, we reserve the right to pat down and search all persons as a precaution against any potential security risks. Items considered contraband may be confiscated and/or destroyed. Guests will always need to be searched any time they access their outside bins, bikes or vehicles. ___________

25. Approved pets, service animals and companion animals will only be allowed into the program with explicit permission given by program management team. All pet owners must agree to and follow the guidelines provided in the Animal Expectations, which is a separate document that will be given upon entry of the animal into the shelter. ___________

26. Neither Mercy House nor any of its vendors are in any way responsible or liable for lost, stolen, or damaged items that guests bring onto premises. Guests are encouraged to keep valuable items close and guarded, and are asked to turn in found items to the staff at the front desk. We advise that those who choose to use the supplied charging stations to have their electronics clearly marked and/or customized for easy identification.

Guests may only charge their electronics at the approved charging stations, and may not remain at the station for any extended amount of time. ___________

27. Cash is never to be given to Staff, Volunteers, or Interns at ANY time. ___________

28. It is our desire to never deny shelter or services to our guests, however, in the case that behavior becomes a health and safety risk Shelter Management can expel/prevent any guests from staying at the shelter. Any conflicts between guests should be brought to the attention of the staff immediately. Any guests who are asked to exit will have 7 days (one week) to pick up any items left on-site. Guests must call and speak to a site leader to schedule a pickup. ___________

29. Any guest that does not follow these expectations is jeopardizing their ability to accomplish their housing plan and may be exited from the shelter. Because everyone can make a mistake, when an expectation is not met,

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staff will clarify any misunderstanding of the expectation and discuss ways that each guest can avoid further violations. If the violations continue Mercy House staff and the guest will meet and create an action plan to support the client to get back on track with their housing plan and meeting these expectations. Guests who have five action plans and continue to violate these expectations will be exited from the shelter. ___________

As a result of initialing these expectations and signing this form, I understand that expectations, health and safety policies may change as necessary and that I will be informed of these changes and I am required to abide by these amended policies.

I have read the above and agree to follow the Shelter Expectations.

Name (please print): ___________________________________________________________

Signature: __________________________________________ Date: ________________

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ATTACHMENT “C”: VOLUNTEER POLICIES

Page 61 of 61 ends

Emergency Shelter Volunteer Policies

1. Each volunteer must maintain a firm commitment to professional conduct. Volunteers of the Emergency Shelter are expected to maintain the highest level of moral, ethical, and professional conduct while at the site. Volunteers will not engage in verbal abuse, inappropriate jokes and stories, and or any type of inappropriate interaction with Emergency Shelter staff or clients.

2. Relationships with Clients. Volunteers are prohibited from developing dual relationships with any clients they meet through their volunteer involvement at the Emergency Shelter. Examples of dual relationships include (but are not limited to) a volunteer entering into a business, romantic, or sexual relationship with a client. Soliciting clients for your business is strictly prohibited. Volunteers are not allowed to be named as having authority to make decisions for a client under any type of power of attorney or other legal procedure.

3. Food and Other Substances. Volunteers will not consume any food items or drinks supplied by the Emergency Shelter while volunteering. Food and drinks are purchased solely for the consumption of the homeless clients. Volunteers must also commit to not consuming any type of illicit drugs on the property while volunteering. Volunteers who appear to be under the influence of any substance that impedes their ability to perform their duties safely and efficiently may be turned away.

4. Discrimination. Volunteers will not discriminate against any client. They will not judge an individual based on their race, disability, religious preference, sexual orientation, color, age, veteran status, citizenship, ancestry, national origin or gender.

5. Volunteer Boundaries. Volunteers are not permitted to loan or give money to clients, should not meet with clients outside of the Emergency Shelter without permission from program staff, and are not allowed to drive clients in their vehicles.

6. Commitment. The Emergency Shelter is reliant upon the work of volunteers. This commitment should be taken seriously.

If a volunteer misses a shift without removing themselves from the schedule and giving notice, the volunteer may be limited or restricted from volunteering.

CONTRACT # C-3067

FOR

Year-Round Emergency Shelter/Multi-Service Center Program – Buena Park Navigation Center- 6490 Caballero Blvd., Buena Park

BETWEEN

CITY OF BUENA PARK
AND

MERCY HOUSE LIVING CENTERS, INC.

ATTACHMENTS
Attachment A – Scope of Services
A-1 – Contractor’s Proposal dated March 12, 2024
Attachment B – Management, Operations, and Public Safety Plan (“MOPS”) Attachment C – Payment / Compensation
Attachment D – HEAP Agreement
Attachment E – N-SPA MOU

2 Contract # C-3067
By and Between
the City of Buena Park, California,
and
Mercy House Living Centers, Inc.

For Year-Round Emergency Shelter/Multi-Service Center Program:

Buena Park Navigation Center 6490 Caballero Blvd., Buena Park This Contract for Year-Round Emergency Shelter/Multi-Service Center Program (hereinafter referred to as “Contract”) is made and entered into as of the date fully executed by and between the City of Buena Park, a California charter city, hereinafter referred to as “ City,” and Mercy House Living Centers, Inc. (hereinafter referred to as “Contractor”), with the City and Contractor sometimes referred to as “Party” or collectively as “Parties.”

RECITALS
WHEREAS, City desires to enter into this Contract with Contractor to provide, as an independent contractor, comprehensive operation and management services for the City -owned navigation center for homeless persons located at 6490 Caballero Blvd., Buena Park, California (the “Center”);
WHEREAS, Contractor was selected by the City following a competitive “request for proposals” process, during which Contractor demonstrated, and Contractor hereby represents, that it is fully qualified to perform serv ices and activities as further set forth in the “Scope of Services, ” (or “Services”) attached hereto as Attachment A; and
WHEREAS, the Parties desire memorialize the terms and conditions by which Contractor will provide the Scope of Services to the City by way of this Contract.

NOW, THEREFORE, the Parties mutually agree as follows:

ARTICLES

1. GENERAL TERMS AND CONDITIONS:

A. Governing Law and Venue: This Contract has been negotiated and executed in the State of California and shall be governed by and construed under the laws of the State of California. In the event of any legal action to enforce or interpret this Contract, the sole and exclusive venue shall be a court of competent jurisdiction located in the County of Orange, California, and the parties hereto agree to and do hereby submit to the jurisdiction of such court, notwithstanding Code of Civil Procedure Section 394. Furthermore, the parties specifically agree to waive any and all rights to request that an action be transferred for adjudication to another County.

B. Entire Contract: This Contract, Attachments A, A-1 (Contractor’s proposal March 12, 2024), B, C, D and E, and contain the entire Contract between the parties with respect to the matters herein, and there are no restrictions, promises, warranties or undertakings other than those set forth herein or referred to herein. No exceptions, alternatives, substitutes or revisions are valid or binding on City 3 unless authorized by City in writing. Electronic acceptance of any additional terms, conditions or supplemental Contracts by any City employee or agent, including but not limited to installers of software, shall not be valid or binding on City unless accepted in writing by City’s Contract Administrator.

C. Amendments: No alteration or variation of the terms of this Contract shall be valid unless made in writing and signed by the parties; no oral understanding or agreement not incorporated herein shall be binding on either of the parties; and no exceptions, alternatives, substitutes or revisions are valid or binding on City unless authorized by City in writing.

D. Delivery: Time of delivery of goods or services is of the essence in this Contract. City reserves the right to refuse any goods or services and to cancel all or any part of the goods not conforming to applicable specifications, drawings, samples or descriptions , or services that do not conform to the prescribed scope of services. Acceptance of any part of the order for goods shall not bind City to accept future shipments nor deprive it of the right to return goods already accepted at Contractor’s expense. Over shipments and under shipments of goods shall be only as agreed to in writing by City.

Delivery shall not be deemed to be complete until all goods or services have actually been received and accepted in writing by City.

E. Acceptance Payment: Unless otherwise agreed to in writing by City: (1) acceptance shall not be deemed complete unless in writing and until all the goods/services have actual ly been received, inspected, and tested to the satisfaction of City, and ; (2) payment shall be made in arrears after satisfactory acceptance.

F. Patent/Copyright Materials/Proprietary Infringement: Unless otherwise expressly provided in this Contract, Contra ctor shall be solely responsible for clearing the right to use any patented or copyrighted materials in the performance of this Contract. Contractor warrants that any software as modified through services provided hereunder will not infringe upon or violat e any patent, proprietary right, or trade secret right of any third party. Contractor agrees that, in accordance with the more specific requirement contained below, it shall indemnify, defend and hold City and City Indemnitees harmless from any and all such claims and be responsible for payment of all costs, damages, penalties and expenses related to or arising from such claim(s), including, costs and expenses but not including attorney’s fees.

G. Assignment: The terms, covenants, and conditions contained herein shall apply to and bind the heirs, successors, executors, administrators and assigns of the parties. Furthermore, neither the performance of this Contract nor any portion thereof may be assigned by Contractor w ithout the express written consent of City. Any attempt by Contractor to assign the performance or any portion thereof of this Contract without the express written consent of City shall be invalid and shall constitute a breach of this Contract.

H. Non-Discrimination: In the performance of this Contract, Contractor agrees that it will comply with the requirements of Section 1735 of the California Labor Code and not engage nor permit any subcontractors to engage in discrimination in employment of persons becaus e of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, or sex of such persons. Contractor acknowledges that a violation of this provision shall subject Contractor to penalties pursuant to Section 1741 of the California Labor Code. 4 I. Termination: In addition to any other remedies or rights it may have by law, City has the right to immediately terminate this Contract without penalty for cause or after 30 days’ written notice without cause, unless otherwise specified. Cause shall be defined as any material breach of contract, any misrepresentation or fraud on the part of the Contractor. Exercise by City of its right to terminate the Contract shall relieve City of all further obligation.

J. Consent to Breach Not Waiver: No term or provision of this Contract shall be deemed waived and no breach excused, unless such waiver or consent shall be in writing and signed by the party claimed to have waived or consented. Any consent by any party to, or waiver of, a breach by the other, whether express or implied, shall not constitute consent to, waiver of, or excuse for any other different or subsequent breach.

K. Independent Contractor: Contractor shall be considered an independent contractor and neither Contractor, its employees, nor anyone working under Contractor shall be considered an agent or an employee of City. Neither Contractor, its employees nor anyone working under Contractor s hall qualify for workers’ compensation or other fringe benefits of any kind through City.

L. Performance Warranty: Contractor shall warrant all work under this Contract, taking necessary steps and precautions to perform the work to City’s satisfaction. Contractor shall be responsible for the professional quality, technical assurance, timely completion and coordination of all documentation and other goods/services furnished by the Contractor under this Contract. Contractor shall perform all work diligently, carefully, and in a good and workmanlike manner; shall furnish all necessary labor, supervision, machinery, equipment, materials, and supplies, shall at its sole expense obtain and maintain all permits and licenses required by public authorities, including those of City required in its governmental capacity, in connection with performance of the work. If permitted to subcontract, Contractor shall be fully responsible for all work performed by subcontractors.

M. Insurance Requirements:
1) Contractor. Prior to the provision of services under this Contract, the Contractor agrees to purchase all required insurance at Contractor’s expense, including all endorsements required herein, necessary to satisfy the City that the insurance provisions of this Contract have been complied with. Contractor agrees to keep such insurance coverage, Certificates of Insurance, and endorsements on deposit with the City during the entire term of this Contract. 2) Subcontractors. In addition, all subcontractors performing work on behalf o f Contractor pursuant to this Contract shall obtain insurance subject to the same terms and conditions as set forth herein for Contractor. Contractor shall ensure that all subcontractors performing work on behalf of Contractor pursuant to this Contract shall be covered under Contractor’s insurance as an Additional Insured or maintain insurance subject to the same terms and conditions as set forth herein for Contractor. Contractor shall not allow subcontractors to work if subcontractors have less than the level of coverage required by City from Contractor under this Contract. It is the obligation of Contractor to provide notice of the insurance requirements to every subcontractor and to receive proof of insurance prior to allowing any subcontractor to begi n work. Such proof of insurance must be maintained by Contractor through the entirety of this Contract for inspection by City representative(s) at any reasonable time.
5 3) Types and Amounts
a) Commercial General Liability Insurance. Broad-form commercial general liability, with coverage at least as broad as the most current version of ISO Commercial General Liability coverage form CG 00 01, in a form at least as broad as ISO form CG 00 01 04 13, and shall include insurance for premises and operations, prod ucts/completed operations, broad form property damage, blanket contractual liability, independent contractors, personal injury or bodily injury and personal and advertising injury with a policy limit of not less than Five Million Dollars ($5,000,000.00) pe r occurrence and Ten Million Dollars ($10,000,000.00) general aggregate. The aggregate limit, encompassing the above coverage, shall apply separately to this project/location. If Contractor maintains higher limits than the specified minimum limits, City re quires and shall be entitled to coverage for the higher limits maintained by the Contractor.
b) Business Automobile Liability Insurance. Business automobile liability for all owned, hired, leased, and non -owned vehicles at least as broad as the most current version of ISO Business Auto Coverage Form CA 00 01, with a policy limit of not less than Five Million Dollars ($5,000,000.00) combined single limit per accident. If Contractor maintains higher limits than the specified minimum limits, City requires and shall be entitled to coverage for the higher limits maintained by the Contractor.
c) Workers’ Compensation and Employer’s Liability Insurance. Workers’ compensation insurance as required by the State of California and Employer’s Liability Insurance with a minimum limit of Three Million Dollars ($3,000,000.00) per accident for any employee or employees of Contractor. Contractor agrees to waive and to obtain endorsements from its workers’ compensation insurer waiving subrogation rights under its workers’ compensation insurance policy against the Cities of Placentia; Brea; Buena Park; Cypress; Fullerton; La Habra; La Palma; Los Alamitos; Orange; Stanton; Yorba Linda; Villa Park; its officers; officials; agents; employees; and volunteers for losses arising from wor k performed by Contractor for the Cities and to require each of its subcontractors, if any, to do likewise under their workers’ compensation insurance policies.

By signing this Contract, the Contractor acknowledges and agrees to the following: I am aware of the provisions of Section 3700 of the Labor Code which require every employer to be insured against liability for Workers' Compensation or to undertake self -insurance in accordance with the provisions of that code, and I will comply with such provision s before commencing the performance of the work of this contract.

The Contractor shall also comply with Section 3800 of the Labor Code by securing, paying for, and maintaining in full force and effect for the duration of this Contract, complete workers’ compensation insurance, and shall furnish a certificate of insurance to the Project Manager before execution of this Contract by the City. The Cities of Placentia; Brea; Buena Park; Cypress; Fullerton; La Habra; La Palma; Los Alamitos; Orange; Stanton; Yorba Linda; Villa Park; its officers; officials; agents; employees; and volunteers shall not be responsible for any claims in law or equity occasioned by failure of the Contractor to comply with this Section.
6 d) Professional Errors and Omissions (“E&O”) Liability Insurance. Professional errors and omissions (“E&O”) liability insurance on an occurrence based policy with policy limits of not less than Two Million Dollars ($2,000,000.00) per occurrence and Three Million Dollars ($3,000,000.00) policy aggregate. Architects’ and engineers’ coverage shall be endorsed to include contractual liability. The retroactive date must be shown, and this date must be before the date of the contract or the beginning of contract work. Insurance must be maintained and evidence of insurance must be provided for at least three (3) years after completion of the contract of work. If coverage is canceled or non -renewed, and not replaced with another policy form with a retroactive date prior to the contract effective date, the Contract or must purchase “extended reporting coverage” for a minimum of three (3) years after completion of contract work. A copy of the claims reporting requirements must be submitted to the City’s Project Manager for review. If Contractor maintains higher limits than the specified minimum limits, City requires and shall be entitled to coverage for the higher limits maintained by the Contractor.
e) Sexual Abuse and Molestation Liability Insurance. Sexual abuse and molestation liability coverage with a policy limit of not less than Two Million Dollars ($2,000,000.00) per occurrence and Three Million Dollars ($3,000,000.00) general aggregate. If Contractor maintains higher limits than the specified minimum limits, City requires and shall be entitled to coverage for the higher limits maintained by the Contractor. f) Standards for Insurance Companies. All insurance policies shall be issued by an insurance company currently authorized by the Insurance Commission to transact business of insurance or is on the List of Approved Surplus Line Insurers in the State of California, with an assigned policyholders’ rating of A - (or higher) and Financial Size Category Class VII (or larger) in accordance with the latest edition of Best’s Key Rating Guide. 4) Documentation and Other Provisions
a) The commercial general liability insurance policy, business automobile liability policy, and sexual abuse and molestation liability policy shall be endorsed to contain the following: The Cities of Placentia; Brea; Buena Park; Cypress; Fullerto n; La Habra; La Palma; Los Alamitos; Orange; Stanton; Yorba Linda; Villa Park; its officers; officials; agents; employees; its officers; officials; agents; employees; and volunteers are additional insureds with respect to: liability arising out of activities performed by or on behalf of the Contractor pursuant to its contract with the City; products and completed operations of the Contractor; premises owned, occupied, or used by the Contractor; and automobiles owned, leased, hired, or borrowed by the Contractor. General liability coverage can be provided in the form of an endorsement to the Contractor’s insurance at least as broad as one of the following ISO ongoing operations forms: CG 20 10 or CG 20 26 or CG 20 33 (not allowed from subcontractors), or CG 20 38; and one of the following ISO completed operations forms: CG 20 37, 2039 (not allowed from subcontractors), or CG 20 40. b) Said policies shall not terminate, nor shall they be cancelled or coverage reduced, without at least thirty (30) days’ written notice to the City. In the event of any cancellation or reduction in coverage or limits of any insurance, Contractor shall forthwith obtain and submit proof of 7 substitute insurance. Should Contractor fail to immediately procure other insurance, as specified, to substitute for any cancelled policy or reduction in the required coverage limits, the City may procure such insurance at Contractor’s sole cost and expense. c) The Contractor’s insurance coverage shall be primary insurance coverage at least as broad as ISO CG 20 01 04 13 as respects the Cities of Placentia; Brea; Buena Park; Cypress; Fullerton; La Habra; La Palma; Los Alamitos; Orange; Stanton; Yorba Linda; Villa Park; its officers; officials; agents; employees; and volunteers. Any other insurance maintained by the Cities shall be excess and not contributing with the insurance provided by this policy. d) Any failure to comply with the reporting provisions of the policies shall not affect coverage provided to the Cities of Placentia; Brea; Buena Park; Cypress ; Fullerton; La Habra; La Palma; Los Alamitos; Orange; Stanton; Yorba Linda; Villa Park; its officers; officials; agents; employees; and volunteers.
e) Defense fees and costs shall not deplete the limits of any insurance provided under this Contract.
f) The Contractor’s insurance shall apply separately to each insured against whom claim is made or suit is brought, except with respect to the limits of the insurer’s liability. g) Contractor shall require and verify that all subcontractors maintain insurance meeting all the requirements stated herein, and Contractor shall ensure the Cities of Placentia; Brea; Buena Park; Cypress; Fullerton; La Habra; La Palma; Los Alamitos; Orange; Stanton; Yorba Linda; Villa Park; its officers; officials; agents; employees; and vo lunteers are additional insureds on insurance required from subcontractors.
h) Contractor agrees to waive, and to obtain endorsements from insurers waiving, subrogation rights against the Cities of Placentia; Brea; Buena Park; Cypress; Fullerton; La Habra; La Palma; Los Alamitos; Orange; Stanton; Yorba Linda; Villa Park; its officers; officials; agents; employees; and volunteers for losses arising from work performed by Contractor for the Cities and to require each of its subcontractors, if any, to do likewise under their insurance policies.
i) Coverage shall be on a standard occurrence form. Claims -made forms are not acceptable.

Modified, limited, or restricted occurrence forms are not acceptable. j) The procuring of such required policy or policies of insurance shall not be construed to limit Contractor's liability hereunder nor to fulfill the indemnification provisions and requirements of this Contract, nor act in any way to reduce the policy coverage and limits available from the insurer.

N. Changes: Contractor shall make no changes in the Scope of Services or perform any additional work without the City’s advanced written approval.

O. Change of Ownership: Contractor agrees that if there is a change or transfer in ownership of Contractor’s business prior to completion of this Contract, and City agrees to an assignment of the 8 Contract, the new owners shall be required under terms of sale or other transfer to assume Contractor’s duties and obligations contained in this Contract and complete them to the satisfaction of City. City reserves the right to immediately terminate the Contract in the event the City determines that the assignee is not qualified or is otherwise unacceptable to the City for the provision of Services under the Contract.

P. Force Majeure: Contractor shall not be assessed with liquidated damages or unsatisfactory performance penalties during any delay beyond the time named for the performance of this Contract caused by any act of God, war, civil disorder, employment strike or other cause beyond its reasonable control, provided Contractor gives written notice of the cause of the delay to City within 36 hours of the start of the delay and Contractor avails himself of any available remedies.

Q. Confidentiality: Contractor agrees to maintain the confidentiality of all City and City- related records and information pursuant to all statutory laws relating to privacy and confidentiality that currently exist or exist at any time during the term of this Contract. All such records and information shall be considered confidential and kept confidential by Contractor and Contractor’s staff, agents and employees.

R. Compliance with Laws: Contractor represents and warrants that services to be provided under this Contract shall fully comply, at Contractor’s expense, with all standards, laws, statutes, restrictions, ordinances, requirements, and regulations ( collectively “laws”), including, but not limited to those issued by City in its governmental capacity and all other laws applicable to the services at the time Services are provided to and accepted by City. Contractor acknowledges that City is relying on Contractor to ensure such compliance, and pursuant to the requirements of paragraph “Z” below, Contractor agrees that it shall defend, indemnify and hold City and City Indemnitees harmless from all liability, damages, costs and expenses arising from or related to a violation of such laws.

S. Severability: If any term, covenant, condition or provision of this Contract is held by a court of competent jurisdiction to be invalid, void, or unenforceable, the remainder of the provisions hereof shall remain in full force and effect and shall in no way be affected, impaired or invalidated thereby.

T. Attorney Fees: In any action or proceeding to enforce or interpret any provision of this Contract, the prevailing party shall be entitled to recover its attorneys’ fees, costs, and expenses reasonably incurred in the prosecution or defense of such action or proceeding.

U. Interpretation: This Contract has been negotiated at arm’s length and between persons sophisticated and knowledgeable in the matters dealt with in this Con tract. In addition, each party had been represented by experienced and knowledgeable independent legal counsel of their own choosing or has knowingly declined to seek such counsel despite being encouraged and given the opportunity to do so. Each party further acknowledges that they have not been influenced to any extent whatsoever in executing this Contract by any other party hereto or by any person representing them, or both.

Accordingly, any rule or law (including California Civil Code Section 1654) or le gal decision that would require interpretation of any ambiguities in this Contract against the party that has drafted it is not applicable and is waived. The provisions of this Contract shall be interpreted in a reasonable manner to accomplish the purposes of the parties and this Contract.

V. Employee Eligibility Verification: The Contractor warrants that it fully complies with all Federal 9 and State statutes and regulations regarding the employment of aliens and others and that all its employees performing work under this Contract meet the citizenship or alien status requirement set forth in Federal statutes and regulations. The Contractor shall obtain, from all employees performing work hereunder, all verification and other documentation of employment eligibility status required by Federal or State statutes and regulations including, but not limited to, the Immigration Reform and Control Act of 1986, 8 U.S.C. §1324 et seq., as they currently exist and as they may be hereafter amended. The Contractor shall retain all such documentation for all covered employees for the period prescribed by the law. The Contractor shall indemnify, defend with counsel approved in writing by City, and hold harmless, the City and its City Indemnitees, its agents, officers, and employees from employer sanctions and any other liability which may be assessed against the Contractor or the City or City Indemnitees or its agents or any combination of the three in connection with any alleged violation of any Federal or State statutes or regulations pertaining to the eligibility for employment of any persons performing work under this Contract.

Z. Indemnification: Contractor agrees to indemnify, defend with counsel approved in writing by City, and hold City, its elected and appointed officia ls, officers, employees, and agents (“ City Indemnitees”) harmless from any claims, demands or liability of any kind or nature, including but not limited to personal injury or property damage, arising from or related to Contractor’s performance or non -performance of this Contract , and/or the provision of Services hereunder . If judgment is entered against Contractor and City by a court of competent jurisdiction because of the concurrent active negligence of City or City Indemnitees, Contractor and City agree that liability will be apportioned as determined by the court. Neither party shall request a jury apportionment.

AA. Audits/Inspections:
1) Contractor agrees to permit the City’s Director of Finance, or their authorized representative (including auditors from a private auditing firm hired by the City, or a designated representative from the N-SPA, as described further below) access during normal working hours to all books, accounts, records, reports, files, financial records, supporting documentation, including payroll and accounts payable/receivable records, and other papers or property of Contractor for the purpose of auditing or inspecting any aspect of performance under this Contract. The inspection and/or audit will be confined to those matters connected with the performance of the Contract including, but not limited to, the costs of administering the Contract. The City will provide reasonable notice of such an audit or inspection.
2) The City reserves the right to audit and verify the Contractor’s records before final payment is made.
3) Contractor agrees to maintain such records for possible audit for a minimum of five (5) years after final payment, unless a longer period of records retention is stipulated under this Contract or by law. Contractor agrees to allow interviews of any employees or others who might reasonably have information related to such records. Further, Contractor agrees to include a similar right to the City to audit records and interview staff of any subcontractor related to performance of this Contract.
4) Should the Contractor cease to exist as a legal entity, the Contractor’s records pertaining to this Contract shall be forwarded to the City’s Project Manager. 10 BB. Contingency of Funds: Contractor acknowledges that funding or portions of funding for this Contract may be contingent upon receipt of funds from, and/or obligation of funds by, Federal, State of California and/or other local governments, as well as the inclusion of sufficient funding for the Services hereunder in the City’s annual budget approved by the City Council for each fiscal year covered by this Contract. If such approval, funding or appropriations are delayed, not forthcoming, or are otherwise limited, City may delay the payment of Compensation (as defined below) to Contractor, or otherwise immediately terminate or modify this Contract without penalty or any liability to Contractor whatsoever. City shall endeavor to provide reasonable advance notice to Contractor of anticipated funding shortfalls, but the failure of the City to provide such notice shall not operate to waive the City’s rights under this section.

CC. Expenditure Limit: The Contractor shall notify the City’s assigned Contract Administrator in writing when the expenditures against the Contract reach 75 percent of the dollar limit on the Contract. The City will not be responsible for any expenditure overruns and will not pay for Services exceeding the dollar limit on the Contract unless a written and approved change order to cover those costs has been issued; and, if necessary, approval by the City Council.

DD. Compliance with Grant Requirements. The Contractor acknowledges that among the sources of the compensation paid by City under this Contract are grant funds received from the State of California’s Homeless Emergency Aid Program (“HEAP”), and that the City’s use of such grant funds is subject to that certain “Agreement Between the City of Buena Park and the County Of Orange for the Capital Improvement of a Homeless Shelter,” dated January 22, 2019, as well as the “Standard Agreement” that is a set forth in Exhibits “A” through “D” to the HEAP A greement (cumulatively the “HEAP Agreement”). The HEAP Agreement is set forth as Attachment D to this Contract, and as required by the terms thereof, Contractor hereby agrees to abide by the terms and conditions set forth in such HEAP Agreement, and the sa me is incorporated fully herein by this reference, and to otherwise provide reasonable support to the City in connection with demonstrating its compliance with the HEAP Agreement . In the event of a conflict between the terms and conditions of this Agreement, and those of the HEAP Agreement, the latter shall govern.

EE. N-SPA Memorandum of Understanding. The Contractor acknowledges that the Center was developed and is operated in corroboration with other local governments located within the North Service Planning Area of Orange County, and the Center will serve residents of such jurisdictions, which jurisdictions in turn will be contributing funds towards the costs of construction and operation of the Center. Such local governments have entered into that c ertain “Memorandum of Understanding for the North Orange County Service Planning Area,” as the same is attached as Exhibit “F” hereto (“N -SPA MOU”), which memorializes their respective rights and obligations with respect to the Center. Contractor hereby agrees to abide by the applicable terms and conditions set forth in such N-SPA MOU, and the same is incorporated fully herein by this reference, and to otherwise provide reasonable support to the parties to the N -SPA MOU in furtherance of the purposes of the same.

FF. Safety Requirement s. All work performed under this Contract shall be performed in such a manner as to provide safety to the public and to meet or exceed the safety standards outlined by CAL OSHA. The City may issue restraint or cease and desist orders to the Contractor when unsafe or harmful acts are observed or reported relative to the performance of the Services. The Contractor 11 shall maintain the work sites free of hazards to persons and property resulting from its operations.

The Contract or shall immediately report to the City any hazardous condition noted by the Contractor.

2. CONTRACT TERM AND CONDTIONS
A. Scope of Contract: This Contract specifies the contractual terms and conditions by which the City will procure services from Contractor, and Contractor shall perform such Services for City as further detailed in the Scope of Services, identified and incorporated herein by this reference as “Attachment A”
B. Term of Contract: This Contract shall commence on a date, following the full execution of the Contract, on which the City issues a notice to proceed to Contractor, Effective Date”) , and continue for a term of three (3) calendar years from the Effective Date, unless otherwise terminated by the City (“Initial Term”).

C. Renewal: This Contract may be renewed by mutual written agreement of both Parties for up to three (3) additional one-year extensions after the Initial Term, for an aggregate term not to exceed six (6) years; subject to acceptable performance by the Contractor, acceptable fee proposals from Contractor, and subject to the terms and conditions of this Contract. Renewal periods are subject to approval by the City Council.

D. Compensation: The total Maximum Compensation of City to the Contractor for the Services provided during each calendar year of the Initial Term shall be THREE MILLION SIX

HUNDRED FORTY NINE THOUSAND FOUR HUNDRED AND SEVENTY DOLLARS ($3,649,470.00), as further detailed in Attachment “C”.

E. Amendments - Changes/Extra Work: The Contractor shall make no changes to this Contract without the City’s written consent. In the event that there are new or unforeseen requirements, the City has the discretion with the Contractor’s concurrence, to make changes at any time without changing the scope or price of the Contract. If City-initiated changes or changes in laws or government regulations affect price, the Contractor’s ability to deliver services, or the project schedule, the Contractor will give City written notice no later ten (10) days from the date the law or regulation went into effect or the date the change was proposed and Contractor was notified of the change. such changes shall be agreed to in writing and incorporated into a Contract amendment. Said amendment shall be issued by the City-assigned Contract Administrator, shall require the mutual consent of all Parties, and may be subject to approval by the City Council.

Nothing herein shall prohibit the Contractor from proceeding with the work as originally set forth or as previously amended in this Contract.

F. Breach of Contract: The failure of the Contractor to comply with any of the provisions, covenants or conditions of this Contract shall be a material breach of this Contract. In such event the City may, and in addition to any other remedies available at law, in equity, or otherwise specified in this Contract:
12 1) Terminate the Contract immediately, pursuant to Section K herein; 2) Afford the Contractor written notice of the breach and ten (10) calendar days or such shorter time that may be specified in this Contract within which to cure the breach; 3) Discontinue payment to the Contractor for and during the period in which the Contractor is in breach; and
Offset against any monies billed by the Contractor but yet unpaid by th e City those monies disallowed pursuant to the above.

G. Conditions Affecting Work: The Contractor shall be responsible for taking all steps reasonably necessary, to ascertain the nature and location of the Services to be performed under this Contract; and to know the general conditions which can affect the Services or the cost thereof. Any failure by the Contractor to do so will not relieve Contractor from responsibility for successfully performing the Services without additional cost to the City. The City assumes no responsibility for any understanding or representations concerning the nature, location(s) or general conditions made by any of its officers or agents prior to the execution of this Contract, unless such understanding or representations by the City are expressly stated in the Contract.

H. Civil Rights: Contractor attests that services provided shall be in accordance with the provisions of Title VI and Title VII of the Civil Rights Act of 1964, as amended, Section 504 of the Rehabilitation Act of 1973, as amended; the Age Discrimination Act of 1975 as amended; Title II of the Americans with Disabilities Act of 1990, and other applicable State and Federal laws and regulations prohibiting discrimination on the basis of race, color, national origin, ethnic group identification, age, religion, marital status, sex or disability.

I. Conflict of Interest – Contractor’s Personnel: The Contractor shall exercise reasonable care and diligence to prevent any actions or conditions that could result in a conflict with the best interests of the City. This obligation shall apply to the Contractor; the Contractor’s employees, agents, and subcontractors associated with accomplishing work and services hereunder. The Contractor’s efforts shall include, but not be limited to establishing precautions to prevent its employees, agents, and subcontractors from providing or offering gifts, entertainment, payments, loans or other considerations which could be deemed to influence or appear to influence City staff or elected officers from acting in the best interests of the City.

J. Conflict of Interest – City Personnel: Federal, state, and local laws, as well as City Council policies, prohibit City employees and contractors from engaging in activities involving a conflict of interest. The Contractor shall not, during the period of this Contract, employ any City employee for any purpose, or otherwise engage in conduct that creates a conflict -of-interest, or the appearance of a conflict-of-interest.

K. Consulting Contract – Follow-On Work: No person, firm, subsidiary or subcontractor of a firm that has been awarded a consulting services contract , or a contract which includes a consulting component, may be awarded a Contract for the performance of services, the purchase of goods or supplies, or the provision of any other related action which arises from or can reasonably be deemed an end -product of work performed under the initial consulting to consulting -related 13 Contract.

L. Project Manager, City: The City shall appoint a Project Manager to act as liaison between the City and the Contractor during the term of this Contract. The City’s Project Manager shall coordinate the activities of the City staff assigned to work with the Contractor.

The City’s Project Manager, in consultation and agreement with the City, shall have the right to require the removal and replacement of the Contractor’s Project Manager and key personnel. The City’s Project Manager shall notify the Contractor in writing of such action. The Contractor shall accomplish the removal within three (3) business days after written notice from the City’s Project Manager. The City is not required to provide any additional information, reason or rationale in the event it requires the removal of Contractor’s Project Manager from providing further Services under the Contract.

M. Contractor’s Project Manager and Key Personnel: Contractor shall appoint a Project Manager to direct the Contractor’s efforts in fulfilli ng Contractor’s obligations under this Contract. This Project Manager shall be subject to approval by the City and shall not be changed without the written consent of the City’s Project Manager, which consent shall not be unreasonably withheld.

The Contractor’s Project Manager, in consultation and agreement with City, shall be assigned to this project for the duration of the Contract and shall diligently pursue all work and Services to meet the project time lines.

N. Contractor Personnel – Reference Checks: The Contractor warrants that all persons employed to provide service under this Contract have satisfactory education, training, experience, and work records indicating their ability to adequately perform the work under this Contract.

O. Child Support Enforce ment: Contractor certifies it is in full compliance with all applicable federal and state reporting requirements regarding its employees and with all lawfully served Wage and Earnings Assignment Orders and Notices of Assignments and will continue to be in compliance throughout the term of the Contract with the City. Failure to comply shall constitute a material breach of the Contract and failure to cure such breach within 60 calendar days of notice from the City shall constitute grounds for termination of the Contract.

P. Data – Title To: All materials, documents, data or information obtained from the City data files or any City medium furnished to the Contractor in the performance of this Contract will at all times remain the property of the City. Such data o r information may not be used or copied for direct or indirect use by the Contractor after completion or termination of this Contract without the express written consent of the City. All materials, documents, data or information, including copies, must be returned to the City at the end of this Contract.

Q. Licenses: At its own expense, Contractor and its subcontractors, if any, shall, at all time during the term of this Contract, maintain in full force and effect such licenses or permits as may be required b y the State of California or any other government entity. Contractor and his subcontractors, if any, shall strictly adhere to, and obey, all governmental rules and regulations now in effect or as subsequently enacted or modified, as promulgated by any loca l, State, or Federal governmental entity.
14 R. Disputes – Contract.
1) The parties shall deal in good faith and attempt to resolve potential disputes informally. If the dispute concerning a question of fact arising under the terms of this Contract is not disposed of in a reasonable period of time by the Contractor’s Project Manager and the City’s Project Manager, such matter shall be brought to the attention of the Contract Administrator by way of the following process:
a. The Contractor shall submit to the agency/department assigned Contract Administrator a written demand for a final decision regarding the disposition of any dispute between the parties arising under, related to, or involving this Contract, unless the City, on its own initiative, has already rendered such a final decision. b. The Contractor’s written demand shall be fully supported by factual information, and, if such demand involves a cost adjustment to the Contract, the Contractor shall include with the demand a written statement signed by a senior official indicating that the demand is made in good faith, that the supporting data are accurate and complete, and that the amount requested accurately reflects the Contract adjustment for which the Contractor believes the City is liable.
2) Pending the final resolution of any dispute arising under, related to, or involving this Contract, the Contractor agrees to diligently proceed with the performance of this Contract, including the delivery of goods and/or provision of services . The Contractor’s failure to diligently proceed shall be considered a material breach of this Contract. 3) Any final decision of the City shall be expressly identified as such, shall be in writing, and shall be signed by the Director. If the City fails to r ender a decision within 90 days after receipt of the Contractor’s demand, it shall be deemed a final decision adverse to the Contractor’s contentions. Nothing in this section shall be construed as affecting the City’s right to terminate the Contract for ca use or termination for convenience as stated in Section K herein.

S. Emergency/Declared Disaster Requirements: In the event of an emergency or if City is declared a disaster area by the City, State or Federal government, this Contract may be subjected to unusual usage. The Contractor shall service the City during such an emergency or declared disaster under the same terms and conditions that apply during non -emergency/disaster conditions. The pricing quoted by the Contractor shall apply to serving the City’s needs regardless of the circumstances.

If the Contractor is unable to supply the goods/services under the terms of the Contract, then the Contractor shall provide proof of such disruption and a copy of the invoice for the goods/services from the Contractor’s supplier(s). Additional profit margin as a result of supplying goods/services during an emergency or a declared disaster shall not be permitted. In the event of an emergency or declared disaster, emergency purchase order numbers will be assigned. All applicable invoices from the Contractor shall show both the emergency purchase order number and the Contract number.

T. Errors and Omissions: All reports, files and other documents prepared and submitted by Contractor shall be complete and shall be carefully checked by the professional(s) identified by 15 Contractor as Project Manager and key personnel attached hereto, prior to submission to the City.

Contractor agrees that City review is discretionary and Contr actor shall not assume that the City will discover errors and/or omissions. If the City discovers any errors or omissions prior to approving Contractor’s reports, files and other written documents, the reports, files or documents will be returned to Contractor for correction. Should the City or others discover errors or omissions in the reports, files or other written documents submitted by the Contractor after City approval thereof, City approval of Contractor’s reports, files or documents shall not be use d as a defense by Contractor in any action between the City and Contractor, and the reports, files or documents will be returned to Contractor for correction.

U. Non-Supplantation of Funds: Contractor shall not supplant any Federal, State, or City funds intended for the purposes of this Contract with any funds made available under this Contract.

Contractor shall not claim reimbursement from City for, or apply sums received from City with respect to, that portion of its obligations which have been p aid by another source of revenue.

Contractor agrees that it shall not use funds received pursuant to this Contract, either directly or indirectly, as a contribution or compensation for the purposes of obtaining Federal, State, or City funds under any Federal, State, or City program without prior written approval from the City.

V. Satisfactory Work: Services rendered hereunder are to be performed to the written satisfaction of City. City’s staff will interpret all reports and determine the quality, acceptability and progress of the services rendered.

W. Access and Records:
1) City, the State of California and the United States Government and/or their representatives, shall have access, for purposes of monitoring, auditing, and examining, to Contractor’s activities, books, documents and papers (including computer records and emails) and to records of Contractor’s subcontractors, consultants, contracted employees, bookkeepers, accountants, employees and participants related to this Contract. Contractor shall insert this condition in each Contract between Contractor and a subcontractor that is pursuant to this Contract shall require the subcontractor to agree to this condition. Such departments or representatives shall have the right to make excerpts, tra nscripts and photocopies of such records and to schedule on site monitoring at their discretion. Monitoring activities also may include, but are not limited to, questioning employees and participants and entering any premises or onto any site in which any of the services or activities funded hereunder are conducted or in which any of the records of Contractor are kept. Contractor shall make available its books, documents, papers, financial records, etc., within three (3) days after receipt of written demand by the City which shall be deemed received upon date of sending.

In the event Contractor does not make the above referenced documents available within the City of Buena Park , California, Contractor agrees to pay all necessary and reasonable expenses incurred by City, or City’s designee, in conducting any audit at the location where said records and books of account are maintained.
2) All accounting records and evidence pertaini ng to all costs of Contractor and all documents related to this Contract shall be kept available at Contractor’s office or place of business for the duration of this Contract and thereafter for five (5) years after completion of an audit.

Records which relate to: (1) complaints, claims, administrative proceedings or litigation 16 arising out of the performance of this Contract; or (2) costs and expenses of this Contract to which City or any othe r governmental department takes exception, shall be retained beyond the five (5) years until final resolution or disposition of such appeals, litigation, claims, or exceptions. Moreover, records which are necessary to demonstrate the City and/or Contractor’s compliance with federal, state, or local grant funding shall be retained beyond the five (5) years until grant closure.

X. Liability. Contractor shall pay to City the full amount of City’s liability to the State or Federal government or any department thereof resulting from any disallowance or other audit exceptions to the extent that such liability is attributable to Contractor’s failure to perform under this Contract.

Y. Signature in Counterparts: The Parties agree that separate copies of this Contract and/or electronic signatures and handwritten signatures may be signed by each of the Parties, and this Contract will have the same force and effect as if the Original had been signed by all the Parties.

Z. Reports/Meetings: The Contractor shall develop repor ts and any other relevant documents necessary to complete the services and requirements as set forth in this contract. The City’s Project Manager and the Contractor’s Project Manager will meet on reasonable notice to discuss the Contractor’s performance an d progress under this contract. If requested, the Contractor’s Project Manager and other project personnel shall attend all meetings. The Contractor shall provide such information that is requested by the City for the purpose of monitoring progress under this contract.

AA. Subcontracting: No performance of this Contract or any portion thereof may be subcontracted by the Contractor without the express written consent of the City. Any attempt by the Contractor to subcontract any performance of this Contract without the express written consent of the City shall be invalid and shall constitute a breach of this Contract.

In the event that the Contractor is authorized by the City to subcontract, this Contract shall take precedence over the terms of the Contract between Contractor and subcontractor, and shall incorporate by reference the terms of this Contract. The City shall look to the Contractor for performance and indemnificati on and not deal directly with any subcontractor. All work performed by a subcontractor must meet the approval of the City of Orange.

BB. Equal Employment Opportunity: The Contractor shall comply with U.S. Executive Order 11246 entitled, “Equal Employment Opportunity” as amended by Executive Order 11375 and as supplemented in Department of Labor regulations (41 CFR, Part 60) and applicable State of California regulations as may now exist or be amended in the future. The Contractor shall not discriminate against any employee or applicant for employment on the basis of race, color, national origin, ancestry, religion, sex, marital status, political affiliation or physical or mental condition.

Regarding handicapped persons, the Contractor will not discriminate a gainst any employee or applicant for employment because of physical or mental handicap in regard to any position for which the employee or applicant for employment is qualified. The Contractor agrees to provide equal opportunity to handicapped persons in employment or in advancement in employment or otherwise treat qualified handicapped individuals without discrimination based upon their 17 physical or mental handicaps in all employment practices such as the following: employment, upgrading, promotions, trans fers, recruitments, advertising, layoffs, terminations, rate of pay or other forms of compensation, and selection for training, including apprenticeship. The Contractor agrees to comply with the provisions of Sections 503 and 504 of the Rehabilitation Act of 1973, as amended, pertaining to prohibition of discrimination against qualified handicapped persons in all programs and/or activities as detailed in regulations signed by the Secretary of the Department of Health and Human Services effective June 3, 1977, and found in the Federal Register, Volume 42, No. 68 dated May 4, 1977, as may now exist or be amended in the future.

Regarding Americans with disabilities, Contractor agrees to comply with applicable provisions of Title 1 of the Americans with Disabilities Act enacted in 1990 as may now exist or be amended in the future.

CC. Gratuities: The Contractor warrants that no gratuities, in the form of entertainment, gifts or otherwise, were offered or given by the Contractor or any agent or representative of the Contractor to any officer or employee of the City with a view toward securing the Contract or securing favorable treatment with respect to any determinations concerning the performance of the Contract. For breach or violation of this warranty, the City shall have the right to terminate the Contract, either in whole or in part, and any loss or damage sustained by the City in procuring on the open market any goods or services which the Contractor agreed to supply shall be borne and paid for by the Contrac tor. The rights and remedies of the City provided in the clause shall not be exclusive and are in addition to any other rights and remedies provided by law or under the Contract.

DD. News/Information Release: The Contractor agrees that it will not issue any news releases in connection with either the award of this Contract, any subsequent amendment of or effort under this Contract, or relating to the Center or Contractor’s performance of the Services, without first obtaining review and written approval of said news releases from the City.

EE. Notices: Any and all notices, requests demands and other communications contemplated, called for, permitted, or required to be given hereunder shall be in writing, except through the course of the Parties routine exchange of information and cooperation during the terms of the work and services. Any written communications shall be deemed to have been duly given upon actual in - person delivery, if delivery is by direct hand, or upon delivery on the actual day of receipt or no greater than four calendar days after being mailed by US certified or registered mail, return receipt requested, postage prepaid, whichever occurs first. The date of mailing shall count as the first day. All communications shall be addressed to the appropriate party at the address stated herein or such other address as the parties hereto may designate by written notice from time to time in the manner aforesaid.

For City: Aaron France, City Manager
City of Buena Park
6650 Beach Blvd.

Buena Park, CA 90621
For Contractor: Patti Long, Associate Director
18 Mercy House
P.O Box 1905
Santa Ana, CA 92702
FF. Ownership of Documents: The City has permanent ownership of all directly connected and derivative materials produced under this Contract by the Contractor. All documents, reports and other incidental or derivative work or materials furnished hereunder shall become and remains the sole property of the City and may be used by the City as it may require without additional cost to the City. None of the documents, reports and other incidental or derivative work or furnished materials shall be used by the Contractor without the express written consent of the City.

GG. Precedence: The Contract documents consist of this Contract and its attachments and exhibits.

In the event of a conflict between or among the Contract documents, the order of precedence shall be the provisions of the main body of this Contract, i.e., those provisions set forth in the recitals and articles of this Contract, and then the attachments and exhibits.

HH. Termination – Orderly: After receipt of a termination notice from the City of Orange, the Contractor may submit to the City a termination claim, if applicable. Such claim shall be submitted promptly, but in no event later than 60 days from the effective date of the termination, unless one or more extensions in writing are granted by the City upon written request of the Contractor. Upon termination City agrees to pay the Contractor for all services performed prior to termination which meet the requirements of the Contract, provided, however, that such compensation combined with previously paid compensation shall not exceed the total compensation set forth in the Contract. Upon termination or other expiration of this Contract, each party shall promptly return to the other party all papers, materials, and other properties of the other held by each for purposes of performance of the Contract.

3. CENTER OPERATION TERMS AND CONDTIONS
A. Debarment: Contractor certifies that it is not debarred or suspended or otherwise excluded from or ineligible for participation in Federal/State assistance programs in accordance with 29 CFR Part

98. B. Fraud: Contractor shall immediately report all suspected or known instances and facts concerning possible fraud, abuse or criminal activity under this contract. Contractor shall inform staff and the general public of how to report fraud, waste or abuse thr ough appropriate postings of incident reporting notice.

C. Fiscal Accountability:

1. Financial Management System : Contractor shall establish and maintain a sound financial management system, based upon generally accepted accounting principles. Contractor’s system shall provide fiscal control and accounting procedures that will include the following:
i. Information pertaining to tuition rates, payments, and educational assistance payments;
ii. Source documentation to support accounting records; and 19 iii. Proper charging of costs and cost allocation.

2. Contractor’s Record: Contractor’s records shall be sufficient to:
i. Permit preparation of required reports;
ii. Permit tracking of funds to a level of expenditure adequate to establish that funds have not been used in violation of the applicable restrictions on the use of such funds; iii. Permit the tracking of program income, or profits earned, and any costs incurred (such as stand-in costs) that are otherwise allowable; and
iv. Permit tracking and reporting of leveraging as required.

3. Costs Charged: Cost shall be charged to this contract only in accordance with the City and other requirements as required by funding source(s).

D. Performance Standards: Contractor shall comply with and adhere to the performance accountability standards as described in this Contract and applicable regulations and the activity levels to be utilized by City for program evaluation and monitoring.

E. Expenditures: Contractor agrees that the expenditures of any and all funds under this Contract will be in accordance with the terms and conditions of this Contract, the HEAP Agreement, N - SPA MOU, and applicable federal, state, and local laws.

F. Payment Requirements: If funding levels are significantly affected by Federal or California budgets and funds are not allocated and available to City for the continuance of the Services performed by Contractor, the Contract may be terminated by the City at the end of the period for which funds are available. The City shall notify Contractor at the earliest possible time of any service, which will or may be affected by a shortage of funds. No penalty shall accrue to the City in the event this provision is exercised and the City shall not be obligated nor liable for any damages as a result of termination under this provision of this Contract, and nothing herein shall be construed as obligating the City to expend or as involving the City in any Contract or other obligation for future payment of money in excess of appropriations authorized by law.

1. Contract Amount: It is expressly agreed and understood that the total amount to be paid by City under this Contract shall not exceed the Maximum Compensation set forth above.

2. City will reclaim any unused balance of funds for reallocation to other City approved and lawful purposes.

3. Payment of Project Activities:
a. Payment of Project Activities: City will reimburse Contractor for eligible project - related costs only. Contractor shall submit requests for reimbursement to City on a monthly basis beginning the first day of the first full calendar month following the 20 Effective Date, and must provide adequa te documentation as required by City in accordance with the Reimbursement Policy, as set forth in Exhibit 1, attached hereto and incorporated herein by reference. In addition, Contractor will provide a monthly performance report by the 20th of the month for the preceding month of services, as prescribed by City. Failure to provide any of the required documentation and reporting will cause City to withhold all or a portion of a request for reimbursement, or return the entire reimbursement package to Contractor, until such documentation and reporting has been received and approved by City.
b. If Contractor has no request for reimbursement during any quarter during the term of this Contract, a monthly performance report, including and explanation as to why no invoices were being processed, shall be required in lieu of a request for reimbursement.
c. Contractor will have forty-five (45) days following the expiration of the Contract to submit outstanding invoices for reimbursement of eligible costs incurred during the Contract period. After the forty -five (45) day period for submitting invoices has expired, City shall reallocate the remaining balance under this Contract for other program purposes and Contractor shall be ineligible for any further reimbursement.

4. Funds shall not be disbursed for any costs incurred prior to the certification by City of Certificate(s) of Insurance as further defined in the “Insurance Requirements” of this Contract.

5. Eligible costs related to services provided by Contractor must be incurred during the term of this Contract. The Project shall be completed and all funds provided through this Contract shall be expended on eligible Project activities through and including the term hereof.

6. Advances. Notwithstanding the foregoing , upon written request and justification of an immediate need based upon cash forecasting from Contractor, and subject to the City’s actual receipt of applicable federal, state, or local grant funding or contributions, City may advance to Contractor a portion of City’s maximum obligation hereunder. Project Manager shall reduce the amount of monthly payments in the third, fourth, and fifth months by an equal amount of any advance payment, under the provisions above, to recover any outstanding advance or part thereof. Such recovery may not exceed the total of all outstanding advances.

No monthly payment shall be made to Contractor which would result in less money remaining unpaid to Contractor than the total of advances made to Contractor.

G. Performance. Contractor shall provide the oversight, administration, and project management necessary to accomplish all contracted activities in a timely manner. Contractor also agrees to comply with all applicable Federal, State, and local laws and regulations governing the funds provided under this Contract.

H. Drug-Free Workplace: The Contractor hereby certifies compliance with Government Code Section 8355 in matters relating to providing a drug-free workplace, and shall provide the City with certification of compliance on the forms and in the manner required by law. 21 I. Publicity, Literature, Advertisements, and Social Media:

1. City owns all rights to the name, logos, and symbols of City. The use and/or reproduction of City’s name, logos, or symbols for any purpose, including commercial advertisement, promotional purposes, announcements, displays, or press releases, without City’s pr ior written consent is expressly prohibited.

2. Contractor may develop and publish information related to this Contract where all of the following conditions are satisfied:
a. City provides its written approval of the content and publication of the information at least 30 days prior to Contractor publishing the information, unless a difference timeframe for approval is agreed upon by the City;
b. Unless directed otherwise by City, the information includes a statement that the program, wholly or in part, is funded through City, State and Federal government funds [funds identified as applicable];
c. The information does not give the appearance that the City, its officers, employees, or agencies endorse:
d. any commercial product or service; and,
e. any product or service provided by Contractor, unless approved in writing by City; and, f. If Contractor uses social media (such as Facebook, Twitter, YouTube or other publicly available social media sites) to publish information related to this Contract, Contractor shall develop social media policies and procedures and have them available to City.

Contractor shall comply with City Social Media Use Policy and Procedures as they pertain to any social media developed in support of the services described within this Contract.

IN WITNESS THEREOF, the Parties have caused the execution of this Contract by their duly authorized representatives below.

CITY OF BUENA PARK MERCY HOUSE LIVING

CENTERS, INC
________________________ ________________________
Aaron France, City Manager Patti Long, Chief Financial Officer ATTEST:
__________________________ __________________________
Adria Jimenez, City Clerk Larry Haynes, President
APPROVED AS TO FORM:
_______________________
Christopher Cardinale, City Attorney

ATTACHMENT A

SCOPE OF SERVICES
1) General. Contractor shall provide all labor, materials, supplies, and serves needed to manage and operate the facility located at 6490 Caballero Blvd., Buena Park (“Center”) consistent with this Contract, the Management, Operations, and Public Safety Plan (“MOPS”) described in Attachment B, and Contractor’s proposal, dated March 12, 2024, a copy of which is attached hereto as Attachment A-1. The Center shall be operated by Contractor as a year-round, non-faith based, transitional shelter for initially 150 adults, providing shelter 365 days a year and accessible to the shelter residents 24 hours / day. In addition, the Center will include a multi-service center made available to homeless clients by the same operator who will coordinate a range of on-site, non- faith-based programs and services provided on an in-kind basis by community partners. The Contractor shall be responsible for all day- to-day operations of the Center during the term of the Contract. All work shall be performed in accordance with all latest applicable codes, standards, and regulations.
2) Operations. Contractor shall manage and operate the Center consistent with the Contract, and the Management, Operations, and Public Safety Plan (“MOPS”) described in Attachment B.
3) Repairs, Maintenance, Additions and Reconstruction. Throughout the term of the Contract, Contractor will be required, at Contractor’s sole cost and expense, to keep and maintain the Center and any and all improvements now or hereafter constructed and installed on the Center in good order, condition and repair and in a safe and sanitary condition and in compliance with all applicable laws in all material respects including, but not limited to, the landscaping, hardscaping, plumbing systems, fluorescent ceiling- mounted electric light fixtures; bulbs for fluorescent lights and related switches; windows; doors and locks, interior/non-structural/above-slab elements of the Center
and all furnishings and equipment thereon, if applicable, and improvements constructed thereon in good order and repair (reasonable wear and tear excepted), and to keep said Facility in a neat, clean, orderly, safe, and sanitary condition. Said maintenance includes, but is not limited to, janitorial services, flooring care, other maintenance obligations as further defined in the Maintenance Responsibilities Table and the prevention of accumulation of any refuse or waste materials that might constitute a fire hazard or a public or private nuisance. 4) Requirements of Contractor. At all times during the term of the Contract, the Contractor, at Contractor ’s sole cost and expense, will be required to observe and comply in all material respects with all Laws now or hereafter made or issued respecting the Center and/or the Improvements that are applicable to the Contractor.

ATTACHMENT A-1

[ATTACH CONTRACTOR’S PROPOSAL]

ATTACHMENT B

Center Management, Operations, and Public Safety Plan

The Buena Park Navigation Center (Center) shall accommodate up to 150 clients initially, while providing access to a wide range of programs and supportive services. The Center shall provide safe shelter, basic needs, and navigation services to move individuals and families out of homelessness and into permanent housing opportunities. Clients shall be admitted with minimal, "low-threshold" requirements so that chronic and vulnerable homeless people in the north service planning area can easily enter and remain in shelter until they can find permanent housing. Those accessing the Center Shelter Program will include homeless single men and single women living on the streets in the North Service Planning Area of Orange County.

Contractor shall manage and operate the Center in compliance with the most recent Maintenance and Operations Plan dated _____________, (“MOPS” ). The City shall retain the discretion to review, amend, clarify, or otherwise modify the Management, Operations, and Public Safety Plan from time to time, and Contractor shall work in good faith with City staff to develop, update, and at all times maintain, and implement, MOPS that accomplishes the purposes of th e Contract and is compliant with applicable laws.

The substitution or addition of other key individuals in any given category or classification shall be allowed only with prior written approval of the City Project Manager. The City may reserve the right to involve other personnel, as their services are required. The specific individuals will be assigned based on the need and time of the service/class.

ATTACHMENT C

PAYMENT/COMPENSATION

1. COMPENSATION:

This is a cost reimbursable CONTRACT between the CITY and the CONTRACTOR for up to the Maximum Compensation per calendar year, commencing the Effective Date and continuing for the Term of the Agreement. The CONTRACTOR agrees to accept the specified compensation as set forth in this CONTRACT as full remuneration for performing all services and furnishing all staffing and materials required, for any reasonably unforeseen difficulties which may arise or be encountered in the execution of the services until acceptance, for risks connected with the services, and for performance by the CONTRACTOR of all its duties and obligations hereunder. The CITY shall have no obligation to pay any sum in excess of the total CONTRACT amount specified unless authorized by an amendment in accordance with paragraphs C and R of the CITY’s General Terms and Conditions.

2. PAYMENT TERMS:

An invoice for the reimbursable costs shall be submitted to the address specified by the CITY upon the completion of the engagement and approval of the CITY Project Manager.

CONTRACTOR shall reference CONTRACT number on invoice. Payment will be net 30 days after receipt of an invoice in a format acceptable to the CITY and verified and approved by the Director of Finance and subject to routine processing requirements of the CITY. The responsibility for providing an acceptable invoice rests with the CONTRACTOR.

Billing shall cover services not previously invoiced. The CONTRACTOR shall reimburse the CITY for any monies paid to the CONTRACTOR for services not provided or when services do not meet the CONTRACT requirements.

Payments made by the CITY shall not preclude the right of the CITY from thereafter disputing any items or services involved or bill ed under this CONTRACT and shall not be construed as acceptance of any part of the services.

3. INVOICING INSTRUCTIONS:

Further instructions regarding invoicing/reimbursement are attached hereto and incorporated herein by reference.

The CONTRACTOR will provide an invoice on CONTRACTOR’s letterhead for services rendered. Each invoice will have a number and will include the following information:

The Demand Letter/Invoice must include:

1. CONTRACTOR’s name and address

2. CONTRACTOR’s remittance address (if different from 1 above)

3. Name of CITY Department

4. CITY CONTRACT/MASTER AGREEMENT number

5. Service date(s) – Month of Service

6. Rate

7. Delivery Order (DO) / Subordinate Agreement Number

8. Deliverables / Service description (in accordance with Attachment A)

9. CONTRACTOR’s Federal I. D. number

10. Total

4. BUDGET: FISCAL YEAR 24-25

ATTACHMENT D

[INSERT HEAP AGREEMENT]

ATTACHMENT E

[INSERT N-SPA AGREEMENT]

Proposal Contact:

Jillian Sanchez
Grants Manager
PH: (714) 836-7188 x237
EM: [email protected]
PO Box 1905 Santa Ana, CA 92702
Joint Request for Proposals for
The Operator of Two North Service Planning
Area (NSPA) Navigation Centers in
Placentia and Buena Park
RFP: TWO NORTH SPA NAVIGATION CENTERS
City of Placentia and City of Buena Park
21 I. COVER PAGE

ORGANIZATION INFORMATION

Name of Organization: Mercy House Living Centers (“Mercy House”) Executive Director/CEO: Larry Haynes

Address: P.O. Box 1905, Santa Ana, CA 92702 _ Phone: (714) 836-7188 Fax: (714) 836-7901 _
Organization Website: www.mercyhouse.net
Organization Email: [email protected]

Name and title of person submitting Proposal Jillian Sanchez, Grants Manager Phone (714) 836-7188 ext. 237 Email address [email protected]

ORGANIZATION DESCRIPTION
Are you a 501(c)(3) organization? Yes Federal Tax ID No.: 33-0315864 How long has the organization been in operation? 33 years

PROPOSAL SUBMITTED FOR: (CHECK ONE)

Both Navigation Centers One
Navigation Center:

Placentia Buena Park

RFP: TWO NORTH SPA NAVIGATION CENTERS

City of Placentia and City of Buena Park

22 CERTIFICATION

Non
-
Discrimination: This agency
will, through all possible means, ensure equal opportunity for all persons to receive services, to participate in the volunteer structure, and

employed

regardless

age,

handicap,

national

background,

race,

religion,

sex, or sexual
orientation. An existing sectarian nature of the agency shall not suffer impairment under this agreement, but participation in religious observances, rituals or services will not be required as a condition of receiving food, services, or shelter paid for b y this

grant.

The

undersigned

hereby

certifies

that

all

information

given

the

Service

Provider

this Proposal

true

and

correct

the

date

hereof.

Non
-
collusion:

This

proposal

genuine, and not sham or collusive, nor
made in the
interest or on behalf of any person not

herein named; the proposer has not directly induced or
solicited any other proposer to put in a sham proposal, or any other person, firm or corporation to refrain from submitting a proposal;

the

proposer

has

not

any

manner

sought

collusion

secure

for

him/herself
an advantage over any other

proposer.

The undersigned hereby certifies that the Service Provider has read this Proposal and agrees

that,

should

the

project

approved,

the

organization

will

abide

the

covenants contained

herein.

The undersigned is duly authorized to execute this document on behalf of the Service Provider as of the date written

below.

The undersigned Organization acknowledges that he/she has thoroughly reviewed all pages

for

this

RFP.

The

Organization

further

acknowledges

that

he/she

aware

all

the requirements of these documents and
agrees to same. The Organization shall be bound to furnish the services specified according to requirements herein, upon
acceptance by City of

Placentia.

This Proposal must be signed by a board officer and the staff officer to whom future questions and correspondence may be addressed. Signatories attest to the accuracy of the information. Any figures that are estimated should be
marked (e).

Submitted

this

day

2024
.

Organization

Name

City/State

Zip

Code

Twelfth
March
Mercy House Living Centers
Santa Ana, CA
92702
RFP: TWO NORTH SPA NAVIGATION CENTERS

City of Placentia and City of Buena Park

Board Officer of Organization

By
:

Raymond Bukaty

Printed Name of Authorized Representative

Name:

Signature of Authorized Representative

Title:

Chairma
n

Date:

Staff Officer of Organization

By:

Larry Hay
nes

Printed Name of Authorized Representative

Name:

Signature of Authorized Representative

Title:

Chief Executive O
fficer

Date:

23 3/12/24
3/12/24
RFP: TWO NORTH SPA NAVIGATION CENTERS
City of Placentia and City of Buena Park
24 PROPOSAL NARRATIVE SECTIONS:

All project proposals must respond to the following sections within the page limits for each to be considered responsive:

II. OPERATOR EXPERIENCE AND CAPACITY - (25 points) (Max 4 pages) A. Team. (5 points) Describe the Organization's leadership structure and key staff members and their duties as central to the implementation of the Proposed Navigation Center Programs. Identification of Project Lead or Program Director assigned to oversee implementation of op erations of the Navigation Center(s).

Describe this team member’s experience with Navigation Center operations. If more than one nonprofit is partnering in the service delivery, describe the role of each entity.

Mercy House is governed by a Board of Directors comprised of 19 members representing a diverse range of sectors including a representative with lived experience of homelessness. Our executive staff have more than 100 years of combined experience in providing services to homeless and at-risk populations and have served in several leadership roles throughout Southern California as well as within the Orange County CoC. Mercy House has a dedicated team of executive and management staff to support the planning, development, on -boarding and on-going management of the shelter programs. This team was the chief architect of the County of Orange’s Year-Round Emergency Shelter Management and Operations Plan. The policies and procedures we developed for the no walk- up, reservation-based emergency shelter have since become the standard for new emergency shelters across California. This team has direct experience in launching, operating, and managing all of Mercy House’s emergency shelters/navigation centers across includes a total of 1,692 emergency shelter beds across 18 different sites in seven counties.

Please see Attachment D for descriptions of leadership, key staff members and personnel.

B. Experience. (10 points) Describe the Organization’s experience providing social service programs to individuals experiencing homelessness and operating a year-round shelter/navigation center, with an emphasis on experience gained in the last three years on projects like the two North SPA Cities Navigation Center(s).

1. Describe the Organization’s experience and success operating a residential program with diverse and complex needs of homeless individuals and couples. What has been most successful and why? How does your organization ensure clients service needs are met within program timeframes? With over 33 years of experience in providing services to the homeless, including the chronically homeless, our staff has extensive knowledge of the needs and barriers faced by the homeless as well as a variety of resources and best practices which may prove helpful to their success. Over the past 10 years, we have shifted the focus of our agency and have made programmatic adjustments to ensure that we were sufficiently contributing to a vision of ending homelessness by serving the most vulnerable in our community. This vision to serve the most vulnerable has also led us to significantly increase our emergency shelter footprint in Orange County and beyond. This expansion of services, while seemingly rapid, hyper growth to some, actually plays to some of our greatest organizational strengths including: 1) working collaboratively with City/County governments, 2) working collaboratively with other organizations, 3) operating effective large mass shelters, and 4) providing housing - focused navigation services and support.

As an operator of 18 different housing navigation sites since 2017, over the years, our experience has taught us valuable lessons in ensuring the effectiveness of our centers and we have adapted our strategies and practices overtime accordingly. These keys to success include:
• Client-Centered Care: From the moment clients enter our shelters, we strive to create an atmosphere of respect, dignity, and collaboration, where they feel valued and empowered to take steps towards stability and self-sufficiency.

RFP: TWO NORTH SPA NAVIGATION CENTERS
City of Placentia and City of Buena Park
25 • Trauma-Informed Care: Our shelters are designed to be sensitive to the impact of trauma and to create an environment that promotes safety, trust, and healing. This involves adopting trauma -informed practices throughout our operations, such as recognizing and responding to trauma triggers, creating physically and emotionally safe spaces, and providing opportunities for clients to regain a sense of control and empowerment. We have implemented a practice of reducing traditional security measures in favor of Safety Coordinators who are specially trained to work effectively with vulnerable homeless populations. • Low Barrier: We maintain a low barrier approach to admission, ensuring accessibility for all individuals seeking shelter, regardless of their circumstances.
• Inclusivity: Our centers welcome animals and couples, recognizing the importance of accommodating diverse needs and family dynamics.
• Cultural Humility: We embrace cultural humility, acknowledging and respecting the diverse backgrounds and experiences of our clients.
• Housing-Focused Shelter: Our centers adopt a Housing First approach, prioritizing rapid rehousing and permanent housing solutions as the primary pathway out of homelessness. We have made a strategic decision to separate shelter logistics from housing navigation in order to sharpen our focus on achieving better housing outcomes and providing a higher level of case management training. • Client Engagement: We strive for high rates of client engagement in the Coordinated Entry System (CES) and the development of individualized housing plans.
• Intensive Case Conferencing: For clients with high acuity or long lengths of stay, we engage in intentional and intensive case conferencing to address complex needs and barriers to housing stability. • Comprehensive Services: Our centers offer a range of on-site services, including substance use treatment, dental and vision care, and mental health support, through partnerships with Federally Qualified Health Centers (FQHCs) and other providers.
• Collaborative Partnerships: We maintain collaborative partnerships with housing providers and community organizations to facilitate housing placements and support services for our clients. • Synergy with Housing Programs: Our centers work synergistically with our own housing programs, ensuring continuity of care and support for clients as they transition from shelter to permanent housing.

2. Provide examples of your Organization’s experience and strategies in achieving favorable performance outcomes for similar projects, balancing appropriate length of stay and exits to permanent housing.

We have operated shelter programs and emergency service programs since 1990. We have operated year -round shelters and Navigation Centers since 2017. The dashboard below provides a snapshot of our shelter bed portfolio as well as the collective impact of ou r housing navigation and emergency shelters from July 1, 2017 through June 30, 2023:

RFP: TWO NORTH SPA NAVIGATION CENTERS
City of Placentia and City of Buena Park
26 Through a competitive process, Mercy House was selected as the vanguard operator of the Buena Park Navigation Center in June 2020, amidst the challenging circumstances of the COVID-19 pandemic. Since commencing operations in 2020, Mercy House has successfully assisted 106 BPNC shelter guests in transitioning to permanent housing, with an additional 39 individuals securing temporary housing. Based on the known destinations at exit from the shelter, this represents a 35% success rate for permanent housing and an additional 13% success rate for temporary housing. The average length of stay for individuals exiting the program was 102 days, which is 32% less than the national average of 151 days.

Of those that exited successfully, 65% were connected to a housing subsidy program through access to the Coordinated Entry System they gained while in the program. The other 35% self-resolved their homelessness. Self- resolved homelessness is another direct byproduct of the Housing Navigation case management we provide to program participants including establishing housing and employment goals, connections to benefits and asses sing strengths and resources that the program participant may have to overcome their homelessness including reunification with family members.

We have a long history of successfully engaging both chronically homeless and vulnerable populations in emergency shelter settings. In their care for these populations, our Housing Navigators use several engagement and case management best practices to help break down barriers to service acceptance. Our Housing Navigators are trained to promote a person’s right to have choice and control over the process of exiting homelessness and is an effective strategy to empowering people and building rapport. Our service engagement includes motivational interviewing, a collaborative, person-centered approach to elicit and strengthen motivation to change and trauma informed care, a practice that focuses on the triggers and vulnerabilities of trauma survivors including the loss of home, community, stability, safety, and social networks faced by homeless people. To reduce the likelihood of re - traumatization all interactions and engagement with a person are based on culturally relevant and appropriate interactions for the diversity of people we serve. Whenever possible we employ Housing Navigators with lived experience to create peer support relationships. We are always respectful and responsive to the beliefs, sexual orientations, disability statuses, age, gender identities, cultural preferences, and linguistic needs of all individuals we serve, and staff are trained in such a way. We use harm reduction practices including a non -judgmental, non- coercive provision of services.

RFP: TWO NORTH SPA NAVIGATION CENTERS

City of Placentia and City of Buena Park

27 C.

stable housing and self-sufficiency.

Park and Placentia shelters, facilitating successful outcomes and empowering individuals on their journey towards

This collaborative approach aims to provide even more comprehensive support to our guests at both the Buena

housing navigators to create a dedicated Care Management team. expansion will include the addition of on-site Enhanced Care Management staff, who will work alongside our current

year

2024-2025,

are

excited

announce

our

plans

expand

CalAIM

services

within

our

shelters.

This

have access to essential housing deposit and move-in resources upon exiting the shelter.

In the upcoming fiscal

allows us to integrate CalAIM services into our shelters. This integration ensures that authorized shelter guests

Lastly, Mercy House is proud to be a contracted community supports provider with CalOptima, a partnership that

together with our

community partners to support the North SPA shelter system more fully and

effectively.
and building upon these collaborative partnerships in the coming years. We recognize the importance of working

we provide to individuals experiencing homelessness.

As we look ahead, it is our desire to continue strengthening

have been able to expand our service offerings, improve access to care, and enhance the overall quality of support

to address their diverse needs and challenges. By leveraging the expertise and resources of

these

partners, we

treatment and legal assistance, these partnerships have enriched

the BPNC

program and empowered our clients

services

that

directly

benefit

our

clients.

From

healthcare

services

and

mental

health

support

substance

use

Through these partnerships, we have

been able to offer a wide range of in-kind and invaluable on-site and off-site

along with various service providers, have been instrumental in enhancing the support we provide to our clients.

Our collaborative partnerships with organizations such as KCS (Korean Community Services) and other FQHCs,

Despite COVID-19 pauses

on volunteer

services, the navigation center has received

145

volunteer hours.
assistance, volunteers play a vital role in augmenting our capacity and extending the reach of our services.

providing meal services and

organizing donation drives to offering administrative support and direct client

Specialist has been instrumental in recruiting and coordinating volunteers to support the navigation center. From

shelter as a result of these

in-kind

donations is

nearly $19,000.

Furthermore,

our Community Resource
offerings, and enhance the overall quality of care provided to our clients.

The estimated cost savings to the
Buena Park Navigation

Center. These contributions have helped offset operating costs, expand our service

donors to secure in-kind donations of shelter items, food, clothing, and other essential supplies to support the

Specialist, we have cultivated relationships with local businesses, community organizations, and individual In securing in-kind donations of good and services, through

the efforts of our

dedicated

Community Resource

the County of Orange’s Office of Care Coordination that will extend into FY24 -25 to support BPNC.
additional

funding for the program

outside of the City’s investment
.

We currently have a multi-year contract with

center and enhance services to shelter guests.

Over the past four years, we have secured

nearly

$1M in

federal EFSP, State of California and

the

County of Orange to support gaps in funding to support the navigation

our operations of the Buena Park Navigation Center, we have successfully secured a number of

grants

from

philosophy.
hired. Once a staff has been established, Mercy House will begin training in policy and procedures,

and

service

Navigation Center that are

interested in continuing their current roles. Any remaining gaps in the staff plan will be

partner with the current operator to identify a staff retention plan for current staff working at the Placentia

Hiring and training will begin within the first 45 days, prior to the handoff of the program. Mercy House intends to

including coordination.
informing clients and stakeholders of transition process, review financial records, budgets, and funding sources

facilitate transition of personnel from pervious operator, employ policies and procedures as well as protocols for

selected. For the Placentia Navigation Center, Mercy House will

utilize a full 90 days to being assessments,

Mercy House is the current operator for Buena Park Navigation

Center and

will continue operations should we be

will

leverage other funding and in-kind services to achieve high performing

operations.
seamless transition, from another operator, within 45 to 90 days. Provide examples of how the Organization

Center(s).

Describe

the

action

steps

and

strategies

that

the

organization

will

deploy

for

scaling

administrative

capacity

and

managerial

oversight

successfully

operate the

North

SPA

Cities

Navigation

Capacity.

(10

points)

Describe

the

necessary

components

that

will

required

for

the

Organization
’
s

RFP: TWO NORTH SPA NAVIGATION CENTERS
City of Placentia and City of Buena Park
28 D. Documentation to be included in the Exhibits for each entity (Required to meet proposal threshold):

1. An organizational chart showing lines of responsibility for each staff position.

2. Resumes of leadership and job descriptions for key programmatic and administrative staff identified to work on these programs specifically.

3. Documentation that each entity is certified by the U.S. Internal Revenue Service as a 501(c)(3) tax - exempt non-profit corporation.

4. Attach three (3) references: One funder audit report, one from a partnering agency and one from a community stakeholder. These references from public agency partners with full names, titles, contact phone and email information, and identification of the projects in which similar shelter operational services were provided.

RFP: TWO NORTH SPA NAVIGATION CENTERS
City of Placentia and City of Buena Park
29 III. PROGRAM DESIGN AND OUTCOMES – (25 POINTS) (MAX 4 PAGES) A. Program Description. Provide a detailed narrative describing the proposed navigation centers and explaining how the program will ensure that persons with complex needs can be served effectively. Please make sure to address the following information:

1. Continuum of Care System. (3 points) Explain how the navigation centers will be integrated into the larger Continuum of Care system.

As active members of the CoC, Mercy House participates in CoC meetings, committees, and planning processes. We contribute our expertise and insights to CoC initiatives aimed at addressing systemic homelessness, advocating for policy changes, and enhancing service coordination and integration across the community. Through formalized partnerships and collaborative agreements, we establish referral pathways and ensure individuals accessing our navigation centers can seamlessly access other services, including housing assistance, mental health support, substance abuse treatment, and employment services.

2. HMIS/CES.(2 points) Describe the Organization’s experience working in HMIS and your plan to comply with HMIS requirements. The CoC Coordinated Entry System (CES) is within the HMIS System. How does the Organization overcome system delays in securing a CES housing placement? Mercy House has been an integral part of the Orange County HMIS system for over two decades. Upon admission to our program, every guest completes standardized OC HMIS Intake and Consent Forms alongside a Housing Navigator. Our dedicated Data/Reservation Specialist ensures that all entries, exits, and services are promptly logged into HMIS within 24 hours of occurrence. Upholding our commitment to data integrity, our Data Manager meticulously oversees accurate data entry, adhering to our established "Data Quality Plan," which includes monthly reviews to ensure accuracy and timeliness. Our Housing Navigators conduct CES assessments, gather necessary documentation, and actively participate in weekly match meetings. Recognizing potential delays within CES, our Housing Plans encompass a variety of housing options both within and outside of CES parameters. Additionally, Mercy House manages the ICES system for the North SPA region, providing essential office hour support to shelter staff members.

3. Income/Employment and Permanent Housing. (3 points) Describe how clients will be connected to increased income and permanent affordable housing.

Once a Housing Navigator has conducted an individual assessment of needs and complete CES assessments, clients are helped in obtaining necessary documents, linkages to resources, and employment guidance. Shelter clients are connected to employment and job service providers including Chrysalis to provide job skills training, coaching, and mentoring, FAFSA assistance, and job placement services.

Housing Navigators attend weekly match meetings to advocate for their clients to be matched to housing resources. As CES will not be the only available resource for shelter guests to obtain permanent housing, Housing Navigators also explore other housing options in the Individualized Housing Plan.

4. Admission Criteria and Procedures. (3 points) Describe admission criteria and procedures including client rules and guidelines, identification requirements, screening requirements, bed reservation system, new clients, day leave and returning clients and hours of operation. o NSPA Cities refer clients into the program from PD Homeless Liaison Officers, City representatives and certain outreach staff using the Outreach GRID technology, there are residency requirements and 290 Registrants and those with active felony warrants are not eligible.

The Buena Park Navigation Center is operational 24 hours a day, 7 days a week, 365 days a year and per this RFP, the Placentia Navigation Center will follow the same operational times. To decrease the impact to the surrounding neighborhood, access to bed availability is handled through a reservation system. No walk - ins without a reservation are permitted. Daily bed vacancies are updated daily in the “Outreach Grid” bed reservation platform to coordinate referrals from the North Orange County Public Safety Collaborative referral partners including street outreach teams and homeless liaison officers. Mercy House has a dedicated Data/Reservation Specialist who is charged with receiving referrals from designated referral partner agencies daily. Every evening the Site Leader updates the Bed Reservation Roster to track inventory and bed vacancies. This roster is then shared with the Data/Reservation Specialist so they know exactly how many RFP: TWO NORTH SPA NAVIGATION CENTERS
City of Placentia and City of Buena Park
30 referrals may be received that day and the type of beds that may be available (i.e. women’s bed, men’s bed , etc). Once a referral is made, the Data/Reservation Specialist conducts the open felony warrant and sex offender screening. If the person is cleared of their screenings, they will call the referring partner back to let them know the referral was approved and provide them instructions on accessing the shuttles to transport them to the shelter. To ensure that each program’s bed inventory is utilized as efficiently as possible, Mercy House will enforce a “Guest Attendance Policy” that specifies limitations on nights away from the shelter.

Policies also dictate procedures for day leaves and reentry that ensure program safety.

Reference Attachment I for full policy texts.

5. Re-admission Procedures. (2 points) Describe exit and re-admission policies and procedures.

Mercy House has an established Shelter and Operations Policies and Procedures for re-admission that will be used in the two shelter programs. Reference Attachment I – Reenrollment Policy for full policy text.

In general, guests who exit the shelter may reenter however bed vacancy priority is given to those who have not yet gone through the Program curriculum. When a guest exits the program, they may contact the Program’s Reservation Center or Front Desk Phone Number, or other Coordinated Entry Point the following business day to be notified of their eligibility for reenrollment. Reenrollment eligibility may be possible after a predetermined time has passed since a guest’s exit. This “re-eligibility” time will be dependent on the severity of their most recent exit. Low-Tier Exits will result in the exited guest having to spend at least 30-60 days out of the program before they would be eligible for reentry, mid -tier exits would be for minimum 90 days and high tier infractions would be minimum 180 days. if a guest demonstrates especially violent or dangerous behavior, the decision may be made by program management to prohibit that person from ever returning to the Program and would be considered a “Critical Exit.”

6. Types of Services. (3 points) Describe the type of on-site and off-site services to be provided including, but not limited to: outreach and engagement, intake and assessment, case management, residential services, housing navigation and retention, behavioral health counseling and treatment, crisis intervention services, etc.

Services are designed to meet the basic needs of the most vulnerable homeless individuals living on the streets of the North SPA region while supporting them through services that increase access to permanent housing opportunities.

The services provided focus on four main areas, including:

1. Shelter Services – meeting basic needs such as beds, food, showers, laundry, and larger needs such as computer access, pet services, and personal storage.

2. Supportive Services – including but not limited to case management, employment services, veteran services, mentoring and life skills. benefits enrollment, transportation assistance, finance education, legal support, and resource referrals.

3. Housing Services – targeted to provide connections to housing including Housing Navigation, enrollment in Coordinated Entry, tenant education and access to rapid rehousing programs.

4. Health Services – targeted to meet the acute health needs of shelter guests including disease assessment, respite care, treatment of disease, addiction, and behavioral health.

As a 24-hour Emergency Shelter Program, staff will encourage all program participants to stay on -site during the day and take advantage of the services provided to them during the daytime. The role of Mercy House as the operator is to recruit and manage service partner agencies specialized in providing an array of supportive services beneficial to program participants.

7. Case Management. (3 points) Describe the level and frequency of case management and explain the time intervals used for achieving document readiness for CES, securing income, accessing treatment referrals, and achieving housing placements.

Housing Navigation is provided to shelter guests at a minimum weekly during their time in the shelter. During these sessions, housing navigators work collaboratively with guests to assess their needs, set achievable goals, and develop personalized housing plans. Housing Navigators prioritize assisting guests in obtaining necessary documentation for CES assessments, such as identification documents, proof of disability, and RFP: TWO NORTH SPA NAVIGATION CENTERS
City of Placentia and City of Buena Park
31 documentation of homelessness. This process typically takes place within the first few weeks of enrollment in the program to ensure guests may participate in CES and access housing resources efficiently.

As part of the Housing Plan process, Housing Navigators work with guests to identify opportunities for increasing income, which may include employment assistance, accessing public benefits, or connecting with vocational training programs. The timeline for securing income varies depending on the individual's skills, experience, and job market conditions but typically ranges from several weeks to a few months. For guests in need of mental health or substance abuse treatment, Navigators facilitate timely referrals to appropriate healthcare providers or treatment facilities. The timeframe for accessing treatment referrals depends on the guest's readiness to engage in treatment but is typically prioritized within the first month of enrollment. The partnerships with FQHC partners KCS at BPNC and Family Health Matters at Placentia help to expediate access to these health services.

Mercy House is committed to helping guests secure permanent housing placements as quickly as possible.

Navigators work closely with clients to connect to CES, identify suitable housing options, assist with housing applications, and navigate the housing market. The timeline for achieving housing placements varies depending on factors such as housing availability, client preferences, and eligibility for housing a ssistance programs but is typically prioritized within three to six months of enrollment. The all-time average length of time to a permanent housing placement at Buena Park Navigation Center is 289 days – 44% have exited successfully within 180 days, 64% have exited successfully within 365 days. Our goals is to continuously reduced this average.

8. Program Outcomes. (3 points) Describe how the Organization will structure its program to meet and exceed program outcomes listed in the RFP. Length of Stay/Occupancy metrics are a key priority to ensure system flow.

In meeting the performance objective to maintain occupancy at 95%, we will:
✓ Retain a Call Center Specialist to ensure that bed vacancies are enter ed into Outreach Grid bed reservation platform daily.
✓ Continue to actively work with North Orange County Public Safety Collaborative and “Outreach Grid” technology platform to receive referrals as vacancies arise.

In meeting the performance objective to have 25% of entries increase income, we will:
✓ Develop employment and/or benefits acquisition goals as part of the client’s Individualized Housing Plan. ✓ Support clients in navigating the process for applying to jobs or benefits acquisition resources . ✓ Connect program participants to employment resources in the community. Mercy House has formal relationships with Chrysalis, and United Way’s Upskill OC program. ✓ Provide transportation assistance to access important appointments. ✓ Leverage access to HDAP funded SOAR Specialists in the North SPA who may support program participants with SSI/SDI applications.

In meeting the performance objective to maintain 80% service engagement and utilization rates, we will:
✓ Work to build early trust and rapport with shelter guests through regular, polite, friendly, and person- centered interactions.
✓ Use case management best practices such as trauma-informed care, strengths-based approach and motivational interviewing techniques to allow shelter guests to see themselves as agents of change in their own lives and to create manageable and actionable goals.

In meeting the performance objective of achieving 25% of successful exits, we will:
✓ Create program participant -centered and housing focused housing plans and goals directed toward strengths and barriers to housing.
✓ Support clients to access CES as well as opportunities for housing outside CES. ✓ Provide comprehensive Housing Navigation case management at least weekly . ✓ Housing Navigators will attend weekly CES Match meetings to advocate that their clients are matched to appropriate housing interventions that may be available.

RFP: TWO NORTH SPA NAVIGATION CENTERS

City of Placentia and City of Buena Park

32 9.

and

indoor and outdoor recreational activities.
but will be not limited to, the following:

Access to on-site service providers;

Life skills classes and workshops

provided to them during the daytime unless the program states otherwise. Daytime program activities include

All guests will be encouraged to stay on-site during the day and to take advantage of the on-site services

duties with their assistance, but responsibility will ultimately belong to staff. logistics team may need additional support. When volunteers are available, staff may complete cleaning and night. All shelter staff will be expected to help in the event of an emergency clean-up or when the successful shelter program.

As such, staff will complete regular cleanings of the facility throughout each day

Mercy House has

a Daily

Cleaning Policy that helps ensure safety and wellness remain key components of a

which staff can use to keep items in appropriate quantities moving forward. in which each supply is depleted, so that a reasonable “Maximum/Minimum” threshold can be established by

Safety Coordinator, Site Lead, etc.). Part of this responsibility will include being able to determine the speed the task of recording inventory counts to any appropriate shelter operations staff (e.g., Logistics Coordinator,

items like Personal Protection Equipment [PPE],

and safety equipment. The Program Manager may delegate

supplies, including day-to-day consumables like kitchen, office, and cleaning supplies, as well as specialty

The Program Manager will be responsible for keeping an accurate and ongoing inventory of all needed

specialist’s supervisor as a professional courtesy.
urgent, but

no immediate
, need, the Emergency Services supervisor will be expected to coordinate with the

command

of any specialist staff without coordinating with the specialists’

direct supervisor. If there is an
same chain.

If there is a need for

immediate

attention, the Emergency Services supervisor may take
supervisor above a staff member in the chain-of-command may direct staff at positions below them on their

up to any level of management if the matter cannot be resolved with their direct supervisor. Likewise, any

policy that allows for concerns to be addressed efficiently. Every staff member is welcome to bring concerns Mercy House has established Staff Standards that include expectations as well as a

chain-of-command
for program participants.
cleanliness while promoting a healthy environment, incorporating recreation, education and activities

Milieu Management. (3 points) Describe the Organization’s practices for maintaining

structure, order,

stability over time.
✓

Maintain regular follow-up and monitoring, which are

essential to ensure that individuals maintain housing

access to

community resources.
✓

Provide

tailored

case

management

and

services

help

clients

overcome

housing

barriers

and

gain

without preconditions or barriers to entry.
✓

Prioritize the

Housing First approach,

with emphasis on

providing

clients

access to permanent housing
In meeting the performance objective

to have at least

90% Permanent Housing Placement retention
, we will:

appropriate housing interventions that may be available. ✓

Housing Navigators will attend weekly CES Match Meetings to advocate that their clients are matched to

homelessness as quickly as possible.

tangible action items for clients to focus on and drives all case management conversations to resolve ✓

Ensure that Housing Navigators develop an Individualized Housing Plan with shelter guests that sets

their first 30 days of program participation.
✓

Ensure that all shelter guests are assisted to enter Coordinated Entry System as a primary goal within In meeting the performance objective

of having no more

than

120 days length of stay

per client, we will:
✓

Maintain knowledge of housing resources that are available within and outside of Orange County.

RFP: TWO NORTH SPA NAVIGATION CENTERS
City of Placentia and City of Buena Park
33 IV. SERVICE DELIVERY METHOD AND STAFFING – (25 POINTS) (MAX 4 PAGES) A. (5 points) Provide information detailing the proposed number of full -time equivalent staff (FTE) coverage for each shift. Describe what role each position plays in the management of shelter logistics, and supervision, the Navigation Center supportive services and treatment planning efforts, coordination of programs provided on and off site, and transportation, community engagement components.

Currently, Mercy House has a 32-staff member team operating Buena Park Navigation Center. To operate the Placentia Navigation Center effectively and efficiently, Mercy House will employ 34 staff members comprised of a Program Manager, Housing Navigator Supervisor, Shelter Specialists, and several other positions integral to the operations of the shelter.

Please see Attachment D for the proposed number of full-time staff and the descriptions of each role.

B. (10 points) Describe the Staffing Management Plan including hiring, onboarding, background checks, attrition rates/response, training protocols for new staff, including but not limited to de -escalation techniques, conflict resolution and mediation, safety, confidentiality, emergency procedures, and trauma informed care.

Mercy House has established Shelter and Operations Policies and Procedures that consists of Staff Trainings Procedures, ensuring that from orientation to shelter onboard, new hires receive training that will be utilized in the shelter. All shelter staff will be expected to be well trained in best practices and Mercy House traditions. Part of this training will be received during Mercy House New Hire Orientation with Human Resources, while the vast majority of on-site experience and work skills be learned once they have been placed at the shelter site and introduced to their working group leads.

All staff will be expected to matriculate through agency and department training before they are permitted to work with the shelter clientele without personal new-hire supervision. The following milestones represent the order in which a new staff member is selected and trained to be a specialist working in homeless services.

Interview and Hiring – Typically completed in a series of interviews or selection phases, usually by the hiring supervisor and/or support from an HR representative.

Mercy House New-Hire Orientation – Provided by HR, usually with a group of other newly hired Mercy House staff, sometimes from different departments.

Assignment To Shelter Location and Supervisor – HR will provide the staff member with contact information for their Program Manager, as well as their site placement (HR may also provide contact information for the staff’s working group lead if it has been provided to HR via the requisition form) Tentative Scheduling and Shadowing – The supervisor will confirm a tentative schedule for the staff to work while completing on-the-job training and shadowing a group of veteran staff members in the work they will do once training is completed.

Mercy House Shelter Staff Onboarding – Onboarding will consist of on-site safety tours and demonstrations of work duties, as well as written and videographic trainings provided via “Mercy House University” (the Department’s resource and training knowledge platform)
Completion of Onboarding – After Onboarding has been completed and documented, proof of trainings will be archived and provided to Human Resources to go in the staff’s personnel file. At this time, the staff member is considered trained and ready to serve the homeless without personal supervisory assistance. They will assume their regular standard-duty work schedule immediately.

RFP: TWO NORTH SPA NAVIGATION CENTERS
City of Placentia and City of Buena Park
34 During orientation, Human Resources will educate staff on agency policies, procedures, and expectations, as well as assign post-hire credential training and employment responsibilities. After completing orientation, they will receive work assignments and initial work schedules. Emergency Services staff must complete Shelter Staff Core Training and Onboarding courses, provided by the Shelter Administrator and Human Resources team. Staff may shadow veteran staff members during training. After completing orientation and onboarding, supervisors can assign them to standard and independent work duties. Staff must also complete annual update training on key policies and critical knowledge. Examples of Core Training Topics required for all shelter staff include:

• Action Plans
• ADA & Disability Law
• Cleaning and Sanitation
• Communicable Diseases: Part I–
Germs, ATD’s & COVID-19
• Communicable Diseases: Part II –
Bugs!
• Communicable Diseases: Part III –
Bloodborne Pathogens &
Universal Precautions
• Data & Client Privacy
• De-Escalation Strategies
• Ethics and Good Habits
• Exits and Reenrollment
• Fire & Earthquake Safety
• Good Neighbor Policy
• Grievance Procedures
• Guest Expectations
• Housing-Focused Shelter
Engagement
• Incident Reporting
• Media Requests
• Narcan (Naloxone)
• Staff Expectations
• Volunteerism
In addition to these Core Trainings, specialist staff members will receive additional trainings to supplement their knowledge base on topics specific to their job duties (e.g., “Safety Searches training for Safety Coordinators, “Pre-Trip Inspections” for Fleet Drivers, and “File Archiving” for Housing Navigators). Every shelter will have the goal of keeping at least one staff member on every shift who has been trained and carries an active certification in CPR and First Aid.

C. (10 points) Describe how the Organization will address the following components of the program, as it pertains to the County of Orange Standards of Care for Emergency Shelter Providers and the Management and Operations Plan (MOPS) for the Navigation Center(s) in Appendix A, B and C, respectively. Please describe any deviations from the level of service described in these documents and clearly describe them in this section.

All our emergency shelters/housing navigation centers in Orange County have uniform and consistent adoption of integral operating policies and procedures that are established by the County’s Standards of Care. The policies and procedures that we have modified and/or adopted to align with the Standards of Care are actively used at the Buena Park Navigation Center and will be applied to the Placentia Navigation Center . Mercy House is monitored by the Office of Care Coordination on these Standards annually and does not have any unresolved concerns or corrective actions. We have a dedicated full-time Emergency Shelter Administrator whose job is to ensure that all these policies are procedures and adhered to at each one of our shelters and updated as needed. Please see Attachment I for a full description of each policy and procedure listed.

1. Describe the Safety Policy for the facility including facility maintenance, fire and earthquake safety, fire prevention procedures, lighting, loitering, entrance and exit procedures, alarms and cameras.

Mercy House's safety policies emphasize the use of evacuation plans, fire prevention tools, emergency lighting, fire inspections, alarm systems, and surveillance cameras. We contract external vendors to maintain equipment and ensure proper use of cameras. In case of an earthquake, inspections are maintained by the property owners' Facilities Management Department to prevent hazardous debris or damage.

RFP: TWO NORTH SPA NAVIGATION CENTERS
City of Placentia and City of Buena Park
35 Reference Attachment I – Emergency Planning and Response policies for full policy text.

2. Describe the Health Policies related to disease prevention (lice, bedbugs, mold etc), quarantine procedures, addressing medications, contraband, drug and/or alcohol use or possession, health and behavioral health issues.

Mercy House has established policies and procedures related to Health and Safety, COVID-19, Connection to On-site Medical Partner, Dangerous Intoxication, Hospitalization, Medication Management, Narcan Use, Daily Cleaning, Pest Control, Behavioral Health Emergency Response. Each policy aims to protect public health, ensure client well-being, maintain safety and security and establish clear guidelines and procedures, to create a supportive and healthy environment that fosters the well-being and success of guests and staff alike.

Reference Attachment I Health and Safety Policies for full policy text.

3. Describe the Security Plan for the facility. Use of equipment and security personnel to monitor the security of the facility and program occupants/staff.

Mercy House has established policies and procedures related to Security Plans including Fleet Safety Systems, No Trespass Policy, Photography Policy, Safety Coordination Procedures, and Safety Surveillance Policy. For use of equipment and security personnel to monitor the facility and program/occupant staff, most Mercy House shelters utilize some form of Safety Surveillance System in and around the shelter facilities. Surveillance Video Cameras are used for safety, training, and security purposes only, and never for personal or non-business use. The Safety Surveillance Systems will typically be owned or leased by Mercy House, and installed by a professional, third-party installation company.

Reference Attachment I – Site Security Policies for full policy text.

4. Please describe your Organization’s strategy for managing the Good Neighbor Plan and participation in the Community Advisory board/commission.

Mercy House’s shelter will operate in accordance with each region’s established best practices and Standards of Care for Emergency Shelter Providers. Mercy House is committed to communication with neighbors on an ongoing basis, including helping to facilitate Community Forums as needed.

Reference Attachment I – Good Neighbor Policies for full policy text.

5. Describe Food Policies related to the provision of nutritional needs of clients, restricted medical diets, health department standards and the sanitary storage and preparation of food within the context of warming kitchen facilities.

Every Mercy House program will provide three meals per day to each guest in every 24 -hr shelter or navigation center, unless otherwise stated in the program contract. Meal menus will be posted regularly for all guests to see ahead of time, and, if supplies are available and the request is reasonable, guests will have the opportunity to request alternative meals to accommodate medical conditions or religious beliefs. Procedures include specifics on serving meals to infirm guests. Programs located in a facility with serving -only “warming kitchens” will not be allowed to cook or prepare food on-site for health and safety reasons. Any food purchased from an off-site vendor, or donated by an approved donor, will be assessed to ensure food service and food safety compliance.

Reference Attachment I –Food Services Policies for full policy text.

6. Describe the policies of how the program will accommodate pet and service animals.

Pets are eligible to come into the emergency shelter as well as service and emotional support animals. Animals are limited to dogs, cats and miniature horses (only as an ADA required service animal). No birds, rodents, reptiles,or exotic animals will be permitted. Upon entry into the program, the guest must agree to the following policies related to animal health, shelter safety, and general owner responsibilities. Animal owners are subject to action plans if they do not follow shelter policies and procedures regarding animal care.

Reference Attachment I –Animals Policy for full policy text.

RFP: TWO NORTH SPA NAVIGATION CENTERS
City of Placentia and City of Buena Park
36 7. Describe Transportation Policies pertaining to pedestrian traffic and parking, bus and shuttle, personal vehicle transportation and parking, etc.

To minimize the impact on any surrounding neighborhoods, the Program will maintain a firm “No Walk-up Policy.” To facilitate a guest’s ability to travel to and from the site while respecting the “No Walk -up Policy,” the program provides policies and procedures for staff-driven shuttles, 3rd party rideshare company (e.g., Taxi, Lyft, or Uber), approved Guest-owned motor vehicles and bicycles, or Drop-off or pick-up by friend or relative. Guests with approved motor vehicles may be allowed to park on property by permit only. Every guest may be permitted to keep one working, standard bicycle on-site. All bikes must be stored in the bike rack/bike storage area.

Reference Attachment I – Transportation Policies for full policy text.

8. Describe Non-Discrimination Policies including but not limited to gender- specific programming, compliance with Americans Disability Act, Sexual Harassment, equity and inclusion policies and practices.

Mercy House prohibits discrimination in admission or participation in its programs, services, and activities based on a range of factors outlined within our policy. Mercy House welcomes all individuals regardless of sexual orientation, gender identity, marital status, race, class, religion, age, or background and ensures equal access to our programs. Persons accessing the Navigation Center will be classified as the gender with which they identify, as opposed to only the gender assigned to them at birth. This is to ensure that the program will provide equal access to all persons, regardless of their gender identity, gender expression, or sexual orientation . A guest may request reasonable accommodation whenever they determine one is needed. Mercy House maintains a zero- tolerance policy towards violence, sexual misconduct, other criminal activity, Reference Attachment I – Equal Access and Accommodations for full policy text.

9. Explain Grievance Policies and Procedures related to receiving and posting the policy, process to make a complaint, resolving a grievance, meeting with staff and whistleblower policy.

Guidelines are established within our grievance policies and procedures that outline informal and formal complaints. The Housing Navigator, Site Lead, or Program Manager (who was not mentioned in the complaint) will arrange an informal meeting if one is necessary, to discuss the client’s concerns depending on severity.

Clients have the right to file a grievance without fear of harmful repercussions from staff.

Reference Attachment I- Grievances and Appeals Policies for full policy text.

10. Describe your agency’s policies regarding Confidentiality for clients information in hard copy files and with use of databases.

Mercy House has strict policies and procedures for client confidentiality and protecting personal identifiable information (PPI). All staff members must undergo regular training on these policies.

Program participant records are legally protected confidential records and must be treated as such. This means that program participant records maintained by Mercy House must be kept in a locked file at all times except when being reviewed or updated. It is unethical to discuss program participants with family or friends, unless an employee is ordered to do so by a court or otherwise required by law. If someone insists on obtaining information and the program participant has not authorized it, Mercy House’s Chief Compliance Officer is immediately notified for guidance. All actual or potential breaches of PPI are investigated by the agency’s Chief Compliance Officer.

Follow up actions are determined through a risk assessment process. Employees responsible for compromised PII security are subject to corrective and/or disciplinary actions. The type of sanction will depend on the intent of the individual and severity of the violation.

RFP: TWO NORTH SPA NAVIGATION CENTERS
City of Placentia and City of Buena Park
37 V. GUIDING PRINCIPLES/COMMUNITY CONNECTIVITY: (5 POINTS) (MAX 1.5 PAGES) A. Please provide a narrative description of how your Organization’s operations will align with the Five (5) Guiding Principles for the North SPA Cities Navigation Centers.

Our organization is deeply committed to aligning our operations with the Five Guiding Principles for the North SPA Cities Navigation Centers, ensuring that our efforts are guided by compassion, collaboration, and a steadfast focus on empowering individuals experiencing homelessness.

Mercy House understands the importance of consistency in service delivery to ensure that individuals experiencing homelessness receive reliable support and we are committed to maintaining consistent operational procedures and service standards across both Navigation Centers. Ethical conduct, community trust, and accountability are prioritized in all operations, with dedication to achieving positive outcomes for clients and stakeholders in North SPA cities.

Mercy House places great emphasis on performance metrics as tools for evaluating the effectiveness of our services and programs. Our Chief Strategy and Compliance Officer is charged with reviewing program reports to determine if the agency is on target to meet program outcomes. We track and analyze data on client outcomes, operational services provided, and the impact of supportive service components to continuously improve our approach. By closely monitoring performance indicators, we can better tailor int erventions to meet the unique needs of each client and ensure follow-through on service delivery.

We are committed to ensuring the quality of the Navigation Centers through ongoing quality improvement practices. We regularly assess key components of each program, including intake and access procedures, transportation plans, supportive services delivery, community engagement, and performance outcomes. On a quarterly basis, our Program Evaluation Team, consisting of our Chief Executive Officer, Chief Operations Officer, Chief Program Officer, Chief Strategy and Compliance Officer, Housing Solutions Director, Emergency Services Director and Data Manager meet to review and evaluate each one of our programs towards their i ntend goals. The Chief Program Officer, Housing Solutions Director and Emergency Services Director will discuss progress and strategies for course-correction with their respective program teams, as needed.

In summary, our organization's operations are fully aligned with the five guiding principles for the North SPA Cities Navigation Centers. Through compassionate engagement, trauma-informed care, collaborative partnerships, housing-centered solutions, and a strengths-based approach, we are committed to supporting individuals experiencing homelessness on their journey toward stability.

B. Please summarize the Organization’s connection to local homeless related service provisions, include any partnerships within the North SPA region and note engagements in local community events and associations.

We are involved in several collaborations and networks that help support the services we provide to shelter guests as well as allow us to be involved in a systemic approach to addressing homelessness in our community. The list provided is not exhaustive of all of our partnerships but provides a breadth of our experience in working with other agencies.

To operate a cost-effective shelter, we actively recruit and manage a number of partners to provide in -kind services to shelter guests. The Program Manager is charged with recruiting and encouraging participation by outside service providers. The Program Manager maintains a service provider schedule and ensures that on-site service providers observe rules and respect and maintain the facility while in use. They engage participation in and facilitate quarterly Shelter Partner Meetings, wherein service partners can provide feedback and areas of improvement.

RFP: TWO NORTH SPA NAVIGATION CENTERS
City of Placentia and City of Buena Park
38 At the Buena Park Navigation Center, we specifically work with the following service partners to provide on -site wrap around services to shelter guests:

KCS Provides mobile and off-site medical care to shelter guests HCA Outreach & Engagement Provides mental health services to shelter guests Lighthouse Hosts on-site addiction recovery group meetings Serve the People Provides vision services
APAIT Provides on-site HIV & STD Testing for shelter guests Assurance Provides life line cell phones
Chrysalis Provides employment services to shelter guests Heart 4 Pets Provides veterinary services to shelter animals

VI. OPERATOR PROGRAM BUDGET – (20 POINTS)
Please complete the corresponding tab for both Navigation Centers or for Placentia or Buena Park only.

The Budget must reflect one annual cycle for a three year contract award.

A. Clearly identify and detail all program costs/uses for program components identified in the RFP including but not limited to personnel, case managers, housing navigators, on-site security, food and transportation.

B. Provide line-item cost of services including other leveraged funding, sources and in- kind values.

Please see Attachment #1 in Planetbids,
RFP: TWO NORTH SPA NAVIGATION CENTERS
City of Placentia and City of Buena Park
39 VII. REQUIRED EXHIBITS AND ATTACHMENTS (NOT INCLUDED IN PAGE LIMITS) Respondent shall submit the following attachments:

A. 501(c)(3) letter and evidence in good standing, also for each partner agency proposed.

B. Three years of Audited Financial Statements or Single Audit, as applicable C. Attach the organization’s existing strategic plan or annual report, if available D. Organizational Chart, including key staffing for the proposed project E. Resumes and Job Descriptions Key Personnel
F. Memorandums of Understanding (MOU) with partner agencies, including the specific type of services committed, the frequency of service delivery, duration of partnership.

G. Three References: 1) audit from a funder 2) a partner agency 3) community stakeholder H. Sample forms used during Client intake, Individualized Service Plan, Shelter Rules.

AGREEMENT BETWEEN THE CITY OF BUENA PARK

AND THE COUNTY OF ORANGE

FOR THE CAPITAL IMPROVEMENT OF A HOMELESS SHELTER THIS AGREEMENT #18-23-0056-HEAP ("Agreement") is made and entered into this 22"d day of January 2019 ("Effective Date"), by and between the City of Buena Park, with a DUNS #039123968, a California municipal corporation (hereinafter referred to as "City") and the County of Orange, a political subdivision of the State of California, (hereinafter referred to as "County").

The City and County may be referred to herein individually as a "Party" or collectively as the "Parties."

RECIT ALS
WHEREAS, County's Continuum of Care ("CoC") Board solicited proposals to award contracts utilizing funding from the State of California's Homeless Emergency Aid Program ("HEAP") for emergency services, rental assistance or subsidies and capital improvements; and WHEREAS, City responded to the solicitation and was subsequently recommended for funding to acquire a facility with the intention of creating a minimum of 150 beds for homeless shelter to serve the CoC's North Service Planning Area in Orange County; and WHEREAS, City has identified for this purpose a site located at 6490 Caballero Boulevard, in the City of Buena Park, Califomia 90620 ("Site"); and WHEREAS, on or about January 7, 2019, County by and through Orange County Community Resources executed the State Standard Agreement 18-HEAP-00026 accepting the award of HEAP funds provided under the HEAP program. The State Standard Agreement is attached hereto as Exhibit 2 and is incorporated herein by reference; and WHEREAS, the City was awarded up to $6,412,300 toward HEAP eligible capital improvement costs of the Site (the "Funds").

WHEREAS, on or about January 29, 2019, City's request for Funds was approved by the state of California, Business, Consumer Services and Housing Agency. The State Standard Agreement Amendment is attached hereto as Exhibit 3 and is incorporated herein by reference; and
WHEREAS, City and County now desire to enter into this Agreement to establish responsibilities for the purchase and control of the Site.

NOW THEREFORE, in consideration of the foregoing premises and the mutual covenants and promises herein contained, the Parties hereto agree as follows:

Page I of 10
Exhibits:

This Agreement is comprised of this document and the following Exhibits, which is attached hereto and incorporated by reference into this Agreement:

Exhibit l: North Service Planning Area
Exhibit 2: State Standard Agreement 18-HEAP-00026
Exhibit 3: State Standard Agreement Amendment
Exhibit 4: Drug-Free Workplace Certification
Exhibit 5: Declaration of Restrictive Covenant and its attached exhibits

1. CAPITAL IMPROVEMENT OF THE SITE

1.1 The Site is owned by the City, and the City Council has selected and approved the Site to be used for the purposes described in this Agreement.

1.2 The City shall perform all HEAP eligible capital improvements to the Site and use the Funds, in a manner consistent with the federal, state and local laws including but not limited to applicable procurement requirements and the requirements set forth in State Standard Agreement 18-HEAP-00026 and its amendment attached hereto as Exhibits 11 51

1.3 The City warrants that Funds cannot be used for costs associated with activities in violation of any law or for any activities inconsistent with the intent of the HEAP and the eligible uses identified in Health and Safety Code Section 50214.

1.4 City shall be responsible for acquiring and complying with all necessary land use approvals and permits, and licenses required for the acquisition, renovation, and/or operation of the Site including but not limited to those necessary to perform design, constniction, or operation and maintenance of the Site. City shall provide County copies of all the permits, and approvals upon request of the County.

1.5 Except as otherwise agreed upon by the Parties, the City shall control the management and operation plan for the Site. The City shall operate the Site as a year-round emergency homeless shelter for a minimum of ten (10) years from the execution of this Agreement and provide at minimum, Services as identified in this Agreement for the said duration, after which the City may use the Site for any use, in its sole and absolute discretion ("Term of the Agreement")

1.6 For the purposes of this Agreement, the Site shall serve eligible participants. Eligible participants are defined as a person/household who is considered to be homeless only when he/she/they lack(s) a fixed, regular and adequate nighttime residence and reside(s) in a place not meant for human habitation, such as cars, parks, sidewalks, abandoned buildings, motels, or other shelters, or for reference as fiirther defined in 24 Code of Federal Regulations (CFR) Part 578.3 and 576.2.

1.7 The City has agreed to execute, properly record, and comply with requirements of the Declaration of Restrictive Covenant by and between County and City dated ii

Page 2 of 10 ends

Buena Park City CouncilJune 25, 2024

Buena Park City Council
June 25, 2024