Facilitating an application review and access to supports

What happened

Simone, a full-time caregiver and mother of a child with severe disabilities and complex medical needs, contacted our office with urgent housing concerns.

As a recipient of the City’s Emergency Family Shelter Support program, she feared she would be required to move from her current location into a shelter that couldn’t accommodate her child’s needs and was far from their medical supports. She’d interacted with multiple staff across divisions but didn’t receive written information outlining the program’s terms.

Simone was also concerned that her application to the Special Priority Program (SPP) for rent-geared-to-income (RGI) housing had been denied. The SPP provides priority access to social housing for individuals who are victims of abuse or trafficking. Simone said the nature of the intimate partner violence she was experiencing made it difficult to meet the program’s criteria. Simone described the emergency assistance process as unclear and difficult to navigate.

What we did

We flagged her SPP application for review by Access to Housing, a unit within the Housing Secretariat. Following the review, staff approved and backdated her application. During our involvement, staff also connected Simone to the Canada-Ontario Housing Benefit (COHB), a portable rent supplement that helps people afford private market housing. Simone was found to be eligible for this support.

The result

Simone accepted the COHB while maintaining her priority position on the waiting list for RGI housing.

Why this matters

Residents facing complex and urgent circumstances require coordinated, trauma-informed service delivery and clear communication. City staff should conduct reviews that consider the full context of a resident’s circumstances to help ensure eligible residents access supports without delay. This improves housing stability for the most vulnerable in our city.