Improving communication to support accessible service

What happened

Petro, a recent immigrant, was living in a City-contracted shelter. When the shelter kitchen closed for renovations, residents could no longer prepare their own food.

Petro couldn’t eat the catered meals provided due to dietary requirements related to a medical condition.

What we did

We contacted the Toronto Shelter and Support Services division (TSSS) to understand how dietary needs were being addressed during the kitchen closure. TSSS staff confirmed that a process was in place for residents to communicate dietary requirements. However, on-site shelter staff confirmed that Petro wasn’t aware of the process.

The result

Although the City had a process to support shelter residents’ dietary requirements, gaps in communication prevented Petro from accessing meals that met their dietary requirements. The City had on-site shelter staff follow up with Petro to ensure clear communication so that the issue was resolved.

Why this matters

City divisions working with contracted operators must ensure front-line staff clearly communicate available supports to those who need them the most. When shelter residents know how to access essential services like appropriate meals, they face fewer barriers to basic needs. This oversight creates equitable access of essential services.