HomeMy WebLinkAbout45 - NB-1 - Attachment 1 - 6/15/20211
Mercy House Living Centers
Shelter Operator Services
PROFESSIONAL SERVICES AGREEMENT
AMONG THE CITY OF COSTA MESA,
THE COSTA MESA HOUSING AUTHORITY, AND
MERCY HOUSE LIVING CENTERS
FOR
SHELTER OPERATOR SERVICES
THIS PROFESSIONAL SERVICES AGREEMENT (“Agreement”) is made and entered
into this 15th day of June, 2021, by and among the CITY OF COSTA MESA, a municipal
corporation, the COSTA MESA HOUSING AUTHORITY, a public body corporate and politic
(“Authority”), and MERCY HOUSE LIVING CENTERS, a California nonprofit corporation
(“Contractor”). City and Authority are collectively referred to herein as “City.”
RECITALS:
A. WHEREAS, City proposes to utilize the services of Contractor as an independent
contractor to provide shelter operator services for the City’s homeless shelter located at 3175
Airway Ave., Costa Mesa (“Shelter”), as more fully described herein; and
B. WHEREAS, Contractor represents that it is knowledgeable in its field and that any
services performed by Contractor under this Agreement will be performed in compliance with such
standards as may be reasonably expected from a professional contracting firm in the field; and
C. WHEREAS, City and Contractor desire to contract for the specific services
described in Exhibit “A” and desire to set forth their rights, duties and liabilities in connection with
the services to be performed; and
D. WHEREAS, no official or employee of City has a financial interest, within the
provisions of sections 1090-1092 of the California Government Code, in the subject matter of this
Agreement.
NOW, THEREFORE, for and in consideration of the mutual covenants and conditions
contained herein, the parties hereby agree as follows:
1.0. SERVICES PROVIDED BY CONTRACTOR
1.1. Scope of Services. Contractor shall provide the professional services described
in the Scope of Work, attached hereto as Exhibit “A” and incorporated herein. Contractor shall
provide services at the Shelter in accordance with the Costa Mesa Bridge Shelter Management
Operations and Procedures (MOP), attached hereto as Exhibit “B” and incorporated herein. The
MOP may be amended at any time upon mutual agreement of City and Contractor without an
amendment to this Agreement.
1.2. Professional Practices. All professional services to be provided by Contractor
pursuant to this Agreement shall be provided by personnel experienced in their respective fields
and in a manner consistent with the standards of care, diligence and skill ordinarily exercised by
professional contractors in similar fields and circumstances in accordance with sound professional
practices. Contractor also warrants that it is familiar with all laws that may affect its performance
of this Agreement and shall advise City of any changes in any laws that may affect Contractor’s
performance of this Agreement.
Attachment 1
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1.3. Service Delivery Monitoring. The City Manager or his or her designee shall have
the right to access all facilities and activities operated by Contractor under this Agreement.
“Facilities” includes all files, records, and other documents related to the performance of this
Agreement. “Activities” includes attendance at staff, board of directors, advisory committee and
advisory board meetings, and observation of operations and ongoing program functions.
Contractor shall permit on-site inspection of the Shelter by City upon request of City. Upon request
of City, Contractor and its employees and board members shall furnish such information as, in
the judgment of City, may be relevant to the question of compliance with contractual conditions
or the effectiveness, legality, and/or success of Contractor’s services.
1.4. Reporting. Contractor shall provide reports to City regarding program monitoring
and outcomes as required by Exhibits A and B, in a format to be determined by City and
Contractor.
1.5. Community and Service Partners. Contractor shall permit community and service
partners, including but not limited to, mental health partners and domestic violence partners, as
requested and approved by City staff or Contractor, to access the Shelter and provide services to
Shelter clients.
1.6. Performance to Satisfaction of City. Contractor agrees to perform all services to
the complete satisfaction of the City. Evaluations of the services will be done by the City Manager
or his or her designee. If the quality of services is not satisfactory, City in its discretion has the
right to:
(a) Meet with Contractor to review the quality of the services and resolve the matters
of concern; and/or
(b) Terminate the Agreement as hereinafter set forth.
1.7. Warranty. Contractor warrants that it shall perform the services required by this
Agreement in compliance with all applicable Federal and California employment laws, including,
but not limited to, those laws related to minimum hours and wages; occupational health and
safety; fair employment and employment practices; workers’ compensation insurance and safety
in employment; and all other Federal, State and local laws and ordinances applicable to the
services required under this Agreement. Contractor shall indemnify and hold harmless City from
and against all claims, demands, payments, suits, actions, proceedings, and judgments of every
nature and description including attorneys’ fees and costs, presented, brought, or recovered
against City for, or on account of any liability under any of the above-mentioned laws, which may
be incurred by reason of Contractor’s performance under this Agreement.
1.8. Non-Discrimination. In performing this Agreement, Contractor shall not engage in,
nor permit its agents to engage in, discrimination in employment of persons because of their race,
religious creed, color, national origin, ancestry, physical disability, mental disability, medical
condition, genetic information, marital status, sex, gender, gender identity, gender expression,
age, sexual orientation, or military or veteran status, except as permitted pursuant to section
12940 of the Government Code.
1.9. Delegation and Assignment. This is a personal service contract, and the duties
set forth herein shall not be delegated or assigned to any person or entity without the prior written
consent of City. Contractor may engage a subcontractor(s) as permitted by law and may employ
other personnel to perform services contemplated by this Agreement at Contractor’s sole cost
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and expense.
1.10. Confidential Information. If Contractor receives information from City or Shelter
clients which, due to the nature of such information is reasonably understood to be confidential
and/or proprietary, Contractor agrees that it shall not use or disclose such information except in
the performance of the Agreement, and further agrees to exercise the same degree of care it uses
to protect its own information of like importance, but in no event less than reasonable care.
“Confidential” information includes all nonpublic information, and includes not only written
information, but also information transferred orally, visually, electronically, or by other means.
Confidential information disclosed by any employee or agent is covered by this provision. The
foregoing obligation shall not apply to information that is required to be disclosed by operation of
law.
2.0. COMPENSATION AND BILLING
2.1. Compensation. Contractor’s annual compensation shall not exceed Two Million
Dollars ($2,000,000.00). Contractor shall be paid in accordance with Contractor’s Operation
Budget, attached hereto as Exhibit “C” and incorporated herein.
2.2. Method of Billing. Contractor may submit invoices to the City for approval on a
monthly basis. Each invoice shall describe in detail the fees, costs, and services performed,
including but not limited to a breakdown of administrative costs, operational costs, and program
and operational costs. Contractor shall submit such invoices in a format approved by City. Any
additional services approved and performed pursuant to this Agreement shall be designated as
“Additional Services” and shall identify the number of the authorized change order, where
applicable, on the invoice. City shall pay Contractor’s invoice within forty-five (45) days from the
date City receives said invoice.
2.3. Additional Services. Contractor shall not receive compensation for any services
provided outside the scope of services set forth herein unless the City Manager or his or her
designee, prior to Contractor performing the additional services, approves such additional
services in writing. It is specifically understood that oral requests and/or approvals of such
additional services or additional compensation shall be barred and are unenforceable.
2.4. Records and Audits. Records of Contractor’s services relating to this Agreement
shall be maintained in accordance with generally recognized accounting principles and shall be
made available to City or its Project Manager for inspection and/or audit at mutually convenient
times from the Effective Date until three (3) years after termination of this Agreement.
3.0. TERM AND TERMINATION
3.1. Term. This Agreement shall commence on July 1, 2021 (“Effective Date”) and
continue for a period of three (3) years, ending on June 30, 2024, unless previously terminated
as provided herein or as otherwise agreed to in writing by the parties. This Agreement may be
extended by two (2) additional one (1) year periods at the option of the City.
3.2. Notice of Termination. The City reserves and has the right and privilege of
canceling, suspending or abandoning the execution of all or any part of the work contemplated
by this Agreement, with or without cause, at any time, by providing written notice to Contractor.
The termination of this Agreement shall be deemed effective upon receipt of the notice of
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termination. In the event of such termination, Contractor shall immediately stop rendering services
under this Agreement unless directed otherwise by the City.
Contractor may terminate this Agreement, with or without cause, but must provide the City
at least one hundred eighty (180) days’ written notice prior to any such termination.
3.3. Compensation. In the event of termination, City shall pay Contractor for
reasonable costs incurred and professional services satisfactorily performed up to and including
the date of City’s written notice of termination.
4.0. TIME OF PERFORMANCE
4.1. Time of Performance. Unless otherwise agreed to in writing by the parties, the
services to be performed pursuant to this Agreement shall commence within five (5) days from
the Effective Date of this Agreement.
4.2. Excusable Delays. Neither party shall be responsible for delays or lack of
performance resulting from acts beyond the reasonable control of the party or parties. Such acts
shall include, but not be limited to, acts of God, fire, strikes, material shortages, compliance with
laws or regulations, riots, acts of war, or any other conditions beyond the reasonable control of a
party.
5.0. INSURANCE
5.1. Minimum Scope and Limits of Insurance. Contractor shall obtain, maintain, and
keep in full force and effect during the life of this Agreement all of the following minimum scope
of insurance coverages with an insurance company admitted to do business in California, rated
“A,” Class X, or better in the most recent Best’s Key Insurance Rating Guide, and approved by
City:
(a) Commercial general liability, including premises-operations, products/completed
operations, broad form property damage, blanket contractual liability, independent
contractors, personal injury or bodily injury with a policy limit of not less than One
Million Dollars ($1,000,000.00), combined single limits, per occurrence. If such
insurance contains a general aggregate limit, it shall apply separately to this
Agreement or shall be twice the required occurrence limit.
(b) Business automobile liability for owned vehicles, hired, and non-owned vehicles,
with a policy limit of not less than One Million Dollars ($1,000,000.00), combined
single limits, per occurrence for bodily injury and property damage.
(c) Workers’ compensation insurance as required by the State of California.
Contractor agrees to waive, and to obtain endorsements from its workers’
compensation insurer waiving subrogation rights under its workers’ compensation
insurance policy against the City, its officers, agents, employees, and volunteers
arising from work performed by Contractor for the City and to require each of its
subcontractors, if any, to do likewise under their workers’ compensation insurance
policies.
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(d) Sexual abuse/molestation coverage with limits of not less than One Million Dollars
($1,000,000.00) per occurrence and Two Million Dollars ($2,000,000.00) in the
aggregate.
(e) Cyber liability insurance with policy limits of not less than One Million Dollars
($1,000,000.00) per occurrence and Two Million Dollars ($2,000,000.00) in the
aggregate covering: (i) all acts, errors, omissions, negligence, infringement of
intellectual property; (ii) network security and privacy risks including, but not limited
to, unauthorized access, failure of security, breach of privacy perils, wrongful
disclosure, collection, or negligence in the handling of confidential information,
privacy perils including coverage for related regulatory defense and penalties; and
(iii) data breach expenses payable whether incurred by the Costa Mesa, Newport
Beach or Contractor, including, but not limited to, consumer notification, whether
or not required by law, computer forensic investigations, public relations and crisis
management firm fees, credit file or identity monitoring or remediation services in
the performance of services for Costa Mesa and/or Newport Beach.
5.2. Endorsements. Contractor’s insurance policies shall contain or be endorsed to
contain the following provisions:
(a) Additional insureds: “The City of Costa Mesa and the City of Newport Beach and
their elected and appointed boards, 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
respective city; products and completed operations of the Contractor; premises
owned, occupied or used by the Contractor; automobiles owned, leased, hired, or
borrowed by the Contractor.”
(b) Notice: “Said policy shall not terminate, be suspended, or voided, nor shall it be
cancelled, nor the coverage or limits reduced, until thirty (30) days after written
notice is given to the City of Costa Mesa and the City of Newport Beach.”
(c) Other insurance: “The Contractor’s insurance coverage shall be primary insurance
as respects the City of Costa Mesa, the City of Newport Beach and their officers,
officials, agents, employees, and volunteers. Any other insurance maintained by
the City of Costa Mesa or the City of Newport Beach 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 Costa Mesa, Newport Beach, or their respective officers,
officials, agents, employees, and volunteers.
(e) 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.
5.3. Deductible or Self Insured Retention. If any of such policies provide for a deductible
or self-insured retention to provide such coverage, the amount of such deductible or self-insured
retention shall be approved in advance by City. No policy of insurance issued as to which the City
is an additional insured shall contain a provision which requires that no insured except the named
insured can satisfy any such deductible or self-insured retention.
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5.4. Certificates of Insurance. Contractor shall provide to City and Newport Beach
certificates of insurance showing the insurance coverages and required endorsements described
above, in a form and content approved by City and Newport Beach, prior to performing any
services under this Agreement.
5.5. Non-Limiting. Nothing in this Section shall be construed as limiting in any way, the
indemnification provision contained in this Agreement, or the extent to which Contractor may be
held responsible for payments of damages to persons or property.
6.0. GENERAL PROVISIONS
6.1. Entire Agreement. This Agreement constitutes the entire agreement between the
parties with respect to any matter referenced herein and supersedes any and all other prior
writings and oral negotiations. This Agreement may be modified only in writing, and signed by the
parties in interest at the time of such modification. The terms of this Agreement shall prevail over
any inconsistent provision in any other contract document appurtenant hereto, including exhibits
to this Agreement.
6.2. Representatives. The City Manager or his or her designee shall be the
representative of City for purposes of this Agreement and may issue all consents, approvals,
directives and agreements on behalf of the City, called for by this Agreement, except as otherwise
expressly provided in this Agreement.
Contractor shall designate a representative for purposes of this Agreement who shall be
authorized to issue all consents, approvals, directives and agreements on behalf of Contractor
called for by this Agreement, except as otherwise expressly provided in this Agreement.
6.3. Project Managers. City shall designate a Project Manager to work directly with
Contractor in the performance of this Agreement.
Contractor shall designate a Project Manager who shall represent it and be its agent in all
consultations with City during the term of this Agreement. Contractor or its Project Manager shall
attend and assist in all coordination meetings called by City.
6.4. Notices. Any notices, documents, correspondence or other communications
concerning this Agreement or the work hereunder may be provided by personal delivery or mail
and shall be addressed as set forth below. Such communication shall be deemed served or
delivered: (a) at the time of delivery if such communication is sent by personal delivery, and (b)
48 hours after deposit in the U.S. Mail as reflected by the official U.S. postmark if such
communication is sent through regular United States mail.
IF TO CONTRACTOR: IF TO CITY:
Mercy House Living Centers
P.O. Box 1905
Santa Ana, CA 92702
City of Costa Mesa
77 Fair Drive
Costa Mesa, CA 92626
Tel: (714) 836-7188 Tel: (714) 754-5099
Attn: Patti Long Attn: Susan Price
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Courtesy copy to:
City of Costa Mesa
77 Fair Drive
Costa Mesa, CA 92626
Attn: Finance Dept. | Purchasing
6.5. Drug-Free Workplace Policy. Contractor shall provide a drug-free workplace by
complying with all provisions set forth in City’s Council Policy 100-5, attached hereto as Exhibit
“D” and incorporated herein by reference. Contractor’s failure to conform to the requirements set
forth in Council Policy 100-5 shall constitute a material breach of this Agreement and shall be
cause for immediate termination of this Agreement by City.
6.6. Attorneys’ Fees. In the event that litigation is brought by any party in connection
with this Agreement, the prevailing party shall be entitled to recover from the opposing party all
costs and expenses, including reasonable attorneys’ fees, incurred by the prevailing party in the
exercise of any of its rights or remedies hereunder or the enforcement of any of the terms,
conditions, or provisions hereof.
6.7. Governing Law. This Agreement shall be governed by and construed under the
laws of the State of California without giving effect to that body of laws pertaining to conflict of
laws. In the event of any legal action to enforce or interpret this Agreement, the parties hereto
agree that the sole and exclusive venue shall be a court of competent jurisdiction located in
Orange County, California.
6.8. Assignment. Contractor shall not voluntarily or by operation of law assign, transfer,
sublet or encumber all or any part of Contractor’s interest in this Agreement without City’s prior
written consent. Any attempted assignment, transfer, subletting or encumbrance shall be void and
shall constitute a breach of this Agreement and cause for termination of this Agreement.
Regardless of City’s consent, no subletting or assignment shall release Contractor of Contractor’s
obligation to perform all other obligations to be performed by Contractor hereunder for the term
of this Agreement.
6.9. Indemnification and Hold Harmless. Contractor agrees to defend, indemnify, and
hold harmless the City of Costa Mesa, the City of Newport Beach, and their respective elected
officials, officers, agents and employees, at Contractor’s sole expense and with counsel approved
by Costa Mesa and/or Newport Beach, from and against any and all claims, actions, suits or other
legal proceedings brought against the City of Costa Mesa, the City of Newport Beach, and/or their
respective elected officials, officers, agents and employees arising out of the performance of the
Contractor, its employees, and/or authorized subcontractors, of the services undertaken pursuant
to this Agreement. The defense obligation provided for hereunder shall apply without any advance
showing of negligence or wrongdoing by the Contractor, its employees, and/or authorized
subcontractors, but shall be required whenever any claim, action, complaint, or suit asserts as its
basis the negligence, errors, omissions or misconduct of the Contractor, its employees, and/or
authorized subcontractors, and/or whenever any claim, action, complaint or suit asserts liability
against the City of Costa Mesa, the City of Newport Beach, and/or their respective elected
officials, officers, agents and employees based upon the services performed by the Contractor,
its employees, and/or authorized subcontractors under this Agreement, whether or not the
Contractor, its employees, and/or authorized subcontractors are specifically named or otherwise
asserted to be liable. Notwithstanding the foregoing, the Contractor shall not be liable for the
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defense or indemnification of Costa Mesa or Newport Beach for claims, actions, complaints or
suits arising out of the sole active negligence or willful misconduct of the Costa Mesa or Newport
Beach. This provision shall supersede and replace all other indemnity provisions contained either
in the City’s specifications or Contractor’s proposal, which shall be of no force and effect.
6.10. Independent Contractor. Contractor is and shall be acting at all times as an
independent contractor and not as an employee of City. Contractor shall have no power to incur
any debt, obligation, or liability on behalf of City or otherwise act on behalf of City as an agent.
Neither City nor any of its agents shall have control over the conduct of Contractor or any of
Contractor’s employees, except as set forth in this Agreement. Contractor shall not, at any time,
or in any manner, represent that it or any of its agents or employees are in any manner agents or
employees of City. Contractor shall secure, at its sole expense, and be responsible for any and
all payment of Income Tax, Social Security, State Disability Insurance Compensation,
Unemployment Compensation, and other payroll deductions for Contractor and its officers,
agents, and employees, and all business licenses, if any are required, in connection with the
services to be performed hereunder. Contractor shall indemnify and hold City harmless from any
and all taxes, assessments, penalties, and interest asserted against City by reason of the
independent contractor relationship created by this Agreement. Contractor further agrees to
indemnify and hold City harmless from any failure of Contractor to comply with the applicable
worker’s compensation laws. City shall have the right to offset against the amount of any fees due
to Contractor under this Agreement any amount due to City from Contractor as a result of
Contractor’s failure to promptly pay to City any reimbursement or indemnification arising under
this paragraph.
6.11. PERS Eligibility Indemnification. In the event that Contractor or any employee,
agent, or subcontractor of Contractor providing services under this Agreement claims or is
determined by a court of competent jurisdiction or the California Public Employees Retirement
System (PERS) to be eligible for enrollment in PERS as an employee of the City, Contractor shall
indemnify, defend, and hold harmless City for the payment of any employee and/or employer
contributions for PERS benefits on behalf of Contractor or its employees, agents, or
subcontractors, as well as for the payment of any penalties and interest on such contributions,
which would otherwise be the responsibility of City.
Notwithstanding any other agency, state or federal policy, rule, regulation, law or
ordinance to the contrary, Contractor and any of its employees, agents, and subcontractors
providing service under this Agreement shall not qualify for or become entitled to, and hereby
agree to waive any claims to, any compensation, benefit, or any incident of employment by City,
including but not limited to eligibility to enroll in PERS as an employee of City and entitlement to
any contribution to be paid by City for employer contribution and/or employee contributions for
PERS benefits.
6.12. Cooperation. In the event any claim or action is brought against City relating to
Contractor’s performance or services rendered under this Agreement, Contractor shall render any
reasonable assistance and cooperation which City might require.
6.13. Ownership of Documents. All findings, reports, documents, information and data
including, but not limited to, computer tapes or discs, files and tapes furnished or prepared by
Contractor or any of its subcontractors in the course of performance of this Agreement, shall be
and remain the sole property of City.
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6.14. Public Records Act Disclosure. Contractor has been advised and is aware that
this Agreement and all reports, documents, information and data, including, but not limited to,
computer tapes, discs or files furnished or prepared by Contractor, or any of its subcontractors,
pursuant to this Agreement and provided to City may be subject to public disclosure as required
by the California Public Records Act (California Government Code section 6250 et seq.).
Exceptions to public disclosure may be those documents or information that qualify as trade
secrets, as that term is defined in the California Government Code section 6254.7, and of which
Contractor informs City of such trade secret. The City will endeavor to maintain as confidential all
information obtained by it that is designated as a trade secret. The City shall not, in any way, be
liable or responsible for the disclosure of any trade secret including, without limitation, those
records so marked if disclosure is deemed to be required by law or by order of the Court.
6.15. Conflict of Interest. Contractor and its officers, employees, associates and
subcontractors, if any, will comply with all conflict of interest statutes of the State of California
applicable to Contractor's services under this agreement, including, but not limited to, the Political
Reform Act (Government Code sections 81000, et seq.) and Government Code section 1090.
During the term of this Agreement, Contractor and its officers, employees, associates and
subcontractors shall not, without the prior written approval of the City Representative, perform
work for another person or entity for whom Contractor is not currently performing work that would
require Contractor or one of its officers, employees, associates or subcontractors to abstain from
a decision under this Agreement pursuant to a conflict of interest statute.
6.16. Prohibited Employment. Contractor will not employ any regular employee of City
while this Agreement is in effect.
6.17. Order of Precedence. In the event of an inconsistency in this Agreement and any
of the attached Exhibits, the terms set forth in this Agreement shall prevail. If, and to the extent
this Agreement incorporates by reference any provision of any document, such provision shall be
deemed a part of this Agreement. Nevertheless, if there is any conflict among the terms and
conditions of this Agreement and those of any such provision or provisions so incorporated by
reference, this Agreement shall govern over the document referenced.
6.18. Costs. Each party shall bear its own costs and fees incurred in the preparation
and negotiation of this Agreement and in the performance of its obligations hereunder except as
expressly provided herein.
6.19. Binding Effect. This Agreement binds and benefits the parties and their respective
permitted successors and assigns.
6.20. No Third Party Beneficiary Rights. This Agreement is entered into for the sole
benefit of City and Contractor and no other parties are intended to be direct or incidental
beneficiaries of this Agreement and no third party shall have any right in, under or to this
Agreement.
6.21. Headings. Paragraphs and subparagraph headings contained in this Agreement
are included solely for convenience and are not intended to modify, explain or to be a full or
accurate description of the content thereof and shall not in any way affect the meaning or
interpretation of this Agreement.
6.22. Construction. The parties have participated jointly in the negotiation and drafting
of this Agreement and have had an adequate opportunity to review each and every provision of
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the Agreement and submit the same to counsel or other consultants for review and comment. In
the event an ambiguity or question of intent or interpretation arises with respect to this Agreement,
this Agreement shall be construed as if drafted jointly by the parties and in accordance with its
fair meaning. There shall be no presumption or burden of proof favoring or disfavoring any party
by virtue of the authorship of any of the provisions of this Agreement.
6.23. Amendments. Only a writing executed by the parties hereto or their respective
successors and assigns may amend this Agreement.
6.24. Waiver. The delay or failure of either party at any time to require performance or
compliance by the other of any of its obligations or agreements shall in no way be deemed a
waiver of those rights to require such performance or compliance. No waiver of any provision of
this Agreement shall be effective unless in writing and signed by a duly authorized representative
of the party against whom enforcement of a waiver is sought. The waiver of any right or remedy
in respect to any occurrence or event shall not be deemed a waiver of any right or remedy in
respect to any other occurrence or event, nor shall any waiver constitute a continuing waiver.
6.25. Severability. If any provision of this Agreement is determined by a court of
competent jurisdiction to be unenforceable in any circumstance, such determination shall not
affect the validity or enforceability of the remaining terms and provisions hereof or of the offending
provision in any other circumstance. Notwithstanding the foregoing, if the value of this Agreement,
based upon the substantial benefit of the bargain for any party, is materially impaired, which
determination made by the presiding court or arbitrator of competent jurisdiction shall be binding,
then both parties agree to substitute such provision(s) through good faith negotiations.
6.26. Counterparts. This Agreement may be executed in one or more counterparts,
each of which shall be deemed an original. All counterparts shall be construed together and shall
constitute one agreement.
6.27. Corporate Authority. The persons executing this Agreement on behalf of the
parties hereto warrant that they are duly authorized to execute this Agreement on behalf of said
parties and that by doing so the parties hereto are formally bound to the provisions of this
Agreement.
[Signature page follows.]
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IN WITNESS WHEREOF, the parties hereto have caused this Agreement to be executed
by and through their respective authorized officers, as of the date first above written.
CONTRACTOR
__________________________________ Date: __________________________
Larry Haynes
Executive Director
CITY OF COSTA MESA
__________________________________ Date: __________________________
Lori Ann Farrell Harrison
City Manager
COSTA MESA HOUSING AUTHORITY
________________________________ Date: __________________________
Lori Ann Farrell Harrison
Executive Director
ATTEST:
__________________________________
Brenda Green
City Clerk/Housing Authority Secretary
APPROVED AS TO FORM:
__________________________________ Date: __________________________
Kimberly Hall Barlow
City Attorney/Housing Authority General
Counsel
APPROVED AS TO INSURANCE:
__________________________________ Date: __________________________
Ruth Wang
Risk Management
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DEPARTMENTAL APPROVAL:
__________________________________ Date: __________________________
Susan Price
Assistant City Manager
APPROVED AS TO PURCHASING:
__________________________________ Date: __________________________
Carol Molina
Finance Director
EXHIBIT A
SCOPE OF WORK
Attachment 2
Costa Mesa Bridge Shelter
Mercy House Living Centers
Scope of Work
Performance Metrics
1. Maintain Daily Occupancy over 90% after an initial 90-day ramp up period; Full occupancy of the Costa
Mesa Bridge Shelter is 70 clients
2. Maximum Length of stay goal is 180 days from the date of intake. Extended time on a case-by-case basis,
in conjunction to verified housing plans.
3. Employment / Increased Income: 10% increased income/employment
4. Successful Exits: 20% to Permanent Housing / 30% to other treatment programs/Family Reunification
based on known exits.
Services
1. Mercy House Shelter Operator will comply and confirm that all new intakes from Costa Mesa or Newport
Beach will have clearance of: (confirmed by law enforcement from CM / NB)
a. No active felony warrants
b. Not a registered sex offender
c. Not a registered arsonist
2. Mercy House Shelter Operator is responsible to provide transportation services on and off the property
to assist with the clients housing plan through a ride share program. Additional transportation provided
via shuttle to essential stores located with the City of Costa Mesa. Case management services provided
and pets are accepted.
3. The Costa Mesa Bridge Shelter should adhere to outcomes to support the Orange County Continuum of
Care (CoC), Homeless Management Information System (HMIS), Coordinated Entry System (CES) to move
towards a higher level of system performance, reduction in the number of persons experiencing
homelessness in our community and increase in the access to regional housing opportunities.
4. Mercy House Living Centers is expected to have one (1) fully trained staff person per shift with the Food
Handlers Certification to assist with the operations of the Commercial Kitchen.
Good Neighbor Practices
1. Mercy House will provide a 24/7 security staffing contract, in addition to Mercy House Staff tasked to
ensure the safety and security of the facility and program.
2. To remain consistent with the good neighbor policy, Mercy House staff will conduct patrols within a ½-
mile radius of the 3175 Airway Bridge Shelter location.
3. Mercy House Living Centers will host a Advisory Board Meeting on a monthly basis to engage with the
neighbors and businesses surrounding the Bridge Shelter location.
4. Mercy House Shelter Operator will manage the calls from the Community Resource Line, answering any
calls 24/7 related to the Bridge Shelter and referring calls for street outreach response to the NHS team
for further assistance.
Reporting
1. Submission of monthly reports to document program outcomes related to Daily Occupancy, Length of
Stay, Income and Housing metrics.
2. Submitting required demographic and performance data related to funding sources used to fund the
operations of the Airway Bridge Shelter, including but not limited to: State CoC funding such as (HHAP),
Community Development Block Grant (CDBG) and Senate Bill 2 Grant (SB2).
EXHIBIT B
COSTA MESA BRIDGE SHELTER
MANAGEMENT OPERATIONS AND PROCEDURES (MOP)
COSTA MESA BRIDGE SHELTER
MANAGEMENT OPERATIONS AND
PROCEDURES (MOP)
Updated: May 2021
Table of Contents
SECTION I. PURPOSE & INTRODUCTION
SECTION II. SHELTER ADMINISTRATION
A. Program Description
1. Population Served
2. Program Description
3. Services Provided
4. Coordinated Entry System Integration
5. Target Goals/Expected Outcomes
6. Program Layout
B. Admission Criteria and Procedures
1. Client Rules and Guidelines
2. Identification Requirements
3. Screening Requirements
4. Bed Reservation System
5. New Clients entering the Costa Mesa Bridge Shelter
6. Day Leave and Returning Clients
7. Hours of Operation
C. Overflow Management
1. Coordinated Service Delivery Plan
2. Overflow Policies
D. Exit and Re-Admission
1. Exit and Readmission Policies
2. Exit Procedures and Return Procedures
E. Case Manager Services Policy
1. Documentation of Case Management Services and Data Security Policies
F. Daytime Program Policies
G. Costa Mesa Bridge Shelter Program Policies
1. Costa Mesa Bridge Shelter Clients
2. Lead Agency Protocols
3. Requirements for Service Provider Partners
H. Good Neighbor Policy - Community Coordination and Communication
1. Communication and Coordination with Neighborhood, Businesses and Public
2. Communication and Coordination with Local Police and Fire Departments
3. Communication and Coordination with City, County, and Service Providers
4. Policies for Community Involvement
5. Policies for Neighborhood Patrol
I. Shelter Advisory Boards
1. Advisory Board Composition
2. Meeting Schedule
3. Accountability and Grievance Process and Policies
J. Safety Policies
1. Facility Maintenance
2. Fire and Earthquake Safety
3. Fire Prevention Procedures
4. Fire Drills and Documentation
5. Fire Inspections and Extinguishers
6. Earthquake Safety
7. Facility Disaster Preparedness
K. Security Plan
1. Eligibility Screening
2. Secured Entrances
3. On-site Security Personnel
4. Security Alarms and Cameras
5. Security Lighting
6. Loitering Policy
7. De-escalating Conflicts
8. Entrance and Exit Procedures
9. Policy Regarding Storage Of Client’s Possessions
10. Policy Pertaining To Authorized/Unauthorized Search Of Clients’ Property By Staff
11. Policy on Possession of Weapons On-Site
12. Procedure for Contacting Police
L. Health Policies
1. Housekeeping Policy
2. Pet and Service Animal Policies
3. Possession and Use of Controlled Substances
4. Policy for Drug Possession
5. Security, Use and Access of Prescription Medications
6. Client Use of Over-The-Counter Medications
7. Client Access to Emergency and Medical Care
8. First Aid Equipment, Supplies and Procedures
9. Policies & Procedures for Disease Prevention
M. Food Policies
1. Provision of Nutritional Needs of Clients
2. Provisions for the Sanitary Storage and Preparation of Food
N. Transportation Policies
1. Transportation Flow On and Off Property
2. Pedestrian Traffic
3. Bicycle Traffic and Parking
4. Bus and Shuttle Transportation Services
5. Personal Vehicle Transportation and Parking
6. Staff Transportation of Clients
7. Transportation Policies for Costa Mesa Bridge Shelter Clients
8. Delivery of Shelter Goods and Community Donations
O. Financial Policies
1. Financial Requests from Clients
2. Client Possessions and Funds
3. Annual Outside Audit
4. Financial Reports Review
P. Legal Policies
1. Policy for Compliance with Local Laws
2. Policy for Compliance with Labor Laws
Q. Non-Discrimination Policies
1. Policy for Compliance with Americans with Disabilities Act
2. Gender-Specific Programming Policy
3. Sexual Harassment Policy
4. Policy Regarding Sex Offenders
R. Confidentiality Policies
1. Personal Confidentiality
2. Database Confidentiality Policies
3. Exceptions to the Confidentiality Policy
S. Grievance Policies
1. Receiving and Posting
2. Meeting with Staff
3. Whistleblower Policy
SECTION III. STAFFING AND MANAGEMENT PLAN
A. Staff Policies
1. Hiring Policy
2. Screening Procedure
3. Acceptance Procedure
4. Staffing Policies for Safe Humane Environment
B. Policies for Staff Training
1. Emergency Procedures - Evacuation, First Aid, and CPR, 911 Reporting
2. Safety Conduct - Prevention of Abuse, Crisis Intervention, Conflict Resolution
3. Appropriate Behavior for Dignity and Respect
4. Communication
5. Resources and Referrals
6. Mental Health and Addiction Skills
7. Self - Care
8. Annual Staff Evaluation and Training Plan
9. Documentation of Staff Training
C. Volunteer Policies
1. Selection, Screening, and Background Checks
2. Orientation and Training
3. Descriptions of Volunteer Tasks
D. Fund Development Strategies
SECTION V. ATTACHMENTS
A. Job Descriptions
B. Shelter Client Rules
C. Volunteer Policies
SECTION I. PURPOSE & INTRODUCTION
The purpose of the Management Operations and Procedures Plan (MOP) is to incorporate
best practices for the Costa Mesa Bridge Shelter in collaboration with City of Costa Mesa,
the Network for Homeless Solutions and the Shelter Operator, Mercy House Living Center.
The MOP is a working document that embodies this collective approach to management,
operations and procedures that reflects best practices and compliance with City, County
and regional agreements. The Shelter Operator agrees to adhere to the contents herein,
as a key component of the Scope of Work for operating the Bridge Shelter in Costa Mesa.
This document also provides for open communication with community stakeholders and
helps to facilitate a better understanding of the role of the Costa Mesa Bridge Shelter
program within the broader County Wide System of Care.
The City of Costa Mesa has committed significant resources to develop its comprehensive
response to homelessness. While the Network for Homeless Solutions and its collaborative
partnerships have developed strong response tools for street outreach, engagement and
volunteerism, adding the shelter component has been instrumental to its success over the
past two years. From April 2019 to April 2021, the Costa Mesa 50 bed temporary shelter
has achieved strong outcomes in placing 178 individuals into stable permanent housing.
The City endeavor to deliver for a permanent bridge shelter site at 3175 Airway avenue
further expands the toolbox in the City response to homelessness. Regional partnership
with neighboring City of Newport Beach and a Capital Improvement Grant from the County
Continuum of Care (CoC) has elevated resource integration and responses for the Central
Service Planning Area, where this shelter is located. Establishing a 70 bed year-round
Bridge Shelter within Costa Mesa will meet critical needs amongst some of the most
vulnerable people on our streets and in our neighborhoods, while also addressing the
jurisdictional need to mitigate adverse impacts from those not seeking sheltering resources,
which has been a pressing social issue that has concerned the local businesses and
community members. A hotline has been created to ensure that coordinated response
teams are able to address all aspects of service delivery system, both in Costa Mesa and
within the Broader County of Orange.
The MOP outlines emergency shelter services for homeless persons and best practices to
maintain a safe and healthy environment for shelter clients and the community at large.
The overall purpose of the program is to connect homeless persons to permanent housing
opportunities and resources to promote housing stability and self-sufficiency. Components
of the MOP align to national standards of The HEARTH Act (2009) as well as those of the
Orange County Continuum of Care and the Orange County Regional System of Care,
including the establishment of three Regional Service Planning Areas.
SECTION II. SHELTER ADMINISTRATION
A. Program Description
1. Population Served
Costa Mesa Bridge Shelter and Services
The proposed program will serve up-to 70 shelter clients, with 20 shelter beds set aside
for City of Newport Beach referrals at any given time while providing access to a range
of programs and supportive services at the Costa Mesa Bridge Shelter. To ensure that
the shelter will meet the needs of the community in serving chronic and vulnerable
homeless people, clients will be admitted with minimal, “low-threshold” requirements
so that chronic and vulnerable homeless people can easily enter and remain in shelter
until they can secure stable treatment, family reunification and/or permanent housing.
Those accessing the Costa Mesa Bridge Shelter will include homeless single men and
single women, age 18+. Special, alternate accommodations will be made for households
that are couples or families with children who are experiencing homelessness. The
Family Solutions Collaborative will accept and triage all family referrals, with SPIN being
the access point for the City of Costa Mesa. Couples will be referred to the Yale program
in Santa Ana, which can accommodate couples.
Each client will be screened by law enforcement personnel for sex offender, arsonist
and active felony warrant status before admission (screening will take place prior to
arrival at the facility, as part of the bed reservation system), as detailed in the
“Admission Criteria and Procedures” section of this document.
Bridge Housing Shelter Provision of Services
All Costa Mesa Bridge Shelter clients will have access to, and will be encouraged to,
participate in services provided through the Costa Mesa Bridge Shelter. The City’s
contracted professional shelter operator will be responsible for coordination of on-site
partner agencies. Case Managers will be responsible for coordinating additional outside
appointments necessary for their assigned shelter clients to achieve goals established
in their housing plan.
2. Program Description
The Costa Mesa Bridge Shelter is designed to provide safe shelter, basic needs, and
access to resources that move individuals out of homelessness and into permanent
housing opportunities.
Access to Safe Shelter
The Costa Mesa Bridge Shelter will accommodate indoor, overnight sleeping for up-to
70 individuals per evening. Operations at the Costa Mesa Bridge Shelter are provided
24 hours a day, seven days a week, 365 days per year. In order to decrease the impact
to the surrounding neighborhood, access to bed availability will be handled through a
reservation-based system. No walk-ins/outs for the Costa Mesa Bridge Shelter, or
services, will be permitted.
The Shelter Operator will provide on-site staff to track daily bed inventory and
communicate daily bed vacancies to City Outreach staff, Costa Mesa Police Department
(CMPD) and/or Costa Mesa Fire Department (CMFD), City of Newport Police
Department, City of Newport Beach Outreach staff and City Net upon request. Bed
reservations will give preference to Costa Mesa Homeless Residents and Newport
Beach Homeless Residents. Should additional beds be available, non-residents may be
eligible to receive a bed reservation from within the Central Service Planning Area.
Only City of Costa Mesa outreach staff, CMPD, CMFD, Newport Beach Outreach,
Newport Beach Police Department, and City Net can refer individuals to open beds at
the Costa Mesa Bridge Shelter. Shelter Operator staff will keep a comprehensive log
detailing bed reservation as well as other relevant information. City outreach and/or
public safety staff will be responsible for the initial call-in information, while the Shelter
Operator (Mercy House) staff will note actions which occurred after the original
reservation is made.
It will be imperative for the Shelter Operator to keep a comprehensive tracking sheet,
which will note the following information:
1. Date
2. Time
3. Client name called in
4. Reservation (y/n)
5. Declined (y/n)
6. Arrival of client (y/n)
7. No beds available
Length of Stay
Consistent with national best practices and trends, the goal for length of stay should be
30 days or less; however, there is no set maximum length of stay. When a client has
been a guest of the shelter for more than 180 days, they will be reviewed for an
additional stay period every 30 days, ensuring each client is supporting their progress
toward housing stabilization. If a client exceeds these 30 days, an intensified housing
location and exit plan strategies will be implemented. 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 repeated shelter violations as
outlined in the “Exit and Readmission Policies”. Additionally, The Shelter Operator will
maintain a report to account for clients with lengths of stay exceeding 180 days and
justification for extensions, on an individualized basis.
Sleeping Areas
Beds will consist of single beds. Each client will be assigned a bed and bedding for the
length of their stay. Space will be divided to allow for separate sleeping areas for both
men and women.
Two (2) beds are available in a flexible sleeping room segregated from the dormitories.
These beds may be used for those dealing with illness or for other temporary special
needs.
Meals
Breakfast, lunch, dinner and snacks will be provided for all clients daily.
Hygiene Facilities
Hygiene facilities will be provided onsite for all clients. These will include restrooms,
showers and laundry facilities. Clients will be encouraged to utilize these facilities as
daily resources. Toiletries will be provided by the Shelter Operator to clients as needed.
Accessible restrooms and showers are also provided onsite.
Transportation
No walk-up clients will receive Costa Mesa Bridge Shelter access. New clients and
returning clients will receive direct transportation to and from the shelter daily. Dates
and times for daily pick-ups are outlined in the “Transportation Policies “. With a hybrid
approach, the Shelter Operator will utilize a ride share system for one on one
appointments, and shuttle for group outings not to exceed 40 hours a week, Monday-
Friday.
Security
The Shelter Operator will follow policies and procedures that promote utmost safety
for clients, staff, volunteers, and the community. The Shelter Operator will also strive
to provide an atmosphere that promotes community, stays alert for signs of conflict,
and confronts harmful behaviors before they escalate. The security plan will include a
multi-faceted approach involving screening for sex offenders, register ed arsonists and
felons with open warrants; secured entrances; security searches upon entrance;
confiscation of harmful contraband; trained security personnel providing around-the-
clock indoor and outdoor coverage; security alarms, cameras and lighting. Other
program elements that will support security efforts include no walk-ups and no
loitering policies.
Storage
All clients will have access to personal storage space. Each client bed will have a small
storage locker for personal valuables. A limited number of outdoor storage bins will be
available to clients through a reservation process. Additionally, a refrigerated storage
area will be available to clients with medication needs, with the assistance of shelter
staff. Costa Mesa Bridge Shelter clients will be required to surrender contraband to the
shelter staff or they will be denied program entry.
Case Management Services
Upon entering the shelter, each client will be assigned to a Housing Navigator. The
primary function of the 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. Additionally, the Navigator is to provide resources and support to
the client during their stay, including encouragement to access any and all services
provided at the Costa Mesa Bridge Shelter. The Navigator will ensure that all clients
are entered into the Coordinated Entry System, as the first line of housing engagement.
Together, the case manager and the client will complete a Housing Plan, which will
guide their efforts toward securing permanent housing opportunities. Meeting weekly,
the navigator will document the client’s progress towards actions outlined in the
Housing Plan.
Upon initial intake, the Shelter Operator intake coordinator will en sure each client has
been entered into the County Homeless Management Information System (HMIS) and
review all shelter guidelines for the Costa Mesa Bridge Shelter.
Daytime Program Activities
As a 24-hour Costa Mesa Bridge Shelter Program, the Shelter Operator will encourage
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:
1. Full access to service providers through appointments made at the Costa Mesa
Bridge Shelter
2. Life skills classes and workshops
3. Indoor and outdoor recreational activities
4. Access to onsite computer lab and study area
3. Services Provided
The Costa Mesa Bridge Shelter should incorporate a combination of basic needs
services, as well as supportive services aimed at creating pathways into housing.
The Costa Mesa Bridge Shelter shall include at a minimum the following baseline
services (in ranked priority):
Service Location Provided by Shelter Operator
or Service Partner(s)
1. Intake/Assessment/Case
Management/Housing Navigation
Costa Mesa Bridge
Shelter Program
Street Outreach referrals from
City of Costa Mesa Staff/City of
Newport Beach
Shelter Intake, Case Management,
Housing Navigation: Mercy House
2. Crisis Evaluation – Mental Health
Costa Mesa Bridge
Shelter Program Mental Health Partner
3. On Site Centralized Intake/HMIS
Costa Mesa Bridge
Shelter Program Shelter Operator
4. Domestic Violence Services Costa Mesa Bridge Shelter Domestic Violence Partner
5. Beds on Site
Costa Mesa Bridge
Shelter Program Shelter Operator
6. Health Clinic Off-Site - Temp Costa
Mesa Bridge Shelter FQHC Provider Partner: SoS
7. Transportation Services and Assistance
Costa Mesa Bridge
Shelter/ Costa Mesa
Bridge Shelter
Shelter Operator/ Service Partner
8. Computers/Email
Costa Mesa Bridge
Shelter Program Shelter Operator
9. Security
Costa Mesa Bridge
Shelter Program Shelter Operator
10. Meals/Food
Costa Mesa Bridge
Shelter Program
City of Costa Mesa Mercy
House/Trellis/Volunteers
11. Parking
Costa Mesa Bridge
Shelter Program Shelter Operator
12. Homeless Prevention/Diversion Assistance Costa Mesa Bridge
Shelter
City of Costa Mesa/ Mercy
house
13. Drug and Alcohol Treatment (on/off site)
Costa Mesa Bridge
Shelter/ Off-Site Service Partner
14. Crisis Evaluation – Referral Plan
Costa Mesa Bridge
Shelter Program
City of Costa MesaMercy
house
15. Services for Children Not applicable Referral to the Family
Solutions Collaborative
16. Dining Hall
Costa Mesa Bridge
Shelter Program
City of Costa Mesa/Mercy
House
17. Employment/Job Placement Costa Mesa Bridge
Shelter Service Partner
18. Substance Abuse Treatment (on/off site)
Costa Mesa Bridge
Shelter/
Off-Site & On-Site
Service Partner
19. Mental Health Treatment (on/off)
Costa Mesa Bridge Shelter/
Off-Site & On-Site FQHC Provider Partner
20. Laundry
Costa Mesa Bridge
Shelter Program Shelter Operator
21. Storage (on/off)
Costa Mesa Bridge
Shelter Program Shelter Operator
22. Information and Referral services
(on/off site)
Costa Mesa Bridge
Shelter/ Off-Site and
On-Site
Shelter Operator/ Service Partner
It is also recommended that in addition to the baseline services recommended , the following
services are considered in the design and implementation of the Costa Mesa Bridge Shelter:
Service Location Provided by Shelter Operator or
Service Partner(s)
1. Recuperative Care Beds and Services Off-Site FQHC Provider
2. Recreational Activities Costa Mesa Bridge
Shelter Shelter Operator/ Volunteer
3. Pet Kennel and Services Costa Mesa Bridge
Shelter
Shelter Operator/Service
Partner
4. Clothing Donation and Distribution Costa Mesa Bridge
Shelter Shelter Operator/ Volunteer
5. Electronic Charging Stations Costa Mesa Bridge
Shelter Shelter Operator
6. Bike Repair Services Costa Mesa Bridge
Shelter Service Partner
7.
8. Hair Salon and Services Costa Mesa Bridge
Shelter Shelter Operator/ Volunteer
4. Coordinated Entry System Integration
The Shelter Operator will include in its staffing plan designated staff to conduct
Diversion screening and prevent those with other resources from entering the ho meless
shelter system. Additional staff will be trained to complete on-site VI-SPDAT
assessments. Navigators will also assist Costa Mesa Bridge Shelter clients in obtaining
the necessary documentation to move forward in their housing connection process,
once matched to permanent housing opportunities by the Coordinated Entry System
Module in HMIS.
5. Target Goals/Expected Outcomes
The target goals and expected outcomes for the Costa Mesa Bridge Shelter will adhere
to guidelines and expectations set forth by the U.S. Department of Housing and Urban
Development’s HEARTH Act as well as the Orange County Continuum of Care and
Regional System of Care Initiatives.
The Costa Mesa Bridge Shelter should not be regarded as a singular program(s) but
should provide Central Service Planning Area linkages within the broader Orange
County Continuum of Care (CoC), helping to move the system towards higher a level of
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 Costa Mesa Bridge Shelter services. The Costa Mesa
Bridge Shelter will offer preferences to homeless residents who have long-term ties to
the community. Indicators for measuring effective system performance should include
the following key considerations:
a. Reduction in Clients Experiencing Homelessness for the First Time:
Are fewer people experiencing homelessness for the first -time? Are only persons
who have no safe, appropriate housing option being admitted to shelter?
b. Overall Reduction in Number of Persons Who Experience Homelessness:
Are overall rates of homelessness declining? Is street homelessness declining? Is
chronic homelessness declining?
c. Reduction in the Length of Time Persons Experience Homelessness:
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 Costa Mesa Bridge Shelter Program.
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?
e. Reduction in Recidivism (subsequent return to homelessness):
Are repeat occurrences of homelessness avoided or declining?
6. Program Layout
Sleeping Dormitory Area with separation between men and women;
Medical/First Aid Area
Dining/Commons area
Security Area
Case management offices
Administrative office
Intake and Entry Area
Kitchen
Shower Areas
Outdoor Recreational and Facilities Areas
Outdoor Pet Kennel Area
Flex Sleeping Area
The Shelter Provider will work in cooperation with the Orange County Commission to End
Homelessness and the Emergency/Transitional Shelter Implementation Group to set
community benchmarks and multi-year goals to measure successful program
implementation for the Year-Round Shelter and Costa Mesa Bridge Shelter.
Source: ” The U.S. Department of Housing and Urban Development, Office of Community Planning and
Development, “Performance Measurement of Homeless Systems”
B. Admission Criteria and Procedures
1. Client Rules & Guidelines
A prospective client must be able to perform all aspects of their care meeting their
Activities of Daily Living (ADLs), follow all Costa Mesa Bridge Shelter rules and maintain
appropriate behavior with consideration for all other clients of the shelter. All clients
must review and sign a copy of the "Shelter Rules" document prior to entry (Attachment
B).
All new clients will review and sign the Costa Mesa Bridge Shelter Expectations. After
review of the listed expectations of the Costa Mesa Bridge Shelter Program the client
will be provided a copy of their signed copy for their records (Attachment C).
2. Identification Requirements
A form of official identification is required, such as a shelter -issued ID card, to verify
identity; however, a client will not be denied access to shelter services without one, so
long as their reservation is verified by Shelter Operation staff. Navigators will assist
clients in obtaining a California ID, providing each client with a no-cost ID voucher.
Additionally, all Costa Mesa Bridge Shelter clients will 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, 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 Costa Mesa Bridge Shelter property (screening will take place prior to the arrival at
the facility as part of the bed reservation system). Additionally, no felons with open
warrants will be allowed to access the Costa Mesa Bridge Shelter property or individuals
identified as registered arsonist. This screening process will be vetted through the City
of Costa Mesa Police Department and City of Newport Beach Police Department upon
entry to the Costa Mesa Bridge Shelter.
4. Bed Reservation System
To minimize neighborhood impact, all clients seeking to access the Costa Mesa Bridge
Shelter and services will do so through the designated Intake and Bed Reservation
Hotline (“hotline”) or the unsheltered population will be referred while on the street
and seeking shelter.
A client interested in shelter will need to be vetted by City of Costa Mesa Outreach or
City of Costa Mesa Public Safety personnel, City of Newport staff or City Net. Clients
will be screened for diversion and/or homeless prevention services, utilizing the
Coordinated Entry System Diversion and Homeless Prevention Questionn aire. 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.
Clients meeting eligibility requirements will be assigned a bed reservation number and
given instructions on transportation options and designated arrival time by the Shelter
Operator intake staff.
The Shelter Operator is required to manage and update daily, a designated system for
capturing bed inventory, reservations and vacancies. Shelter Operator staff is also
charged with recording excused versus unexcused absences and recording client exits
after 3 consecutive unexcused absences in 30 days. By 9am each morning, a new excel
spreadsheet should be prepared by Shelter Operator staff noting current beds available,
current list of excused versus unexcused absences, and an exit tracking log. These
tracking logs will be reviewed by City staff at a minimum of once per week to ensure
that there is an internal checks and balances to manage occupancy and referral
coordination.
5. New Clients Entering the Costa Mesa Costa Mesa Bridge Shelter
New clients will be screened using the phone intake system and provided a reservation
number, and transported into the Costa Mesa Bridge Shelter arranged by City of Costa
Mesa or City of Newport Beach.
Beds will be assigned based on availability and eligibility results. The Shelter Operator
intake staff will verify and assign beds daily.
If it is after hours, the individual can call the shelter operator to inquire as to bed
availability. If the client knows ahead of time that he will not be returning to the shelter
in the evening, he should call his navigator before 5pm, leave a detailed message with
name and reason for an excused absence on their voicemail.
Clients will not be allowed to loiter in the neighborhood surrounding the Costa Mesa
Bridge Shelter facility at any time. There will be strict enforcement of shelter cli ent
contract rules which could result in a permanent exit from the program if not followed.
Ride Share or Van Shuttle drop-off/pick-up locations are an extension of the shelter;
therefore, any violation such as loitering, constitutes a violation of the shelter rules
which will be strictly enforced. Operator/Security will conduct random da ily checks of
½ mile radius to shelter to enforce shelter rules and avoid loitering.
Upon arrival, clients are required to go through a security screening process and work
with an Intake Coordinator to be informed of rules and regulations of the Costa Mesa
Bridge Shelter Program, complete necessary intake paperwork and obtain a shelter ID
card.
6. Day Leave and Returning Clients
There has been a ride share program that has been established for employment or
personal appointments. Two afternoon shuttles will be available to clients (noon and
4pm) who desire to leave the facility during the afternoon part of the day for
employment or personal appointments.
Clients arriving later than 7pm for special circumstances such as employment or
discharge from the hospital, must communicate with their case manager their
anticipated arrival time. No client will be allowed into the shelter after 10pm, unless
their reason was approved by their navigator and/or the shelter bed reservation staff
member. Failure to communicate this could result in forfeiture of the bed reservation
and subject to “Readmission Policy” protocols.
7. Hours of Operation
The Costa Mesa Bridge Shelter 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.
5:00 AM Early Wake Up Call
5:30 AM-8:00 AM Breakfast served
6:00 AM Commons Area Open
6:00 AM-10:00 PM Pet Kennel area open
7:00 AM Second Wake Up Call
10:00 AM- 4:00 PM Computer/Technology Lab open (by appt. only)
11:30 AM-1:30 PM Lunch served
3:00 PM-4:00 PM Snack served
6:00 PM-8:00 PM Dinner served
10:00 PM-6:00 AM Lights Out in Sleeping Area
C. Overflow Management
1. Coordinated Service Delivery Plan
It is imperative that a Coordinated Service Delivery Plan be implemented that includes
assessment for the following diversion and redirection strategies:
a. Homeless Diversion
The City of Costa Mesa Outreach staff and City of Newport Beach staff will screen
for Homeless Diversion prior to entry. The Shelter Operator will again review with
the client potential Homeless Diversion services at intake to ensure that those with
alternative resources will not be accessing the homeless system. Both City of Costa
Mesa Outreach, City of Newport Beach Outreach and the Shelter Operator will
either provide or partner with an agency that can offer successful diversion
assistance.
b. Coordination with Family Costa Mesa Bridge Shelter
The Shelter Operator will work with the Family Solutions Collaborative to redirect
families seeking shelter at the Costa Mesa Bridge Shelter. The City of Costa Mesa
Outreach team and City of Newport Beach Outreach will work with families in need
by assisting them in seeking alternate shelter through the Family Solutions
Collaborative.
c. Coordination with Transitional and Bridge Housing Providers
The Mercy House staff will work with regional service providers to coordinate
referrals to transitional and/or bridge housing vacancies. This form of housing will
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 Costa
Mesa Bridge Shelter bed turnover rate as clients are successfully matched to
housing opportunities.
d. Coordination with Other Costa Mesa Bridge Shelter Providers
The Mercy House will partner with other emergency shelter program providers to
redirect overflow to available regional shelter beds within the Central Service
Planning Area of the County. Mercy House Navigators will re-direct clients to
shelter providers based on the client’s choice, proximity to work, housing and/or
support networks.
2. Overflow Policies
The Bed Reservation System is designed to prevent and minimize overflow and capacity
issues for the Costa Mesa Bridge Shelter. A daily bed utilization count will ensure that
the 70-bed capacity will be maintained each evening to meet the greatest need for our
homeless neighbors seeking shelter services.
D. Exit and Re-Admission
1. Exit and Readmission Policies
Clients will be considered to have exited the program when they voluntarily leave or are
exited from the shelter for violations pertaining to safety or repeated shelter violations.
The Shelter Operator, City of Costa Mesa and City of Newport Beach staff should be
balanced in their approach to program exits and readmission policies, as it pertains to
rule violations and infractions. Such policies include considerations to maintain a safe
and effective facility; safety for clients, volunteers, staff and the surrounding
neighborhood; as well as demonstrate compassion toward homeless individuals who
face increasingly vulnerable situations if forced to exit from a shelter situation to places
not suitable for human habitation. Shelter staff will keep logs of “excused” versus
“unexcused” absences to avoid unnecessary exits. Only Navigators and/or
Neighborhood Improvement Manager, and/or her designee can approve excused
absences. These excused absences will be promptly reported to shelter staff so that
they are notated in appropriate logs.
Infractions will be subdivided in a multi-tiered system based on the severity/impact of
the infraction on the program and other residents. Consequences for each tier level
shall be fitting for the level of the infraction and its impact o n the program.
As an example, a Tier 1 level may include “Basic Program Guideline Infractions” such as
smoking in the bathrooms, not leaving sleeping area on time in the morning, cutting in
line, etc. Tier 2 may include “moderate infractions” such as possessing alcohol on site,
marijuana, client fighting (minor scuffles), disrespect toward volunteers, etc.
Once individuals have been admitted to the shelter, if they are found with Tier 2
infractions such as either marijuana or alcohol on their person, these substances are
considered more minor offenses and the guest will be given an action plan. The
consequences depend on individualized circumstances. Three action plans of the same
offense result in an immediate exit. Safety related violations, considered Tier 3, will
constitute an immediate exit.
For noncompliance of rules in Tier 1 and Tier 2 levels, there will be increasing
enforcement actions including verbal warnings and write-ups. After a compounded
number of infractions in these tier levels, a client may be asked to leave and staff will
determine and give them the designated time line for which they can be readmitted.
Infractions at the Tier 3 level would be considered “major infractions” that include
illegal drug use or possession, violent attacks/fights, possession of weapons, etc. The
Shelter Operator maintains a zero-tolerance policy towards criminal activity including,
but not limited to: violence & sexual misconduct, as well as drugs and medications used
or possessed beyond the scope permitted in the “Health Policies”. These behaviors,
when substantiated, are punishable by immediate exit upon first offense.
Clients who use the facility, programs, and services in violation of a specific rule will be
responsible to adhere to stated consequences, up to and including law enforcement
response for criminal conduct.
2. Exit Procedures
When a client is asked to exit due to noncompliance of rules, including violence, or
criminal activity, security will escort the person off the property and be tr ansported to
a self-directed location, out of the surrounding area. Guests who have been exited will
be offered Lyft transportation to an area outside of the ½ mile radius of the Costa Mesa
Bridge Shelter, but within the Orange County limits.
The City of Newport Beach will arrange all transportation regarding the exit from the
program. Shelter Operator will contact City of Newport Beach non-emergency line at
the number (949) 644-3717. to reach; City of Newport Beach Police or City Net to
arrange transportation to the client being exited. It will be the responsibility of the City
of Newport Beach escort the client being exited off the property of the Costa Mesa
Bridge Shelter back to their place of origin.
3. Return Procedures
When a Costa Mesa Bridge Shelter guest is exited from the program, the following
timeline is applied. As is stated in the MOPs, all exits will be evaluated by the
Neighborhood Improvement Manager, or her designee before final exit notices are
given.
The length of time a guest must remain exited from the program will be considered on a case -
by-case basis based on the cause of their most recent exit in compliance to the County’s Shelter
Standard of Care.
Medical exceptions to the exit procedures must be reviewed and approved by Shelter
Operator in conjunction with the Neighborhood Improvement Manager with the City of
Costa Mesa.
The City of Costa Mesa Outreach team will continue to provide outreach services to those
guests who have exited from the Costa Mesa Bridge Shelter and request to continue their
housing plan. Once former guests have reached the appropriate time for reentry,
Outreach staff will evaluate their status and work on a plan towards reentry if the client
desires to return to the shelter.
Exit Checklist: Pursuant to the MOPS, exits can take place for a variety of reasons
including but not limited to violent and/or aggressive behavior, noncompliance with the
housing plan and more than 2 unexcused absences in 30 days. The following Exit Checklist
must be completed by Mercy House Navigators prior to having the Neighborhood
Improvement Manager or designee review for the client exit. This process provides
credibility to the exit procedure and ensure that the exits are supported by objective
facts.
Checklist:
1. Has the shelter client being reviewed for exit, completed an initial intake with their
assigned case manager?
2. Does the shelter client have more than 2 unexcused absences during a 30-day period?
3. Does he/she understand the difference between excused versus unexcused
absences? Has this been documented in the case files?
4. What phone number(s) were the shelter client provided for communication
purposes? Navigator or shelter guest line? Were both phone numbers given to the
client upon intake?
5. Were shelter phones operable during the absentee period when the client was trying
to reach both their case manager and/or shelter staff?
6. Did the shelter client utilize an alternative method to inform personnel of an excused
absence, such as an email, saying that they were going to be excused?
7. If the shelter client leaves immediately in the morning, making it impossible for the
navigator to conduct an intake meeting, did the navigator leave a note on their bed
informing the guest that they are required to meet with the navigator on a weekly
basis to work on their housing plan or risk losing the shelter bed reservation?
8. Were there any other extenuating circumstances? Hospitalizations? Missed bus? No
phone?
9. Has all of the above been documented in the client case file and Homeless Outreach
system?
10. Have you checked with other City case managers and/or Mercy House staff to ensure
that he/she wasn’t contacted instead of you?
Entry back into the shelter after exits due to unsafe behavior
All shelter guests are subject to the 30/60/90 day procedures subject to conditions stated
above. However, should the shelter client have repeatedly exhibited violent behavior
while a guest at the shelter, both City of Costa Mesa and Mercy Staff along with Costa
Mesa police personnel reserve the right to decline re-entry to the shelter pursuant to the
above 30/60/90 policy. Due to extenuating circumstances which might impact the safety
of City and Mercy House staff as well as shelter guests, a meeting shall be held between
all three parties to evaluate the suitability of the client for re-entry to the shelter.
Additionally, both the City and Mercy House reserve the right to re-evaluate guest
suitability at 30-day intervals in order to determine whether or not a safety risk still exists.
Holding Beds for Shelter Guests
Once a shelter guest exits a program due to either a medical, mental health or substance
abuse recovery opportunity, shelter staff may hold their bed up to 14 days after which
time their bed will be released for new shelter client intakes. If the shelter client is gone
from the shelter for a longer period, due to their medical, mental health and/or substance
abuse needs, they are eligible for reentry if they wish to return to the shelter after a
successful exit from the medical, mental health and/or substance abuse program. The
client will be placed at the top of the interest list and placed in an Outreach or PD reserved
bed when available.
Reassignment of Costa Mesa Bridge Shelter Clients
1. Designated Mercy House Navigators will review the case for an appropriate exit in
accordance to the Costa Mesa Bridge Shelter MOPs.
2. If an exit is deemed appropriate, the designated manager will review the client’s case
history in our info system to appropriately assign communicate with the partnering
agency.
E. Navigation Services Policy
Upon entering the shelter, each client will be assigned to a Mercy House Navigator. The
primary function of the 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. The time frame is individualized with the goal of 180 day maximum length
of stay; however, the shelter client will be on a strict housing plan schedule, meeting with
their Navigator on a weekly basis. Additionally, the Navigator is to provide resources and
support to the client during their stay, including encouragement to access any and all
services provided at the Costa Mesa Bridge Shelter.
The Navigator will ensure that all clients have a complete assessment and are entered into
the Coordinated Entry system, as the first line of housing engagement. However, this will
not be their only housing plan option. The case manager will continue to seek other housing
and treatment opportunities, on an individualized basis.
Navigators will assist Costa Mesa Bridge Shelter clients with obtaining the necessary
documentation such as: California Identification, Social Security card or Birth Certification
to move forward in their housing connection process, once matched to permanent housing
opportunities.
Together the Navigator and the client will complete a Housing Plan which will guide their
efforts toward securing permanent housing opportunities. Meeting weekly, the Navigator
will document the client's progress towards actions outlined in the Housing Plan.
Additionally, the Navigator will work with clients to provide referrals to services in the Costa
Mesa Bridge Shelter or any community referrals as necessary.
1. Documentation of Case Management Services and Data Security Policies
Shelter Operator logistical staff, upon client entry, will enter the new shelter guest into
HMIS database. Mercy House Navigators will manage housing plans and outcomes are
recorded at exit and throughout participation in the program. When the client is exited
from the Costa Mesa Bridge Shelter program, the Shelter Operator logistic staff will
update HMIS with their current status. Paper files will be stored in a secure location in
the case manager’s office.
The Shelter Operator will use HMIS as its primary database and ensure that every client
completes and signs an Orange County HMIS Client Consent Form upon entry into the
program. Intake Specialists will ensure collection of all HUD Data standards as required
by the HMIS system.
The Shelter Operator will have a policy restricting computer access records and client
information to authorized staff. All database and HMIS access will require passwords by
authorized users, as required by the Orange County Continuum of Care policies for HMIS
participation.
Disclosure of client information to other social service agencies may be permitted only
with the client’s written consent. Disclosure of records relating to clients may be
released without client consent in certain circumstan ces, as required by law.
F. Daytime Program Policies
Clients that are participating in the Costa Mesa Bridge Shelter may, but are not required to,
leave the facility during the day. The Shelter Operator will make every good -faith effort to
encourage all clients to stay on-site during the day and to take advantage of the on -site
services provided to them during the daytime. Access to bed areas will be limited
throughout the day to encourage clients to become active participants of program
resources and activities at the Costa Mesa Bridge Shelter Program.
Clients can leave the facility for work or personal appointments using the Costa Mesa Bridge
Shelter transportation services.
Clients will have access to daytime services through the Costa Mesa Bridge Shelter’s partner
organizations and will be able to meet with their assigned Case Manager on a weekly basis.
They will also have access to activities provided by shelter staff and volunteer organizations.
Clients are welcome to use the facility’s recreational areas, lounge, computer lab, and
designated outdoor spaces.
G. Costa Mesa Bridge Shelter Program Policies
1. Costa Mesa Bridge Shelter Clients
Access to the Costa Mesa Bridge Shelter amenities are limited to homeless clients that
have completed the prescreening and intake process to enter Costa Mesa Bridge Shelter
Program. Transportation to and from the Costa Mesa Bridge Shelter for these clients
must be provided and coordinated by the shelter staff and/or service partner
organizations.
All Costa Mesa Bridge Shelter clients are expected to follow all Shelter rules and
maintain appropriate behavior with consideration for all other clients of the shelter.
Rules of the Costa Mesa Bridge Shelter will be reviewed upon intake and acceptance to
the program, in addition to being prominently displayed in lobby waiting areas. Those
in violation of these rules could be exited from the site, suspended or terminated from
the program, depending on the severity of the offense.
2. Lead Agency Protocols
The role of the Shelter Operator is not to provide all of the supportive services offered
at the Costa Mesa Bridge Shelter but to recruit and manage a group of partner agencies
specialized in providing an array of supportive services beneficial to Costa Mesa Bridge
Shelter clients.
The Shelter Operator will include in its staffing plan a Costa Mesa Bridge Shelter
volunteer coordinator position. The duties of the Costa Mesa Bridge Shelter Volunteer
Coordinator will be to recruit and encourage participation by outside service pr oviders,
maintain service provider room reservation schedule and ensure the day-to-day
operational functions of the Costa Mesa Bridge Shelter.
The Shelter Operator should ensure that the Costa Mesa Bridge Shelter has flexible
hours to allow clients to participate before or after work, or alternatively, on the
weekends. The Shelter Operator may also engage participation in and facilitate
quarterly meetings through the formation of a Service Partner Collaborative.
3. Requirements for Service Provider Partners
All service providers who desire to offer direct services at the Costa Mesa Bridge Shelter
will complete an application.
Responsibilities of the Service Provider Partners will include, but are not limited to:
1. Set and maintain their own appointment schedule with clients;
2. Provide clients with access to transportation to fulfill their scheduled appointments,
if needed;
3. Ensure that all clients are aware of Costa Mesa Bridge Shelter rules and enact
appropriate; enforcement of client shelter rules for their clients if and when
necessary;
4. Agree to share service output and outcome information;
5. Communicate room reservation conflicts with Costa Mesa Bridge Shelter Concierge
in advance;
6. Respect, maintain and keep clean all areas of the Costa Mesa Bridge Shelter;
7. Respect and cooperate with Shelter Operator staff, other service providers and
clients;
8. Participate in quarterly Service Partner Collaborative meetings and provide input to
the improvement of the Costa Mesa Bridge Shelter Program; and,
9. Screen clients for eligibility (no sex offense registrants, registered arsonists, or
felonies with open warrants will be allowed on-site).
H. Good Neighbor Policy - Community Coordination and Communication
1. Communication and Coordination with Neighborhood, Businesses and Public
The Shelter Operator is committed to communication with neighbors on an ongoing
basis. As part of this commitment, the Shelter Operator will work with the City to
facilitate Community outreach efforts to ensure ongoing communication and proactive
responses to any issues. These Community outreach efforts will provide opportunities
to answer any questions that members of the surrounding community might have on
the operations of the Costa Mesa Bridge Shelter Program. The Shelter Operator will
provide information to the public including operational components, programmatic
outcomes and performance, and engage in dialogue about any proposed changes to the
program that may have a real or a perceived community impact.
A public inquiry phone number and contact information will also be posted. Community
stakeholders may call this number for information about the site or to have any
questions answered. The phone number will be retained as a resource for community
members while the shelter is up and operational. All community complaints and/or
inquiries about the Costa Mesa Bridge Shelter will be recorded and forwarded to the
appropriate staff for prompt responses. The Shelter Operator will be fully committed to
an appropriate customer service response and will consider the resolution of
community complaints a high priority.
The Shelter Operator will also create and maintain a program website that will include
important information for community stakeholders and clients alike. The website will
include a “Frequently Asked Questions” section which will help to provide instant
answers to community concerns. Additionally, the website will include a digital copy of
the Shelter Operator’s full “Good Neighbor Policy” and “Management and Operational
Plan” to be made accessible to the public.
Visits by members of the community and tours of the facility will only be available by
scheduling an appointment with City Staff. All requests must be submitted no less than
48 hours in advance and must be approved th e City Manager or designee. Approved
shelter tours will only be given during normal business days (M-F), during the hours of
8:30 am - 4:30 pm).
The Shelter Operator will have program brochures available on-site, and will also as
disseminate these resources to groups throughout the community. Information on the
brochures will highlight the various services at the facility as well as criteria for
admission and eligibility. Volunteer, in-kind and donation opportunities will also be
listed for those who wish to support the program.
All media inquiries regarding the City Bridge Shelter will be referred to the
Neighborhood Improvement Manager. The Shelter Operator and City Management
will work together to respond to media inquiries related to the Bridge Shelter
program. The operator will notify the City regarding any and all media contacts
regarding the Bridge Shelter, prior to releasing statements to the media related to the
program.
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 shelter operator will ensure that staff and
security are trained to properly manage and respond to an array of difficult situations
that may occur at shelter, and use proper judgement to contact police and / or
fire/paramedics to address health and safety issues.
The Shelter Operator will provide an array of services and support that will be beneficial
to local police and fire departments. These services include, but will not be limited, to:
1. Security Officers stationed on-site;
2. Designated beds reserved each night for law enforcement referrals
3. Staff Neighbor Patrol will monitor surrounding area to control issues of loitering,
abandoned property, and other blight;
4. Training opportunities on mental health and addictions treatment, trauma informed
care, strengths based approaches, housing first, de-escalation techniques or other
topics of interest to supplement existing CoC provider trainings;
5. Direct referral access to the Coordinated Entry System to assist local law
enforcement officers in connecting homeless individuals with housing
opportunities;
6. Statistical reports on number of clients served, length of stay and demographic
information, next of kin and nearest familial relative.
7. the City Staff/Operator will meet at least quarterly with local law enforcement and
Fire Rescue, as needed.
3. Communication and Coordination with City, County, and Service Providers
Operation of the Costa Mesa Bridge Shelter will be for the public good and to assist the
City of Costa Mesa and Newport Beach, its partners within the Central Service Planning
Area and the Orange County Continuum of Care system forward. As such, successful
implementation of the Costa Mesa Bridge Shelter will require the partnership of various
stakeholders including the City, County and many other Service Providers.
The City Case Managers/Shelter Operator will be committed to working cooperatively
with numerous other Service Providers, community, and government organizations to
serve the needs of the homeless population in Costa Mesa, Newport Beach and the
Central Service Planning Area within Orange County.
In order to effectively manage and operate a robust Costa Mesa Bridge Shelter that
provides an array of services for the shelter clients, Case Managers must demonstrate
a strong history of collaboration and willingness to engage other Service Providers.
Additionally, the City Staff/Shelter Operator will be responsive to and provide support
to the City Council Members as needed, in relation to the operation of and performance
indicators/outcomes of the program.
4. Policies for Community Involvement
The Shelter Operator will be committed to active participation in City and County-wide
community events. To the extent reasonable and feasible, representatives of the
Shelter Operator will attend meetings of the local Neighborhood Association(s) and
local Chamber of Commerce(s) when invited, and communicate with neighborhood and
business participants.
Additionally, the Shelter Operator may sponsor special events, such as community
resource fairs which will include the broader community.
5. Policies for Neighborhood Patrol
A Shelter Operator staff-led Neighborhood Patrol will assemble daily to monitor a ½
mile radius around the shelter perimeter. The role of this patrol group is to promote
cleanliness, engage with neighbors, and enhance the safety and mitigate any perceived
program impacts within the immediate vicinity.
Additionally, they will prevent and monitor for any issues of loitering, unauthorized
parking of client vehicles in the neighborhood, abandoned property, shopping carts and
other blight. A log will be kept of the daily pat rols. The following actions will be
completed by the Neighborhood Patrol:
1. All litter and trash items will be removed from the area and properly disposed of;
2. Clients found loitering will be issued a warning. Violations of this rule may cause a
client to be exited from the facility;
3. Unauthorized parking of client vehicles in the neighborhood are subject to towing;
4. Shelter Operator will contact a city-designated shopping cart retrieval program to
collect all shopping carts found that do not contain items of personal property;
5. Shelter Operator will follow city codes for removing personal property found in the
surrounding area;
6. Shelter Operator will work with the Costa Mesa Network for Homeless Solutions and
law enforcement to conduct outreach and engagement activities to surrounding
community areas to ensure anyone experiencing homelessness can be screened for
shelter or other program referrals.
I. Shelter Advisory Boards
1. Advisory Board Composition
The Shelter Operator will establish a Bridge Shelter Advisory Board comprised of key
stakeholders with the intent to:
1. Regularly review the operations of the Costa Mesa Bridge Shelter program
2. Enhance community relations between the shelter and the public
3. Address concerns of local community members, businesses, City of Costa Mesa
and partner services providers pertaining to the operation of the Costa Mesa
Bridge Shelter
4. Address grievances as they occur in the Costa Mesa Bridge Shelter
The 11-member Shelter Advisory Board will include:
1. Mercy House Shelter Manager
2. City of Costa Mesa Council District Representative
3. City of Costa Mesa Neighborhood Improvement Manager
4. Police Department Representative
5. Two Representatives from the Adjacent Business Community
6. Two Representatives from the Adjacent Residential Community’
7. Lighthouse Church Representative
8. Trellis Representative
9. City of Newport Beach Representative
2. Meeting Schedule
The Advisory Board will meet monthly on the 1st Wednesday at 4:00 pm.
3. Accountability and Grievance Process and Policies
In addition to providing input to the operation of the Costa Mesa Bridge Shelter
Program, the Shelter Advisory Board is also tasked with the on-going review of the
MOPS, working with the City and the Shelter Operator to evaluate and refine the MOPS
to improve the program outcomes.
J. Safety Policies
1. Facility Maintenance
The Shelter Operator will keep a schedule for regular facility cleaning. The Shelter
Operator will contract with a janitorial service to provide daily cleaning services for all
areas utilized by clients and weekly for office space at the Costa Mesa Bridge Shelter.
Shelter Staff will rotate regular maintenance duties and inspections for minor repairs
and replacements. Maintenance and cleaning forms are used to track completion of
each task and reviewed on a regular basis.
The outside grounds will be 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 will be
reported to the Program Manager.
Need for repairs will be reported promptly b y staff to the Program Manager, then
reported to City staff to be addressed.
The Shelter Operator will be committed to maintaining a pest free environment
throughout the premises. As such, no food will be allowed in living areas of facility. Trash
bags will be emptied daily in all areas. Inspection of client spaces and lockers will be
conducted for any items that would attract pests. All staff wi ll receive appropriate
training for the identification of common pests as well as prevention and control
measures. If assistance is requirement due to a pest outbreak, the Shelter Operator will
contact City Staff and work together to address the issue. If City Staff are not available
or after hours, Shelter Operator will contact the City’s non-emergency dispatch line at
714-754-5252 for emergency assistance.
2. Fire and Earthquake Safety
Evacuation Plan for Ambulatory and Non-Ambulatory Residents
Shelter staff must be trained in protecting the safety of everyone in the facility. Staff
will 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 on the posted map of the facility.
In case of the need for evacuation, the present site lead during the emergency will notify
all staff and clients to evacuate, call 911, and direct the evacuation plan. 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 leads clients to
safety through the nearest safe evacuation exit. Staff will assemble clients outside at
the 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:
1. 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.
2. While evacuating clients, staff will attempt to close all door(s), if safe to do so.
3. 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.
4. If the door is hot, it is not opened and staff will lead clients to leave via the nearest
safe exit.
5. Staff will locate and use appropriate fire extinguishers, if safe to do so.
6. When the Fire Department arrives, a staff person will speak to the officer in charge
and give the officer a set of staff keys.
7. Staff will contact the Program Manager or his/her delegate as soon as possible, if
not on site.
8. 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:
9. Contact the Program Manager to identify evacuation locations and disaster team if
assistance is needed for client shelter, meals or services.
10. Contact the City Neighborhood Improvement Manager.
11. 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.”
3. Fire Prevention Procedures
The Costa Mesa Bridge Shelter has been 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 will be allowed inside or outside the building, within 20 feet of doors. A
smoking section has been designated and a sign posted in the designated outdoor patio
smoking area.
4. Fire Drills and Documentation
Fire drills will be conducted at least quarterly. Documentation of fire drills will be kept
for three years in Shelter Management Files.
5. Fire Inspections and Extinguishers
The most recent annual fire inspection will be posted in a designated area of the Costa
Mesa Bridge Shelter facility and will be included in the Shelter Management files. Fire
extinguishers are located in each area of the building as shown in facility plans and in
evacuation plan. Fire extinguishers will be inspected and maintained per City and
County requirements. A certificate of the most recent OC fire inspection will be posted
in a visible and designated area.
6. Earthquake Safety
Earthquake drills will be conducted quarterly by staff. The evacuation route and
procedures may be the same as other hazards. A client tally and search will be
conducted once evacuation is conducted.
In case of an actual earthquake that causes damage to facility or grounds, staff from the
City’s Public Services and Fire Departments will be called to inspect the facility as soon
as safety permits. Clients will be evacuated from building and transported to other
shelters as needed.
7. Disaster Preparedness: Access to I.T. Server Room
Server Room Access:
Mercy House Non-Emergency Scheduled Work
a. Email Costa Mesa IT Department at ITOperations@costamesaca.gov.
b. City IT Operations staff will contact Mercy House IT to arrange an onsite escorted visit to
the network IDF closet during normal business hours.
Mercy House Critical After Hours Support
a. Mercy House will call Police Dispatch at 714-754-5252 to request City IT Operations on-
call/standby staff for after-hours access to the Costa Mesa Bridge Shelter IDF closet.
b. City IT Operations staff will callback within 30 minutes and be onsite within 1 hour.
Power Outage:
a. In the event of a power outage, Non-emergency dispatch should be contacted at
714-754-5252. Dispatch should be directed to contact the on-call Maintenance
personnel who will coordinate the towing of the emergency generator from the
Corporation Yard to the Shelter. The local battery backup at the Shelter will provide for
up to two hours of power for the telephones, Computer Data server, security cameras,
and emergency exit lighting, and 24 hours for the fire alarm system.
K. Security Plan
The Shelter Operator will follow policies and procedures that promote safety for clients,
staff, volunteers, and the community and will strive to provide an atmosphere that
promotes community, stays alert for signs of conflict, and confronts behaviors before they
escalate.
1. Eligibility Screening
No person confirmed to be on the sex offender registry (Megan’s Law) or a registered
arsonist will be allowed to access the shelter property. Additionally, no person with an
open felony warrant will be allowed to access the shelter property.
2. Secured Entrances
All clients will present identification upon entry. Clients without valid California
identification cards will be provided an ID Voucher for DMV to secure a valid
identification card. Clients will also receive a shelter-specific ID to use for admission into
the shelter throughout the duration of their stay.
All clients and their belongings will be checked by security personnel, utilizing security
wands each time they enter and exit from the shelter and all contraband will be seized.
Contraband 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. Confiscated items will be
destroyed or turned over the authorities as appropriate.
Clients will sign in upon entrance, and sign out upon exit from the building.
3. On-site Security Personnel
The Shelter Operator will provide a minimum of 2 trained security guards to ensure the
safety of clients and the surrounding neighborhood, 24 hours a day. Security will be on
site at all times, and will conduct security rounds of the facility in a continuous manner.
Security guards will be stationed both inside and outside the shelter to ensure
maximum coverage. Security guards will be accessible and visible to clients, and survey
facility for any potential concerns. Staff and security will have communication with each
other via portable electronic equipment.
Security guards will be contracted through a third -party vendor. Security guards will
carry non- lethal weapons such as mace, batons and handcuffs. Vendor will ensure that
all security staff will be appropriately trained to work within the shelter for homeless
individuals.
Security guards will receive appropriate training related to nonviolent crisis
intervention, mental health first aid, professional ethics, for example, through the
Shelter Operator’s resources.
Daily Recommended Operational Staff to Security Ratios
Staff Security Guards
6:00 AM 3 2
7:00 AM 4 2
8:00 AM 4 2
9:00 AM 5 2
10:00 AM 5 2
11:00 AM 5 2
12:00 PM 5 2
1:00 PM 4 2
2:00 PM 4 2
3:00 PM 5 2
4:00 PM 5 2
5:00 PM 5 2
6:00 PM 5 2
7:00 PM 4 2
8:00 PM 4 2
9:00 PM 4 2
10:00 PM 3 2
11:00 PM 2 2
12:00 AM 2 2
1:00 AM 2 2
2:00 AM 2 2
3:00 AM 2 2
4:00 AM 2 2
5:00 AM 3 2
Excludes Program Manager and Navigators
4. Security Alarms and Cameras
The building is equipped with security cameras inside and outside, safety alarms, and a
portable communication device worn by staff. Staff will also have access to panic
buttons which will silently summon police to the facility during emergency situations.
A City of Costa Mesa staff and Mercy House Operator will have 24/7 access to monitor
security cameras on and off site of the Costa Mesa Bridge Shelter.
Security lighting will be used both inside and outside the facility to highlight entrances
and parking lot. A staff person will escort any persons to parking lot or security gate
after sunset.
5. Loitering Policy
Clients will not be allowed to loiter in the surrounding neighborhood. Violations of this
rule may cause a client to be exited from the facility. The Shelter Operator’s Good
Neighbor Policy will include regular checks of surrounding area to prevent and monitor
for loitering issues.
6. De-escalating Conflicts
All employees will receive appropriate training in nonviolent crisis intervention, trauma
informed care, strengths based interviewing, professional ethics and other relevant
industry best practice training for working with this population.
Marginal Types of Aggression: Exits should only occur with more serious types of
aggression or with repetitive aggressive behavior versus a less serious offense. Prior to
exiting a client, Shelter staff should attempt to de-escalate a situation by understanding the
motivations that prompted a client to behave in these manners. By developing this insight,
the shelter staff should be better able to determine both verbal and non-verbal responses
to this behavior. If this behavior continues and cannot be managed successfully, then City
and Mercy House staff should meet regarding client status. If it is decided that client should
continue in the program, the following steps shall be taken: action plans, formal discussions
about behavioral change, etc. If the behavior continues, City management and Mercy
House management reserve the right to exit the client pursuant to procedures laid out in
the Management Operations Manual (MOPS).
Verbal Threats or Aggression: If a client makes a verbal threat and/or is verbally aggressive
to either Mercy House staff, another shelter client, and/or City staff, the management team
will review the case for immediate exit from the shelter to protect the safety of staff,
operator and other shelter clients, pursuant to procedures listed in the Management
Operations Manual (MOPS).
Violent behavior: If a shelter client exhibits violent behavior towards another client, he will
be immediately exited. He may be subject to the 30/60/90 policy depending on both shelter
and case management opinions regarding the possibility of repetitive violent
behavior. Prior to admittance Mercy House staff and City team will meet regarding re-
admittance of the client; should client be allowed to return to the shelter, they will be
required to sign a behavioral contract to ensure that aggressive behavior does not
continue inside of the shelter which includes the 6 stages of behavior change (pre-
contemplation; contemplation; preparation; action; maintenance and relapse), actions
plans and formal monitoring. Under no circumstances shall a client be readmitted to the
Costa Mesa Bridge Shelter if the victim is still residing in the shelter. If the violent behavior
reoccurs after the client has been re-admitted, a permanent exit shall be discussed and
evaluated amongst City and Mercy House management prior to a decision being rendered.
7. Entrance and Exit Procedures
All staff and clients will enter and exit through one main entrance and security
checkpoint. Both entrances will be equipped with security cameras for inside and
outside the facility, safety alarms, and a portable communication device worn by staff
for control of entrance and activity inside the bu ilding. All areas of the building will be
locked when not in use. The building will be zoned so that clients will only have access
to the areas which they need. During sleeping hours, clients will have restricted access
to other areas of the building.
All clients will present identification upon entry, and their person and belongings will be
searched by security. They will sign in upon entrance and sign out upon exit from the
building.
All clients will enter the property by ride share or shuttle. Clients will be escorted from
the designated parking lot area and shuttle drop off area to the shelter entrance.
8. Policy Regarding Storage of Client’s Possessions
All clients will have access to limited personal storage space in the outside storage area
and indoor sleeping area.
A limited number of outdoor storage bins will be available to clients through a
reservation process. A client who qualifies and requests their personal effects to be
stored in these outdoor bins 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 property in their assigned bin, to its maximum capacity.
A client storage log will be signed at each visit to the storage area. The storage area may
be accessed, with staff supervision only during assigned hours during the day.
All items will be stored for the length of the client’s stay at the shelter. Once a client has
exited the shelter program, any personal effects may be voluntarily stored for up to 7
days upon request; An extension could be granted when a client has a verified need to
store belongings for a date certain that is more than 7 days after departure. Property
will be deemed abandoned if not removed upon departure, stored in agreement for 7
days or extended beyond 7 days, upon request and verified need. Clients who have
exited from the shelter program must maintain contact with staff regarding property
remaining at the shelter and are required to set an appointment time with staff to
collect their personal belongings.
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.
No contraband items may be stored at the shelter. Contraband 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.
9. Policy Pertaining to Authorized/Unauthorized Search of Clients’ Property by Staff
The Shelter staff will have the right to inspect all storage areas to ensure compliance
with storage policies. Staff has 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”.
When inspecting a client’s possessions without them present, two staff persons will be
responsible for the search. An Authorization Form will be signed by the client at time of
entrance into facility when they place items into the storage area. When items are
found in the client’s possession that are not suitable for storage, clients can choose to
have staff dispose of the item or client may store the property off site, at their own cost.
10. Policy on Possession of Weapons On-Site
No weapons or objects which can be used as weapons can be brought or stored at the
shelter. All of a client’s belongings brought on-site will be searched upon entry and
inspected for weapons and items that could be used as such. Anyone found with a
weapon or dangerous materials that can be used as a weapon will be asked to discard
the items, store them off site or decline to enter the program . Sharp objects such as
tools or scissors will be stored in locked storage areas and not taken into shelter living
areas.
All kitchen knives and sharp objects, hazardous materials, and cleaning equipment that
could be used as a weapon will be kept in locked areas with staff only accessibility.
11. Procedure for Contacting Police
The intention of the Shelter Operator should be as proactive as possible and ensure that
public safety resources are deployed only when necessary. This includes ensuring that
staff and security will be trained to properly manage and respond to an array of difficult
situations that may occur at the shelter.
In establishing a procedure for contacting public safety, the Shelter Operator will work
cooperatively with the local police and fire departments to establish shelter policies and
procedures on how and when to contact police or fire for conflict resolution,
trespassing, theft, unruly behaviors, loitering around property, mental health
evaluation, and medical emergencies.
Upon consensus, a 911 protocol will be established and followed. All staff members will
be trained in these procedures. 911 may be called for any medical emergencies, violent
behaviors that endanger others, and suicidal ideation.
L. Health Policies
1. Housekeeping Policy
The Shelter Operator will commit to and understand the importance of maintaining
hygienic, sanitary environments for the well-being of clients, volunteers and staff. The
Shelter Operator will maintain written, standardized housekeeping procedures. Each
procedure will be designed for safety of staff and clients and for a consistent, high
standard of housekeeping. Staff will be provided with training in these procedures, will
be monitored in performance of the procedures, and evaluated in their effective use of
them. Training may include education on any hazardous materials with which staff may
come into contact when carrying out their assigned work tasks. The complete list of
procedures will be included in a Shelter Policy and Procedures Manual and made
available to all employees.
Outside janitorial staff will be contracted to assist in the maintenance and cleaning of
the facility. Thorough daily cleaning of all client areas including living quarters, kitchen
and dining and common areas will be done using institution strength antibacterial
products.
Bathrooms, showers, and eating areas will be given priority attention. The kitchen and
dining areas will be cleaned according to strict health standards after each meal. Office
space will be cleaned weekly by the contracted janitorial staff and as needed by Shelter
staff and partner organizations using the space.
To prevent cross-contamination, clients will be required to store personal toiletries in
plastic sealable bags on their beds when not in use. The Shelter Operator will assign a
set of linens at intake for their use while in the shelter. The client will be responsible for
making and maintaining their bed each morning. Staff will wash bed linens weekly in
hot water with bleach unless special circumstances require more regular cleaning.
All staff will practice universal precautions in handling of laundry, cleaning of facility,
and general self – health care. Specifically:
1. Staff will wear appropriate protective garments (i.e. gloves) while completing tasks;
2. Staff will use recommended disinfecting cleaning products for each area of facility;
3. Staff will practice required hand-washing procedures;
4. Kitchen staff will be trained in and practice required food-handling procedures;
5. All client clothes will be washed upon initial intake and weekly thereafter;
6. All laundry will be handled according to safety and washing procedures . Staff and
volunteers will follow a set of Program Rules and Regulations for working when
they are sick/contagious.
The outside grounds will be included in the housekeeping standards and schedule. The
facility’s outside spaces, parking lot, and green areas will be cleaned daily from debris
and litter. Chairs and tables will be washed according to inside standards. Minor repairs
of the facility and grounds will be completed by the Costa Mesa Bridge Shelter staff. Any
major repairs or work requiring specialized training will be completed by approved
vendors.
The Service Partner agencies must adhere to housekeeping procedures. Service
Provider Partners will be expected to respect and keep their areas clean after usage.
2. Pet and Service Animal Policies
The Bridge Shelter standard has been that 10% of the client occupancy will be permitted
to bring pets and service animals at the shelter. This standard is flexible to several
factors, including the size of the pets, the behavior of the pets and the owners ability to
effectively manage the animal during the shelter stay. The Shelter Operator shall
maintain discretion in the area of pet capacity/management.
Shelter guests are required to vaccinate their pets pursuant to Section3-122 of the
CMMC and because it is also a health and safety concern given the nature of the shelter
facility. Shelter guests are also required, to spay/neuter their animals. Shelter staff will
facilitate veterinary services to ensure all pets staying in the shelter are vaccinated and
spayed or neutered.
The health and well-being of all pets and service animals brought into the Costa Mesa
Bridge Shelter will be the responsibility of their owner. Clients must feed and clean up
after their pets and service animals, Shelter staff will not be able to provide food. Clients
who are unable to properly care for their pets or control them while at the shelter will
be asked to work on these improvements as a program goal or find alternative
arrangements for their pets.
The Shelter Operator works with the City to define rules and policies around pets,
service animals and animal management at the shelter. The Operator may contract with
a veterinary service provider to help provide animal management services at the
shelter. Such services include but are not limited to: examination of pet health upon
entering shelter and throughout, spaying/neutering services, vaccinations, treatments
for injuries/health issues and pet owner education. All animals must remain either
inside the facility or within the gated area of the shelter in the designated outdoor
animal area.
3. Possession and Use of Controlled Substances
The Shelter Operator will have a strict policy prohibiting the possession or use of alcohol
or controlled substances at the Costa Mesa Bridge Shelter and on the Costa Mesa Bridge
Shelter premises by employees, residents, clients, and the general public.
It will be 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 will be the objective of the Shelter Operator to have an environment
that is free from the influence of controlled sub stances and alcohol at all times on the
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, is contrary to the Costa Mesa Bridge Shelter’s mission, and
will be strictly prohibited.
4. Policy for Drug Possession
Staff will have the right to refuse entrance to any client who is noticeably impaired,
under the influence, exhibiting behavior that is inappropriate, or otherwise cannot
follow the rules and expected behaviors of a client while participating in Shelter
activities. If alcohol, illegal substances, or paraphernalia are found in a client’s
possession after they have completed entry paperwork and necessary security
screenings, that client may be asked to exit the facility at the discretion of staff. They
may be given a timeframe of their next eligible readmission date. The illegal drug or
alcohol will be disposed of and documented by two staff following writ ten protocol in a
Policy and Procedures Manual.
5. Security, Use and Access of Prescription Medications
If a client has medications that must be administered throughout the evening/night or
will be damaged by extreme heat or cold, they may retrieve them from a designated
staff person. If a medication needs to be refrigerated, the medication will be packaged
and labeled with person’s name, bed number, and name of medication and placed
inside a designated locked refrigerator.
A client who qualifies and requests their medications to be stored in a locked area must
sign an Agreement Form and will have access to the medications as soon as possible by
their request to the staff on duty. The client will be responsible for requesting and taking
their own medications within limits of how they are prescribed. Only the person whose
name is on the medications will be 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.
7. Client Access to Emergency and Medical Care
Clients may have access to medical care at any time. Client should communicate to a
staff member on duty their need for medical care, if possible.
If a client requires first aid items, they may access them from a shelter staff member at
a service desk. The staff member may assist the client in first aid care with client’s
permission, provided the staff member has received training in basic first aid, and
utilizes universal precautions.
a. Medical Emergencies and Requests for Immediate Medical Attention and/or Care
In case of emergency or where client needs or requests immediate medical care (other
than basic first aid), the staff on duty will call 911 and follow instructions given by 91 1
dispatch. The staff person on the scene will contact other staff as soon as possible. If
client is injured or incapacitated, staff will not move the client unless directed
otherwise by 911 dispatch or first responders. Where appropriate, staff will ch eck
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 the
immediate scene, while another staff member will wait for emergency medical
personnel (EMT’s), give medical personnel information about client, and direct them
to client.
Client shall always be given the option of ambulance transport. However, where
responding EMT’s determine that the injury or illness does not actually require
emergency ambulance transport, and that determination is documented in writing,
client may, but shall not be required to, decline to be transported via ambulance, and
may utilize another method of transport. Where emergency transport is declined,
client must sign an emergency medical transport waiver in order to be eligible for
alternate transport. Staff will then make arrangements for client to be transported to
a hospital or other medical facility pursuant to the provisions of paragraph N.8.
Medical Transport of the Transportation Policies, below.
Following a client emergency or other medical incident (other than first aid), the
Program Manager will be called as soon as possible. After the client incident has been
controlled, the lead staff member will complete an Incident Report form which will be
sent to the Program Manager and higher-level staff as needed.
b. Routine Medical Appointments and Other Requests for Non-Urgent Medical Care
Where a client informs staff that he or she has or needs to make a routin e
appointment to see a physician or other medical professional, staff may make
arrangements for the client to be transported to that appointment pursuant to the
provisions of paragraph N.8. Medical Transport of the Transportation Policies, below.
Staff retains the discretion to call 911 at any time staff has reason to believe than an
emergency medical response is necessary, notwithstanding any statement to the
contrary by a client. When in doubt, staff should call 911.
8. First Aid Equipment, Supplies and Procedures
The Shelter Provider and/or approved medical partner will have first aid supplies
available at all times. The first aid kit will be inspected monthly, updated as items expire,
and re-stocked after each use. Staff members will be trained annually in universal
precautions, first aid care, and Mental Health First Aid. Any incident occurring at the
Costa Mesa Bridge Shelter requiring first aid will be documented in the daily report and
an Incident Report will be prepared and sent to the Program Ma nager and City
Neighborhood Improvement Manager.
9. Policies & Procedures for Disease Prevention
The Shelter Operator will have protocols for the 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. Universal
precautions will be maintained 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 will follow a set protocol which includes:
1. Immediately contacting Supervisor about the situation
2. Dealing with any injuries
3. Securing the accident scene by obtaining names, addresses, and phone numbers of
witnesses (if possible), taking photos (if possible), and noting any unusual
circumstances
4. Recording all necessary information to complete a formal report
5. Reporting all accidents or 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 client will be sent to a local medical facility or
emergency room for diagnosis and treatment. If a client leaves due to disease, th e
bedding and client’s clothes will be washed, bed cleaned, and bedding replaced. Clothes
and belongings will be stored in designated area and held for the maximum amount of
time permitted. The Costa Mesa Bridge Shelter will operate to conform to best public
health practices.
Universal precautions will be used for all handling of client possessions. Staff will follow
hand-washing techniques recommended by OC Public Health Department.
All staff will be tested for TB as required by OSHA standards and writte n in the Shelter
Operator’s Policy and Procedures handbook. If a client shows symptoms of tuberculosis,
the client will be sent for medical evaluation and diagnosis and asked to receive a TB
test. All clients may be offered TB testing through partner medical services as a
community health benefit.
In order to mitigate the spread of COVID-19 Mercy House has adopted policies and
procedures in compliance with guidance form CDC and OCHCA including, limiting
capacity in the shelter to ensure social distancing, daily temperature and symptom
checks, masking, and regular COVID-19 testing. We have partnered with local care
providers to offer vaccination to all shelter guests and staff, and to each new client at
point of intake.
M. Food Policies
The Shelter Operator is expected to have a minimum of one (1) fully trained staff person per shift
with the required Food Handlers Certification to assist with the operations of the Commercial
Kitchen.
The City staff and Trellis will work together related to volunteer opportunities within the Commercial
Kitchen to support meal preparation operations. While the City Staff is lead on all operations of the
Commercial Kitchen, Mercy House needs to be familiar with the operations of the kitchen equipment
for meal preparation/serving in the absence of City Staff or scheduled volunteers.
1. Provision of Nutritional Needs of Clients
The Costa Mesa Bridge Shelter has a full service Commercial Kitchen onsite which will
be supported by City of Costa Mesa’s staff and Mercy House as Shelter Operator. Clients
will be provided breakfast, lunch and dinner every day. Meals will be prepared through
the on-site kitchen facility or an approved off-site facility. They will ensure that meals
will be nutritious and balanced. The City of Costa Mesa Kitchen Lead is responsible for
providing and calendaring all meals and snacks either through a food volunteer network
or through a registered food vendor.
The Shelter Operation will include in its in-kind donation strategies, opportunities for
food donations and partnerships with local food banks. The City Staff will also work with
community and church partners and existing community meal service programs to offer
opportunities to feed the homeless individuals.
Tables will be set up for meals in the central dining area of the Shelter at the scheduled
meal times. Food will be served at designated times of operation for registered shelter
clients. All such meals must meet OC Public Health Departments standards.
City Kitchen Lead staff will ensure all OC Health Department standards. Inspections will
be completed by the Health Department and any changes will be made if indicated. The
certificates for Health Department inspection results will be posted in the kitchen area
of the facility. All cooking staff and volunteers will be required to have completed the
ServSafe Food Handler Program and sign all appropriate waivers as a volunteer.
2. Provisions for the Sanitary Storage and Preparation of Food
The Costa Mesa Bridge Shelter will have adequate space for storage of dry foods,
refrigerated foods, frozen foods, and supplies. Separate refrigerator/freezer space
should be available for client medications. The Shelter Operator will provide extra
refrigeration and freezer appliances as needed to supplement safe storag e of food, if
space is available. Current certificates of food handling safety will be posted in the
kitchen area and in the employee file for each cook. Cooks and volunteers assisting
them will follow the procedures of the OC Health Department as taught in the ServSafe
Food Handler Program. All volunteers will be supervised by both City and/or Mercy
House employees.
All storage areas will be cleaned on a planned schedule and outdated food will be
disposed of. There will be a rotation schedule for storage and use of food in freezer,
refrigerator, 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 the Costa Mesa Bridge Shelter will be designed to support
client needs and minimize potential impact on the adjacent residential neighborhood and
businesses. The following transportation measures will be implemented:
1. Transportation Flow On and Off the Property
The Costa Mesa Bridge Shelter Provider will create 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 should include provisions for personal
automotive transportation, ride share and shuttle services.
2. Pedestrian Traffic
The shelter will operate by bed reservation only and no walk-ins will be accepted. The
clients will be expected to utilize the transportation options that will be provided to
them by the Shelter Operator.
A no walk-up policy will be posted and disseminated throughout the community.
Any individual that does walk-up will receive information on how to make a bed
reservation, set-up appointments with the Costa Mesa Bridge Shelter and be provided
transportation to a self-directed location out of the surrounding area to return only
when the established reservation protocol has been followed.
3. Bicycle Traffic and Parking
A bicycle rack will be provided in a secured outdoor area. Bike locks will be encouraged
but are the responsibility of the client to obtain. Ride Share and shuttle transportation
vehicles will be designed to transport bicycles, where feasible, to mitigate foot traffic to
the facility.
4. Transportation Services
Access to the shelter will be provided through a hybrid model utilizing ride share for one
on one appointments or shuttle for group outings. Example, grocery store, Share Our
Selves or other personal needs.
5. Personal Vehicle Transportation and Parking
The Shelter parking lot will be available to Shelter staff. Volunteers, ve ndors, and
community visitors may also park their vehicles in Costa Mesa Bridge Shelter lot while
at the facility.
Vehicles eligible to park in the Costa Mesa Bridge Shelter lot will be listed on the Vehicle
Parking Form by license plate and client name. Vehicles in lot overnight must be
registered on this log each night. Security staff will include the parking lot during
security rotations.
Shelter Operator may contact the police department to tow any vehicle found parked
in undesignated areas outside the shelter in the surrounding neighborhoods, as part of
the Good Neighbor Policy.
6. Staff Transportation of Clients
Neither Costa Mesa Bridge Shelter nor City Staff will be permitted to transport clients
under any circumstances in their personal vehicles. Only designated staff in shelter
owned/operated or contracted vehicles may transport clients.
7. Delivery of Shelter Goods and Community Donations
Deliveries for shelter goods and community donations will be dropped off in a
designated area. The planned location for these designated drop-offs will take into
consideration pedestrian, bike and other vehicle traffic routes to minimize safety risks
and impact to the shelter site and surrounding area.
It is anticipated that delivery of goods from contracted vendors will occur approximately
three times weekly. The delivery of community donations by private donors will occur
approximately three times daily during designated donation drop-off times.
8. Medical Transport
In case of medical emergency, clients will be transported to the hospital via ambulance,
pursuant to the requirements of paragraph L. Health Policies, 7. Client Access to
Emergency and Other Medical Care) Medical Emergencies and Requests for Immediate
Medical Attention and/or Care, above. Where ambulance transport is properly declined
by the client under paragraph L.7. a) (including the necessary written concurrence of
responding EMT’s and execution of a transport waiver) or where the request is for
Routine Medical Appointments and Other Requests for Non-Urgent Medical Care under
paragraph L.7.b) , above, staff will make arrangements for the client to be taken to the
medical facility or appointment via private transport, such as a taxi, Uber or Lyft.
O. Financial Policies
1. Financial Requests from Clients
Financial requests from clients must be requested and received through their Mercy
House Navigator to receive the requested item (bus pass, clothing/food voucher, etc.)
to assist the client achieve their housing goals. All bus passes and/or vouchers are kept
in a locked safe in a locked office or closet at all times when not in use.
2. Client Possessions and Funds
No funds of clients will be handled by the City or Shelter staff. Clients with funds, that
they keep while at the Shelter, will be responsible for their security and safety. It will
be encouraged by staff for clients not to have funds on site, and to store wallet,
electronic devices, and any cash in appropriate locked storage. The Shelter Operator
will have a policy of not being responsible for lost or stolen items that is included in a
Policy and Procedures Manual, listed in the signed Rules agreement, and read nightly
when rules will be reviewed before intake.
Clients will not be permitted to give cash to City or Shelter Operator staff at any time,
for any reason.
3. Annual Outside Audit
An independent financial audit of the Shelter Operator may be completed on an annual
basis. The most current audit will be kept on file at the Shelter Operator’s administration
office(s) and may be viewed as necessary.
The Costa Mesa Bridge Shelter may also be subject to an annual program audit or
monitoring. It will be the responsibility of the Shelter Operator to correct any
deficiencies reported by the audit within the time limits prescribed by the auditing firm.
4. Financial Reports Review
Financial reports will be produced each month by the accounting department of the
Shelter Operator. These reports will be reviewed by an appropriate office of the City .
The Administration Office of the Shelter Operator will review financial statements and
budgets with each Program Manager on a regular basis. Adjustment will be made to
ensure the program is staying within its appropriated budget.
5. Fiscal and Programmatic Reporting
a. Submission of monthly reports to show outcomes into housing, exits, employment.
b. Standards of Care funding sources to be in compliance with the review of various funding
used to support program operations; Newport Beach contract, CDBG, HHAP, SB2.
P. Legal Policies
1. Policy for Compliance with Local Laws
The Shelter Operator and City of Costa Mesa will follow all OC Health Department and
City Fire Code requirements, and has staff trained for food handling, CPR, fire drills and
other disaster evacuation procedures. The Shelter Operator and staff will work
cooperatively with local law enforcement to communicate any breaking of laws by
clientele while on its premises. Additionally, Shelter staff and management will
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 will comply with all required labor laws. OSHA training and reviews
will be done during staff meetings on a quarterly basis. OSHA flyers will be posted in
administrative offices.
The Shelter Operator’s wages will be at or above minimum wage. Employee breaks,
meals, and overtime will be monitored legally and compensated as needed. The Shelter
Operator will be contracted with a company to examine any work injuries. The proper
incident reports, Workman’s Compensation forms, and requirements will be
completed.
Q. Non-Discrimination Policies
The Shelter Operator: will adhere to a policy of non-discrimination, which will be stated in
the Shelter Operator’s Policies and Procedures Manual.
The Shelter Operator and City of Costa Mesa will 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 and City of Costa Mesa will comply with appropriate standards of
The Americans with Disabilities Act (ADA). Staff will be trained about and will be
cognizant of any physical disability upon entrance of the client and will assist as needed
to conquer any barriers from the structure of the building. Staff will receive training to
work appropriately with persons with disabilities. All persons will be treated with
dignity, value, and worth.
2. Gender-Specific Programming Policy
Persons accessing the Costa Mesa Bridge Shelter services will be identified by the
gender identification for which they choose. Staff will provide beds to persons of gender
identity and expression with due regard to privacy and client rights.
Bathrooms and showers will be constructed with equal privacy for all clients, regardless
of sexual orientation, expression, or identity. All programs and services will be available
with the dignity of all clients as highest priority.
3. Sexual Harassment Policy
All clients, volunteers, and employees should be able to coexist at the Costa Mesa
Bridge Shelter in a trauma informed care environment, free from sexual harassment
and inappropriate sexual behavior.
The Shelter will have a zero-tolerance policy for sexual harassment and inappropriate
behavior of a sexual nature. No sexual harassment will be tolerated by anyone on the
facility grounds - including by staff, volunteers, or clients. Clients, staff, and volunteers
will be 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
Costa Mesa Bridge Shelter facility.
Anyone who believes he or she has been the subject of any such behavior will be urged
to report it to the staff or supervisor immediately. A report will be completed and taken
to appropriate staff or supervisor for resolution. Reported incidents will be investigated
on a confidential basis. Provisions will be instituted to guard the safety and emotional
health of persons who have been victims of a reported incident. After proper review, a
person found to have engaged in sexual harassment or inappropriate behavior of a
sexual nature will be subject to disciplinary action including possible immediate exit
from program or termination from employment.
4. Policy Regarding Sex Offenders
The Shelter Operator and City of Costa Mesa will have strict requirements for the safety
of children and vulnerable adults. Staff and volunteers will be trained in sex abuse
definitions, sex offender policies, child abuse, and vulnerable adult abuse. All
employees must review this training yearly and be certified to have passed its
standards.
The Shelter Operator and City of Costa Mesa will f ollow federal law requirements in
reporting sex offenders. All clients will be screened for sex offenses through the
National Megan’s Law database. Screening will be conducted at the time of reservation;
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 City and Shelter Operator staff will keep strict confidentiality practices
as written in Confidentiality Policy. These practices include:
a. Fact of Participation: The fact that an individual is or has been a participant in the
Costa Mesa Bridge Shelter should not be disclosed except as may be specifically
defined.
Inquiries by visit, telephone or letter regarding a participant in the program should
be 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.
b. Disclosure to Other Agencies: Disclosure of client information to other social
service agencies, whether on a referral to or from the agency, generally may be
permitted only with the person’s written consent. Information is to be 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 should not be made to employers,
credit agencies, unions or other similar organizations, except at the request, and
with the consent of the participant.
c. Information to the Client: In some situations, it may be required by law to disclose
to the participant information contained in his/her 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, not counselor notes and
observations. Information provided by other agencies should not be shared.
d. Law Enforcement Agencies: All requests for information regarding clients
originating from law enforcement agents, should be referred to the Shelter
Operator’s acting Legal Department. Before any action is taken, on any legal
request, a staff member or program manager should 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 will cooperate 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.
e. Written Consent: If there is any doubt as to whether client information should be
disclosed, the consent of the client should be first obtained, except as otherwise
required by law. The consent will be in writing on a Release of Information form
and should 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.
f. Abuse Reporting: The Shelter Operator and Shelter staff will comply with all state
and municipal laws requiring reporting to governmental agencies of instances of
child abuse, domestic violence and elder abuse. Staff will report any suspicion or
evidence of child abuse or vulnerable adult abuse according to the law’s
requirements. All staff persons at the shelter will be mandatory reporters. An
incident report will also be completed and submitted to the Program Manager and
any higher-level staff as needed. All staff will be trained at time of hire to spot signs
of abuse and to properly document and report it. Training will be repeated
annually.
g. 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 confidentia lity can be
revoked, as in the case of suicidal or homicidal admittance.
2. Database Confidentiality Policies
Only trained Intake staff, Case Managers, and management staff will be authorized to
access the HMIS Database. Each staff person will 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
should have access to staff-only computers.
3. Exceptions to the Confidentiality Policy
All clients will be 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.
S. Grievance Policies
Mercy House believes in transparency, and in the spirit of fair and honest communication, the following policies
and procedures have been written to ensure that clients can be heard and have a voice in the shelter
community.
To ensure that clients know they have a voice, these policies, procedures, and documents will be kept in a
common area reachable by clients at any time, and that every shelter has within its spaces signage or posters
that remind clients that their voices are important, and that if they have a complaint or grievance, they can be
heard in a timely and respectful manner. These flyers will also note the location of these documents, which will
be kept in an organized binder at the front service desk of every site. Furthermore, the Regional Director will be
responsible for receiving and responding to formal grievances. If the Regional Director is not available, the
Program Manager may assist in forwarding the grievance to the next level supervisor.
If one of the following procedures or policies requires a working phone number, email or mailing address, Mercy
House will encourage someone without these options to call the manager or director of the program for
updates. If a client would like to file a grievance or appeal with the program but is no longer enrolled in the
program, they would be able to receive a grievance form either via email, or by emailing the regional manager
or director. A third party or appointed advocate may assist the client in requesting this form.
To address issues or problems as quickly and as efficiently as possible, it may not always be necessary to file a
formal grievance. For less pressing matters or for issues that can be addressed swiftly clients will be encouraged
to file an informal complaint instead of a formal grievance. This is because the formal grievance would likely
take longer to address and will require additional levels of investigation before an official resolution can be
reached.
Copies of informal complaints and formal grievances will be kept in each client’s casefile, and a copy may be
requested at any time by the client that made the complaint. Complaints and Grievances will be kept
confidential as any other document in the client’s casefile, and not shared with any other client in the program
or any other person outside Mercy House unless subpoenaed by a court of law.
Informal Complaints:
An informal complaint is done through discussion and should always be attempted before moving into the
formal complaint process.
Step 1:
An informal complaint can be filed by submitting a Request for Consideration Form to the client’s Housing
Navigator, Site Lead, or Program Manager (who was not mentioned in the complaint). The on-site Suggestion
Box is also available if they wish to make an anonymous suggestion. The Suggestion Box will be checked as often
as possible, and no less than once per week. If the client includes their name in the complaint, a copy may be
saved in their casefile.
Step 2:
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 concern. They will identify a private location and
provide adequate time to discuss and explore the issues raised and work to identify possible solutions.
Step 3:
If the matter has not been resolved satisfactorily through informal discussions, the client may raise a formal
complaint under the formal grievance procedure.
Formal Grievances:
A program participant can file a grievance to dispute any action or inaction within 48 hours. Staff will make
every effort to investigate and make a decision within 10 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 the grievance 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 Regional Director. If necessary, the client may also submit
the Grievance Form to the Program Manager to assist them in forwarding it to the Regional Director.
Step 2:
The Regional Director will confirm their receipt of any grievance within 3 business days. They will then make
every effort to resolve the conflict or concern with the client and parties involved within 5 days. This will include
an opportunity for the client to discuss their concern, during a face-to-face meeting with the Regional Director.
If the Regional Director is unable to resolve the concern, they will submit the Grievance to their Director.
Step 3:
The Director will review grievances submitted and investigate the complaint and may acquire all documentation
and interview involved parties, as necessary.
Step 6:
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 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 days after its filing.
Step 7:
A client may also be a County-level 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.
SECTION III. STAFFING AND MANAGEMENT PLAN
A. Staff Policies
1. Hiring Policy
The Shelter Operator must be an equal opportunity employer. A copy of its applicable
Equal Opportunity and Affirmative Action Policy will be available in the Employee
Handbook and through the Human Resources Department of the Administrative
Offices.
All staff positions and newly hired staff will be approved by the Program Manager and
Directors, and will be thoroughly vetted through a new hire process as outlined below.
2. Screening Procedure
Position openings will be posted on various employment networking websites. Potential
applicants will be screened through a two-step interview process.
The first interview will be scheduled with the Orange County Program Director of Costa
Mesa Bridge Shelter Program, Services, and Outreach as well as the Program Manager
of Costa Mesa Bridge Shelter and Services. If deemed eligible, the applicant will conduct
an interview with the Executive Director and Operations Director of the agency.
3. Acceptance Procedure
A completed application packet and staff letter of recommendation will be sent to the
head of the Human Resources Department who conducts a thorough background check.
Every potential applicant will be screened for active warrants, violent felony
convictions, sexual offenses which require registration, and legal ability to work. Staff
who will be in direct contact with clients will also be 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 will sign a job agreement form and will be provided a job
description informational sheet for their records. They will also attend a general
orientation program led by the Head of the Human Resources Department. This
orientation will cover 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 will b e
expected to adhere to these practices when interacting with clients. Program Managers
complete a lengthier program-specific orientation process.
4. Staffing Policies for Safe Humane Environment
The Costa Mesa Bridge Shelter will be staffed to provide the safest, most dignified
environment for all clients. All staff will be easily identifiable and will be required to
wear Shelter Operator-Approved shirts, as well as name tags while on site. Staffing will
be scheduled to optimize safety of staff, volunteers and clients and to provide optimal
coverage during hours of high volume. Initially, some positions described below maybe
be fully or partially-filled by existing Mercy House staff and/or City staff and may not be
included in the staff chart provided.
All Shelter operations and staff will be supervised by the Program Manager of Costa
Mesa Bridge Shelter and Services. The Manager will be a full-time, salaried position
with an Associate’s Degree and at least 2 years of direct life experience working with
long-term homeless, low income, and diverse populations. The Program Manager will
be responsible for coordinating program services for the Costa Mesa Bridge Shelter.
Primary responsibilities include supervising support staff. This position may require the
transportation of supplies. This position will report directly to the Orange County
Program Director of Costa Mesa Bridge Shelter Program, Services, and Outreach.
A Costa Mesa Bridge Shelter Site Leader will be responsible for overseeing services and
activities in the Costa Mesa Bridge Shelter Program. They will oversee all shelter
activities including logistics and client intake, oversee distribution of services, and assist
in coordination of volunteers and supportive services. They will provide support to staff
during designated shifts and will assign tasks, oversee administrative duties that
support program services. The Site Leader reports directly to the Costa Mesa Bridge
Shelter and Services Program Manager, reporting any staff or shelter issues as needed.
The Costa Mesa Bridge Shelter Logistics Staff at the will be responsible for providing
supportive services and logistical support to the Costa Mesa Bridge Shelter during
designated shifts. This position will require a flexible work schedule including weekend,
morning, evening, and holiday shifts to provide optimal coverage during Shelter hours.
This position will report directly to the Costa Mesa Bridge Shelter and Services Program
Manager. This position will assist with shelter setup and maintenance, general
cleanliness and safety of facility, assisting and receiving orders from vendors, posting
and updating signs and service calendars, and more as needed.
The Costa Mesa Bridge Shelter Volunteer and Coordinator/Costa Mesa Bridge Shelter
Concierge will be responsible for coordinating volunteer services for the Costa Mesa
Bridge Shelter and provides support for the Costa Mesa Bridge Shelter. The volunteer
coordinator will work directly with volunteers, conducts orientation, training and
provides support to volunteers at the shelter. In the Costa Mesa Bridge Shelter, the
Volunteer Coordinator’ Concierge role will be to recruit and encourage participation by
outside service providers, maintain service provider room reservation schedule and
ensure the day-to-day operational functions of the Costa Mesa Bridge Shelter.
The Costa Mesa Bridge Shelter Mercy House Intake Coordinator will be responsible for
the reservations, intake, and data input and reporting for the Costa Mesa Bridge Shelter
Program. The intake coordinator assists clients and manages the HMIS and data
reporting requirements. They will be responsible for managing the client reservation
process, conducting diversion interviews, and ensure that HMIS data is complete.
The Costa Mesa Bridge Shelter Kitchen Lead for the City of Costa Mesa will be
responsible for coordinating and overseeing the preparation of meals for the Costa Mesa
Bridge Shelter. They will be responsible for planning the weekly menu and the cooking
schedule, determining the amount of food and supplies as required for daily menus,
following safety code, and adhering to strict health, safety, and sanitation standards.
The Costa Mesa Bridge Shelter Kitchen Staff/Cook will be responsible for assisting with
the preparation and meals for the Costa Mesa Bridge Shelter and the general upkeep of
the kitchen and dining area. They ensure that food preparation areas, cooking surfaces,
and utensils will be cleaned using the strictest standards, and verify that prepared food
meets requirements for quality and quantity.
The Costa Mesa Bridge Shelter Overnight Logistics position will be a part-time position
that covers overnight shifts at the Costa Mesa Bridge Shelter Program. They resolve
conflicts and file incident reports as necessary, report violations and general events in
the daily log. They also oversee the cleaning crew and conduct property checks. The
Overnight Coordinator provides general support for clients, ensuring their safety during
the night.
Costa Mesa Bridge Shelter Volunteers will assist with daily ongoing operations of the
shelter as needed and will sign up for specific duties through Trellis the program Golden.
Volunteers will be needed 7 days per week to help between the hours of 8:00am and
8:00p. Volunteers will be assisting with set- up, clean-up, preparing and serving meals,
intake, laundry, daytime activities, reservation calls, administrative duties and donations.
Volunteers will be assigned to duties that are appropriate for their age and activity level.
It is important that volunteers be reliable and that 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.
At its initial opening, staffing levels at the Costa Mesa Bridge Shelter is intended to be as
shown in the chart below.
Position
MON TUE WED THU FRI SAT SUN Per
week
Program Manager 8 8 8 8 8 - - 40
Senior Site Leader - 8 8 8 8 8 - 40
Site Leader 2 8 8 8 8 - - 8 40
Site Leader 3 8 8 - - 8 8 8 40
Call Center 1 * 4 4 4 4 - - - 16
Call Center 2 * - - 4 - 4 4 4 16
Driver 8 8 8 8 8 - - 40
Navigation Manager 4 4 4 4 4 - - 20
Housing Navigator 1 8 8 8 8 8 - - 40
Housing Navigator 2 - - 8 8 8 8 8 40
Housing Navigator 3 - - 8 8 8 8 8 40
Data Specialist 5 5 6 6 6 - - 28
Leasing Agent 8 8 8 8 8 - - 40
Safety Coordinator 1 8 8 8 8 8 - - 40
Safety Coordinator 2 - - 8 8 8 8 8 40
Safety Coordinator 3 8 - - - 8 8 24
Safety Coordinator 4 4 4 4 4 4 20
AM Logistics 1 6 6 6 - - - - 18
AM Logistics 2 - - - 6 6 6 6 24
AM Logistics 3 - 4 4 - - 4 4 16
AM Janitorial 8 8 8 8 8 - - 40
PM Janitorial - - 8 8 8 8 8 40
Janitor 3 8 8 - - 4 8 8 36
PM Logistics 1 - - - 6 6 6 6 24
PM Logistics 2 6 6 6 7 - - - 25
PM Logistics 3 7 7 7 - - - 7 28
PM Logistics 4 6 - - - 7 7 6 26
PM Logistics 5 - - 6 6 6 6 - 24
Overnight Logistics
1 8 8 8 8 - - 8 40
Overnight Logistics
2 - 8 8 8 8 8 - 40
Overnight Logistics
3 8 6 - - 8 8 8 38
B. Policies for Staff Training
All Costa Mesa Bridge Shelter staff will be trained when hired in emergency evacuation, first
aid procedures, mandated reporting policies, crisis intervention, and CPR procedures. This
training will be repeated and updated annually and as needed. Staff may receive 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 will
also be trained in Strength Based Approaches and positive communication skills. Each staff
member will be required to attend annual training to update and improve their knowledge.
Documentation of training will be kept in each employee’s file by the Program Manager and
is provided to the Head of Human Resources for filing, when appropriate.
Security staff will be provided 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
Costa Mesa Bridge Shelter staff will be trained in fire, earthquake, and chemical spill
evacuation procedures when hired and annually. Evacuation drills with all staff and
clients will be held and recorded quarterly. Evacuation protocols will be recorded at the
Service Desk for reference.
Evacuation maps will be posted throughout the facility. All staff will be trained in first
aid and CPR procedures annually. 911 reporting will be 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 will have a required training program in prevention of child abuse,
vulnerable adult abuse, child abuse reporting, and sexual harassment titled. Each staff
will complete this training program annually. Certificates of completion will be recorded
in Human Resource files.
Costa Mesa Bridge Shelter staff will complete a course in conflict resolution and crisis
intervention upon hire and annually. Documentation of completion will be recorded in
staff file.
3. Appropriate Behavior for Dignity and Respect
Operations, program, administrative and management staff will be trained in a
Strengths Based Perspective model of client care. They will be 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 will
be expected to put these models to use in every interaction they have with clients and
potential clients. Staff members will be offered training regularly and expected to
participate actively. Notice of completion will be recorded in staff files, and each staff
member should have access to this information in the readily-available staff handbook.
4. Communication
Clients, Staff, Community
Shelter staff will undergo classes in communication skills – such as handling phone calls,
confidentiality policies, crisis management and de-escalation of conflict. The
communication skills will be reinforced through practice and reviewed at regular staff
meetings as warranted. Courses covering topics such as communication skills with
mentally ill persons, receptionist skills, communication with difficult people, and
conflict resolution will be completed. This training should be done at least monthly and
additionally, if deemed necessary.
5. Resources and Referrals
Operations, Program, and Case Manager staff will be oriented to resources, homeless
services, and organizations for collaboration and referral. They will also be highly
trained staff to connect clients to the Coordinated Entry System, as a system designated
entry point. Staff representatives will attend the Homeless Provider Forum, Case
Management Forum, and Implementation Committees for the Ten-Year Plan to End
Homelessness in Orange County. Resource lists will be updated monthly and kept on -
site.
Protocols for offering and accepting referrals from other agencies will be in plac e,
reviewed by staff, updated, and kept in a manual on -site.
6. Mental Health and Addiction Skills
All Program staff will attend mental health training events which include naming of
symptoms, co- occurring diseases, de-escalation techniques, and safety protocols. This
training will be done at time of hire and annually, or as necessary. Client speakers
present workshops on various aspects of mental health diagnoses, symptoms, and care.
Staff will be trained in symptoms of drug abuse, and referrals for treatme nt. Recovery
programs will be encouraged and off-site referrals will be made as appropriate.
Though sobriety will be not a requirement to stay in the shelter or participate in
services, clients will be expected to be able to practice self-care, follow all rules and
regulations, and
behave appropriately and respectfully toward staff, volunteer, and other clients. Drug
use while at the shelter will be prohibited and will result in immediate exit from the
program.
7. Self - Care
Regular staff meetings will be held for all staff. Part of the purpose of these meetings
will be communication and processing of stressors while working in the difficult
environment of a large-scale Costa Mesa Bridge 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 will be trained in effective communication with coworkers and in proper
techniques to address coworker harassment and stressors and will be made aware of
the importance in practicing self-care. Staff will be informed of an open-door policy with
supervisors and the Head of the Human Resources department.
8. Annual Staff Evaluation and Training Plan
All staff will be evaluated by their direct supervisor at 90 days from their hire date and
at semi-annual intervals. The evaluation form will be stored in the employee file held at
the Human Resource office.
9. Documentation of Staff Training
Attendance of and participation in staff training will be recorded in each staff file by the
Program Manager of Emergency and Shelter Services. Training required by all staff
members will also be recorded in the Human Resources file to ensure each member’s
knowledge and information will be up- to-date.
C. Volunteer Policies
1. Selection, Screening, and Background Checks
The Costa Mesa Bridge Shelter Volunteer Coordinator will actively recruit through a
variety of sources, including schools, church groups, and community programs.
Volunteer Coordinators will hold regular Volunteer Recruitment events in order to
increase the number of volunteers that serve at the Costa Mesa Bridge Shelter Program.
Individuals, as well as groups, will be invited to volunteer at the shelter. It is
recommended that children 13 and older will be accompanied by an adult or legal
guardian and both adults and guardians must be registered to volunteer on the day they
appear.
All potential volunteers will be screened for sex offenses and criminal background
checks before being confirmed for volunteer duty and required to sign a liability waiver.
With regard to meal provision, all volunteers interested in providing meals to shelter
clients will have their applications forwarded to City of Costa Mesa Shelter Meal
Volunteer Coordinator. The Meal Volunteer Coordinator will be responsible for holding
orientations with meal volunteers regarding ServSafe food handling procedures, OC
Health Department rules regarding meal provision at the shelter and calendaring all
volunteer meals with the Costa Mesa Bridge Shelter Manager. This meal calendar will
be provided 30 days in advance to allow the Costa Mesa Bridge Shelter adequate time
to work with Costa Mesa Bridge Shelter Meal Vendor and ensure that projected
volunteer meals are substituted for regular meals in the upcoming mon th.
2. Orientation and Training
The Shelter Operator will include a Volunteer Coordinator position(s) in its staffing plan
to support volunteer coordination efforts at the shelter. The Volunteer Coordinator will
handle scheduling, orientation and training of the volunteers.
Before beginning service, volunteers will be provided an Application and Agreement
that includes information about volunteer duties, appropriate conduct with clients,
staff, and other volunteers. Each volunteer will be required to sign this Agreement
before they will be assigned a duty at the shelter.
Volunteers who do not agree with the requirements or refuse to sign will not be
assigned a duty and will not be able to volunteer at the shelter.
Volunteers will sign up for an open position, time and date using online volunteer
scheduling software. Volunteer Coordinators will call and confirm volunteer’s date and
time and to provide them with the location of the shelter and any necessary important
information.
Volunteers will be trained on-site at tasks by the Volunteer Coordinator on duty. Any
tasks that require a trained staff member will be supervised by that staff member to
ensure accuracy and cleanliness.
Volunteers will be given opportunities to attend community forums and events to
receive more training about community resources and network with other community
agencies.
Volunteers will be expected to adhere to a strict code of ethics and standards. Those
found in violation of this code will be removed from the facility and may be limited in
future volunteer opportunities.
The volunteer code of ethics includes the following:
a. Each volunteer Must Maintain a Firm Commitment to Professional Conduc t
Volunteers of the Costa Mesa Bridge Shelter will be 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 Costa Mesa Bridge Shelter staff or clients.
b. Limiting Relationships with Clients
Volunteers will be prohibited from developing dual relationships with any clients
they meet through their volunteer involvement at the Costa Mesa Bridge Shelter
Program. Examples of dual relationships include (but will be not limited to) a
volunteer entering into a business, romantic, or sexual relationship with a client.
Soliciting clients for their business will be strictly prohibited.
Volunteers will be 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 will not consume any food items or drinks supplied by the Costa Mesa
Bridge Shelter while volunteering. Food and drinks will be 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.
d. 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.
e. Volunteer Boundaries
Volunteers will be not permitted to loan or give money to clients, should not meet
with clients outside of the Costa Mesa Bridge Shelter without permission from
program staff, and will be not allowed to drive clients in their vehicles.
f. Commitment
The Costa Mesa Bridge Shelter will be 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.
g. Identifiable Lines of Authority
Volunteers will be informed of identifiable lines of authority in their Application
Packet. Volunteers will defer to the Volunteer Coordinator on duty to give
resources, referrals, and handle situations beyond their responsibility and volunteer
agreement.
Volunteers will also have access to the Program Manager or lead staff member on site,
for questions and grievances.
All volunteers will be provided with a name tag identifying them as such.
3. Descriptions of Volunteer Tasks
Volunteers will be needed 7 days per week to help both in the evening up to 8
volunteers (5-8pm), morning hours up to 4 volunteer (5-10am) and mid-day hours up
to 10 volunteers (11-4).
The Costa Mesa Bridge Shelter Volunteer Coordinator and The City of Costa Mesa
Network for Homeless Solutions Coordinator will ensure all volunteers will be provided
with a task and description of any duties they might perform. Tasks and duties include,
but will be not limited to:
1. Assisting the Intake Specialist in registering and signing in clients at time of entry
2. Setting up and breaking down tables for dinners and breakfasts
3. Distributing donations and hygiene items
4. Organizing and setting up donations of clothing
5. Helping direct lines to donations and food
6. Serving meals, setting up snacks and drinks for clients
7. Organizing play hour and activities for children and families
D. Fund Development Strategies
Funding to support the annual operational shelter s hould consider a diverse stream of
funding from federal and local public resources, private donations and foundation support,
in-kind donations.
Potential Funding Resource Type of
Resource Entity Type of Support
Emergency Solutions Grant Public County, Cities General Operating
Community Development Block Grant Public County, Cities General Operating
Emergency Food and Shelter Program Public Local EFSP
Board
Food and
Operations
SB2 Public County Operations
Dept. of Housing and Urban Development
- Continuum of Care
Public
Federal
Coordinated Entry
Activities
Mental Health Service Act (MHSA) Public County
Mental Health
Service Support
Health Resources and Services
Administration (HRSA)
Public
Federal
Medical Facility
Services
Children and Families Commission Public Local
Family Shelter and
Services
Homeless Veterans Reintegration
Program (HVRP) Grants
Public
Federal
Veterans Services
Corporate Foundations Private Local
General, Service
Specific
CESH Funds Public Local
General, Service
Specific
Private Foundations Private Local
General, Service
Specific
Private Individuals Private/In-
Kind Local
General, Service
Specific
Private Corporations Private/In-
Kind Local
General, Service
Specific
SECTION V. ATTACHMENTS
A. Job Descriptions
B. Shelter Client Rules
C. Volunteer Policies
ATTACHMENT A:
JOB DESCRIPTIONS
Program Management and Development Job Description
Goal: Oversee the development and implementation of all program services for our Costa Mesa
Bridge Shelter 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 our outreach services including the City of Costa Mesa
Network for Homeless Solutions
● Assist with Front Door Calls when necessary
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
Program Manager - Costa Mesa Bridge Shelter Job Description
Introduction:
This Program Manager is responsible for coordinating program services for the Costa Mesa
Bridge Shelter And Multi-Purpose 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 O.C. Program Director of Costa Mesa Bridge Shelter
Program, Services, and Outreach Programs. 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.
Costa Mesa Bridge Shelter Program
Goal: Ensure that the Shelter and Multi-Purpose Center 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
Site Leader - Costa Mesa Bridge Shelter Job Description
Introduction:
The Emergency Services Site Leader is responsible for overseeing services and activities at the
Costa Mesa Bridge Shelter Program. 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 the Costa Mesa Bridge Shelter 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
Intake Coordinator - Costa Mesa Bridge Shelter Job Description
Introduction:
The Costa Mesa Bridge Shelter Intake Coordinator is responsible for the reservations, intake,
and data input and reporting for the Costa Mesa Bridge Shelter Program. The objective of this
position is to help clients access our Costa Mesa Bridge Shelter and to manage our HMIS data
and reporting requirements. This position requires a flexible work schedule including some
weekend, morning and evening shifts. Detail-oriented and computer proficient in Microsoft
Word and Excel required. Dependability, responsibility, and the ability to communicate
effectively and respectfully are mandatory skills. Fluency in Spanish is a significant value. This
position reports to the Costa Mesa Bridge Shelter and Services Program Manager.
Qualifications:
Strong computer and data processing skills. Ability to work effectively with a diverse
population; plan, organize and prioritize duties; 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 Possess a high level of tolerance and understanding for individuals who present for
services with urgent multiple case management and health ne eds. Associate’s Degree
preferred but not required.
Costa Mesa Bridge Shelter Services
● Manage client reservation process
● Conduct diversion interviews
● Manage intake process
● Maintain intake area and ensure daily forms and supplies are stocked and ready prio r to
shelter opening
● Supervise on-site reservation and intake volunteers
● Collect client sign-in sheets and intake packets, counting and verifying signatures and
enter client information on Daily Summary Sheet
Program Data Entry and Reporting
● Ensure HMIS intake forms are completed by clients and data is entered into the HMIS.
● HMIS data quality management.
● Responsible for entering all Bed Nights and Services into database on a daily basis.
● Scan and file intake packets and other pertinent documents daily.
● Generate monthly, quarterly, and annual reports.
Miscellaneous
● Participate in networking functions
● Attend staff meetings
● Attend training workshops as needed
● Enhance job performance by applying up-to-date professional and technical knowledge
gained by attending seminars and conferences and reviewing professional publications
● Perform ad hoc projects as appointed by Supervisor
Housing Navigator – Costa Mesa Bridge Shelter Job Description
Introduction:
The case manager 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 Case
Manager 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.
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.
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
Emergency Shelter Safety Coordinator
Job Description
Introduction: The Safety Coordinator is responsible for providing supportive services and logistical
support to the Emergency Shelter Program during designated shifts. This position requires a flexible work
schedule including some weekend, morning and evening and holiday shifts. This position reports directly
to the Emergency Shelter Program Manager. Dependability, responsibility, and the ability to communicate
effectively and respectfully are mandatory skills. Fluency in Spanish is a significant value. The ability to
demonstrate personal integrity is a must.
Qualifications: This person must possess a high level of patience, tolerance and understanding for
individuals who present for services with urgent multiple case management and health needs. Ability to
perform crisis intervention as needed; Ability to complete job duties that are guest focused, trauma
informed, and housing focused. The ability to direct and professionally control crowds while preserving
their right to personal dignity; Ability to work in synch with licensed 3rd-party security officer team
Shelter Support
Goal: Ensure a safe and client focused environment for guest to quickly end their homelessness.
• Assist in the implementation of shelter activities to ensure quality, guest focused, and trauma
informed delivery of services.
• Encourage and discuss progress toward housing with shelter guests
• Assist with shelter setup and maintenance
• Assist with general cleanliness and safety of facility including emptying trash cans and clean-
up
• Assist with receiving and verifying orders from vendors, completing tally sheets
• Assist in the organization of supplies and facilities needs
• Maintain a safe and functional shelter facility by providing traffic control and gate service
• Perform basic searches of persons or their property
• Demonstrate responsibility during perimeter checks and firewatch duties
• Provide client engagement support to drivers during shuttle service ride-alongs
Administration
Goal: Oversee administrative duties that support program services.
• Assist with keeping detailed daily summary sheets
• Assist with record keeping and reporting
• Assist with keeping perimeter check logs and firewatch duties
Miscellaneous
• Assist with guest services and program activities if necessary
• complete ad hoc projects as appointed by Supervisor
Logistics - Costa Mesa Bridge Shelter Kitchen Staff/Cook Job Description
Introduction:
This position is responsible for assisting with the preparation of meals for the Costa Mesa Bridge
Shelter and the general upkeep of the kitchen and dining area. This position reports directly to
the Food Coordinator. Dependability, responsibility, and the ability to communicate effectively
and respectfully are mandatory skills. Fluency in Spanish is a significant value.
Qualifications High school graduate or equivalent education is preferred. Preference is given to
persons with education in quantity cooking; Minimum one (1) year food service experience is
desired. Have general knowledge of quantity food preparation and portioned serving. Must have
verbal and writing abilities necessary to communicate and work effectively with various levels of
staff and residents. Must have a willingness to perform routine and repetitive tasks with frequent
interruptions and have an awareness of the requirement for careful handling and the economy
of serving. Ability to read, understand, and follow recipe directions.
Food Services
● Maintain sanitation, health, and safety standards in work areas.
● Clean food preparation areas, cooking surfaces, and utensils.
● Assist with general cleanliness and safety of kitchen and dining area
● Follow defined safety codes while performing all duties.
● Read recipes or receive verbal instructions as to food required by food coordinator and
prepare and cook food according to instructions.
● Verify that prepared food meets requirements for quality and quantity.
● Assist with receiving and verifying orders from vendors, completing tally sheets
● Measure ingredients required for specific food items being prepared.
● Wash, cut, and prepare foods designated for cooking.
● Clean, stock, and restock workstations.
● Prepare, season, cook and serve for assigned meal; ensure appropriate portion servings
according to portion control standards.
● Taste and smell prepared food to determine quality and palatability.
● Monitor temperature of hot and cold foods through food preparation and service to ensure
that established temperature goals are met prior to steam table transfer and maintained
throughout
● Be knowledgeable of Federal, State, and facility’s rules, regulations, policies and
procedures.
Miscellaneous
● Attend Staff Meetings and educational programs.
● Complete ad hoc projects as appointed by Supervisor
Volunteer Coordinator - Costa Mesa Bridge Shelter Job Description
Introduction: The Volunteer Coordinator works in conjunction with the Volunteer and Costa
Mesa Bridge Shelter Coordinator and is responsible for coordinating volunteer services for the
Costa Mesa Bridge Shelter Program. This position also provides support for the Multi Service
Center. This position requires a flexible work schedule including some weekend, morning and
evening shifts.
Dependability, responsibility, and the ability to communicate effectively and respectfully are
mandatory skills for this position. Fluency in Spanish is a significant value.
Qualifications: Strong computer and data processing skills. Ability to work effectively with a
diverse population; plan, organize and prioritize duties; 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.
Volunteer Coordination
Goal: Maintain volunteer retention and satisfaction for the Costa Mesa Bridge Shelter by
ensuring that the volunteer services program is running in an organized manner to promote
efficiency and order.
● Set up facility for volunteer activities
● Greet volunteers
● Ensure that volunteers are easily recognizable while volunteering
● Work with staff to assign volunteers to tasks that are vital to t he success of the Shelter
Program.
● Train volunteers to perform required tasks
● Ensure that all volunteers are effectively performing assigned tasks, staying on task and
behaving appropriately
● Check in with volunteers on a regular basis to ensure volunteer satisfaction and resolve any
conflicts that may arise
● Assist with obtaining volunteer feedback
● Assist with volunteer recognition efforts
● Assist with program activities, as needed
Administration
● Ensure that all volunteers have filled out necessary paperwork before they begin their
volunteer service
● Ensure that all volunteers sign-in and out for each shift
● Responsible for making sure all volunteer hours an
● d logged and entered into the data system.
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.
Logistics – Costa Mesa Bridge Shelter Job Description
Introduction: The Logistics staff is responsible for providing supportive services and logistical
support to the Costa Mesa Bridge Shelter during designated shifts. This position requires a
flexible work schedule including some weekend, morning and evening and holiday shifts.
This position reports directly to the Costa Mesa Bridge Shelter Program Manager. Dependability,
responsibility, and the ability to communicate effectively and respectfully are mandatory skills.
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.
Shelter Support
● Assist in the implementation of all shelter activities to ensure quality delivery of services.
● Assist with shelter setup and maintenance
● Assist with general cleanliness and safety of facility including emptying t rash cans and
cleaning- up spills.
● Assist with receiving and verifying orders from vendors, 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
Administration
Goal: Oversee administrative duties that support program services.
● Assist with keeping detailed daily summary sheets
● Assist with record keeping and reporting
Miscellaneous
● Assist with client services and program activities if necessary
● Complete ad hoc projects as appointed by Supervisor
Overnight Logistics - Costa Mesa Bridge Shelter Job Description
Introduction: The Overnight Coordinator covers overnight shifts at the Costa Mesa Bridge Shelter
Program. Dependability, responsibility, and the ability to communicate effectively and
respectfully are mandatory skills. The position's primary responsibilities include security and
program support. This position would include overnight shifts including weekends and holidays.
The Overnight Coordinator reports directly to the Costa Mesa Bridge Shelter and Services
Program Manager.
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.
Security
Goal: Maintain safety and serenity of residents protecting against external and internal
disruptions.
● Provide staff presence during assigned shifts
● Resolve any conflicts and file incident reports when necessary
● Report violations and general events in daily log
● Provide necessary emergency support / follow emergency procedures
● Oversee cleaning crew
● Conduct property checks
● Communicate potential concerns with Security Staff to ensure staff and client safety.
Program
Goal: Assist Program Manager with program functions and activities.
● Provide general support for clients
● Observe and report concerns
● Provide support for on-site volunteers
● Supervise evening and morning activities
● Organize morning coffee and food
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ATTACHMENT B
COSTA MESA COSTA MESA BRIDGE
SHELTER EXPECTATIONS
74
Guest Expectations
Welcome to our shelter program. We hope your stay with us allows you to begin your path
to ending your homelessness. To ensure that all guests are able to comfortably work toward
that goal, the following expectations need to be followed while on the shelter property, on
any program shuttle, as well as the immediate vicinity of the shelter or drop-off location.
All guests are asked to read and initial each of the following sections as an acknowledgement
that they understand what is expected of them while enrolled in the program:
1. Demonstrate responsibility for yourself, your actions, and your housing plan. _____
2. 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, and that your
continued enrollment is contingent on the work you complete with your Housing Navigator.
The goal is to get you connected to housing resources as quickly as possible. You will be
expected to meet regularly with your Housing Navigator at scheduled times to discuss your
housing plans. Part of your Housing Plan will be for you to identify tasks that you need to
complete in order to achieve your goal of securing housing. Your progress toward this goal
will be reviewed at 30-day increments, with formal extension requests required after 6
months. _____
3. Follow all health and safety policies. These policies include, but are not limited to:
When a new guest enters the program they are required to shower and submit
any clothing/bedding items to be laundered or heat treated. _____
Guests are expected to maintain their hygiene (including changing into clean
clothes when possible), laundry once a week and showering at least twice a week.
_____
Due to COVID-19, all guests are expected to wear masks if observed having any
symptoms of illness, and must agree to temperature checks if asked. Social
distancing protocols may also be enforced that all guests must follow. _____
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.
_____
Guests are expected to maintain the safety of the sleeping area by straightening
their beds when not in use. Personal items at the bed must be able to fit in the
supplied indoor storage. In addition, each guest will be permitted to keep 1-2 pairs
of shoes under the bed. 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
75
explicit permission from the management team. 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. _____
All prescription medication must be recorded with Staff at Intake and stored in
your indoor bin in its original labeled container. Pills or medication NOT matching
the original labeled container may be confiscated. No marijuana will be allowed
beyond the security check point 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. _____
Every guest is supplied 2 indoor under-the-bed bins (or equivalent) and 1 outdoor
bin. Outdoor bins are accessible only during the designated and posted times.
Trash and recycling may not be brought onto the property. Guests may only use
the bins that were assigned to them by staff. All bins must be able to properly close
and latch, and they should be placed on top of the beds when the bed is not in use
so staff can sweep and mop underneath. _____
4. The Costa Mesa Bridge Shelter cannot be used as a mailing address for client mai l. Any mail
that is delivered to the site for guests will be sent back to the post office as “Return to Sender”.
It is the responsibility of the guest to set up a mailing address at a different address, if needed.
_____
5. For your comfort and safety, all guests are expected to abstain from behavior that is
disruptive and unacceptable to others. Examples include verbal harassment, physical
harassment, excessive profanity, possessing weapons (or items that may be perceived as
weapons) or contraband, drug dealing, drug/alcohol use, theft, etc. Additional examples of
items considered contraband can be made available upon request. Serious offenses include
but are not limited to: possession of weapons or hard narcotics, use of racial slurs, sexual
harassment including nudity or obscene/sexual behavior, setting fires, threats or violent
behavior, and any other inappropriate physical contact. Serious violations may result in an
immediate exit from the shelter. If you are asked to leave, you must leave without incident in
order to be eligible for a return to the program in the future. If a driver is available, you may
be transported to an approved drop off location if it is deemed by management as safe to do
so. _____
6. If a guest’s behavior is extremely disruptive and staff or security asks you to step outside or
remove yourself from an area so you may calm down, you are expected to comply with this
request. This is for your benefit, and you may be able to rejoin the group when your behavior
is no longer a disruption to the other shelter guests. _____
7. Guests are expected to return each night before the posted curfew unless allowed special
consideration by management (ex: for work or school). 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 daily, and may not sign or hold
beds for others. The program manager may grant excused nights out of the shelter upon
request if deemed necessary and appropriate. _____
76
8. Photo ID’s are required of all registered guests for safety purposes. If you do not have a
California State ID the MH Staff will assist you in acquiring an ID within the first few days
after enrollment. Mercy House may take photos and thumbprints to produce program ID’s
for guests if necessary. By entering this program, you give your consent to this. A photo ID of
some sort is also required to receive a bath towel and is also used when waiting in the dinner
line (a loaner ID may be created for you in the interim if you do not yet have one). _____
9. Out of respect for, and to protect the privacy of our staff and guests, no audio/video-recording
or taking of photos is permitted on premises, except by the expressed permission from
Management _____
10. For your safety, this site may incorporate closed-circuit surveillance cameras as part of its
security system. There are no cameras installed in any restrooms or showers. Any footage
captured is used only for safety and security purposes and may be shared with law
enforcement as part of an active investigation. No footage will be shared with the general
public. _____
11. Smoking and vaping are permitted in the designated outdoor smoking area only. No drugs,
paraphernalia, alcohol, or marijuana (recreational or medicinal) will be permitted in or
around the shelter. Anything containing THC (with or without a prescription) will not be
allowed. _____
12. Attend resident meetings and contribute to the community. _____
13. 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 ordinances and behave in a
courteous manner at all times, including while traveling to and from the property. Complaints
from residents, business owners, or public officials may result in expulsion from Mercy House
Programs. _____
14. In order to remain Good Neighbors, all guests are expected to use the provided shuttles for
transportation on to and off of the property, unless they have a personal vehi cle or utilize a
rideshare/taxi service. We practice a strict no-walk-up/no-bike-up policy. Guests are
expected to remain on the property at all times unless when leaving for the day. Violation of
this expectation may result in an immediate exit. ________
15. Guest vehicles may be parked on shelter property at the owner’s risk and liability, in
designated areas, once the vehicle is registered with the program. A valid license, registration,
and insurance are required in the name of the guest. RVs (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 onto the property must be registered and photographed. All vehicles,
including bicycles, must be operable. Abandoned or inoperable vehicles will be subject to tow
at the owner’s expense. _____
16. Several areas on site are restricted to staff and security only. Guests are not allowed to enter
any areas other than the common areas, dorms and restrooms without appointment or
explicit permission from the management team. If signage is posted designating an area as
“Staff Only”, guests are expected to respect the boundary. _____
77
17. There may be areas specific to men, and areas specific to women. Please respect the privacy
of others. Guests are not allowed to enter any sleeping area other than the one they were
assigned at intake. _____
18. 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 videos with sound in the dorms after
lights out. _____
19. 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. Guests will be informed of
items not allowed at the shelter. If those items are found on site, they may be confiscated and
destroyed. Guests must agree to be searched any time they access their outside bins, bikes,
vehicles, or any area deemed “unsearched”. _____
20. Approved pets, Service Animals and ESAs must be registered and cleared ahead of time with
program management. Clients are limited to no-more-than one animal (with the possible
exception of service animals), and the animal must be present with the client at the time of
intake. 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. _____
21. 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 the premises. Guests are encouraged to keep
valuable items close and guarded and are asked to turn in any found items to the front desk.
We recommend that those who use the supplied charging stations have their electronics
clearly marked or customized for easy identification. _____
22. Cash is never to be given to Staff, Volunteers, or Interns at ANY time. _____
23. It is our desire to never deny shelter or services to our guests, however, in the case that
behavior becomes a health or safety risk, Shelter Management can expel or prevent any
guests from staying at the shelter. Any conflicts between guests should be brought to the
attention of the staff immediately.
24. Any guests who exit will have 7 days (one week) to pick up any items left on-site before they
are discarded. Guests must call and speak to a site leader or program manager to schedule a
pickup. _____
25. We wish to keep open communication between Mercy House and our guests. Each shelter has
a grievance binder at the front desk which contains our Grievance Policies and forms. We ask
that any issues be brought to our attention first through informal processes, so that we can
address them quickly as they occur. For this reason, every site also has a suggestions box for
you to leave comments or complaints. If any part of the program, staff or services is lacking,
please do not hesitate to notify management immediately by speaking to the on-duty site
leader or manager. If appropriate, you may also choose to complete a “Request for
Consideration” form, to describe issues that you would like to see resolved. If after speaking
to staff and completing a “Request for Consideration” form, you feel the matter has not been
resolved, you will find a copy of the formal Grievance Form in this binder.
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26. 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 the staff will clarify any misunderstanding of the expectation
and discuss ways that each guest can avoid further violations. If the violations continue, staff
will meet with the guest to create an action plan in support of the client getting back on-track
with their housing goals and meeting the program expectations. Guests who have five action
plans and continue to violate these expectations will be exited from the shelter. Likewise, if a
guest receives three action plans for the same violation and continues the same behavior,
they may be exited from the program as well. _____
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 any 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
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Costa Mesa Bridge 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.
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Costa Mesa Costa Mesa Bridge Shelter Volunteer Description
Purpose: Mercy House is looking for volunteers to assist at the Costa Mesa Costa Mesa Bridge Shelter.
The purpose of the Costa Mesa Costa Mesa Bridge Shelter is to provide safe emergency shelter for adult
men and women in the City of Costa Mesa. Volunteers Reports to the on-Site Volunteer Associate, Site
Leader, and Program Manager
Volunteers must be willing to do all the following tasks - Major Duties May Include:
1. Greet Clients – Check in
2. Assist with serving meals (breakfast, lunch, and dinner)
3. Set out snacks and drinks
a. Prepare Coffee
b. Prepare Cold Drinks
4. Client Bin Check Outs
a. Must be able to lift 30lbs
5. Light cleaning – wiping down tables, sweeping, taking out trash
6. Organize and distribute donations
Time Commitment:
Volunteers are needed 7 days per week. We ask that volunteers make a weekly commitment, if possible.
We offer 3 & 4 hour shifts. We ask that volunteers who sign up serve the entire shift.
Shift Times:
First Shift: 5:00am-8:00am: 5 volunteers
Second Shift: 10:00am-2:00pm: 5 volunteers
Third Shift: 2:00pm-5:00pm: 5 volunteers
Fourth Shift: 5:00pm-9:00pm: 5 volunteers
Skills and Qualifications:
1. Must be very reliable, have good communication skills
2. Must have ability to bend, squat, lift at least 30lbs,
3. Must be willing to volunteer and interact with people who come from different backgrounds, life
styles and be open to adapting to shelter needs.
Age Restriction:
The minimum age to volunteer at the Costa Mesa Costa Mesa Bridge Shelter is 13 years old with a
parent/guardian who is also signed up to serve on the same shift.
Background Check:
To ensure the safety of our clients, staff and all of our volunteers, we require a background check on
interested Mercy House Volunteers. Individuals with a history of violent crimes or sexual offense will not
be allowed to participate in any of the Mercy House Volunteer Programs.
Benefit to Volunteer:
Recommendation letters, human services on-the-job experience, and the knowledge that you have given
back to your community and are helping to make your corner of the world a better place.
To sign up for this worthy cause please contact, Mercy House’s Community Engagement Coordinator,
Vanessa Rios at Vanessar@mercyhouse.net.
EXHIBIT C
OPERATION BUDGET
Total Admin costs $ 260,000.00
Operation Costs - Prog Salaries
Program Manager $ 63,375.00
Site Leaders $ 149,903.00
Call Center (8 hour/7day) $ 60,569.50
Leasing Agent $ 50,700.00
Navigation Supervisor $ 25,350.00
Navigation Team $ 140,692.50
Overnight Logistics Coordinators $ 129,285.00
Janitorial Team $ 121,680.00
Shelter Specialist (engagment and logistics) $ 151,523.84
FT Driver (40 hours a week shuttle services) $ 43,095.00
Neighborhood Outreach Specialist $ 27,023.36
Safety Coordinator $ 135,411.12
Total Program Salaries $ 1,098,608.32
Program and Facility Costs
Client Barrier Fund $ 8,000.00
Security Guards (2 guards 24 at shelter) $ 382,960.00
Laundry lease $ 2,976.00
Supplies (maintenance, bedding, paper goods) $ 46,500.00
Pet Care $ 18,000.00
Meals, Snacks and Beverages $ 39,955.68
Transportation
Rideshare Costs $ 115,000.00
Shuttle- Lease, maintenance, repairs, fuel $ 28,000.00
Total Program/Facility Costs $ 641,391.68
City Contract $ 2,000,000.00
EXHIBIT D
CITY COUNCIL POLICY 100-5
CITY OF COSTA MESA, CALIFORNIA
COUNCIL POLICY
BACKGROUND
Under the Federal Drug-Free Workplace Act of 1988, passed as part of omnibus drug legislation
enacted November 18, 1988, contractors and grantees of Federal funds must certify that they will
provide drug-free workplaces. At the present time, the City of Costa Mesa, as a sub-grantee of
Federal funds under a variety of programs, is required to abide by this Act. The City Council has
expressed its support of the national effort to eradicate drug abuse through the creation of a
Substance Abuse Committee, institution of a City-wide D.A.R.E. program in all local schools and
other activities in support of a drug-free community. This policy is intended to extend that effort
to contractors and grantees of the City of Costa Mesa in the elimination of dangerous drugs in the
workplace.
PURPOSE
It is the purpose of this Policy to:
1. Clearly state the City of Costa Mesa’s commitment to a drug-free society.
2. Set forth guidelines to ensure that public, private, and nonprofit organizations receiving
funds from the City of Costa Mesa share the commitment to a drug-free workplace.
POLICY
The City Manager, under direction by the City Council, shall take the necessary steps to see that
the following provisions are included in all contracts and agreements entered into by the City of
Costa Mesa involving the disbursement of funds.
1. Contractor or Sub-grantee hereby certifies that it will provide a drug-free workplace by:
A. Publishing a statement notifying employees that the unlawful manufacture,
distribution, dispensing, possession, or use of a controlled substance is prohibited in
Contractor’s and/or sub-grantee’s workplace, specifically the job site or location
included in this contract, and specifying the actions that will be taken against the
employees for violation of such prohibition;
B. Establishing a Drug-Free Awareness Program to inform employees about:
SUBJECT
DRUG-FREE WORKPLACE
POLICY
NUMBER
100-5
EFFECTIVE
DATE
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SUBJECT
DRUG-FREE WORKPLACE
POLICY
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EFFECTIVE
DATE
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1. The dangers of drug abuse in the workplace;
2. Contractor’s and/or sub-grantee’s policy of maintaining a drug-free workplace;
3. Any available drug counseling, rehabilitation and employee assistance programs;
and
4. The penalties that may be imposed upon employees for drug abuse violations
occurring in the workplace;
C. Making it a requirement that each employee to be engaged in the performance of the
contract be given a copy of the statement required by subparagraph A;
D. Notifying the employee in the statement required by subparagraph 1 A that, as a
condition of employment under the contract, the employee will:
1. Abide by the terms of the statement; and
2. Notify the employer of any criminal drug statute conviction for a violation occurring
in the workplace no later than five (5) days after such conviction;
E. Notifying the City of Costa Mesa within ten (10) days after receiving notice under
subparagraph 1 D 2 from an employee or otherwise receiving the actual notice of such
conviction;
F. Taking one of the following actions within thirty (30) days of receiving notice under
subparagraph 1 D 2 with respect to an employee who is so convicted:
1. Taking appropriate personnel action against such an employee, up to and
including termination; or
2. Requiring such employee to participate satisfactorily in a drug abuse assistance or
rehabilitation program approved for such purposes by a Federal, State, or local
health agency, law enforcement, or other appropriate agency;
SUBJECT
DRUG-FREE WORKPLACE
POLICY
NUMBER
100-5
EFFECTIVE
DATE
8-8-89
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G. Making a good faith effort to maintain a drug-free workplace through implementation
of subparagraphs 1 A through 1 F, inclusive.
2. Contractor and/or sub-grantee shall be deemed to be in violation of this Policy if the City
of Costa Mesa determines that:
a. Contractor and/or sub-grantee has made a false certification under paragraph 1
above;
b. Contractor and/or sub-grantee has violated the certification by failing to carry out
the requirements of subparagraphs 1 A through 1 G above;
c. Such number of employees of Contractor and/or sub-grantee have been convicted
of violations of criminal drug statutes for violations occurring in the workplace as
to indicate that the contractor and/or sub-grantee has failed to make a good faith
effort to provide a drug-free workplace.
3. Should any contractor and/or sub-grantee be deemed to be in violation of this Policy
pursuant to the provisions of 2 A, B, and C, a suspension, termination or debarment
proceeding subject to applicable Federal, State, and local laws shall be conducted. Upon
issuance of any final decision under this section requiring debarment of a contractor and/or
sub-grantee, the contractor and/or sub-grantee shall be ineligible for award of any
contract, agreement or grant from the City of Costa Mesa for a period specified in the
decision, not to exceed five (5) years. Upon issuance of any final decision recommending
against debarment of the contractor and/or sub-grantee, the contractor and/or sub-grantee
shall be eligible for compensation as provided by law.