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HomeTraining, Tools & ResourcesToolkitsBC Refugee Hub Toolkit: Shelters and Temporary Housing for Refugee Claimants

Shelters and Temporary Housing for Refugee Claimants

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Introduction

This toolkit is designed to support frontline workers, coordinators, and service providers who assist refugee claimants navigating shelters and temporary housing across British Columbia. It brings together practical information, sector context, and trauma-informed considerations to help workers better understand shelter systems, prepare clients for what to expect, and support them through short-term housing instability while working toward longer-term housing solutions.

The toolkit covers a range of topics, including emergency shelters, transitional housing options, client rights and responsibilities, cultural safety, trauma-informed support, and pathways toward stable housing. It is intended as a practical reference to support day-to-day work, client preparation, and system navigation, rather than a step-by-step or prescriptive guide.

Disclaimer:

Information related to shelters and temporary housing in this toolkit is based on publicly available resources and sector best-practice guidance. Shelter policies, eligibility criteria, and service practices can vary significantly by location and provider and may change over time. As a result, the information presented may not reflect current practices at all shelters. Users are encouraged to confirm details directly with local shelter providers and referral partners when supporting clients.

This toolkit recognizes that housing pathways are not linear and that refugee claimants may face multiple barriers, uncertainties, and emotional stressors along the way. Workers are encouraged to use this resource flexibly, alongside local knowledge, professional judgment, and collaboration with shelter and housing partners.

The BC Refugee Hub has developed this Toolkit as part of the BC Safe Haven Resource Network, led by AMSSA, funded by the Province of British Columbia.

SECTION 1: Temporary Housing and Shelter Options for Refugee Claimants

Temporary housing provides short-term accommodation and basic support while refugee claimants work toward finding more permanent housing. This may include emergency shelters, transition houses, short-term motel placements, or community-run short-stay programs. These options offer immediate safety and structure for clients who arrive without local contacts, are waiting for income assistance, or cannot secure rental housing right away.

Communities across BC offer several types of shelter options. Emergency shelters may provide beds or mats, meals or snacks, washrooms and showers, laundry, limited storage, staff support, and referrals to housing, health, and settlement services. These are low-barrier and accessible to claimants regardless of immigration status.

During colder months or hazardous weather, Seasonal and Extreme Weather Response (EWR) shelters operate to increase available beds/mats and reduce risk.

Some clients may be eligible for transitional or second-stage housing, which offers longer stays, more privacy, and case management. These programs have limited space but can help clients who meet their individual eligibility criteria when vacancies are available.

There are also specialized shelters serving women and children leaving violence, youth and LGBTQIA+ individuals. These programs offer enhanced safety and cultural or identity-affirming supports.

Refugee claimants are eligible to use emergency shelters. Intake typically involves calling the shelter or checking availability through BC211 and answering basic questions about age, family size, and safety needs. Immigration status is rarely requested.

Upon arrival, staff outline routines and assign sleeping spaces; there are separated sleeping areas for men and women. Many shelters require daily check-ins. Workers can prepare clients by explaining shared spaces, limited privacy, curfews, and storage restrictions. Clients should bring essential items (medications, clothing, toiletries, phone/charger, key documents) and avoid bringing unsafe or unmanageable belongings.

BC211 is a free and confidential phone line service that connects people to helpful and vital resources in their community. They compile daily lists of available shelter spaces across BC. Clients or settlement workers can call and request to be connected to an interpreter in first language for those clients who cannot communicate in English. Dial 211 to talk to a Navigator 9am-9pm Weekdays (excluding Holidays). Live chat and text services are also available at those hours.

BC211 Service Finder

SECTION 2: What Refugee Claimants Can Expect in Shelters

Shelters offer short-term safety and structure, but the environment can feel unfamiliar. Most shelters use shared sleeping areas with mats or bunk beds with separated sleeping areas for men and women; a few offer semi-private family rooms. Storage is limited, and clients should expect set schedules for check-in/check-out, meals, quiet hours, and occasional daytime closures. There may also be pets at the shelter, common areas for shelter guests to meet and access to resources such as phone, computers, TV, etc. Normalizing feelings of overwhelm can help prepare clients for this transition.

Shelters have safety measures such as staff available 24 hours a day and 7 days a week at year round shelters, visitor guidelines, curfews, quiet hours, and substance-use policies. Staying in a shelter does not impact the refugee claim process. Clients have the right to respectful treatment, clear information, confidentiality, interpretation when available, and the ability to raise concerns.

Shelter rules commonly cover respectful behaviour, belongings limits, curfew times, visitor restrictions, and expectations around shared spaces. Workers can help clients adjust by reviewing rules ahead of time, explaining shelter routines, and encouraging questions to avoid misunderstandings.

BC Housing’s Sample Policies and Procedures for Emergency Shelters outlines several things clients may encounter in shelter settings, including:

  • Admission processes such as asking for basic information, reviewing shelter rules, checking belongings, and offering orientation.
  • A Charter of Client Rights and Responsibilities, which includes feeling safe, being treated with dignity, receiving information, having access to help (housing, income, health services) and the ability to make complaints or appeals. Clients are expected to respect others, follow schedules, and maintain a safe environment.
  • Clear policies for behaviour, including how shelters respond to conflict, inappropriate behaviour, or violence, and how staff support clients to remain in the shelter whenever possible.
  • Safety and health protocols, such as critical incident procedures, first aid, outbreak responses, and pest-control procedures. These help maintain a safe communal living environment.

What Happens After a Client Is Placed in a Shelter

Once clients settle into a shelter, the focus shifts to immediate safety and connecting them with longer-term supports. Shelter staff may help coordinate or refer clients to:

  • Housing outreach workers who assist with searches and applications
  • Income assistance (including emergency benefits and documentation support)
  • Health or mental health supports
  • Legal aid, especially for refugee and tenancy matters
  • Settlement services and newcomer programs
  • Employment or training programs

Shelters typically follow structured case management practices outlined by BC Housing, including documenting client goals, identifying barriers, supporting referrals, and maintaining up-to-date information to ensure consistent communication among service providers. Clear coordination helps reduce confusion for clients navigating multiple systems.

SECTION 3: Cultural Sensitivity and Inclusive Shelter Practices

Refugee claimants enter shelters while navigating new systems and unfamiliar environments. Cultural sensitivity helps reduce confusion, builds trust, and supports emotional safety. Many clients may be adjusting to shared spaces, new routines, and expectations that differ from cultural norms, so preparing them in advance and acknowledging that discomfort is normal can ease the transition.

Shelters vary in their capacity to provide culturally inclusive environments, but many work toward inclusion by offering dietary flexibility, identifying quiet spaces for prayer or reflection, providing gender-sensitive sleeping arrangements, and using trauma-informed, nonjudgmental communication. Interpretation or multilingual staff may also be available. Workers play a key role in helping clients communicate cultural, religious, or safety-related needs and advocating when accommodations are possible.

Cultural and Identity-Specific Supports

Some clients require specialized or identity-affirming support, which might be available through:

What Cultural Safety Looks Like in Practice

Drawing from BC Housing’s Sample Policies and Procedures for Emergency Shelters, shelters may incorporate culturally inclusive approaches such as:

Respect for diversity and non-discrimination: Shelters are expected to treat all clients respectfully regardless of race, gender, religion, age, sexual orientation, or beliefs. This is explicitly stated in the Charter of Rights and Responsibilities, which affirms a client’s right “to be treated with respect regardless of your race, status, gender, sexual orientation, age, religion, or beliefs.”

Clear orientation and communication: Orientation must be delivered in ways that are “clear, consistent, understandable,” including an explanation of program operations, rights, responsibilities, and complaint processes. This supports cultural safety by reducing confusion for clients unfamiliar with shelter systems.

Voluntary service use and respect for autonomy: Service use is voluntary, and clients progress at their own pace (“your own level of comfort and understanding”), which aligns with trauma-informed and culturally respectful practice.

Support for spiritual and religious practices: Shelters must ensure individuals can practice their beliefs without pressure to take part in any religious activities. BC Housing requires policies so non-participants “have equal access to services and accommodation,” and participation in any spiritual activity is “not compulsory or expected.” This is important for clients whose cultural or faith practices differ from the surrounding community.

Low-barrier, client-centred approach: Shelters operating from a minimal-barrier perspective which recognizes that individuals without homes “are not homogenous” and aim to “welcome them to a community… meeting them where they are at.” This approach supports cultural safety by reducing assumptions and acknowledging diverse needs.

Workers can help clients feel grounded and respected by:

  • Preparing clients for shared living and routines
  • Encouraging open communication with staff
  • Asking clients what helps them feel safe, respected, or grounded
  • Being aware of cultural norms related to gender, modesty, privacy, food, and family roles
  • Supporting clients to express boundaries related to shared spaces
  • Explaining routines in plain, nonjudgmental language
  • Checking understanding when interpretation is needed
  • Encouraging clients to raise concerns early to avoid misunderstandings
  • Recognizing trauma’s impact on communication and emotional expression
  • Avoiding assumptions about culture, values, or identity

These models reflect many of the values outlined in BC Housing’s policies: respect, non-coercive support, cultural openness, privacy, choice, and client-centred practice.

SECTION 4: Rights, Responsibilities, and Navigating Shelter Settings

Shelters operate with rights and responsibilities that support a safe and respectful environment. Refugee claimants have the same rights as any other resident, and staying in a shelter does not affect immigration processes. Clients have the right to respectful treatment, confidentiality, clear information about rules, the ability to raise concerns, and access to interpretation when available.

BC Housing’s Sample Policies and Procedures for Emergency Shelters outlines a detailed Charter of Client Rights and Responsibilities that strengthens these expectations. Key rights include:

  • The right to feel safe and be treated with dignity, regardless of race, gender, religion, age, sexual orientation, or beliefs
  • The right to be informed of program operations, rights, responsibilities, and complaint procedures
  • The right to be involved in decisions affecting oneself or one’s family
  • The right to confidentiality as outlined under privacy legislation (PIPA/FOIPPA)
  • The right to receive support with housing, income, health, and other services needed for stability
  • The right to make a complaint or appeal a decision and receive an understandable response

These rights help ensure clients feel respected, informed, and empowered within the shelter setting.

Shelter providers are responsible for maintaining a safe, orderly, and supportive environment. According to BC Housing policy, staff must:

  • Provide clear orientation to all clients, including rules and expectations, in a way that is “clear, consistent, [and] understandable”
  • Ensure clients are treated non-coercively and have voluntary access to services (“service use is voluntary”)
  • Follow consistent procedures for admission, safety checks, and behavioural guidelines
  • Respond to conflicts or behavioural incidents and use barring only when safety requires it
  • Maintain fair access to services, including ensuring that spiritual or religious activities are voluntary and do not limit accommodations for those who do not participate

These responsibilities promote fairness, predictability, and safety in a shared living environment.

Workers can support clients by helping them understand what to expect in a shelter setting and how to navigate their rights confidently. Reviewing expectations ahead of time, explaining the purpose of rules, and encouraging clients to ask questions can reduce confusion and increase trust. Regular check-ins can help identify frustrations early and empower clients to communicate concerns respectfully.

Additional Resource:

Homelessness Services Association of BC (HSABC) – Shelter practices and sector standards

SECTION 5: Trauma-Informed Support and Mental Health

Many refugee claimants experience significant stress or trauma before and during displacement, and the shelter environment can sometimes feel loud, unpredictable, or overwhelming. Trauma-informed support helps clients feel safer, more grounded, and more in control. Approaches such as clear communication, predictable steps, offering choices, and validating feelings can reduce anxiety. While these practices do not require clinical training, they do support emotional and psychological safety.

BC Housing emphasizes a non-coercive, voluntary approach to services, recognizing clients may need time, trust, and stability before engaging fully. Shelters are expected to “offer support without coercion or pressure,” allowing clients to participate “at their own level of comfort and understanding.” This aligns closely with trauma-informed values of choice, autonomy, and respect.

Workers can help clients identify stressors, such as noise, shared sleeping areas, or unfamiliar routines, and plan ways to manage triggers. Reviewing routines, explaining rules in plain language, and offering choices when possible can reduce confusion and help clients regain a sense of control. Regular check-ins can identify concerns early, especially during the first few days of a shelter stay. If a client feels unsafe or overwhelmed, workers can help them communicate this to shelter staff or explore alternative options when available.

The BC Housing guidelines also highlight clear safety and crisis response procedures, including critical incident reporting, de-escalation expectations, and coordinated responses to violence or mental-health–related distress. Staff are expected to respond to behavioural issues in a way that prioritizes safety while avoiding unnecessary punitive measures. This helps create a predictable, calming environment for clients who may be easily triggered by conflict or disorder.

Shelters must also follow protocols related to:

  • Health and safety, including first aid, emergency procedures, and illness/outbreak responses
  • Privacy and confidentiality, ensuring sensitive information is protected according to PIPA (Personal Information Protection Act) / FOIPPA (Freedom of Information and Protection of Privacy Act)
  • Respectful, nonjudgmental communication, particularly important when mental health or trauma affects behaviour or communication style

These protocols contribute to an environment where clients can feel more physically and emotionally secure.

Housing instability can significantly heighten emotional distress. Clients may feel fear for their safety, worry about family members, frustration with system delays, or uncertainty about the future. Workers can acknowledge the emotional strain involved, help break tasks into manageable steps, and connect clients to appropriate mental health supports. Clarifying worker roles early, what workers can help with and what they cannot guarantee, reduces misunderstandings and supports realistic expectations.

Mental health supports available across BC

  • BC Safe Haven Funded Supports – Service Directory (counselling, culturally informed supports, trauma services) specifically for refugee claimants, funded by the Province of British Columbia.
  • Foundry – Youth mental health
  • Here2Talk – Post-secondary mental health
  • BC Crisis Line – 24/7 immediate access to barrier-free, non-judgmental support via phone and SMS services

These services can be helpful for clients who need additional emotional support during shelter stays or while navigating housing instability.

Additional Resources:

The Homelessness Learning Hub offers a comprehensive collection of trauma-informed care resources designed for frontline workers supporting people experiencing homelessness, including refugee claimants. Key materials include:

  • Core trauma-informed principles such as safety, trust, choice, empowerment, collaboration, and strengths-based practice
  • Practical toolkits for youth, adults, and shelter providers, including assessment tools and communication guides
  • Trauma-informed practice checklists to help organizations align policies and service delivery with best practices
  • Guides on trauma, substance use, and harm reduction, with strategies to avoid re-traumatization

Learn More Here

VAST & BC Refugee Hub – E-Learning Course: Empowering Services Providers to Support Refugee Mental Health with Trauma Informed Care: Specifically for organizations supporting refugee claimants through the Province of BC funded Safe Haven Program.

The Province of BC, through the BC Safe Haven program, also funds an important support service for Settlement Service Provider Organizations (SPOs): The Provincial Refugee Mental Health Information and Support Line, administered by VAST. VAST offers a free, non-crisis support line for professionals supporting refugees and refugee claimants in BC. Services include consultation, resources, and referrals.

📞 778-653-8278
📞 Toll-Free: 1-888-619-8636
🕘 Mon–Fri, 9 AM–5 PM

SECTION 6: Navigating Shelter Services and Housing Pathways

Shelters vary widely in who they serve and the supports they offer. When helping clients explore options, workers can consider age, gender, cultural or religious needs, family composition, accessibility needs, and personal comfort with shared spaces.

BC Housing emphasizes a “voluntary, client-centered, non-coercive approach”, meaning clients should be offered options without pressure and supported to make informed choices that match their needs and safety concerns. Shelters are expected to respect autonomy and avoid punitive responses when clients struggle with system demands (e.g., missing check-in times or feeling overwhelmed in shared spaces).

Steps Toward Long-Term Housing

Housing pathways often involve several steps, and timelines depend on what stage clients are at in their refugee claim process. Common stages include:

  • Pre-claim/claim preparation stage
    • Clients are working towards submitting their refugee claim online and do not have government-issued ID or documentation that indicates their immigration status as refugee claimants
    • At this stage clients are not able to access income assistance and cannot legally work without a valid work permit
  • Post-Claim stage:
    • Clients have submitted their refugee claim online and received a document stating their immigration status as refugee claimants. These documents allow them to apply for income assistance and other benefits. Once clients have submitted their claim, they will eventually receive a work permit that allows them to find employment and become more financially independent.
    • Working closely with housing outreach teams
    • Searching for rental housing and preparing tenancy documents (ID, income letters, references)
    • Learning about tenant rights and responsibilities
  • Building readiness skills (budgeting, communication with landlords, understanding rental agreements)

BC Housing’s Homelessness Services & Programs outlines supports available across British Columbia for people experiencing or at risk of homelessness. It includes information on emergency shelters (including extreme weather responses), drop-in centres, outreach programs, and how to connect with outreach workers. It also explains homeless prevention supports like rent supplements and provides links to help find services and shelter locations in different communities.

BC Housing expectations emphasize transparency, dignity, and respecting a client’s pace, recognizing that housing transitions can be stressful or re-traumatizing.

Managing Expectations

Managing expectations early helps prevent frustration and supports realistic planning. Workers can explain that:

  • Shelter beds are not always guaranteed each night
  • Many shelters require daily renewal to keep a space
  • Families or individuals may need to move between multiple shelters
  • Transitional housing programs have long waitlists.
  • Securing permanent housing often takes time, multiple applications, and persistence
  • Housing availability and affordability vary significantly by community

Providing clear, honest information helps clients stay engaged, reduces anxiety, and supports long-term stability. Workers play an important role in breaking down steps, celebrating progress, and helping clients maintain hope throughout the housing journey.

SECTION 7: Key Resources

1. Province-wide resources

2. Shelter & Service Directories

3. LGBTQIA+, Youth & Specialized Supports

4. Community-Based & Faith-Based Housing Supports