6.1.Shelter Management Structure

Service delivery should be needs-led with survivor input and participation where possible and appropriate, including involvement of survivors in management. Staff and survivors should communicate with mutual respect. Shelter staff may include support workers, resettlement support workers, children’s workers, and therapeutic support staff.

Note: Shelter management structures may vary between different agencies, based on the specific services they provide, the survivors they support, their context, and organisational mission. While the basic standards set out in section 6.1 should be met, specific management structures and processes may vary.

Some considerations relevant across shelter service providers are set out below.

• ‘Clustering’ survivor cohorts: Adult survivors should ideally be placed into cohorts or clusters based on the time they enter into the shelter. Child survivors do not need to be placed into cohorts as it can be beneficial for children to see the progress of others. Clustering may also be appropriate based on other factors, such as age, exploitation type, and gender.
• Record keeping: Shelters should keep diligent and robust records. This includes records for each individual survivor within their care, as well as management records and budgets.
• Inspections: Shelters should be subject to regular inspections, to ensure compliance with the required rules and standards. Where this is not mandated by law, agencies should ensure regular independent audits of shelters.
• Privacy and confidentiality: It is vital that survivors are safe while in the shelter. Survivors should have complete control over who is permitted to visit them. Survivors’ personal information should be safeguarded and kept strictly confidential, shared only as necessary and in compliance with relevant rules.
• Specialised needs and appropriate accommodations: Accessible, survivor-centred, and needs-based support includes making appropriate accommodations for survivors with disabilities. Specialised needs should be identified as part of initial and ongoing needs assessment.

There should be an appropriate ratio of survivors to staff in shelters, taking into account the needs of survivors and the capacities of staff members. Shelter staffing should be maintained on a 24-hourly basis.

• Shelters caring for children: a ratio of five children per direct care giver (5:1) must be maintained for babies and a ratio of eight to one (8:1) for older children.[1]
• Shelters caring for adults: a ratio of four survivors per staff member (4:1) should be an aspirational standard, and the ratio should not be allowed to fall below fifteen survivors per staff member (15:1).

[1] Children (Approved Homes) Rules 2013, section 10(5).