Question 1

How does Indwell evaluate the effectiveness of its programs?

Accepted Answer

Indwell is committed to continuous improvement — learning from incidents and adapting its practices to meet evolving tenant health and housing needs, as well as community expectations. To support this, we use several evaluation frameworks to monitor impact and guide decision-making.

Our most comprehensive monitoring and evaluation system is EMHware, a platform used by health agencies for managing social, addictions, and mental health records.

We also:

conduct an annual tenant survey using the Ontario Perception of Care (OPOC) tool to assess health outcomes and satisfaction

use Integrated Decision Support, a system developed by the Ontario Hospital Association, to track healthcare system usage—traditionally in hospitals, and increasingly in community and family health teams

track medication and nursing activities through Catalyst (oneMAR), used by our nursing staff

receive direct feedback through a tenant quality assurance committee that reports to our Board of Directors

These tools and practices help us ensure our programs remain effective, responsive, and centred on the needs of our tenants and communities.

Question 2

How does Indwell address safety for tenants, staff, and neighbours?

Accepted Answer

Indwell recognizes that feeling safe and secure is essential to a person’s journey toward health, wellness, and belonging. Safety is a top priority not only for our tenants, but also for staff, volunteers, partners, and neighbours in the neighbourhoods where we operate.

We incorporate safety and security into every aspect of our housing and health programs. This includes:

thoughtful building design

well-maintained properties

strong health and community care standards

ongoing staff training

detailed safety protocols and guidelines

a commitment to fostering respectful, inclusive, and supportive communities

program managers who are the community liaison and who are responsible for responding to neighbours’ concerns

These strategies work together to create safe, welcoming environments for everyone involved.

Question 3

How does Indwell fund new building projects?

Accepted Answer

Just as with Indwell’s programs, each project is unique, and each has its own funding mix. However, one thing that is consistent is that it starts with Indwell’s community of support — the individuals, businesses, faith communities, churches, family and community foundations and service clubs which contribute to the project. Generous donors provide about 10% of the project costs, which is the base of support that Indwell leverages to apply for federal, provincial, regional, and municipal government grants and financing.

The largest contributor to Indwell’s projects is the federal government through the National Housing Strategy, which is administered through programs of the Canadian Mortgage and Housing Corporation (CMHC).

In addition, Indwell also receives low-interest, long-term loans to cover project development costs from CMHC.Indwell’s supporters also provide Impact Loans, which Indwell uses to cover project-readiness and pre-construction costs necessary in advance of submitting grant requests.

Question 4

How does Indwell fund its programs?

Accepted Answer

The funding model for each program is different, depending on the level of supports which tenants receive, the amount of financing and maintenance required, the commitment of the regional and local government to supporting the program, and the amount that Indwell receives from our generous support community. In general, about 35% of the program costs are covered by tenant rents, 45% from the Ministry of Health through grants to provide health care for tenants, 8% from other levels of government, and 12% from individuals, businesses, faith communities, churches, family and community foundations and service clubs.

Question 5

What happens if a tenant or their guest is continually disruptive to the community?

Accepted Answer

Strong, trusting relationships with Indwell staff and other tenants are foundational in encouraging intentional community and housing stability, even when concerns arise.

All Indwell tenants sign a commitment to keep the peace, safety, and enjoyment of the building. Maintaining this commitment is emphasized in Indwell’s intake process. The design, size, and layout of Indwell’s buildings are geared toward fostering intentional community, as are community-building activities and events. Tenants know each other, they know when something is happening, and they look out for one another.

Security for tenants is reinforced by measures that include:

Controlled access through secure entrances
 	Training tenants to allow access to the building only for their own guests
 	Full coverage closed-circuit video surveillance and recording in all common areas
 	24/7 on-call service
 	Security staffing, as required
 	Staff teams equipped in crisis de-escalation and trauma-informed approaches

Indwell takes an eviction-prevention approach to conflict. If a tenant or their guest is continually disruptive, we seek to understand the underlying cause and quickly resolve concerns together.

While we uphold all requirements and obligations under the Residential Tenancies Act (RTA), we also use all reasonable means to help a person stay housed. And when eviction is necessary, we offer to work with the tenant to find alternate living arrangements.

Sometimes, a disruptive situation comes from the actions of a guest. As tenants are responsible for their guests under the RTA, a disruptive guest can threaten a tenant’s housing. To prevent this escalation, Indwell supports the tenant in managing their guests and immediately enacts trespass notices when necessary. If willing, Indwell connects guests with street outreach resources, local social services agencies, and crisis response teams to provide supportive resources that enable them to stay away from the building yet access supports in the community.

Through every situation — even conflict — we seek a common goal of providing safe, stable supportive communities for people to live where they can achieve health, wellness, and belonging.

Question 6

How do nurses contribute to the health supports provided by Indwell?

Accepted Answer

Accessing necessary healthcare can be a significant barrier for some of our tenants. Having nursing staff on-site in Indwell’s enhanced support programs helps bridge that gap. Nurses help complete health assessments, provide some primary care support, educate around relevant health topics, advocate for tenants, and engage in staff training. They help collaborate with outpatient clinics/supports, connect with hospital staff if someone is admitted, or help to connect tenants with other medical supports in the community.

Question 7

How does Indwell support tenants who use substances?

Accepted Answer

We recognize that substance use is driven by deeper problems, and Indwell’s approach seeks to encourage tenants to address those root causes along with the symptoms and behaviours associated with their addictions. We use a variety of tools, resources and supports to for our tenants grow their quality of life and journey of recovery. Indwell’s approach to supporting people who use substances follows the four pillars approach of the Canadian Drugs and Substance Strategy (found here).
Prevention seeks to prevent or delay the onset of substance use and address root causes underlying a person’s substance use. Prevention is grounded in understanding that addressing root causes earlier in a person’s life can result in less harmful substance use behaviours going forward.
Harm Reduction refers to interventions, including programs and policies, that aim to reduce the potentially adverse health, social and economic consequences of problematic substance use, and can include (but does not require) abstinence from substances. Inherent in a harm reduction approach is “meeting people where they are at” in a client-centered, non-judgmental, pragmatic way, regardless of whether they are using substances or not.
Treatment includes supporting individuals with access to care and innovative approaches to rehabilitation. Treatment is a part of recovery and rehabilitation. The goal of treatment is to improve quality of life and individual functioning and to optimize health, while addressing substance use.
Enforcement and Justice seeks to strengthen community safety by responding to crime and community disorder caused by substance use, including (but not limited to) police, courts, and corrections. Interventions address criminal behaviour associated with substance use, while at the same time coordinating with health and social service agencies to connect people who use substances with appropriate supports.
With these four pillars in mind, Indwell uses a variety of evidence-based strategies to help tenants who use substances seek health, wellness, and belonging. For example, a number of Indwell programs employ Addiction Support Workers as part of their staff team. Some programs host Alcoholics Anonymous, Narcotics Anonymous and other related support groups in their buildings. Often smoking cessation programs are made available to Indwell tenants. 
One common misconception we hear is that Indwell buildings are safe injection sites, which is false. Some of our programs do offer harm reduction supplies to tenants as well as naloxone, a life-saving medication that reverses opioid overdoses. Indwell programs are also not open to the public (unlike safe injection sites), but staff do focus on individualized support for the tenants who live at their programs. 
For more detailed information, learn more with these articles:https://indwell.ca/2022/10/25/love-hope-and-dignity-on-the-road-to-recovery/https://indwell.ca/2023/11/23/transforming-opioid-treatment-sublocades-impact-at-railway-city-lofts/

Question 8

Do your tenants work?

Accepted Answer

Most of Indwell’s tenants have disabilities that prevent them from taking on full employment. Indwell encourages and supports tenants in working toward their goals for paid employment, education, and volunteering in the community or in their program.

Question 9

How long can people live at Indwell?

Accepted Answer

Indwell is home. We offer permanent supportive housing. Some tenants have lived with us for decades, and some move on after finding more stability in their lives.

Question 10

What is supportive housing?

Accepted Answer

Supportive housing is inherently affordable.

Indwell’s housing model offers a continuum of support through on-site interdisciplinary teams and a variety of programs and activities. We focus on building strong relationships and fostering community among our tenants. Together with our tenants, we work to support lasting health, wellness, and belonging.

In each community tenants are offered:

Permanent affordable housing
 	Regular office hours, 24/7 on call support, crisis response
 	Community activities and events
 	Assistance navigating the neighbourhood and accessing medical services, grocery stores, community services, volunteer, employment, and education opportunities
 	Pet-friendly buildings
 	Scheduled unit inspections for maintenance and pest management
 	Security including controlled and secure entrances, video surveillance and recording in common areas
 	Building management including tenancy or occupancy agreements, responsive building and grounds maintenance

In some communities, enhanced supports include:

Daily hot meal
 	On-site nursing, addictions support, medication, and peer support

Question 11

Who lives at Indwell?

Accepted Answer

Indwell serves [acf field="number_of_tenants_rounded" post_id="12536"] people, including adults and some families. Many tenants have experienced homelessness or faced challenges finding or keeping housing due to factors such as mental health, physical health concerns, addictions, and affordability. Everyone needs a safe, stable place to call home.

Question 12

Are Indwell staff all Christian?

Accepted Answer

Indwell’s  leaders and many of its staff are Christian. All staff understand that Indwell is a Christian organization and support the values that guide the organization.

Who pays for homelessness?

Your questions are important to us.

What does “Indwell” mean?

How is Indwell different from other affordable housing organizations?

What does it mean that Indwell is a Christian organization?

Who lives at Indwell?

What is supportive housing?

Why does Indwell continue to expand?

How does Indwell decide to move into a new community?

How many employees does Indwell have? What kind of roles do they have?

Do Indwell’s tenants need to be Christian or subscribe to the same beliefs?

Are Indwell staff all Christian?

How long can people live at Indwell?

Do your tenants work?

How does Indwell support tenants who use substances?

How do nurses contribute to the health supports provided by Indwell?

What happens if a tenant or their guest is continually disruptive to the community?

How does Indwell fund its programs?

How does Indwell fund new building projects?

How does Indwell address safety for tenants, staff, and neighbours?

How does Indwell evaluate the effectiveness of its programs?

Dignity

Love

Hope

Who pays for homelessness?

Your questions are important to us.

What does “Indwell” mean?

How is Indwell different from other affordable housing organizations?

What does it mean that Indwell is a Christian organization?

Who lives at Indwell?

What is supportive housing?

Why does Indwell continue to expand?

How does Indwell decide to move into a new community?

How many employees does Indwell have? What kind of roles do they have?

Do Indwell’s tenants need to be Christian or subscribe to the same beliefs?

Are Indwell staff all Christian?

How long can people live at Indwell?

Do your tenants work?

How does Indwell support tenants who use substances?

How do nurses contribute to the health supports provided by Indwell?

What happens if a tenant or their guest is continually disruptive to the community?

How does Indwell fund its programs?

How does Indwell fund new building projects?

How does Indwell address safety for tenants, staff, and neighbours?

How does Indwell evaluate the effectiveness of its programs?

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