Lesson 1: Understanding homelessness
Homelessness is a situation a person goes through, not who they are. People lose housing for many reasons: job loss, high rent, illness, family violence, addiction, disability, leaving care or prison, or arriving in a new country with little support.
The Canadian Definition of Homelessness, developed by the Canadian Observatory on Homelessness, describes four groups:
| Category | What it means | Example |
|---|---|---|
| Unsheltered | Living in public or private spaces without consent, or in places not meant for people to live | Sleeping in a parkade, tent or car |
| Emergency sheltered | Staying in short-term emergency shelters | Homeless shelter, violence-against-women shelter |
| Provisionally accommodated | Temporary housing with no permanent home; often called hidden homelessness | Couch surfing with friends, motel, transitional housing |
| At risk of homelessness | Housed, but facing a real risk of losing housing | Eviction notice, unsafe or unaffordable housing |
The federal program Reaching Home: Canada's Homelessness Strategy (launched in 2019) funds local groups that run shelters, outreach and housing programs.
Language matters
Use person-first language: "a person experiencing homelessness", "a person who uses drugs". Avoid labels like "bum", "vagrant" or "junkie" in speech, radio calls and reports. Neutral words keep you professional and protect your credibility in court.
Lesson 2: Who is a vulnerable person?
A vulnerable person is anyone who may not be able to keep themselves safe right now. As a guard, you are often the first person to notice them.
- An older adult who seems lost or confused, perhaps with dementia
- A child or youth alone, especially at night
- A person who is very intoxicated or has taken drugs
- A person in a mental health crisis
- A person who is ill, injured or exposed to cold or heat
- A person who seems afraid of someone with them
Your job is to notice, keep the person safe from harm, and connect them to the right help. Do not send away someone who cannot care for themselves, especially in bad weather.
For a person who seems lost or confused, speak slowly, ask simple questions one at a time, and ask their name and where they are trying to go. Keep them somewhere warm and safe. If you cannot find a caregiver or they cannot tell you where they live, call police so they can check missing person reports.
Lesson 3: Approaching and waking a person
Many people living without housing have experienced trauma or violence, including from people in uniform. A calm approach protects them and you.
- Look first: check for hazards such as needles, weapons, dogs or vehicles.
- Stay a short distance away and speak in a calm, normal voice: say your name and role.
- If they do not wake, speak louder. Avoid grabbing or shaking.
- If there is no response, treat it as a medical emergency: call 9-1-1.
- Once awake, ask if they are okay and give them a moment to orient.
Stand at an angle, with space between you and a clear exit for both of you. Keep your hands visible. Bring a partner if your post orders say so.
Enforcing rules with dignity
- Explain the rule and why it exists, briefly and politely.
- Give the person time to wake up and gather belongings.
- Offer choices your site allows, such as a warm waiting area until a set time.
- Offer information: a shelter address, 211, or an outreach team.
- Treat belongings with care. Follow your site procedure for anything left behind.
Treat everyone the same. Act on what a person does, not how they look. Do not photograph or film people in vulnerable situations for anything other than an approved security purpose.
Lesson 4: Trespass and when to call police
Rules on trespassing come from provincial and territorial laws, such as Ontario's Trespass to Property Act and Alberta's Trespass to Premises Act. In general, the owner or occupier, or a guard acting for them, may tell a person to leave, and a person who does not leave can be committing an offence. The details differ by province, so learn the law where you work.
Having the power to act does not mean force is the best choice. Physical removal can injure people and lead to complaints or charges. If a calm person refuses to leave, keep talking, stay safe, and call police if your post orders say so. Document what you said and when.
Lesson 5: Emergencies and where to get help
| Situation | Who to contact |
|---|---|
| Unresponsive, badly hurt, not breathing, very cold, or in danger | 9-1-1 |
| Talks about suicide, not in immediate danger | 9-8-8 (call or text, 24/7) |
| Needs shelter, food, outreach or other services | 211 (call, text or chat) |
| Suspected opioid overdose | 9-1-1, give naloxone if trained, stay with them |
Cold weather
Shivering, confusion, slurred speech and clumsiness can be signs of hypothermia. Call 9-1-1, move the person gently to a warm place, keep them lying flat if you can, and handle them carefully. Do not let them run or rub their skin. Thaw frostbite only if there is no chance it will freeze again.
Needles and sharps
Never pick up a needle with bare hands and never recap it. If you are trained and equipped, use tongs and a puncture-proof sharps container. Otherwise mark the spot, keep people away and call the service your site uses.
Looking after yourself
Seeing people in distress shift after shift can wear you down. Talk with your supervisor after hard calls, use your employee assistance program if you have one, and remember that small acts of respect make a real difference.