Portland Shelter Survey Finds Widespread Concerns About Complaints, Forced Exits and Staff Conduct

Portland, OR. — More than half of respondents to a Portland Ombudsman’s Office survey said grievances and concerns raised with shelter staff were not handled well, according to a report released October 28 examining experiences at the city’s alternative shelters.

The survey identified concerns about involuntary exits, staff conduct, food and drinks, and shelter facilities. Respondents also offered positive feedback, including appreciation for shelter, staff helpfulness and feelings of safety.

The office received 228 responses from current and former shelter guests during April 2026. On grievance handling, 52% disagreed that complaints and issues reported to staff were handled well and followed up on, compared with 25% who agreed. Asked whether staff made fair decisions about involuntary exits, 41% disagreed, 24% agreed and 35% were neutral.

“Feedback we received from shelter guests points to areas that need more attention from Shelter Services and shelter operators,” City Ombudsman Jennifer Croft said in the announcement.

“Shelter guests are vulnerable and it is important that issues such as grievances, decisions about exits, and concerns about staff are handled fairly and with due accountability and oversight.”

The Ombudsman’s Office said it has received an increasing number of complaints from guests at alternative shelters, also known as safe rest villages, since 2023. Staff conduct, involuntary exits and grievance handling were the most frequent subjects.

Some complainants alleged they had been unfairly removed from shelters, had personal property stolen or had experienced staff misconduct. The office reviewed approximately 200 complaints alongside the survey to identify recurring concerns.

The survey was intended to determine whether issues raised by people who contacted the office were shared by other shelter guests. Participants rated statements about their experiences and could submit written comments.

Grievance handling drew the most negative responses overall. Negative feedback also exceeded positive feedback on food and drinks and decisions to remove guests involuntarily. Staff conduct and facilities generated the most concerns in written comments, some of which alleged theft or sexual harassment by staff.

Those accounts represent allegations reported by guests; the survey findings do not independently establish that each alleged incident occurred.

Results differed among shelter locations. Menlo Park respondents provided positive feedback on every survey question, according to the report. Across the survey, responses were more positive than negative about respectful treatment by staff, staff doing their jobs well and guests feeling safe.

The report identified staff training, changes to procedures and service improvements as possible ways to address concerns. More serious accounts involving misconduct and unfair treatment raised questions about whether stronger oversight and accountability were needed.

The Ombudsman’s Office is an independent, impartial office within the City Auditor’s Office that responds to complaints about city government and works to promote fairness in public services.