Fifty-two percent of respondents in a new survey of Portland’s alternative shelters say the city handles their grievances poorly or unfairly, according to a report from the City Ombudsman’s Office. In contrast, only 25% of those surveyed said staff handled grievances well, while 22% remained neutral.
City Ombudsman Jennifer Croft stated the survey was initiated following a large increase in complaints from guests at city shelters. To gather data, the office reviewed 202 complaints filed between January 2023 and June 2026 and conducted a voluntary survey in April. While the number of people contacted exceeded 1,000, the final report is based on responses from current and former guests.
Grievances and Shelter Exits
Guests reported that concerns regarding other guests entering their units and stolen property often went unanswered. One respondent claimed they filed six complaints without any follow-up, and another stated that nothing was done regarding their personal grievances. Some guests also expressed fear of retaliation for reporting issues.
The Ombudsman’s Office reviewed approximately 66 complaints regarding involuntary exits. In the survey, 41% of respondents disagreed that staff make fair decisions when removing guests, while 24% agreed. Some guests alleged they were removed for disputed rule violations with insufficient notice or little time to collect their belongings. While shelter guidelines allow for exits due to property destruction, theft, or violence, Croft emphasized that guests must receive exit documentation in writing and have the opportunity to appeal.
Staff Face Allegations of Bullying and Misconduct
Feedback regarding staff was mixed. While 45% of respondents agreed that staff treat guests with respect, 29% disagreed. Regarding job performance, 39% agreed staff do their jobs well, while 34% disagreed. Views on the ethics and honesty of staff were nearly even.
The office reviewed about 97 staff-related complaints. The most frequent allegations included bullying, threats, unfair treatment, and retaliation.
Facility Conditions and Site Variations
Half of the respondents disagreed that provided food and drinks were satisfactory, while 28% agreed. One resident described the food as “off-putting” and “poorly prepared.” Regarding maintenance, 40% disagreed that facilities were well-maintained, with written comments citing leaks, mold, and bathrooms described as “filthy” with blood or feces on the walls.
Experience varied by location. Guests at the Menlo Park site were generally more positive, whereas those at Clinton Triangle and Reedway provided the most critical feedback regarding staff performance, facility maintenance, and grievance handling. Despite these issues, more respondents agreed than disagreed that they feel safe, and many expressed gratitude for the stability and security the shelters provide.
Portland spokesperson Laura Rude stated the city will work to incorporate the feedback into ongoing improvement efforts, noting that city shelter staff visit each site frequently.
