Gibbs Van Brunschot, ErinSalt, Valerie2018-01-252018-01-252018-01-12Salt, V. E. (2018). An exploration of incivility in a homeless shelter as identified by frontline staff (Master's thesis, University of Calgary, Calgary, Canada). Retrieved from https://prism.ucalgary.ca.http://hdl.handle.net/1880/106329Homeless shelters are institutions for populations who are deemed as ‘uncivil’ by their homeless status, but research has yet to systematically explore frontline staff’s identification and response to incivility in a shelter context. This exploratory mixed methods study addresses this gap through content analysis and quantification of daily activity logs written by frontline staff in a Canadian homeless shelter. The findings reveal that client incivility in this shelter can be categorized into offences which disrupt the general shelter environment, are verbally offensive to staff or clients, or involve physical contact with staff or other clients. Frontline staff hold substantial discretion in the consequences clients face for such behaviour ranging from surveillance to banishment. This study contributes to the incivility literature by identifying the types, patterns and frequency of client incivility to provide a benchmark of incivility in a shelter context.enUniversity of Calgary graduate students retain copyright ownership and moral rights for their thesis. You may use this material in any way that is permitted by the Copyright Act or through licensing that has been assigned to the document. For uses that are not allowable under copyright legislation or licensing, you are required to seek permission.incivilityhomeless sheltermixed methodsSociologymaster thesis10.11575/PRISM/5410