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DR City of West Kelowna | Community Safety & Well-Being Plan Needs Assessment and Community Engagement Findings

January 2026 Prepared for the City of West Kelowna

Executive Summary and Key Themes The City of West Kelowna is developing its first Community Safety and Well-Being (CSWB) Plan to address the root causes of vulnerability, strengthen prevention, and improve coordination across systems that influence how safe and supported people feel in their daily lives. This Needs Assessment and Community Engagement Findings report synthesizes local data, regional research, and extensive community engagement to provide a grounded picture of current conditions and inform the next phase of action.

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West Kelowna is a rapidly growing community experiencing increasing pressures related to housing affordability, poverty, food security, mental health and substance use, transportation access, and climate-related risks such as wildfire and extreme heat. While many residents experience a high quality of life, these benefits are unevenly distributed. Housing instability, income volatility, and rising costs of basic necessities are creating heightened vulnerability for seniors on fixed incomes, single-parent households, youth, Indigenous residents, and low-wage workers. These pressures are increasingly visible in public spaces and are placing a growing strain on community organizations, City staff, businesses, and emergency responders.

Community engagement for this report included interviews, focus groups, an online survey, staff working sessions, and participation in existing sector tables and advisory groups. Across all engagement activities, participants consistently emphasized that safety is not defined solely by crime or emergency response. Instead, safety is shaped by everyday conditions, including access to housing and basic needs, timely mental health supports, predictable and welcoming public spaces, consistent community programming, and systems that are easy to navigate before situations escalate into crisis. Six interconnected themes emerged from the engagement. Theme 1: Housing, Homelessness, and Basic Needs surfaced as a foundational driver of many safety and well-being challenges. Participants described a repeating cycle where housing instability, hidden homelessness, food insecurity, lack of daytime spaces, and missing basic infrastructure push people into public spaces. Without stable housing, access to food, access to hygiene facilities, and early stabilization supports, downstream impacts are felt across neighbourhoods, businesses, recreation facilities, and emergency systems. Theme 2: Mental Health, Substance Use, and Health Services emerged as a growing concern, particularly on the Westside, where access to timely, local supports is limited. Participants described a structural mismatch between need and service availability, resulting in crisis escalation and increasing reliance on RCMP, fire, bylaw, and paramedic services. Youth mental health

pressures were identified as an early warning signal, with existing supports often difficult to access before problems reach emergency levels.

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Theme 3: Community Safety in Public Spaces and Neighbourhoods reflected concerns about predictability, presence, and shared expectations. Participants emphasized that uncertainty about acceptable behaviour, who to call, and what response to expect contributes to frustration, repeated complaints, and escalating tensions. Infrastructure gaps, nuisance fires, graffiti, vacant properties, and limited non-enforcement presence were identified as factors shaping perceptions of safety and placing additional strain on frontline staff and emergency services. Theme 4: Children, Youth, Families, and Seniors highlighted gaps in prevention and connection across the life course. Youth described limited safe, welcoming, and low-cost places to gather, along with transportation and mental health barriers. Families reported receiving support too late, often after challenges had escalated. Seniors identified mobility, transportation, and digital barriers that increase isolation and vulnerability. Participants emphasized that consistent community programming, neighbourhood-based supports, and early intervention are critical to strengthening well-being and reducing risk. Theme 5: Equity, Reconciliation, and Belonging underscored that safety is not experienced equally. Indigenous residents and equity-denied groups described experiences of racism, discrimination, and cultural unsafety that affect access to services and participation in community life. Participants emphasized the importance of reconciliation-in-action, Indigenous leadership, culturally grounded services, and intentional collaboration across jurisdictions with Westbank First Nation. Theme 6: Systems Coordination, Navigation, and Prevention emerged as the connective tissue across all themes. Participants identified fragmented outreach, unclear roles across agencies, limited non-profit space, workforce burnout, transportation and digital barriers, and a lack of shared data as key system challenges. Without coordinated navigation, shelter diversion, and collective impact structures, systems default to crisis response rather than prevention. Overall, this report finds that community safety and well-being challenges in West Kelowna are not the result of isolated issues, but of systems designed to respond after harm has occurred. Strengthening prevention, coordination, and belonging through upstream investment and shared action presents a significant opportunity to reduce pressure on frontline systems, improve everyday safety, and support long-term community well-being. These findings provide a clear foundation for the next phase of the CSWB Plan, where priorities, actions, and governance structures will be defined to move from insight to implementation.

Table of Contents 6

2. Methodology and Engagement Approach

Overall Design

Engagement Activities

Internal City Department Engagement

Data Sources and Analysis

3. Definitions of Safety and Well-being

Guiding Definition of Safety

Guiding Definition of Community Well-Being

4. Needs Assessment

Context for Community Safety and Well-being in West Kelowna

Community Profile

Community context and population trends

Indigenous Population and Cultural Diversity

Social Determinants Shaping Safety and Well-being

5. Community Engagement Findings

Theme 1. Housing, Homelessness, and Basic Needs

Theme 2: Mental Health, Substance Use, and Health Services

Theme 3: Community Safety in Public Spaces and Neighbourhoods

Theme 4: Children, Youth, Families, and Seniors

Theme 5: Equity, Reconciliation, and Belonging

Theme 6: Systems Coordination, Navigation, and Prevention

5. Conclusion and Implications for the CSWB plan

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1. Purpose and Context

1. Purpose and Context The City of West Kelowna’s Community and Social Development Department is developing its first Community Safety and Well-Being (CSWB) Plan to address the root causes of vulnerability, improve coordination across systems, and strengthen belonging and resilience for everyone who lives, works, and plays in the community. The CSWB Plan is intended to complement and align with existing City strategies and bylaws, including the Official Community Plan (OCP), Bylaw 300, the Housing Strategy, the Housing Needs Assessment, and related regional research on homelessness, mental health, and child and youth well-being.

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While this report focuses on identifying needs, gaps, and lived experiences, it also clarifies the City of West Kelowna's role in strengthening community safety and well-being. The City is not a primary service provider for many of the issues identified. Still, it plays a critical convening and enabling role in shaping the conditions for prevention, coordination, and belonging.

This Needs Assessment Community Profile and Community Engagement Findings report is the main product of Phases 1 and 2 of the CSWB project. It brings together: ● Local data and research on housing, homelessness, demographics, and social conditions. ● Insights from community engagement, including interviews, focus groups, an online community survey, internal staff discussions through an Internal Advisory Group (IAG), and conversations with key partners through an External Advisory Group (EAG). ● Emerging best practices and frameworks, including the Thrive Okanagan Goals for well-being Framework, Central Okanagan Foundation (COF) research, COPAWS, and the City of Kelowna CSWB Strategy.

The purpose of this report is to:

● Provide a clear, accessible profile of the current state of community safety and well-being in West Kelowna. ● Identify key needs, gaps, and pressures across systems that affect safety and well-being. ● Document what we heard from residents, partners, and City staff about what is working, what is not, and where small and large changes could have the most significant impact. Set the foundation for the next phase of work, in which these findings will be translated into clear priorities, actions, and governance structures for the CSWB Plan.

2. Methodology and Engagement Approach Overall Design The community safety and well-being (CSWB) plan community engagement and needs assessment approach was designed to be intentional,, and equity-focused. It aimed to balance two things: ● Depth, by engaging partners who have extensive experience on the Westside with homelessness, housing instability, mental health, community safety, and social inclusion

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● Breadth, by inviting residents, businesses, and community members to share ideas through an online survey and community conversations.

The engagement strategy is committed to constructive dialogue, respectful participation, inclusive engagement, and a clear feedback loop that shows how community input is being used.

Engagement Activities

Using the IAP2 approach, mapped across audiences, planned engagement activities for Phase 1 and 2 included: ● 35 one-on-one partner interviews with local businesses, City leaders, community organizations, sector partners, service providers, and Indigenous partners, with at least one third of interviews focused on West Kelowna business leaders. ● Five focus groups: two with youth, two with people with lived and living experience of vulnerability, housing instability, or safety challenges, and one with seniors. ● Participation in existing sector tables and collaboratives, such as the Westside Ending Homelessness (WEH) group, the Youth Action Table (YAT), the HUB Shelter Table, and the Central Okanagan Early Years Partnership, to build on existing work and avoid duplication. ● An online community survey and idea submission form with 204 responses (open 1 October to 21 November 2025) to gather practical ideas and experiences from residents, businesses, and community members. ● A National Child Day 2025 community conversation with regional partners, exploring how local governments and businesses can better support child and youth mental well-being and how this connects to community safety.

In addition, the Internal Advisory Group (IAG) and External Advisory Group (EAG) were established to interpret emerging insights, guide priorities, and serve as champions of the CSWB Plan.

Internal City Department Engagement Alongside community and partner engagement, the project team met with staff from key City of West Kelowna departments, including Bylaw Services, Parks and Recreation, Fire and Emergency Management, Engineering and Public Works, and Communications. These conversations helped to: ● Clarify how community safety and well-being manifest in day-to-day municipal work. ● Surface cross-department priorities, overlaps, and gaps.

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● Identify where the CSWB Plan should align with existing strategies, including the Official Community Plan, the Housing Strategy, and departmental plans and projects.

Data Sources and Analysis

This report integrates several types of information:

● Local research and policy documents ○ City of West Kelowna plans and strategies (Official Community Plan, Housing Strategy, Social Development initiatives). ○ Regional and local well-being work (for example, Thrive Okanagan Goals for Well-being Framework, Central Okanagan Foundation’s Vital Signs Report, Central Okanagan Poverty Reduction Strategy (COPAWS)). ○ Westbank First Nation planning documents where relevant to shared lands and services (for example, the Comprehensive Community Plan and Strategic Plan).

● Engagement data ○ Coded interview and focus group notes.

○ Survey responses and comments from community members.

○ Insights from City of West Kelowna staff sessions, as well as conversations with the Internal Advisory Group, and External Advisory Group. ○ Business workshop feedback in partnership with the Greater Westside Board of Trade

● Best practices review ○ Examples from other municipalities’ CSWB strategies and upstream safety approaches. ○ Frameworks such the City of Kelowna Community Safety Plan, particularly around prevention, collaboration, and shared measurement.

Qualitative data from interviews, focus groups, surveys, staff sessions, and the desktop review were synthesized using a design thinking–informed analysis approach focused on pattern recognition, system behaviour, and practical problem framing. Individual insights were coded consistently across issue areas, equity and belonging, coordination and governance, system level, and strategic alignment to create a single “what we heard” database that captures lived experience alongside partner and staff perspectives. This structure allowed patterns to emerge across audiences and places, highlighted where qualitative insights align with or diverge from quantitative data, and surfaced gaps, assets, pressures, and opportunities for change.

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Importantly, the coding process was used not only to organize findings but to translate insights into clear problem statements that describe the current state, who is affected, and where systems are breaking down. These problem statements will be tested, refined, and used in Phase 3 of the CSWB process to guide idea generation, co-design, and the development of strategies and actions for the final Community Safety and Well-Being Plan.

3. Definitions of Safety and Well-being Guiding Definition of Safety In this report, safety is defined broadly as the ability for individuals and communities to live free from violence, abuse, discrimination, neglect, and fear, both real and perceived. It includes physical, emotional, social, and environmental security, and is achieved when people feel supported and connected in their homes, schools, public spaces, and workplaces.

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● Address root causes of social issues that impact safety and well-being. ● Ensure that all residents feel safe, included and have access to necessary supports.

Guiding Definition of Community Well-Being

For the report, community well-being refers to the overall quality of life experienced by people living in a community. It reflects how safe, healthy, connected, and supported individuals feel in their everyday lives. Community well-being is both a goal and a guiding principle of this Strategy, ensuring that the recommendations developed support not only individual safety and stability, but also collective resilience, inclusion, and long-term quality of life for all residents of West Kelowna. Strong community well-being is achieved when all residents have equitable access to the essentials for thriving, including housing, healthcare, education, employment, and transportation. It also involves strong social connections, a sense of belonging, opportunities to participate in civic and community life, and a sense of safety and respect in both public and private spaces, regardless of background.

4. Needs Assessment Context for Community Safety and Well-being in West Kelowna

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Understanding community safety and well-being in West Kelowna requires situating local experiences within the broader demographic, economic, and social context shaping daily life. This section provides a high-level profile of West Kelowna, drawing on Census data, City and regional reports, housing and health assessments, and Westbank First Nation (WFN) community planning documents. Together, these sources illustrate a community experiencing rapid growth, rising affordability pressures, and increasing social complexity, alongside strong assets in civic engagement, natural environment, and community connection. Sources informing this profile include Statistics Canada Census data (2016, 2021), BC Stats population estimates, the City of West Kelowna Official Community Plan (Bylaw 300), the City’s Housing Strategy (2023), RDCO Regional Housing Needs Summary (2025), Central Okanagan Foundation Vital Signs (2023), Interior Health and School District 23 reports, and Westbank First Nation planning and wellness documents.

Community Profile

West Kelowna is a growing city of more than 40,000 residents located on the western slopes of Okanagan Lake in British Columbia’s Central Okanagan region. The city lies within the traditional, unceded territory of the Syilx Okanagan peoples and maintains strong social, cultural, and economic relationships with Westbank First Nation (WFN). Together with WFN, the District of Peachland, and the Central Okanagan West Electoral Area, West Kelowna forms part of the Greater Westside, one of the fastest-growing areas within the Central Okanagan Regional District. Covering approximately 123 square kilometres, West Kelowna includes a mix of residential neighbourhoods, agricultural lands, commercial areas, and natural spaces connected by the Highway 97 corridor. The city’s land use reflects both its urban and rural character, with established urban centres such as Westbank and Boucherie complemented by vineyard and agricultural zones. Its economy is diverse, anchored by agriculture, tourism, construction, light industry, retail, finance, and wine production, with emerging growth in technology and services. West Kelowna is served by School District No. 23 (Central Okanagan), which operates eight elementary schools, two middle schools, and one high school in the city. Regional health and social services are provided through Interior Health, which oversees public health, primary care, and community wellness programs across the Central Okanagan.

Community context and population trends West Kelowna is one of the fastest-growing communities in the Central Okanagan. Census data show the population increased from 32,655 in 2016 to 36,078 in 2021, representing approximately 10.5 percent growth, exceeding the provincial growth rate of about 7.6 percent over the same period (Statistics Canada Census 2016, 2021). More recent municipal and BC Stats estimates place the population at approximately 40,093 residents in 2024, reflecting an additional 11 percent increase since 2021 (City of West Kelowna Annual Report 2024; BC Stats).

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Growth is occurring across most age groups, but is particularly pronounced among working-age adults and young families, driven by in-migration from within British Columbia and other western provinces. Seasonal and temporary workers also contribute to population fluctuation, particularly in agriculture, construction, and hospitality (City of West Kelowna OCP Backgrounder; Data Inventory 2025). At the same time, West Kelowna has a comparatively older population profile. Seniors aged 65 and over account for 21.4 percent of residents, compared to 16.3 percent for children aged 0–14. The median age is 44 years, slightly higher than the provincial median of 43.1 years (Statistics Canada Census 2021). Projections in the Official Community Plan indicate that by 2040, approximately 27 percent of residents will be aged 65 or older, increasing demand for accessible housing, health services, transportation, and social supports (OCP Bylaw 300).

Indigenous Population and Cultural Diversity

Indigenous residents make up a significant and growing part of West Kelowna’s community. Approximately 6.1 percent of the population identifies as Indigenous (Statistics Canada Census 2021). This includes members of Westbank First Nation (WFN) living on reserve lands, as well as Indigenous residents living throughout West Kelowna. Westbank First Nation plays a central role in the social, cultural, and economic life of the Westside, with its own governance, community plans, health and wellness programs, and service delivery systems. WFN planning documents and health and wellness priorities emphasize holistic well-being, cultural continuity, housing stability, elder care, and trauma-informed, culturally grounded services (WFN Comprehensive Community Plan; WFN Health and Wellness Plan). West Kelowna is also home to a growing immigrant population. In 2021, 13.5 percent of residents (4,835 people) were immigrants, and 9.8 percent reported a mother tongue other than English or French (Statistics Canada Census 2021). While linguistic diversity remains modest compared to larger urban centres, it is increasing, and newcomer households face many of the same affordability, transportation, and access challenges identified elsewhere in the community (Central Okanagan Foundation Vital Signs 2023).

The City of West Kelowna Housing Strategy (2023) highlights that population growth is outpacing the expansion of housing supply, infrastructure, and social supports. As a result, growth pressures are being felt across multiple systems, including: ● Transportation and transit capacity ● Parks, recreation, and public spaces ● Schools and childcare ● Health, mental health, and social services

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These trends have direct implications for community safety and well-being. Rapid growth without corresponding investments in infrastructure, services, and coordination can contribute to congestion, service gaps, social isolation, and increased visibility of unmet needs in public spaces. Understanding these population dynamics is critical to designing a CSWB Plan that is responsive to both current realities and future growth.

Social Determinants Shaping Safety and Well-being Households, Families, and Living Arrangements

West Kelowna has approximately 13,970 private households, with an average household size of 2.6 persons (Statistics Canada Census 2021). Most households are owner-occupied (82.6 percent), while renters account for 17.4 percent. This high ownership rate masks significant affordability pressures for renters and lower-income households. One-person households account for 2,865 households, while 11.6 percent of households are led by single parents (Statistics Canada Census 2021). These household types are disproportionately affected by housing cost burdens, childcare gaps, transportation barriers, and financial stress, all of which directly influence community safety and well-being (RDCO Regional Housing Needs Summary 2025; COF Vital Signs 2023). Housing Market and Affordability Pressures

Housing affordability is one of the most significant structural pressures affecting community safety and well-being in West Kelowna. Between 2016 and 2021, average rent increased from approximately $922 to $1,571, a nearly 70 percent rise, far outpacing income growth (Statistics Canada; City of West Kelowna Housing Strategy 2023). More recent CMHC data show average rents reached approximately $1,872 in 2024, with a vacancy rate of around 3.7 percent, indicating a tight rental market (CMHC Rental Market Report, October 2024). While most owner households are relatively stable, affordability pressures remain significant: 17.1 percent of owner households and 43.4 percent of renter households spend more than 30 percent of their income on shelter costs. Approximately 25 percent of renter households spend more than 50

percent of their income on housing, placing them at high risk of housing insecurity (RDCO Regional Housing Needs Summary 2025). These pressures intersect directly with homelessness, public safety concerns, and increased demand for emergency, health, and social services (City of West Kelowna Homelessness Response Summary 2025; Westside Sector Mapping Research 2025). Income, Employment, and Economic Conditions

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Median household income in West Kelowna is relatively high, estimated at approximately $99,000 (before tax) and $87,000 after tax (Statistics Canada Census 2021; Point2Homes). However, income distribution is uneven, and 7.0 percent of residents, or roughly 2,495 people, live below the Low-Income Measure After Tax (LIM-AT), including 7.8 percent of children, 6.0 percent of working-age adults, and 9.1 percent of seniors. The local labour force continues to grow, with 17,545 residents employed in 2021 and a labour force projected to increase substantially by 2040 (OCP Bylaw 300). However, unemployment remains a concern, particularly for youth, lower-income residents, and those facing health or housing instability (Statistics Canada Census 2021; Central Okanagan Poverty and Wellness Strategy). While West Kelowna is often perceived as an affluent community, rising costs of living are creating increasing vulnerability for specific population groups. Data from the City of West Kelowna Documents & Data Inventory (2025), combined with sector interviews, identify the populations most affected by affordability pressures: ● Seniors on fixed incomes, particularly those facing rising housing and transportation costs. ● Single-parent households, balancing childcare, housing, and employment demands. ● Indigenous families, who may experience compounded impacts related to housing, health, and systemic inequities. ● Youth and young adults, particularly those entering the housing and labour markets. ● Low-wage and seasonal workers in retail, hospitality, agriculture, and service sectors. Local charities and service providers report: ● Increased reliance on food programs and food banks. ● Growing demand for transportation assistance, particularly for medical and employment-related travel. ● Rising requests for crisis grants and short-term financial support.

These pressures contribute to housing instability, stress, and reduced access to services, all of which intersect directly with community safety and well-being outcomes.

Transportation and Mobility Transportation is a critical determinant of access to services, employment, recreation, and social connections. In 2021, 91.2 percent of employed residents relied on private vehicles for commuting, while only 2.1 percent used public transit (Statistics Canada Census 2021). Limited transit frequency, particularly in evenings and weekends, creates barriers for youth, seniors, and low-income residents, and contributes to isolation in neighbourhoods such as Glenrosa and Shannon Lake (UIC Westside Survey 2024; Central Okanagan Poverty and Wellness Strategy).

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Mental health and Substance Use Context Mental health and substance use challenges are a significant and escalating factor shaping community safety and well-being in West Kelowna and across the Central Okanagan. Interior Health’s Mental Health & Substance Use Trends Report (2024) documents: ● Sustained increases in emergency department visits related to mental health concerns, including anxiety, depression, suicidality, and acute crisis. ● Ongoing and widespread risk associated with the toxic drug supply, affecting people across age groups, income levels, and housing situations. ● Continued pressure on emergency, hospital, and community-based services due to insufficient upstream and early-intervention supports. Local system partners and City engagement reinforce these findings. Interviews with service providers, first responders, and business owners indicate: ● An increase in visible mental health crises in public spaces, including parks, commercial areas, and transit-adjacent locations. ● Limited access to timely counselling, crisis response, and recovery-oriented supports, particularly on the Westside. ● Growing strain on police, fire, bylaw, and paramedic services, which are frequently responding to mental-health-related calls that would be better addressed through health and social supports. These trends highlight a structural mismatch between community need and available local mental health and substance use services, with direct implications for community safety, perceptions of disorder, and system sustainability. Youth Well-being and Developmental Pressures Youth in West Kelowna are experiencing growing pressures related to mental health, belonging, mobility, and access to safe and welcoming spaces. Findings from the BC Youth Development Index

and Interior Health mental health trends identify youth mental well-being and connectedness as areas of increasing vulnerability across the region. Perceptions of safety among youth are strongly shaped by the built environment and transportation systems. Youth identified concerns related to poorly lit pathways, transit stops, and limited evening transportation options, particularly in areas farther from the urban core. Barriers to accessing recreation, arts, and informal gathering spaces were noted as contributing to isolation and reduced participation, especially for youth from lower-income households or those without reliable transportation (National Child Day Community Notes, 2025; School District 23 reports).

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Across engagement activities, youth consistently emphasized the importance of trusted adults, youth-friendly mental health supports, and culturally grounded spaces where they feel safe, respected, and heard. School District 23 data and provincial youth well-being research reinforce the role of belonging, positive relationships, and early intervention as protective factors. Together, these findings highlight the need for youth-centred, preventative approaches that integrate mental health supports, inclusive public spaces, and accessible transportation as core components of community safety and well-being in West Kelowna. Climate, Wildfire, and Emergency Resilience

Community safety and well-being in West Kelowna are also shaped by climate-related risks, including wildfire, smoke events, extreme heat, and evacuation pressures. These events disproportionately affect seniors, people with disabilities, people experiencing homelessness, and residents without reliable transportation or social supports. Fire and emergency services are increasingly responding not only to environmental emergencies, but also to the secondary impacts of displacement, stress, and social disruption. Partners emphasized that emergency preparedness, climate resilience, and social supports must be understood as interconnected safety issues, requiring coordination across emergency management, housing, health, and community services to reduce vulnerability before crises occur.

5. Community Engagement Findings

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This section synthesizes what we heard across engagement activities for the City of West Kelowna’s Community Safety and Well-being Plan. Input came from residents, businesses, community organizations, service providers, City departments, Indigenous partners, and people with lived and living experience. Findings reflect a shared understanding that safety is shaped by everyday conditions, not only by emergency response or enforcement. Across interviews, focus groups, surveys, staff sessions, and partner tables, participants consistently described safety as something that is either built or undermined through housing stability, access to mental health and basic supports, the design and activation of public spaces, equity and belonging, and the way systems work together or fail to do so. The six themes presented in this section emerged organically across engagement methods and partner groups. While each theme captures a distinct set of issues, participants emphasized that they are deeply interconnected and often experienced simultaneously. Housing instability, for example, is closely linked to food insecurity, mental health stress, public space concerns, and increased reliance on emergency services. Gaps in youth supports and community programming contribute to isolation and early warning signs of distress, which later surface as crisis response needs. System navigation challenges, including unclear roles, fragmented outreach, and digital and transportation barriers, cut across all themes and shape how and when people seek help. Together, these themes illustrate a clear message from the community: improving safety and well-being in West Kelowna requires upstream investment, coordinated systems, and a shared commitment to prevention, inclusion, and belonging. The following sections detail what was heard within each theme and highlight where small, strategic changes could have a significant impact. How Safety and Well-Being Are Understood in West Kelowna

Across all engagement activities, participants consistently described community safety and well-being as lived, everyday experiences rather than abstract concepts or response-based outcomes. Safety was not defined narrowly as the absence of crime or the presence of enforcement. Instead, safety was described as predictability, stability, and the ability to meet basic needs without fear, displacement, or escalation. Participants commonly associated safety with: ● Having a stable place to live and enough income to meet basic needs ● Being able to access food, washrooms, transportation, and health supports without crisis ● Feeling welcome and respected in public spaces ● Knowing who to call for help and trusting that the response will be appropriate and timely ● Experiencing consistent, non-judgmental support rather than repeated displacement or enforcement

Community well-being was described as the broader condition that allows safety to exist over time. Participants framed well-being as the cumulative effect of housing stability, physical and mental health, social connection, cultural belonging, and systems that work together rather than in silos. When these conditions are present, communities are better able to prevent harm, support early intervention, and respond constructively when challenges arise.

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Together, these definitions reinforce that safety and well-being are created upstream, through everyday systems, environments, and relationships, rather than solely through emergency response.

Overview of Key Themes Theme 1: Housing, Homelessness, and Basic Theme 2: Mental Health, Substance Use, and Health Services Needs

Theme 3: Community Safety in Public Spaces and Neighbourhoods

This theme reflects widespread concern about the growing gap between community need and available supports, particularly on the Westside. Limited access to timely, local mental health, substance use, and recovery services contributes to crisis escalation and increased reliance on RCMP, fire, bylaw, and paramedics. Youth mental health pressures were consistently identified as an early warning signal that is not being addressed early enough.

This theme highlights that perceptions of safety are shaped by predictability, presence, and shared expectations, not by isolated incidents. Participants emphasized that uncertainty about acceptable behaviour, who to call, and what response to expect contributes to frustration and escalation. Infrastructure gaps, nuisance fires, graffiti, vacant sites, and limited non-enforcement presence strongly influence how safe people feel in public spaces.

Theme 4: Children, Youth, Families, and Seniors

Theme 5: Equity, Reconciliation, and Belonging

Theme 6: Systems Coordination, Navigation, and Prevention

This theme emerged from consistent concerns about isolation and prevention gaps across the life course. Youth identified limited safe, welcoming, and low-cost spaces, transportation barriers, and mental health stress. Families reported accessing supports too late, while seniors cited mobility, transportation, and digital barriers that exacerbate isolation. Participants emphasized the importance of consistent community programming and neighbourhood-based supports.

This theme reflects that safety and well-being are not experienced equally. Indigenous participants and equity-denied groups described racism, discrimination, and cultural unsafety as barriers to accessing services and participating in community life. Participants emphasized reconciliation-in-action through Indigenous leadership, culturally grounded services, and collaboration with Westbank First Nation.

This theme ties together the system dynamics shaping all others. Participants described fragmented outreach, unclear roles, limited non-profit space, workforce burnout, transportation and digital barriers, and lack of shared data as obstacles to early intervention. Without coordinated navigation and prevention structures, systems default to crisis response rather than long-term solutions.

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This theme emerged as a foundational driver of pressures on community safety and well-being. Participants described housing instability, hidden homelessness, food insecurity, lack of daytime spaces, and missing basic infrastructure as interconnected conditions that push people into crisis and public spaces. Without consistent access to affordable housing, food, hygiene, and early stabilization supports, impacts ripple across neighbourhoods, businesses, and emergency services.

Theme 1. Housing, Homelessness, and Basic Needs Across interviews, focus groups, the community survey, and the desktop review, housing instability and unmet basic needs emerged as a foundational driver of many day-to-day safety and well-being pressures people experience in West Kelowna. Participants described a system where the community is attempting to manage the visible impacts of homelessness in public spaces. In contrast, the supports that would reduce those impacts, including appropriate housing options, basic day services, hygiene, storage, coordinated outreach, and clear pathways into care, are not consistently available on the Westside.

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Participants and service providers emphasized that housing instability on the Westside extends well beyond what is visible in public spaces. Many residents are experiencing hidden homelessness, including couch surfing, overcrowded or unsafe living arrangements, or housing that is financially unsustainable or at constant risk of eviction. Youth, in particular, were described as underrepresented in publicly available data despite experiencing high levels of instability. This invisibility delays intervention, increases reliance on informal coping strategies, and raises the likelihood that individuals and families will enter crisis before supports are accessed. People spoke about a cycle that keeps repeating: ● People lack stable housing or cannot access housing that meets their needs. ● With limited day spaces, hygiene options, and safe places to be, people spend time in public spaces. ● Public spaces then become the default setting for survival activities, including resting, meeting basic needs, coping, using substances, and seeking safety. ● Bylaw officers, emergency services, recreation staff, businesses, and the broader public are experiencing ongoing impacts, including complaints, conflicts, debris, health hazards, and rising tensions. ● Enforcement and displacement occur, but the underlying conditions remain unchanged, so the cycle recurs elsewhere. There was a strong and consistent message that this is not a “downtown problem” or an “individual behaviour problem.” Engagement data repeatedly linked community safety concerns to structural conditions of poverty, including housing affordability, income volatility, food insecurity, gaps in the service continuum, and limited coordination across agencies, levels of government, and systems.

Sub-theme 1.1: Not enough housing options across the full continuum What insights are surfacing

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Participants consistently described a shortage of appropriate housing options, particularly housing that is genuinely affordable, supportive, and matched to people’s needs. People experiencing homelessness and people supporting them noted that housing labelled as “low-income” is still priced out of reach for many, and that eligibility requirements screen out people who are working but still struggling, as well as those with barriers such as poor credit history or lack of rental references. The community survey reinforced this connection, linking visible safety concerns to housing insecurity and poverty, and identified housing expansion as a core focus for community safety and well-being. Details and patterns showing up

1) “Affordable” does not feel affordable in real terms ● People with lived and living experience said that housing costs labelled as “low-income” are still out of reach. ○ “Low-income housing is still far too expensive... all below $1,500 is not really low income.” - Service provider ○ This surfaced as both a financial gap and a definition gap: affordability targets do not align with what people can actually pay. 2) Qualification barriers exclude people who are working and still struggling ● Service providers described how income, credit, and rental requirements can block access even for working single parents and individuals in precarious employment. ○ “Beautiful new housing is being built, but income, credit and requirements mean even working single parents cannot qualify.” - Service provider ● This points to a mismatch between housing programs, labour market realities, and household finances. 3) Disability and income assistance are not keeping pace with rents ● Research and engagement data indicate that people receiving disability or income assistance are unable to afford rent while meeting basic needs. This also applies to seniors on fixed incomes. ● Participants also described compounding access barriers when critical benefits and supports are digital and challenging to navigate. ○ “People on income assistance or disability cannot cover rent and access extra benefits, because taxes or CPP are digital and inaccessible.” - Social sector partner

4) People end up in precarious, informal, or unsafe arrangements ● Participants referenced RVs, trailers, couch surfing, and unstable living situations as coping strategies when no other options are available. ○ “There are different rules for different people... It’s a very intense surrounding, but I have nowhere else to go.” - Person with lived experience ● These arrangements increase pressure on parks, parking areas, and informal sites, and can create conflict with enforcement and neighbours.

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5) The desktop review reinforces the housing gap as a structural issue ● Desktop review entries referenced rising rents, limited rental stock, and the need for land acquisition and expansion of non-market and supportive housing as part of the solution set. ● This aligns with participant input that prevention and system-building are required, not only response and enforcement. Sub-theme 1.2: Food security and basic affordability pressures What insights are surfacing

Across engagement activities and the desktop review, food security emerged as a growing, interconnected pressure that directly affects community safety and well-being. Participants consistently described food as one of the first household expenses to be reduced when housing costs rise, placing individuals and families in a constant trade-off between rent, utilities, transportation, and food. These affordability pressures were described as symptoms of broader poverty and income insecurity, rather than isolated budgeting challenges. Participants emphasized that food insecurity contributes to chronic stress, conflict within households, worsening physical and mental health, and delayed help-seeking until a crisis. For many residents, food insecurity is not a temporary experience but an ongoing condition that erodes stability and increases vulnerability across the life course. Details and patterns showing up

1) Rising food costs deepen poverty-related stress and instability ● Participants described the increasing cost of groceries as unsustainable for households already stretched by housing and transportation expenses. ● Even modest increases in food prices were described as having significant impacts on low-income households, reinforcing cycles of deprivation and stress rather than short-term hardship.

2) Food insecurity affects children, youth, and seniors in distinct but compounding ways ● Participants described youth skipping meals, struggling with concentration, and experiencing stigma when accessing food supports, which affects school participation and mental well-being. ● Seniors on fixed incomes reported reducing food intake or quality due to rising costs, which contributed to isolation, poor nutrition, and worse health.

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3) Transportation barriers on the Westside compound pose food access challenges ● Limited transit options and distance to affordable grocery stores were described as significant barriers for people without vehicles, seniors, and people with disabilities. Transportation costs further strain limited budgets and restrict access to food programs and community-based supports. 4) Reliance on emergency food supports signals structural affordability gaps ● Service providers described increasing reliance on food banks and community meals as ongoing supports rather than short-term bridges. Participants emphasized that while these services are essential, their sustained use reflects deeper affordability and income challenges that, if unaddressed, can escalate crises and increase pressure on emergency systems. Sub-theme 1.3: Basic day-to-day supports are missing for unhoused individuals, especially daytime spaces What insights are surfacing

A consistent insight is that West Kelowna lacks sufficient low-barrier daytime options where people can live safely and access basic supports without being displaced. Participants framed day space not as an optional service, but as a stabilizing component of the system that supports early intervention and reduces harm for everyone. Without consistent daytime spaces, people are pushed into public areas, conflicts increase, and opportunities for early stabilization and shelter diversion are missed. Participants emphasized that daytime spaces are a critical entry point for shelter diversion and early stabilization. When accessible spaces exist, people can connect to supports such as emergency financial assistance, landlord mediation, family reunification where safe, transportation to treatment or recovery, and rapid access to basic needs. In the absence of these spaces, individuals and families are more likely to lose housing, cycle through public spaces, and enter costly, disruptive, and difficult-to-exit emergency systems.

Details and patterns showing up 1) “Nowhere to go during the day” is a core driver of public space conflict ● Emergency services and City staff described how the absence of day spaces directly contributes to people being in alleys, parks, and commercial areas. ○ “There is a major gap in a suitable place for homeless people to go. With nowhere to go…residents take the brunt of the mess and associated complaints.” - City staff ● It was also described how nearby residents and businesses then carry the impact through repeated complaints and cleanups.

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2) People with lived experience of homelessness described a simple need: a place to be ● Participants described wanting a place to sit, a coffee, and not being repeatedly moved along. ○ “West Kelowna has no daytime drop in... there’s nowhere just to be, have a coffee, and not get moved along.” - Person with lived experience ● This speaks to dignity, social connection, and stabilization, not only service delivery. 3) Daytime services have been difficult to sustain due to stigma and location barriers ● One organization previously operated a drop-in in the Westbank Urban Centre but discontinued it, citing stigma and a landlord misunderstanding. ● This highlights that the challenge is not only funding but also land use, community acceptance, and social conditions that enable services to operate. 4) Current shelter program design pushes people into public spaces if they do not have a permanent space ● Recreation staff noted that individuals using shelter-based MAT programs must leave during the day, creating predictable visibility and public frustration when no alternative space exists. 5) Daytime spaces support shelter diversion and early stabilization ● Participants noted that when people have access to consistent, low-barrier daytime spaces, outreach and service providers can build relationships and connect individuals to diversion supports before situations escalate. ● These include short-term financial assistance, mediation with landlords or family members, transportation to treatment or recovery, and rapid access to food, hygiene, and health supports. Without these entry points, diversion efforts are fragmented or impossible.

Sub-theme 1.4: Hygiene, washrooms, and basic infrastructure are a daily pressure point What insights are surfacing Engagement data repeatedly named hygiene access as both a dignity issue and a public health issue. The absence of public washrooms, showers, and laundry facilities creates unsanitary conditions in public spaces. It puts businesses, staff, and residents in constant conflict over what should happen and who is responsible.

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Details and patterns showing up 1) Public washrooms are seen as essential infrastructure ● Bylaw emphasized practical design features: durable facilities, safety, and controlled access models. ○ “There is a need for a simple, durable public washrooms model with controlled access (e.g., keys for staff or Bylaw).” - Bylaw officer ● This suggests that the issue is not just “build washrooms,” but “build washrooms that can function in real conditions.” 2) People described hygiene access as a basic service gap ● People with lived experience of homelessness consistently named showers, laundry, toilets, and basic care as urgent needs. 3) Westside residents are travelling to Kelowna for showers and laundry ● Unhoused individuals described relying on the Metro Hub in Kelowna, requiring long waits and early arrival, creating inequity for those without transportation or mobility. 4) Hygiene gaps increase pressure on public spaces and staff ● When hygiene needs cannot be met privately, public spaces absorb the impact, increasing complaints, enforcement, and conflict. Sub-theme 1.5: Displacement and “moving people along” does not resolve the problem What insights are surfacing

A repeated insight across engagement is that current responses often shift issues from one location to another rather than resolving underlying needs. Participants described this as exhausting for staff, frustrating for residents and businesses, and destabilizing for people experiencing homelessness. While outreach supports exist on the Westside, participants emphasized that they are uneven, fragmented, and not consistently connected to pathways for housing, health, and basic needs. As a result, displacement frequently occurs without a clear or coordinated follow-up, reinforcing the cycle of visibility, enforcement, and relocation.

Details and patterns are showing up 1) Displacement is often a default response when supports are limited ● City staff and emergency services described “move people along” approaches as the primary available tool when there is nowhere appropriate to refer people. ○ “Current practice is to report encampments and ‘move people along, which simply shifts issues from site to site.” - Social sector partner ● This highlights a system design issue: when stable housing, day space, and coordinated outreach are unavailable, displacement becomes the default response.

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2) Outreach supports exist but are not coordinated or do not cover all needs ● Participants acknowledged outreach efforts by non-profit organizations, Indigenous-led initiatives, health partners, and municipal staff. However, outreach coverage was described as inconsistent across locations and times, with varying mandates and limited shared protocols. ● Some individuals receive repeated contact, while others receive little or no engagement. ● Outreach was often described as focused on short-term check-ins rather than sustained, relationship-based support linked to housing, income, food, hygiene, or health care pathways. 3) People with lived experience described enforcement as constant and destabilizing ● People with lived experience described frequent enforcement contact and repeated relocation, even when no alternative place to go exists. ○ “Minute you turn your back, bylaw’s right there…” - Person with lived experience ○ “It feels very militant...” - Person with lived experience ● These experiences increase distrust and make engagement with services more difficult. 4) Fragmented outreach contributes to enforcement and emergency response cycles ● When outreach is inconsistent or unable to meet needs, people remain in public spaces without support, leading to increased complaints, enforcement actions, and emergency calls. ● Participants emphasized that coordinated outreach, paired with day space and shelter diversion, could interrupt this cycle earlier and reduce pressure on frontline systems.

Sub-theme 1.6: Public spaces, businesses, and frontline staff are absorbing the impacts What insights are surfacing Participants described the ripple effects of housing and basic needs gaps across public spaces, recreation facilities, and business environments. While there were differing views on preferred approaches, there was consistent agreement that the current reality puts frontline staff in difficult situations and leaves businesses and residents unclear about what to do, whom to contact, and what to expect.

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Details and patterns showing up

1) Local business staff and City staff are being forced to manage situations beyond their role ● Businesses and community facilities described staff being confronted with complex situations and having to decide who to call for support. ○ “Young lifeguards at Johnson Bentley are regularly confronted with situations and are unsure of what to do or who to call.” - Social sector partner ● Participants described how City staff, including parks, public works, and facilities teams, are increasingly encountering situations where they feel unsafe performing routine duties such as maintenance, cleaning, inspections, and repairs. ● Staff described hesitating to enter certain areas alone, delaying or avoiding tasks, or requiring additional support to complete basic work. ● These safety concerns affect the City’s ability to maintain public spaces as intended and contribute to staff stress, burnout, and operational inefficiencies. 2) Public complaints and cleanup demands grow when basic infrastructure is missing ● This links directly back to day spaces and washrooms: the absence of appropriate places to be and to meet basic needs increases visible impacts in parks, bus stops, and commercial areas, which in turn increases complaints and cleanup cycles. 3) Survey data highlights that visible disorder is closely tied to perceived safety ● Survey insights described residents connecting visible crime, open drug use, and encampments to reduced feelings of safety. ● This matters because perception drives behaviour: where people go, whether they use parks, whether they feel welcome downtown, and how much tension exists between groups.

Theme 2: Mental Health, Substance Use, and Health Services Mental health and substance use challenges are a significant and escalating factor shaping community safety and well-being in West Kelowna. Participants described a structural mismatch between the level of need and the availability of timely, local mental health and substance use supports on the Westside.

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When counselling, crisis response, or recovery-oriented services are unavailable or difficult to access, situations can escalate to the point that emergency intervention is required. As a result, RCMP, fire, bylaw, and paramedic services are increasingly responding to mental-health-related calls that would be better addressed through health and social supports. This dynamic reinforces a crisis-driven system and places growing strain on emergency responders. Sub-theme 2.1: Mental health needs are increasing, while access remains limited What insights are surfacing

Across all engagement groups, participants described a clear increase in mental health needs, including anxiety, depression, trauma, psychosis, and co-occurring conditions. These needs were described as affecting people across the lifespan, including youth, adults, and seniors, and cutting across housing status and income levels. At the same time, access to timely mental health care was described as extremely limited. Long waitlists, eligibility thresholds, and short-term service models were repeatedly cited as barriers, particularly for people with moderate but escalating needs who do not yet meet crisis criteria. Details and patterns showing up

1) Long wait times create crisis-driven access ● Participants described people waiting months for counselling, psychiatric assessment, or follow-up care. ○ “By the time someone qualifies, things have already gone sideways.” - Social sector partner ● This delay often results in people deteriorating until they reach crisis thresholds. ○ “People don’t get help until they’re in full crisis.” - Service provider 2) Services are often time-limited and not trauma-informed ● Stakeholders described short-term counselling models that do not reflect the complexity of trauma, addiction, or chronic mental health conditions. ● People spoke about being discharged before they felt stable. ○ “Six sessions doesn’t touch the kind of trauma people are dealing with.” - Service provider

○ “You finally open up, and then the support ends.” - Person with lived experience

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3) Youth mental health was raised as a growing concern ● Schools, recreation staff, and community members noted increased anxiety, self-harm, and emotional distress among youth. ○ “We’re seeing much higher levels of anxiety and distress in youth than we used to.” Service provider ● Current youth mental health supports on the Westside include school-based counselling, community counselling services, crisis lines, and recreation-based programs that support protective factors such as connection and belonging. However, participants identified significant barriers, including long waitlists, limited after-hours availability, transportation challenges, eligibility thresholds, and difficulties navigating multiple systems. ● Youth and families emphasized the need for earlier intervention, trusted adults outside crisis settings, culturally safe, youth-friendly spaces, and clearer pathways to support before stress escalates to emergency levels. Sub-theme 2.2: Substance use is increasingly visible and tied to unmet health needs What insights are surfacing

Participants consistently described substance use as both more visible and more complex than in the past. Many linked increased visibility to changes in the drug supply, lack of safe consumption options, and limited access to treatment and recovery supports on the Westside. Rather than framing substance use as a moral or enforcement issue, many participants described it as a health issue that is showing up in public because there are few other places for people to go. Details and patterns showing up

1) The toxic drug supply is increasing harm ● Participants referenced overdoses, unpredictable drug potency, and heightened risk. ○ “People are using stronger, more unpredictable drugs.” - Social sector partner ○ “It’s not the same drug scene it was years ago.” - Emergency services provider ● The absence of local harm reduction services was described as increasing danger. 2) Lack of local harm reduction options pushes use into public spaces ● Without supervised or safer options, people use in parks, washrooms, and alleys. ○ “If there’s nowhere safe to use, people will use wherever they can.” - Person with lived experience ○ “We’re finding needles in places they don’t belong.” - Social sector partner ● This increases risk for users and visibility for the community.

3) Treatment and recovery options are limited and difficult to access ● Detox, residential treatment, and recovery housing were described as scarce, especially locally. ○ “There’s nowhere nearby for detox.” - Indigenous partner ○ “People leave for treatment and come back with no support.” - Service provider ● People often must leave the Westside to access services, disrupting relationships and continuity.

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Sub-theme 2.3: Co-occurring mental health and substance use needs are not well supported What insights are surfacing

Participants repeatedly emphasized that mental health and substance use cannot be separated in practice, yet services are often siloed. People with concurrent disorders were described as falling between systems, being deemed “too complex” or “not stable enough” for certain programs. This gap was identified as a major driver of repeated crisis interactions and enforcement involvement. Details and patterns showing up

1) People are often screened out due to complexity ● Eligibility criteria were described as rigid, excluding people with both mental health and substance use challenges. ○ “If you have both, you don’t fit anywhere.” - Social sector partner ● This leaves few options beyond emergency response. ○ “You’re either too high-risk or not sick enough.” - Person with lived experience 2) Emergency departments become the default ● When other options are unavailable, people are taken to hospital emergency departments. ○ “ER is the only door that’s always open.” - Emergency services provider ● Discharge often occurs without adequate follow-up or housing stability. ○ “They’re discharged right back into the same situation.” - Social sector partner 3) Frontline workers described burnout and moral distress ● Repeated crisis response without long-term resolution was described as emotionally draining. ○ “It’s the same people, the same calls, over and over.” - Emergency services provider ● Staff expressed concern about safety, effectiveness, and sustainability.

Sub-theme 2.4: Accessing health services is complicated, fragmented, and inequitable What insights are surfacing Participants described the health system as challenging to navigate, particularly for people without stable housing, transportation, digital access, or advocacy support. Many cited missed appointments, lost referrals, and inability to follow through due to systemic barriers, not a lack of motivation.

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Details and patterns showing up 1) Transportation and geography create access barriers ● People described challenges getting to Kelowna for appointments. ○ “If you don’t have a car, you miss appointments.” - Person with lived experience ○ “Everything’s in Kelowna.” - Social sector partner ● Missed appointments can result in discharge or loss of access. 2) Digital systems exclude people ● Booking systems, benefits, and follow-up processes were described as increasingly online. ● This disadvantages people without phones, data, or digital literacy. ○ “Everything’s online now, but not everyone has a phone.” - Social sector partner 3) Primary care access is limited ● Participants described difficulty finding family doctors or consistent care. ● Lack of primary care increases reliance on emergency services. ○ “People don’t have a doctor, so they wait until it’s urgent.” - Resident

Sub-theme 2.5: First responders are carrying responsibility for health crises beyond their mandate What insights are surfacing

Police, Bylaw, fire, and emergency medical services described responding frequently to mental health and substance use crises. Many noted that they are often the first or only responders available, even when the situation is primarily health-related. There was strong agreement that crisis response is necessary but insufficient as a long-term strategy. Details and patterns showing up 1) First responders are frequently called to non-criminal health situations ● Calls related to wellness checks, overdoses, and mental health crises were common.

● Responders expressed concern about being the default option. ○ “We’re responding to health issues, not crimes.” - Emergency services provider 2) Limited alternatives increase reliance on enforcement ● Without mobile crisis teams or 24/7 health-based options, enforcement steps in to fill the gap. ○ “There’s nowhere else to call after hours.” - Local business owner ● This can escalate situations unintentionally.

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3) Repeated crisis response without follow-up creates a loop ● Responders described seeing the same individuals repeatedly. ○ “We stabilize, but there’s nowhere for people to land.” - Service provider ● This reinforces the perception that the system is stuck in reaction mode. Sub-theme 2.6: Cultural safety, trust, and continuity matter What insights are surfacing

Participants emphasized that trust, cultural safety, and continuity of care are critical to effective mental health and substance use support. Indigenous participants and service providers highlighted the importance of culturally grounded approaches and the harm caused when services are inconsistent or abruptly end. Details and patterns showing up

1) Indigenous-led and culturally safe services fill critical gaps ● Indigenous-led supports were described as trusted and effective ○ “People trust Indigenous-led spaces in a way they don’t trust institutions.” - Person with lived experience ● However, these services were often described as under-resourced or precarious. 2) Inconsistent services undermine trust ● When programs close or change, people disengage, and this contributes to the reluctance to seek help again. ○ “When a service disappears, people don’t come back.” - Service provider 3) Continuity of relationships matters as much as service availability ● Participants emphasized that being known and remembered by providers makes a difference. ○ “Having someone who knows your story matters.” - Person with lived experience ● Short-term or rotating staff models were seen as less effective.

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Theme 3: Community Safety in Public Spaces and Neighbourhoods Community safety in public spaces and neighbourhoods emerged as a central concern across engagement activities, particularly regarding how people experience everyday environments such as Main Street, the transit loop, parks, pathways, and commercial areas. Participants consistently described safety as something that is felt in daily routines, waiting for the bus, walking after dark, sitting in a park, or accessing services, rather than only measured through crime statistics.

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While participants acknowledged that serious incidents are relatively limited, there was widespread agreement that perceptions of safety are declining in specific locations, driven by visible disorder, poor infrastructure, and a lack of consistent presence or response. These perceptions were not evenly distributed. Women, youth, seniors, and people with mobility challenges described feeling particularly vulnerable, and people who rely on public transportation or walkability reported fewer options to avoid unsafe areas. Participants emphasized that the design, activation, and maintenance of public spaces strongly shapes perceptions of safety. Well-lit, active, and welcoming environments support informal guardianship, reduce fear, and encourage positive social interaction. In contrast, poorly lit areas, inactive spaces, and unclear expectations contribute to discomfort and avoidance, even in the absence of serious crime. Businesses and residents noted that perceived disorder, whether or not it reflects actual harm, influences how safe people feel and how willing they are to use public spaces. Sub-theme 3.1: Safety concerns are concentrated in specific, high-use locations What insights are surfacing

Participants consistently identified Main Street and the transit loop as locations where safety concerns are most pronounced. These areas were described as highly visible, heavily used, and poorly equipped to manage the volume and complexity of activity occurring there. Rather than feeling unsafe across the entire community, many participants reported avoiding specific places or adjusting their routines to minimize exposure. Details and patterns showing up

1) Main Street is experienced as unpredictable ● Businesses, residents, and transit users described loitering, open substance use, and occasional aggressive behaviour as contributing to an environment that can shift quickly from calm to tense. The lack of predictability, rather than specific incidents alone, was cited as a key source of discomfort. ○ “Main Street feels chaotic at times. You don’t know what you’ll encounter.” – Resident ○ “Customers don’t linger anymore.” – Local business owner

● This unpredictability contributes to avoidance behaviours, particularly in the evenings and during quieter business hours, which in turn affects economic activity and street vitality.

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2) The transit loop is a focal point for safety concerns ● Bus stops were repeatedly named as sites where safety concerns are most visible, especially for people waiting for extended periods. The concentration of people with few alternatives, combined with limited amenities, increases discomfort and vulnerability. ○ “The transit loop is where people feel most uncomfortable.” – Resident ● Long wait times, lack of shelter, and limited seating increase exposure to weather, visible disorder, and tense interactions. 3) High visibility increases tension ● When issues are concentrated in central, high-use locations, they shape broader perceptions of community safety. Participants noted that even localized challenges feel widespread when they occur in prominent areas that many people pass through daily. Sub-theme 3.2: Infrastructure gaps directly affect safety and behaviour What insights are surfacing

Participants were clear that safety concerns are amplified by missing, inadequate, or poorly maintained infrastructure, including lighting, waste and sharps disposal, public washrooms, and basic environmental design. These gaps increase health and fire risks, heighten the visibility of disorder, and contribute to conflict between different users of public spaces. Participants emphasized that many safety issues are predictable outcomes of infrastructure gaps rather than intentional or malicious behaviour. Details and patterns showing up

1) Poor lighting reduces perceived and actual safety ● Dimly lit sidewalks, parks, and transit areas were frequently identified as places people avoid after dark. ● Poor lighting increases fear, limits visibility, and heightens anxiety, particularly for women and seniors. ○ “Lighting makes a huge difference in whether people feel safe.” – Resident 2) Lack of bins and sharps disposal leads to hazardous debris ● Participants described encountering needles, garbage, and human waste in public spaces, particularly near transit areas and parks. ● The lack of appropriate disposal options was considered a predictable contributor to these hazards.

○ “If there were proper sharps containers, this wouldn’t keep happening.” – Person with lived experience ● These conditions affect families, frontline staff, and maintenance crews, and increase cleanup demands and public concern.

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3) Absence of public washrooms creates predictable problems ● Without accessible washrooms, people are forced to meet basic needs in unsafe or inappropriate locations, such as alleys, doorways, or parks. ○ “This is a hygiene and dignity issue, not just a safety one.” – Social sector partner ● This contributes to complaints, stigma, and repeated enforcement interactions, without resolving underlying needs. 4) Nuisance fires raise safety risks and strain emergency response ● Fire services raised concerns about an increase in nuisance fires in public spaces, including small open flames used for warmth, cooking, or disposal of materials. While often not intended to cause harm, these fires create significant safety risks, particularly near buildings, vegetation, and infrastructure. ● Participants emphasized that nuisance fires are closely linked to the absence of safe alternatives, such as warming spaces, daytime facilities, and appropriate waste disposal, and that repeated responses place additional strain on fire services. 4) Graffiti and property damage signal neglect and contribute to fear ● Participants described graffiti and minor property damage as contributing to a sense of disorder and neglect in certain areas. While not always associated with serious crime, these visible signs were described as affecting perceptions of safety, discouraging use of public spaces, and increasing calls for enforcement. ● Participants emphasized that timely maintenance, activation, and care of public spaces can reduce escalation and support a greater sense of shared responsibility. Sub-theme 3.3: Vacant and underused sites become safety hotspots What insights are surfacing

Vacant buildings, empty lots, and underused spaces were repeatedly identified as locations where safety concerns escalate. These sites were described as lacking oversight, lighting, and regular use, making them natural gathering points and sources of unease. Details and patterns showing up 1) Vacancy creates an opportunity for unsafe activity ● Vacant sites were linked to drug use, dumping, and encampments, particularly when properties remain unused for extended periods.

○ “Once a building sits empty, issues start showing up.” – Local business owner 2) Lack of activation reduces informal safety ● Spaces without regular foot traffic or legitimate activity feel less safe and are more likely to be avoided. ○ “Nobody’s watching, so anything can happen.” – Resident ● Avoidance reduces natural surveillance and reinforces isolation.

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3) Nearby residents feel the impacts ● Safety concerns associated with vacant sites often spill into surrounding streets and neighbourhoods, increasing anxiety and frustration among nearby residents. Sub-theme 3.4: Women, youth, and seniors experience safety differently What insights are surfacing

Safety concerns are not evenly experienced across the community. Women, youth, and seniors consistently described feeling less safe in public spaces, particularly where substance use, aggressive behaviour, or unpredictability is visible. Details and patterns showing up

1) Women adjust their behaviour to feel safer ● Women described avoiding specific routes, limiting evening activities, and altering daily routines to reduce perceived risk. Fear of harassment or confrontation was frequently cited. ○ “I won’t walk there alone anymore.” - Resident 2) Youth experience tension between visibility and safety ● Youth described feeling unsafe due to volatile situations while also feeling over-policed or unwelcome simply for gathering in public spaces. ○ “You don’t feel like you belong anywhere.” - Person with lived experience 3) Seniors feel vulnerable due to pace and unpredictability ● Fast-moving or erratic behaviour was described as especially intimidating for seniors, who may have limited ability to respond quickly.

Sub-theme 3.5: Mobility and accessibility challenges increase risk for seniors What insights are surfacing Participants highlighted that seniors and people with mobility challenges experience safety through an accessibility lens. Uneven sidewalks, lack of benches, poor crossings, and long distances between rest points increase physical risk and anxiety. Details and patterns showing up

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1) Inadequate sidewalks and crossings create hazards ● Fear of falls and near misses was commonly reported, particularly when navigating uneven surfaces or crossing busy areas. ○ “If you can’t move quickly, you feel stuck.” - Senior resident 2) Lack of benches reduces independence ● Without places to rest, seniors avoid longer trips or public outings altogether. This limits social connection and access to services. 3) Transit access and wait conditions matter ● Standing for long periods at bus stops, especially without shelter or seating, increases fatigue, physical strain, and anxiety. Sub-theme 3.6: Safety is shaped by predictability, presence, and shared expectations What insights are surfacing

Participants consistently reported that safety concerns escalate when expectations and responses are unclear. The issue was less about a single behaviour and more about uncertainty: about what is acceptable in public spaces, whom to contact for non-emergency concerns, and whether the response will be appropriate and timely. This lack of predictability contributes to frustration, repeated complaints, and escalating tensions, placing frontline staff in the position of improvising responses rather than working within a shared, coordinated approach. Details and patterns showing up 1) Unclear rules and expectations create additional strain ● Participants described uncertainty about acceptable behaviour in public spaces, including loitering, substance use, and use of parks and sidewalks. This lack of clarity fuels complaints and inconsistent enforcement. ○ “No one knows what the rules are anymore.” - Person with lived experience

● Residents and businesses are often unsure who to contact for non-emergency safety and well-being concerns, leading to delayed or inappropriate calls. 2) People are unsure who to contact or what response to expect ● Residents and businesses reported uncertainty about whether to call Bylaw, RCMP, outreach services, or other agencies, particularly for non-emergency situations. ○ “You don’t know who to call when it’s not an emergency.” - Local business owner

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3) Inconsistent responses undermine trust and confidence ● Participants described different outcomes for similar situations depending on who responds, the time of day, or the location. This inconsistency reduces confidence in the system. 4) Non-enforcement presence is seen as calming and preventative ● Participants noted that in areas with no consistent staff, outreach, or ambassador presence, issues tend to escalate more quickly. ● Where outreach workers or regular staff were present, participants reported fewer conflicts and better outcomes. ○ “When someone’s there just to help, things don’t blow up.” - Social sector partner

Theme 4: Children, Youth, Families, and Seniors Children, youth, families, and seniors were consistently identified as groups experiencing growing pressure in the community, often in ways that are less visible than other safety concerns but no less impactful. Participants described challenges that emerge across the life course, from youth lacking safe, welcoming, and affordable places to gather, to families accessing support only after issues have escalated, to seniors facing compounding barriers to mobility, transportation, and digital access.

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Across age groups, social isolation surfaced as a shared and intensifying concern. While the drivers of isolation differ by age and circumstance, participants emphasized that reduced access to informal connections, consistent programming, and easy-to-navigate supports contribute to declining well-being, increased stress, and missed opportunities for prevention. Many supports and programs do exist, particularly in recreation, arts, culture, and youth services. However, participants described these as unevenly distributed, difficult to access, or inconsistent over time, limiting their ability to serve as a reliable prevention infrastructure. Participants repeatedly emphasized that safety and well-being for children, youth, families, and seniors are shaped less by crisis response and more by everyday access to connection, belonging, and early support. Sub-theme 4.1: Youth lack safe, welcoming, and low-cost spaces What insights are surfacing

Participants consistently described a lack of safe, inclusive, and affordable spaces for youth to gather, socialize, and engage in positive activities. Youth were described as having limited options beyond school, home, or highly structured programs, with few informal spaces where they feel welcomed rather than monitored, displaced, or viewed as a problem. At the same time, participants highlighted strengths in existing youth programming, particularly in recreation, the arts, and community-based initiatives. Where programs are available, youth described them as positive, supportive, and protective. The challenge is not a lack of good ideas, but gaps in access, affordability, consistency, and coverage for different groups of youth. Details and patterns showing up 1) Youth have limited places to gather without being moved along ● Youth described being discouraged or displaced when spending time in public spaces such as parks, commercial areas, or transit hubs. ○ “There’s nowhere to go without being told to leave.” – Youth participant

2) Cost is a significant barrier to participation ● Many recreational, cultural, and social activities were described as unaffordable for youth and families, limiting access to positive outlets. ○ “If it costs money, a lot of kids just don’t go.” – Service provider

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3) Informal, youth-friendly spaces are limited ● Participants emphasized that while structured programs are valuable, youth also need low-pressure spaces to connect socially. Youth often take the bus to Kelowna to walk along the shops and cafes, or hang out in the mall. ● Without designated youth-friendly spaces, young people gather in more visible public areas, which can increase complaints and enforcement interactions. ○ “They’re not causing trouble, they just don’t have anywhere else.” – Recreation staff 4) Specific groups of youth face additional barriers ● Participants identified gaps for older youth, youth with disabilities, Indigenous youth, 2SLGBTQIA+ youth, and youth without strong family support. ● Transportation, cultural safety, and affordability were cited as compounding barriers for these groups, with some youth noting they must pay $6 daily to take the public bus to school. 5) Consistency matters as much as availability ● Programs that run sporadically or rely on short-term funding were described as less effective at building trust and connection. ● Youth emphasized the importance of knowing that spaces and programs will be there week after week Sub-theme 4.2: Families often receive support too late What insights are surfacing

Participants described a system where families frequently access support only after challenges have escalated into a crisis. Early supports for parenting, mental health, financial stress, and family well-being were described as limited, fragmented, or difficult to access, particularly for families navigating multiple pressures. Details and patterns showing up 1) Early intervention supports are difficult to access ● Families described long waitlists and unclear pathways for counselling, parenting support, and family services.

○ “By the time families get help, things are already at a breaking point.” – Social sector partner 2) Multiple stressors compound before support is offered ● Participants noted that housing instability, cost-of-living pressures, and mental health challenges often intersect, increasing family strain. ○ “It’s never just one issue.” – Service provider

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3) Prevention-oriented supports are overshadowed by crisis response ● Support systems were described as responding once harm has occurred rather than preventing escalation. ○ “We’re set up to react, not prevent.” – Service provider 4) Caregiver strain is largely invisible ● Unpaid caregivers, particularly women, were described as carrying increasing responsibility for children, seniors, and family members with disabilities, often without adequate support. This strain contributes to burnout, conflict, and delayed help-seeking. 5) Family and intimate partner violence is a hidden issue ● Family violence and intimate partner violence were identified as safety issues that often remain hidden until crisis. ● Participants described fear of escalation, lack of discreet local options, transportation barriers, and uncertainty about where to seek help as factors that delay access to support. Sub-theme 4.3: Seniors face mobility, transportation, and digital access barriers What insights are surfacing

Seniors described intersecting barriers that limit participation, independence, and access to services. Mobility challenges, transportation gaps, and increasing reliance on digital systems were consistently identified as drivers of isolation and reduced well-being. Details and patterns showing up

1) Mobility barriers limit participation and independence ● Uneven sidewalks, lack of benches, and distance between services make it difficult for seniors to move safely through the community. ○ “If you can’t walk comfortably, you just stop going places.” – Senior participant 2) Digital systems exclude some seniors ● Online booking, forms, and service navigation were described as barriers for seniors without digital skills or access. There was a desire for paper-based communications.

○ “Everything is online now, and not everyone can do that.” – Service provider 3) Transportation challenges compound access issues ● Limited transit frequency, long wait times, and a lack of evening or weekend options restrict access to appointments, recreation, cultural activities, and social connections. ○ “Getting there is half the challenge.” – Senior resident

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4) Loss of connection affects well-being ● There are existing programs for seniors to meet weekly, for those who can attend safely. ● Participants emphasized that reduced access to recreation, arts, culture, and community events contributes to loneliness and declining mental health among seniors. Sub-theme 4.4: Social isolation is increasing across age groups What insights are surfacing

Social isolation emerged as a cross-cutting issue affecting children, youth, families, and seniors. While experienced differently across the life course, isolation was consistently linked to reduced resilience, increased anxiety and depression, and greater vulnerability during times of stress. Details and patterns showing up

4) Youth and seniors experience isolation differently but similarly ● Youth described feeling disconnected from community spaces and decision-making, while seniors described shrinking social networks and reduced mobility. ○ “You don’t really feel connected to the community.” – Youth participant 5) Families experience isolation under stress ● Families facing financial strain, caregiving demands, or mental health challenges described pulling back from community life. ○ “When you’re overwhelmed, you stop reaching out.” – Family support worker 6) Isolation increases vulnerability and mental health challenges ● Participants consistently linked isolation to worsening mental health and reduced ability to cope with challenges. ○ “Isolation makes everything harder.” – Health partner

Sub-theme 4.5: Recreation, arts, culture, and consistent programming are essential prevention infrastructure but are under-resourced What insights are surfacing Participants emphasized that recreation, arts, culture, and community events play a critical role in prevention by building belonging, connection, and identity. These activities were described not as optional amenities, but as foundational infrastructure that supports safety and well-being across the life course.

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Participants consistently emphasized that prevention-focused services for children, youth, families, and seniors are undervalued and under-resourced relative to crisis response. Programs that build connection, resilience, and early support were described as fragile, time-limited, or reliant on short-term funding. Details and patterns showing up

1) Recreation and cultural programs are protective when accessible, but prevention programs lack sustainable funding ● Participants highlighted the positive impact of recreation, arts, and cultural programming for youth, families, and seniors, particularly when programs are affordable and inclusive. ● Families noted the ability to use free facilities such as the splash pad and ongoing City events such as Westside Days as essential elements in creating connection. 2) Consistency matters more than one-off events ● Programs that occur regularly were described as more effective at building trust, routine, and connection than occasional or short-term offerings. 3) Neighbourhood-based programming increases access and connection ● Participants emphasized the value of programs located near schools, community centres, and neighbourhood hubs, which reduce transportation barriers and increase participation. ● Neighbourhood associations noted the positive impacts that came from neighbourhood-specific grant funding that can support hyper-local connections and events, however there is currently no local grant stream to support this. 4) Gaps remain for specific populations ● Despite strengths, participants identified gaps in programming for older youth, people with disabilities, Indigenous residents, low-income families, and those without access to transportation.

Sub-theme 4.6: Navigation and coordination challenges affect families and seniors most What insights are surfacing Participants described difficulty navigating services as a significant barrier for families and seniors, particularly when supports are fragmented across organizations and systems. A lack of clear information and coordination increases stress and delays access to support. Details and patterns showing up

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1) Families struggle to know where to start and getting access ● Participants reported confusion about eligibility, referrals, and service pathways, particularly when managing multiple needs simultaneously. ● It was noted that, although Johnson Bentley offers strong programming, securing a spot can be difficult due to high demand. 2) Seniors rely on informal supports to navigate systems ● Without family or advocates, seniors struggle to access services. ○ “If you don’t have someone helping you, it’s really hard.” – Service provider

3) Fragmentation increases burnout and disengagement ● Repeated referrals and retelling of stories discourage people from seeking help. ○ “People give up before they get what they need.” – Community partner

Theme 5: Equity, Reconciliation, and Belonging Across engagement activities, participants emphasized that community safety and well-being are not experienced equally by all residents. Equity, reconciliation, and belonging emerged as foundational conditions shaping whether people feel safe accessing services, participating in public life, and seeking help before a crisis. Participants consistently noted that experiences of racism, discrimination, stigma, and cultural unsafety undermine trust in systems and contribute to delayed help-seeking, increased vulnerability, and poorer outcomes.

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This theme reflects both the lived experiences of equity-denied groups and the structural conditions that shape access to housing, health care, social supports, and public space. Participants emphasized that without addressing equity and reconciliation as core components of community safety, other interventions risk reinforcing exclusion rather than reducing harm. Sub-theme 5.1: Stigma and discrimination undermine safety and access to support What insights are surfacing

Participants described stigma as a persistent barrier that affects how people are treated in public spaces, how services are delivered, and whether supports are available at all. Stigma was described not only in relation to people experiencing homelessness or substance use, but also toward youth, Indigenous residents, people living with disabilities, people experiencing poverty, and those perceived as “out of place” in specific neighbourhoods or facilities. Details and patterns showing up

1) Stigma shapes how people are treated in public spaces ● Participants described being watched, judged, or assumed to be disruptive or dangerous based on appearance, housing status, substance use, or disability. ○ “People look at you like you’re the problem.” – Person with lived experience ● These experiences were reported across multiple public settings, including parks, commercial areas, transit hubs, and service locations. ● When behaviours associated with poverty, homelessness, or mental health are viewed primarily through a lens of nuisance or risk, responses tend to default to enforcement rather than support, reinforcing cycles of displacement. 2) Discrimination discourages help-seeking and service use ● Participants described avoiding services due to fear of judgment, dismissal, or punitive responses. ● Past negative experiences reduce the willingness to seek support early, even as needs escalate. ○ “You stop asking for help because you know how you’ll be treated.” – Service user

3) Stigma reinforces cycles of exclusion ● Being labelled or stereotyped makes it harder to re-engage with community spaces or systems. ○ “Once you’re labelled, it’s hard to move past it.” – Community partner ● Participants described stigma as compounding over time rather than resolving. Sub-theme 5.2: Indigenous residents experience racism and cultural unsafety in systems and spaces What insights are surfacing

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Indigenous participants and service providers described experiences of racism, discrimination, and cultural unsafety that affect access to services and participation in community life. These experiences were described as occurring across multiple systems, including housing, health care, emergency response, and public spaces. Participants emphasized that these experiences are not historical, but ongoing, and directly influence whether Indigenous residents feel safe engaging with services or seeking help early. Details and patterns showing up

1) Cultural unsafety reduces access to support ● Participants described Indigenous residents avoiding services where they have previously experienced racism or a lack of cultural understanding. ● Participants described racial profiling, dismissive treatment, and differential enforcement. ○ “You’re treated differently the moment they know you’re Indigenous.” – Indigenous participant 2) Indigenous-led approaches build trust and engagement ● Where Indigenous-led or culturally grounded supports are available, participants reported greater engagement, trust, and effectiveness. ● However, these supports were described as fragile, often relying on short-term funding or informal arrangements when they fall outside the services Westbank First Nations provides to its members. 3) Lack of Indigenous-led housing and healing spaces remains a gap ● Participants emphasized the absence of Indigenous-led housing, healing, and gathering spaces on the Westside as a significant equity and reconciliation gap for those that are not Westbank First Nation members. ● These spaces were described as essential for safety, connection, and long-term stability, particularly for Indigenous people experiencing homelessness, trauma, or disconnection from culture.

Sub-theme 5.3: Jurisdictional complexity creates gaps in responsibility and coordination What insights are surfacing Participants described the shared geography and service landscape between the City of West Kelowna and Westbank First Nation as both an opportunity and a challenge. Jurisdictional boundaries were defined as creating gaps in service coordination, data sharing, and clarity around responsibility, particularly for residents accessing housing, health, emergency response, and social supports.

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Details and patterns showing up

1) Residents experience systems as fragmented ● Participants reported confusion about which jurisdiction or organization is responsible for specific services, resulting in delays and missed support. 2) Frontline staff navigate unclear boundaries ● Service providers and municipal staff described challenges in coordinating responses across systems operating under different mandates, policies, and funding structures. 3) Collaboration is essential to equitable outcomes ● Participants emphasized that improving equity and safety requires intentional collaboration, shared protocols, and respect for Indigenous self-determination.

Sub-theme 5.4: Equity-denied groups often feel unwelcome in public and community spaces What insights are surfacing

Participants described how equity-denied groups experience public spaces differently. Youth, Indigenous residents, people experiencing homelessness, people with disabilities, and 2SLGBTQIA+ individuals were described as more likely to experience surveillance, exclusion, or harassment in public and semi-public spaces. Details and patterns showing up

1) Feeling watched or judged limits use of public spaces ● Participants emphasized that rules, design, and enforcement practices can make some groups feel unwelcome, even when they are not engaging in harmful behaviour. ● Surveillance and informal policing were described as discouraging. ○ “You feel like you’re being watched all the time.” – Person with lived experience

2) Public spaces are not perceived as inclusive or welcoming ● Design, programming, and informal norms were described as catering to some groups more than others. ● Participants described a lack of visible signals of inclusion. ○ “It doesn’t feel like it’s for people like us.” – Community member ● Inclusive design, lighting, seating, programming, and visible non-enforcement presence were described as contributing to safer and more welcoming spaces.

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3) Exclusion reinforces isolation and disengagement ● Repeated experiences of exclusion lead people to withdraw from community life. ● Isolation was described as both a cause and a consequence of inequity. ○ “After a while, you just stop going.” – Service provider

Sub-theme 5.5: Reconciliation and destigmatization require action, not only acknowledgement What insights are surfacing

Participants emphasized that reconciliation and destigmatization must be reflected in how community safety and well-being are planned and delivered. Symbolic acknowledgement without structural change was described as insufficient to address inequities experienced by different groups. Details and patterns showing up

1) Indigenous leadership must shape decision-making ● Participants emphasized the importance of Indigenous voices and leadership in planning, service design, and governance related to housing, safety, and well-being. ● Leadership without authority or resources was described as tokenistic. ○ “Reconciliation means letting Indigenous people lead.” – Indigenous partner 2) Cultural safety must be built into systems ● Cultural safety was described as requiring ongoing training, reflection, and accountability across municipal services and partner organizations. 3) Shared responsibility is essential ● Reconciliation and destigmatization in the context of CSWB was framed as a shared responsibility across governments, systems, and community partners, not the responsibility of non-profits, services providers or Indigenous communities alone.

Sub-theme 5.6: Belonging is foundational to community safety and well-being What insights are surfacing Participants consistently linked belonging to safety, prevention, and well-being. Feeling respected, welcomed, and connected was described as reducing conflict and increasing resilience, while exclusion and marginalization were described as drivers of harm. Details and patterns showing up

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1) Belonging reduces conflict and escalation ● Participants described fewer tensions when people feel seen and respected. ● Belonging was framed as preventative, not aspirational. ○ “When people feel like they belong, things don’t escalate as much.” – Community partner 2) Lack of belonging increases vulnerability ● Isolation and exclusion were linked to mental health challenges, substance use, and crisis. ● Participants emphasized the cumulative impact of disconnection. ○ “Disconnection makes everything harder.” – Health partner 3) Equity and safety are inseparable ● Participants emphasized that safety cannot be achieved without addressing inequities. ○ “You can’t talk about safety without talking about equity.” – Engagement participant ● Belonging was framed as a core condition of community safety.

Theme 6: Systems Coordination, Navigation, and Prevention Across engagement activities, participants consistently described a community safety and well-being system that is active, committed, and deeply strained, not because of a lack of effort, but because of how responsibilities, resources, information, space, and funding are currently structured. Participants emphasized that many of the challenges experienced in West Kelowna are not the result of individual service failures, but of a system that relies heavily on crisis response while lacking the coordination, infrastructure, and investment needed to support prevention, early intervention, and long-term well-being.

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Participants described a pattern where enforcement and emergency services are frequently called to respond to complex social issues related to housing instability, mental health, substance use, family stress, and public space concerns, often because other options are unclear, unavailable, or inaccessible. At the same time, service navigation was described as fragmented and difficult, particularly for people experiencing crisis, seniors, families, and those without strong advocacy supports. Outreach exists, but is uneven and not consistently connected to stabilization pathways, while data and learning systems are siloed, limiting the ability to anticipate needs or adapt responses. Participants also emphasized that system coordination is constrained by structural factors, including limited access to appropriate space for non-profit services, funding models that prioritize housing supply and crisis response over wrap-around well-being supports, and decision-making processes that are not always perceived as community-informed or equity-centred. Together, these dynamics reinforce reactive responses, place sustained pressure on frontline responders and service providers, and make it challenging to shift toward a more preventive, integrated, and resilient approach to community safety and well-being. Sub-theme 6.1: Emergency and enforcement services are overburdened as default responders What insights are surfacing

Participants consistently described Bylaw, RCMP, and Fire services being called to respond to a wide range of situations that extend well beyond their intended enforcement or emergency response roles. These include mental health crises, substance use, homelessness-related concerns, wellness checks, and social disorder in public spaces. This dynamic was described as increasingly common, unsustainable, and indicative of broader system gaps rather than isolated service failures. Fire services, in particular, were described as being drawn into non-fire-related responses such as overdoses, medical assists, and welfare checks, further illustrating how emergency services are filling gaps in health and social systems.

Details and patterns showing up

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1) Emergency and enforcement services become the default when other options are unclear or unavailable ● Residents, businesses, and frontline staff described calling Bylaw, RCMP, or Fire because they do not know who else to contact, especially outside regular service hours. ○ “We don’t want to call the police or fire, but we don’t know who else to call.” – Business owner ● Participants described frequent calls regarding wellness checks, public disturbances, encampments, and behavioural concerns rooted in unmet housing and basic needs rather than criminal activity. 2) Responders are routinely operating outside their core mandates ● Bylaw officers described acting as de facto social service and mental health responders. ● RCMP members described frequent involvement in wellness checks and crises. ● Fire services described responding to overdoses, medical assists, and social emergencies unrelated to fire prevention or suppression. ○ “We’re responding to things that really aren’t emergencies, but there’s no one else.” – Fire service member 3) Repeated response without system follow-up reinforces the cycle ● The same individuals, locations, and situations generate repeated calls across Bylaw, RCMP, and Fire. ○ “We see the same calls again and again, just different responders.” – RCMP member ● Without coordinated follow-up or service connection, issues re-emerge quickly. 4) This dynamic contributes to responder strain and public frustration ● Participants reported responder burnout, reduced capacity to perform core duties, and growing frustration among residents who expect resolution. ○ “Everyone’s stretched, and nothing really changes.” – Community partner ● Emergency services are perceived as both overused and under-supported. Participants emphasized that relying on emergency and enforcement services to manage social issues is costly, unsustainable, and does not address underlying drivers of harm.

Sub-theme 6.2: Roles and responsibilities across systems are unclear What insights are surfacing Participants repeatedly described confusion about who is responsible for what across municipal departments, health services, Indigenous governments, non-profits, and the justice system. This lack of clarity affects residents, businesses, and frontline workers alike, and was described as contributing to duplication, gaps, and delays in response.

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Details and patterns showing up 1) Frontline staff navigate overlapping mandates without shared protocols ● Municipal staff and service providers described working within overlapping or adjacent mandates without clear guidance for coordination, escalation, or follow-up. Staff described uncertainty about when and how to involve other agencies. ○ “It’s not always clear whose role it is.” – City staff ● This results in inconsistent responses and missed handoffs. 2) Jurisdictional boundaries create service gaps ● Participants noted challenges navigating responsibilities across municipal, First Nation, provincial, and federal systems. ● People experiencing need are often caught between systems. ○ “People fall between the cracks because of jurisdiction.” – Service provider 3) Community members experience the system as fragmented, and residents and businesses are unsure who to call ● Residents and service users reported being repeatedly referred between organizations. ○ “You get bounced around, and nothing actually happens.” – Service user ● Participants described uncertainty about whether to contact Bylaw, RCMP, Fire, outreach teams, or social services, particularly for non-emergency situations. Sub-theme 6.3: Service navigation is complex, and information is scattered What insights are surfacing

Participants described significant challenges navigating available services, particularly for people experiencing crisis, seniors, families, and those without strong advocacy supports. Information was described as scattered, outdated, or overly reliant on digital access.

Details and patterns showing up 1) Service information is fragmented across multiple platforms ● Participants described having to search multiple websites or contacts to find help. ○ “You have to piece it together yourself.” – Community member ● No single, trusted source of information was identified.

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2) Digital-first systems exclude many people ● Municipal staff and service providers described working within overlapping or adjacent mandates without clear guidance for coordination, escalation, or follow-up. ○ “Everything assumes you have a phone and know how to use it.” – Service provider ● Lack of in-person navigation support increases inequity. 3) Navigation burden falls on individuals and frontline staff ● Participants emphasized the absence of a clear local access point where residents, businesses, and frontline workers can get guidance on appropriate next steps. ● People in crisis are expected to navigate complex systems and repeated referrals, and the need to retell personal stories was described as exhausting and discouraging, leading some people to disengage entirely. ● Frontline workers spend significant time helping people find basic information. ○ “A lot of our time is just helping people figure out where to go.” – Community organization Sub-theme 6.4: Limited shared data, feedback loops, and collective infrastructure constrain prevention and system learning What insights are surfacing

Participants consistently identified limited data sharing, lack of shared measurement, and the absence of collective infrastructure as major barriers to prevention, coordination, and system improvement. While many organizations, departments, and responders collect information as part of their work, this data is largely siloed, inconsistently defined, and not routinely shared or analyzed together. As a result, the system struggles to identify emerging issues early, assess what is working across sectors, or shift from reactive crisis response toward prevention. Participants emphasized that this is not about collecting more data, but about better aligning, sharing, and using existing information to support collective decision-making and long-term safety and well-being outcomes.

Details and patterns showing up 1) Organizations collect data, but it is not integrated or shared ● Data systems were described as fragmented across municipal departments, non-profits, health services, enforcement, and community organizations. ○ “Everyone has pieces of the puzzle, but no one sees the whole picture.” – System partner ● Privacy concerns, incompatible systems, and lack of shared infrastructure were cited as barriers to collaboration.

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2) Lack of shared indicators limits learning and improvement ● Participants described difficulty tracking outcomes across housing, outreach, enforcement, health, family support, and prevention. ○ “We can’t measure impact across the system.” – Funder ● Without a shared agenda and indicators, it is difficult to understand cumulative impacts, identify gaps, or demonstrate progress toward community safety and well-being goals. ● Participants noted limited opportunities to collectively review data, reflect on outcomes, and adjust strategies. Lessons learned within individual programs or departments are not consistently fed back into system-wide planning or operations. 3) Lack of collective impact infrastructure reinforces reactive responses ● Participants emphasized that no single organization can address these challenges alone. The absence of a shared framework, backbone coordination, and agreed-upon roles limits the system’s ability to align efforts, pool data, and invest consistently in prevention. ● Without collective impact infrastructure, well-intentioned initiatives remain fragmented, and crisis response continues to dominate. Sub-theme 6.5: Non-profit service expansion is constrained by lack of appropriate space What insights are surfacing

Participants consistently emphasized that many non-profit and community organizations want to expand services into West Kelowna to help address housing instability, homelessness, mental health needs, family supports, youth programming, and prevention. However, organizations described significant barriers to securing appropriate, affordable, and suitable space on the Westside. Participants emphasized that these constraints are not due to a lack of interest or capacity within the sector but to structural barriers that undermine coordination, prevention, and equity goals.

Details and patterns showing up 1) Limited availability of suitable and affordable space ● Non-profits described difficulty finding space that meets program needs, zoning requirements, accessibility standards, and affordability constraints. 2) Land-use pathways and community opposition create additional hurdles ● Stigma, neighbourhood resistance, and unclear land-use processes were described as delaying or preventing services from locating in West Kelowna.

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3) Space constraints limit co-location and integration ● The lack of suitable space restricts opportunities for shared hubs, co-located services, and integrated outreach models that could improve coordination and navigation. 4) Real estate barriers reinforce reliance on crisis response Without space for prevention-focused services, pressure continues to fall on emergency and enforcement systems, reinforcing reactive rather than preventative responses.

Sub-theme 6.6: Funding, space, and decision-making processes shape which services exist and who they serve What insights are surfacing

Participants consistently emphasized that decisions on funding, space, and formal agreements are central to determining which prevention, stabilization, and community-based services are available in West Kelowna. While prevention is widely supported in principle, participants described decision-making and funding structures that tend to prioritize crisis response, short-term solutions, or legacy arrangements over community-informed, equitable investment in prevention and early intervention. Participants emphasized that this is not simply a question of “more funding,” but of how decisions are made, whose priorities are reflected, and how flexible and responsive funding and space arrangements are to emerging needs. Details and patterns showing up 1) Funding decisions tend to favour crisis response and established providers ● Participants described how municipal, regional, and external funding often flows toward emergency response, enforcement, or a small number of established service providers.

● While these services are essential, participants noted that this pattern leaves limited resources available for prevention, early intervention, and smaller or emerging organizations, including Indigenous-led and community-rooted initiatives. ○ “Funding tends to go where the pressure is loudest, not where it could prevent the problem.” – Community partner

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2) Prevention programs are fragile due to short-term and restricted funding ● Many prevention-focused programs were described as reliant on temporary grants, pilot funding, or year-to-year approvals. This lack of stability limits long-term planning, staffing retention, and relationship-building with communities. ○ “The programs that work are always the ones at risk.” – Community organization 3) Agreements for space and funding shape service availability ● Participants described how formal agreements with the City and other partners, including access to municipal space or operational funding, significantly influence which non-profits can operate on the Westside. ● While some organizations benefit from long-standing arrangements, others face barriers to securing space or funding, even when there is a clear community need. ● This leads to uneven service availability and limits the ability to adapt to changing needs. 4) The Grant-in-Aid program plays an important role but has limitations ● Participants recognized the City’s Grant-in-Aid program as an important source of local support for community organizations. At the same time, they noted that grant amounts are limited, competition is high, and the program alone cannot sustain prevention or stabilization services. Participants also emphasized that the criteria and structure of grants influence which types of programs are viable, often favouring short-term or low-cost initiatives over sustained prevention. ● Participants emphasized that more inclusive, community-informed decision-making would strengthen trust, improve alignment, and lead to better safety and well-being outcomes 5) Funding is heavily oriented toward housing supply, with limited support for wrap-around well-being and safety needs ● Participants acknowledged that recent provincial and federal funding has significantly prioritized the rapid delivery of housing in response to urgent affordability and homelessness pressures. ● While this investment was widely recognized as necessary, participants emphasized that funding streams are far more limited for the wraparound supports that make housing successful and communities safe, including prevention, mental health, family supports, youth programming, outreach, community connection, and cultural belonging. ● Participants described a growing gap between what is funded and what is needed to support a holistic, resilient community. While housing development is advancing due to strong provincial mandates, limited external funding is available for the ongoing services,

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coordination, and community infrastructure required to support well-being, prevent crisis, and reduce long-term pressure on emergency systems. As a result, local governments and a small number of community funders are left carrying disproportionate responsibility for supporting the social conditions that allow housing investments to succeed.

5. Conclusion and Implications for the CSWB plan This Needs Assessment and Community Engagement Findings report provides a clear and grounded picture of the conditions shaping community safety and well-being in West Kelowna. The findings demonstrate that safety challenges are not driven by individual behaviour alone, nor can they be resolved through enforcement or emergency response in isolation. Instead, they are the predictable outcome of structural pressures related to housing affordability, poverty, food insecurity, mental health access, infrastructure gaps, and fragmented systems.

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Across engagement activities, residents, partners, businesses, and City staff consistently emphasized that safety is created through stable housing, access to basic needs, predictable and welcoming public spaces, timely mental health supports, and systems that are easy to navigate before a crisis occurs. When these conditions are absent, public spaces absorb the impacts, frontline staff are placed in difficult positions, and emergency services become the default response. At the same time, the findings highlight significant strengths and opportunities. West Kelowna benefits from engaged community partners, strong relationships with Westbank First Nation, committed City staff, and a growing shared understanding that prevention, inclusion, and coordination are essential to long-term safety and well-being. Small, strategic changes such as strengthening shelter diversion, improving access to food and daytime supports, clarifying roles and response pathways, investing in non-enforcement presence, and supporting culturally grounded and youth-centred prevention can have a meaningful impact. This report sets the foundation for the next phase of the Community Safety and Well-Being Plan. The insights outlined here will guide the development of clear priorities, actions, and governance structures focused on upstream investment, shared accountability, and collective impact. By shifting from a crisis-driven system to one that prioritizes prevention, coordination, and belonging, West Kelowna can improve everyday safety, reduce strain on frontline systems, and support a healthier, more resilient community for all residents. ___________