403-253-2059 | info@calgaryfoodbank.com
WORKING TOGETHER DURING COVID-19

REFERRING CLIENTS DURING COVID-19

Referring your clients to the Emergency Food Hamper Program

Thank you for working with us to ensure you, your clients, volunteers and staff are safe in these unprecedented times.  We are in this together!

  • Please log into the WebDAD Agency Referral Portal to book your clients hampers. Our Hamper Request Phone Line is incredibly busy due to the scaled-down volunteer and staff workforce plus increased client demand.
  • Agency Pickups are now available ALL DAY at the main location, 8:30 am to 1:30 pm and 2:30 to 7 pm.
  • Agency Pickups can now also be scheduled from all our satellite locations. Please follow instructions when Delivery ‘Agency Pickup’ is selected
  • We hope this update will give you more flexibility in choosing when to pick a hamper and from a food safety perspective, it will allow you to pick the hamper closer to the time and location it will be delivered to the household
  • Agency workers and clients must pick-up only at their assigned time. If they arrive earlier than their appointed time, they will be asked to move back in the queue. If they arrive later than their appointed time, they will be asked to reschedule their hamper(s) for another time or day.
  • We have switched to a drive-thru model of hamper distribution. Please make room in your vehicle BEFORE you arrive, ideally your trunk.
  • Stay in your vehicle and present your ID at the window.
  • If you are picking up on behalf of a client, please have a printout/electronic copy of your hamper confirmation. If you do not have a hamper confirmation, please be prepared to show some sort of agency identification such as an ID tag or business card.
  • To practice social distancing protocols and to ensure the safety of our community, we are switching to a drive-thru model of hamper distribution.
**NEW: CLIENTS CAN UTILIZE OTHER THIRD PARTIES FOR HAMPER PICK-UP/DELIVERY

new feature has been added to the system that will allow clients to validate their IDs virtually making it possible for any Third Party (family member, friends, volunteers, other delivery service etc) to pick-up the hamper for the household in a more timely, safe, and convenient manner. This new feature will eliminate the need for clients to hand over and share their physical IDs with a Third Party who is picking up a food hamper on their behalf, but it will still allow the Calgary Food Bank to continue validating household IDs to ensure the correct people in a household are receiving the food being requested. Find out more information about the new process .

Care Connect

Care Connect pick-up and deliveries can be organized as before and the scheduling of hampers is still up to the discretion of Care Connect. Find out more information about Care Connect.

Satellite Locations

Hamper distribution at satellite locations is currently OPEN to limited locations. We have implemented new protocols at all locations to ensure the safety of volunteers, staff, and clients. Hamper distribution at these locations DOES NOT follow a drive-thru model of distribution but social distancing protocols have been implemented.

Van Deliveries

This is still limited to select organizations. Please note there is a new depot code for this: VAN MC1 and continue to book van deliveries as before.

We know that you may have many questions and concerns. Please do not hesitate to contact us using the agency line at 403-640-8810 with your questions. This situation is ever evolving, and we will keep you updated on developments. Please continue to monitor our website or social media for more details and updated information.

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Connect with us

PHONE US
403-640-8810

WEB-DAD LINK
AGENCY LOG IN

Quick Links

Emergency Food Hamper

To practice social distancing protocols and to ensure the safety of our community, we have switched to a drive-thru model of hamper distribution. It is extremely important that clients and agency workers MUST arrive in their assigned pick-up window!

The hamper includes the essentials for your household for approximately 7 days. We appreciate your understanding as we make sure we can help everyone with our inventory and scaled-down workforce of staff and volunteers at this unprecedented time. Please note we have a very limited capacity to accommodate  special requests for hampers. Clients are still able to receive specialty hampers (Celiac, renal, baby, prenatal). Birthday part kits are subject to availability. Pet food is still being provided, based on availability. Hygiene packs and cleaning supplies  requests  cannot be guaranteed.

Care Connect

Since you have requested Care Connect delivery, we would like to advise you that the Calgary Food Bank will build your hamper with a high-quality standard in mind. Please be aware that Care Connect is a third-party agency and their volunteers will pick up a hamper on the client’s behalf for delivery to their door. We cannot be responsible for any hamper modifications that occur during delivery and your hamper will be considered satisfactory once it has left the Food Bank property. Any concerns you or your client may have, need to be addressed directly with Care Connect.

Please call 403-264-2636 to schedule a hamper delivery with Care Connect. You will need to provide them with the Hamper ID number. The Calgary Food Bank is not responsible for the delivery schedule of Care Connect, please contact them directly for appointments and delivery wait times.

Third Party ID Validation

The privacy of client information has always been of the utmost importance to the Calgary Food Bank so a process for ID validation has always been in place for clients requiring an Emergency Food Hamper. This is done to ensure that the hamper is going to the families or individuals that requested the hamper and no-one is claiming a food hamper incorrectly.  

This new option will allow clients to get their hamper picked up and delivered by any Third Party of their choosing (family member, friend, community volunteer, other delivery service, etc.) without having to provide them with their original IDs. This eliminates the need for clients to give their original IDs and authorizing note to the individual picking the hamper on their behalf, allowing for a more timely, safe, and convenient way for the household to access their food hamper.

At this time, this option is only possible at the Calgary Food Bank (5000 11 Street SE) main location. Once the household member(s) identifications have been validated, their ID information will be deleted.

The client must be eligible to receive a hamper, have access to a computer or smartphone, understand the English language so they can follow the necessary instructions, still have valid ID that can be uploaded into the system and be able to pass on the QR Code to the Third Party who is picking the hamper on their behalf.

When creating a hamper for a household, there is now an option available to select Delivery as ‘Third Party’. Fill in all the sections as you normally would and make sure to enter the client’s email address as this is necessary for this pick-up type. Once you submit the request and the hamper is verified by a Calgary Food Bank staff member, your client will receive an email with a set of instructions.  

In order to organize for the hamper to be picked up by a Third Party, the client needs follow the instructions in the email provided on how to upload their IDs and agree to the Terms and Conditions. Once the IDs have been uploaded they will be verified by a staff member. Once the IDs have been verified the client will be sent a unique, single-use QR Code to their email address. That QR Code needs to be provided to the Third Party who is picking up the hamper.

 

You Can Arrange to Pickup Food At These Locations

Satellite Locations

We have a limited number of satellite locations operating. Hamper distribution at these locations will not be following a drive-thru model of distribution but social distancing and other protocols have been implemented to ensure the safety of volunteers, staff, and clients. 

 

Calgary Food Bank

5000 – 11 Street SE
Monday - Friday 10:30 am – 7 pm

BY APPOINTMENT ONLY

Deer Park United Church

77 Deerpoint Road SE
Wednesday 6 – 7:30 pm

 

St Andrew's Presbyterian Church

703 Heritage Drive SW
Saturday 2 – 4 pm

Centre Street Church

4120 Centre St NE
Monday 6 – 7:30 pm
Tuesday 10 – 11:30 am
Wednesday 6 – 7:30 pm
Thursday 10 – 11:30 am

Eastside Victory Outreach (SE)

1840 38 St SE
Tuesday
11 am – 2 pm
Wednesday
11 am – 2 pm
Thursday
11 am – 2 pm

 

Lincoln Park

36 Lincoln Way SW
Wednesday
9:30 – 11 am

First Alliance Church

12345 40 Street SE
Tuesday
10 – 11:30 am
Friday
4:30 – 6 pm

Genesis Centre

10, 7555 Falconridge Boulevard NE
Wednesday
10 – 11:30 am

 

Murray Copot Arena

6727 Centre Street NW
Wednesday
11:30 am – 1 pm

 

Calgary Food Bank (SE: Highfield)

5000 – 11 Street SE

TRANSPORTATION
Bus #30
Please contact Calgary Transit to get more information, call 403-262-1000 or visit the website.

HOURS
Monday - Friday
10:30 am – 1:30 pm
2:30 – 7 pm
BY APPOINTMENT ONLY

Eastside Victory Outreach (SE: Forest Lawn)

Forest Lawn
1840 38 ST SE

DIRECTIONS
The main entrance is on west side of building facing 38 ST SE

TRANSPORTATION
Bus #1, #43, #87, #135, #155, #440, Max Purple
Please contact Calgary Transit to get more information, call 403-262-1000 or visit the website.

HOURS

Tuesday, Wednesday, Thursday
11 am – 2 pm

Deer Park United Church (SE: Deer Ridge)

Deer Ridge
77 Deerpoint Road SE

DIRECTIONS
The main entrance is on East side of building off the parking lot.

TRANSPORTATION
Bus #29, #44
Please contact Calgary Transit to get more information, call 403-262-1000 or visit the website.

HOURS
Thursday
6 – 7:30 pm

First Alliance Church (SE:Douglasdale / McKenzie Towne )

12345 40 Street SE
Close to Douglasdale and McKenzie Towne

DIRECTIONS
Drive-thru service on the East side of the building..

TRANSPORTATION
Bus #150 to 116 Ave SE OR #92, 17, 151 to 130 Ave
Please contact Calgary Transit to get more information, call 403-262-1000 or visit the website.

HOURS
Tuesday
10 – 11:30 am

Friday
4:30 – 6 pm

Centre Street Church (NE: Highland Park)

Highland Park
West Campus - 4120 Centre St NE

DIRECTIONS
The main entrance is on North side of building facing 41 Ave NE.

TRANSPORTATION
Bus #3, #64, #109, #142, #300, #301
Please contact Calgary Transit to get more information, call 403-262-1000 or visit the website.

HOURS
Monday, Wednesday
6 – 7:30 pm

Tuesday, Thursday
10 – 11:30 am

Genesis Centre (NE: Martindale)

10, 7555 Falconridge Boulevard NE

DIRECTIONS
The entrance is the at the SW corner of the building (same entrance for physiotherapy clinic and YMCA child care)..

TRANSPORTATION
Bus #23, #68, Max Orange (Max is from the Saddletowne train station)
Please contact Calgary Transit to get more information, call 403-262-1000 or visit the website.

HOURS
Wednesday
10 – 11:30 am

Murray Copot Arena (NW: Huntington Hills)

Huntington Hills
6727 Centre Street NW

DIRECTIONS
Entrance is through the double doors directly below the Murray T. Copot Arena sign, to the right of the rec centre entrance.

TRANSPORTATION
Bus #3, #32, #300, #301
Please contact Calgary Transit to get more information, call 403-262-1000 or visit the website.

HOURS
Wednesday
11:30 am – 1 pm

Lincoln Park (SW: Lincoln Park)

Lincoln Park
36 Lincoln Way SW

DIRECTIONS
Located in a townhouse, the entrance faces Lincoln Way SW.

TRANSPORTATION
Bus #9, #13, #66, Max Teal
Please contact Calgary Transit to get more information, call 403-262-1000 or visit the website.

HOURS
Wednesday
9:30 – 11 am

St Andrew’s Presbyterian Church (SW: Haysboro)

Haysboro
703 Heritage Drive SW

DIRECTIONS
The main entrance is on East side of building down a ramp off the parking lot.

TRANSPORTATION
Bus #3, #20, #37, #56, #81, #99, #149, #502, Max Teal or 5 min walk West of Heritage LRT station
Please contact Calgary Transit to get more information, call 403-262-1000 or visit the website.

HOURS
Saturday
2 – 4 pm

What you need to know about the referring clients during COVID-19

Frequently Asked Questions

What satellite locations are open?

Hamper distribution at satellite locations is currently OPEN to limited locations. These locations are: First Alliance Church (Tue, Fri), Centre Street Church (Mon, Tue, Wed, Thurs), Eastside Victory Outreach (Tue, Wed, Thurs), Lincoln Park (Wed), Deer Park United Church (Thurs), Heritage (Sat). We have implemented new protocols at all locations to ensure the safety of volunteers, staff, and clients. Hamper distribution at these locations DOES NOT follow a drive-thru model of distribution but social distancing protocols have been implemented.

Are there other options if my client can't make it down to the Food Bank?

If it’s challenging for your client to come down to the food bank, here are some other options for your client to receive food support.

1. Organize to do an Agency Pickup of a hamper for the client.
2. Client can have a friend/family member pick the hamper on their behalf.
3. Organize for a Care Connect delivery.
4. Pick up the hamper from a satellite location.

Is Care Connect delivering hampers?

Yes. Care Connect deliveries can be scheduled as before (the scheduling of hampers is still up to the discretion of Care Connect). They have informed us that they have quite a backlog of hampers to deliver and are working with a limited number of volunteers so their current wait time for a hamper is 2-3 weeks.

What do I need to bring when doing an Agency pick-up?

If you are picking up a hamper on behalf of a client via the Agency Pickup option, please bring a printout of your hamper confirmation or be ready to show an electronic copy of this confirmation upon arrival. If you do not have a hamper confirmation, please be prepared to show some sort of agency identification e.g. ID tag, business card.

What’s in a hamper?

The hamper includes the essentials for your household for approximately 7 days. We appreciate your understanding as we make sure we can help everyone with our inventory and scaled-down workforce of staff and volunteers at this unprecedented time. Please note we have a very limited capacity to accommodate  special requests for hampers. Pet food is still being provided, based on availability. Hygiene packs and cleaning supplies  requests  cannot be guaranteed.

Can I get a Celiac or Renal hamper?

Yes, we are still providing hampers with specialized content for our clients with specific dietary needs. Please let our volunteers know you have these dietary restrictions when you call.

Can I get a Baby Hamper?

Yes, we are still providing baby hampers. Please let our volunteers know that you need a baby hamper when you call.

What if my client has a specific request for their hamper?

We cannot accommodate special item requests, beyond dietary requests such as the Celiac and Renal hampers at this time. Emergency Food Hampers, at all locations, now only contain essential items and will be smaller than what clients are used to. Clients are still able to receive specialty hampers (Celiac, renal, baby, prenatal).

Do clients have to wait 30 days between hamper requests?

No, eligibility criteria are being adjusted as the situation changes. As of May 6, 2020, we are allowing 10 days between hampers, and if clients need more than 7 hampers a year, this will continue to be assessed on a case by case basis.

What are the changes to accessing the program at the main location?

To practice social distancing protocols and to ensure the safety of our community, we have switched to a drive-thru model of hamper distribution.

Distribution shifts will be in half-hour increments from 8:30 – 10:30 am primarily for agency pickups (15 hampers/shift) with a few client pickups (5 hampers/shift) and 10:30 am – 7 pm for clients only, with a maximum of 20 hampers/shift.

It is extremely important that clients and agency workers MUST arrive in their assigned pick-up window!

Can a client's family or friend pick-up a hamper?

Absolutely! A new feature has been added to the system that will allow clients to validate their IDs virtually making it possible for any Third Party (family member, friends, volunteers, other delivery service etc) to pick-up the hamper for the household in a more timely, safe, and convenient manner. This new feature will eliminate the need for clients to hand over and share their physical IDs with a Third Party who is picking up a food hamper on their behalf, but it will still allow the Calgary Food Bank to continue validating household IDs to ensure the correct people in a household are receiving the food being requested. The Third Party must have the QR code from the client to pick-up the hamper. Find out more information about the new process.

Please note that this is only available at the Calgary Food Bank’s main location at 5000 11 Street SE.

 

Can a volunteer from my organization pick-up a hamper for a client?

Absolutely! A new feature has been added to the system that will allow clients to validate their IDs virtually making it possible for any Third Party (family member, friends, volunteers, other delivery service etc) to pick-up the hamper for the household in a more timely, safe, and convenient manner. This new feature will eliminate the need for clients to hand over and share their physical IDs with a Third Party who is picking up a food hamper on their behalf, but it will still allow the Calgary Food Bank to continue validating household IDs to ensure the correct people in a household are receiving the food being requested. Your organization’s volunteer must have the QR code from the client to pick-up the hamper. Find out more information about the new process.

Please note that this is only available at the Calgary Food Bank’s main location at 5000 11 Street SE.

 

What requirements are needed for Third Party pick-up?

The client must:

  • be eligible to receive a hamper
  • have access to a computer or smartphone
  • understand the English language so they can follow the necessary instructions
  • still have valid ID that can be uploaded into the system
  • pass on the QR Code to any ‘Third Party’ who is picking the hamper on their behalf

How do I schedule a Third Party pickup for my client?

  • When creating a hamper for a household, there is now an option available to select Delivery as ‘Third Party’ 
  • Fill all other sections normal
  • Please make sure to enter the client’s email address as this is necessary for this pick-up type
  • Once you submit the request, the hamper is verified by a Calgary Food Bank staff member, your client will receive an email with a set of instructions.  

What are the instructions for Third Party pick-up to give to my clients?

In order to organize for the hamper to be picked up by a Third Party, the client needs to follow these steps: 

  • The email the client receives will provide information on how to upload IDs for everyone on the hamper and there will be ‘Terms and Conditions’ included. 
  • Clients must read the information, agree to the Terms and Conditions, and upload their IDs.
  • Once the IDs have been uploaded a Calgary Food Bank staff member will validate the IDs. 
  • Once the IDs are verified, the client will be notified and a unique, single-use QR code will also get sent to the client’s email address. 
  • This email will have the option to change the date and time of pick-up of the hamper.
  • The client then needs to send this QR Code to the Third Party that is picking up the hamper on their behalf.  
  • This third party must present this QR Code upon hamper pick-up.
  •  Once the household member(s) identifications have been validated, their ID information will be deleted.

What's the difference between Care Connect and the Third Party Option?

There isn’t a significant difference between the options. It’s simply a matter of choice for the client.

Care Connect is a partner organization which will continue to schedule (at their discretion), pick, and deliver hampers to households. Care Connect volunteers will validate IDs for all household members upon delivering the hamper.

The Third Party option allows clients to schedule the hamper at a time/day that works for them, and other individuals (a family member, friend, volunteer or other delivery service) can pick and deliver the hamper directly to them. Household member IDs are validated online.

 

What will happens if the time slot is missed?

If they arrive earlier than the assigned distribution shift, they WILL be asked to move back in the queue. If they arrive later than the assigned distribution shift, they WILL be asked to reschedule their hamper for another time/day.

I can't make it to pick up a scheduled hamper for my client, what should I do?

If for any reason you are unable to make it to your scheduled appointment, please update the hamper directly in the referral portal or call the agency line at 403-640-8810 to reschedule or cancel your hamper request.

What information does a client need when picking up a hamper?

Please provide them with their hamper ID number. The hamper ID makes it easier for the volunteers to pull up the client’s file. You will still need to present your IDs (2 for each adult [18 and over], 1 for each child [17 and under] on the hamper) to the volunteer. You can still get your hamper if you don’t have your hamper ID ready, it might just take a little bit longer.

CONTACT US
ADDRESS

5000 11 St SE
Calgary, AB T2H 2Y5

Main line: 403-253-2059
Fax: 403-259-4240
info@calgaryfoodbank.com

NEED FOOD?
CALL TO REQUEST A HAMPER
403-253-2055

Monday to Friday: 8:30 am – 7 pm

HAMPER PICK-UP
CALGARY FOOD BANK LOCATION

By Appointment Only
Monday to Friday
10:30 am – 1:30 pm | 2:30 – 7 pm
Get the hours for our satellite locations.

HOURS
ADMINISTRATION

Monday to Thursday: 8:30 am – 4:30 pm
Friday: 8:30 am – 4 pm

FOOD LINK

By appointment only
Monday to Friday: 8:30 – 11 am

LOADING DOCK, DOOR 3

Monday to Thursday: 8 am – 7:30 pm
Friday: 8 am – 3 pm

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