Building Services Standards and Neighbourhood Services Committee (BSNSC) Meeting - August 15, 2013

Public Agenda

1. Approval of Public Meeting Agenda and Review of Agenda Order

Action: Approval

Pre-read: Agenda

Presenter: All

Reports from the Building Standards and Neighbourhood Services Committee Chair

2. Chair's Report and Remarks

Action: Information

Pre-read: -

Presenter: Chair, Board of Directors

Reports from Management

3. 2013 Work Plan

Action: Information

Pre-read: BSNSC:2013-01

Presenter: VP, Asset Management and VP, Resident Services

4. Q1 2013 Quarterly Performance Report

Action: Information

Pre-read: BSNSC:2013-02

Presenter: Director, Strategic Planning and Stakeholder Relations

5. Clean Buildings and Maintenance Strategy- Status Update

Action: Information

Pre-read: Verbal Update

Presenter: VP, Asset Management

6. Pest Management Strategy

Action: Information

Pre-read: BSNSC:2013-03

Presenter: VP, Asset Management

7. Community Safety Strategy - Status Update

Action: Information

Pre-read: Verbal Update

Presenter: Senior Director, Community Safety and Council Liaison

TERMINATION

Public Meeting Minutes

The Building Standards and Neighbourhood Safety Committee (BSNSC) of Toronto Community Housing Corporation held a public meeting on August 15, 2013, in the Main Floor Conference Room, 931 Yonge Street, Toronto, M4W 2H2 commencing at 3:03 p.m.

Committee Directors present:

Councillor Cesar Palacio, Chair

Councillor Frances Nunziata

Catherine Wilkinson

Regrets:

Christian Buhagiar

Also present:

Richard Grotsch, Manager, Integrated Pest Management

Michelle Haney-Kileeg, Vice President, Resident and Community Services

Ismail Ibrahim, Legal Counsel

Graham Leah, Vice President, Asset Management

Lisa-Joan Overholt, Senior Director, Community Safety and Council Liaison

Hugh Lawson, Director, Strategic Planning & Stakeholder Relations

A quorum being present, Councillor Cesar Palacio, the Committee Chair, called the meeting to order and Ms. Mirela Bolentiru served as recording secretary.

Item 1 - Approval of Agenda

Motion carried

ON MOTION DULY MADE by Ms. Catherine Wilkinson, seconded by Councillor Frances Nunziata, the Building Standards and Neighbourhood Safety Committee approved the agenda as presented.

Declaration of Conflict of Interest

The Chair requested members of the Building Standards and Neighbourhood Safety Committee to indicate any agenda item in which they had a conflict of interest, together with the nature of the interest. None were declared.

Deputations

The Committee Chair polled for any deputations to be heard at the meeting and explained the deputation process. The Chair noted that one written request for a verbal deputation was received prior to the meeting with respect to agenda Item 4 “Q1 2013 Quarterly Performance Report”.

Item 2 - Chair's Report and Remarks - Verbal

The Committee Chair welcomed the Committee members and staff in attendance at the first meeting of this Committee.  The Committee Chair noted the following:

• Background information with respect to the creation of the Building Standards and Neighbourhood Services and Resident Services Committees by splitting in two the former Tenant and Community Services Committee (TCSC).
• TCHC staff is working jointly with residents to a new Strategic Plan in order to meet key objectives for delivering better service.

Motion carried

ON MOTION DULY MADE by Councillor Frances Nunziata, seconded by Ms. Catherine Wilkinson, the Building Standards and Neighbourhood Safety Committee received the report for information.

Item 3 - 2013 Work Plan, BSNSC:2013-01

The Building Standards and Neighbourhood Safety Committee had before it the above-captioned report (BSNSC:2013-01) from the President and Chief Executive Officer.  

A discussion ensued, including the following highlights:

• The Committee requested staff to review the action item list from the former TCSC and bring forward the outstanding action items that fall under this Committee’s mandate. Management confirmed that the action item list from the former TCSC was reviewed and addressed in the agenda items. 
• The Committee discussed the Work Plan items and noted the focus on risk, monitoring and overseeing functions of this Committee, according to its Terms of Reference. The Committee has to review its Terms of Reference annually and forward to the Board of Directors, through the Governance, Risk and Human Resources Committee, any necessary changes, for approval.
• The Committee requested an update on reporting protocol with respect to the third item on the Work Plan that deal with reporting of policies, strategies and initiatives on security, CCTV cameras and crime.  As some of the TCHC buildings have constant safety issues, the Committee asked management to report on the outstanding events only, without any details, for privacy and confidentiality reasons, on a building-by-building basis, so to be aware of what buildings are subject to safety incidents. The Committee further requested that staff report back to the Committee on crime statistics grouped by geographical area.

Motion carried

ON MOTION DULY MADE by Councillor Frances Nunziata, seconded by Ms. Catherine Wilkinson, the Building Standards and Neighbourhood Safety Committee received the report for information.

Item 4 - Q1 2013 Quarterly Performance Report, BSNSC:2013-02

The Building Standards and Neighbourhood Safety Committee had before it the above-captioned report (BSNSC:2013-02) from the President and Chief Executive Officer.  

Miguel Avila Velarde made a verbal deputation on this item.

A discussion ensued, including the following highlights:

MLS Orders:

• The Committee followed up on two action items: MLS deficiencies and rationale for this performance measure being still under review, and the safety status at 101 Humber Boulevard.
  • Management reported that:
    • All MLS issues have been centralized in May 2013 in one department.
    • The goal is to improve services and develop a more comprehensive, integrated Business Plan and to develop a better relationship with the MLS Office.
    • Review of the database – all data has been segmented for better and more accurate reporting. 

Community Safety Strategy:

• The Committee discussed the following:
  • The Safety Initiative in place at OU “K” that was launched as a pilot project, embracing and developing best practices with a focus on the health, wellbeing and safety of the residents. In this initiative, several city agencies partnered with TCHC to deliver a Health and Safety Program to the TCHC residents. 
  • A similar initiative, initiated by the TCHC’s CSU that is in place at York Square, involving many city agencies and one of the TCHC’s commercial tenants, Syme Woolner, a multi-services agency. 
  • A motion that was moved at the former TCSC with respect to the partnership between TCHC and different agencies to offer improved services to the TCHC residents.
  • The discrepancy between the total number or recorded incidences (112) and the number of evicted households (6) – management is working with different departments (staff team, legal, police) on this matter and will report back to the Committee.
• The Committee requested the following:
  • Clarification with respect to the difference between the Safety Initiative at OU “K” and the initiative at York Square.
  • The rationale for 1901 Weston Road not being part of the motion passed at the former TCSC meeting.
  • Staff will report back to the Committee on the partnerships between TCHC and other agencies.

Evictions due to anti-social behaviour:

• The Committee asked for the number of TCHC / TPS sweeps and joint patrols in the TCHC communities and the number of evictions resulted.
  • TCHC staff is working jointly with Toronto Police Services (TPS) to develop a partnership with to ensure the residents’ safety at all times (daytime and at night). Since April 2013 to present, TCHC and TPS were engaged in 70 sweeps and joint patrols of the TCHC communities. This information may be included in the report on crime statistics in the TCHC buildings requested by the Committee.
• Encouraging the residents to report on crimes, the Committee expressed its concerns as to whether there is enough staff capacity to manage the increased volume of reporting.
  • Management reported that there is enough staff and community partners currently to monitor the crime reporting. They are looking at the resource allocation depending on the nature of the incidences.
  • Encouraging residents to report to CSU, TPS and crime stoppers.
  • There is a designated staff person responsible with addressing the freedom of information (FOI) requests.
  • Requests from TPS are referred to the CSU.
• The Committee noted the following:
  • The importance of the community partnerships.
  • Monthly meetings with TPS held at 1884 Davenport Ave.
  • Crime prevention initiatives.
  • The importance of having a TCHC representative attending all Crime Management, CPLC and TPS meetings, providing a written report to senior CSU management.
  • Inventory of the commercial space that tie in with space allocation strategy. 
  • The importance of community safety meetings and the Committee’s involvement in those meetings.

Motion carried

ON MOTION DULY MADE by Ms. Catherine Wilkinson, seconded by Councillor Frances Nunziata, the Building Standards and Neighbourhood Safety Committee received the report for information.

Item 5 - Clean Buildings and Maintenance Strategy- Status Update, Verbal

Miguel Avila Velarde made a deputation related to this item.

Management presented a verbal update to the Committee, distributed a handout, and a discussion ensued, including the following:

• Management is cultivating a business plan regarding clean buildings by working with stakeholders.
• Performing building condition audits to enable planning and development of a capital plan.
• Gathering capital data that is introduced in the system for comparison against regulatory standards in force.
• Once all necessary data is collected, the output will identify the priority areas and will define service level standards for each component.
• Considering capital risk and preventative maintenance.
• Assessing high needs buildings and service delivery models.
• Reviewing and re-engineering the dispatch process.
• Considering the accountability matrix for staff’s roles and responsibilities, drilled down to individual expectations.
• Resource planning framework:
  • Currently there is no staff to unit ratio available.  Reviewing workload to determine whether changes are needed.
  • Gathering data regarding vulnerable residents.
  • Building assessments.
• Accountability:
  • Measuring performance against the plan.
  • Investing in training at all levels.
  • Standardize communications with residents and launch an advertising campaign to keep the residents informed in due time with respect to the work that is being done.
  • Complete implementation of the resident engagement techniques.
  • The Business Plan will be finalized in late August / beginning of September 2013 and Management will present the Committee with the final, more detailed business plan with timelines.
• The Committee requested clarification with respect to high needs buildings and the difference between capital and operating spends.
  • Management clarified that high needs buildings are those buildings where their condition drives a certain level of service. Responding to requests differently in a different timeframe.
  • Capital spend means replacement while operating spend (repair) means maintenance.
• The Committee requested that management provide the residents with the timelines for services. Management confirmed that this process will be fully implemented in 2014 the latest.
• Work orders:
  • The Committee noted that there was duplication to some residents and recommended a consistent standard across the portfolio.
  • Management is evaluating all requests for consistency and will consider the residents’ input on this matter.
• The Committee requested more details with respect to allocating more staff for maintenance in the high risk buildings. Management will look at the resources plan and will report back at a future meeting.
• Management of the scattered / stand-alone properties:
  • All scattered housed have been grouped in one Operating Unit by centralizing management of this section, reporting directly to the Vice President, Asset Management. Those houses will be subject to a specific maintenance strategy (yet to be developed) that will keep those houses in compliance with the current building standards.
• Seniors buildings and disabled residents:
  • The Committee wanted a matrix of measurement in place with respect to the maintenance strategy applied in seniors’ buildings, including disabled residents.
  • Management explained that the workload assessment was factored in, together with other factors considered in the high needs buildings. The maintenance strategy will consider community dynamics and anticipated forecasts.
• Superintendents, Custodians and Cleaners:
  • There is a three-tier staff structure in place: superintendents, custodians / maintenance persons and cleaners. 
  • The Superintendents’ role is to inspect their buildings for auditing purposes, while the custodian’s role is to perform small repair jobs.
  • Not all the buildings have the three-tier staff structure implemented as it is based on the number of the units in each building.
  • Numerous retirements of superintendents will follow in the near future that will have a big impact on the Corporation. Management is working closely with the Human Resources department on this matter and has started an early recruitment process to minimize the impact on the service levels to the residents. 

Motion carried

ON MOTION DULY MADE by Councillor Cesar Palacio, seconded by Ms. Catherine Wilkinson, the Building Standards and Neighbourhood Safety Committee recommended that the Vice President, Asset Management bring forward the final Business Plan, including clear timelines, to the Committee.

Motion carried

ON MOTION DULY MADE by Councillor Cesar Palacio, seconded by Ms. Catherine Wilkinson, the Building Standards and Neighbourhood Safety Committee received the verbal report for information.

Item 6 - Pest Management Strategy, BSNSC:2013-03

The Building Standards and Neighbourhood Safety Committee had before it the above-captioned report (BSNSC:2013-03) from the President and Chief Executive Officer.

Management presented the Committee with a summary, including the following highlights:

• Pest management strategy is decentralized and staff manages the process.
• There are numerous challenges and a plan is in place to address them.
• Inconsistency in scheduling treatments. 
• Staff collects data before and after a pest treatment.
• Managing vendors to deliver the best service for the fees paid.
• Staff is evaluating the centralization of the process and consolidated data management.
• Improper unit preparation will determine an inefficient treatment. A proper resident education process is needed in place, so the residents can be engaged in the pest control process, including preparation of their units.
• Cost savings in 2012 versus 2011:
  • Management reported that the cost for preventative measures is $25 versus $160 for one treatment.
  • When a unit is infested, a preventative “block treatment” is applied, which means that the units in its vicinity (below, above and under the infested unit) are treated to content the infestation and eradicate it.
• Hard to access units:
  • Some residents refuse the pest treatments, so their units are hard to access. In those cases, TCHC staff is working in partnership with the City and different community agencies.
• Resident education with respect to the pest control process:
  • Making available to residents resources on preparing units for treatments, preventative measures, collaborating with other agencies, and an animation program.
• Number of treatments required per unit:
  • 5-6 treatments per unit in average are required when the residents fail to prepare properly their units. The standard requires minimum two treatments per unit and the TCHC’s practice is to provide three treatments per unit.
  • A strategy that works is to identify the pest infested units and address the issue early in the process. This can be accomplished by ongoing unit condition inspections during the year.
  • Management investigates diverse methods and technologies available currently on the market and selects the most feasible methods for TCHC.
  • The Committee recommended that Management bring in resources to assist the most vulnerable residents (specifically the seniors and physically challenged residents) with moving the furniture around, in preparation for a treatment.
  • A partnership with WHSI was initiated on July 22, 2013 as a pilot project to help funding assistance to the most vulnerable residents with respect to preparing units for pest treatments.
• The Committee noted that building cleanliness and pest management control are two concepts that should be considered jointly as they are related.  
  • Management is assessing the workload with respect to unit condition and will perform a cost benefit analysis of using in house resources versus outsourcing. That strategy will be included in the annual Business Management Plan.

Motion carried

ON MOTION DULY MADE by Ms. Catherine Wilkinson, seconded by Councillor Cesar Palacio, the Building Standards and Neighbourhood Safety Committee received the report for information and recommended that the report be forwarded to the Board of Directors for information.

Item 7 - Community Safety Strategy - Status Update, Verbal

Management presented the Committee with a verbal report, including the following:

• Establishment of a business plan - gathering input from Asset Management and Resident Services Divisions. Management will present the Committee with the final business plan at its meeting in Q1 2014.
• Operations - staff deployment.
• Complaints – Management is looking at types of complaints received and whether there is a pattern of complaints and / or policy issues.
• Service delivery.
• Partnerships – with the City of Toronto, City councillors, agencies.
• Overall accountability – to provide a certain standard of service and increased presence in the community.
• The Committee noted the importance of the following proactive measures and the need to build trust among the residents:
  • Increasing use of local talent in the TCHC communities.
  • Monitoring closely and diligently the community gangs and criminal activity.
  • Stimulating the enthusiasm and knowledge of the residents who want to be engaged.
  • Effective communications to provide the residents with contact information they need.
• Evictions for cause:
  • There is a task force in place that will be meeting in September 2013. The President and CEO and the Senior Director, Community Safety and Council Liaison are members of the task force. A report will be submitted to the task force on all the actions taken by TCHC in its communities with respect to safety.
  • An article will be published in the resident newsletter, including information about tasks assigned, accountable staff and deadlines.
  • The Committee noted that due to demographics changes, the Toronto Police Services (TPS) needs to deploy its staff and resources appropriately to offer special training sessions for certain communities.
  • The Committee recommended that Management diligently review every TCHC building to identify the residents who have to be evicted for cause due to their anti-social behaviour, in order to avoid re-occurrence of anti-social incidents in TCHC buildings.

Motion carried

ON MOTION DULY MADE by Ms. Catherine Wilkinson, seconded by Councillor Frances Nunziata, the Building Standards and Neighbourhood Safety Committee received the report for information.

PUBLIC MEETING PROCEEDINGS

ON MOTION DULY MADE by Ms. Catherine Wilkinson, seconded by Councillor Cesar Palacio, the Building Standards and Neighbourhood Safety Committee adjourned the public meeting at 5:25 p.m.

CLOSED MEETING PROCEEDINGS 

ON MOTION DULY MADE by Ms. Catherine Wilkinson, seconded by Councillor Frances Nunziata, the Building Standards and Neighbourhood Safety Committee resolved to meet in closed meeting at 5:25 p.m. to consider items A, B and C.

TERMINATION

The meeting of the Building Standards and Neighbourhood Safety Committee terminated at 5:39 p.m.