Resident Service Committee (RSC) Meeting - June 3, 2015

Agenda

Public Meeting Agenda Items

1. Approval of Agenda and Review of Agenda Order

Action: Committee Approval

Pre-read: Agenda

Presenter: Chair

2. Chair’s Poll re: Conflict of Interest

Action: Declaration

Pre-read: Agenda and Conflict of Interest Policy

Presenter: Chair

3. Confirmation of Public Meeting Minutes of March 5, 2015

Action: Committee Approval

Pre-read: Minutes

Presenter: Chair

4. Business Arising from the Minutes and Committee Action Items Update

Action: Discussion

Pre-read: Action Item List

Presenter: Chair

Reports from the Resident Services Committee Chair:

5. Chair’s Report and Remarks

Action: Information

Pre-read: Oral Report

Presenter: Chair

Presentations:

6. Business in the Streets (BITS) program

Action: Information

Pre-read: Oral Report

Presenter: VP, Resident and Community Services

7. 2015 Resident Survey

Action: Information

Pre-read: RSC:2015-24

Presenter: Director of Strategic Planning and Stakeholder Relations

Reports from Management:

8. Emergency Response Plan

Action: Information

Pre-read: RSC:2015-25

Presenter: Director, Insurance and Risk Management

9. Scholarship Policy

Action: Committee and Board Approval

Pre-read: RSC:2015-26

Presenter: VP, Resident and Community Services

10. Sponsorship Policy

Action: Committee and Board Approval

Pre-read: RSC:2015-27

Presenter: VP, Resident and Community Services

Consent Public Agenda

The Consent Agenda items listed on the Consent Public Agenda will require a resolution of the Committee but are not scheduled for a full discussion at the Committee meeting. The Committee Chair will ask for approval of the following Consent Agenda items. Committee members must indicate if they wish to request to discuss the Item, question the Item or register a vote against the Item. If an Item is removed from the Consent Agenda, it will be discussed at the end of the meeting.

11. Q1-2015 Report on Participatory Budgeting (PB) Program

Action: Resolution to receive for information

Pre-read: RSC:2015-13

12. Youth Initiatives

Action: Resolution to receive for information

Pre-read: RSC:2015-14

13. Resident Engagement Strategy

Action: Resolution to receive for information

Pre-read: RSC:2015-15

14. Revitalization Engagement

Action: Resolution to receive for information

Pre-read: RSC:2015-16

15. Mental Health and Seniors Strategy

Action: Resolution to receive for information

Pre-read: RSC:2015-17

16. Q1-2015 Report on Pest Management Strategy

Action: Resolution to receive for information

Pre-read: RSC:2015-18

17. Q1-2015 Report on Clean Buildings and Maintenance Strategy Update as of March 31, 2015

Action: Resolution to receive for information

Pre-read: RSC:2015-19

18. Q1-2015 Report on Community Safety Strategy

Action: Resolution to receive for information

Pre-read: RSC:2015-20

19. Q1-2015 Report on Installation and Maintenance of Security Cameras (CCTV)

Action: Resolution to receive for information

Pre-read: RSC:2015-21

20. Scholarship Report

Action: Resolution to receive for information

Pre-read: RSC:2015-22

21. 2015 RSC Work Plan

Action: Resolution to receive for information

Pre-read: RSC:2015-23

TERMINATION

DEFERRED REPORTS:

1. Partnerships and Sponsorship Strategy
2. Healthy Community Framework
3. Internal Transfer Policy Revisions
4. Tenant Chargeback Policy

Closed Meeting Agenda Items

A. Approval of Agenda and Review of Agenda Order

Action: Committee Approval

Pre-read: Agenda

Presenter: Chair

B. Chair’s Poll re:  Conflict of Interest

Action: Declaration

Pre-read: Agenda Conflict of Interest Policy

Presenter: Chair

C. Confirmation of Closed Meeting Minutes of:

• March 5, 2015; and 
• November 26, 2014 (revised)  

Action: Committee Approval

Pre-read: Minutes

Presenter: Chair

D. Business Arising from the Minutes and Committee Action Items Update

Action: Discussion

Pre-read: Action Item List

Presenter: Chair

Reports from the Resident Services Committee Chair:

E. Chair’s Report and Remarks

Action: Information

Pre-read: Oral Report

Presenter: Chair

Reports from Management:

F. Confidential report respecting matters that are or may be the subject of litigation or potential litigation, including matters before administrative tribunals, affecting the corporation

Action: Information

Pre-read: RSC:C2015-28

Presenter: Director of Strategic Planning and Stakeholder Relations

G. Confidential report respecting matters that are or may be the subject of litigation or potential litigation, including matters before administrative tribunals, affecting the corporation. This report deals with matters that are not required to be disclosed under the Municipal Freedom of Information and Protection of Privacy Act, including but not limited to recommendations of proposed policy or processes

Action: Information

Pre-read: RSC:C2015-29

Presenter: VP, Facilities Management

H. Confidential report respecting matters that are not required to be disclosed under the Municipal Freedom of Information and Protection of Privacy Act, including but not limited to matters about a proposed or pending transaction with a third party

Action: Committee and Board Approval

Pre-read: RSC:C2015-30

Presenter: VP, Resident and Community Services

I. Confidential report respecting Matters that are not required to be disclosed under the Municipal Freedom of Information and Protection of Privacy Act, including but not limited to personal matters about identifiable individuals, a proposed or pending transaction with a third party, and recommendations of proposed policy or processes

Action: Committee and Board Approval

Pre-read: RSC:C2015-31

Presenter: VP, Resident and Community Services

J. Confidential report respecting Matters that are not required to be disclosed under the Municipal Freedom of Information and Protection of Privacy Act, including but not limited to personal matters about identifiable individuals, a proposed or pending transaction with a third party, and recommendations of proposed policy or processes

Action: Committee and Board Approval

Pre-read: Report to follow

Presenter: VP, Resident and Community Services

K. Confidential report respecting Matters that are not required to be disclosed under the Municipal Freedom of Information and Protection of Privacy Act, including but not limited to personal matters about identifiable individuals, a proposed or pending transaction with a third party, and recommendations of proposed policy or processes

Action: Committee and Board Approval

Pre-read: Report to follow

Presenter: VP, Resident and Community Services

TERMINATION

Public Minutes

The Resident Services Committee (“RSC”) of Toronto Community Housing Corporation (“TCHC”) held a public meeting on June 3, 2015 in the Main Floor Conference Room, 931 Yonge Street, Toronto, commencing at 9:41 a.m.

Committee Directors Present:

Audrey Wubbenhorst, Chair

Councillor Frank Di Giorgio, Vice Chair

Catherine Wilkinson

Regrets:

Councillor Raymond Cho 

Also present:

Marta Asturi, Legal Counsel and Assistant Corporate Secretary

Lenna Bradburn, Vice President, Resident and Community Services

Nadia Gouveia, Manager, Economic Development and Resident Employment

Hugh Lawson, Director, Strategic Planning & Stakeholder Relations

Graham Leah, Vice President, Asset Management

Sheila Penny, Vice President, Facilities Management

Vishnu Ramsamujh, Consultant, Human Resources & Labour Relations

Greg Spearn, Interim President and Chief Executive Officer / Chief Development Officer

External Guests

Brian McCauley, Associate Manager, Nielsen Consumer Insights

Patricia Bowman, Senior Research Analyst, Nielsen Consumer Insights

A quorum being present, Ms. Audrey Wubbenhorst, the RSC Chair, called the public meeting to order and Ms. Mirela Bolentiru served as recording secretary.

Item 1 - Approval of Public Agenda and Consent Public Agenda

The Consent Public Agenda was comprised of Items 11 to 21. Except for Item 14 “Revitalization Engagement,” the Consent Public Agenda Items 11 to 13 and 15 to 21 were held for discussion. 

ON MOTION DULY MADE by Councillor Di Giorgio, seconded by Ms. Wilkinson and carried, the RSC received Item 14 for information on the Consent Public Agenda and approved the Public Agenda, subject to addressing Items 6, 7, 9 and 10 at the beginning of the meeting, and the balance of the public Items in the order as presented.

Item 2 - Declaration of Conflict of Interest

The Chair requested members of the RSC 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 RSC Chair polled for any deputations to be heard at the meeting and explained the deputation process. The Chair noted that two written deputations were received prior to the meeting in reference to Public Agenda Items 11, 13 and 14. Verbal deputations were received at the meeting with respect to the following items:

• Item 11 (Marcel Pereira);
• Item 13 (Marcel Pereira and Rhonda Ross);
• Item 14 (Marcel Pereira); and
• Item 15 (Allan Dundin).

Item 3 - Confirmation of Resident Services Committee Minutes – March 5, 2015

The RSC had before it the RSC minutes for the March 5, 2015 public meeting.

Motion carried

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Councillor Di Giorgio and carried, the RSC confirmed the March 5, 2015 minutes as presented.

Item 4 - Business Arising from the Minutes and Committee Action Items Update

Motion carried

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Councillor Di Giorgio and carried, the RSC received the report for information.

Item 5 - Chair's Report and Remarks (Verbal)

No report from the RSC Chair at this time.

Item 6 - Business in the Streets (BITS) Program (Verbal)

Ms. Gouveia provided the RSC with a PowerPoint presentation on the BITS Program. Hard copies of the presentation were distributed at the meeting to the RSC members and residents in attendance. 

The following discussion ensued:

• BITS is a stand-alone charity. TCHC runs programs in partnership with BITS.
• The intent of the BITS Program has been to provide financial assistance to enterprising youth and other populations who face barriers to employment, to enable their access to education and peer-mentorship.
• The BITS Program was a great success and on March 29, 2015 the first group of TCHC residents celebrated their graduation from this Program, including nine (9) women.
• BITS and TCHC have developed jointly successful initiatives, such as BITS Boot Camp. This camp is an 8-week intensive program that provides the BITS graduates with the knowledge and skills to develop a business plan, with assistance from a peer-mentor and industry professionals, and to run a successful business with financing and post-mentorship support.
• Program impact to date is reflected in over 40 TCHC participants who benefited from the program knowledge, skills and network building opportunities, to increase their self-confidence and business acumen.
• A specialized Boot Camp will be offered exclusively to TCHC resident women as a pilot project in the winter of 2015.
• BITS Program is located in Regent Park, downtown Toronto where it firstly had commenced its activities within the TCHC communities, and then has developed to the current level, including TCHC residents.

Two TCHC resident women, graduates from the BITS Program thanked TCHC staff and expressed their gratitude for their mentorship assistance in writing a viable business plan, teaching techniques for Internet search and business strategies.

Three operational businesses, led by TCHC residents, individually received a BITS grant in amount of $5,500 as start-up financing. Micro financing initiatives are also available through a line of credit to each BITS Program graduate.

Motion carried

ON MOTION DULY MADE by Councillor Di Giorgio, seconded by Ms. Wilkinson and carried, the RSC received the report for information.

Item 7 - 2015 Resident Survey, RSC:2015-24

The RSC had before it the above-captioned report (RSC:2015-24) from the Interim President and Chief Executive Officer. 

Mr. McCauley from Nielsen Consumer Insights presented the RSC with a summary of their report on the 2015 TCHC Resident Survey findings. The report was based on quantitative research conducted to better understand resident satisfaction with TCHC generally and with specific services. The report provides an analysis of the 2015 survey results in comparison to results of prior surveys conducted in the past, as well as benchmarking data available from the Institute for Citizen-Centred Service (ICCS), using the Common Measurement Tool (CMT) as the Canadian and international standard for public service satisfaction research. The following salient points were addressed:

• Research Methodology:
• Overall Satisfaction with All TCHC Services:
  • The 2015 overall resident satisfaction index was 64%, 4% lower than the 2012 level (68%). Overall satisfaction was higher in the TCHC direct managed buildings (68%) versus contract managed buildings (52%).
• Key Drivers: Overall Satisfaction:
  • A focus map was presented, including the following key drivers of the resident overall satisfaction index, showing the importance of each measure plotted against its respective performance level (the average score):
    • Keeping up the overall condition of the building;
    • Keeping residents informed about changes that affect them;
    • Keeping up the overall condition of each unit
    • Conducting emergency repairs in each unit;
    • Keeping each building or TCHC community safe and secure; and
    • Being respectful when serving residents.
• Conclusions and Recommendations.

Management presented the RSC with a summary of actions and next steps with respect to the 2015 Resident Survey, including the following main points:

• When negotiating new third-party contracts with building management providers, the service standard measures will be revisited to eliminate the difference between the resident satisfaction ratings in contract managed buildings versus direct managed buildings.
• To improve the overall building condition, which is the most pressing concern for residents, $175 million will be invested in 2015 for capital repairs. An advocacy initiative will be launched through the “Close the Housing Gap Campaign” to the federal and provincial governments for capital repair funding.
• Improved follow up process with the residents and contractors subsequent to each repair work that has been completed. A “Watch list” of vendors is being implemented to ensure that they meet the TCHC standards. “Close the Loop” program will be launched in the summer of 2015, to provide the residents with a way to report on their satisfaction level with respect to the repairs being done in their units. A parking enforcement unit will be re-instated by the end of 2015 to address the illegally parked vehicles on the TCHC properties.
• New metrics and targets will be in place in 2015 with respect to the Client Care Centre to improve service delivery to residents.
• Based on the 2015 Resident Survey results, 76% of the residents support moving towards a smoke-free TCHC. Management will discuss at the Board level the options available for the development and implementation of a no smoking policy.
• Based on the 2015 Resident Survey results, 33% of respondents have self-identified as having a physical disability. The 2015 TCHC Budget includes an amount of $6.5 million that has been allocated, in partnership with R-Path, for improved accessibility and safety upgrades. A newly revised Accessibility Policy will be implemented.
• Next steps include: the roll out of an improved communications strategy, delivery of workshops to divisions, include the feedback and results from the 2015 Resident Survey in the 2016 divisional planning and in the 2017-2020 Strategic Plan, explore opportunities for point-of-service satisfaction measures, and continuous assessment of the resident satisfaction index through the 2017 Resident Survey.

Action Item:

The RSC requested that Management report back with an action plan.

Motion carried

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Councillor Di Giorgio and carried, the RSC received the report for information.

Item 8 - Emergency Response Plan, RSC:2015-25

The RSC had before it the above-captioned report (RSC:2015-25) from the Interim President and Chief Executive Officer. 

Deferred

The RSC deferred the report to the next meeting.

Item 9 - Scholarship Policy, RSC:2015-26

The RSC had before it the above-captioned report (RSC:2015-26) from the Interim President and Chief Executive Officer. 

The RSC discussed with Management the report and the draft Scholarship Policy and raised questions for clarification with respect to the following:

• Scholarship amounts, allocation procedure and existing scholarships.
• Contact personnel for scholarship applications.
• Fund investment and disbursement, including the establishment of a Restricted Fund solely for the purpose of holding all funds intended for scholarships.
• Financial partnership(s): 
  • There is no current mechanism and/or framework in place to stimulate and facilitate new partnerships.
• Impact on TCHC’s not-for-profit status.
  •  Management is considering the not-for-profit status together with other aspects that need to be addressed.
• Formulation of clear scholarship funding rules and criteria:
  • Management has been working towards a corporate, Board approved Scholarship Policy to provide for a proper framework in place, with clear rules and selection criteria.

Deferred

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Councillor Di Giorgio and carried, the RSC deferred the report to the next meeting.

Item 10 - Sponsorship Policy, RSC:2015-27

The RSC had before it the above-captioned report (RSC:2015-27) from the Interim President and Chief Executive Officer. 

The RSC enquired as to volume of sponsorship opportunities and whether there have been cases of rejecting sponsorship opportunities. Management explained that there have been numerous sponsorship initiatives available that TCHC has not pursed due to lack of a corporate framework in place to provide the activities that TCHC may sponsor. There has been no direction from the Board of Directors with respect to the criteria for TCHC receiving or providing sponsorship opportunities.

The RSC noted that there were no resident engagement and consultations with respect to the development of this policy.

Deferred

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Councillor Di Giorgio and carried, the RSC deferred the report to the next meeting.

Item 11 - Q1-2015 Report on Participatory Budgeting (PB) Program, RSC:2015-13

The RSC had before it the above-captioned report (RSC:2015-13) from the Interim President and Chief Executive Officer. 

Mr. Marcel Pereira provided a written deputation prior to the meeting and made a verbal deputation at the meeting on this matter. 

Deferred

The RSC deferred the report to the next meeting.

Item 12 - Youth Initiatives, RSC:2015-14

The RSC had before it the above-captioned report (RSC:2015-14) from the Interim President and Chief Executive Officer. 

Deferred

The RSC deferred the report to the next meeting.

Item 13 - Resident Engagement Strategy, RSC:2015-15

The RSC had before it the above-captioned report (RSC:2015-15) from the Interim President and Chief Executive Officer. 

Mr. Marcel Pereira provided a written deputation prior to the meeting and made a verbal deputation at the meeting, and Ms. Rhonda Ross made a verbal deputation on this matter at the meeting.

Deferred

The RSC deferred the report to the next meeting.

Item 14 - Revitalization Engagement, RSC:2015-16

The RSC had before it the above-captioned report (RSC:2015-16) from the Interim President and Chief Executive Officer. 

Mr. Marcel Pereira provided a written deputation prior to the meeting and made a verbal deputation at the meeting on this matter.

Motion Carried

ON MOTION DULY MADE by Councillor Di Giorgio, seconded by Ms. Wilkinson and carried, the RSC received the report for information. 

Item 15 - Mental Health and Seniors Strategy, RSC:2015-17

The RSC had before it the above-captioned report (RSC:2015-17) from the Interim President and Chief Executive Officer. 

Mr. Allan Dundin made a verbal deputation on this matter at the meeting.

Deferred

The RSC deferred the report to the next meeting.

Item 16 - Q1-2015 Report on Pest Management Strategy, RSC:2015-18

The RSC had before it the above-captioned report (RSC:2015-18) from the Interim President and Chief Executive Officer.

Deferred

The RSC deferred the report to the next meeting.

Item 17 - Q1-2015 Report on Clean Buildings and Maintenance Strategy Update as of March 31, 2015, RSC:2015-19

The RSC had before it the above-captioned report (RSC:2015-19) from the Interim President and Chief Executive Officer.

Deferred

The RSC deferred the report to the next meeting.

Item 18 - Q1-2015 Report on Community Safety Strategy, RSC:2015-20

The RSC had before it the above-captioned report (RSC:2015-20) from the Interim President and Chief Executive Officer.

Deferred

The RSC deferred the report to the next meeting.

Item 19 - Q1-2015 Report on Installation and Maintenance of Security Cameras (CCTV), RSC:2015-21

The RSC had before it the above-captioned report (RSC:2015-21) from the Interim President and Chief Executive Officer.

Deferred

The RSC deferred the report to the next meeting.

Item 20 - Scholarship Report, RSC:2015-22

The RSC had before it the above-captioned report (RSC:2015-22) from the Interim President and Chief Executive Officer.

Deferred

The RSC deferred the report to the next meeting.

Item 21 - 2015 RSC Work Plan, RSC:2015-23

The RSC had before it the above-captioned report (RSC:2015-23).

Deferred

The RSC deferred the report to the next meeting.

TERMINATION

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Councillor Di Giorgio and carried, the RSC resolved to terminate the public meeting at 11:21 a.m.