Resident Services Committee (RSC) Meeting - July 10, 2013

Public Agenda

1. Approval of  Agenda and Review of Agenda Order

Action: Approval

Pre-read: Agenda

Presenter: All

2. Confirmation of Public Meeting Minutes of May 31, 2013

Action: Approval

Pre-read: Minutes

Presenter: All

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

Action: Discussion

Pre-read: Action Item List

Presenter: All

Reports from the Building and Investment Committee Chair

4. Chair's Report and Remarks

Action: Information

Pre-read: -

Presenter: Chair

Reports from Management

5. Q1 2013 Quarterly Performance Report

Action: Information

Pre-read: RSC:2013-07

Presenter: Director, Strategic Planning & Stakeholder Relations

6. Communications Strategy with Tenants

Action: Information

Pre-read: Verbal

Presenter: Director, Strategic Communications

7. Resident Engagement Strategy Update

Action: Information

Pre-read: Verbal

Presenter: VP, Resident Services

8. 2013 Tenant Survey

Action: Information

Pre-read: Verbal

Presenter: Director, Strategic Planning & Stakeholder Relations

9. Year of the Youth Action Plan

Action: Information

Pre-read: RSC:2013-08

Presenter: VP, Resident Services

10. 2013 Work Plan (revised)

Action: Approval

Pre-read: RSC:2013-09

Presenter: VP, Resident Services

TERMINATION

Public Meeting Minutes

The Resident Services Committee of Toronto Community Housing Corporation held a public meeting on July 10, 2013, in the Main Floor Conference Room, 931 Yonge Street, Toronto, commencing at 9:39 a.m.

Committee Directors present:

Catherine Wilkinson, Chair 

Munira Abukar

Regrets:

Councillor Maria Augimeri

Zahir Bhaidani

Also present:

Marta Asturi, Legal Counsel and Corporate Secretary

Mary Boushel, Director, Resident Access and Support 

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

Hugh Lawson, Director, Strategic Planning & Stakeholder Relations   

Bruce Malloch, Director, Strategic Communications

A quorum being present, Ms. Catherine Wilkinson, 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. Munira Abukar, seconded by Ms. Catherine Wilkinson, the Resident Services Committee approved the agenda as presented.

Declaration of Conflict of Interest

The Chair requested members of the Resident Services 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 10 “2013 Work Plan (Revised)”.

Item 2 - Confirmation of Resident Services Committee Minutes – May 31, 2013

The Committee noted that on page 6, Item 7 “Policy on Eviction for Cause (Non-Arrears) – Internal Staff Guidelines (verbal)”, second bullet, the Tenant Governance Workgroup is developing a brochure on this policy for dissemination to all TCHC residents. The Committee requested that management present the draft brochure to the Committee for its approval, prior to disseminating it to all TCHC residents. The Committee recommended that management be proactive with respect to the next steps (consultation with legal clinics, communication to residents and training of staff in fall) and engage the City’s Ombudsman support on how new items tie in with the panel, the Ombudsman Office and its recent report (May 2013).

Motion carried

ON MOTION DULY MADE by Ms. Munira Abukar, seconded by Ms. Catherine Wilkinson, the Resident Services Committee confirmed the above-captioned minutes

Item 3 - Business Arising from the Minutes and Committee Action Items Update

Motion carried

ON MOTION DULY MADE by Ms. Munira Abukar, seconded by Ms. Catherine Wilkinson, the Resident Services Committee received the report for information.

Item 4 - Chair's Report and Remarks – Verbal

The Committee Chair welcomed the Committee members and staff in attendance at the meeting.  The Committee Chair noted that Ramadan was being celebrated in some TCHC communities, wishing to all those residents a “Happy Ramadan”.

Item 5 - Q1 2013 Quarterly Performance Report, RSC:2013-07

The Resident Services Committee had before it the above-captioned report (RSC:2013-07) from the President and Chief Executive Officer.  

A discussion ensued, including the following highlights:

• Successful Tenancies – Eviction Prevention – Household in Arrears – Reduction over Time, second paragraph (page 3): The Committee noted that a significant number of RGI residents continue to fail to submit their rent review packages on time, affecting their rent geared to income eligibility; and inquired if  there is a follow up process currently in place. Management informed the Committee that while there is a follow up process in place, it is not standardized for consistent compliance across the portfolio. The Committee recommended that management implement a reminder system for all residents with respect to submitting their rent review packages in due time.
• Enhanced Community Safety – Community Safety Strategy – Anti-Social Behaviour Occurrences (page 9):
  • The Committee noted that assault (82), murder (6) and possession of dangerous weapons (5) are the majority of the 112 total recorded top serious event occurrences. The Committee raised concerns and discussed following with management:
    • these occurrences carry a criminal charge by the police;
    • staff has been working diligently to apply eviction for cause in the anti-social behaviour cases in the most effective manner and will provide the Committee with data in this respect at a future meeting; and 
    • staff cooperates with the police on providing TCHC video footage when requested to assist with an investigation.
• Improved Customer Service – Customer Service Strategy – Non-Maintenance Service Request Resolution Time (pages 15 and 16):
  • The Committee noted that the top three categories of outstanding non-maintenance service requests created in Q3 2012 were document requests, account inquiries and administration. The Committee requested clarity on the meaning of those categories; how to differentiate between administrative and technical requests; and the rationale as to why those top three categories of requests cannot be addressed within the quarter they have been created.  Management will follow up on this matter to address the Committee’s concerns at a future meeting.
• Improved Customer Service – Customer Service Strategy – Repairs Request Resolution Turnaround Time (pages 18-21):
  • Top 10 categories for work orders created and outstanding in Q1 2013 – Pest Control:  The Committee discussed whether the pest control category be removed from the table of work orders as it cannot be addressed within five (5) days; but rather that management report on pest control separately.
    • The Committee requested staff to make a presentation on the Pest Control Strategy, including the following:
      1. Measures in place to reduce infestation levels and costs to TCHC.
      2. Measures that staff have taken to ensure staff compliance with respect to the provision of mattress encasements and plastic bags as per the Pest Control Strategy.
      3. Staff considerations to reduce the financial burden of laundry requirement in regards of the provision of preloaded laundry cards and funding allotment to residents where machines are coin operated.
      4. Efforts to seek out community partners for provision of laundry supplies, gently used furnishings, or financial contributions to assist residents with bed bug infestations.
      5. Staff consideration on provision of air tight, reusable plastic storage bins to assist residents, prior to and during the treatment process, to further reduce the TCHC costs of provision of plastic bags.
  • Replacement of fridges and stoves: the Committee requested management to provide details with respect to an action plan to replacing fridges and stoves when they breakdown.
• Emergency protocol and response – call centre responsiveness.
  • The Committee noted that:
    • the residents have only one number to call;
    • an additional, specially designated number is needed for special, emergency situations such as a flood;
    • there is staff shortage during long weekends; and
    • whether staff is able to handle an increased volume of calls.
  • Management informed the Committee that the call centre responsiveness is part of the re-alignment of the Facilities Management department and will report back with the requested information at a future meeting.

Motion carried

ON MOTION DULY MADE by Ms. Munira Abukar, seconded by Ms. Catherine Wilkinson, the Resident Services Committee received the report for information.

Item 6 - Communications Strategy with Tenants, Verbal

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

• A communications plan for residents will be brought forward to the Committee at the September 2013 meeting.  As requested by the Committee, timelines be attached to the communications plan.
• The plan will integrate all available channels of communication (print, online, electronic and face-to-face) for an effective approach, matching cost effective solutions.
• Posting materials in the most reliable ways such as bulletin boards.
• Distribution of a revised version of the Resident’s Handbook in fall.
  • The Committee requested that management present the revised Resident’s Handbook to the Committee for its approval, prior to public distribution.
• Also in the process of revamping TCHC’s external website.
• Accessible WIFI access is being explored.
• Also exploring option of Twitter accounts to communicate with residents.
• Communicating with the residents should be a seamless process across the portfolio, whereby residents should receive timely update on news affecting their community and in cases of an emergency. 

Motion carried

ON MOTION DULY MADE by Ms. Munira Abukar, seconded by Ms. Catherine Wilkinson, the Resident Services Committee received the report for information.

Item 7 - Resident Engagement Strategy Update, Verbal

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

• “One size fits all” is not working as the sole form of resident engagement.  New element being introduced is the Resident Association model. The President and CEO is committed to change the current engagement system by including the Resident Association model, and a plan is underway on how to train residents about the merits and responsibilities of being members of the Resident Association.
• Engagement of a consultant, selected through an RFP process, to facilitate the consultation process with the residents on the implementation of the Resident Association model and provide a report with recommendations to management. The RFP was issued and closed last Monday. 

Motion carried

ON MOTION DULY MADE by Ms. Munira Abukar, seconded by Ms. Catherine Wilkinson, the Resident Services Committee received the report for information.

Item 8 - 2013 Tenant Survey, Verbal

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

• Management is seeking the Committee’s guidance and input with respect to the implementation of the 2013 resident survey.
• Some communities have more issues than others. The following factors were discussed as they relate to the tenant survey process:
  • How to address residents’ issues and their solutions.
  • Appropriateness of the statistical sample survey of the residents to gather information versus the census survey of all residents.
  • Issue a more in depth survey for the communities having more issues.
  • The cost implications of a telephone survey that costs about $60,000 versus the paper format that may cost about $500,000.
• The Committee noted the delay in issuing the resident survey.  The Committee recommended the paper tenant survey to all residents as most appropriate, and suggested staff look at cost effective means of distributing the survey through use of inter-office mail and engagement of tenant representatives to assist with the distribution.
• Management will bring back to the Committee a proposal with respect to the resident survey in paper format, including a cost analysis and other alternate solutions available. The proposal will also include recommendations with respect to the content of the survey questions versus questions used in prior surveys and individualized for certain communities.

Motion carried

ON MOTION DULY MADE by Ms. Munira Abukar, seconded by Ms. Catherine Wilkinson, the Resident Services Committee received this report for information.

Item 9 - Year of the Youth Action Plan, RSC:2013-08

The Resident Services Committee had before it the above-captioned report (RSC:2013-08) from the President and Chief Executive Officer.  

A discussion ensued between the Committee and management, addressing the following highlights:

• 19 initiatives commenced in 2013, deemed the Year of the Youth.
• The Committee noted the sustainability issue with respect to the Economic Opportunities and Youth Employment. The creation of a new position for Manager of Economic Opportunities and Resident Employment will help to address the challenges.
• The Committee noted the post secondary graduates should be included in the action plan, as they are the most valuable TCHC assets. 
• The Committee requested a breakdown of the youth in percentages (%) for high school and college/university graduates.
• The Committee noted that:
  • Duplication of funding from TCHC and the City should be avoided.
  • Young people need to be consistently involved.
  • Board members should be notified with respect to the community events.
• Management provided the Committee with following updates:
  • Numerous applications have been received for the 15 newly created intern roles. Part-time jobs created for the months of July and August 2013 with consolidated salaries.
  • Weekly sports activities were organized for youth between 14 to 16 years old.
  • Midnight basketball initiative engaged six (6) communities simultaneously.
  • In 2013, two job fairs were planned: one job fair was completed on April 27, 2013. More than 430 youth attended and were interviewed. 135 youth were hired for Rookie League Positions (full time summer employment). The second job fair will be held in fall 2013, in partnership with UPS (United Parcel Service). 
  • Launching of the YouthWorx program in 11 operating units across the city in 2013. The program is an integral part of the TCHC’s Year of the Youth commitment to the economic and skills development of youth. The program will provide 100 full time 7-week contract summer employment opportunities to young TCHC residents in the months of July and August 2013 in various small scale jobs.

Motion carried

ON MOTION DULY MADE by Ms. Munira Abukar, seconded by Ms. Catherine Wilkinson, the Resident Services Committee received this report for information.

Item 10 - 2013 Work Plan (Revised), RSC:2013-09

The Resident Services Committee had before it the above-captioned report (RSC:2013-09) from the President and Chief Executive Officer.  

Susan Gapka provided a verbal deputation in relation to this item.

A discussion ensued, addressing the following matters:

• The Committee noted that the 2013 Work Plan did not include the following policies: tenant charge back, emergency response, relocation of tenants with sale of homes, mental health framework, senior strategy, status of participatory budget process and pride parade.
• The Committee raised concerns with respect to tracking items completed on the Work Plan.
• The Committee recommended that “Successful Tenancies” be renamed and replaced with “Promoting Successful Tenancies”.
• The Committee will be reviewing the status of the Ombudsman’s May 2013 report at its next few meetings.

Motion carried

ON MOTION DULY MADE by Ms. Munira Abukar, seconded by Ms. Catherine Wilkinson, the Resident Services Committee received this report for information and discussion.

PUBLIC MEETING PROCEEDINGS

The Resident Services Committee adjourned the public meeting at 12:05 p.m.

CLOSED MEETING PROCEEDINGS 

ON MOTION DULY MADE by Ms. Munira Abukar, seconded by Ms. Catherine Wilkinson, the Resident Services Committee resolved to meet in closed meeting at 12:05 p.m. to consider items A, B, C and D.

TERMINATION

The meeting of the Resident Services Committee terminated at 12:13 p.m.