Resident Services Committee (RSC) Meeting - July 28, 2016

Public Agenda

Item 1 - Approval of Public Meeting Agenda

Action: Committee Approval

Pre-read: Public Meeting Agenda

Presenter: Chair

Item 2 - Chair’s Poll re: Conflict of Interest

Action: Declaration

Pre-read

• Public Meeting Agenda
• Conflict of Interest Policy

Presenter: Chair

Item 3 - Confirmation of Public Meeting Minutes of May 30, 2016

Action: Committee Approval

Pre-read: Minutes

Presenter: Chair

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

Action: Discussion

Pre-read: Action Item List

Presenter: Chair

Report from the Resident Services Committee Chair

Item 5 - Chair’s Report and Remarks

Action: Information

Pre-read: Verbal Report

Presenter: Chair

Reports from Management

Item 6 - Q1- 2016 Report on Installation of Security Cameras (CCTV) (Deferred from May 30th RSC Meeting)

Action: Information

Pre-read: RSC:2016-24

Presenter: VP, Facilities Management

Item 7 - Youth Initiatives

Action: Information

Pre-read: RSC:2016-31

Presenter: Interim VP, Resident and Community Services

Item 8 - Scholarship Program Update

Action: Information

Pre-read: RSC:2016-32

Presenter: Interim VP, Resident & Community Services

Item 9 - Use of Sponsorship Funds

Action: Information

Pre-read: RSC:2016-33

Presenter: Interim VP, Resident & Community Services

Item 10 - Safer and More Secure Communities, Q1 2016 Update

Action: Information

Pre-read: RSC:2016-34

Presenter: Interim VP, Resident & Community Services

Item 11 - TCHC’s Referral Process to SPIDER Situation Table

Action: Information

Pre-read: RSC:2016-35

Presenter: Interim VP, Resident & Community Services

Item 12 - Update - Toronto Seniors Strategy Update

Action: Information

Pre-read: RSC:2016-37

Presenter: VP, Asset Management

Item 13 - 2016 Complaints Report

Action: Information

Pre-read: RSC:2016-38

Presenter: VP, Asset Management

Item 14 - Q2-16 Clean Buildings and Maintenance Report

Action: Information

Pre-read: RSC:2016-40

Presenter: VP, Asset Management

Item 15 - Update – Designated Buildings for On-Site Supports

Action: Information

Pre-read: RSC:2016-36

Presenter: Interim VP, Resident & Community Services

Item 16 - Engagement in Revitalization Communities – Regent Park Athletic Grounds and 261 Jarvis Street

Action: Information

Pre-read: RSC:2016-39

Presenter: President and Chief Executive Officer (Interim)

TERMINATION

Public Meeting Minutes

The Resident Services Committee (“RSC”) of Toronto Community Housing Corporation (“TCHC”) held a public meeting on July 28, 2016, in the Main Floor Conference Room, 931 Yonge Street, Toronto, commencing at 10:11 a.m.

Committee Directors Present:

Linda Jackson, Chair

Councillor Frank Di Giorgio, Vice Chair

Robert Carlo

Catherine Wilkinson

Ex Officio Director in Attendance:

Kevin Marshman (ex-officio) (via teleconference)

Committee Directors Absent:

Councillor Raymond Cho

Management present:

Simone Atungo, Vice President, Resident and Community Services (Interim)

Andalee Adamali, Business Planner, Strategic Planning & Stakeholder Relations

Ismail Ibrahim, Director of Compliance & Legal Counsel

Mark Johnson, General Counsel & Corporate Secretary

Hugh Lawson, Director, Strategic Planning & Stakeholder Relations

Graham Leah, Vice President, Asset Management

Ted Millward, Legal Counsel, Corporate 

Patricia Narine, Director, Program Services (Operational Initiatives), Asset Management

Boyd Dyer, Director of Smart Buildings & Energy Management

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

Lindsay Viets, Business Planner, Strategic Planning & Stakeholder Relations

Wayne Tuck, Chief Operating Officer

A quorum being present, Ms. Jackson, the RSC Chair, called the public meeting to order and Mr. Steven Iserhoff served as recording secretary.

Item 1 - Approval of Public Meeting Agenda

The consent Agenda items 6, 10, 12, 13, and 14 were held for discussion. 

First motion carried

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Mr. Carlo and carried, the RSC approved the Public Meeting Agenda as presented.

Second motion carried

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Mr. Carlo and carried, the RSC received items 7, 8, 9, 11, 15 and 16 for information.

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

A Verbal deputation was received at the meeting with respect to the following item:

• Ronda Ross (Item 6)

Item 3 Minutes - Confirmation of Resident Services Committee Minutes – May 30, 2016

The Committee had before it the draft Committee minutes for May 30, 2016.

The Committee asked Hugh Lawson to provide information that was captured by the external consultant during the Tenant Board Member Selection Process 2017. 

Action item:

Management to provide information from the consultant that performed a survey of tenants that participated in the previous tenant selection process. 

Motion carried

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Mr. Carlo and carried, the RSC confirmed the March 3, 2016 minutes subject to the following amendments:

Item 8 - Mental Health and Seniors, Partnerships, and Community Economic Development Strategies Update (RSC:2016-15)

Remove the text describing the contents of the deputant’s verbal deputation. 

Item 10 – Resident Engagement System Refresh Update (RSC:2016-17)

Remove the text describing the contents of the deputant’s verbal deputation. 

Item 16 - Tenant Board Member Selection Process 2017 (RSC:2016-22)

Remove the text describing the contents of the deputant’s verbal deputation.

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

The Committee discussed the following items on the Action Item List:

Item 9- The Committee enquired regarding Management’s efforts to resolve the issue regarding tenant access to lobby cameras. Management noted they are having meetings with Rogers and Bell to discuss additional technological options for access to lobby cameras. 

Item 11- The Committee asked about the 2017 Resident Survey. Management responded that they are looking at the ability to use money from the “Closing the Loop” pilot project to expand the survey so that it is more comprehensive and performed annually.

Item 12- The Committee asked about the transfer list, and whether applicants are informed of where they are on the list.  Management advised that applicant positions are constantly changing given the factors that impact transfers, and advising tenants of their position could create confusion and unrealistic expectations. 

Item 19- The Committee commented that the results of the Resident Engagement System Refresh Update were only published online.  Management advised that the results had not yet been provided by another means. 

Item 20- The Committee requested that the updated version of the Evictions for Cause Policy be circulated to Board members offline. 

Action item:

Circulate the Evictions for Cause Procedure to the Board offline.

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

The Chair noted that OCHE will begin reporting to the RSC in the fall, likely for the September meeting. 

The Chair also noted that she visited a number of ReSet communities and she wanted to thank the tenants that showed her around their communities. She stated that the day spent with the tenants left a lasting impression and she is thankful to both tenants and staff for the opportunity.

Item 6 - Q1- 2016 Report on Installation of Security Cameras (CCTV), RSC:2016-24

The RSC had before it the above-captioned report (RSC:2016-24). 

Ronda Ross deputed the item.

Boyd Dyer, Director of Smart Buildings & Energy Management, presented the report and answered questions.

Management noted that with older buildings it is difficult and expensive to retrofit the lobby cameras to feed video to tenants’ units if they do not have cable. Management went on to state that they working hard to find an alternative workable solution that is not cost prohibitive for the corporation, although such an alternative solution cannot be guaranteed.

The Committee asked if Management is aware of when the contracts with Bell and Rogers expire. Management noted that the contracts are expired and they are in discussion regarding new terms with both companies. Management noted that the discussion of the terms will include video feed from the lobby to be accessible to tenants’ in their units.

Management confirmed for the Committee that the camera upgrades described in the report are portfolio-wide and that the installation of cameras in elevators comes from a different budget.

Management also advised that they have been working with CSU and residents to determine where security cameras should be installed.

Motion carried

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

Item 7 - Youth Initiatives, RSC:2016-31

The RSC had before it the above-captioned report (RSC: 2016-31).

Simone Atungo, Interim Vice President of Resident and Community Services, presented the report and answered questions.

The Chair commended the work performed on this initiative. 

Motion carried

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

Item 10 - Safer and More Secure Communities, Q1 2016 Update, RSC:2016-34

The RSC had before it the above-captioned report (RSC:2016-34).

Simone Atungo, Interim Vice President of Resident and Community Services, presented the report and answered questions.

The Committee asked if many residents attend the meetings with Toronto Crime Stoppers. 

Management noted that attendance at these meetings varies, and emphasized that the meetings are meant to raise resident awareness. Management also noted that the meetings are often embedded within other meetings so residents aren’t singled out by others for attending a Crime Stoppers meeting. 

The Committee enquired about the overarching goal of the changes to the CSU deployment model, and noted the CSU deployment model has changed three times, but the report does not reflect a change in response times.

Management noted that the model is currently under review and will be brought to the Committee. Management also noted that they are looking for staff to fill dispatch roles so there is full coverage when it is required. Management stated that in developing the new deployment model, they have had consultations with residents and with Toronto Police Services (“TPS”), and have had discussions with other organizations that operate community safety units. 

Management stated that they are working with TPS to have more CSU officers designated as special constables.  

Management noted that the new model will have an emphasis on engagement, which is in keeping with the model that the TPS has recommended TCHC implement. 

The Committee requested that Management provide additional information on the development of the new deployment model. 

The Committee enquired regarding why only 1/3 of calls result in dispatches. Management noted that many calls are resolved on the phone or are of a nature that do not require CSU to be dispatched, such as minor noise or nuisance complaints. 

Action item:

Management to provide the Committee with additional information on the process to develop the new deployment model.

Motion carried

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

Item 12 - Update - Toronto Seniors Strategy Update, RSC:2016:37

The RSC had before it the above-captioned report (RSC:2016-37).

Graham Leah, Vice President of Asset Management, presented the report to the Committee.

The Committee indicated that it would have liked to have received a report with more information on what can be done to resolve the issues identified, and further noted performing safety audits and having meetings with tenants sets an expectation by tenants that issues will be resolved.

Management acknowledged the tenant expectations set by the audits, and stated that while some issues cannot be resolved, many can be addressed but it will take some time to accomplish. Management advised they will work towards summarizing the findings and potential solutions for the Tenant Councils, and will work with Asset Management to provide clear budgeting for safety spending.  

Motion carried

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Mr. Carlo and carried, the RSC received the report for information

Item 13 - 2016 Complaints Report, RSC:2016-38

The RSC had before it the above-captioned report (RSC:2016-38).

Graham Leah, Vice President of Asset Management, presented the report to the Committee.

The Committee asked how the complaint information is sourced. Management responded that the information is gathered from the EasyTrac System, into which all calls from the client care centre, walk-ins, and requests to superintendents are logged. 

The Committee noted the 10 day service standard response time to complaints, and commented that most tenants experience having to wait much longer. 

Management noted that this general standard was set out in 2002, and work is being done to better categorize the types of complaints and corresponding response times. Management also noted enhanced efforts to follow up on complaints that are more complex.

The Committee noted that the report notes challenges related to IT, and asked if this problem is going to be solved this year. Management noted they are working towards a long-term solution, but they are also implementing interim measures. 

Management noted there is an opportunity to better categorize the types of complaints, and to be clearer with tenants on what the steps are in handling their complaint.

The Committee asked if management can bring a revised Complaints Policy to the Committee, and Management advised that it is on the work plan.

The Committee enquired if it is possible to know if any of the 395 complaints that were closed lead to evictions. Management noted they are unable to provide that data due to current IT limitations, but indicated that the majority of complaints are related to noise and minor nuisances, which do not warrant eviction proceedings.

Action items:

• review the complaints process and bring forward a revised process to the RSC.
• report to the RSC quarterly on complaints.

Motion carried

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Mr. Carlo and carried, the RSC received the report for information.

Item 14 - Q2-16 Clean Buildings and Maintenance Report, RSC:2016-40

The RSC had before it the above-captioned report (RSC:2016-40).

Graham Leah, Vice President of Asset Management, presented the report.

The Committee noted that when work orders come to Superintendents in the building, custodial staff are not able to receive them because they do not have a smartphone with that capability. The Committee then stated that many custodians take over the role of superintendent and that not receiving work orders can cause a slowdown of progress for maintenance of buildings. The Committee then requested that Management provide information on what on-site staff have smartphones and the cost to equip all onsite staff with them. 

The Committee then asked when weekend cleaners will be starting in buildings as there have been many complaints. Management noted that the Mayor’s Task Force provided TCHC with $700,000 of incremental budged for weekend cleaning for 80 high-needs buildings. Management stated that these cleaners will be deployed over the next 6 weeks, however, the money will only last until the end of Q4 and 2017 will be dependent on approval through the budget process.

Action item:

Management to information offline to the Committee regarding the communications technology provided to building site staff, and the cost to equip all building site staff with smartphones.

Motion carried

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

TERMINATION

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Mr. Marshman and carried, the RSC resolved to terminate the public meeting at 11:27 a.m.