Resident Services Committee (RSC) Meeting - May 31, 2013

Public Agenda

1. Approval of  Agenda and Review of Agenda Order

Action: Approval

Pre-read: Agenda

Presenter: All

2. Receipt of Public Meeting Minutes of the former Tenant and Community Services Committee March 7, 2013

Action: Receipt

Pre-read: Minutes

Presenter: All

Reports from the Resident Services Committee Chair

3. Chair's Report and Remarks

Action: Information

Pre-read: -

Presenter: Chair

Reports from Management

4. Revised – Framework for Review of RGI Decisions

Action: Approval

Pre-read: RSC:2013-01

Presenter: VP, Asset Management & Director, Resident Access and Support

5. Internal Transfer Policy Revisions

Action: Information

Pre-read: RSC:2013-02

Presenter: VP, Resident Services & General Manager, AHCI

6. Visitor and Guest Policy

Action: Information

Pre-read: RSC:2013-03

Presenter: Manager, Operational Initiatives

7. Policy on Eviction for Cause (Non-Arrears) – Internal Staff Guidelines

Action: Information

Pre-read: Verbal Update

Presenter: Director, Resident Access and Support

8. Q2 2013 Town Hall Meetings

Action: Information

Pre-read: Verbal Update

Presenter: Director, Strategic Planning & Stakeholder Relations

9. Social Investment Fund – Supplementary Report 9 Year Review and Analysis

Action: Information

Pre-read: RSC:2013-04

Presenter: VP, Resident Services & Director, Resident Engagement & Community Development & Coordinator Information and Business Support

10. 2013 Work Plan

Action: Information

Pre-read: RSC:2013-05

Presenter: VP, Resident Services

TERMINATION

Public Meeting Minutes

The Resident Services Committee of Toronto Community Housing Corporation met on May 31, 2013, in the Main Floor Conference Room, 931 Yonge Street and via teleconference, commencing at 9:35 a.m.

Committee Directors present:

Catherine Wilkinson, Chair 

Munira Abukar (via teleconference)

Councillor Maria Augimeri

Zahir Bhaidani

Regrets:

None

Also present:

Marta Asturi, Legal Counsel and Corporate Secretary

Mary Boushel, Director, Resident Access and Support 

Paul Chisholm, General Manager, Access Housing Connections Inc.

Wanda Evans, Manager, Operational Initiatives

Michelle Haney-Kileeg, Vice President, Resident Services

Hugh Lawson, Director, Strategic Planning & Stakeholder Relations   

Graham Leah, Vice President, Asset Management

Janice Lewkoski, Board Secretary

Patricia Narine, Director, Resident Engagement & Community Development

Lindsey Viets, Coordinator, Information & Business Supports

Catherine Wilkinson, the Committee Chair, called the meeting to order and Mirela Bolentiru served as recording secretary.

Item 1 - Confirmation of Agenda

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 submission and four requests for verbal deputations were received prior to the meeting. Two deputants attended and provided verbal deputations with respect to agenda item 4 “Revised – Framework for Review of RGI Decisions.” One deputant attended and provided a verbal deputation with respect to agenda item 5 “Internal Transfer Policy Revisions.” One deputant attended and provided a verbal deputation with respect to agenda item 9 “Social Investment Fund – Supplementary Report 9 Year Review and Analysis”.

Item 2 - Receipt of Public Meeting Minutes of the former Tenant and Community Services Committee March 7, 2013

Motion carried

ON MOTION DULY MADE by Mr. Zahir Bhaidani, seconded by Ms. Munira Abukar, the Resident Services Committee received the above-captioned minutes.

The Committee noted that there was no action item list presented at the meeting and requested that management follow up with the action items from the former Tenant and Community Services Committee and divide them between the two newly created committees (Resident Services and Building Standards and Neighbourhood Safety) for presentation at the next Committee meetings.

Item 3 - Chair's Report and Remarks

The Committee Chair welcomed the Committee members and staff in attendance at the meeting. 

The Committee Chair introduced the Vice President, Resident Services, who provided an update on the Resident Services Division, including the tenant engagement process, new model implementation, expected elections by early 2014 and extended consultations with residents over the summer. Management will have a plan in place by August and will update the Committee at its September 2013 meeting.

The Committee Chair requested that staff advise the existing tenant representatives of the delay in the elections process and the timeframe for communication.

• Management explained that all residents will be duly informed with respect to the delay in the elections process, using different vehicles of communication, such as a Resident Newsletter, telephone, in person, etc. The communication process will unfold from June to October 2013, to offer the residents enough opportunities to participate in the consultations process.

Item 4 - Revised – Framework for Review of RGI Decisions, RSC:2013-01

The Resident Services Committee had before it the above-captioned report (RSC:2013-01) from the President and Chief Executive Officer.  

Nina Hall, Staff Lawyer, Kensington-Bellwoods Community Legal Services and Linda Mitchell, Scarborough Community Legal Services provided verbal deputations in relation to this item.

A written submission from ACTO TDCP (Advocacy Centre for Tenants Ontario) was provided in relation to this item.

A discussion ensued, including the following highlights:

• Adoption of an internal, clear review process that mirrors the Ottawa Housing Authority internal review process, in accordance with the Lesage report recommendations.
• External Review Panel’s composition.
• Eviction Prevention and related policies.
• Availability of translated documentation.
• Clear communication with the residents.
• Involvement of legal clinics.
• Simplify rental calculation materials for the residents’ better understanding. 
• Procedural rules.
• Management clarified that the internal model is being used on an interim basis, until the external model is finalized and implemented as approved by the Board of Directors. Management will report back to the Committee at its September 2013 meeting.
• The General Manager of Access Housing Connections Inc. (AHCI) presented the model of external panel that AHCI has been using successfully. There are risks associated with the panel members not applying the rules appropriately.
• The Committee recommended that:
  • staff apply the best practices in the industry from organizations that have been using their models successfully, such as: Ottawa, City of Toronto, AHCI;
  • availability of translators with respect to translating panel documentation at the resident’s request and own cost.
  • panel members be trained by a third party;
  • legal clinics be part of the Review Panel’s membership;
  • no TCHC staff as members of the Review Panel, but one TCHC staff as resource.
• The Committee requested that:
  • staff provide the Committee with a list of potential Review Panel members as well as an instructions manual.
  • staff report back to the Committee on the cost of an eviction to the Corporation, including:
    • legal representation costs;
    • staff required to be in attendance at the LTB hearings;
    • vacancy loss;
    • unit turnaround costs, or other costs associated with evictions.
  • staff report back on the process TCHC has in place to support the residents who have to be evicted by providing them with alternate landlord contacts and connecting them with social housing services available in their area.

Motion carried

ON MOTION DULY MADE by Councillor Maria Augimeri, seconded by Mr. Zahir Bhaidani, the Resident Services Committee agreed to support the Framework for Review of RGI Decisions approved by the Board at its February 6, 2013 meeting and requested management to conduct further consultations with stakeholders to address all points raised at the May 31, 2013 Committee meeting.

Item 5 - Internal Transfer Policy Revisions, RSC:2013-02

The Resident Services Committee had before it the above-captioned report (RSC:2013-02) from the President and Chief Executive Officer.  

Mabel Ernest provided a verbal deputation in relation to this item.

The Committee and management discussed the following:

• Difference between being a victim and being a witness of crime.
• Issue with respect to temporary relocation of the residents who are victims and/or witnesses of crime as outlined in the 2006 Transfer Policy. 
• Temporary relocation of the residents in the same area was proposed, subject to availability, versus to a shelter. Management will address this matter during consultations with residents as part of the review process of the Internal Transfer Policy.
• Special priority transfers and over housed households are under review.
• Special priority versus medical priority – management explained that special priority refers to the abuse cases and is regulated by the current legislation (Housing Services Act) while medical priority relates to medical issues. 1,700 residents are currently on the medical priority list.
• Ways to decrease transfer timeframe.

The Committee recommended that management inform the City Councillors of the consultation process in their respective areas.

Motion carried

ON MOTION DULY MADE by Councillor Maria Augimeri, seconded by Mr. Zahir Bhaidani, the Resident Services Committee received the report for information.

Item 6 - Visitor and Guest Policy, RSC:2013-03

The Resident Services Committee had before it the above-captioned report (RSC:2013-03) from the President and Chief Executive Officer.  

A discussion ensued, including the following highlights:

• Difference between a resident and a visitor.
• The Committee recommended that a community poster be available at all TCHC locations, versus mailing out and posting on the TCHC website, to effectively communicate to the residents the Visitor and Guest Policy and related information. 
• The Committee recommended that “Key Messages” included in Appendix B, last bullet, be amended by replacing “can” with “may request to”.
• Concerns were raised with respect to the residents perceiving this policy as policing their lives.
• The Committee noted that while similar policies from other social housing providers stipulate that a tenant may have a guest stay in their home for a maximum of 14 days, in total, within a 12-month period, TCHC’s policy provides for 30 days, in total, within a 12-month period. 
• Monitoring process through the complaints received from residents and staff.

Motion carried

ON MOTION DULY MADE by Councillor Maria Augimeri, seconded by Mr. Zahir Bhaidani, the Resident Services Committee received the report for information.

Item 7 - Policy on Eviction for Cause (Non-Arrears) – Internal Staff Guidelines, Verbal

Management presented the Committee with an update on the Policy on Eviction for Cause, including the following:

• Management met with the Ombudsman in April 2013 with respect to the internal staff guidelines.
• The Tenant Governance Workgroup is developing a brochure on this policy for dissemination to all TCHC residents.
• Next steps:
  • Consultation with legal clinics.
  • Communication to residents.
  • Training of staff in the fall.
• The Committee requested that staff report back on after eviction process, detailing the ways of assisting the evicted tenants.

Motion carried

ON MOTION DULY MADE by Councillor Maria Augimeri, seconded by Mr. Zahir Bhaidani, the Resident Services Committee received this report for information.

Item 8 - Q2 2013 Town Hall Meetings, Verbal

Management presented the Committee with an update with respect to the Q2 2013 Town Hall meetings, including the following highlights:

• Explanation of the Town Hall meeting typical process:
  • Staff note the issues raised at the meetings and assign them to the appropriate executive for follow up and action.
  • The President and CEO meets with the residents to discuss individual and/or systemic issues, and then he follows up and reports back.
• The Committee noted that the City Councillors in the areas where the Town Hall meetings are held have to be duly informed with respect to the dates and locations of such meetings.
  • Management confirmed that the respective City Councillors are notified in due time with respect to venues.
• The Committee asked whether the issues raised and remedial actions are evaluated to determine their additional value. 
  • Management explained that the additional value is translated into community engagement with the residents and their contributions are taken into consideration by the President and CEO and other senior executives in their decision making roles.

Motion carried

ON MOTION DULY MADE by Councillor Maria Augimeri, seconded by Mr. Zahir Bhaidani, the Resident Services Committee received this report for information.

Item 9 - Social Investment Fund – Supplementary Report 9 Year Review and Analysis, RSC:2013-04

The Resident Services Committee had before it the above-captioned report (RSC:2013-04) from the President and Chief Executive Officer.  

Miguel Avila Velarde provided a verbal deputation in relation to this item.

A discussion ensued, addressing the following matters:

• The Committee requested that staff assist Miguel Avila Velarde (who made a verbal deputation) in resolving the issue of lack of access to the bulletin board in his community. 
• Grant sources – from TCHC Operations. The grants were provided annually up to 2011 when they were discontinued.
• The Committee asked for details with respect to any evaluation performed on whether the intended purpose of the program was met and its sustainability.
• The SIF Review Committee (which includes resident members) evaluates each project to ensure that TCHC residents are directly and actively involved in the SIF funded projects.
• Funds are distributed according to a scheduled breakdown.
• In order to receive the next funding, the applicants have to submit a status report of their projects.
• The Committee asked whether random audits are performed to determine misuse of funds or fraud.
  • Staff explained that while random audits are not performed, the reporting process ensures that the timelines are met and copies of receipts are provided.
  • If staff have further questions related to a status report from an applicant, they will ask for further details for clarification.
• The Committee noted that 124 applicants did not report back with respect to the status of their projects and asked whether staff is following up with them to retrieve the SIF funds allocated.
• 105 grants were assigned primarily to youth.

Motion carried

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

Item 10 - 2013 Work Plan, RSC:2013-05

The Resident Services Committee had before it the above-captioned report (RSC:2013-05) from the President and Chief Executive Officer.  

A discussion ensued and the Committee noted that:

• The current format of the Work Plan is difficult to understand and requested that staff use the former format. 
• The annual tenant survey in paper format has not yet been applied. Management deferred this item to August or September 2013 when the necessary resources become available.
• Unit swaps (that were successful in U.K.) were due for implementation in November 2012. The Committee requested that staff follow up on this matter and report back at a future meeting.

Motion carried

ON MOTION DULY MADE by Councillor Maria Augimeri, seconded by Mr. Zahir Bhaidani, the Resident Services Committee received this report for information.

PUBLIC MEETING PROCEEDINGS

The Resident Services Committee adjourned the public meeting at 11:42 a.m.

CLOSED MEETING PROCEEDINGS 

The Resident Services Committee resolved to meet in closed meeting at 11:44 a.m. to consider items A, B, C and D.

TERMINATION

The meeting of the Resident Services Committee terminated at 11:49 a.m.