Resident Service Committee (RSC) Meeting - March 5, 2015

Agenda

Public Meeting Agenda

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 Conflict of Interest Policy

Presenter: Chair

3. Confirmation of Public Meeting Minutes of November 26, 2014

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: n/a

Presenter: Chair

Reports from Management:

6. Q4-2014 Report on Participatory Budgeting (PB) Program

Action: Information

Pre-read: RSC:2015-02

Presenter: VP, Facilities Management

7. Youth Initiatives Quarterly Report (Q4 2014)

Action: Information

Pre-read: RSC:2015-03

Presenter: VP, Resident and Community Services

Withdrawn

9. Q4-2014 Report on Pest Management Strategy

Action: Information

Pre-read: RSC:2015-05

Presenter: VP, Asset Management

10. Q4-2014 Report on Clean Buildings and Maintenance Strategy Updates as of December 31, 2014

Action: Information

Pre-read: RSC:2015-06

Presenter: VP, Asset Management

11. Q4-2014 Report on Community Safety Strategy

Action: Information

Pre-read: RSC:2015-07

Presenter: VP, Resident and Community Services

12. Update on the Translation and Interpretation Policy

Action: Information

Pre-read: RSC:2015-08

Presenter: Director, Strategic Communications

13. Q4-2014 Report on Installation and Maintenance of Security Cameras (CCTV)

Action: Information

Pre-read: RSC:2015-09

Presenter: VP, Facilities Management

14. Update on Implementation of the Ombudsman’s Housing at Risk Recommendations

Action: Information

Pre-read: RSC:2015-10

Presenter: Director of Strategic Planning and Stakeholder Relations

15. Revised 2015 Work Plan

Action: Committee Approval

Pre-read: RSC:2015-11

Presenter: VP, Resident and Community Services; and VP, Asset Management

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 and Conflict of Interest Policy

Presenter: Chair

C. Confirmation of Closed Meeting Minutes of November 26, 2014

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: n/a

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 for Q4 2014

Action: Information

Pre-read: RSC:C2015-12

Presenter: Director of Strategic Planning and Stakeholder Relations

New G. 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: Information

Pre-read: RSC:C2015-04

Presenter: VP, Asset Management

TERMINATION

Public Minutes

The Resident Services Committee (“RSC”) of Toronto Community Housing Corporation (“TCHC”) held a public meeting on March 5, 2015 in the Main Floor Conference Room, 931 Yonge Street, Toronto, commencing at 9:36 a.m.

Committee Directors Present:

Audrey Wubbenhorst, Chair

Councillor Frank Di Giorgio, Vice Chair

Councillor Cho

Catherine Wilkinson

Also present:

Marta Asturi, Legal Counsel and Assistant Corporate Secretary

Lenna Bradburn, Vice President, Resident and Community Services

Richard Grotsch, Manager, Integrated Pest Management

Jason Keddy, Director of Community Safety Unit

Hugh Lawson, Director, Strategic Planning & Stakeholder Relations

Graham Leah, Vice President, Asset Management

Bruce Malloch, Director, Strategic Communications

Sheila Penny, Vice President, Facilities Management

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

Cynthia Summers, Commissioner of Housing Equity

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 Agenda

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Councillor Cho and carried, the RSC approved the agenda, subject to the addition of a new verbal Item 16 “Staff Directory on the TCHC’s website.”

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 no written deputations were received prior to the meeting and one request for a verbal deputation was received at the meeting with respect to the public agenda Item 13.

Item 3 - Confirmation of Resident Services Committee Minutes – November 26, 2014

The RSC had before it the RSC minutes for the November 26, 2014 public meeting.

Motion carried

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Ms.Wubbenhorst and carried, the RSC confirmed the November 26, 2014 minutes as presented.

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

The RSC noted that numerous action items have not had assigned a target date for completion while other items have been completed and should be removed from the report. Ms. Wilkinson will work with Management to provide feedback and revise the report.

The RSC raised questions with respect to the following:

• Frequency of the Tenant Survey (page 5): Ms. Wilkinson, in her role as a member of the Tenant Survey Sub-committee, provided a summary description of the current Tenant Survey process that includes a survey to be distributed to all the TCHC residents every other year. In 2015, the survey will be ready for distribution in June.  A report to the Committee is anticipated at the next meeting on the process and cost to implement the survey.

Motion carried

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Councillor Di Giorgio and carried, the RSC agreed upon holding meetings every other month versus quarterly meetings.

Motion carried

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Councillor Di Giorgio and carried, the RSC received the report for information and requested that the report be updated for the next RSC meeting.

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

No report from the RSC Chair at this time.

Item 6 - Q4-2014 Report on Participatory Budgeting (PB) Program, RSC:2015-02

The RSC had before it the above-captioned report (RSC:2015-02) from the Interim President and Chief Executive Officer. 

A discussion ensued, including the following main points:

• The RSC discussed the timing of approval of the funds and the timing of full implementation of the projects. 
  • Management explained that the chart provided on page 4 of the report included the 2013, 2014 and 2015 PB timelines, showing in colour codes all the steps involved in the 18-month PB process and the overlapped stages from one year to the next year.
  • The 2015 projects will be delivered from 2015 up to Q3 2016.
  • The January to March meetings with tenants to discuss allocation of PB funding was delayed due to the tenant representatives election process that took place at the same time.
• The RSC emphasized the need of proper and timely communications with the residents and the importance of educating residents with respect to their expectations related to each year’s PB projects.
• Funding allocation methodology:
  • Management explained that the funding is allocated to TCHC buildings across the City of Toronto, depending on the number of buildings, residents, etc. 

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 - Youth Initiatives Quarterly Report (Q4-2014), RSC:2015-03

The RSC had before it the above-captioned report (RSC:2015-03) from the Interim President and Chief Executive Officer.

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 - Update on Evictions for Cause Policy, RSC:2015-04

Withdrawn

The report was withdrawn from the public agenda.

Item 9 - Q4-2014 Report on Pest Management Strategy, RSC:2015-05

The RSC had before it the above-captioned report (RSC:2015-05) from the Interim President and Chief Executive Officer. 

The RSC discussed the following with Management:

• An increase in the number of pest treatments, and inquired whether there was an increase in reported cases versus an increase in pest infestations. Management explained that the number of treatments increased while the cost per treatment decreased due to a proactive approach versus a reactive approach. The pest management strategy shifted from locally managed in 2014 to a centralized system for proactivity in 2015.
• Management further advised that the 2015 resident education program will be part of a longer term pest management strategy.
• The RSC made the following recommendations.
  • Issuance of a poster in common areas (such as mail room and laundry room) for residents’ information with respect to the ways TCHC and the residents are working together, thriving to keep the TCHC communities pest free. 
  • Addition of a section on the TCHC’s website with respect to pest management, for public information regarding the steps taken by TCHC to address pest infestations and contact information of the TCHC staff for reporting purposes.

Action Item:

The RSC requested management to report back on the pest management strategy, including ways of effective communication with residents and pest control education programs offered to them.

Motion carried

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

Item 10 - Q4-2014 Report on Clean Buildings and Maintenance Strategy Updates as of December 31, 2014, RSC:2015-06

The RSC had before it the above-captioned report (RSC:2015-06) from the Interim President and Chief Executive Officer. 

A discussion ensued, including the following main points:

• The RSC requested clarification with respect to the decrease in maintenance service levels in the fourth quarter of 2014 and the number of annual unit inspections (page 4).
  • Management explained that in addition to an increase of heating service interruptions on extremely cold days during December 2014, there was also an increase in maintenance work orders initiated by the State of Good Repair Program and the annual unit inspection process. According to the current legislation, one annual unit inspection is required.
  • TCHC allocates in-house resources to address cases of mould and pest infestation.

Action Item:

The RSC requested management to report back on hoarding, including the strategy to identify hoarded units, ways to address it and results.

Motion carried

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

Item 11 - Q4-2014 Report on Community Safety Strategy, RSC:2015-07

The RSC had before it the above-captioned report (RSC:2015-07) from the Interim President and Chief Executive Officer.

A discussion ensued, including the following main points:

• Third-Party Security Strategy (page 2):
  • In response to a request for clarification, Management explained that TCHC has engaged third-party security services, in addition to its Community Services Unit (CSU) staff, to provide security in its buildings, by monitoring the safety issues.
  • The third-party security services are currently under review to ensure that third-party security service is integrated with the CSU deployment strategy for cost effective and enhanced service delivery.
• Community Safety Unit Deployment – Strategy and Model (page 2):
  • Management explained that TCHC employs 83 officers for all units available 24/7, together with three (3) officers from the Province of Ontario. This information is similar to the Toronto Police Services regarding the number of people and the number of officers allocated.
  • Currently, the deployment strategy implemented by CSU in January 2014 is undergoing an evaluation process to determine whether the three district deployment model is achieving the intended outcomes.
  • PB cannot provide funding to hiring more security staff as the PB is part of the TCHC Capital Budget.

Action Item:

Management will report back to the RSC on community safety strategy, including a safety deployment plan.

• Community safety plans (page 1):
  • The RSC asked for details with respect to the additional 12 Community Safety Plans that will be developed in 2015. Management will present this information in a follow up report at a future meeting.
• Additional staff for parking enforcement:
  • TCHC is currently hiring parking enforcement constables.
  • The RSC noted the discrepancy between parking enforcement staff being paid by TCHC as TCHC employees and the revenue being directed to the City of Toronto. 

Action Item:

The RSC requested management to report back on this matter, including two different scenarios: 1) The City pays park enforcement staff and collects the revenue, and 2) TCHC pays park enforcement staff and collects the revenue.

• Quarterly report – items to be included:
  • The RSC requested that the future quarterly reports include the total number of calls made by the residents, percentage of the calls dispatched and percentage of the calls dropped.

Motion carried

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

Item 12 - Update on the Translation and Interpretation Policy, RSC:2015-08

The RSC had before it the above-captioned report (RSC:2015-08) from the Interim President and Chief Executive Officer. 

A discussion ensued, including the following main points:

• Research and analysis phase is scheduled in March 2015, including consultations with the City.
• The current Translation and Interpretation Policy, approved in 2004 is being revised. In April 2015, a draft revised policy and procedures will be issued.
• Staff consultations will be held in May, followed by resident consultations in June 2015.
• The RSC requested that the existing policy be included in the future report by Management.
• Resident Guide has been reviewed and will be issued in 18 languages. It will be posted on the TCHC’s public website, along with a video regarding completing the lease agreement. The revised Resident Guide will include information of which each resident should be aware. 
• Management explained that one of the purposes of the Translation and Interpretation Policy is to ensure compliance with AODA and the Shareholder Direction. The current translation and interpretation services for residents are available as requested for matters that impact them directly. 

Motion carried

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

Item 13 - Q4-2014 Report on Installation and Maintenance of Security Cameras (CCTV), RSC:2015-09

The RSC had before it the above-captioned report (RSC:2015-09) from the Interim President and Chief Executive Officer. 

Ms. Rhonda Ross made a verbal deputation on this matter.

A discussion ensued, including the following main points:

• CCTV life expectancy, vandalism prevention and identification of residents’ needs for CCTV:
  • Management explained that under the Capital Program, a five-year plan is in place to provide much stronger systems to identify high needs areas and equipment replacement. 
  • The current systems provide site staff with the means to view cameras off-line and to request CCTV repair work when needed through the Client Care Unit for reasons related to the age of the camera, technical failure, water damage, vandalism, etc.
  • The process for residents to identify their needs for CCTV comprises the superintendent of the building as first point of contact, and the CSU through its dispatch centre. 

Councillor Cho left the meeting at 10:59 a.m.

Action Item:

The RSC requested management to report back on the installation and maintenance of CCTV in six months, including information with respect to service provider contracts (Bell and Rogers) and possibilities of negotiating services rendered. 

Motion carried

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

Item 14 - Update on Implementation of the Ombudsman's Housing At Risk Recommendations, RSC:2015-10

The RSC had before it the above-captioned report (RSC:2015-10) from the Interim President and Chief Executive Officer. 

Action Item:

Management to report back on the implementation of receipts for annual reviews.

Motion carried

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

Item 15 - Revised 2015 Work Plan, RSC:2015-11

The RSC had before it the above-captioned report (RSC:2015-11) from the President and Chief Executive Officer (Interim). 

The RSC discussed the status of deferred items and amendments to the work plan to address the deferred items.  The RSC further requested for quarterly report on cost of evictions, as well as a report on scholarship funding.

Motion carried

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Councillor Di Giorgio and carried, the RSC received the report for information, subject to the revised 2015 Work Plan and the Action Item List being brought back to the Committee for discussion at the next meeting. Ms. Wilkinson will e-mail to the Committee Secretary a list with the items that have to be included back into the revised 2015 Work Plan.

New: Item 16 - Staff Directory on the TCHC Website (Verbal)

Management proposed removal of the staff directory from the TCHC’s public website. Management informed the RSC that numerous incoming calls from residents and other stakeholders were not being directed to the appropriate staff. Management has been looking to different ways to improve service delivery to its residents. The removal of the staff directory is on a trial basis, and the RSC recommended a pilot approach for six (6) months.

Motion carried

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

Ms. Wilkinson opposed the motion and does not support the proposed removal of staff directory from the TCHC’s public website.

TERMINATION

The RSC resolved to terminate the public meeting at 11:24 a.m.