Resident Services Committee (RSC) Meeting - March 21, 2014

Public Agenda

1. Approval of Public Meeting 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 the Public Meeting Minutes of September 11, 2013

Action: 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: -

Presenter: Chair

Reports from Management

6. 2014 Work Plan

Action: Information

Pre-read: RSC:2014-01

Presenter: Vice-President, Resident and Community Services

7. Update on Housing Equity Office

Action: Information

Pre-read: Verbal

Presenter: Commissioner of Housing Equity

8. Stand-alone Properties – Sales  and Relocation Update

Action: Information

Pre-read: RSC:2014-02

Presenter: Sr. Manager Commercial and Business Development

9. 2014 Participatory Budgeting

Action: Information

Pre-read: RSC:2014-03

Presenter: Director, Resident Engagement and Programs

10. 2013 Year of the Youth 

Action: Information

Pre-read: RSC:2014-04

Presenter: Director, Resident Engagement and Programs

11. Update on Resident Survey 

Action: Information

Pre-read: RSC:2014-05

Presenter: Sr. Director of Strategic Planning and Stakeholder Relations

12. Toronto Pride Parade

Action: Information

Pre-read: RSC:2014-06

Presenter: Vice-President, Resident and Community Services

Closed Meeting Agenda

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 September 11, 2013

Action: 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: -

Presenter: Chair

Reports from Management

F. Confidential item 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:C2014-07
• RSC:C2014-08

Presenter: Director of Strategic Planning and Stakeholder Relations

In Camera Agenda Items

Committee only

TERMINATION

Public Meeting Minutes

The Resident Services Committee (“RSC” or “The Committee”) of Toronto Community Housing Corporation held a public meeting on March 21, 2014 in the Main Floor Conference Room, 931 Yonge Street, Toronto, commencing at 12:08 p.m.

Committee Directors present:

Catherine Wilkinson, Chair

Munira Abukar

Councillor Maria Augimeri

Regrets:

Zahir Bhaidani

Other Directors present:

Norman (Bud) Purves, Chair of the Board of Directors

Also present:

Marta Asturi, Legal Counsel and Assistant Corporate Secretary

Mina Bahgat, Manager, Strategic Planning and Support 

Lenna Bradburn, Vice President, Resident and Community Services

Valesa Faria, Senior Manager, Commercial & Business Development

Hugh Lawson, Director, Strategic Planning & Stakeholder Relations   

Graham Leah, Vice President, Asset Management

Patricia Narine, Director, Resident Engagement and Community Development

Greg Spearn, Chief Development Officer

Pamela Spencer, General Counsel and Corporate Secretary

Cynthia Summers, Commissioner of Housing Equity

A quorum being present, Ms. Catherine Wilkinson, the Committee Chair, called the public meeting to order and Ms. Mirela Bolentiru served as recording secretary.

Item 1 - Approval of Agenda

The Resident Services Committee approved the agenda subject to addressing the public reports from management in the following order: 

1. Item 6: “2014 Work Plan”.
2. Item 7: “Update on Housing Equity Office”.
3. Item 12: “Toronto Pride Parade”.
4. Item 11: “Update on Resident Survey”.
5. Item 8: “Stand-alone Properties – Sales and Relocation Update”.
6. The other reports in the order as presented in the agenda.

Item 2 - 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 verbal deputation was received prior to the meeting with respect to agenda Item 12 “Toronto Pride Parade.” 

Item 3 - Confirmation of the Public Meeting Minutes of September 11, 2013

The Committee had before it the Resident Services Committee minutes for the September 11, 2013 public meeting.

Motion carried

ON MOTION DULY MADE by Councillor Maria Augimeri, seconded by Ms. Munira Abukar and carried, the Resident Services Committee confirmed the above-captioned minutes

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

A discussion ensued, including the following highlights:

• Page 3, Item 5 – Q1 2013 Quarterly Performance Report – the Committee requested management to report back to the Committee with respect to an action plan, including details for replacing breaking down appliances, e.g., fridges and stoves. The Vice President, Asset Management confirmed that there is an action plan in place and will report back on this matter.

Item 5 - Report and Remarks from the Committee Chair, Verbal

There were no report or remarks from the RSC Chair.

Item 6 - 2014 Work Plan, RSC:2014-01

The Resident Services Committee had before it the above-captioned report (RSC:2014-01) from the President and Chief Executive Officer.  

The Committee discussed the 2014 Work Plan, and a discussion ensued.

The Committee requested management to add the following to the Work Plan:

• Action plans with respect to “Relocation of Residents with Sale of Homes” and “Evictions for Cause”. 
• Action plans and strategies with respect to youth and seniors.
• The strategy with respect to repairing appliances.
• The TCHC Foundation and funding sources for scholarships.
• Access to support and community services related to the Use of Space, and any gaps in community services available for residents. 
• Resident Key Person strategy.
• Tenant Charge Back Policy. The Committee requested clear communication with the TCHC residents in this respect to encourage the residents’ reporting on regular maintenance and repair issues that are different from intentional property damages.
• Status of quarterly performance reports, which have not been submitted to the Committee since the second quarter of 2013 and the Committee asked for target dates for delivery. 
• An update report from the Commissioner of Housing Equity was submitted for information to the Committee at this meeting, but a review of the Office should take place in Q3 and should be included in the work plan.
• Elections process for tenant Board members. The Committee recommended hiring a third party consultant to avoid any bias for the voting results and to assist with resident candidates selection criteria, issuance of a Request for Proposal (RFP), residents’ needs and consultation process with residents.

Motion carried

Councillor Maria Augimeri’s motion:

ON MOTION DULY MADE by Councillor Maria Augimeri, seconded by Ms. Munira Abukar and carried, the Resident Services Committee requested that management add on the April 24, 2014 Board of Directors agenda the non-delivery of the quarterly performance reports and its rationale.

Motion carried

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

Item 7 - Update on Housing Equity Office, Verbal

The Commissioner of Housing Equity provided the Resident Services Committee with a verbal update on the status of the office at 100 days after its creation.

The Commissioner of Housing Equity introduced herself and her team. A discussion ensued, including the following highlights:

• The LeSage Report recommended the creation of the Commissioner of Housing Equity Office, which was also mentioned in the Ombudsman’s 2013 report.
• The new office met all its milestones set for the 100-day period.
• An open house will be held on March 27, 2014 from 4:00 p.m. to 7:00 p.m. The Judge, Patrick LeSage and the Ombudsman, Fiona Crean will be attending this event. Some residents volunteered to create the logo of the new office that will be unveiled at the open house event.
• Meetings with the Ombudsman’s Office will be scheduled.
• The model of the newly created office is based on integrity, impartiality and independence. The Commissioner reports to the TCHC Board of Directors, through the Resident Services Committee.
• The new office will implement a kinder and gentler process to address the resident files that will not be so intimidating for residents. 
• Encountered less resistance to change and role than anticipated.
• Development of a website and communications strategy.
• The Commissioner of Housing Equity’s Office (OCHE) will work with TCHC staff and other agencies to identify areas with issue overlapping for clarification purposes.
• Management invited the Commissioner of Housing Equity to participate in the policy setting process.
• The Committee discussed the resident file review process to ensure that the operational TCHC internal review process does not overlap the review process to be initiated by the OCHE.

At 1:03 p.m. the Chair of the Board of Directors joined the meeting.

• The Chair of the Board of Directors recommended that management consider a process mapping exercise to solve any overlap between the internal operational review and the Commissioner’s review of the resident files for eviction prevention. He requested that management report back on a process map and resolution process at the April 25, 2014 Board meeting.
• The Commissioner will ensure the fairness of the process that will be implemented with respect to the resident eviction prevention.

Motion carried

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

Councillor Maria Augimeri left the meeting at 1:25 p.m.

Item 8 - Stand-alone Properties – Sales and Relocation Update, RSC:2014-02

The Resident Services Committee had before it the above-captioned report (RSC:2014-02) from the President and Chief Executive Officer.  

A discussion ensued, including the following highlights:

• The Committee discussed the Tenant Relocation Plan (TRAIP) for the 35 occupied stand-alone properties intended for sale in late 2014. TRAIP is supplementary to the Relocation Policy and has been submitted to the City of Toronto Social Housing Unit for final approvals. Management confirmed that TRAIP will be finalized by next week.
• The Committee noted that a five-month notice to residents in advance of the homes being listed for sale, on or about April 15, 2014 may be problematic for the families needing to register their children in school in September 2014. The Committee asked whether has been determined what a reasonable notice is to provide to the residents in the stand-alone properties that are being sold. The Committee requested management to provide historical background with respect to the sale of the stand-alone properties, focusing on the “occupied” properties by families with school age children. Management will provide the Committee with an extensive plan in electronic format.

Stand-alone properties being repaired:

• 74 vacant homes (not approved for sale) are currently being repaired by the Facilities Management Unit out of the State of the Good Repair Fund. These houses will be put back into circulation in the near future and used primarily for the relocation of residents from the stand-alone houses and other redevelopment projects. Given massive waitlist for social housing, the Committee raised concerns about the optics of repairing vacant houses only to leave them sitting vacant, in case someone in a stand-alone property whose home is being sold would like to live in them. Management will provide the Committee with the cost of repair work related to the 74 vacant houses. The Committee noted that the Board of Directors should be made aware of the number of vacant homes and buildings not approved for sale that require repairs, so that decisions can be made on whether to repair the houses based on FCI or to sell the houses if repair is cost prohibitive.  The Committee suggested that an in-camera item be provided to the Board of Directors, including the following:
  • Addresses of the 74 vacant homes and the FCI associated with each house;
  • Criteria used to select the houses for repair;
  • Vacancy period and their vacancy loss for TCHC;
  • Cost to repair the 74 vacant houses;
  • Bedroom sizes of the vacant houses.

Motion carried

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

Item 9 - 2014 Participatory Budgeting, RSC:2014-03

The Resident Services Committee had before it the above-captioned report (RSC:2014-03) from the President and Chief Executive Officer.  

A discussion ensued, including the following highlights:

• The Committee noted that the report mentioned no foreseen implications or risks and raised concerns with respect to the residents’ perception of the process as it is turning out to be what the residents did not expect. The Committee asked for clarification regarding the consultation sessions with residents. Management explained that the quarterly reporting will tie in an accountable form on how the residents are embedded in the 2014 participatory budgeting to report on the mechanism of the process with respect to the consultation sessions, scope and timing.
• The Committee requested the following:
  • Details with respect to the Return on Investment (ROI) as the 2013 participatory budgeting process was allocated a $5 million fund versus a $9 million fund in the previous year.
  • Management to identify what improvements are needed.
  • Management will ensure that there is the necessary capacity for residents to provide them with the required information to drive a good decision making process.
  • Whether the participatory budget decreased the capital repair cost under the capital budget.
  • The 2013 Annual Report should include the following information:
    • A list of projects addressed. 
    • Resident engagement in community projects.
    • Allocation of the $5 million fund in 2013 within the participatory budgeting.
    • A list with the projects that were granted the funding.
    • How TCHC impacts the quality of residents’ lives.

Motion carried

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

Item 10 - 2013 Year of the Youth, RSC:2014-04

The Resident Services Committee had before it the above-captioned report (RSC:2014-04) from the President and Chief Executive Officer.  

A discussion ensued, including the following highlights:

Ontario Justice Education Network (OJEN) (page 3):

• The program snapshot indicated that two sites were engaged (one East and one West) and the Committee asked for more detail related to OJEN and the rationale as to why only two sites were involved. 
• Management provided background information with respect to OJEN. There have always been two sites involved, clustered in two groups East and West, but consisting of four communities.
• The Committee noted that OJEN released recently a video and asked for the number of people who were employed.

Internships (page 5):

• The Committee asked whether in 2014 will also be offered internship positions at TCHC for youth and location of placement.
• In 2014 will be offered 14 internship positions in different departments across TCHC, same as last year. In 2013, 99 applications were received from TCHC residents for the 14 internship positions offered.

Youth Summit (page 11):

• The Committee asked how recent the data collected for the event snapshot was and requested that the time of data collection be mentioned in future reports.
• Collection of data started in September 2013 up to mid-January 2014.
• The Committee was concerned that some communities were not included in the snapshots and requested that going forward, all future reports include snapshots with respect to the impact on all 13 communities across the city.

Inconsistent resident engagement and participation in the youth programs in each City Councillor’s ward:

• The Committee requested data and statistics with respect to resident engagement and participation.
• Management explained that the youth programs are evenly spread across the city and there is a way to demonstrate it.

Rookie League-Intro to Baseball:

• Application criteria was discussed – application forms are sent to parents without turning away anyone.
• The program has been running for 25 years.
• Demographic data is compiled based on youth’s interests.

The Committee raised issues related to the youth programs offered with respect to the following:

• Sustainability and repeatability and how to decide upon it.
• Understanding the rationale of new initiatives.
• Cost and staff time resources.
• Success measures in dollar amounts and number of participants.
• Youth programs impact on the residents’ lives.
• Lack of feedback from participants.
  • Management evaluate each program upon its completion to determine success rate and return on investment (ROI), accompanied by show case videos wherever possible.

Motion carried

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

Item 11 - Update on Resident Survey, RSC:2014-05

The Resident Services Committee had before it the above-captioned report (RSC:2014-05) from the President and Chief Executive Officer.  

A discussion ensued, including the following highlights:

• The Committee Chair provided the Committee members and management with a verbal summary of data on resident surveys and hard copies of same, including:
  • History of resident surveys – the process commenced in 2004 with the understanding that resident surveys would be conducted bi-annually by an external, unbiased party, professionally done to meet the industry standards and to provide insight not otherwise found if conducted by staff, or in quarterly performance reports. In 2004 and 2006, a paper format survey was sent to the TCHC residents with a 40% and respectively 39% response rate. In 2012, the residents were surveyed over the phone by a new survey provider, Ipsos Reid (switched from Decima) with a 92% response rate (1,000 responses to 1,108 phone calls).
  • Motion carried by the Tenant and Community Services Committee on May 25, 2012 with respect to the resident survey.
  • 59 proposed resident survey questions.
• The Committee Chair noted that there is a disconnection between TCHC staff and residents.

Mr. Norman (Bud) Purves left the meeting at 1:50 p.m.

• Management confirmed that a RFP is yet to be sent out to select a survey provider.
• Discussion on the format of survey: paper versus electronic version for cost efficiency and environmental concerns.
• The Committee noted that only 30% of the TCHC residents have high-speed Internet access and recommended that other ways of surveying residents should be explored.
• Management explained that the procurement process related to selecting a survey provider is a particular, rigorous and lengthy process. The RFP step will take at least two months and a survey may be ready for distribution in four to six months. 
• The Senior Director of Strategic Planning and Stakeholder Relations will work jointly with the Committee Chair to finalize the survey questions and to eliminate any information deemed to be too specific.

Motion carried

The Committee Chair proposed the following motion:

ON MOTION DULY MADE by Ms. Catherine Wilkinson, seconded by Ms. Munira Abukar and carried, the Resident Services Committee, in keeping with the TCHC’s commitment to conduct a semi-annual resident survey, requested management to undertake a paper format sample survey of 8, 450 households, representing 650 households for each of the 13 Operating Units (OUs), including residents living in single family homes that were not included in any prior surveys.

The Committee Chair further requested that a sub-committee be established, with a membership comprising TCHC staff and RSC members, with the following responsibilities:

• Approve the Request for Proposal (RFP) process to select a survey provider.
• Finalize the survey questions.
• Subsequent to the RFP process, determine the selected proponent as the survey provider.
• Determine a resident participation plan.
• Approve the Communications Strategy and promotional materials.
• Provide regular status updates to the Committee.
• Request the selected survey provider to report back to the current Committee on survey results in the fourth (4th) quarter of 2014.

Motion carried

ON MOTION DULY MADE by Ms. Catherine Wilkinson, seconded by Ms. Munira Abukar and carried, the Resident Services Committee received the report for information, subject to the recommendations proposed and the above mentioned motion by the Committee Chair.

Item 12 - Toronto Pride Parade, RSC:2014-06

The Resident Services Committee had before it the above-captioned report (RSC:2014-06) from the President and Chief Executive Officer.  

Ms. Susan Gapka made a verbal deputation on this matter.

A discussion ensued, including the following highlights:

• The Committee noted that:
  • The report did not include the event at 460 Jarvis Street. 
  • The partnership between TCHC and its residents to support such initiatives stalled in 2010.
  • The report did not mention the cost incurred by TCHC in supporting prior similar initiatives.
  • There is a disconnection between the present and past that does not allow for future proper planning.
• Management completed its research work with respect to comparable data from prior years related to event planning, components and contributions. There was no data available related to costs.
• The Committee recommended that a Sponsorship Committee be in charge with providing the budget needs for such events for inclusion in the 2014 TCHC budget and submitting any sponsorship requests to the Board of Directors for its approval.

Motion carried

ON MOTION DULY MADE by Ms. Munira Abukar, seconded by Ms. Catherine Wilkinson, the Resident Services Committee received this report for information subject to the recommendations discussed at the meeting.

PUBLIC MEETING PROCEEDINGS

The Resident Services Committee adjourned the public meeting at 2:56 p.m.