Tenant Service Committee (TSC) Meeting - October 7, 2019

Agenda

9:00 - Chair’s Remarks

Action: Information

Pre-read: Verbal Report

Presenter: Chair

9:05 - Consent agenda

a. Approval of Public Meeting Agenda

Action: TSC 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 the Public Meeting Minutes of May 31, 2019

Action: TSC Approval

Pre-read: Minutes

Presenter: Chair

d. Business Arising from the Public Meeting Minutes and Action Items Update

Action: Information

Pre-read: Action Item List

Presenter: Chair

9:10 - OCHE Reports

a. Q2 2019 OCHE Quarterly Update

Action: Information

Pre-read: TSC:2019-30R

Presenter: Commissioner of Housing Equity

b. Q3 2019 OCHE Quarterly Update

Action: Information

Pre-read: TSC:2019-35

Presenter: Commissioner of Housing Equity

9:15 - OCHE 2020 Work Plan

Action: TSC and Board Approval

Pre-read: TSC:2019-31R

Presenter: Commissioner of Housing Equity

9:25 - Q2 2019 Seniors Quarterly Update

Action: Information

Pre-read: TSC:2019-32

Presenter: General Manager, Seniors Housing Unit

9:35 - Tenant Engagement Refresh Update

Action: Information

Pre-read: TSC:2019-33

Presenter: Director, Program Delivery

9:55 - Toronto Community Housing Violence Reduction Program:  Progress Report and Performance Measurement

Action: Information

Pre-read: TSC:2019-34

Presenter: Senior Director, Community Safety Unit

10:15 - Vacant Unit Action Plan Update

Action: Information

Pre-read: TSC:2019-27

Presenter: Chief Operating Officer

TERMINATION

Minutes

The Tenant Services Committee (“TSC”) of Toronto Community Housing Corporation (“TCHC”) held a public meeting on October 7, 2019, in the Main Floor Conference Room, 931 Yonge Street, Toronto, and via teleconference, commencing at 9:06 a.m.

TSC Directors Present:
Linda Jackson, Chair
John Campbell
Amanda Coombs
Debbie Douglas 
Ubah Farah (by teleconference)
Councillor Paula Fletcher 

TSC Directors Absent:
Councillor Michael Ford 

TCHC Board Directors Present:
Brian Smith

Management Present:
Darragh Meagher, General Counsel and Corporate Secretary
Kevin Marshman, President and Chief Executive Officer 
Joan White, General Manager, Seniors’ Housing Unit
Ceilidh Wilson, Assistant Corporate Secretary (Acting)

Also Present:
Office of the Commissioner of Housing Equity
Cynthia Summers, Commissioner of Housing Equity

A quorum being present, the Chair called the meeting to order and Ms. Sonia Fung served as recording secretary.

ITEM 1 CHAIR’S REMARKS 

The Chair welcomed everyone to the TSC meeting. The Chair acknowledged that the meeting was taking place on the traditional land of many nations and provided a brief report.

The Chair noted TCHC’s recent announcement of its plan to restructure to provide better services to tenants and that: 

• TCHC’s plan, which has the full support of the Board of Directors, will be implemented in phases over the next 12 to 18 months. 
• The plan includes major changes that will decentralize TCHC’s operations, add frontline resources, and empower local staff to make decisions.

ITEM 1A TCHC BLUEPRINT FOR CHANGE 

The Chair requested that the Chief Operating Officer present an overview of the plan and how changes will be made to the organizational structure and service delivery model in phases in conjunction with her remarks.

Highlights of the presentation:

• TCHC is moving through restructuring largely stemming from work undertaken through the Mayor’s Task Force in 2015.
• Services are moved closer to the tenants.
• New Operations unit (which includes the existing Tenant and Community Services and Asset Management units) portfolio is divided into three regional units: East, West and Central. Each will be managed by a General Manager.
• The General Managers are backed up by existing corporate structure and will facilitate greater evening and weekend coverage.
• Each region will have 45 service hubs (based on model of 250 units) and a Tenant Resolution Office for complex tenancy issues. Additional supports will be provided when local teams feel they need assistance. City supports will also be aligned. 
• Board will approve standard for cleaning. Expectations for outputs to the work would be lined up to staffing to ensure the right number of staff are available to support identified needs in the building. Service standards will be measured with tenant input. 
• Two tenant engagement forums per region are being planned to present the model in more details and obtain feedback on the proposed framework. Information would be shared through the usual channels.
• TCHC will continue to work with the City of Toronto to transfer the Seniors’ Unit to a new City Services Corporation and the Development team to CreateTO.

ITEM 2A APPROVAL OF PUBLIC MEETING AGENDA 

It was agreed that the following item be added to the public meeting agenda:
Item 1A – TCHC Blueprint for Change 

Motion carried ON MOTION DULY MADE by Mr. Smith, seconded by Ms. Douglas and carried, TSC approved the public meeting agenda, as amended.

ITEM 2B DECLARATION OF CONFLICT OF INTEREST
The Chair requested members of TSC to indicate any agenda item in which they had a conflict of interest, together with the nature of the conflict. None was declared.

ITEM 2C CONFIRMATION OF THE MAY 31, 2019 PUBLIC MEETING MINUTES 
Motion carried ON MOTION DULY MADE by Mr. Smith, seconded by Ms. Douglas and carried, TSC confirmed the above-captioned minutes without amendment.

ITEM 2D BUSINESS ARISING FROM THE PUBLIC MEETING MINUTES  AND ACTION ITEM LIST 
Catherine Wilkinson deputed on this item.

Highlights of discussion:

• It was suggested that communications to tenants should be made in a timely fashion via all channels available.
• Management would provide analysis against current operating unit structure by service hub in a future meeting.
• Management to provide on the web site:
  • organization chart regarding the current transitional structure, and
  • revised organization chart on the structure at the end of transitional period, 
• It was noted that use of community space in TCHC buildings should be prioritized with tenant use be first priority.

Motion carried ON MOTION DULY MADE by Mr. Campbell, seconded by Ms. Douglas and carried, TSC resolved to receive the above-captioned report for information.

ITEM 3A Q2 2019 OCHE QUARTERLY UPDATE TSC:2019-35
ITEM 3B Q3 2019 OCHE QUARTERLY UPDATE TSC:2019-30R

Catherine Wilkinson and Cheryl Duggan deputed on these items. 
The CHE presented the reports and answered questions from TSC.

Highlights of the discussion:

• It was noted that TCHC staff has begun to review the arrears collection process and is working with OCHE to resolve the issue. Systemic changes are being implemented.
• A report on TCHC’s action taken on OCHE recommendations will be provided to TSC at a future meeting.

Motion carried ON MOTION DULY MADE by Ms. Douglas, seconded by Mr. Smith and carried, TSC resolved to receive the above-caption report for information and recommend that the said report be forwarded to the Board of Directors for information.

ITEM 4 OCHE 2020 WORK PLAN TSC:2019-31R

Catherine Wilkinson and Cheryl Duggan deputed on this item. 
This item was deferred to the next TSC meeting.

ITEM 5 Q2 2019 SENIORS QUARTERLY UPDATE TSC:2019-32
Bill Lohman, Anita Dressler and Cheryl Duggan deputed on this item. Copies of the written deputation from Mr. Lohman and Ms. Dressler were distributed to members of TSC at the meeting.

The above-captioned report was circulated to TSC members prior to the meeting. The General Manager, Seniors’ Housing Unit was available to answer questions from TSC.

Highlights of the discussion:

• It was noted that pilot projects are being run in a small number of buildings with long term care social services provided to TCHC tenants. 
• Management to bring information to a future TSC meeting regarding the pilot projects and on models embedding mental health services and TCHC services in buildings.
• It was suggested that Tenants First should be added to the meeting agenda as a standing item.

Motion carried ON MOTION DULY MADE by Mr. Campbell, seconded by Mr. Smith and carried, TSC resolved to receive the report for information.

ITEM 6 TENANT ENGAGEMENT REFRESH UPDATE TSC:2019-33
Bill Lohman, Anita Dressler, Cathy Birch, Catherine Wilkinson and Cheryl Duggan deputed on this item. Copies of the written deputation from Mr. Lohman, Ms. Dressler and Ms. Birch were distributed to members of TSC at the meeting.
The above-captioned report was circulated to TSC members prior to the meeting. The Acting Vice President, Tenant and Community Services was available to answer questions from TSC.

Highlights of the discussion:

• It was noted that staff will work on improving the form for 2020 funding and ensure the font size is in compliance with AODA.
• TSC expressed concern that the system of existing tenant representation was ended before new tenant representation was in place.
• Management to look into extending the existing tenant service representation system while working on the tenant elections to obtain tenant leadership in place at building level.

Motion carried ON MOTION DULY MADE by Councillor Fletcher,seconded by Ms. Coombs and carried, TSC resolved to:

1. Approve the extension of the implementation timelines by one quarter (Q4 2020); and
2. Authorize the appropriate staff to take the necessary actions as may be required to give effect to the above recommendation.

ITEM 7 TORONTO COMMUNITY HOUSING VIOLENCE REDUCTION PROGRAM: PROGRESS REPORT AND PERFORMANCE MEASUREMENT TSC:2019-34
Cherly Duggan deputed on this item.
This item was deferred to the next TSC meeting.

ITEM 8 VACANT UNIT ACTION PLAN UPDATE TSC:2019-27

Catherine Wilkinson and Cheryl Duggan deputed on this item. Copies of the written deputation from Mr. Lohman and Ms. Dressler were distributed to members of TSC at the meeting.

The above-captioned report was circulated to TSC members prior to the meeting. The Acting Vice President, Tenant and Community Services was available to answer questions from TSC.

Highlights of the discussion:

• Management to provide a chart, updated quarterly, showing RGI and market units available, number of units held back and for what reason, and unit turnaround time.
• It was noted that currently there is no wait list for market units, City staff is working to improve the process.
• It was noted that 11 new employees were hired to assist with clearing old cases on the RGI wait list. Management would provide more details at the next meeting.

Motion carried ON MOTION DULY MADE by Councillor Fletcher, seconded by Ms. Coombs and carried, TSC resolved to receive the report for information and discussion and progress towards implementation of this plan should be a standing item on the Agenda of Tenant Services Committee meetings until the objectives, identified in the plan have been achieved. 

TERMINATION
TSC resolved to terminate the public meeting at 11:43 a.m.
Secretary                        Chair, Tenant Services Committee