Restructuring plan: Tenant consultations Toronto Community Housing - - PowerPoint PPT Presentation

Restructuring plan: Tenant consultations

Toronto Community Housing

November 2019

• Land Acknowledgement
• Introductions

Welcome

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• Listen to others and allow them to speak
• Respond respectfully
• Focus on overall priorities for tenants
• Observe the Tenant Charter principles

Respect | Community collaboration | Accountability | Integrity | Accessibility for persons with disabilities

Ground rules

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• Welcome and Land Acknowledgement
• Ground rules
• Why we are here
• Our new service model: an overview
• Small group discussion on quality service (part one)
• Break
• Small group discussion on quality service (part two)
• Report back
• Next steps

Agenda

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• To inform you about the restructuring plan and what the new

service model will mean for you

• To answer your questions
• To get your input on what quality service looks likes to you

Why we are here

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We were faced with this challenge: Our tenants expect and deserve better service, and our company was not structured to deliver that level of service Our restructuring plan puts us on the right track to offer faster, more responsive service to tenants.

Our challenge

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Tenants get improved service in the four pillars of our model:

• Cleaning
• Maintenance
• Tenancy management
• Community safety and supports

Vision for the future

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To deliver better service in the four pillars, we will:

• Create a unified Operations Division
• Move staff to local service hubs in communities
• Expand staff hours to cover evenings and weekends
• Create regional management teams
• Develop new tools to measure quality service

New service delivery model

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Working out of the local service hub will be your:

• Building staff (Superintendent, CMP1, Cleaner)
• Tenant Services Coordinators
• Community Services Coordinators

These staff will be responsible for delivering the four key pillars of service directly to tenants.

Local service hubs

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Through the local service hub, tenants will:

• Have a prime point of contact
• Get in-person service during posted hours
• Meet with local staff for one-on-one support
• Get faster responses from local staff

Local service hubs

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Future local service hubs

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Building Superintendent Community Services Coordinator - Access and Support CMP1 Maintenance Dispatch Cleaner/ Custodian Community Services Coordinator - Engagement Economic Development Tenant Services Coordinator Community Safety and Support Tenancy Mgmt Maintenance Cleaning Tenant Resolution Office Referrals Building Level

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Future regional structure

Regional level Admin General Manager Manager- Cleaning Manager- Maintenance Manager- Tenancy Management Assistant General Manager Manager Community Safety and Support Supervisor- Cleaning Supervisor- Maintenance Supervisor- Tenancy Management Manager Building Services Corporate Support Services (HR/Legal/ Finance) Cleaners/ Custodians CMP1s Tenant Services Coordinators Building Superintendents Community Safety Advisors Economic Development and Active Living Community Services Coordinators- Engagement Community Services Coordinators- Access and Support Program Services- Arrears Litigation, Parking Clerks Program Services- Transfers Tenant-Facing Administrative

We will measure service quality at the building level

• The focus will be on the four pillars
• Staff will meet regularly to assess how we are doing
• Tenants will do an independent annual assessment
• Supervisors will work with their teams to address gaps

Measuring service quality

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How tenants can get involved

Poor Fair Excellent Service Gap

Supervisors will work with their staff to:

• Identify what processes are not

meeting tenants’ expectations

• Make changes to improve service

Tenant evaluation Staff evaluation Cleaning SQI

• We want to understand what quality service looks like for

tenants

• We’ll break into groups, and each group will discuss the four

pillars and what quality service looks like in each pillar

What does quality service look like?

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What does quality service look like for….

• Cleaning
• Maintenance

Group discussion on quality service

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10 minutes

Break

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What does quality service look like for…

• Tenancy management
• Community safety and supports

Group discussion on quality service

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Report back

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• Spring 2020: report back sessions

Next steps

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