Restructuring plan: Tenant consultations Toronto Community Housing November 2019
Welcome • Land Acknowledgement • Introductions November 2019 Toronto Community Housing 2
Ground rules • 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 November 2019 Toronto Community Housing 3
Agenda • 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 November 2019 Toronto Community Housing 4
Why we are here • 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 November 2019 Toronto Community Housing 5
Our challenge 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. November 2019 Toronto Community Housing 6
Vision for the future Tenants get improved service in the four pillars of our model: • Cleaning • Maintenance • Tenancy management • Community safety and supports November 2019 Toronto Community Housing 7
New service delivery model 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 November 2019 Toronto Community Housing 8
Local service hubs 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. November 2019 Toronto Community Housing 9
Local service hubs 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 November 2019 Toronto Community Housing 10
Building Level Future local service hubs Community Safety Tenancy Mgmt Maintenance and Support Community Maintenance CMP1 Tenant Services Services Dispatch Coordinator Coordinator - Engagement Building Superintendent Community Cleaner/ Services Economic Custodian Coordinator - Development Access and Support Cleaning Tenant Resolution Office Referrals November 2019 Toronto Community Housing 11
Regional level Future regional structure General Admin Manager Corporate Assistant Support General Services Manager (HR/Legal/ Manager- Finance) Manager Manager Manager- Manager- Tenancy Building Community Safety Maintenance Cleaning Management Services and Support Supervisor- Supervisor- Supervisor- Community Services Maintenance Cleaning Tenancy Coordinators- Management Engagement Building Superintendents Economic Cleaners/ Tenant Services CMP1s Clerks Development and Custodians Coordinators Active Living Administrative Community Services Coordinators- Access Program Services- and Support Transfers Program Services- Arrears Litigation, Community Safety Parking Advisors Tenant-Facing 11/19/2019 Toronto Community Housing 12
Measuring service quality 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 November 2019 Toronto Community Housing 13
How tenants can get involved Poor Fair Excellent Cleaning SQI Staff evaluation Tenant evaluation Service Gap Supervisors will work with their staff to: • Identify what processes are not meeting tenants’ expectations • Make changes to improve service November 2019 Toronto Community Housing 14
What does quality service look like? • 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 November 2019 Toronto Community Housing 15
Group discussion on quality service What does quality service look like for…. • Cleaning • Maintenance November 2019 Toronto Community Housing 16
Break 10 minutes November 2019 Toronto Community Housing 17
Group discussion on quality service What does quality service look like for… • Tenancy management • Community safety and supports November 2019 Toronto Community Housing 18
Report back November 2019 Toronto Community Housing 19
Next steps • Spring 2020: report back sessions November 2019 Toronto Community Housing 20
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