Tenant Engagement Refresh Update Designing a Refreshed Tenant Engagement System Item 3A September 6, 2018 Tenant Services Committee

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1 Page 1 of 3 Tenant Engagement Refresh Update Designing a Refreshed Tenant Engagement System Item 3A September 6, 2018 Tenant Services Committee Report: To: From: TCHC: Tenant Services Committee ( TSC ) Vice President, Resident and Community Services Date: August 22, 2018 PURPOSE: The purpose of this report is to provide the TSC with a progress update on the Tenant Engagement System Refresh. RECOMMENDATION: It is recommended that the TSC receive the report for information. REASONS FOR RECOMMENDATION: Toronto Community Housing Corporation ( TCHC ) is partnering with tenants to design the new tenant engagement system in order to increase tenant participation in decision making, and build on positive tenant experiences. Since the April 6 th, 2018 TSC meeting, progress has been made in collecting tenant input needed to build a tenant-centric tenant engagement model. TCHC continues to meet monthly with the City Wide Tenant Staff Engagement Advisory Committee ( CWTSEAC ) to continue to obtain

2 Page 2 of 3 strategic support to the Tenant Engagement Refresh process, including the community consultations. The CWTSEAC recommendations report was presented to local tenant councils, including the next steps for tenant engagement and participation in the Tenant Engagement Refresh process. The Tenant and Community Services team continues to work in collaboration with the R-PATH Chair to consult on accessibility considerations as a key component of the Tenant Engagement Refresh process. Accessible spaces were identified across the portfolio including non-tchc spaces in communities with no community rooms. Furthermore, an Accessibility workshop was facilitated to the engagement teams across the portfolio to ensure the teams meet standards when setting up spaces for tenants and community meetings. COMMUNITY CONSULTATION PLAN In an effort to ensure the new tenant engagement system is a sound reflection of TCHC s tenant-centric mandate, community priority setting will serve as the foundation for building the tenant engagement model in each community. To ensure a more robust tenant representation throughout the priority setting process, multiple methods to engage tenants in that process have included: 1. Building and Community Meetings All tenants are invited to come together to brainstorm on local priorities and concerns. 2. Building and Community Intercepts Through a dot-mocracy priority setting exercise, tenants will have the opportunity to prioritize issues identified at building and community meetings. The goal is to establish the top three priorities per buildings/communities. 3. Building and Community Surveys Tenants will be surveyed on the key components of the new tenant engagement system.

3 Page 3 of 3 4. Local Community Forums Based on the consultation s results, local forums will be facilitated to present a draft version of the new model and to consult with tenants on key indicators of success. NEXT STEPS Upon completion of the consultation process, the new tenant engagement model and implementation plan will be presented to TSC and the Board prior to TCHC commencing implementation in Q SIGNATURE: Angela Cooke Angela Cooke Vice President, Resident and Community Services ATTACHMENT: 1. Tenant Engagement Refresh Newsletter STAFF CONTACT: Julio Rigores, Manager, Resident and Community Services Julio.Rigores@torontohousing.ca

4 This document is available in other languages للحصول على نسخة مترجمة الرجاء االتصال بهذا الرقم.اتصل على الرقم لطلب نسخة مترجمة અન વ દ ત ક પ મ ળવવ મ ટ ૪૧૬ ૯૮૧ ૫૫૦૦ પર ફ ન કર. 致電 要求翻譯副本 برای دریافت ترجمه فارسی با شماره زیر تماس بگیرید: Veuillez appeler le pour demander une version traduite. Καλέστε για να ζητήσετε ένα μεταφρασμένο αντίγραφο. અન વ દ ત ક પ મ ળવવ મ ટ ૪૧૬ ૯૮૧ ૫૫૦૦ પર ફ ન કર. Chiamare il per chiedere una copia tradotta. 번역본을원하시면 으로전화해주십시오. Aby otrzymać tłumaczenie należy zadzwonić pod numer Ligue para para solicitar uma cópia traduzida. Позвоните , чтобы получить переведенную копию. Wac si aad u weydiisato koobi turjuman. Llamen al para pedir un ejemplar traducido. xu nkhopngau;g;gg; gpujpia ngw ,yf;fj;ij miof;ftk. Frɛ na bisa krataa no asekyerɛ wↄ Akan kasa mu. Vui lo ng go i sô đê ho i lâ y mô t ba n di ch. Tenant Engagement System Refresh Summer 2018 What s inside History of the Tenant Engagement System...p.2 How to get involved in your community...p.2 Next steps...p.3 Tenant Engagement System Refresh Update Your community, your say Toronto Community Housing remains committed to working with tenants to develop a new tenant engagement system model. Guided by the principles of being respectful, equitable, informative, inclusive and collaborative, we hope to offer all tenants a voice on community-related decision-making to promote a positive tenant experience. Get involved EngagementRefresh@torontohousing.ca Website: torontohousing.ca/ter Phone: Did you know? The Resident and Community Services team engaged with close to 40,000 tenants through our programs and activities in TER1

5 Your community, your say How did we get here? 2003: The City of Toronto mandated Toronto Community Housing Corporation (TCHC) to create a tenant engagement system. 2008: The current tenant engagement system began. 2015: Following the Mayor s Task Force recommendations, TCHC committed to refresh the engagement system by working with tenants. 2015: At an Open Space Forum, tenants identified common issues with the current model and co-developed a plan for moving forward. 2015: A group of tenants and TCHC co-developed the Take 5 survey. 2016: Tenants received feedback from the Take 5 survey through nine town hall meetings held across the city. 2017: The City-Wide Tenant-Staff Engagement Advisory Committee (CWTSEAC) was formed to develop a shared vision and operational principles to guide any changes to the current tenant engagement system. 2017: CWTSEAC presented 52 recommendations to the Tenant Services Committee of TCHC s Board of Directors. The Tenant Services Committee adopted the principles of these recommendations. Do you have ideas that would help your community come together? We are currently refreshing the Tenant Engagement System and your ideas and views can help shape the final model. What s happened/what s next? January 2019 Implement the new tenant engagement system December 2018 Present the tenant engagement system implementation plan to TCHC s Board of Directors for approval November 2018 Present the tenant engagement system implementation plan to the Tenant Services Committee for approval October 2018 Present draft of implementation plan to tenants for feedback How can I get involved? Toronto Community Housing is partnering with tenants to make sure that the new tenant engagement system increases participation and creates a positive tenant experience. You can have a say on issues that impact your community, have input on local decision-making, and make sure there is accountability and processes to create solutions for local issues. Ways you can get involved: building and local community meetings lobby and community intercepts building and community surveys local community forums Learn more at torontohousing.ca/ter In 2017: 10,477 tenants participated in our energy conservation programs $256,000 worth of scholarships were awarded to more than 70 youth July 2018 Create a financial model for the new tenant engagement system May to September 2018 Hold community consultations on local priorities and engagements methods, and tenant council consultations on policies and procedures April to May 2018 Provide an update on the CWTSEAC recommendations, R-PATH engagement and accessibility consultations 2 3