integrated service model phase 2 implementation

Integrated Service ModelPhase 2 Implementation

September 14, 2021

Toronto Community HousingSeniors Housing Unit

Integrated Service Model

22021-09-14 SENIORS HOUSING UNIT

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Brief History of Seniors Housing Corporation and Integrated Service Model

2018• City Council directs City and TCHC to create Integrated Service Model

(ISM)

2019• ISM developed in consultation with tenants and partners• City Council approves in principle creation of new Seniors Housing

Corporation

2020• City Council approves new accountability framework to evaluate ISM• TCHC begins planning phased rollout of ISM, starting with South East

Region in December 2020

2021• May 5, City Council approves rollout plan for new corporation• First Corporation Board of Directors meeting held June 30• Phase 2 ISM implementation starts September 23 in North West Region


What’s the need for an ISM?The ISM was developed to improve living conditions and services for senior tenants.

The ISM addresses:

inconsistent delivery of housing services to seniors

lack of integration between housing and health services

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• Build relationships of trust between senior tenants and housing staff

Relationships of Trust

• Improve the delivery of housing services, with an increased focus on issues that impact seniors' housing stability

Better Housing Services

• Increase access to health and community support services through enhanced integration of community agencies within the building

Access to Health and Community Support

ISM: Three Goals


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Four Priorities for Senior Tenants Clean buildings with repairs

completed in a timely manner

Tenants should feel safe in their homes and communities

Increased tenant access to health services and social supports in their buildings and communities

More frequent, proactive and respectful communication from staff


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Integrated Service Model (ISM):Four Key Innovations

3) Seniors Health and Wellness Hubs

4) Designated Provincial Care Coordinators

1) New Staffing Model

2) Seniors-Specific Policies and Procedures


Feature #1: New Staffing Model Increased staffing levels across all seniors buildings

Expanded training on issues affecting seniors

o New specialized training modules for 2021: mental health, understanding dementia and suicide prevention

New tenant-facing position: Seniors Services Coordinator

New administrative position: Tenant Services Administrator

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Feature #2: Senior-Specific Policies Aligning existing TCHC processes to needs of senior tenants

Updating and developing new processes o Currently testing in SE region Areas of Focus: o Tenant Needs Assessmento Referrals and Consento Integrated Meetingso Eviction Prevention and Arrears Collectiono Partnership Agreements


Feature #3: Seniors Health & Wellness Hubs On-site and in select Seniors Housing Unit buildings

o One hub in each of the four regions

Provide access to health, social and wellness services offered by external agencies

Seniors Health & Wellness hub planning undertaken – on hold pending further discussions with the City

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2021-09-14

Feature #4: Designated Care Coordinators Care Coordinators: a liaison between patients and health care providers

Partnerships with Home and Community Care Support Services (formerly called the Toronto Central Local Health Integration Network)

Designated Care Coordinator assigned to each building

Joint orientation and training between Care Coordinators and Seniors Housing Unit staff


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• 7 quarterly Seniors Speak Newsletters• Building posters for events and updates• Tenant information sessions for each phase + updates

Tenant Communications

• Provides advice on ISM implementation• First meeting held December 2020• Meets approximately every 8 weeks

Senior Tenants Advisory Committee (STAC)

• Conducted in SE Region in October/November 2020 -18 buildings, 1,114 responses (39% response rate)

• Final report coming out soonTenant Experience Survey

• TCHC: ISM, Seniors Housing Unit, Tenants First• City: Tenants First and Toronto Seniors Housing

CorporationWebpages

ISM Tenant Engagement & Communication

2021-09-14

https://www.torontohousing.ca/residents/Tenants-First/Pages/Integrated-Service-Model-.aspx

https://www.torontohousing.ca/seniors

https://www.torontohousing.ca/residents/Tenants-First/Pages/About-Tenants-First.aspx

https://www.toronto.ca/city-government/accountability-operations-customer-service/long-term-vision-plans-and-strategies/tenants-first/

https://www.toronto.ca/city-government/accountability-operations-customer-service/city-administration/city-managers-office/agencies-corporations/corporations/toronto-seniors-housing-corporation/

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Senior Tenants Advisory Committee 12-15 tenants from Seniors Housing Unit Share ideas on how the Integrated Service Model can meet

the needs of senior tenants Provide advice and feedback on various aspects of the

Integrated Service Model – so far, this includes:o Role of the Seniors Services Coordinatoro Health and Wellness Hubso Seniors-specific procedures - needs assessment, arrears and eviction

prevention, turning 65, RGI reviews, programming community space, and related communications

o Specialized discussions around Tenant Engagement System Recruitment for members is ongoing:

torontohousing.ca/seniorscommittee2021-09-14 SENIORS HOUSING UNIT

https://www.torontohousing.ca/seniorscommittee

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ISM Implementation TimelinePhase 1 – 2020/2021 Phase 2 – 2021 Phase 3 – 2022South East Region Beginning Q4/Q1 18 buildings

South East Expansion Beginning Q3/Q423 buildings*

South West Beginning Q1/Q217 buildings

North West Beginning Q3/Q426 buildings

North East Beginning Q1/Q217 buildings*

* Eight buildings are being added to the South East in phase 2. Three buildings from phase 1 will move from South East to the North East (included in the NE 17 buildings) but will remain part of the phase 1 ISM implementation.


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Map of the Four Regions

All buildings located on Yonge Street are part of the western regions.

Yonge St.

St. Clair Ave.


Phase 2

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All of the North West Region and additional SE buildings

Staffing in place for launch - Seniors Services Coordinators and Tenant Services Administrators

New regional office – 3050 Bathurst St (opening date to be confirmed)


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Buildings in the North West Region55 Outlook Ave. 6 Flemington Rd. 600, 602-612B Rogers Rd. 8 Flemington Rd. 12 King High Ave. 14 Flemington Rd. 4455 Bathurst St. 16 Flemington Rd. 6250 Bathurst St. 18 Flemington Rd. 7 Arleta Ave. 20 Flemington Rd. 11 Arleta Ave. 3174 Bathurst St. 35 Shoreham Dr. 1775 Eglinton Ave. W. 3036 Bathurst St. 130 Vaughan Rd. 650 Lawrence Avenue West 3179 Yonge St. 193 Wilson Ave. 2567 Yonge St. 2 Flemington Rd. 35 Park Home Ave. 4 Flemington Rd. 5430 Yonge St.


South East RegionBuildings added in ISM Phase 2

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330 Gerrard St. E.

540 Queen St. E.

585 King Street East

230 River St.

252 Sackville St.

310 Dundas St. E.

237 Sherbourne St.

55 Bleecker St.

Seniors


ISM Phase 1 buildings

*Buildings originally in South East - moving to North EastRemain part of Phase 1 implementation


145 Strathmore Boulevard 859 Dundas Street East17 Brimley Avenue 80 Danforth Avenue575 Danforth Road 7 Coatsworth Crescent828 Kingston Road 717 Broadview Avenue3330 Danforth Avenue 2287 Gerrard Street East266 Donlands Avenue 369 Pape Avenue50 Norway Avenue 9 Haldon Avenue133 Merrill Avenue *12 Thorncliffe Park Drive*10 Deauville Lane *1420 Victoria Park Avenue

ISM and Accountability TCHC will directly deliver the ISM in seniors buildings

The City of Toronto will oversee and evaluate the ISM to ensure it is making a difference in the lives of senior tenants

The Accountability Framework outlines how the City of Toronto will oversee and evaluate the model


Measuring ISM Progress Annual Tenant Experience Survey will evaluate tenant perceptions

Over 25 indicators from TCHC, Home and Community Care Support Services (HCCSS) and City of Toronto will be used to evaluate the model

Examples:o # of maintenance work orderso # of pest control requestso # of community safety eventso Value and # of arrearso # of HCCSS funded services offered in buildingso Other indicators outlined in the Accountability Framework


Upcoming Tenant Information Sessions Update on Phase 1 ISM implementationo Tuesday, November 16, 6 to 8 p.m.

Information on the implementation of ISM Phase 3 o Wednesday, December 8, 6 to 8 p.m.

Visit torontohousing.ca/ISM for updates on how to attend these events and to view recordings and other materials from previous information sessions


Upcoming Activities for 2021Integrated Service Model Implementing ISM Phase 2 and planning for implementation of Phase 3 Continue developing and piloting policy and processes to be seniors-specific STAC met on September 13, meeting again November 15 Continue planning for Seniors Health and Wellness Hubs Engagement with staff, unions, stakeholders and tenants

o Dr. Christine Sheppard is holding focus group consultations for tenants in the South East Region in September / October

Tenant Experience Survey results being released Ongoing ISM performance measurement


Toronto Seniors Housing Corporation


New Seniors Housing Corporation In 2019, City Council approved the creation of a new seniors housing corporation to operate the Seniors Housing Unit.

Key features: City-owned corporation with its own Board of Directors and CEO Independent from TCHC Will manage and operate TCHC’s 83 seniors buildings. TCHC will

continue to own the properties. Will be responsible for running the ISM Tenant leases will carry over to new seniors housing corporationo Tenants will NOT lose their housing as a result of the new

corporation taking overSENIORS HOUSING UNIT 252021-09-14

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Toronto Seniors Housing Corporation: Phased Approach


Corporation Update Toronto Seniors Housing Corporation (TSHC) has been established by

the City Transition lead hired – Michael Sherar Board has been appointed by the City and started meeting

o June 30o August 11o Upcoming – September 28

Transition planning has started TCHC to support City and TSHC on next steps for the Seniors Housing

Corporation Shared Services Review by the City starts this fall


COVID-19 Vaccinations

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COVID-19 and Tenant VaccinationsTenants: All 83 SHU buildings have received 2 onsite clinics to offer

tenants their first & second doses. Around 50% of SHU tenants have been fully vaccinated

through this initiative Buildings with low vaccination rates have received

additional vaccine hesitancy outreach in collaboration with our partners

Partners: Ontario Health Teams, affiliate hospitals & clinical teams Community social support organizations – i.e LOFT, TNO,

SPRINT, Volunteer Agencies: UHN Friendly Neighbours Initiative, Global

Medic, Red Cross 29

COVID-19 – TCHC Employee VaccinationsTCHC wants to protect staff and tenants Vaccinations are mandatory for all TCHC

employees TCHC is following the City of Toronto’s policy

and implementation plan TCHC is working on how and when staff will

share their vaccination status TCHC will comply with its human rights

obligations and accommodate employees who are legally entitled to accommodation

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Thank you for attending!Be sure to check www.torontohousing.ca/ISM for: a recording of this and previous information sessions presentation materials details and updates on future information sessions other ISM information and updates


http://www.torontohousing.ca/ISM

integrated service model phase 2 implementation

Documents