Item 1 Appendix 1. Quarterly Performance Report

Transcription

1 Quarterly Performance Report First Quarter Ended March 31, 2006

2 Highlights Focus on Customer Resource and Training Centre Service Enhancements Call Management System Customer Feedback System Community Network Marketing Focus on strategies for persons seeking special needs housing Focus on providing diversity sensitive services and materials Lead and participate in pilots and demonstration projects Build partnerships with landlords and agencies Invest in Infrastructure New IT Platform Call Management and System Streamline data storage and records management Training program Pursue New Business and Revenue New Business Opportunities Coordinate Brand Strategy Deliver New Business Create Processes for Good Governance Financial and program sustainability Business Process Transparency Internal Reviews...2 Item 1 Housing Connections Quarter 1 Performance Report Page 2 of 18

3 4.2.1 Corporate relationships Support Stakeholder Involvement Support a Healthy Organization Focus on Development and Innovation Community Training Plan Skills Exchange and Mentoring Healthy Workplace Indicators Communications With Staff...2 Table 1. Client Contact...2 Figure 1. Means of Contact...2 Table 2. Quarterly Call Management Statistics...2 Housing Connections Financial Reports January February : 1st Quarter Waiting List Statistical Report...2 Item 1 Housing Connections Quarter 1 Performance Report Page 3 of 18

4 The Housing Connections Quarterly Performance Report provides information on the corporation s operating results and its progress toward the achievement of the objectives and initiatives as set out in the Business Plan Outlined below is a brief summary of performance against the Business Plan under each strategic objective, including key indicators where applicable. The financial report for January February 2006 is included and the waiting list data is attached as an appendix. Highlights Results for the first quarter show solid progress towards achieving the 2006 deliverables of the Business Plan. There was both strategic and operational activity in all 5 Strategic areas with a focus on IT platforms, customer service and new business developments. There was considerable action in Rent Supplement with implementation planning of 2 new programs; the Housing Allowance Program and a below market rent partnership between the City of Toronto and Minto Properties. Access to Housing focused on the development of new Service Agreements with its key community partners. New business research also featured prominently. Business volumes were steady in the first quarter of 2006 and are reported separately as part of the waiting list data report. Actual operating costs have a positive variance for quarter 1, A brief summary of progress within each of the five strategic areas is outlined below, including key indicators where applicable. The performance areas that are completed/on track, require monitoring or require action are highlighted as follows 1.0 Focus on Customer On Track / Resource and Training Centre Service Enhancements 4 workshops were held this quarter including the premiere of On line Application. A total of 98 people attended the 4 workshops. Housing Connections Quarter 1 Performance Report Page 4 of 18

5 1.0 Focus on Customer On Track / Staff attended training in resolving difficult customer interactions. Staff toured 4 agencies: Agincourt Community Services, Neighborhood Link, Canadian Association Mental Health (CAMH) and Gage House Call Management System Call management wait times reviewed by staff resulting in changes to hours of operation planned for April/06 implementation Customer Feedback System In quarter 1, 25 Request to Speak to a Supervisor forms were completed. This represents a decrease in formal complaints over the last quarter. This is an indication that the public are becoming familiar with our processes and available resources. 76 Customer Comment Cards were received for management follow up. 90% of those surveyed were pleased with the service they received. Housing Connections Quarter 1 Performance Report Page 5 of 18

6 1.0 Focus on Customer On Track / Community Network Marketing Activity related to new Service Level Agreements with Access Centres: Focus groups held with community agencies. New Agreement developed. 5 new agencies were engaged 15 agencies targeted for signing by the end of April, Access Centre Workgroup meetings held. Strategic plan developed for marketing to community. New process developed for community outreach including training front line staff and establishing library of slides to standardize presentations. There were 9 presentations to community groups including: CAMH, Toronto Non Profit Housing Provider Network, Rental Housing Advisory Committee, Beatrice House, Emily Stowe Shelter, Transitional Housing Workers Workgroup, Centre for Independent Living and Streets to Homes. Housing Connections Quarter 1 Performance Report Page 6 of 18

7 1.0 Focus on Customer On Track / Focus on strategies for persons seeking special needs housing Roll out plans developed for the 340 Strong Communities Rent Supplement units allocated to agencies supporting persons with special needs. New business processes developed for eligible applicants for 140 units dedicated to Victims of Violence. Assessment will be conducted by panel of shelter staff and MCSS staff and not Housing Connections. Targeted are those not eligible under provincial special priority. Staff have been working with the Centre for Independent Living in Toronto and Ministry of Health staff to improve coordinated access to modified units. A Life Long Learning Group formed to advocate for more accessible units and more funding to standardize modified units to acceptable levels Focus on providing diversity sensitive services and materials Planning stage for new materials in resource centre and processes to link customers with interpretation services. Training on cultural interpretation and translation services planned for staff (quarter 2 delivery) Housing Connections Quarter 1 Performance Report Page 7 of 18

8 1.0 Focus on Customer On Track / Lead and participate in pilots and demonstration projects Strong Communities Rent Supplement Landlord Agreement negotiations launched on roll out of new landlord agreement. Next Steps Demonstration Project 180 (90%) of the total allocation of 200 applicants have been housed. Steering Committee participation continues. Housing Allowance Pilot approval to enter into referral agreement with Streets to Homes and Children s Aid Society. 5 landlords with 9 developments are in the pilot and 30 households have been placed. Second financial allocation of $1.8M received. Strong Communities Portable Pilot Program (formerly the Emergency Homeless Program) during the 1 st Quarter, there were losses of $5958. A further $1905 was avoided during this period due to co operative ventures between Housing Connections staff and WoodGreen support workers. Housing Allowance Program: Project Manager in place. Steering Committee formed and meetings underway. Business Case developed and approved by Service Manager. Administrative funding request approved by Service Manager. Participated in City led discussions on Memorandum of Understanding. Housing Connections Quarter 1 Performance Report Page 8 of 18

9 1.0 Focus on Customer On Track / Participated in City led discussions on Take Up plan required by Province. Identified Guidelines required as per Business Case. Implementation planning underway. Communications plan and materials drafted Build partnerships with landlords and agencies Strategic planning underway with 2 landlords including front line staff training and visits. 2.0 Invest in Infrastructure On Track / New IT Platform Software agreement discussions underway with NetIntegrity. Road Map to implementation jointly developed. Implementation team assembled Call Management and System Standard Summary Reports produced monthly and reviewed for hold times and other key metrics. Adhoc report process not yet finalized. Scoping new functionality and Housing Connections Quarter 1 Performance Report Page 9 of 18

10 2.0 Invest in Infrastructure On Track / licensing fees to expand number of staff as licensed users Streamline data storage and records management Planning to address cost effective and safe method of storing archived files Training program 2 training sessions were held for TCHC staff on TAWL. Staff facilitated mandatory training in vacancy management for housing providers on vacancy management in conjunction with the City. TAWL and business procedures training was provided to new Access Centre members. 3.0 Pursue New Business and Revenue On Track / New Business Opportunities Feasibility study completed. Sponsored focus group with landlords. Held management workshop Coordinate Brand Strategy Staff attended a workshop on Reputation Housing Connections Quarter 1 Performance Report Page 10 of 18

11 3.0 Pursue New Business and Revenue On Track / Management for non profits (hosted by the Canadian Public Relations Society). Held branding workshop with Board Deliver New Business Staff pursuing new lines of business for Board approval in quarter Create Processes for Good Governance On Track / Financial and program sustainability Produced 2006 annual operating and capital budget. New professional services contract controls introduced. Discussions held with Shareholder and Service Manager regarding base funding for rent supplement administration Business Process Transparency Rent Supplement Guest policy prepared for Board approval early quarter 2. Expression of Interest for Housing Allowance Pilot issued in Dec/05 with quarter 1 assessment completed. Began planning rollout of new Strong Communities Landlord Agreement for Housing Connections Quarter 1 Performance Report Page 11 of 18

12 4.0 Create Processes for Good Governance co op providers. On Track / Committee formed to coordinate annual meeting with stakeholders Internal Reviews Evaluation of Review Process initiated in late quarter 4, 2005 continued with follow up meeting to assess recommendations. Recommendations mapped into 2006 work plans. Front line staff volunteers oriented as resource staff to the panels. In quarter 1, panelists heard 60 applicant cases in the following categories: Special PriorityPolicy 22 Priority for the terminally ill 13 Three Offers Refused 7 Arrears to social housing landlord 1 Status in Canada 1 Backdating 3 Additional Room 8 Rent Supplement Rent Reviews 5 Of the 60 reviews heard 48 were upheld 10 were overturned and 2 were deferred. Of the 10 that were overturned, 3 were for three offers refused and 7 for the Special Priority Policy Corporate relationships Housing Connections Quarter 1 Performance Report Page 12 of 18

13 4.0 Create Processes for Good Governance On Track / Quarter 1 check in meeting with Shareholder Support Stakeholder Involvement Board Advisory Council held 2 meetings in quarter 1 including discussion on customer perception meeting schedule confirmed. Recruitment and outreach for new members undertaken in Q1 with Board selection process early April Recruited volunteers from housing provider sector for focus group and input into new system. 5.0 Support a Healthy Organization On Track / Focus on Development and Innovation Hosted training on customer service and new provincial arrears database for front line staff from access centres across Ontario Community Training Plan All units represented on Committee Social Justice Curriculum completed in quarter 1 featuring gender, racism and a session with transgendered housing workers. Housing Connections Quarter 1 Performance Report Page 13 of 18

14 Committee planned Community Fair with 5 agencies for 1 st week in April Skills Exchange and Mentoring Attended training with RENT Mentoring in the Housing Sector workshop Healthy Workplace Indicators Committee met once in quarter 1. African Heritage Month committee ran successful campaign. Staff survey results published at all day all staff meeting. Recommendations and action planning mapped into unit and management work plans. 2 health and safety incidents reported and tracked for follow up. Supervisor Competency Training completed by 2 managers Communications With Staff 2 newsletters published. Housing Connections Quarter 1 Performance Report Page 14 of 18

15 Table 1. Client Contact Client Contact for 1st Quarter 2006 Post Fax Dropbox App M/B Resource Center Totals January February March st Quarter Figure 1. Means of Contact Means of Contact 35% 23% Fax 8% Dropbox 8% 26% App M/B Resource Ctr Housing Connections Quarter 1 Performance Report Page 15 of 18

16 Table 2. Quarterly Call Management Statistics Call Management st Quarter nd Quarter rd Quarter th Quarter 2006 Comments Total # of calls received Total # using self service 72, 775 (Avg. 24,256 / month) 20, 645 Total # that spoke to agent 10, 562 Average IVR interaction time before going to queue 2.1 min Average wait in queue before answered by agent 9 min, 33 sec Average call duration 5 min, 12 sec Housing Connections Quarter 1 Performance Report Page 16 of 18

17 Rent Supplement Quarterly Report Q Program Description Commercial Program SCRS Regular SCRS Next Steps SCRS MCSS - DEVD SCRS MCSS - VAW SCRS MOHLTC SCRS Portability (EHPP) Strong Communities Sub-total Conventional Rent Supplement Total Housing Allowance Pilot Housing Allowance Rollout Total Housing Allowance Program Grand-total - All Units Ultimate Units 2006 Plan End of Q1 Position Program as at Projected Projected Projected Units Financial Target &/or Unit Units as at 2006 Projected Actual Avg Subsidy Q Q YTD Var Allocation Year-end Takeup 2006 Yr End Budget End of Q1 End of Q1 Per Unit Budget YTD Actual (Neg=Unfav) $ 12,733, $ 561 $ 3,137,400 $ 2,565,289 $ 572, $ 7,374, $ 825 $ 1,833,300 $ 2,044,024 $ (210,724) $ 1,610, $ 749 $ 365,400 $ 386,353 $ (20,953) $ 368, $ 871 $ 19,600 $ 17,791 $ 1, $ 536, $ 790 $ 26,600 $ 23,551 $ 3, $ 275, $ 818 $ 9,800 $ 7,362 $ 2, $ 756, $ 762 $ 189,000 $ 178,475 $ 10, $ 10,920, $ 808 $ 2,443,700 $ 2,657,557 $ (213,857) $ 23,654, $ 669 $ 5,581,100 $ 5,222,846 $ 358, $ 140, $ 194 $ 1,800 $ 12,813 $ (11,013) $ 581, $ - $ - $ - $ $ 721, $ 194 $ 1,800 $ 12,813 $ (11,013) $ 24,375, N/A $ 5,582,900 $ 5,235,658 $ 347,242 Notes 1) Total Rent Supplement variance attributable to the difference between the $700 average subsidy used for planning purposes and actual average subsidies $ 336,554 2) Total Rent Supplement variance attributable to all other causes (eg: takeup rate faster or slower than projected, earlier or later program start dates, etc.) $ 21,700 3) Total Housing Allowance variance attributable to the difference between the average program subsidies used for planning purposes and actual average subsidies $ (1,213) 4) Total Housing Allowance variance attributable to all other causes (eg: takeup rate faster or slower than projected, earlier or later start dates, etc.) $ (9,800) 5) MCSS & MOHLTC sponsored programs are still in the framework development stage. Take-up rates will have to accelerate if year-end targets are to be met. 6) SCRS Portability Program (EHPP) is unlikely to ever achieve its target due to the extreme mobility of its designated client group - formerly known as Tent City. Housing Connections Quarter 1 Performance Report Page 17 of 18

18 Housing Connections Financial Reports January-February 2006 Variance fav.(unfav.) YTD Actual YTD Budget $ % Revenue Operating Subsidies $744,102 $744, % Rent Supplement Grants 3,991,734 3,991, % 4,735,836 4,735, % Operating Costs Salaries & Benefits 528, ,530 32, % Staff Expenses 3,032 5,050 2, % Office Expenses 99, ,430 17, % Systems 16,031 42,980 26, % Professional services 8,210 39,980 31, % Admin. & Other 1,212 16,780 15, % 656, , , % Rent Supplement Payments 3,806,332 3,991, , % Operating Cash Flow 272,983 (38,648) 311, % Capital Expenditures 46,902 60,000 13, % Total Cash Flow 226,082 (98,648) 324, % : 1st Quarter Waiting List Statistical Report Housing Connections Quarter 1 Performance Report Page 18 of 18