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Simcoe County Housing Corporation

Housing Services Risk Management ForumOctober 26, 2016

Holiday Inn Toronto-Yorkdale

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Units Available

� Simcoe County Housing Corporation owns and manages 247 buildings comprised of 1,395 units:

• 27 apartment buildings

• 6 townhouse sites

• 263 scattered houses (singles/duplexes)

• 1 community centre

LOCATIONS

� Alliston

� Barrie

� Beeton

� Bradford

� Collingwood

� Elmvale

� Midland

� Orillia

� Penetanguishene

� Stayner

� Wasaga Beach

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Single Family Unit

4

Apartment Building

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Townhouses

6

2 Storey Walk-up

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Key Considerations

� Staff Training and Development

� Inspection and Documentation

� Physical Changes to Sites

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Staff Training and Development

� Staff duties

� County policies and procedures

� Electrical Safety Authority

� Trainers and trainers’ schedules

� Tenant information

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Inspections

� Types

� Forms

� Documentation

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Physical Changes to Sites

� Capital work design considerations

� Landscape

� Common areas

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New Bathrooms

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Single Family Unit

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Questions?

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Risk Management

Presentation to HSC Forum 2016

Rick Farrell & Tina Gardiner

HYI Portfolio Overview - 2016

Housing York Inc.

37 housing sites - 2643 units*

5 shelters - 177 beds

Public Housing

862 seniors units

10 family units

100% RGI

Emergency &

Transitional

Shelters

147 emergency

beds

30 transitional

beds

Provincial

Reform

361 seniors units

677 family units

70% Rent-Geared-

to-Income

Regional

Program

241 seniors units

492 family units

63% subsidized

units

Subject to the Housing Services Act

& Regional Requirements

Specific funding agreements

for each building

19* 2016 unit counts include the Richmond Hill Hub and 259 Woodbridge.

Why Risk Management?

� Helps to increase the success of what we do and to open up future successful opportunities

� Allows for better delivery of services & better customer interactions

� Reduces the chance of something going wrong

� Reduces the likelihood of the Region being sued

• Some risk-taking is inevitable if an organization is to achieve its objectives

• Organizations that are more risk aware actively manage not only potential problems (threats) but also potential opportunities to allow for innovation and growth

• Enterprise risk management will improve performance against strategic objectives

• Risk management supports management and Council in performing its oversight function

Adopting an Enterprise Risk Management (ERM) system will:

� Allow Housing York to manage risks in a more systematic and proactive manner

� Promote informed and sound decision-making

� Improve planning and documentation of the overall risk cycle

� Be explicitly linked to strategic and business planning

Key outputs will include:

� Risk Registry – comprehensive listing of prioritized risks

� Risk Matrix & Dashboard – inventory of risks mapped to appropriate risk treatments

and monitoring tools

� Heat Map – visual presentation of the various risks demonstrating likelihood and

impact

� Robust key performance indicators (KPIs)

Enterprise Risk Management System

Risk Management at York Region

• Risk Manager and team of 8 staff

• 3 claims specialists and a clerk

• 3 risk specialists and a clerk

• In- house risk document system with three modules; risk,

certificates and claims

• Workload divided by department

• Client Service Plans

• Work with CAO, Corporate, Environmental,

Transportation, Finance, Community and Health and

Legal Services plus 2 subsidiaries HYI and YRRTC

Risk Management Process

Client Service Plan

• Risk Transfer

� Review of RFP’s, direct purchases, RFQ’s, and tenders prior to release

� Review of agreements and contracts

� Adherence to risk transfer requirements when engaging vendors for service

� Review of vendor certificates of insurance for compliance and tracking

� Review of surety bonds and Letters of Credit for compliance

• Risk Assessment & Management

� Conducting risk assessments for processes or locations and provide

findings

� Review of risk registry for risk events, rating and mitigations

• Certificates of Insurance

� Provision of certificates of insurance to other entities as required for

activities or events

• Cost of Risk

� Review of claims for trending; loss type analysis for mitigation purpose

• Claims

� Timely handling and resolution of claims presented

• Client Specific

� Annual Review of Claims

� Participation in Annual Division/Branch Meeting where requested

� Annual Presentation to teams

� Other presentations as requested

• Other Documents

� Appendix A: Risk Management Contact list

� Appendix B: Guidelines for risk service response

� Appendix C: Standard Insurance Requirements Guideline

ERM at York Region

• Risk Management Committee

• Meets quarterly

• Develop Risk Registry with departmental teams

• Risk appetite statement and Risk tolerance guidelines

• Support Risk mitigation of departments

• Focus on common Region risk mitigation

Categories of Impact

Risk Regis Scalet

�

Likelihood Scale

Impact Scale

Risk Registry

RISK EVENT

Event Cause Outcome

List any mitigation procedures

currently in place; rate

Effectiveness of existing

measures

Scale:

1=least

effective,

5=most

effective)1

2

3

Risk scores

� Used to prioritise the risk events for treatment

� Max Likelihood score = 5

� Max Impact: 5 x 6 = 30

� Max RiskIT Score = 150 (5 x 30)

Typical risk tolerance matrix

SevereMonitor and

mitigate risk

Eliminate or transfer

riskStop activity

ModerateAccept but monitor

risk

Monitor and

mitigate risk

Eliminate or transfer

risk over time

Minor Accept risk Monitor riskMonitor and mitigate

risk

Low Medium High

Risk Tolerance Matrix

Typical risk dashboard

Ultimate Risk Performance

Risk Registry Mitigation WorksheetDepartment: Transportatin & Community Planning

Branch: Transit

RR

No.

1 Event Accident onboard Bus 5

Cause

Maintenance, Operator error,

Third party, Equipment 4

Outcome

Injury, claim, media attention,

financial compensation sought 3

Likelihood 5 2 *1

Average

Impact 1.8 1

1 2 3 4 5

Categories of Impact

Rating Category

2 Liability Bodily injury to patron

2 Financial Claim cost for injury

2 Region

2 Service Delivery Interruption to specific bus route; impact to other patrons on the bus

2 Compliance Depends on w hat caused patorn to get injured

0 Envrionmental

Current Mitigations

Scheduled preventative maintenance program, training, risk management assessment, insurance

Risk Event Response

Areas Reviewed

Injury to patron

Bus out of service

Reporting

Risk Treatments

Changes to existing procedures

New changes to be implemented

Implementation

Steps

Monitoring

How

Results

Details

RISK EVENT

RISK MITIGATION

RISK MAP

Risk Registry - Treatment Worksheet

I

m

p

a

c

t

Likelihood

Implementing ERM – Key Success Factors

� Executive level sponsorship (including Board)

� Alignment with business plans and strategic objectives

� Corporate culture that encourages open communication about risk

� Embedded in routine processes and practices

� Defined roles and risk ownership

� Regular review and monitoring

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Implement a Risk

Management Treatment

•Avoidance

•Reduction

•Transfer

•Retention

Constructive feedback; Frequent positive

reinforcement; Business process

integration

Organization focused on RM as a source of continuous

improvement, enabling the

Region to meets its

vision

Identification Assessment Treatment Monitor Ultimate

Proactive systematic

process to seek out potential

business upsets; Everyone is a Risk Manager

Establish boundaries & limits of risk

tolerance; Utilize a

structured risk assessment

process; Analyse impact

CONTROLRISK

COST OF RISK

Time

ULTIMATE RISK PERFORMANCE

FirstOnSite Presents

Hoarding: a Mounting Issue for Insurance

Providers

+ Our Mission is to deliver rapid and superior disaster

restoration services in times of emergency.

+ We put things right – the right way – each and every time.

+ We offer property owners the peace of mind that jobs

will get done quickly and professionally.

+ We provide insurers with a coast-to-coast assurance

of quality and consistent services so that they can

confidently recommend us.

OUR MISSION

WHAT IS HOARDING?

ICD Hoarding Scale – a scale commonly used

by professional organizers, this scale holds

value for insurance restoration professionals as

well

LEVEL I LEVEL II LEVEL III LEVEL IV LEVEL V

WHAT IS HOARDING?

Level I:• Clean and livable with some clutter, and perhaps occasional pet odors. • Clutter is not excessive. Home exhibits good housekeeping healthy sanitation. • Some pest evidence — a few mouse droppings or an ant• All doors and stairways of the home are accessible.

Level II: • Clutter has taken over two or more rooms. • One major appliance, hasn’t worked for at least six months. • Limited evidence of housekeeping, light unpleasant odors, overflowing garbage cans• Some pet odor, pet waste puddles and light pet dander. • Light to medium evidence of common household rodents/insects.

Level III: • Floor to ceiling clutter, including visible clutter outdoors. Clutter leads to narrow hall and stair

pathways• Two or more appliances are broken. • Stagnant fish tanks, neglected reptile aquarium and/or bird droppings not cleaned. Audible rodent

evidence, light flea infestation and some spider webs. • One bedroom or bathroom isn’t fully usable. • Heavily soiled food preparation areas and full, odorous garbage cans. Unpleasant odors

throughout the house.

WHAT IS HOARDING?

Level IV:

• Structural damage such as leaks or broken windows

• Unusable bathrooms and bedrooms.

• Mould and mildew present. Rotting food and significant pest infestations, no clean

dishes or utensils in kitchen.

• Hazardous materials are stored in the home, and flammable, packed materials are in

the living area or attached garage.

Level V:

• Obvious structural damage, broken walls, disconnected electrical service, no water

service, no working sewer or septic system.

• Standing water indoors, fire hazards and hazardous materials exceed local

ordinances.

• Pets are dangerous to occupant and guests. Rodents in sight, mosquito or other

insect infestation and regional critters, such as squirrels, inside the home.

• Kitchen and bathroom unusable due to clutter.

• Occupant may be living or sleeping outside the home.

• Human feces, rotting food and more than 15 aged canned goods with buckled

surfaces inside the home.

The Hazards of Hoarding

THE HAZARDS OF HOARDING

Most Prevalent Hazards:

• Health

• Trip & Fall

• Mould & Fungi

• Structural

• Community

• Unexpected Items

• Biohazard

• Fire


Health Hazards

Make sure that all those attending site are well

educated in the health hazards involved.

• Required PPE

• Don’t take your cues

• from the homeowner


Trip & Fall

• Excessive clutter is difficult to maneuver

around for a homeowner and

insurance/restoration personnel.

• Hoarding not only creates more opportunities

for falls, it also creates a situation where

homeowners may not be found or easily

accessed if hurt.


Mould & Fungi

• Hoarding can mask mould growth, trust your

other senses such as smell.

• Consider the impact of this situation on a

multi-unit dwelling


Structural Integrity

• Your safety is important, look beyond the

clutter to make an educated assumption about

the structural integrity of the home

• Examine the structure from the exterior before

entering


Community

• Many hoarders feel that they should be able to

live however they want, however there is an

impact to the community

• Excessive hoarding can increase the chance

of a fire spreading to adjacent buildings as well

as increased likelihood of rodents

• Multi-unit dwellings increase this risk


Unexpected Items

• Sharps

• Firearms

Ask before you begin the clean up, but know that

not everyone will tell the truth or many

homeowners have forgotten these items are

there.

Items such as these increase the cleaning time


Biohazards

• Human Decomposition

• Fecal Matter

• Blood born pathogens (Hepatitis)

• Zoonosis (diseases that pass between

species)


Fire Hazards

• Electrical Hazards

• Portable Cooking and

heating devices

• Lack of Maintenance

• Increased contents result in changes to

structural load, as well as increased heat

production and chance of spread

• No ability to attack fire offensively

• Ingress and Egress

Managing a Hoarding Claim

MANAGING A HOARDING CLAIM

• Education

• Trust

• Team

• Expect a Struggle

• Reasonable Expectations

Remember: The end goal is function not beauty.

MANAGING A HOARDING CLAIM

A Restorers Perspective:• Hoarding claims on average take longer, create more

stressful situations and can often result in accusations

• Traditional KPI’s and services levels may be difficult to

meet

• Consider new processes (on site storage, isolated

photo’s)

• Hoarding can make it difficult to determine cause of

loss and pre-existing vs. new damage.

• In most cases, we are not wanted by the homeowner.

• Communication from all parties is imperative

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W HO STRU GGLE W ITH HOA RDIN G

Introduction to Hoarding

DSM-V – Hoarding Disorder

A) persistent difficulty discarding or parting with possessions regardless of their actual value

B) this difficulty is due to a perceived need to save the items and distress with discarding them

C) the difficulty discarding possessions results in the accumulation of possessions that congest and clutter living areas and substantially compromises their intended use

DSM-V – Hoarding Disorder (cont’d)

C) if living areas are uncluttered it is only because of the interventions of 3rd parties (eg. family members, cleaners, authorities)

D) the hoarding causes clinically significant distress or impairment in social occupational or other important areas of functioning (including maintaining a safe environment for self and others)

American Psychiatric Association. (2013). Diagnostic and statistical manual of mental

disorders (5th ed.). Arlington, VA: American Psychiatric Publishing.

Other Things to Consider

• Might be acquiring a lot of items

• Passive vs. Active Acquisition

• Might not think that saving and collecting items is a problem

• May have a hard time understanding why you think it is a problem

Types of Hoarding

• Diogenes Syndrome

• Self Neglect, domestic squalor, hoarding, often seen in older adults

• Generalists

• Saves everything from human waste to items of intrinsic value

• Specialist/Collector

• Saves one or more specific categories of items

• Animal Hoarding

• Accumulation of a number of animals, failure to provide clean and safe living conditions for animals

• Compulsive

• Buying multiple items on impulse (internet/TV shopping, discounts, deals and sales)

Common Mental Health Concerns Associated with Hoarding Behaviour

• OCD • OCPD • Schizophrenia • Dementia and neurodegenerative disorders (including severe

domestic squalor, Alzheimer’s, Parkinson’s and Huntington’s disease)

• Affective disorders (such as anxiety) • Traumatic life events • Mania • Depression • Learning disabilities (such as pervasive developmental

disorders, and genetic disorders) • Acquired brain injury

Pertusa, A. & Fonseca, A. (2014). Hoarding Behaviour in Other Disorders. In Frost, R.O.

& Steketee, G. (Eds.) The Oxford Handbook of Hoarding and Acquiring. Pp. 59-74

Common Co-Occurring Mental Health Concerns

• Depressive disorders**

• Anxiety disorders

• Bipolar disorders

• Impulse control disorders

• Attention-deficit/hyperactivity disorder (AD/HD)

• Personality disorders

Wheaton, M.G. & Van Meter, A. (2014). Comorbidity in Hoarding Disorder. In Frost, R.O.

& Steketee, G. (Eds.) The Oxford Handbook of Hoarding and Acquiring. Pp. 75-85

Harm Reduction Approach

• It is not necessary for the person to stop all hoarding behaviour

• Minimize risks associated with the problematic behaviour (Tompkins, M.,A. (2015). Clinician’s Guide to Severe Hoarding: A Harm Reduction Approach. New York: Springer)

• Minimizes psychological reactance (Worden, B.L., DiLoretto, J., and Tolin, D.F. (2014). Insight and Motivation. In Frost, R.O.

& Steketee, G. (Eds.) The Oxford Handbook of Hoarding and Acquiring. Pp. 247-259.)

Tompkins’ Principles of HR

• Do No Harm

• Not necessary to stop all hoarding behaviour

• No two hoarding situations are alike

• Client is an essential member of the harm reduction team

• Change is Slow

• Agreement that setbacks do not mean the harm reduction approach is failing

• There may be more pressing concerns

(Tompkins, M.,A. (2015). Clinician’s Guide to Severe Hoarding: A Harm Reduction

Approach. New York: Springer)

Implementing Harm Reduction Strategies

• Setting realistic goals

• Planning to fail

• Identify and activate the Harm Reduction team

• Make a plan for monitoring

• Frequency of home visits

• Designating who will do the visits

• Photos or

• Follow up

• Maintaining commitment to keep areas clear (Tompkins, M.,A. (2015). Clinician’s Guide to Severe Hoarding: A Harm Reduction

Approach. New York: Springer)

How to Engage Clients in the Process

• Honest and open conversation

• Offer support and understanding

• Resources

• Help establish a plan

• Goal sheets

• Session contract sheets

• laminated display boards

• Setting realistic goals

• Motivation is key

Assessment Tools

Compassionate Approach

• Sensationalized in media, on TV

• How to start the conversation about hoarding

• Utilizing the right support people

• Non-judgemental Approach

• Your norm is not someone else’s norm

• Using assessment tools

Keys to a Positive Relationship

• Develop Rapport and Trust

• Kindness

• Genuine Caring Relationship

• Respect

• Involvement and Control

• Non-judgement

• Of the situation

Language

• Problems with the word “hoarder” or “hoarding”

• Collector

• Environmentalist

• Saver

• Re-purpose-er

• Excessive Clutter

• Clutter-er

• “More than just a hoarder”

Advocate for Your Client

• Duty to Accomodate

• Legal obligation to provide accommodations for people with disabilities - incl. mental health

• (Doug Levitt, Hoarding and Residential Tenancy law, 2013)

• Limitations of Services Available

Questions?

Ask away!

Thank You!

Kim Hodder

Hoarding Project Manager

519-886-8200 x 24

519-496-7008

[email protected]

mailto:[email protected]