REGIONAL MUNICIPALITY OF WATERLOO COMMUNITY SERVICES COMMITTEE AGENDA

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1 MEDIA RELEASE: Friday, April 18, 2008, 4:30 p.m. REGIONAL MUNICIPALITY OF WATERLOO COMMUNITY SERVICES COMMITTEE AGENDA Tuesday, April 22, :30 a.m. Regional Council Chamber 150 Frederick Street, Kitchener, Ontario 1. DECLARATIONS OF PECUNIARY INTEREST UNDER THE MUNICIPAL CONFLICT OF INTEREST ACT 2. a) 3. a) DELEGATIONS Iqubal Noorah, Director, Kingsview Residence Re: Kingsview Residence REPORTS Social Services SS , Kingsview Domiciliary Hostel 1 INTERDEPARTMENTAL REPORTS b) CR-FM /SS , Christopher Children s Centre Consultant Selection 4 c) d) e) f) g) h) i) j) REPORTS Planning, Housing and Community Services P , Community Housing Update And 2008 Progress Plan P , Volunteer Programs At Region s Museums REPORTS Public Health PH , Dr. Ronald Sax Scholarship Fund PH , Adverse Drinking Water Quality Incidents Communication Protocol PH , Charged/Closed Food Premises Reporting System PH , Quarterly Charged/Closed Food Premises Report PH , Transfer Of Small Drinking Water Systems To Public Health PH , 2008 West Nile Virus Program Scenarios INFORMATION/CORRESPONDENCE 5. a) OTHER BUSINESS Council Enquiries and Requests for Information Tracking List

2 CS Agenda April 22, NEXT MEETING May 13, MOTION TO GO INTO CLOSED SESSION THAT a closed Committee meeting be held in the Waterloo County Room on Tuesday, April 22, 2008 in accordance with Section 239 of the Municipal Act, 2001, for the purposes of considering the following subject matters: a) solicitor-client privilege related to contracts b) personal matters about an identifiable individual - Committee appointments c) personal matters about an identifiable individual and labour relations d) potential litigation in relation to an expropriation matter in the Township of Woolwich e) potential litigation in relation to an expropriation matter in the City of Waterloo f) proposed or pending disposition of land in the City of Kitchener g) solicitor-client privilege regarding legal advice and opinion for interpretation of legislation h) proposed or pending disposition of land in the City of Waterloo i) proposed or pending disposition of land in the City of Kitchener 8. ADJOURN

3 REPORT: SS REGION OF WATERLOO SOCIAL SERVICES Social Planning Policy and Program Administration TO: Chair Sean Strickland and Members of the Community Services Committee DATE: April 22, 2008 FILE CODE: A02-20 SUBJECT: KINGSVIEW DOMICILIARY HOSTEL RECOMMENDATION: THAT the Regional Municipality of Waterloo enter into a 2008 purchase of service agreement with Kingsview Retirement Residence under the Domicilairy Hostel Program effective July 1 to December 31, 2008 as outlined in Report SS-08-21, dated April 22, SUMMARY: Kingsview Retirement Residence (Kingsview) has had a domiciliary hostel purchase of service agreement with the Region since Under the agreement, Kingsview must comply with the Region of Waterloo s Domiciliary Hostel Standards (the Standards ). There have been a number of concerns expressed regarding the operation of Kingsview by the neighbours. Through the Region s Domiciliary Hostel Standards Monitoring process, Staff has worked with the operator to ensure compliance. In addition, and at the request of Regional Council, Staff has requested that Waterloo Region Police Services ( WRPS ) establish a process to mediate concerns related to public safety. Unfortunately this process has not succeeded. Staff is providing this update on the process related to the status of the compliance audit of Kingsview Retirement Residence and a summary of the mediation process undertaken by the WRPS with the operator of Kingsview and the neighbours. The following report provides details on these two items, the related legal framework and some next steps. REPORT: 1.0 Background on Domiciliary Hostel Program and Standards Under the Ontario Works Act (1997), municipalities are able to contract with local operators to provide permanent accommodation and some supports to daily living for those with physical, developmental, or psychiatric needs. Under the Regulations of that Act, persons who live in such homes and who qualify for assistance may have a per diem paid on their behalf by the Region. Funding is provided under the Province s Domiciliary Hostel Program (the Program ). This Program is capped and cost shared on an 80/20 basis with the Province who sets the maximum per diem. The Region currently has purchase of service agreements with 14 operators for 326 beds. Kingsview Retirement Residence ( Kingsview ) has had a domiciliary purchase of service agreement with the Region since In 2006/07 the Ministry of Community and Social Services released a Framework for the Program as a guide to municipalities that deliver the Program. As a condition of funding, the Ministry established a new requirement that the municipalities establish and monitor operators within that new framework. Throughout 2006/07, Staff worked with representatives of the domiciliary hostel DOCS# v4 Page 1 of 3

4 April 22, 2008 Report: SS operators to develop the Standards which were subsequently approved by Regional Council and form part of all Purchase of Service Agreements. Staff began the monitoring site visits in late fall 2007 to ensure compliance with the Standards. Following a site visit, Staff establish a follow up timeline based on the nature of the compliance issues and complete follow up visits. Based on the nature of the infractions, (minor or serious) Staff may impose conditions on the number of tenants and the entering into a purchase of service agreement. 2.0 Summary of the Domiciliary Hostel Standards Monitoring Process at Kingsview Staff conducted a comprehensive site monitoring visit at Kingsview in December Based on that review, Staff conducted a follow-up monitoring visit at the home on April 10, 2008 to determine compliance with the outstanding items to be addressed by the initial March 31, 2008 deadline. Specifically, Staff reviewed items related to the staffing levels, policies and procedures and renovations. The operator has provided Staff with evidence that staffing levels are in compliance as well as policies and procedures to guide staff approaches/interactions with tenants. Progress on the renovations to the inside of the home is continuing. The operator has indicated that, baring unforeseen circumstances, he expects the renovations to be completed by early June The operator has indicated that he plans have an open house. Staff will continue to monitor the renovations through the Standards monitoring process. On April 10, 2008, an independent safety audit with respect to the exterior of the Kingsview property was completed by Waterloo Region Police. The operator has pursued implementation of several of the recommendations. 3.0 Summary of Mediation Process with Kingsview and Neighbours Beginning in 2003, neighbours voiced various concerns in regard to the operation of Kingsview. Numerous allegations were made. A number of the concerns are related to matters outside of the Region s authority. Such alleged activities should be reported to City Bylaw enforcement or to Waterloo Regional Police Services. In so far as issues related to the Standards, Regional Staff confirm that the hostel operator has complied, including efforts to improve relations with the neighbours. In particular, the operator has participated in the mediation process facilitated by WRPS over the past several months. However WRPS report that based on the lack of community support in the mediation process, they decided to end all further mediation meetings. The citizens of Blair were encouraged to form a community group to report crime and gather information from neighbours. It was also suggested that the Neighbourhood Watch program be re-established in Blair. 4.0 Legal Framework All purchase of service agreements require that domiciliary hostels comply with all applicable legislation, regulations, by-laws, rules and guidelines governing the operation of a hostel. Such agreements also require that a domiciliary hostel have a current and valid licence where a licence is required under the laws of the Province of Ontario, or by by-laws of the Region or a local municipality. (a) By-laws There are no provincial laws specifically governing domiciliary hostels. Further, under the Municipal Act, 2001 the Region does not have the power to pass a by-law with respect to lodging houses. Some local municipalities have a Lodging House Licence By-law which governs the operation of a domiciliary hostel, however, the City of Cambridge presently does not have such a By-Law which would govern the operation of hostels in that municipality, including Kingsview. The present use of Kingsview as a domiciliary hostel is permitted under the N2 institutional zoning of the site, pursuant to By-Law No of the Corporation of the City of Cambridge. In addition, the City of Cambridge noise by-law, By-law No.32-04, prohibits persons from, among other things, shouting, making or permitting unusual noises, or noises likely to disturb the inhabitants of the community. Such offences are subject to penalties as provided for in the Provincial Offences Act. DOCS # Page 2 of 3

5 April 22, 2008 Report: SS Any such activity should be reported to the City of Cambridge By-law Enforcement Office during regular business hours, and to the local police at all other times. (b) Legislation The Standards, incorporated as a Schedule in purchase of service agreements, include a reference to the more salient legislation to which hostels are subject, including the following: (i) Building Code Act and the Building Code Regulation; (ii) Environmental Protection Act and the Sewage System Regulation; (iii) Fire Protection and Prevention Act and the Fire Code Regulation; (iv) Health Protection and Promotion Act and the Food Premises Regulation; (v) Occupational Health and Safety Act; (vi) Personal Health Information Protection Act; and (vii) Residential Tenancies Act, To the best of Staff s knowledge, Kingsview is presently not in contravention of any of the abovenoted legislation. With respect to the Sewage System Regulations, Staff has been provided with copies of inspection reports indicating that Kingsview s system is in good working order. Lastly, the above referenced legislation does not cover any alleged criminal activity at the hostel (such as causing a disturbance by swearing, or provincial offences such as trespassing). Accordingly, in all instances, any alleged criminal activity should be reported to the local police. 5.0 Next Steps In December 2007 Staff continued to provide per diem funding for eligible tenants but did not enter into a 2008 Purchase of Service Agreement in order to complete the compliance process. At this point, Kingsview is in compliance with the Standards, including attempts to improve relations with the neighbours. It is recommended that a 2008 Purchase of Service be approved. CORPORATE STRATEGIC PLAN: Providing domiciliary hostel services is consistent with the Region s Corporate Strategic Plan, Focus Area 4: Human Services to promote quality of life and create opportunities for residents to develop to their full potential ; and specifically, Strategic Objective 4.2 to enhance services to people experiencing or at-risk of homelessness. FINANCIAL IMPLICATIONS: NIL OTHER DEPARTMENT CONSULTATIONS/CONCURRENCE: Legal provided information for this report and is consulted in all matters affecting purchase of service agreements. Waterloo Regional Police Services has also been consulted on the development of this report. ATTACHMENTS: Nil PREPARED BY: Lynn Randall, Director, Social Planning, Policy and Program Administration Marie Morrison, Manager, Social Planning APPROVED BY: Michael Schuster, Commissioner, Social Services DOCS # Page 3 of 3

6 REGION OF WATERLOO REPORT: CR-FM /SS CORPORATE RESOURCES Facilities Management and Fleet Services SOCIAL SERVICES Children s Services TO: Chair Sean Strickland and Members of the Community Services Committee DATE: April 22, 2008 FILE CODE: S04-01 SUBJECT: CHRISTOPHER CHILDREN S CENTRE CONSULTANT SELECTION RECOMMENDATION: THAT the Regional Municipality of Waterloo approve the following with regard to the Christopher Children s Centre, as outlined in report CR-FM /SS , dated April 22, 2008: a) Enter into an Agreement with CS&P Architects Inc., in association with Lillepold Dowling Architects, to provide standard architectural and engineering services for the design and construction of the Christopher Children s Centre, for a lump sum fee of $288, plus applicable taxes and disbursements, b) Appoint one Regional Councillor to participate on the Christopher Children s Centre Redevelopment Project Steering Committee, and c) Request the City of Cambridge to appoint one City Councillor to participate on the Christopher Children s Centre Redevelopment Project Steering Committee. SUMMARY: Following Regional Council approval of funding for the new Christopher Children s Centre in the 2008 budget process, the project team initiated an architect selection process. Eleven proposals were received from architectural firms interested in providing architectural and engineering services for this project. The following three firms were short-listed, interviewed and fee proposals opened: CS&P Architects in association with Lillepold Dowling Architects, Joe Somfay Architect and Teeple Architects. Following review and assessment of the consulting firms, their sub-consultants, detailed submissions and fee proposals, the Consultant Selection Committee recommends that CS&P Architects in association with Lillepold Dowling Architects be awarded this assignment for a lump sum fee of $288, plus applicable taxes and disbursements. CS&P Architects in association with Lillepold Dowling Architects achieved the highest combined score for the quality, equity and cost assessment. Subject to Council s approval of this assignment, it is anticipated that the detailed design of the Christopher Children s Centre will commence immediately. REPORT: DOCS # Page 1 of 4

7 April 22, 2008 Report: CR-FM /SS Christopher Children s Centre, 30 Christopher Drive, Cambridge is one of five children s centres directly operated by the Region. The building was originally constructed in 1971 with an addition completed in Since that time this building has not undergone any major repairs, renovations or updates. After 35 years of operation, many features of the building are nearing the end of their life cycle and require significant upgrades and/or replacement. The 2007 capital budget provided $20,000 for the completion of a feasibility study to evaluate the expansion and redevelopment of the Christopher Children s Centre. The scope of the feasibility study included a review of the building and site, development of options, complete cost projections and scope of work definitions to assist in cost projections. The feasibility study concluded that the most viable option for redevelopment of the site would be to construct a new building on the site while continuing to operate the current facility. This provides for a staged approach to construction which allows for continued operation and no disruption to families using child care at the centre. As part of the 2008 budget process, Council approved a project budget of $2.8 Million for the expansion and redevelopment of the Christopher Children s Centre as recommended in the feasibility study. It is expected that the new facility will be complete and ready for use by September The project will provide for the expansion of the centre to match the operating capacity of the Kinsmen and Cambridge Children s Centre (from 45 space to 62 spaces). The centre is currently fully enrolled with demand for additional toddler spaces. In 2009 increased operating costs are estimated to total $145,000 for six months of operation at an increased capacity and by 2010 increasing to $290,000. These costs reflect an increase in the staff complement to 4 FTE to ensure that the required adult child ratios are maintained throughout all hours of operation to meet Day Nurseries Act requirements. Consultant Selection Process An Expression of Interest (EOI) for consulting services for the Christopher Children s Centre was advertised in the Kitchener-Waterloo Record and Daily Commercial News. Eleven proposals were received from interested Architectural firms. The submissions were reviewed by staff from Facilities Management and Children s Services. All proposals were evaluated using the following evaluation criteria and weightings consistent with the Region s Consultant Selection Policy: Quality and Equity Factors: 1. Project Manager Architectural Team 15% 2. Project Support Staff & Sub-Consultants 15% 3. Similar Projects (Children s Centres, LEED ) 15% 4. Understanding and Approach to Project 20% 5. Cost Control, Schedule, Budget 10% 6. Current Workload for Region/Local Office 10% Fees: 7. Consultant Fees 15% Based on the Quality and Equity factors outlined above, the following three firms were short-listed, interviewed and fee proposals opened: CS&P Architects in association with Lillepold Dowling Architects, Joe Somfay Architect and Teeple Architects. All of the short-listed consultants demonstrated a good understanding of the project, had capable DOCS # Page 2 of 4

8 April 22, 2008 Report: CR-FM /SS project teams and were experienced on a number of similar projects. Based on the evaluation criteria outlined above, including the review and assessment of the consulting firms, their subconsultants, detailed submissions and fee proposals, the Consultant Selection Committee recommends that CS&P Architects in association with Lillepold Dowling Architects be awarded this assignment for a lump sum fee of $288, plus applicable taxes and disbursements. CS&P Architects in association with Lillepold Dowling Architects achieved the highest combined score for the quality, equity and cost factors outlined above. Scope of Work CS&P Architects in association with Lillepold Dowling Architects will be responsible for providing standard architectural services throughout the project including schematic design, design development, construction documents, bidding or negotiation assistance, LEED certification, construction/contract and post construction administration. Schedule Subject to Council s approval of this assignment, detailed design of the Christopher Children s Centre will commence immediately. The project is anticipated to be tendered by the beginning of Construction and commissioning is scheduled to be completed by September Demolition of the existing building and site work will follow after completion of the new building and will be completed by Spring Local Municipal Consultation/Coordination Staff are requesting the participation of a Regional Councilor and a City of Cambridge Councilor to participate on a project steering committee. The Steering Committee will provide consultation to the project team during the design and construction phases. A series of public consultations will occur to ensure involvement of the residents in the immediate neighbourhood, clients using the current facility and staff in the early stages of the design process. CORPORATE STRATEGIC PLAN: The redevelopment of Christopher Children s Centre supports objectives in Focus Areas 1, 2 and 4. Specifically: Focus Area 1: Environmental Sustainability: Protect and enhance the environment - the building will be designed and constructed to meet the LEED Canada Silver standard for environmental conservation and energy efficiency per Regional Council Policy. Focus Area 2: Growth Management: Manage and shape growth to ensure a liveable, healthy, prosperous and sustainable Waterloo Region the facility will support initiatives that highlight culture and creativity. Focus Area 4: Human Services: Promote quality of life and create opportunities for residents to develop to their full potential the redeveloped centre will enhance our child care and family support systems in order to support healthy growth and development of children and youth. FINANCIAL IMPLICATIONS: The approved Children s Services capital plan includes $2.8 million for this project to be funded from debentures. The costs of the project are split over the 2008 and 2009 calendar years. DOCS # Page 3 of 4

9 April 22, 2008 Report: CR-FM /SS OTHER DEPARTMENT CONSULTATIONS/CONCURRENCE: Facilities Management and Children s Services are working jointly on this project. The consultant selection process has been undertaken in accordance with Regional procedures and the Regional Purchasing By-law. ATTACHMENTS: N/A PREPARED BY: Adam Morris, Senior Project Coordinator, Facilities Engineering Nancy Dickieson, Manager,Children s Services APPROVED BY: Gary Sosnoski, Commissioner of Corporate Resources Michael Schuster, Commissioner of Social Services DOCS # Page 4 of 4

10 REGION OF WATERLOO Report: P PLANNING, HOUSING AND COMMUNITY SERVICES Housing TO: Chair Sean Strickland and Members of the Community Services Committee DATE: April 22, 2008 FILE CODE: D26-01 SUBJECT: COMMUNITY HOUSING UPDATE AND 2008 PROGRESS PLAN RECOMMENDATION: THAT the Regional Municipality of Waterloo approve the Community Housing Update and 2008 Progress Plan, as described in P , dated April 22, 2008; AND THAT the Regional Municipality of Waterloo endorse the request by Needlewood Glen Housing Co-operative Inc. for Ministerial Consent for the redevelopment of a housing project as described in P , dated April22, 2008; AND THAT By-law , being a by-law to Authorize and Govern the Execution of Documents on Behalf of the Regional Municipality of Waterloo, be amended as follows: To provide the Director of Housing, the Manager of Waterloo Region Housing, the Coordinator of Tenant Services, and the Property Manager of the property to which the Agreement relates, authority to execute Agreements to lease or license to third parties, residential or non-residential lands or premises, where such Agreements are to be signed by the Region in its capacity as either Service Manager or housing provider under the Social Housing Reform Act, 2000, provided that: a) the requirements of section 2.2 have been fulfilled. SUMMARY: The Region of Waterloo assumed full administrative and financial responsibility for Community Housing in In the years since the transfer, Regional Council has approved policies and procedures in the administration of housing and has developed its national award-winning Affordable Housing Strategy. Each initiative is driven by the philosophy of activating the housing continuum, maintaining safe, affordable housing and achieving true integration within the greater community. Each business area achieved significant goals described in the 2007 work plan, which was endorsed by Council. Annual operating funding was received for support services for the Sunnyside Seniors Affordable Housing, the Housing Allowance Program was taken up by households, additional senior government funding was received to help create an additional 190 units under the Affordable Housing Strategy, and a review of the waiting list for affordable housing was completed to ensure effective implementation of policies and procedures that impact the management of the wait list. This report provides an update on the key initiatives in each program area of the Housing Division and the activities underway to ensure the efficient administration of affordable housing and advancement of community-based goals. This includes implementing key recommendations of the Community Action Plan for Housing, partnering with local agencies for enhancements to facilities and services, implementing new Provincial legislation, conducting Operational Reviews, finding efficiencies in program delivery, reviewing, promoting and advancing the Affordable Housing Strategy Page 1 of 15

11 April 22, 2008 Report: P The Community Housing programs and reviews are also functionally linked to other Regional initiatives, including the Grand River Transit Business Plan, the Regional Growth Management Strategy, the Rapid Transit Initiative, the Homelessness to Housing Strategy and the Human Services Plan. This report concludes with a proposed Progress Plan for REPORT: This report updates the business activities of each of the major program areas of the Housing Division. Strategic Housing Initiatives Strategic Housing Initiatives works to develop and implement comprehensive projects, and to link these to broader corporate and community initiatives. In June 2005, Regional Council endorsed the Waterloo Region in the 21 st Century: A Community Action Plan for Housing (the Action Plan) as its comprehensive community-based housing strategy. The Housing Implementation Team, a cross-section of housing stakeholders necessary to implement the Action Items, was established in 2005 to assist the Region in implementing the Action Plan. The Team meets throughout the year to discuss and provide advice on measures to address the recommendations in the Action Plan. Housing issues addressed over the past year include physical accessibility, condominium conversions, affordable housing targets and housing policies for the new Regional Official Plan (ROP). Regional staff and its partners will continue to work on several initiatives to implement key Action Items from the Action Plan throughout Housing staff have worked closely with Social Services (Social Planning, Policy and Program Administration) to assist in the development of All Roads Lead to Home: A Homelessness to Housing Stability Strategy for Waterloo Region (the Strategy), which was received by Regional Council on October 24, 2007 (Report SS /P ). The Strategy is a comprehensive community plan created to identify and address issues of homelessness and is a companion document to the Action Plan. Staff from Housing and Social Services will continue to work together through the implementation phase of both the Strategy and the Action Plan. The Housing Incentives and Funding Resource Guide was created in 2002 to provide Affordable Housing Strategy proponents with clear and concise information on affordable housing funding programs. The Guide was expanded in September 2006 to include all key housing-related incentives and resources offered by the Region of Waterloo, Area Municipalities, senior levels of government and non-government organizations. Recently, Regional staff updated the information in the Guide to include new incentives and resources and released new editions in September 2007 and February Canada Mortgage and Housing Corporation (CMHC) undertook a research initiative to develop a web-based resource to promote settlement by new immigrants in mid-sized Canadian communities by focusing on housing and related information. The Region of Waterloo was one of 10 Canadian communities selected for the project. Housing staff coordinated the Region s response, which included participation from other departments and community stakeholders that assist new immigrants. The web-based tool, Settling in Canada, can be found on the CMHC website ( and includes information and data on housing, population, employment, education and community services to help newcomers find out more about Waterloo Region and other communities Page 2 of 15

12 April 22, 2008 Report: P CMHC s Residential Rehabilitation Assistance Program (RRAP) provides financial assistance to fund repairs, renovations, accessibility modifications, creation of low-income rental units through conversion and home adaptations for low-income households. The Homeowner RRAP and RRAP for Persons with Disabilities components are currently administered locally with funds allocated to each city and township of Waterloo Region. The Rental RRAP, Rooming Housing RRAP and RRAP for Conversion components are still directly administered by CMHC and requires local proponents to compete with applicants from other parts of southern Ontario. Regional Council has previously made formal requests to CMHC to administer rooming house, conversion and rental RRAP with block funding allocated to the Region (Report P ) to assist staff to better address local needs and align with the AHS and other local priorities. Regional staff will continue to pursue this request with CMHC. The Role of Housing in Converging Initiatives Housing is a basic necessity of life and an important factor in our health and welfare. As such, the provision of a full range of housing, and in particular affordable housing, will be a vital component in the successful implementation of several important Regional initiatives including Regional Growth Management Strategy, the Corporate Strategic Plan, the Provincial Growth Plan (Places to Grow), the Rapid Transit Initiative, Brownfield Incentives and the Grand River Transit Business Plan. Housing issues, including affordability, access, variety, form, health, accessibility, efficiencies and location are both concerns and solutions interwoven within all of the initiatives. Over the last year, housing was a specific element of the following initiatives: Staff took an active role in improving the connection between housing and health care by participating in the Local Health Integration Network (LHIN) Community of Interest Committees and joining community partners in LHIN Aging at Home projects. Housing policies in the new ROP were drafted to reflect the requirements of Places to Grow and the Provincial Policy Statement; Location and proximity to Grand River Transit and access to services were important factors in the recommendation of Affordable Housing Strategy projects to Council. Over the next year, housing policy and program development (including management of the existing portfolio and new development) will focus on interpreting, supporting and assisting in implementing the relevant goals and targets relating to these projects. For example: Promote the redevelopment of brownfield sites for affordable housing. Support energy efficiency by assisting community housing providers (some 9,000 households) to implement new programs, and to access available Provincial funding to improve energy efficient in buildings. Continue to include proximity to Grand River Transit in locational considerations for community housing. Promote the goals of the Regional Reurbanization Community Improvement Plan including the provision of an appropriate range of housing choice and supporting affordable housing. Review of the Affordable Housing Strategy to ensure consistency with the goals of the Regional Growth Management Strategy and the requirements of Places to Grow. Continue to Collaborate with community partners and other departments to actively implement the Strategic Objectives and Actions within the Corporate and Departmental Strategic Plans, including the development of supportive housing at Sunnyside, improving community safety, implement the Homelessness to Housing Stability Strategy and improving choice and access to affordable housing. Encourage community housing tenants and applicants to participate in the public consultation process of Regional initiatives (i.e. Region of Waterloo History Museum, Page 3 of 15

13 April 22, 2008 Report: P Rapid Transit Environmental Assessment, Regional Transportation Master Plan) to help incorporate the needs and views of lower-income households. Waterloo Region Housing Waterloo Region Housing (WRH) manages 2,591 community housing units owned by the Region of Waterloo. WRH properties are distributed throughout the cities of Kitchener, Cambridge, Waterloo, and in the townships of Woolwich and Wellesley. WRH also provides the property management functions for the Region of Waterloo Community Housing Inc., an additional 132 units located in Waterloo and New Hamburg. Property maintenance work is undertaken in collaboration with Facilities Maintenance and Operations. The long-term capital program for all properties in the WRH portfolio is also delivered through Facilities staff, with direction and input provided by WRH staff. Effective January 1, 2009, the Public Sector Accounting Body (PSAB) will require all municipalities to comply with accounting requirements for tangible capital assets. Waterloo Region Housing (WRH) will be participating in this corporate initiative since all 63 properties originally transferred from the Province are now held by the Region. Waterloo Region Housing Community Centres Waterloo Region Housing (WRH), in collaboration with the House of Friendship, various neighbourhood associations and support agencies such as United Way, continues to provide financial and in-kind supports to seven community centres. Each of these centres is located in and serves a WRH neighbourhood offering such services as breakfast clubs, English as a second language, homework clubs, community kitchens and drop-ins. Other service agencies utilize the community centres by having on-site office hours to bring their services closer to their clients. WRH staff also visit community centres and provide client service where possible to tenants in their own community. The community centres have each successfully provided positive change, becoming focal points in the neighbourhoods where residents receive support. Langs Farm Village Association, along with several partners including WRH, recently completed their expansion of their Teen & Youth Community Centre facility located at 581 Langs Dr. E., Cambridge. This much needed addition has increased programming and meeting space for the community. Residents of Langs Farm Village appreciate the expanded programming and participation levels continue to increase. Similarly, the Sunnydale Community Centre, located at 514-C Sunnydale Pl., Waterloo, has been so successful with their community programming that they require more space than their current location can provide. To facilitate the ongoing support of the Sunnydale community at large, WRH is in the process of securing a larger unit that becomes available, or the use of a portable for their programming needs. Addition of Community Housing positions to Execution of Documents By-law The support WRH provides to the seven previously mentioned community centres includes licensed space to run programs within WRH neighbourhoods. With the license agreements for the community centres up for renewal this year, Legal Services reviewed the agreements and the existing authority for execution of lease and licence documents. In addition to the licence agreements, Waterloo Region Housing executes an average of over 400 lease agreements with new tenants taking up residence in the Region s community housing units. Authority to execute such agreements, as a program function, has carried over as an authority that existed prior to Legal Services has recommended that specific Housing Division staff positions be added to the Region of Waterloo s Delegation of Execution of Documents By-law. The provisions contained in both the license agreements and community housing lease Page 4 of 15

14 April 22, 2008 Report: P agreements were developed and have been approved by Legal Services and the Region s Administrator (the Director of Housing) under the Social Housing Reform Act. With the volume of community housing lease agreements coupled with ongoing licensing of community centres, the continued practice to provide front-line supervisory staff authorization to execute these agreements under the Execution of Documents By-law is recommended. Residential Tenancies Act, 2006 Effective January 31, 2007, the Residential Tenancies Act, 2006, replaced the Tenant Protection Act, 1997 (Report P ). This change has had an impact on Waterloo Region Housing (WRH) operations. The Ontario Rental Housing Tribunal (ORHT) is now called the Landlord & Tenant Board (LTB), and the legislation states that every application to the LTB must now have a hearing or mediation. In addition, the LTB allows tenants to discuss other issues. This has increased the number of hearings that WRH staff have attended and significantly increased the information prepared for each case. WRH staff now spend approximately 60% more time at LTB hearings, as much as five to eight additional hours each week. Staff continues to monitor the impact of the new legislation on staff resources and arrears. Waterloo Region Housing Program Review A program review has been conducted by the Region s Internal Auditor and an external consultant to review Waterloo Region Housing s administrative and business processes associated with the 2,591 units that are owned and operated by the Region. The purpose of the review is to determine the effectiveness of the processes and procedures used by WRH, to ensure they are aligned with the program s mandate and current legislative requirements, and to identify opportunities for improvement. A final report that summarizes the results of the review is currently being prepared. Waterloo Region Housing Garden Event Waterloo Region Housing has completed its fourth annual tenant garden event. The ultimate goal of the program is to encourage WRH communities to become more active and vibrant, leading to increased pride between neighbours and within housing communities. It also encourages tenant participation, a sense of ownership, and a way for tenants to become acquainted with their neighbours. Waterloo Region Housing Laundry Concession Improvements Staff have arranged for a pilot program to switch from a coin-operated system to using a cashless Smart Card system. The laundry cards can be reloaded by tenants through a credit and debit card machine that will be located in each building. Tenants in neighbouring municipal community housing providers, such as Hamilton, Niagara and Brantford, reportedly enjoy both the convenience of the system and the added security of not carrying cash. The pilot system will run in two WRH apartment buildings (a building with senior citizen tenants over 60, and one with adult tenants under 60), representing a cross section of WRH apartment residents. If the pilot program is a success in these two apartment buildings, negotiations to extend the program to the remaining 26 WRH apartment buildings will occur. There will be no change to the laundry charges paid by tenants due to this laundry concession improvement Page 5 of 15

15 April 22, 2008 Report: P Tenant Survey In 2007, staff developed a Customer Service Performance Survey for Waterloo Region Housing tenants. A total of 500 surveys were mailed out to a random selection of tenants in Cambridge, Kitchener, Waterloo and Elmira. Of the 500 surveys mailed, 220 were completed and returned for a response rate of 44%, which is significantly above the typical 10% rate of return for this type of survey. Preliminary results of the survey showed that 77% of respondents are pleased with WRH services, such as garbage collection, snow removal, landscaping, maintenance repairs and overall customer service. In addition, 86% of respondents indicated that they either felt very safe or safe in their home, building and neighbourhood. A more comprehensive report summarizing the results and identifying next steps will be presented to the Waterloo Region Housing Operations Advisory Committee (WRHOAC) and Council later this year. Housing Programs The Social Housing Reform Act, 2000 (SHRA), and its associated regulations, designated the Region of Waterloo as Service Manager for the administration of local community housing programs transferred from the Province. The Region assumed ownership of 2,591 community housing units (now managed by Waterloo Region Housing) and full responsibility for overseeing 50 prescribed housing providers (e.g. co-operative and non-profit housing corporations), which account for approximately 5,000 community housing units. Providers are accountable to the Region for their operations, including governance, financial reporting and overall compliance with the SHRA. This remains a major element of the overall program, with budgeted annual subsidies of approximately $26 million. National Housing Day On November 22, 2007, the Region hosted the sixth annual National Housing Day celebrations. Celebrations included messages and greetings from various dignitaries and Lynn Macaulay, on behalf of the Waterloo Region Housing Coalition, presented the fourth annual Housing Awards. The Housing Awards were followed by a slideshow presentation on homelessness, the launch of the Homelessness to Housing Stability Strategy, and a keynote presentation by keynote speaker Steve Pomeroy from Focus Consulting Inc. Capital Reserve Funds The under funding of capital reserves for prescribed housing providers was the subject of report P The report quantified the under funding based on a 2002 building condition audit of all providers and made recommendations for assistance that can be provided by both the Provincial and Federal governments to address the capital requirements of aging community housing stock within Waterloo Region as a whole. A 2007 financial review to update the longterm funding need established that this long-term capital reserve need of providers is now estimated to be $135 million over the next 15 years. An immediate contribution of $78 million (properly invested) would be required to meet the long-term funding need. Regional staff will update the 2002 building condition audit to identify the capital needs of each individual provider and assist the provider in developing a responsive and practical capital reserve plan and preventative maintenance program. In addition, staff will work with other service managers and the Social Housing Services Corporation (SHSC) to further refine and begin implementing the strategies presented in the SHSC publication entitled Capital Ideas: Page 6 of 15

16 April 22, 2008 Report: P How to Extend the Health and Safety of Social Housing. These strategies focus on financial options to address capital reserve fund shortfalls including grants and loans to improve energy efficiency, operational efficiencies, improved borrowing choices, and reinvestment by senior levels of government. A separate report detailing the implementation will be forwarded for Council s consideration. Regional staff will continue to work with other service managers in urging the Province of Ontario and the Federal government to properly fund capital repairs associated with community housing projects. These funds should have been in place at the time of transfer. A recent announcement from the Provincial government indicates the lobbing efforts to date have had some positive effect. Under the new Provincial poverty reduction strategy, the Region of Waterloo will receive $3,269,668 to finance capital repairs to community housing properties. Although significantly below the identified $135 million needed to complete the necessary repairs (P ), it is an important acknowledgement of the Province to contribute capital funding to Community Housing Providers. Details on reporting requirements and types of eligible expenses relating to the funding are expected from the Province by June In addition, amendments to the Social Housing Reform Act, 2000 that make allowances to remortgage properties to assist with approved capital improvements are an effective strategy that needs senior government consideration. Operational Reviews An Operational Review is an extensive examination of the business of managing community housing. The purpose of an Operational Review is to work in partnership with each community housing provider to ensure sound business operations, and to identify areas for improvement for the betterment of the community and the residents (e.g. energy efficiency). The focus of the review includes governance, financial and maintenance management, and compliance with all relevant legislation. Council currently budgeted $26.3 million annually in subsidies for providers in In 2007, Housing Division staff conducted Operational Reviews for 10 providers. An additional 12 reviews have been scheduled for Findings from the completed Operational Reviews indicate that providers are generally in compliance with legislation and their operating agreements. Areas identified for improvement are noted in their final report with detailed requirements and recommendations and a time frame for resolution. Some of the areas identified for improvement include more effective capital planning, preventative maintenance, managing vacancy loss, marketing of units and fire safety. Staff continue to monitor and work in partnership with the providers in areas that need development and training to encourage and promote effective and efficient management. General training and development sessions in key areas of program delivery, identified through the Operational Review and through feedback from Community Housing providers, will be delivered in 2008 to Boards and staff of Community Housing Providers. Affordable Housing Strategy Progress continues to be made as the Affordable Housing Strategy (AHS) advances toward its goal of 1,500 units by the end of To date, approximately 1,400 units are either occupied, under construction, in the detailed design/financing stages or are new rent supplement units. Since the last update report to Council, Victoria Place, developed by Victoria Park Community Homes Inc., has received its occupancy permit, becoming the final initial phase project to be completed Page 7 of 15

17 April 22, 2008 Report: P There are currently 11 remaining projects under construction or under development. While all the projects are advancing, the following are particularly noteworthy: Sunnyside Seniors Supportive Housing Council recently approved the construction of the Sunnyside Seniors Supportive Housing Project (SS / CR-FM /P ). The initial allocation of senior government funding under the AHS was $1.092 million for 28 units. This was enhanced in February 2008 by the Provincial and Federal governments to $1.779 million. The functional study is now complete and recommends a complex consisting of a 30-unit supportive housing building with amenities, a wellness centre and minor renovations and construction work at Sunnyside Home. A proposal call for the provision of architectural and engineering services for the design and construction of the project closed on March 19, On April 9, 2008 Regional Council retained Levitt Goodman Architects Lillepold Dowling Architects, in joint venture, to provide standard architectural and engineering services for the design and construction of the project (CR-FM ). Needlewood Glen Housing Co-operative Inc. Needlewood Glen Housing Co-operative is a Provincial housing co-operative in Waterloo. This project, originally approved as a priority project for funding through the Region s DOOR program, is now being funding through the Canada-Ontario Affordable Housing Program Residual Rental and Supportive. The Regional contribution will be in the form of grants to offset Regional Development Charges (subject to need and availability) and property tax equalization through the Optional Property Tax Class. The project has been amended from 10 to eight onebedroom units due to the need to relocate the new building to another part of the property. As identified in Report P , the proponent is working towards obtaining Ministerial Consent to allow for additional development on an existing Provincially funded project. When applying for Ministerial Consent, a housing provider must obtain support of the municipal Service Manager, which then makes a recommendation to the Ministry of Municipal Affairs and Housing on behalf of the housing provider. The housing provider cannot receive funding through the program for redevelopment until the Ministerial Consent is granted. In order to advance the project, Needlewood has requested that the Region, as Service Manager, endorse their request for Ministerial Consent to redevelop the site by adding eight additional units. This recommendation is now being made to Regional Council Ontario Inc. (Multani Custom Homes Inc.) Multani Custom Homes Inc. has proposed to build a 50-unit, four-storey apartment building at Can-Amera Parkway and Franklin Boulevard in Cambridge. The project will create 30 onebedroom and 20 two-bedroom units. On October 3, 2007, Regional Council approved a Capital Facilities By-law for this project, which will allow for a grant of $210,750 to offset Regional Development Charges. The project will also receive $3.050 million in senior government DOOR funding. The proponent has finalized financing arrangements with its lender, is in the process of obtaining site plan approval from the City of Cambridge and has entered into agreements with the Region of Waterloo. The proponent expects to receive a building permit within the month and to start construction in the spring Page 8 of 15

18 April 22, 2008 Report: P Heartwood Place on Ainslie Heartwood Place will convert the former Cambridge Reporter building in the Galt City Centre of Cambridge to create 66 affordable housing units. This development will receive $4.62 million directly from the Province through the Brownfield component of the Canada-Ontario Affordable Housing Program. The proponent is in the process of finalizing the acquisition of the property and construction is anticipated to begin in the spring of Affordable Home Ownership Program A key objective of the Affordable Home Ownership Program continues to be to offer home ownership opportunities to low and moderate-income families eligible to be on the Region s centralized waiting list for Community Housing. Assisting new homeowners, who may not have been able to enter the market otherwise, will increase capacity in the rental market as units are vacated, serving to activate the continuum of housing. The Region initiated an Affordable Home Ownership Pilot Program in June The Affordable Home Ownership Program was refined in November 2007 (Report P ) to help facilitate the take up of the $1.161 million (133 units) allocation under the Canada-Ontario Affordable Housing Program by the March 31, 2009 deadline. Since then, the Region has been allocated an additional $654,700 (75 units) for a total home ownership allocation of $1.815 million (208 units). In January 2008, Regional staff launched an extensive marketing campaign to promote the program. Notices were placed on the Region s website and in all local newspapers, and informational flyers were sent to sector organizations (real estate boards, chambers of commerce, law society, homebuilders), real estate brokers, lending institutions and mortgage brokers. Sector representatives and potential applicants were invited to one of four information sessions held in January The Affordable Home Ownership Program was also the subject of local newspaper articles, radio shows and television news segments. Applicants were invited to submit applications by February 22, Staff received 52 applications, with 43 qualifying for a down payment assistance loan. The first round of successful applicants was selected in a lottery draw on March 10, 2008, and they will have until June 10, 2008, to enter into an Agreement of Purchase and Sale. As of April 7, 19 applicants had entered into Agreements of Purchase and Sale. Additional lotteries are scheduled for June 12, September 15 and December 15. Staff are continuing to receive applications and have initiated additional promotional efforts to help allocate the remaining home ownership units. Affordable Housing Strategy Review Regional staff are in the preliminary stages of a thorough review of the Affordable Housing Strategy (AHS) that is to be completed by fall This comprehensive review will assess the success and issues related to the implementation of the AHS to date and propose a new AHS to address unmet affordable housing needs in our community. A key element to the continuation of the AHS is the need for additional funding from senior levels of government. The Ministry of Municipal Affairs and Housing has fully allocated funding under all Canada-Ontario Affordable Housing Programs and Regional staff are not aware of any new funding programs for the development of affordable housing Page 9 of 15

19 April 22, 2008 Report: P Assisted and Affordable Housing Programs Housing Allowance The Region of Waterloo has been allocated $2.21 million under the Housing Allowance stream of the Canada-Ontario Affordable Housing Program to develop and administer 160 housing allowance units (Report P ). Funding under the Housing Allowance Program ends March 31, 2013, with each housing allowance unit having a maximum funding life of five years. As of March 7, 2008, all 160 units of Housing Allowance have been allocated with landlords. Eighty-four households are currently residing in units and receiving housing allowance assistance. The remaining units will be occupied as they become available. A total of 41 clients from Lutherwood, Rental Opportunities for Ontario Families (ROOF), Ontario Works, Ontario Disability, Waterloo Region Homes for Mental Health, The Working Centre, Kitchener Downtown Community Health Centre and The Mayfair Hotel have secured a housing allowance unit through a partnership developed with social and community agencies to provide the homeless, or those at risk of homelessness, access to housing allowance. Additional opportunities for partnerships include working with Social Services, the Working Centre and the YWCA under the Streets to Homes Pilot (Reports SS , SS ) to secure housing allowance units for clients experiencing persistent homelessness. A separate referral process has been arranged with Women s Crisis Services of Waterloo Region to provide 16 housing allowance units for victims of domestic violence. To date, 13 housing allowance tenancies have been established for victims and their families. Staff have created an occupancy exit strategy for units that have their commitments expire under the program. The exit strategy is to ensure that funding is not required to support units created through the program beyond the five-year funding period, to mitigate the potential exposure of the Region and to assist tenants to transition to sustainable housing arrangements prior to the expiration of funding under the Housing Allowance Program. The Region of Waterloo, in partnership with other municipalities and the Association of Municipalities of Ontario, will continue to encourage sustained funding (beyond the five-year limit) and will advocate for changes to the Housing Allowance Program guidelines that restrict effective use of a valuable funding resource. Community Housing Access Centre The Community Housing Access Centre (CHAC) operates and maintains the Region of Waterloo Coordinated Access System (ROWCAS), which is the centralized waiting list for community housing in Waterloo Region. The waiting list consists of approximately 3,000 to 3,500 active households, with approximately 2,700 new applications processed annually. Community housing applicants can access information, forms and services from CHAC and six additional Access Sites in Waterloo, Kitchener and Cambridge. A comprehensive catalogue of participating housing sites, the application and forms are also available on the Region s website. To assist our many applicants, the application for community housing is currently being redesigned with the focus on greater simplification. An accompanying guide is also being created to provide relevant information regarding the application process, eligibility requirements and how to ensure their application remains active. The guide is also intended as a tool for community service agencies that support their clients through the community housing application process. The new guide and application will be launched in the spring of In order to ensure accountability in the eligibility assessment process, CHAC and Access Sites staff will begin participation in the provincial arrears database in This will streamline the Page 10 of 15

20 April 22, 2008 Report: P verification process regarding applicants with former tenant arrears owing to housing providers elsewhere in Ontario. It is anticipated that this process will reduce the time required to verify this information. Amendments to the regulations of the Social Housing Reform Act (2000) were implemented by the Province of Ontario in August The changes were reflected in policy revisions to the Region s Housing Programs Operating Manual and communicated to housing providers through Community Housing Program Bulletins early in In order to ensure that our community partners also remain informed of program changes resulting from the 2007 regulatory amendments, a community forum is being planned for late summer. This will ensure that our partners remain current on our program requirements and can provide accurate information and relevant support or advocacy for clients applying for community housing. It will also provide an opportunity for the Region to formally release the revised community housing application and guide. The pilot for income testing of community housing applicants at the point of application is reaching completion. In 2008, the review of the pilot will be completed and recommendations made on changes/improvements to the process. The experiences learned through the pilot will also assist with revisions to the Rent-Geared-to-Income section of the Housing Programs Operating Manual. In April 2008, a project team consisting of Housing staff and community housing provider representatives will begin a comprehensive review of the Region s Rent-Geared-to-Income (RGI) policies and procedures. The goals of the project team include updating the operating manual, creating a Rent-Geared-to-Income Handbook and calculation tool for housing providers, and hosting a training/refresher course on the income verification and Rent-Gearedto-Income rent calculation processes. Proposed Progress Plan for 2008 The housing mandate of the Region of Waterloo is large and complex, requiring flexibility in the administration and cooperation of all partners in the delivery of community housing in Waterloo Region. Action items from the Progress Plan presented in April 2007 that have been achieved include: Ministry of Health and Long Term Care to provide annual operating funding for the Sunnyside Seniors Affordable Housing Project approved funding allocation received in October 2007; Review and evaluate the Co-ordinated Access waiting list process and procedures full update of waiting list for rent-geared-to-income housing completed; Inventory and assessment of available Regional and Provincial surplus lands for development under the Home Ownership stream completed; Update Housing Incentives and Funding Resource Guide for 2007 updated in September 2007; Develop a web-based resource to promote settlement by new immigrants in mid-sized Canadian cities now available online; Brownfield funding application completed and funding allocation received for Heartwood Place; Information seminars prepared and conducted for proponents of the AHS program. In the coming months, the 2008 Progress Plan contained in Appendix A is proposed to be implemented, including: Page 11 of 15

21 April 22, 2008 Report: P Update the Affordable Housing Strategy; Continue to request additional capital funding for the Affordable Housing Strategy; Implement the key recommendations of the Community Action Plan for Housing; Implement the key initiatives within the Program Review of Waterloo Region Housing; Urge senior levels of government for additional funding and program changes within several program areas (e.g. capital reserves, affordable housing development, supportive housing, energy efficiency, Housing Allowance); Conduct Operational Reviews and related training and development; House eligible applicants in the remaining Housing Allowance units; Monitor the impact of the new legislation; Consult Waterloo Region Community Housing Advisory Committee (WRCHAC) and revise policies, procedures and forms in accordance with new regulations report to Council as required; Allocate additional Rent Supplement units to support program delivery; Meet the Affordable Housing Strategy target of 1,500 units. The full set of proposed initiatives is contained in Appendix A. Area Municipal Consultation and Coordination Regional staff has in the past and continues to meet with Area Municipal staff to review affordable housing projects submitted within their Municipality. Staff will also continue to seek Area Municipal input into housing policy and program development. CORPORATE STRATEGIC PLAN: Council's Strategic Focus Area Four includes actions to complete and implement the New Affordable Housing Strategy, build the supportive housing project at Sunnyside Home, and complete and implement the Homelessness to Housing Stability Strategy. Focus Area Six includes actions to continue to ensure all Regional programs and services are responsive, efficient, effective and accountable to the public and to enhance the Performance Measurement Program. FINANCIAL IMPLICATIONS: The costs of supporting the Region s Community Housing are provided for in Council s annual budget. New affordable housing creation is dependent on funding commitments from senior levels of government. OTHER DEPARTMENT CONSULTATIONS/CONCURRENCE: This report has been shared with Finance, Legal and Social Services. Housing staff is highly interconnected with staff from these departments in the development and delivery of programs and services. ATTACHMENTS: Appendix A - Proposed 2008 Progress Plan PREPARED BY: Jennifer Murdoch, Manager, Housing Programs Keith Lucas, Director of Housing APPROVED BY: Rob Horne, Commissioner of Planning, Housing and Community Services Page 12 of 15

22 April 22, 2008 Report: P PROGRAM AREA Strategic Housing Initiatives Waterloo Region Housing INITIATIVE Waterloo Region in the 21 st Century: A Community Action Plan for Housing Work with Senior levels of Government New Regional Official Plan Partnerships Transfer of Mortgage Administration of Community Housing Providers Community Centres Appendix A Proposed 2008 Progress Plan NEXT STEP(S) Implement key recommendations of the Action Plan Develop updated work plan and measure results Continue to advocate that the Provincial and Federal governments provide additional funding to the community housing providers Capital Reserve Funds Continue to advocate that CMHC provide the Region with block funding and administration of Conversion, Rental and Rooming House RRAP Continue to advocate for sustained funding beyond the five-year limit and advocate for changes to the Housing Allowance program guidelines that restrict effective use of a valuable funding resource (e.g. excluding in-situ tenants) Continue to ensure housing issues are considered during the development of the new ROP Assist Social Services to implement All Roads Lead to Home: A Homelessness to Housing Stability Strategy for Waterloo Region on Actions that relate to the AHS and Community Action Plan for Housing Continue to engage with local agencies in the development and delivery of the Local Health Integrated Network (LHIN) Aging at Home programs accessing community housing in senior building of WRH Participate in other Regional Initiatives to ensure that housing needs are addressed and to support the provision of a full range of housing The Province has expressed an interest in transferring this function to an external entity. Regional staff have maintained a productive and efficient administration of mortgage renewals with the Province and currently administer mortgages of approximately $18 million. Concerns that must be addressed include provider flexibility, administration fees, clarity to the lending community, contingent liability of the Province and the role of the Service Manager Continue to support community centres and explore opportunities for further community development Page 13 of 15

23 April 22, 2008 Report: P PROGRAM AREA INITIATIVE Residential Tenancies Act Program Review Tenant Survey Laundry Concession Improvements NEXT STEP(S) Monitor the impact of the new legislation with regard to staff resources and arrears, and adapt to the new legislative reality as required to maintain fiscal responsibility Report results and implementation plan to Council Deliver report to WRHOAC and Regional Council that summarizes results and identifies next steps Monitor the results of the pilot program to switch from a coinoperated system to using a cashless Smart Card system. If the pilot program is a success, negotiations to extend the program to the remaining 26 WRH apartment buildings will take place in the fall of 2008 Housing Programs Community Housing Providers Continue to execute the Operational Review program Deliver training and development workshops on key issues including fire safety, governance, preventative maintenance Develop protocols to allocate funding received under the Provincial new anti-poverty strategy Develop protocol to respond to requests for emergency capital funding from Providers Assist Community Housing Providers to access funding to conduct energy efficiency audits and to access the Ministry of Energy and Ontario Power Board program Develop and implement a Building Condition Assessment program and 10-year Capital Program and Preventative Maintenance Program Affordable Housing Strategy Program Delivery Continue to work towards AHS target of 1,500 units by the end of 2008 through continued project delivery development and the Home Ownership Program Continue to celebrate the successes of the AHS program through Opening Ceremonies and National Housing Day Supportive Funding Home Ownership Continue to request for additional capital and operating funding for supportive housing programs within the Affordable Housing Strategy Continue to implement the Affordable Home Ownership Program to achieve full allocation by March 2009 deadline Strategy Update Update Affordable Housing Strategy goals through review of the Page 14 of 15

24 April 22, 2008 Report: P PROGRAM AREA Assisted & Affordable Housing Programs INITIATIVE Housing Allowance NEXT STEP(S) updated Focus Consulting Reports, the existing AHS developments, review of waiting list to ensure investment in additional units is properly targeted, other Regional studies (e.g. Social Services, Economic Homelessness), current market conditions, moving toward LEED and green building practices, and alignment with other Regional Initiatives Deliver the Housing Allowance in partnership with identified community stakeholders Evaluate unit take-up process and prepare for re-allocation as more units become available Implement and monitor exit strategies Below Average Market Rents Work with proponents in establishing tenancies for Below Average Market Rent units in AHS projects Community Housing Access Centre Application Form/Guide Arrears Data Base Policy/Procedure Training/Education Release revised application form and guide Begin to participate in the Provincial arrears database Implement revised policies, procedures and forms resulting from 2007 regulatory changes Implement changes/improvements to process for verifying income at the point of application Review of rent-geared-to-income policies and procedures, creation of RGI handbook and calculation tool Host Community Forum for Stakeholders in the spring of 2008 to educate community partners on changes to the application process and forms Training/refresher course for housing providers on income verification and RGI rent calculation process Page 15 of 15

25 REGION OF WATERLOO Report: P PLANNING, HOUSING AND COMMUNITY SERVICES Community Services TO: Chair Sean Strickland and Members of the Community Services Committee DATE: April 22, 2008 FILE CODE: H18-20 SUBJECT: VOLUNTEER PROGRAMS AT REGION S MUSEUMS RECOMMENDATION: For Information SUMMARY: Volunteers at Doon Heritage Crossroads, Joseph Schneider Haus and McDougall Cottage promote and enhance museum services and encourage members of the community to become involved in their museums. In 2007, 1,000 volunteers contributed 14,497 hours to Doon Heritage Crossroads; 265 individuals contributed 8,500 hours at Joseph Schneider Haus; more than 1,629 hours were contributed at McDougall Cottage; and 222 individuals contributed 1,178 hours supporting Doors Open Waterloo Region. In total, over 24,600 hours were volunteered in The graph in Attachment 1 illustrates the volunteer hours contributed at each museum. The Region and its museums are partners in National Volunteer Week activities planned for the community from April 27 to May 3, Each year, communities across Canada set aside this week to honour and celebrate the efforts of individuals who generously donate their time and talents to make their communities a better place to live. REPORT: Volunteer Programs Volunteers are an important part of the delivery of Regional programs and services and their involvement requires a coordinated effort. Volunteers take great pride in preserving and promoting our rich and diverse heritage sites throughout the region. During National Volunteer Week, the Region will place an ad in The Waterloo Region Record, the Cambridge Times and the Waterloo Chronicle, recognizing all of the Region s volunteer programs including the museums. On Wednesday, April 23, Doon Heritage Crossroads will host the 20 th Annual Volunteer Breakfast for museum and library volunteers. The Region s Annual Volunteer Appreciation Event was held in September 2007 at Joseph Schneider Haus. Volunteers were treated to an afternoon of storytelling and musical entertainment, during the Heart & Hand Festival. This year s event will be held on Wednesday, September 24, 2008 at Sunnyside Home. Celebrating volunteer efforts and achievements is essential to attracting and retaining dedicated and enthusiastic volunteers. In 2007, seven individuals from Doon Heritage Crossroads received Page 1 of 5

26 April 22, 2008 Report: P Provincial Volunteer Service Awards. These individuals include: Betty Ayres, Joyce Crumplin, and Beni Sack. Brock Benninger, Nicole Brunen, Alysia Cutting and Jessica Nethery received Youth Awards. Seven volunteers from Joseph Schneider Haus received Provincial Volunteer Service Awards: Sandra Dorscht, Gerry Engel, Karen Sheldon, Faith Jago, Jennifer Chivers-Wilson, Stephanie Walker, Pat Wagner, and youth volunteers, Laura Diemert and Phillip Rempel. In February 2008 the Region presented Ontario Heritage Trust Foundations Awards to Elizabeth Heinrichs and Phillip Rempel for their hard work and dedication to the preservation and protection of local heritage and to Cameron Heights Collegiate students for their work with the Waterloo Wellington Children s Groundwater Festival. Doon Heritage Crossroads Doon Heritage Crossroads has a very strong and diverse volunteer base. Volunteers provide a vast pool of experience, knowledge and expertise and complement staff resources. Volunteers provide an important link to the community by actively promoting and supporting the museum. Volunteer efforts are visible in many aspects of museum programs and services. The museum provides volunteers with meaningful tasks, excellent training and personal recognition so that they feel supported and valued. In return, volunteers support our organization goals by promoting the museum, hosting workshops, assisting with administrative tasks, heritage garden programs, special events, conservation, collections management and costume maintenance. As shown in Attachment 1, volunteer hours at Doon are down from previous years, but are still substantial. Factors that impact the number of volunteer hours include: fewer students selecting museum intern (volunteer) positions; more high heat/humidity days when volunteers are asked not to work in the village; and fewer people (particularly youth) willing to take on a long term volunteer commitment. Community support and involvement for the Waterloo Wellington Children s Groundwater Festival continues to grow. Partnerships with more than 14 local high schools, two local universities and environmental organizations results in more than 500 hundred enthusiastic and knowledgeable volunteers participating at the Festival each year. Since its inception, over 6,500 individuals have volunteered at the Festival. The Friends of Doon Heritage Crossroads continue to make significant contributions to the museum. They offer guidance and advice on community interests, support a series of heritage workshops on gardening, handiwork and genealogy and host the annual Starry Night fundraising event. In 2007, the Friends fundraising initiatives provided support to the volunteer program and reproduction costume collection, the 50 th anniversary celebrations and the development of Jubilee Park. Joseph Schneider Haus Museum Volunteers have been an essential element in the success of the Joseph Schneider Haus for more than 25 years. In 2007, Joseph Schneider Haus celebrated the Year of the Craft in Canada by inviting 10 local craft guilds to participate in weekend demonstrations throughout the year. Each guild volunteered its expertise during one weekend, as well as during the annual Heart & Hand Festival. Volunteers continued to participate regularly in JSH activities, many of them contributing time Page 2 of 5

27 April 22, 2008 Report: P weekly, meeting monthly with committees or assisting with events such as the Quilting Bee, Easter Egg Hunt, Heritage Showcase and the annual Heart & Hand Festival. The museum s successful Junior Interpreter Program, which is comprised of a dedicated group of 25 boys and girls between the ages of eight to 18, continues to be an important part of the living history interpretation offered at the museum Volunteers continue to work at the reception desk, assisting staff with general reception duties, greeting visitors and making gift shop sales. One dedicated volunteer has volunteered for the last 10 years assisting with collections management projects. The museum is also fortunate to have two retired teacher/librarians who have assisted in cataloguing the museum s library holdings. The Friends of Joseph Schneider Haus continue to make a significant contribution to the life of the museum. The programs they support and administer annually include the Folk Artist Residency, the Edna Staebler Research Fellowship, the Quilt Block Contest and the Museum Gift Shop. In 2007, the Friend s Publications Committee focused on the completion of the manuscript of the 25 th anniversary volume, its design and lay-out, photo scans and other technical elements necessary to advance the project to the printing phase. The book s launch is planned for spring In any given year, it is the resident Folk Artist who commits and delivers the greatest number of individual hours to the museum; the 2007 resident artist was bead-worker Marilyn Gardiner. Marilyn s personal commitment, enriched by the participation of her beadwork colleagues, produced an ambitious program of demonstrations and workshops. McDougall Cottage The base of support for and awareness of McDougall Cottage is steadily growing; each year more individuals participate in and assist with programming. A volunteer group has been helping with the presentation and adjudication of the Annual Wee Quilt Challenge now in its fifth year and a group of more than 25 musicians regularly takes part in the popular kitchen ceilidhs and Scottish music sessions gathering from as far away as Elora and Burlington. In 2007, pipers from several local pipe bands piped down the sun from the banks of the Grand River, reminding Cambridge residents of the presence of McDougall Cottage in the cultural landscape. The award-winning pipers and drummers of the Paris Port Dover Pipe Band descended on the Cottage enchanting hundreds of visitors. As McDougall Cottage finds its niche in the Cambridge arts/culture community and programs become more formalized, a corps of volunteers will be established to support and assist the site. Meanwhile, unstructured volunteer opportunities in 2007 exceeded the previous year by over 500 hours, totaling approximately 1,629 hours in the 10 month operating season. Doors Open Waterloo Region Since its implementation in 2003, Doors Open Waterloo Region has attracted more than 1,000 volunteers. In 2007, 222 volunteers contributed 1,178 hours in planning the event and hosting visitors to the more than 30 sites open to the public. Area Municipal Consulation/Coordination The Coordinator of Volunteer Services, Doon Heritage Crossroads, provides expert advice to Area Municipal volunteer coordinators, and participates in communitywide volunteer related activities, on request. This report will be shared with Area Municipal staff Page 3 of 5

28 April 22, 2008 Report: P CORPORATE STRATEGIC PLAN: Supporting initiatives that highlight culture and creativity are directly related to the Growth Management Focus Area 2 and the objective to Promote and enhance arts, culture and heritage. FINANCIAL IMPLICATIONS: NIL OTHER DEPARTMENT CONSULTATIONS/CONCURRENCE: The Regional Volunteer Advisory Committee includes Department representatives from all program areas with volunteers. With the support of Human Resources and Corporate Services- Legal, the members are working toward the development and implementation of consistent volunteer management practices and standards, including implementation of the Volunteer Waiver Form, volunteer position descriptions, and tracking processes. ATTACHMENTS: Attachment 1: Volunteer Hours at Region of Waterloo Museums, 2005 to 2007 PREPARED BY: Antoinette Duplessis, Curatorial Assistant Deborah Young, Coordinator of Volunteer Services APPROVED BY: Rob Horne, Commissioner of Planning, Housing and Community Services Page 4 of 5

29 April 22, 2008 Report: P Attachment 1 Volunteer Hours at Region of Waterloo Museums, 2005 to Volunteer Hours MCD JSH DHC Page 5 of 5

30 REGION OF WATERLOO Report: PH PUBLIC HEALTH Heath Determinants, Planning and Evaluation TO: Chair Sean Strickland and Members of the Community Services Committee DATE: April 22, 2008 FILE CODE: P01-01 SUBJECT: DR. RONALD SAX SCHOLARSHIP FUND RECOMMENDATION: That the Regional Municipality of Waterloo allocates the net proceeds ($28,500.00) from the Ontario Pubic Health Association Conference to the Family and Children s Services of the Waterloo Region Foundation for the establishment of a scholarship fund in memory of Dr. Ronald Sax. SUMMARY: In 2003, Regional Council endorsed the concept of allocating net proceeds from the 2001 Ontario Public Health Association conference to the creation of a scholarship fund in memory of Dr. Ronald Sax. Staff have worked with Dr. Sax s family and colleagues to explore a variety of options and are now recommending that the scholarship be established through the Family and Children s Services of the Waterloo Region Foundation. REPORT: In 2001, Region of Waterloo Public Health partnered with the Ontario Public Health Association to host that association s annual conference in Waterloo Region. The conference generated revenue in excess of expenses of $28,500. The Ontario Public Health Association asked staff to recommend an appropriate charitable use for the funds. Staff recommended that the funds be used to seed an academic scholarship in memory of Dr. Ronald Sax. In 2003, Regional Council endorsed the scholarship concept and directed staff to seek an appropriate charitable organization to administer the scholarship fund. Working with Dr. Sax s family and colleagues, staff have explored a number of scholarship fund options. At this time, staff are recommending that the funds be allocated to the Family and Children s Services of Waterloo Region Foundation to establish an annual award to be provided to a crown ward or former crown ward from Waterloo Region who is attending a post secondary institution. With this scholarship, staff hope to inspire and assist young people who have experienced difficult life circumstances to continue their education, while honouring the memory of Dr. Ronald Sax who believed strongly in providing opportunities for people to achieve full potential, thereby breaking the cycle of abuse and poverty. With Council s approval, staff will work closely with Dr. Sax s family and representatives from the Family &Children s Services Foundation to create appropriate criteria for the scholarship. CORPORATE STRATEGIC PLAN: The creation of a scholarship fund will assist young people in our community to reach their full potential through the pursuit of post secondary education. The initiative is consistent with Focus Area 3: Healthy and Safe Communities; Support safe and caring communities that enhance all Page 1 of 2

31 April 22, 2008 Report: PH Aspects of health and Focus Area 4: Human Services: Promote quality of life and create opportunities for residents to develop to their full potential. FINANCIAL IMPLICATIONS: Net proceeds of $28, from the 2001 Ontario Public Health Association Conference have been held in the Region s accounts and are available for allocation to the Dr. Ronald Sax Scholarship Fund. OTHER DEPARTMENT CONSULTATIONS/CONCURRENCE: NIL ATTACHMENTS NIL PREPARED BY: APPROVED BY: Theresa Schumilas, Director, Health Determinants, Planning & Evaluation Anne Schlorff, Director, Central Resources Dr. Liana Nolan, Commissioner/Medical Officer of Health DOCS # Page 2 of 2

32 REGION OF WATERLOO Report: PH PUBLIC HEALTH Environmental Health and Lifestyle Resources TO: Chair Sean Strickland and Members of the Community Services Committee DATE: April 22, 2008 FILE CODE: P23-80 SUBJECT: ADVERSE DRINKING WATER QUALITY INCIDENTS COMMUNICATION PROTOCOL RECOMMENDATION: THAT the Regional Municipality of Waterloo approve the Adverse Drinking Water Quality Incidents Communication Protocol as attached to report PH This Protocol replaces the Boil Water Advisory and Drinking Water Advisory Communications Protocol (previously approved August 23, 2005). SUMMARY: Region of Waterloo Public Health is responsible for ensuring that the public is not exposed to public supplies of drinking water that may be unsafe for human consumption. One way to ensure the safety of the water supply is through rapid and appropriate responses by collaborating agencies to adverse drinking water quality incidents. Region of Waterloo Public Health has revised the Communication Protocol that provides Region specific procedures for communicating adverse water conditions, such as Boil Water Advisories (i.e. for bacterial contamination) and Drinking Water Advisories (i.e. for chemical exceedances), to the public and Regional partners. Regional Council last reviewed and approved this document, Boil Water Advisory and Drinking Water Advisory Communications Protocol, in Region of Waterloo Public Health, in consultation with our drinking water partners, has conducted a comprehensive review of the previous communications protocol. Changes were made to the protocol based on local water partners comments and on a newly released document from the Ontario Ministry of Health and Long-Term Care (MOHLTC) titled: Response to Adverse Drinking Water Quality Incidents, Guidance Document, April The new protocol will enable a more comprehensive and consistent approach to conducting risk assessments and support timely responses to adverse drinking water quality incidents. REPORT: Municipal and non-municipal residential drinking water systems are regulated under the Safe Drinking-Water Act, 2002 (SDWA):Drinking-Water Systems (Ontario Regulation 170/03). Under this regulation the owners or operators of drinking water systems are required to act in a way that prevents users from being exposed to unsafe drinking water. This means that the owner or operator must notify the users of conditions that have the immediate potential for putting the users health at risk and to give direction on what precautions to take. This is usually done through a Boil Water Advisory. Under the Safe Drinking Water Act, owners or operators are also required to comply with orders issued by the local Medical Officer of Health. Region of Waterloo Public Health will still be responsible to ensure that certain high risk consumers (food premises, schools, health care institutions, child care facilities) are notified of any advisory and are provided with user specific Page 1 of 4

33 April 22, 2008 Report: PH control measures. The purpose of this Protocol is to define communication processes, agencies roles and responsibilities and appropriate responses to adverse drinking water incidents. Throughout 2007, the Adverse Drinking Water Partners Task Group met to review and revise the existing protocol (See Appendix A for list of participants). This group included members from each of the Municipalities and Townships and Regional departments such as Public Health and Water Services. Part of the discussions focused on developing a consistent approach to conducting risk assessments and responding to adverse drinking water quality incidents. The attached Protocol, the Adverse Drinking Water Quality Incidents Communication Protocol, is an updated version of the previously approved protocol called the Boil Water Advisory and Drinking Water Advisory Communications Protocol. Differences in the new protocol include: A risk assessment tool for Public Health to use to assess water-main breaks and pressure drops that have been responsible for the majority of our Boil Water Advisories in recent history. Clear breakdown of appropriate steps to be taken in the event of an Advisory. Clarification of the role of Public Health staff and water system owner/operator staff. The owner/operators will now have the primary responsibility of issuing and distributing Advisories. This will help optimize the time interval between the discovery of the event and the delivery of the notice. Recommended timelines for the delivery of Boil Water Advisories to affected users. An Appendix contains updated contacts, forms, templates and fact sheets to be used by Public Health and owner/operators. Several other processes intended to expedite the delivery of Adverse Water Advisories to the public have been discussed by the Adverse Drinking Water Partners Task Group, including multi-method message delivery, Reverse 911 (if available) and standard advisory forms, such as informational door hangers, that can be stockpiled in advance. Staff is currently reviewing relative effectiveness of each. The Current Process: All owner and operators of drinking water systems are required to have their water tested regularly for microbial, chemical, physical and radiological parameters. The water samples are sent to an accredited Laboratory for testing. The Ministry of the Environment (MOE) and the local Medical Officer of Health are required to be notified by the owner/operator of a regulated drinking water system and by the laboratory conducting the analysis of water samples, of all adverse drinking water events or sampling results. The owner/operator in consultation with Region of Waterloo Public Health will perform a risk assessment to determine appropriate corrective measures. If it is then deemed necessary, a Boil or Drinking Water Advisory will be issued by the owner/operator. The Protocol defines the following terms: Boil Water Advisory (BWA) - a statement approved by the Medical Officer of Health (MOH) or designate advising the public on what precautions to take (i.e. boil the water) prior to using water for drinking and other purposes until the safety of the drinking water supply is confirmed to be safe and the advisory is rescinded. Boil Water Order (BWO) - a legal document from the Medical Officer of Health or a Public Health Inspector requiring the owner/operator of the water supply system to communicate a boil water advisory to the users of the system. The Order is made under section 13 of Ontario s Health # Page 2 of 4

34 April 22, 2008 Report: PH Protection and Promotion Act (HPPA) and may stipulate corrective actions or other measures. Drinking Water Advisory (DWA) - a statement approved by the MOH or designate advising the public on what precautions to take (i.e. use an alternate supply of drinking water) due to a condition with a water supply system that cannot be corrected by boiling the water. This may arise because a chemical or radiological standard is exceeded, or due to another condition judged to be a health hazard. Drinking Water Order (DWO) - a legal document from the Medical Officer of Health or a Public Health Inspector requiring the owner/operator of the water supply system to communicate a drinking water advisory to the users of the system. A Drinking Water Order is made under section 13 of Ontario s Health Protection and Promotion Act (HPPA) and may stipulate corrective actions or other measures. Next Steps Public Health will continue to assist with role transfer to owner/operators including knowledge transfer, and where necessary assist owner/operators during events. CORPORATE STRATEGIC PLAN: Focus Area 3: Healthy and Safe Communities: Support safe and caring communities that enhance all aspects of health. Focus Area 6: Service Excellence: Foster a culture of citizen/customer service that is responsive to community needs. FINANCIAL IMPLICATIONS: NIL OTHER DEPARTMENT CONSULTATIONS/CONCURRENCE: Transportation and Environmental Services, Water Services, Corporate Communications ATTACHMENTS Appendix A List of Adverse Drinking Water Partners Task Group Participants Appendix B -- Adverse Drinking Water Quality Incidents Communication Protocol PREPARED BY: Doug Quibell, Manager, Environmental Health Linda Dimock, Public Health Planner (Environments) Ken Diplock, Public Health Inspector Henry Garcia, Director, Environmental Health & Lifestyle Resources APPROVED BY: Dr. Liana Nolan, Commissioner/Medical Officer of Health # Page 3 of 4

35 April 22, 2008 Report: PH Appendix A List of Adverse Drinking Water Partners Task Group Participants Municipality or Township Participants Jamie Austin Manager, Compliance Operations, City of Cambridge Gary Charbonneau Bill Garibaldi Rod Kruger Angela Mick Barry Musselman Director of Public Works, Township of Wilmot Director of Water Services, Public Works Services, City of Waterloo Manager of Engineering, Township of Woolwich Utilities Water Engineer, Kitchener Utilities Operations Manager, Kitchener Utilities Region of Waterloo Transportation and Environmental Services Nancy Kodousek Director, Water Services Olga Vrentzos Peter Clarke Tim Walton Mgr. Operations & Maint., Water Services Water Quality Specialist, Water Operations Supervisor, Process and Compliance, Water Services Region of Waterloo Public Health Henry Garcia Director, Environmental Health & Lifestyle Resources Doug Quibell Carolyn Biglow Ken Diplock Stephanie Meades Janette Smiderle Manager, Environmental Health Public Health Inspector, Environmental Health Public Health Inspector, Environmental Health Public Health Inspector, Environmental Health Public Health Planner, Environmental Health # Page 4 of 4

36 ADVERSE DRINKING WATER QUALITY INCIDENTS COMMUNICATION PROTOCOL Regulation 170/03 ENVIRONMENTAL HEALTH & LIFESTYLE RESOURCES April, 2008

37 TABLE OF CONTENTS Preface... 1 Glossary of Terms... 1 Acronyms... 2 SECTION 1.0: Background... 3 SECTION 2.0: Introduction... 4 SECTION 3.0: Notification of Adverse Result... 5 SECTION 4.0: Issuing an Advisory... 6 SECTION 5.0: Communication Protocols for an Advisory... 9 SECTION 6.0: Rescinding an Advisory Flow Chart: Adverse Drinking Water Quality Incidents Communication Protocol Flow Chart: Pressure Drop ± Water Main Break APPENDICES APPENDIX 1: Water Category Tables APPENDIX 2: Contact List APPENDIX 3: BWA Notice Templates APPENDIX 4: DWA Notice APPENDIX 5: BWA Rescind Notice APPENDIX 6: DWA Rescind Notice APPENDIX 7: Order, under HPPA APPENDIX 8: Notification of B/DWA to MOE APPENDIX 9: Fax Cover Sheet to MOHLT APPENDIX 10: Fax Cover Sheet to MOE APPENDIX 11: Blank Fax Cover Sheet APPENDIX 12: BWA/BWO Media Release APPENDIX 13: AWQI Intake, Assessment & Tracking Form Fact Sheets APPENDIX 14: Using Water Safely During a BWA APPENDIX 15: Guidelines for Health Care Institutions during a BWA APPENDIX 16: Guidelines for Child Care Facilities During a BWA APPENDIX 17: Guidelines for Food Establishments During a BWA APPENDIX 18: Guidelines for Recreational Camps During a BWA APPENDIX 19: Guidelines for Public Pools/Spa Operators During a BWA APPENDIX 20: Guidelines for Dental Offices During a BWA Reference Documents... 52

38 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Preface Region of Waterloo Public Health, in consultation with its Regional and Municipal water system partners, has developed the Adverse Drinking Water Quality Incidents Communications Protocol to provide Region-specific procedures for communicating adverse water conditions, such as Boil Water Advisories and Drinking Water Advisories to the public and Regional partners. These procedures have been adapted from the Ontario Ministry of Health and Long-Term Care (MOHLTC) document titled: Response to Adverse Drinking Water Quality Incidents, Guidance document, April 2007, into a locally-relevant context. Glossary of Terms Boil Water Advisory (BWA) - a statement approved by the Medical Officer of Health (MOH) or designate advising the public on what precautions to take (boil the water) prior to using water for drinking and other purposes until the safety of the drinking water supply is confirmed to be safe and the advisory is rescinded. Boil Water Order (BWO) - a legal document from the Medical Officer of Health or a Public Health Inspector requiring the owner/operator of the water supply system to communicate a boil water advisory to the users of the system or any other requirement deemed necessary. The order is made under section 13 of Ontario s Health Protection and Promotion Act (HPPA). Drinking Water Advisory (DWA) - a statement approved by the MOH or designate advising the public on what precautions to take (use alternate drinking water supply) due to a condition with a water supply system that cannot be corrected by boiling the water. This may arise because a chemical or radiological standard is exceeded, or another conditions judged to be a health hazard. Drinking Water Order (DWO) - a legal document from the Medical Officer of Health or a public health inspector requiring the owner/operator of the water supply system to carry out a drinking water advisory to the users of the system. A drinking water order is made under section 13 of Ontario s Health Protection and Promotion Act (HPPA) and may stipulate corrective actions or other measures Updated April 17, 2008

39 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Acronyms AWQI BWA BWO CDDSR DWA DWO EH MOH MOE MOHLTC PHI PHN PHP ROW ROWPH SAC SCADA Adverse Water Quality Incident Boil Water Advisory Boil Water Order Communicable Disease/Dental/Sexuality Resources Division of Public Health Drinking Water Advisory Drinking Water Order Environmental Health Division of Public Health Medical Officer of Health Ministry of Environment Ministry of Health and Long-Term Care Public Health Inspector Public Health Nurse Public Health Planner Region of Waterloo Region of Waterloo Public Health Spills Action Centre (MOE) Supervisory Control and Data Acquisition Updated April 17, 2008

40 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 SECTION 1.0 Background This document is intended to provide guidance to Region of Waterloo Public Health when there is a potential for illness through the use of drinking water. This document will also give consistency in communication and role responsibilities to Regional partners and external stakeholders. Legislative and Regulatory Oversight Municipal and Non-Municipal residential and public access drinking water supplies are presently regulated under the Safe Drinking-Water Act, 2002 (SDWA): Drinking-Water Systems (O. Reg. 170/03) and Non-Residential and Non-Municipal Seasonal Residential Systems That Do Not Serve Designated Facilities (O. Reg. 252/05). Under this legislation owners/operators of the drinking-water systems are directed to operate in a manner that should prevent users from being exposed to an unsafe drinking water supply. The Ministry of the Environment (MOE) and the local Medical Officer of Health are required to be notified by the owner/operator of a regulated drinking water system and the laboratory conducting the analysis of water samples of all adverse drinking water events or laboratory sampling results. Also the owner/operating authority responsible for the drinking-water system must notify the users of such drinking water system of conditions that may affect health and give direction on how to avoid being harmed. The Health Protection and Promotion Act (HPPA) assigns the responsibility for community health protection to the local Board of Health through its medical officer of health and public health inspectors. Regulations under the Safe Drinking Water Act direct operating authorities to follow the advice of the local medical officer of health. Notification of Adverse Incidents and Response Under current regulations for certain drinking water systems, the owner/operator of the system is obligated to notify the users of conditions that have the immediate potential for putting the consumers health at risk. The owner/operator of a drinking water system is also required to notify the Medical Officer of Health and to follow up with any instruction that may be issued. Upon receipt of information about an adverse water event, the Medical Officer of Health (MOH) or a Public Health Inspector (PHI) will perform a risk analysis to assess the potential health impact the adverse water quality may have on users. Where necessary, the MOH or PHI will take appropriate action to protect the health of the public. While it is recognized that the owner/operator of the drinking water system is responsible for the provision of safe drinking water, the Medical Officer of Health under the authority of the Health Protection and Promotion Act is responsible for the management of health hazards. The MOH or PHI may institute measures that provide the necessary assurances that consumers have been alerted about adverse water quality. The MOH or PHI may also provide instructions to the users or owner/operator on how to mitigate the risk and observe that the owner/operator of the affected drinking water system is taking the necessary corrective action Updated April 17, 2008

41 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 SECTION 2.0 Introduction 2.1 Purpose The purpose of this communication protocol is to provide the necessary guidance to determine: if adverse water conditions meet the criteria for issuing an Advisory the role of Public Health staff the role of the owner (operating authority) of the drinking water system the type of communications protocol to be used the appropriate notices and fact sheets to be issued The Medical Officer of Health or designate may decide not to issue an Advisory or Order in circumstances as indicated in this protocol. Conversely, an advisory or order may be issued in circumstance not specifically addressed in this protocol. 2.2 Responsibilities The Owner/Operating Authority is responsible for: Notifying the Region of Waterloo Public Health when an adverse water sample is received. Issuing an Advisory when deemed necessary, in consultation with Public Health. Issuing a Rescind Notice when corrective action(s) has remedied the condition, in consultation with Public Health. Communicating the Advisory and Rescind Notice to media and affected users using a multi-media approach, as required. Notifying users in a timely fashion of an Advisory and the corresponding Rescind Notice. Public Health is responsible for: Communicating any Advisories and Rescind Notices to the Ministry of Health and Long Term Care, Ministry of the Environment and Regional and external partners (as outlined in the Communication Protocol). Issuing legal orders, when deemed necessary. When an Advisory is issued, verifying that corrective actions are being carried out by the responsible owner/operator. Developing and maintaining a current plan of action for responding to events involving adverse drinking water quality. Being available for advice to owner/operators. Communicating risk and related public health issues to media and the public. 2.3 Maintenance This plan will be reviewed regularly to incorporate changes in legislation, organizational structures, contact information, and procedural policies. Updates to this plan will be a regular standing item on the agenda of the ROW Public Health, Emergency Preparedness Committee. The Medical Officer of Health has the authority to amend the protocol and will report to the Updated April 17, 2008

42 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Community Services Committee only if there are significant changes to the protocol. The Manager, Environmental Health will be responsible for reviewing the document on a bi-annual basis and take responsibility of circulating updates or alterations in this document to all owners, operators and other drinking water partners. 2.4 Water Supply System Category Tables Ontario Regulation 170/03 sets out requirements for two categories of municipal residential drinking water systems (large and small) as well as for non-municipal year round residential systems. Other drinking water systems, such as non-residential and non-municipal seasonal residential, are regulated under Ontario Regulation 252/05. See Appendix 1, Category Tables 1, 2 and 3 for categories listed under both regulations. These categories are used to determine: communication protocol to be used; area municipality associated with each regulated drinking water supply system; the type of water system involved (large or small municipal and other systems). SECTION 3.0 Notification of Adverse Result 3.1 Notification of an adverse drinking water event or sample result. Any adverse drinking water sample result or event as prescribed by Section 18 of the Safe Drinking Water Act or appropriate sections of O. Reg. 170/03 must be immediately reported by the testing laboratory and drinking water system owner/operating authority to the: The Ministry of the Environment Spills Action Centre (SAC); Medical Officer of Health of Region of Waterloo Public Health (ROWPH); *During office hours contact ROWPH, Environmental Health and Lifestyle Division directly by phone and fax ( phone, fax). After hours follow established protocol by calling Regional Dispatch at or On receipt of a report of adverse drinking water quality, the on-call Public Health staff will: Verify in a timely fashion that the information is correct. Establish contact with the owner/operator of the drinking water system Determine the potential for adverse health outcomes based on a risk analysis (as indicated on the AWQI Intake, Assessment & Tracking form) Confirm that legislated requirements of corrective action in regards to adverse results are being implemented Updated April 17, 2008

43 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 If the situation does not indicate the possibility of adverse health outcomes Complete the provided form on record and file (AWQI Intake, Assessment and Tracking form, for PHI use). If the situation does indicate possibility of adverse health outcomes Notify the area Environmental Health Manager, who will contact the Director of Environmental Health and Lifestyle Resources and the Associate Medical Officer of Health or Medical Officer of Health Determine what action(s) have been taken to prevent adverse health outcomes. Determine if the action(s) taken to remediate the situation will be sufficient to prevent adverse outcomes. Note: For regulated drinking water systems prescribed corrective measures are specified in the regulation. A MOH or PHI should verify that those corrective actions are being carried out and only where necessary add to those requirements. If actions are deemed insufficient to prevent adverse health outcomes The Medical Officer of Health or designate may issue an Order to the owner/operator to carry out the necessary activities to mitigate the health hazard. If owner/operator is not complying with the Order, ROW Public Health may take on the responsibility of issuing Advisories to the users. ROW Public Health will provide assistance where needed to ensure protection of the users of a drinking water system and will provide information and advice to the owners/operators. SECTION 4.0 Issuing an Advisory 4.1 Issuing a BWA or DWA It is the role of the owner/operating authority of the regulated drinking water system to issue Advisories to the consumers of the system s water after consultation with the Medical Officer of Health. (refer to section 5.0 for communication process) 4.2 Boil Water Advisory Issuance Criteria Perform risk assessment using the AWQI Intake, Assessment and Tracking form, Appendix 13 For further information, see pages 9 14 of the Reference Document - MOHLTC - Response to Adverse Drinking Water Quality Incidents, Guidance Document, April Updated April 17, 2008

44 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/ Drinking Water Advisory Issuance Criteria As outlined in Regulation 170/03 of Ontario s Safe Drinking Water Act, a Drinking Water Advisory may be warranted if there is an exceedence of: Health related chemical standards (including pesticides); Pesticides not listed in Schedule 2 of O. Reg. 169/03; Radiological standards; Other conditions or circumstances, judged to be hazardous that cannot be rectified by boiling water. 4.4 Issuing a Boil Water Order/Drinking Water Order A Boil Water Order (BWO) or a Drinking Water Order (DWO) may be issued under the authority of the Health Protection and Promotion Act where, in the opinion of the Medical Officer of Health or a Public Health Inspector, upon reasonable and probable grounds, a health hazard exists and the requirements in the order are necessary to decrease the health hazard. This may include: Failing to respond adequately to an adverse water quality incident; Failing to comply with the issuance of an Advisory; An unsatisfactory record of compliance to legal requirements, recommendations or best practices; Deliberate non-compliance or concern regarding the ability or willingness of involved parties to comply with the recommendations; Repeated violations Updated April 17, 2008

45 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/ Decision Tree from MOHLTC Guidance Document 1 1 Ministry of Health and Long Term Care (April 2007) Retrieved on February 5, Updated April 17, 2008

46 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 SECTION 5.0 Communication Protocols for an Advisory NOTE: For issuing an Advisory for systems under Regulation 170 (Large or Small Municipal Residential and Non-Municipal Year-round Residential), follow the subsequent steps one to five in the following communication protocol. It is expected that all communication will be documented and the documentation will be completed as specified by the responsible parties policies and procedures. 5.1 Communication Protocol Communication protocol for regulated systems under Regulation 170 is to be used when either the owner/operator and/or Public Health have determined it necessary to issue an Advisory in any of the following drinking water systems: Large Municipal Residential; Small Municipal Residential; Non-municipal year round residential systems. See Appendix 1 for Water Category Tables. Step 1 Issuing an Advisory The system s owner/operator consults with Public Health (MOH or Manager designate). The owner/operator is responsible for issuing the Advisory notice and making changes to the appropriate (BWA/DWA) template that reflect site/event specific information. Public Health is responsible for issuing Orders, as a last resort. One of the following documents is used. Printed copies of these files are in the Appendices document, as examples: Appendix 3 BWA Notice Appendix 4 DWA Notice Note: an electronic Word* version of the Notices found in Appendices 3, 4, 5 and 6 will be provided to each drinking water owner/operator for their use during the issuance of a Notice to consumers. The Notices will be able to be modified by the owner/operator to reflect site specific information. Note: Steps 2 through 5 should occur concurrently Updated April 17, 2008

47 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Step 2 - Notification of Regional and Municipal Partners Refer to Appendix 1, Water Category Tables, for list of partners that need to be contacted. Step 3 - Internal Communications Public Health sets up internal Public Health communications. Public Health Internal Communications Steps For Small Municipal Residential BWA or DWA use PHI on-call desk to receive incoming calls. For Large Municipal Residential, set-up Public Health call centre to receive incoming calls. Ensure Department Leadership Team and Environmental Health staff are informed of advisory. Inform Coordinator, Administrative Services to notify Regional reception staff. Staff phone lines with PHIs, PHNs, and PHPs as necessary. Document all calls related to the Advisory on AWQI Intake, Assessment & Tracking form and if appropriate in on-call phone log. Ensure BWA/DWA notice and fact sheets are available on ROWPH website. Ensure BWA/DWA notice and fact sheets are available at PHI oncall desk and phone centre. Responsibility Manager of affected area. Coordinator, Administrative Services Manager, Environmental Health Coordinator, Marketing and Communications PHI, as assigned Updated April 17, 2008

48 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Step 4 - External Communications Public Health (Manager or staff designate) is required to communicate the Advisory Notice to the following provincial partners. Public Health Required Communications Organization Type of Communication Method of Communication MOHLTC Web-based and faxed notification of Advisory to MOHLTC form: *The MOHLTC and MOE must be notified of all notices or orders issued for public drinking water systems regardless of whether the notices or orders were issued by the water system owner/operator or public health. This process also applies for rescind notices Fax transmission for MOHLTC w/cover sheet: Phone: See Appendix 9 MOE Notification of BWA or DWA to MOE form: See Appendix 8 Fax transmission for MOE w/cover sheet: Phone: See Appendix 10 Public Health (Manager or staff designate) communicates BWA/BWO or DWA/DWO to the following applicable federal and provincial partners, if applicable. Public Health Communications to Applicable Federal and Provincial Partners Organization Type of Communication Method of Communication Canadian Food Inspection Agency Advisory notice and request that CFIA notify their affected food premises Blank Fax Cover Sheet Fax: Phone: hr cell phone: See Appendix 11 Ontario Ministry of Food, Agriculture Neighbouring Public Health Units Advisory notice and request that OMAF notify their affected food premises In significant cases, may notifiy: Brant: Fax: Hamilton: Fax: Oxford County: Fax: Perth: Fax: Wellington-Dufferin-Guelph: Fax: Blank Fax Cover Sheet Fax: Phone: See Appendix 11 Blank Fax Cover Sheet See Appendix Updated April 17, 2008

49 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Step 5 - Media and Public Communications The Owner/operator will appoint a media spokesperson (as required) and one person to coordinate communications and public response to the Advisory on operational related issues. This contact information must be provided to ROW Public Health in a timely manner. The Owner/operator will communicate the BWA or DWA Media Release to the general public. Owner/operator will handle general calls and inquiries regarding the BWA or DWA. It is the responsibility of the owner/operator to distribute Advisory notices and accompanying fact sheets to users. Communication should be done in consultation with appropriate Public Health staff. Public Health staff will inform Region CAO s office. Public Health will be responsible for communicating with media and the public on relevant public health issues and handle general calls and inquiries regarding all fact sheets (Appendices 14 to 20). The following chart is a guideline suggesting the minimum standards for communication. ROW Public Health needs to receive confirmation from the owner/operator that users have been notified of an Advisory. This information needs to be sent to ROW Public Health Environmental Health & Lifestyle Resources Division and documented and filed by both parties. Communication for Large Municipal Residential (Reg 170/03) Type of Communication Owner/operator and PH will determine if media release is necessary. If so, use Media Release template and arrange media conference as appropriate. See Appendix 12: BWA/DWA Media Release If Media Release is used, it should notify public to check mailboxes or front door, if applicable 1. Arrange media conference as appropriate. 2. Fax/ Advisory Media Release, Advisory notice and, for a BWA, send the How to Use Water Safely During a BWA fact sheet to media and public using a multi-media approach to: Radio, television and print outlets; Appropriate municipal partner for distribution to users (if not owner/operator); Door-to-door delivery of BWA/DWA notice and fact sheet to affected users. See Appendix 14: Using Water Safely During a Boil Water Advisory Door-to-door delivery is the most effective approach. It is our expectation that all affected users should be Responsibility Media spokesperson, as designated by owner/operator, for operational issues. Public Health Media spokesperson for public health related issues. Owner/operator representative Owner/operator to do door-to-door delivery to households; Public Health staff to deliver to facilities/institutions (see table below) Updated April 17, 2008

50 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 notified within a 4 hour timeframe once the owner/operator and MOH decide to go forward with an Advisory. In order to estimate the number of staff needed to deliver notices, assume 2 minutes/household/delivery person. There may be circumstances due to the number of households affected that door to door using only the municipality s resources becomes impractical based on available human resources and the need to be timely in notification of the health hazard. In these instances the appropriate municipal emergency response plan will be evoked. Other multi-media communication strategies and communication technologies, such as reverse 911, may also be useful (if available). Advisory and fact sheet on PH Corporate Communications for posting on Regional Web site. Public Health Communication for Small Municipal Residential (Reg 170/03) Type of Communication Owner/operator and PH will determine if media release is necessary. If so, use Media Release template and arrange media conference as appropriate. See Appendix 12: BWA Media Release If Media Release is used, it should notify public to check mailboxes or front door, if applicable. Door-to-door delivery of BWA/DWA notice and fact sheet to affected users. See Appendix 14: Using Water Safely During a Boil Water Advisory Door-to-door delivery is the timeliest approach. It is our expectation that all users will be notified within a 4 hour timeframe. In order to estimate the number of staff needed to deliver notices, assume 2 minutes/household/delivery person. Responsibility Media spokesperson, as designated by owner/operator (may be in consultation with PH). Owner/operator representative will fax media release to media services; Owner/operator to do door-to-door delivery to households; Public Health staff to deliver to facilities/institutions (see table below). Public Health will ensure the following fact sheets are provided to the following facilities as appropriate Updated April 17, 2008

51 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 PH Fact Sheet Distribution List Facility/Institution Fact Sheet Method (if not hand delivered) Health Care Facilities: physicians offices; hospitals; community health centres; urgent care clinics; long term care facilities; residential care facilities and CCAC. Day Nurseries BWA/BWO or DWA/DWO notice; Guidelines for Health Care Institutions; fact sheets as required See Appendix 15: Guidelines for Health Care Institutions During a Boil Water Advisory BWA/BWO or DWA/DWO notice; Guidelines for Child Care Facilities; fact sheets as required Fax and phone call Fax and phone call Messenger CDDSR EH managers and staff EH managers and staff Retail Food Service establishments including bottled water plants and commercial ice makers Recreational camps See Appendix 16: Guidelines for Child Care Facilities During a Boil Water Advisory BWA/BWO or DWA/DWO notice; Guidelines for Retail Food Service Establishments; fact sheets as required See Appendix 17: Guidelines for Food Establishments During a Boil Water Advisory BWA/BWO or DWA/DWO notice; Guidelines for Recreational Camps, fact sheets as required Fax and phone calls Compliance inspection by PHI where necessary Fax and phone call EH managers and staff EH managers and staff Pools/Spas See Appendix 18: Guidelines for Recreational Camps During a Boil Water Advisory BWA/BWO or DWA/DWO notice; Guidelines for Pools/Spas; fact sheets as required Fax and phone call EH managers and staff Dental care facilities See Appendix 19: Guidelines for Pools/ Spas During a Boil Water Advisory BWA/BWO or DWA/DWO notice; Guidelines for Dental Offices; and fact sheets as required Fax and phone call CDDSR Manager Waterloo Region District School Board Waterloo Catholic District School Board School/ University, college, degreegranting institution See Appendix 20: Guidelines for Dental Offices During a Boil Water Advisory BWA/BWO or DWA/DWO notice BWA/BWO or DWA/DWO notice BWA/BWO or DWA/DWO notice Phone x4221 and phone call Phone after hours and phone call Fax and phone call EH managers and staff EH managers and staff EH managers and staff Updated April 17, 2008

52 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 SECTION 6.0 Rescinding an Advisory The Rescind Communication Protocol is to be used for communicating the rescind notice with either Communication Protocol for Regulation 252/05 or Regulation 170/03. All persons, agencies, partners, groups that were notified of the Advisory will receive a notice of Rescind. Therefore, it is important to maintain an accurate list of those that receive advisories. Rescind Notices should be done in the same order as the Advisory. 6.1 Rescinding an Advisory The decision to rescind an advisory will be made in consultation between the owner/operator of the drinking water system and the Medical Officer of Health or designate. Both of the following criteria must be met for a rescind notice to be issued: The source of the problem has been identified and removed (e.g. structural concerns, condition of treatment system); Follow-up sampling results meet Regulations and/or established procedures and protocols. 6.2 Communicating the Rescind Notice Consideration must also be given to the needs of specific target populations such as hospitals, schools, and food service establishments, which may require direction regarding flushing and/or disinfection of drinking fountains, food processing equipment, or dental/health equipment. Guidelines for these procedures are found in the fact sheets for each of these facilities/institutions. Step 1 Rescind The system owner/operator completes the BWA/DWA Rescind Notice. The following documents are used. Printed copies of these files are in the Appendices: Appendix 5 BWA Rescind Notice Appendix 6 DWA Rescind Notice Step 2 Rescind Public Health (MOH or Manager designate) and Water Services communicates the BWA or DWA Rescind Notice to exactly the same people/agencies/partners that were originally notified Updated April 17, 2008

53 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Step 3 Rescind System owner/operator communicates the BWA or DWA Rescind Notice to the affected households. Use the same means of communication as was used for the initial Advisory, for example: Media release; Door-to-door delivery; Website update. PHI On Call line (to receive incoming calls) Updated April 17, 2008

54 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Flow Chart: Adverse Drinking Water Quality Incidents Communication Protocol Flow Chart: Pressure Drop ± Water Main Break Updated April 17, 2008

55 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Pressure Drop/Water Main Break Algorithm for Public Health Use* Event Pressure Drop ± Water Main Break < 20 psi? Yes Adverse Result Adverse Result Protocols If no main break, proceed to next question. If main break, evaluate risk associated with break itself: Raw or grossly contaminated water entering system; or Sewage/animal waste/chemicals in close physical proximity to break? Yes No Evaluate risk of backsiphonage: Large industrial/commercial source of chemicals connected to drinking water supply AND Their backflow preventers are not working No Evaluate risk of backsiphonage (other factors): Amount of pressure loss Integrity of system (physical integrity of pipes) Topography 1 Time of day; concurrent large volume usage (e.g. fire) 2 Anticipated duration of pressure drop Yes BWA (if only bacterial) or DWA (if chemical ± bacterial) Taken together, risk appears significant Taken together, risk does not appear significant Chlorine OK? Yes Flush No Low Chlorine Protocol Bacteriological sample(s) *Refer to AWQI Intake, Assessment & Tracking form (Appendix 13) for more information to assess risk. 1 Elevation of break in comparison to elevation of possible sources of backsiphonage. 2 Greater usage decreases pressure Updated April 17, 2008

56 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 APPENDIX 1 Water Category Tables Category Table 1 Large Municipal Residential System Description: Serves 100+ residences Use Communication Protocol for Reg. 170/03 System Name Associated Area Partners Assessment Criteria Integrated Urban System Ayr Heidelberg Conestoga Golf and Country Club Conestoga Plains New Dundee New Hamburg/ Baden Linwood Cambridge, Kitchener, Waterloo, Elmira, St. Jacobs, Mannheim Village, Breslau North Dumfries Woolwich Wilmot 1. Medical Officer of Health or designate; 2. Municipal/Township representative; 3. CAO s office; 4. Director of Water Services; 5. Director of Environmental Health and Lifestyle Resources Division; 6. Commissioner of Transportation and Environmental Services Department; 7. Director of Corporate Communication and Citizen Service; 8. Ministry of Environment. MOHLTC - Response to Adverse Drinking Water Quality Incidents, Guidance Document, April 2007 As per O. Reg. 170/03 and/or O. Reg. 169/03of Ontario s Safe Drinking Water Act; or as epidemiological evidence indicates. St. Clements Heidelberg Wellesley Wellesley Updated April 17, 2008

57 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Category Table 2 Small Municipal Residential Systems Description: Serves residences System Name Branchton Meadows, Orrs Lake/Lloyd Brown Roseville Maryhill Maryhill Village Heights West Montrose St. Agatha St. Agatha (25 Strauss Crt.) Shingletown Use Communication Protocol for Reg 170/03 Assessment Criteria Partners Associated Area North Dumfries Woolwich Wilmot 1. Medical Officer of Health or designate; 2. Municipal/Township representative; 3. CAO s office; 4. Director of Water Services; 5. Director of Environmental Health and Lifestyle Resources Division; 6. Commissioner of Transportation and Environmental Services Department; 7. Director of Corporate Communication and Citizen Service; 8. Ministry of Environment. MOHLTC - Response to Adverse Drinking Water Quality Incidents, Guidance Document, April 2007 As per O. Reg. 170/03 and/or O. Reg. 169/03 of Ontario s Safe Drinking Water Act; or as epidemiological evidence indicates Updated April 17, 2008

58 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Category Table 3 All Other Systems Type of System Small municipal non-residential Non-municipal residential seasonal Large nonmunicipal non-residential Small nonmunicipal nonresidential (Doon Valley Golf, Williamsburg Cemetery, Crosshill Twp. office, Council Chambers, Hawkesville Com. Centre) Large municipal non-residential Use communication protocol for Regulation 252/05 System Description serves 5 or fewer residences flow rate less than 2.9L/sec serves a designated facility or public facility serves 6 or more private residences or a trailer park or campground with 6 or more service connections system is a seasonal system and a system in this category would shut down seasonally and may serve a cottage development, trailer park or campground serves 5 or fewer private residences flow rate is greater than 2.9 L/sec has 5 or fewer service connections for an industrial facility, hotel, resort, etc. serves 5 or fewer private residences system flow rate is less than 2.9 L/sec serves for example, a hotel, resort, restaurant, gas station, church, campground, designated facility or other public facility serves 5 or fewer private residences system flow rate is greater than 2.9L/sec serves industrial park, airport, community/sports park, etc. Assessment Criteria As per O. Reg. 170/03 and 252/05 and/or O. Reg. 169/03 of Ontario s Safe Drinking Water Act, or as epidemiological evidence indicates Updated April 17, 2008

59 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 APPENDIX 2 Contact List Updated April 17, 2008

60 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Forms/Templates Owner/Operator Logo APPENDIX 3 NOTICE BOIL WATER ADVISORY BOIL YOUR WATER Date: mm/dd/yyyy TO: [Users of X water system] Tests on your water show it is contaminated with [fecal coliform/e. coli/other]. If untreated, this tap water can make you sick. The elderly, the very young, and people with weakened immune systems are most at risk. In consultation with Region of Waterloo Public Health, we are checking the water supply and working on a solution. You will be notified when the water is safe. Until then you are urged to: BOIL your water at a rolling boil for at least ONE MINUTE before using it to: drink gargle, brush your teeth or rinse dentures wash fruits, vegetables and other food make ice, juices, puddings, or other mixes make baby food or formula You may also use bottled water instead of boiled water. BATHING and WASHING: adults, teens and older children can use unboiled water for baths and showers small children can be given sponge-baths instead of tub baths or showers do not swallow any unboiled water used for showers and baths If you are SICK: get medical help right away for the elderly, young, and those with weakened immune systems (caused by AIDS, cancer, or other diseases) others should get medical help if diarrhea lasts more than 48 hours, if the sickness gets worse, or if the diarrhea is bloody. For more information call: Updated April 17, 2008

61 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Note: This message is very important. If you don t understand please have it interpreted. Thank you. Vietnamese: Chú ý: Bản tin này rất quan trọng. Nếu bạn không hiểu, xin nhờ người dịch lại. Cám ơn. Spanish: Nota: Este mensaje es muy importante. Si usted no entiende por favor pida se traduzca. Muchas gracias Serbo-Croatian: Vazno Ova je vrlo vazna poruka. Ako je ne razumete, molimo da Vam je neko prevodi. Hvala. Farsi: اين ڀيام بسيار مهم است. اگر مفهوم را متوجه نمي شويد, لطفا به مترجم مراجعه آنيد متشكرم Chinese 这个讯息非常重要, 如果你不甚明白, 请找人为你翻译 谢谢 Arabic: هذه الرسالة مهمة جدا. اذا لم تفهمها, الرجاء القيام بترجمتها. شكرا لكم Romanian: Nota: Acest mesaj este foarte important. Daca nu il intelegeti, rugati pe cineva sa vi-l traduca. Va multumim. Portuguese: Favor notar: esta mensagem é muito importante e se você não a compreender peça para alguém lhe traduzir. Muito obrigado. Kurdish: ي ه م به يا مه زوور آرنكه ي ه آه ر تو روون نه بو, تكايه ترجمه ي بكه. سوباس Italian: Il seguente è un messaggio molto importante. Se non capite il contenuto di questo messaggio fatevelo tradurre da un interprete. Grazie Updated April 17, 2008

62 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Owner/Operator Logo APPENDIX 4 NOTICE DRINKING WATER ADVISORY Do not drink or use your water Date: mm/dd/yyyy TO: [Users of X water system] Tests on your water show it is has a [chemical name] concentration which exceeds the level considered to be safe. In consultation with Region of Waterloo Public Health, we are working to monitor and correct the problem. You will be notified when the water is safe. DO NOT BOIL YOUR WATER. Boiling the water can cause an even greater concentration of [chemical name]. DO NOT USE TAP WATER FOR: Drinking Making ice, juices, puddings, or other mixes Making baby food or formula Washing or preparing food Brushing teeth, gargling, or rinsing dentures Use bottled water as an alternative to tap water for these activities. BATHING and WASHING: [MOH to confirm the following based on type of chemical] adults, teens and older children can use tap water for baths and showers small children can be given sponge-baths instead of tub baths or showers do not swallow any tap water used for showers and baths tap water is acceptable for laundry For more information call: Updated April 17, 2008

63 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Note: This message is very important. If you don t understand please have it interpreted. Thank you. Vietnamese: Chú ý: Bản tin này rất quan trọng. Nếu bạn không hiểu, xin nhờ người dịch lại. Cám ơn. Spanish: Nota: Este mensaje es muy importante. Si usted no entiende por favor pida se traduzca. Muchas gracias Serbo-Croatian: Vazno Ova je vrlo vazna poruka. Ako je ne razumete, molimo da Vam je neko prevodi. Hvala. Farsi: اين ڀيام بسيار مهم است. اگر مفهوم را متوجه نمي شويد, لطفا به مترجم مراجعه آنيد متشكرم Chinese 这个讯息非常重要, 如果你不甚明白, 请找人为你翻译 谢谢 Arabic: هذه الرسالة مهمة جدا. اذا لم تفهمها, الرجاء القيام بترجمتها. شكرا لكم Romanian: Nota: Acest mesaj este foarte important. Daca nu il intelegeti, rugati pe cineva sa vi-l traduca. Va multumim. Portuguese: Favor notar: esta mensagem é muito importante e se você não a compreender peça para alguém lhe traduzir. Muito obrigado. Kurdish: ي ه م به يا مه زوور آرنكه ي ه آه ر تو روون نه بو, تكايه ترجمه ي بكه. سوباس Italian: Il seguente è un messaggio molto importante. Se non capite il contenuto di questo messaggio fatevelo tradurre da un interprete. Grazie Updated April 17, 2008

64 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 APPENDIX 5 Boil Water Advisory - Rescind Notice BOIL WATER ADVISORY IS OVER Please follow instruction below before resuming the use of your water Date: mm/ddyyyyy TO: [Users of X water system] Tests performed on your water show that it is free from contamination. It is safe to use your water. ALL users of [X water system] are asked to take the following precautions before beginning to use your water again: Run cold faucets for one minute before using the water. Run drinking fountains for one minute before using the water. Run all water softeners through a regeneration cycle. Flush all garden hoses by running cold water through them for at least 1 minute. Backwash pool filters and change media or water. Drain and refill hot water heaters set below 45 C (113 F) Consult with the manufacturer for specific guidance when re-starting treatment devices. For more information call: Updated April 17, 2008

65 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 APPENDIX 6 Drink Water Advisory - Rescind Notice DRINKING WATER ADVISORY IS OVER Please follow instruction below before resuming the use of your water Date: mm/ddyyyyy TO: [Users of X water system] Tests performed on your water show that it is free from contamination. It is safe to use your water. ALL users of [X water system] are asked to take the following precautions before beginning to use your water again: Run cold faucets for one minute before using the water. Run drinking fountains for one minute before using the water. Run all water softeners through a regeneration cycle. Flush all garden hoses by running cold water through them for at least 1 minute. Backwash pool filters and change media or water. Drain and refill hot water heaters set below 45 C (113 F) Consult with the manufacturer for specific guidance when re-starting treatment devices. For more information call: Updated April 17, 2008

66 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 PUBLIC HEAL APPENDIX 7 Order of Public Health Inspector (Order of Medical Officer of Health) Public Health Environmental Health and Lifestyle Resources P.O. Box Regina Street South Waterloo ON Canada N2J 4V3 Telephone: (519) Fax: (519) THE HEALTH PROTECTION AND PROMOTION ACT CHAPTER H.7, REVISED STATUTES OF ONTARIO, 1990 AN ORDER PURSUANT TO SECTION 13, HEALTH PROTECTION AND PROMOTION ACT, R.S.O TO: ] IN RESPECT OF [specific address or users of X water system] ] ] ] ] ] Laboratory confirmed results of the drinking water system identified as: disclosed the following conditions: I,, Public Health Inspector (Medical Officer of Health) with Region of Waterloo Public Health, am of the opinion upon reasonable and probable grounds that these conditions constitute a health hazard. Therefore, in accordance with Section 13 of the Health Protection and Promotion Act, you are hereby ordered to immediately: This Order remains in effect until it has been rescinded in writing by the undersigned TAKE NOTICE that you are entitled to a hearing by the Health Services Appeal and Review Board by mailing/delivering a notice in writing requesting a hearing and stating the grounds for the appeal to: (1) the Medical Officer of Health/Public Health Inspector, Region of Waterloo Public Health and (2) Health Services Appeal and Review Board, Health Boards Secretariat, 151 Bloor St. West, 9 th Floor, Toronto, Ontario, M5S 2T5(Telephone: ( and Fax: (416) ) within (15) days after service of a copy of this order. Although this hearing may be requested, this order remains in effect when it is served (Section 44). W A R N I N G If this order is not complied with, it is intended to enforce this Order under the provisions of the Health Protection and Promotion Act, R.S.O Served Upon: Date: Served By:, Public Health Inspector, Region of Waterloo Public Health Signature of PHI or MOH include legal title Date of issuance Updated April 17, 2008

67 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 APPENDIX 8 Notification of Boil/Drinking Water Advisory to MOE (pursuant to sec of the Health Protection and Promotion Act) Ministry Use Only - Report # Health Unit: Sub office: (if applicable) Contact Name: Phone #: ( ) Drinking-water system: Classification of system: Large municipal residential Other Name of system: Address: Contact name: Phone #: ( ) Alternate Phone #: ( ) Name of owner and/or operating authority (if applicable): Facility description: (circle all that apply) residential food premise campground hotel/motel school health/social care facility other please explain Number of units: (rooms, homes, campsites, cottages, etc.): Source of water supply: Surface water GUDI (groundwater under influence of surface water) Ground water Reason(s) for boil water advisory (BWA): (Please indicate sample results) E. coli: /100 ml Total coliform (resample result): /100ml Background colonies (resample result): /100 ml HPC s (resample result): /1 ml Lack/absence free chlorine residual: mg/l Turbidity in filter effluent: NTU Negative pressure zone(s) due to main break, pump failure, power outage etc. Suspected waterborne disease outbreak (see below) Other (please explain): Suspected waterborne disease outbreak: not applicable # cases (est.): confirmed suspected Causative agent: confirmed suspected Reason(s) for drinking water advisory (DWA): not applicable Chemical Standard Exceedence (specify parameter and result): Radiological Standard Exceedence (specify parameter and result): Other: Press release/issues note Has or will a press release been prepared? No Yes (copy attached) Yes (copy to be provided) Has or will an issues note been prepared? No Yes (copy attached) Yes (copy to be provided) Date of sample or resample result: Date adverse result reported to health unit Date BWA Issued: Date faxed to MOHLTC (Safe Water Unit) : Date BWA Lifted: Date faxed to MOHLTC (Safe Water Unit) : Date faxed to MOE local office: Date faxed to MOE local office: Please fax to the Safe Water Unit of the MOHLTC (416) and the MOE local office as soon as the DWA/BWA is issued and lifted Updated April 17, 2008

68 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 REGION OF WATERLOO PUBLIC HEALTH Environmental Health & Lifestyle Resources PO Box 1633, 99 Regina St. S. Waterloo, ON N2J 4V3 Tel: (519) Fax: (519) APPENDIX 9 FAX COVER SHEET DATE/TIME: TO: MOHLTC Safe Drinking Water Program Public Health Branch FAX NO FROM: (Public Health Inspector) ext. NO. OF PAGES: (Including cover sheet) COMMENTS: If there are any problems, or if you DO NOT receive the number of pages specified, PLEASE CALL (519) and ask for assistance. This communication is intended to be confidential to addressee, and is subject to copyright protection. If you are not the intended recipient, please do not read, copy, or pass on to another individual, but notify the sender immediately by telephone at the telephone number above. Thank you Updated April 17, 2008

69 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 REGION OF WATERLOO PUBLIC HEALTH Environmental Health & Lifestyle Resources PO Box 1633, 99 Regina St. S. Waterloo, ON N2J 4V3 Tel: (519) Fax: (519) APPENDIX 10 FAX COVER SHEET DATE/TIME: TO: Ministry of the Environment 1 Stone Road West, 4 th Floor Guelph, ON N1G 4Y2 FAX NO FROM: (Public Health Inspector) ext. NO. OF PAGES: (Including cover sheet) COMMENTS: If there are any problems, or if you DO NOT receive the number of pages specified, PLEASE CALL (519) and ask for assistance. This communication is intended to be confidential to addressee, and is subject to copyright protection. If you are not the intended recipient, please do not read, copy, or pass on to another individual, but notify the sender immediately by telephone at the telephone number above. Thank you Updated April 17, 2008

70 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 REGION OF WATERLOO PUBLIC HEALTH Environmental Health & Lifestyle Resources PO Box 1633, 99 Regina St. S. Waterloo, ON N2J 4V3 Tel: (519) Fax: (519) APPENDIX 11 FAX COVER SHEET DATE/TIME: TO: FAX NO. FROM: (Public Health Inspector) ext. NO. OF PAGES: (Including cover sheet) COMMENTS: If there are any problems, or if you DO NOT receive the number of pages specified, PLEASE CALL (519) and ask for assistance. This communication is intended to be confidential to addressee, and is subject to copyright protection. If you are not the intended recipient, please do not read, copy, or pass on to another individual, but notify the sender immediately by telephone at the telephone number above. Thank you Updated April 17, 2008

71 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 APPENDIX 12 BWA/ Media Release FOR IMMEDIATE RELEASE Contact: [public health and municipal contact with phone no s] Date/Time: [mm/dd/yyyy / 00:00 am/pm] Boil Water Advisory issued for [users of X water system] A Boil Water Advisory was issued to [users of X water system] today by the Region of Waterloo Public Health after tests of the local water supply revealed [reason for BWO ie: bacterial contamination]. We want to caution people that they need to bring their water to a rolling boil for at least one minute before drinking or using it for activities when water could be swallowed, said [medical officer of health/program director] of Region of Waterloo Public Health. That also includes washing fruit or vegetables, making baby food and formula, ice, juice, puddings and other mixes, and brushing teeth. In addition, boiled water should be used for any activity involving children where they may have the opportunity to drink or swallow the water while bathing. Adults, teens and older children may shower with untreated water as long as no water is swallowed. Small children can be given sponge baths. Bottled water can also be used. The elderly, the very young and those with weakened immune systems are most at risk and need to get medical help promptly if they are sick. Others should seek help if diarrhea lasts more than 48 hours. We are asking everyone to be careful until the test results indicate the advisory can be lifted. added [medical officer of health/program director] of Region of Waterloo Public Health. [If needed insert two sentences paragraph here about the reason for the BWA (ie: explain e.coli/contamination) and what impact it can have upon of the health of the community and if there are extra precautions the more vulnerable populations should take. Also notify the public to check their mailbox or front door if door-to-door delivery was used.] Information is available through [add relevant municipality s website] and Region of Waterloo Public Health s website at 24 hours a day or call during regular business hours (8:30 am 4:30 pm) at ext After hours call Regional Dispatch at or Updated April 17, 2008

72 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 APPENDIX 13 AWQI Intake, Assessment & Tracking Form (for Public Health use only) INTAKE: Regular On CallWater System: Reg 170 Reg 252 Municipal Non municipal AWQI # BWA: Y / N DWA: Y / N Received By: Date: Time: Location: (Premises name, id #, and Address) City/Township: Reported By: Lab Owner/Operator Name: Phone # Cell # Sample / Incident: Date (dd/mmm/yy) Time: Bacteria Chlorine Other Chemical Exceedence Total Coliform: E. Coli (>0): (bring to attention of manager immediately) Total: (<0.25) Free: (<0.05) Combined: (<0.25) Turbidity UV Sodium HPC Fluoride Background Other 1. Details (chemical, level, location etc) 1. psi (<20psi or <138 kpa) 2. Cause: Pressure Drop Water Main Break Risk Parameters power outage pump malfunction Water main break Unknown 3. Continuous Yes No Unsure Duration (hrs) 4. Evidence of back siphonage Yes No Unsure Type of Industry in area: 1. Evidence of sewage/ chemical/animal waste at site Y N Describe if Yes: 2. Can it be isolated Yes No Unsure 3. Water Supply: Typical Atypical Describe: 1. Approx # people affected: <3000 residences >3000 residences 2. Types of Institutions affected (please List) History of Similar Events: Action Required Previous Events indicated health hazard Yes No Unsure Describe: **Based on Owner/Operator s technical knowledge of the water system, what is their assessment of the risk to the drinking water quality? Comments: (must be filled out) (Continued on next page) Updated April 17, 2008

73 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 ACTION: PHI Name: Contact with Owner/Operator: Contact Name: Date Time A.M./P.M. Corrective Action Taken (2a): List Corrective Action(s) reported by operator & any directions from you. Within 24 hours: Yes No System: Chlorinated Chloraminated Untreated UV Other resample/re-test disinfectant restored/increased flushing mains/pipes users boil/seek alternative Specify: (e.g. date/time) Attachments: To be filed in this order 2 nd Verbal AWQI Intake, Assessment & Tracking Form Faxed AWQI Report (lab AND owner if applicable) Written Notice By DWS Owner (Section 2(a) from owner) Notice of Resolution (Section 2(b) from owner) PHI Follow Up Notes (EHLR Activity Report) Resample results in chronological order (if applicable) Boil Water or Drinking Water Advisory Issued: Yes No Issue Date: DOCs Log Updated (DOC ) Rescind Date: DOCs Log Updated (DOC ) B/DWA Notifications (MOHLTC, Spills Action, Local MOE, o/o) Boil/Drinking Water Advisory Rescind Notifications (MOHLTC, Spills Action, Local MOE, o/o) Rescind Notice Follow Up Concluded: Date PHI Signature Date Environmental Health Manager Signature Updated April 17, 2008

74 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Treatment of Drinking Water PUBLIC HEALTH Environmental Health and Lifestyle Resources P.O. Box Regina Street South Waterloo ON Canada N2J 4V3 Telephone: (519) Fax: (519) APPENDIX 14 Using Water Safely During a Boil Water Advisory Boil it - Bring your water to a rolling boil for at least one minute. Caution should always be exercised when handling boiling water to minimize the risk of burns. If you are using an electric kettle, make sure the cord is not bare or frayed and choose a kettle without an automatic shut-off feature. Chlorinate it Boiling is the preferred treatment method. However, chlorination can be used if boiling is not an option. To chlorinate, add 1.25 ml (¼ teaspoon) of liquid household bleach (not lemon-scented or fabric-safe) (5.25% Sodium Hypochlorite - bleach) to 4.5 litres (1 gallon) of water. Mix well and allow to stand for 15 minutes. Treated water should be stored in food grade containers (labeled and dated) and refrigerated. Discard after three days. If boiling water or chlorinating your water supply is impractical you should seek an alternative potable water supply such as bottled water. Food and Kitchen Water Safety Fact Sheets How do I use water for food preparation? All water that is used for cooking, drinking, washing fruits or vegetables or making ready-to-eat foods such as infant formula, juices or jello should be made with boiled or bottled water. Discard all ice made previously and disinfect the ice cube trays. I have a dishwasher. Is it safe to use? If your dishwasher has a hot setting of 64 C or higher, it safely disinfects dishes. If you are uncertain, after finishing the cycle, soak dishes for 1 minute in a solution of 30 ml (1 oz) of bleach mixed with 13.5 litres (3 gallons) of lukewarm water. Let dishes air dry. How do I wash dishes by hand? There are three ways that dishes can be washed: 1. Wash and rinse dishes in boiled water. 2. Wash dishes in soapy hot water and rinse with boiled water. 3. Wash dishes in soapy hot water, rinse in clean warm water, then immerse in the following bleach solution for 1 minute: 30 ml (1 oz) bleach into 13.5 liters (3 gallons) of water. Allow the dishes to air dry Updated April 17, 2008

75 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 How do I disinfect countertops or chopping boards? Countertops, chopping boards or utensils should be washed with soap and hot water first, and then disinfected with a bleach solution. Mix about 60 ml (¼ cup) bleach into 4.5 litres (1 gallon) water for this purpose and ensure a contact time of at least one minute. Do not reuse or store this solution, but make it fresh daily. Personal Hygiene How do I wash my hands? You can use hot tap water and soap to wash your hands. In addition, use alcohol-based hand disinfectants, containing more than 60% alcohol. The wet wipes used for cleaning babies at diaper change are not effective for disinfecting hands and should not be used for this purpose. Can I take a bath? Adults and teens may shower with untreated water as long as no water is swallowed. Older children could also be given a shower with a hand held showerhead, avoiding the face. Younger children should be sponge-bathed instead of bathing in a tub because they are likely to swallow tub water. What about brushing my teeth? The use of boiled or bottled water is highly recommended for brushing teeth because water is often swallowed during brushing. My doctor told me I have a weakened immune system. What should I do? Always follow your physician's and dietician's advice. You might be advised to use bottled water or to boil water for drinking/cooking, even in the absence of a boil water advisory. Household Water Safety Should I change the way I am doing laundry? No, continue doing laundry the way you usually do. If you have to launder sheets heavily soiled with faeces, carefully remove soil before you place the sheets into the washer, without much agitation of the cloth. Use rubber gloves when handling heavily soiled sheets. Items should be dried in a standard dryer for a minimum of 30 minutes. Is the water safe to fill wading pools for children? No, the water is not safe to use in wading pools. Water usually gets into the mouths of small children, providing a possibility for infection. Should I clean/disinfect toys? If your child has a diarrheal illness toys should be cleaned and disinfected. If the toys are visibly soiled, wash them first with soap and water and then disinfect with a freshly prepared bleach solution about 60 ml (¼ cup) bleach into 4.5 litres (1 gallon) of water. Dip toys into this solution for 1 minute and air-dry them. Cloth and plush toys should be washed and dried in a clothes dryer at a heat setting for 30 minutes or dry-cleaned. I have a water filtration device installed. Does this make the water safe for drinking or cooking? It is not advisable to use water from a home filtration system because it may not be designed to remove all contamination or may not be properly maintained. DISINFECTION SOLUTION CHART Water Use Amount of Water Amount of Bleach Contact Time Drinking 4.5 litres (1 gallon) 1.25 ml (¼ teaspoon) 15 minutes Hand washing 45 litres (10 gallons) 45 ml (1½ oz) 10 minutes Updated April 17, 2008

76 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 DISINFECTION SOLUTION CHART Water Use Amount of Water Amount of Bleach Contact Time Dishwashing 13.5 litres (3 gallons) 30 ml (1 oz) 1 minute then air dry Countertops, chopping 4.5 litres (1 gallon)* 60 ml (¼ cup) 1 minute then air dry boards Toys 4.5 litres (1 gallon) 60 ml (¼ cup) 1 minute then air dry 15 ml in 1 litre spray bottle, change daily With a Boil Water Advisory in effect, you will probably be using your stove and kettle more. To prevent fires and injuries, please keep these tips in mind: exercise caution when handling boiled water. To avoid scalding, place the pot on the inside burner out of the reach of children. As well, do not put more water in the pot than you can comfortably lift. Make sure cord on your electric kettle is not bare or frayed. Additional safety precautions for seniors and children: avoid loose clothing when using stove stay in the kitchen when stove is on turn pot handles toward centre of stove keep children safely out of kitchen area beware of flammable objects near the stove Upon Rescinding a Boil Water Advisory How does the Medical Officer of Health decide when to "lift" a boil water advisory? Region of Waterloo Public Health will lift the boil water advisory only after test results indicate the water is safe. What should I do after the boil water advisory is lifted? Run cold water faucets for 1 minute before using the water. Run drinking fountains for 1 minute before using the water. Run water softeners through a regeneration cycle. Consult with the manufacturer for specific guidance when dealing with: water treatment devices, pool filters, hot tubs, refrigerator ice makers, etc. Drain and refill hot water heaters set below 45 C (113 F). Flush all garden hoses by running cold water through them for 1 minute. Acknowledgements Environment Canada, Ministry of Environment, Ministry of Agriculture, Food and Rural Affairs, Ministry of Health and Long Term Care, Laboratory Services, Canadian Institute of Public Health Inspectors For more information call: ext. 5147, 8:30 am 4:30 pm, Monday to Friday. After hours call Regional Dispatch at: or Medical Officer of Health Updated April 17, 2008

77 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 PUBLIC HEALTH Environmental Health and Lifestyle Resources P.O. Box Regina Street South Waterloo ON Canada N2J 4V3 Telephone: (519) Fax: (519) APPENDIX 15 Guidelines for Health Care Institutions during a Boil Water Advisory The guidelines below are provided to health care institutions further to the boil water advisory issued by the Medical Officer of Health (MOH). During A Boil Water Advisory Water for Drinking Drinking water must be brought to a rolling boil for at least one minute. Discard any ice or drinks made with tap water. Drinking water fountains must be shut off or rendered inaccessible. Post signs at all drinking faucets, kitchen areas, and washrooms to warn against drinking the water. Provide additional assistance to patients and/or residents with cognitive deficits to prevent unsafe water consumption. Diarrheal Illness Exclude all staff and visitors with diarrheal illness. Staff should be regulated by standard rules of exclusion from work. Anyone reporting diarrhea is not to return to the facility until symptoms have subsided for at least 48 hours. Follow standard enteric precautions and outbreak management protocols complete the Region of Waterloo Public Health s Initial Notification of An Outbreak if there are residents with diarrheal illness. Initiate testing to determine the pathogen involved. Report any illness linked to a community outbreak to the MOH ( ext. 5147). If there is a known agent, or the MOH declared an outbreak in the community, then more stringent guidelines may need to be instituted based on relevant enteric disease guidelines. Handwashing and Personal Hygiene Enforce frequent, thorough handwashing with boiled water for all staff. Follow handwashing guidelines and use sanitizing gels in addition to conventional soap and water handwashing. (If there is a known agent, special handwashing procedures may need to be followed). Post signs and guidelines detailing proper handwashing at all hand sinks. Take special measures to ensure that patients comply with guidelines for handwashing, personal care and bathing. Patients with cognitive deficits will require assistance. Follow teeth brushing guidelines, and ensure appropriate care of dentures in wards and in private rooms Updated April 17, 2008

78 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Food Preparation Review and follow guidelines for Food Service Establishments (available from Region of Waterloo Public Health). Do not serve water, ice, drinks or any uncooked food such as instant pudding, jello, etc. made with untreated water, or raw foods rinsed with untreated water. Ensure satellite kitchens/food service areas receive and follow the same strict guidelines. Dishwashing Commercial dishwashers that use hot water wash at 60 C (or 140 F) with a hot water sanitizing rinse of 82 C (or 180 F) for ten seconds would be considered satisfactory. Where parasitic contamination is suspected, low temperature dishwashers using chemical sanitizers may not be effective. Ensure proper manual dishwashing procedures are followed should the commercial dishwasher not be available. Use single-use, disposable dishware and utensils. Medical/Nursing Procedures Monitor patients closely for signs and symptoms of gastrointestinal illness. Use only boiled water to treat skin wounds. Institute special practices in units where water is used as part of the treatment regimen (i.e. renal dialysis units). Upon Rescinding a Boil Water Advisory Re-start, flush and sanitize any water-using fixture or piece of equipment in accordance with the manufacturer's specifications. This may vary from fixture to fixture. Consult the facility engineer and/or the manufacturer when re-starting the equipment. Drain water-holding reservoirs (in large buildings) in consultation with the facility engineer and Region of Waterloo Public Health. Run cold faucets for one minute before using the water. Run drinking fountains for one minute before using the water. Run all water softeners through a regeneration cycle. Backwash pool filters and change media or water. Drain and refill hot water heaters set below 45 C (113 F). Consult with the manufacturer for specific guidance when dealing with: water treatment devices, pool filters, hot tubs, refrigerator ice makers, etc. Resume usual bathing practices and care for patients with breaks in the skin. For more information call: ext. 5147, 8:30 am 4:30 pm, Monday to Friday. After hours call Regional Dispatch at: or Medical Officer of Health Updated April 17, 2008

79 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 PUBLIC HEALTH Environmental Health and Lifestyle Resources P.O. Box Regina Street South Waterloo ON Canada N2J 4V3 Telephone: (519) Fax: (519) APPENDIX 16 Guidelines for Child Care Facilities During a Boil Water Advisory The guidelines below are provided to child care facilities further to the boil water advisory issued by the Medical Officer of Health. During A Boil Water Advisory Water For Drinking Use only boiled or bottled water. All water for drinking or for use as an ingredient in drink mixes must be commercially bottled or brought to a rolling boil for at least one minute then stored in clean, covered containers until served. Drinking water fountains must be shut off or rendered inaccessible. Post signs at all drinking faucets, kitchen areas, and washrooms to warn against drinking the water. Food Preparation Review and follow guidelines for Food Service Establishments (available from Region of Waterloo Public Health). Do not serve water, ice, drinks or any uncooked food such as instant pudding, jello, etc. made with untreated water, or raw foods rinsed with untreated water. Diarrheal Illness Exclude all staff and children with diarrheal illness. Staff should be regulated by standard rules of exclusion from work. Anyone reporting diarrhea is not to return to the facility until symptoms have subsided for at least 48 hours. Follow standard enteric precautions and outbreak management protocols complete the Region of Waterloo Public Health s Initial Notification of An Outbreak if there are children/staff with diarrheal illness. Initiate testing to determine the pathogen involved. Report any illness linked to a community outbreak to the MOH ( ext. 5147). If there is a known agent, or the MOH declared an outbreak in the community, then more stringent guidelines may need to be instituted based on relevant enteric disease guidelines Updated April 17, 2008

80 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Hand washing Enforce frequent thorough handwashing for all staff and children. Follow handwashing guidelines and use sanitizing gels in addition to conventional soap and water handwashing. Signs advising of the appropriate handwashing technique should be posted at all sinks. Supervision of children during handwashing should occur Teeth brushing Ensure availability of boiled or bottled water for teeth brushing and ensure that supervision of this activity occurs. Diapering Use disposable gloves, alcohol/gel rinses and disposable moistened towelettes when diapering children. Use disposable paper to cover diaper-changing areas. Clean children s hands with the hand sanitizing gel after diapering and ensure staff wash hands after each diaper change. If face cloths are used, ensure they are moistened with boiled or bottled water then laundered after each use. Use over clothes or diapers capable of retaining liquid faeces. Disinfect diaper areas after each child has been changed with a chlorine solution of 100 parts per million (or a solution of equivalent disinfection capability). Ensure clear separation of diapering and food-handling areas and responsibilities. Ensure separation of diaper changing areas from children s play areas. Dishwashing Commercial dishwashers that use hot water wash at 60 C (or 140 F) with a hot water sanitizing rinse of 82 C (or 180 F) for ten seconds would be considered satisfactory. Where parasitic contamination is suspected, low temperature dishwashers using chemical sanitizers may not be effective. Ensure proper manual dishwashing procedures are followed should the commercial dishwasher not be available. Use single-use, disposable dishware and utensils. Water Play Stations Stop the use of water play tables during this time. Drain all water play tables or play areas containing water. Stop activities/crafts which use water and where there is a risk that children may consume a product (e.g. hand-painting, baking, pasting with glue made from flour and water) Updated April 17, 2008

81 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 Washing Toys Dishwasher-safe toys may be cleaned in a dishwasher providing that the machine uses a hot water wash at 60 C (or 140 F) with a hot water sanitizing rinse of 82 C (or 180 F) for ten seconds. Wash other toys first with soap and water and then disinfect with a freshly prepared bleach solution about 60 ml (¼ cup) bleach into 4.5 litres (1 gallon) of water. Dip toys into this solution for 1 minute and air-dry them. Cloth/plush toys and dress-up clothes should be washed and dried in a clothes dryer at a heat setting for 30 minutes or dry-cleaned. Laundry Launder dish cloths, bedding, bibs and facecloths in a standard washing machine provided that a sanitizing rinse or hot rinse cycle is used. Items should be dried in a standard dryer for a minimum of 30 minutes. Communication to Parents Inform parents of the boil water advisory, symptoms of enteric illness, need for exclusion, reporting requirements, risk of severe illness in those with weakened immune systems, and necessary control measures. Upon Rescinding A Boil Water Advisory Re-start, flush and sanitize any water-using fixture or piece of equipment in accordance with the manufacturer's specifications. This may vary from fixture to fixture. Consult the facility engineer and/or the manufacturer when re-starting the equipment. Drain water-holding reservoirs (in large buildings) in consultation with the facility engineer and Region of Waterloo Public Health. Run cold faucets for one minute before using the water. Run drinking fountains for one minute before using the water. Run all water softeners through a regeneration cycle. Drain, sanitize and refill all water play stations. Drain and refill hot water heaters set below 45 C (113 F). Consult with the manufacturer for specific guidance when dealing with: water treatment devices, pool filters, hot tubs, refrigerator ice makers, etc. For more information call: ext. 5147, 8:30 am 4:30 pm, Monday to Friday. After hours call Regional Dispatch at: or Medical Officer of Health Updated April 17, 2008

82 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 PUBLIC HEALTH Environmental Health and Lifestyle Resources P.O. Box Regina Street South Waterloo ON Canada N2J 4V3 Telephone: (519) Fax: (519) APPENDIX 17 Guidelines for Food Establishments During a Boil Water Advisory Food premises can continue to operate during a Boil Water Advisory provided the following measures are strictly adhered to: Treat all water provided directly to your customers for drinking purposes by bringing the tap water to a rolling boil for at least one minute then storing the water in a clean, sanitized, food grade container. This water should be covered and refrigerated until it is ready for serving. Commercially bottled water can also be provided for public use. Rinse or soak all foods that require washing (e.g. fruits and vegetables) in commercially bottled water, or tap water that has been brought to a rolling boil for one minute and allowed to cool. Ensure all foods where water is used as an ingredient in a "ready to eat" product (e.g. juice, coffee, powdered mixes) is prepared with commercially bottled water or tap water that has been brought to a rolling boil for one minute. Ensure all ice is made with bottled water or tap water that has been brought to a rolling boil for one minute, or purchase ice from a commercial ice distributor. Discard all ice that has not been made or purchased as above. Disconnect all soft drink beverage lines, ice machine lines, coffee machines and water treatment devices connected directly to the tap water. Ensure that once the Boil Water Advisory is over these lines and units are properly washed, rinsed and then sanitized before re-use. Commercial dishwashers that use hot water wash at 60 C (or 140 F) with a hot water sanitizing rinse of 82 C (or 180 F) for ten seconds would be considered satisfactory. Where parasitic contamination is suspected, low temperature dishwashers using chemical sanitizers may not be effective. Beverage glass washers that utilize a cold water rinse must not be used. For manual dishwashing, wash dishes in soapy hot water, rinse in clean warm water, then immerse in the following bleach solution for 1 minute: 30 ml (1 oz) bleach into 13.5 litres (3 gallons) of water. Allow the dishes to air dry. Wash and rinse hands by using bottled water, boiled (allow to cool before using) or treated water (mix one quarter teaspoon of liquid household bleach to one gallon of water and let stand for 30 minutes before using). Exclude any employee from work if they experience diarrheal illness and report to your Public Health Inspector. Post signs at any points where the public has access to the water stating that the water is not to be used for drinking purposes (e.g. washrooms). Provide potable or treated water for the public for hand washing, alcohol based hand sanitizers may be used. For more information call: ext. 5147, 8:30 am 4:30 pm, Monday to Friday. After hours call Regional Dispatch at: or Medical Officer of Health Updated April 17, 2008

83 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 PUBLIC HEALTH Environmental Health and Lifestyle Resources P.O. Box Regina Street South Waterloo ON Canada N2J 4V3 Telephone: (519) Fax: (519) APPENDIX 18 Guidelines for Recreational Camps During A Boil Water Advisory The guidelines below are provided to operators of recreational camps further to the boil water advisory issued by the Medical Officer of Health. General Precautions 1. All guests at the camp must be properly notified of the Boil Water Advisory. This includes (but is not limited to) posting signs at all entrances to the campgrounds, on information boards and at campsites where possible and necessary. 2. Water that is intended for human consumption should be: Brought to a rolling boil for at least one minute, or Obtained from a known safe supply (e.g. municipal supply that is not subject to the boil water advisory or bottled water). 3. All staff and guests should be encouraged to regularly wash their hands, especially before preparing food and after using the toilet. The use of alcohol-based hand disinfectants containing more than 60% alcohol can be used for disinfecting hands. NOTE: This should be used as an added step to proper hand washing and is not intended as an alternative. 4. Do not consume ice, fountain drinks, fruit drinks mixed with tap water, ice tea or ice coffee, unpasteurized juices and raw foods that have been washed with boiled or bottled water. Food Service Operations 1. Treat all water provided directly to your customers for drinking purposes by bringing the tap water to a rolling boil for at least one minute then storing the water in a clean, sanitized, food grade container. This water should be covered and refrigerated until it is ready for serving. Commercially bottled water can also be provided for public use. 2. Rinse or soak all foods that require washing (e.g. fruits and vegetables) in commercially bottled water, or tap water that has been brought to a rolling boil for one minute and allowed to cool. 3. Ensure all foods where water is used as an ingredient in a "ready to eat" product (e.g. juice, coffee, powdered mixes) is prepared with commercially bottled water or tap water that has been brought to a rolling boil for one minute. 4. Ensure all ice is made with bottled water or tap water that has been brought to a rolling boil for one minute, or purchase ice from a commercial ice distributor. Discard all ice that has not been made or purchased as above Updated April 17, 2008

84 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 5. Disconnect all soft drink beverage lines, ice machine lines, coffee machines and water treatment devices connected directly to the tap water. Ensure that once the Boil Water Advisory is over these lines and units are properly washed, rinsed and then sanitized before re-use. 6. Commercial dishwashers that use hot water wash at 60 C (or 140 F) with a hot water sanitizing rinse of 82 C (or 180 F) for ten seconds would be considered satisfactory. Where parasitic contamination is suspected, low temperature dishwashers using chemical sanitizers may not be effective. Beverage glass washers that utilize a cold water rinse must not be used. 7. For manual dishwashing, wash dishes in soapy hot water, rinse in clean warm water, then immerse in the following bleach solution for 1 minute: 30 ml (1 oz) bleach into 13.5 litres (3 gallons) of water. Allow the dishes to air dry. 8. Wash and rinse hands by using bottled water, boiled (allow to cool before using) or treated water (mix one quarter teaspoon of liquid household bleach to one gallon of water and let stand for 30 minutes before using). 9. Exclude any employee from work if they experience diarrheal illness and report to your Public Health Inspector. 10. Post signs at any points where the public has access to the water stating that the water is not to be used for drinking purposes (e.g. washrooms). Provide potable or treated water for the public for hand washing, alcohol based hand sanitizers may be used. Swimming 1. Babies, young children and bathers who normally wear diapers should wear appropriate clothing to prevent faecal discharge into the pool, spa or other bathing area. 2. Drinking water fountains in and around bathing areas must be shut off or rendered inaccessible. All water coolers should be emptied and disinfected prior to reuse. Boiled or bottled water should be made available to bathers. Upon Rescinding A Boil Water Advisory 1. Re-start, flush and sanitize any water-using fixture or piece of equipment in accordance with the manufacturer's specifications. This may vary from fixture to fixture. Consult the facility engineer and/or the manufacturer when re-starting the equipment. 2. Drain water-holding reservoirs (in large buildings) in consultation with the facility engineer and Region of Waterloo Public Health. 3. Run cold faucets for one minute before using the water. 4. Run drinking fountains for one minute before using the water. 5. Run all water softeners through a regeneration cycle Updated April 17, 2008

85 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 6. Backwash pool filters and change media or water. 7. Drain and refill hot water heaters set below 45 C (113 F). 8. Consult with the manufacturer for specific guidance when dealing with: water treatment devices, pool filters, hot tubs, refrigerator ice makers, etc. For more information call: ext. 5147, 8:30 am 4:30 pm, Monday to Friday. After hours call Regional Dispatch at: or Medical Officer of Health Updated April 17, 2008

86 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 PUBLIC HEALTH Environmental Health and Lifestyle Resources P.O. Box Regina Street South Waterloo ON Canada N2J 4V3 Telephone: (519) Fax: (519) APPENDIX 19 Guidelines for Public Pools/Spa Operators during a Boil Water Advisory The information and guidelines below are provided to all Class A and Class B public pool and all public spa operators further to the boil water advisory issued by the Medical Officer of Health. 1. Chlorine and bromine are widely used disinfectants in pools and spas. Ensure normal chlorine levels of not less than 0.5 ppm or normal bromine levels of more than 2.0 ppm are maintained in all pools. Ensure normal chlorine or bromine levels of between 5 10 ppm are maintained in all spas. Maintenance of ph, alkalinity, calcium hardness and total dissolved solids in their desirable ranges is also essential to assure adequate disinfection and bather comfort. Refer to Ontario Regulation, Public Pools, if you are unsure what these ranges are or call your public health inspector for assistance. 2. Signs advising not to drink the tap water should be posted at all sinks. 3. Drinking water fountains in and around bathing areas must be shut off or rendered inaccessible. All water coolers should be emptied and disinfected prior to reuse. Boiled or bottled water should be made available to bathers. 4. Babies, young children and bathers who normally wear diapers should wear appropriate clothing to prevent faecal discharge into the pool, spa or other bathing area. For more information call: ext. 5147, 8:30 am 4:30 pm, Monday to Friday. After hours call Regional Dispatch at: or Medical Officer of Health Updated April 17, 2008

87 Adverse Drinking Water Quality Incidents Communications Protocol Reg. 170/03 PUBLIC HEALTH Environmental Health and Lifestyle Resources P.O. Box Regina Street South Waterloo ON Canada N2J 4V3 Telephone: (519) Fax: (519) APPENDIX 20 Guidelines for Dental Offices during a Boil Water Advisory During a Boil Water Advisory Under the Boil Water Advisory it is unsafe to drink or use tap water to brush teeth, gargle or rinse dentures. Under these precautions, tap water should not be used for dental treatments. Dental offices are strongly advised to follow the guidelines issued by the Medical Officer of Health below: Before Treatment: Explain to all patients the impact of the Boil Water Advisory on dental care and indicate what procedures your office is following. Warn your patients before treatment that they are at greater risk for water borne illness if they have a weakened immune system and allow them to reschedule appointments if desired. Reschedule appointments for known immunocompromised patients, such as HIV-positive individuals, chemotherapy and transplant patients, and congenitally immunocompromised individuals. Reinforce that patients use only boiled or bottled water for toothbrushing or other dental care in their own homes. During Dental Procedures: Use only boiled or bottled water for patients to drink and rinse in your office. Ensure that any ice chips are made from boiled or bottled water sources. Turn off the water supply to high-speed handpieces. Using boiled or bottled water, flow water out of a bulb syringe when using high-speed handpieces, or Run your high/low speed turbines dry and use a hand syringe of boiled or bottled water for cooling and rinsing. Do not perform dry cutting when removing old amalgam restorations. Use a hand syringe of boiled or bottled water in place of the air/water syringe. Distilled water must be used for sterilizer and manual X-ray processors. Processed x-rays should be handled with gloves and gloves discarded after handling film. In the event of contamination caused by cryptosporidium, and where bacterial contamination has definitely been ruled out, install a commercial filter system that removes particles one micrometer or less in diameter. Filters that provide the greatest assurance of Cryptosporidium/Giardia removal include those that use reverse osmosis, those labeled as Absolute one micrometer filters, or those certified to remove protozoan parasites including Updated April 17, 2008