Pest Management Program - Update

Pest Management Program - Update Item 2 February 20, 2009 Communities Committee To: Communities Committee Report: CC:2009-05 From: Chief Executive Officer CMP 1.1.2 Clean and Well Maintained Buildings Date: February 12, 2009 Page 1 of 15 PURPOSE: To provide the Communities Committee with a progress report on the Pest Management Program. RECOMMENDATION: It is recommended that the Communities Committee receive this report for information. BACKGROUND: The 2009-2011 Community Management Plan reinforces Toronto Community Housing s commitment to providing clean and well maintained buildings. Toronto Community Housing recognizes that quality housing, kept clean and in good repair, is vital to ensuring community health and vibrant communities. Over the last few years, pests have been identified as a significant issue that has impacted the health and wellbeing of many tenants. The scope of the issue is such that in 2008, 3,129 tenant requests for bed bug treatment alone were recorded in Toronto Community Housing s EasyTrac service management system. To address pest infestations and their impact on tenant wellbeing, Toronto Community Housing s three year strategic plan to ensure quality housing includes initiatives to significantly reduce pest infestations in all communities. At present, Toronto Community Housing buildings experience three main pests: the German cockroach, mice and bedbugs. German cockroaches are attracted to a low toxicity gel bait pesticide that has been used inside residential and commercial establishments for almost 20 years. The gel bait, along with vacuuming and the improvement of sanitary conditions, has had a significant impact towards controlling the proliferation of cockroaches. Mice occur in high-rise apartment buildings and more often, in townhouse complexes. They are controlled with traps and baits. Mice invasions are typically seasonal and occur in the fall when temperatures drop.

Pest Management Program - Update Report: CC:2009-05 Page 2 of 15 The bed bug is currently the most problematic pest found in Toronto Community Housing properties. Across Toronto and North America, there has been an explosive growth in bed bug incidents since 2002. Bed bugs are the pest of most common concern to Toronto Community Housing tenants, and as such, are the focus of this report. A leading expert from The University of Kentucky, Dr. Michael Potter, describes the bed bug as the most serious pest of our generation. Bed bugs spend 90% of their lifecycle in hiding and appear approximately once every 5-10 days seeking a blood meal usually between 10:00 pm and 4:00 am. Most often, they nest within inches of where people sleep and sit. Infestations usually build, then spread from beds. Bedbugs small size and ability to easily conceal their nests within a variety of household possessions make early detection more challenging. In order to comprehensively respond to bed bugs and other pest related concerns, Toronto Community Housing developed an integrated pest management program in 2007. The program strategies were based on a review of pest biology, best practice research on most effective approaches, and a set of actions that incorporate tenant education. The Pest Management Program was approved by the Board of Directors at its meeting of December, 2007. See Appendix 1. This report provides a general progress update on the implementation of the program. REASONS FOR RECOMMENDATION: The Pest Management Program highlights six key elements comprising Toronto Community Housing s integrated pest management strategy: 1. defining Toronto Community Housing s Integrated Pest Management IPM) approach; 2. supporting staff; 3. supporting tenants; 4. determining contract provisions; 5. record keeping and evaluating program progress; and 6. partnering with companies. Much progress has been made implementing these key elements. The following activities have been completed to date:

Pest Management Program - Update Report: CC:2009-05 Page 3 of 15 1. DefiningToronto Community Housing s IPM Approach ON TRACK Toronto Community Housing s Integrated Pest Management Program IPM) supports the organization s overall focus on sustainability and green culture. The objective of the Integrated Pest Management Program is to reduce reliance on traditional, chemical based treatments and emphasize reduced pests and pesticide use. The program focus is holistic, environmentally focused on approaches inclusive of staff and tenant education, as well as effective, non-chemical treatment. History of Pesticide Use Organophosphate insecticides were the chemicals traditionally used by technicians for insect treatment. These products were produced in different forms and were widely used for in-suite treatment of cockroaches, ants and other crawling insects. At the end of 2002, these pesticides, which included brand names such as Diazinon and Dursban, were removed from the market. Synthetic pyrethroids are currently used by licensed technicians in their treatment of bed bug infestations. Synthetic pyrethroids are synthesized derivatives of naturally occurring pyrethrins taken from the oleoresin extract of dried chrysanthemum flowers. Synthetic pyrethroids have lower toxicity than organophosphate based insecticides and as such, have a lesser effect on bed bug eradication. Combined with the fact that no effective attractant exists to draw bed bugs towards bait, treatment and elimination of bed bugs based solely on the use of pesticides is often ineffective. The IPM Approach Toronto Community Housing recognizes that supporting and sustaining staff and tenant behavioral change can be a more effective and environmentally friendly means of addressing infestations. Promoting procedures such as clutter removal, frequent vacuuming and laundering, high temperature drying for clothes and bedding, and mattress bagging to ensure nesting areas are reduced are proven, non chemical methods for reducing bed bug infestations. Toronto Community Housing also provides, on an ongoing basis: bed bug information preventative and pre-treatment preparation guidelines) in multiple languages; sealing of apartments during the Unit Refurbishment Program to date 6,000 units have been completed), and as part of Seaton House s Bug n Scrub initiative 75 units completed) to prevent migration of pests;

Pest Management Program - Update Report: CC:2009-05 Page 4 of 15 replacement of common area carpeted floors that can harbor bed bugs with solid surfaces that can be cleaned with floor scrubbers. Approximately 12 buildings have been completed with positive response from tenants; replacement of common area upholstered furniture with comfortable and stylish non upholstered chairs and settees; new building finishes that now specify bug resistant furniture and flooring; and steaming, which is an effective, pesticide free method for eradicating bed bugs. To date, Toronto Community Housing has purchased vacuum cleaners and steamers for five developments with identified bed bug concerns. Tenants at these locations are able to borrow the vacuums and steamers for use in their units at no cost. In 2009, several actions will be undertaken to further promote an Integrated Pest Management approach to pest control: 2009 Actions Purchase of vacuum cleaners and steamers for seven pilot buildings and for an additional 26 Toronto Community Housing buildings where infestation rates are greater than 1%. Bug Busters, a tenant produced video outlining facts on bed bugs and how to control them e.g. through high heat laundering, clutter removal), will be prepared for distribution in multiple languages to staff, tenants and community agencies. Toronto Community Housing has ordered 1,800 mattress bags for distribution to tenants at the seven pilot buildings, as well as buildings where infestation rates are greater than 1%. The bags will assist in restricting the spread of bed bugs to sleeping areas, and will be distributed to tenants who request pest treatment. Implementation of a staff bed bug protocol which will clarify roles and create a chain of accountability for bed bug preventative, reactive and support tasks. Increased partnerships with community agencies that support comprehensive, ecologically friendly approaches to pest management e.g. Seaton House, Woodgreen Community Centre).

Pest Management Program - Update Report: CC:2009-05 Page 5 of 15 2. Supporting Staff- ON TRACK Toronto Community Housing recognizes that supporting staff to identify and respond to pest issues is central to the success of the Pest Management Program. The following strides have been taken to support staff in their roles: Unit Inspections Program The annual unit inspections program is one of the key means by which Toronto Community Housing staff proactively identify and monitor building and unit pest infestations. In 2008, the computerized program used by staff for unit inspections was significantly modified, so that more information could be captured related to the condition of units, as well as unit levels of upkeep and infestation. To support staff use of the program, in Q3 2008, all superintendents in direct and contract managed communities were provided comprehensive half day inspections training. Staff were trained on how to identify, as well as record cockroach, bed bug, ant and other pest infestations. Data collected from the 2008 unit inspections is housed in a centralized database, and will be one of the data sources used to monitor the success of the integrated pest management program over its life cycle. Staff Bed Bug Protocols A crucial component to the success of the pest management program is ensuring a comprehensive and timely response to pest infestations. To assist staff to quickly and effectively prevent, as well as respond to bed bug infestations, Toronto Community Housing has developed a list of preventative, reactive and supportive staff protocols. See Appendix 2. The protocols clarify staff e.g. Tenant Services Coordinator, Health Promotion Officer, Community Housing Supervisor and Operating Unit Manager) roles and responsibilities in preventing and responding to bed bug infestations. Also included, are appropriate time lines for each action, as well as staff guidelines for supporting tenants to address their infestations e.g. connecting tenants with community agencies that are able to provide preparation supports for vulnerable tenants). 2009 Actions Staff will be provided workplace coveralls for use when entering infested areas. To prevent the transfer of pests, staff will be provided a cleaning allowance for workplace laundering of uniforms and coveralls. Staff will also be provided access to a locker for storage of their street clothing during office hours.

Pest Management Program - Update Report: CC:2009-05 Page 6 of 15 Staff bed bug protocols will be implemented. Training will be provided for all staff. To address units with significant infestation levels, site staff will receive training on referral of units in need of pest treatment assistance to partnering organizations such as Seaton House and Toronto Public Health. A group of floating superintendents will, on an on-going basis, monitor and follow up units with sustained and identified infestations in order to ensure that pest control issues are effectively resolved. Toronto Community Housing will develop new specifications for pest control contracts that will require contractors to provide building specific two dimensional mapping of all pest issues, as well as proactive responses to emerging and persistent problems at each location. 3. Supporting Tenants ON TRACK Support of tenants is another important component of Toronto Community Housing s pest management program. Tenants are currently supported through Toronto Community Housing partnerships with community agencies, as well as through ongoing education and preventative programs. Community Partnerships In 2008, Toronto Community Housing worked actively with the following community partners in order to increase tenant supports for preparation and management of pest infestations: I. Toronto Public Health Bedbug Pilot Projects) II. Seaton House Bug n Scrub) III. City of Toronto/Toronto Public Health Bedbug Task Group I. Bedbug Pilot Projects in Partnership with Toronto Public Health Toronto Community Housing developed a partnership with Toronto Public Health in 2008. The partnership stemmed from recognition that traditional, pesticide-focused methods of pest control were, on their own, ineffective, without a corresponding change in tenant behaviors. As such, Toronto Community Housing and Toronto Public Health implemented five pilot projects in Toronto Community Housing communities aimed at reducing bed bug infestations through an integrated approach to pest reduction that would have behavioral change as a focus.

Pest Management Program - Update Report: CC:2009-05 Page 7 of 15 The pilot projects were held at five sites, specifically selected to be representative of the diversity of issues i.e. mental health issues, transient populations, etc.) that have contributed to the spread of pests at Toronto Community Housing communities: Pilot 1: Pilot 1 is a high rise community with noted pest infestation concerns. High unit turnover in the building has been a significant contributor to the introduction and access of pests to the building. There are many tenants in this community that have been active in addressing pest issues. Tenants, with staff support, have formed a pest control committee to review and take action against pest infestation. Pilot 2: At this location, Toronto Community Housing has had a history of fruitful collaborations with representatives from Toronto Public Health. Staff from Toronto Public Health have worked to assess and identify vulnerable tenants in need of community resources. Where applicable, tenants have been connected to agency supports to assist them in managing their unit bedbug infestations. Pilot 3: Pest issues are an emerging problem in this centrally located community. As part of the response to this issue, a community health protocol has been drafted i.e. proper disposal of infested furniture, etc.) to deter the spread of pests from one unit to another. Collaboration at this site with Toronto Public Health will assist in supporting some of the more vulnerable tenants in this community to understand and address pest infestations Pilot 4: Pilot 5: This building, located in north Toronto, is a seniors only residence. Though pest infestation is only an emerging issue, factors such as language barriers, age-related mental health issues and limited physical mobility have affected tenant engagement in addressing the building s pest issues. Pilot 5 is a seniors building comprised of 340 units. A number of supportive housing providers are based on site to provide tenant services. This community has been facing bedbug infestation issues for the past few years. Supportive agencies have often been engaged to assist tenants in their preparations.

Pest Management Program - Update Report: CC:2009-05 Page 8 of 15 In efforts to improve the effectiveness of pest treatment at the building, Toronto Community Housing has experimented with a new pest control contractor at this location. The contractor has been very effective, not only in applying pest treatment, but in educating tenants with regards to appropriate preparation and pest management procedures. A significant piece of the tenant education process at this community has been the translation of pest management literature into the multiple languages spoken by tenants. Staff have also developed and distributed pest management protocols to tenants. To prevent the spread of bedbugs, staff and tenants have been diligent in their use of steam cleaners to remove bedbugs. Steam cleaning is an effective, pesticide free method for treating bedbugs that has been embraced by residents of this community. All building common areas are steam cleaned regularly by staff. In addition to this, small steam cleaners are lent to tenants for use in their units. Several tenants, as well, volunteer to steam clean the units of tenants who are unable to carry out their own steam cleaning. Pilot Project Roll Out The Toronto Community Housing Toronto Public Health pilots have emphasized a holistic, integrated approach to pest management inclusive of staff, tenants and community partners. Pilot project roll outs have included the following steps: 1. Staff from Toronto Public Health and Toronto Community Housing distribute surveys to building residents. The surveys request that tenants self-identify if they have pest-related issues. 2. Tenant building meetings are held with staff present from Toronto Community Housing, Toronto Public Health, and other community support agencies such as Seaton House and St. Michael s Hospital. The staff and support team introduce themselves and clarify pilot project roles and objectives. 3. Completed surveys are collected from tenants. Staff develop building-specific pest management plans based on survey results and tenant complaint histories. Tenants in need of medical supports are assisted by Public Health and St. Michael s Hospital staff. To date, pilots have focused on:

Pest Management Program - Update Report: CC:2009-05 Page 9 of 15 development of multi-agency response teams comprising of representatives from organizations such as the Christian Resources Centre, Ontario Disability Support Program, Ontario Works, and Councillors offices; intensive tenant awareness and education programs; engagement and support of tenant animators in pilot buildings; negotiation of resident support programs with agencies such as Streets to Homes and HomeCare who are able to assist tenants in need with unit preparation and/or independent living; creation of free vacuum lending programs; and identification and systematic treatment of all infested units. Pilot Project Learnings The pilots will be evaluated in 2009 following their conclusion. However, there have been several important learnings to date: Contractors can be an important community resource when addressing pest concerns. During the pilots, contractors volunteered time and resources to educate and assist tenants. There has been a marked need for more hands-on services for vulnerable tenants and seniors. Decluttering and unit preparation services e.g. Seaton House Bug n Scrub ) have been very successful in assisting tenants in need to address unit infestations. Tenant animators have been effective in providing tenants with important pest management information. This has been particularly valuable in communities where a large percentage of residents do not speak English as a first language. Dogs trained to detect bed bugs can be used effectively to detect pests in advance of when they are more visible. Tenants with medical or mental health concerns may require community support in order to successfully manage pest infestations. Preliminary findings from the pilots confirm that linkages to mental health resources can be of great assistance. A separate laundry facility for the laundering of tenant possessions would facilitate pest management practices.

Pest Management Program - Update Report: CC:2009-05 Page 10 of 15 II. Partnership with Seaton House Bug n Scrub Initiative) Toronto Community Housing has engaged the services of Seaton Houses Bug n Scrub Program for tenants identified by staff to be in need of such assistance. Bug n Scrub is a work/skills program that employs Seaton House clients at a rate of $12.00 an hour to perform extreme cleaning in apartments that are cluttered and infested with cockroaches and bedbugs. Bug n Scrub program staff provide the following client services: removal of extremely infested possessions e.g. beds, sofas); unit decluttering; laundering of tenant clothing at Seaton House laundry facilities for next day return; caulking/sealing of units to prevent pest migration; and referral of tenants to Public Health officials as per identified need. An additional feature of the Bug n Scrub program is the fact that it has vendor privileges with Ontario Works and Ontario Disability Support Program. As such, Bug n Scrub does not collect fees for service from tenants in receipt of Ontario Works and Ontario Disability Support assistance. Bug n Scrub worked directly at the five Toronto Community Housing Toronto Public Health pilot project sites. The program is focused on assisting tenants with known infestation problems. At the pilot sites, all partners jointly identified additional factors that contribute to pest infestation, such as mental and physical health issues. Seaton House is currently able to prepare 2-3 tenant units per day. To date, 75 Toronto Community Housing households have been assisted in their unit preparations by Seaton House staff. Given the demand for such services, Toronto Community Housing is currently researching providers of similar services, so as to expand extreme cleaning to a larger number of tenants e.g. 15 units prepared per day). Toronto Community Housing s goal is to create opportunities for tenants to gain employment in any extreme clean enterprise, as well as to support tenants to create their own independent extreme clean businesses. III. Toronto Public Health Bedbug Task Group Toronto Community Housing recognizes that bedbugs are not unique to any one location or type of housing but are in fact a city wide issue faced by hotels, businesses and many other community organizations. In order to pool resources and address the

Pest Management Program - Update Report: CC:2009-05 Page 11 of 15 city of Toronto s bedbug issues collectively, Toronto Community Housing joined a broad-based neighbourhood coalition against bedbugs led by Toronto Public Health. The Toronto Public Health bedbug task group has met regularly since January, 2008. The task group s membership comprises of community agencies, industry experts, representatives from Toronto Public Health, Municipal Licensing & Standards, homeless shelters, City of Toronto Housing & Support, City Council, as well as Toronto Community Housing. In 2008, the task group worked to provide clear guidelines and recommendations for the development of a comprehensive city of Toronto bedbug management strategy. The work of the group is intended to be transparent, as well as inclusive of all stakeholders. It will incorporate an integrated pest management approach and will build on the successes of agencies and other stakeholders with experience in addressing bedbugs. Six subcommittees, featuring representatives from the larger bedbug task group, were formed to review and research key areas pertaining to bedbug infestations in order to advise the work of larger group. Toronto Community Housing staff sit on the Bedbug Action Steering Committee, mandated to: review bedbug prevention and treatment methods; provide direction and guidance to the five other subcommittees; review all subcommittee reports and recommendations prior to their presentation to the larger group; coordinate all activities; develop community based communication and education strategies; and determine arising issues or emerging trends that require response. Toronto Community Housing staff also sit on the Education and Outreach, Tracking and Monitoring and Bedbug Control Issues Committees. 2009 Actions Train tenant animators to assist with pest control education and connection of tenants with community supports. Work with the City of Toronto to find a host for unit preparation programs similar to Seaton House s Bug n Scrub initiative. Part of the host requirement would be employment of Toronto Community Housing tenants. Develop individualized building action plans based upon rate of infestation and local conditions for buildings targeted. These plans will apply the lessons learned to date from the pilot projects.

Pest Management Program - Update Report: CC:2009-05 Page 12 of 15 4. Determining Contract Provisions ON TRACK Following a 2008 review, Toronto Community Housing has decided to discontinue the practice of having all pest treatments coordinated through Housing Services Inc. Toronto Community Housing originally intended contract companies to shoulder the tenant interaction and steam cleaning processes associated with building pest control. Since the introduction of Bug n Scrub and other community partners as first line support for pest infestation issues, the need for contract company services has been significantly reduced. From 2009, Toronto Community Housing will focus on chemical free services and behavioral change as its primary approaches to pest control. Toronto Community Housing will, however, develop and tender new specifications for pest control services to ensure that any contractors used by the organization provide high standards of service and accountability. Contractors will be assessed on their overall performance, which will be taken into consideration when Toronto Community Housing reviews future contract renewals or service opportunities. 2009 Actions Toronto Community Housing will develop and tender new specifications for pest control services. The specifications will include a requirement that contractors provide staff with regular reports identifying the extent of pest infestations in a given location, as well as a treatment plan. In one community, Toronto Community Housing will pilot a requirement that contractors provide staff with two dimensional mappings of building locations) where pests were identified and treated. The building mappings will further assist staff to monitor and proactively address locations in a building where pests are an emerging concern. As part of the new pest control specifications, contractors will be held to account for the quality of treatment provided. Specifications will stipulate a minimum effectiveness criteria e.g. no return incidence of pests in a unit for xx months) that all contractors will be required to meet, as a condition of their contracts.

Pest Management Program - Update Report: CC:2009-05 Page 13 of 15 5. Record Keeping and Evaluating Program Progress- ON TRACK All pest-related complaints and service requests received by Toronto Community Housing are recorded in the EasyTrac service management system. Staff are able to identify, through the data collected from Easytrac, areas with significant or emerging pest control issues. These areas are monitored and, where applicable, building specific action plans are drafted in collaboration with tenants and community partners to prevent spread of infestation. In 2008, Toronto Community Housing treated over 3,100 homes for bed bugs. The aggregate cost of pest control treatments in 2008 totaled $1.3 million dollars. Distribution of pest control treatments across communities was as follows. Also included in Appendix 3: The data collected indicates that the incidence of bed bugs is not limited to any particular geographic area, though there seem to be higher concentrations of bed bugs in the downtown core. The data also shows a greater number of bed bug reports in communities with large populations of single residents lacking family and social supports. 2009 Actions Continued monitoring of significantly infested and emerging bed bug infested areas identified through EasyTrac data. Draft of development specific action plans for areas where there is a significant and sustained bed bug problem. 6. Partnering with Companies ON TRACK It is Toronto Community Housing s goal that the pest management program, with its emphasis on extreme cleaning and preventative measures, significantly decreases severe infestation, and subsequently the need for tenants to dispose of their furniture. In cases of extreme infestation, private donors such as Sleep Country and The Brick are able to provide gently used mattresses to tenants in need. Additionally, tenants on Ontario Works or Ontario Disability Support Programs are able to access $799 dollars in start up funds, if their units are infested, for extreme cleaning and furniture replacement. Staff and community partners continue, however, to reduce the need for furniture disposal through preventative measures, steam cleaning and other such measures.

Pest Management Program - Update Report: CC:2009-05 Page 14 of 15 CONSULTATION PROCESS: N/A CONCLUSION: The implementation of Toronto Community Housing s Pest Management Program has focused on important success criterion such as education, prevention and support. Partnerships developed by Toronto Community Housing with community agencies such as Toronto Public Health and Seaton House, have given the Pest Management Program significant momentum and increased service provision capabilities. Toronto Community Housing expects to expand on current partnerships and foster new collaborations with organizations such as Woodgreen Community Centre and the Structured Pest Agency. The inclusive and collaborative nature of Toronto Community Housing s Pest Management Program, which features support from tenants, staff and other internal and external stakeholders will ensure its relevancy, and allow ongoing opportunities for evaluation and feedback on program implementation. FINANCIAL IMPLICATIONS: Table 1.1 provides a break down of 2009 projected costs: Table 1.1 2009 Pest Management Program Projected Costs QUANTITY ITEM UNIT COST TOTAL COST 2,000 Vinyl Mattress Bags $15 $30,000 100 Canister Vacuums $50 $50,000 100 Steamers $120 $120,000 500 Extreme Clean Operations $750 *$375,000 Educational material/ $30,000 $30,000 Translation/Interpretation Small Business Training for $20,000 $20,000 Extreme Clean Tenant Run Business 500 Allowance for Staff Uniform tbd tbd Laundering 1,000 Staff Coveralls $38 two per person) $38,000 $663,000 * Ontario Works and ODSP to pay 50% of costs

Pest Management Program - Update Report: CC:2009-05 Page 15 of 15 Funding for the program has been included in the 2009 Operating Budget. There are no additional funding requirements anticipated. LEGAL IMPLICATIONS: N/A COMMUNICATION IMPLICATIONS: A communications plan has been drafted to ensure communication of Toronto Community Housing bed bug management strategies to staff, as well as other stakeholders Derek Ballantyne Chief Executive Officer Attachments: 1: 2: 3: Pest Management Program, Staff Report November 2007 Staff Bed Bug Protocols Geographical Analysis of 2008 Bed Bug Treatment Staff Contacts: Keiko Nakamura... 416-981-4357 Chief Operating Officer..keiko.nakamura@torontohousing.ca Steve Floros... 416-981-4399 Director, Community Housing...steve.floros@torontohousing.ca

APPENDIX 1 Item 11 December 14, 2007 Pest Management Program BOARD OF DIRECTORS To: Board of Directors Report: TCHC:2007-184 From: City Building Committee Date: November 16, 2007 Page 1 of 12 PURPOSE: To provide the Board of Directors with an overview of a proposed Toronto Community Housing strategy for improved pest management. RECOMMENDATION: It is recommended that the Board of Directors receive the report for information. CITY BUILDING COMMITTEE COMMENTS: At its meeting on November 16, the City Building Committee received the report and recommended it be forwarded to the Board of Directors for information. BACKGROUND: Toronto Community Housing tenants have identified pest problems as a major issue impacting tenant satisfaction and enjoyment of their premises. In 2006, 30,000 work orders were issued for pest related complaints while spending approximately $1 million on pest control measures. Experience shows that current treatment methods are not effective unless complemented with changes in staff and tenant behaviors. An integrated pest management program IPM) will be adopted that supports a preventive approach focusing on the environment, early reporting and improved housekeeping and building management practices. This initiative reflects the Community Management Plan commitment to address issues of pest infestation in Toronto Community Housing Buildings: Good State of Repair Maintenance Improvement Program). The strategies in this report are based upon a review of pest biology, best practice research on most effective approaches, and a set of actions that incorporate an IPM Program, a tenant education program, and performance based pest control contracts that seek to reduce pest related complaints by 40% over three years. This is a modest

Pest Management Program Report: TCHC:2007-184 Page 2 of 12 goal, which could be exceeded with dramatic improvements by ambitious, proactive IPM strategies that are very clearly delineated in the IPM chain of accountability concept. REASON FOR RECOMMENDATION: Toronto Community Housing has been using two approaches: treatment on demand, and an IPM approach managed by Housing Services Incorporated in some Community Housing Units. Pesticides alone often prove to be a temporary solution, resulting in repeated treatments that fail to address the root cause of the problem, meaning eliminating the conditions pests need to survive: food, water and a place to hide. Eliminating the conditions that make a building an attractive home for pests is the first key step to controlling a pest problem. This also will minimize the need for repeated applications of pesticides. The most frequently occurring pests in Toronto Community Housing are the German cockroach, house mouse, and bedbugs. The German cockroach remains the most successful pest species in structures worldwide. While low toxicity gel bait pesticides had helped reduce both infestation and also the use of residual insecticides, there have been problems with immunity. Mice can invade high rise structures but are especially troubling in row/townhouse complexes. Mice are mostly nocturnal, so they are not likely to be seen unless the infestation is severe. Mice often leave a trail in kitchen cabinets, drawers, and any other place they may have gone in search of food. They travel between units only requiring ¼ inch of access through small holes in walls and floors, vents, and along pipes. They also reproduce in a rapid fashion. Bed bugs have had an explosive increase in frequency during the last 6 years across North America and other parts of the world affecting landlords, hotels, student residences, hostels, and shelters. The main concentrations of bedbug infestations within Toronto Community Housing has been in the downtown core, particularly Community Housing Unit's 12, 13, 14 and 27. There is also a high concentration in some buildings in Community Housing Unit 5. Infestations of bedbugs, however, have been found in all Community Housing Units, therefore good practices are urgent to limit and prevent further spread of infestation. Proper preparation for treatment of bedbugs is an extensive detailed undertaking. This is especially difficult for seniors due to the physical effort, and is exacerbated when a unit is very cluttered. As bedbugs can hide almost anywhere, this makes control difficult if preparation is not performed properly. The metric used to determine the extent of infestations is measured activity at the Community Housing Unit units treated) as well as frequency of treatments in units. In

Pest Management Program Report: TCHC:2007-184 Page 3 of 12 addition, standard data collection at treatment that characterizes both extent of infestation as well as related factors housekeeping, preparation) are tracked. Toronto Community Housing s experience indicates an effective pest control program requires a balance between professional pest control services and tenant/staff education/participation as well as oversight to ensure IPM principles are in effect. The tenant education component and appropriate support are just as important as the treatment itself. A Chain of Accountability approach where all stakeholders hold a clear responsibility for their role in pest management has shown to be most effective in pest management. Current Issues Pest control management is a key concern for staff and tenants. Issues have been raised by both groups that have impacted Toronto Community Housing s ability to control pest problems: 1. Staff Need to be Better Informed and More Proactive Increasing staff understanding of pest biology and proliferation is a key focus of Toronto Community Housing s pest management program. Lack of staff attentiveness to individual pest complaints can generate the spread of infestations throughout the building. Staff do not connect other activities to control pests, i.e., waste management practices, sealing of cracks and holes to prevent mice migration. When a unit is identified for treatment, staff and contractors do not consistently inspect adjacent units for spreading. Due to budgetary constraints, some staff purchase the cheapest services but the quality of service is not maintained. 2. Tenant Behavioral Changes and Related Issues Tenants will pick up used furniture or mattresses from waste bins that have been infected from the previous owner. Poor housekeeping by tenants influence pest occurrence. Hoarding is a major factor in both focal infested unit issues and fire safety. Pests are transported through cardboard boxes, e.g., grocery shopping or delivery services. Some tenants do not complain of pests within their units and a unit problem can go unnoticed by staff until a unit inspection or other another workorder is being addressed in the unit. Unit preparation requirements for pest treatments are onerous and may not be followed by tenants. This minimizes the effectiveness of treatment.

Pest Management Program Report: TCHC:2007-184 Page 4 of 12 Since the preparation can be difficult for those with mobility or mental health issues, treatments cannot be carried out as planned, or reinfestation occurs shortly thereafter. 3. Using Only Qualified Reputable Contractors Currently, not all contractors employed to treat pest infestations are prequalified by Toronto Community Housing. This has resulted in reduced accountability and a lack of clarity with regards to contractor expectations and outcomes. Toronto Community Housing recognizes that a more flexible response to tenant treatment requests is necessary in order to increase the effectiveness of pest control. At present, after a request for pest control is received from a tenant, treatment is arranged by Housing Services Inc, per a fixed delivery schedule. Tenants who request pest control after a scheduled treatment date could wait several days before their units are treated. The Program Toronto Community Housing will implement a proactive, holistic approach to pest control. The end result will be sustainable and environmentally safe processes focused on reducing pests and overall pesticide usage, with reliance on data collection from a variety of sources including the annual unit inspection information as a basis for preemptive action to deal with pest infestations before they escalate and spread. The annual Unit Inspection Program enables identification of obvious infestations. This can be improved by inspectors being trained to look for specific indications. This is an added benefit to the annual unit inspection and can be accomplished within a very short timeframe. Tenant surveys targeting pest control are an additional approach that emphasizes tenant feedback and provides excellent information to enable planned cost-effective treatments. All Community Housing Units will adopt an Integrated Pest Management IPM) approach. IPM uses a variety of methods to control pests. Chemical pesticides are part of the IPM Program however, considerable efforts is also put towards preventing pest problems by controlling condition which may attract and support pests. IPM focuses mainly on eliminating or reducing sources of food, water, harborage that are available to pests, and limiting pest access into and throughout buildings. Control measures such as waste management, and building maintenance are strong elements of a structural IPM Program. The success of such a program requires the collaborative efforts of everyone involved in the management and maintenance of a building including building staff, contractors, and tenants. Education and cooperation are necessary parts of the IPM Program.

Pest Management Program Report: TCHC:2007-184 Page 5 of 12 Benefits of IPM IPM has been proven in a number of settings to draw upon the following benefits: Better Pest Control Effectively applied, IPM programs have shown to provide better results and last longer than traditional pest control. The approach is proactive, not reactive. The program improves detection of a potential pest problem before it s a major problem. A Safer and Healthier Building Both pests and pesticides pose health concerns for building occupants. IPM is being recognized by many experts as the best means to control pests effectively, while using the least amount of pesticide necessary. Lower Costs IPM programs result in lower costs than traditional pest control programs. Some pest control costs may rise initially when certain aspects of an IPM program are put into place. Over time however, these costs usually balance out in terms of savings in pest control, or other budgets. There is less of a need for full-building pest control treatments and tenants disruption is minimized. Better Public and Tenant Relations IPM is a proactive method of controlling pests which demonstrates that building management is environmentally conscious and is concerned about the health of tenants. The Chain of Accountability identifies roles and responsibilities of tenants, staff, managers and service providers. The Program will focus upon tenant and staff communication and education, preventive maintenance, intensive follow up and marshalling of resources to assist with ancillary duties that increase the effectiveness of the Integrated Pest Management Program. Diagram Source: Housing Services Inc.)

Pest Management Program Report: TCHC:2007-184 Page 6 of 12 Toronto Community Housing s IPM Program will include the following components: 1. Define Toronto Community Housing s IPM approach. In accordance with Toronto Community Housing s green culture, this Program will have the goal of reduction of pesticide use as one of the primary IPM objectives. The proposed processes will be focused on education of staff and tenants in prevention as well as ensuring sound IPM principles. Because IPM relies on a variety of techniques to control pests rather than relying exclusively on the use of pesticides, it can reduce health and ecological risks associated with

Pest Management Program Report: TCHC:2007-184 Page 7 of 12 the use of potentially toxic chemicals. The goal of IPM is to reduce exposure to both pests and pesticides. 2. Supporting staff. In 2006, approximately 2% of households were found to have obvious housekeeping and/or infestation issues during the annual Unit Inspection Program. As noted above, this program will be enhanced to improve detection of the most common infestations, namely those of cockroaches, mice, and bedbugs. This year the Unit Inspection Program was modified to automatically generate letters to tenants and to trigger appropriate actions, including staff intervention and identification of units as focal infested units in order that future inspections can address this issue from a preventive perspective. A central part of the education process will be the training of staff to support aging tenants, as well as tenants with mental health issues to understand and fulfill their responsibilities with regards to pest management. Due to the pattern of tenants who have recurring pest infestation incidents, the success of an IPM Program will be also be dependent upon the Mental Health Framework that is currently under development to help address mental health and isolation issues that impact a tenant s ability to prepare for treatment and follow up. Planned treatment such as entire floors, block or entire building is based on assessment of infestation levels through review of frequency of service requests, pertinent data collection, tenant surveys and especially identification of focal units. In the case of bed bugs, a block of units around the focal unit should be treated to contain the spread. This necessitates a clear methodology such as adjacent unit inspections. An IPM approach precludes full building treatment as a reactive response without reasonable prior assessment whether for preventive or control purposes. This is one of the cornerstones of IPM practice. Staff has identified strategies to address problem areas in order to best manage treatment rather than a reactive blanket treatment of all units when this may not be necessary. These strategies are: focal unit tracking/reporting/action; common area inspections/recommendations with emphasis on preventive measures; unit inspection tracking, including notation of housekeeping practices; prevention through design e.g. kitchen cupboard installations); specific preventive measures during refurbishment and/or move out unit preparation; adjacent unit inspections especially for bed bug control; and use of low or no pesticide methods whenever possible such as, vacuuming, use of low toxicity products when possible bait for cockroaches), etc.

Pest Management Program Report: TCHC:2007-184 Page 8 of 12 3. Supporting tenants. Tenant education is a very important component to encourage prevention by good housekeeping/sanitation practices, and appropriate early treatment when infestation is found. For example, tenants are encouraged to report any infestation whether found in their own homes or in a hallway or garbage chute room so that appropriate control measures are arranged. While it is preferred that tenants report infestations for professional treatment, tenant education also focuses on safe pesticide usage, and discouraging repetitive treatments by tenants that are ineffective in most cases. Toronto Community Housing will develop and implement an education program for tenants and stakeholders that will feature tenant IPM facilitators who will be trained by Housing Services Inc. to provide support in their own communities working with tenants, staff, and pest contractors In order to respond to those tenants who may need assistance preparing their units for treatments, Toronto Community Housing will form partnerships with community agencies who can offer cleaning/decluttering services for a modest fee. Furthermore, a community economic development opportunity will also be explored to assist tenants in preparing and managing pest infestations. New behavior patterns may be more effectively reinforced in tenants, if the behaviors are advocated by their peers. This initiative will also offer tenants gainful employment. 4. Determine contract provisions. Toronto Community Housing will use Housing Services Inc. to implement an IPM Program and to pre-qualify pest control service providers based upon specifications that outline an IPM approach. While implementation of the Program is a Community Housing Unit undertaking, it is essential that standards of practice are consistent, and that the IPM data is managed centrally. This is especially critical to limit spread of infestation of bedbugs between buildings and between Community Housing Units. This is also central to good contract administration and partnerships with contractors in providing best practices to solve and prevent pest problems. The use of this approach with contractors defines common goals shared by the contractor and Toronto Community Housing.

Pest Management Program Report: TCHC:2007-184 Page 9 of 12 Under the auspices of the Pest Management Program, a request for proposal will be issued that will include specifications regarding: the type of products to be used by contractors during treatment; performance monitoring; contractor expectations adherence to the Integrated Pest Management Program, etc.); and contractor incentives for sustained results and provision of additional support and education to tenants. Toronto Community Housing s pest management program will include the development of an improved pest treatment process focused on providing treatment on a more flexible, priority basis. 5. Record keeping and evaluating program progress. Data collection and analysis will provide continuous monitoring of the efficacy of the Program and will identify addresses where emerging pest issues occur, so that follow up treatment can be actioned before pest infestations reach serious levels. The successful management of pest problems in multi-dwelling structures is to a large degree the management of a relational problem that is the relation of many dwelling units to one another. The practices or unreported infestation in one unit will likely have an effect on other units. Good management of information about pest problems in housing is absolutely essential as an IPM practice. It provides a history of problems, of frequencies of service requests both in the building and in individual units, and when properly managed, it enables good control strategies and outcomes. Monitoring of relative pest population levels, building conditions and other factors that might influence the successful management of pest problems will form part of the IPM Program. Information gained through monitoring is critical for determining whether control measures chemical or otherwise are necessary. 6. Partnerships with companies, Toronto Community Housing will explore the possibility of partnering with companies such as Goodwill, that could provide or assist tenants in procuring furniture to replace items damaged by pests in their units, or products that could help support better housekeeping methods. Timelines: Milestone #1 Q4 2007: Work plan Developed Pest biology and Integrated Pest Management Program studied. 2006 pest control costs examined.

Pest Management Program Report: TCHC:2007-184 Page 10 of 12 Modify unit refurbishment specifications that include sealing apartment cracks to prevent pest migration in the most vulnerable areas: kitchen and bathrooms, during construction. Milestone #2 Q1 2008: Prepare Integrated Pest Management Specifications and Tender Research with Housing Services Inc. and prepare tender for multiple contractors. Milestone #3 - Q2 2008: Draft Protocols Developed Draft referral protocols that will enable Toronto Community Housing to work with community based organizations to provide supportive services to tenants with mental, cognitive and/or physical disabilities. This will be an extension of the protocols being developed under the Mental Health Strategy and the timing coincides with that initiative. Staff training program developed and implemented. Tenant animators to act as building catalysts for pest eradication to be trained and supported. Investigate feasibility of tenant CED opportunity. Draft communications plan developed. CONCLUSION: This report outlines the approach Toronto Community Housing will adopt to implement an IPM in all communities. Toronto Community Housing will work with Housing Services Inc. to undertake the most appropriate and effective response to pest infestation utilizing the principles of IPM with emphasis on the chain of accountability. As IPM decisions of treatment are based on good information regarding both specific cases and overall extent of infestation, emphasis will be focused on preventive measures by staff and by tenants. Along with unit specific information, and tenant pest control satisfaction surveys, the annual Unit Inspection Program will enable progressive actions to significantly reduce the incidence of pest infestations in Toronto Community Housing while ensuring that pesticide usage is minimized and well managed. The quality of services shall be ensured by prequalification of pest control contractors as well as measures of performance detailed in the IPM specifications as the standard for all Toronto Community Housing communities. FINANCIAL IMPLICATIONS: The current operating budget includes $1 million for contractor pest control services. An investment of $200,000 has been allocated in the current 2007 operating budget for the implementation of the following components of the Integrated Pest Management Program:

Pest Management Program Report: TCHC:2007-184 Page 11 of 12 - Program management and effectiveness service agreement $130,000 - Staff training program $30,000 - Tenant training programs at 30 Toronto Community Housing $40,000 Buildings most problematic buildings based on experience to date) In addition, start up funds for the development and implementation of a community economic tenant business opportunity will be explored in 2008. A cost to support this work of $200,000 has been estimated and will be included in the 2008 Investment Plan pending budgetary approval. COMMUNICATIONS IMPLICATIONS: N/A LEGAL IMPLICATIONS: N/A CONSULTATION: Central to the Program will be a consultation process that will include input from tenants, staff, community partners, mental health services and supportive housing providers, as well as other external stakeholders. It is anticipated that consultations will take place in Q1 2008. Extensive consultation will take place to inform tenants, staff and other stakeholders about the Integrated Pest Management Program and to utilize feedback to enhance and improve the Program. Toronto Community Housing will also seek and train tenant IPM facilitators in buildings to champion the IPM approach, help educate tenants, provide support in preparation and promote a pest free community. Derek Ballantyne Chief Executive Officer

Pest Management Program Report: TCHC:2007-184 Page 12 of 12 Staff Contacts: Keiko Nakamura... 416-981-4355 Chief Operating Officer keiko.nakamura@torontohousing.ca Steve Floros... 416-981-4399 Director, Property Management steve.floros@torontohousing.ca

APPENDIX 2 Bed Bug Protocol January 2009 Summary of Protocol This protocol provides guidelines to Toronto Community Housing staff for treating units infested with bed bugs as well as supporting tenants in ensuring that reinfestation does not occur. The protocol outlines the staff roles and responsibilities as well as guidelines on how to proceed once a unit has been identified as needing pest control intervention. Introduction The bed bug is currently the most problematic pest found in Toronto Community Housing properties. Across Toronto and North America, there has been an explosive growth in bed bug incidents since 2002. In order to comprehensively respond to bed bugs and other pest related concerns, Toronto Community Housing developed an integrated Pest Management Program in 2007. The program strategies were based on a review of pest biology, best practice research on most effective approaches, and a set of actions that incorporate tenant education and an integrated Pest Management Program. Purpose of the Protocol The purpose of the protocol is to provide guidance and clarification on staff roles and responsibilities in supporting tenants in addressing bed bug infestations in their units. The protocol outlines: - staff roles - prevention work - reactive measures - tenant support 1

Staff Roles Operating Unit Manager The Operating Unit Manager will support the building teams by monitoring the infestation and treatment rates. S/he will also work with the Health Promotion Officer in monitoring the progress on supporting tenants who are not compliant with unit preparation for pest control. Community Housing Supervisor The Community Housing Supervisor works with the Superintendent to ensure that all the processes for unit preparation, pest control scheduling and block treatments are followed. Tenant Service Coordinator The Tenant Service Coordinator works with the Health Promotion Officer to support non compliant tenants by providing them with when necessary) N5 letters. Health Promotion Officer The Health Promotion Officer provides tenants who can not prepare their units for pest control with support either through coordinating with family, or referring to a community agency who can support the tenant with unit preparation. The health promotion officer will also work with tenants who have been served with an N5 to ensure that they are able to keep their housing and prepare their units for pest control treatment. Building Superintendent The Building superintendent is primarily responsible for annual unit inspections, serving tenants with notices regarding unit preparation, providing tenants with materials and supplies to prepare their units for pest control treatment. The building superintendent is also responsible for ensuring that all common areas are pest free and to track and report all infestations through EasyTrac. 2

PREVENTION WORK The building teams are primarily responsible for ongoing prevention work. Each of the building team member responsibilities are outlined below: SUPERINTENDENT Inspect all common areas for bedbugs e.g. lobbies, laundry rooms, hallways, etc.) Move all curb side furniture to the enclosed bulk garbage room Close bulk enclosure areas in order to discourage tenants from picking up infested furniture To prevent migration of bed bugs, caulk cracks, baseboards and openings around plumbing and electrical fixtures during unit turnaround When replacing floors in common areas, replace carpeting with solid surface floors Inspect all units on an annual or more frequent basis Provide tenant translated into community appropriate languages) communications letters, posters, etc.) regarding levels of bed bug infestations in buildings As per unit inspections results, send letters to households identified as having pest infestations. The letters should advise tenants that they have an infestation and that treatment will be scheduled for them. Ensure that letters are translated into appropriate language. Follow up with tenants identified as having pest infestations to ensure that they are addressing their infestations. Slash all infested furniture that has been disposed of to prevent tenants from bringing them back into the building. Label the furniture INFESTED Refer any tenants in need of support to Health Promotion Officer Daily Weekly Ongoing As needed As needed Annually Monthly in buildings where there is a pest infestation problem Immediately after unit inspections process One month after treatment Ongoing Immediately after notification letter has been sent to tenant. 3

COMMUNITY HOUSING SUPERVISOR Monitor and support the building team in all prevention work Ensure that all education materials are updated As needed HEALTH PROMOTION OFFICER Work with the Superintendent to follow up with households identified as having pest infestations who are not addressing their infestation e.g. tenants are uncooperative, are unable to prepare their units independently, have mental health issues, etc.) Connect the tenants needing support to the appropriate community agency Five business days after letters are given to tenants As needed OPERATING UNIT MANAGER Ensure that language specific bed bug education materials are available for tenants and that information sessions are held in buildings Replace upholstered furniture in common areas with comfortable wooden, metal and plastic seating Monitor levels of pest infestations through building walkthroughs, analysis of EasyTrac requests for pest treatments, etc. On an ongoing basis in buildings with 2% infestation rates As required Monthly 4

REACTIVE MEASURES TO TREAT BED BUGS Once an infestation in a unit has been reported, there are a series of actions that need to be taken by the building team to ensure that the unit and surrounding units are treated effectively. SUPERINTENDENT If units are infested, give tenants advice and educational materials on how to prepare their units before treatment ensure that language appropriate tools are provided, either interpreters or translated information) Inspect units above, below and next to locations where there have been reported infestations Assess tenants' ability to prepare for treatments. Refer tenants who are unable to prepare their units to HPO for referral support Schedule treatment of infested areas as soon as possible Give tenants at least 5 days including a weekend to prepare their units before treatment). Inform tenants that vacuums and steamers are available for their use to prepare their units. Demonstrate usage and provide information material to guide tenants. Provide heavy duty bags to tenants for storing their clothing and bedding. Inform tenant that clothing and bedding should be bagged and sealed for at least three weeks following treatment. Provide tenants with vinyl mattress covers that prevent bed bugs from entering mattresses Loan building steamers and canister vacuums to tenants for their unit preparations. Ensure that they are returned. Ensure that contents of vacuum are emptied after each use, double bagged, and thrown away outside the building When performing block treatments, notify tenants whose units are to be treated. To prevent migration of bed bugs, caulk cracks, baseboards and openings around plumbing and electrical fixtures during unit turnaround Perform a pre-treatment inspection of all infested units to ensure that units have been properly prepared e.g. units have been decluttered, clothing and bedding has been bagged, washed, dried, etc.) If unit is not prepared, ensure that the Health promotion officer is notified to ensure that appropriate supports are in place to assist the tenant in preparing the unit. Schedule the next unit treatment for two weeks later. Notify the tenant and ensure that they prepare the unit. Within 24 hours Within 24 hours Within 24 hours Within 24 hours Within 24 hours Within 24 hours On an as needed basis Within 24 hours 2 days before scheduled treatment On an as needed basis On 1 st treatment day 5

COMMUNITY HOUSING SUPERVISOR The Community Housing Supervisor monitors all unit treatment processes and supervises block treatments Schedule treatment of infested units by a reputable pest treatment company, Consider customizing the treatment plan depending on infestation levels e.g. "block treatments") Ensure that tenants are notified of block treatment process. Ensure that bed bug education materials are available for tenants and that information sessions are held in buildings On an as needed basis Within 24 hours Ongoing OPERATING UNIT MANAGER Ensure that bed bug education materials are available for tenants and that information sessions are held in buildings Monitor success rates of unit preparation/pest treatment through analysis of EasyTrac records, etc. On an ongoing basis Monthly HEALTH PROMOTION OFFICER Ensure that family or community supports are in place for tenants who cannot prepare their units. Develop a strategy to ensure housekeeping behavior change. On an ongoing basis 6

TENANT SUPPORT Having one s home infested with bed bugs has a traumatic effect on many tenants. There is considerable stigma associated with having bed bugs. Both prevention and treatment require staff to ensure that tenants needs are met with sensitivity and that their issues are resolved as smoothly as possible. With regard to tenant support during a unit infestation and treatment process, the Health Promotion Officer plays a critical role in supporting tenants through the unit treatment process. The goal is to ensure that the tenant continues to stay housed and that steps can be taken to prevent reinfestation of their units. SUPERINTENDENT Contacts Tenant Services Coordinator and Health Promotion officer to assess and determine supports needed for tenant support Within 24 hours of non compliance TENANT SERVICES COORDINATOR Prepare N5 notice of eviction) for tenants who are not complying with unit preparation for treatment. Ensure that the tenant understands why the N5 is being issued. Ensure that a cover letter in their language of origin gives the appropriate information of where they can get help in their language e.g. legal clinic) Within 24 hours of non compliance HEALTH PROMOTION OFFICER Contact relatives of vulnerable tenants to find out if they are able to help tenants with unit preparations Contact and request assistance from community agencies that provide preparation supports for vulnerable tenants e.g. Fred Victor Centre, Bug N' Scrub, Salvation Army) Contact Public Health to investigate and/or issue a Public Health Order to tenants if there are mental health concerns/pattern of refusing entry for treatment Within 24 hours Within 5 business days Within 5 business days Coordinate N5 delivery with Tenant Services Coordinator Within 5 business days Report back to OUM regarding success rates/ number of Monthly outstanding units with vulnerable and/or problem tenants OPERATING UNIT MANAGER Monitors the number of vulnerable tenants supported through the HPO, as well as monitoring the use of the N5. Monthly 7

Appendix 2B Bed Bug Management PREVENTATIVE MEASURES SUMMARY TASK RESPONSIBLE TIMELINE SUPER HPO CHS OUM Inspect all common areas for bedbugs e.g. lobbies, laundry rooms, hallways, etc.) Inspect units above, below and next to locations where there have been infestations Vacuum common area carpets. If available, vacuum carpets with steam cleaner set on high setting) Close bulk enclosure areas in order to discourage tenants from picking up infested furniture Provide bags that tenants can use for disposing furniture. The bags should be labelled "INFESTED". To prevent migration of bed bugs, caulk cracks, baseboards and openings around plumbing and electrical fixtures during unit turnaround When replacing floors in common areas, replace carpeting with solid surface floors to monitor Daily to monitor Within 24 hours after infestation has been identified to monitor Weekly to monitor Ongoing to monitor As required to monitor Within unit turnaround time to monitor As required Replace upholstered furniture in common areas with comfortable wooden, metal and plastic seating As required Provide tenant communications letters, posters, etc.) regarding levels of bed bug infestations in buildings to monitor Monthly in buildings where there is a pest infestation problem Ensure that bed bug education materials are available for tenants and that information sessions are held in buildings On an ongoing basis in buildings where there is a pest infestation problem

Inspect all units on an annual or more frequent basis As per unit inspections results, send letters to households identified as having pest infestations.the letters should advise tenants that they have an infestation and that treatment will be scheduled for them Follow up with tenants identified as having pest infestations to ensure that they are addressing their infestations. Refer any problem tenants/tenants in need of support to HPO Follow up with households identified as having pest infestations who are not addressing their infestation e.g. tenants are uncooperative, are unable to prepare their units independently, have mental health issues, etc.) to monitor to monitor to monitor Annually or more often as required Immediately after unit inspections process Five business days after letters are given to tenants On an as required basis Monitor levels of pest infestations through building walkthroughs, analysis of EasyTrac requests for pest treatments, etc. Monthly

Bed Bug Management REACTIVE MEASURES SUMMARY TASK RESPONSIBLE TIMELINE SUPER HPO CHS OUM Inspect a unit or common area where a bed bug infestation has been reported. If units are infested, give tenants advice and educational materials on how to prepare their units before treatment Visit areas above, below and adjacent to a unit or common area where a bed bug infestation has been reported. If units are infested, give tenants advice and educational materials on how to prepare their units before treatment Schedule treatment of infested areas as soon as possible Give tenants at least 5 days to prepare their units before treatment) to monitor Within 24 hours to monitor Within 24 hours to monitor Within 24 hours Schedule treatment of infested units by a reputable pest treatment company, Consider customizing the treatment plan depending on infestation levels e.g. "block treatments") Within 24 hours Assess tenants' ability to prepare for treatments. Refer tenants who are unable to prepare their units to HPO Within 24 hours Provide heavy duty bags to tenants of infested units for storing their clothing and bedding. Clothing and bedding should be bagged for at least three weeks following treatment. Within 24 hours Provide tenants of infested units with vinyl mattress covers that prevent bed bugs from entering mattresses Within 24 hours Loan building steamers and canister vacuums to tenants for their unit preparations. Ensure that they are returned. Ensure that contents of vacuum are emptied after each use, double bagged, and thrown away outside the building Perform a pre-treatment inspection of all infested units to ensure that units have been properly prepared e.g. units have been decluttered, clothing and bedding has been bagged, washed, dried, etc.) to monitor On an as needed basis 2 days before scheduled treatment of unit

Ensure that bed bug education materials are available for tenants and that information sessions are held in buildings On an ongoing basis in buildings where there is a pest infestation problem Monitor success rates of unit preparation/pest treatment through analysis of EasyTrac records, etc. Monthly

Bed Bug Management TENANT SUPPORT SUMMARY TASK RESPONSIBLE TIMELINE TSC HPO CHS OUM Contact relatives of vulnerable tenants to find out if they are able to help tenants with unit preparations Within 24 hours Contact and request assistance from community agencies that provide preparation supports for vulnerable tenants e.g. Extreme Clean, Fred Victor Centre, Bug N'Scrub, Salvation Army) Contact Public Health to investigate and/or issue a Public Health Order to tenants if there are mental health concerns/pattern of refusing entry for treatment Within 5 business days Within 5 business days Prepare N5s for tenants who are not complying with bed bug treatment Report back to OUM regarding success rates/ number of outstanding units with vulnerable and/or problem tenants Monthly

Geographical Analysis of 2008 Bed Bug Treatment Rouge Rouge Rouge Rouge Rouge Rouge Rouge Rouge Rouge River River River River River River River River River Steeles Ave E Little Little Little Little Little Little Little Little Little Rouge Rouge Rouge Rouge Rouge Rouge Rouge Rouge Rouge Creek Creek Creek Creek Creek Creek Creek Creek Creek Steeles Ave W Keele Keele Keele Keele Keele Keele Keele Keele Keele St St St St St St St St St Dufferin Dufferin Dufferin Dufferin Dufferin Dufferin Dufferin Dufferin Dufferin St St St St St St St St St Finch Ave E Bayview Bayview Bayview Bayview Bayview Bayview Bayview Bayview Bayview Ave Ave Ave Ave Ave Ave Ave Ave Ave HWY HWY HWY HWY HWY HWY HWY HWY HWY 404 404 404 404 404 404 404 404 404 Pharmacy Pharmacy Pharmacy Pharmacy Pharmacy Pharmacy Pharmacy Pharmacy Pharmacy Ave Ave Ave Ave Ave Ave Ave Ave Ave Warden Warden Warden Warden Warden Warden Warden Warden Warden Ave Ave Ave Ave Ave Ave Ave Ave Ave Birchmount Birchmount Birchmount Birchmount Birchmount Birchmount Birchmount Birchmount Birchmount Rd Rd Rd Rd Rd Rd Rd Rd Rd Kennedy Kennedy Kennedy Kennedy Kennedy Kennedy Kennedy Kennedy Kennedy Rd Rd Rd Rd Rd Rd Rd Rd Rd Midland Midland Midland Midland Midland Midland Midland Midland Midland Ave Ave Ave Ave Ave Ave Ave Ave Ave Brimley Brimley Brimley Brimley Brimley Brimley Brimley Brimley Brimley Rd Rd Rd Rd Rd Rd Rd Rd Rd McCowan McCowan McCowan McCowan McCowan McCowan McCowan McCowan McCowan Rd Rd Rd Rd Rd Rd Rd Rd Rd Markham Markham Markham Markham Markham Markham Markham Markham Markham Rd Rd Rd Rd Rd Rd Rd Rd Rd MACDONALD-CARTIER FWY Neilson Neilson Neilson Neilson Neilson Neilson Neilson Neilson Neilson Rd Rd Rd Rd Rd Rd Rd Rd Rd Ellesmere Rd Morningside Morningside Morningside Morningside Morningside Morningside Morningside Morningside Morningside Ave Ave Ave Ave Ave Ave Ave Ave Ave Meadowvale Meadowvale Meadowvale Meadowvale Meadowvale Meadowvale Meadowvale Meadowvale Meadowvale Rd Rd Rd Rd Rd Rd Rd Rd Rd Port Port Port Port Port Port Port Port Port Union Union Union Union Union Union Union Union Union Rd Rd Rd Rd Rd Rd Rd Rd Rd Albion Rd HWY HWY HWY HWY HWY HWY HWY HWY HWY 427 427 427 427 427 427 427 427 427 Eglinton Eglinton Eglinton Eglinton Eglinton Eglinton Eglinton Eglinton Eglinton Ave Ave Ave Ave Ave Ave Ave Ave Ave W Renforth Renforth Renforth Renforth Renforth Renforth Renforth Renforth Renforth Dr Dr Dr Dr Dr Dr Dr Dr Dr HWY 409 0 2 4 kilometres Kipling Kipling Kipling Kipling Kipling Kipling Kipling Kipling Kipling Ave Ave Ave Ave Ave Ave Ave Ave Ave Martin Martin Martin Martin Martin Martin Martin Martin Martin Grove Grove Grove Grove Grove Grove Grove Grove Grove Rd Rd Rd Rd Rd Rd Rd Rd Rd Finch Ave W HWY 401 Weston Weston Weston Weston Weston Weston Weston Weston Weston Rd Rd Rd Rd Rd Rd Rd Rd Rd Bloor St W QEW QEW QEW QEW QEW QEW QEW QEW QEW Islington Islington Islington Islington Islington Islington Islington Islington Islington Ave Ave Ave Ave Ave Ave Ave Ave Ave HWY HWY HWY HWY HWY HWY HWY HWY HWY 400 400 400 400 400 400 400 400 400 Royal Royal Royal Royal Royal Royal Royal Royal Royal York York York York York York York York York Rd Rd Rd Rd Rd Rd Rd Rd Rd Lake Shore Blvd W Jane Jane Jane Jane Jane Jane Jane Jane Jane St St St St St St St St St The Queensway HWY 2 Black Creek GARDINER EXPY Wilson Ave Lawrence Ave W Bathurst Bathurst Bathurst Bathurst Bathurst Bathurst Bathurst Bathurst Bathurst St St St St St St St St St W.R. W.R. W.R. W.R. W.R. W.R. W.R. W.R. W.R. ALLEN ALLEN ALLEN ALLEN ALLEN ALLEN ALLEN ALLEN ALLEN RD RD RD RD RD RD RD RD RD Yonge Yonge Yonge Yonge Yonge Yonge Yonge Yonge Yonge St St St St St St St St St York Mills Rd Bayview Bayview Bayview Bayview Bayview Bayview Bayview Bayview Bayview Ave Ave Ave Ave Ave Ave Ave Ave Ave Eglinton Ave E Leslie Leslie Leslie Leslie Leslie Leslie Leslie Leslie Leslie St St St St St St St St St Don Don River River Don Don Don Don Don Don Don Don Don Mills Mills Mills Mills Mills Mills Mills Mills Mills Rd Rd Rd Rd Rd Rd Rd Rd Rd O'connor Dr Victoria Victoria Victoria Victoria Victoria Victoria Victoria Victoria Victoria Park Park Park Park Park Park Park Park Park Ave Ave Ave Ave Ave Ave Ave Ave Ave Lawrence Ave E DON DON DON DON DON DON DON DON DON VALLEY VALLEY VALLEY VALLEY VALLEY VALLEY VALLEY VALLEY VALLEY PKY PKY PKY PKY PKY PKY PKY PKY PKY St Clair Ave E Kingston Kingston Kingston Kingston Kingston Kingston Kingston Kingston Kingston Rd Rd Count of Bed Bug Treatment in 2008 250 125 25 Harbord St Bathurst Bathurst Bathurst Bathurst Bathurst Bathurst Bathurst Bathurst Bathurst St St St St St St St St St Dundas St W College St Spadina Spadina Spadina Spadina Spadina Spadina Spadina Spadina Spadina Ave Ave Ave Ave Ave Ave Ave Ave Ave Bloor St W University University University University University University University University University Ave Ave Ave Ave Ave Ave Ave Ave Ave King St W Yonge Yonge Yonge Yonge Yonge Yonge Yonge Yonge Yonge St St St St St St St St St Bay Bay Bay Bay Bay Bay Bay Bay Bay St St St St St St St St St Front St W Lake Shore Blvd E Church Church Church Church Church Church Church Church Church St St St St St St St St St Jarvis Jarvis Jarvis Jarvis Jarvis Jarvis Jarvis Jarvis Jarvis St St St St St St St St St Queen St W GARDINER GARDINER GARDINER EXPY EXPY EXPY Gerrard St E Parliament Parliament Parliament Parliament Parliament Parliament Parliament Parliament Parliament St St St St St St St St St 0 1 kilometres 2 Source: Toronto Community Housing Corporation 2008)