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HomeMy WebLinkAboutPWD-023-21Staff Report If this information is required in an alternate accessible format, please contact the Accessibility Coordinator at 905-623-3379 ext. 2131. Report To: General Government Committee Date of Meeting: May 31, 2021 Report Number: PWD-023-21 Submitted By: Reviewed By: File Number: Report Subject: Stephen Brake, Director of Public Works Andrew C. Allison, CAO Resolution#: GG-375-21 By-law Number: Clarington Seniors Snow Removal Program Recommendations: 1.That Report PWD-023-21 be received; and 2.That Staff continue to review and implement ways to improve the Senior’s Snow Removal Program with respect to its internal working efficiencies and the external user interface experience. Municipality of Clarington Page 2 Report PWD-023-21 Report Overview In response to Council’s inquiry about the operation of the Senior Snow Clearing program, staff have reviewed and compiled available internal information and feedback from the program’s current users. This information includes eligibility criteria, program purpose, application process, program performance, program challenges, survey-based feedback and areas of improvement. 1. Background 1.1 At the January 18, 2021 regular Council meeting, Resolution # C-016-21, was passed directing staff to report on the operational working of the Senior Snow Clearing program and its effectiveness. 1.2 Resolution #C-016-21 amended General Government Committee resolution GG-034-21 that was carried on January 4, 2021. This amendment specifically clarified that staff are required to report back on an “operational” review of Clarington’s Senior Snow Removal Program and not a “cost” review. 1.3 The Seniors Snow Removal Program has been established to assist senior citizens and persons with disabilities in maintaining their sidewalks and driveway access during the winter months. The program’s objective is to clear snow from the municipal sidewalk around the program participant’s property and to clear the snow plough windrow in front of their driveway. It does not include salting or sanding of the sidewalks. 1.4 This program also provides for increased mobility and independence for seniors and persons with disabilities, where access by healthcare services and the ability to maintain important appointments are improved. 2. Discussion / Evaluation Senior Snow Clearing Program Criteria 2.1 The program is broken down into two stages: (1) clearing snow from the municipal sidewalk adjacent to the property, and (2) clearing the snow plough windrow in front of, and up to three feet into the driveway apron. The criteria for clearing the sidewalk requires at least two inches of snow accumulation and is triggered only after the snowfall event has ended. The windrow clearing is initiated only after the municipal roads have been cleared at least once and with accumulations of more than six inches. All work is carried out by a contractor. 2.2 In order to provide a reasonable level of service and response, and to reduce the likelihood of the public taking advantage of the program, there are a set of eligibility criteria in place. The program is intended for the following residents: Municipality of Clarington Page 3 Report PWD-023-21  65 years or older, or  Living with a temporary disability, or  Living with a permanent disability, and  There are no other able body persons living at the same household, and  The resident must live at the registered address – vacant lots do not qualify 2.3 The program has seen a steady increase in enrollment over the recent years. The most recent 2020-2021 season includes 351 participants and is the highest ever. Figure 1 below contains data from the past 11 years. Figure 1: Senior Snow Removal Program Enrollment Summary 2.4 Current enrollment in the program requires the applicant to visit the municipal office and submit an application in person, and to have their identity or proof of disability verified. Existing participants wishing to continue with the program may mail their application in. Payment is also collected at the municipal office. There is currently no option to apply online. 39 27 55 73 17 65 68 50 53 62 105 237 201 186 190 296 247 249 247 244 252 246 276 228 241 263 313 312 317 297 297 314 351 0 50 100 150 200 250 300 350 400 ParticipantsWinter Season Senior Snow Removal Program Enrollment Summary Returning Participants New Participants Municipality of Clarington Page 4 Report PWD-023-21 Operational Challenges 2.5 It has been observed that although the program conditions are clearly outlined during the application process, and on the municipal website, each year staff experience a significant number of calls and emails regarding the program’s performance. Calls often include questions and reports of locations being missed or done incorrectly immediately following a snow event. Other complaints include damages to the grass or cases where the sidewalks or windrows were not completely cleared or missed. 2.6 Regarding the complaints related to missed locations, staff have experienced that a portion of the complaints are prematurely generated by residents who expect the clearing operation will begin during or immediately after the snow event. Other complaints of this category are received well after an event, up to several days later. This type of complaint is more difficult to address due to the changing weather conditions and time passed; staff will inspect the complaint area but may be unable to determine if the location was in fact missed. 2.7 While staff put every effort to utilizing available software and keeping a record of the inquiries, a high number of complaints are addressed directly by phone. From the available data and internal information, it has been found that during the 2020-2021 season, there were approximately 53 logged complaints, while during the 2019-2020 season, there were approximately 75 logged complaints. The number of related phone call responses by staff is typically significantly higher as it provides for a direct response to the resident. The majority of the valid missed locations are efficiently addressed by staff within short timeframes. 2.8 Another challenging element of the program is the service area. With the municipality’s size of 611 square kilometers, and the dynamics of the program participants, certain hamlet locations result in very low participant numbers. This presents several challenges such as delayed response time, weather conditions that differ from the major urban areas, and a more difficult coordination with the municipal winter road clearing operations. Examples include only two locations in Newtonville during the 2014 -2015 season, a single location in Tyrone during the 2019-2020 season, a single location in Burketon from 2012 to 2016, and two locations in Enniskillen from 2011 to 2019. Feedback 2.9 In February 2021, staff prepared and distributed a four-question online survey to the program participants. The purpose was to obtain additional end user information on the performance of the program and to give participants the ability to provide anonymous comments that may be oriented towards a specific issue. 2.10 The survey was sent to the 222 email addresses on file. Approximately 40 emails were undeliverable. Almost 130 participants responded to the survey, providing a sample size of approximately 36%. Municipality of Clarington Page 5 Report PWD-023-21 2.11 Staff reviewed the results and accompanying comments and found that overall, the responses were positive with all three questions related to satisfaction receiving a positive or neutral response rate of 85% or higher. The survey comments section also provided staff with valuable anonymous information on the general operation of the program, which will be used for future improvements. Survey results are shown in Figures 2-5 below. Figure 2: Survey Response Summary for Program Satisfaction Figure 3: Survey Response Summary for Priority of Snow Clearing 34.4%38.3% 14.1%10.2% 3.1% 0% 10% 20% 30% 40% 50% Very satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Very dissatisfied How would you rate your overall satisfaction with the current senior snow clearing program? 64.6% 35.4% 0% 10% 20% 30% 40% 50% 60% 70% Yes No Do you agree that the senior snow clearing program should only begin after all municipal roads have been plowed? Municipality of Clarington Page 6 Report PWD-023-21 Figure 4: Survey Response Summary for Snow Clearing Response Time Figure 5: Survey Response Summary for Program Recommendation 26.0% 44.1% 15.7% 11.0% 3.1% 0% 10% 20% 30% 40% 50% Very satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Very dissatisfied When snowfall accumulation meets the criteria to activate the program, how satisfied are you with the response time? 90.6% 9.4% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Yes No Would you recommend the program to others, if they qualify? Municipality of Clarington Page 7 Report PWD-023-21 3. Future 3.1 The program’s performance information collected and logged throughout the years, coupled with changing lifestyles and technology, have prompted staff to look into several improvements. With the planned redesign of the municipal website and continuous accessibility improvements, staff are working on an online application process which will provide several benefits:  Online completion and submission of the application  Online payment  Ability to attach and provide supporting documentation - identification, medical certificates  Ability to more effectively share important information such as complaint responses or important service updates 3.2 Internal data logs, coupled with the online survey feedback, will continue to serve as valuable indicators of areas of improvements to the daily operation of the program. Due to the unique nature and unpredictability of winter weather conditions, staff will continue to adapt to and resolve operational issues on an individual basis. 4. Concurrence Not applicable. 5. Conclusion It is respectfully recommended that the Senior Snow Removal Program is maintained in its current state and that Staff continue to work on improving the program experience. Each year and each snow event provide for unique unpredictable conditions and expectations. Staff realize that mobility and accessibility is key to the program participants and will continue to incorporate any changes deemed most appropriate and beneficial. Staff Contact: Slav Potrykus, Traffic Engineering Supervisor, 905-623-3379 ext. 2315 or spotrykus@clarington.net. Attachments: Not applicable Interested Parties: There are no interested parties to be notified of Council's decision.