RECOMMENDATION:
THAT this report be received as information;
AND THAT the existing Violence and Vandalism and
Unacceptable Behaviours procedure for Recreation and Culture be adopted for
Parks operation (as outlined in Appendix B attached);
AND THAT staff continue to implement improvements at Milne Park to encourage appropriate
behaviour in the park.
PURPOSE:
On November 15, 2004 the Community Services and Environment Committee
received a staff report from Chris Chiu highlighting the need for changes in
the annual operation at Milne Park. The purpose of this report is to outline
changes in operations at Milne Park implemented in 2005 and
planned for 2006.
BACKGROUND:
In
November 2004 Council received a Milne Park Report from Chris Chiu. Chris has been a full time summer student
working at Milne Park for a number of years. The November 2004 report identified a number
of emerging challenges at Milne Park (see Appendix A). This report provides an overview of these
challenges, provides highlights of current activity in Milne Park and outlines changes
subsequent to the November 2004 report.
The
November 2004 report highlighted the following;
- Inappropriate patron
behaviour including consumption of alcohol in the park, not putting
garbage into waste containers, verbal abuse and the potential for
violence.
- The need for additional
washrooms.
- Communication challenges between
the centralized Civic Centre booking office and Milne Park staff. This has two elements. First, the customer may not have a full
understanding of how many people will attend a permitted event they are
hosting which can have operational impacts. Second, there is always the potential
for internal miscommunication between booking staff (at the Civic Centre)
and Milne Park operating staff. This usually is related to weekend
permits that are processed late on a Thursday and/ or on a Friday
immediately before a permitted event.
Milne Park Permits 2003 - 2005
TABLE
1 below is a three history of permit activity at Milne Park. Since 2003 permit activity has grown by 46%.
TABLE 1: Milne Park Permits 2003-2005
The
growth in permit activity has also created growth in the permit fee gross
revenue stream which is reflected in TABLE 2 below. Since 2003 the gross revenues from permit
fees have increased by 30%. Gross
revenues from permits and parking fees will total approximately $82,000 in 2005.
TABLE 2: Milne Park Permit & Parking Fees
2003-2005
The
growth in permit activity and gross revenue is congruent with growth in the
Town of Markham and the Greater Toronto Area. The growth in permit and visitors to Milne Park is accompanied by the
challenges identified in the 2004 report. This includes influencing appropriate
customer behaviour, better parking control, improved communication capabilities
for Milne Park staff and avoidance of internal miscommunication. The
next section of the report outlines adjustments and changes that were initiated
during the 2005 operating season at Milne Park
2005 Milne Park Initiatives
During
2005 the following adjustments have been made to address the challenges that
growth presents. This includes;
Staffing
Many
of the park maintenance positions at Milne Park are filled by summer
students. In 2005 an additional 150 day
position was allocated to the Milne Park staff. Employees filling the 150 day positions tend to
be mature and have more experience than the summer student work force. The addition of the 150 position acknowledges
the increased activity in the Milne Park and adds maturity and support
when dealing with difficult customers.
Seasonal Staff Training
For
2006 the Milne Park staff orientation training
will include a session on dealing with difficult customers and conflict
resolution. In addition, staff are
recommending that Violence and Vandalism and Unacceptable Behaviours policy for
Recreation and Culture be modified and adapted for Parks Operations (attached
as Appendix A). The policy will be
reviewed with all full time, part time and summer staff during orientation and
training sessions. It outlines what is
acceptable and provides staff a process to follow when unacceptable behaviour
occurs.
Signs and Lighting
New
signs were posted at the entrance to Milne Park and within the interior of
the park. The signs were placed to
increase awareness of the entrance location and interior signs provided better
information to the customer as to the name and location of specific areas of
the park that are permitted. In
addition, the lighting at the entrance of the park and inside the ticket booth
has been installed.
Internal Communication
In
2005 Milne Park staff were connected by computer to the Civic
Centre. This improves communications,
reduces the opportunity for non-communication and/or miscommunication.
The
next step is to ensure that Parks staff have access to this information. Access must allow summer and part time staff
access to a general mailbox and/ or access to CLASS facility booking (read
only) information. Access to the CLASS
facility booking software will allow staff to know the name of the permit
holder, the contact information for the permit holder and the number of people
expected to attend the event.
Portable Washrooms
For
the 2006 season there will be four additional portable washrooms located in the
park.
Safety and Security
In
2004 and 2005 there have been threatening and unacceptable behaviours on the
part of visitors to Milne Park. These incidents are the exception and most
patrons do follow an appropriate code of conduct. However, when inappropriate behaviour occurs
it is disturbing and is usually threatening to staff. The unacceptable behaviour tends to peak on
weekends. After reviewing an incident
report from staff on July 2, 2005, off-duty York Regional
Police were retained on a trial basis for six weekends to patrol Milne Park from 6
pm
until close.
The off
duty police presence had the desired effect on patron behaviour and provided
staff with the security and confidence to perform their work through the
remainder of the summer.
Staff
are reviewing and considering options to increase staff security and safety on
weekends for the 2006 summer operation at Milne Park.
ATTACHMENTS:
Appendix A: November 2004 Report
Appendix B: Draft Violence and Vandalism and
Unacceptable Behaviours Policy
Parks
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___________________________________
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_________________________________
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Mark Ingwersen,
Manager of Operations and Parks Maintenance
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Stuart Taylor,
Director of Strategic Services
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Jim Sales,
Commissioner of Community and Fire Services
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Q:\Strategic Services\Shared Data\Reports\General
Committee\Milne Park report Oct 17 05.doc
