January 2020 Key Magazine by Monica Ramsey

January/february/march 2020

Serving Orange, Seminole, Osceola, Volusia and Lake Counties

March 24, 2020 Ace Cafe Orlando

Join us at one of Orlando’s hottest new venues for an evening that’s ALL about showing appreciation for our hardworking maintenance professionals!

WEDNESDAY JANUARY 15th, 2020

Welcome to a New Standard of Living. Valet Waste is now Valet Living. But we’re also a lot more. We pioneered and perfected the doorstep collection amenity. But we’re also setting the standard in turn services, maintenance support and pet solutions. If you’re looking to impress your residents and enhance your property’s value, join the nation’s leading provider in setting a new standard for residential living: Valet Living.

Valet Living Doorstep

Valet Living Turns

Valet Living Maintenance

Valet Living Pet

Valet Living Doorstep is the standard-setting doorstep collection amenity that adds value and convenience to every multifamily property. We get the job done better than anyone in the business, allowing property owners to contribute to their bottom lines while adding an invaluable, time-saving amenity for residents and on-site staff. Plus, we are the only partner to guarantee both a property manager orientation and an on-site event that educates your residents about how to make the most of the amenity – so your teams don’t have to.

With Valet Living Turns, you can rest assured your apartment homes will be pristinely restored and ready for incoming residents - without the stress of coordinating everything on your own. Drawing from our expansive network of premium contractors, our turn service is always quick and consistent, offering dependable support in every season. And with our team handling every aspect of the job, yours can stay focused on the pressing demands of property management so your time and resources are spent where they have the greatest impact: improving resident satisfaction and retention.

Valet Living Maintenance is the helping hand that allows properties to prioritize unexpected resident needs and maintain day-to-day upkeep. We provide additional porter hours for property managers and maintenance teams so they can follow through on requests and uphold the same quality of service and high standards that they are proud to deliver.

Valet Living Pet is the partner for setting the standard in community-building. Our quality products and amenities are tailored to resident needs and those of their loved ones, ultimately contributing to higher resident satisfaction rates and cleaner common areas.

The Key www.aago.org

www.ValetLiving.com | 877-574-2587

CONTENTS Follow us on...

January/february/march 2020 Volume 46, No. 1

www.facebook.com/AAGOPage www.linkedin.com/groups/Apartment-Association-Greater-Orlando https://twitter.com/aagoeducate www.pinterest.com/aagorocks/ Instagram Username: _AAGO_

6 AAGO New Members 7 Maximize Your AAGO Experience 8 AAGO Premier Partners Education: 10 AAGO Education Calendar/Schedule 11 Message from AAGO’s 2020 Education Advisory Council Chair 12 CAM - Invest In Your Career! 13 CAPS Express 14 AAGO Class Descriptions 17 APASS! 20 Student Spotlight 21 Congratulations events: 22 AAGO Events Calendar/Schedule 23 AAGO’s Installation & Appreciation Dinner 24 And So It Was... Lease-A•BOO-Looza! 27 And So It Was...Thanks For Giving Luncheon 30 Save-the-Date AAGO’s 2020 Tradeshow 31 Save-the-Date AAGO’s Maintenance Appreciation Night foundation: 34 The Christian Sharing Center 36 AAGO’s Casino Night! advocacy: 37 AAGO Advocacy At Work

Published By Direct One Print and Mail 7213 Sandscove Court, Suite 1 Winter Park, FL 32792 (407) 679-2000 FAX (407) 673-4501 www.directoneinc.com and

Apartment Association of Greater Orlando (AAGO) 340 N. Maitland Ave. Maitland, Florida 32751-4724 (407) 644-0539 • (800) 770-2246 FAX (407) 644-6288

The KEY is published quarterly in the interest of all segments of the multi-housing industry. One copy per member is included in the membership dues. AAGO digests information from a wide variety of sources to keep you informed, but is not in the business of rendering legal, accounting or financial advice. You should discuss legal, tax and financial matters with your own attorney, accountant or other professional advisor. Byline articles and columns express the opinions of the writers and do not necessarily reflect AAGO’s policies or sentiments.

legal: 39 A Few More Slip and Falls To Consider market trends: 40 Connect With NAA 41 NAA Click & Lease 42 Market Beat 43 LEAP 44 Utilizing LinkedIn Connections to Create A Powerful Email Marketing Campaign

(703) 518-6141

www.aago.org

(407) 960-2910

january/february/march 2020

Chip Tatum, CAM, NAAEI Faculty Chief Executive Officer

PRESIDENT Lee Rogers, CAM JMG Realty, Inc.

treasurer Debby Gentry Concord Management

Vice President Rachelle Hundley ARM, HCCP, CPO, CAPS Royal American Management

Desiree Starr, CAPS, NAAEI Faculty Senior VP of Training & Development

Monica Ramsey, Vice President, Member Relations

Secretary Kathy Hensley, CPM Greystar

ASSOCIATE VICE PRESIDENT Amanda Lynch Real Floors

Immediate PAST PRESIDENT Ricardo Alicea, CPM, CAPS, CAM, NAAEI Faculty Collier Companies

Cynthia Cruz Events Manager

Trinity Kutschinski Public Affairs Director Alex Mauro Ross CAS Info Tycoon

Beverly Duda Highmark Residential

Christin Tenpenny CAPS ContraVest

Erika Johnson CAM, CAPS PRG Real Estate

Gregg Girard CAM, CAPS Greystar

Jeffrey Bey Education & Membership Manager

Heather Alzate CAM, CAPS, CPO Sawgrass Apartments

Julia Comings CAPS Lincoln Property Company

Leslie Moubray ARM, CPM Candidate Bell Partners, Inc.

Melissa Dugas CAM, CAPS Royal American Management

Michelle Brice Lincoln Property Company

Lee Steinhauer Government Affairs & General Counsel

Dominica Hurst Bookkeeper Pete Mann National Credit Systems, Inc.

Renae Gates HCCP Dalcor Companies

The Key www.aago.org

Sherrie Ngo CAPS NRP

Steve Hall H & F Construction Services, LLC

Officers and Directors Nominated for 2020 The AAGO Nominating Committeeâ€™s recommended Slate of Officers and Directors was ratified by the membership at the Thanks for Giving Luncheon in November 2019. The newly elected 2020 Board begins its term of office following the Installation of Officers ceremony on January 15th, 2020.

Officers President . . . . . . . . . . . . . . . . . . . . . . Lee Rogers, CPM Candidate . . . . . . . . . . . . . . . . . . Vice President. . . . . . . . . . . . . . . . . . Rachelle Hundley, ARM, HCCP, CPO, CAPS. . . . . . . Treasurer . . . . . . . . . . . . . . . . . . . . . . Debbie Gentry, CAPS, HCCP . . . . . . . . . . . . . . . . . . Secretary . . . . . . . . . . . . . . . . . . . . . . Kathy Hensley, CPM. . . . . . . . . . . . . . . . . . . . . . . . . Associates Vice President. . . . . . . . . Alex Mauro Ross, CAS. . . . . . . . . . . . . . . . . . . . . . . Immediate Past President . . . . . . . . Ricardo Alicea, CPM, CAPS, NAAEI Faculty . . . . . .

JMG Realty Royal American Management Concord Management Greystar InfoTycoon Collier Companies

Directors (Alphabetized) Management. . . . . . . . . . . . . . . . . . . Heather Alzate, CAM, CAPS . . . . . . . . . . . . . . . . . . Management. . . . . . . . . . . . . . . . . . . Michele Brice. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Management. . . . . . . . . . . . . . . . . . . Beverly Duda, NALP, ARM. . . . . . . . . . . . . . . . . . . . Management. . . . . . . . . . . . . . . . . . . Melissa Dugas, CAPS. . . . . . . . . . . . . . . . . . . . . . . . Management. . . . . . . . . . . . . . . . . . . Jennifer Eid, CAPS . . . . . . . . . . . . . . . . . . . . . . . . . . Associate . . . . . . . . . . . . . . . . . . . . . . Justin Frost, CAS. . . . . . . . . . . . . . . . . . . . . . . . . . . . Management . . . . . . . . . . . . . . . . . . Renae Gates, HCCP . . . . . . . . . . . . . . . . . . . . . . . . . Management . . . . . . . . . . . . . . . . . . Gregg Girard, CAPS . . . . . . . . . . . . . . . . . . . . . . . . . Management. . . . . . . . . . . . . . . . . . . Doris Granger, CPM, CAPS, CAMT . . . . . . . . . . . . . Management. . . . . . . . . . . . . . . . . . . Tracy Lesse, CAPS, CAM . . . . . . . . . . . . . . . . . . . . . Management. . . . . . . . . . . . . . . . . . . Wendy Manning . . . . . . . . . . . . . . . . . . . . . . . . . . . Management. . . . . . . . . . . . . . . . . . . Leslie Moubray, ARM, CPM Candidate. . . . . . . . . . Associate . . . . . . . . . . . . . . . . . . . . . . Carina Pfeiffer, CAS . . . . . . . . . . . . . . . . . . . . . . . . . Associate . . . . . . . . . . . . . . . . . . . . . . Tami Swanson . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Associate . . . . . . . . . . . . . . . . . . . . . . Maurice Williams. . . . . . . . . . . . . . . . . . . . . . . . . . .

PRG Real Estate Lincoln Property Company Highmark Residential Royal American Management First Communities Affinity Waste Solutions Dalcor Companies Greystar Carroll Management Matrix Residential ContraVest Bell Partners 407apartments Massey Services OnCall Parking Manager

Nominating Committee Chair: Ricardo Alicea. . . . . . . . . . . AAGO Immediate Past President. . . . . . . . . . . . . . Bonnie Smetzer . . . . . . . . . Immediate Past President for FAA. . . . . . . . . . . . . Lynn McDaniel . . . . . . . . . . Committee Member. . . . . . . . . . . . . . . . . . . . . . . . Amanda Lynch . . . . . . . . . . AAGO Associates Vice President . . . . . . . . . . . . . .

Collier Companies JMG Realty, Inc. MAA RealFloors

Many thanks to our 2019 Nominating Committee, Chaired by Ricardo Alicea, for the thoughtful and professional manner in which you handled the important task of selecting and proposing the associationâ€™s leadership.

January/february/march 2020

Welcome To All Our New Members New Community & Management Company Members 500 East Apartments 1851 Lpga Boulevard Daytona Beach, FL 32117 301 Units

Orlando Sky Apartments P.O. Box 32631 Charlotte, NC 28232 140 Units

Gracious 45 Francis Street Boston, MA 02115 3 Units

Ridge at Holly Hill 625 Espanola Avenue Holly Hill, FL 32117 16 Units

Orlando Cloister Apartments 757 South Orange Avenue Orlando, FL 32801 100 Units

ECCO 3219 S. Orange Avenue Orlando, FL 32806 300 Units

Lake House by Alta 7600 Majorca Place Orlando, FL 32819 299 Units

St. Joseph Garden Court 1515 North Alafaya Trail Orlando, FL 32828 79 Units

Monterosso Apartments LLC 3050 La Spezia Circle Kissimmee, FL 34741 216 Units

Veere Apartments 10000 Palma Linda Way Orlando, FL 32836 250 Units

New Associate Members 4 Green Planet 3407 Wilshire Way Road Orlando, FL 32829 Waste/Recycling/Specialty/Consulting | Bulk Waste Removal | Power Washing | Window/ Screen/Door Replacement Parts Alden Contracting & Services 6113 Anno Avenue Orlando, FL 32809 Construction/Painting/Roof Repair/Gates/ Surveillance Systems Doorstep Hero 6401 S West Shore Boulevard • #1222 Tampa, FL 33616 Waste/Recycling | Resident Retention | Pressure Washing/Ext. Building Cleaning | Cleaning Services | Bulk Waste Removal Enviro Tree Service 3202 Phils Lane Apopka, FL 32712 Tree Services

Integrity Roofing & Gutters 9841 Berry Dease Road Orlando, FL 32825 Roofing Contractors/Consultants JA Edwards Of America, Inc. 220 Weber Street Orlando, FL 32803 Roofing Contractors/Consultants | Commercial Re-roofing | General Contractors

Nations Roof 691 Garden Commerce Parkway • Suite 170 Winter Garden, FL 34787 Roofing Contractors/Consultants | Commercial Re-roofing | Roof & Exterior Cleaning Outdoor By Design 7839 Fruitville Road Sarasota, FL 34240 Outdoor/Indoor Furniture

JJ’s Waste & Recycling 3905 El Rey Road Orlando, FL 32808 Waste/Recycling | Waste Removal/Consulting | Waste Removal | Waste/Recycling/Specialty/ Consulting

Sky Light Roofing, Inc. 1300 South Semoran Boulevard Orlando, FL 32807 Roofing Contractors/Consultants | Emergency Repairs | Commercial Re-roofing | Roof & Exterior Cleaning | Leak Detection

LeaseHawk 16435 North Scottsdale Road Scottsdale, AZ 85254 Software Solutions

Zen Outdoors, LLC 6839 Partridge Lane Orlando, FL 32807 Landscaping/Lawn Maintenance | Landscaping/ Lawn Maintenance/Consulting | Plants/Planting Supplies

MM Cleaning and Repair Services, LLC 3001 Phils Lane Apopka, FL 32712 Cleaning Services

AAGO’S MISSION STATEMENT The Source of advocacy, education, and networking opportunities for the apartment industry in central Florida.

MAXIMIZE YOUR AAGO MEMBER EXPERIENCE Whether you are an AAGO veteran member or new to the crew, here are some resources that will help you make the most of your member experience.

I. GET STARTED LOGIN and complete your member profile. Gain ACCESS to members-only resources such as the member directory, pre-event registration access, and more! SIGN-UP for new member orientation.

II. BECOME CONNECTED CONNECT with other members and explore our upcoming event schedule. FIND educational offerings that will help you take your career to the next level. STAY INFORMED on the latest legislative issues affecting the association and build your advocacy muscles with our advocacy resource library.

IIII. STAY INVOLVED VOLUNTEER with one of our committees or councils. https://www.aago.org/volunteeropportunities HELP advance our industry by supporting initiatives EXPLORE our career center and take advantage of unique industry specific listing opportunities.

AAGO

A PA R T M E N T A S S O C I AT I O N O F G R E AT E R O R L A N D O est. 1972

Thank you to our 2020 Premier Partners!

Providing Professional Cleaning Services since 1992

Roofs • Exteriors • Breezeways • Walkways • Common Areas • Detailed project plans and communication throughout the project • Fully compliant with third party groups • Licensed and insured and bonded • Uniformed work crews • Flexible scheduling with multiple crews to minimize impact on residents “Your team did a fantastic job cleaning the roofs - they look brand new! They were professional and cleaned up after themselves, and they weren’t in the way or otherwise disruptive to the property’s residents.” Regional Manager – Orlando

AAGO education

2020 education calendar / schedule Date Day

Time Class/Event Name

January

17. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 12:00 am. . . . . . Marketing to the Spanish Speaking Customer 23. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 9:00 am- 5:00 pm. . . . . . . Fair Housing and Beyond 24. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am- 5:00 pm. . . . . . . Leasing 101

February

12. . . . . . . . . Wednesday . . . . . . . . . . . . . . . . . 10:00 am -11:15 am. . . . . . . Introduction to the Apartment Industry-Webinar 13. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 8:30 am - 5:00 pm. . . . . . . EPA in Spanish 14. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am -12:00 pm. . . . . . Landlord/Tenant Law 18. . . . . . . . . Tuesday. . . . . . . . . . . . . . . . . . . . . 9:00 am - 12:00 am. . . . . . Renewal strategy workshop 20-23. . . . . . Thursday-Sunday . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .CAPS Express 26. . . . . . . . . Wednesday . . . . . . . . . . . . . . . . . 9:00 am - 3:00 pm. . . . . . . Appliance Repair-Classroom and Hands on Training

march

6. . . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 10:30 am. . . . . . AAGO Member Orientation 12. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 9:00 am - 12:00 pm. . . . . . Preventative Maintenance 13. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 12:00 pm. . . . . . Tracy’s Tried and True Telephone Techniques 27. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .Supervisory Skills

april

9. . . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .CAM: Industry Experience & Financial Management 14. . . . . . . . . Tuesday. . . . . . . . . . . . . . . . . . . . . 9:00 am - 12:00 pm. . . . . . Fair Housing Workshop 15. . . . . . . . . Wednesday . . . . . . . . . . . . . . . . . 9:00 am - 12:00 pm. . . . . . “Selling the Experience” Leasing Class 16. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .CAMT-Interior & Exterior Maintenance 17. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 12:00 pm. . . . . . Coaching for Peak Peformance 24. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 8:30 am - 5:00 pm. . . . . . . EPA in English 30. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .CAMT-Electrical

may

7. . . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .CAMT-Plumbing 14. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .CAM: Marketing 15. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 12:00 pm. . . . . . “Are you the One?” Marketing Solutions 21. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .CAMT-HVAC 22. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 12:00 pm. . . . . . CAMT-HVAC Day 2 27 - 28. . . . . Wednesday-Thursday. . . . . . . . 8:00 am - 5:00 pm. . . . . . .CPO

june

10. . . . . . . . . Wednesday . . . . . . . . . . . . . . . . . 9:00 am - 12:00 pm. . . . . . Building your Dream Team! 11 . . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .CAM: Property Maintenance 18. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .CAMT-Appliance Repair 26. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 12:00 pm. . . . . . Excel

july

15. . . . . . . . . Wednesday . . . . . . . . . . . . . . . . . 8:30 am - 5:00 pm. . . . . . . EPA in English 16. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .CAM: Human Resources 17. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 12:00 pm. . . . . . Maintenance for Managers 24. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .Leadership Development Program Orientation 28. . . . . . . . . Tuesday. . . . . . . . . . . . . . . . . . . . . 9:00 am - 12:00 pm. . . . . . Financial Bootcamp & Budget Prep Workshop

august

7. . . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 10:30 am. . . . . . AAGO Member Orientation 13. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .CAM-Risk Management & Legal 14. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 12:00 pm. . . . . . Landlord/Tenant Law 18. . . . . . . . . Wednesday . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .Advanced Leasing Techniques 21. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .Leadership Development Program Module 2

september 9. . . . . . . . . . Wednesday . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .Future Leaders Training: “Lead, Follow, or Get out of the Way! Intro and Time Management 10. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .Future Leaders Training: Hiring, Development Plans 11 . . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 12:00 pm. . . . . . Eat the Frog Time Management* 11 . . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 1:00 pm - 5:00 pm. . . . . . . Future Leaders Training: “Decision Making” 17. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .CAM: Resident Experience & Review 18. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .Leadership Development Program Module 3 24. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .Financial Management and Bootcamp* 25. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .Future Leaders Going from Peer to Boss and Conflict Management october

9. . . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .Leadership Development Program Module 4 22. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 9:00 am - 4:00 pm . . . . . . Fair Housing and Beyond 23. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .Leadership Development Program Module 5

november

17. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 8:30 am - 5:00 pm. . . . . . . EPA 20 . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 9:00 am - 5:00 pm. . . . . . .Leadership Development Program Module 6

december

9. . . . . . . . . . Wednesday . . . . . . . . . . . . . . . . . 9:00 am - 12:00 pm. . . . . . Landlord/Tenant Law 10-11. . . . . . . Thursday & Friday. . . . . . . . . . . . 8:00 am - 5:00 pm. . . . . . .CPO

The Key www.aago.org

AAGO education

Education Advisory Council Education Advisory Council A message from your 2020 Chair A message from your 2020 Chair

Heather Alzate 2020 Chair Heather Alzate Education Advisory Council 2020 Chair Education Advisory Council

VIEW OUR 2020 EDUCATION VIE 020 CW A LOEU NR D A2 R E D U C A T I O N WWW.AAGO.ORG/EVENTS/EDUCATION CALENDAR WWW.AAGO.ORG/EVENTS/EDUCATION

2020 is looking to be an exciting year for education at AAGO! Education 2020 is looking to beThe an exciting year for Advisory has been working on educationCouncil at AAGO! The Education developing new classes andworking ideas toon Advisory Council has been enhance ournew current curriculum. developing classes and ideasThere to will be education courses for all enhance our current curriculum. There platforms of property management each will be education courses for all quarter. Members willmanagement see more platforms of property each curriculum gearedwill towards Assistant quarter. Members see more Community Managers and more curriculum geared towards Assistant opportunity for our Maintenance Community Managers and more team members as for well. opportunity our Maintenance team members as well. Additionally, we will be offering more webinars for our APASS members! With Additionally, we will be offering more the success ourAPASS Leadership webinars forofour members! With Development and LEAP programs, the success of our Leadership members can and also LEAP expect enhancements Development programs, to both of can these courses. Council members also expectThe enhancements will continue in partnership The to both of these courses. Thewith Council Young Professional and Membership will continue in partnership with The committee to provide our members Young Professional and Membershipnew and excitingtoeducation experiences. On committee provide our members new behalf our The Education Advisory On and exciting education experiences. councilour andThe AAGO, we wish our behalf Education Advisory members a wonderful 2020!our council and AAGO, we wish members a wonderful 2020!

january/february/march 2020

AAGO education UPDATED CURRICULUM!

Invest in your career! CERTIFIED APARTMENT MANAGER Earning your CAM allows you to demonstrate that you have the knowledge and ability to manage an apartment community and achieve owners’ investment goals.

If you’re a community manager or experienced assistant manager we recommend this course!

You’ll learn about: • Occupancy rates

• Contractors and vendors

• Comprehensive marketing plans

• Recruitment, hiring, orientation, and training of high-caliber employees

• Sales team management and product readiness • Equitable treatment of current and potential residents

Class Schedule April 9th - Industry Experience & Financial Management May 14th- Marketing June 11th- Property Maintenance July 16h- Human Resources August 13th- Risk Management & Legal September 17th- Resident Experience & Review

• Resident retention and the maintenance of a positive company image • Consistent and ongoing resident communication • Positive resident service and issue resolution • Enforcement of company policy in compliance with laws and regulations

• Systematic employee evaluation • Employment regulations and record keeping • Analysis of the property’s financial operations with corrective actions for underperformance • Monitoring of property performance to achieve the owner’s investment goals • Accounting principles and practices

• Property inspections

• Maximizing net operating income

• Preventive maintenance programs

• Reporting property performance honestly and accurately

• Service request process • Apartment turnover process

To register or for more information please visit www.aago.org or contact Jeffrey Bey at jeffrey@aago.org

*All classes start at 9 am at the AAGO office

$875 APASS $975 Members $1,275 Non Members

Apartment Association of Greater Orlando AAGO Headquarters 340 N. Maitland Ave Maitland, Florida 32751

The Key www.aago.org

AAGO education Earn your Earn CAPS! Earnyour your CAPS! CAPS! Earn your CAPS!

Complete thethe CAPS designation in just 4 days! Complete CAPS designation in just 4 days! Complete the CAPS designation inFebruary just 4 days! Thursday, February 20, 2020 through Sunday, Thursday, February 20, 2020 through Sunday, February23, 23,2020 2020 Complete the CAPS designation inthrough just 4 days! Thursday, February 20, 2020 Sunday, February 23, 2020 hursday, February 20, 2020 through Sunday, February 23, 2020

CAPS Express be instructed by Jackiw Alex Jackiw CPM and C3P. CAPS Express will will be instructed by Alex CAPS, CAPS, CPM and C3P. Alex Jackiw Express will be instructed by of Alex Jackiw CAPS, CPMServices. and C3P. AlexCAPS Jackiw is the Chief Operating Officer Hayes Gibson Property She is the Chief Operating Officer of Hayes Gibson Property Services. She was the CAPS Express will bethe instructed Alex Jackiw CAPS, CPM and C3P. Alex Jackiw theby Chief Operating Officer of Hayes Property Services. was 2013isChairman of the Board for NAA. She isGibson an Assistant Professor at She Ball 2013 Chairman of the Board for NAA. She is an Assistant Professor at Ball State Alex Jackiw is the Chief Operating of Hayes Property Services. She was theUniversity 2013 Officer Chairman of theGibson Board for NAA.Management She is an Assistant Professor at Ball State in the Residential Property program. Alex is also a was the 2013 Chairman of the Board for Sheand is an Assistant Professor at Ball University in the Residential Property Management program. Alex Alex is(CPM®) also licensed State University inNAA. the Residential Property Management program. is a also a licensed real estate broker holds the Certified Property Manager and State University in the Residential Property Management program. Alex Property is also ain licensed real estate broker andthe holds theaCertified Manager (CPM®) and real estate broker and holds Certified Property Manager (CPM®) and CAPS® CAPS® designations. She has Master’s Degree Education. licensed real estate broker and CAPS® holds the Certified She Property (CPM®) and designations. She a Master’s Degree in Education. designations. hashas aManager Master’s Degree in Education. CAPS® designations. She has a Master’s Degree in Education.

Tuition members is Tuition forfor isonly only$1,499! $1,499! Tuition formembers members is only $1,499! APASS Subscribers pay only $1,349! Tuition forAPASS members is only $1,499! APASS Subscribers pay pay only Subscribers only$1,349! $1,349! APASS Subscribers pay only $1,349!

The Certified Apartment Portfolio Supervisor (CAPS) designation wasdeveloped developed for for Regional/District Regional/ The Certified Apartment Portfolio Supervisor (CAPS) designation was The Certified Apartment Portfolio Supervisor (CAPS) designation wasMarketing developedDirectors, for Regional/ District Managers, Maintenance Directors, Mid-Upper Level Management, and Managers, Maintenance Directors, Mid-Upper Level Management, Marketing Directors, and those d Apartment (CAPS) designation was developed for Regional/ District Managers, Maintenance Directors, Mid-Upper Levelrequirement Management, Marketing Directors, thosePortfolio aspiring toSupervisor move to that level. Industry experience is either CAM®, ARM®, and RAM® aspiring to move tomove that level. Industry experience requirement is either ARM®,ARM®, RAM®with 2 years gers, Maintenance Directors, Mid-Upper Level Industry Management, Marketing Directors, and CAM®, those to that level. experience is CAM®, either with 2aspiring years ofto apartment management experience OR a requirement Property Supervisor with 2 years of RAM® multiofwith apartment management experience OR a Property Supervisor with 2 years of multi-site experience. g to move to that level. Industry experience requirement is either CAM®, ARM®, RAM® 2 years of apartment management experience OR a Property Supervisor with 2 years of multisite experience.

of apartment management experience OR a Property site experience. ce. You’ll Learn About:

Supervisor with 2 years of multi-

Youll Learn About: • Operational and financial analysis inspection • Achieving ethical excellence Youll Learn About:  Achieving ethical excellence • Propertydevelopment development feasibility About: • Property feasibilityanalysis analysis • Understanding the management agreement  Achieving ethical •• Property development Understanding theexcellence management agreement and Investment strategies, feasibility including analysis renovation, andcreating an owner’s report • Property ethical excellence  Understanding the management agreement and • Investment development feasibility strategies, analysis • Investment strategies, including renovation, renovation, including creating an owner’s report disposition, and refinancing ding the management agreement and creating an owner’s report • Investment strategies, including renovation, disposition, and refinancing Stakeholder relations with residents, •disposition, Key contentand for refinancing the owner/company due • Stakeholder relations with n owner’s report Stakeholder with residents, disposition, and refinancing • Key content for the owner/company due communities,relations and municipalities diligence report residents,communities, and municipalities content for due the owner/company er relations with residents, and municipalities • Key content for the• Key diligence report  communities, Mortgage financing •owner/company Talent development and managementdue es, and municipalities  Mortgage financing diligence report • Talent development and management diligence report • Mortgage financing  Overseeing the budget process across a portfolio throughout the employee cycle inancing Overseeing the budget process across a portfolio • Talent development and management throughout the employee cycle sales or Measuring portfolio performance and property • Managing staff during property • Talent development and management • Overseeing budget process across g the budget processthe across a portfolio  Measuring portfolio performance andaproperty throughout the employee cycle • purchase Managing staff during property sales or valuation throughout the issues, employee cycle occupancy, portfolioportfolio and property valuation • Managing staff during property sales or  performance Investigating and troubleshooting an • purchase Contemporary including  Investigating andproperty troubleshooting an purchase • Contemporary issues, including occupancy, underperforming emotionalstaff support animals, hoarding, • Managing during property sales or • Measuring portfolio performance and ng and troubleshooting an underperforming property • Contemporary issues, including occupancy, emotional support animals, hoarding,  Property acquisition and due diligence criminal background checks, RUBS, purchase propertyvaluation orming property Propertyanalysis acquisition due diligence emotional support animals, hoarding, criminal background checks, RUBS,  Market and and property inspections cybersecurity, and music licensing cquisition due analysis diligence  and Market and property inspections criminal background checks, RUBS, issues, cybersecurity, and music licensing Operational andtroubleshooting financial analysis inspections • Contemporary including occupancy, • Investigating and alysis and inspections  property Operational and financial analysiscybersecurity, inspections and music licensing emotional support animals, hoarding, criminal anunderperforming property al and financial analysis inspections background checks, RUBS, cybersecurity, and Sponsored by: • Property acquisition and due diligence Sponsored by: music licensing by: • Market analysis and property inspections

Sponsored by: To register or for more information please visit www.aago.org To register or for more information please visit january/february/march www.aago.org 2020 To register or for more information please visit www.aago.org To register or for more information please visit www.aago.org

AAGO education

2020 Class Descriptions SALES/LEASING/MARKETING TRACKS

The Sales/Leasing and Marketing tracks are designed to give you the skills you need to communicate the benefits of your product and service and to respond to a potential customer’s buying signals. Virtually everything within the world can be marketed and these skills are useful in both apartment marketing and marketing by the supplier to the apartment communities. INTRODUCTION TO THE APARTMENT INDUSTRY Have you always wanted to learn more about the Apartment Industry? You can start by attending this FREE class. You will learn: • Basics about the Apartment Industry • Vital key terms • Various jobs within the industry • How to find a job within our industry • What do you need in order to be hired? • Training and educational opportunities • Networking opportunities / committees /dinner meetings Time: 10:00 am - 11:15 am Cost: FREE Webinar CEC: 1 Audience: Anyone interested in learning more about the Apartment Industry Your Instructor: Desiree Starr, Senior Vice President Program Development, AAGO LEASING 101 Are you new to the industry? Do you have a staff member needing a refresher? Course topics include: • Introduction to the Apartment Industry • Vital key terms • Learning to identify your competition • Fundamentals of Fair Housing • Using your telephone as a tool • Greetings, Demonstrations and Closings • Effective Follow-up Time: 9: 00 am - 5:00 pm Cost: $89 Member $99 Non Member FREE for APASS! CEC: 6 Audience: Leasing, Management, Corporate Personnel, Suppliers Your Instructor: Desiree Starr, Senior Vice President Program Development, AAGO 14

The Key www.aago.org

MARKETING TO THE SPANISH SPEAKING CUSTOMER Together, we will erase the language barrier and learn how to effectively tap into the largest growing population segment in central Florida. Do you offer more than a spanish speaking person in your office? What are you doing to capture this segment of the population? Join us while we engage in a full throttle seminar guaranteed to leave you with numerous options for marketing your future resident’s homes. Find out how YOU can increase occupancies and capture your share of this fast growing segment of our population! Time: 9: 00 am - 12:00 pm Cost: $79 Member $99 Non Member FREE for APASS! CEC: 3 Audience: Leasing, Management, Corporate Personnel, Suppliers Your Instructors: Ricardo Alicea, SVP Collier Companies, Monica Ramsey, VP of Member Relations, AAGO & Desiree Starr, SVP Program Development, AAGO NEW MEMBER ORIENTATION Are you a new member to The Apartment Association of Greater Orlando? Are you looking for ways to get involved? Do you want to know the secrets to making your membership work for YOU? Course topics include: • How/When to network • Maximizing your presence through sponsorships • Committee Engagement • Learning about AAGO Leadership • And much, much more! Time: 9: 00 am - 12:00 pm Cost: FREE CEC: 3 Audience: Anyone interested in learning more about AAGO Your Instructors: Monica Ramsey, Vice President of Member Relations & Desiree Starr, Senior Vice President of Program Development RENEWAL STRATEGY WORKSHOP “Avenging your renewals; how to be the everyday hero!” This will be an interactive workshop that will include group discussion, activities and hands on experience. This workshop will focus on: • Importance of Resident Retention, • Preparing for a Renewal,

AAGO education • Understanding the Reasons Behind Rental Increases, • Common Renewal Objections and How to Overcome them. Time: 9: 00 am - 12:00 pm Cost: $79 Member $109 Non Member FREE for APASS! CEC: 3 Audience: Leasing, Management, Corporate Personnel, Suppliers Your Instructors: Angie Knipstein, Marketing and Training Director, UDR & Lori Agudo, Regional Trainer, Royal American TRACY’S TRIED AND TRUE TELEPHONE TECHNIQUES How does your property answer the phone? Every time the telephone rings you should hear the sweet sound of opportunity. With major marketing dollars invested for the phone to ring, don’t miss the opportunity to set the best first impression of your community. Learn the basics about telephone techniques and how to utilize and convert phone traffic. Attend this fun workshop and learn the importance of… • Preparing for the call • Telephone image • The psychology of sales • Rapport building • Creating the visual tour • Setting the appointment • Follow up Time: 9: 00 am - 12:00 pm Cost: $89 Member $109 Non Member FREE for APASS! CEC: 3 Audience: Leasing, Management, Corporate Personnel, Suppliers Your Instructors: Tracy Lesse, Regional Manager, Matrix Residential

MAINTENANCE TRACK

An apartment maintenance technician is responsible for tasks such as asset preservation, turning apartments and completing service requests, among others. The Maintenance Track is designed to enhance the skills that you need to complete the job of maintenance technician. APPLIANCE REPAIR Appliance Repair Seminar provides students with the skills and experience to service major appliances. There is both classroom and hands-on instruction. Students are expected to bring their own tools in order to work on appliances in the maintenance training center during the course. Student will learn tips and ideas to work more efficiently. ***Students should bring their own tools. Time: 9:00 am - 3:00 pm Cost: $79 Member $109 Non Member FREE for APASS! CEC: 6 Audience: Maintenance, Suppliers Your Instructor: Josh Keller,CAMT,Account Executive, Real Floors

PREVENTATIVE MAINTENANCE Get the “Nuts and Bolts’ of how the maintenance team operates so that your community can run at optimum performance! You need a schedule of planned maintenance actions aimed at the prevention of breakdowns and failures as well as the preservation of the asset In this seminar you will learn: • Who is responsible for your preventative maintenance program • What to include in your preventative maintenance program • When do you need in order to perform preventative maintenance • Where do you maintain the records • Why do specific actions need to be taken for items such as lighting, HVAC, etc. • How often do you need to perform preventative maintenance Time: 8:30 am - 3:00 pm Cost: $89 Member $109 Non Member FREE for APASS! CEC: 3 Audience: Maintenance, Suppliers Your Instructor: Timothy Handley,CAMT,Regional Facilities Director, Greystar

CERTIFICATION PROGRAMS:

The Apartment Association of Greater Orlando is proud to offer several nationally recognized certification programs to its members. These programs are taught by certified instructors and testing is done on site. EPA REFRIGERANT HANDLING CERTIFICATION The Federal Clean Air Act, Section 608, requires that persons who service air conditioning and refrigeration systems containing certain refrigerants be certified under an approved Federal Environmental Protection Agency (EPA) approved course. Through the ESCO Institute, AAGO is able to offer this Universal Certification. Time: 8:30 am - 5:00 pm each day Cost: $149 Member $199 Non Member $135 APASS! CEC: 6 Audience: Maintenance, Suppliers Your Instructor: Vann Flippen, Corporate Trainer, Chadwell Supply NATIONAL APARTMENT ASSOCIATION DESIGNATION PROGRAMS The multi-family housing industry is growing. Competition is fierce and multi-family housing professionals face more challenges than ever before. You can’t afford to overlook the benefits of an industry designation. Education programs and designations sponsored by NAAEI are the premier offerings for multi-family housing professionals. Each course and program has been carefully crafted and tailored to meet the ever-changing needs of today’s multi-family housing professional.

january/february/march 2020

AAGO education LANDLORD/TENANT LAW Want to know how to get the real “LEGAL EDGE” over your residents? Take the next step in your professional development and become a certified success by earning your Certified Apartment Portfolio Supervisor (CAPS) designation. The National Apartment Association Education Institute (NAAEI) offers this nationally recognized designation for Multi-site supervisors and experienced apartment managers with a CAM, ARM or RAM designation. CAPS training covers: • Legal Responsibilities and Risk Management • Financial Management • Property Performance Management • Property Evaluation and Due Diligence • Effective Leadership Time: 9:00 am - 5:00 pm for each module Cost: $1,499 Member $1,999 Non Member 10% OFF for APASS! CEC: 6 per day Your Instructor: Alexandra Jackiw, Chief Operating Officer, Hayes Gibson Property Services Prequisite: you must have worked as a multi-site supervisor for 24 months or be a CAM, ARM or RAM designate in good standing with 24 months of management experience; successfully complete the five courses listed below (which total 40 hours); and, meet all examination requirements, within 24 months of declaring your candidacy for CAPS

ESSENTIAL LEARNING TRACKS: FAIR HOUSING AND BEYOND This course was created by the National Apartment Association and it sets new standards in training. The facilitator uses DVDdelivered scenarios to demonstrate how real-life situations require critical thinking and prudent decision making. Vividly shows the serious consequences of incorrect responses and provides coaching on how to avoid costly mistakes. Delivers relevant knowledge of fair housing essentials – practical explanations of how federal, state, and local protected classes and barred discriminatory acts impact property operations. Time: 9: 00 am - 4:00 pm Cost: $99 Member $109 Non Member $89 for APASS! CEC: 6 Audience: Maintenance, Leasing, Management, Corporate Personnel, Suppliers Your Instructor: Doug Chasick, President, Fair Housing Institute

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Reduce evictions and legal problems? Learn how to navigate the legal streets of Landlord and Tenant Law in this comprehensive seminar facilitated by landlord tenant legal expert, James Barron. In this informative session, you will learn: • Improving your clients’ bottom line & occupancy rates • Effective lease provisions to assist landlords • Properly terminating tenancies • How to handle security deposit disputes • Avoiding Fair Housing complaints and dealing with service animals Time: 9: 00 am - 1:00 pm Cost: $89 Member $109 Non Member FREE for APASS! CEC: 3 Audience: Maintenance, Leasing, Management, Corporate Personnel, Suppliers Your Instructor: James Barron, Attorney, Law Office of James I. Barron III, P.A.

SUPERVISORY SKILLS How do you handle employee issues? Do you know the best techniques to interview your next superstar? What are ways to motivate and reward your team? Learn the skills necessary to become a more effective supervisor. In this seminar, you will learn: • What are the best interview styles to hire right • How to coach for optimum performance • How to provide timely and appropriate feedback • How to be an effective communicator • How to lead by example • What are the best ways to celebrate success Time: 9: 00 am - 5:00 pm Cost: $99 Member $109 Non Member FREE for APASS! CEC: 6 Audience: Management, Corporate Personnel, Suppliers Your Instructor: Desiree Starr, Senior Vice President of Program Development, AAGO

AAGO education

APASS APASS APASS

APASS: APASS: APASS: ...Get in the Fast Lane to Education ! ...Get in in the ! ! ...Get the Fast FastLane LanetotoEducation Education

The APASS program was designed to offer our standard seminars at a discount to our members. Simply pay a low monthly fee and send as many team members on your community as you wish to as many The APASS program was designed offer our standard seminars discount to members. Simply classes asprogram your wishwas every month! to communities that at areaatmembers of our AAGO may enroll for Simply Thepay APASS designed toApartment offer ourmembers standard seminars a discount to our members. a low monthly fee and send as many team on your community as you wish to as many $795 prepaidfee ORand $69send a month for 12 team months to send as many onsite team members to astomany payonly a low monthly as many members on your community as you wish as many classes as your wish everywould month! Apartmentthe communities that are members of AAGO may enroll for APASS asevery they like throughout year. classes asseminars your wish communities that are members of AAGO may enroll for only $795 prepaid OR $69 month! a month forApartment 12 months to send as many onsite team members to as many only $795 seminars prepaid OR $69 would a month for 12 months to send as many onsite team members to as many APASS as they like throughout the year. APASS subscribers also will receive 10% off all NAA designation classes such as NALP, CAM, CAMT,

APASS seminars as they would like throughout the year. CAPS as well as 10% off certification classes such as CPO, EPA, and 410 A Certification. APASS

APASS subscribers also will receive 10% off all NAA designation classes such and as NALP, CAMT, subscribers receive 10% off Leadership Development, Fair Housing & Beyond FutureCAM, Leaders too! CAPS as well as 10% off certification classes such as CPO, EPA, and 410 A Certification. APASS APASS subscribers also will receive 10% off all NAA designation classes such as NALP, CAM, CAMT, subscribers off Leadership Development, Housing Beyond and Future Leaders too! CAPS as well receive as 10%10% off certification classes such asFair CPO, EPA,&and 410 A Certification. APASS

subscribers receive 10% off Leadership Development, Fair Housing & Beyond and Future Leaders too! You get all these classes for FREE! You get all these classes for FREE!

Marketing to The Hispanic Customer Building your Dream Team You get all these classes for FREE! Leasing 101 Excel Marketing to The Hispanic Customer Building your Dream Team Landlord Tenant Law Maintenance For Managers Leasing 101 Excel Renewal Strategy Workshop Advanced Leasing Marketing The Hispanic Customer Building your Dream Team Landlord to Tenant Law Maintenance ForTechniques Managers Intro to 101 the Apartment Industry Eat the FrogLeasing Time Management Leasing Renewal Strategy Workshop Advanced TechniquesExcel AAGO Membership Orientation Tracey's Telephone Techniques Landlord Tenant Law Industry For Managers Intro to the Apartment Eat theMaintenance Frog Time Management Preventative Maintenance Supervisory Skills Renewal Strategy Workshop Advanced Leasing Techniques AAGO Membership Orientation Tracey's Telephone Techniques Selling the Experience Coaching For Peak Performance Intro to the Apartment Industry Preventative Maintenance Eat the Frog Time Management Supervisory Skills Are youthe theExperience One Marketing Solutions Fair Housing Workshop Selling Coaching ForTelephone Peak Performance AAGO Membership Orientation Tracey's Techniques Customer Selling Solutions Fundamentals of Leasing Are you theCentric One Marketing Fair Housing Workshop Preventative Maintenance Supervisory Skills Selling without Concessions Building your Brand Customer Centric Selling Fundamentals of Leasing

Selling the Experience Selling without Are you the OneConcessions Marketing Solutions Customer Centric Selling Selling without Concessions

Coaching For Peak Performance Building your Brand Fair Housing Workshop Fundamentals of Leasing Building your Brand

The APASS is our way of saying "Thank You" to our loyal members while is offering quality education at You" an affordable price. The APASS our way of saying "Thank to our loyal members while offering quality education at an affordable price.

It really is a NO BRAINER! The APASS is wayisofasaying "Thank You" to our loyal It our really NO BRAINER!

members while offering quality education at an affordable price.

It really is a NO BRAINER!

january/february/march 2020

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AAGO education

S TUDE NT NT SP O TLI GHT EDDY PEREZ PRO PERTY MAN MANAG AGER, PROPERTY ER, MADISON RIVER RIVER WALK WALK MADISON

How old were you when you

Have you completed any

started in the industry and

professional designations or

what was some advice you

development programs? How do

received?

these assist you in your career?

“I was 19 when I started my career in Residential Property Management. On my first day, I remember going over the hundred and one questions I had for my Property Manager in my head. She must’ve

I have my CAM designation and am currently completing LEAP. Both have helped me sharpen and valuable leadership skills that I will carry with me throughout my career.

seen my apprehension because before

Do you have any programs you

walking into her office, she said to me,

would like/plan to attend?

“Kid, if you stop asking questions, you’ll stop learning, and if you stop learning, you’ll stop growing." It has stuck with me ever since.

Sure, experience is a good teacher, but one would be naive to think they cannot

I’m no longer 19, but still have a hundred questions, so, yes. My next endeavor is my CAPS designation in February of 2020!

What's next for Eddy

learn from those who have gone and went

Perez?

before them. This is why I’m thankful for

Our industry is extremely people driven and

the abundant learning spaces AAGO

people oriented. So, my goal is to become

provides. These spaces cater to the

what the cool kids call a "Chief People

diversity of the multifamily industry and

Officer. Simply put, a better me; a better

give those with a fervor to learn and grow

father, a better husband, a better friend, and

in their career an opportunity to have their

a better colleague. It would be my desire to

"hundred and one questions" answered.

utilize the space between who I am today and who I hope to be tomorrow to grow and evolve. Allowing me to recruit, develop, and lead a team that outperforms its competition and leads by example.

The Key www.aago.org

AAGO education

Congratulations

to the following individuals for successfully completing their prestigious NAAEI Professional Designations.

Certified Apartment Maintenance Technician

Jaime Bracero, CAMT Jason Dionne, CAMT Jonathan Galvez, CAMT Steven Halsey, CAMT

Oscar Melo, CAMT Jay Peters, CAMT Scott Richardson, CAMT Jose Rivera, CAMT

Certified Apartment Manager

Certified Apartment Portfolio Supervisor

Kimberly Athridge, CAM Julia Farley, CAM

Beth Mixon, CAPS

If you are interested in enrolling in an upcoming designation program, please visit www.aago.org or email Jeffrey Bey at Jeffrey@aago.org.

GOING ABOVE & BEYOND To Deliver Incredible Service

Proud member of

Leading Distributor of Multifamily Maintenance Supplies

Phone: 866.630.6747 | Fax: 866.631.6747 | EspaĂąol: 888.281.0255 | supplyHQ.com january/february/march 2020

AAGO events

2020 events calendar / schedule Date Day

Time Class/Event Name

January

15. . . . . . . . . Wednesday . . . . . . . . . . . . . . . . . 6:00 pm- 8:30 pm . . . . . . Installation of Officers, Directors, and Committee Leaders 28-29. . . . . . Tuesday-Wednesday. . . . . . . . . 8:00 am - 5:00 pm. . . . . . .FAA Legislative Days

march

10-11. . . . . . . Tues - Wednesday. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . NAA Advocate Conference 24. . . . . . . . . Tuesday. . . . . . . . . . . . . . . . . . . . . 4:00 pm - 8:00 pm. . . . . . Maintenance Appreciation Event

april

21. . . . . . . . . Tuesday. . . . . . . . . . . . . . . . . . . . . 5:00 pm - 9:00 pm. . . . . . Trade Show

may

20 . . . . . . . . Wednesday . . . . . . . . . . . . . . . . . 6:00 pm- 8:30 pm . . . . . . State of the Market Dinner Meeting 28. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 6:00 pm- 8:00 pm. . . . . . AAGO Foundation Rock N Bowl

june

16-19 . . . . . . Wednesday-Friday. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . NAA Education Conference-Boston 24. . . . . . . . . Wednesday . . . . . . . . . . . . . . . . . 4:00 pm- 7:00 pm. . . . . . . Business Exchange

july

22. . . . . . . . . Wednesday . . . . . . . . . . . . . . . . . 10:00 am - 3:00 pm. . . . . . Job Shadow Day

september

17. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 6:00 pm- 8:00 pm. . . . . . AAGO Foundation Casino Night 30-2. . . . . . . Wednesday-Friday. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . FAA Conference and Trade Show

october

15. . . . . . . . . Thursday. . . . . . . . . . . . . . . . . . . . 10:00 am - 3:00 pm. . . . . . Lease-A-Palooza

november

4-7. . . . . . . . Wednesday - Saturday . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . NAA Assembly of Delegates 13. . . . . . . . . Friday. . . . . . . . . . . . . . . . . . . . . . . 11:00 am - 2:00 pm. . . . . . “Thanks for Giving” Luncheon

december

5. . . . . . . . . . Saturday. . . . . . . . . . . . . . . . . . . . 6:00 pm- 10:00 pm . . . . . Golden Key Awards

The Key www.aago.org

AAGO events

2020 2020 2020 Installation Installation & & Appreciation Appreciation Installation & Appreciation Dinner Dinner Dinner WEDNESDAY, JANUARY 15, 2020

WEDNESDAY, JANUARY 2020 WEDNESDAY, 15, 2020 WEDNESDAY, JANUARY JANUARY 15,15, 2020

THE ALFOND INN THE INN 300 E. NEW ENGLAND AVE. WINTER THE ALFOND ALFOND INN PARK FL, 32789 300 E. NEW ENGLAND AVE. WINTER 300 E. NEW ENGLAND AVE. WINTER PARK PARK FL, FL, 32789 32789

SCHEDULE 6 : 0 0 P M - 7 : 0 0SPCMH : E P RDEU S IL DE ENT'S SCHEDULE 7:00 PM- 8:45 PM: DINNER, PROGRAM,

RECEPTION

TION 6 : 0 0 P M - 7 : 0 0 P M : P R E S I D E N T ' S RIENCSETPA TL ILOA N 6 : 0 0 P M 7 : 0 0 P M : P R E S I D E N T ' S R E C E P T I O N 6:00 PM - 7:00 PM: PRESIDENT'S RECEPTION

7:00 PM- 8:45 PM: DINNER, PROGRAM, INSTALLATION 7 7 :: 0 00 0 P PM M -- 8 8 :: 4 45 5 P PM M :: D D II N NN NE ER R ,, P PR RO OG GR RA AM M ,, II N NS ST TA A LL LL A AT T II O ON N

LEE ROGERS LEE ROGERS 2019 LEEPRESIDENT ROGERS 2019 PRESIDENT 2020 PRESIDENT-ELECT LEE ROGERS 2019 PRESIDENT 2020 PRESIDENT-ELECT 2020 PRESIDENT-ELECT 2019 PRESIDENT

2020 PRESIDENT-ELECT

JOSEPH ROSENWASSER JOSEPH ROSENWASSER 2020 AAGO FOUNDATION JOSEPH ROSENWASSER 2020 AAGO PRESIDENT-ELECT RICARDO ALICEA 2020 AAGO FOUNDATION FOUNDATION PRESIDENT-ELECT IMMEDIATE PAST PRESIDENT-ELECT

PRESIDENT, 2017-2018 REGISTER AT, REGISTER HTTPS://WWW.AAGO.ORG/EVENTS/INSTALLATION2020 REGISTER AT, AT, HTTPS://WWW.AAGO.ORG/EVENTS/INSTALLATION2020 HTTPS://WWW.AAGO.ORG/EVENTS/INSTALLATION2020 january/february/march 2020

AAGO events AND SO IT WAS...

From some attendee photo-booth photoshoots, to a competitive costume contest and marketing skills used to sail through the chum- illed waters of the shark tank, 2019's Lease-A�BOO�Looza was spook-tacular! However, it wasn't all fun and games... Making the most of the afternoon, attendees got to listen, lunch, and learn from some of the industry's major marketers.

Ms. Dunaway highlighted the customer's journey offering our attendees advice on how to maximize your digital footprint and cater to your potential customer's needs.

Ms. Wood brought the selling experience, emphasizing the importance of maintaining your online curb appeal and how to make your customer feel valued. Mr. Hamburger covered online repuation management covering your Zero Moment Of Truth (ZMOT) and the importance of A.RM.

PARKING LUNCH

PHOTO BOOTH

Lisa Trosien National Multifamily Industry Speaker The Apartment Expert

The Key www.aago.org

Ms. Trosien closed the show with the takeaways of storytelling. She discussed the value of authenticity, how to positively reframe your disadvantages. abd perfect your elevator pitch.

EVENT

SNACKS & REFRESHMENTS

AAGO events

GNIKRAP HCNUL HTOOB OTOHP TNEVE & SKCANS STNEMHSERFER

january/february/march 2020

AAGO events And So It Was...

(continued)

PARKING LUNCH PHOTO BOOTH EVENT SNACKS & REFRESHMENTS

26 26

The The Key Key www.aago.org www.aago.org

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Friday, November 15th, AAGO members, guests, speakers and staff all gathered at the Alfond Inn in Park for our annual Thanks for Giving Luncheon. OnWinter rom the gathering of toys for our Toys for Tots Drive and our esteemed and inspiring panelists discussing the astounding communal impacts of workforce development, to the AAGO Foundation’s presentation F of a $35,000 check for the RPM and AMT scholarships through Valencia College and the recognition of our

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assiduous volunteer leaders, our Luncheon was an enormous success!

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hank you

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gracias

Waad ku ahay

AAGO events

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iy2020 january/february/march

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And So It Was...

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gracias

AAGO events

ad ad k хвала б a u хвала g и Thank you hvala san ас ou on Na b ‫آ‬ a ‫پ‬ t gode Сп ‫ﮐﺎ‬ ‫ﺷ‬ ky ‫ﮑﺮ‬ y a ‫ﯾﮧ‬ i n h g a N ay ‫תודה‬ Th

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ந

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gracias

AAGO events

Waad ku ahay

ad ad k хвала б a u хвала g и Thank you hvala san ас ou on Na b ‫آ‬ a ‫پ‬ t gode Сп ‫ﮐﺎ‬ ‫ﺷ‬ ky ‫ﮑﺮ‬ y a ‫ﯾﮧ‬ i n h g a N ay ‫תודה‬ Th

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ACE Cafe

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B FT RA

O FO

M GA

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March 24th, 2020 6:00 pm - 8:30 pm

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The Key www.aago.org

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EvictTV.com

www.Evict.com info@Evict.com january/february/march 2020

AAGO FOUNDATION

CASINO NIGHT! CASINO NIGHT! Presented by the Friends of the Foundation

WED. OCTOBER 30, 2019

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Join us for a night filled with industry friends, casino fun, and good luck! All proceeds will benefit the AAGO Foundation's 2019 charities.

6:00 PM TO 9:00 PM

AT THE

SHOWROOM

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The Key www.aago.org

AAGO advocacy

AAGO Advocacy at Work By: Trinity

AAGO

Kutschinski

Public Affairs Manager

GOVERNMENT AFFAIRS

2020 LEGISLATIVE 2020 LEGISLATIVE SESSION SESSION AT A GLANCEAT

The new year always brings excitement and in Florida, the new year also means another Legislative Session, and another FAA Legislative Conference. As you get ready to strategize and plan for the year ahead of you, make sure to mark your calendar with the important dates above.

New Years Day

Fun Fact! The Florida Legislature meets in session every year for sixty consecutive days. On each odd-numbered year, regular session convenes on the first Tuesday after the first Monday in March. On even-numbered years, regular session convenes on the second Tuesday after the first Monday in January.

2020 LEGISLATIVE CONFERENCE

Regular Session Convenes

A GLANCE

MONDAY, JANUARY 27 TO WEDNESDAY, JANUARY 29

The new year always brings excitement and in Florida, the new year also means another Legislative Session, and another FAA As we prepare forAsthe 2020 Session andyearFAA With the growing usetheof ESAs, unqualified providers that do not Legislative Conference. you get readyLegislative to strategize and plan for the ahead of you, make sure to mark your calendar with important dates Legislative Conference, we urge and encourage youabove. to familiarize have a license to practice in the state of Florida, have established

Fun Fact!yourself The Florida Legislature meets in session every legislative year for sixty consecutive year,that, regularfor session convenes with our industry’s 2020 priorities!days. On each odd-numbered websites a fee, offer false ESA documentation. For this on the first Tuesday after the first Monday in March. On even-numbered years, regular session convenes on the second Tuesday after the first reason, we urge the Florida Legislature to pass HB 209 which Monday in January.

1. Protect the Sadowski Affordable Housing Trust Fund would require ESA documentation to be completed by a licensed As we prepare for the 2020 Legislative Session and FAA Legislative Conference, we urge and encourage you to familiarize yourself Every year, we urge the Floridawith Legislature to reserve all Sadowski provider who has a treatment relationship with the patient our industry’s 2020 legislative priorities! funds for Florida housing programs. In the state of Florida, and bring clarification to a property owner’s right to verify the 1. Protect the Sadowski Affordable Housing Trust Fund funding inyear, state trusts can fall in to one of two categories, presented ESA documentation. Every we urge the Florida Legislature to reserve all Sadowski funds for Florida housingauthenticity programs. In theof state of Florida, funding state for trusts fall in to one of two categories, earmarked, earmarked, (to beinused a can particular purpose designated by law),(to be used for a particular purpose designated by law), or, not earmarked (funds are designated for a particular purpose, however, not by law, so monies be or, notused earmarked (funds are designated for a particular purpose, 3. Clarification of Fire Radio System Requirements to cover deficits/needs in the state’s budget). Unfortunately, the Sadowski Housing Trust Fund is not earmarked. however, notis why by law, so monies be used to cover todeficits/needs Underthese 633.202 ofbeing Florida Statute, local governments have Which this year, we are urging the Legislature pass SB 306/HB in 381the which would prevent funds from for other purposes in the state budget. state’sused budget). Unfortunately, the Sadowski Housing Trust Fund the authority to regulate fire radio systems and determine the 2. Reduce Emotion Support Animal Fraud and Abuse is not earmarked. Which is why this year, we are urging the required signal strength for new and existing buildings within An issue we are again bringing to fruition, current Florida law lacks necessary clarity regarding Emotion Support Animals Legislature to aspass SB rental 306/HB which would prevent these their jurisdiction. Problems have continued to arise under (ESAs) and, a result, owners381 frequently receive fraudulent requests for ESA accommodations. Per the federal Fair reasonable may include elimination of a pet rent fee or allowing an ESA to reside on a fundsHousing from Act, being used accommodation for other purposes inthethe state budget. the ambiguity of current statute. Given that statute does not “pet-free property.” With the growing use of ESAs, unqualified providers that do not have a license to practice in the state minimum requirements for municipal radio of Florida, have established websites that, for a fee, offer false ESA documentation. Whichclearly is we urgearticulate the Florida Legislature 2. Reduce Emotion Animal Fraud and to pass HB 209 whichSupport would require ESA documentation to beAbuse completed by a licensed provider who has a treatment equipment, timelines for ongoing equipment inspection, or the relationship the patient and bring a property owner’s right authenticity presented ESA An issue we arewithagain bringing to clarification fruition, tocurrent Florida lawto verify theability for of a municipality to withhold a Certificate of Occupancy, documentation. lacks necessary clarity regarding Emotion Support Animals (ESAs) it has created a number of inconsistencies and unintended 3. Clarification of Fire Radio System Requirements and, as a result, rental frequently receive Under 633.202 of Floridaowners Statute, local governments have thefraudulent authority to regulate fire radio systems and determine the consequences for property owners across the state. Which is why required for new and existing within their Problems have continued to arise under the the Legislature to pass legislation that requests for signal ESAstrength accommodations. Perbuildings the federal Fairjurisdiction. Housing this year, we are urging ambiguity of current statute. Given that statute does not clearly articulate minimum requirements for municipal radio Act, reasonable accommodation may include the elimination of a toa Certificate clarify fire equipment, timelines for ongoing equipment inspection, or the ability for a municipality toseeks withhold of department radio signal requirements for new pet rent fee oritallowing ESA oftoinconsistencies reside on and a “pet-free Occupancy, has created an a number unintendedproperty.” consequences for property owners across the state. and existing high-rise buildings. Which is why this year, we are urging the Legislature to pass legislation that seeks to clarify fire department radio signal requirements for new and existing high-rise buildings.

january/february/march 2020

AAGO advocacy

Advocacy Advocacy at Work AAGO at Work (continued)

By: Lee

Steinhauer

Government Affairs & General Counsel

Government Affairs Report Orange County Housing for All Taskforce Orange County Mayor Jerry Demings convened the Housing for All Task Force in April of 2019. The Task Force was asked to examine and discuss potential solutions that would work to increase housing affordability in Orange County. AAGO was represented on the Task Force, along with other groups and organizations in the housing industry. The Task Force, held their final meeting on Friday, November 15th where they presented their 10-year Action Plan. The Plan includes recommendations that focus on the creation of new housing units, diversification of the County’s housing stock, preservation of existing affordable units, integration of social capital and economic development, as well as, educating and engaging the community on available housing options. The Action Plan was presented to the Board of County Commissioners on December 17th, with recommendations set for implementation in 2020 and beyond.

AAGO

GOVERNMENT AFFAIRS

directly to the Seminole County Board of Commissioners. AAGO and its members will continue to be involved and well represented as the process moves forward. Orange County Charter Review Commission— Rights of Nature The Orange County Charter Review Commission is currently considering a Charter Amendment to go on the ballot in Orange County in 2020 which would grant the Wekiva and other water bodies in Orange County certain rights, and legal causes of action pursuant to those rights. This has potentially huge implications for development and businesses generally in Orange County if it passes and is not preempted at the state level. AAGO is working closely with FAA and others on this issue and preparing to engage from an advocacy standpoint.

Clermont Multifamily Moratorium The City of Clermont recently enacted a six-month moratorium on all multifamily housing in the City, beginning October 1st and ending in April 2020. The stated reason given by the City Council for the moratorium was to provide time for the City to revise its Land Development Code. AAGO continues to meet and work with City Staff and officials.

Advisory Boards Each County and municipal government has advisory boards and committees that citizens who work and/or live in the jurisdiction can apply to be on and directly impact the industry, including development, code enforcement, etc. In many cases, issues and even proposed ordinances are brought to these advisory boards and committees for review and comment very early on in the process, well before they are ever made public or addressed by elected officials.

Seminole County Transportation/Mobility Impact Fees Recently, Seminole County began evaluating whether to raise their transportation related impact fees. The fees have not been increased since the 90s. As part of the evaluation process, Seminole County staff reached out to and met with AAGO’s Developers Council to discuss the potential fee increase. The feedback provided by the Developers Council will be provided

As such, having AAGO members serving on these boards and committees is an extremely effective way to influence issues effecting the industry, and obtain valuable advance knowledge of potential issues before they arise. If you (or perhaps someone at your company) are interested in receiving more information or serving on an advisory board, please let Trinity or Lee know!

The Key www.aago.org

AAGO legal LEGAL NEWS by KEVIN KNIGHT

A FEW MORE SLIP AND FALLS TO CONSIDER We continue to plumb the depths of personal injury claims arising in scenarios that could easily be encountered in an apartment complex setting. If there’s “good news” here, it’s that there’s never a shortage of cases to consider!

Plaintiff suffered a cervical disc bulge and she also aggravated a prior cervical condition.

Demosthene vs. Liman. Miami-Dade County Case No: 151459 (Judge Spencer Eig,6/25/19)

In setting forth her claim, Plaintiff asserted that Defendant failed to properly clean the staircase, failed to remove the cleaning agent and didn’t dry the staircase and traffic area.

Plaintiff (28 years of age) asserted that at a time when she was pregnant, she slipped and fell in water leaked through the air conditioner in a condominium unit. As a result of her slip and fall, Plaintiff claimed that she had a cervical and lumbar strain and sprain. She further claimed that this added complications to her pregnancy.

VERDICT: The Defendant was found to be 100% at fault. Plaintiff was awared $37,939 for Plaintiff’s damages but didn’t award her anything for future medical expenses. Plaintiff wasn’t satisfied with the verdict and has filed a motion for a new trial.

Plaintiff contended that the unit owner was negligent for failing to maintain the air conditioner and allowing water to leak, pool and create a slippery condition. Immediately after the accident, she went to the emergency room complaining of headaches, neck pain, back pain and knee pain. She told the ER personnel that she was concerned about her unborn child but they couldn’t take any xrays. Later, her child was born with no issues. As a result of her injuries, Plaintiff underwent physical therapy, massage and traction and claimed that her complaints still existed as of trial.

Hoke vs. Bonefish, etc., Pasco County Case No: 16-351 (Judge Linda Babb)

Defendants did not timely file an answer to Plaintiff’s complaint and they were defaulted. The trial proceeded on causation and damages. VERDICT: The jury awarded Plaintiff $61,000. Lobosco vs. Environmental Blasting Solutions, Inc., d/b/a Big Green Men. Broward County Case No: 14-14227 (Judge John Bowman 4/23/19) Plaintiff was a resident in an apartment complex that was being cleaned by the Defendant. Plaintiff asserted that Defendant left a cleaning agent on the stairs and she slipped and fell as a result. As a result of her fall,

By: Kevin Knight

Plaintiff claimed that she slipped and fell in Defendant’s location because there was a wet and slippery substance on the floor. Plaintiff also asserted that there were prior slips and falls at Defendant’s business and Defendant was on notice of the dangerous condition. In rebuttal Defendant asserted that they had inspected the area right before Plaintiff’s fall and there was no slippery substance or anything else that would have caused Plaintiff to slip and fall. They didn’t dispute that the shoulder surgery and injury was caused by Plaintiff’s slip and fall. VERDICT: The jury found no negligence on Defendant’s part. CONCLUSION: Slips and falls are “dicey” for the property owner, management company and for the plaintiff as well. If the jury concludes that the plaintiff was either inattentive or had some other contributing cause, a jury can find that the defendant wasn’t negligent regardless of the injury to the Plaintiff (see Hoke above).

january/february/march 2020

AAGO market trends

Connect With NAA 2020 NAA Excellence Awards: Submissions Open December 2 By Mike Clow, Greystar 2019 National Apartment Association Chairman of the Board

You could be the next recipient of the NAA Excellence Awards! Submissions are opening Dec. 2. The NAA Excellence Awards, or Excels, recognize excellence and leadership in the rental housing industry, celebrating communities, industry professionals and affiliated apartment associations that make unique contributions to our industry. New categories this year include: . • NAA’s Best Places to Work Award • Affiliate Member Engagement • Outstanding Service to an Affiliate • Supplier Sales Professional of the Year • Diversity & Inclusion • Technology Innovation • Sustainable Living Innovation Learn more at www.naahq.org/about/awards-programs/ excellence

NEW: NAA Diversity Leadership Program

Applications are now being accepted for NAA's Diversity Leadership Program. This program will provide up to 15 members of diverse backgrounds an opportunity to develop as a leader in the rental housing industry. Participants will gain leadership experience through mentoring and training as part of the year-long program. For further information visit www.naahq.org/diversity-inclusion

Just Released: New Research on the Imacts of Rent Control

With rent regulation policies gaining traction across the U.S., NAA commissioned a study on the impacts of rent control. The report was recently released and covers four markets: Chicago, Denver, Portland and Seattle. The research measures the impacts of rent caps on new supply, rent, income, maintenance spending, property values and property taxes. Look for more markets to be added in 2020 as well as customizable research specific to your local market. Find out your city’s ranking and how it affects you at www.naahq.org/news-publications/modeling-impacts-rentcontrol

NAA Open Door: New Partner, Cintas

Cintas, the newest partner for NAA Open Door, provides branded uniforms, superior facility products and services and first aid and safety supplies to help members keep properties running smoothly while saving time

The Key www.aago.org

and money. As part of the NAA Open Door program, NAA members can receive special savings on products and services they use every day. Contact the Cintas National Services Team via email at nationalserviceteam@ cintas.com or by phone at 1-866-725-6273 and mention NAA’s Corporate Code Number: 13321 to receive your savings! Learn more at www.naahq.org/member-services/open-door

Apartmentalize: Game Changer Speakers Announced

NAA just announced the six Game Changer Speakers for Apartmentalize in 2020. These speakers are to motivate and inspire you and your teams, so be sure to join us June 17-19 in Boston! General Session speakers will be announced soon. To register, visit www.naahq.org/apartmentalize/register

CampusConnex: Early Rate Deadline is December 16

Don’t miss out on the best pricing to attend CampusConnex in New Orleans this February, bringing the best in student housing industry together to connect in even more powerful ways. After Dec. 16, rates will increase. Reserve your spotat www.naahq.org/campusconnex

Advocate: Fill the Seat and Be a Part of the Conversation

Registration is open for the biggest advocacy event of the year for the rental housing industry. Be a part of the conversation around rental housing issues already happening throughout the country. We need to act to ensure our representatives in Congress hear the full story and pursue responsible and sustainable housing policies. Registration is free. Will we see you March 10-11 in D.C.? To register, visit www.naahq.org/advocate

Stay in the Know: Sign Up for NAA Newsletters

From operations insights to leading-edge marketing strategies NAA’s suite of weekly and monthly e-newsletters are designed to leave readers with the business intelligence needed to be more efficient, effective and profitable in their rental housing operations. To start receiving your free e-newsletters, email newsletters@naahq.org and request receipt of any or all of the following: • Industry Insider • Apartment Technology• Apartment Advocate • CampusConnex • Marketing Buzz • Operations Insights • Apartment Business Update

AAGO market trends

Lease With LeaseWith With Lease CONFIDENCE Lease With CONFIDENCE CONFIDENCE CONFIDENCE

With more than 6 million units and 25,000 properties, With morethan than66 million million units properties, With more unitsand and25,000 25,000 properties, NAA Click &6 Lease is units the rental housing industry’s With more than million and 25,000 properties, NAAClick Click&&Lease Lease is the industry’s NAA therental rentalhousing housing industry’s Gold NAA Click & Lease is the Standard. rental housing industry’s Gold Standard. Gold Standard. Gold Why useStandard. anything else? Why use use anything else? Why anything else? Why use anything else?

Features Features Features Features Integrates with all PMS software Integrates with Integrates with allall Integrates with all PMS software Multi-user platform that PMSsoftware software integrates PMS

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Simple online Simple online Simple online rental application Simple online rental application rental application Collects relevant future resident rental application Collects relevant future resident

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Customizable databases Customizable databases Set up a lease database

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january/february/march 2020 41 8/11/19 2:10 PM 8/11/19 2:10 PM

8/11/19 2:10 PM 8/11/19 2:10 P

AAGO market trends

MARKET BEAT Multi-Family Market Vital Signs By MyRentComps.com

Population and Permits

A quote from the April 2017 Market Beat, “Lately, it seems there has been some concern regarding new multifamily development across the AAGO Region. When one looks at the number of units currently under construction and how many are in the pipeline, it can make one a little bit concerned that the market may soon be reaching oversupply.” It appears that the concern we recognized in early 2017 was shared by some combination of the development community, local municipalities, and lenders as permitting was slowed drastically that year. Multifamily “MF” Permitting in the AAGO Area After five years of stability and growth, MF permits issued in 2017 were cut by 52% from the previous year. We can speculate and pontificate about why we were a bit cautious in early 2017, but as you can see that caution was quickly set aside in 2018 as 12,431 MF units were permitted. 2017 aside, the region’s MF permitting exceeded 6,000 units since 2013 with Orange County receiving the most permits and Osceola County in a distant 2nd place. As of October 2019, there had been over 8,900 MF permits issued with almost 11,000 projected by years end. The AAGO Region has 7 years of strong permitting, slowly approaching the sustained pace experienced in the late 1990’s through 2007. This trend in permitting continues to suggest that municipalities, developers and lenders are still optimistic about the future economic conditions in Central Florida… and population growth might have something to do with that. As a reminder, MF permitting does account for both apartments and condominium permits so not every multifamily permit equates to a rental unit. That said, a good number of them are rental. Population in AAGO Area In the six years from July 2010 to July 2016, the AAGO region saw a population increase of 336,476, or a 12.8% increase. In half the time, from 2016 to 2019, there was an increase of 230,608, or 8%. This is something to watch as population growth is 100% related to demand for housing units. This table really gives you some perspective of the population growth that the AAGO region (reflecting also the State of Florida) is experiencing. In the last year, 1,630 people per week are moving into the AAGO Area, which equates to 84,745 people for the year. You can see that the population growth has been increasing at a substantial rate since 2016. It makes sense that the two areas (Orange and Osceola Counties) with the most permits, are also the areas with the most population growth. That said, Orange County is clearly the center of the population growth in the region as it gains more people a year than Osceola and Lake Counties combined. Even though the total numbers aren’t as big, if you are in a smaller county like Lake County, this type of population growth can have huge impact (some good, and some bad). Final Thoughts Permit activity shows that since the late 1990’s (minus only a few years in the late 2000’s to early 2010’s) the AAGO multifamily inventory has experienced a tremendous amount of growth. That said, without looking at any other possible factors (Rent Trends, Occupancy, Concessions, Job Growth & Unemployment, etc.), seeing these population growth trends might make one contemplate the opposite concern that we considered in 2017… will there be enough housing? Although we ran out of space in this Market Beat, soon we will take a look at other market indicators and see what they are saying about our industry. Hope you and yours had a Wonderful Holiday Season! Source: U.S. Census Bureau, AAGO OMS 42

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AAGO market trends

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July 24th-Program Orientation and Hogan Assessment Review August 21st-The 5 C’s of Leadership; Leadership Engagement September 18th- Listening Leadership October 9th-"Going from Led to Lead October 23rd-Leadership “Speak” November 20th-Leadership Applications: Ethics, Counseling and Performance Appraisals

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AAGO market trends

Utilizing LinkedIn Connections to Create a Powerful Email Marketing Campaign By Ashley Tyndall

With a booming and digitally competitive multifamily market, it has become increasingly more difficult for properties to connect with prospects through standard email marketing campaigns. Consumers are bombarded continuously with impersonal offers and advertisements from companies every day. Inboxes are being filled with unwanted, promotional messages, and people are quickly marking these emails as spam or deleting them entirely. Luckily, there is an effective way to prevent your well-crafted emails from being overlooked, and it’s centered around your LinkedIn connections. With the proper use of LinkedIn, multifamily businesses can build strong email lists that are pulled from real relationships with target prospects. What makes LinkedIn extremely helpful in this context is that you can virtually connect one-on-one with nearly anyone, and then market to them once they are a part of your network. Before jumping into utilizing your LinkedIn connections; however, there are two things you will need to do first to maximize your efforts: • Continuously post relevant and helpful content on your LinkedIn for your target market (i.e., renters, vendors, industry professionals) and even more so for your target audiences (i.e., renters with high incomes, renters who own pets, renters located in a specific geographic location). This will establish you as a trustworthy and reputable knowledge source in the multifamily market. • Ask your networks on your other social media platforms to connect with you on LinkedIn. This will give you an increased amount of connections that you will be able to engage with and add to your email marketing campaign. How do you effectively utilize your LinkedIn connections for a powerful email marketing campaign, and what makes this strategy different from the rest? Below, we outline three simple steps: 1. Categorize Your Contacts A helpful feature on LinkedIn that many businesses are not aware of is the ability to segment all of your connections into different

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categories. For multifamily business purposes, these categories can be your various target audiences or specific types of people within your single target audience. LinkedIn refers to this categorization as “tagging.” This ability is beneficial because it allows you to tailor your messages for each group to ensure you are sending relevant content. For a general segmentation, here’s an easy list to begin with: • Current Renters • Former Renters • Hot Prospects • Prospects • Cold Prospects • Potential Vendors • Industry Colleagues • Associations • Locals While this is a good starting point, we encourage you to narrow your segmentation even more. Take your “hot prospects” group and segment them by age, income, location, job, passions, or any categorization that is relevant to your property. For example, you might group contacts that care about the environment because your property offers green features, or tag connections between the ages of 24 and 30 because your property is located in a young community. The more defined and specific you are with your tagging, the more you can effectively reach your audiences. 2. Start Connecting There’s no quicker way to get a LinkedIn connection to disregard and delete your emails than by adding them to your email marketing list before first building a relationship and allowing them to “opt-in” to your email list. This is why simply exporting all the emails from your LinkedIn connections and immediately adding them to your email marketing campaign is a mistake. Following this “shortcut” process can result in the connection marking your email as spam, deleting it, and immediately unsubscribing. Not only can this damage your already tenuous relationship with a connection, but it can also hinder email engagement. Not to mention, LinkedIn’s update in November

AAGO market trends

2018 that introduced a privacy setting, blocking businesses from exporting users’ email addresses. The best action plan for gaining positive email engagement from your LinkedIn connections starts with building meaningful relationships with them. Enter LinkedIn Messaging. With this handy feature, you can direct message your connections. To decide how to approach each user and what information to share, utilize your segmented list and craft messages for each group. Keep in mind, this phase of relationship building should not include any type of offer from you — save that for your email campaign. 3. Make the Ask Once a positive relationship is established, it’s time to make the ask: “Would you like to sign up for our email list?” To ensure your ask is as effective as possible, demonstrate immediate value. Detail specifically how the renter can benefit from signing up for your email list. For example, you can offer inside updates on your properties, the latest multifamily news, special leasing offers, and helpful information on apartment renting. The more you have connected with them and established yourself as a valuable resource, the more favorable they will feel opting into your email list. Tapping Into a Treasure Trove of Prospects By establishing a relationship with your LinkedIn connections and allowing them to “opt-in” to your email list willingly, you can earn

not only their attention but their trust. Now, when they receive your emails, they will recognize your name, remember the helpful information you provided, and will be more likely to engage. In fact, 51 percent of marketers say the success of email marketing campaigns is often limited by the lack of relevant information about their target audience. With the utilization of LinkedIn connections, you have the opportunity to learn real information on the individuals you are trying to market. Ultimately, your LinkedIn connections are a treasure trove of positive relationships and business opportunities waiting to happen. When utilized correctly, you can turn these connections into relationships where the recipients look to you for relevant information and recognize your name when it appears in their inbox. This will lead to a powerful email marketing campaign with the high engagement you’ve been waiting to see. ______________________________________________________ Sources: • https://www.kiplinger.com/article/real-estate/T050-C032-S014-2019-real-estatereport-the-multifamily-market.html • https://www.linkedin.com/pulse/tips-tidying-up-your-connections-linkedintagging-matt-laclear/ • https://www.linkedin.com/help/linkedin/answer/1645/sending-messages-toconnections?lang=en •https://business.linkedin.com/sales-solutions/blog/sales-leaders/2017/12/usethese-6-email-marketing-tactics-to-achieve-better-sales-resu •https://techcrunch.com/2018/11/21/linkedin-email-privacy/ •https://digitalagencynetwork.com/email-marketing-still-effective-strategy/

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