July 2021 Key Magazine

Serving Orange, Seminole, Osceola, Volusia and Lake Counties

JANUARY 2021 JULY/AUGUST/SEPTEMBER 2021

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CAMT Training

Introducing

Valet Living CONNECT Everything else is just trash

CONNECT your onsite staff to fewer interruptions Valet Living Connect, with the industry-leading resident app, reduces resident questions, comments and complaints about trash collection by almost half!1

CONNECT your residents to live virtual fitness classes Residents want it! 85% of consumers reported using a live-stream fitness class.2 With Connect, you can give residents dozens of fitness classes each week at no cost to them.

CONNECT your residents to live virtual events Taught by professionals for community living, your residents can access more than 20 complimentary virtual events each month — and all without using onsite staff time!

Instead of offering just trash collection, give your residents a new standard of easy living with Valet Living. Make the switch to Valet Living Connect.

ValetLiving.com/Connect (888) 855-6062

2

1. Based on internal 2020 study 2. MindBody Virtual Fitness Survey July 2020. All Valet Living logos and images associated therewith, and all other Valet Living products and services, are trademarks or registered trademarks of Valet Living, LLC in the United States and other countries.

THE KEY www.aago.org

CONTENTS Follow us on...

JULY/AUGUST/SEPTEMBER 2021 VOLUME 47, NO. 3 6 7

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

Make sure to visit the AAGO educational calendar and register for your next class today! https://www.aago.org/events/education

AAGO New Members AAGO Premier Partners

EDUCATION: 8 AAGO Education Calendar/Schedule 9 Student Spotlight 10 CAMT: Build Your Skills And Advance!

11 Congratulations 12 CALP: Make That Career Commitment Today 13 CAM: Invest In Your Career!

14 APASS - Have A Need For Education Speed?

15 Are You Hurricane Ready?

18 NAA Click & Lease 19 NAA Click & Comply 20 CAPS Express Recap EVENTS: 22 AAGO Events Calendar/Schedule 23 Save-the-Date: Maintenance Appreciation 24 Save-the-Date: AAGO Golden Key Awards 25 AAGP Golden Key Awards Nomination Process 27 And-So-It-Was: AAGO’s 2021 Trade Show FOUNDATION: 36 AAGO Foundation Announces New Charity Partner 37 AAGO Rock & Bowl ADVOCACY: 38 ERAP and Everything In-Between

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.

(703) 518-6141

LEGAL: 40 Why Construcion Eviction Is “Bad For The Environment” MARKET TRENDS: 42 How To Increase Your Rent and Resident Retention With Sustainable Apoartment Living 45 The Critical Role Of Aumation In Lead Management 46 NAA Connect

www.aago.org

Cover copyright © 2021 AAGO and its licensors.

All rights reserved.

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(407) 960-2910

JULY/AUGUST/SEPTEMBER april/may/june 2021

3

Chip Tatum, CAM, NAAEI Faculty Chief Executive Officer

PRESIDENT Rachelle Hundley ARM, HCCP, CPO, CAPS Highmark Residential

VICE PRESIDENT Debby Gentry, CAM, CAPS, HCCP Concord Management

SECRETARY Melissa Dugas, CAPS Royal American Management

TREASURER Kathy Hensley, CPM Greystar

Monica Ramsey, Vice President, Member Relations

ASSOCIATE VICE PRESIDENT Alex Mauro Ross, CAS Sightplan

IMMEDIATE PAST PRESIDENT Lee Rogers, CAM, CPM Candidate JMG Realty, Inc.

Chris Mahoney, Director of Career & Program Development

Trinity Kutschinski Public Affairs Director

Beverly Duda NALP, ARM Highmark Residential

Doris Granger CPM Candidate, CAPS, CAMT JMG Realty

Justin Frost CAS Affinity Waste Solutions

Leslie Moubray ARM, CPM Candidate Bell Partners

Heather Alzate Eddy Perez CAPS, CAM CAM, CAPS, LEAP, ARM Sawgrass Apartments Kettler

Linda Beach Redi Carpet

Maurice Williams CAM, TCS (Tax Credit Specialist) OnCall Parking Manager

Jennifer Eid CAPS MAA

Meredith Torres CAPS Greystar

Jeffrey Bey Program Manager

Lee Steinhauer Government Affairs & General Counsel

Dominica Hurst Bookkeeper Michael Krause Atrium

4

Shana Jackson CAM Epoch Residential

THE KEY www.aago.org

Tami Swanson Massey Services

Tracy Lesse CAPS, CAM Rangewater Real Estate

Wendy Manning ContraVest

AAGO members earn 2% Cash Back* How Doers Get More Done Home Depot is dedicated to helping members save time and money.

AAGO With an easy-to-use website and multiple methods of delivery, we make getting the products you need convenient and simple.

For even more business benefits, join our Pro Xtra free loyalty program for the opportunity to earn up to a 2% annual rebate and receive exclusive offers like 20% off paints, stains and primers. Use agreement code HDNAA-ORL to start saving more today.

Contact Amber S. ( amschmid@behr.com ) if you have questions or would like to enroll in the Pro Xtra program.

*Accounts must be registered/enrolled at homedepot.com/c/Pro_Xtra to receive rebate credit of up to 2%. Minimum rebate period spend of $25,000 on in-store or homedepot.com purchases required to receive a rebate. Please call 1-866-333-3551 or visit naahq.org for further details. Pro Xtra Paint Rewards is a sub-program of the Pro Xtra Program. Pro Xtra Paint Rewards qualifying ourchases will be tracked during the program period and include select The Home Depot Paint department in-store purchases an online purchases from the The Home Depot website, see homedepot.com/c/

©2020 Home Depot Product Authority, LLC reserved.

JULY/AUGUST/SEPTEMBER 2020

5

MPM-14843

Welcome To All Our New Members

New Community & Management Company Members

1020 AT WINTER SPRINGS APARTMENT 1020 Chatham Pines Circle • Winter Springs, FL 32708 208 Units ALTA WINTER GARDEN 1223 East Plant Street • Winter Garden, FL 34787 250 Units AVENTON ALAIRA 8072 Poinciana Boulevard • Orlando, FL 32837 296 Units BURLINGTON COVE 2580 Ridgewood Avenue • Sanford, FL 32773 68 Units CANNERY AT THE PACKING DISTRICT 2501 North Orange Blossom Trail • Orlando, FL 32804 307 Units CHATHAM SQUARE 8150 Chatham Manor Boulevard • Orlando, FL 32821 448 Units ENCORE METRO AT MILLENIA 2429 Americana Boulevard • Orlando, FL 32839 215 Units GARDENS ON GRIFFEN APARTMENTS 1 Herald Drive • Leesburg, FL 34748 78 Units

HEATHERWOOD APARTMENTS 1105 North Hoagland Boulevard • Kissimmee, FL 34741 108 Units KABANA APARTMENTS 301 Riverside Drive • Daytona Beach, FL 32117 108 Units LIRIO APARTMENTS 1008 Laguna Loop • Davenport, FL 33896 280 Units NORTHBRIDGE AT MILLENIA LAKE APARTMENTS 4902 Millenia Blvd-Leasing Office • Orlando, FL 32839 607 Units PARK AT VIA ROMA 875 Derbyshire Road • Daytona Beach, FL 32117 288 Units PATTERSON COURT 8151 Patterson Woods Drive • Orlando, FL 32821 384 Units RADIUS APARTMENTS 108 East Livingston Street, Suite 600 • Orlando, FL 32801 389 Units

ROLLING HILLS 5402 Pine Chase Drive • Orlando, FL 32808 240 Units TANGLEWOOD 2811 Ruleme Street • Eustis, FL 32726 138 Units THE ADDISON GATEWAY 7200 North Frontage Road • Orlando, FL 32812 323 Units THE ADDISON LAKE BRYAN 12570 Splendid Place, #1119 • South Daytona, FL 32119 266 Units THE BUNGALOWS OF PORT ORANGE 1025 Eagle Lake Trail • Port Orange, FL 32129 77 Units THE HELIX 962 Bentstation Lane • Lake Mary, FL 32746 300 Units THE TEALE ORLANDO 4960 West Irlo Bronson Memorial Highway Kissimmee, FL 34746 299 Units

New Associate Members

ABSOLUTE CRIME & TRAUMA BIO CLEAN FIREAVERT, LLC 653 Riverwoods Trail • Chuluota, FL 32766 1655 W. Maple Street • Mapleton, UT 84664 Cleaning Services; Crime Scene Cleaning; Waste Removal; Fire Alarm Installation, Monitoring & Service Waste/Recycling/Specialty/Consulting FREEMAN SECURITY SERVICES INC. AppFOLIO 274 W. Central Avenue, Suite G • Winter Haven, FL 33880 Security Services/On-Site; Security Systems/Service, 50 Castilian Drive • Goleta, CA 93117 Installation & Monitoring; Safety Awareness Products; Computer Software & Hardware Unarmed security; Armed Security ASURETY DRYER VENT & FIREPLACE INSPECTIONS FUNNEL LEASING, INC 1110 Alpharetta Street • Roswell, GA 30075 16540 Pointe Village Drive, Ste 206 • Lutz, FL 33558 Dryer Vent Cleaning; Fireplace Cleaning Apartment Lease-up | Apartment Leasing; Lead Management; BEST KARPET KLEAN Marketing/Scent Marketing; Revenue Management; Software 1560 Marden Ridge Loop, #102 • Apopka, FL 32703 Solutions Carpet Cleaning Services; Carpet Dyeing; Carpet Sales GENESIS CREDIT MANAGEMENT BROADSTAR 906 SE Everett Mall Way, Suite 301 • Everett, WA 98208 1809 N Black Horse Pike Suite B3, # E5 • Williamstown, NJ 8094 Credit/Collection Information Telecommunications & Entertainment Services GiGSTREEM CENTURY FIRE PROTECTION 14 Penn Plaza, #2100 • New York, NY 10122 201 Tech Drive, Suite 1100 • Sanford, FL 32771-6627 Internet Services & Design; Utilities Access Control Systems; Fire Alarm Certification & Consulting; GREEN EARTH POWERWASHING Fire Alarm Installation, Monitoring & Service; Fire Extinguishers; 4455 Saturn Avenue • West Palm Beach, FL 33406 Fire Sprinkler Installation/Inspection/Backflow/Hydrants Power Washing; Pressure Washing/Ext. Building Cleaning; CFL PAINTING AND HOME REPAIRS Parking Lot Maintenance; Roof & Exterior Cleaning P.O.Box 772530 • Orlando, FL 32877 KENT SERVICES Painting; Rehab; Preventative Maintenance; Pressure 14600 Biscayne Boulevard • North Miami, FL 33181 Washing/Ext. Building Cleaning; Maintenance Repairs Cameras | CCTV; Cleaning Services; Concierge Services; CONSERVICE Security Services/On-Site; Access Control Systems 595 Riverwoods Pkwy # 300 • Logan, UT 84321 MOSQUITO JOE Utilities 2331 Northwest 13th Street • Gainesville, FL 32609 CORNERSTONE RENOVATION GROUP Dog Park; Lawn/Shrub Spraying; Pool and Patio Furniture; 5675 New Tampa Highway, Suite 4 • Lakeland, FL 33815 Lawn Pest Control; Preventative Maintenance ERICA’S CLEANING SERVICE 3202 Kew Gardens Lane • Orlando, FL 32812 Advertising/Marketing; Cleaning Services; Construction Cleaning

PRIORITY WASTE MANAGEMENT 2641 Yardley Street • Grand Island, FL 32735 Bulk Waste Removal; Maintenance Supplies; Waste Removal RONALD WEST ROOFING, LLC 225 S Swoope Avenue, #106 • Maitland, FL 32751 Roofing Contractors/Consultants petSCREENING 18632 Nantz Road • Cornelius, NC 28031 Pet Resource; Resident Screening RENT DEBT AUTOMATED COLLECTIONS, LLC 2802 Opryland Drive • Nashville, TN 37214 Credit/Collection Information SAFELY SOFTWASH, LLC 930 Carter Road, #224 • Winter Garden, FL 34787 Pressure Washing/Ext. Building Cleaning; Roof & Exterior Cleaning; Power Washing SHERGROUP SECURITY 1420 Celebration Boulevard, Suite 200 • Celebration, FL 34747 Patrol Services; Security Services/On-Site; Security Systems/ Service, Installation & Monitoring SPAULDING DECON 3615 E 7th Avenue • Tampa, FL 33605 Cleaning Services; COVID-19; Crime Scene Cleaning; Crime Scene Clean-up; Mold/Asbestos/Lead Remediation/ Restoration & Consulting STRUCTURAL SOLUTIONS GROUP 865 Brookfield Place • Apopka, FL 32712 Carpentry & Refurbishing; General Contractors; Maintenance Repairs; Rehab; Remodeling TRUSTHAB 1728 SW 22nd Street • Miami, FL 33145 Access Control Systems; Energy Conservation; Leak Detection; Preventative Maintenance; Software Solutions

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

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 2021 Premier premier Partners! partners!

AAGO EDUCATION

EDUCATION CALENDAR CALENDAR EDUCATION JULY

13 MAINTENANCE FOR MANAGERS 15 SPRINKLER INSPECTION 16 LANDLORD TENANT LAW 20 BUILDING YOUR DREAM TEAM 21 EXCELLING IN EXCEL 22 EPA IN ENGLISH 23 HURRICANE AND EMERGENCY PREPAREDNESS

AUGUST

10 CAMT: INTERIOR & EXTERIOR MAINTENANCE

12 CAM: INDUSTRY ESSENTIALS & FINANCIALS 13 AAGO NEW MEMBER ORIENTATION 13 INTRO INTO THE APARTMENT INDUSTRY 17 EAT THE FROG 18 FUNDAMENTALS OF LEASING 25 CAM: PROPERTY MAINTENANCE 26 CAMT: ELECTRICAL

SEPTEMBER

09 CAM: Human Resources

10 THE CUSTOMER SERVICE EXPERIENCE 14 NOI....OMG 16-17 CPO DAY 1 & 2 22 THE NEW ESSENTIALS OF LEASING 22 PROPERTY OPERATIONS 23 CAM: MARKETING 28 CAMT: APPLIANCE REPAIR

APASS

OUR APASS EDUCATION PROGRAM WAS DESIGNED TO OFFER NEARLY UNLIMITED EDUCATION OPPORTUNITIES TO YOU AND YOUR ENTIRE TEAM! APASS SUBSCRIBERS ALSO WILL RECEIVE 10% OFF ALL NAAEI DESIGNATION CLASSES SUCH AS CALP, CAM, CAMT, AND CAPS

S i AS Ga th AP Y! wi ODA T

IF YOU ARE INTERESTED IN ENROLLING IN ANY UPCOMING EDUCATION COURSES, PLEASE VISIT WWW.AAGO.ORG/EVENTS/EDUCATION OR EMAIL CHRIS MAHONEY AT CHRIS@AAGO.ORG

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THE KEY www.aago.org

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AAGO EDUCATION

Student Spotlight Student Spotlight Ashlee Harris CAM | 2020 Experience Maker - Leadership RKW Residential CAM | 2020 Experience Maker - Leadership RKW Residential

Ashlee Harris

“This past year has taught me to be intentional on who I am and where I want to be in my profession. I am a firm believer in the secret to getting ahead is by simply getting started. I am thankful forhas AAGO as they the tools on and support dowhere just that.

“This past year taught megave to beme intentional who I am to and I want to be in my profession. I am a firm believer in the secret to getting ahead is by simply getting started. I Iam was fortunate enough more involved the AAGO last year as just I celebrated thankful for AAGOto asget they gave me thewith tools and support to do that. winning an

Experience Maker award in Leadership. This award was an excellent confidence booster as it encouraged and peaked my interest in my CAM designation. Intrigued and eager as an Assistant I was fortunate enough to get more involved with the AAGO last year as I celebrated winning an Community Manager, I enrolled for the Certified Apartment Manager credential. To truly heighten Experience Maker award in Leadership. This award was an excellent confidence booster as it my knowledge, I wanted to fully understand all sides and aspects of my next role. encouraged and peaked my interest in my CAM designation. Intrigued and eager as an Assistant Community Manager, I enrolled for the Certified Apartment Manager credential. To truly heighten One of our coreI values company is “we you win.”

Passing the CAM was an my knowledge, wantedas to afully understand allwin sideswhen and aspects of my next role.

exhilarating feeling and I wanted nothing more than to share that excitement. The AAGO courses have rewarded our team withisknowledge, positivity and Passing pure confidence. forecast One of our core values as a company “we win when you win.” the CAM Iwas an an abundance of growth for myself and team members in the near future. exhilarating feeling and I wanted nothing more than to share that excitement. The AAGO courses have rewarded our team with knowledge, positivity and pure confidence. I forecast Ian thank AAGO and their amazing team being my support innear excelling my career in abundance of growth for myself andfor team members in the future. property management.”- Ashlee Harris, CAM | RKW Residential I thank AAGO and their amazing team for being my support in excelling my career in property management.”- Ashlee Harris, CAM | RKW Residential

JULY/AUGUST/SEPTEMBER 2021

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AAGO EDUCATION

Build your skills and advance!

CERTIFICATE FOR APARTMENT MAINTENANCE TECHNICIANS Earning your CAMT validates your knowledge, enhances your reputation and credibility, boosts your confidence, and earns you respect.

You’ll learn about: • Processing timely work orders correctly and to residents’ satisfaction

Presented by:

• Environmental responsibility and regulatory compliance • Reporting and documentation of maintenance activities in compliance with company policy and regulation

• Electrical services and repairs • Plumbing services and repairs • HVAC services and repairs

• Curb appeal, property inspection, and daily maintenance

• Painting services • Construction services and repairs

If you’re a maintenance

• Mechanical services and repairs

technician or a porter,

• Appliance services and repairs

housekeeper, or groundskeeper ready for advancement we recommend this course!

• Established procedures for maintaining recreational facilities and common areas • Implementation of a preventive maintenance schedule

• Lock and key services and repairs

• Product repair and replacement decisions

• Customer service and performing maintenance tasks according to company policy and procedures

• Professional behavior patterns, communication skills, and appearance

• Minimizing personal and property damage while safely performing maintenance activities

Class Schedule August 10- Interior/Exterior Maintenance August 26-Electrical September 15-Plumbing September 28- Appliance Repair October 18 &19-HVAC 1 & 2 *All classes start at 9 am at the AAGO office

• Clear and respectful communication with residents, team members, and contractors

• Fair housing regulation compliance Florida Statute 489.103(23) requires any on-site maintenance technicians to hold the CAMT in order to perform repairs on HVAC or Water Heaters. (Other requirements and licenses apply.)

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

e an affiliate Available as rg/learn/education/fi in-person course only

$850 APASS $950 Members $1150 NonMembers

CAMT will be held at the Apartment Association of Greater Orlando’s Training center.

AAGO Headquarters 340 N. Maitland Ave Maitland, Florida 32751

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THE KEY www.aago.org

AAGO EDUCATION

THE CARD THAT WORKS FOR PROS The Lowe’s Pro Supply Purchase Card†

5%* everyday savings on qualifying purchases at Lowe’s stores or Lowes.com.

Expanded inventory including 40,000+ items in Lowe’s stores and 2 million+ online.

More categories, from landscaping and millwork to smart home and security.

Online tools to request multiple cards, set individual budget controls, view purchase details by cardholder and more.

Enroll today at LowesProSupply.com/PurchaseCard †Must have an approved Lowe’s Pro Supply account. The Purchase Card is not a line of credit or financing vehicle; it only provides an easy means to automate purchases. Lowe’s Pro Supply Purchase Card is intended for commercial use only, not for personal, household or family purposes.

PROUD MEMBER OF

*5% Discount: Get 5% off your eligible purchase or order placed to your Lowe’s Pro Supply Purchase Card at Lowe’s stores (excluding Lowe’s outlets), and on Lowes. com. Offer not valid on any Lowe’s Pro Supply sale. Customer must pay applicable sales tax. Offer can’t be used in conjunction with or on: (i) any other promotion, discount, markdown, coupon/barcode, rebate or offer, including any Lowe’s volume or special discount programs (such as but not limited to, Contractor Pack, Buy in Bulk, Quote Support Program (“QSP”), Special Value, New Lower Price, Was:Now, Military Discount, Employee Discount, and Lowe’s price match guarantee); (ii) associate discretion price adjustments; (iii) any services (such as but not limited to, extended protection/replacement plans; shipping, delivery, assembly or installation charges); (iv) fees or taxes; (v) previous sales; (vi) gift cards; or (vii) Weber or Kichler products. We reserve the right to discontinue or alter the terms of this offer at any time.

11128-0502-01

©2021 Lowe’s. LOWE’S, the Gable Mansard Design and Lowe’s Pro Supply are trademarks or registered trademarks of LF, LLC.

Congratulations Certified Apartment Portfolio Supervisor

Madeline Flores, CAPS Stephanie Jones, CAPS Lisa Kautzman, CAPS Mary Worthy, CAPS

Certified Apartment Supplier

Brent Dickson, CAS

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

Certified Apartment Manager

Tiffany Cabrera, CAM Michelle Hanson, CAM Ashlee Harris, CAM Heather Hoeft, CAM Shana Jackson, CAM Bri Kimmel, CAM Connie Mendez, CAM Meryem Moubssete, CAM Christine Pascoe, CAM

Certified Apartment Maintenance Technician

James Collins, CAMT Victor Corcino, CAMT Jose Hernandez, CAMT Wilfredo Pagan, CAMT Xavier Pizarro, CAMT Eric Santos, CAMT Manuel Solano, CAMT

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

JULY/AUGUST/SEPTEMBER 2021

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AAGO EDUCATION

Make that career commitment today.

ŏ !.0%"%! ŏ , .0)!*0ŏ ! /%*#ŏ .+"!//%+* ( ŏ ŏ ŏ ŏ"+.ŏ(! /%*#ŏ +*/1(0 *0/Čŏ +* %!.#!/Čŏ * ŏ .!!.ŏ $ *#!./ŏ3%0$ŏ$+/,%0 (%05Čŏ.!0 %(Čŏ +.ŏ 1/0+)!.ŏ/!.2% !ŏ!4,!.%!* !ċ CALP Program Schedule: June 9 - Module 1 June 16 - Module 2 June 23 - Module 3

$!ŏ ŏ !.0%"%! ŏ , .0)!*0ŏ ! /%*#ŏ .+"!//%+* (ŏ +1./!ŏ3%((ŏ $!(,ŏ5+1ŏ! .*ŏ0$!ŏ ŏ .! !*0% (Čŏ) *5ŏ,!+,(!ņ/ŏ"%./0ŏ%* 1/0.5ŏ .! !*0% (Čŏ/$+3%*#ŏ5+1.ŏ!),(+5!.ŏ0$ 0ŏ5+1ņ.!ŏ +))%00! ŏ0+ŏ ŏ .!!.ŏ%*ŏ.!/% !*0% (ŏ,.+,!.05ŏ) * #!)!*0ċŏ

YOU’LL LEARN ABOUT: • Using technology to generate traffic • Measuring and managing your community’s reputation • Inspecting the leasing center, tour route, model units, and vacant apartments • Researching the competition and building relationships with competitors • Compiling a comprehensive community resource tool

• Applying fair housing law and communicating rental criteria • Qualifying prospective residents according to rental policy • Preparing and reviewing leases with new residents • Move-in processes • Responding to resident issues and maintenance requests

• Creating effective marketing plans

• Building relationships with residents and creating a sense of community

• Relationship sales processes and evaluating your personal sales performance

• Reporting incidents, maintaining documentation, and taking corrective action

• Evaluating a prospect’s commitment level and overcoming objections

• Maximizing revenue and operational efficiency

• Preparing prospects for the next steps in the rental process

• Conducting a market survey

• Securing and processing lease renewals

To register or for more information please visit www.aago.org or contact Chris Mahoney at chris@aago.org

12

THE KEY www.aago.org

Cost: $349 for APASS Subscribers $399 Member $499 Non-Memberr

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 August 12th - Industry Experience & Financial Management August 25th - Property Maintenance September 9th - Human Resources September 23rd - Marketing October 7th - Risk Management & Legal October 21st - 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 Chris Mahoney at chris@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

JULY/AUGUST/SEPTEMBER 2021

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aaGO EDUCATION AAGO educaTiOn

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The KEY THE Key www.aago.org

AAGO EDUCATION

ARE YOU HURRICANE READY? 5 DAY HURRICANE PREPAREDNESS PLAN

INSTALLATION TO As hurricane season approaches, it is crucial to have a plan in place for your KEEP YOU MOVING.

property. Meteorologists predict this year’s hurricane season to hit early, with FROM TURNS TO RENOVATIONS increased storm activity in the forecast. The earlier you start planning, the better.

WRITTEN BY JEFF PELUSO

Here is a list of critical items consider over the next 5 days:

DAY 1: UNDERSTAND AND DEVELOP YOUR EMERGENCY ACTION PLAN

It is important to understand how potential storm, flooding or winds related to a hurricane could impact your area and then to prepare accordingly. If you are directly in the path of a hurricane storm surge, it is essential to have an evacuation plan. A comprehensive plan will cover everything from employee and customer safety to business continuity in the face of a hurricane-related disaster. *

Through our relationship with Lowe’s, we are proud to offer professional installation through independent contractors with end-to-end project management, a dedicated DAY 2: CHECK YOUR INSURANCE support andbroker consolidated invoicing.

Talk to your team insurance or company to make sure your business has the coverage needed to quickly bounce back from any scenarios you may face. Insurance companies have very specific definitions for LOWE’S INSTALLATION TRUSTED flooding and most policies include a flood damage exclusion.

PROGRAM CATEGORIES† PROFESSIONALS

DAY 3: ASSEMBLE YOUR DISASTER SUPPLIES

Generalshould Plumbing • Professional independent installers Every• business have disaster supplies available. Your kit should include key supplies needed to keep (Faucets, Sinks, Toilets, Disposers) everyone comfortable for at least 72 hours and set them•up Licensed for post-disaster The kit should include (wheresurvival. applicable) • Electrical batteries, non-perishable food, bottled water, flashlights, •a first aid kit, cellchecked phones, a can opener and a Background Fans, Switches, Outlets) portable(Lights, solar charger for your phones and other devices.

• Installation services guaranteed by • HVAC/Thermostats Lowe’s 1-year limited labor warranty DAY• 4: Cabinets/Vanities STRENGTHEN YOUR BUSINESS Inspect building for any areas that may need repair (to protect the structure from strong winds and rain).

• your Flooring Also, make sure you have (or can quickly access) the materials you will need to secure your windows and • Doors doors, such as plywood or aluminum panels and nails.

• Interior Blinds and Shades Learn more at LowesProSupply.com/install • Appliances DAY 5: COORDINATE WITH YOUR COMMUNITY, SUPPLIERS, AND FINALIZE DETAILS • Water Heaters Research the general emergency response plan for your area to understand how community organizations will respond to hurricane scenarios. Consider how your supply chain could be affected by a hurricane and make a point to discuss contingency plans with suppliers and partners. The important thing is to have a resource with all the information you will need for making clear decisions and keeping your business safe.

PROUD MEMBER OF

IT’S ALL ABOUT PEACE OF MIND

When a strong hurricane is bearing down on your area, the last thing you need to be doing is scrambling to find critical supplies. Once you take the time to complete the steps above, you will have a good plan in place that can be updated each year. *Install services offered through Lowe’s Home Centers, LLC (“LHC”) through independent contractors, licensed and registered where applicable. License numbers and certifications held by or on behalf of LHC: AK #CONE39289 Business License #1001769; AZ #ROC291645, #ROC302577; CA #991832; CT #HIC0639387, #MCO.0903044; DE #1993102010; FL #CCC1326824, #CGC1508417; GA #GCLTQA00042, #GCLT-CO000421; HI #C-33489; IL #104016796; IA #C110383; ID #RCE-38637; LA-#LMP2481, CBC#69642; MA #CS-081810; MD #107639; MI #2102144445, #2101165238; MN #BC692087, Bond #MB682496; NY-New York City #HIC2013543, #HIC2013631, #HIC2013535, #HIC2013629, #HIC2026792; NV-#0079079; OK #48191, 002337, 16238; OR #202237; RI #20575; TN #64743, #3070; TX #TACLB24674E, #EC-29349, HVAC246; WA #LOWESHC863DH; WV #WV014656. See Lowes.com/licensing for current license numbers.

JEFF PELUSO

Business Development Manager Jeff.Peluso@FirstOnsite.com | 407.733.0716 ©2021 Lowe’s. LOWE’S, the Gable Mansard Design and Lowe’s Pro Supply are trademarks or registered trademarks of LF, LLC. 11129-0201-01 †Lowe’s Installation service offerings vary by state. Ask your local representative about programs available in your area.

JULY/AUGUST/SEPTEMBER april/may/june 2021

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19

AAGO EDUCATION

CAPS CAPSEXPRESS EXPRESS RECAP RECAP MM ay a y 1133-- 1 6 6,, 2200 2 12 1 May 13-16, 2021

CONG CONGRATULATIONS RATULATIONS C CAPS A P SSTUDENTS STUDENTS CONGRATULATIONS CAPS STUDENTS We couldn'tWe be couldn't prouder be of prouder theseofdedicated these dedicated individuals individuals who whospent spent 44consecutive consecutive daysdays (including (including a Saturday a Saturday and and We couldn't be prouder of these dedicated individuals who spent 4 consecutive days (including a Saturday and Sunday)away grinding away at the curriculum.

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If you areIf you are budgets. employee performance and recruitment to capital improvement plans and annual operating employee performance and recruitment to capital improvement plans and annual operating employee performance and recruitment to capital improvement plans and annual operating budgets. If you are inmore learning more the about the CAPS program wish to to add name to the 2022 Waitlist, please interested ininterested learning about CAPS program ororwish addyour your name toCAPS the CAPS 2022 Waitlist, please interested in learning more about the CAPS program or wish to add your name to the CAPS 2022 Waitlist, please out to Chris Mahoney. reach out toreach Chris Mahoney. reach out to Chris Mahoney.

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Education. and has a Master's degree in Education.

Alex Jackiw, Alex CAPS, Jackiw, CPM, CAPS, C3P CPM, C3P

Alex Jackiw, CAPS, CPM, C3P S p e cSi paelc iT a lh T a hnakn kY Y o ouu tt o o oouurrS S p opnos n o rsso r s Special Thank You to our Sponsors

20 46

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AAGO EVENTS

JULY/AUGUST/SEPTEMBER 2021

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GOLDEN KEY AWARDS Save the Date !

Saturday, 6:oo p.m.

December 4th 2021

Hilton Orlando International Drive 6001 Destination Parkway, Orlando, Florida 32819

Online nominations open August 1st to 31st www.GoldenKeyNominee.com

APARTMENT ASSOCIATION OF GREATER ORLANDO PRESENTS:

GOLDEN KEY AWARDS NNOOM SS MIINNAATTI IOONN PPRROOCCE ES S To To submit submit aa nomination, nomination,simply simplylog logonto ontowww.goldenkeynominee.com www.goldenkeynominee.com and complete one form for and complete one form foreach eachnomination. nomination.

There is no limit to the number of entries in a category.

All members ofof AAGO areare eligible to enter.

There is no limit to the number of entries in a category. All members AAGO eligible to enter.

Each nomination must be submitted with the following: Each nomination must be submitted with the following: jpeg photo; summary of accomplishments; letter (s) of recommendation; jpeg photo; summary of accomplishments; letter (s) of recommendation; entry fee of $25 for Individual Award or $25 Team/Property Award based on Community Size: Small (0-250 Units) Medium (251-399 Units) Large (400+ Units) Small (0-250 Units) Medium (251-399 Units) Large (400+ Units)

Individual Achievement Awards Individual Achievement Awards Maintenance Supervisor of the Year Maintenance Supervisor of the Year Property Manager of the Year Property Manager of the Year Assistant Manager of the Year Assistant Manager of the Year Leasing Manager of the Year Leasing Manager of the Year Service Tech of the Year Service Tech of the Year Porter/Groundskeeper/Housekeeper of Porter/Groundskeeper/Housekeeper of the Year the Year Management Company Rookie of the Year Management Company Rookie of the Year Leasing Consultant of the Year Leasing RegionalConsultant Supervisorof ofthe theYear Year

Regional of theofYear CorporateSupervisor Support Person the Year (Management) Corporate Support Person of the Year (Management) Corporate Support Person of the Year (Supplier) Support Person of the Year Corporate (Supplier) Account Executive of the Year (Supplier) Account of the Year Supplier Executive Company Rookie of the(Supplier) Year Supplier Company Rookie of the Year

Team/Property Awards Team/Property Awards Community of the Year Community of the Year Best Lease-Up Community of the Year Best Lease-Up Community of the Year Service Team of the Year Service Team of the Year Affordable Community of the Year Affordable Community of the Year Luxury Community of the Year Luxury Community of the Year Renovated Community of the Year Renovated Community of the Year Student Housing Community of the Year Student Housing Community of the Year Best Curb Appeal Best Curb Appeal Best Social Media Campaign of the Year Best Social Media Campaign of the Year Interior Design: Clubhouse, Model, Leasing InteriorOffice Design: Clubhouse, Model, Best Marketing Campaign Best Marketing Campaign Supplier Company of the Year

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AAGO EVENTS

And So It Was...

2021 TRADE SHOW The 2021 AAGO Trade Show is “in the books” and by all measures a huge success! Our members were proud to be the first affiliate in the state, and the second in the country, to host an in-person Trade Show this year in the wake of the pandemic. Thank you to all of our Exhibitors and Sponsors, without you this event would not have been possible. And to our property management members, thank you for confidence, loyalty and commitment to your association. #WeAreAAGO

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AAGO EVENTS And So It Was...

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2021 TRADE SHOW

AAGO EVENTS And So It Was...

2021 TRADE SHOW

JULY/AUGUST/SEPTEMBER 2021

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AAGO EVENTS And So It Was...

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2021 TRADE SHOW

AAGO EVENTS And So It Was...

2021 TRADE SHOW

JULY/AUGUST/SEPTEMBER 2021

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AAGO EVENTS

2021 TRADE SHOW SPONSORS

Thank you!

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AAGO ADVOCACY aaGO evenTS

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When was the last time you updated your AAGO member profile?

Your connection with AAGO is extremely important to us! Keeping your company/contact information current is key to ensuring you receive our communications, that you are aware of and able to take advantage of exclusive member benefits, and most importantly, that your AAGO membership is tailored to your interests.

Whether you got a new email address, a new phone number, changed companies, or simply want to add preferred contact information, updating your member profile is easy and can be done in minutes.

Unsure of how to update your member profile? Follow the steps below and for additional information, contact VP of Member Relations, Monica Montalvo Ramsey. #WeAreAAGO

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AAGO FOUNDATION AAGO Foundation Announces New Charity Partner, Orlando Dream Center Lori Agudo, Royal American Management Director - AAGO Foundation

In January 2021, the AAGO Foundation, in conjunction with the Friends of the Foundation Committee voted to partner with a local organization called the Orlando Dream Center (OCD). The Center’s mission is focused on fighting hunger, uniting communities, and serving as a beacon of love and hope for the central Florida region.

The Center provides assistance to at risk individuals and families helping them obtain the resources and skills they need to become self-sufficient.

In a meeting with the Foundation earlier this year, the Center expressed some urgently needed items of the families they serve. Items included diapers, rash cream, and diaper wipes. Upon conclusion of the meeting, the Foundation sprang into action and put out a call to all members attending the 2021 Trade Show asking them to bring these items. Our members rose to the occasion, making monetary contributions and donating hundreds of items.

On Tuesday, May 4, 2021, the AAGO Foundation had the pleasure of delivering its donations to the Orlando Dream Center and had the opportunity to meeting the Center’s Director of Operations, Yaneisy Maldonado. Ms. Maldonado was overwhelmed by the amount of donations and expressed heartfelt appreciation to all of those who made contributions.

The AAGO Foundation sets an annual goal for the number of volunteer hours they strive to serve by year’s end. This year, the Foundation’s goal is 250 volunteer hours and intends to make headway towards its goal by volunteering at the Orlando Dream Center. The Foundation has already scheduled its first volunteer time with the Center which is set to take place on Friday, June 18, 2021. If you or someone you know is interested in participating in this volunteer opportunity, please reach out to Jeffrey Bey-Edwards Similarly, those involved in the AAGO Foundation and the Friends of the Foundation Committee are all extremely passionate about giving back to their community. If you share this passion and are interested in joining their efforts, reach out to Jeffrey Bey Jr. at jeffrey@aago.org or Sydney Nelson, Friends of the Foundation Chair, at sydney@ilsnetwork.com for additional information on how you can get involved.

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AAGO FOUNDATION

K C O R

&

BOWL

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AAGO ADVOCACY

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AAGO ADVOCACY

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AAGO LEGAL LEGAL NEWS by KEVIN KNIGHT

WHY CONSTRUCTIVE EVICTION IS “BAD FOR THE ENVIRONMENT” Every now and then we hear about a landlord’s actions or inaction for that matter “forcing the tenant out of possession.” Years ago, some unscrupulous landlords may have “relished the opportunity” to cause a less than desirable tenant to leave through some “over/innocent action” that was simply too much for the tenant to bear.

As a contrast, some tenants who just didn’t like either their unit or the complex or didn’t have the rent money may have argued that the landlord created a bad situation. All of these back and forth arguments come under the title of “constructive eviction” and a recent appellate case in Florida examined this concept. This article will consider the case of Nugent v Michelis, 46 FLW D533e (Fla. 4th DCA March 10, 2021).

Given that much is being made these days about “Covid” and its impact on whether landlords can evict and tenants have to pay, adding this additional concern of construction can be “bad for the landlord/tenant relationship and environment” because it further clouds the parties’ rights.

THE NUGENT FACTS: Michelis was an owner/landlord who rented a home to a tenant who in turn sublet the home to Nugent (confused already as to the parties’ rights?).

Nugent noticed a water leak and potential mold and water damage during a mold inspection hired by Nugent and Nugent notified Michelis.

While the home issues were being fixed, Nugent stayed elsewhere but her belongings were left in the home. Nugent also gave a friend permission to stay in the home while the repairs were being made (apparently the situation was less tolerable to Nugent than it was to her friend).

When Nugent’s friend returned to the home, the locks on the door had been changed. Nugent contacted Michelis to find out why this had been done and Michelis “acted” like she didn’t know who Nugent was, which prompted Nugent to call law enforcement. This wasn’t enough. Nugent also contacted a locksmith and the homeowners’ association’s security department. “Outnumbered” Michelis allowed Nugent’s friend to enter the home. Much to the friend’s surprise, Nugent’s belongings and the friend’s belongings were no longer in the home.

THE NUGENT SUIT: Nugent sued Michelis for constructive eviction, civil conversion (i.e., theft) and

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By: Kevin Knight

unjust enrichment. The count for constructive eviction also sought recovery of damages, costs and attorney’s fees.

Michelins defended the suit and counterclaimed for breach of the rental agreement and unjust enrichment. Nugent defended against Michelis’ counterclaim and said that Michelis’ claim was bared by Section 83.67(6), Florida Statutes.

A couple of the key provisions of Section 83.67 are as follows: 83.67 Prohibited practices.— (1) A landlord of any dwelling unit governed by this part shall not cause, directly or indirectly, the termination or interruption of any utility service furnished the tenant, including, but not limited to, water, heat, light, electricity, gas, elevator, garbage collection, or refrigeration, whether or not the utility service is under the control of, or payment is made by, the landlord.

(2) A landlord of any dwelling unit governed by this part shall not prevent the tenant from gaining reasonable access to the dwelling unit by any means, including, but not limited to, changing the locks or using any bootlock or similar device. ***

AAGO LEGAL

(5) A landlord of any dwelling unit governed by this part shall not remove the outside doors, locks, roof, walls, or windows of the unit except for purposes of maintenance, repair, or replacement; and the landlord shall not remove the tenant’s personal property from the dwelling unit unless such action is taken after surrender, abandonment, recovery of possession of the dwelling unit due to the death of the last remaining tenant in accordance with s. 83.59(3)(d), or a lawful eviction….

(6) A landlord who violates any provision of this section shall be liable to the tenant for actual and consequential damages or 3 months’ rent, whichever is greater, and costs, including attorney’s fees. Subsequent or repeated violations that are not contemporaneous with the initial violation shall be subject to separate awards of damages. (bold emphasis added).

THE NUGENT TRIAL: The case went to trial and over 2 days, the Judge listened to Nugent’s and Michelis’ version of the facts. At the end of the trial, the Judge found that Michelis had violated Section 83.67 and had “unlawfully attempted [a] self help eviction” by changing the locks.

Nugent then filed a motion asking the court to award attorneys fees and costs for the constructive eviction but the attorney referenced a wrong law that dealt with arbitration and not with a trial.

Michelis filed bankruptcy. After Michelis filed bankruptcy, Nugent’s attorney then withdrew from representing Nugent and Nugent was then “on her own” (pro se is the legal term).

As if that wasn’t enough, the trial judge retired. Then, Michelis’ bankruptcy was dismissed. Acting as her own attorney (and apparently disregarding the adage that a person who acts as their own attorney has a fool for a client), Nugent then scheduled her motion for fees and costs before a new judge with a new attorney (who later withdrew).

Without going blow for blow, ultimately, the new judge determined that Nugent was not entitled to attorneys fees and costs because her original motion didn’t have the right information.

THE NUGENT APPEAL: On appeal, Nugent’s right to attorney’s fees was affirmed and the case was returned to the trial court to determine the amount. The appellate court’s decision was based on the reasoning that Michelis was on “fair notice” that Nugent intended to seek attorneys’ fees even if there were “typos” in her request(s).

BOTTOM LINE: Constructive eviction is clearly, “bad for the environment” and can be costly and expensive to both sides. Landlords should carefully consider their actions and inactions to make sure that the tenant isn’t given a reason both to “leave for free” and to file a claim for damages, costs and attorneys’ fees under Section 83.67.

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AAGO MARKET TRENDS

How to Increase Your Rent and Resident Retention With Sustainable Apartment Living

By Ashley Tyndall, Chief Relationship Officer at Swifty https://beswifty.com/AAGMCO When a property can present creative ways to make residents’ lives easier, it can be a valuable form of relationship-building. Millennials and Gen Zs, in particular, are increasingly energy conscious, so offering an ecofriendly and sustainable apartment living experience can give your property an edge over the competition.

Today’s renters have come to expect a level of sustainable features in their apartment home, from on-site recycling to energy-efficient appliances, in addition to more unique features like sustainable landscaping and bike-sharing stations.

According to AMLI’s 2020 Sustainable Living Index, 83 percent of renters consider living in a green community as beneficial to their health. Energy-efficient utility savings, smoke-free living, and fresh air initiatives are among the top three green features. Plus, due to the COVID-19 pandemic, 71 percent of renters place an increased value on sustainable apartment living, especially considering 41 percent said they will be working from home in 2021.

From short- and long-term investment returns to increased resident retention, there are many benefits to going green.

Some studies even show that occupancy rates can rise up to 23 percent higher for LEED apartments.

Below, we have compiled a few tips to make your property more eco-friendly and potentially add to your bottom line: 1. LOWER CONSTRUCTION AND MAINTENANCE COSTS It’s no secret that sustainable living can lower energy and water bills. What is lesser known is that green features can increase durability measures, thus reducing longterm maintenance costs through improved moisture management.

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Efficient design can also lower construction costs by avoiding excessive waste and material use. For example, efficient construction techniques eliminate non-essential materials and provide structural integrity, which can provide more room for insulation and reduce costs.

2. CONSIDER ECO-FRIENDLY TRANSPORTATION OPTIONS Apartment features should go beyond smart thermostats and door locks to deliver amenities that will enhance the quality of residents’ lives. According to Bloomberg, more than half of new-car sales will be electric by 2040. The rise of EV sales is prompting many companies to install chargers in their parking lots and garages — including multifamily properties.

Several studies have also demonstrated that apartments and buildings near public transportation are often more valuable than similar properties without close access to rail lines, subways, and bus routes. Green homes within walking or biking distance of stores and popular attractions can also command higher rent, resident retention, and higher resale value.

For example, many communities are also offering covered bike storage for their residents’ convenience and to reduce greenhouse gas emissions. Some properties are also prioritizing onsite fitness studios, business lounges, and game rooms to prevent residents from having to drive off community grounds to access these activities.

3. SAVE WATER Owners can also limit storm runoff, lower irrigation costs, and landscape maintenance, and lessen the impact on waterways through sustainable site development practices.

Additionally, water-efficient designs often lower owner

AAGO MARKET TRENDS

costs for outdoor and common areas, as well as resident utility costs.

Smart irrigation controllers ensure your plants are watered and verify that your systems are performing correctly.

There are also opportunities to use native plantings and replace turf with drip irrigation.

4. IMPROVED AIR QUALITY By using sustainable materials and new installation techniques, the building can benefit from enhanced indoor air quality and lower transmission of sound and odors between units. Eco-friendly construction methods and materials also reduce contaminants introduced into the apartment air thanks to low levels of volatile organic compounds in sealants, coatings, paint, and adhesives.

measures for a property and can provide great returns.

PREPPING YOUR PROPERTY FOR A SUSTAINABLE FUTURE From refrigerators that monitor residents’ hydration levels to smart homes that analyze a unit’s air quality, technology is continually advancing and making it easier for apartment communities to incorporate green features into their units.

Sustainable living not only promotes healthy lifestyles but also increases energy efficiency and cuts costs. As a bonus, your property does not always have to break the bank to integrate sustainable design into the property. Residents increasingly desire sustainable living in their everyday, and the multifamily industry is in a great position to benefit financially from this rising demand.

Further, some apartments are promoting high air quality by automatically tracking and adjusting temperature and humidity for occupants. Automatic temperature adjustments reduce the need to heat or cool an apartment by utilizing tempered air from outside. This not only helps increase resident comfort and create a healthy living environment but also enhances energy efficiency.

Sources:

5. SMART LIGHTING While energy-efficient lighting is an essential sustainable feature, multifamily properties can kick it up a notch with smart lighting. What if your residents could wake up to a soft natural light that gradually increases in the morning and decreases to a warm glow in the evening? Your multifamily property could install similar smart lighting features in your units, to promote resident health and wellness.

• https://ny.curbed.com/2013/5/7/10246368/ an-introduction-to-the-cost-benefits-of-green-buildings

If smart lighting is outside your budget, consider retrofitting your property with LED lights. Using LEDs for common-area lighting is one of the most cost-effective

• https://yieldpro.com/2020/08/amli-residential-releasesresults-of-2020-sustainable-living-index/ • https://www.multifamilyexecutive.com/designdevelopment/green/why-you-should-green-certify-yourapartments_o

• https://www.bankrate.com/finance/real-estate/publictransportation-affects-home-values.aspx • http://www.nreionline.com/multifamily/apartmentrenters-now-expect-sustainable-design-features-theirunits • https://www.naahq.org/read/operations-insights/ sustainability-todays-multifamily-housing

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AAGO MARKET TRENDS

The Critical Role of Automation in Lead Management

By Coby Rich, VP of Marketing, ENTRATA

I

magine if many mundane daily household tasks could simply be automated. Trash cans automatically transferred from the garage to the curb on pickup day. Groceries neatly placed in the fridge on the proper shelves. The backyard efficiently mowed on a weekly basis because you scheduled the lawnmower to do it at a certain time.

Much tedious busywork also surrounds the lead management process. But unlike those household tasks, many lead management procedures can be automated now.

Efficiently managing leads with help from automation not only saves valuable time for associates. It also helps boost conversion rates. Today’s most forward-thinking lead management tools enable properties to automatically schedule messages to prospects that are prompted by certain events, timelines or actions throughout the renters’ journey.

“It has revolutionized the way that we operate,” said Jen Larimer, Community Director for RangeWater Real Estate. “We are able to connect with the residents within our community, and the prospects that are visiting us as potential residents, in new ways that we couldn’t before. It also helps us create a more consistent experience.”

With robust automations like those offered by Entrata’s Contact Points, connections aren’t just consistent, they can be much simpler. Here are a few examples of how automation can enhance communication processes for prospects and current residents—and allow associates to escape many of the time-consuming, routine tasks within the lead management process: • SELF-GUIDED TOURS: When a prospect schedules a self-guided tour, automation can be set up within the system to send a confirmation text to the prospect.

• APPLICATIONS: When a leasing agent marks a tour as complete in the system, it can trigger the system to automatically send an application to the lead.

• RESIDENT AUTOMATION: Automatic communications to residents can be scheduled at designated increments of the lease cycle. This can begin immediately when the lease starts, since the

system establishes a contact point on day one.

• PAYMENT CONTACT POINT: When a resident pays rent, they can receive an automated message with their receipt. Gone are the days when leasing teams had to reach out to each resident to confirm a payment was received.

• LEASE RENEWALS: Property teams can use their lead management tool to ensure renewal notifications are triggered a certain number of days before the current lease ends.

• WORK ORDERS: When a work order is submitted, automated communication can be sent to the resident.

While these are some of the primary examples, autoresponses can be generated for virtually every significant step within the renter lifecycle. That starts at the most critical juncture—initial outreach from the prospect.

“Even if the auto-response is generic, the prospect knows the property got their message and the leasing agent has a little more breathing room,” said Ginny Decker, SVP of operations at Monument Real Estate Services.

Due to automation, leasing agents no longer have to mark up their calendars with certain reminders to follow up with prospects, and they don’t have to start from scratch on each communication. And they can be assured that existing residents are continuing to receive communication from the community at proper intervals.

“The ability to build out contact points for our residents that are different—and timed differently—than contact points for our leads makes our actions feel intentional, no matter what type of customer they are,” Ashley Poyer, VP of Sales at PeakMade Real Estate. “You can take it even further, and handle leads that came through the leasing center differently than someone who we toured.”

Far from being cold and impersonal, automated communications help communities maintain the ability to tailor and modify particular messages, when necessary. The personal touch is not lost, but continues at the forefront of non-routine communication while automation makes everything else easier and more efficient.

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AAGO MARKET TRENDS

Connect With NAA Join Us In Person in Chicago for Apartmentalize, the Industry’s Largest, Most Important Annual Event

By Rick Graf, Cushman & Wakefield 2021 National Apartment Association Chairman of the Board

Chicago, our host city for this year’s Apartmentalize, Aug. 31 – Sept. 2, has announced plans to fully reopen by July 4, including McCormick Place, our venue for the conference. This is welcome news and means everyone who wants to join NAA for the largest, most important rental housing event of the year can attend our first inperson meeting since June 2019.

Even as restrictions are lifted, your safety continues to be our number one priority. We will monitor and follow guidance from public health agencies on the safest way to welcome you to Chicago and to all the education and networking opportunities at Apartmentalize.

For more information, schedule of events and registration, visit naahq.org/APT.

Alexandra Jackiw Diversity & Inclusion Scholarship

To increase diversity and inclusion as people progress along their career paths, Alexandra Jackiw, CAPS, CPM, a Past Chair of NAA, Past President of NAAEI, life-long learner and industry educator has established a scholarship fund to provide professional development opportunities for men and women who are members of a racial/ethnic minority group, lesbian/gay/bisexual/transgender or a person with a disability.

Scholarship recipients will have course registration fees covered for NAAEI credential programs, Certified Apartment Manager (CAM) and Certified Apartment Portfolio Supervisor (CAPS).

To be considered, candidates are required to submit a completed online application form, resume, a personal statement and a letter of reference from their supervisor or a senior level employee at their company.

Applications will be accepted through July 30, 2021. Apply today at naahq.org/scholarship.

Manage Risk and Compliance with NAA Click & Comply

NAA’s performance management and compliance software, NAA Click & Comply, allows property management companies to consolidate processes and systems into one place for ease of use and transparency. Automate, save time and trust that your properties are remaining compliant.

Because companies are always seeking to enhance onsite operations to avoid unbudgeted expenses and increase asset performance, NAA Click & Comply does just that by creating actionable intelligence for your asset’s life cycle. What you can expect from using NAA Click & Comply:

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• Mitigated risk and preventative maintenance for your properties • More efficient onsite teams • Improved performance • Streamlined communications • Dashboards to see property performance across your entire portfolio • Asset preservation • Implementation within 60 days Learn more about NAA Click & Comply and request a demo at comply.naahq.org

Innovation in Diversity & Inclusion (IDI) Grant

The Innovation in Diversity & Inclusion (IDI) Grant will be awarded to organizations that reflect NAA’s dedication to encouraging a workforce environment that is inclusive, supportive and rich in diversity by funding initiatives in Culture Diversity and Awareness in Education, Leadership Programs or Diversity and Inclusion Projects.

Member associations, property management firms, supplier partners and related organizations are eligible to apply for this grant. More information and application are available at naahq.org/grant.

Uncovering the Housing Trends of Gen Z

Discover Gen Z renter geographical preferences, homeownership and renting sentiments and preferred apartment amenities from a justreleased NAA/Satisfacts/ApartmentRatings survey, “The Complexities of the Digital Generation.” Visit naahq.org to view the summary. Member login required to view full survey results.

COVID-19 Rental Housing Support Initiative Releases Resources to Aid Industry

The COVID-19 Rental Housing Support Initiative, sponsored by Yardi, involves four organizations—Institute of Real Estate Management (IREM); National Apartment Association (NAA); National Association of Residential Property Managers (NARPM); and National Multifamily Housing Council (NMHC)—that came together to build a series of solutions in key support areas to help the industry survive and thrive through the pandemic and beyond.

The Initiative is releasing a variety of resources under each area of support: Mental Health, Liability, Education and Apartment Facts.

Access the resources at covidinitiative.rentalhousingindustry.org

Monthly Payment Plans Now Available on Visto

Visto now offers an easy monthly payment option with Affirm. Set-up is quick and easy for a real-time decision and checking eligibility. Make monthly payments with no hidden fees. Visit store.gowithvisto.org

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Apartment Association Of Greater Orlando

PRESORT STANDARD US POSTAGE PAID ORLANDO, FL PERMIT 1478

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