September/October Apartment Times

times The official publication of the Greater Charlotte Apartment Association

apartment

Sep | Oct | 2020

BROWNLEE WHITLOW & PRAET, PLLC

We Provide the Following Services to Property Managers and Owners: Purchase and Sale of Communities Lease Preparation and Negotiation Policy Review Defense of Property Claims

CONTACT US

4020 Westchase Blvd. Suite 530 Raleigh, NC 27607 Follow us on Social Media @brownleewhitlowpraet Visit us at: www.bwpf-law.com

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Eviction Appeals Fair Housing Compliance Instruction on Legal & Lease Issues, Fair Housing or any other legal topics.

budget memo

GCAA 2021 BUDGET MEMO

Welcome to the GCAA Member Budget and Planning Guide!

This is designed to be a quick reference to assist you with planning your investment in GCAA programs and events for 2021. To continue the current level of innovation and excellence, GCAA needs YOU - our members - to participate in association activities and initiatives. Please note, pricing and scheduled dates are subject to change. Be sure to check the GCAA calendar for the most current information!

2021 SPONSORSHIP PROGRAM Variable Benefit Options; No Price Increase!

For 2021, sponsors can once again customize their benefit packages to include a Trade Show Booth, Web Advertising and more! Sponsorships offer greater visibility and prestige among the membership via additional, sustaining support of the Association. Find details of the three sponsorship levels in the upcoming Apartment Times.

EXECUTIVE

CORPORATE

SUPPORTING

$3000

$1600

$800

2021 ANNUAL DUES Owner/Operators (100 or more total units): $325 base fee + $2.66 per rental unit Small Owner/Operators (fewer than 100 units): $125 base fee + $2.66 per rental unit For Associates (Suppliers): $525 Government Affairs Fee (Mandatory): Owner/Management Company: $50/Community Small Owner Management: $25 Owner (No Units): $25 Associates/Suppliers: $25

SPONSORSHIP & ADVERTISING

EDUCATION PROGRAMS

Each year, GCAA members have the exclusive opportunity to advertise in association publications and to sponsor events, programs, or classes.

GCAA will offer these NAA Education Institute Professional Credential Programs in 2021 (member rates noted):

For 2021, these opportunities will include: Apartment Times Magazine (Digital Distribution) Ads range from $190- $880 CAM, CAPS, & CAMT Programs Breakfast/Lunch Sponsorships $150 + food cost 2021 Golf Tournament (May 14): Sponsorships ranging from $200 - $650 Player Cost: $115 2021 New Construction Tour Print Advertising: $300 - $650 Event Sponsorships: $100 2021 Bravo Awards Print Advertising: $500 - $650 Award Sponsorships: $400 Event Sponsorship: $3000 2021 Trade Show (March 25): Booths go on sale October 2020.

Attendee Cost: $39

NALP (National Apt. Leasing Professional) $499 March 9 - 12 CAM (Certified Apt. Manager) $965 FALL: September 2 - 30, SPRING: May 17 - 21 CAPS (Certified Apt. Portfolio Supervisor) $999 January 13 - 27 CAMT (Certificate for Apt. Maintenance Technicians) $499 February 9 - 24

CAS (Certified Apt. Supplier) $499 September 2 - 30

Other Seminars: GCAA will offer a variety of seminars in 2021, including Landlord Tenant Law, Pool Operator Certification, HVAC Training & more.

Cost range: $59 - $209/class

Please visit greatercaa.org for more details, registration options and pertinent updates.

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6060 Piedmont Row Drive South, Suite 575, Charlotte, NC 28287 704/334-9511 • 704/333-4221 (fax) • www.greatercaa.org The Apartment Times is published by the GCAA ©2019. The GCAA grants permission to reprint articles from Apartment Times, provided that credit is given to both the author and the publication, with the exception of information reprinted from other media, in which case permission must be obtained from the original source.

MISSION STATEMENT: The GCAA promotes the interests of its members through legislative advocacy, education and networking; and supports housing quality, value and choice throughout the Greater Charlotte community.

GCAA 2020 SPONSORS These member firms, recognizing the importance of the GCAA’s purposes and objectives, have provided additional, sustaining support to the Association. Please give them careful consideration, whenever possible, in your business dealings.

EXECUTIVE

CORPORATE

SUPPORTING

AFR Furniture Rental • ALN Apartment Data • Asurtey • Brownlee Whitlow & Praet, PLLC • CORT • Crescent Communities • Dasmen Residential • Grandbridge Real Estate Capital, LLC • Greystar • Loebsack & Brownlee, PLLC • Night Owl Contractors • Onsite Industries • Publix Super Market, Inc. • Redi Carpet • Reliable Restorations • Rent Ready • RestorePro Reconstruction • Securitas • Sherwin-Williams • Spangler Restoration • Spectrum Community Solutions • Westdale Real Estate Investment & Management • Yardi

1 Choice Construction Management • Ginkgo Residential • HD Supply Facilities Maintenance • Maintenance Supply Headquarters • Northwood Ravin • Real Floors • RKW Residential • Turner Asphalt • Weinstein Properties st

Blue Ridge Companies • Carocon Corporation • Full House Marketing • Glass Doctor • Lat Purser & Associates • Marsh Properties • SYNCO Properties

RESERVATION/CANCELLATION POLICIES FOR GCAA EVENTS: Dinner Meetings/Seminars: Reservations/cancellations must be made (either online, via email, or by phone) by the deadline published for each event on the GCAA’s website calendar (www.greatercaa.org).

NAA Education Classes: Registration and/or cancellation in writing only at least 14 days prior to initial scheduled class. For all GCAA events: No-shows and late cancellations will be responsible for payment.

2020 Board of Directors President: John Scott Trotter, SilverCap Partners, LLC Vice President: Deidre Wilson, Blue Ridge Companies Treasurer: Russell Tindall, Southwood Realty Secretary: Mike Rinaldo, Redi Carpet Immediate Past President: Holly Casper, RKW Residential Lisette Barteau, CoStar Group Gabrielle Bouknight, HHHunt Brian Brand, Guardian Construction Jonathan Cheville, Crown Town Carpentry John DeMario, RKW Residential Lisa Foley, Westdale Management Michael Gribble, Northwood Ravin Kate Irving Jarrell, BG Multifamily Betsy Kirkpatrick, BG Multifamily Michelle O’Brien, RKW Residential Eddie Robertson, Redi Carpet Wendy Sikorski, GCI Residential Michael Susen, Greystar Michael Tubridy, Crescent Communities Leah Vinansky, Powerhouse Brianna Wood, Ginkgo Residential

GCAA Staff Kim Graham, MPA Executive Director kim@greatercaa.org Pat Dorcy, Director of Education pat@greatercaa.org Lonnie Harris, Financial Accounting Manager lonnie@greatercaa.org Michelle Manns, Director of Strategic Initiatives & Legislative Affairs michelle@greatercaa.org Ashley Honeycutt, Events Manager ashley@greatercaa.org Wesley Masters, Marketing & Communications Manager wesley@greatercaa.org

To advertise in Apartment Times please contact us at 704.334.9511 x109 or PR@greatercaa.org

from your president features 5 FROM YOUR PRESIDENT

7 FROM YOUR PSC PRESIDENT

8 EVENT RECAP

10 PREPARE YOUR PROPERTIES: NAA CLICK & COMPLY

12 EDUCATIONAL PROGRAMS

15 MEMBERSHIP

16 APT SCHOLARSHIPS

18 INSTRUCTOR SPOTLIGHT

19 A.C.C.E.S.S. CAMT PROGRAM FEATURE

21 FEATURE STORY: AT A TIPPING POINT

28 GCAA APPRECIATION NIGHT

As life presses on...

More than any other, this year has flown by. Like most of you, John Scott Trotter I cannot believe it's almost October. A friend once gave me advice on parenting young children and said, "the days are long, but the years are short." I think this has never been truer than in 2020, and on multiple fronts, whether at work or home. There are times when it is easy to feel confused and frustrated with the current situation we are all facing. One minute, we are buying a precautionary mask on Amazon and the next, we are trying to figure out how to keep our families safe or juggling virtual schooling for the kids. In some ways, we have all gotten used to living with the virus. In others, there are things we will never get used to, like when my eight-year-old recently told me she had gotten used to wearing a mask.

Because of the virus, uncertainty will be the norm at least through the end of 2020. The effects for each of us will be personal and felt in different ways.

Whether it be caring for at-risk loved ones, uncertainty in the workplace, or taking care of (and educating) children, everyone's story is different. Regardless, most of us have never had to deal with this many moving parts at once. There is a reason for optimism, though, as we start to reflect on 2020, and that is to put the resilience we have all shown into greater focus.

The virus has allowed us the freedom to be more open-minded in how we tackle challenging problems where there is not a roadmap or a tried-and-true way forward. While there will still be many challenges, and likely some additional pain felt in our industry as we work through new solutions, I hope we all can appreciate what we have accomplished through perseverance in 2020 and the knowledge we have gained together. This reminds me of a quote from Jerry Seinfeld. "Pain is knowledge rushing into a gap. When you stub your toe on the foot of the bed, that was a gap in knowledge. And the pain is a lot of information really quick. That's what pain is."

While I am sure we will all stub our toes again, and likely soon. We can grow together with the knowledge gained through hard work and resilience.

Here at the GCAA, we will continue to be the industry’s voice in uncertain times and do our best to get you the information you need. Let us know how the GCAA can help.

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NOMINATE, CELEBRATE, AND APPRECIATE THE ACCOMPLISHMENTS OF OUR MEMBERS AND PRESENT AWARDS TO THE MOST DESERVING INDIVIDUALS

BRAVO AWARDS: CASINO ROYALE NOMINATIONS INCLUDE: THE LEX MARSH AWARD PROPERTY MANAGER OF THE YEAR [CONVENTIONAL] INSTRUCTOR OF THE YEAR PROPERTY MANAGER OF THE YEAR [AFFORDABLE] PROPERTY MANAGER OF THE YEAR [LEASE-UP] CORPORATE PROFESSIONAL OF THE YEAR ASSISTANT PROPERTY MANAGER OF THE YEAR LEASING PROFESSIONAL OF THE YEAR NEW PROPERTY OF THE YEAR SERVICE SUPERVISOR OF THE YEAR CUSTOMER SERVICE AWARD SERVICE TECHNICIAN OF THE YEAR TEAM OF THE YEAR SUPPLIER OF THE YEAR SOCIAL MEDIA OF THE YEAR

WHEN: Thursday, December 10, 2020 WHERE: Embassy Suites Concord 5400 John Q. Hammons Dr NW, Concord, NC 28027 Concord COST: $105 GCAA members | $130 non-members ATTIRE: Semi-formal | Cocktail Attire Nomination Deadline is October 9, 2020 Visit greatercaa.org/events to make your nominations or to register!

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from your products and services council president

2020: The Year of Innovation

Brian Brand

As the pandemic situation continues to evolve, a lot of things are changing surrounding events. With the recent unfortunate cancellation of our Charity Golf Tournament, we know many of you are disappointed in the cancellation of not just events, but precious networking time we all miss so much. This challenging time of following guidelines while still serving customers in the most effective ways is something we are all navigating carefully. This time of uncertainty challenges us to be innovative with our ideas and opportunities.

This month, we decided to create an opportunity for our suppliers and owner management companies to network and grow their businesses virtually. We hope Supplier September showed how we are constantly thinking of ways to connect members. While this virtual business exchange doesn’t fully replace in-person networking, we felt it mimicked what we all are missing so much right now - face-to-face interactions. The connections we’re able to make as members of the GCAA is as important as ever right now.

While we’re innovating and adjusting to how we have committee meetings, attend networking opportunities and host socially-distanced events- we do have exciting news about upcoming PSC opportunities. October 14th is the date of our next PSC Business Meeting. The meeting agenda items will include voting for the next PSC Secretary and selecting your 2021 Trade Show booths. This is an important meeting for the future of the PSC. And, I highly encourage you to attend. This meeting will also offer details about joining the 2021 Trade Show Committee and attending Trade Show 101.

As we create and think of new ways to serve customers, the GCAA website is an important source for keeping current with the changing events and news. Staff is working as hard as ever to keep members updated on the evolving situation and hope you utilize this resource for its many purposes.

Your PSC President, Brian Brand

Action Plus Ideas has been servicing clients nationwide for more than 26 years and has built an outstanding reputaion based on our ability to provide unique and quality branded items. We are passionate about providing excellent customer service to meet and exceed every need.

Proud Member of the GCAA for 5 Years

#WeAreGCAA

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event recap

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CELEBRATING 40 YEARS OF PARTNERSHIP WITH THE APARTMENT INDUSTRY! We’ve led the way in developing creative solutions to help increase occupancy and resident satisfaction. n Furniture to fit any style and budget n Model staging n A corporate/guest suite program n Quality new and previously leased furniture for sale in our Furniture Outlet n Benefit of CORTpoints

Contact us to learn how other communities have benefited by asking the question, “FURNISHED OR UNFURNISHED?”

CORT 4744 South Boulevard, Suite B Charlotte, NC 28217 Kim Bolt-Davidson Kim.Bolt-Davidson@Cort.com 704.323.5922 cort.com © 2020 CORT. A Berkshire Hathaway Company.

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prepare your properties: naa's click & comply

Prepare Your Properties Details on NAA's Click & Comply

Who benefits from NAA Click & Comply?

Property Teams

You can’t be everywhere at once. The dashboards and reporting features will allow you to quickly identify where your attention is needed most. Your team will be provided with daily guidance so you can focus on what really matters.

Owners & Management Companies Reduce your risk, save on costs and give yourself peace of mind. NAA Click & Comply reminds the right people at the right time what needs to be done as well as providing the resources to execute, monitor, store and report all tasks and inspections. The platform is tailored to your processes and goals. It ensures consistency in operational processes throughout your organization.

Features: •

•

• • • • • •

Standard Operating Procedures: Access a single source of daily guidance for onsite teams while offering realtime visibility into what’s happening, or not happening, at your properties. With Smart Task Automation, create templates that automatically generate tasks, delegate to specific team members and include recurrences like daily, monthly, annually. Assign tasks as critical for easy prioritization and capture important, time-stamped data of tasks completed.

Inspections: Utilize ready-made form templates or customize forms to your needs for each specific property using our drag-and-drop form designer. Create unlimited versions so you are able to capture the most important data for your specific community. Make changes easily when there’s new information to record. From mold remediation or incident reports, to pool pH levels and unit turns, your inspection data is stored securely and is quickly accessible with our helpful reporting tools.

Compliance: The platform sources and catalogs all applicable federal, state, city and county municipal codes, reviews them for compliance regulations and monitors any changes that may arise. Templates are then created and push these code requirements to your properties based on their location.

Document Management: Manage and track all documents, contracts, forms and certificates as well as track missing or expired documents that create tasks to make sure your business runs smoothly.

Risk Management: Access best practices in risk management, customized by each community, providing realtime visibility into how properties are complying. Qualify for lower insurance premiums and deductibles based on properties performance.

Preventative Maintenance: Deliver tasks to onsite team at the right time using a comprehensive list of required maintenance schedules based on the equipment, amenities and geographical location of individual sites. Preserve the value of your assets by receiving alerts if protocols are not followed.

On-demand Instructions: Receive notifications when policies, protocols and other important information is updated.

Custom Reporting & Dashboards: View real-time updates on what’s happening across your property portfolio at any given time. Create and save custom reports around any data, and export to Excel and PDF.

Request a demo at https://www.naahq.org/operation-solutions/naa-click-comply.

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Mitigate Risk with NAA Click & Comply

RISK MITIGATION Automate and trust that your properties NAA’s newest performance management and compliance software allows property management companies to consolidate processes and systems into one place for ease of use, transparency and communication for your teams.

are remaining compliant.

Benefits: RISK MITIGATION

• Mitigate risk across your entire portfolio

SOPS

• Extend the life of costly equipment • Achieve consistency and compliance INSPECTIONS

PREVENTATIVE MAINTENANCE

• Save time and avoid costly violations • Lower insurance premiums and deductibles

REPORTING

COMPLIANCE

• Build accountability and trust through real time visibility

MUNICIPAL CODES

PREVENTATIVE

Learn more or request a demo at comply.naahq.org. apartment times

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educational programs

education classes Please visit page 27 to see how we're preparing for in-person education classes & seminars.

HUD Guidelines for Service & Support Animals and Managing Animal Risk Webinar October 9

Reasonable accommodation requests for assistance animals—

Location: Virtual

for many housing providers. Is your pet and animal policy

1 - 2pm CECs: 1

including emotional support animals—have created challenges

Free

aligned with HUD’s latest housing guidelines pertaining to

Panelists: Brad Morris, Chief Legal Counsel, Petscreening.com, service and support animals?

Patrick Johnson, Partner with the law firm Brownlee, Whitlow and Praet and Gina Carter, Vice President – Portfolio

Operations for Blue Ridge Companies, CAM, CAPS, NALP

What you will learn: •

Key points in the 2020 HUD Assistance Animal Notice

•

The difference between pets vs. animals and the types of

•

ESA best practices and how housing providers can comply

•

animals allowed by HUD in housing.

with the Fair Housing Act when assessing service animals or ESA requests

How to deal with unsavory prospective renters who try to get around restrictions.

Fair Housing Training October 13

Get the tools you need to ensure your team is on the right

Location: Loebsack & Brownlee Education Center, GCAA

Fair Housing laws. Learn how the history of law and policy

Instructor: Willie Ratchford

explicit bias could violate Fair Housing laws, how issues in

9am - 1pm CECs: 6

track to take care of your residents and stay in compliance with

$109 GCAA Members; $149 Non-Members

in the United States affects Fair Housing, ways implicit and domestic violence may be in violation of Fair Housing law and much more!

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Hands-On Appliance Repair October 15

This seminar provides students with the skills and experience

9am - 4pm CECs: 5

to service major appliances. The course includes both classroom

Location: Chadwell Supply

(9015 Airpark W. Dr., Suite T, Charlotte, NC 28214) $139 GCAA Members; $179 Non-Members Instructor: Vann Flippen

and hands-on instruction. Students earn tips and ideas to

work more efficiently, learn troubleshooting techniques from assembly to electrical schematics and discuss understanding

error codes. Appliances include: washer & dryer, refrigerator, stove and dishwasher.

Hands-On HVAC Training October 16

In this seminar you will get everything you need to know A-Z

Location: Chadwell Supply

experience. You'll also learn necessary terminology, differing

9am - 4pm CECs: 5

about HVAC systems. You’ll get hands on troubleshooting

(9015 Airpark W. Dr., Suite T, Charlotte, NC 28214) $139 GCAA Members; $179 Non-Members

tools, charging procedures and more!

Instructor: Vann Flippen

NAA Lease Review & Training

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October 28

Walk through the NAA Lease and Addenda step-by-step with

Location: Loebsack & Brownlee Education Center

This session will cover changes/updates made to the NAA

9am - 1pm CECs: 4

$129 GCAA Members; $159 Non-Members Instructor: Patrick Johnson

an industry lawyer!

Lease and Addenda specific to the laws of the State of North Carolina. In addition, we will take a deep dive into the rights and obligations provided by the NAA Lease.

What you will learn: •

The ins and outs of the new NAA Lease Agreement

•

How the documents should be completed by users

• • • •

How to deal with common lease violations

Clarification on the most misunderstood components of the NAA Lease Agreement

Information about Emotional support animals and the Pet Addendum

Recent legislative changes and pertinent updates apartment times

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next gen kickball tournament

RESERVE A WHOLE TEAM, PLAY AS A FREE AGENT, OR JOIN US AS A SPECTATOR! OCTOBER 22, 2020 • 10AM - 3PM Hornet's Nest Park 6301 Beatties Ford Road Charlotte, NC 28216

RSVP DEADLINE OCTOBER 16, 2020 @ 5:00PM

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new members

P

WELCOME NEW MEMBERS & THANK YOU RENEWALS NEW MEMBERS Carpet To Go The JCL Painting Company Womble Bond Dickinson Vardell Properties, LLC Jones Management Realty

ZRS Management, LLC Middleburg Companies Penobscot Management Hill Rock Estates

Preston Ridge Hawk Mosby University City Bellamoor at the Park Walker Townhomes

RENEWALS

Victory Property Management Redwood Hampton Charlotte Limited Partnership Mooresville Station Donovan, Williams & Associates The Hamptons Parkway Station Lansdale Crossing The Lowrie Peppertree Apartment Homes Magnolia Properties Sparrow Living Sabal Point SONA Realty LLC Sage Highland Creek Sharon Pointe Evans Realty Synco Properties Stonewood Summer Pointe Destination at Union Trinity Station Hamiltons Bay Condominiums Management Nottingham Apts Village at Brierfield Hamilton's Bay The Oaks Waters Edge Apartments Highmark Residential TTOP 27 LLC Wexford Ashley Court High Meadow Woodbrook Apartments Bridges at Mallard Creek Village Green Management Wilhoit Properties The Brook Westdale Real Estate Investment & Management Oxford Crossing The Bryant Alexander Station BB&M Architecture Elan at Mallard Creek Enhancement Talent Development Arrowood Crossing Flagstone at Indian Trail Ferguson Enterprises Ashton Woods The Grayson Fetch Package Crestview Landings at Greenbrooke Gemaire / Rheem HVAC Crossroads Station Madison Southpark General Electric Appliances Crown Ridge Oak Crest Gyms For Dogs- Natural Dog Park Davidson Apartment Homes Paces Pointe Products LandDesign, Inc. Edgeline Flats Patriot's Pointe Maintenance Supply Headquarters Gable Oaks Residences at Braemar, The NahMil Services Huntersville Apts Sailpointe at Lake Norman Huntington Apartments North Carolina Pooprints Inc Southpark Commons Johnston Creek Crossing Pesta Finnie & Associates LLP Stone Creek Apartments Kannan Station Protection Systems Technologies II Piper Glen Maintenance, LLC Lakewood Inc Yellowstone Landscape Fairways at Piper Glen Lakewood I & II Marion Ridge McLain Heights

OUR MEMBERS IN THE NEWS

KATE MALOOMIAN WITH CRESCENT COMMUNITIES WAS SELECTED AS ONE OF THE HONOREES FOR CHARLOTTE BUSINESS JOURNAL’S CLASS OF 2020 40 UNDER 40!

HONORED WITH THE PERE AWARDS: RESIDENTIAL INVESTOR OF THE YEAR NORTH AMERICA & RESIDENTIAL INVESTOR OF THE YEAR GLOBAL

Submit your member news to pr@greatercaa.org to be featured

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apt scholarships

APPLY FOR APT SCHOLARSHIPS TODAY!

Since its inception in 2008, one of the GCAA Education Foundation's core objectives has been "to create a student scholarship fund that will provide financial assistance to rental housing employees in order for them to pursue national certification." In

September 2012, the GCAAEF created the Apartment Professional Training (APT) Scholarship Program.

These scholarships provide full funding for GCAAmember apartment industry professionals to pursue

the NAAEI Designation or Certification of their choice.

Application Closes November 15, 2020!

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INTRODUCING THE NEW

LOWE’S PRO/ MSH PURCHASE CARD

†

EXCLUSIVELY FOR MAINTENANCE SUPPLY HEADQUARTERS CUSTOMERS EXPANDED PRODUCT ASSORTMENT PURCHASING CONVENIENCE MULTIPLE CARDS AND SPEND LIMITS ITEMIZED PURCHASE DETAILS SAVE ON ELIGIBLE LOWE’S IN-STORE PURCHASES AND LOWE’S TRUCK DELIVERY*

FIRST NAME LAST NAME PROPERTY NAME

Must have an approved MSH account. The Purchase Card is not a line of credit or financing vehicle; it only provides an easy means to automate purchases. * Restrictions, terms and conditions apply.

†

Get started at SupplyHQ.com/ LowesProMSH

Proud Member of

© 2020 Lowe’s. LOWE’S, the Gable Mansard Design and MSH and Design are registered trademarks of LF, LLC. All rights reserved.

10493-0723-01

Charlotte’s Only Factory Authorized Full Service Dealer

(704) 392.2211 Service@CarolinaGolfCars.com Congratulations to all nominees & winners! apartment times

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NAAEI instructor spotlight

Instructor Spotlight What does the teaching process look like for you?

Introductions and engagement are the keys to successful teaching. I am always looking for the spark of interest and the lost looks in the Paul Buchman, Area Manager at HD Supply Facilities Maintenance, CAMT

room. I work hard to pull everyone in and repeat when necessary to keep everyone on the same page.

Why did you become an instructor?

How long have you been an instructor?

I have been instructing for 8 years. I have instructed everything from On Site Safety to EPA study courses. I have instructed from the property management side as well as the vendor side. My strengths are in HVAC and electrical. My specialty would be getting engagement during class to help with retention.

What do you gain from the training experience?

There is nothing more exciting for me than watching the light bulb go off when teaching. In my current role as a Sales Leader with HD Supply, I get to teach every day!

Teaching in multifamily is needed more than many like to admit. As a service manager, I spent a lot of my time teaching my replacements so they could step up one day. In my current role, I am able to continue that. Every generation of maintenance professionals faces their own trials. Today’s trials are often times due to lack of training. My goal is to chip away at that.

HD Supply has a slogan “One Team Driving Customer Success and Value Creation”. This is not just meant to be an internal motto. We strive to partner with our customers and become another tool in their bag! This speaks to being an instructor and teaching others.

H U D G U I D E L I N E S FOR SERVICE & SUPPORT A N I M A L S + M A NAGING PET & ASSISTANCE A N I M AL RISK WEBINAR

FRIDAY, OCTOBER 9 1 CEC FREE

1-2PM

WITH PANELISTS BRAD MORRIS, PATRICK JOHNSON & GINA CARTER 18

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ACCESS program feature The GCAA's embedded program known as A.C.C.E.S.S. (Apartment Career Credentials that Empower Students to Succeed) launched in February in CharlotteMecklenburg Schools.

We spoke to Jorge Leyva, with Circa Uptown Maintenance and Kyle Washington, an A.C.C.E.S.S. Program graduate, about their experience with the program.

Washington, who graduated in August from the program, explained why he chose to go through the class. "I like to fix things and make things look good. I also didn't want to go to college because I'm pretty sure it's just not for me." He went on to detail how the program prepared him for his current job. "I learned the basics from the program. It prepared me well for what was to come in my current role."

Leyva, who hired Kyle, detailed his hiring process. "When I did the interviews, I was looking for someone who had a good attitude and was eager to get into this field. When I decided to make the offer to Kyle, it was because when he came and walked the property, he was asking open-ended questions about his position and was already speaking of ideas on how to improve the daily tasks we went over for his position. It was clear he had retained everything he learned in the class. Leyva went on to express his gratitude for the program's support. "This program trains

(From L to R) Kyle Washington and Jorge Leyva

our industries' future leaders like Kyle. Our industry is better for it!"

To learn more about the A.C.C.E.S.S. Program and other GCAA youth initiatives, visit https://www.greatercaa.org/youth-education.

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apartment times

Call Now 704-909-7616

INFO@RELIABLERESTORATIONS.NET

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feature story

AT A TIPPING POINT Having more residents at home stresses buildings and staff alike.

F

BY JOE BOUSQUIN

or Tammy Shields and her staff, every

pay rent or participate in payment plans once

day is beginning to feel like Monday.

evictions resumed, about 20 percent of her de-

With more residents staying at

home during the COVID-19 pandemic,

related to hospitality and entertainment. But

Operating Officer for Atlanta-

even with eviction moratoriums remaining in

based Audubon—which operates

place, lots of residents chose to leave anyway, as

to Louisiana—has only become harder in recent months.

For one thing, with residents leaving their

“Our onsite staff are working a lot harder,” says Shields. “With rent payment programs and residents

there’s been a lot of additional trash to remove.

having to document they

And because an increasing number of residents

lost income to qualify, the

are shopping online to avoid trips to the store

paperwork has increased.”

for everyday items—from cleaning supplies to

Plus, staff have to clean

groceries to toiletries—parcel deliveries have

more often, she adds.

age locker systems.

Some of Shields’ apartment communities in

| SEPTEMBER 2020

move-outs doubled year over year.

apartments less and ordering in meals more,

been piling up, even at communities with pack-

units

In New Orleans, many residents lost jobs

managing 5,500 apartments as Chief

21 apartment communities from the Carolinas

34

linquencies resulted in apartment repossession.

Tammy Shields

Although not all areas of the country are seeing such drops in apartment occupancy, observers say these pain points, like the pandemic

the state have seen their occupancy numbers

itself, will likely get worse before they get bet-

fall, as residents whose incomes had been im-

ter, for apartment communities, residents and

pacted could no longer afford rent and moved

staff. With more residents going out less often,

out. While most residents either were able to

the strain on the communities—and the mental

www.naahq.org apartment times

21

This artwork is copyrighted by Illustration Source for one-time use.

Purchase at: illustrationsource.com Image #521838

and emotional load on the staff, tasked

based Altman Companies, an operator

with serving residents and dealing with

of approximately 8,000 apartments,

Earth Institute, for example, has found

higher anxiety levels in their own lives—

“we’ve been averaging about 20 to 30

that overall electric use at New York

has only gotten more intense.

percent more trash hauls than normal,

City apartments increased 7 percent

“Our jobs are three times harder now

and package volumes are a big strain

during the pandemic, with weekday use

than ever before, just because there’s

in the current environment,” says Chief

between 9 a.m. and 5 p.m. jumping by as

so much more to worry about and deal

Operating Officer Tim Peterson. “The

much as 23 percent.

with,” says Marcie Williams, President of

exponential growth in [deliveries] during

Charlotte, N.C.-based

the pandemic has made package locker

the changes we are

RKW Residential, a

solutions designed just four or five years

observing in New

third-party manager

ago obsolete. We are rushing to convert

York City are not oc-

of more than 22,000

underutilized spaces into additional

curring in other U.S.

apartments. “We still

package rooms with secured entry and

regions,” the study’s

have jobs, and we’re

electronic monitoring, but in the mean-

authors write. “This

time our front offices have had to deal

additional daytime

with a significant overflow of packages.”

consumption, which

still getting leases and renewals, so we’re not

Marcie Williams

complaining. But people are stressed.”

Infrastructure Challenges

In addition to trash and packages pil-

“There is no reason to expect that

Tim Peterson

normally would be met by employers or

ing up at many apartment communities,

institutions, has now been shifted to indi-

electricity and water use has increased.

viduals. For the many [apartment renters]

At many apartment communities, trash

Because electricity is typically sub-

already suffering from the economic

and package volumes have been an

metered to residents, the utility burden

consequences of the crisis, any increase

extra burden on building infrastructure

on them is becoming greater as many

in monthly energy bills will only make

and staff.

struggle to pay rent due to pandemic-

matters worse.”

For instance, at the Boca Raton, Fla.-

22

A study at Columbia University’s

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related job losses.

Water use is also up. At New York

SEPTEMBER 2020 | units

35

M

Zoom Deejays and Bingo for Morale and Relief

units |

of energy and water management systems for commercial and residen-

any apartment community operators have responded to COVID-19-related staff challenges by offering employee counseling programs, virtual Zoom parties complete with deejays and costumes, and sometimes cash bonuses or gift cards to help alleviate the stress.

BH Management has paired employees together through an outreach program to keep workers positive through the crisis. “We provide employeeassistance program services for our team members who need additional help working through the stress while going through the pandemic and have mentors along the way for them to lean on when times get too much,” says Senior Regional Vice President Melody King.

“We try to remind them continually to have fun. We host parades, online reading clubs, virtual exercise groups, food trucks and provide pop-in surprises for our teams and residents to ensure that they know we are always here to support them in any way we can.”

Marcie Williams, President of Charlotte, N.C.-based RKW Residential also says her firm is helping employees cope through its own employee-assistance program. “We’ve really encouraged our employees to call and utilize the counseling services if they’re stressed about work,” she says, adding that the company is also considering cash incentives.

The Altman Companies has increas-

36

City-based Bright Power, a purveyor

SEPTEMBER 2020

ingly focused on keeping morale high as the pandemic has worn on, says Chief Operating Officer Tim Peterson. “We’ve been working hard to keep our teams connected. We can’t bring them together physically, but we’ve had a series of virtual hangouts that have included our top leadership calling out and recognizing success from our people in the field. We’ve had a deejay and themes for everyone to dress up and express themselves. The consistent message has been that we are all in this together, and that we are going to win, despite these obstacles.”

A favorite sports team party with staff members dressing as a University of Florida Gator and a Florida State University cheerleader; and a Fourth of July party where an American flag cowboy hat, boots and shirt were on full display.

Audubon held a video contest for staff at its different apartment communities so employees could show how they’ve been coping, with gift cards and dinner on the company as the main prize. “One of our teams did a video showing how they clean all day, wiping down every surface while wearing masks, and they had fun with it; it was hysterical,” says Tammy Shields, Chief Operating Officer.

“People are trying to approach it with humor, and we’re doing stuff like that to keep people motivated and happy to be at work.”—J.B.

tial buildings, water use increased 21 percent across a sampling of its clients’ communities in April compared to the same period the year prior.

“With residents at home, we have seen an increase in water consumption at multifamily properties,” says Samantha Pearce, Director of Energy Management Services at Bright Power. “For owners who do not sub-meter or bill back utilities, they are certainly hurting now with those increased costs.”

Bigger Bills for PPE Hitting Bottom Lines Outlays for cleaning and personal protective equipment (PPE) are also hitting apartment operators’ budgets.

The Altman Companies saw costs go up when it implemented new cleaning and PPE protocols at its communities. “Additional expenses for contract services for cleaning, PPE, hand sanitizer and new signs for social-distancing requirements added about 10 percent to our expenses,” says Peterson, who notes that the company has cut back in other areas, such as free coffee in lobbies and towels for fitness centers, to lessen those impacts [a strategy many apartment operators have been following]. “After we did that, the amount drops closer to 5 percent.”

Other apartment operators have reported that they’ve been able to offset operating expense increases, primarily from maintenance staff

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23

conducting fewer service requests when in-apartment visits were limited to emergency repairs during the early part of the pandemic.

Samantha Pearce

The lighter service-request load

freed up maintenance staff to do other work, such as painting and vacancy turns, that is typically contracted out, helping to limit those expenses. But with more firms returning to pre-pandemic maintenance service levels, catching up on those sidelined service tickets has taken priority.

“Now that we have begun reopening procedures, and begun performing routine maintenance, our staff doesn’t have the extra time to perform those other turn tasks anymore,” Peterson says. “The additional expense is painful in the short term, but we view it as an investment in our communities, and the health and welfare

‘‘

The biggest stress for our staff during the pandemic is just being on the front line.

They are our heroes, interfacing with our prospects and residents while also keeping them safe.

— Tim Peterson CEO, Altman Companies

of our residents, prospective residents and staff.”

Asking the Unmasked to Police Themselves

have also been facing economic upheaval.”

At Des Moines, Iowa-based BH Companies, which operates 97,000

Melody King

apartments across the Southeast and West, where case counts have been surging in July, the story is the same. With more residents at home all day, the company’s teams are feeling even more pressure to provide great customer service, says Melody King, Senior Regional Vice President in Dallas, where COVID-19 surges have been among the biggest in the country. “They are dealing with active COVID cases in their homes, communities and offices, causing a shortage of team members and an overall concern throughout the properties.”

As COVID-19 case numbers have continued to climb nationally—and particularly in the hard-hit Sunbelt—more

having to police residents on social-

and more apartment frontline workers are

distancing and mask-wearing rules.

also testing positive. When that happens

Instead, she’s told her teams to emphasize

and they have to quarantine for at least

that amenity use at the communities

14 days, the workload on their colleagues

With mask requirements perceived by

comes—as it did before the pandemic—

naturally increases.

some Americans as infringing upon their

at their own risk.

personal freedoms, Audubon’s Shields says

In Florida, where cases recently

“They already have additional responsibility, keeping up with the cleaning,

her staff are also having to deal with indi-

skyrocketed, the Altman Companies staff

filling out the cleaning logs and wear-

viduals who disregard signage or requests

have had to soldier through as well. “The

ing their PPE while still taking care of

for social distancing. “If somebody comes

biggest stress for our staff during the pan-

residents, who are just around more,” says

into our office not wearing a mask, we’re

demic is just being on the front line,” says

RKW’s Williams. “But now, if you’ve got

going to ask [that person] to leave because

Peterson. “They are our heroes, interfacing

someone out who tested positive, you’ve

that’s our place of business,” she says. And

with our prospects and residents while

still got to make sure you can handle all

“we’ve got signs up in our amenity areas,

also keeping them safe. But they also have

those job functions at the same time with

for example, that say masks are required.”

stress from occupancy and rent collection

less people.”

At the same time, Shields is not put-

pressures in light of eviction moratoriums,

ting her staff in the awkward position of

and working in compassionate ways with

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24

residents who

apartment times

Joe Bousquin is a freelance writer.

SEPTEMBER 2020 | units

37

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25

ATimes page edits 011519.qxp_Layout 1 1/15/19 8:44 AM Page 18

join a committee or council join a committee or council

GCAA needs YOUR ideas in 2020; join a volunteer Committee or Council!

Serving on one of the Greater Charlotte Apartment Association’s Volunteer Committees is a great way to connect with our growing organization and the ever-changing apartment industry. As a committee member, you’ll network with other industry professionals while participating in important Association business and decision-making. Choose to be involved in 2020.

BUS TOUR COMMITTEE: This committee’s members play key roles in planning and executing the GCAA’s annual New Construction Bus Tour, a major annual undertaking which showcases new apartment product in our market.

They also assist with smaller-scale tours which have specific areas of focus, such as the Rehab Tour and the Boutique Tour.

EDUCATION ADVISORY COUNCIL: This council oversees the NAA Education Institute Designation Programs, including NALP, CAM, CAMT, CAPS, and CAS. Council members provide guidance in the areas of policy, member and community outreach, faculty development, program evaluation, curriculum design, and student participation. Council members must be GCAA volunteer instructors. Meeting schedule varies.

GOVERNMENT AFFAIRS COMMITTEE: This committee monitors legislative issues affecting the multifamily industry at the local, state, and national levels. Its members represent the apartment industry before Charlotte City Council, Mecklenburg County Commission, and governmental staff. This committee also works closely with the AANC. GREEN COMMITTEE: This group’s focus is to educate GCAA‘s owner/operator members about the latest trends and opportunities in environmentally-conscious, sustainable multifamily operations. The committee organizes educational programs, has guest speakers and goes on outings.

MEMBERSHIP COMMITTEE: This group performs the important tasks of obtaining quality new members and retaining existing members. Its members develop and execute strategies for member recruiting, orientation, and retention -including direct contact and follow-up with prospects and current members. This group organizes annual membership drives and additional networking opportunities throughout the year.

MULTIFAMILY CAREER AWARENESS COMMITTEE: This committee will serve as a local mentorship program for high school and college students. The multifamily industry can be an overlooked career path but with this committee we are dedicated to showing our next generation of leaders that it is a viable career path and one that should be explored.

NEXT GEN COMMITTEE: This group’s efforts focus on increasing association involvement of members who are “young” in the industry. Next Gen volunteers organize quarterly social events at which GCAA members can network with industry peers, learn more abut the Association, and explore multifamily career opportunities.

OUTREACH COMMITTEE: This group works to identify areas of need in the community and plan activities which will provide appropriate service and support. In recent years the Outreach Committee has partnered with The Relatives, the Urban Ministry Center, Moore Place, Samaritan House, Habitat at Charlotte and other charitable organizations.

PRODUCTS & SERVICES COUNCIL: The PSC is open to any/all GCAA Associate members in good standing; its overriding goal is to enhance the valuable working relationships between GCAA member apartment owner/ operators and vendor/suppliers. PSC Subcommittees focus on specific areas/programs including Associate Development, the Trade Show, the Golf Outing, and the Executive Dinner/Reverse Trade Show (alternating years).

PROGRAMS COMMITTEE: This committee researches and schedules quality programs for the monthly General Membership meetings. Its goal is to secure a range of informative, engaging speakers and to present subjects that will appeal to the diverse membership. The group also schedules seminars of industry-related topics for the membership, supplementary to the NAAEI designation courses.

Join TODAY at greatercaa.org/committees-and-councils

34

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health and safety precautions

W H A T

W E ' R E

D O I N G

To Keep You Safe

We are requiring masks and sanitizer use upon entering classes,

Our Loebsack & Brownlee Education Center has spaced out

seminars or for any meeting with one of our staff members.

seating to fulfill the 6ft apart social distancing requirements.

Upon entering our office, a temperature check will be required

We are disinfecting not only our chairs, tables and common

along with the mask. If you do not have a mask, we can supply

areas but also the pens required at sign-in for any class, seminar

one upon request.

or meeting.

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gcaa appreciation night

GCAA APPRECIATION NIGHT No vem b er 1 2 5 :3 0 - 8 :3 0 PM M e mb e r s $5 9 No n- M em b ers $ 7 9 T o p Go lf ( 8 0 2 4 Sa voy C o rp ora te Drive)

IT’S A BIG NIGHT FOR APPRECIATION AT THE GCAA! ON-SITE HEROES FOR LEASING, MANAGER & SERVICE TEAMS WILL BE RECOGNIZED FOR ALL YOU DO FOR THE GCAA!

Admission Price includes dinner, golf and gifts for honorees!

Register at greatercaa.org/events TODAY!

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NATURAL DOG PARK PRODUCTS

GymsForDogs.com sales@GymsForDogs.com 800-931-1562 apartment times

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Greater Charlotte Apartment Association 6060 Piedmont Row Drive South, Suite 575 Charlotte, NC 28287 Address Service Requested