Lincoln Messenger, Issue 8 - April 2015

THE LINCOLN

MESSENGER Inspiration Station Lincoln Charities Marketing Technology & Innovation RECP Employee Milestones Community Service Lincoln HR, Training and Development Call Center Payroll and Benefits Policy Mid Atlantic Gold Medallion Awards West Coast Gold Medallion Awards

1st Quarter, Issue 8 • April, 2015

Inspiration Station “That some achieve great success, is proof to all that others can achieve it as well.

Don’t worry when you are not recognized, but strive to be worthy of recognition.”

-Abraham Lincoln In the first few months of 2015 we celebrated the fifth decade of Lincoln Property Company at our Gold Medallion Ceremonies in Richmond, Virginia and San Diego, California. It is hard to overstate how impressive it is in our now Global Economy to have a Large Company that has existed – THRIVED even – for half a century!

What is more impressive was to watch the People, Passion and Progress of Lincoln on display at each event, and it was a pleasure to see those deserving individuals and teams rewarded for living out our Mission.

We should each take stock of our own role in fulfilling Lincoln’s mission, which is first and foremost to provide EXEMPLARY Service.

As I shared at the West Coast Gold Medallion, Exemplary does not mean ‘good service’ – it does not even mean “great service” – Exemplary is defined

as IDEAL, FLAWLESS, PERFECT! It is daunting to think about being “Perfect” all the time; it is less intimidating to focus on EACH individual task. Can I answer THIS call…“perfectly?” Can I schedule the vendors for THESE turns… “perfectly?” Can I complete THIS ticket… “perfectly?” Fulfilling our mission is not a one time action, nor is there a magic formula that will make it happen. It starts with the very next task we are going to take on, can we do it… perfectly? And if we fall short of perfect, short of exemplary – we will land on OUTSTANDING and then come back again tomorrow and strive for Perfect… strive to get better!

I look forward to working together as stewards of this great company to ensure that generations to come can benefit from our efforts to provide EXEMPLARY service.

– Philip Rizzo

Lincoln Charities While Lincoln was hitting a milestone with its 50-year anniversary, Lincoln Charities also hit a milestone. We have helped more than 100 families in need. In fact, if you include assistance payments made in 2015, we have helped 112 Lincoln families. And, we have granted assistance well in excess of a half a million dollars! None of this would be possible without the help of so many generous Lincoln employees, vendors, residents, and business partners.

The charity would like to thank the LMH employees who were recognized at Gold Medallion as Lincoln Charities Advocates of the year. On the east coast, all of the staff at Camp Lejeune were collectively awarded the honor.

Each month, instead of having a team lunch, they donate the money to LCI. On the west coast, the award was given to Kasey Arnold (Brown Region), Windy Castro (Scott Region) and Bev Mason (Brown Region). Thank you all so much for everything you do for the charity all year long.

Marketing Please join me in welcoming Kelly Marks to the Lincoln Military Housing Marketing Team! Kelly started her career with LMH at NAS Patuxent River as a Customer Service Representative and most recently Housing Manager/Regional Marketing Associate. She has been a part of the LMH team for over 5 years and most recently received the distinguished Gold Medallion at this year’s GM ceremony.

Kelly’s passion for helping Military families and for our company has proven to be a huge asset and integral part of the team’s success regionally, and we know it will continue in her new role. Kelly’s experience both within LMH, as a daughter of a Navy Corpsman, and spouse of a Marine, will be a huge asset in the growth and success of LMH Marketing.

While Kelly will be involved in most marketing initiatives, her role was specifically developed to help us enhance our social media channels and more importantly form partnerships with key organizations and programs across the country, such as; Wounded Warrior, MWR and Ombudsman.

We are so very happy to have you on board. Congratulations and welcome, Kelly!

Technology & Innovation IT Update

On the Yardi front, we launched Online Leasing in Q1 2015. We are also upgrading PayScan to version 12.5.

This is a minor release that fixes some issues.

Fort Sam Houston is piloting Yardi’s Full Service PayScan offering starting March 23. Other regions will be monitoring the success of this initiative and some plan to transition to this service beginning May 1.

We are planning on upgrading to Voyager 7S in 3rd or 4th Quarter 2015. Improvements include the ability to use any browser and improved user interface.

In February, Business Intelligence finished rolling out militaryBI to the Mid-Atlantic.

The new Knowledge Center launched on April 20th.

The new KC sports an upgraded look and includes some new functionality including internal social media.

Full Service PayScan

RECP

Keeping Faith with Our Residents Many of our young military families will have never received a utility statement prior to living with Lincoln.

With this in mind, we must remain diligent in our efforts to inform our residents on the Department of the Navy’s Resident Energy Conservation Program (RECP). We uphold our residents’ faith by ensuring they know they are being treated equitably, and by assisting them in understanding their energy use. Confidence is achieved by assuring residents that their homes, equipment, and electric metering equipment are working properly, and that they are only being billed for electricity use within their control. We accomplish this by identifying and reaching out to families with high usage, and by quickly responding to residents’ requests for assistance.

Lincoln Regional RECP managers work with YES account managers to analyze and validate residents’ electric usage and billing data. Identification of high usage leads to contact with residents to assess and resolve their high usage and/or concerns. Likewise, Lincoln District teams, RECP managers and YES account managers have many tools available to them when contacted by residents with usage or billing concerns; most effective in both of these instances are the complementary processes of the home energy survey and home energy inspection.

The home energy survey at www.LincolnRECP.com gathers information on the family’s electricity usage habits and energy-using items. The survey is reviewed at the District and normally leads to a home energy inspection by a maintenance technician. The inspection focuses on validating proper performance of the home and that there’s no electricity use occurring beyond the family’s control.

The technician will discuss usage habits with the family based upon observations while in the home. Lincoln has performed over 2600 home energy inspections and the response has been highly positive. The inspections are a key way to help residents understand their energy use, how they benefit from lower utility costs and to encourage them to think energy smart!

Employee Milestones Brown Region Vener Maranan Jamie Lopez Jose Barajas Magdaleno Meza

5 Years 5 Years 5 Years 5 Years

Browne Region Dane Baker 10 Years Juan Ontiveros 5 Years Florin Bouros 5 Years Ricardo Castro 5 Years Steven Long 5 Years Sammy Vai 5 Years Joyce Teo-Fernandez 5 Years Manuele Taala 5 Years Albertina Torres 5 Years Marco Loza 5 Years Carlton Thrasher 5 Years Katherine Burkhart 5 Years

Crennan Region Erica Fishel 5 Years John Hardy 5 Years James Cox 5 Years McKay Region James Guerrero 10 Years Robert Guerrero 10 Years Leonard Martinez 10 Years Joseph Guerrero 10 Years

Scott Region Samuel Merrick 15 Years Viridiana Gonzalez 10 Years Janet Montiel 10 Years Reyes Gastelum 10 Years Crystal Wilson 10 Years Michael Gardner 10 Years Lucinda Farless 10 Years S. Oropezaalvarado 5 Years Benjamin Cronin 5 Years

community service MISSION MOMENTS

In August 2014, the Hampton Roads Community Services team hosted a Spouse Club event focused on networking and friendships. The event consisted of an activity where the spouses had two minutes to go around the room and get to know each other and ask questions, then rotate to the next chair. Similar to what is known as speed dating. At first our spouses were very apprehensive, but within minutes the room was filled with laughter and chatter. After the bell rang the ladies would not get up, they had so much to talk about. The evening concluded with a coffee bar and dessert social which gave the spouses more opportunities to continue the conversation and make new connections.

Soon after this event, we received an email from one our residents, Sonia. Sonia wanted to write in and thank the team for the event and let us know that during the event she met another spouse, Susan, whom she had actually met a few months back at a previous Spouse Club event. Susan was getting ready to give birth to her first child and during that evening Sonia found out that she was not going to be having a baby shower as she couldn’t afford to go home and she didn’t know anyone in the area.

Sonia was very upset, she could not let a new spouse with a deployed husband and who was far away from family, go without a baby shower. Sonia immediately offered to

throw her a baby shower and even offered to invite our team to attend. Sonia truly wanted Susan to know that she was supported by her military community.

To date, Susan and Sonia still keep in touch with each other and often send updates to the Community Services team. We recently learned that Susan and Scott are now in Nevada and are expecting baby number two!

Lincoln HR, Training & Development

Introducing LMH’s New Annual Performance and Development Appraisal Lincoln Military Housing is excited to announce the rollout of the NEW Annual Performance and Development Appraisal (APDA). A very important part of our role at LMH is to fulfill our mission of “providing employees with unparalleled opportunities for personal and professional development.” Performance appraisals are a valuable tool for identifying those opportunities for improving the performance and professional development of all Team Members.

In the first quarter of 2015, the LMH Leadership team had been introduced and trained on the new process.

Since the roll out, our Leaders have been presenting information on the APDA to all Team Members in order to prepare for the new process and begin to plan Annual Performance Appraisal meetings.

This APDA is replacing any prior “Annual Review/ Evaluation” forms. It allows supervisors the opportunity to provide our Team Members with feedback on past performance and plan for goals for the upcoming year.

It also provides all Team Members the opportunity to improve productivity and develop to their fullest potential, and at the same time, contribute to the achievement of fulfilling LMH’s mission, core values and operational objectives.

In addition to this, our Team Members who are in Supervisory roles will be measured on the following “Leadership Competencies”: Developing Others Decision Making Continual Learning Flexibility

Workforce Management Team Building Solution Oriented

The New APDA forms and guidelines are accessible on the Knowledge Center > Departments > Team Development > Team Member Resources and Development > Team Development Documents. Please get with your supervisor, if you have not done so already, to discuss the process. We are looking forward to the success of APDA program and are confident that it will contribute immensely to our goal of allowing our team the opportunity for career growth and professional development.

All Team Members will be measured on their performance based on the following “Core Competencies”, which have been selected as qualities that contribute most to LMH’s mission, core values and operational success: Customer Service Communication Policy Compliance Professionalism Quality of Work

Dependability Job Knowledge Team Work / Collaboration Safety Focus

Feedback We would love to hear your thoughts and opinions about the content covered in the newsletter!

Please visit LMHFeedback.com to share your comments or suggestions on what you would like to see featured in the next issue!

Call Center Wow! Our first quarter went running at the sound of a SHREDDER! Literally! The Call Center team and I made a COMMITMENT to SHRED (and we did) those things that were preventing us from truly going above and beyond in our current performance! As the Olympic athletes begin their training in the quest for GOLD at next year’s Olympics, we are going to learn how to push ourselves to higher and higher limits! We’re Going for GOLD in 2015!

Just like GOLD itself, we will be open to “being shaped” and avoid “getting rusty” so we break through the plateau and perform with even better results. As a team, we’re going to set new Lincoln At Your Service records!

Special “THANK YOU” to the Crennan regional and district office teams! You braved two massive winter storms back to back and still maintained exemplary service with above average SatisFacts scores within this first quarter.

Your passion to serve our residents rose above that half foot (or more!) of snow and shined bright!

Don’t forget to eat your Wheaties with LMH Core Values! The TRUE Breakfast of Champions!

Payroll and Benefits

My Liberty Assist Employee Assistance Program Lincoln provides all benefit-eligible employees with access to an Employee Assistance Program (EAP) provided through Liberty Mutual Life Insurance Company. This program is available to both the employee and immediate family members (regardless of whether they are covered on medical, dental or vision plans) and is no cost to the employee. The EAP offers the following services:

• Professional Counseling

(Marital/Family, Personal, Alcohol/Drug Abuse, Stress/Anger, Grief). Includes five face-to-face sessions, telephonic assistance 24/7, and online access to information.

• Financial Counseling

Includes toll-free information line related for credit, debt, educational materials, and one free telephonic session and financial worksheet review.

• Legal Counseling

Includes one free 30-minute telephonic or face-to- face session with an attorney and up to 25% discount on additional services for document preparation, divorce/separation, real estate and civil matters.

• Family Concerns

Includes one free telephonic session with a Work Life Specialist and online access to information and provider locators for child care, elder care, adoption, and education.

Access MyLibertyAssist EAP Online: www.bensingerdupont.com/MLA Password: MLASSIST Telephone: 1-877-695-2789 (1-877-MYLIBERTY)

Policy “Surround yourself with the best people you can find, delegate authority, and don’t interfere as long as the policy you’ve decided upon is being carried out.” - Ronald Reagan We are planning policy review meetings in April that will cover all of the Management and Operations policies.

Each region will have a Training Director, RPM and DM in attendance to represent your region. During the meeting all of the related policies will be reviewed for accuracy and consistency. I look forward to working with each region to improve our policy manual content.

Mid Atlantic Gold Medallion Awards

Navy Partner of the Year Suzanne Doherty (Little Creek) & Michael Libscomb (Annapolis) Lincoln Charities Award Camp Lejeune Good Guy/Satisfacts Award Eddie Ford, Quantico Andrew Dobie, Quantico Rocky Shamraj, Yorktown Henry Miles, Oceana

Platinum Plunger Award Hampton Roads Flags

Spirit of Lincoln Brooke Scarbrough, HR GMO

GMO/Accounting/Construction Employee of the Year Dave Dumas, Hampton Roads IT

Groundskeeper of the Year Laura Pannell, Willoughby/ Whitehurst Farm

CTA of the Year Jessica Bleasdale, Yorktown

Rookie of the Year (Office and Service) Niki Falzone, Thurmont (Office) Thurmond Hammond, Willoughby/ Whitehurst Farm (Service)

STA of the Year Marcus Cook

Yardi Service Associate of the Year Laurie Becker, Little Creek Service Technician of the Year Matt Spades, Camp Lejeune Housing Representative of the Year Courtney Knight, Welcome Center, Hampton Roads Community Services Coordinator of the Year Shayla Newman, Indian Head, Dahlgren, & Pax River

Resident/ Assistant Manager of the Year Christy McBride, Camp Lejeune

District of the Year Pax River Oceana

Maintenance Supervisor of the Year Terrell Carmouche, Camp Lejeune

Gold Medallion Awards Sara Gore, GMO North Cindy Shorey, Accounting-Hampton Roads Kelly Marks, Pax River

Service Team of the Year Dahlgren District Manager of the Year Stephanie German, Norfolk Pointe AJ Urich, Pax River

West Coast Gold Medallion Awards

Porter of the Year Juana Hernandez Debbie Grace In-House Turnover Personnel Hugo Hernandez Danny Balver Service Technician of the Year Adrian Maciel Robert Stiehle Ralph Marron John T. Martin Maintenance Supervisor of the Year Travis Acord Fredi Contreras Casey Held Customer Service Representative of the Year Paulina Flores Rebecca Goldsmith Service Manager of the Year Ryan Lua Kari Reeger Courtney Held Assistant Manager of the Year Sheila Ramirez Rachel Davis Erika Lurz

District Manager of the Year KoNanna Washington Jasmine Alarcon Support Services Award Shanin Zmija Robin Baskin Andrew Killion Rookie of the Year Danny Escalante Zachary Puckett Juan Lara Islas Spirit of Lincoln Elvira Martinez Tiffany Comrie Joel Martinez Community Champion of the Year Laudet Fuentes Madeleine Jazmin Teresa Leon

The Lincoln Legacy Award Moises Ramirez Wendy Gibson CTA of the Year Mercedes Castillo Sandy Lopez Call Center Representative of the Year Darryl Bagaoisan Ivonne Lopez Advocate of the Year Kasey Arnold, Brown Region Bev Mason, Browne Region Windy Castro, Scott Region Gold Medallion Awards Pam Johnson Stephanie Dominguez Carlos Mendoza Caroline Parker Amy Kennedy

Lincoln Military Housing’s Core Values Balance - We all take responsibility for creating and maintaining a healthy work-life balance for ourselves and each other.

Commitment - We passionately strive each day to deliver on our mission to serve our residents, our partners and each other.

Communication - Our interactions with each other are respectful, we listen with an open mind, provide honest feedback and we are receptive to new ideas.

Empowerment - Each of us is encouraged to take initiative, ownership and make good business decisions in the best interest of those we serve.

Integrity - We are honest and truthful, we do what is right - ALWAYS. Respect - We strive to treat others as we would like to be treated.

200 Fairbrook Drive Suite 101 Herndon, VA 20170

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Our Core Mission “To provide military families with exemplary service in a quality home environment.

To provide employees with unparalleled opportunities for personal and professional development.

To provide our military partners with quality homes and vibrant neighborhood.”