Spring 2023 Window Magazine by Austin Apartment Association

THE OFFICIAL PUBLICATION OF THE Austin Apartment Association SPRING 2023 ON RENTAL HOUSING How to Speak Maintenance: Focus on Training Part 2 Meet the AAA Leadership Lyceum Class of 2023 What You Need to Know About Fair Housing and Documentation THIS ISSUE: Finding Your Path to Success: A GUIDE TO THRIVING WITH AAA PG. 36 30 42 46

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2 Field Day 9 2023 AAA Trade Show 15 ACE Subscription Program 16 2023 Diamond Sponsors 17 AAA Vegas Night 26 AAA Credential Programs 27 Summer Golf Tournament 35 The Official App of the Austin Apartment Association 47 AAA Education Sponsors 52 NAA Click & Comply 53 State of the Industry FEATURES 22 Pathways Association Week Recap 24 ELEVATE Recap 28 Business Exchange Recap 30 How to Speak Maintenance: Focus on Training Part 2 32 For the Love of AAA Recap 34 2023 APEX Awards Save the Dates 36 Finding Your Path to Success: A Guide to Thriving with AAA 40 AAA at TAA’s Day at the Capitol 42 Meet the AAA Leadership Lyceum Class of 2023 46 What You Need to Know About Fair Housing and Documentation CONTENTS SPRING 2023 ISSUE 24 ELEVATE 2023 / SPRING / 3

8620 Burnet Road #475 Austin, TX 78757 512.323.0990 www.austinaptassoc.com

Executive Editor Emily Blair, CAE

Managing Editor

Hannah Woodyard

Contributors

Danielle Archuleta (844) 433-3824

Stephanie Naylor (512) 335-8138

Association Staff

Emily Blair, CAE, Executive Vice President, emily@austinaptassoc.com

Dana Bolz, CMP, Director of Events/Meetings dana@austinaptassoc.com

Bruce Cook, Accounting & Database Manager Bruce@austinaptassoc.com

Tatiana Marchizano, Director of Education tatiana@austinaptassoc.com

Lisa Sedgwick, Director of Membership Development lisa@austinaptassoc.com

Raul Ubides, Director of Government Affairs raul@austinaptassoc.com

Hannah Woodyard, Digital Marketing Manager hannah@austinaptassoc.com

Tetiana Zhuravel, Administrative Manager and Team Coordinator tetiana@austinaptassoc.com

Design by Graphic Engine Design Studio www.GraphicEngine.net

Window on Rental Housing by the Austin Apartment Association is a quarterly magazine. The advertising and article submission deadline for the SUMMER 2023 issue of Window Magazine is May 15, 2023. All material submitted is subject to review and approval of the Austin Apartment Association. The publisher assumes no responsibility for care and return of unsolicited material. The Austin Apartment Association is affiliated with the Texas Apartment Association and the National Apartment Association. For questions concerning advertising, articles or subscriptions, call (512) 323-0990. IN EVERY ISSUE ADVERTISER INDEX IFC Austin Energy 1 A&A Wrecker and Recovery 6 Century HVAC Distributing 11 Ameristar Screen and Glass 15 Austin Resource Recovery 19 Austin Estate Gate 31 Charter Furniture 35 Church Foundation Repair 37 ALN Apartment Data 51 Ameristar Screen and Glass 5 Letter from the Editor 7 President’s Perspective 8 Leadership 10 Calendar of Events 12 Industry Update 14 Market Report 18 New Members 20 NAA & TAA Update 48 Education Opportunities 50 Law in Order The Official Publication of the AUSTIN APARTMENT ASSOCIATION

20 NAA Advocates 4 / WINDOW ON RENTAL HOUSING

THE EDITOR

2023 thus far certainly feels different than the prior few years. I would categorize the last 3 years as more “surviving” than “thriving.” Very aptly captured, our Law-and-Order article in this issue speaks to Compassion Fatigue as just one example of a result of that survival mode we have all been through. The industry experienced a myriad of unprecedented occurrences, and as they say - what a wild ride this has been!

The Association has certainly been on that wild ride, right along with the industry.

So, for me, this year started with a sense that our industry and the world may “normalize” and settle into patterns with fewer extremes. Reflecting on the view ahead, I am excited to see the ways in which we are now thriving!

Events have hit record attendance, new programs have been introduced, every new committee has fully launched, and our leadership pipeline is building to be bigger than ever before – and our Association is up for NAA’s Affiliate of the Year.

These results are not due to any one person or any one thing – rather a cosmic combination of passion, engagement, leadership skills, and the right people in the right seats. Some of these leaders are featured in the pages of this issue – and they paint a picture of

Emily Blair, CAE Executive Vice President / Executive Editor

their own leadership pathway. We hope you take away that each leader’s path is unique and different. There is more than one road to a Committee Chair position, Board seat, or even President! Now more than ever, there are ways you can make your path and contribute to this thriving organization.

Our recipe for thriving includes a positive view of the road ahead, key leaders who care and are in it to innovate, and constant feedback from our members.

So, we want to hear from you! Please share with us how we can help you thrive!

Warm regards,

Emily Blair, CAE

Thriving here is due to a cosmic combination of passion, engagement, leadership skills, and the right people in the right seats.

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2023 / SPRING / 5

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President’s PERSPECTIVE

When I first got involved with the association, I was perceived as quiet, even shy. And while this is partially accurate…. as I was just taking it all in, observing and learning from peers I have much respect for – it was also because of my own insecurities. I didn’t know if I would fit in and wasn’t confident in where I could best serve and be accepted.

Have you ever felt unsure about jumping into the association like me?

If you’re nervous about getting involved, try to focus on your strengths and what you can contribute to the group. Don’t be afraid to speak up and share your ideas, even if they differ from others. Remember that diversity of thought and opinion can lead to more creative and effective solutions.

I’ve been surrounded by some of the most legendary leaders of our association for years, and back in the day they saw something in me and they selflessly pouring into my professional and personal development. Those leaders threw my name in the ring time after time, and they even “voluntold” me for opportunities to serve the association.

Maybe you’re already involved, even a seasoned leader, at the association…. I’d ask who do you see in the association that simply needs a little nudge to get involved?

Building up future leadership is key to our success. Our association will thrive on the diversity of the talents and gifts of both the new and seasoned members. We need the

committed and dependable volunteers and leaders in the association, but the future of the association is dependent upon identifying and cultivating tomorrow’s leadership. We have to create those pathways to leadership by engaging new members and identifying future leaders- and then pouring into them.

For the current leaders of our association, I challenge you especially – who do you see talent in, that you can nudge, mentor or even “voluntell” to get more involved? It is up to all of us to identify the next generation of legends and pay it forward. We all must actively engage new members, provide them a welcoming and supportive environment to make them feel valued, create opportunities for involvement and contribution, and offer support and guidance as they navigate their role within the association.

Ultimately, the success of the Austin Apartment Association depends on all members working together towards a common goal, and by creating an environment that values and nurtures diversity and leadership development, we can build a strong and thriving team that can make a lasting impact on the rental housing industry..

Sincerely,

Lyndsay Hanes, CAM, CAPS, CPM

BUILDING UP FUTURE LEADERS IS OUR KEY TO SUCCESS.

Lyndsay Hanes, CAM, CAPS, CPM Metric Property Management 2023 AAA President

2023 / SPRING / 7

Diversity of thought and opinion can lead to more creative and effective solutions.

2023 Executive COMMITTEE

2023 BOARD OF DIRECTORS

Danielle Archuleta, CAS, Fetch Package

Hollie Baker, Greystar

Kimberly Faulkner, Greystar

Gina Frazza-Stowers, RPM Living

Michael Garcia, CAM, CAPS, RPM Living

Heather Garvey, CWS Apartment Homes

Colleen Grahn, Lantower Residential

Chelsea Kneeland, CAS, Lowes Pro Supply

Joseph Frank Menchaca, MIG Real Estate

Taryn Merrill, CAM, Greystar

Shay Mickler, CAM, CAS, The Liberty Group

Tasha Mora, A&A Wrecker and Recovery, LLC

Stephanie Naylor, CAS, Flooring Warehouse

Terri Needham, CAS, PS Landscapes

Joshua Nichols, Indigo Construction

Toni Rackley, Flooring Warehouse

Paige Russell, CAM, Lantower Residential

Kelsea Vernon, CAM, CAPS, RPM Living

Gus Villegas, Infinite Capital Construction

Ana Wright, Greystar

AAA PAST PRESIDENTS

John Harrison* (64)

Frank Montgomery* (65)

Jim Eichelberger* (66)

Andy Wagner* (67)

Ray Littlefield* (68)

George Nalle* (69)

Don Jackson (70)

Gene McGregor* (71)

Ed Hamel (72)

Barry Gillingwater* (73)

James Raper (74)

Rich Ellmer (75)

Jim Solt* (76)

Steve Colella (77)

Ted Hendricks* (78)

Hank Guerrero* (79)

Don Tait (80)

Ray Head (81)

Ed Norton (82)

Bob Benson (83)

Jimmy C. Elliott* (84)

Joe Sharp (85)

Dick Obenhaus (86)

Susan Melton (87)

Carl E. Beck (88)

Kim M. McGregor (89)

Beth Holt (90)

David Stapleton, CPM (91)

Sheri Gallo (92)

Gina Roberts (93)

Carol Martine, CPM (94)

Keith Warner* (95)

Michael R. Hill, CPM* (96)

Vicki L. Sharp, NALP, CAPS (97)

Kim M. McGregor (98)

Anna Kelley* (99)

Bill Roland, CPM, CCIM (00-01)

Tami Martin, NALP, CAMT, CAM, CAPS (01-02)

Carol Martine, CPM (02-03)

Joy Lamb, CPM (03- 04)

John Raper (04-05)

Debi Wehmeier, CPM (05-06)

Renee Clark, CAM, CAPS (06-07)

Sherry Perrin (07-08)

Jana Ellis (08-09)

Kara Garst, CAPS (09-10)

Sarah Thompson, CAM, CAPS (10-11)

Brooke Mahoney-Livesay CAPS (11-12)

Sandy Eckhardt (12-13)

Colleen Grahn (13-14)

Robbie Robinson, CAM, CAPS, ARM (14-15)

Gus Villegas (15-16)

Theresa Ebner (16-17)

Dwayne Stewart (17-18)

Renee Zahn, CAM, NALP, ARM, CPM (18-19)

Sandy Eckhardt (19-20)

Stephani Park (20 – 21)

Katya Watson (22)

*indicates deceased

Lyndsay Hanes CAM, CAPS, CPM Metric Property Mgmt. President Cecil Domel CAM, CAPS Belco Equities, Inc. President-Elect Christy Sanchez CPM Magic Make Readies First Vice President Meagan Johnston CAPS Avenue5 Secretary/Treasurer Kris Burleson CAS InterSolutions Staffing Vice President Kimberly Faulkner Greystar VP at Large Kelsea Vernon RPM Living VP At Large Katya Watson CAM The Morgan Group Immediate Past President

8 / WINDOW ON RENTAL HOUSING

shutterstock APRIL 3 Events & Services Committee AAA 12-1pm 4 Membership Growth Committee Meeting Virtual 12pm 5 Food for Thought: The Importance of Water Conservation and Available Rebates AAA 12–1pm 6 Excel 102 AAA 9am–12pm 10 – 14 Certified Apartment Leasing Professional (CALP) Course AAA 8:30am–4:30pm 11 Property Management from A-Z Virtual 9am–12pm 11 Brand Creation Committee Meeting Virtual 9:30–10:30am 11 Advocacy Committee Meeting AAA 12–1pm 12 Fair Housing Keys to Prevent a Lawsuit Virtual 1–2pm 13 Field Day Zilker Lodge 2–6pm 4/17- 5/4 Apartment Leasing Professional Training Program (GCTA) 17 – 21 NAA RPM Careers Week 17 Budget & Investments Committee Meeting Virtual 4–5pm 19 – 21 TAA ONE Conference Fort Worth 19 TAA PAC Sporting Clays Defender Outdoors Tournament Shooting Center 9am–2pm 25 Membership Development Committee meeting AAA 9-10am 25 Board of Directors Meeting Juliet Italian Kitchen 2–3:30pm 26 EPA 608 Course & Exam AAA 9am–4pm 26 Governance Committee Meeting 9-10am 26 Be Red Cross Ready Virtual 10–11am 26 Instant Memory Training for Property Management and Sales Success Virtual 1–2pm 27 Emerging Industry Insights Committee 9-10am 27 Vegas Night Norris Conference Center 6–10pm 28 Fair Housing Fridays Virtual 11am–12pm DATE EVENT PLACE TIME Calendar of EVENTS — CLASS DATES/TIME ARE SUBJECT TO CHANGE — 10 / WINDOW ON RENTAL HOUSING

MAY 2 Food for Thought: Digital Evolution of Marketing in Multifamily AAA 12–1pm 3 AAA Lyceum Module III: Community Impact AAA 9am–3pm 3 Put Your CLOSE On! Virtual 1–2pm 8 Events & Services Committee Meeting AAA 12–1pm 9 Brand Creation Committee Meeting Virtual 9:30–10:30am 9 Resource Development Committee Meeting AAA 10–11am 9 Advocacy Committee Meeting AAA 12–1pm 10 Mastering Maintenance: I Know How to Fix That AC But How Do I Lead Them? Virtual 1–2pm 11 HVAC Series: Preventative Maintenance/Air Flow/Indoor Air Quality 9am-1pm 15 Budget & Investments Committee Meeting Virtual 4–5pm 16 Excel 103 AAA 9am–12pm 17 Community Service Committee Meeting AAA 10–11am 24 60 Ideas in 60 Minutes Virtual 1–2pm 26-29 AAA office closed for Memorial Day 30 Board of Directors Meeting AAA 4–5:30pm 31 Membership Development Committee Meeting AAA 12–1pm JUNE 1 Membership Growth Committee Meeting AAA 12–1pm 1 Summer Golf Tournament TopGolf 12:30-4:30pm 6-9 NAA Apartmentalize Atlanta, GA 12 Food for Thought: Foundation Maintenance During the TX Heat AAA 12–1pm 13 Brand Creation Committee Meeting Virtual 9:30–10:30 am 13 Advocacy Committee Meeting AAA 12p–1pm 19 Budget & Investments Committee Meeting Virtual 4–5pm 20 Lease with the Best: TAA Lease Forms 9am-4pm 21 Membership Development Committee Meeting AAA 9–10am 21 Finding Motivation in the Mundane: How to Avoid Burnout & Stay Motivated Virtual 1–2pm 22 Multifamily Masterclass 9–10am 26-29 Certified Apartment Portfolio Supervisor (CAPS) Course AAA 9–5pm 27 Board of Directors Meeting AAA 4–5:30pm 28 Prepare Your TEAM: Responding to Internet Leads Virtual 1–2pm — CLASS DATES/TIME ARE SUBJECT TO CHANGE — Glass – Mirrors – Screens Window & Patio Door Frame Repairs/Replacements B e v e l S t r i p M i r r o r E n h a n c e m e n t s Custom Window and Door Screens • Window and Door Glass Replacements Delivery & Installation Available • 24 Hour Emergency Service w w w . a m e r i s t a r g l a s s . c o m PHONE 512 910 3050 • FAX 512 910 2003 Ser ving the Apartment Industr y Exclusively Since 1989 DATE EVENT PLACE TIME DATE EVENT PLACE TIME 2023 / SPRING / 11

Industry UPDATE

Oftentimes, city policies go through internal audits to ensure the spirit of the policy is being accomplished. These audits provide a policy to go through enactment and show the results.

These audits are usually followed by amendments by The City Council to strengthen the policy. This window of time provides a great opportunity for stakeholders to provide input on the recommended changes along with adding further recommendations. One of the policies going through an audit and amendment process is the Repeat Offender Program (ROP).

What is the Repeat Offender Program (ROP)?

The City of Austin is currently holding stakeholder input on the existing

Austin Code Repeat Offender Program (ROP). The Repeat Offender Program was created in 2013 as a rental registration program for properties with multiple code violations. The intent of City Council in passing this ordinance and its amendment (Ordinance No. 20130926-012) (Ordinance No. 20141120-003) was to ensure Austin renters are living in properties that meet minimum health and safety standards, as defined by the International Property Maintenance Code (IPMC).

Audits and Findings since inception.

Since it was enacted, the city council has received a yearly report on cases reported. In 2020, the City Council was presented an audit of the program. This audit provided three findings:

1. The Repeat Offender Program

has not consistently achieved the desired goal of ensuring Austin renters are living in properties that meet minimum health and safety standards.

2. The process used to identify properties for program registration is inefficient and does not always result in all eligible properties becoming part of the Repeat Offender Program when they should.

3. Large properties do not pay their proportionate share of the Repeat Offender Program costs.

Based on these three findings, there were three recommendations made by Austin Code:

1. In order to prompt Repeat Offender Program property owners to improve properties and address violations, the Director of the Austin Code Department should:

a. Develop a voluntary landlord incentive program; and

b. Increase enforcement and escalate cases, particularly by using the suspension process outlined in City ordinance.

2. In order to ensure that

Read about AAA’s current advocacy issues at www.austinaptassoc.com/news/advocacy-in-action

shutterstock

RAUL UBIDES, AAA Director of Government Affairs

ADVOCACY FORECAST

12 / WINDOW ON RENTAL HOUSING

properties are properly registered for the Repeat Offender Program, the Director of the Austin Code Department should work with the Communications and Technology Management (CTM) Department to streamline the processes used to identify properties that may be program eligible.

3. In order to improve Repeat Offender Program outcomes, the Director of the Austin Code Department should work with the City Law Department and City Council to revise the Repeat Offender Program ordinance. Revisions to the ordinance should include consideration of:

a. Redesigning Austin’s Repeat Offender Program to require full rental registration across the City;

b. Renaming Austin’s Repeat Offender Program;

c. Proposing an alternate fee schedule that accurately reflects the difference in workload and greater costs incurred to enforce the Repeat Offender Program ordinance at larger properties.

Most recently, the City of Austin was provided an update on actions

underway by the Austin Code Department (ACD) in response to “Recommendation Three”. (a). ACD will not pursue full rental registration due to insignificant evidence indicating full registration program success and due to ACD not presently being staffed to implement program success. (b). the program will be renamed once program changes are defined and implemented and (c). ACD recommends pursuing an alternate fee structure that includes a per-unit cost as part of the registration requirement. This structure will better reflect the true costs of the program and creates a more equitable fee structure, as larger properties will pay a larger sum in comparison to smaller properties.

Next Steps

Based on these recommendations. The ACD began engaging in stakeholder meetings in 2023 to get input on these recommendations. The Austin Apartment Association has participated in these meetings and has advocated for issues that affect the industry. Since its inception in 2013, the ROP has revealed unintended consequences. Some changes the AAA is looking to make include:

• Exclude unreported work orders

• Extend the time period for correction of any structural repairs

• Implementing a change of ownership clause

• Establish a clear pathway to compliance

Since the City Council is now considering amending changes brought forth by the ACD, this will be an opportunity for the Association to voice its concerns and influence policy.

Continuing advocacy efforts is important because it provides a platform for people to voice their concerns and opinions about an event or situation that has already occurred.

These efforts also can also play an important role in holding individuals or organizations accountable for their actions. By speaking out and advocating for change, individuals and groups can encourage those responsible to take action to address the unintended consequences that have occurred and can serve to prevent similar incidents from occurring in the future.

Get Involved

While stakeholder engagement has ended, members can still voice their concerns to their elected representatives. Phone calls and emails are examples of how advocacy efforts can continue after official stakeholder engagement.

For more information about the current advocacy efforts, please contact Raul Ubides, Director of Government Affairs at raul@austinaptassoc.com.

2023 / SPRING / 13

Occupancy: 89.2%

Price: 1,627 $/mo

Rental Rate: 1.85 $/sf/mo

Size: 877 sf

Past 12 Months: -1.1% Rental Rate growth

6,895 units absorbed

Operating Supply: 1,197 communities

287,633 units

Recently Opened (12 mo): 66 communities

18,359 units

Under Construction: 178 communities 50,393 units

Market Line - AUSTIN

The box on the left displays a snapshot of the current market conditions.

The graph on the right displays the overall occupancy and effective rental prices over the past 24 months. These statistics are derived from a continuous survey of all apartment communities. Effective rental prices are calculated net of concessions and utility adjustments.

The table below lists the 5 hottest submarkets in the Greater Austin area. There are a total of 11 submarkets, and the ranking is based on the best combination of rental rate growth and absorption over the past 3 months.

2023

The table below distributes and analyzes concessions (specials) by classification. Concessions generally are represented by three types of specials: move-in, months free, or floorplan. ApartmentData.com captures the effect of these specials and prorates them over a lease term to arrive at a percentage reduction in market or street rents.

Other Texas Markets

Occupancy: 89.4%

Price: 1,204

FL, GA, NC,

Interested

Contact us today! https://apartmentdata.com/ contact-us/ 800.595.8730 AUSTIN OVERVIEW HOTTEST SUBMARKETS Over The Past 3 Months CONCESSIONS 89 91 93 Occupancy % MFJDNOSAJJMAMFJDNOSAJJMA 1300 1425 1550 1675 1800 Price ($/mo) History of Effective Price & Occupancy 2021 2022 ‘23

ApartmentData.com has been providing apartment data and marketing products since 1986. We provide real time access for property specific information, market surveys and historic submarket data for over 3.5 million apartment units in AZ,

TN, and TX.

in discussing these trends or scheduling a demo?

HOUSTON SAN ANTONIO DALLAS/FT.WORTH

Rank Submarket Annualized % of Mkt Growth % Absorbed 1 Round Rock/ Georgetown 4.9% 1.3% 2 Downtown/ SoCo/ Barton Springs 2.7% 0.5% 3 Northeast 0.7% 0.8% 4 St Edwards/ South Lamar 13.4% -0.4% 5 Outlying Metro -3.3% 1.7% Class Total Units % of Citywide Average w/ Concessions Total Units Effect Special ALL 73,839 26% -1.7% -6.1% A 32,110 36% -2.5% -6.8% B 18,255 23% -1.3% -5.6% C 16,859 25% -1.4% -5.4% D 6,615 13% -0.5% -3.8%

Proposed Construction: 82 communities 29,475 units

Occupancy: 90.1% Price: 1,263 $/mo Rental Rate: 1.42 $/sf/mo Size: 891 sf

$/mo Rental

Past 12 Months: 2.6% Rental Rate growth 3,589 units absorbed Operating Supply: 3,070 communities 725,463 units $/sf/mo Size: 862 sf

Rate: 1.40

Past 12 Months: 0.9% Rental Rate growth -933 units absorbed Operating Supply: 1,011 communities 219,099 units Occupancy: 91.7% Price: 1,493 $/mo Rental Rate: 1.69 $/sf/mo Size: 882 sf

Past 12 Months: 1.8% Rental Rate growth 1,214 units absorbed Operating Supply: 3,412 communities 822,666 units 14 / WINDOW ON RENTAL HOUSING

April

UNLIMITED EDUCATION Plans start as low as $300 per year ONE LOW PRICE FILL OUT YOUR RECYCLING PLAN Learn more at austintexas.gov/uromultifamily The City of Austin requires multifamily properties to provide recycling to their employees and residents, and to ﬁll out a recycling plan every year starting October 1. 2023 / SPRING / 15

2 0 2 3

A&A Wrecker & Recovery Tasha Mora CAMP Construction Cameron Legg Guardian Construction Gilbert Mancias Hire Priority Staffing Danielle Berryann Infinite Capital Construction Gus Villegas Middleton Construction LLC Kirsten Lollar Perma Pier Foundation Repair of Texas Lori Palumbo The Steam Team Josh Lasch

T H U R S D A Y , A P R I L 2 7 A T N O R R I S C O N F E R E N C E C E N T E R F E A T U R I N G V E G A S - S T Y L E G A M E S : T O O N E L U C K Y O N S I T E O R M A N A G E M E N T C O M P A N Y M E M B E R E X C I T I N G E X C I T I N G D O O R D O O R P R I Z E S P R I Z E S C A S H C A S H B A R B A R D E L I C I O U S D E L I C I O U S A P P E T I Z E R S A P P E T I Z E R S F R E E F R E E P A R K I N G P A R K I N G P A Y M E N T I N F U L L I S D U E P R I O R T O T H E E V E N T N O R E F U N D S O R C A N C E L L A T I O N S W I L L B E P E R M I T T E D W I T H I N 1 0 D A Y S O F A N E V E N T F O R A T T E N D E E R E G I S T R A T I O N S A N D W I T H I N 9 0 D A Y S F O R A S P O N S O R S H I P $60 until 4/9 R E G I S T R A T I O N F E E Price increases after 4/9

New MEMBERS

AAA welcomes these new members who joined the association between December 1 – February 28. When deciding where to make your next purchase for your property, please consider an AAA supplier member.

NEW INDUSTRY MEMBERS

NEW SUPPLIER MEMBERS

BMF Landscapes

Lola Garcia PO Box 152048 Austin, TX 78715 512.971.3772

lgarcia@bmflandscape.com

Categories: Landscape-Irrigation, Landscape Installation & Maintenance

BUGCO® Pest Control

Darrell Mather

1 Chisholm Trail Road Suite 413 Round Rock, TX 78681 210.201.4020

darrell@bugco.org

Category: Pest Control Service

CasaPerks

Kevin Bradt 13301 Galleria Circle Suite B-240 Austin, TX 78738 737.910.2860

kevin.bradt@casaperks.com

Categories: Computer-Software & Service, Resident Supportive Services

Certified Apartment Staffing Rose Rodriguez 2000 East Lamar Boulevard Arlington, TX 76006 214.212.8490

rose@certifiedapartmentstaffing.com

Categories: Staffing Services, Employment Services

Dimensional Roofing & Diagnostics, LLC Matthew Lamz 11121 Calavar Drive Austin, TX 78726 512.496.3687

matthew@dimensionalrfg.com

Categories: Roofs-Contractors, Roofs-Materials

DoodyCalls Austin Hazael Pareja

1801 E 51st St Ste 365, PMB #9718 Austin, TX 78723

512.550.1719

austin@doodycalls.com

Category: Pet Waste Removal

Freedom Construction LLC

Kenyon Carroll 1829 John McCain Road 102 Colleyville, TX 76034 832.588.7633

kenyon@freedomconstructionusa.com

Categories: Construction-General, General Contractors

GAF Energy Harper Hendon 5981 Optical Court San Jose, CA 95138 575.799.5332

harper.hendon@gaf.energy

Category: Energy Service

Heritage Landscapes

Tomas Lopez PO Box 17546 San Antonio, TX 78250 210.372.7569

tomas@heritagelandscapestx.com

Categories: Landscape Installation & Maintenance, Landscape- Irrigation

4.6.3 Management Services 10 Units Austin Real Estate Solutions, LLC 1 Unit Cornerstone Residential 164 Units ESG Real Estate LLC 0 Units Landre Properties 2 Units Macias Properties 1 Unit Michaels Organization 352 Units MIG 2 Units Moore Properties 2 Units Nava Residential Properties 4 Units Parkway Realty 5 Units Pegasus Residential 350 Units Redstone Residential 876 Units Resia 204 Units Riley Properties 2 Units Tower Property Management 34 Units TSW Properties, LLC 0 Units

18 / WINDOW ON RENTAL HOUSING

Landmark Landscape Group

Crystal Teinert

14949 Live Oak Street College Station, TX 77845 979.702.0145

crystal@landmarklandscapetx.com

Categories: Landscape Installation & Maintenance, Landscape-Irrigation

Langham Group

Shannon Langham

10712 North Lamar Boulevard Suite C Austin, TX 78753

512.298.4043

shannon@langhamgrouptx.com

Category: Counter Tops, Bathtub/ Shower/Sink-Repair & Refinishing

LOA Construction, LLC

Reid Whitesides

2028 East Ben White Boulevard Ste 240-2559 Austin, TX 78741

512.645.1687

reid@loaconstruction.com

Categories: Roofs-Contractors, Roofs-Materials

MirrorMate Frames

Dustin Murphy 9317 Monroe Road Suite A Charlotte, NC 28270 704.390.7374

dustin@mirrormate.com

Categories: Interior & Decorator Service, Mirrors-Sales & Service

Mpact Roofing

Doug Bennefield

1011 South Heatherwilde Blvd Suite 320 Pflugerville, TX 78660

512.468.7308

Doug@mpactroofing.com

Categories: Roofs-Cleaning, RoofsContractors

One Call Construction Services

James Lashbrook

7349 North Vía Paseo Del Sur 515-462 Scottsdale, AZ 85258 832.372.2501

james@onecall-construction.com

Categories: Construction-General, General Contractors

Opiniion

Debbie Andreozzi

387 South 520 West Suite #100 Lindon, UT 84042

713.232.9594

debbiea@opiniion.com

Category: Resident Supportive Services

PAVECON

Kalvin Preciado 18680 Marbach Lane San Antonio, TX 78266 806.336.9112

kalvinp@pavecon.com

Categories: Paving Contractors, Concrete Contractors

PetAgree Waste Removal Services LLC

Myranda Rovello

3136 Jazz Street Round Rock, TX 78664 737.297.7294

Petagreewasteremoval@gmail.com

Category: Pet Waste Removal

Power Wash of Austin

David Apil

4453 Eck Lane Unit B Austin, TX 78734-1624

512.975.8227

david@powerwashofaustin.com

Categories: Parking Lot Maintenance & Marking, Pressure Washing, Roofs-Cleaning, Window Cleaning, Paint-Contractors

Premier Compliance Consulting Yvette Rodriguez

201 Penna Lane Georgetown, TX 78628

361.944.6528

yvette@premiercomplianceconsulting.com

Category: Affordable Housing Compliance

Quantum ATX

Matt Averyhart

736 Georgia Avenue Suite 10 Chattanooga, TN 37402

303.330.8234

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Category: Fitness Programming

Quantum Mobility

Guy Oberg

2121 Lohmans Crossing Rd #504-281 Lakeway, TX 78734

512.633.0369

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Category: Car Sharing

Rexel USA

Charlie Espinosa 6110 Trade Center Drive Ste 101-B Austin, TX 78744

512.661.3478

charlie.espinosa@rexelusa.com

Categories: Electric-Equipment & Supplies, Lighting Fixtures & Supplies

Rodriguez Remodeling and Contracting

Toby Wise 10210 Steamboat Drive Austin, TX 78749

361.288.9653

toby@rodriguezremodeling.com

Categories: Contractors- Restoration & Remodeling, General Contractors

Shipman Fire Protection

Josh Hicks 1020 La Jolla Pointe Drive Rockwall, TX 75032 682.223.1922

service@shipman-fire.com

Categories: Alarm Systems & Service-Fire, Sprinklers-Automatic-Fire

Snappt

Nancy Payne 226 West Ojai Avenue Suite 101-419 Ojai, CA 93023 844.476.2778

nancy@snappt.com

Category: Risk Management, Application Screening Services

United Homes Contracting LLC

Kristee Samaniego 435 West Nakoma Drive #103 San Antonio, TX 78216 210.267.5192

AUSofficeadmin@ unitedhomescontracting.com

Categories: Paint-Contractors, General Contractors

WithMe

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Categories: MarketingPromotional Specialties, Marketing- Printing & Graphic Service

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TAA- &-NAA

Texas Apartment Association Winter Board Meeting 2023

AUSTIN RECOGNIZED

2022 AFFORDABLE HOUSING AWARD WINNER FOR NEW CONSTRUCTION

The 2023 TAA Winter Board meeting was held in Houston, and the 2023 NAAA Advocate Conference 2023 was held in Washington, DC in March. Here are some highlights from both events!

NATIONAL APARTMENT ASSOCIATION

NAA ADVOCATE MARCH 28-29, 2023

The National Apartment Association visited Washington, DC for the annual Advocate conference. Austin delegates visited with members of the 118th Congress to urge members to pass critical legislation around housing affordability. NAA is urging congress to:

• Oppose federal efforts to interfere into the landlord-tenant relationship and use carrots (not sticks) to increase rental affordability and housing choice for renters

• Improve the Section 8 Housing Choice Voucher program to attract and better serve private sector rental housing providers

• Incentivize local governments to lower barriers to development and increase the supply of rental housing

• End the CARES Act 30-day notice-to-vacate requirement for federally-backed and federallyassisted housing

LEGISLATIVE SESSION

The TAA legislative committee reviewed and approved positions on around 130 pieces of legislation TAA is monitoring this session.

MIKE CLARK SUPPLIER PARTNER COMPANY OF THE YEAR AWARD

Nominees for the award were recognized: AAA

Plumbing, Dixie Carpet Installations, Inc., FSI

Construction, Gemstar Construction, Grace Hill, Guardian Construction and Rasa Floors.

HIGHLIGHTS

Laurel Creek of Foundation Communities in Austin

20 / WINDOW ON RENTAL HOUSING

TAAEF LAUNCHES NEW RESOURCE CENTER

Recruit. Train. Retain. Tools and Resources can be found at https://roomtogrowtx.org/resources/

Brainstorm

ideas

TAA EDUCATION FOUNDATION ANNUAL VEHICLE RAFFLE

buy your tickets now!

rpm.naahq.org/rpm-careers-week-toolkit/

Information sessions ways to share the benefits of a career in RPM. Host a session about working in the industry, encourage your teams to invite their family and friends and consider offering a prize for attending.

WE ARE COMING TO ATLANTA: REGISTER NOW

June 7-9, 2023

Atlanta will be the hub of the rental housing industry when we all come together to connect, share ideas and find solutions at Apartmentalize. Come ready to be inspired, gain knowledge and build a network of innovative thinkers and strategists.

Meet you there!

On Apartment Onsite Teams Day, Wednesday, to highlight the work of your vital onsite property our communities running.

UPCOMING EVENTS APARTMENTALIZE

JUNE 7-9, 2022

Atlanta, GA

Celebrate RPM Careers

teams early in 2023 about how to make RPM Careers Week special for your community. Follow Instagram @ @RPMcareers

below. You can submit multiple entries for each challenge and take part in as many challenges as you’d like. We can’t wait to see how you celebrate RPM Careers Week!

Week 2023!

• Dream Team Monday – April 17

• Maintenance T uesday – April 18

April 17–21

Join us April 17–21 for a weeklong celebration of the residential property management (RPM) industry — full of themed days, exciting challenges and great prizes. Let’s recognize the individuals who make valuable contributions to our industry!

• Apartment Onsite Teams Day –April 19

Join us as we celebrate the amazing work of our talented residential property management (RPM) professionals during RPM Careers Week.

• Thank a Teammate Thursday – April 20

For the challenges, submit your photos and captions for the daily themes

Still not sure how to celebrate your teams and communities for RPM Careers Week? Use these online and in-person engagement ideas and access our RPM Careers Week toolkit at rpm.naahq.org/rpm-careers-week-toolkit/.

• Why I Love My RPM Career Friday – April 21

and communities these online and

RPM

and access our

2023 / SPRING / 21

We kicked off the week with Association 101 and Advocacy 101 here at the AAA office, where members learned how to get the most out of their AAA membership and best practices for success, along with an introduction to what advocacy is, why it is essential, and how members can advocate on behalf of AAA and the industry at the state level!

On Tuesday at Pathways to a Credential, members joined us to hear from panelists on the importance of gaining a National Designation. We also celebrated our 2022/2021 NAAEI Credential Holders, AAA instructors who have gone above and beyond for the Education Department, and the 2023 SOLT Scholarship Finalists at our Education Honors Brunch. Following this, members met us for a Headshot Happy Hour to network, and refresh their professional photos! Tuesday concluded with a Fireside Chat with newly elected Austin Mayor Kirk Watson to discuss the future of Austin.

Wednesday, the Freshman class of the City Council discussed what is it like to be a new City Councilmember, what their vision for the City of Austin is, and what some of the ways that the Association and City Council can collaborate in the fu-

ture at New Members on the Block . Wednesday concluded with Train the Trainer - a 3 hour crash course with current instructors to brush up on training skills!

On Thursday, Corey Rogers with Rogers Law Firm moderated a panel discussion with our Travis County Justice of the Peace Judges. Following this, we held our first AAA Committee Draft Day! Members attended to learn more about each of the committees from the chairs and signed up for the groups they would like to try.

Pathways Association Week concluded on Friday with the Red Cross Blood Drive at AAA.

We want to help you find your passion and get plugged-in in a meaningful way! This week was well received from members, with great participation and attendance. We look forward to helping you get more involved in 2023! If you are interested in joining a committee, scan here to fill out this form to be informed of future opportunities:

The AAA held its first PATHWAYS ASSOCIATION WEEK

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featuring programs geared towards involvement in the association and the community, professional development and networking.

Advocacy 101 Association 101 City Council Education Honors Brunch Pathway to Credentials Fireside Chat with Austin Mayor Committee Draft Day

2023 / SPRING / 23

Navigating JP Court

This was an evening of celebration as we were inspired by our multifamily leadership and empowered to kickstart the new year! We welcomed our 2023 Officers, including 2023 President Lyndsay Hanes with Metric Property Management. The program also included the 2023 Board of Directors Installation, and recognition of AAA’s 2022 Leadership Lyceum graduates, outgoing Board members and 2022 President Katya Watson.

President’s Award:

Christy Sanchez Magic Make Readies

New Board Members:

Heather Garvey, CWS Apartment Homes

Hollie Baker, Metric Property Management

Colleen Grahn, Lantower Residential

Tasha Mora, A&A Wrecker and Recovery

New Executive Leadership:

PRESIDENT: Lyndsay Hanes, Metric Property Management

PRESIDENT-ELECT: Cecil Domel, Belco Equities, Inc.

FIRST VICE PRESIDENT: Christy Sanchez, Austin Magic Make Readies

SECRETARY/TREASURER: Meagan Johnston, Avenue5 Residential

VP’S: Kris Burleson, Intersolutions Staffing

Kimberly Faulkner, Greystar

Kelsea Vernon, RPM Living

IMMEDIATE PAST PRESIDENT: Katya Watson, The Morgan Group

2022 Leadership Lyceum Graduates: J Bailey

Samantha Sandoval, First Communities Management

Jacqueline Borders, The Morgan Group

Jamie Price, Greystar

Danielle Tedrowe, Greystar

THANKS TO OUR PLATINUM SPONSORS:

24 / WINDOW ON RENTAL HOUSING

2023 / SPRING / 25

Elevate Your Career!

APR 10 - 14

Leasing professionals are the first people prospective residents meet, and often their only gauge of the property staff. This course is designed to teach these professionals skills to help them become top producers.

JUN 26 - 29

NAAEIʼs Certified Apartment Portfolio Supervisor (CAPS) program is an in-depth review of property management principles and techniques as used by the professional supervisor.

AUG 30 - OCT 16

The onsite manager is a vital link between apartment residents and the community owners and investors.

This course includes » Industry Essentials » Financial Management » Legal » Resident Experience » Risk Management » Human Resources » Marketing » Property Maintenance » and so much more!

AUG 30 - OCT 16

The CAS program is ideal for new salespeople as well as veterans of the industry.

Suppliers are important liaisons to the multifamily housing industry. This program is designed as an opportunity for suppliers to hear the everyday challenges faced by the apartment manager customer. CAS candidates will also need to take the Supplier Success course to earn their credentials.

SEP 18 - 22

SEP 25 - 29

Designed

Maintenance expenses are the single largest controllable element in any operating budget. This course is designed to give these professionals the knowledge and tools necessary to run an effective maintenance program.

for both new maintenance professionals and veteran employees.

professional-credential-programs Find Course Information &

With a certification behind your name, you gain quantifiable expertise in your field, recognition and visibility that helps you stand out from your peers. Explore our programs today!

austinaptassoc.com/

Questions? Email tatiana@austinaptassoc.com ¡Ofrecido enEspañol!

English Spanish

2023 / SPRING / 27

BUSINESS Exchange

Thank you to all of the owner management companies who volunteered their time and expertise to make the Apartment PAC Austin fundraiser a success. A huge thank you to our supplier partners who generously gave their time and money to participate. Participation and financial contribution related to the Business Exchange help AAA keep a strong and active voice at all levels of government.

you to our Platinum Sponsors! 28 / WINDOW ON RENTAL HOUSING

Thank

2023 / SPRING / 29

HOW TO SPEAK MAINTENANCE

FOCUS ON TRAINING part 2

There are many barriers teams may see when trying to implement maintenance trainings. A few common barriers and solutions include:

• Lack of interest – offer hands-on and interactive training opportunities, such as team games or challenges

• Lack of resources – many supply companies and manufacturers offer training and tutorial videos online (visit www.taaef.org/training for more information)

To best accommodate the various skill levels and learning styles of all team members, it’s important for leadership to offer different learning solutions, such as handson training, step-bystep guides or participatory learning, which has the highest knowledge retention. However, simply creating a wellrounded training program may not be enough.

• Lack of attention – provide quiet, distraction-free environments for training, as well as all the tools and technology that employees will need to complete their training programs

• Lack of support – identify peers who can serve as mentors and subject matter experts, offering their knowledge and helping others

One of the most significant barriers to training is due to a lack of information sharing. When the staff are knowledgeable about common maintenance issues, they can better address resident needs, increasing satisfaction and reducing maintenance tasks. Additionally, people can learn new skills and potentially advance in their careers.

For leadership, it’s important to recognize that just as people learn in different ways, they will lead differently too. People

30 / WINDOW ON RENTAL HOUSING

may go about completing a task in different ways, which is ok; however, leaders should strive to clearly communicate expectations for performance and results, while empowering their team members.

Training programs shouldn’t only cover technical skills or maintenance-related topics. Because the maintenance team is typically working first-hand with residents, they need to be wellversed in soft skills. Similarly, the office staff should be familiar with common technical issues so they can help troubleshoot and field resident requests more efficiently.

• Soft skill training topics may include budgeting, time management and prioritization.

• Maintenance teams should receive training to help them better interact with residents. Topics may include conflict resolution, communication skills, ethical situations, and effective delegation.

Key Takeaways:

• Developing a strong training program is not enough. It must be effectively rolled out and implemented.

• The most common barriers to training programs include a lack of interest, lack of resource, lack of attention and lack of support.

• To combat barriers, leadership must support these programs by offering a variety of learning opportunities, utilizing available resources, providing quality environments and tools, and serving as subject matter experts.

• Leaders should empower team members to participate in trainings, while also clearly outlining expectations and

performance results.

• No individual should be the only team member to know a specific process or how to do something. Information must be shared between and within departments.

• Both office and maintenance teams will benefit from training related to technical and soft skills.

“How to Speak Maintenance” is a monthly series that focuses on teaching property managers and office staff how to better understand and appreciate the work and the value of the maintenance teams, eliminate conflict points that come up, and provide better customer service for our residents. Thanks to our “HVAC Readiness” contributors:

Jason Fein, National Maintenance Service Director for Camden Property Trust Mark Hurley, President of Highland Commercial Properties and past TAA president

Corky Wolf, Member of the Facilities team for Highland Commercial Properties Becca Ramati, Vice President of TAA’s Education Foundation

ModelEasy Custom Models Poolside Furnishings Resident Lounges Business Centers Leasing Centers Outdoor Living Spaces Corporate Offices Clubrooms 972.385.3204 | FurnitureByCharter.com UNIQUE solutions CREATING for your community. No Design Fees. Ever. 2023 / SPRING / 31

Members joined us at County Line on the Lake on March 2 for our annual For the Love of AAA event. It was a great time networking and chowing down on County Line BBQ with you all. A special thanks to our sponsors and event chairs!

APEX

Austin Apartment Association

2023

Save the Dates

APRIL 17 - JUNE 9

PROPERTY OF THE YEAR NOMINATIONS OPEN

JUNE 12 - AUGUST 4

PROPERTY OF THE YEAR BLIND SHOPS OCCUR

AUGUST 25

PROPERTY OF THE YEAR FINALISTS ANNOUNCED

AUGUST 1 - SEPTEMBER 1

PROFESSIONAL OF THE YEAR NOMINATIONS OPEN

SEPTEMBER 29

PROFESSIONAL OF THE YEAR APPLICATIONS DUE

OCTOBER

PROPERTY OF THE YEAR PROPERTY INSPECTIONS

OCTOBER 23

PROFESSIONAL OF THE YEAR FINALISTS ANNOUNCED

DECEMBER 8

ALL WINNERS ANNOUNCED AT THE APEX AWARDS

APARTMENT

EXCELLENCE AWARDS

LIMITED SPONSORSHIPS AVAILABLE AUSTINAPTASSOC.COM/SPONSORSHIPS apartment

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FINDING YOUR PATH TO SUCCESS: A GUIDE TO Thriving with AAA

Written by HANNAH WOODYARD, Digital Marketing Manager Austin Apartment Association

Success can be defined in many ways, but ultimately, it is the result of achieving goals that matter to you. However, the path to success can be difficult to navigate, especially in a rapidly evolving industry. This is where the Austin Apartment Association comes in. Established in 1964, AAA has been a key player in helping professionals in the multifamily housing industry network, develop their leadership skills, stay up to date on the latest developments and industry trends, and learn from others in the field. But it is more than a platform for information exchange; it is also a community of like-minded individuals who share a common goal of advancing their profession and making a difference in their communities.

To fully appreciate the value of the association, it is helpful to look at the paths that different leaders within the organization took to get to where they are today. From local to state to national positions, the AAA offers a clear path to leadership that is guided by its strategic plan. By examining their journeys, we hope to provide insight into how you can find your own path to success within the association and the industry as a whole.

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SANCHEZ, CPM

Magic Make Readies

First Vice President

One local leader who has blazed a trail in the multifamily housing industry is Christy Sanchez. Her path to success started in 1997 as a leasing agent with Trammell Crow and Riverstone Residential, followed by assistant manager and manager positions in the same companies. In 2006, she received her CAM certification from AAGD and became a district trainer with Riverstone Residential the following year. Her dedication to the industry was recognized when she was invited to join the TAA Education Committee in 2007. In 2010, she graduated from AATC Lyceum and became a regional manager for Riverstone Residential and ZRS Management, where she continued to show her leadership skills by serving as the AATC Lone Star Awards Committee Chair and AATC Communication Committee Chair in 2010-2011 and 2011-2012, respectively. In 2012, Christy received her CPM certification from IREM, and from 2011 to 2013, she served on the AATC Board of Directors and TAA Board of Directors as a member or alternate board member.

From 2012 to 2020, Christy worked for Alliance Residential as a regional manager and later as a regional vice president. During this time, she graduated from the AAA Leadership Lyceum program in 2016, where she also served as the AAA Legislative Chair in 2016 and 2017. She was the TAA Vice President at Large in 2017-2018 and graduated from the TAA Leadership Lyceum in 2018. Christy was a TAA Delegate from 2018 to 2020 and served as the TAA Leadership Lyceum Co-Chair in 2019. She was also an NAA Delegate in 2019. From 2019 to 2020, she served as the AAA Secretary/Treasurer. Currently, Christy is the Co-Owner of Magic Make Readies in Austin, servicing management companies for Maintenance Requests and Apartment turns. She graduated from the NAA Leadership Lyceum in 2020 and remains an active member of the AAA. Through her career journey, Christy has demonstrated that with hard work, dedication, and commitment, you can achieve success in the multifamily housing industry.

To continue growing and developing as a leader, Christy likes to surround herself with peers and friends who are amazing leaders. She takes every opportunity she can to ask questions and attend leadership training. Christy’s involvement in the AAA has been beneficial in helping her make great connections and get involved in Advocacy, where she can really see the difference she is making in the industry. Christy plans to continue developing and supporting the newer leadership getting involved

in the AAA. Her advice to anyone starting out on their leadership journey is to get plugged in, find a committee they are passionate about and speak up, get to know the leadership and staff, and share their professional goals within the association.

THERESA EBNER, CAM, CAPS, CPM LDG Development TAA Vice President at Large (VPAL)

Theresa Ebner’s journey to success with the Austin Apartment Association is an inspiring example of how the organization can help professionals in the multifamily housing industry advance their careers at the state level. Her journey to the top began with a simple piece of advice from an active member: “find a committee that [does] things I liked and start attending.” From there, she became involved in the education committee and Food Drive Committee before eventually chairing various committees, serving on the Board of Directors, and being elected to the Executive Committee. This culminated in her role as President of the Association from 2016-2017. Theresa’s experience with the AAA brought her to the state level when she began to get involved in committees, where she served on the Outreach Subcommittee. Ebner’s experiences have elevated her to her current position as a Vice President at Large at the Texas Apartment Association.

Theresa’s experience highlights the importance of mapping out your leadership journey, starting small, and working your way up. She stresses the need to not be afraid to ask questions and seek clarification, as it can benefit not only you but others in the organization. Additionally, having a mentor who encourages you to take chances and learn from mistakes can have a significant impact on your growth and development as a leader. Ebner credits her in

CHRISTY

C M Y CM MY CY CMY K 2022-aaa-aln-ad-3.5x2.pdf 1 2/18/2022 9:06:53 AM 2023 / SPRING / 37

volvement in the Austin Apartment Association with providing her with valuable connections and friendships, as well as opportunities for personal and professional development. She recommends starting your leadership journey by taking classes, attending events, and finding a committee that interests you. From there, introducing yourself to individuals at meetings and letting the association staff and leadership know of your interests can help provide direction and mentorship. Along the way, she learned valuable lessons about not being afraid to ask questions, taking chances, and always striving to learn and grow as a leader. Theresa’s story is just one of many within the AAA, and it highlights the importance of mapping out your own path to success within the organization.

JOSHUA NICHOLS, CAS Indigo Construction & Development Working Group Lead –Future Leaders

One state leader who found his path to success with AAA is Joshua Nichols, who started getting involved with the association in 2009, spending time with Community Outreach, the Food Drive, and Membership. He was later appointed as one of the Chairs for the first Austin NextGen Group and helped launch the Doc & Gayle Young Food Drive Volleyball tournament in Austin, which turned into a successful event. Nichols was also asked to speak on a panel for the State Education Conference, a topic on how to get noticed and mix things up. In 2017, he received a message from TAA President Jackie Rhone, who gave him his first opportunity to participate at TAA. As President, she wanted to make a push to create NextGen at the TAA level and was putting together a Task Force to try and accomplish just that. In 2019, NextGen was officially a TAA Committee, and Nichols was honored with the task to stay on as a key member of NextGen. He hit the road trying to work with some local Associations in Texas to help create NextGen Groups. Nichols was also invited to participate in the 2019 Austin Leadership Lyceum Class, and he began to get heavily involved with other local associations in Houston, DFW, San Antonio, and Central Texas. In 2020, Joshua won the Doc Young Supplier of the Year Award and was nominated for the TAA Olin Steele Lifetime Achievement Award.

Nichols continues to grow and develop himself as a leader by making sure that he is in a position to learn and evolve. He believes that you can have two perfect trees but if you plant one in the wrong place, one will stop growing. That is why he never stops being thirsty for knowledge and makes sure he has a little say on where the trees get planted. Nichols credits his involvement in the AAA for helping him to find his path to success. The association has provided him with opportunities to develop his leadership skills, network with others in the industry, and learn about the lat-

est developments and industry trends. Ultimately, the AAA is more than just a platform for information exchange; it is a community of like-minded individuals who share a common goal of advancing their profession and making a difference in their communities.

TRACI HALL AMLI Management Company

NAA Region 6 Vice President

Success is not achieved overnight, and it takes dedication and hard work to reach your goals. One of the many leaders who have successfully navigated a pathway to success on a national scale with the help of local associations is Traci Hall. Traci’s journey to success began as a community manager at AMLI Residential in 1990. From there, she made her way up the ranks, serving in various positions such as Director of Marketing and Training, Regional Manager, and Regional Vice President, among others. Traci is currently the President of AMLI Residential, a position she has held since 2016. Along the way, Traci found ways to get involved at her local association, which led to her appointment to the Board of Directors at the Apartment Association of Kansas City in 1997. She also found time to serve on several committees and boards at various local associations, including AATC, where she was President in 2011, and AAGD, where she was a Delegate from 2013 – 2019.

Traci began her state leadership journey in Texas in 2008, when she served on the Texas Apartment Association Executive Committee as VP at Large. She served on various committees and went on to become TAA President in 2018 and TAAEF President in 2022. Traci was recognized along with way for her strides in leadership when she won the Megan McCadden Outstanding Leadership/Lyceum Award in 2009 and Frank P Finch Award in 2014.

Traci’s involvement in the National Apartment Association (NAA) began in 2004 when was appointed to the Membership Committee. From there, she was appointed to Program Administration, Affiliate Board Members, Operations Committee, Governance Committee and more. She served in many leadership chairs through the years, including the RVP Region 5 Committee, RVP Region 6 Committee, Lease Advisory Committee, and the Operations Committee.

Traci Hall is a successful leader in the multifamily housing industry and an inspiration to many. When asked what she wished she knew earlier in her career, she said, “I wish I understood the value of honest feedback and what it is to give and receive. Nothing is gained by beating around the bush.” This advice reflects Traci’s commitment to growth and self-improvement, and it is a testament to her willingness to learn from others.

Traci credits her success to the support of her mentors, who

38 / WINDOW ON RENTAL HOUSING

taught her to put people first and to be real with those around her. “Let people know how much you care,” she says, “before you tell them how much you know.” This philosophy has guided her throughout her career and has helped her to build meaningful relationships with colleagues and clients alike. Traci’s greatest professional achievement is also her greatest personal achievement - being a confident, successful, and balanced leader and mother. She says, “I consider my titles to be secondary to mom and coach.”

THE NEW STRUCTURE

The strategic plan, created in 2019, is a testament to the strengths of the organization, including dedicated volunteer leadership and a core group of engaged members. The plan outlines a vision for the future of the Association that is focused on growth and increased relevance, and it provides a framework for achieving these goals.

One of the key components of the strategic plan is the new committee structure, which is designed to provide a clearer and

Traci places a high value on work-life balance and recognizes the importance of family and personal relationships in her life.

In conclusion, the Austin Apartment Association offers a clear path to leadership that can be navigated with careful planning, involvement in committees, and seeking mentorship. Learning from the experiences of leaders like Christy, Theresa, Josh and Traci, can provide valuable insights into how to navigate the path to success within the organization and the industry as a whole.

shorter pathway to leadership, making it easier for members to find their path to success within the organization. By providing a framework for leadership development, the Association is ensuring that its members have the tools and resources they need to succeed in their careers.

But finding your path to success within the Association requires more than just joining and participating in committees. It also requires a willingness to take on new challenges, to learn from others, and to con-

tribute your skills and expertise to the organization. It requires a commitment to excellence and a desire to make a difference in your profession and your community.

So, if you are looking for a way to enhance your career and find your path to success, consider joining a committee! The new structure offers unparalleled opportunities for growth and advancement. Take advantage of these opportunities, and you may just find yourself on a path to success that you never thought possible.

2023 / SPRING / 39

TEXAS APARTMENT ASSOCIATION’S Day at the Capitol

It was a huge success! TAA had over 250 members from across the state meet with their elected representatives and discuss policy bills that are important to the industry. Some of those talking points included:

• Support clarifying that Texas has a consistent statewide approach to the eviction process (HB 2035 and SB 986)

• Support for transparency in city fees (HB 2457 and SB 767)

• Property tax relief

Austin Apartment Association showed up in great numbers and met with 16 State Representatives and Senators. Members had an opportunity to not only discuss bills, but also get to know their elected officials. This is an excellent start to building relationships between our industry and their representatives. If you did not get a chance to participate this year, there will be other opportunities to advocate on behalf of the industry in the coming weeks. Stay tuned!

Thank you to all who took part in TAA’s “Day at the Capitol.”

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2023 / SPRING / 41

Leadership LYCEUM

Meet the Class of 2023!

The Austin Apartment Association (AAA) Leadership Lyceum program identifies and develops emerging multifamily housing leaders into an informed and highly motivated group to prepare for future leadership opportunities or roles with AAA. Additionally, AAA Leadership Lyceum supports the development of individuals with a broad-based vision and strong commitment to AAA’s vision, mission, and strategic objectives and the broader community.

While in this program, participants have the honor of meeting amazing guest speakers, networking with fellow up-and-coming leaders, and growing their knowledge of Advocacy, Association Management, Community Service, Governance, and much more.

TIFFANY BLANKMAN

Avenue5 Residential, Property Manager

How have you gotten involved in the association in the last two years?

• AAA NextGen Chair 2021

Years in the industry: 13

• Education Working Group Lead 2022

What do you hope to gain from participating in the Lyceum program?

I would like to increase my knowledge of all aspects of AAA. I’ve held committee chair positions, but I know there’s so much more to learn. I also want to be able to be able to confidently explain the different aspects of AAA to other members. I can’t count how many times someone asked, “what does AAA do?” or “what are all the committees?” or “what does this committee do?”

Do you have any specific leadership aspirations with the Apartment Association now or in the future?

I enjoy being on the committee chair/group lead level currently. While I don’t aspire to be President, I would like to be considered for a Board member role someday. I want to have a voice, and be the voice for others, when decisions are being made.

Years in the industry: 10

GINA FRAZZA-STOWERS

RPM Living, Director of Strategic Projects

How have you gotten involved in the association in the last two years?

• 2020-2021 - AAA Education Committee Co-Chair

• 2022 - AAA Membership Development Chair

• 2022-2024 Board of Directors Member

What do you hope to gain from participating in the Lyceum program?

I am proud to say that I have held a Director’s position within my organizations for the past 6 years. This opportunity has granted me insight on all the different corporate support departments that an organization, that is in the NMHC Top 10 needs to operate, grow, and provide excellent customer service to the clients, prospects, and residents we cater to in our industry. That knowledge has afforded me a deeper understanding of what it takes to run a Property Management Company and the intricacies that having a well-rounded business acumen can support. I am hoping to add additional leadership skills that propel me to the next level within my company. I believe the

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skills honed in Leadership Lyceum and the connections made will place me in a good position to support my organization in a higher capacity.

Do you have any specific leadership aspirations with the Apartment Association now or in the future?

I am honored to have been asked to join the Board of Directors in 2022 and continue in my term. I would like to understand more about the Executive Officer roles and what each of them entails to see where my passions reside. I am extremely grateful for the current officers, many of which I consider personal mentors and their investment in my development. I trust in their guidance and recommendations. I look forward to the professional development the Lyceum graduate status could afford me as I pursue these avenues.

ERICA JOHNSON

Metric Property Management, Asset Manager

What do you hope to gain from participating in the Lyceum program?

I look forward to expanding my expertise on how to build a dynamic team, thinking creatively, and practicing self-awareness. I’ve always thought that Managing is one part of the job, but Leadership is another, so when you have the ability to be both, it’s inspiring and motivating to others and they tend to see you as a role model and be motivated.

Do you have any specific leadership aspirations with the Apartment Association now or in the future?

Being a mentor is something I would like to do for my company and for AAA. I have strived to educate myself on new laws, changes in the lease, and even just refresher classes that have helped me to perform at my best ability. Leading by example if you will, I have learned immensely with the Apartment Association to the point that I am comfortable cross-training others that see themselves making this their career. It’s gratifying to see people I’ve trained grow and climb the ladder. I hope to advance in my career to Regional Manager and also take part in the AAA Advocacy Committee.

TAYLOR MARTIN

Kairoi Management, Community Manager

Years in the industry: 23

I am hoping to gain additional knowledge to help me be the best leader I can be. I am a firm believer that we should all strive to educate ourselves in the industry we love. I also hope this opportunity affords me the ability to be a better leader and help others during their multi-family journey. Do you have any specific leadership aspirations with the Apartment Association now or in the future?

Being a second-generation multi-family professional, I have had a front row seat of many changes and vast training. I have a vested interest in the health of the multi-family industry and will serve where most needed on the various committees, or serve as a member of the board of directors.

What do you hope to gain from participating in the Lyceum program?

Years in the industry: 17

How have you gotten involved in the association in the last two years?

• Received CAM Certification

• Nominated for Assistant Manager of the Year

• Attended AAA Signature Events

• Attended education seminars

What do you hope to gain from participating in the Lyceum program?

I hope to gain more knowledge from other great leaders and experts of this industry. I feel that everyone has their own thought process and certain method of doing things, that is inspiring to me. Being in the industry for 17 years, I’ve learned different techniques and managing skills from other Managers.

Years in the industry: 11

I hope to develop and sharpen my leadership skills in order to make a deeper impact on my future teams, my industry, and the Austin Apartment Association. I know through the Lyceum programs’ Guest Speakers I’ll learn more about the facets of leadership. I also hope to increase my involvement within the industry and our immediate community through service, understanding, and innovation.

Do you have any specific leadership aspirations with the Apartment Association now or in the future?

To be involved in the training and mentorship of new industry professionals and to lead by example, while inspiring others to get involved with their teams and communities.

ALLISON MILLIORN, CPA

Texas Housing Foundation, Chief Operating Officer

What do you hope to gain from participating in the Lyceum program? My hope is that I can learn from other highly motivated business leaders to better serve our clients and communities. Do you have any specific leadership aspirations with the Apartment Association now or in the future?

Years in the industry: 13

The AAA is an organization with a long history of collaboration and service. It would be an honor to serve in any capacity, but my skill set leans toward finance as I am a Certified Public Accountant.

VICTORIA LOPEZ, CAM Lincoln Property Company, Property Manager

2023 / SPRING / 43

MICHAEL MURRAY, CALP Kairoi Management, Project Coordinator

What do you hope to gain from participating in the Lyceum program?

I am hoping to gain a better knowledge of leadership skills that can be used not only with my current and future teams, but with my personal goals as well. Throughout my time onsite, I have seen great career growth, and found that I had so much to learn about what it takes to be a true leader and the responsibility it held. I am hoping to better my knowledge of the association as a whole and understand the impact and influence it has on policymakers. I feel I have only been able to experience the multifamily side of the association so far and am very much looking forward to gaining more knowledge of the vendor, policy and community service side as well.

Years in the industry: 5

Do you have any specific leadership aspirations with the Apartment Association now or in the future?

While I do see myself being part of the leadership team with the association in the future, I do not yet know what path I see myself taking. I am hoping to use this opportunity within the lyceum to learn more about each aspect of the association and develop a path that best suits my goals and the goals of the association.

ROBYN RILEY Contractors Inc, Business Development Manager

How have you gotten involved in the association in the last two years?

Years in the industry: 9

Years in the industry: 6.5

• Community Service Committee Member

• Events & Services Committee Member

What do you hope to gain from participating in the Lyceum program?

I would love to continue to learn more about all the aspects involved in Austin Apartment Association. Being an involved Supplier Member, I feel like I still have so much more to learn about PAC (Political Action Committee), Education and all that the Association offers for onsite members.

Do you have any specific leadership aspirations with the Apartment Association now or in the future?

• Continue to be an active member in many committees, especially the Events & Services Committee

• Eventually hold a position on the AAA Board.

TRAVIS

ROCHA CAM, CALP Bell Partners Inc., Community Manager

How have you gotten involved in the association in the last two years?

• Membership Growth Committee Member

• Advocacy Committee Member

What do you hope to gain from participating in the Lyceum program?

I hope to gain more insight from our AAA leadership and fellow industry participants, and to learn more about what is currently going on in the industry, from a local and national level. I have a great interest in current issues, such as politics that influence our ever-changing industry, and I am excited to network, collaborate, and grow with the things that I will learn from the AAA.

Do you have any specific leadership aspirations with the Apartment Association now or in the future?

I would love to eventually become a member of the board. I am very passionate about the multifamily industry and am excited to grow with the Austin Apartment Association.

JR RODRIGUEZ

First Onsite, Regional Account Manager - SalesProperty Restoration

How have you gotten involved in the association in the last two years?

Years in the industry: 20

• Events & Services Committee Member

• Food for Thought presenter

• Actively participated in Legislative initiatives

What do you hope to gain from participating in the Lyceum program?

More exposure to how, as a local Association member, I can assist/benefit from TAA/NAA membership. I am interested in getting more involved with Education and with Legislative Affairs.

Do you have any specific leadership aspirations with the Apartment Association now or in the future?

I’d love to assist with more Education and Community Outreach/benevolent activities. To that end, I’d love to co-chair or assist with planning more of those endeavors.

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Years in the industry: 6

CHRISTOPHER ROMEO, CAS

Dixie Carpet, RVP of Sales Austin

How have you gotten involved in the association in the last two years?

• Next Gen Committee Member

• Emerging Insight & Opportunities Committee Member

What do you hope to gain from participating in the Lyceum program?

I hope to gain knowledge to better service the Austin Apartment Association on future committees and boards. I will use the knowledge gained to become a better leader on my team and within the Association. I look forward to working with peers and like-minded individuals.

Do you have any specific leadership aspirations with the Apartment Association now or in the future?

I hope to continue to serve the Association through involvement on committees and possibly service on the board.

AMBER SCALES

Rainier Property Management, Regional Property Manager

How have you gotten involved in the association in the last two years?

LORI SELLS Greystar, Regional Manager

What do you hope to gain from participating in the Lyceum program?

Years in the industry: 10

• Events & Services Committee Member

What do you hope to gain from participating in the Lyceum program?

Since I moved to Austin almost 8 years ago, I have been attending Austin Apartment Association events and classes. I have always looked forward to them and gained so much from attending. At this point in my career, I am more interested in being further involved than just attending. I want to be involved in committees and potentially leadership positions to help Austin Apartment Association be innovative as our industry grows and changes. Gaining insight and knowledge firsthand and working with likeminded and career driven peers in my field would help me stay driven.

Do you have any specific leadership aspirations with the Apartment Association now or in the future?

I would like to start with joining committees like membership development, community service, events & services and advocacy next year while I work towards a board seat. I am eager to learn and build relationships. Growth and giving back to our industry that has given me such an amazing career is my goal.

Interested

Years in the industry: 15

I am hoping to learn more within the multifamily industry as well as grow within the Austin Apartment Association. As someone who was in the San Antonio market for years, I am looking forward to investing more time within the Austin Market. I am hoping that this will help me grow within my career and help me to become a better leader.

Do you have any specific leadership aspirations with the Apartment Association now or in the future?

As I grow my career within my company, I would love to grow my participation and leadership within the Apartment Association. I am looking forward to being on committees and eventually one day being a part of the Apartment Association Board.

RACHEL SPROUL-LOMBARDO, CPO, TCS

Solidago Residential Services/Cardinal Management Group, Regional Vice President Affordable Housing Operations

Years in the industry: 13

How have you gotten involved in the association in the last two years?

• Attending educational seminars

• Attending AAA’s Signature Events

What do you hope to gain from participating in the Lyceum program?

By participating in the Lyceum Leadership Program, I hope to identify and explore the interrelationships of major issues facing our industry in Austin and Texas. I hope to network with other representatives in and outside of our industry so that we are empowered to work as a collective to bring housing to those in need.

Do you have any specific leadership aspirations with the Apartment Association now or in the future?

I hope to become a member on the Member Experience & Expansion Council, Community Service Committee, Membership Growth Committee and the Governance & Ethics Committee.

in attending Leadership Lyceum?

open for the 2024 class in August of 2023.

for more details! 2023 / SPRING / 45

Applications

Visit austinaptassoc.com/leadership-development

WHAT YOU NEED TO KNOW ABOUT

Fair Housing AND Documentation

BY: FAIR HOUSING INSTITUTE

Why is documentation so important? How can it help you in the event of a fair housing complaint? What are some best practices that your company should be following now? This article provides a brief overview of the value of documentation as well as some tips to ensure you and your staff are following best practices in the event of a fair housing complaint.

Why Documentation Is Important

A leasing office is a place of non-stop activity. It truly is the heart of a property where staff regularly interact with both potential tenants and existing residents. Consider a few common examples of what can happen on any given day.

A question is raised regarding the availability of a unit. A prospect wants to view the two-bedroom unit that a friend said was available only hours before. Unfortunately, this is no longer the case, and no one seems to know exactly when that unit was leased. Seems innocent enough, but what if the two potential tenants are from different protected categories? Could this scenario be construed as discrimination?

Another situation that we frequently see is when there has been a change in staff or management. Consider this; a resident comes in wanting to know what has been done regarding a complaint they lodged weeks ago with the prior manager. You look in the resident’s file and find nothing. Maybe something had been done, but now you have no documentation or proof to address the situation. Proper documentation will give your staff the information they need to provide a thorough explanation and state the facts. Without this, you are open to a possible fair housing complaint.

How Documentation Can Aid In A Fair Housing Defense

These brief examples highlight how important documentation is. Every employee needs to document every interaction they have with existing and prospective residents. Along with this, there needs to be a regular audit completed to ensure that policies and

procedures are being followed.

If a complaint is filed, your documentation should be the first line of defense. But your defense will only be as good as your documentation. Check out the following tips to help ensure that your documentation is thorough and properly executed.

Documentation - Tips and Best Practices

Here are some basic guidelines that aid in proper and consistent documentation:

Company Forms Many companies use specific forms to document situations and complaints. Using these forms is often preferable over merely writing a narrative because the forms prompt the employee to include all relevant and essential information describing what occurred.

Ongoing Documentation There are many cases when the initial incident is documented, but there’s no record of what was done to remedy the situation. Whether it was something as simple as a quick phone call or note, this all needs to be documented with copies of any written correspondence being placed in the appropriate file. Storage Another issue is where to keep such documents. Many companies keep an incident report in a resident’s file. One problem is if the incident includes several residents. Whose file do you keep it in? The answer is: a copy should be kept in all involved residents’ files, as should the notations on the resulting actions.

Documentation Training Proper and thorough documentation is a topic on which all companies should train. To review the performance of your office, we recommend that if you know of an incident that occurred during the past six months, go back and review the resulting documentation. Analyze whether it was accurate, thorough, used the proper forms, and was retained in the appropriate files. If you determine that a policy or procedure wasn’t followed, use this as an opportunity for additional staff training.

In summary, documentation isn’t just important; it is essential. Ongoing training and education regarding documentation provide your staff with the tools they need to better perform their jobs and are irreplaceable if confronted with a fair housing complaint.

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TITANIUM SPONSOR PLATINUM SPONSOR GOLD SPONSOR SILVER SPONSOR apartment association Austin Apartment Association EDUCATION SPONSORS Interested in becoming an AAA Education Sponsor? Visit austinaptassoc.com/sponsor to learn more!

Education OPPORTUNITIES

YOUR CHANCE TO GROW AND LEARN

Food for Thought: The Importance of Water

Conservation and Available Rebates

APRIL 5 • 12-1pm

Course good for Education Tracks:

Presented by: Jacob Johnson, Austin Water Conservation

AAA Office

FREE • CECs: 1

In this Food for Thought, you will learn about potential rebates for apartment complexes and how those actions could affect water and wastewater bills.

Excel 102 (Series)

APRIL 6 • 9:00 a.m-12:00 p.m

Course good for Education Tracks:

Presented by: Julie Irvin Hartman, Julie Irvin Hartman

AAA Office

Member Individual: $80

Non Member: $100

Free for ACE Subscribers • CECs: 3

Learn to conquer your fear of the spreadsheet and get ready for Budget Season!

CALP

APRIL 10, 12, 14 • 8:30am-4:30pm

Course good for Education Tracks:

Presented by: Kim McCorkle, Homeaid

Austin

AAA Office

Member rate: $470

Non-Member Rate: $600

Get 10% off your CALP registration with the ACE Subscription • CECs: 6

Leasing professionals are the first people prospective residents meet and are responsible for generating traffic, conducting leasing demonstrations, overcoming objections and qualifying prospective residents. This program teaches all these skills and more.

Property Management from A-Z

APRIL 11 • 9am-12pm

Course good for Education Tracks:

Presented by: Christy Sanchez, Magic Make Readies

Virtual

Early Member rate: $70

Member Rate: $80

Non- member rate: $105

Free for ACE Subscribers • CECs: 3

In this webinar training will focus on Fair Housing basics including what investors and on-site employees must know about protected classes, Fair Housing implications for marketing and advertising, and the complaint process.

EPA 608 Certification

APRIL 26 • 9:00 a.m-4:00 p.m

Review + Exam

Course good for Education Tracks:

Presented by: Travis Fowler, Century HVAC

AAA Office

Early Member: $130

Member: $150

Non-member: $210

CECs: None

The Federal Clean Air Act, Section 608, requires anyone who performs service, maintain, repair, or dispose of appliances and equipment that contains regulated refrigerants to be certified in proper refrigerant handling techniques.

Be Red Cross Ready (Community Information Exchange-New Series)

APRIL 26 • 10-11am

Course good for Education Tracks:

Presented by: Colette Johnson, American Red Cross

Virtual FREE • CECs: 1

In the first session of this community information exchange come learn about general preparedness in a disaster.

Fair Housing Friday

APRIL 28 • 11am-12:00pm

Course good for Education Tracks:

Presented by: Victoria Cowart, CPM, Director of Education and Outreach

Virtual

Free • CECs: 1

Join us bi-monthly on the last Friday of the month, for a FREE Fair Housing Topic. In this session, we’ll discuss what you need to know now about assistance animals and accommodation requests — from the 101 basics to the 2020 HUD Assistance Animal Notice. Both on-site teams and regional management will appreciate the content that we’ll cover on one of the hottest HUD complaint topics.

Food For Thought:

Digital Evolution of Marketing in Multifamily

MAY 2 • 12:00pm–1:00pm

Course good for Education Tracks:

Presented by: Cate Davis, RENT

AAA Office Free • CECs: 1

In this Food for Thought you will learn about digital curb appeal and how your property is being perceived online, plus much more!

Fair Housing (Northland Employees Only)

MAY 10 • 9am-12pm

Course good for Education Tracks:

Presented by: Attorneys, Allison Mattocks & Hari Kalyan, Warren Kalyan

Mattocks Law Firm

Virtual

$41 registration fee paid directly to Northland • CECs: 3

Join Attorney Allison Mattocks & Hair Kalyan as they cover the basics and beyond of Fair Housing.

Be sure to check out the Education Calendar (https://www.austinaptassoc.com/events/education) for the most up-to-date schedule of

Visit austinaptassoc.com/events/education for more class info and to register. Questions? Contact AAA at (512) 323-0990 or email education@austinaptassoc.com.

48 / WINDOW ON RENTAL HOUSING

education.

HVAC Series

SESSION 2: MAY 11 • 9:00am-1:00pm

Course good for Education Tracks:

Presented by: Travis Fowler, Century HVAC

AAA Office

Member: $85

Non-member: $105

Free for ACE Subscribers • CECs: 3 each

In the second session of this new series, you will learn about a multitude of tasks you and your team can perform to protect one of the biggest portions of your property’s budget. During this class we will cover money saving items, budget planning, maintenance staff, do’s and don’ts, in addition to new laws, dates, and regulations and how they will affect you.

Excel 103 (Series)

MAY 16 • 9:00 a.m-12:00 p.m

Course good for Education Tracks:

Presented by: Julie Irvin Hartman, Julie Irvin Hartman

Member Individual: $80

Non Member: $100

Free for ACE Subscribers

CECs: 3 each

Learn to conquer your fear of the spreadsheet and get ready for Budget Season!

Food For Thought: Foundation Maintenance During the Texas Heat

JUNE 12 • 12:00 p.m. – 1:00 p.m. Course good for Education Tracks:

Presented by: Justin Bryant, Perma Pier Foundation Repair of Texas & Blacktie Plumbing

AAA Office

Free • CECs: 1

In this Food for Thought, you will learn ways to maintain a healthy foundation for your properties by going over 5 common mistakes property owners make and how to prevent them!

CAPS

JUNE 26TH- 29 • 9am-5pm

Course good for Education Tracks:

Presented by: Bradley Roschyk

AAA Office

Member rate: $1,380

Non-Member Rate: $1,655

Get 10% off your CAPS registration with the ACE Subscription • CECs: 6

This program’s curriculum emphasizes recruiting, retaining and engaging high-performing employees. You’ll also learn how to analyze and report property and portfolio financial results, conduct due diligence and community takeovers and oversee management agreements.

QUESTIONS? Contact AAA at info@austinaptassoc.com or (512) 323-0990.

Lease with the Best: TAA Lease Forms

JUNE 20 • 9:00am-4:00pm

Course good for Education Tracks:

Not eligible for ACE pricing

Early bird $165 • Reg $175 • Non $225 **Seminar participants can earn up to 6 hours of NAA continuing education credits (CEC’s) AND 6 TREC credits. At this Lease with the Best: TAA Lease Forms seminar you’ll learn more about

• General principles of real estate contract validity

• Terms and conditions of the TAA Apartment Lease Contract

• Importance of rental applications and proper screening

• Tools for use in the resident selection process

• Major differences between apartment, singlefamily dwelling, condominium and student

EDUCATION TRACK LEGEND:

12 Fair Housing Keys to Preventing a Lawsuit

APRIL

Instant Memory Training for Property Management and Sales Success

3 Put your CLOSE on! MAY 10 Mastering Maintenance: I Know How to Fix That AC But How Do I Lead Them? MAY 24 60 Ideas in 60 Minutes

Webinars are conducted by www.multifamilyinsiders.com. 1:00 p.m. – 2:00 p.m. CT Cost $29.99

APRIL 26

MAY

All

Enter the code “16AAA” in the coupon field when registering for a $5 discount! *** PRICES AND DATES ARE SUBJECT TO CHANGE ***

2023 / SPRING / 49

Law IN ORDER

PROPERTY MANAGEMENT AND COMPASSION FATIGUE IN THE COVID-19 WORLD

By Hari Nathan Kalyan and Allison Mattocks

The days when knowledge of the Texas Property Code and Texas Apartment Association (TAA) Lease provisions were enough to judicially remove a nonpaying resident are now long gone.

Beginning in March 2020, as the COVID-19 pandemic swept across the nation, the Texas Supreme Court began issuing COVID-19 Emergency Orders (collectively, the “Orders” and each an “Order”). As of the date this article was sent to press, residents of the State of Texas have been subject to more than fifty-nine Orders. Many of those Orders covered the processes related to eviction actions in which the Defendant-Tenant may have had a pending application under the Texas Eviction Diversion Program or may have been able to access funds available through local rental assistance programs. The Final General Emergency Order Regarding the COVID-19 State of Disaster (the “Final Order”), issued on January 27, 2023, renewed the 59th Order and expired on March 1, 2023.

Effective February 1, 2023, however, the Texas Supreme Court also approved new rules and amended others to clarify and provide procedures for electronic appearances in civil court proceedings. These pandemic-inspired changes empower courts to allow or require a participant, upon appropriate notice, to appear at certain court proceedings by videoconference, teleconference, or other available electronic means. For example, under Rule 21d, a party or lawyer must present good cause or an agreement of the parties to require electronic appearances in a proceeding in which oral testimony is heard. Similarly, under Rule 500.10, a justice court is authorized to allow or require a court

participant to appear at a court proceeding electronically.

More recently, on March 14, 2023, the Texas Rent Relief Program reopened its application portal with additional funds available to applicants. Requests for assistance far exceeded available funding within the first 24 hours, with over 70,000 applications submitted. Due to the overwhelming response, the application portal was closed on March 16, 2023, at 11:59 a.m.

The Orders and the method of their promulgation underline and emphasize this fact: the days when knowledge of the Texas Property Code and Texas Apartment Association (TAA) Lease provisions were enough to judicially remove a nonpaying resident are now long gone. Labyrinths of state, county, and municipal rental assistance programs increased protections for tenants. The federal CARES Act rules and everchanging local interpretations thereof, among multitudes of other new laws and rules, have made

navigating the world of property management almost untenable.

Property managers in the multifamily industry already face a variety of stress-inducing issues daily. Issues include dealing with late or missed rent payments, frequent maintenance requests, property damage, noise complaints, criminal conduct and illegal activity, unauthorized alterations to the property, complaints from neighbors, requests for rent reductions or lease negotiations, and disagreements over lease terms. Property managers must also balance their workload and priorities while ensuring they are providing quality customer service to tenants and maintaining the overall condition of the property.

Eviction proceedings can significantly add to the levels of stress experienced by property management staff. For property managers, the process of evicting a tenant can be stressful because of the le-

shutterstock

Hari Nathan Kalyan, Warren Kalyan & Mattocks

50 / WINDOW ON RENTAL HOUSING

Allison “Allie” Mattocks, Warren Kalyan & Mattocks

gal and financial implications involved. The constant need to navigate the legal system, communicate with tenants and other stakeholders, and make difficult decisions can lead to a condition known as Compassion Fatigue.

Compassion Fatigue refers to a type of secondary or vicarious trauma experienced by individuals who care for others in distress. People whose professions include prolonged exposure to another’s trauma can be vulnerable to compassion fatigue. As a result, they can also experience acute symptoms of trauma that put their physical and mental health at risk and make them wary of continued giving and caring. The constant exposure to trauma and stress can lead to symptoms such as exhaustion, disrupted sleep, anxiety, headaches, upset stomach, irritability, numbness, a decreased sense of purpose, emotional disconnection, self-contempt, and difficulties with personal relationships. Those who regularly experience vicarious trauma often neglect their own self-care and inner life as they struggle with images and stories that can’t be forgotten.

Compassion Fatigue can affect the most dedicated workers—people who continue to help by working extra shifts or foregoing days off, neglecting their own self-care. This can result from exposure to a single case of trauma, or from years of accumulated “emotional residue.” The eviction process in property management highlights the need for understanding and empathy in the face of adverse situations and can be a significant cause of compassion fatigue among staff. Property managers would, therefore, greatly benefit from support and resources to help manage the stress and trauma associated with eviction proceedings.

There are several steps that proper-

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ty management companies can take to reduce the risk of compassion fatigue among their staff members. Providing regular training on stress management, work-life integration, and self-care practices can help employees build resilience and cope with the demands of the job. Encouraging a supportive work environment and promoting open communication can also help employees feel valued and supported. Additionally, offering flexible schedules and access to counseling or therapy services can help mitigate the effects of compassion fatigue. Support through peer networks or employee assistance programs can also provide a valuable resource for employees who are struggling. Providing resources for managing high-pressure situations, such as tools for conflict resolution and time management, can also help reduce stress and burnout.

Remember also that delays are inherent in the eviction process, and in any court proceeding for that matter. Courts are tasked with weighing interests and evaluating evidence, which leads to inefficiency. As they say, the wheels of justice grind slowly. Whether the delay is because of the involvement of an organization such

as Volunteer Legal Services on behalf of the tenant or because the property is covered by the federal CARES Act, requiring locally a 30-day notice to vacate be given before filing an eviction, cutting corners is never worth the risk. Many VLS attorneys we have encountered in eviction cases act as a valuable resource to landlord plaintiffs. These attorneys may function as the voice of reason for the tenant-defendant where management’s prior explanations had no effect. When dealing with residents and their representatives, taking time to pause—even momentarily—can cause a powerful shift in one’s perspective toward resolution.

Compassion Fatigue is a growing concern for property managers in the multifamily industry. With the right support and resources, however, companies can help reduce the risk of burnout and ensure that their employees are able to provide quality customer service and maintain the overall health and well-being of not only the property, but also the staff. By prioritizing the well-being of their staff, property management companies can build a strong and sustainable workforce that is capable of meeting the demands of the industry.

The eviction process in property management highlights the need for understanding and empathy in the face of adverse situations and can be a significant cause of compassion fatigue among staff. Property managers would, therefore, greatly benefit from support and resources to help manage the stress and trauma associated with eviction proceedings.

Hari Nathan Kalyan is a partner with Warren Kalyan & Mattocks. Hari is a highly experienced business attorney and general counsel with a track record of successfully delivering strategic, innovative and cost-effective legal solutions backed by a demonstrated ability to help develop and execute on plans for corporate strategy and growth. Hari’s practice focuses primarily on representing clients in industries such as multifamily/ mixed-use real estate, hospitality, alcoholic beverage, cannabis and entertainment. Allison “Allie” Mattocks is a partner at Warren Kalyan & Mattocks. Allie is a highly effective and efficient business attorney and an experienced litigator, with an extensive knowledge about the legal issues affecting multifamily property and hospitality industries. Allie has successfully managed hundreds of cases to resolution, and takes great pride in developing deep and long-lasting relationships with her clients through her creativity, diligence and commitment to professionalism. They can both be reached at Warren Kalyan & Mattocks, 506 West 14th Street, Suite A, Austin, Texas 78701, or through their firms website at www.WarrenKalyan.com.

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STATE OF THE INDUSTRY 2023 AUSTIN APARTMENT ASSOCIATION 08 24 2023 apartment association The Austin Apartment Association’s annual State of the Industry event will provide insights into the rental housing and multifamily market, including market trends, construction and development activity, economic impacts, and more as we look to 2023 and beyond. Learn More at austinaptassoc.com/signature-events

PRST STD U.S. Postage PAID WEBSITE 44k Users 653k Events 2:25 Avg Engagement Time per year per year per year MEMBERSHIP 320,000+ Rental Units 630+ Owners/Management Compan es 1,200+ Rental Communities MAGAZINE B Y T H E N U M B E R S 78k+ Impressions per year 3:50 Avg Read Time 2.4k printed copies mailed per issue ONLINE & PRINT EMAIL NEWSLETTERS 30% Open Rate 4.8k Contacts 3% CTR 3.7k Industry Contacts A D V E R T I S I N G I N T E R E S T E D I N A D V E R T I S I N G W I T H A A A ? L E A R N M O R E A T A U S T I N A P T A S S O C . C O M / A D V E R T I S I N G A U S T I N A P A R T M E N T A S S O C I A T I O N