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2017•
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2017•
By Employees and Residents
Mighty Maintenance
Juan S.
Employee Since 2016
Crystal A.
A resident came in frantic because last night in the rain storm she dropped her iPhone and it fell in the storm drain. She proceeded to let us know that her young son passed away in March and all of his pictures she had of him were on that phone. We thought with the heavy rain it was washed away. Angela and Nicole started helping her with the “Locate my Phone” app and iCloud to recover her pictures. Juan was called to see if the phone could still be close in the drain. He was able to drop down the man hole and retrieve her muddy wet phone. And it was still working! You could hear her screaming three buildings away “OH MY GOD! YOU GOT IT! YOU GOT IT!” She was crying and so appreciative. We were all crying with joy as we looked at her son’s pictures.
GRAND VILLAS
SPRING TRAILS
Randy H.
Employee Since 2010 PRESIDIO
To pin point Randy’s generosity down to one story is almost impossible. Randy recently noticed that some of our property issues had been taking their toll on all of us. Rather than let tensions rise or even just let it all fall on my shoulders, Randy decided to cook the staff lunch. He made order forms for his famous baked potatoes and set aside a date that worked for everyone, even our students on staff. Randy took a PTO day to work on the special order lunches. As a manager, we sometimes get very consumed with deadlines, emails, bills, etc. and we forget to take the time, not only for our staff to decompress, but ourselves as well. Randy reminded me and the rest of the staff, some of which are far away from family, that sometimes all we need is a good meal and to be around people that care about us to put things back into perspective.
Noe R.
Employee Since 2015 STONE CREEK
Noe from our Maintenance team noticed that one resident had a brand new mattress and boxspring that they no longer wanted and remembered seeing another resident who did not have a bed. So Noe asked the resident if he could donate it to someone else. The resident agreed. Noe got his truck and delivered the new mattress and box spring to the resident without a bed. Our resident was so delighted and surprised with the thoughtfulness of Noe going above and beyond for him.
Employee Since 2017 September 25th, 2017 was an awesome day here at Grand Villas, it was our housekeeper’s birthday! It started off like any normal day here in the office. Crystal came in and started her normal job duties for the day. We all discussed what we could do for her birthday, so we quickly ran down to “Nothing Bundt Cakes” to pick up her favorite chocolate cake. So, around lunch time we called all of the outside staff in to surprise Crystal with her cake, birthday crown, and birthday Pin for her shirt. After lunched wrapped up, we waited for her to come out of the bathroom. As she walked out, we jumped out and yelled «Surprise!» Crystal was very taken back and started to tear up. We didn’t know what warranted this emotional reaction, but we were sure to find out! We learned that Crystal hadn’t celebrated her birthday in 10 years. She was so over the moon with just a small gesture. Crystal said she was so happy that we took a moment out of the day to celebrate and acknowledge that it was her day. We as a team were touched that we could have the kind of impact with just something we thought was so small, but was so big to her. You’re awesome Crystal and thank you for always being a team player and a wonderful person.
John P.
Employee Since 2016 TWIN CREEK
My story begins with someone I thought was a resident at first, but turned out not to be. He was a friend of a resident and he would often come in the office and use the computers and he was always talking on his phone. After I noticed he was coming in on a regular basis as well as walking frequently outside of the front office, I started to wonder what exactly he was doing here. I started to ask him questions and he was very polite and cordial, and he said he had just had a baby and he was staying with a friend of his, until he could find a job. That was the purpose of the phone calls and the need for the computer. It happened to be a little slow that day, so I told him that Tele performance, a company not too far from where we were was always hiring people. I gave him the website and he started to apply. Once he was finished, I asked him if he wanted me to take him to see if he could get an interview on my lunch break. He agreed and he went in and got the job the very same day. He was extremely grateful! It just goes to show you that you never know when someone might be in need.
Rafael B.
Employee Since 2013
Alex C.
We have an elderly resident, Ms. Faithlyn, that has had cancer a few times along with many other health issues. Our porter, Rafael, and his wife, Amelia, are very humble. And although they never talk about helping her, I know they do. I asked Rafael if he would tell me of some ways that he and his wife have helped Ms. Faithlyn. He said about once a week they go to the grocery store for her and even pick up her medications for her. During Hurricane Harvey, he said that Ms. Faith was very afraid to be on the first floor, so he and his wife stayed in a vacant upstairs apartment with her and her dog.
TUSCAN LAKES
AVENUES
Mike C.
Employee Since 1994 ORCHARD CORNERS
Mike has been a Maintenance Supervisor at OC for over 4 years and with Nolan for 20+. He has always put the residents and not only their needs but wants first. Working at a college student site can be very difficult because a lot of patience is needed for maintenance issues. I am Wowed by Mike on a daily basis in regards to his dedication to his job and to the residents here at OC. It was tricky to pick from many examples of Mike’s WOW service but one story from last week truly stuck out. Being the only maintenance staff on site, Mike also has full-time on call duties. Last week, he received a call at 3am from the Douglas County Sheriff’s Dept. Mike responded promptly to find that an officer was at the property responding to a disturbance call. In true college spirit, a very intoxicated (and pant less) young lady was running up and down the parking lot and yelling causing quite the commotion and bothering residents. Because OC is private property, the officer needed permission to remove the young lady. Now, Mike could have been frustrated, made the call short and sweet and grumbled the whole time. Not Mike. Mike asked if the officer knew her name and what apartment she lived in. He asked if instead of removing her if he would please just escort her back to her apartment and we would reach out to her the next business day to counsel her on her behavior. The officer notified Mike that she did not live on the property and it was at that time that Mike gave the go ahead to remove her and thanked the officer.
Employee Since 2015 I would like to recognize the efforts of Alex Crespo prior to Harvey, during Harvey and after. He was onsite daily to ensure things went as smooth as possible. He was there to help resident with leaks, bringing towels, mops and buckets. He was there to help residents get into their units when they were locked out or just in need. Not only did he help look after his property, Tuscan Lakes, he was also there to help at Two Tuscan, Palms, and Victory North. Palms was without a lead and the rest of their staff could not make it in so he was there to help remedy the brand new gym roof leaks potentially saving thousands in repairs. He also made several stops at Victory North as their entire maintenance staff could not make it in. He handled what he could and calmed the residents whenever possible. He never complained about why he had to look after so many properties he just made sure he did all he could to help. All this with a brand new baby at home.
Ricardo C.
Employee Since 2013 WATERSTONE
One of our residents works out of town. On a Saturday night, he called the answering service at 1:30 am. He left a voicemail saying that he was driving a rental car and that his house keys were left in the hotel. He mentioned that he landed in Houston late and did not realize he did not have his keys. He also said that he wasn’t expecting maintenance to come the same night since it was pretty late. The resident said he was going to sleep in the car. At that time, Ricardo was asleep, but the answering service left a notification on his phone so he listened to the message. He immediately made the decision to come help out. After verifying the resident ID, he gave the resident access to the unit. Ricardo said he wasn’t going to let the resident sleep in the car. The resident was very grateful and called me the next day to tell me all about how much he appreciated the help and support.
John C.
Ernie S.
TWO TUSCAN
BOULEVARD
Employee Since 2008 For those that know John Coyle, they know he is dedicated to excellence in everything he does. His work ethic was truly on display as Hurricane Harvey hit, and struck us all here in Texas. John, like many of our lead maintenance staff, was on the front lines during the storm with little regard for himself. John spent many hours working not only on our site but traveling in the hazardous conditions to Grand Villas, Victory North and Palms. As the calls continuously came in, John was there, no questions asked, no complaints, and with a smile on his face. As the flood water continued to rise John would frequently check the pool room. At one point he was actually stranded there monitoring the equipment for about three hours! The storm got so bad, rain beating down, wind blowing hard, and yet there was John, drenching wet, barefoot, but again with a smile on his face. One other thing that we all find extremely impressive, and something that actually sets us apart from other properties, is that John is very determined to offer same-day maintenance service. Our team feels strongly that John is Nolan’s hero with his outstanding achievements and all-around dedication to our company.
Chatham Hills Team
Duc Le is one of our long-time residents that has lived here for 20 years and that has been a great resource to our community. Our team adores him. Duc Le wife’s father died and the couple told us that they were leaving for Korea for two months and asked if we could watch over their apartment while they were gone. While they were gone our maintenance staff came up with a great idea to surprise them when they came back with new upgrades in their apartment. The maintenance staff replaced their tub, gave them new tub tile and also new flooring in the bathroom and kitchen. Our maintenance staff wanted to show their appreciation to the couple...they were so excited about being able to offer them these new design touches to improve their home.
Employee Since 2015 Ernie Simmons answered a record 58 ER calls for maintenance due to the major power outage event that happened on our property several months ago. He called every single person back and made sure they knew it was a major event that was affecting a large number of units and urged them to get ice for their food not to spoil and gave other tips for coping with the situation. Ernie and PM, Jeff Sloan didn’t go to sleep that Friday night as they continued to solicit updates from the utility on how fast the power would be restored for the residents and provided nearly hourly updates via social media and mass email/text to residents.
Hugo L.
Former Employee LONDON HOUSE
After losing a longtime maintenance supervisor, Hugo, Fred Tucker from Boulevard stepped in without hesitation and has been absolutely amazing. Before coming to London House, Fred had vacation time scheduled for the beginning of October. Rather than having to contract out vendors to help with the make readies and work orders we had, we reached out to Hugo to see if he could come back and help out for a week. Even though he was no longer employed by Nolan, he agreed to work that week in order to keep us on top of our schedule. This was a HUGE help for us. Hugo told us that we could call him anytime with questions or if we needed help during busy turn weeks. He may not be an employee anymore, but he’ll always be part of the Nolan family. He truly epitomizes a team spirit!
Northpointe Ernesto R.
Employee Since 2016
Ernesto is the bridge between the residents and the office staff. After long days of countless work orders, make ready units, supervising the outside staff and the SEVERAL extra things I add to his work load daily he always has a smile on his face. There are moments throughout the week where it is just the two of us meeting in the office and he shares the residents' complaints, wants and needs. On good days, I will hear a story about how great we are doing in the office. He constantly puts himself into their shoes and gives me their "points of view". He is actually "Captain, Never Say No!"
Eloy L.
Employee Since 2007
ASHFORD LAKES / PALMS
Eloy has served faithfully on the maintenance team at Ashford Lakes, which was hit hard by Hurricane Harvey. He is now at a sister property; Palms. In the midst of all this sadness in having to release ALL residents from Ashford Lakes, he went back and forth between properties to help residents move out and gather their belongings with no hesitation. Eloy now lives over 50 miles from his new property and he gives 110% daily. He shows up early to hit the grounds as well as stays late to help out with the extra workload if needed. Since Eloy has started he has been an ‘All-star’ jumping in with the rest of the team from handling the REHAB portion of the property to daily maintenance workload. Eloy, you are amazing and it gives us great joy to have team members like you who come in day in and day out giving us everything you have. We value you as a member of the NRED family.
Price W.
Employee Since
WILLIAMSBURG
One of our residents dropped her keys off of the 3rd Floor stairway landing in the gutter of the entryway dormer. She climbed over the railing to get them but ended up slipping down and was hanging off the dormer. Price and David were in the shop and heard her screaming. They ran out to see her hanging, Price told David to get the ladder but could see she was about to slip off and was able to get up under her enough to push her foot up so she could climb back to safety. She came in and said he saved her life! Whew, that was a close one!
Boulevard Team
The Boulevard Office Team takes turns giving an elderly resident a ride home. She is always walking to and from work at a local business and from the nearby grocery store. When it is hot outside or bitterly-cold you can bet our team will be watching for this resident to make sure she gets a ride on the golf cart to get out of the elements. Small, random acts of kindness mean as much to the giver as they do to the recipient!
London House Team
One of our London House residents is a sweet boy named Isaac whose family does not celebrate Halloween. While we were decorating for the Halloween party, he came in with his mom and asked if they could come to the event. When his mom told him no, it was clear that he was upset. He had mentioned while in the office that his birthday was going to be the same week as the party. While out buying more decorations , our team decided to buy Isaac a birthday balloon and make him a special treat bag. We called his mom on the day of the event and invited them both to the office an hour before the party started. He was thrilled when we gave him his gifts and told him that even though he couldn’t come to the party we wanted him to feel included and special during his birthday week.
Chatham Hills Team
Chatham Hills resident Sister Mary likes to get away every once in a while. A very giving, and caring lady, Sister Mary is always so cheerful, prays for our team daily for good health, and is wonderful to be around. Sister Mary has a blind cat that is the light of her life. She has to leave the cat behind when she travels. When she is on vacation, our staff takes turns going over to her apartment to play with her cat and give it food and water daily. It might be a very simple task for us, but it means the world to her and allows her to travel knowing her precious cat is being taken care of.
HOME OFFICE
HEROES
Andre R.
Employee Since 2008 HOME OFFICE
When our company sites were all volunteering, helping to feed the homeless, Andre was greeted by several people that recognized him from his local church. They were all genuinely happy to see him. He greeted each of them with a smile and treated them with respect and kindness. None of them felt shame or wanted to hide. They must have instinctively known they would be well-received. It says a lot about who he is as a person that none of these people felt shame when they saw him. They all came over and said hello and he took a moment to greet each of them and make them feel remembered and important. We knew with Andre, they had a measure of trust and they valued this.
Kyle S.
Employee Since 1990 HOME OFFICE
While reading Zappo’s “Delivering Happiness” , our CEO Kyle Scott was disgruntled that his electrician once again dismissed his request to fix his TV cable issue. He had a fleeting thought to send him a text, not asking for help, but instead, asking him if he was ok. Approximately two hours later while still reading the Zappos book he noticed his electrician pull up. As he approached with a hug and great attitude, Kyle asked him, are you ok? He commenced to tell me about his wife’s tragic death, on Christmas day, leaving behind four young children and he assumed I knew. We sat on my porch for a couple hours and I listened. “Delivering Happiness” changed Kyle’s mindset, instead of it being about “him”, he believes the message of servitude put him in a different mindset to reach out and check in on someone who is now much more than an electrician, he is now a friend who Kyle checks in on often.
Peter E.
Employee Since 1985 HOME OFFICE
We are truly blessed to work with Peter Engelman. Last week, one of our team members was having a very rough day due to some personal matters and was feeling very down. The next morning, Peter brought in some flowers and told this team member how much she was appreciated around the office and it really brightened her week immensely. It was such a kind and selfless act, and it really made her feel like she was a part of the Nolan family.
Ryan M.
Employee Since 2017 HOME OFFICE
Ryan’s wife, Katie, is the Team Leader of the an Elephant Care Team. Her role involves managing a team of people that care for and train 7 African Elephants on a daily basis. The paintings are part of the enrichment program for the elephants to keep their minds stimulated. Proceeds from the paintings go to several conservation causes that help wild elephants in Africa, including the International Elephant Foundation and Conservation Lower Zambezi. Ryan is so proud of her love and concern for these magnificent creatures! He displays the paintings in his office to help spread the word for the enrichment program.
Julie C.
Employee Since 1997 HOME OFFICE
Following Hurricane Harvey, there was a request to bring in a counselor for our teams in Houston. The company we have an agreement with to provide these services were anything but helpful. They didn’t return phone calls, contradicted themselves and put up as many ‘roadblocks’ as possible to prevent getting us assistance. Julie was dealing with this and it was amazing to see her tenacity and persistence, while remaining professional on the phone. Two things were evident to me: first, Julie does not stand for excuses and incompetence! Secondly, she truly embodies her concern and compassion for her colleagues. While we were in KC we could not fathom what our people were going through in Houston. Julie knew they needed help and she was going to do everything in her power to get it. Many companies talk of creating a family environment, but this was it in full evidence – concern and real caring for your colleagues.
Carissa S.
Employee Since 2016 HOME OFFICE
Carissa is a very kindhearted individual. She spent her free time painting a personal portrait of Peter Engelman that was presented to him during his 30th year anniversary celebration. A true testament of what it really means to go the extra mile.
Sarah A.
Employee Since 2008 HOME OFFICE
A simple ‘How are you?’ to some people is just as simple as that, a timeworn and comfortable greeting. But when asked by Sarah Al Dugom it is a lot more complex. She truly cares and truly wants to know how you’re doing. When she tells you she is one email away it is true. Whenever you need her she has NO DELAY. She takes care of everything! Whether it’s a quick hurricane update letter to residents or a Onesite question; she is there. How can someone who lives several miles away help with issues as if she were on property with you? So thankful to be a part of the chosen few who when she sees my emails pop up; her eyes don’t roll!!! She’s been asked several times to move to Texas...I’m still waiting on her response! This quote was sent to me by her. This pretty much sums up the way she puts things into perspective for me:
Jaclyn K.
Employee Since 2017 HOME OFFICE
I wanted to recognize Jackie for going out of her way to help me last week. I was in Texas for the Budget Meetings, and any time I needed additional assistance with something or needed access to information that was back at the home office, she was there to help without pause. We were in the process of closing on the Orchard Corners sale as well, and I asked her to verify some information with the utility companies, and she gladly made the calls to make sure everything was in order and greatly put my mind at ease. Even though I know she is always busy with the work in accounting, she helped me out without question or hesitation. It was wonderful to have someone back at the home office that I knew I could rely on for help while I was away.
Geneva Y.
Employee Since 2012 HOME OFFICE
Geneva has a BIG heart and is willing to do almost anything to help her team. Recently, one of her property managers needed to travel out of town to attend her son’s wedding. Geneva offered to watch their dog so that they would not have to board “George” during that time. What a selfless act of kindness!
Superlative
Support
Richard B. Employee Since 2014 SUPPORT Richard used to be a leasing agent at Orchard Corners before being promoted to Roving Leasing Specialist in Houston. He had the natural ability to create and maintain great relationships with both prospects and residents. Richard came back to Orchard Corners to cover while the property manager was on maternity leave and then came back again seven months later to help with the student turn. It was incredible how Richard still remembered the new residents’ names and stories. Most leasing consultants do what they can to create a good rapport with prospects, but don’t work as hard to maintain those relationships once they have leased. This is especially true if they are moved to another property, in another state, where they meet hundreds of new people. It ‘wowed’ us to see that Richard had made such a point to keep the OC residents information in mind and cared enough to show that he remembered them. The customer service that Richard exudes makes him an invaluable asset to Nolan. Anonymous SUPPORT One of our long term employees at AL lost their vehicle when it was totally submersed in water during Harvey. Two members of our support family personally gave ($500 each) for a down payment on a vehicle. A third member from our manager group arranged through the generosity of her father to get an SUV for the employee. He contributed this vehicle with a minimal down payment and provided a manageable payment program for her. That is the Nolan family working together not just among themselves, but with their personal family to help as well. What a blessing to have family members of our STAFF participate in such a selfless manner! Lauren N. Employee Since 2013 SUPPORT After the hurricane, communication was imperative. Lauren was available anytime day or night to provide text and email communications for the sites. We now refer to her as “Captain Blaster” because no matter what she had going on, she made herself available with dedication and a positive attitude. We are truly blessed to have such an amazing teammate to help support our site teams and residents. Tracey T. Employee Since 2008 SUPPORT A few years ago a Support Team member was working with Tracey at her house when she got a phone call that her dad had cancer. She hung up the phone and came back into the room and immediately broke out into tears to Tracey. She worried about who was going to take care of her dad with him living alone in Minnesota. Without a moments hesitation, Tracey went into solution mode. She arranged for a flexible schedule and approved it. She called Cheryl to tell her, who was also supportive and told this teammate to go to Minnesota and be there for her Dad. Over the next four months, Tracey helped with lead follow-up, and tracking, and did it all without anyone asking or at times even knowing she was doing it. A direct quote from this team member distills the impact of kindness on individual lives: “I truly believe having his kids there with him for support is one of the reasons my dad bravely fought cancer so hard and is in remission now. I will be forever grateful to Tracey and Cheryl for giving me that time.”
Susan H. & Lorraine M. Employee Since 2013 & 2017 SUPPORT During Hurricane Harvey a former employee of Nolan, Kim P., called Nolan Regional Manager Lorraine, whom she knew from a different company. She told Lorraine that her house had flooded and she had no where to go and asked if there was anything she could do to help. Lorraine immediately called Susan and relayed the story to her. They were able to open a vacant apartment home at River Pointe Apartments and provide a place for Kim. Kim has since applied for the Property Manager position at our new site Virtual Living and is coming back to Nolan! Missy S. Employee Since 1994 SUPPORT When a team member’s mom passed away, other local property managers and staff joined forces to ensure coverage at the impacted site. While she was making funeral arrangements, she says her ‘amazing regional’ Missy found coverage from The Falls, a Nolan sister site, and let her entire staff drive three hours to go to her funeral. This manager’s whole team of Bill, Leslie and Jessica surprised her before the service started and were there for the whole day. It meant the world to her to see each one of their faces! It truly made her feel like Nolan was part of her family. Dewayne L. Employee Since 2006 SUPPORT One of our Construction Services Team members noticed a young woman wandering outside one of our communities....in a shell-shocked state. When asked, “are you okay?” the young woman literally fell apart. Our team member was able to walk her step-by-step through the process of getting on her feet. She was so paralyzed from stress, having a friendly face to walk her through the process of recovery was vital. He was able to simply guide her by saying, ‘First, pack what wasn’t damaged, then come back. I will help you find a mover and some new apartment community options.’ She returned again and again, thankful to just have someone trustworthy to talk it out with . After a couple of days, she came into the office so happy to tell us that her boss was volunteering to help her move. She thanked Dewayne for guiding her through the basic steps to recovery. Shannon A., Danielle G., Meredith R. Employee Since 2007, 2013, 2009 SUPPORT Shannon Averett, Danielle Graeter and Amy Siebert attended the LRO conference In California in May. Little did she know, Amy would need much more than just conference partners. Amy’s greatest fear is not being home if something were to ever go wrong. Unfortunately, she received a call with the most devastating and very unclear news. Danielle & Shannon truly saved Amy in her distraught state. Both immediately held her like a mother does a child and began monitoring all San Antonio News outlets and flights to get me home. There were no flights available that night so we were in for a long night of calls and updates. They encouraged Amy to spend time with
them under the moonlight by the cliffs along the beach shore; they were truly sustaining her. Once at the airport Tracey & Meredith took the reigns via texts and calls to ensure Amy made it on the plane and ultimately home. The encouragement they both provided gave Amy the courage to face anything. A classic Winnie the Pooh quote is just one example of a text Amy received from Tracey. About a month later, Amy received a framed piece of art from the hotel we stayed at. It was the exact place where the group all hung out under the moonlight that night. Beauty truly comes out of the ashes! Amy is so grateful for these girls – they are truly her family. Cheryl D., Brandie R. Employee Since 2005 & 2011 SUPPORT Cheryl ensured that even though she could not attend Amy’s CPM-Certified Property Manager Pinning Ceremony, she made sure her achievement was recognized. The truth is that Cheryl inspired Amy to earn her CPM designation. Cheryl made sure to have four close fellow Nolan teammates flown in for this event, one of which was Brandie who at the time was one of Amy’s managers. Brandie has always had a close relationship with Amy and had goals of becoming a regional herself one day. Cheryl knew this and what a testament this is to show how she encourages promoting from within as Brandie is now a regional manager. It made Amy’s day even more special to have someone that inspires her to follow in her footsteps and be there for her during this special time. Cheryl of course did not stop there. Right before the ceremony, Meredith showed the regional manager a video! This video was set in the early morning hours as Cheryl was running with a spot light on her head. Seriously, her words of wisdom and pride were unmatchable. The actions of her running as she prepared for the 13.1 race spoke volumes to me. Thank you Cheryl for loving us as ALL as one of your own. So honored to be a part of this family and ensemble. Amy S., Tamara D., Marissa M. Employee Since 2008, 2013, 2014 SUPPORT During the absolute hardest time of my life that was overflowing with tragedy after tragedy Amy never left my side along with several other people from my work family. I could feel the walls closing in as I was trying to compartmentalize as much as I could in order to keep putting one foot in front of the other for my two young boys. Amy knew I needed an “escape” to gather my thoughts and also just relax and be thankful for everything I do have. She offered several times to fly me somewhere with her points through Southwest Airlines. When I mentioned one of my best friends was getting married in Costa Rica in November during another conversation she again offered and insisted and said find the flights and send them to me! She not only bought my tickets that night she bought my best friend’s as well so I could have company on this ever-so-needed trip. Amy is always thinking of ways to help others. She has such positive energy and wants the best for everyone. I also had Cheryl step in and without hesitation, she offered to help in many ways. Tami , Marissa, & Meredith were also my sounding board offering so much advice in a moments notice. I will forever be grateful for the people I work with and the friendships I have with each and every one of them. You can see in their faces a calmness that carries over to the person they want to help and a solution always finds its way.
Alvaro M. Employee Since 2006 SUPPORT Alvaro canceled his week long vacation to San Francisco with his wife after hearing of the Hurricane Harvey repairs needed at several of our properties. He did this on his own without anyone asking him to: a totally selfless act. This is how Alvaro operates, he genuinely cares about the people he works with and the properties we own. He treats them as if they are his own investment and that is what being a dedicated employee is all about. Anytime you call Alvaro the first thing he says is “what’s up I’m working”. Alvaro has not even yet begun to think about when to go on that trip again because he knows several important maintenance initiatives still need completing. He is as dedicated and caring as they come...We’re lucky to have him here at Nolan!
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Toni W Employee Since 2006 SUPPORT Toni has always worked tirelessly, in a capacity most would say is ‘behind the scenes.’ However she has a very special talent ,among many ,that allows her to really put herself in the residents’ shoes. She has happily helped with resident calls to our corporate office as needed and any time a regional asks her to be available. She enjoys getting to know them all and really has a knack for seeing a solution because she pictures herself as that person. Toni has a calmness to her and a different view on topics that makes you stop for a minute and say “you know what you’re right” and that is very refreshing. I can count many times where Toni has spoken words of encouragement, and hearing these words come out of her mouth “you can do it” is so beneficial to the person who needs support. Anonymous SUPPORT We were blown away by this support team member who would like to remain anonymous…he inspired our team after Hurricane Harvey with how thoughtful he was. While walking units at Ashford after the hurricane, he found a simple musical instrument in one of the apartments. He said there was nothing fancy about the guitar but standing in this person’s home he could tell music was a big part of this particular resident’s life. He said the first floor apartment was abandoned as it stood. He took the guitar with him, cleaned it up and placed it in a storage closet until he could find out who the guitar belonged to. His exact words were “I know it’s not much, but I’m hoping it might bring him at least a smile.” These residents from Ashford moved into Discovery. The stars were aligned. He didn’t want his name attached to this gesture. It was never about recognition, it was just the act of kindness. Our team got to go over and place the guitar back in its owner’s possession, in his new home. The residents were shocked that something they thought they would never see again miraculously ended up on the other side of town in their new home. It’s humble actions like this that make me so appreciative to work for such an amazing company. He displayed our “customer centric” initiative perfectly!
Magnificent
Management
Helen T.
Bethany E.
GRAND VILLAS
AVENUES
Employee Since 2004 After the hurricane, Helen continued to manage her own site while selflessly offering her time, support and strength to Ashford after the hurricane. This was heartbreaking dealing with the aftermath from a property so close to her heart for over 13 years. She put herself on the frontline, giving all she had to help the residents, Ashford team and construction services. Helen also wasted no time to reach out to several people she worked with that could have been affected by the hurricane to check on them. Truly amazing.
Anh D.
Employee Since 2011
ASHFORD AND PALMS
Anh showed true strength and dedication in overcoming, not only the affects of Hurricane Harvey at work, but also in her own personal life. Transitioning from Ashford to manage Palms in the midst of everything, was a true testament to her strength. And even though times must have been unimaginably difficult, she persevered with determination and a positive attitude. I am so unbelievably proud to call her teammate and friend.
Megan R.
Employee Since 2014 STONE CREEK
Our Assitant Manager, Megan, was able to help a resident who was out of town due to her mother being ill. The resident was unable to pay her rent on time and unable to pay online. The eviction process was already underway and court was scheduled the next day. When Megan received a call from the resident asking how she could pay her rent, Megan told her she could pay by Western Union or MoneyGram at Walmart. She did not have anyone in the Killeen area to pick up the MoneyGram. Megan volunteered to go to Walmart and pick up the Money Gram. Megan collected the funds and was able to stop the eviction . Our resident was very appreciative. We received an email shortly after from the resident t referring to our Stone Creek team as “her family.”
Employee Since 2014 Employee Georgina lost everything during Hurricane Harvey. She has been a long time employee of NRED and lived on-site at Ashford Lakes. All Ashford residents had to relocate due to the extent of the damage. Luckily, Avenues had a temporary housekeeper position available for Georgina. Brandie shared Georgina’s circumstances and Bethany immediately wanted to help. Georgina was able to move into an apartment at the Avenues. She lost her vehicle in the flood and had no furniture. Bethany was able to connect with someone on LinkedIn who was offering living room furniture to someone in need. While Bethany did not reach out in person, she sent a text and began to discuss Georgina’s need. After sharing Georgina’s contact info, they were able to work out delivery. A few days later, they delivered a chaise lounge, couch, lamp, coffee table, laundry basket and then returned 30 minutes later with groceries. What a blessing this couple was to do this for a complete stranger. Although there was so much devastation and loss as a result of Hurricane Harvey, it has restored Bethany’s faith in humanity.
Natalie V.
Employee Since 2017 TWIN CREEK
Natalie rented an apartment to a young woman with her two kids. The young woman was sweet, bubbly, and had an infectious personality. You would never guess that she was going through one of the hardest times in her life. She was in the office filling out paperwork when another resident, who happened to be a friend of hers, came walking into the office. She grabbed her and gave her a big hug and she started tearing up. Natalie could tell there was definitely something more than her just renting an apartment. She was getting a divorce and it was the first time she was actually going to be on her own. Natalie shared her own story and how she had been through something very similar. Natalie reassured the resident that she is not alone and if she needed anything, she could call her no matter what time of the day or night. When she moved in, Natalie delivered a big bouquet of flowers and a bottle of her favorite wine. She was very appreciative. Natalie realized that you never know what someone might be going through when they walk through your door.
Amanda H.
Employee Since 2015 TUSCAN LAKES
Amanda received a call from a resident asking for a major favor. They were in New York, three days before their wedding day, and he forgot his birth certificate to get the marriage license! He was in such a panic and was so embarrassed. He asked if she would go to his apartment and retrieve it for him. Amanda immediately said yes...This one single piece of paper was all he needed so he could marry the woman of his dreams! After retrieving his birth certificate, Amanda got the address, went to FedEx and sent it to him. He called two days later to thank Amanda! He said without her this day may not have happened. He got to marry his beautiful wife and enjoy their honeymoon without any more stress!
Terry O.
Employee Since 2006 STONE CREEK
Terry had the opportunity to actually sit down with a resident and get to know her on a somewhat personal level during a few conversations. Terry realized that this resident was going though a financial struggle and could use a little help. Not knowing if she had food to eat or gas to get to work, Terry decided to help her with groceries and gas. It was very humbling for Terry to see the look of appreciation on the resident’s face.
Sara F.
Employee Since 2014 WATERSTONE
We had a lot of quick move-ins after Harvey. One move in had lost everything. They leased with another leasing agent, but didn’t realize we didn’t open until 1pm on Sunday. They were homeless, living with acquaintances and were eager to get in Waterstone as soon as possible. They missed having their own home and were not sleeping well where they were staying. Sara took it upon herself to come in at 9am on a Sunday to give them keys and access to their new home. Everything was ready for them so they were able to have their own home sooner than later. They were very grateful.
Sheila P.
Employee Since 2004 SPRING TRAILS
A resident was being evicted and their parents were cosigners. They tried to hold off paying their son’s
delinquency to avoid enabling him. At 5 pm the day before the court date, the mother called Sheila stating she would pay his balance. In the eviction process, we have to have a money order. Living in Houston and dealing with the floods, she could not get a money order. I suggested she wire money to Western Union for her son. He was out of town as well. Sheila told her to wire the money in her name. When the wire was complete, Sheila went to the store, picked up the money, bought a money order and was able to dismiss the eviction. A week later, Sheila received a beautiful floral arrangement with a note thanking her for going above and beyond.
Jordan G.
Employee Since 2016 GRAND VILLAS
Everyday Jordan gives 100% to his staff and residents no matter what kind of day he is having. He always goes above and beyond to cater to everyone’s needs. Jordan was one of those affected personally by the hurricane. He lost his car and was also displaced from his home for several weeks. Jordan came in everyday with a smile on his face, ready to serve his community. We were in the office leasing apartments nonstop, as well as making sure our residents were comfortable. One day in particular Jordan leased 7 apartments!!! He got all of their paperwork together and their files completed in one day. Jordan did not complain about his situation at home or that he was going through a hard time himself...he just left everything he was going through at the door and came ready to work hard. It was an amazing thing to watch given his circumstances. He embodies everything that is Nolan. He provided extraordinary service and was caring and genuine while keeping his team members empowered to keep pushing forward. So, thank you Jordan for being a true representation of what Nolan is all about. You Rock!!
Jenny B.
Employee Since 2016 TUSCAN LAKES
One of our longtime residents had knee replacement surgery and was confined to her apartment unable to walk. She received packages several times a week. Jenny would help by taking her packages to her apartment. While she was there, she would sit and visit with her and make sure she was doing alright. Jenny would even offer to take out her trash to the compactor. She was so thankful for all of Jenny’s help.
Karina M.
Employee Since 2016 PRESIDIO
Karina is a single 23-year-old that regularly has plans to spend evenings with her friends or just relaxing. Lili is my 10-year-old daughter that loves Marvel movies, crafting, and dogs. To think that this would be a friendship for the ages would have been unthinkable. It was movie night at Presidio and we were showing Guardians of the Galaxy 2. This being one of Lili’s favorite movies, she could not have been more excited. I work a second job on Thursday nights, so her older sisters had planned on taking her that evening. The same day, Karina had made plans with her friends to have a night, out. That night Lili calls me upset that her sisters weren’t able to take her to the movie. Karina came over and Lili got excited and asked if she was going to watch the movie. When Karina said no, her heart sank and her little eyes filled up with tears. Later, I got a call from Karina. “Mari, call Lili and tell her to get ready. I cancelled my plans and we’re going to watch the movie.” I immediately told Karina that she didn’t need to do that and Lili would be okay. Karina responded with “I’d rather watch a movie with Lili anyway.” I immediately called Lili and told her that Karina was taking her to the movie and she said “Karina is really an amazing person.” Since then, Karina and Lili have had regular movie nights, where Karina shows Lili her own childhood favorites and they have planned several craft dates. At 23 years old, Karina didn’t think twice about giving up her free time to make a 10 year old little girl happier than I could have imagined. It’s not often that young adults realize it’s not always about giving money. Sometimes just giving your time is the best gift of all.
Alexandria A.
Employee Since 2017 TWO TUSCAN
A few short months ago a wonderful, high-spirited, young lady- Alexandra Alamo came looking for employment, but I think she may have found a work family, and we are so glad she did. Our story begins with a very long online leasing process with three wonderful ladies moving overseas here to the US to teach Chinese. The whole event was a cluster, her arrival dates were wrong and she had the understanding that the community was going to pick her up. My team immediately scrambled to make sure the home would be ready for her and contacted the school assisting her in her move. When Catherine arrived, Alexandria greeted her with open arms in a literal sense. Over the next couple of weeks she assisted Catherine with the dayto-day items like shopping, transportation, using Uber, and simple tasks like appliance operation. In conclusion,
our three international teachers are thriving and enjoying their home. Alexandria has received a welldeserved promotion to a full-time leasing specialist. Her spirit and kindness is infectious and exactly what Nolan is looking for as we start our journey of becoming truly customer-centric.
Naomi S.
Employee Since 2013 ROWLETT CREEK
When a resident was hospitalized from an accident, Naomi went to the hospital. Not only did Naomi visit the resident, but she picked up his dog from the hospital and cared for it, until he was released. The resident chose to renew, so that he could stay around people who were “so loving and selfless.”
Meghan B.
Employee Since 2014 Rowlett Creek
Last Christmas, a resident shared with the office that she was going through a financial bind, and was disappointed that she was unable to buy a Christmas tree for her kids. She had recently divorced, and was sharing custody of her two kids. She was very upset, but commented that she was at least glad that the kids would have a tree at their Dad’s house. Anonymously, Meghan and Naomi went and purchased a tree and left it at the resident’s door. She never knew who delivered the tree.
Amy J.
Employee Since 2015 DISCOVERY
While doing unit inspections with Amy Jackson from Discovery, we attempted to gain access to a unit when Amy mentioned that she knew this particular resident fairly well. When I asked how, she proceeded to tell me that the man who lived there had been diagnosed with cancer and he had no support from any of his family members. Amy mentioned that she was so touched by his story and the fact that he was such a good person that she routinely checks on him and cooks food for him whenever she can among other things. When the resident opened the door, you could immediately tell that he had an immense amount of respect and care for Amy. What Amy has done over the past several months with this resident has been amazing. The best part about the story is that they truly cherish their friendship.
Amber S.
A Springhill resident was recently challenged with health issues, and had a new medicine to pick up at a local pharmacy. This resident was completely panicked because she had no transportation at the time and it was too far to walk. Our property manager Amber overheard her asking for another resident’s help and told her that if she could wait till after 6:00pm, she would be glad to take her to the pharmacy. And she did. With everything she had going on, she was still willing to extend herself outside the scope of being the manager, and our resident was very touched. Our team is proud of the personal rapport Amber inspires us to develop and maintain with our residents.
experience for her. She had numerous questions and concerns and Jeff handled them with his signature style of endless patience and a relaxed manner that he uses to deal with everything that arises at The Falls. Several anxious phone calls later, move-in day had arrived and unfortunately the moving gods were not in Karen’s favor. Her movers did not show up as scheduled. Since Karen was moving from a long distance she had already made the trek to our community, assuming of course, that all of her belongings would be arriving after her. Unfortunately, there were issues and the movers were delayed for several days. Jeff took it upon himself to make sure she had blankets, a few pieces of cookware, and sat with her helping her program her new phone to make sure she was comfortable and familiar with what we and the area had to offer her. Needless to say, this made quite an impression on Karen and she quite regularly comes down to chat and bring little gag gifts to Jeff. This is just one of many times I’ve seen Jeff go above and beyond for a resident, coworker, or vendor.
Kimberly V.
Copper Mountain Team
Employee Since 2013 SPRINGHILL
Employee Since 2016
ASHFORD LAKES / GRAND VILLAS
Kimberly was a part-time leasing professional at Ashford Lakes before Hurricane Harvey wreaked havoc on the City of Houston. Due to the damage caused by the hurricane, Kimberly had to be transferred to a sister property Grand Villas in Katy, TX. Kimberly lost her car during the flood and was very limited on transportation. Additionally, she was forced to vacate her home of 7 years and move in with her in laws. Kimberly did not let this situation get the best of her, anything we asked of her she was there to support both property teams and be a real contributor. Kimberly had to bounce back and forth between Ashford and Grand Villas. For two weeks, Kimberly was assisting residents from Ashford in signing their lease termination forms, helping her neighbors retrieve the little items that were left from their homes, and was an overall support for our construction manager who was there on-site. When Kimberly was not at Ashford, she was being a leasing superstar at Grand Villas assisting with many flood victims, and making sure the residents there were all well, in addition to assuring all her former residents felt as comfortable as possible in their new surroundings. Kimberly embodied everything that it is to be a part of the Nolan family. She was out making a difference in our community by providing extraordinary service.
Jeff S.
Employee Since 2014 FALLS
Karen, a new resident, began contacting us in August looking for a new home. Since Karen had never lived in an apartment, this was an entirely new
Recently, our Copper Mountain Team traveled to Houston for our annual company picnic. As we turned onto this two-way street, we approached a truck that had collided into an overpass, which appeared to have occurred right before we pulled up. Stunned, for a moment, we sat contemplating, thinking that our only option was to find an alternate route. Instead, one of the team members mentioned getting out to help at least move the debris out from the middle of the road to allow other people to move around the vehicle safely, until the local police arrived. Everyone simultaneously chimed in, and we all found ourselves hopping out to lend a hand. There were a few other vehicles that stopped to help as well. But it didn’t stop there. Our guys began directing traffic without hesitation and without saying a word to each other. None of us are likely to forget this one small act performed as one. In that moment, each of us realized the true power of teamwork...and that united we can move mountains!
Real Residents
Anonymous
Resident Since 2016 WATERSTONE
After Hurricane Harvey hit Houston, we had a lot more new moveins. One of our residents decided to cook meals for all the new people that had lost their home during the hurricane weekend. She did this out of kindness without expecting anything in return. She came to the office to let us know if anyone that we knew needed any food, to let her know.
Zach T.
Resident Since 2017
ORCHARD CORNERS
Robert
Resident Since 2014 ASHFORD AND GRAND VILLAS
Robert is one of our residents here at Grand Villas. He was transferred from a sister property, Ashford Lakes due to Hurricane Harvey. Robert had a 10-year tenure at Ashford Lakes. So when he came to Grand Villas, he was very pleasant to deal with because he was an ideal Nolan resident. He was kind, honest, & understanding. It wasn’t long after getting settled into his new home, Robert came down to the front office and had a simple request. Robert said he would love to help one of his fellow residents out this month. He reaches into his back pocket and pulls out his check book and says, “I would like to pay someone’s rent for the month of September.” We proceeded to tell him, “Oh no! You don’t have to do that,”but he insisted. So we helped him make someone’s month and turn a negative situation into a positive one. It took everyone in the office by surprise because of everything that this man was going through...leaving his home of ten years and only having five short days to do so!! So, to think that he was not only thinking of his situation, he was coming up with a way he could be a blessing to someone else. We just want to say thank you to Robert for being an outstanding Nolan resident and thinking about others before yourself.
Zach is constantly thinking about the other residents and sharing information that can help improve everyone’s living experience. When he found out that the City of Lawrence was not making accurate measurements for our water bill, he immediately notified us to let us know how it would also affect other residents. As soon as the new bus route information came out he was the first to inform us so we could let all of our residents know. He is constantly giving back when he can and helping to make our residents’ experience as good as his own. He is also a huge donor for our Lawrence Humane Society drive each year.
Emmett J.
Resident Since 2017 SPRING TRAILS
Emmett works at a Billiards store. As a result of a J. Turner survey regarding a full set of billiard balls, we contacted him to get a price for replacement. He brought in a full set with four billiard sticks as a gift for making his move in September a very nice one and is always smiling when he enters the office!
Cassie S.
Former Resident Since 2013 ASHFORD LAKES
Cassie lived at Ashford Lakes along with her husband and dog until they recently just closed on a home near by. They still wanted to stay in the neighborhood since they LOVED the location of Ashford Lakes. Their move out date was supposed to be 8/29/17, just days after the devastating Hurricane Harvey. Luckily they were able to start the week before since the house was ready. During this time, Cassie and Justin were going back and forth helping their former neighbors. It was the little things like updating us on weather, telling us which routes to take and even offering. Every bit helped since we did not have power on the property. She contacted me through social media to check and see if the team or our work family needed anything since Cassie knew most of us lived on property. They chose to come back daily throughout the storm week and just help out in any way shape or form! She even offered rides to residents to go get their vehicles out of the parking garage once the water resided. It just goes to show how much they really cared about the staff at Ashford and their neighbors’ well being! With all that support and help we’ll forever be grateful. Couldn’t thank you enough Cassie!
Cindy A., Robert B., Angie B., Gabby B., Dustin R., Jaquelin B. Residents since 2016 STONEGATE VILLAS
Hurricane Harvey’s devastation around Stonegate Villas was truly heartbreaking and we were extremely fortunate to deal with only minor damage. In the days that followed the heaviest rain, I went out with a group of about six residents to the front of our relatively dry property to asses the damage. That’s when we saw people down the street struggling to find a place to land from their boats. Our residents here did not hesitate and immediately jumped into action. From about 10 am to 5 pm my group of awesome residents was able to help a lot of people get off of the boats, dry off in front of our property and get to a shelter. We all helped coordinate a route from Stonegate to the church down the road so that people could get some dry clothes and have a place to stay that night. Although we didn’t get a picture of the whole crew( My phone would not have survived) the news did capture some of our residents’ good deeds, like in the picture attached. It was a true testament to the community we’ve built that these people, who didn’t know each other, were out in waist-deep water working as a team to help their fellow neighbors during such a devastating time.
Amy W.
Resident Since 2017 RIVER POINTE
During Hurricane Harvey, Amy reached out to us suggesting that the office take in donations to help people in our local area. She expressed that since our particular community was not affected, she felt led to help others who did. Due to one tiny suggestion, we were able to donate several boxes of food and water as well as clothing, dog kennels, baby supplies, and various other items to Conroe Crisis Center.
Joanna C., Nicholas H., Winston R., Thomas W.
Residents Since 2012 and 2016 TUSCAN LAKES
Immediately upon knowing there were people affected “in the area” our residents immediately sprung into action. They all asked how they could help whether with money, supplies or their personal assistance. There was NO time to even get clothes, food, valuables, diapers, medicine and other vital things needed. At that time, at Tuscan Lakes, we did not have any need for money or physical help, but we knew those flooded would need clothes, children/baby supplies, food and any other needed items. These four amazing residents led the charge to gather supplies for those affected at Victory North. We had countless others who helped empty their closets and pantries to donate, but again these 4 were there before the storm was finished and long after looking for items needed. Once the need for clothes and food subsided, the need for bleach and cleaning supplies were in high demand. They all, again, reached into their own pantries and/or pockets to help. This was the true American spirit; strangers helping strangers no matter the cost or risk to themselves.
Anonymous
CHATHAM HILLS
One of our residents at Chatham Hills found a 2 year old little girl wondering the streets in the Candletree section of our property. She was not wearing any clothes and appeared to be filthy. Her mother and grandmother were home, and were napping during the day. While they were napping, the little girl opened the front door of their apartment and started wandering the property. The little girl walked past a creek, several roads, and quite a ways before somebody saw her. A young woman spotted the little girl. She went over to the little girl, gave her an extra shirt she was wearing and covered the girl as best she could. The young woman also went out of her way and brought her to our Leasing Office so we could contact her family to let them know we had her and she was safe. As soon as she got to the office the little girl was so scared she wouldn’t talk, eat a snack, or anything. We kindly thanked the lady that found the child. Without her help, who knows where this little girl would have been today. This is a story our staff will never forget, and we are forever grateful the little girl was saved by a wonderful woman.
Copper Mountain Residents
Copper Mountain’s residents have always talked about doing something for our team. They actually came up with a great plan to throw the Assistant Manager a full baby shower! They were all very excited to get together to offer decorations, food, games, drinks etc. The turn-out was terrific! If they weren’t stopping by to say hi or drop off a gift, they were texting through Knock or calling to say congratulations! To this day we still get a resident from time to time that stops by with kind words or a thoughtful gift. It’s definitely amazing to see that the residents are happy enough where they live to come together to create an event like this for a team member!
Dayna C.
Resident Since 2017 LONDON HOUSE
Dayna is a new resident that has gone above and beyond for not only the office staff, but for fellow residents as well. We are currently under staffed in the office and had our big Halloween party on the 13th. Dayna took the time to help with making some of the treats for the party and also helped decorate the office. It was a huge help in a time crunch to have everything ready by the event starting time. She also stayed afterwards to help clean up. On another occasion, Dayna was visiting in the office and overheard a resident that had been struggling to pay rent one month. The resident with the late rent was short $22 and said she would try to have it completely paid off within the week. After the resident left, Dayna went out and got a money order for the $22 and told us to put it towards the other resident’s balance. She wanted it to be anonymous and for us to tell her that everyone can use a little help from time to time. Dayna didn’t know this resident or know her situation. She saw someone in need and acted without hesitation. She is a woman with a heart of gold and we are lucky to have her in our London House community.