200 Fairbrook Dr, Suite 101 Herndon, VA 20170
Lincoln Messenger issue 11 • february 2016
Connectivity: Simplifying Social Listings. page 2
How Karate Leaves a Lasting Impact. page 5
Trees for Troops: Congressional Recognition! page 6
inspiration
A Letter from Philip: Inspiration Station Last year was full of great accomplishments in each region, and it would not have been possible without the hard work and dedication shown by our OUTSTANDING team. We finished 2015 with record levels of occupancy and customer satisfaction, a testament to YOUR commitment to meeting our shared mission of providing our residents with EXEMPLARY service, THANK YOU. We also took time to continue our evaluation of our day to day operations, and found that we have some opportunity to further improve.
“…Importance of thorough organization - is felt, and appreciated by our friends everywhere. And yet it involves so much more of the dry, and irksome labor, that most of them shrink from it…” – Abraham Lincoln, 1861
As Lincoln Military Housing enters it’s 15th year, we are in the midst of doing the “irksome labor” to ensure that we are operating each day as an efficient company. In 2016 we will look to further our goal of operating more consistently across the country and will introduce tools and systems to help our team succeed. From the long awaited Yardi 7s, to a new Payroll System, revised Job Descriptions and improved Performance Appraisal process – we are going to continue our push to get better. At the same time, I will also add that change can be stressful and difficult, especially if we do not fully understand “why.” I am committed to making sure that a “why” is attached to each decision we make and if you find that you do not understand and/or are not satisfied with the explanation provided - please feel free to keep asking and, if necessary, contact me directly (949.381.7503). - Philip Rizzo, Vice President of Operations
Philip Rizzo is the Vice President of Operations for LMH and is responsible for the overall management and daily operations. As a former soldier and son of an officer, Philip is committed to serving the men, women and families LMH is privileged enough to call our residents.
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department updates
Coming in 2016, Connectivity! Connectivity is an online reputation management platform that empowers our team to know what our brand perception and reputation is on the web.
in this issue inspiration
Connectivity has an easy rollout process which will include extensive training and supplement materials for reference. Marketing, Training, and the Call Center will be collaborating to rollout this program. In the near future we will distribute marketing pieces promoting our new online review program!
page 1
A Letter from Philip: Inspiration Station department updates
41% of shoppers used rating and review sites when searching for a rental home. 61% of residents said they would be willing to post a positive review however, only 16% said they have been asked to post a review.
pages 2 & 4
Coming in 2016, Connectivity Marketing Updates Call Center RECP lincoln news
pages 3 , 6 , 7 , 8 & 9
Red Shirt Fridays Team Development RED Shirt Fridays Lincoln Employee Milestones
Connectivity features a SatisFacts like dashboard that provides a reputation rating, assists with claiming and updating business listings and review sites, email alerts to ensure timely response to inquiries, reviews, and much more!
Annual Christmas Tree Giveaway
Did You Know:
A Year in Review services and charities Community Service Mission Moments Lincoln Charities
pages 5
Rating and review websites are now in the top five sources when searching for a rental home.
Marketing Updates In December and January, we held the first LMH Marketing Planning and Brainstorming Sessions in the Crennan North and South Region. We developed the session to create a collaborative environment that will train our teams and also give them a platform for sharing ideas on how we can improve our marketing at the site, regional, and national level. The primary goal of the session was to preview and plan for 2016 regional marketing initiatives, supply training on systems and tools, and brainstorm on strategies and tactics to promote LMH.
Planning & Brainstorming Session
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This meeting was a huge success and beneficial for all of our team members who attended. We are looking forward to having marketing and brainstorming sessions nationwide in the coming months!
lincoln news
Lincoln Employee Milestones We are proud to have such dedicated, highly skilled and caring team members, always seeking to improve the quality of life for our military families. Please join us in congratulating the members of the Lincoln Military Housing team listed below who are celebrating their milestone anniversaries.
Browne Region: Festive RED Shirt Friday at the Village at Serra Mesa
RED Shirt Fridays Remember Everyone Deployed (RED) Fridays: LMH teams are wearing red on Fridays to support the sacrifices of servicemen and servicewomen overseas. Thank you, LMH, for showing your support and keeping our troops in your thoughts. If your installation participates, please send all photos to LincolnMilitary@lpsi.com.
Five years Samuel Angeles James Yoakum Ingrid Castillon Cristian Enriquez Kimberly Andrews Logan Nounnan Jose Ruano Jauregui Ten years Anthony Meyers Verner Feesago
Crennan Region:
Team Development With a new year on the horizon, we want to highlight some of the exciting changes coming your way.
2016 Projects: Roll out of new Job Descriptions (District Core Jobs) NEW Annual Performance Review software
Five years Jennifer Hudson Joyce Barbosa Marcus Cook Ten years Kimberly Porter Gloria Bennett Gary Wacikowski
Upgrading our payroll software and introducing a time clock system
Scott Region:
NEW and improved, Safe@Lincoln program
Five years Michele Rangel Troy Dunsmore Madeleine Jazmin
Upgrading Grace Hill Updated Personnel policy manual Updated Employee Handbook Upgrading Yardi Voyager to 7S, Military Build We are looking forward to sharing these new tools and resources with everyone in the coming months! A special thank you to each of you who contribute to projects through participating on committees, in focus groups or volunteering your time to share feedback. These projects would not be possible without your help and hard work. We appreciate you!
Ten years Michael Beardslee Samuel Craft Viana Lopez Elizabeth Perez
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department updates
Summer Call Olympics
Summer Call Olympics
Call Center As summer came to close and we looked forward to the fall and holidays, we recognized our GOLD medal winners from our Summer Call Olympics, who included David Alfonso, Clarice Crain, Susan Dennison, Natasha Long-Rangel, and Felisa Martinez! We appreciate your dedication to our service members and their families!
For the call center team, we hit our 200,000th call on December 14th at 12:41pm. Ivonne Lopez had the honor of answering this special call! Did you know? We now have a SatisFacts page within our Knowledge Center! This page is filled with everything you ever wanted to know about SatisFacts including our Survey Scores. If
RECP Lincoln Military Housing’s first large-scale solar energy project is nearing completion and showing great results. SolarCity Corporation has completed installation of roof-top photo-voltaic (PV) systems on 23 of the planned 28 San Diego Family Housing (SDFH) communities in the San Diego metropolitan area; installation of PV systems in the remaining five communities will take place following completion of capital improvements in 2016. Under a power purchase agreement (PPA) with SolarCity, these rooftop systems, producing a cumulative eleven mega-watts (MW) of electricity, offset up to 45% of the electricity 4
Summer Call Olympics
you haven’t seen it yet, be sure to check it out TODAY! Thank you LMH Teams for making 2015 a year filled with incredible teamwork, amazing service and steadfast dedication to our residents! Can’t wait to see what 2016 will bring!
SDFH would otherwise purchase from San Diego Gas & Electric Company. To date, these PV systems have provided over 4,000,000 kilo-watt hours (kWh) of environmentally-friendly, low-cost electricity to 6,000 military family homes. With the success of the SDFH project as an example, Lincoln Military Housing is pursuing additional solar PV projects across its portfolio of more than 31,000 homes. The goal is to add 50 MW’s of PV electricity generation systems. Planning is currently underway to add rooftop PV systems to an additional 3,200 homes in seven SDFH neighborhoods, and the first community in Brown Region to go solar, Catalina Heights. Additionally, planning is taking place to install PV systems on Marine Corps properties in the Camp Pendleton & Quantico Housing portfolio (Browne Region) as follows; 3,300 homes at Marine Corps Base, Camp Pendleton, and 600 homes in the Vista Del Sol community, 29 Palms California.
services and charities
United State Karate Instructor and Lincoln Military Housing Residents
Community Service Mission Moments On Tuesday, September first, Santo Terrace held their Fall Expo. Among the vendors who participate was the United State Karate Academy. An Instructor came up and told us an amazing story about twins that live in Santo. He said that four years ago a mom with twin girls met him at an event. She explained that her girls never stick with an activity for more than two months. They both have autism and she was having difficulty finding an activity that they enjoyed doing. She brought them into the karate studio and four years later they are still participants in Karate. The instructor was at the Santo Expo with a booth and the family was walking around. They were very excited to see one another and the instructor asked the girls if they would do a presentation of their moves for all the residents. They are now trying out for the Demo team to do live performances for the Karate Academy. He said that he is not allowed to say this but, they are his favorite students.
Instructor and Students
This is just proof that our vendors and our residents do connect with one another and make a difference in each other’s lives.
Lincoln Charities Lincoln Charities has had a big year! Starting a Request for Assistance has never been easier using the online form, online donations are now available, and t-shirt drives have really kicked off a “change” in Lincoln Charities. Stay tuned for more details about upcoming “change”. Your donations have been able to provide assistance for 25 families this year totaling more than $161,000. You can read some of the stories about the employees that have been helped this year on our blog available on lincolncharities.com. Remember the best way of helping our charity is through Automatic Payroll Deduction. 5
lincoln news
LMH Mission Statement At Lincoln Military Housing, our mission is to provide military families with exemplary service in a quality home environment, employees with unparalleled opportunities for personal and professional development, and military partners with quality homes and vibrant neighborhoods.
LMH Core Values From left to right: Philip Rizzo, Tommy Marquez, Lincoln Military Housing Family, and Gail Scott
Annual Christmas Tree Giveaway For the past eight years, Lincoln Military Housing has hosted the annual Christmas Tree Giveaway event in San Diego, California with the sole mission of spreading holiday cheer – and giving away several hundred trees. Each year the trees are donated by Trees for Troops and shipped to our venue by FedEx where our jolly volunteers pair up Christmas trees with waiting families to be whisked away and dressed in their holiday best.
“Our jolly volunteers pair up Christmas trees with waiting families to be whisked away and dressed in their holiday best.” Tommy Marquez, representing Congressman Duncan Hunter, first read about the annual giveaway in our monthly newsletter. This story lit a spark and this year he came to the event with a special Certificate of Congressional Recognition for Lincoln Military Housing. The certificate was presented by Tommy Marques representing Congressman Duncan Hunter.
join the conversation Connect with Lincoln Military Housing through social media! We would love to hear your thoughts and opinions about the content covered in this newsletter! Please visit LMHFeedback.com to share your comments or suggestions on what you would like to see featured in the next issue. 6
Balance: We all take responsibility for creating and maintaining a healthy work-life balance for ourselves and each other.
Commitment: We passionately strive each day to deliver on our mission to serve our residents, our partners and each other.
Integrity: We are honest and truthful, we do what is right–ALWAYS.
Respect: We strive to treat others as we would like to be treated.
Empowerment: Each of us is encouraged to take initiative, ownership and make good business decisions in the best interest of those we serve.
Communication: Our interactions with each other are respectful, we listen with an open mind, provide honest feedback and we are receptive to new ideas.
lincoln news
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lincoln news
Crennan South Region
Training Department
Scott Region in the Veterans Day Parade 8
McKay Region
lincoln news
Browne Region
Call Center
Crennan North
Brown Region Plays for Charity 9