200 Fairbrook Dr, Suite 101 Herndon, VA 20170
Lincoln Messenger issue 12 • april 2016
Connect with LMH on LinkedIn. page 2
inspiration station
A Letter from Philip: Cause and Effect “Every effect must have its cause. The past is the cause of the present, and the present will be the cause of the future. All these are links in the endless chain stretching from the finite to the infinite.” – Abraham Lincoln We kicked off 2016 with our Annual Gold Medallion Awards, and it was great to celebrate the accomplishments of such an incredible group of dedicated individuals who were recognized for the OUTSTANDING work they put in during 2015. It was also a great reminder of the potential cumulative impact that each, seemingly mundane or routine, daily task
Welcome Lewis-McChord Communities! page 3
Highlights from the 2015 Gold Medallion. page 5
can have when executed well, day in and day out. The result is evident in our earning multiple awards from CEL for the high marks our residents gave us on the Resident Satisfaction Surveys, as well as our National recognition for our industry leading SatisFacts scores. We have spent the last several years working towards a more unified Lincoln Military Housing, with increased communication across Regions and Departments. The result of your hard work and willingness to change made it possible for Lincoln Military Housing to expand the number of Service Members we support. As of April 1st, Lewis McChord Communities, which is an Army RCI project serving over 5,000 families at Joint Base Lewis-McChord, south of Seattle, is now a part of the Lincoln family. We are excited to continue to grow together as we look to deliver on our mission every day. Make no mistake, the work we do today will shape our tomorrow! – 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
Marketing LMH is Now on LinkedIn
in this issue inspiration
page 1
A Letter from Philip: Cause and Effect department updates
Lincoln Military Housing is now on LinkedIn! We will be utilizing LinkedIn to connect our network of LMH team members across the country and to engage with our partner, other businesses, and potential team members. Be sure to visit www.linkedin.com/ company/lincoln-military-housing and follow us today.
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Marketing Call Center
to experience service that is stale. This year, our call center team is focusing on Keeping It Fresh! The “it” isn’t just our service, “it” includes everything we do as a Lincoln Military Housing employee. Our goal is to think outside our current performance and find a way to perform in a fresh and maybe new way. Recently, we asked the team to play a game of Scrabble on our mural board. The objective of the game was to create words on our Scrabble board that would best describe how they will ‘Keep It Fresh” this year. Playful, Share, Innovate, Loyal, Learn, Fun, Care, Wow and Partner are just some of the words the team formed on our Scrabble game board.
RECP lincoln news
pages 2, 3, 4, 5 , 6, 7 & 8
RED Shirt Fridays
We are currently in search of subject matter experts that are interested in becoming content contributors for LinkedIn and our other social channels. If you are interested in learning more about this program please email agorski@lpsi.com.
Welcome JBLM Employee Milestones 2015 Gold Medallion Winners Lincoln’s New Performance Appraisal is Here! LMH Mission Statement and Core Values services and charities Lincoln Charities
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Call Center Have you ever eaten bread that was stale? Doesn’t taste good, right? Nobody likes stale bread! And I’m positive no one likes
Keep it Fresh Scrabble at the Call Center
What word would you create to keep your performance FRESH and not stale? Let’s work together to ensure our common goal within our Mission Statement does not go stale but receives the highest score possible when combined! And it’s spelled T-E-A-M-W-O-R-K!
lincoln news
RED Shirt Fridays Remember Everyone Deployed Fridays. LMH teams are wearing RED on Friday to support the sacrifice of the servicemen and servicewomen overseas. Thank you LMH for showing your support and keeping our troops in your thoughts.
RED Shirt Fridays
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If your installation participates, please send photos to LincolnMilitary@lpsi.com
lincoln news
Welcome JBLM On Friday, April 1, 2016, we welcomed Lewis-McChord Communities to the Lincoln Military Housing team. The team was in full swing right away, but they did take some time to enjoy the welcome luncheon. We want to thank all of the support staff and JBLM team members who made the first day of launch a success. We would also like to thank all of the teams that participated in the welcome video. Welcome to the team, Lewis-McChord Communities.
JBLM Welcome Lunch
JBLM Welcome Lunch
JBLM Welcome Lunch
department updates
RECP Resident Energy Conservation Program (RECP) Managers for Scott and Browne Regions recently traveled to Yardi Energy Solutions (YES) headquarters in Colorado Springs, CO for Lincoln Military Housing’s “Year in Review.” The visit by Robin Baskin (Scott Region) and Andy Killion (Browne Region) on January 20, 2016, included meetings with YES leadership and a tour of their headquarters facility. The review capped a busy year in which we saw the last of LMH communities go “live” under RECP, as we simultaneously ushered in a new era for LMH with the implementation of our first large-scale renewable energy project in metropolitan San Diego. The year in review brief was presented by the Director of Military Services; YES participants included the Vice President, Operations Director, Accounting Director, Call Center Director, and Field Services Director. The presentation was organized into three parts: 1) program background, statistical data, and YES’ progression; 2) opportunities, challenges and successes during the year; and 3) the way ahead for 2016. Key topics and discussion included: YES monthly utility billing data for approximately 28,000 Lincoln residents shows that average electricity usage continues to trend downwards. Average monthly charges and credits are also getting smaller, and more families are falling within the “normal usage range” per program design. Initiatives introduced during the year such as e-statements, text-to-pay and auto-pay options have helped simplify and promote resident participation in the program. Growth in YES’s Lincoln support team from four to eight members has helped us meet challenges by refining processes and strengthening quality assurance procedures - measures that facilitate continued improvement in the services provided to our residents. Goals we seek to accomplish over the next year include fully automating the transfer of usage data from utility providers to YES, synchronizing utility billing cycles, further refining processes that facilitate incorporation of renewable energy sources into resident utility billing, and providing the capability for all residents to view their daily household electricity usage. 3
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.
Scott Region:
Brown Region:
5 years Maria Bermudez
5 years Jenny Kaluau David Sandoval
10 years Ruban Alamo Cesar Irra Claudia Soto Oscar Lopez Armando Delatorre Celerino Fonseca-Osuna Laura Juarez Agustin Lopez Jennifer DeLosSantos Lou Scott Ernesto Baltazar Jose Vazquez Joel Cardenas Jeffrey Burke Diana Pastenes Evelia Ramos Angela Rodgers Mark Toohey Martin Flores David Bailey Ezequiel Medrano
Browne Region: 5 years Tori Garcia Mark Mitchell 10 years Melody Seamons
Crennan Region: 5 years Chekesha Taswell Paul Busby Gerard Kelly Adrianna Thomas 10 years Joseph Lopez
Lincoln’s New Performance Appraisal is Here! We are excited to announce that LMH has invested in a new software, Halogen, for our Annual Performance Appraisals.
This new program will help all team members focus on career and professional development while allowing on-going feedback, recognition, coaching, and updates on performance progress throughout the year. Here are some of the significant benefits the program provides: Aligns our Goals - with our company or regional goals, priorities, and tracks progress. This program allows us to link individual goals to LMH’s organizational or regional goals that we support, so we have 20/20 vision into the value and relevance of our work which we can track and communicate progress on goals. Focuses on Core Value Competencies – Reinforces and gives us the ability to assess how we perform everyday living LMH’s core values. Creates a Feedback-Rich Culture - Allows for all of us to get the continuous feedback we need to be high-performing. This allows us to capture in-the-moment coaching tips, feedback and recognition from managers, peers and, including the accolades we receive from our residents! This feature allows us to convert emails into feedback entries and share feedback anytime. It also makes it possible to record our team member’s performance feedback year round, including accomplishments, performance gaps, and other relevant performance information which can be pulled directly into the team member’s performance appraisals to provide direct support for ratings and comments. Career Development Plans - Allows us to create career and professional development plans as part of the team member performance management process, by helping us to identify learning opportunities and tie development plans and activities directly to competencies, or set them independently to support career aspirations and/or goal performance. Saving and Tracking Capabilities – The user-friendly program allows the manager or team member to work on the appraisal at their own pace and save as they go. Provides us with historical data regarding team member performance that can be saved and tracked for progress and succession planning. Our official roll out of this new program will begin in April - stay tuned for additional information.
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services and charities
Lincoln Charities Be the change! Lincoln Charities has new posters coming soon to your management offices as a reminder to think of us when wanting to donate to a good cause, or when tragedy strikes you or a coworker. We’ve been able to provide assistance to eight employees just this year with a payout of over $35K. Let’s keep the good change flowing. As a reminder, payroll deduction is the best way of giving, followed by making a donation online at LincolnCharities.com. Got an event going on? Remember to share with Lauren Gummelt so she can share on our social channels for LCI lgummelt@lpsi.com. And hashtag it! #LincolnCharities
lincoln news
2015 Gold Medallion The theme of this year’s Gold Medallion was Make Every Moment. While we celebrated new moments being created at the events this year, we also had time to reflect on past moments.
These may have been memories you shared with your team, but in most cases they were memories of moments our team positively impacted our resident’s lives. We would like to congratulate everyone on a successful 2015 making moments and recognize the teams and individuals who were award recipients at this year’s Gold Medallion. In the word of Illusionist Paul Krendle, Lincoln Military Housing team members, “Create long, lasting positive moments in time that people can connect with and relate to long after the event is over, days, months or years later from when the moment happened”.
2015 Gold Medallion Winners Mid-Atlantic • District Manager of the Year: Kim Sickel • District Manager of the Year: Jennifer Thompson • Assistant Manager of the Year: Ashley Wallace • Assistant Manager of the Year: Kim Foster-Wilson • Maintenance Supervisor of the Year: Jeff Stafford • Service Tech of the Year: Anthony Lee • Service Tech of the Year: Curtis Alexander • Groundskeeper of the Year: John Heinz • Service Manager of the Year: Jessica Watson • CSR of the Year: Nicole Johnson Mid -Atlantic Gold Medallion
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lincoln news
• CTA of the Year: Jamie Taylor • STA of the Year: Dustin Klep • GMO / Accounting / Admin of th • Rookie of the Year - Office: Louis Lawson • Rookie of the Year - Service: Ian Austin • Rookie of the Year - Service: Scott Murphy • Service Team of the Year – Yorktown • Spirit of Lincoln: Danielle Franco • Lincoln Charities Advocate: Brooke Scarbrough Mid -Atlantic Gold Medallion
• District of the Year: Camp Lejeune • Partner of the Year: Denise Elliott • Partner of the Year: Sheila Taylor • Community Services Coordinator of the Year: Nakya Dozier • Good Guy Card: Eddie Ford • Good Guy Card: JoJo Medley • Good Guy Card: Nate Miles • Good Guy Card: Bernard Williams • Platinum Plunger Award: Yorktown • Gold Medallion: Jason Mallory • Gold Medallion: Tim Ferner • Gold Medallion: Brooke Scarbrough
Mid -Atlantic Gold Medallion
West Coast Marine Corps • Porter of the Year: Blanca Scott Deavila • In-House Turnover: Patrick Costa • Service Technician of the Year: Richard Flynn • Service Technician of the Year: Richard Tanguay • Maintenance Supervisor of the Year: Tony Gandara • Customer Service Rep. of the Year: Chelsea Levin • Customer Service Rep. of the Year: Tracee Powell • Service Manager of the Year: Aubrie Ross • Assistant Manager of the Year: Nanci Marshall • District Manager of the Year: Leslie May Mid -Atlantic Gold Medallion
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• Support Services Award: Lori Credico
lincoln news • Rookie of the Year: Charles Hedrick
• Gold Medallion: Adrian Maciel
• Spirit of Lincoln: Finess King
• Gold Medallion: Pam Presas
• CTA of the Year: Viri Castro
• Gold Medallion: Johnny Martinez
• Community Champion of the Year: Mona Atuatasi
• Gold Medallion: Kevin Kirk
• The Lincoln Legacy Award: Davie Trembley • Gold Medallion: Jose Lara • Gold Medallion: Tom Patu
Additional Awards • Call Center Representative of the Year: Janet Montiel • Call Center Representative of the Year: Andy Moore
West Coast Navy Region Southwest
• Advocate of the Year – Brown Region: Tiffany Comrie
• Porter of the Year: Alfonso Trujillo
• Advocate of the Year – Browne Region: Elvira Martinez
• Porter of the Year: Joel Cardenas
• Advocate of the Year – Scott Region: Heidi Smith
• In-House Turnover: Maria Campos • Service Technician of the Year: Frank Carrillo • Service Technician of the Year: Alejandro Bautista • Service Technician of the Year: Kyle Halverson • Maintenance Supervisor of the Year: Victor Gutierrez • Maintenance Supervisor of the Year: Mike Gardner • Customer Service Rep. of the Year: Nancy Sedeno • Customer Service Rep. of the Year: Genalynn Belmudez • Service Coordinator / Manager of the Year: Amber Bradshaw • Assistant Manager of the Year: Sarona Bueno • Assistant Manager of the Year: Sandy Rovelo
West Coast Gold Medallion
• District Manager of the Year: Alicia Bighames • Support Services Award: Kaleen Gage • Support Services Award: Alison Thomas • Rookie of the Year: Divinia Nichols • Rookie of the Year: Laurel Cornwell • Spirit of Lincoln: Kari Reeger • Spirit of Lincoln: Rachel Davis • Community Champion of the Year: Juan Lara Islas • Community Champion of the Year: Sheila Ramirez • The Lincoln Legacy Award: Alicia Bighames • CTA of the Year: Ashley Lawrence • CTA of the Year: Darlene Juarez West Coast Gold Medallion
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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.
West Coast Gold Medallion
LMH Core Values Balance: We all take responsibility for creating and maintaining a healthy work-life balance for ourselves and each other.
Commitment: We passionately strive each day to deliver on our mission to serve our residents, our partners and each other.
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. Mid -Atlantic Gold Medallion
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 the newsletter! Please visit LMHFeedback.com to share your comments or suggestions on what you would like to see featured in the next issue! 8
Communication: Our interactions with each other are respectful, we listen with an open mind, provide honest feedback and we are receptive to new ideas.