Lincoln Messenger 200 Fairbrook Dr. Suite 101 Herndon, VA 20170
issue 16 • july 2017
Lincoln Charities page 3
Community Service Mission Moments page 5
Gold Medallion Winners! page 6
inspiration
A Letter from Philip “Adhere to your purpose, and you will soon feel as well as you ever did. On the contrary, if you falter, and give – Abraham Lincoln, 1862 up, you will lose the power of keeping any resolution, and will regret it all your life.” At the mid-way point of the year, it is worthwhile to take a pause and look back on how we are doing on the plans and resolutions we made for the year. That includes our personal goals, our professional development, our financial commitments to our partner and the fulfillment of our mission of exemplary service to our residents. While the new year often brings hope and optimism of exceeding these targets, we inevitably fall short in one, or two areas – the challenge for each of us is to persevere in the face of our struggles, we must not “falter, and give up.” We are empowered to “Start Over” TODAY, there is no need to wait until January, a new year, a new budget, a new calendar to push ourselves closer to achieving those goals, make the commitment to GET BETTER today, and the gap between where you are, and where you want to be will begin to close. As I shared previously, the team that supports LMH daily,
met in San Diego this past May to do just that, to get better. We used our employee engagement survey and our resident feedback surveys (CEL and SatisFacts) to help guide our discussion and shape the direction of Lincoln Military Housing going forward. As you pursue your individual goals, please do not hesitate to share with your supervisor, RPM, RVP, or myself your ideas so that we can continue to grow and improve together. – 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.
1
department updates
You have me at HELLO
in this issue
inspiration
page 1
A Letter from Philip department updates
pages 2, 4 & 5
You have me at HELLO IT Updates Team Development Call Center lincoln news
pages 3, 6, 7 & 8
Lincoln Employee Milestones RED Shirt Fridays Gold Medallion Winners services and charities
pages 3 & 5
Lincoln Charities Community Service Mission Moments
When was the last time you received a handwritten note? It may be that it was too long ago for you to remember. On the other hand, if you have gotten one lately, you know exactly who sent it and when. You might even have it displayed. Handwritten notes have almost become extinct in the world of email and social media. However, because handwritten notes are not very common, it is a great way to set Lincoln apart from other multifamily housing companies while showing our families that we care. That is precisely what Andrew, Maintenance Technician, did in Hampton Roads, Virginia. Andrew made it his goal to spend a few minutes to leave a personal touch, a handwritten note welcoming his new families to the community. Not only was it a nice touch, but each of the families were amazed that he took the time and thought about them during their hectic time of move in. There are few acts more impressive than handwriting a letter or a note to someone that just moves in. So if you are looking for ways for Lincoln and your community to stand out from the rest try putting pen to paper whenever you have the slightest excuse. If you are interested in written a handwritten note to your new residents, visit LeaseLabs for your LMH stationery. 2
services and charities
Lincoln Charities
lincoln news
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.
Asset Management: Austin / San Antonio: 15 years Claudia Febus
During 2017, Lincoln Charities has been able to help 18 Lincoln families and counting! We have been able to provide assistance of more than $119,000 so far. Thank you for your support! Our team is also expanding! We welcome long-time Lincoln team member Carley Turner to the Lincoln Charities team as National CoChairman, Internal Processes. More information will be sent out soon, but in the meantime, please help us welcome Carley to the Lincoln Charities team!
lincoln news
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.
5 years Natasha Rodriguez-Kapua
Marines-Southwest Region, Albany, Kansas City:
10 years Shequita Sims
5 years Frances Gatlin Sadie Hepler Stephanie Feskanich Graham Cooley Russell Browne Martin Marquez Hurtado Cathy Santiago Pedro Lara Alberto Hernandez Kelly Thompson
5 years Jeffrey Snow James Langham James Sampson Anthony Lee Deborah Highe Jennifer Sale Ashley Wallace Jason Mallory Deonte Banks
10 years Patrick Costa Leslie May Eleuteria Duque Matthew McIntyre Monique Benvenuto Darryle Jones Arajohanna Atuatasi
Navy Region Southwest / Joint Base Lewis McChord: 5 years Frank Carrillo
Mid-Atlantic Region:
10 years Lloyd Saner
Navy-San Diego Region, Fallon: 5 years Stephen Mallon Pablo Amezcua 10 years Cynthia Harris Jody Shipp Abigail Hertel Magdaleno Garcia 15 years Maria Baker-Beardslee
National Support: 5 years Ashley Gorski-Poole 3
department updates
Team Development Each month, our organization pauses for one hour to reflect on a safety topic. That’s 12 hours out of 2,080 hours in a year at work that we at Lincoln are able to demonstrate to each other how much we value safety. Are we doing everything we can to make the most of these opportunities?
Of course, we hold Safety Meetings, stock our Safety Bags, wear our PPE, inspect our offices, shops, and grounds and see something-say something because we have to. But Safety is so much more than “have to.” All these things we have to do are to keep you and me from getting hurt, both at work with our teams and at home with our families and friends. That matters!
So about those Safety Meetings... how are those going? Maybe you have ideas for a new approach to your team’s meetings or would like to suggest a change of venue. Maybe your team wants to discuss what works well and review suggestions for making the meetings even better. Creating a culture of safety means that we live it. It isn’t just a once a month topic. What are you and your team doing to embrace a culture of safety? Send us your success stories, ideas or suggestions at SAFEATLINCOLN@lpsi.com!
Thank you for all of your contributions to keep our teams SAFE@LINCOLN!
IT Updates The IT Department has been continuously improving the customer experience by upgrading background systems and components. IT has recently upgraded to Yardi 7S as well as is currently preparing for a major network reconfiguration to ensure uptime and reliability throughout the enterprise. With this major advancement in our network, IT will also be working towards migrating all on-premise shared folders to cloud storage.
join the conversation 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!
4
services and charities
Community Service Mission Moments Lincoln Military Housing partners with Operation Homefront to host the Star-Spangled Babies Shower
This quarter Community Services in San Diego and Hampton Roads teamed up with their local Operation Homefront chapters to host the Star-Spangled Babies Shower events on their respective coasts. The Star-Spangled Babies program provides baby showers to support service members and their growing families. Roughly 42 percent of active-duty military children are five years old or younger. Due to deployments and frequent relocation, new and expecting military parents often live far from their extended
families and support systems. The Star-Spangled Babies showers provide new and expecting parents with early childhood education tips and a support system, especially when loved ones are far away. Each event was attended by 100 new and expecting local moms where they were given access to vendors and organizations that provided much-needed supplies and educational tips for growing military families.
department updates
Call Center Happy Summer! As the team focuses on challenging themselves to go above and beyond with the services we provide our residents, we are also working on ways where we can enhance how we support all of our district teams. Here are some highlights of those ways:
•
Service Requests: many districts have implemented the ability for residents to be transferred to the maintenance hotline when calling the district office. We’ve already seen an increase in our call volume. And eventually, all districts will have this amazing feature.
•
RedFlag Emergency Notification System: we are now able to send out utility outage alert messages to not only an entire community but even to a particular street or streets. Wow! This increased communication with our residents raises LMH up to their level of excellence!
•
RSS Courtesy Calls: with our upgrade to 7S; the District teams will now be able to view the progress and feedback of their residents RSS Courtesy Calls made by our Service Enhancement Team. With this incredible teamwork, our resident’s living experiences will jump off the RSS scorecard!
Although this summer season is a busy time for everyone, we’d like to encourage all of you to take the time to REFRESH and RE-ENGAGE with your fellow team members with some fun team building and praise reports! Thank you for all you do!
5
lincoln news
Gold Medallion 2016 Mid-Atlantic Gold Medallion Winners: Gold Medallion
Stephanie German, Barbara Spencer, Rick Kachuba, Terrell Carmouche, and Jeff Stafford District Manager of the year Traci Neerhof Assistant Manager of the year Tara Russell Maintenance Supervisor of the Year Bobby German and James Davis Service Tech of the Year Andrew Dobie and Steve Larrabee Groundskeeper of the Year Fausto Lanchipa Service Manager of the Year Stacy Skiles CSR of the Year Lexi Lane and Viola Johnson CTA of the Year Christy McBride STA of the Year Curtis Alexander GMO / Accounting / Admin of the Year Vicky Lourenco Rookie of the Year - Office Kai Tatum Rookie of the Year - Service Cameron Qualls Service Team of the Year Camp Lejeune Spirit of Lincoln Nakya Dozier Lincoln Charities Camp Lejeune District of the Year Annapolis Partner of the Year Jonitta Harris and Alethea Aikens Community Services Coordinator of the Year Kelly Nash and Niki Falzone 6
Good Guy Card Winners Bernie Ford, Erin George, Dino Spence, and Buck Pringle Platinum Plunger Indian Head
2016 West Coast Gold Medallion Winners Marine Corps Gold Medallion
Richard Thompson and Travis Acord Porter of the Year Steven Long In-House Turnover Alicia Suazo Service Technician of the Year Russell Browne and Jose Duran Maintenance Supervisor of the Year Chris Armenta Customer Service Rep. of the Year Chanel Brock and Carrie Gandara Service Manager of the Year Heather Kozor Service Coordinator of the Year Tony Quinene Assistant Manager of the Year Viri Castro District Manager of the Year Mercedes Castillo Support Services Award Daryl Credico Rookie of the Year Harry Engel Spirit of Lincoln Patrick Pajela CTA of the Year Samantha Samano Community Champion of the Year Bonni Hoang The Lincoln Legacy Award Bev Mason
lincoln news Navy Region Southwest Gold Medallion
lincoln news
our core mission
Sarona Bueno, Araseli Vancilm, Elizabeth Perez, and Oscar Milla Porter of the Year Armando Palma and Mario Martinez In-House Turnover Gabriel Andrade Service Technician of the Year Carlos Gutierrez, Enrique Curiel, and Jose Garcia Maintenance Supervisor of the Year Ben Cronin Customer Service Rep. of the Year Jesica Davenport and Noemi Campos Service Manager of the Year April Carew and Laura Rios Assistant Manager of the Year Crystal Pennington and Viana Lopez
At Lincoln Military Housing, our mission is to provide military families with exemplary service in quality home environment, employees with unparalleled opportunities for personal and professional development, and military partners with quality homes and vibrant neighborhoods.
District Manager of the Year Rachel Martinez Support Services Award Lisa Barbuto and Nicole Anselmo Rookie of the Year April Pentangelo and Kevin Littleton Spirit of Lincoln Carls Mendoza, Casey Held, and Darlene Juarez
our core values
balance
Community Champion of the Year Frank Brehm and Janea L’hommedieu The Lincoln Legacy Award Johnny Martinez and Jerrod Demaree CTA of the Year Kaleen Gage and Rachel Martinez
commitment integrity
Additional Awards Call Center Representative of the Year Donnetta Perry amd Tai Odion Advocate of the Year – Brown Region Pam Presas and Stasha Crawford
respect empowerment
Advocate of the Year – Miller Region Keith Swimkosky
communication 7
lincoln news
8