Lincoln Messenger, Gold Medallion Edition - April 2019

GOL D MEDA L L ION

A PRIL 20 19

LINCOLN MESSENGER GOLD M EDA LLION EDITION

inspiration

A Letter from Philip going on (in case you were not aware, there is a bit going on), we took time out to recognize our team members that have exceeded expectations. With that recognition comes great responsibility.

While there may be instances where we have fallen short, Lincoln knows how to provide exemplary service, we know how to take care of our families. Each of us needs to take time out and consider how we can inspire those around us to elevate their game and adhere to their purpose - those who may be having an off day to rise to the occasion. Over the course of any given day, each of us interacts with several families. Think about doing 4-5 work orders a day, or resident phone calls, or folks we see on-site — throughout the year that adds up to over 1000 opportunities to make an impact on someone’s life.

EACH Opportunity is critical — so how do we motivate ourselves to consistently deliver for the 998th encounter, the same way we did for the 1st encounter. How do we ensure that we are consistently delivering exemplary service? I would encourage those recognized last month (nominees and winners) to take your recognition as a calling and a challenge, you have not arrived, you have been chosen to help others see what we can accomplish. Imagine if everyone acted, every day, with every resident in a way worthy of winning a Gold Medallion? That is our challenge and I am confident that if we adhere to our purpose, we will not falter, we will succeed together. Now is the time to re-focus, refresh and prepare to deliver this PCS season for every move-in, every work order, every interaction… every time. I hope you had an opportunity to sit back and relax a bit and, as Lincoln once said: “Do not worry when you are not recognized, rather, strive to be worthy of recognition.”

The quote below is from a letter that Abraham Lincoln wrote to a young cadet at West Point who was overwhelmed with the experience and struggling to stay the course — not to mention, once he graduated a War was waiting. Lincoln’s words - like most of his quotes — ring true for many of us at LMH today. When the sledding is easy, when we are crushing our occupancy goals, when our residents are bringing us baked goods into the office, when our Asset Managers are calling to say “good job,” — don’t laugh, I’ve heard it happens — those are times that are rare, and they test no one. It is easy to succeed in an environment with the wind at your back. It is when the world seems against us, whether a market condition, social media, commands, a VP of Operations with a clearly wrong-headed way to solve YOUR problem,… or some other force outside of our control has us reeling and questioning what we do and how we do it — that is when we see who has the courage to Change the Game, to adhere to their purpose.

The alternative?... give up and guarantee failure.

In recent months we have been reminded of another, more recent quote from George Bush, “Too often we judge other groups by their worst examples while judging ourselves by our best intentions.”

Taking time to really listen to our residents with an empathetic ear has revealed that, at times, and despite our “best intentions,” we have failed to properly adhere to our purpose, our mission. We need to step back, and with a little humility and self-reflection take an honest assessment of our approach to ensure we are on the right track.

At our Gold Medallion ceremonies last month, we took some time to honor the best among us — in the midst of everything that is

“ Adhere to your purpose and you will soon feel as well as you ever did. On the contrary, if you falter, and give up, you will lose the power of keeping any resolution, and will regret it all your life.”

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— Abraham Lincoln, June 28, 1862

thank you

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. If your installation participates, please send photos to LincolnMilitary@lpsi.com

LMH Mission Moment

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2018 Mid-Atlantic Gold Medallion Winners • District Manager of the Year | Tim Ferner • Assistant Manager of the Year | Erin George • Maintenance Supervisor of the Year | Mike Thomas • Service Tech of the Year | James Metcalf • Groundskeeper of the Year | Fausto Lanchipa • Service Coordinator of the Year | Stephanie Winters • CSR of the Year | Wioletta Johnson • CTA of the Year | Erin George • CTA of the Year | Christy McBride

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• STA of the Year | Mike Thomas

2018 West Coast Gold Medallion Winners

• Rookie of the Year - Office | Svitlana Tucker

Southwest Marines

• Rookie of the Year - Service | Don Tucker

• Porter of the Year | Reynaldo Beltran

• Service Team of the Year | Camp Lejeune

• In-House Turnover | Jaime Cruz Padilla

• Spirit of Lincoln | Dino Spencer

• Service Technician of the Year | Ivan Estrada Avila

• District of the Year | Camp Lejeune

• Service Technician of the Year | Victor Hernandez

• Community Services Award | Fonniel Michelle Clemens

• Maintenance Supervisor of the Year | Davie Trembley

• SatisFacts Overall Winner | Camp Lejeune

• Customer Service Rep. of the Year | Alejandra Rivera

• SatisFacts Most Improved | Northwest

• Service Manager of the Year | Heather Bizadi • Assistant District Manager of the Year | Graham Cooley

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• District Manager of the Year | Ara Atuatasi

Southwest Navy and West Army Navy

• Support Services Award | Lindsey Beltran

• Porter of the Year | Ruth Trujillo

• Bookkeeper of the Year | Keishani Cuellar

• Porter of the Year | John Balbin

• Rookie of the Year | Dayna Grimes

• In-House Turnover | Jorge Maciel

• Spirit of Lincoln | Melody Seamons

• Service Technician of the Year | Mario Preciado

• CTA of the Year | Chelsea Levin

• Service Technician of the Year | Jesus Garcia

• Community Champion of the Year | Mona Atuatasi

• Service Technician of the Year | Jacob Cripe

• District of the Year (500 Units and Under) | Ocotillo

• Maintenance Supervisor of the Year | Esteban Martinez

• District of the Year (501-1,000 Units) | Stuart Mesa

• Maintenance Supervisor of the Year | Joe Mavaega

• District of the Year (1,001 Units and Higher) | Mesa

• Customer Service Rep. of the Year | Theresa Stiehle

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• Customer Service Rep. of the Year | Jill Burnett

• Rookie of the Year | Corinna Heuer

• Service Coordinator of the Year | Michael Coney

• Spirit of Lincoln | LaBrandie Megginson

• Service Coordinator of the Year | Kayli McManus

• Spirit of Lincoln | Bobbi Iffland

• Assistant Manager of the Year | Na-Tasha Mobley

• Community Champion of the Year | Michael Beardslee

• Assistant Manager of the Year | Tiffany Comrie

• Community Champion of the Year | Desiree Kotan

• District Manager of the Year | Amber Bradshaw

• CTA of the Year | Heidi Smith

• District Manager of the Year | Amy Van Pevenage

• CTA of the Year | Lisa Barbuto

• Support Services Award | Monique Binda

• District of the Year (500 Units and Under) | Flag Management

• Support Services Award | Africa Lorenzen

• District of the Year (501 - 1,000 Units) | Bayview Hills

• Support Services Award | Amber Janeka

• District of the Year (1,001 Units and Higher) | McChord

• Rookie of the Year | Madison Matthews 7

Additional Awards

• Lead Service Technician of the Year | Jesus Herrera-Espino

• Call Center Representative of the Year | Alicia Richie

• Service Technician of the Year | Norman Sandoval

• Call Center Representative of the Year | Meanne Diaz

• Rookie of the Year | Megan Jacob

• Advocate of the Year – West Army/Navy | Divinia Nichols • Advocate of the Year – Southwest Navy | Frank Brehm Army Region Southwest • Assistant Manager of the Year | Sharomda Reed • Business Manager of the Year | Natasha Kapua • Groundskeeper of the Year | Jose Avila

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Congratulations to All of Our Winners!

Legacy Award

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LEGACY IS DEFINED AS A GIFT THAT IS LEFT TO OTHERS. Each person has an opportunity to leave a legacy in their professional environment through their leadership, strength, hard work, dedication, and passion. By creating a legacy you are contributing a positive impact on the environment around you.

Commitment is one of our Core Values and this award honors individuals who have committed more than 10 years to Lincoln, individuals who have been loyal team players and with positive attitudes. Individuals whose actions go above and beyond to support our residents because they care. Individuals who have a legacy of making a difference.

SOUTHWEST MARINES: Fortunato Altamirano This person has been with Lincoln Military Housing since 2004. This person performs the important role of Porter, yet has always been ready to help out in any capacity. They have assisted with all manner of work, to include painting, service functions and housekeeping to ensure that the communities and homes provided to our military families are always in the best condition possible. They have assumed every task, from the most mundane to the most challenging, with a smile and can-do attitude. This person’s ethos, optimism, and determination to succeed have inspired team members throughout their tenure. They have consistently shown their commitment to our military families, team, and mission. This person’s devotion, tireless efforts, and impeccable record exemplify the highest traits of a Legacy Award Winner. Please help me in congratulating Fortunato Altamirano as our 2018 Legacy Award Winner.

SOUTHWEST NAVY: Troy Madsen Humble, hardworking and dedicated are just a few words that come to mind when I think of this employee. With over 17 years of unfailing service to our military families; he has been a constant for the District staff and residents.

He is a mentor to his team and leads by example, embodying an attitude of service. His team respects him, knowing that if he is at the helm, the job will not only get done but get done with excellence. He comes up with ways to make things better not only for his property but for the company as a whole. He has played a key role in our regions, “Bowl of Champions”, by developing games that our techs can learn from in a hands-on and creative way. A “day one” employee, with unwavering commitment and respect for our mission, this is why Troy Madsen, Maintenance Supervisor of the SW Navy Region is this year’s Legacy Award winner.”

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Gold Medallion Awards

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O BE CONSIDERED FOR THIS MOST PRESTIGIOUS AWARD THAT LINCOLN PRESENTS, team members must meet an impressive list of attributes. Recipients of the Gold Medallion award have demonstrated proficiency in their work, along with dedication to our military families, co-workers, and Navy Partners. Congratulations to all of the winners of this prestigious awards!

Matt Spates

This Gold Medallion recipient began his career at Lincoln in 2014 as a Service Technician when he left active duty with the Marine Corps and was named Service Technician of the Year in 2016. He was promoted to Maintenance Supervisor in 2016 with his team awarded Service Team of the Year for 2016 and again for 2018. He was recognized for his outstanding leadership as Maintenance Supervisor of the Year in 2017. He is an STA and leads an awardwinning service team, grooming groundskeepers into successful service technicians and had a service technician promoted to Maintenance Supervisor. He has been called up to participate in national policy reviews, provide onboarding training for newly hired Maintenance Supervisors in the region and encourages his team to support other districts when the call goes out. This well-deserved Gold Medallion is awarded to the quintessential Matt Spates from Camp Lejeune.

Desiree Carter It is with great honor and excitement that we congratulate Desiree Carter on being selected as a 2018 Gold Medallion winner for Lincoln Military Housing. Since joining our organization in 2016, she has impressed us with her commitment, dedication, and strong work ethic. Providing impeccable customer service, serving as a trainer, and being an all-around great team member. Desiree is easy going, and funny, which makes her co-workers enjoy being around her. She is truly appreciated for her willingness to participate in the LMH spirit! Desiree’s strengths include her dedication to providing exemplary customer service to our residents, being self-supporting, and her desire to consistently meet deadlines. She is receiving this honor simply because she has achieved greatness.

Congratulations, Desiree Carter!

Melissa Arfield Our Gold Medallion winner began their career with Lincoln Military Housing in 2011 as a Customer Service Representative.

Through hard work, an eagerness to learn and a singular focus on service, this person was soon promoted to Bookkeeper and then Assistant Manager. As Assistant Manager, they helped lead high-performing District teams, mentored other District leaders and team members, and provided thoughtful support to all in

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need. They were instrumental in building and running strong teams at every position they have held. Our Gold Medallion winner has truly provided our military families with exemplary service characterized by compassion, follow-through, and positive results.

This person’s commitment to military families is unmatched and their passion for serving them is without measure. Please help me in congratulating Mountain District Manager Melissa Arfield as our 2018 Gold Medallion winner.

Tom Patu Being a person of Integrity does not necessarily mean being perfect – it means being authentic.

This quote accurately describes this Gold Medallion winner. His Lincoln Military Housing journey began in 2008 as a Service Technician. From the outset, he demonstrated his dedication to our military families by using thoughtful judgment in consistently providing exemplary customer service. He quickly proved himself a talented leader and was promoted to Lead Technician, a position in which he further excelled. As Lead Technician, he continued to display his passion for excellence in leading his team, and today he serves as Maintenance Supervisor.

This Gold Medallion winner continues to inspire those he works with and holds the trust and affection of the military families he serves. Please help me in congratulating Palm District Maintenance Supervisor Tom Patu as our 2018 Gold Medallion winner.

Kaleen Gage This Gold Medallion winner has been famous for people pleasing for over 8 years now and has a heart for customer service. She thrives when she sees our service members and their families enjoying all the events that our Lincoln teams hold to ensure the families we serve get the most out of living with Lincoln. She has been going out of her way and making sure that the teams are always focused on the best living experience possible and spends untold hours planning events and making sure everything is just right so the families always enjoy their time spent at community services events.

She is a true cheerleader for Team Lincoln and for the team she leads every day. She leads by example, inspires her team and lives by Lincoln’s core values so her team knows what the expectations are making sure that the families that live with Lincoln are never bored with a multitude of community services events all year long. This year we are awarding Kaleen Gage the Gold Medallion for all she does for the families we serve and out Lincoln teams!

Ken Sollars This Gold Medallion winner is entering his 10th year of dedicated service to our Lincoln team.

He received many awards for his outstanding customer service skills, commitment to the team and always going over and above to make sure the families we serve are satisfied. He has worked in many different capacities for our Lemoore service team and is a perfectionist in his day to day duties. He is a skilled craftsman that has an eye for detail and never considers the job done until it’s just perfect. We consistently receive outstanding feedback on this individual for workmanship and great customer service. He continues to go over and above for the families that live with Lincoln and the team he is such an integral part of each day. It is because of this outstanding level of customer commitment we are awarding Ken Sollars the Gold Medallion this year!

Enrique “Kiki” Martinez This dedicated employee has been with LMH for almost 15 years. The knowledge they possess of their district is difficult to quantify but whatever and whenever anything is needed, this individual is willing & able to get it done. They have a work ethic that is simply indescribable and their experience of maintenance has been a huge contributor to the success of the Southwest Navy region.

On occasion, they may have been overlooked, but most everyone that has an instinct for hard-working leaders, willing to get down in the trenches with you, recognize this Maintenance Supervisor as

someone any organization would be proud to have on their team.

He is a crucial component to his district’s accomplishments and quite simply does a job that many others would run from working in Murphy Canyon. It is such an honor to award Kiki Martinez as this year’s Gold Medallion recipient.

Jessie Wolfe Our 2018 Gold Medallion continues to go above and beyond and emulates our Core Values in everything that she does. Her knowledge, commitment, and hard work make her invaluable to Lincoln Military Housing and the District that she oversees. She started as a Service Manager in 2005 and was quickly promoted to Assistant Manager in 2006 and District Manager in 2007. She was recognized with the Spirit of Lincoln in 2011 and Accredited Residential Manager of the Year in 2012. She leads by example and she truly cares about the residents and the level of customer service that is provided. Her dependability and initiative have been key components to the successful day to day operations and high demands of the property that she oversees. She has been instrumental in the renovation process at the district and navigated her way through the project with ease. She puts the team and residents ahead of her personal needs and does whatever it takes to get the job done. She continually teaches the team new skills and best practices and encourages them to deliver on our mission of providing exemplary service to our residents. Our Gold Medallion truly believes in service and served in the Air Force prior to joining the Lincoln Military Housing Team. Please join me in congratulating Jessie Wolfe as our 2018 Gold Medallion winner.

Our Lincoln Military Housing Veterans, Military Spouses, and Family Members

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s a Nation, we have military members deployed in harms way all over the world. If it weren’t for the selfless sacrifice that our military members and their families make each and every day, we wouldn’t enjoy

the freedoms we have. Our mission is defined to support them in doing theirs, with every mission beginning at home. At Lincoln Military Housing, we are blessed to have many of our veterans and spouses as part of our team. Thank you for all you have done, all you do, and the sacrifices you have made. We are proud to have you as part of our Lincoln family.

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200 Fairbrook Dr, Suite 101 Herndon, VA 20170

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our core mission 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.

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.

our core values balance

respect

commitment

empowerment

integrity

communication