200 Fairbrook Dr, Suite 101 Herndon, VA 20170
Lincoln Messenger
second quarter • issue 20 • july 2018
Resident Satisfaction Survey page 2
Star-Spangled Babies Shower page 3
Don’t forget RED Shirt Fridays! page 3
inspiration
A Letter from Philip: We are in the middle of the PCS season, and I am confident that everyone is feeling the “labor” that you are putting in each day to deliver on our promise of exemplary service. The good news is that your efforts are not lost on our residents. Lincoln Military Housing recently completed Resident Satisfaction Surveys for over 75% of our portfolio, the results... RECORD BREAKING! Over 50% of residents responded, with an aggregate company Overall Satisfaction score of “Very Good” as rated by CEL. We had over 70 communities receive A-List awards across every installation where we are fortunate enough to serve our residents. A sincere thank you to every team member for your incredible efforts to make it happen each day. These scores and awards are merely tangible evidence of the very real impact you are having on the lives of the families we support. Each interaction, each work order, each time you say “Hello” or pick up a piece of trash, or hold the door for a
“ Labor is the great source from which nearly all, if not all, human comforts and necessities are drawn.”
– Abraham Lincoln September 17, 1859
mother and her children entering the club house, virtually everything you do contributes, positively or negatively, to our resident’s perception of our service. As mentioned in my e-mail last month, our Leadership team continues to work on identifying how we can also better serve each of you and deliver on the promise to provide unparalleled opportunities for personal and professional development. We have had a lot of good ideas shared by
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
you and your teammates around Communication, Accountability, Building a Culture of Trust and Professional Development. Our goal will be, based on your feedback, to role out some new changes before the end of the year, with more to come in 2019. Our Employee Engagement Survey will go out in October so that we can hear from you on how we are doing... of course; you do not have to wait until then to reach out.
in this issue
Lastly, while this is the busiest time of the year, I also recognize it is Summer for all of you. Take time to find some Balance between executing our mission and recharging your batteries with family and friends. – Philip Rizzo Vice President of Operations
inspiration ______________ page 1 A Letter from Philip: marketing updates ______ pages 2 & 3 Resident Satisfaction Survey (RSS) Committee National Apartment Association Excellence Award lincoln news & team development_________ pages 3, 4 & 7 RED Shirt Fridays Annual Resident Survey Lincoln Employee Milestones Moving With The Military New Incident Report System services & charities____ pages 3, 4 & 6 Lincoln Charities Star-Spangled Babies Shower It’s STAR Celebration!
marketing updates
Resident Satisfaction Survey (RSS) Committee Throughout the year our team has been focused on a number initiatives, some big, some small, but all significantly impact the success of our overall marketing program and seek to ensure your team is supported. This year one of our primary focuses has been the creation of the Resident Satisfaction Survey Marketing Committee. The committee’s goals and objectives are to establish national consistency in promotion and timeline for marketing the RSS surveys to our residents by developing collateral to effectively promote and market the RSS survey to our residents, implementing internal communication strategies at the regional and installation levels, and developing and implementing a long-range comprehensive marketing plan to increase RSS participation in each region. We are excited to announce the new branding for RSS that is now available for the 2019 RSS on the LMH Store! As always, please know we are here to support your team, please reach out agorski@lpsi.com or kmarks@lpsi.com with, any questions you have.
2
marketing updates
Lincoln Military Housing Honored With 2018 National Apartment Association Excellence Award For providing outstanding service to San Diego military families at The Village at Naval Training Center (NTC), Lincoln Military Housing was honored with the 2018 National Apartment Association Excellence Award for Best Community, Specialty, Military category. The award is given to builders, industry professionals and apartment associations that make unique contributions to the industry. Lincoln Military Housing received the award in San Diego on Saturday, June 16, and will be featured in an issue of Units Magazine, the National Apartment Association’s monthly publication. “We pride ourselves on serving those that serve our country. Our team members are dedicated to meeting and exceeding our resident’s expectations,” said Gail Miller. “Our teams strive each day to make a positive impact on the lives of our military families. Lincoln Military Housing’s charge is to improve the lives of the hundreds of service members and their families serving our country, who call the Village at NTC home.”
The village at NTC has received the CEL & Associates, Inc. “A List Awards” for customer service excellence six years in a row, from 2012-2017 and in 2003, won the National Smart Growth Award from the
Environmental Protection Agency (EPA). In addition, the Village at NTC installed solar panels in 2015 on all buildings producing 4,085,877 kilowatts of energy.
services and charities
Lincoln Charities Gives Back Since 2008, Lincoln has made it its mission to surround its employees and their families with a strong support system. Through the generosity of fellow employees, vendors, and business partners, we’ve established a strong foundation as well as a pot of resources for our beloved staff. Throughout the past decade, we’ve provided assistance for 197 employees and have raised over $1.5 million for deserving recipients. Our most recent recipient is Ramon Ramirez. Ramon works as an Assistant Maintenance Technician at Sonterra Heights in San Antonio, TX. For the past decade, Ramon has been an invaluable member of the Lincoln team, serving his community with unwavering
dedication and a smile every day. Ramon’s positive attitude persevered through complications in his wrists and hands, which eventually required surgery. Through the generous contributions to Lincoln Charities, we were able to provide Ramon with help to get the surgery and recovery he needed. We’d like to take a moment to thank Ramon as well as those who have supported and contributed to Lincoln Charities. Without our wonderful staff, vendors, and partners, we wouldn’t be the amazing company we are today.
If you’d like to learn more about Lincoln Charities, click here to find ways to get involved! Or, contact us today to speak to a member of our team.
3
community service
Lincoln Military Housing Partners with Operation Homefront to Host the Star-Spangled Babies Shower Community Services Departments 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. “Lincoln Military Housing is honored to partner with Operation Homefront for the annual Star Spangled Baby Shower in San Diego,” says Cindy Farless, Community Services Director for the Southwest Region, “It is so special to host this event for our new mommies when so many are away from home and their family and friends who would be the ones to throw them a baby shower. Lincoln and Operation Homefront host this event to celebrate with all our new mommies with fun games and big prizes. All new mommies left with multiple gift bags full of baby items as well. The engaging environment allowed these new mommies a chance to meet each other and build new friendships. We are so thankful to our sponsors who support this event with donations and door prizes.” 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. “Partnering with Operation Homefront on this event each year is very special and important to us here at Lincoln Military Housing,” said Brooke Scarbrough, Community Services Director for the MidAtlantic Region. “We know that many of our moms-to-be will not get the opportunity to celebrate with their loved ones in person, and for many, this will be their only baby shower. We want each mom to feel special and pampered, and hosting the baby shower is a small way in which we can help do this for them.” “It is our mission here at Lincoln Military Housing to partner with organizations who have the same values as we do. This event is so special because it provides military families with an
opportunity to connect with others in their same situation and learn about the resources available in their community, so they know they are not alone. The joined goal is to build strong, stable and secure military families so that those families may thrive in the communities that the service members work so hard to protect. We are grateful to be a part of an event that supports this goal and our military community.” 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.
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. If your installation participates, please send photos to LincolnMilitary@lpsi.com
RED Shirt Fridays
4
lincoln news
Lincoln Military Housing Named “Best In the Industry” Based on Annual Resident Survey All Housing Rated As Either “Outstanding” or “Very Good” After residents in Lincoln Military Housing (LMH) rated their experience as either “outstanding” or “very good” (the top two ratings available) in an annual survey, LMH received top honors as “Best in The Industry” by an independent research company. More than half of all residents participated in the survey, a record response since LMH began operations in 2001. The survey, which is one metric that the government partners utilize in providing oversight for all public-private ventures (PPVs), is based on customer satisfaction survey data from thousands of properties across the country. “Our mission is to provide the best service and good quality housing to all our service members and their families, so it is particularly rewarding to hear that they believe our team is meeting those high standards,” said Philip Rizzo, Vice President of Operations for Lincoln Military Housing. “And while we appreciate these high ratings, we will continue to look for every way we can make our service and homes even better.” Since 1998, the A-List Awards For Customer Service Excellence have been awarded in recognition of achieving a “Best In The Industry” rating for providing the highest level and quality of service. Recipients have received feedback from residents that put their community in the top service category of “Outstanding” as defined by CEL. At Lincoln, there were 70 recipients of the A-List Award, including housing communities on installations serving Marine Corps families at MCLB Albany, MCB Camp Pendleton, MCAGCC Twentynine Palms, MCAS Yuma and MCB Quantico. For those communities serving primarily Navy families, LMH earned awards at the following installations: NWS Seal Beach, NB Ventura County, NAS Lemoore, NB San Diego. In addition, LMH had 21 communities who received a Platinum rating; these are A-List award winners whose Overall Satisfaction Index exceeded the very high mark of 92.7 for the year. The recipients of the Platinum A List Award serving primarily Marine Corps families were communities located in MWTC Coleville/Bridgeport, MOBCOM Kansas City, MCAGCC Twentynine Palms, MCB Camp Pendleton and MCAS Yuma. The winners serving primarily Navy families included: El Centro NAF, NB San Diego, NAS Fallon, NAWS China Lake.
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. National Support 15 Years Vicki Jibben 5 Years Bradford Boyle Southwest Marines 15 Years Elvira Wallis 10 Years Stasha Crawford 5 Years Gregorio Canseco Reyna Diaz De hernandez Luis Flores Jordan Lazerri Michael King Southwest Army 15 Years Tracy Emmons 5 Years Latisha Allen Patrick Holder West Army/Navy 15 Years Nancy Meisser 10 Years Jose Munoz 5 Years Maged Gerges Isaiah Gutierrez Jorge Maciel
Mid-Atlantic Navy/ Marines 10 Years Tiya Jordan Michael Turman Randy Woodrow 5 Years Matthew Spates Southwest Navy 15 Years Guadalupe Garcia Alyce Jackson Consuelo Jaramillo Kevin Kirk Gregorio Lopez Africa Lorenzen Gail Miller Moises Ramirez Alicia Richie Lucas Rodriguez Keith Swimkosky Sandra Vega 10 Years Salvador Castellanos Fernando Garcia Jose Garcia Osvaldo Lopez Erma Parra Steven Shamanow 5 Years Jorge Cebreros Vanessa Jarrell Karen Octaviano
5
lincoln news
6
lincoln news
Moving With The Military
Abe Lincoln Trivia
Lincoln Military Housing is excited to announce that we have partnered with Moving With The Military in a four-part DIY series that showcases easy and costeffective ways to decorate your home! Click here to view our first episode and stay tuned through early September for our next three episodes!
1. Abraham Lincoln was the ____ President. 2. What is Abraham Lincoln’s Birthday? 3. When Did Abraham Lincoln serve as President?
team development
4. Who Assassinated Abraham Lincoln?
New Incident Report System
5. How tall was Abraham Lincoln?
A new way to submit! The new Incident Reports, ADA Accommodations & Modifications Requests system is now live. Check out the training video below on how to use the system.
Answers below
Access the FAQs at http://lincoln.myintranet.com/intranet/news/view.php?id=1392
our core mission 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.
Holidays
Offices Closed*
our core values
Labor Day | Monday, September 3rd * Check with your regional office for potential variations
balance join the conversation
commitment
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.
integrity respect empowerment communication
1. 16th, 2. February 12, 1809, 3. March 1861 until his assassination in April 1865, 4. John Wilkes Booth, 5. Six feet, four inches
8