200 Fairbrook Dr, Suite 101 Herndon, VA 20170
Lincoln Messenger
second quarter • issue 27 • july 2020
Joint Base Lewis-McChord Renovations page 4
LMH Partners with Operation Homefront page 5
These last few weeks have been trying for us all. We recognize the strength it has taken to work through it, and there is still work to be done. Stay safe, Tim Byrne Chairman, Lincoln Military Housing
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Words without action can sometimes be perceived as hollow. Our employees are our first priority and deserve more than just words. We are taking action to continue and grow our commitment to preventing racism and discrimination.
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Our Commitment to Diversity and Inclusion
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Our New “Virtual” Reality page 7
“Our values are rooted in care and support for our employees, residents, and partners alike. We do not and will not tolerate racism, prejudice, or discrimination within our company or at any of our developments or communities and will remain focused on inclusion and belonging.” Mack Pogue Founder and Chairman of the Board Lincoln Property Company 1
lincoln news
Residents Give Lincoln Military Housing Top Ratings of “Outstanding” or “Very Good” in 97 Communities in this issue
inspiration __________ page 1 A Letter from Tim Byrne
lincoln news________ pages 2-11 Residents Give Lincoln Military Housing Top Ratings in 97 Communities RED Shirt Fridays Renovations for 1,100 Homes on Joint Base Lewis-McChord (JBLM)
Lincoln Military Housing received both the Platinum A-List and A-List Awards for service excellence after residents rated their experience as either “outstanding” or “very good” (the top two ratings available) in the 2019 annual Resident Satisfaction Survey (RSS). This annual survey is one of three metrics utilized in measuring resident satisfaction with PPV housing managers. The other two feedback surveys are done at move-in and after a completed work order. In the recent article, “Resident Satisfaction and Participation Increase in Fall 2019 PPV Survey,”Greg Wright, the CNIC housing director, stated, “With increased resident participation, we gain better insight into where CNIC and our housing partners are getting it right and where we need continued focus. The 10 percent increase in response rate is really the best news out from the survey because it means we have a clearer picture of where we are at with improvements to PPV housing.”
Lincoln Military Housing Partners with Operation Homefront Lincoln Charities Gives Back Lincoln Employee Milestones Our New “Virtual” Reality Core 2 Our Mission
Residents are asked yearly to participate in the RSS survey program through CEL & Associates Inc., a real estate consulting firm and a national provider of resident satisfaction surveys. The RSS focuses on three satisfaction indexesOverall Satisfaction, Property Satisfaction, and Service Satisfaction. Most importantly, it provides an opportunity for residents to share their opinion about the condition of the home, including questions that encompass their
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lincoln news overall living experience. Specific topics covered in the survey include customer service, maintenance, staff responsiveness, home quality, community appearance, and amenities. In May of 2019, the Navy sent an Out of Cycle survey, and, in comparison, this more recent survey resulted in residents giving scores averaging 15 percent higher across the Lincoln portfolio. By gathering this feedback from our military families, Lincoln Military Housing can gain immediate and actionable information from our communities and have better insight into the experience we are providing our families. Feedback from residents allows us to improve operations, service, and performance through open communication. Through this process, we are also able to build stronger relationships with our residents
“Our mission is to provide the best service and quality homes 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, Chief Operating Officer & Co-Chief Executive Officer 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 for our military community.” Since 1998, the Platinum A-List Awards and A-List Awards for Customer Service Excellence have been considered among the most sought-after recognition programs within the industry for measuring property performance and evaluating resident satisfaction. These awards have become the National Standard for Service Excellence. At Lincoln Military Housing, there were 27 recipients of the Platinum A-List Award, including housing at NAS Fallon, NB San Diego, NAVACAD Annapolis-Kinkaid Rd, NSASO- NSF Dahlgren, Carolina Meadows, Cypress Way, NAVSTA FlagsHampton Roads, Mechanicsburg Enlisted & Officer, and MCB Camp Lejeune, Heroes Manor. In addition, there were 70 recipients of the A-List Awards, including communities at MCAGCC Twentynine Palms, MCAS Yuma, MCB Camp Pendleton, and MCB Quantico, NAWS China Lake, NAF El Centro, NAS Lemoore, NB San Diego, NAV BASE Ventura, NAVACAD Annapolis- N Severn, NAVACAD Annapolis- Officers Navy Yard, NAVACAD Annapolis- Perry Circle, NSASP- NSF Dahlgren Field Grade Sampson, NSASP-NSF Dahlgren Townhomes, NSASP-NSF Dahlgren Welsh Road, Pecan Crescent, Sewells Point-Enlisted, Stanley Court, Village at Whitehurst Farms, and AWCACDV Patuxent River.
RED Shirt Friday 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.
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lincoln news
Lincoln Military Housing Announces Renovations for 1,100 Homes on Joint Base Lewis-McChord (JBLM) Lincoln Military Housing (LMH), a partner to the U.S. Army for the construction and management of on-base housing at Joint Base LewisMcChord (JBLM), reveals plans to upgrade homes in three communities to include upgrades to air conditioning, electrical, plumbing, luxury vinyl plank flooring, updated kitchens, and bathrooms.
“We firmly believe that improving the quality of homes and neighborhoods has a direct impact on family readiness and the overall morale of our military and their families,”
said Nathaniel Stevens, Area Vice President for Lincoln Military Housing. “Our goal is to improve and maintain our communities’ long term while the focus is to modernize the homes all while providing our military and their family a place to live that they are proud to call home.” Joint Base Lewis-McChord housing, managed by LMH, will commence the multi-year interior renovation this summer, and when the project is complete, it will impact over 1,100 homes in Heartwood, New Hillside, and Davis Hill. Non-occupied homes are being made available to new move-ins upon completion. To ensure there is
no disruption to current residents, occupied homes will be renovated upon move out. Additional projects LMH has in the works at JBLM include: • Renovations in the historic Bricks Community • Improving traffic flow and adding parking options in Greenwood • Laundry room renovations on 62 homes in Parkway to provide each home with a new washer and dryer unit • Park improvements and converting carports to garages in Beachwood and Madigan • New paving, sidewalks, siding, and fencing at various communities throughout JBLM
LMH’s partnership with Joint Base Lewis-McChord is part of the Military Housing Privatization Initiative (MHPI). MHPI is designed to use private-sector expertise and innovation to provide necessary housing more efficiently all while renovating faster and reinvesting back into the project. LMH acquired the 5,000 homes at Lewis-McChord Communities in April 2016. LewisMcChord Communities has over 3,100 renovated homes and has designed and built over 1,400 new homes and 5 community centers for the families to enjoy and use for special events. LMH continues to focus long term while modernizing homes with a goal of providing the military and their family a place to live that they are proud to call home.
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lincoln news
Lincoln Military Housing Partners with Operation Homefront to Bring Military Families Essential Items During COVID-19 Lincoln Military Housing (LMH) team members set up drive-through distribution sites at seven community centers on Camp Pendleton to provide military family residents convenient access to essential items. Resources for the contact-free distribution sites were made possible through a collaboration with Operation Homefront and include essential items such as personal hygiene products and food items. The initiative was informed by resident feedback and military community surveys such as the most recent Pain Point Survey from Blue Star Families dated 4/19/2020, which found that 60% of military family respondents would like grocery delivery or curbside pickup. The survey also noted that 9% of military family respondents have a member of their household that is at high risk of infection, and the family cannot shop for groceries or medicine for fear of exposure. “We understand this is a difficult time for everyone, including our residents, and want to do as much as possible to assist our families,” said Jill Dorflinger, Regional Vice President of Lincoln Military Housing. “We are committed to working with organizations like Operation Homefront and the Food Bank of San Diego to bring as many resources as possible closer to home and prevent our residents from having to leave their community more than necessary.” Because of the high demand, Operation Homefront can only access the food bank resources once every two weeks. They do, however, receive other donations that are made available to LMH for purchase at a reduced rate. In addition to the food items donated, LMH purchases the additional resources made available by Operation Homefront to provide meals to go and snack pickups for residents throughout the communities on regular rotations. “We are always excited to receive donations from Operation Homefront for our families. Because sometimes we don’t know what we are going to be receiving, we work hard to make sure the bags are full of quality products,” said Brooke St. James, Event Coordinator with Lincoln Military Housing. Additional food resources are also available from the Armed Services YMCA (ASYMCA) located on the Camp Pendleton installation. Held on the 4th Friday of the month, the
ASYMCA provides 300 families with food and diapers and have transitioned to a drive-thru option. Military families are encouraged to register as the slots tend to fill up quickly. Feeding San Diego has also set up a meal distribution for children and teens at the San Diego Armed Services YMCA, where meals are available Monday through Saturday. For more information on food assistance programs operating during the Coronavirus Crisis, visit https://lincolnmilitary.com/ military-resources/.
About Operation Homefront Founded in 2002, Operation Homefront is a national nonprofit organization whose mission is to build strong, stable, and secure military families so that they can thrive - not simply struggle to get by – in the communities they have worked so hard to protect. Recognized for superior performance by leading independent charity oversight groups, 92 percent of Operation Homefront expenditures go directly to programs that support tens of thousands of military families each year. Operation Homefront provides critical financial assistance, transitional and permanent housing and family support services to prevent short-term needs from turning into chronic, long-term struggles. Thanks to the generosity of our donors and the support from thousands of volunteers, Operation Homefront proudly serves America’s military families. 5
lincoln news
Lincoln Charities Gives Back As the worldwide response to COVID-19 continues, some of the events of which may have already impacted your family, we urge you to not forget about Lincoln Charities. You have many, many people in your corner, ones you may never meet, but who are earnestly waiting to help you if you need it. The biggest requirement right now to be aware of is completing at least two years of tenure with Lincoln (and remember! Time worked at a property that we have transitioned into LPC counts). COVID-19 or not, if any kind of tragedy has befallen you and yours, don’t wait to ask for help! We can’t help our family without donations, so we thank all of you for your response to all the great fundraisers and events that our Lincoln Charities Ambassadors help with, including t-shirt drives and the recent #LincolnCharitiesChallenge campaign. One of the best ways of helping financially is to sign up for donating right through your paycheck. What a great Lincoln Family we have! PS: Have you seen our video? 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.
Lincoln Employee Milestones Please join us in congratulating the members of the Lincoln Military Housing team listed below who are celebrating their milestone anniversaries. Southwest Marines
Mid-Atlantic Navy/Marines
15 Years
15 Years
Maria Briseno
Jamie Taylor
10 Years
Jessica Younce
Antionio Huerta
10 Years
Southwest Navy
Patu Paphilius
Edward Valedon
15 Years
5 Years
Stacy Skiles
Sergio Barajas
Charles Hedrick
5 Years
Noemi Campos
Jeremy Griffith
Erin George
10 Years
Ian Austin
Sendy Lopez
West Army
Kevin West
5 Years
5 Years
Kimberly Pinchon
Jesus Garcia
Alejandro Blanco
Michael Thomas
Fayreen Smith
Terron Huges
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community services
Our New “Virtual” Reality Residents throughout the country have been home for over four months due to COVID-19. That hasn’t stopped Lincoln Military Housing from creating custom and unique event opportunities to engage with families and provide them a sense of normalcy as they see familiar Lincoln faces. The Community Services program is an exclusive opportunity for military families living with Lincoln Military Housing to meet other families and get connected within their community. Typically LMH provides a monthly event for residents to come out and meet their neighbors and create lasting memories as a family, and all for free as it is one of many benefits to living at Lincoln Military Housing. LMH Community services team members have embraced the challenge and used a variety of virtual venues to include live streaming, pre-recorded content, and a hybrid of the two to create programming in record time. Typically, the LMH team members plan 3-6 months in advance for events, working with vendors, venues, and ensuring there are unique details that make families feel special. Within days the team members began production to produce virtual magic shows, yoga sessions, and scavenger hunts. Creating content
Thank you LMH for the lovely gift and goodies. Ivan and I appreciate the thought! - Military Spouse Shawna D.
that was unique and upheld the mission of “To improve the quality of life for our military residents through programs designed to strengthen personal connections between neighbors, and to partner with like-minded local organizations to support this goal.” The Community Services teams moved quickly to answer the needs of military families by partnering with organizations such as Operation Homefront to create drive-through food distributions. In addition to virtual events, local teams reacted quickly and produced a 2020 Graduation Celebration throughout all LMH communities. LMH celebrated the graduates with yard signs and banners, goodie bags and more! The initiative was the first Community Services campaign run simultaneously throughout all LMH regions.
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Our Core values are at the center of everything we do, how we work, and how we interact with each other. Integrity, Communication, Empowerment, Respect, Balance, and Commitment - these are the core core of Lincoln Military Housing and help guide us in achieving our mission for our team members, military families, and partners. We have witnessed individuals rise to the occasion and show unparalleled strength and dedication to serve those that serve and their military families. The people are the Core 2 Our Mission! #Core2OurMission
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.
our core values
What is Core 2 Our Mission? Military Families Military families are dedicated and make significant contributions and sacrifices to support their loved ones and the military community. Military spouses are strong, patient, flexible, open-minded, and have an open heart. Military children are resilient, inspirational, and courageous and are the heart of our communities. Thank you for the opportunity to serve your family and for selecting our community to call home. Team Members
commitment
In certain times and uncertain times, there is one constant... Lincoln Military Housing team members across the country go above and beyond for our military families. Our team members are honored to serve those that serve and their dedication is especially highlighted during this time of national crisis. Thank you for helping our residents endure through this time.
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Our Partners
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Military Partners are focused on assisting service members and their families as an advocate for housing in addition to providing resources to ensure our military is able to maximize emotional, social, and physical development. Lincoln Military Housing and the military partners together are dedicated to supporting mission readiness and retention. Thank you for your partnership and support.
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empowerment communication
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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!
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