200 Fairbrook Dr, Suite 101 Herndon, VA 20170
Lincoln Messenger
third quarter • issue 25 • october 2019
Don’t Forget RED Shirt Fridays! page 4
Mission Moment page 5
Fair Winds and Following Seas page 8
inspiration
A Letter from Philip As we close out the PCS season and a VERY busy year, I want to thank you. I want to thank you for making the decision to join Lincoln Military Housing. I want to thank you for showing up each day to deliver exemplary service to our families. I want to thank you for weathering the storm. I want to thank you for Standing Firm! Your commitment to our mission, to our families, our partners, and your fellow LMH team members is not just critical to our success, it plays a critical role in our National Defense and the mission of our Military around the world. I recognize that each of you has made sacrifices this year, sacrifices that have impacted your families,
your friends, and your balance. I am pleased to take time in October to celebrate your successes and the lessons we have learned when we have fallen short. We are getting better, and next year we will BE better with you on our team.
Philip Rizzo
Senior Vice President, Chief Operations Officer
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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lincoln news
in this issue
inspiration __________ page 1 A Letter from Philip
team development ___ page 3-4 New Team Members
Exemplary Service Incentive
lincoln news_______ pages 5-10 RED Shirt Fridays Lincoln Employee Milestones Mission Moment Lincoln Charities Third Quarter Flashback Fair Winds and Following Seas
calendar_________ pages 11-13
Learn How Your Team Can Earn an Extra $500 Bonus Each Month! Did you know the Exemplary Service Incentive has been extended through the end of 2019? Each District Team has the opportunity to earn an extra $500 bonus each month through the end of the year. Our goal is to deliver on our mission to provide exemplary service to our families. In order to do this, we want to increase participation in our SatisFacts survey program to ensure we receive ongoing feedback of how we can improve as a company. Below is an outline of the important program details and a full outline of potential incentives that the team can earn!
2019 Exemplary Service Incentive
Monthly
AVG Per EE Move-In SatisFacts
AVG Move-In SatisFacts
Per EE
AVG WO SatisFacts
Per EE
AVG WO Per EE* SatisFacts
4.5-4.74
4.75+
$250
4.5-4.74
$100
4.75+
$100
$250
*10% Response Rate Minimum, if the District scores 4.5-4.74, each site employee will receive $100. AVG District scores of 4.75-5.0 will pay each employee a total of $250. Max Potential $500/mo. Be sure to ask residents to complete their survey and give us feedback to improve. It is critical that we do not ask them to “give us a 5,” we want them to be honest and give us the score we deserve, anyone asking directly for a 5 or a “high score” will risk invalidating the entire Districts bonus - we will spot check by calling residents to follow-up.
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team development
Welcome to the Team! Justin Clancy We would like to welcome Justin Clancy to the LMH family in the role of Vice President/Assistant General Counsel. In this newly created role, Justin will be engaging in all legal issues for LMH and will be assisting me and Philip with legal guidance in the operations of LMH. Justin has just finished a long and highly successful career as a Navy JAG officer and in his many roles has had some experience with the MHPI projects that the Navy is a part of. Justin will be officing in the Herndon Admin office. We are thrilled that Justin has agreed to join our team and I look forward to having him start visiting some of our sites to meet with our great teams.
Megan Hanson We would like to introduce Philip Rizzo’s new Executive Assistant, Megan Hanson. As a Navy veteran, Megan served in both military and civilian sectors supporting personnel at all levels primarily as an Executive Assistant, while also working in general administrative, intelligence operations, tax, sales, and technology. She is the mother of a 5-year-old and has spent the majority of her life working with, living with and supporting the military. From Megan, “I am passionate about our US service members and feel beyond blessed to be able to support and give back daily with Lincoln. I will be supporting Philip but want to ensure my presence is made available to help everyone in whatever way I can administratively or otherwise.” Megan can be reached at mhanson@lpsi.com or 949-381-7503.
Jeff Guild Veteran Jeff Guild joined the company as Vice President for the Hampton Roads area. Mr. Guild will be responsible for maintaining strong base relationships with LMH’s Hampton Roads Navy partners and ensuring that our families receive the highest level of exemplary service. Like many of LMH’s employees, Guild grew up on U.S. Army bases around the world and served in the military himself. Jeff served in the Navy and was assigned to the Naval Special Warfare Development Group (NSWDG) and completed 13 overseas deployments to Europe, Africa, and Afghanistan. After retiring from the Navy, Jeff earned his MBA from the Acton School of Business in Austin, Texas. Guild comes to LMH from Granbridge Real Estate Capital, where his focus was multifamily financing. “Jeff’s military service and professional experience make him a perfect fit to fulfill Lincoln’s mission of providing outstanding exemplary service to all of our families,” said John Corriher, Mid-Atlantic Regional Vice President. “We look forward to having Jeff join the Lincoln family.”
Brooke Scarbrough We are excited to announce that Brooke Scarbrough is joining our team as National Communications Coordinator on September 30, 2019. She will be collaborating with our teams across the country to improve communications with our partner and residents and press relations as a whole. Brooke Scarbrough most recently served as the Community Services Director in Mid-Atlantic Navy/ Marine Corps. She has been passionately serving our residents and supporting our team at Lincoln Military Housing for over nine years! Among her many awards, Brooke was awarded the Gold Medallion and Flight Award from the First Lady of Virginia. Brooke, a United States Marine Corps Spouse is well connected within our military community and serves on many boards, including the ASYMCA. Congratulations, Brooke!
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team development Shaylene Warembourg We are excited to announce Shaylene Warembourg is joining our team as Resident Communication Associate on October 21, 2019. This role was specifically built from the feedback we have received from our LMH team members! Shaylene will ensure all of our prospects and military families receive a consistent brand message when reaching out on social or our website. Shaylene most recently served as a Customer Service Representative at Quantico. She has been a part of the LMH team for more than a year and has a passion for helping Military families and the community. She has proved to be a huge asset and integral part of the Quantico team’s success and we know it will continue in her new role. Shaylene has experience both within LMH and as a United States Marine Corps Spouse. Congratulations, Shaylene!
Christopher Brown Please join us in welcoming Chris Brown to the IT Team as our Mid-Atlantic North IT Regional Support Coordinator. He comes well versed in the full IT stack with his previous position supporting the nationally distributed IT infrastructure at Planet Home Lending. Chris will office out of the Annapolis GMO. Welcome, Chris, we are excited to have you join the team!
Carl Charleston Please join me in welcoming Carl Charleston to the IT Team as our San Diego IT Regional Support Coordinator. He comes with many years of experience within IT and has worked for great companies like ConAm Property Management and Veterans Medical Research Foundation. Carl will sit with us at the SD-GMO office. Welcome, Carl, we are excited to have you on board!
Ari Uquillas We’d like to welcome Ari Uquillas to LMH. He will be filling the role of our Yardi Administrator and will be based out of San Diego. Ari will be supporting and implementing our Yardi suite of products as well as other IT software solutions. Ari has a business degree from San Diego State and has over 10 years of experience working in property management.
Mark Rettinghaus Mark Retttinghaus has been promoted to the National Telecommunications Administrator. He has been onboard with Lincoln since October 2018 and is not only well versed in the IT realm of computers but has extensive experience working with mobile devices and telecom. We’re looking forward to Mark’s continued contributions in the mobile and telecom space.
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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.
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. Southwest Marines
Breck Babcock
Teresa Herrera
15 Years
Dale Haas
Maria Misenhelter
Fortunato Altamirano
Malcolm Obie
Alicia Tamayo
Juan Armenta
5 Years
5 Years
James Bingham
Tameka Freeman
Juan Arredondo Ryan Mitchell
Johnny Martin 5 Years
Southwest Navy
Shirley Horn
Bryan Anderson-Heatley
15 Years
Marie Sowell
Atuatasi Monalisaleilani
Luisa Knight
Mata Hecmarzachary
Derek Feldman
Esteban Martinez
Obed Flores Sandoval
10 Years
National Support
Jocelyn Garza
Andrew Moore
10 Years
Amanda Nava
5 Years
Kelly Marks
Claudia Escobar Mid-Atlantic Navy/
Patrick Quinones
Marines
Carlos Vazquez Sifuentes
15 Years
10 Years
Daniel Hawkins
David Alfonso
10 Years
Casey Held
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lincoln news
Mission Moment To Whom It May Concern, I’m writing to formally praise one of your employees, Jesus Serrano, for his exemplary customer service. In June our AC stopped working and maintenance personnel brought a temporary portable AC machine to get us through the night. He explained that there was only one employee certified to fix ACs currently and we were the 10 calls that night. With that in mind, I was surprised when Jesus ACs came early that morning to begin diagnosing the problem and was instantly impressed that he did not appear that overwhelmed in the slightest. His demeanor was confident, polite, empathic and professional. It took a few days to fix the problem, and we had power outages during this time as well. Seeing that we have three young children under five years old and that the house was already 87 degrees, he advocated for us to stay at the lodge before I even had a chance to make the request. Over those several days, he would partner with me about when to expect him to arrive at the house, and EVERY time he was true to his word. This week Jesus responded again to one of our maintenance requests that involved a water leak. Not only was he there within the hour of the request, but he insisted on fixing our other two outstanding maintenance requests almost joyfully. THIS is the reason my husband and I decided to live on base. We have three young children, we have NO family that lives closer than Chicago, my husband is deployed almost this entire year, and I work as a pediatric intensive care nurse. Our life is so packed already, and we purposely chose to NOT buy a house this year specifically so we had peace of mind in relation to household repairs. While all my experiences with Lincoln housing have been good, Jesus went above and beyond deserves the utmost praise. I literally prayed to Jesus during the AC fiasco because it was such a and tough week all ready for our family. I smiled instantly when I read Jesus Serrano’s name tag when he came t our door. With the Upmost Thanks and Appreciation,
Mrs. Mackey LMH Lemoore Family
services and charities
Lincoln Charities We are excited to share that Lincoln Charities was able to raise $1,500 through our recent t-shirt campaign! Thank you to all of the team members that purchased t-shirts. Are you automatically donating to Lincoln Charities via your paycheck? It doesn’t get any easier to help support our charity. If you’re not already giving through your paycheck and would like to, please go to our page on the KC for more info.
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Third Quarter Flashback
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lincoln news
Fair Winds and Following Seas John Balbin proved himself to be an essential part of our Bayview team over the last year he was with us. He never failed to have a “can-do” attitude. He was challenged to step outside of his comfort zone by his team in many different ways and always rose to the challenge. John was an integral part of ensuring resident notification for all of Bayview’s ongoing CapEx Projects and would assist his team by completing his own Make Readies. Whether a Service Technician needed help moving an appliance or a resident was asking for assistance transporting bulk items, John showed up with his Mini-Truck with a smile on his face and willingness to help. All the while, maintaining his regular responsibilities. Before he left for boot camp he was awarded the Gold Medallion for Porter of the Year 2018. We were sad to see him go but proud of him as he joined the United States Navy, we will be seeing more of him as he is currently stationed in San Diego.
Left to Right: Brenda Lopez (Service Coordinator), Patrico Bermoy (Service Tech), Ricarda Hawkins (CSR), Lucas Rodirguez (Lead tech), Jennifer Oglesby (Service Manager), John Balbin, Jasmine Alarcon (Regional Property Manager), Alicia Tamayo (Assistant District Manager), Destiny Delgado (CSR), Genalynn Belmudez (District Manager)
“ Before he left for boot camp he was awarded the Gold Medallion for Porter of the Year 2018.”
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October 2019 Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
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Café campaign begins! All unregistered vendors will be sent invitations.
W ear Pink!
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Semi-Monthly Pay Day
Semi-Monthly Pay Day
Wear Pink!
Wear Pink!
Wear Pink!
Homes.mil Refresher Training
Bi-Weekly Pay Day
2020 Annual Enrollment packets mailed Homes.mil Refresher Training Bi-Weekly Pay Day
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Homes.mil Refresher Training
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Wear Pink!
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Halloween
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*Check with your regional office for potential variations
October is Breast Cancer Awareness Month! Each Wednesday of the Month, we are requesting the team wears pink.
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November 2019 Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
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Daylight Savings
Veterans Day Observed *Offices Closed
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Homes.mil New Hire/Refresher Training
Semi-Monthly Pay Day
2020 Annual Enrollment Begins
Bi-Weekly Pay Day
2020 Annual Enrollment Ends
Semi-Monthly Pay Day Bi-Weekly Pay Day
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*Offices Closed
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*Offices Closed
*Check with your regional office for potential variations
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27
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*Offices Closed
*Offices Closed
Thanksgiving Observed
Thanksgiving Observed
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December 2019 Sunday
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Look for kickoff Halogen webinar to be hosted this week.
Monday
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Tuesday
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Wednesday
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Thursday
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Friday
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Semi-Monthly Pay Day
Saturday
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Bi-Weekly Pay Day
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Homes.mil New Hire/Refresher Training
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*Offices Closed
*Offices Closed
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Christmas Holiday Observed
Vendor Café: All bill boxes will be phased out.
Christmas Holiday Observed
Semi-Monthly Pay Day Bi-Weekly Pay Day
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New Year’s Day *Offices Closed
*Check with your regional office for potential variations PLEASE NOTE: All invoice submissions will be required to be made through Vendor Café starting January 1st.
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lincoln news
Learn How Your Team Can Earn an Extra $500 Bonus Each Month! Did you know the Exemplary Service Incentive has been extended through the end of 2019? Each District Team has the opportunity to earn an extra $500 bonus each month through the end of the year. Our goal is to deliver on our mission to provide exemplary service to our families.
In order to do this, we want to increase participation in our SatisFacts survey program to ensure we receive ongoing feedback of how we can improve as a company. Below is an outline of the important program details and a full outline of potential incentives that the team can earn!
2019 Exemplary Service Incentive
Monthly
AVG Per EE Move-In SatisFacts
AVG Move-In SatisFacts
Per EE
AVG WO SatisFacts
Per EE
AVG WO Per EE* SatisFacts
4.5-4.74
4.75+
$250
4.5-4.74
$100
4.75+
$100
$250
*10% Response Rate Minimum, if the District scores 4.5-4.74, each site employee will receive $100. AVG District scores of 4.75-5.0 will pay each employee a total of $250. Max Potential $500/mo. Be sure to ask residents to complete their survey and give us feedback to improve. It is critical that we do not ask them to “give us a 5,” we want them to be honest and give us the score we deserve, anyone asking directly for a 5 or a “high score” will risk invalidating the entire Districts bonus - we will spot check by calling residents to follow-up.
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
balance
commitment
integrity
respect join the conversation
we welcome your feedback! 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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empowerment
communication