200 Fairbrook Dr, Suite 101 Herndon, VA 20170
Lincoln Messenger
fourth quarter • issue 18 • january 2018
Community Service page 3
Call Center page 4
2017 Moments page 5
inspiration
A Letter from Philip: Commitment I must admit, as a child, January was one of my least favorite months. As I came down off the high of the holidays, with to many sweets and to much time off of school, I was met with the cold reality that the next extended break was many months away, and growing up in the Midwest, so was the warmth of summer! As I grew in my professional career, January has brought a much more positive feeling, a new opportunity to build on the success of the past, and continue to strive for improvement in the areas where I might have fallen short. With the first month of the year under our belt, we are off and running on another year of pushing ourselves to improve together, to find new ways to connect to our residents, our partners and each other while reinforcing what has worked in the past. 2017 was a great year for LMH as a whole, with our most CEL Awards to date (105 to be exact), with that being said, 2018 brings an opportunity to GET BETTER! Whether you are working on personal goals, family goals,
“Always bear in mind that your own resolution to succeed, is more important than any other one thing.”
– Abraham Lincoln November 5, 1855
professional goals or your team’s goals, know that success or failure is not achieved at some point later in the calendar, it is achieved with the decisions we make today, and the actions we take…next. Make your next action one that moves you along (or gets you back on track ;-) towards reaching your goals. The process of pushing for growth means that whether or not you hit the target, you will get better! Good Luck! – 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.
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marketing updates
in this issue
inspiration_______________ page 1 A Letter from Philip: Communication department updates_____ pages 2 & 4 Military Allowance, Understanding BAH Call Center services and charities____ pages 2 & 3 Lincoln Charities Community Service Mission Moments team development__________ page 3 Happy New Year! lincoln news____________ pages 4-7 Lincoln Employee Milestones 2017 Moments
Military Allowance, Understanding BAH At the last Leadership Conference in May 2017, our team expressed difficulty in explaining the value of LMH housing compared to that of non-military housing. To help educate our residents and provide our teams assistance in having this conversation, we have created an infographic surrounding the topic of BAH. The BAH infographic promotion started when the 2018 BAH rates were released mid-December. Our goal is to continue to repurpose content, and promote by sharing on our social channels throughout the PCS season. We are always looking for new and creative ways to promote content, If you have any additional ideas or ways to promote this valuable piece to our military families, please feel free to share your ideas with us by emailing LincolnMilitary@lpsi.com. Click here to view the full infographic.
2017 Year in Review RED Shirt Fridays
Lincoln Charities In 2017, Lincoln Charities helped a total of 40 Lincoln families and paid out in total over $270K which is the largest in LCI History. We also had a lot of wonderful events to raise awareness and money such as outings to theme parks like the LPC Midwest team, a recent t-shirt campaign through CustomInk.com and various fundraising events all across the country! We are looking forward to celebrating our 10th anniversary in 2018.
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team development
Happy New Year! This past year, LMH Team Development focused on several programs and initiatives that contributed to our team’s overall performance and development. Our goal is to continue to support LMH’s mission of providing each and every team member with opportunities for personal and professional growth. The following are just a few projects and initiatives that were rolled out in 2017: ELEVATE - Learning Management System: Grace Hill’s upgraded platform. Elevate features a whole new look and feel. The online courses have been re-designed around learning science principles. Easier for Team Members to focus on smaller sections, retain more, understand faster, and acquire new skills. HALOGEN – Performance Management System: Upgraded with new features. Halogen is now accessible through single sign on, allows all team members to update their progress on performance goals, development plans, allows for one to one meetings with supervisors to be documented in the system, uploading documents to support performance and allows all team members to provide on-going feedback, recognition and coaching.
Leadership Essentials LMH partnered with Engaged Leadership Consulting group which provided LMH leaders (Supervisors, Managers, Regional Directors and VP’s) with an instructor-led workshop. The workshops provide some great tools, powerful discussions and job aids, including effective feedback, communication and leading our teams. These classes are one of many that we will continue to provide as part of leadership development. What’s ahead for 2018? LMH Team Development will continue to focus on programs and initiatives that continue to help all team members in developing in their current job roles or readiness for future opportunities. Here are a just a few that are currently in the works: • Revised New Hire Orientation • On-boarding process for the New Hire • Introduction to Supervisor skills workshops
services and charities
Community Service Mission Moments This quarter Lincoln Military Housing Community Services in Lemoore, CA got into the holiday spirit with taking 66 families to Hillcrest Family Farms in Reedley, CA. 264 residents arrived in their holiday pajamas. Families experienced the magic of moonlight steam train ride through the redwood trees as it moved in the crisp December night air. Lights and displays were seen along the tracks. It felt like families were in the North Pole. Bottomless cookies and hot chocolate were available. Bonfires were ablaze while families sat and enjoyed live music and caroling sessions. It was a night full of family fun, holiday cheer and a little magic in the air. 3
department updates
Call Center Hello, 2018! AND...”Hello, thank you for calling Lincoln At Your Service, this is____, how may we help you?” This year, we say “Hello” to 3 words, EFFICIENCY, RESOLUTION, and CAPACITY. And say “Goodbye” to Mediocrity! All three words play a valuable role in the services we provide our military families and district teams. Our goal is not to be considered as order-takers but as memorable service
makers. Throughout 2018, we will focus on asking and answering the following questions for each “hello”:
CAPACITY – how can we as a team work together to provide residents with a more memorable maintenance experience?
EFFICIENCY – how can we maximize our resident interactions when handling their maintenance issues, so the resident’s time with us is memorable?
Along the way, we’ll share the enhancements and improvements we implemented within our National Call Center page. Check it out and become our biggest fan!
RESOLUTION – how can we clearly troubleshoot and communicate our residents’ maintenance issues, so resident recalls our overall service as memorable?
What will your three words be to make 2018 the most memorable for our residents?
lincoln news
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 Navy 10 Years Jasmine Alarcon James Archbell Jose Carrasco Gary Golden Kathie Huss Juan Joya Stephen Lavoie Elvira Portacio Victoria Valenzuela Rick Van Winkle
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5 Years Tabitha Alcaraz Chris Crawford Debra Grace Na-Tasha Mobley Patrick Scott Ignacio Valdivia Juan Vicario Southwest Marines 15 Years Bradley Sherman
10 Years Donna Griffin Hilarion Pisco 5 Years Gaspar Barajas Flandus Harrell Andrew Killion West Army/Navy 10 Years Michael Castillo Billy Hawkins
Samuel Martin Carlos Mendoza David Scott 5 Years Maria Camarena Mid-Atlantic Navy/ Marines 10 Years Melinda Commander Andrew Dobie Stephanie German
5 Years Bernie Ford Elizabeth Gethagan Robyn Kiesel Steven Larrabee Serena Long Vernon Tillage
lincoln news
2017 Moments
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lincoln news
2017 YEAR IN REVIEW Total IT Service Tickets Submitted
9,116
Called Into Call Center
443,293
216,555
Completed After Hours
61,175
Maintenance Tickets Completed
? SatisFacts Survey Responses —
Number of SatisFacts Awards
74
235,761 Service Calls to Call Center RedFlag Notifications Sent
718
Total Move-Ins
Web Tickets Completed
9,830
17,286
SatisFacts LMH Average Score
4.49
Total Number of LMH Employees
1,275
294
Training Sessions
J
522
Community Service Events
450+
........ 17,706
Tracked Inquiries via LincolnMilitary.com, LeaseHawk, and Hubspot
48,216
End of Year Occupancy
94.16%
18,227 ........ Total Move-Outs
LincolnMilitary.com 6
New Hires
593,078 Sessions — 1,275,728
Users —
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
Have you checked out the new Maintenance Training Video Website? CLICK HERE to watch latest how to’s, tips, and tricks! If you want to become an LMH Star, make a short video on your phone and email Mitch Hillerman, mhillerman@lpsi.com, to submit your video today!
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.
Gold Medallion East . . . . . . . . . . . . March 12, 2018 Gold Medallion South . . . . . . . . . . March 2018
our core values
Gold Medallion West . . . . . . . . . . . March 16, 2018
balance join the conversation 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.
commitment integrity respect empowerment communication 7