Valley Rental Housing Journal August 2015

August 2015

Rental Housing Journal Valley

2. Dear Maintenance Men 3. Membership Has Its Privileges: MFNW 6. Ask the Secret Shopper

EUGENE • SALEM • ALBANY • CORVALLIS

VALLE

WWW.RENTALHOUSINGJOURNAL.COM • PROFESSIONAL PUBLISHING, INC

EUGENE • SALEM • ALBANY • CORVALLIS

What Landlords Need to Know About Bed Bugs By: Chuck Nelson, Owner of Dog Inspectors eing a landlord is no easy task.

It is riddled with responsibilities, from screening all tenants to taking care of maintenance repairs and keeping properties clean.

Perhaps one of the most dreaded calls a landlord can get is, “I think we have bed bugs.” According to a 2015 Bugs Without Borders Survey, conducted by the National Pest Management Association and the University of Kentucky, the No. 1 place where pest professionals report finding bed bugs is apartments/condominiums.

That’s why it’s important for landlords to be prepared and respond effectively.

Be prepared As a landlord, you’re bound to run into a bed bug issue at some point in time. First, you must determine what laws apply to your state to ensure that you know what you are responsible for should you be faced with a tenant infestation.

Twenty-two states have laws addressing bed bugs in rental properties, institutional facilities and schools. In many states, landlords have a duty to maintain their buildings free of pests. Although laws in most of these states use very general terms for ‘pests,’ those in Florida and New York City specify that landlords must exterminate bed bugs. In some states, landlords only need to act if more than one unit is infected.

Once you know what laws pertain to your state, develop a proactive plan to prevent bed bugs from entering your building. For example, schedule a pest control or K-9 inspection after each tenant leaves. You can continued on page 6

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Professional Publishing, Inc PO Box 30327 Portland, OR 97294-3327

Today’s Online Renter

National Study Sheds Light on Changing Prospect Behaviors and Preferences

By Doug Miller e just conducted a 2015 revisit of our landmark 2011 “Today’s Online Renter” study. The study addressed questions about how today’s online prospects shop, what drives rental decisions, what impact reviews have, the importance of social media and more.

Big picture, transparency and the basics are more important than ever.

• Shopping, Rental Decisions, Brand, Trust • 60.1% of apartment shoppers used a smart phone or tablet in their search (26.3% in 2011) and 78.3% visited a property’s website before contacting the office. Therefore websites must utilize Responsive Website Designs (as of April 2015 Google boosts rankings for sites with RWD) and HTML5 coding (how Apple products read websites and permits for ideal viewing on smartphones, tablets, laptops).

• The Top Five sources used changed since 2011 [chart], and review sites now a top source. Since 45.4% of shoppers now use review sites, it is critical to manage the resident experience and a property’s reputation.

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Apartment shopping sources ILS Apartment community or management company website Driving in desired neighborhoods Search engine Rating / review website Referrals Printed apartment guide Apartment community or management company social media Newspaper advertising

2015 Total 68.8% 66.5% 59.2% 50.5% 45.4% 42.4% 21.1% 11.6% 6.1%

• Prospects focus on basics: photos, floor plans, rents, specials, availability, and features / amenities. Reviews are also very important (4.18 on a five point importance scale) because they offer the transparency today’s consumer demands.

• The top rated factor impacting rental decisions was viewing an actual apartment home available to lease; this has implications on the market ready process and raises questions about how much to invest in models (ranked #12). Consistent with importance of transparency ...continued on page 4

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Dear Maintenance Men: Dear Maintenance Men: I have a bathroom sink that is slow draining. I have already snaked the drain and found no stoppage. When I remove the pop-up assembly and have an open drain, water whooshes down with no problem. However, with the pop-up in place, water backs up into the sink and

drains very slowly.

Paul Dear Paul: Most bathroom sinks have an overflow hole near the top edge of the sink. This hole serves two purposes; 1: Acts as a safety drain to keep the sink from overflowing should the

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we have used for a long time and who should know better, fall victim to mind reading errors. We no longer rely on verbal confirmation when finalizing a job. Everything is in writing no matter how small. Now, errors can still happen, but it is much easier to find who is at fault. To minimize errors further, be sure to write in a concise direct manner in simple sentences. Do not use compound sentences or complicated, jargon filled sentences. Write for the lowest common denominator. Often the work order will go from the contractor directly to his techs without any further explanations. The techs need to understand clearly what work is expected and authorized. If you have more than one task being performed in an apartment unit, itemize and specify by room what the work is. If you are painting, specify the color, flat or semi-gloss and what rooms are to be painted. If you have rooms or objects that are not to be painted, use a separate sentence so the difference can be clearly noted. This works with faucets, window coverings, flooring etc. Have the other party initial not only the original work order, but also any changes that take place before work proceeds. With the work order initialed, miscommunication is less likely. Don’t forget to add special notes and details when needed, include a phone number for any question.

Dear Maintenance Men: I am getting complaints for my residents that they are not getting hot water or that they need to run the water a long time before getting hot water. I checked the water heater and it is operating properly. What do you think the problem is?

David

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water rise above a certain level in the sink. 2: The overflow hole also serves as an air vent for the sink when the water levels are above the pop-up plug. The overflow hole allows air to escape through the drain and the water to evacuate more efficiently.

What has happened is hair, toothpaste, grime etc. have built-up and sealed off the overflow drain where it exits just below the pop-up assembly plug. Most snakes are too big to go through the overflow drain. Alternatively, a speedometer cable will work great or even a long zip tie will work. Push the cable or zip tie down through the overflow hole at the top of the sink and push any gunk out into the drain.

Use water to help push the debris out the overflow drain, a funnel works great to direct a good flow of water. If you cannot access the overflow to drain, you will need to disassemble the main drain assembly to gain access to the overflow drain exit. Once the overflow drain has good airflow, the sink should drain a bit faster. If this does not solve the problem completely, look at restricting the water flow coming out of the faucet. Use a restrictive aerator to cut down on the GPM of the faucet.

Dear Maintenance Men: I run into a vendor communications problem every now and then. It is very frustrating and at times costly to my pocket book or the vendors’ depending on whose error it is. It can be as simple as the wrong shade of paint, to as serious as work completed in the wrong unit. I try to keep my directions as simple and direct as possible, but mistakes still happen. What do you recommend?

Steve Dear Steve: Sometimes familiarity and the assumption the other party can read our mind gets in the way of proper communication skills. We have found that even with vendors

PO Box 30327 Portland, OR 97294-3327 AFTER Rental Housing Journal Valley • August 2015

RENTAL HOUSING JOURNAL VALLEY 16083 SW Upper Boones Ferry Road, Suite 105, Tigard, OR 97224 503-213-1281, 503-213-1288 Fax www.multifamilynw.org

Scott Arena President, Multifamily Northwest

Membership Has Its Privileges August 2015 or a few days in June I had the privilege of attending the NAA (National Apartment Association) Education Conference and Exposition. This is a four-day annual multifamily industry event held in different locations each year throughout the United States, drawing participants from around the world! Seven different countries represented in 2015! This year the conference was located in Las Vegas. And it was extremely hot. The “115 degrees” kind of hot! Fortunately, the resort hotels in that city have excellent air conditioning to keep you inside, comfortable, and, of course, “generating rev-

F

enue” – also referred to as gambling.

The conference was a spectacular event and drew record attendance of more than 9,000 industry professionals. Education sessions totaled 65 courses offering valuable learning opportunities for those seeking leadership skills, information technology, ROI enhancement, marketing, social media strategies, management communication, HR, and much more. As with past conferences, it was an amazing event providing excellent opportunity to network with fellow professionals, learn about industry advancements, and view new industry products via the largest trade show (870 exhibitors) the multifamily world has to offer.

Multifamily NW

Upcoming Educational Opportunities 8/4/2015

8/20/2015

Fair Housing for Maintenance

9th Annual SWV Charity Golf Tournament

8/5/2015

Landlord Study Hall: Marijuana Regulations, from Medicinal to Recreational

8/25/2015

EPA Lead-Based Paint Renovation Certification 8-Hour

8/6/2015

8/26/2015

Forms and Notices 101 (Vancouver)

Strengthening Frontline Skills for Maintenance

8/11/2015

8/27/2015

Maintenance for New Hires

PDX Membership BBQ

8/14/2015

9/1/2015

It's the Law Lunchtime Series: Time to Part Ways: Terminating the Tenancy

NALP: Why Your Competition Matters

8/18/2015

CAM: Marketing

CAM: Management of Residential Issues

8/18/2015

9/8/2015

MWV Membership BBQ

CAM: Property Maintenance for Managers

New Hire Training: Introduction to the Industry

was struggling to gain a sense of professionalism, with many owners and landlords operating without uniformity and any established rules of conduct or legal navigation. A primary goal of the association was, and still remains, maintaining the highest level of professionalism in the multifamily housing industry to best serve the rental housing needs of the public.

The NAA represents all sectors of the multifamily housing industry: Property managers, apartment owners, management executives, builders, developers, investors, leasing professionals, maintenance techs, suppliers and related industry professionals.

NAA seeks to support and further its mission through a variety of offerings to the industry professional. At the forefront is education. As any multifamily industry professional knows, learning, understanding and keeping current with our rapidly evolving world is critical to business survival and essential for success. ...continued on page 7

Multifamily NW & the SWV Council Present

The 9th Annual Southern Willamette Valley Charity Golf Tournament This is your chance to make a difference in our community while you enjoy a great day of golf! To date, Multifamily NW on behalf of its generous members, has raised over $300,000 for local housing charities. Join us on Thursday, August 20, 2015 at Emerald Valley Golf Course.

9/3/2015

8/19/2015

For this month’s article I am focusing upon one of the key benefits of membership with Multifamily NW: affiliation with the National Apartment Association (NAA).

As an entity or individual, joining the NAA is only possible through membership with the local rental housing affiliate. Along with the multitude of benefits offered by MFNW such as education, networking, board involvement, government affairs, charity events, tradeshows and more, it is important that members understand how the connection with NAA enhances this platform – offering even further opportunities of professional development and industry support.

So what is the NAA organization and how did it come into existence?

The entity was established over 75 years ago. In 1939, the mission of the association was defined as serving the interests of multifamily property owners, managers, developers and industry suppliers to promote and maintain the highest levels of professionalism. Prior to this time, the property management industry

9/9/2015

CAM: Human Resource Management Part I

Register Now! First-come, first-served basis (Maximum 144 golfers)

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Form of the Month

Rental Housing Journal Valley • August 2015

PEST CONTROL ADDENDUM DATE __________________________________________ PROPERTY NAME / NUMBER ___________________________________________________________________________________________________________________________________________________________________ RESIDENT NAME(S) ___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

UNIT NUMBER ___________________________________ STREET ADDRESS ___________________________________________________________________________________________________________________________________________________________________________

WHERE:

CITY ___________________________________________________________________________________________________________________________________________________ STATE ___________________________________ ZIP _____________________________________________________________

It is our goal to maintain the highest quality of living environment for our residents. Owner/Agent has inspected the unit prior to lease and knows of no pest infestation. Residents have an important role in preventing and controlling pests. Good housekeeping will help control any problem, minimize any infestation, and limit its spread.

Resident acknowledges that all furnishings and other personal property that will be moved into the unit are free from pests.

Resident agrees to avoid and not bring in secondhand goods that have not been thoroughly inspected for the presence of pests.

Resident agrees to promptly report any problems, specifically any signs of pests; and any related maintenance needs. Resident acknowledges that failure to timely report pest problems can substantially increase the kinds, number and costs of treatments.

Owner/Agent may conduct extermination operations in the unit several times a year and as needed to prevent or treat for pest infestation. Owner/Agent will notify Resident in advance of extermination operations in the unit, and give Resident instructions for the preparation of the unit and safe conduct during and after treatment. Resident will be responsible to prepare the unit for extermination treatments in accordance with Owner/Agent’s or the exterminator’s instructions. Resident must request, in writing, extermination treatments in addition to those regularly provided by Owner/Agent.

Resident agrees to follow the preparation guidelines required by Owner/Agent or the exterminator on the day of interior extermination treatments to ensure the safety and effectiveness of the extermination operation. If Resident is unprepared on the scheduled treatment date, Owner/Agent may charge Resident for the service call. Owner/Agent also reserves the right to charge Resident for necessary extermination services.

Preparation guidelines may include but are not limited to the following: • Empty and clean all cabinets and drawers in kitchen and bathroom • Remove all miscellaneous items from floor, clean all closet floors, and remove all items from under beds and/or furniture, allowing as much floor as possible to be accessible to treatment • Remove pets from the areas to be treated and notify Owner/Agent of their placement • In most cases, all residents and pets must vacate the unit for 3-4 hours after service • Remove chain locks or other types of obstruction on day of service • Cover fish tanks and turn off their air pumps • Do not wipe cabinets after treatment Prior to extermination, Resident is solely responsible to notify Owner/Agent, in writing, of any anticipated health or safety concerns related to extermination and the use of pesticides.

Resident agrees that violation of any of the terms of this addendum constitutes a material noncompliance with the Rental Agreement and is grounds for eviction and/or other legal action by Owner/Agent. Pest control protocol may change as new research developments occur.

Resident acknowledges that Owner/Agent will not be responsible for damage to, or decontamination of, Resident’s personal property or for providing temporary accommodations due to Resident’s failure to follow the terms of this Addendum.

X

SAMPLE

SAMPLE

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RESIDENT

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SAMPLE

X _____________________________________________________________________________________

DATE

RESIDENT

SAMPLE

SAMPLE

_____________________________________________________________________________________

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RESIDENT

SAMPLE RESIDENT

SAMPLE

RESIDENT

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DATE

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SAMPLE

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RESIDENT

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SAMPLE

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OWNER/AGENT

ON SITE

RESIDENT

MAIN OFFICE (IF REQUIRED)

SAMPLE _____________________________

DATE

SAMPLE _____________________________

DATE

Form M060 OR-WA Copyright © 2014 Multifamily NW®. NOT TO BE REPRODUCED WITHOUT WRITTEN PERMISSION. Revised 12/4/2014.

Pest Control Addendum M060 OR This form as become a popular addition to the typical move-in package of forms tenants sign at the beginning of a tenancy. It sets the expectations that tenants will promptly report any pest issues and agree to follow all instructions and treatment protocol. With this form signed, tenant noncompliance during pest treatments is a violation of the rental agreement. It also discloses dangers of introducing uninspected second hand furniture as well as acknowledging that the rental was pest free at move-in.

Emerald Valley Golf Course 83301 Dale Kuni Road Creswell, OR 97426

WHY:

Raise money for the Relief Nursery Get your registration form and check out golf and sponsorship opportunities at Multifamilynw.org or email info@multifamilynw.org.

SAMPLE _____________________________

DATE

SAMPLE _____________________________

DATE

Multifamily NW | 16083 SW Upper Boones Ferry Road, Suite 105, Tigard, OR 97224 TF 800-632-3007 | Fax 503-213-1288 | www.multifamilynw.org

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RENTAL HOUSING JOURNAL VALLEY

Online Renter ...continued from page 1 and the resident experience, perceived quality customer service and unfiltered reviews were rated second and fifth, respectively.

What impacts rental decisions – Top Five [Five point impact scale]

2015 Total

Perception of quality customer service

4.24

Viewing the actual apartment I can lease

4.58

Ability to pay rent online if no convenience fee

4.18

Security, access control features Ratings/reviews of community

4.16 3.99

• 24.4% report rental decisions are impacted by the management company brand name; this means 75.6% of decisions are not impacted by brand name.

Therefore communities must focus on service delivery and the resident experience as drive their online reputation.

• 74.4% trust friends and family. At 67.7%, reviews had the second highest “trust” score; sites offering reviews rank high in Google searches so properties must focus on delivering a quality resident experience and leveraging this feedback online. Residents do not trust ads (second to last, 11.8%) or a property’s social media efforts (ranked last, 7.1%).

What sources do you trust?

2015 Total

Online ratings / reviews / comments

67.7%

Friends, family members or co-workers Company website Ads

Social media

74.4% 32.6% 11.8% 7.1%

• 49.7% do not trust websites where most or all reviews are positive. Because negative reviews are as important as positive ones, resist the temptation to cherry pick reviews to post on those sites that permit this.

• Ratings and Reviews • 61% were willing to post positive reviews about their community, however only 16% have ever been asked by the property; and a majority re-

4

ported being “very likely” to post comments or reviews online. This reveals an opportunity, however remember that offering incentives to post reviews violate Federal Trade Commission guidelines.

• Residents have strong feelings about properties responding to reviews. 51.7% felt that the staff responding communicates they provide great customer service, and 48.9% felt this shows the staff cares about residents. Only 11.1% said they did not care if the staff responded. Lastly, a majority reported that the staff not responding created a negative impression of the community. Responding presents another marketing opportunity.

• Social Media • Only 11% reported using social media a “source” when shopping, and social media earned a low 2.27 score on its impact on rental decisions (five point importance scale).

Additionally, as noted earlier, residents do not trust social media as a shopping source.

• Renters do not follow communities or management companies on most social media. While 20% reported following a community on Facebook, less than 3% reported following on Twitter, Instagram or Pinterest.

Key Takeaway #1 - Transparency • Prospects feel empowered and

want transparency so they can make informed decisions. They want to know what it’s really like to live at a community via unfiltered reviews, to tour actual vacant apartments they can lease, and they don’t trust marketing, ads or social media.

Key Takeaway #2 - The Basics • Success continues to have its foundation in the basics. And the basics are more critical than ever due to their impact on satisfaction with the resident experience and a property’s online reputation.

Doug Miller is founder and president of SatisFacts Research. Prior to creating his own businesses in 1996, starting in the late 1980's Miller was Director of Marketing for several national and regional property management firms. Miller received his B.S.B.A from Washington University (St. Louis) and his M.B.A. from The American University. Doug can be contacted at DMiller@SatisFacts.com.

VALLEY

EUGENE • SALEM • ALBANY • CORVALLIS

Rental Housing Journal Valley • August 2015

RENTAL HOUSING JOURNAL VALLEY

Bed Bugs ...continued from page 1

also provide guidelines for new tenants on prevention tactics, such as not bringing in used furniture and carefully inspecting luggage after a trip.

Respond Effectively When responding to a tenant’s complaint of an infestation, follow these guidelines: • Respond with empathy and understanding for the person making the complaint. Bed bugs can cause fear and hysteria, so a little kindness and compassion can go a long way when speaking with the person who reported seeing bed bugs.

• Promptly inspect the areas in question, especially beds and areas where luggage might be stored. Look for the bugs themselves, their shed skins or dark spots on sheets, bedding, walls, electric outlets, etc., as this may be an indication of bed bug fecal remains.

• Contact your pest management company. The sooner the problem is eradicated, the better. Make certain that whoever you use to treat the problem has a great deal of experience in bed bug eradication and offers a warranty for their work.

Tennessee to utilize trained, certified detection dogs to find bed bugs in commercial and residential build-

ings. For more information about the company's services, visit www. doginspectors.com.

• Schedule a follow-up pest control or K-9 inspection after the treatment has been completed to confirm all bed bugs have been eliminated.

• Document all actions taken.

Bed bugs are not something to mess around with, especially as a landlord. Nothing will cause residents to scatter and new tenants to avoid your property like the plague like a report of bed bugs. That’s why it is important to be proactive in preventing an infestation and in responding to a tenant’s report of bed bugs.

Chuck Nelson is the owner of Dog Inspectors, the first company in

www.rentalho usi n gj ou rn al.com

Property Management Industry Educational Conference & Trade Show September 24, 2015

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Rental Housing Journal Valley • August 2015

With a Ph.D. in sports psychology, Ivan Joseph shares studies that apply in business and life. He put these studies to use in his work – he coached at the World Championships and took a collegiate soccer team from a losing record to the National Championship in just 5 years.

28 great classes to pick from, including: Resident Retention Customer Service Leadership & Communication Single-Family Management Fair Housing Landlord Tenant Law Maintenance And more! spectrum_tradeshow_2015_ad_v1.indd 1

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6/15/15 5:52 PM

RENTAL HOUSING JOURNAL VALLEY

C

sk the Secret Shopper estly think that they are closing the sale by describing the application process if someone is interested in renting, rather than coming right out and asking that person to rent.

Remember: In order to get a commitment, you have to ask for one. Asking for the rental sounds something like this: After an outstanding presentation, the leasing consultant asked if I thought the apartment would work for me. (bait) I responded with great enthusiasm, “I love it! It’s perfect!” (bite) She said, “That’s great. Let’s go back to the office and I’ll get you started on the application.” (setting the hook) I told her I wasn’t ready to do that just yet because I had a couple more places to look first. She reminded me how much I loved the vaulted ceilings and the spacious kitchen, and I had to agree. When we got back to the office she handed me the application form and a pen. She said, “Go ahead and make yourself comfortable. I’ll get you something cold to drink while you start filling out the application.” (reeling in the fish) She returned with my soft drink and said, “I’ll need two separate checks: One for the deposit and the other for the application fee.

Make the first one out to…” (having fish for dinner tonight) Some of the most exciting, yet

discouraging stories shared among fishermen (and women!) are about the “ones that got away.” Do you want to tell leasing stories about the clients who “drove away” or about those who rented and decided to stay?

Remember: It's much easier to reel in a fish on a hook, than one that is swimming away…

If you are interested in leasing training or have a question or concern that you would like to see addressed, please reach out to me via e-mail. Otherwise, please contact Jancyn for your employee evaluation needs: www.jancyn.com ASK THE SECRET SHOPPER Provided by: Joyce (Kirby) Bica Former owner of Shoptalk Service Evaluations Consultant to Jancyn Evaluation Shops E-mail: shptalk2@gmail.com Copyright Joyce (Kirby) Bica If you are interested in leasing training or have a question or concern that you would like to see addressed, please reach out to me via e-mail. Otherwise, please contact Jancyn for your employee evaluation needs: www.jancyn.com Copyright Joyce (Kirby) Bica

deposits in the water heater and hot. If the pipes are hot or very hot to be done at least once a year. If you lines may also aggravate this prob- the touch, the pump is not working live in a hard water area, adding a lem. The circulation pump’s job is properly. If the pump does not spin water softener to the incoming cold to bring hot water to all the units at when plugged in, it may need to be water line will greatly improve calthe same time. When the pump is not replaced. If the pump motor is work- cium and hard water buildups in the working or is clogged; the hot water ing, the pump may be clogged with VALLEY, METRO, ARIZONA APT. NEWS will take much longer to get to the debris. Remove the pump and clear units furthest away from the heater. out the lines. Pay special attention The first step is to determine if the to the line between the pump and pump is working. The pump is nor- the water heater. The pump tends to mally found next to the water-heater. impact this section of the water line Check that the motor is plugged into due to calcium buildups in the water an electrical outlet. Next, touch the heater tank. While you have things Feb, Apr, Jun, Aug, Oct, Dec water lines on either side of the pump apart, this is a good time to clean and determine the temperature. If it out the tank deposits, which may be is working properly, the lines should contributing to the slow hot water isbe warm or cool to the touch, not sue. Water heater clean outs should

visit. The plumber arrived and after spending an hour bestowed the neurosurgeon a bill of $500. The surgeon was stunned; he said, “Even I don’t charge this much after a surgery.”

The plumber stood up, gave him a sly look and said, “Well, that is why I am a plumber now; I used to be a neurosurgeon.”

losing the sale is of utmost importance in turning prospective renters into new residents for your apartment community. It would be the equivalent of “setting the hook” for those who are trying to catch a fish. In each case, the prospect and the fish are trying to “get away” without committing to a home or a hook, while your job is trying to get both of them to BITE! Building owners and management companies want to know: What can we do to get our leasing staffs to close the sale? Even when we authorize incentives and rent specials to give them additional tools to work with, they still aren’t asking for the sale. What else can we do?

Even with incentives and promotions, the leasing people are still ultimately responsible for closing the sale. Very few clients will whip out their debit cards and say, “I’ll take it!” Most people who are not forced into making a buying decision will delay making one. They will continue to weigh all their options, and there are LOTS to consider!

I believe that the number one reason that leasing people are not converting more prospective renters into residents is because they stop short of asking for the sale. They are not “setting the hook.” They do a sensational job of presenting their product

and explaining the application process, which I would refer to as “putting the ‘bait’ out there.” However, when they get a buying signal (A BITE!!) they do not recognize it for what it is, and then let the prospect get away.

Here is what it looks like on a shopping report: After an outstanding presentation, the leasing consultant asked if I thought the apartment would work for me. (bait) I responded with great enthusiasm, “I love it! It’s perfect!” (bite) She said, “That’s great. All you have to do if you want this apartment is fill out an application form and leave a $250 deposit. We can process your application within 24 hours. I’ll get you an application to take home with you. Then you can fill it out and bring it back if you decide you want the apartment.” (letting the fish off the hook) I agreed to take the application form and thanked her for her time. (fish swimming away) She thanked me for coming by and closed with, “I hope to hear from you soon.” (watches fish swim away and wonders how that fish got off the hook . . .)

Relaying information about rental requirements is not the same thing as ASKING for the sale. I firmly believe that many leasing consultants hon-

VALLEY

EUGENE • SALEM • ALBANY • CORVALLIS

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RENTAL HOUSING JOURNAL VALLEY

Membership...continued from page 3 NAA offers a variety of education, training and recruitment programs to attract, nurture and retain top-quality professionals.

Understanding that the key to future success of our industry is dependent upon drawing and developing young talent today, NAA established the NAAEI (NAA Education Institute).

For anyone seeking proficiency in specific area of multifamily housing management, NAAEI offers designation programs. Each course is annually reviewed and updated to ensure material is accurate and timely. Courses are delivered through the local affiliate such as MFNW minimizing travel challenges and saving time. Many are available as on-line courses.

Current NAAEI designation programs include the following: • Certified Apartment Manager (CAM) • National Apartment Leasing Professional (NALP) • Certificate for Apartment Maintenance Technicians (CAMT) • Certified Apartment Supplier (CAS) • Certified Apartment Portfolio Supervisor (CAPS) • Independent Rental Owner Professional (IROP) In addition to these designations, NAA offers a course in advanced Fair Housing providing real-life situ-

ations that encourage critical thinking, careful decision making and method coaching to prevent expensive mistakes. In conjunction with the National Affordable Housing Management Association, NAAEI offers the Specialist in Housing Credit Management (SHCM) and the Credential for Green Property Management (CGPM).

Leadership training is offered through Leadership Lyceum, a yearlong curriculum to develop highly motivated, engaged and wellinformed volunteer leaders. This prepares candidates who are tracking to serve and chair NAA committees and task force committees and eventual NAA Board positions.

Legislative decisions have major impact upon how our industry operates and how we protect our interests and those of our clients, employees and customers. Along with education programs, NAA also provides an excellent opportunity to become involved with local and national government affairs.

The NAA Capitol Hill Conference is held annually in Washington D.C. In March, I joined MFNW Executive Director Deborah Imse to attend this event. The conference affords a rare opportunity to meet our local members of congress and directly advocate on behalf of our industry, focusing on state and federal issuesincluding such issues as tax reform, housing finance and immigration laws. Education sessions are provid-

ed in advance to help understand and gain knowledge for advocating prior to visiting congress and senate members. The NAA staff conducts legislative tracking in all 50 states and provides members with expert insight into the industry’s most vital policy topics and trends. The association can also assist members on a local level by managing policy issue campaigns and developing advocacy strategies.

I have touched upon just a few of the benefits offered to the multifamily professional through NAA. Speaking from my experience with both NAA and Multifamily NW, I

would encourage any and every multifamily industry professional management, leasing, maintenance, supplier, owner or other affiliate –to seek out and fully explore ALL that these associations can provide. The investment is well worth the effort and the potential dividends are immeasurable! To have such resources available provides an amazing opportunity to nurture and enhance professional and personal development. As an old ad campaign used to say: membership has its privileges. Take advantage of all that yours has to offer!

VALLEY

EUGENE • SALEM • ALBANY • CORVALLIS

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RENTAL HOUSING JOURNAL VALLEY

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Rental Housing Journal Valley • August 2015