May 2024 | News & Events Magazine

2024 BOARD OF DIRECTORS

CHAIRMAN

Jenn Mulholland, CAM

CHAIRMAN-ELECT

Katherine Morrow, CAM

VICE CHAIRMAN

Andrew Klahn, CAPS, CAM, HCCP, CALP

SECRETARY/TREASURER

Eddie Ivey, CAPS

IMMEDIATE PAST CHAIRMAN

Stephanie Liston, CAM, CAPS

MANAGERS REPRESENTATIVE

Holly Duren

SUPPLIERS REPRESENTATIVE

DJ Arbogast

MAINTENANCE REPRESENTATIVE

Emir Skopljak, EPA, CAMT, CPO

MANAGEMENT DIRECTORS

Melanie Brink, CAM

Sundae Caudle, CAPS

Tabitha Gill

Lauren Hartstern, CAM

Alicia Jones, CAPS, CAM, CALP

Sully Lemmons, CAM, CPM

Erick Rocha, NALP

Nicole Samson, CPM

Julie Stayton, CALP

Laura Watkins

SUPPLIER DIRECTORS

Nathan Lybarger, Esq.

Jennifer McCoy, Esq.

Rusty McDonald

Bridget Opfer

Maria Williams, CAM

MAINTENANCE DIRECTORS

Brandon Etheridge

Rusty Guilliams, CAMT, CPO

IREM LIAISON

Shelley James, CAM, CAPS, CPM

LEGAL ADVISOR

M. Wesley Hall, Esq.

MDHA LIAISON

Norman Deep

PRESIDENT

Ginny Johnson

DIRECTOR OF COMMUNICATIONS & MARKETING

Kendra Love

DIRECTOR OF MEMBERSHIP & FINANCE

Autumn Stiles

COMMUNICATIONS & STATISTICS

COORDINATOR

Lauren High

EDUCATION & MEETING COORDINATOR

Anne Angel

ACTIVE PAST CHAIRMEN

Mary Bradley

Stephanie Burns, CAPS, CAM, CALP

Tracey Crowe, CAM

Andy Gass, ARM

Stacey Holt, CAM

Shelley James, CAM, CAPS, CPM

Andrew Klahn, CAPS, CAM, HCCP, CALP

Tammy Lee, CAM

Chari Lewis, CAM, CAPS, CPM

Nancy Morris

Linda Page, CPM, ARM

Susan Sherfield, CPM

Lisa Swick, CAPS

Stacy L. Taylor, CAM

Zac Ward, CPM

APPRECIATION EVENT

A A A GNAA MAINTENANCE

LUCKY HOUR

AL MENAH SHRINE TEMPLE | 1604 ELM HILL PIKE MAY 9TH | 11:00 A.M - 3:00 P.M BLACK JACK CRAPS ROULETTE

COME PLAY!

SPECIAL THANKS TO OUR SPONSORS

All-Star Maintenance Co. LLC | APEX REstoration DKI

Artisent Floors | BELFOR | BluSky Restoration | Bravo Flooring

Bug Solutions | Chadwell Supply Contractors Inc

Cookeville Pressure Wash | Crown Paving LLC

Cumberland Mechanical Services | ESSential Sta ng Freeman-Webb

Google Fiber | Guardian Construction | HD Supply | LICRA Nashville

National Roof Co. | Nuveldy’s | Pye-Barker Fire and Safety Inc.

R3 Contractors LLC | Rasa Floors | Real Floors | Servpro of Wilson Surface Experts | T-Rock Contracting LLC | Timberland Partners

VPC Multifamily Contractors | Wheeler Inc. | ZRS Mangement

Get Lucky!

Step right up, ladies and gentlemen of maintenance. Hold onto your hats because GNAA is rolling out the red carpet for a Maintenance Appreciation Event like no other. Forget Las Vegas, Paradise Island, Monte Carlo and Atlantic City; on Thursday, May 9, all eyes will be on Nashville as maintenance personnel from across the GNAA membership will be treated to a day of welldeserved recognition and celebration.

It’s all on the house for maintenance personnel as a means of showing appreciation for the hard work and dedication maintenance professionals exhibit on a daily basis to keep apartment communities going.

Maintenance professionals are often unsung heroes in the multi-family housing industry as they are the ones who keep the wheels turning, the lights on and the faucets flowing, all while ensuring residents live in comfort.

“Ensuring everything hums along like a well-tuned engine, that’s the name of the game. Our maintenance appreciation event isn’t just a pat on the back; it’s a recognition of the tireless efforts put in by our maintenance crews across GNAA,” said Rusty Guilliams, Maintenance Committee co-chair.” They’re the unsung heroes who keep the gears turning smoothly, and this event is our way of acknowledging their invaluable role in our industry.”

Managers from apartment communities and management companies are encouraged to come and be cheerleaders for the maintenance personnel as they enjoy a day of food and fun. For just $30 managers can come and show their support for their maintenance team.

GNAA suppliers have the opportunity to come and play the game alongside the maintenance professionals they work with when becoming a sponsor of the event.

Our Lucky Hour event will kickoff at 11 a.m. and end at 3 p.m., and will be held at the Al Menah Shrine Temple located at 1604 Elm Hill Pike in Nashville.

What’s on the agenda, you ask? Oh, just a little bit of everything! From the thrill of Blackjack to the roll of the dice in Craps, the spin of the Roulette wheel to the strategic moves in Texas Hold ‘Em, there’s a game for every taste.

But the fun doesn’t stop there! Strike a pose at the photo booth, capturing memories that will last a lifetime. And fear not about hunger or thirst – lunch and drinks will be provided to keep everyone fueled and hydrated for the festivities ahead.

If you haven’t signed up your maintenance team, visit the GNAA website today to get them on the list. Visit gnaa.org/events. Managers can sign-up the same way, but be sure to click on the managers selection.

Suppliers who haven’t signed up yet to sponsor but want to play should contact Lauren High at stats@ gnaa.org.

Spring Hill Special Census

City of Spring Hill asking property management

companies to encourage residents to fill out Special Census

The City of Spring Hill is currently conducting a Special Census for 2024 and they are asking GNAA members in Spring Hill for assistance in achieving participation.

City officials estimate the city has grown by roughly 10,000 people, which could allow the city to qualify for an additional $2 million for things such as additional firefighters, state street aid maintenance and infrastructure improvements.

The city is asking that management companies encourage their residents to fill out the Special Census. Encouraging residents to participate in the census fosters a sense of civic engagement and community pride. Property management companies can play a role in educating residents about the importance of the census.

“As you may be aware, accurate population data is vital for numerous aspects of our community’s planning and development. A comprehensive understanding of our population size, demographics and distribution is crucial for allocating resources effectively, planning infrastructure projects and ensuring equitable representation,” the city said in a letter.

City officials are working to ensure they have accurate population data because discrepancies in this data can lead to misallocation of resources, inadequate funding for essential services and an incomplete picture of the community’s needs.

Census data is used to distribute billions of dollars in federal funding to states and localities each year. This funding supports a wide range of programs and services, including education, healthcare, transportation, housing assistance, social services,

infrastructure projects, and more. The allocation of these funds is often based on population counts and demographic characteristics reported in the census.

Many federal grant programs use census data to determine eligibility and funding levels. These grants support a wide range of initiatives, including community development, public health, education, environmental conservation, workforce development, and more. By providing accurate population counts and demographic information, cities can maximize their eligibility for these grants and secure additional resources to address local needs.

Accurate population data is essential for urban planning and development efforts. It helps local governments identify areas of population growth, demographic trends, and socioeconomic characteristics within their communities. This information informs decisions about land use, transportation infrastructure, affordable housing initiatives, economic development strategies, and other planning priorities.

Census data is used in emergency preparedness and response efforts to ensure that resources are effectively distributed during natural disasters, public health emergencies, and other crises. Population counts help emergency management agencies assess the needs of communities, identify vulnerable populations, and allocate resources for evacuation, sheltering, healthcare services, and other critical interventions.

The survey may be completed at https://survey123.arcgis.com/share/ f0280b0f83eb4e94a2fb9aa552d0aaae

NextGen Headshot Happy Hour Highlights

Empowering Maintenance Professionals

Meet Our 2024 LEAD Program Candidates

GNAA kicked off its annual LEAD program in March and April with a new class of 32.

This is the second year GNAA has held the LEAD program.

LEAD provides a complete development curriculum for current and aspiring maintenance professionals.

This year’s class includes a variety of seasoned maintenance

professionals as well as some new faces all of whom are working to be the best in the multi-family housing industry.

Students participated in a Basics of Maintenance Course that featured industry veterans who shared with them insight on plumbing, basic make-ready, customer service skills, pools, HVAC and more.

MEET OUR CANDIDATES:

Josh Hall | Marguax Midtown

Josh Hall is a maintenance technician at Margaux Midtown. With no background in maintenance, Hall decided to go to school for HVAC before diving into his role at Margaux Midtown. He hopes to learn the knowledge to troubleshoot and fix any problems he could potentially encounter. Hall said he stays motivated by just taking it one day at a time. Fixing things and getting things

Rodriguez Wallace is a maintenance technician at Margaux Midtown. Wallace’s experience working on houses and apartments ultimately lead him to his current position. His love for fixing things equipped him to handle any new tools and pick on new basic skills in the maintenance profession. Wallace stated he stays motivated by putting his mind to it to do it. He stays focused while always

Leonardoworking again also helps to keep him motivated. Advice that Hall would give to anyone thinking about a career in this industry would be to work hard and stay humble. The best part of his day is when he gets something working again for somebody. His hobbies include watching movies, hitting the gym and hanging out with family.

remaining positive. Advice that he would give to someone thinking about a career in this industry is to always be prepared to work. Learn from others, and put in effort. His favorite part of the day is working with coworkers and meeting new residents. He stated as long as his residents are good then he is as well. Wallace’s hobbies include basketball, swimming, football, hunting and motorcycle riding.

Rosario is a service technician for Tapestry at Brentwood. His friend helped him get a job in maintenance at Ashton Creek Farms in 2010 where he started his career journey. Rosario said hopes to understand more areas of maintenance and the different programs GNAA offers through the LEAD program. He explained he stays motivated by continuing to fight and understand

Shannon Haradon is the community manager at Rutherford Woodlands. Although Haradon is the community manager, she tries to help out in all areas including maintenance when she has the time. She hopes to develop more knowledge pertaining to the maintenance side of apartments as well as learning additional skills that will assist her at home as well through the LEAD program.

Kwhat is taking priority.

Advice Rosario would give to someone considering a job in this industry is to help your teammates, and hold each other accountable. The best part of his day is waking up and coming to work with the friendly people he has the opportunity to work with. Rosario’s hobbies include being home and spending time with his family.

Haradon stated she stays motivated by her great work ethic. Advice she would give to someone thinking about a career in this industry would be to ask questions. She said the best part of her day is breakfast.

Her hobbies include being a plant enthusiast, going on hikes, swimming and traveling.

eylando Adams is a maintenance technician at Kenect Nashville. Adams has been in the industry for eight to ten years. He stated he hopes the LEAD program will prepare him for his goal of becoming HVAC certified. Adams said he

stays motivated by always attempting to learn new things. He believes this is a great career to learn a lot of new things and meet a lot of great people. Mornings are the best part of his day. His hobbies include skating and art.

Rod Wallace | Marguax Midtown

Leonardo Rosario | Tapestry at Brentwood

Shannon Haradon | Rutherford Woodlands

Keylando Adams | Kenect Nashville

LaTwon Rufus | Waterford Crossings I

ALaTwon Rufus is a groundskeeper/ maintenance technician for Waterford Crossings l. Rufus has been working in appliance repair for several years, and he takes pride in keeping appliances running smoothly. His experience includes fixing and maintaining a variety of appliances such as fridges, dishwashers, ovens and washers. He said his top priority is

lexander Taylor is a maintenance technician for Brandywine Apartments. Taylor has been in apartment maintenance for about four years. He also has three years of HVAC and Electrical experience which helped to equip him for his current position. He hopes to develop strong leadership skills through the LEAD program. Taylor said he stays motivated

Howard | Legacy Village

making sure his clients and residents have appliances that are safe and long lasting. Rufus hopes to learn and develop advanced diagnostic skills through the LEAD program that include improving his ability to work quickly and identify issues. He also hopes to develop stronger problem solving and customer service skills. Rufus explained he stays motivated by setting goals and continuing to learn.

by helping people and fixing things. His advice to someone considering a career in this industry is to learn as much as possible while keeping an open mind. The best part of his day is hanging out with his fiancée at the end of the day. Taylor’s hobbies include working out and running his own side business.

Samuel Howard is a maintenance technician at Legacy Village. Howard always had an interest in the maintenance field which lead him to his current job. He said he hopes to develop skills to become more reliable through the LEAD program. Howard stated he stays

Christian Music is a maintenance supervisor at Village at Elam Farms. Music has been in the industry for three years now, and he is still eager to learn. He said he hopes to gain any potential skills that can help him lead a team better through the LEAD program. Music stated he is naturally a motivated person, and he always wants to be better

motivated by learning to perform the best he can on the latest products. Advice he would give to someone interested in a career in this industry would be to try it out. The best part of his day is the first hour in the morning. Howard’s hobbies include outdoor activities, firearms and

than the day before. Advice he would give to someone considering a career in this industry would be to walk away when you get frustrated. The answer is usually easier than you think. The best part of his day is fixing a complex problem. Music’s hobbies include golf, football, airsoft and paintball.

Bill Stevenson is a supervisor at Fairway Meadows and Summer Lake Apartments. Stevenson has been in the industry for 10 years now. He stated he hopes to learn tips on training new technicians through the LEAD program. His knowledge and experience have helped him gain exquisite leadership skills

which he hopes to expand. Stevenson said he stays motivated by always volunteering to help. Advice he would give to someone considering a career in this industry is to always be humble. Stevenson prioritizes organizing daily, weekly and annual goals.

Alexander Taylor | Brandywine

Samuel

Christian Music | Elam Farms

Bill Stevenson | Fairway Meadows and Summer Lake Apartments

Jared Bell | Enfield Management

JJared Bell is the capital needs director with Enfield Management. Bell has a background in residential construction, and he transitioned to maintenance in 2017. He stated his goal is to gain leadership skills through the LEAD program. Bell said he stays motivated by continuing to learn new skills which keeps

adie Binkley does maintenance for 83 Freight. Binkley’s work history includes real estate and working in a family business before he embarked on his journey in maintenance. He said he is open to learning and developing any skills available through the LEAD program. Binkley explained he stays motivated by new opportunities to grow. Advice he

JGhim busy each and every day. Advice he would give to someone considering a career in this industry would be to just do it and do something different. It can be very rewarding. The best part of his day is anytime he can resolve a resident’s issue. Bell’s hobbies include playing golf and hunting.

would give to someone considering a career in this industry would be to listen to the older people in the profession. The best part of his day is when a task is completed correctly. Binkley’s hobbies include taking his English bulldogs to the park.

uy Wheeler is a maintenance supervisor at Stewarts Ferry. Wheeler has been in the industry for 13 years. He said he hopes to learn how to become the best leader possible through the LEAD program. Wheeler stated he

immy Mathis is a maintenance technician at Creekside at Providence. Mathis explained that a longtime industry associate helped him get into this career path where he has now gained six years of experience. He said he stays motivated by having a love for learning and fulfillment. Advice he would

Josh

stays motivated by surrounding himself with knowledgeable people in his field. He believes this career offers great job security. The best part of his day is the end of the day. Wheeler’s hobbies include cooking and wood working.

give to someone considering a career in this industry would be to just go for it, and learn as much as possible from many people. The best part of his day is clocking in from lunch to finish the day strong. His hobbies include playing poker and spades.

Josh

Keafer is a service technician with High 5 Residential and Grand Oak Town Park. Keafer started off in HVAC, and he then took those skills and transitioned over to maintenance. He said he hopes to develop leadership qualities and grow his maintenance skillset through the LEAD program. Keafer explained he stays motivated by having a strong passion to grow and learn. Advice

he would give to someone considering a job in this industry would be to come in ready to learn and build relationships. The best part of his day is his mornings. Keafer enjoys greeting his team every morning and cleaning the pool for his residents. His hobbies include working out, swimming and spending time with his daughter.

Jadie Binkley | 83 Freight

Guy Wheeler | Stewarts Ferry

Jimmy Mathis | Creekside at Providence

Keafer |

Scott Naïve | Timberland Partners

CalebScott

Naïve is a service technician with Timberland Partners. Naïve has been in the industry for six years. He was in the restaurant industry as a chef for 20 years before changing careers to maintenance. He said he hopes to meet new people and gain communication and leadership skills through the LEAD Program. Naïve explained that learning new things helps to keep him motivated.

Curtis is a lead technician and assistant supervisor with Viera Cool Springs. Curtis said he has always had a basic knowledge in maintenance which helped him on this career path. He stated he hopes the LEAD program will help prepare him to become EPA certified. Maintaining a positive attitude and trying his best each and every day is how Curtis

Advice he would give to someone considering a career in this industry would be to be true to yourself and your aspirations. The best part of his day is finishing up a job that makes him feel accomplished then reflecting on the steps he took throughout. Naïve’s hobbies include hiking, anything outdoors and spending time with his family.

stated he stays motivated. Advice he would give to someone considering a career in this industry would be to always stay positive no matter how difficult the task or day might be. The best part of his day is waking up and seeing what the day has in store for him. His hobbies include going drag racing, working on his car and staying busy.

Joe Gervasio does maintenance for Volunteer Properties. Gervasio has been in this industry for 12 years now which has contributed to his knowledge and success within his career journey. Advice he would give to someone

JohnSarcona does maintenance for Hale Properties. Sarcona got into the industry through a referral. He said he hopes to develop and improve upon his plumbing skills through the LEAD program. Sarcona explained he stays motivated by fixing appliances which makes him excited. Progression also

considering a career in this industry is to do it now matter how long it takes. Always take pride in your work. The best part of his day is the end of the day. Gervasio’s hobbies include hunting, fishing, shooting and motocross.

makes him excited. Advice he would give to someone considering a career in this industry is that it is a job that benefits you for life. The best part of his day is the heavy lifting. Sarcona enjoys lifting weights in his free time.

Josh Scalise works in maintenance at the Grove Richland. Scalise started as a groundskeeper, and then he transitioned to maintenance in October. He said he hopes to develop as many skills and qualities as possible from the LEAD program. Scalise explained he stays

motivated by new learning opportunities. Advice he would give to someone considering a career in this industry is to pay attention and learn. The best part of his day is learning something new. Scalise’s hobbies include playing the drums and spending time in nature.

Caleb Curtis | Viera Cool Springs

Joe Gervasio | Volunteer Properties

John Sarcona| Hale Properties

Josh Scalise | Grove Richland

Andrew Semon | The Lucile

Andrew Semon is the maintenance supervisor at the Lucile. Semon worked as a tech for three months, and then he got promoted to Supervisor. He has been in the industry for three years total. Semon is open to learning and developing as many skills as possible through the LEAD program. He stays

Steve Cox is a maintenance supervisor at Stoner Creek Apartments. Cox has been in the industry for 18 years now. Although he has years of experience, he said he still hopes to learn HVAC, plumbing and electrical skills through the LEAD program. He explained he stays motivated by staying

Bmotivated by living through virtue and doing anything needed. Advice he would give to someone considering a career in this industry would be to learn and be great. Don’t be afraid to ask questions. The best part of his days are coffee meetings and breaks with his manager. Semon’s hobbies include skateboarding.

busy because there is always something that can be done. Advice he would give to someone considering a career in this industry would be to learn as much as you can. The best part of his day is lunch time. Cox’s hobbies include small engine repair and wood working.

Spencer Poindexter is a maintenance technician at Cypress Creek Apartments. Poindexter has been in the industry for nearly six years now. With all of his experience, he said he hopes to gain as much knowledge as possible through the LEAD program to help him grown.

illy Poindexter is a maintenance technician at Cypress Creek Apartments. He has been in the industry for 15 years. Poindexter said he is always willing to learn something new, and he is eager to see what the LEAD program has in store for him and his career path. Daily challenges are what he said keeps

He stated he stays motivated by looking forward to trying new things. Advice he would give to someone considering a job in this industry would be to learn as much as possible. The best part of his day is being a dad. Poindexter’s hobbies include working on old vehicles.

him motivated. Advice he would give to someone considering a job in this industry is that this is a job for you if you are mechanically inclined. The best part of his days is his mornings. He enjoys working on old cars and collecting vintage items in his free time.

Tasha Spurlock works in maintenance at Ashwood Cove. She has been doing maintenance work for nearly three to four years. Spurlock is eager to learn anything the LEAD program has to offer. She stays motivated because she loves what she does, and she loves the people she works with. Advice she

would give to someone considering a job in maintenance would be to just go for it. The best part of her day is when she gets to talk with residents and help them with something they might now know. Spurlock’s hobbies include spending time with her kids.

Steve Cox | Stoner Creek

Spencer Poindexter | Cypress Creek

Billy Poindexter | Cypress Creek

Tasha Spurlock | Ashwood Cove

Tori

Webb is a maintenance technician at Ashwood Cove and City Edge Flats at Chelsea Place. This August 29th will mark her second year in the industry. While having almost two years of experience, Webb said she hopes the LEAD program will help her to improve upon her communication and networking skills. Webb explained how she strives to work towards being in a position to pass information along to others who are passionate and eager to increase their knowledge and move up. Advice she would give to someone

thinking about a career in this industry is to try not to get discouraged by making mistakes or taking a while to understand things. Always look for something new to learn and challenge yourself. Webb said the best part of her day is the satisfying feeling of opening work orders and seeing them all closed out. She also explained how she loves and appreciates communicating amongst her team to discuss their mission for the day which she believes contributes to being productive. Outside of her career, Webb enjoys art and being outdoors.

Jamie Thaxton is a multi-site maintenance technician at Green Ridge Apartments and Woodland Apartments. Thaxton explained he did not have any maintenance experience before starting this career path. He knew family members working in the industry that were needing help at several properties, and here he is 15 years later. Thaxton said he hopes his experience in this industry can be shared with new

Tori

and

maintenance technicians participating in the LEAD program. Having a job to go to where he can grow professionally is how he explained he stays motivated every day. He makes an effort to gain hands on work with other experienced guys in the maintenance profession. Advice he would give to someone considering a job in this industry is to just take it one day at a time Thaxton enjoys hunting in his free time.

Webb | Ashwood Cove

City Edge Flats at Chelsea Place

Jamie Thaxton | Green Ridge

Austin Blakenship | Hale Properties Larry Biggers | JCH Property Management

Roberto Santillan | Tapestry at Brentwood

Also in the 2024 LEAD program

On Trend with Maintenance

by Lisa Gunderson, Bristol Development

Just back from the International Builders Show (IBS) and thinking about how artificial intelligence (AI) will change the future of maintenance. While we are well aware of leak detection devices, smart devices, etc., the future is now with the technology in our systems to alert us when preventive maintenance is due, as well as the first signs of mechanical concerns. I see a day in the not-so-distant future when AI is planning the maintenance team’s time via intelligent scheduling to complete all the needed tasks, preventive maintenance, and repairs.

Make no mistake, we still need our valuable maintenance team members. I believe AI will just make their lives easier and better. We still need the skills of our onsite team for both the technical proficiency and the relationships they create. Your team has the most institutional knowledge about your assets. They create value by knowing how things work, understanding how to fix them and managing the human relationships. What have you done lately to express your appreciation for the maintenance team you have in place?

Marie Berry

Leading with Resilience, Inclusion, Determination

Marie Berry, owner of L.I.C.R.A.-Nashville, is a beacon of resilience, inclusion and unyielding determination, and is working to carry the torch started by former owners Terron and Dana Mercer while building on the legacy the Mercers built.

Berry met the Mercers when she and Terron were both taking swim lessons to learn to swim 2.4 miles for the Iron Man competition, the epitome of long-distance endurance races that includes swimming, cycling and running consecutively.

Berry took over the company from the Mercers because she aspires to do great things. “I think we all aspire to do greater things,” she said. “So to me it felt like another step. I’ve had a lot of different roles with leaders and it was definitely something that would never be boring. I have an IT background, but also worked at an architectural engineering firm, so I have been involved in flipping housing and doing other things like that for a long period of time.”

Berry and Terron Mercer started talking about the transition years ago, but she wasn’t sure. “I thought it seemed like a lot of stress,” she said. “And it is, but it’s just so rewarding. But at the same time I get to help people and help solve their issues. There are so many people who have experienced disasters, but we come in and take control of the situation and get them back to a pre-loss condition. Talk about energy!”

MARIE BERRY L.I.C.R.A.-Nashville

Berry lives by a set of core values in her personal and professional life – trust, respect, honesty and integrity.

“I want everyone to be treated as who they are,” she said. “We have a huge, diverse group of people. We have multiple nationalities, races, sexual orientations –it doesn’t matter. We just want them to work hard and at the end of the day give out a good product.”

Berry knows a lot about the need for inclusion for people of all walks of life, and it’s something she’s able to practice in her role as the leader of L.I.C.R.A. “It’s incredible, I think, for people just to see us when they see me in the front of the room,” she said. “After the (GNAA) Gala, or if I visit their properties, multiple people from different properties said, ‘It’s so nice to have one of the family in front of the room advocating for us.’”

Berry’s goals is for everyone to realize that everyone is the same. “I don’t need to bang the drum to say I’m married, I’m this, or whatever,” she said. “I’ve been in a relationship for 31 years. That trust and strength we’ve built together helps make us better leaders, better performers, and to be able to listen to people who are having issues. I have had so many people ask me how to get involved in the LGBTQ+ and I love it.”

Berry knows far too well how being oneself is not always well received by others. “I was in the military for eight years, and while on active duty I was investigated and told I would probably be kicked out just for being who I am, and that’s maddening to me.” That experience has made Berry work to ensure there’s always an openness so people can be who they are.

Berry gives credit to the Mercers for creating a culture of inclusion at L.I.C.R.A. “Terron and Dana always have open arms for everyone,” she said. “They’ve been accepting of me, or I wouldn’t have been here. I’ve

Par-Tee of the Decades

Step back in time and dust off your bell-bottom jeans, flapper dresses, poodle skirts, mod dresses, disco outfits, tracksuits, scrunchies, leg warmers, or windbreakers because it’s time for the Par-Tee of the Decades at Pine Creek Golf Course on Thursday, May 16! This annual golf tournament, hosted by GNAA, promises a swingin’ good time filled with networking, golfing, and a whole lot of fun.

Kicking off bright and early at 8 a.m., the GNAA golf tournament is a highlight of the year for members. It’s a chance to hit the links with fellow GNAA members, form golf teams, and compete for fabulous prizes. And let’s not forget about the networking opportunities – with GNAA supplier members stationed at various holes and on golf carts throughout the course, there’s no shortage of goodies, snacks, and camaraderie to go around.

But this isn’t just any old golf tournament – it’s a Par-Tee of the Decades! That’s right, participants are encouraged to channel their inner fashionistas and get creative with their apparel from any decade. Whether you’re rocking a 1920s flapper dress or a 1980s neon tracksuit, the sky’s the limit when it comes to dressing the part for this event.

Of course, no Par-Tee of the Decades would be complete without some serious sponsorship support. We’re tipping our hats to our generous sponsors, who make this event possible:

Title Sponsor

Bravo Flooring

Beverage Cart Sponsors

ATI Restoration

Contractors Inc.

Law Office of Hall & Associates, PLC

Rasa Floors

Valet Living

Cigar Cart Sponsors

BCJ Building Services

Swift Lawn & Land, Inc.

VPC Construction

Cooling Cart Sponsors

NTS Development Company

RentDebt Automated Collections

Extra Cart Sponsor

Boswells Golf Cars

Utility Carts Sponsors

ADT

Servpro of Wilson County

Hospitality Cart Sponsors

Real Floors

The Liberty Group

Food Sponsors

Freeman Webb Company

International Fire Protection

RiteRug

Superhero Fire Protection

T-Rock Contracting, Inc. Timberland

Partners

Putting Contest Hole Sponsor

BELFOR Property Restoration

Hole Flag Sponsor

Music City Roofing

powered by Feazel Roofing & Exteriors

Registration and Driving Range

Sponsor

Google Fiber

Swag Sponsor

T-Rock Contracting, LLC

Fairway and Contest Hole Sponsors

Arcus Restoration

Artisent Floors

Bernhard Service

BluSky Restoration

Brightview Landscapes, LLC

Carter-Haston

Commercial Restoration Company

Ground Up Foundation Repair

Greystar

Music City Roofing

powered by Feazel Roofing & Exteriors

National Roof Company, LLC

Nashville Plywood

PeachTree Landscape

Pye-Barker Fire & Safety, Inc.

Rose Paving

Sherwin Williams-Paint Division

STAG Partners

Volunteer Properties

Waste Pro of Tennessee

Wright Construction Company

Welcome Sign Sponsors

AMS Industries, Inc.

Austermiller Roofing, Inc.

Beacon Technologies

Giant Enterprises, Inc.

Greystar

InterSolutions Staffing

PPG Paints

Radius at Donelson

Republic Services

Rose Paving

Wheeler, Inc.

So dust off those vintage threads, grab your clubs, and join us for a day of swinging, networking, and nostalgia at the Par-Tee of the Decades. It’s a teerific event you won’t want to miss.

In addition to the golf tournament, there will be the annual education auction.

“We are hopeful for a large crowd, beautiful weather, and a fun day. We have lots of great donations for the education silent auction and are eager to see the bids come in,” said Golf Tournament Co-Chair Melanie Brink.

To sign-up for the golf tournament, go to gnaa.org/events.

Building Bridges

Supplier Diversity, Community Empowerment Essential to Growth in GNAA , Multi-Family Housing

In the heart of Greater Nashville, where diversity pulses through the city’s veins, lies a network of apartment communities serving as vibrant microcosms of urban life. Behind the scenes, myriad suppliers and service providers work tirelessly to meet residents’ needs, embodying the backbone of community strength. Embracing diversity isn’t just a choice in these communities; it’s a fundamental pillar of their resilience and vitality.

Fostering Economic Inclusion and Resilience

Engaging a diverse range of suppliers and service providers within apartment communities offers myriad benefits, transcending mere economic transactions. By intentionally seeking partnerships with minority-owned businesses, LGBTQ+-friendly enterprises, and other diverse entities, these communities forge stronger, more resilient ecosystems reflective of Nashville’s rich tapestry.

Diversity isn’t just about checking boxes – it’s about recognizing the unique perspectives and experiences each supplier brings to the table. By embracing diversity in supplier partnerships, economic empowerment is

DJ ARBOGAST

Account Manager

Artisent Floors

Suppliers

Representative

not only promoted but the richness of the community is celebrated.

Beyond the Bottom Line: Enhancing Quality of Life

From flooring companies to security solutions, the impact of supplier diversity extends far beyond monetary gains. By supporting businesses from diverse backgrounds, apartment communities tap into a wellspring of creativity, innovation, and local expertise, ultimately enhancing the overall quality of life for residents.

The impact of diverse supplier partnerships extends beyond the confines of apartment communities, permeating into the broader community fabric. By championing supplier diversity, organizations like the Greater Nashville Apartment Association (GNAA) position themselves as beacons of inclusivity and economic opportunity, attracting talent and investment from far and wide.

As the GNAA continues to evolve and grow, diverse supplier partnerships remain paramount. By fostering economic inclusion, supporting businesses from various backgrounds, and strengthening community connections, GNAA cultivates a future that is vibrant, resilient, and truly inclusive.

APRIL DEI MIXER HIGHLIGHTS

Rising Stars Series

ABRAHAM M c CARVER

President, Bravo Flooring

Years in the Industry

Nine

Volunteer Positions Currently & Previously Held in GNAA

2019 GNAA Service Award; Golf Committee; 2023 GNAA Leadership Lyceum Candidate

What brought you to the apartment industry?

I was looking for a career after eight years in the Marine Corps. Sales, especially in the fast-paced world of multifamily, was very appealing.

Was this career path something that was always on your radar?

Absolutely not. I didn’t even know about the apartment industry at first and now there is nowhere I’d rather spend my career.

Did you have any unrelated jobs growing up that unexpectedly prepared you for the apartment industry?

I think every job builds you into the person you are today, although this job is a lot less stressful than my previous career.

Why is property maintenance an attractive career path?

It is very rewarding each day because you feel accomplished knowing you helped a property manager or maintenance supervisor get a resident moved into their new home.

Best professional advice you have ever been given? Hard work is undefeated.

What is your favorite thing to do on the weekends? Golfing and spending time with my family – in no particular order.

Do you have any pets?

No

Coolest place you’ve ever traveled?

Iraq and Japan

Give us a fun fact about you.

I once watched the Washington, DC fireworks show from the front lawn of the White House after meeting the President of the United States.

What upcoming GNAA event are you excited to attend and why?

GNAA Golf Tournament. Well, selfishly, because I get to play golf all day for “work,” and professionally since Bravo Flooring is the title sponsor this year.

Do you have a motto you live by?

I can and I will.

If you could get a “do over” for something in your career, what would it be and why?

I wouldn’t do a thing over. I believe f you are happy with where you are in life then you shouldn’t change your past since it made you into the person you are today. If you aren’t happy with who you are today, then change your present and your future to become whoever you want.

Any advice you could give to the rising stars of GNAA? Network, learn something new, and get comfortable being uncomfortable.

What’s your best productivity hack?

Inbox Zero and Make Lists

What does happiness mean to you?

Making life better for those around me.

Do the ends justify the means?

No, the journey in getting to the end is more important because of the relationships and lessons you can learn along the way.

If you could see a measuring scale above people’s heads, what would you want this scale to measure?

The number of times a person has returned the shopping cart to the designated area. The only true measure of moral character when no one is watching.

When in your career did you reach success?

Not yet, stay tuned...

Rental Housing Companies Share Thoughts on Combating Lease Fraud

by Ed Finkel

In double-checking the veracity of recent prospective resident applications, Stephanie Jackson, Senior Area Vice President of Atlanta-based RAM Partners LLC, looked at the pay stubs attached to one of them and did a double-take.

“You’ve got to be kidding me,” she said to herself. “There were grammatical errors. I Googled the LLC, and there was [one with] a very, very similar name, but in a different area of town. It was a little weird. I thought, ‘This can’t be that one because the names are different, but it is weird that it is so similar.’ I Googled the address and found that it was residential, in a neighborhood.”

Experiences like these have become all too common for those vetting lease applications for rental housing communities. Jackson, who spoke about combating fraud at last year’s Apartmentalize conference and will do so again this year in Philadelphia, says she sees red flags most often around attempts to falsely inflate income through fake pay stubs or checks and the like, and phony credit protection numbers (CPNs) to obscure bad credit.

“It’s almost this extra industry that has been created for falsified pay stubs and CPNs,” she says. In addition to breadcrumbs like oddly similar “employer” names and unusual addresses – which also have included other retail company store locations – Jackson notices fonts on the pay stub that don’t match, or pay periods that don’t align correctly, or a “year-to-date” payment amount that’s exactly the same on two or more different pay stubs.

“I’ll go back through and verify the math. If you get paid biweekly but ‘year-to-date’ never changes, it’s a pretty good indicator that somebody is in there messing with the PDF, and they don’t have the aptitude to

understand that the year-to-date should change,” she says. “Sometimes with the font, especially ADP, they have specific fonts they use. If you go back into that document and try to change it, you can’t match that font. If the name is in a different font, that’s a good indicator that somebody has been messing with that PDF.”

While CPNs are usually a legitimate tool obtained through the IRS to protect Social Security numbers, applicants are required to say they’re using one, which those using a phony CPN – usually so they can hide bad credit – don’t tend to do, Jackson says. “You’re not getting much credit history,” she says. “There’s very little I can capture about that applicant.”

When the CPN has been falsely generated for that purpose, “I can tell pretty quickly because it will flag in our credit screening that it’s new,” she adds. “I can look at this person’s date of birth and say, ‘Is it feasible that this 50-year-old has never had a hit on their credit, ever? They came to the office in a brand-new car.’”

Companies selling the false CPNs have become a bit more sophisticated of late, though, typically pulling two inquiries, Jackson says. That skirts around being flagged as “new” per se, but when there are only two inquiries, both within the previous 60 days and close in time, that’s still suspicious, she notes.

Alyx Hill, Regional Director of Operations for Washington, D.C.-based Borger Management, says the industry’s switch-over to paperless operations has “made fraud much more rampant because people are behind their computer screens.” They put forth fake IDs, Social Security cards, income statements, pay stubs and other documentation during the application process.

LEADERSHIP LYCEUM RECEPTION HIGHLIGHTS

Beyond the Sale How Trust-Actional Strategies Foster Enduring Partnerships in Multifamily Operations

co-written by Jennifer M Carter, JMC Multifamily Advisor; and Gavin Dickson, National Sales Manager, TrustHab

In the fast-paced world of multifamily operations, as suppliers we often find ourselves at a crossroads between the pressing demands of transactional results and the deeper, more fulfilling journey of building trustactional relationships. Our roles, traditionally gauged by the immediacy of sales and the tangible outcomes of transactions, are evolving in a landscape where the rules of engagement are being rewritten. In this dynamic environment, we strive to embody a trustactional approach, recognizing that the true measure of our success extends far beyond the confines of immediate sales figures. It lies in the strength of the relationships we nurture, the trust we foster, and the long-term partnerships we build with multifamily operators and property management companies. This approach, while challenging in its demand for patience and genuine engagement, promises not just fleeting victories but sustainable growth and mutual prosperity in an industry where relationships are the bedrock of success.

In the realm of multifamily operations, the paradigm has shifted from a conventional focus on transactions to a more profound emphasis on fostering enduring partnerships. Throughout 2023 we started to see success transcends the mere act of sales; it hinges on cultivating trust and deploying actionable strategies that extend far beyond the initial transaction, fostering relationships that stand as the cornerstone of sustainable. In this new year, the landscape will continue to change and several thought leaders shared their viewpoint and important values when it comes to partnering with suppliers.

Whether it is searching for a new supplier or continuing a partnership with a current supplier, multifamily strategies have shifted. About 4 out of 5 people in multifamily say their journey started by “I fell Into this industry and have never left.” The average amount of experience a multifamily veteran has is 15 years. That is a lot of relationships, a lot of networking, a lot of trust and building credibility, which is why we look to our trusted colleagues for leading and guiding our decisions with high trust! Forty-four percent say they look to past experience with vendors, 41% from subject matter experts in the industry or third party. Revyse survey data from June 2023 shows that 46% of operators start their buying journey by reading peer reviews, and 100% of operators say peer reviews influence their final purchasing decisions. Ben Steward, the CRO and co-founder of Revyse, has seen the buying of product and services begin to shift in 2023. “Educational thought leadership content, founder brands, peer-topeer conversations and transparent reviews all lend themselves to trustworthy content – long before any sniff of a transaction.”

The value of a trust-actional approach in selling to the multifamily industry is multifaceted and pivotal for long-term success. Trust opens the door to a discussion and opportunity, but one must still have the service and product to show value. You need both. In the realm of selling products and services to multifamily operators and property management companies, the distinction between a trust-actional and a transactional approach is crucial. Gavin Dickson, a National Sales Manager for TrustHab, shares his perspective. “As

NEW MEMBERS

MANAGEMENT COMPANIES

Kingstone Real Estate Services

Shilough Coy

309 Plus Park Blvd., Suite 218 Nashville, TN 37217

470-410-7744

mking@kingstoneres.com www.kingstoneres.com

Lebanon Housing Authority

Misty Wade PO Box 187 Lebanon, TN 37088-0187 615-444-1872

lhaoffice@lhatn.org

Stoltz Management

Amber Cone

725 Conshohocken Rd. Conshohocken, PA 19428-1050 610-667-5800

rsmith@stoltzusa.com

APARTMENT COMMUNITIES

808 at Skyline Ridge

Matt Lackore

808 Skyline Ridge Dr. Madison, TN 37115-7115

178 apartment homes

615-649-8328 x7

skylineridge@enfieldmgmt.com Enfield Management Company, LLC

Argyle Avenue Senior Apts.

755 E. Argyle Ave. Nashville, TN 37203-5000

80 apartment homes

713-622-5844

llucas@aogliving.com www.allied-orion.com

Allied Orion

Buffalo Trail

Natasha Baker 3711 Dickerson Pk. Nashville, TN 37207

240 apartment homes

615-828-2290

buffalotrail@enfieldmgmt.com www.buffalotrailliving.com

Enfield Management Company, LLC

McEwen Northside Phase II

4018 Aspen Grove Dr. Franklin, TN 37067

428 apartment homes

615-567-6004

mcewen@nwravin.com www.mcewennorthside.com

Northwood Ravin

Mill at White House

118 Hwy. 76

White House, TN 37188

216 apartment homes

615-285-6050

millatwhitehousemgr@greystar.com Greystar

Mosley on 6th

802 S. 6th St. Nashville, TN 37206

96 apartment homes

615-880-9384

mosleyon6th@rpmliving.com

RPM

The Percy Niki Hudgen

600 Stewarts Ferry Pk. Nashville, TN 37214

317 apartment homes

629-257-6707

thepercy@galleryresidential.com www.percyapartments.com/ Gallery Residetial

The Reeve

Maggie Sullivan

405 40th Ave. N. Nashville, TN 37209-3745

122 apartment homes

615-800-6255

thereeve@rpmliving.com

RPM

Wallace Studios

Denise Belt

97 Wallace Rd. Nashville, TN 37211

130 apartment homes

615-927-1264

dbelt@volprop.net Volunteer Properties

SUPPLIERS

All Washed Up/Vend-O-Mite

Michael Lovett

73 White Bridge Rd., Suite 103 #121 Nashville, TN 37205

615-249-8346

michael.lovett@vend-o-mite.com Package Management; Personal Services

CarePro Solution

Jon Rybacki PO Box 1707

Pelham, AL 35124

615-691-2224

jonrybacki@careprocares.com

Bed Bug Removal; Pest Control Services

Livable

Dan Sharabi, Dean Pelman PO Box 42

Los Gatos, CA 95031

Dan 650-720-5466

Dean 954-789-8683

dan@livable.com

dean@livable.com

www.livable.com

Submetering

Mak Home Services

DBA RestoPros of Nashville

Todd Nichols

796 Fontwell Ln. Franklin, TN 37064-1612

615-257-5915

toddnichols@restoprosofnashville.com www.restopros.com/tn-nashville

Mold Abatement; Water Extraction/Damage

Reliable Radon Testing

Tonya Keen

406 Highland Dr. Old Hickory, TN 37138 615-582-3328

tonya@reliableradontesting.net

Air Quality Testing

Teltekgroup

Kamal Adams 6339 Charlotte Pk. Nashville, TN 37209 615-738-0900

admin@teltekgroup.com

Alarm Systems; Audio/Visual; Batteries; Cleaning Services; Electrical Contractors; Emergency Communications; Fencing; Fire Alarm Inspections; Fire Alarm Systems; Gate/ Access Control Systems; Key Control Systems; Locksmith; Satellite Dish Services; Security Consultants/Systems; Security Services; Signs; Smart Technology; Telecommunication Services/ Phones; Video/Broadband Services

been their friends long before I worked here. We’ve had that diversity for years, and so I’m just trying to continue that legacy of what Terron and Dana have put forth, which are heavy shoes to walk in.”

To continue to build upon that, they’ve done a few things. “So how do we make it better?” Berry said. “We just allow people to be who they are and not put down for what they look like, what they’re doing and who they are. We just expect the same guidelines from all people.”

Part of the L.I.C.R.A. mission is giving back to the community and making a positive mark on the community. “I want people to see that a local company can compete with the bigger companies,” she said. “We have the energy and the crew that can get in there and take care of business.”

Another story of perseverance from Berry’s background is that she has had 25 surgeries, including back surgery, and she still swims nearly every day of the week. “I have had all these random issues, including arthritis, but if you know how active I am, you would never realize,” she said. “A lot of people have no idea I’ve had back surgery. I have hardware back there and it’s very impacting.”

Berry shared that she was scared when she had her surgery that she was not going to be able to walk again, and that it was difficult to take it easy for three months to recover from the surgery. “People don’t realize how wonderful it is to stand up on your own and to walk around on your own until you’ve been at the point where you cannot,” she said. “So I feel like that energy of the back surgery, more than any other surgery I’ve had, has given me a new zeal on life. It’s made me realize I don’t have to feel bad. People forget what feeling good is like. A lot of people think I’m a little crazy because I love to get up and swim six days a week. I bounce around the world with my friends and we do open water swimming and endurance swimming. I feel like that group of friends, that energy, allows me to destress, to push to a limit so I keep pushing that

threshold, and that allows me to want to push at work. It just gives me the energy to continue.”

Besides swimming, Berry uses travel as a method to ensure she has work-life balance, which is something that can be difficult for a leader of a company. “I love traveling,” she said. “I’ve already been to the Bahamas and Mexico this year, and we’re going to Bermuda later on. People think it’s expensive, but when we go as a group the expense is minimal (although things can still get expensive). If I go and do those things, I’m the better version of Marie. Being a good version of myself will allow me to have a clear mind, and I’m big on energy. As I’ve said a few times, if I feel that energy when I come to work in the morning, it’s going to relay to the guys.”

Berry said it can be challenging to keep the work-life balance. “Lately I’ve been working way too much,” she said. “Without a doubt, we work hard at L.I.C.R.A. Just before I went to Mexico, I was up until 3 a.m., then I went home, packed and flew to Mexico. But then I was off six days. You play hard, you work hard. How do you balance that? You have to realize there is not one without the other.”

Berry is in this year’s GNAA Leadership Lyceum class, and one piece of advice she has to pass along is the importance of practice. “We’re practicing trying to be who we are every single day,” she said. “It really impacted me because if you’re lazy or if you’re late, or if you just do half work or just don’t care, that’s your practice. So tomorrow, why would you practice to be anything but to be better? I love that statement. I feel like many people, after they hit 30 or 40, decide it’s okay to settle and to be content doing whatever task they’re doing. Years ago, I started feeling better doing my activities – the races, the Iron Man and all that. Feeling better just blew my mind, and I feel as though a lot of people forget that. I would like to impress on everyone…even if you just walk a half mile or a block, whatever clears your mind, it does all these different things to allow you to be a better you.”

Embracing Representation: The Vital Component

Supplier diversity encompasses businesses of all sizes and backgrounds, yet it’s imperative to prioritize representation across demographics. By actively seeking suppliers reflecting the diversity of Nashville’s population, apartment communities ensure every resident feels seen, heard, and represented.

Representation isn’t just about optics – it’s about creating opportunities for historically marginalized groups to thrive. By providing a platform for LGBTQ+ suppliers, people of color, women, and other underrepresented communities, apartment communities level the playing field and foster economic empowerment for all.

Ready to take the next steps in building supplier partnerships that commit to diversity, equity and inclusion?

Here are several steps you can take to ensure DEI is integrated into your supplier relationships:

Assess your current suppliers.

Start by assessing the diversity of your current supplier base. Evaluate the demographics of your suppliers to understand the representation of different groups, including minority-owned, women-owned, LGBTQ+-owned, veteran-owned, and disabled-owned businesses.

Set

DEI goals.

Establish specific goals and targets for increasing diversity among your suppliers. These goals should be aligned with your overall DEI strategy and organizational values.

Diversify sourcing channels.

Expand your sourcing channels to actively seek out diverse suppliers. This may include attending supplier diversity events, joining diversity-focused supplier networks, and partnering with diversity organizations. Implement supplier diversity programs.

Develop and implement supplier diversity programs that provide opportunities for historically underrepresented groups. Consider initiatives such as mentorship programs, capacity-building workshops, and supplier development initiatives.

Require diversity disclosure.

Request diversity data from your suppliers as part of your supplier onboarding and evaluation process. This information will help you track progress toward your diversity goals and identify areas for improvement.

Provide resources and support.

Offer resources and support to help suppliers enhance their diversity and inclusion efforts. This may include access to training programs, networking opportunities, and guidance on best practices.

Communicate expectations.

Clearly communicate your expectations regarding diversity and inclusion to your suppliers. Make it clear that DEI is a priority and that you expect your suppliers to share this commitment.

Monitor and adjust.

Regularly monitor progress toward your DEI goals and be prepared to adjust your strategies as needed. Solicit feedback from suppliers and stakeholders to identify areas for improvement and make necessary changes to enhance the effectiveness of your DEI initiatives.

“At least once a month, somebody’s pushing something [suspicious] through for me to take a look. It’s rampant. It’s a definite problem, unfortunately,” she says. “The application is the main [issue]. Typically, once someone is in an apartment, there’s not a ton of fraud…. Once in a while, somebody tries to use a credit card for a payment that is suspicious.”

Borger sees the same types of red flags when it comes to falsified pay stubs and other documents, such as words capitalized that shouldn’t be, or the line for state taxes without the state actually filled in, Hill says.

“People have gotten very, very good,” she says. But “they will leave it saying, ‘State,’ instead of putting in the actual state. That’s a big one they miss that highlights it for us.” Other indicators: “Mixing up O’s and zeroes, looking blurry like they copied and pasted, font types changing or uneven alignment. Little things that, on professional pay stubs or a tax return, are going to be consistent.”

Memphis, Tenn.-based Fogelman Properties has seen increases in fraud to varying degrees throughout its portfolio, especially in Atlanta, Texas and certain submarkets in Florida, says Debi Wherry, Senior Vice President of Operations. “We see a lot of altered pay stubs and inflated salaries from applicants, which is often obvious and easy to catch,” she says. “However, our leasing agents have also experienced more legitimate-looking fake IDs, pay stubs and letters from employers. We believe there are online companies that are now selling these materials to rental applicants.”

Combating Fraud, Before and After the Fact

To ensure leasing offices are doing everything in their power to combat fraud before the fact, Jackson recommends starting with training and awareness. “You have to teach everybody on your team, most importantly your leasing teams, that this is out there and what to look for,” she says. “If you’re saying it doesn’t happen at your properties, it’s because you haven’t caught it yet. It’s happening at every property to some extent.”

Then, find a product to help catch fraud by scanning PDFs and looking for the sorts of irregularities that Jackson has uncovered over the years. “They’re a dime a dozen,” she says. “They can scan original PDFs to see if things have been modified; if the documents they’re showing as original are truly original.” And finally, after going through the routine verification and creditscreening process, ask somebody at a higher level to do the kinds of double-checking Jackson does to ensure legitimacy.

At Borger, Hill performs training on how to look closely at income statements and pay stubs to catch fraudulent attempts. “That’s where we try to be the most proactive. We have to stop it at that point,” she says. “We have our best practices, which starts during the tour. If a prospect is coming to the property, verify their ID to make sure it’s them. During the application process, it can be as simple as seeing if the name on the application matches the ID. I see discrepancies that way. That’s a clue they’re doing something fraudulent. Depending on the screening alerts, we might be requesting to look at their Social Security card.”

Fogelman’s first line of defense is to use checkpoint verification, which helps the company spot fake Social Security numbers, Wherry says. “If our sites receive notification of possible fraud activity, we cannot move forward with the lease until further screening is completed,” she says. “As a secondary verification, our leasing team calls an applicant’s employer to verify they are a current employee, and that their rate of pay matches what’s listed on their application. We are also in the process of adding third-party help, which will verify Social Security numbers, employment and even bank statements.”

Fogelman attempts to discourage such activity by communicating to all applicants, whether online or in person, that certain forms of information must be verified for them to qualify for a lease, Wherry says. “Our policy is to cancel applications if the applicant cannot provide us with the requested information within

72 hours,” she says. “We believe communicating these policies early may prevent applicants from wasting their time and money if they knowingly have forged documents.”

When an applicant has been accepted and a lease is signed, fraud becomes more challenging to combat, Wherry says. “Our only recourse is to file eviction quickly if we find out fraud has taken place after the fact, or if their rent has not been paid,” she says.

Once a fraudulent applicant gets a key to a unit, “if they get that far, we never receive a payment, and it’s going through the court system,” Hill says. “Especially in the DMV [D.C.-Maryland-Virginia] area, that can take quite a bit of time.” But the company has no hesitancy to immediately file a breach-of-lease suit since its application and lease explicitly state that information provided must be accurate. “We can move forward since they falsified information,” she says.

Combating fraud after the fact typically requires legal action, Jackson agrees, filing an eviction based on false claims. “You gave me an application, and you stated that everything you gave me was true, and it’s not,” she says. “Most of the time, you can file an eviction, especially if the person is not who they say they are –if you have an identity issue, where maybe they have given you the wrong ID – take them to court. They’re going to have to bring their ID with them. Present the information you have; the judge is going to ask them, under oath, certain information, and ask them for verification they can’t provide. And you’ve got what you need.”

Other Scenarios

Most fraud does not involve identity manipulation, Jackson says. In the majority of cases, “I might be who

I say I am, but all the information I’m giving you is not me,” she says. “I’m trying to rep for myself, except I have really bad credit or I don’t have enough income, and I’m trying to find a way to meet your standards. That’s where you’re finding packages you can buy on Facebook. The actual person is trying to move into that unit.”

In other cases, the applicant is bringing a roommate with them who is someone other than the person presented, Jackson says. “I’m leasing, and I’m saying this person is moving in with me, but they’re actually not – it’s somebody else,” she says. “But more of the time, it’s, ‘I just can’t qualify any other way but to provide fraudulent documents.’”

Hill notes that rental housing companies face the same types of phishing attacks as any other industry, ranging from emails with links that spread viruses, to texts purporting to be from the company president telling someone to buy gift cards and then give them the numbers off the back of the card – which the scammer then uses to make purchases of their own. “We have a good IT team, but they still get through,” she says.

To combat those types of fraud, the IT department at Borger has implemented software to kick emails out of inboxes or restrict them from coming through in the first place; and they also send warning notifications to the entire staff, especially when there’s a particular scam that’s rampant that month, Hill says. That includes alerting people to gift card scams. “It’s wild what people do,” she says. “Every once in a while, [scammers] get that one person who will follow through.”

Ed Finkel is a frequent contributor to Units.

ARCHITECTURAL DOG PARK PRODUCTS

suppliers in the multifamily industry, we’re constantly balancing the need for immediate transactional results with the pursuit of trust-actional relationships. Our success isn’t just in the numbers; it’s in the lasting partnerships and trust we build with our clients. This approach goes beyond short-term gains, promising sustainable growth and deeper connections in an industry where relationships are key.” This distinction significantly impacts how suppliers are perceived and how successful they are in establishing long-term partnerships.

Deconstructing the Term Trust-actional

Trust involves multiple aspects of reliance, including consistency, commitment, honesty, transparency, dependability, and support. Building trust requires time, consistent positive interactions, and forgiveness when mistakes occur. Trust is a foundational element in all relationships, leading to stronger connections, deeper relationships, and a sense of security in personal and professional settings. Benefits of building trust include repeat business opportunities, positive word-ofmouth referrals, collaborative ventures, and long-term partnerships.

Actional implies an emphasis on taking action or conducting transactions. In a business or sales context, it refers to an approach that prioritizes action, execution, or engagement in various activities related to deals, negotiations, or interactions with clients or customers.

Without even fully knowing, we as humans approach purchases personally and professionally through a trustactional lens. There are four key areas that round out the idea of trust-actional selling:

• Relationship-oriented prioritizes building a relationship with the multifamily operator or property management company. It involves understanding their long-term goals, challenges, and how the suppliers offerings can align with and support these objectives.

•Deep engagement selling is characterized by ongoing dialogue, tailored solutions, and a consultative

style. It’s about becoming a trusted advisor rather than just a supplier.

•Sustainable partnerships: By focusing on the client’s success, vendors can establish long-term partnerships, leading to repeat business and referrals.

•Value-based selling emphasizes the value and ROI of the products or services, moving the conversation away from price and towards how the offering can positively impact the client’s business.

We checked in with a select few property management thought leaders and asked them some insightful questions regarding this term: Trust-actional.

Regarding trust and relationship value, on a scale of 1 to 10 how important is the relationship and trust factor with a supplier in your decision-making process, and why?

Mike Brewer, Former COO of Radco Companies: True engagement begins with a genuine understanding and respect for one another as human beings. Before considering any pitch or proposal, it’s imperative for me to feel a sense of sincere care and connection from a partner. The traditional Socratic approach, which often leads to predictable solutions, does not resonate with me. Likewise, grand gestures such as invitations to the Masters or the Porsche Driving Experience, though impressive, don’t necessarily foster the depth of relationship I seek. The thoughtful effort to understand me beyond mere professional interactions truly matters. When this deeper connection is established, my inclination to collaborate naturally follows.

Mark Chaplin, VP of Supply Chain of Buckingham: (Rated a 10) Very important. It is imperative to have reciprocal trust between vendor and customer. Although protecting the interest of Buckingham (PMC) is always priority number one, the interest of a quality vendor is a close second. Vendors help maintain the health of daily operations, often acting as an extension of the PMC; therefore, integrity to provide consistent, quality work at a fair price every transaction is a must. Conversely, the

vendor must feel that the PMC supports their long-term strategic goals and not viewed as a short-term, low-cost transaction. The greater the alignment, the better the trust and ability to realize success.

Feedback and improvement focus: How do you typically provide feedback to your suppliers about their products or services? What role does this feedback play in your ongoing relationship and decision to continue working with them?

Drew Williams, Regional Manager Radco Companies: Very directly. No sugar coating and straight, no chaser. To expect perfection is to expect failure; however, when errors or lack of synchronicity are achieved, own it, learn from it, elevate, and try again. I’ll give more than a second chance if I know we’re both in path to grow and prosper. What role does this feedback play in your ongoing relationship and decision to continue working with them? It’s critical – do-or-die. If I can’t have an open narrative and dialogue, I’ll never achieve trust. And if I never achieve trust, then we both should move on.

Daniel Paulino, VP of Marketing, Bozzuto: We no longer commence new pilots without a co-developed research plan that defines the business problem we are looking to address, the KPIs we need to see to justify the ongoing investment, intended timelines, and the methodology for how we will analyze the data at specific milestones throughout the pilot. It is critical to get internal buy-in from all stakeholders and also external buy-in and approval from the vendor. Without this documentation, the evaluation of the merits of the technology become subjective and open to interpretation by many individuals who will inevitably not agree. Agreeing up front BEFORE the pilot launches makes it a very easy go/no-go decision at the end of the pilot period. This process becomes the feedback and there are ongoing, regular check-ins so the vendor has transparency into the metrics we are seeing. At the end of the pilot period, we then prepare a comprehensive review of the analytical methodology, trends, results, and our decision to either move forward with a larger scale rollout or not.

Evolving needs and trends: In the past three years, how have your priorities or criteria changed when it comes to selecting suppliers for software, products, and services? What new elements are you considering now that weren’t as important before?

Mark Chaplin, VP of Supply Chain of Buckingham: Centralization. Buckingham (PMC) now has a centralized supply chain team focused on processes, policies, and procedures to optimize and leverage all aspects of the supply chain process. This centralized supply chain approach includes both process and technology advances in strategic sourcing, global contracting, tactical purchasing (PR/PO), vendor management, and inventory management to name a few. Aligning centrally creates major efficiency gains including cost savings, risk reduction, governance and control, automation, product and service compliance, and vendor performance. One true north.

Mike Brewer, Former COO of Radco Companies: I’ve adopted a more deliberate and thoughtful pace in my approach. We are cautious and discerning, not easily swayed by market trends and hype. A trend I find less appealing is the strategy of some venture capitalists, whom I refer to as ‘King Maker VCs.’ Their primary focus on increasing unit count often leads to the forced implementation of technology solutions in the multifamily space. I am more accustomed to approaching and engaging our existing partners to prioritize understanding how their developmental roadmap aligns with ours, particularly regarding timelines. Just recently, I had a significant conversation with one of our partners. In this discussion, I shared our need to seek a specific solution that could alter our business relationship. My objective was twofold: First, to gain insight into their plans for augmenting their existing offerings; and second, to ensure they were fully informed about our intentions. This openness is designed to foster collaborative problem-solving or, at the very least, to provide them with ample

understanding should we need to transition away from their services.

Key value drivers: What are the top three attributes or factors you look for in a supplier that make them stand out as a potential long-term partner for your PMC?

Mark Chaplin, VP of Supply Chain of Buckingham: Reputation. A vendor’s reputation encompasses many factors: Quality, performance, reliability, financial security, and customer service, to name a few. Typically, the vendor’s reputation speaks for itself in the industry and is no trade secret; therefore, market feedback typically draws attention to those vendors that Buckingham (PMC) seeks out. Initially these factors can be seen in the bidding/ request for proposal (RFP) process, which gives confidence in the vendor selection process and ultimately the day-to-day operations.

Scalability. The vendor’s ability to offer a robust array of products and services in a broad geography is a major factor to leverage business operations. As Buckingham (PMC) grows and emerges in new markets, it is imperative that a vendor has the capability and flexibility to scale seamlessly. Vendor operations in multiple states that offer a diverse portfolio of products and services helps secure a long vendor partnership and meet the minimum requirements to be a qualified vendor.

Price. Price will always be a deciding factor on vendor selection and partnership; however, Buckingham (PMC) will always consider the Total Cost of Ownership (TCO). TCO does not always mean the lowest price offered, but rather the alignment of value and price equally. Long-term vendor relationships are built on TCO, which translates into the best overall value to price ration for the overall effectiveness of the entire organization.

Mike Brewer, Former COO of Radco Companies: Prioritize being helpful. I deeply appreciate the question,

‘How can I be of help to you?’ It signifies a readiness to support and adds significant value to our interaction. Focus on meaningful, infrequent interactions. Let’s make our time together count. Share updates from your life, and allow me to share mine. Take the time to understand what brings me joy and challenges I face. In these moments, exercise empathy and emotional intelligence. It goes a long way with me.

Embrace an avuncular approach. Approach interactions with a warm, uncle-like demeanor, fostering a sense of familiarity and trust.

Commit to the long-term perspective. Consider the example of Mike Whaling, who patiently built a relationship with me over nearly five years. His dedication and long-term strategy have made him my first choice for all website-related needs for over a decade.

Building relationships with a trusted foundation is crucial in cultivating long-term partnerships. By adopting this approach, suppliers can establish a strong reputation within the industry, resulting in increased recommendations and credibility. Understanding the unique challenges faced by multifamily operators enables suppliers to offer tailored solutions that enhance client satisfaction. Trust helps to minimize price sensitivity, as clients acknowledge the added value of the products or services, thereby creating upselling and cross-selling opportunities. Regular interaction encourages a feedback loop, allowing vendors to refine and improve their offerings continuously.

In summary, while transactional selling might generate quick sales, a trust-actional approach is more conducive to building sustainable, mutually beneficial relationships. Trust is the foundation of sustained success in selling to the multifamily industry, fostering enduring alliances and mutual growth.