Presentation on theme: "1 Welcome to Management Operations. 2 Resident Information."— Presentation transcript:
1 Welcome to Management Operations
2 Resident Information
3 Accepting Packages No package should be accepted unless there is a signed Package Release form. Residents must sign the Package Release Log. Keep packages in a secure area. Never allow residents to select their own package.
4 Resident Communication Key ingredients to a successful resident retention program: – Information on community activities - Newsletters – Information on community activities and events – Notices when a problem occurs (water leak, crime) – Resident surveys – provides us feedback
5 Resident Appreciation Activities Select activities that are applicable to your resident profile. Follow the rules below: – A Property team member must be present – Alcohol can be served only with RM/DM approval – Remain within budget on activities – Activities must be approved by your DM
6 Resident Concerns Follow through with all resident concerns. Our goal is to provide our residents with a positive experience Document in OneSite, all resident complaints in the Activity Tab of their ledger.
7 Resident Concerns If there is a complaint in regards to a resident, send a letter, call or arrange a person-to-person meeting to discuss. If the resident has not corrected the violation after 3 notifications, eviction may be initiated. Contact your DM. Follow state & local laws.
8 Lease Violation Letters Use state/local approved lease violation letters. If a 3 rd notice is sent, it should contain: – Lease paragraph or policy violated – Name of resident and/or guest in violation – Specific facts explaining the nature of the violation – Date possession is expected
9 Roommate Guidelines Roommates must qualify jointly. Deposits are per apartment, not the individual. If one roommate moves a partial deposit will not be refunded.
10 Roommate Guidelines Deposit refunds will be made out to all leaseholders. If a roommate moves, they need to assign their portion of the deposit to the new or remaining roommate. The vacating roommate should be removed from the lease.
11 Military Personnel When a service member requests a termination on a lease that has not been fulfilled, discuss this with your DM. Seek legal counsel to ensure we are in compliance with the Service members Civil Relief Act – The right to terminate a housing lease – Protection for eviction – Legal proceeding can be postponed for 90 days
12 Resident Transfer Policy Transfer On Site – Must have complied with all lease terms in the original apartment. – A move out notice is required. – Must pay a transfer fee if transferring before the original lease end date. – Must re-qualify if moving to a more expensive apartment.
13 Resident Transfer Policy Transfer to another Berkshire Property Free Transfer Program – Must be moving 25 or more miles – Notice to vacate is required – Must be in compliance with all lease terms Benefits Include – No application fee – New lease termination – Deposit can by transferred Pet deposits and fees do not transfer
14 Transferring Deposits The previous community will process the Final Account Statement using the property address. When the deposit refund is received, it will be forwarded to the current (new) community. The current (new) community will have the resident sign the check over to that property for deposit.
15 Renters Insurance We do not provide contents coverage to cover residents personal belongings. Advise residents to carry renters insurance.
16 Resident & Guest Safety Property Managers should send a safety letter to all residents at move-in, March and September of each year. The letter should warn of potential risks related to leaving doors & windows unlocked. Remind them to take precautionary measures for personal attacks.
17 Collection Policies
18 Current Residents Monthly rent collection is one of the most vital functions performed by the property. Rent is due on the 1 st of each month, with a grace period in which no late fee is charged. Acceptable forms of payment: – Personal Check – Money Order – Cashiers check or travelers check – Credit cards
19 Current Residents All checks should be made payable to the property (no 3 rd party checks). Endorse immediately Lock up for security Deposit daily
20 Accepting Cash We prefer not to take cash, but since it is legal tender, it must be accepted if resident insists. Discourage residents from making cash payments in the future. Record cash in the 3 part receipt book. – Original – give to resident – 2 nd – attach to money for deposit – 3 rd – stays in receipt book Resident and employee must sign receipt. Count the cash in the presence of the resident.
21 Make sure residents understand the collection policy to help avoid collection problems. Explain the following: – Rent due date Late charges and date charges are accessed NSF charges Eviction policies General Collection Guidelines
22 Late Notice Letter Refer to the Landlord-Tenant laws of your state for procedures on collecting delinquent rent. Late letters officially notify the resident that unless rent is received by a specific time, the eviction process will begin. The notice should contain the amount of rent, late fees and legal fees owed.
23 Telephone Collections After the late notice is sent, residents should be contacted by phone daily until rent is paid or a commitment to move is made. Document conversions in OneSite, in the Activity Tab of the residents ledger.
24 Telephone Collection You may leave a voice mail or a message with whom ever answers the phone or a co- worker, but you may NOT indicate that your call concerns a delinquent payment. If a resident tells you not to call them at work, you must not do so again. Document this in OneSite.
25 Previous Residents Property Managers should ensure collection procedures are initiated on previous residents. The first 30 days, collection efforts should be done in house. After 30 days, turn collections over to your local collection agency.
26 Previous Residents In House Collections Advantage – collect 100% of amount due. Disadvantage – you may not be able to collect as effectively as an agency. Record & file all conversations with the previous resident.
27 Previous Residents In House Collections Guard against harassing – Discuss payments only with lease holders – Do not call more than once per day – Do not call their job if you know their employer prohibits personal calls – Do not call prior to 8:00 a.m. or after 9:00 p.m. – Do not send postcards. Send confidential letters. – Be consistent.
28 Previous Residents Outside Collection Agency Turn over to agencies after 30 days. Provide copies of the file. The original file must never leave the office. Advantage – they specialize in collections. Disadvantage – you pay up to 60% of the amount collected to the agency.
29 Previous Residents Outside Collection Agency Monitor all in house and outside agencies. All monies received on the collection account must be recorded in the file. Make sure you receive monthly reports from collection agencies. Change agencies if collection results are unsatisfactory. File collection files alphabetically and keep in a secure location.
30 Office Information
31 Office Appearance Offices should be neat, clean and ready for business at all times during the day. Prior to business: – Desks – clean & clutter free – Smoking – no smoking in any office, maintenance shop, make-ready or occupied unit – Atmosphere – soothing background music with low volume – Office should smell fresh & clean
32 Office Appearance Do not burn candles Spray air freshener as needed Kitchen – clean & empty of dishes Lunches & Snacks – never eat the front desk
33 Office Hours & Notices Post office hours & emergency numbers for residents & prospects to view. Keep the website updated as office hours change. Although offices may be open after dark, do not show an apartment after daylight hours. If offices are to be closed for a holiday, notify residents via newsletters or notices.
34 Office Hours & Notices Be at the office 10 to 15 minutes before the office opens. Do not close offices for lunch unless only 1 staff member is on duty. Time should be set aside for administrative duties: – Computer input and paperwork – Training, safety, staff, vendor meetings – Walking apartments – Distributing notices to residents – Making deposits
35 Office Hours & Notices Required notices in offices: – Federal Fair Housing Poster – 3 rd Party Qualification Guidelines – Photo identification sign – No cash sign – Thank you for not smoking sign – Sign to post when showing an apartment
36 Office Hours & Notices Signs posted for employees are: – Required state/federal employee law posters (all in one) – Other state and local required postings
37 Answering Service Used to ensure our residents have 24-hour access. Do not utilize as a tool for uninterrupted work time. Provide the answer service with: – Answering Service Guidelines – Maintenance Emergency Situation List – Current Employee Contact List
38 Answering Service If the on-call person does not respond within 10 minutes, the service is to contact the 2 nd person on the list. The Property Manager should be contacted if the 2 nd person does not respond. Courtesy Officers should handle disturbances that are not an emergency.
39 Voice Mail Systems Do not use as a tool for uninterrupted work. Message should be professional, clear and concise. Keep instructions simple. Keep the emergency number current. Follow up with messages.
40 Desk Setup Property files should never be left in view of prospects or residents. Desks should be free of clutter. Limit personal items. Unnecessary pens, paper, forms, etc… should be in drawers.
41 Filing Systems Refer to the policy on guidelines for setting up the following files: – Active Resident Files – Inactive Resident Files – Move In Files – Former Resident Files – Employee Personnel Files – Payroll Files – Vendor Files – Contract Files
42 Binders, Notebooks, Manuals Statistical and Financial Reports Procedure Manuals Incident Reports Fair Housing Notebook State Law Books Marketing (Ad, Follow-Up, Leasing Kit, Competitive Analysis) MSDS Month End Binders
43 Fair Housing Notebook Market Rent changes Qualifying guidelines Rent special approval forms Show Unit List Document for all corrections and/or exceptions from operating procedures Other Fair Housing documentation that would apply to all residents
44 Financial Procedures
45 Banking Procedures Funds should be collected, posted and/or scanned daily. Manually posted checks should be deposited on the same day they are posted. Do Not endorse checks that will be scanned, stamp only manually posted checks. For Security Deposits only, cashiers checks and money orders should not be stamped until application has been approved. Do not hold or accept post-dated checks.
46 Property Safe Only the Property Manager and Assistant Manager should know the combination. When turnover occurs, the combination should be changed. All funds should be stamped immediately and kept in the safe until deposited.
47 NSF Checks Send a letter to the resident immediately upon notification of an NSF check. – ERIN report ed by Boston daily. – NSF check sent to you by bank. Enter NSF in OneSite. Charge late fees and NSF fee.
48 NSF Checks Do not run residents check through bank twice. Re-Payment of the NSF must be in cashiers check or money order. Collect NSF check amount in addition to late and NSF fees. After 2 NSFs in 12 months, residents may no longer pay with personal check. – After 12 months with no late payments, they may resume payments with a personal check.
49 Late Fees Late fee amounts and date late fees occur, are based on your lease agreement. Late payments must be paid with cashiers check, money order or credit card. Payment must include late fees. Late fees can not be arbitrarily waived.
50 Specials, Discounts and Resident Credits All Specials or Concessions will be entered into the OneSite system by your DM/RM before implementing. Any discount or credit must be approved by the Property Manager.
51 Move Out Procedures Attempt to get the resident to stay. If they still want to move, have them complete the Move out Notice form. Get the residents forwarding address and cell phone number! Discuss the move out procedures so they know what is expected of them. Enter notice into OneSite.
52 Abandonment or Skip When an apartment is declared legally abandoned, photograph inventory and move all items to storage. Keep copies of all invoices and other expenses. If items are sold, keep records. In all cases, before you take any action, contact your DM.
53 Eviction Procedures Know your state and local laws. Prior to filing an eviction or dispossessory action, the Property Manager must demand possession. If the resident is in default for reasons other than non-payment of rent, refer to your specific lease.
54 Final Account Statements (FAS) Inspect the apartment with the resident or as soon as possible after move out (complete the move out portion of the M/I M/O Inspection Form). Complete the FAS in OneSite within 5 business days of move out. Take pictures of damages for file. Charge all applicable fees (i.e. notice fee, termination fee, damages).
55 Credit Card Processing Properties may use OneSite Payments or Rentpayment.com. For more information ask your Property Manager or Regional Training Director.
56 Month End Accounts Receivable – OneSite Leasing & Rents – processed on the last day of the month. – Reports should be kept for 1 year + current year. – Refer to the Month End Checklist for detailed instructions. Accounts Payable – Purchasing – processed on the last day of the month. – Reports should be kept for 1 year + current year. – Refer to the Accounts Payable Month End Checklist for detailed instructions.
57 Purchasing Guidelines Every employee has an obligation to the company to spend money wisely. It is the Property Managers responsibility to ensure all expenditures are entered into Ops Technology before items are purchased. Items requiring approval must be approved before making the purchase.
58 Petty Cash Each property has a petty cash fund for making small purchases. The Property Manager is responsible for the use of the fund and making sure it balances. It should be in a locked cash box with only the Property Manager having access.
59 Petty Cash Petty Cash is used only for small items such as postage, food, gas etc… It is never used for personal loans, payroll advances or resident appreciation parties. When removing money from petty cash a voucher should be signed by the person taking the money. After the purchase, the receipt and remaining cash should be placed in the box and the voucher discarded.
60 Check Request Submitted for resident appreciation parties, legal filings, etc… Submit 30 days prior to requiring the funds. or fax to DM for approval.
61 Reclassifications To avoid Boston generated reclasses, make sure expenses are coded to the appropriate G/L account. Use the Chart of Accounts for coding questions. Examine the Spending Detail Report at A/P cutoff to review reclasses.
62 Income Report Completed by the Property Manager at Month End or as requested by your DM. Use the Monthly Transaction Summary Report from OneSite to complete. Informs management where the property stands on Total Income.
63 Market Rate Changes Market rent is the prevailing monthly lease rate for each specific unit. The market rent should be changed in OneSite to reflect the amount we will lease the apartment for. Therefore, anyone that looks at the Availability Report will know exactly what the rate is for each individual unit.
64 Market Rate Changes Since rates are changed per unit, the correct rental rate will be shown on the Berkshire Website, On-line Leasing and or all ILSs. There will be no need for manual pricing over-rides(note: If a property gives an up- front concession such as ½ month free, this would show as a concession for the month and not affect market rent). Please refer to the Operations Policy located on the Berkshire web-site Market Rent Changes
Concession Management Your DM/RM will enter all concessions directly into the OneSite system 65
66 Lease Renewals Lease renewal programs are set monthly with your DM. Fair housing and discrimination laws must be adhered to. Set a definable basis. Programs should be documented in writing for your protection should a discrimination claim arise.
67 Lease Renewals Lease Expiration Management – No more than 10.9% of total units should expire in any given month. Month to Month Leases – No more than 5% of the total units should be on month-to-month. – If a resident goes month-to-month, they must pay current market rate plus a month-to-month fee.
68 Miscellaneous Items
69 Innovative Business Products On-Line ordering through OPS Technology – Business Cards – Maintenance Door Hangers – Parking Stickers – Brochure Pages – Pocket Folders – Life Made Simple Stationary – 5 star program
70 Legal Related Matters Legal Counsel – Before contacting our legal department, consult your DM for guidance. – For legal issues related to a specific property it is advisable to consult with a local attorney due to their knowledge of local laws and processes. The legal department in Boston should be consulted for recommendations.
71 Change in Property Manager The DM is responsible for the timely and organized transfer of property and operation information to the new Property Manager. The Property Manager Change Over Checklist provides the new Property Manager with a status report on key areas for the propertys operation. Both the outgoing and incoming Property Manager should complete the checklist.
72 Key Contact List The Key Contact List is found in the Standard Forms section of the Berkshire Website. This is a listing of individuals in the Regional, National and Boston offices that you can contact with questions or problems.