2/21/8Residents Voice1 “Following the Money” 2/21/2008 Tonight’s Subjects ! “Residents Voice – Who/What/Why?” “What Drives Your Assessments?”

2/21/8Residents Voice2 Residents Voice 2/12/8 TV6 Interview Excerpts Due to the size of the video clips, the video for this page could not be shown on the website.

2/21/8Residents Voice3 Clearing up “Misconceptions” Who is “Residents Voice?” Why do they exist? What is their purpose? What outside source funds the organization? Has the General Manager ever been invited to attend a Residents Voice Meeting?

2/21/8Residents Voice4 How did Residents Voice Start? Due to the size of the video clips, the video for this page could not be shown on the website. Resident Voice started on June 23, 2005 with 34 residents.

2/21/8Residents Voice5 Donations! Due to the size of the video clips, the video for this page could not be shown on the website. Donations to Residents Voice for the $10,000 ad in the OC Register were from residents of LWV. This is the only source of our funds.

2/21/8Residents Voice6 RV vs Other Organizations Due to the size of the video clips, the video for this page could not be shown on the website. Residents Voice has no connection or ties with other groups, I.E.; Discovery Group, SoS (Save Open Spaces), Oversight, CC&R Mediation, etc.

2/21/8Residents Voice7 Has the GM ever been contacted by RV?

2/21/8Residents Voice GM Invitation Due to the size of the video clips, the video for this page could not be shown on the website. The GM has declined numerous invitations to Residents Voice meetings beginning in September, 2005.

2/21/8Residents Voice9 In January 2008; (Referencing RV), on 1/12/8 when asked by Rob Merritt; “…. But, None of them ever invited you to their home or came to your office?” The General Manager said: NO! Due to the size of the video clips, the video for this page could not be shown on the website.

2/21/8Residents Voice10 In December 2007, PCM ….. ; Left the following message on the RV telephone (on Pam’s phone); PCM Due to the size of the audio clips, the audio for this page could not be shown on the website. The GM secretary left a message on the RV telephone in response to a request for a meeting with the GM Outreach Program.

2/21/8Residents Voice11 Service Levels How they affect you!

2/21/8Residents Voice12 What’s a Service Level? Obvious ones: –How often we cut the grass. –How often we paint our manors. Not so obvious: –Lag Time

2/21/8Residents Voice13 Lag Time – (Hot Water Heater Leaks) 10:00am Jan 1 (0)hrs 10:00am Jan 1 (0)hrs 1:00pm Jan 1 (3)hrs 8:00am Jan 2 (22)hrs 4:00pm Jan 1 (6)hrs 4:00pm Jan 2 (36)hrs 4:00pm Jan 2 (30)hrs 4:00pm Jan 4 (88)hrs Place a call Maintenance arrives Original Problem Fix Problem Resolved

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2/21/8Residents Voice15 What Affects Lag Time? Workload Projection Scheduler Employment Philosophy (I.E.; 100%) Warehousing Parts Outsourcing

2/21/8Residents Voice16 How does PCM measure Lag Time? Work orders & Computer Programs & Manual Interpretation. Yearly

2/21/8Residents Voice17 How does Industry Measure Lag Time Work Orders & Computer Programs Weekly/monthly

2/21/8Residents Voice18 How Do The Boards Utilize Lag Time Reports ???????? …. ????????

2/21/8Residents Voice19 THE END