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© 2014 National Apartment Association

LIMITS OF LIABILITY AND DISCLAIMER OF WARRANTY © 2014 by the National Apartment Association, 4300 Wilson Boulevard Suite 400 Arlington, VA 22203. All rights reserved. The course materials or any part thereof may not be reproduced, stored in a retrieval system, or transmitted, in any form or by any means—graphic, electronic, or mechanical, including photocopying, recording, or otherwise, without the prior written permission of the National Apartment Association Education Institute (NAAEI). NAA retains copyright to the original materials and to any translation to other languages and any audio or video reproduction, or other electronic means, including reproductions authorized to accommodate individual requests based on religious or medical deferments from classroom participation. DISCLAIMERS Although NAAEI programs provide general information on apartment management practices, NAAEI does not guarantee the information offered in its programs is applicable in all jurisdictions or that programs contain a complete statement of all information essential to proper apartment management in a given area. NAAEI, therefore, encourages attendees to seek competent professional advice with respect to specific problems that may arise. NAAEI, their instructors, agents, and employees assume no responsibility or liability for the consequences of an attendee’s reliance on and application of program contents or materials in specific situations. Though some of the information used in scenarios and examples may resemble true circumstances, the details are fictitious. Any similarity to real properties is purely coincidental. Forms, documents, and other exhibits in the course books are samples only; NAAEI does not necessarily endorse their use. Because of varying state and local laws and company policies, competent advice should be sought in the use of any form, document, or exhibit. POLICY STATEMENT REGARDING THE USE OF RECORDING DEVICES, AUDIO VISUAL EQUIPMENT, AND OTHER MEANS OF REPRODUCTION OR RECORDING OF THE “CERTIFIED APARTMENT MANAGER” MATERIALS All program contents and materials are the property of the National Apartment Association Education Institute, which strictly prohibits reproduction of program contents or materials in any form without the prior written consent. Except as expressly authorized in writing in advance, no video or audio recording of NAAEI programs or photocopying of “Certified Apartment Manager” materials is permitted. Authorized recording of programs or duplication of materials may be done only by the instructor on site.

© 2014 National Apartment Association

ACKNOWLEDGMENTS

SUBJECT MATTER EXPERTS The NAA Education Institute wishes to thank the following apartment industry professionals for contributing their time and expertise to the rewrite of the Certified Apartment Manager Research, Analysis and Evaluation program:

Lead Subject Matter Expert

Susan E. Weston, CAM CAPS, NAAEI Faculty Licensed Texas Broker

Professor, University of North Texas School of Business The Susan Weston Company

2655 Mount View Drive Dallas, TX 75234-6239

972.308.6092 Office 972.415.6299 Cell

[email protected] www.susanweston.com

KEY CONTRIBUTORS

• David Jolley, CAMT • Howard L. Campbell, Ph.D. • Fisher & Phillips, LLP • Kimball, Tirey, and St. John, LLP • Sue Weston, CAM, CAPS

Course 1: Management of Residential Issues Instructor’s Guide

© 2014 National Apartment Association 2

Course Information Course length This course will take approximately 9 hours, excluding breaks and lunch.

On Day 1 there is 6.5 hours of training time and on Day 2 there is 1.5 hours of training time.

Estimated time

The estimated time for the lessons in this course is as follows. Time for lunch (45 minutes to an hour) and short (10 minute) morning and afternoon breaks are not reflected here, but should be planned.

Topic Estimated Time

Welcome/Introductions 10 min Customer Service 1.5 hours Occupancy Management: From Applicant to resident

5 hours

Technology 1.5 hours

Activities Activities are exercises within a chapter that require participants to use

specific chapter content, which aids in comprehension and memory. They are in the Activities Tab in the Participant Guide. The instructions for the setup and the debrief points are provided in this guide for you. Many of the Activities are to be completed in pairs or groups.

Chapter Skill Checks

Skill Checks are at the end of each Chapter. They are similar to the Activities, but are broader and address more of the content from the entire chapter. They are completed open-book. Chapter Skill Checks help the participants review the material and check their own progress by determining how much they knew from memory versus how much they had to look up in the Participant Guide. Participants will complete a Chapter Skill Check at the end of each Chapter. Skill Checks are located in the Skill Check tab in the Participant Guide. There is a Skill Check Answer Key handout for each Skill Check which is to be distributed to the participants after they have completed the Skill Check. The Answer Keys are to be used to self-correct these Skill Checks, and for participants to use as study guides for the exam. Instructions for the Skill Check setup and debrief are provided in this guide for you.

Continued on next page



Course Information, Continued

Course exam The CAM exam is delivered in 2-parts over a 4 hour period. Part I is 115

multiple-choice questions timed for 2 hours. Part II is 75 scenario-based multiple choice items, also timed for 2 hours. Both Parts of the CAM exam test knowledge and application of content from ALL 9 modules. The new CAM exam is ONLY delivered on a computer in a proctored environment. The exam is available at Affiliate offices and Castle Worldwide locations across the country. Click here to go to a testing site or visit www.naahq.org/education. Refer students to the Candidate Handbook for additional testing information. Participants will need an eligibility code to access the exam. The eligibility codes will be distributed by the local apartment association after completion of the required coursework. Upon completion of the NAAEI exams, participants will receive their results immediately. All participants will receive diagnostic information on their performance in the major content areas of CAM. If a participant passes their exam, they will receive a passing notice. If participants do not pass the exam, they will receive their score report, in addition to a profile of their strengths and weaknesses based on the domains (sections) included in the exam. Participants who do not pass the exam, may retake it again after 7 days. Retesting fees for one part of the exam at an association or Castle location is $80.00. Retaking both parts of the exam at an association or Castle location is $100.



Instructor Preparation Materials needed

The printed materials needed for this class include the following: • Management of Residential Issues Participant Guide for each participant

and one for yourself • Management of Residential Issues Instructor Guide for yourself • PowerPoint slides for Course 1: Management of Residential Issues • Sign-in form (to be turned in to the affiliate office at the end of class) • Skill Checks for Course 1: Management of Residential Issues • Answer Keys to Skill Checks for Course 1: Management of Residential

Issues

Your prep time

Be sure that you review the materials for class and prepare in advance. The Instructor Guide and slides are intended to be used along with the Participant Guide as a way for you to take the participants through the material and to manage the classroom discussions, activities and skill checks. You should plan on spending several hours preparing to teach the class, particularly if you have not taught this Course using these materials in the past.

Equipment needed

The equipment needed in the training room includes the following: • Flipchart or whiteboard with stand and markers • Computer with LCD to project PowerPoint slides

Note: If the slides have been made into transparencies, you will need an overhead projector instead.

• Microphone or sound system • Speakers




Instructor Preparation, Continued

Room require-ments

Prior to the training, be sure that the room has: • Seating that allows for the number of participants to be seated

comfortably and still be able to see the flipchart and slides from all seats • Tabletops or desks for writing • Controllable thermostats and lighting

Logistics Prior to the training, be sure to confirm or to find out the following:

• Date and time of the class • Venue for the class • Room number/location • Location of rest rooms, telephones, kitchen facilities, etc. • Location of emergency exits



Using This Guide Introduction This instructor guide has been prepared to help you manage the information

for this class as well as to help make the class more consistent at all locations nationwide.

Topics You will notice that the topic being discussed is labeled at the top of each

page. The content in this guide is different than what participants are looking at in their Participant Guides, but references to page numbers that they should be looking at are provided here to help you keep track of where they are. You will need to have the Participant Guide in front of you, to be able to see what they are looking at as well.

Timing The timing in this guide is provided as a guideline. Each class is different,

and it is up to you to be able to manage the time so that you do not run over the allotted limits. This will ensure that you are able to cover all the materials that participants need to know in order to pass the exam. Hints If there is a mix of students who are quick and slow, or if someone is telling a lengthy story or asking a lot of questions that require time-consuming answers, you will have to decide at what point to move things along. Other hints include: • offering to discuss things further after class • explaining that something being brought up now will actually be covered

later in the material • explaining that although everyone may not be finished, you need to

move on but will be available to help with any questions after class • using a “parking lot” for issues that come up that you don’t want to forget

about but that can’t be discussed right then.

Instructor’s talking points

Anything that you should say word-for-word is bolded and bulleted. Things that are instructions to you are in regular font and not bulleted.




Using This Guide, Continued

Adding your experiences

Feel free to elaborate on the content in this guide by adding your own experiences as long as your stories are directly relevant to the topic under discussion and time permits. Your experiences can help clarify the content, make the content more relevant and interesting to the students, and encourage them to share their own experiences as well.

Icons There are several icons that are used throughout this guide. They are:

Flipchart: This icon shows when you should display a prepared flipchart or write something on the flipchart.

Handout: This icon shows when you should distribute a handout. This could be a skill check, activity, or other handout.

Reference: This icon is used to tell participants what page to look at in the Participant Guide.

Activity: This icon is used to point out where there is an activity/practice.

Optional: This icon is used to point out places where you may add a personal story or do something extra, if time permits. It is more important to complete the class on time and be able to get through all the material than to provide extra examples. Use your judgment.




Using This Guide, Continued

Icons, (continued)

Question/Answer: This icon is used to show where you will ask a question or questions of the participants.

Skill Check: This icon is used to point out where there is a skill check for a lesson or lessons.



Getting Started Estimated Time: 15 minutes

Welcome Welcome them to the class and thank them for attending.

Introductions If you are using tent cards, ask participants to put their first names on them.

Show Slide #2 - Introductions

Introduce yourself first, telling participants where you work, how long you have been in the industry and what your involvement is with the local NAA affiliate. Ask participants to introduce themselves, selecting someone at one side of the room to start.

Overview of CAM program

Explain to participants that this Management of Residential Issues course is one of nine (9) courses that they will need to complete in order to receive the Certified Apartment ManagerSM designation.




Getting Started, Continued

Overview of CAM program, (continued)

Once they have successfully completed the courses within the 1-year candidacy period, they will receive the CAM designation. CAM designates receive a certificate that is suitable for framing and a pin.

Additional information

Tell them that the CAM designation is one of several that the NAAEI offers. They can get more information about the other programs on the Web site at www.naahq.org/education.

Agenda Show Slide #3 – Agenda

Review the agenda for the day. Note: If you like, you can add breaks and lunches into this slide to show when those will happen. Otherwise you can leave it as is, and take breaks when it seems right during class.





Materials review

Participant Guide Ensure that each participant has a copy of the Management of Residential Issues Participant Guide. Tell participants that this will be used: • during class • as a aid in studying for the exam, and • as an on-the-job reference following training.

Tabs Explain that the Participant Guide is divided into these tabs:

1. Chapters: they contain the core content 2. Activities: these are exercises covering part of a chapter 3. Skill Checks: these are exercises and knowledge check covering an

entire chapter. 4. Toolbox: These are forms, checklists, and samples that you may want

to use on the job following training. 5. Slides: These are the slides you will show throughout the Course

Explain that: • you will tell them where you are in the Participant Guide often and • although the slides contain information from the Participant Guide, they

are not identical or always labeled the same was because they have different purposes.

Resource Materials Explain that there are additional materials, such as sample forms, job descriptions or other documents which are available on the NAA Web site. There is also a master glossary of terms. To access these resources, they should go to www.naahq.org/CAM, and log on using their NAA User ID and password to access these documents.





Logistics Tell participants the locations of the bathroom, kitchen, telephones, and

emergency exit.

Classroom rules

Explain rules about use of cell phones and/or pagers, breaks, smoking, and any other information you need to provide them.

Sign in form Pass around the sign in form and ask participants to complete it.



Chapter 1: Customer Service Estimated time: 1.5 hours

Three Keys to Good Customer Service

• An effective manager understands the importance of good customer service. Satisfied residents provide resident referrals and are also more likely to renew their leases.

• Keeping units occupied saves money as the cost of turnover is high.

• Show Slide #4

Participant Guide page 1-2 Show Slide #5 – Three Keys to Good Customer Service

• The three keys to good customer service include: Communication, Attitude and Relationships. We will take a look at each of these components and the role each plays in providing high-quality customer service.




Communica-tion, (continued)

Show Slide #6 On the top of a flipchart, write: Good Customer Service

Ask: “What do you think of when you hear the phrase “Good Customer Service?” Record participants’ answers on the flipchart. Responses should include: • Smile, friendly, listens, eye contact, going above and beyond, patient,

attentive, sincere, knowledgeable




Chapter 1: Customer Service, Continued

Communica-tion, (continued), (continued)

After collecting responses: • All of these components add to a good customer service

experience. They are things we like to see when we are the customer.

Participant Guide pages 1-3 and 1-4 Show Slide #7 – Listening

Module 1: Management of Residential Issues Chapter 1 5

ListeningBe ready to listenPay attention to verbal and non-verbal languageUse active listening skills

• Listening is the first step in good communication. Being ready to listen means that as hard as it is, you need to put your own worries, agenda, etc. To truly listen is to give the speaker your undivided attention. Let the answering machine pick up the ringing telephone, put your paperwork aside – focus on the speaker.

• Maintain an open mind and decide that you want to hear what the speaker has to say.





Communica-tion, (continued), (continued)

Show Slide #8 – Communication

• In a face-to-face communication, there are three components. The

impact of these three components must equal 100% for the communication to be effective.

• Body language accounts for more than half of the impact in communication. Pay attention to body language! Smile, maintain eye contact, use a strong handshake. These all make a difference in your communication style.

• The tone of your voice accounts for 38%, while the actual words you speak have only a 7% impact. So, it’s not so much what you say but how you say it! A smile will help with the tone of your voice.

• Although only a 7% impact, your words are still important – be professional and use simple, easy to understand words.





Communica-tion, (continued), (continued) Participant Guide page 1-4

Show Slide #9 – Active Listening

• Active listening requires some work on your part. When you listen actively, you show the speaker that you are listening.

• Non-verbal gestures such as making eye contact and nodding indicates that you are following what the speaker is saying.

• Creating checkpoints verifies that you understand what the speaker is saying. An example is “So, what you are saying is ….” This allows the speaker to clarify if there is a misunderstanding.

• Encouraging the speaker is accomplished through the non-verbal gestures as well as using phrases such as: “I see; Okay; I understand” This encourages the speaker to continue.

• When a speaker is finished, you should always summarize the conversation to be sure all points were understood and that you and the speaker are “on the same page”.





Activity #1 Empathetic Listening

Participant Guide page 1-5 Show Slide #10 – Activity #1

Play the Covey video “Empathic Listening” beginning with the Objectives introduction. After watching the video, answer the three concept questions as a class. Encourage the students to offer their personal takes on the lesson points. Break the room into partners and ask each set to complete the following: Practice with a partner building an empathic conversation with one of the following:

1. An angry resident who received a late notice in error. 2. A resident confused about having to ask a visitor to move out 3. An employee who is trying to tell you about an uncomfortable

resident encounter 4. A coworker who has a new task and unsure how to proceed

Allow 10 minutes for partners to experiment with empathic listening and ask for two partners to share their impressions of both speaker and listener. Refer to the Resource Page to reinforce the critical concepts.





Transition • Communication is the first key component in customer service.

Now let’s take a look at the next component: attitude.





Attitude • Never underestimate the power of a positive attitude.

Participant Guide page 1-6 Show Slide #11 – Attitude


Attitude

Choose your attitude!

Discuss the effects of attitude on customer service.

• Only you can choose your attitude! People may try to change your

attitude, but you control it. You have to go to work everyday and you can choose to be angry or grouchy and it makes for a long day, or you can choose to be happy or friendly and the day goes much better!





Building relationships with residents

• The last key component in good customer service is relationships. • The cost of turnover is generally more than 1 -2 months rent per

move out. This alone is incentive to build a relationship with residents and encourage residents to build relationships with one another to ensure a happy community.

• There are many areas of a manager’s work that requires the assistance of residents –crime watch, maintenance – and residents are more willing to help when there is an established relationship.

Participant Guide, page 1-7 and 1-8 Show Slide #12 – Building Relationships

Walk through the slide on building relationships.





Management in the multicultural marketplace

• Today, more than ever, we need to be aware of the differences in cultures. Not only language, but customs such as handshaking varies within cultures.

• The Joint Center for Housing Studies at Harvard University reports that 39% of renters are minority and 17% were born outside the US.

Participant Guide pages 1-9 to 1-11 Review the ten techniques for helping to minimize misunderstandings. Generate a discussion around multicultural issues and/or challenges that participants have had in real life experiences. Have a few participants share their stories.

Customer service opportunities

• Customer service is a process that begins the day a future resident comes to the office looking for information to find an apartment and continues through the residency.

Ask participants what examples can you think of during this time that opportunities exist for delivering excellent customer service? The first opportunity is when the person comes looking for an apartment, what other opportunities are there? Responses should include: application process, lease paperwork, after resident moves in, after a service request, etc.

Review page 1-12 in the Participant Guide to review the types of communication that are opportunities for delivering excellent customer service.

Ask for any questions on Customer Service.





Transition • We have talked about what good customer service means to us and

ways we can deliver such service. Let’s look at the Ultimate Question for our customer.





Activity #2 The Ultimate Question

Participant Guide page 1-12 Refer to Activity #2 in the Activities tab of the Participant Guide Show Slide #13 – Activity #2

Play the Covey video “The Ultimate Question” beginning with the Objectives introduction. After watching the video, answer the three concept questions as a class. Encourage the students to offer their personal takes on the lesson points. Break the room into small groups (3 to 5 members) and ask each set to complete the following:

1. List several “bad profits” in your area of responsibility that can turn a loyal resident into a detractor.

2. Make a list of the 5 things your “promoters” would say about you or your

staff. Who are your promoters? Allow 10 minutes for groups to make their lists. Ask several groups to share their answers.

Refer to the Resource Page to reinforce the critical concepts.



Skill Check #1 What this skill check covers

Show Slide #14 – Skill Check #1


Skill Check #1

Chapter 1 – Customer Service

This skill check covers Chapter 1 of the Management of Residential Issues Participant Guide.

Setup Explain to participants that they will now complete the first skill check for this

course. They will work individually to complete the skill check, and once complete (or time runs out) you will provide the answers which they can use to score themselves and use as a study guide for the exam. This skill check can be completed using their Management of Residential Issues Participant Guide to look up the answers.

Refer to Skill Check #1 in the Skill Checks tab of the Participant Guide. Explain that they have 20 minutes to complete the skill check, and then you will: • call time, and • provide an answer key.

Working time Allow participants 20 minutes to work. As they work, walk around the room

offering help where needed and to see how they are doing. Once the time has lapsed, ask participant to stop. Some may not complete the skill check in the time provided and that is OK. The answer key contains all the information they need to study for the exam and this is just a way to reinforce what they have learned.




Skill Check #1, Continued

Debrief

Distribute the Answer Key to the Skill Check #1 to each participant. Explain that the Answer Key is a good tool for them to use when studying for the exam.



Chapter 2: Occupancy Management: From Applicant to Resident What we’ll cover

• We have talked about customer service and its importance to attracting and retaining residents. Now we will take a look at all aspects of managing occupancy from the point of application and through the life of residency. We will see the many opportunities to provide excellent customer service.

Show Slide #15

Rental application

Participant Guide pages 2-2 and 2-3 Show Slide #16 – Occupancy Management: From Applicant to Resident

Review the bullet points on the slide.




Laws that govern applicant screening Participant Guide page 2-4

Show Slide #17 – Laws


LawsEqual Credit Opportunity ActFair Credit Reporting Act (FCRA)Fair and Accurate Credit Transaction Act (FACTA)

Read through slide. • These are laws that govern applicant screening. Let’s take a look at

each law and what a manger needs to do to comply.




Chapter 2: Occupancy Management: From Applicant to Resident, Continued

Laws that govern applicant screening, (continued)

Participant Guide page 2-4 Show Slide #18 – Equal Credit Opportunity Act


Equal Credit Opportunity Act

Makes it unlawful to discriminate against someone with respect to any aspect of the credit application on the basis of race, color, religion, national origin, sex, marital status, age and gender.

Read through slide for description of law. Review how to comply with the Equal Credit Opportunity Act.

Fair Credit Reporting Act (FCRA) Participant Guide pages 2-4 and 2-5

Show Slide #19 – Fair Credit Reporting Act (FCRA)

Read through slide for description of law. Review how to comply with the Fair Credit Reporting Act. Talk about what is required if the rental application is denied. • The three most significant consumer reporting agencies, or CRAs

are: o Equifax o Experian o TransUnion





Fair and Accurate Credit Transaction Act (FACTA)

Participant Guide page 2-5 Show Slide #20 – Fair and Accurate Credit Transaction Act (FACTA)


Fair and Accurate Credit Transaction Act (FACTA)

Reauthorizes FCRAAddresses consumer concerns about identity theft and inaccuracies in consumer reportsGives consumers the right to limit how businesses can use their non-public personal information

Read through slide for description of law. Review how to comply with the Fair and Accurate Credit Transaction Act and what the Act impacts.

Transition • We have reviewed the laws that govern applicant screening, now

let’s look at what is actually involved in applicant screening.

Applicant screening

• Applicant screening should be a neutral process that does not discriminate against an applicant’s membership in a protected class. It should be consistent for every applicant.

Participant Guide page 2-6 Review the application screening process.





Applicant screening, (continued) Participant Guide page 2-7

Review how criteria are established. Show Slide #21 – Screening Criteria


Screening CriteriaCredit history IncomeRental history from previous landlordsEviction recordsCriminal backgroundSocial security number or individual tax identification numberCheck writing history

Talk to the fact that the limits are determined by company policy and the manager is responsible for complying with company policy.

• Criteria are reviewed and depending on the results will decide

whether an applicant is approved or denied. These are criteria used in the screening process: read through slide

Ask participants to share what the criteria limit is for their company. Generate a discussion around the fact that it can vary but the important point is to comply with your company’s policy.

Participant Guide page 2-8 Ask participants to turn to page 2-8 and review SSN and ITIN. Mention that we will cover processing applications for applicants without SSN later.





Applicant screening, (continued) Participant Guide pages 2-8 and 2-9

Show Slide #22 – Credit Report Review each type of information. Review additional items included on the credit report.


Credit ReportAcceptable accounts ratioDebt to income ratioRent to income ratioFICO score

• This slide lists the types of information a credit report contains. • Be aware of exposure to personal information.

Review the importance of handling personal information.

Participant Guide page 2-9 Show Slide #23 – Criminal History Screening


Criminal History ScreeningBefore any review or check is

conducted, you must:inform the applicant that the criminal background check will be doneobtain an appropriate written authorization to check the applicant’s criminal history.

Review the criteria used in criminal background checks. Note that some properties do no have a criminal history screening policy, so this would not apply.





Transition • Criminal background checks help to provide security to a property

and its residents, but since the terrorist attacks of 9/11, housing providers are reviewing their screening and operating policies to include citizenship and immigration status as well to maintain security within a community.

HUD guidelines on terrorism

• In January of 2003, the Department of Housing and Urban Development (HUD) issued a memo that helps to clarify the rules regarding screening and other operating procedures. In general, the memo states that it is acceptable to refuse to rent to applicants as long as your decision is based solely on the applicant’s citizenship or immigration status and it is acceptable to ask applicants to give documentation of citizenship or immigration status while screening. However, in California, an owner may not make any inquiry or require any representation or certification regarding the immigration or citizenship status of a tenant, prospective tenant or occupant.

Participant Guide page 2-10 Show Slide #24 – January 2003 HUD Memo

Review the highlights from the HUD memo.




Identity documenta-tion

• What constitutes proof of legal residence? Let’s take a look.

Participant Guide page 2-11 Show Slide #25 – Proof of Legal Residence.


Proof of Legal ResidenceUS Citizen by birth – birth certificate or US passportUS Citizen by naturalization – naturalizationcertificateImmigrant – Permanent Resident Card or green cardNonimmigrant – a passport from the native country and/or a visaRefugee – same papers as a nonimmigrantAsylee – an I-94 form

Read through the slide and explain the various documents. Talk about the importance of scrutinizing identity documents due to the number of ID thefts.





Manager’s approval

• Once the screening of the credit and background are complete, the manager reviews the application and results to determine whether to approve or deny the application. Additional community guidelines exist as well.

Participant Guide pages 2-12 and 2-13 Show Slide #26 – Community Guidelines


Community GuidelinesIncomeOccupancyVehiclesPets

Review each community guideline.

Transition • The application has been reviewed, community guidelines have

been reviewed and a decision needs to be made. There are three possible outcomes to a screening process.

Possible outcomes of screening Participant Guide pages 2-13 through 2-15

Show Slide #27 and #28 – Possible Outcomes of Screening and Acceptance or Denial Notification

Review the process for each of the outcomes. Ask for any questions.





Transition • Let’s put to practice what we have talked about on the screening

process.

Activity #3 Applicant Screening

Refer to Activity #3 in the Activities tab of the Participant Guide Show Slide #29 – Activity #3


Activity #3

Applicant Screening

Setup Divide participants into small groups of 3-5. Refer participants to Activity #3 in the Activity section of the Classroom Materials. Instructions Based on the criteria given for the community, work within your group to determine whether each applicant should be approved, approved with conditions or denied. Validate your group decision. Working Time Allow approximately 30 minutes to complete this activity. Once time is up, ask everyone for their attention so you can conduct the debrief of the activity.





Debrief of Activity #3

Ask one group to read out their response to the first applicant and property information. Verify that all information given is correct and complete. After the group read-out, ask other groups for anything they would like to add. Repeat for remaining situations, generating a discussion around important points. Instructor Notes The first situation should be approved with the condition of a co-signer. Although John Jones income and credit score meet criteria, all students require a co-signer and you should not make exceptions. The second situation should be denied. Cecelia does not meet the income criteria for the unit she is interested in renting. The third situation should be approved. The Mannings meet the income and credit criteria for the unit they are interested in renting.

Transition • There are some issues to the application screening that we

mentioned before and now is a good time to go back and touch on those issues.

Processing applications for applicants without a Social Security Number

Participant Guide pages 2-17-2-19 Show Slide #30 – Applicants without SSN

Review the guidelines for processing applications for applicants without Social Security numbers.





Identity theft • Earlier we talked about the importance of scrutinizing identity

documents. Let’s look further into the issue of identity theft.

Ask if anyone in the room has been a victim of identity theft. Chances are someone may have been. If so, have the participant share a little bit of what happened. If not, talk about how because it has become so prevalent measures have been taken to protect people.

Participant Guide page 2-20 Review legal provision and data destruction rules that apply to identity theft.

Transition • The issue of co-signers comes up often in the application process.

Let’s look at what is required of a co-signer.

Information about co-signers Participant Guide page 2-21

Show Slide #31 – Co-signers


Co-signersComplete a co-signer agreementSign the lease

Talk about the issue of co-signers.





Deposits • The next issue in the application process is deposits. Let’s take a

look at the different types of deposits.

Participant Guide pages 2-22 and 2-23 Show Slide #32 – Deposits/Fees

Review the types of deposits and fees and the laws requiring deposits.

Transition • Once the application process has been completed, the resident has

been approved and all deposits have been agreed upon, it is time for the lease paperwork.





Lease paperwork

Participant Guide pages 2-24 through 2-25 Show Slide #33 – Lease

Read the definition of lease. Review lease paperwork.

Ask participants what information should a lease contain? Generate a discussion of what is in a lease and why it is important to be written in the lease. Show Slide #34 – The Lease

Transition • Even after the lease is signed, there can be changes to the

occupancy or a unit.




Chapter 2: Occupancy Management: From Applicant to Resident, Continued Occupant changes

Participant Guide pages 2-28 and 2-29 Generate a discussion around the changes to occupancy.

Transition • Lease paperwork is standard for rental units, but can be specific to

a community by incorporating community policies or adding them as an addendum to the lease.





Community policies

Ask “What types of specific community policies are incorporated into leases at your properties? Generate a discussion around community policies that participants have at their current properties.

Participant Guide pages 2-28 through 2-33 Review and discuss community polices and major lease addenda.

Transition • The lease is signed by all parties, and the next step in occupancy

management is move-in procedures.

Move-in procedures

Participant Guide pages 2-36 and 2-37

Refer to Toolbox Tab, pages 3 and 4 – Move-Out/Move-In Checklist and Toolbox Tab, page 5 – Resident Processing Checklist in the Participant Guide Show Slide #35 – Move-In Procedures

Talk to each of the points in the move-in procedure, referring back to and stressing the importance of good customer service skills covered earlier.





Move-in procedures, (continued) Ask “What types of items do you include in your orientation

agenda?” Generate a discussion around the types of items that are both important and useful to cover with a new resident.

Maintenance follow-up orientation

• After the move-in and basic resident orientation is complete, there should be a maintenance follow-up orientation handled by the Maintenance team. This meeting should include a review of the move-in inspection as well as procedures for basic maintenance of the unit.

Participant Guide pages 2-39 and 2-40 Show Slide #36 – Maintenance Orientation Agenda

Review each of the major components on the agenda, using the Participant Guide to explain in greater detail.

Ask “What other types of items do you include in your maintenance orientation agenda?” Generate a discussion around any other additions to the slide.





Transition • Maintenance is an ongoing process in a community.

Ask “How do you think maintenance effects the company’s financial health?” Generate a discussion around the importance of maintenance to control and/or reduce costs. • A well-maintained property attracts and retains residents.

Resident retention

Participant Guide page 2-41 Show Slide #37 – Resident Retention

Review results of SatisFacts survey and stress the importance of good maintenance in resident retention. Draw a parallel between response time and good customer service.

Transition • When a resident requires any type of maintenance from the

Maintenance Department, a service request should be completed.





Service requests

Ask “Why is it important to complete a service request?” Generate a discussion around the importance of completing service requests.

Participant Guide pages 2-41 and 2-42 Review the reasons why it is important to complete a service request, stressing the importance of fully completing the requests. • Staff should be trained on how to efficiently and accurately take a

service request. A Service Request form will aid the staff in collecting the necessary information.

Refer to Toolbox Tab, page 2 – Sample Service Request Form in the Participant Guide

Participant Guide pages 2-42 and 2-43 Review training for and taking service requests. Talk to the option of residents filing a service request online.





Emergency requests

Participant Guide page 2-44 Show Slide #38 – Emergency Requests

Review emergency requests and service request follow up. • Emergency service requests should be made by calling the office. If

the request is being made after business hours, either the answering service will call a service technician for the resident or the number to call will be provided. Emergency requests should not be placed online. This slide identifies examples of emergency requests.

Transition • Another task that the maintenance team is responsible for is the

key policy for the property.





Key policy

Participant Guide pages 2-45 and 2-46 Show Slide #39 – Key Policy


Key PolicyKey systemsKey controlVacant unitsModel unitsMove-ins

Move-outsKey release formKey release logLost keysLock changes

Review each point on the slide, using the Participant Guide to provide further details.

Transition • The key to successful maintenance of a property is a team

approach involving staff and residents.

Resident newsletter

• One way of keeping residents informed of policy changes, problems or even events happening within the community is through the use of a resident newsletter.

Participant Guide page 2-47 Show Slide #40 – Resident Newsletter

Review what a Resident Newsletter is, its content, publication hints, and advertising.





Resident newsletter, (continued) Ask “How many of you have resident letters at your property?”

Generate a discussion around resident letters and what is included in them.

Resident activities

• Some communities have organized resident activities which promote a sense of community and team. A calendar listing such activities can be included in the resident newsletter.

Ask, “What type of resident activities exist in your communities?” Generate a discussion around the different types of activities and what seems to work or not work within participant communities.

Participant Guide pages 2-48 and 2-49 Review resident activities.

Transition • One reason for promoting a sense of team and community is to

involve residents in the safety of their community. Most properties will experience some kind of criminal activity, usually involving vandalism or noise complaints. A sense of community will help in residents respecting one another and each other’s property.





Criminal activity

Participant Guide pages 2-50 through 2-51 Show Slide #41 – Types of Criminal Activity

Review the common types of criminal activity within a community and use the Participant Guide to explain the manager’s responsibility and what a manager can do. Stress the importance of seeking help from authorities.

Responding to crime

Participant Guide 2-53 and 2-54 • All criminal acts reported or witnessed by you, the staff or a

resident should be documented and kept on file. Generate a discussion around the importance of documentation. Review the steps to responding to a crime.

Refer to Toolbox Tab, page 6 – Sample Notice of Crime Incident Letter in the Participant Guide

See Risk Management module for a sample Incident Report. Discuss the importance of notifying other residents that a crime has occurred.





Transition • We have covered a lot of material to this point. Are there any

questions before we move into an activity to review some of what we have talked about?

Activity #4 What Would You Do?

Refer to Activity #4 in the Activity Tab of the Participant Guide. Show Slide #42 – Activity #4

Setup Divide class into small groups of 2-4. Ask that they work within their groups to read each scenario and explain what they would do in the situation. Working Time Allow approximately 30 minutes to complete this activity. Once time is up, call for everyone’s attention to debrief the activity.





Debrief of Activity #4

Ask one group to read out their response to the first situation. Verify that all information given is correct and complete, using the Participant Guide for help when needed. After the group read-out, ask other groups for anything they would like to add. Repeat for remaining situations, generating a discussion around important points. Instructor Notes The first situation involves the need to complete a service request. Groups should emphasize the need for a complete report and may even complete one using the sample in the addendum. A follow up call should be mentioned to be certain the request was completed in a timely manner and correctly. The second situation involves the need for good customer service skills in reminding a resident of the signed lease agreement. The manager may even want to have a copy of the specific language on the lease to show the resident. The manager may issue a warning with repercussions should the resident not follow the community guidelines The third situation is covered in responding to crimes, and the groups should talk about or complete an incident report. The steps to follow when responding to a crime should be followed, including notifying authorities. A letter to other residents should be drafted informing them of the situation.

Transition • Let’s return to the issue of occupancy management now and review

other administrative tasks a manager is responsible for. • Community files and record keeping varies from community to

community, but guidelines do exist.





Community files and record keeping Participant Guide pages 2-55 and 2-56

Show Slide #43 – File and Retention Guidelines

Review guidelines for each files listed on the slide, referring to chart in the Participant Guide. Review Dead files and Data destruction rules.

Transition • Are there any questions of file retention before we move into rent

collection? Rent is the largest source of income for a community, so collection is one of the most important tasks

Rent collection

Participant Guide page 2-57 Show Slide #44 – Rent Policies and Procedures

Discuss the need for policies and procedures to be in place and address each component listed on the slide.





Rent collection, (continued) Participant Guide page 2-58

Show Slide #45 – Rent Roll

• A rent roll is a comprehensive record of occupancy and rent collection activity. Maintaining a rent toll will be helpful in preparing other reports.

Review the slide listing elements to include in a rent roll. Show Slide #46 – Ways to Combat Rent Delinquencies

Discuss the ways to combat rent delinquencies.





Rent collection, (continued) Participant Guide page 2-59

Show Slide #47 – Three Keys to Ensuring Rent is Paid on Time.

Read through slide, stressing the importance of ensuring rent is paid on time. Show Slide #48 – Methods of Payment

Identify the generally acceptable methods of payment. Talk about prohibiting payment by cash and how in some state and local laws require that cash be accepted.


Ask, “How does your company deal with returned checks?” Generate a discussion around paying with checks and how to handle returned checks. Discuss collection after a move-out.





Transition • Are there any questions about rent collection before we talk about

rent increases?

Rent increases

Participant Guide pages 2-62 and 2-63 Show Slide #49 – Why Rent Increases?

Read through slide. • Rent increases can create anxious and frustrating experiences with

residents.

Review techniques to use when raising rents.

Ask, “What experiences do you have to share about the issue of raising rents?” Allow one or two participants to share an experience and how they handled it.

Transition • It may be related to a rent increase, or for any other reason,

residents do terminate leases and need to provide written notice of their intent to terminate.




Chapter 2: Occupancy Management: From Applicant to Resident, Continued Move-out notice

Participant Guide page 2-64 Show Slide #50 – Move-Out Notice

Review information for when you receive a move-out notice, explaining the steps a manager needs to take. • After the resident has moved-out and all keys have been turned in,

an appointment should be made to perform the move-out inspections. Some states require the resident be present during this inspection.

Participant Guide page 2-65 Show Slide #51 – Move-Out Letter

Review what should be included in a move-out letter. Discuss the need to send an itemized list of any deductions made from the security deposit, even if there is no money left to refund.

Move-out inspection

• A move-out inspection is easier to perform if you have a move-in/move-out checklist to follow.

Refer to Toolbox Tab, page 3 – Move-Out/Move-In Checklist in the Participant Guide





Move-out inspection, (continued) Participant Guide pages 2-66 – 2-67

Show Slide #52 – Move-out Inspection

Review what to look for when conducting a move-out inspection.

Participant Guide pages 2-66 – 2-67 Review the procedure for handling items left behind in an apartment.

Transition • Once a resident has moved out, the issue of the security deposit

needs to be handled.

Security deposit disposition Ask, “Why is it not a good idea to apply the security deposit to the

last month’s rent?”

Participant Guide page 2-70 Review security deposit disposition. Generate a discussion around what can happen if the security deposit is used as a last month’s rent.





Security deposit disposition, (continued)

Participant Guide pages 2-71 and 2-72 Show Slide #53 – Deductions for Cleaning and Damage

Review deductions for cleaning and damage.





Security deposit disposition, (continued) Participant Guide pages 2-72 and 2-73

Show Slide #54 – Deductions for Unpaid Rent


Deductions for Unpaid RentUnpaid rentExtended stayInadequate noticeFixed-term leaseEvictions

Review deductions for unpaid rent.

Participant Guide pages 2-72 and 2-73 Review time frames and interest on security deposits. Ask for any questions of security deposit disposition.

Transition • A manager’s goal should be to deal with as few move-out situations

as possible by promoting lease renewal. Lease renewals opportunities should be offered to residents approximately 120 days in advance of the lease expiration.





Lease renewal

Participant Guide pages 2-75 through 2-76

Ask, “Does anyone currently use a software program to help with lease renewals?” Discuss how software can help in the process of lease renewals.

Refer to Toolbox Tab, pages 9 and 10 – Lease and Renewal Listing and Apartments Available to Lease Report in the Participant Guide Review these manual reports that can help in the lease renewal process. Generate a discussion around determining rent increases and what factors to consider.

Participant Guide page 2-73 Show Slide #55 – Renewal Invitation Letter

Review process for sending a renewal invitation letter. Stress the opportunity to provide good customer service. Review suggestions for handling uncommitted residents.





Transition • Are there any questions on lease renewal before we move into

lease termination?

Lease termination

Participant Guide page 2-78 Show Slide #56 – Legal Reasons to Terminate a Lease

Review legal reasons to terminate a lease.

Show Slide #57 – Holdovers

Review ways to deal with holdovers.

Transition • The last component of occupancy management to handle is

evictions.





Evictions

Participant Guide pages 2-79 through 2-80 Stress the importance of knowing individual state laws governing evictions. Show Slide #58 – Eviction Notices

Review the three types of eviction notices. Review the steps to an eviction, stressing the importance of following the law to avoid lawsuits.

Transition • Are there any questions regarding occupancy management before

we move on to Skill Check #2?



Skill Check # 2 What this skill check covers



Setup Explain to participants that they will now complete the second skill check for

this course. They will work individually to complete the skill check, and once complete (or time runs out) you will provide the answers which they can use to score themselves and use as a study guide for the exam. This skill check can be completed using their Management of Residential Issues Participant Guide to look up the answers.







Skill Check # 2, Continued

Debrief




Chapter 3: Property Management Systems Estimated Time: 1.5 hours

What we’ll cover

• We have talked at length about providing good customer service to residents throughout the process from application to renewal or termination, as well as the many other tasks involved in occupancy management. Let’s now take a look at some property management systems that can make these tasks easier to handle.

Show Slide #60

Advantages of property management systems Ask, “What do you think are some advantages property

management systems offer a manager?”

Participant Guide page 3-2 Generate a discussion around the advantages of property management systems.




Chapter 3: Property Management Systems, Continued Transition • Let’s look at the types of property management systems that exist.

Types of property management systems Participant Guide page 3-3

Show Slide #61 – Property Management

Review the types of information that can be instantly accessed with property management software.




Chapter 3: Property Management Systems, Continued, Continued

Types of property management systems, (continued)

Participant Guide pages 3-3 and 3-4 Show Slide #62 – Billing Management Services

Review billing management services.

Participant Guide page 3-4 Show Slide #63 – Revenue/Yield Management

Review how Revenue Management systems can be used for marketing and competitive surveys.






Participant Guide pages 3-4 and 3-5 Show Slide #64 – Make Ready and Maintenance Management


Make Ready and Maintenance Management

Mobile work orders/Pocket PCsMaintenance analysis reportsSpanish capability

Review Make Ready and Maintenance Management systems. • Another large part of property management systems involves

technology and the Internet. Managers must always refer to the corporate policies on technology before employing any such management systems.

Generate a discussion around the language to use and what people currently have in place at their community.







Show Slide #65 – Internet Based Systems

Review each of the Internet-based systems.

Ask, “How many of you currently have Web pages or resident portals in place at your communities?” Generate a discussion around the success and usage of such pages. Ask, “Does anyone use an online leasing form?” If a participant has information to share about this allow it to be shared.






• Another effective management system is a call center dedicated to handling leasing when onsite staff is unable to.

Participant Guide page 3-7 Show Slide #66 – Call Center

Review Call Centers and the questions to ask before hiring a call center.

Participant Guide page 3-8 Show Slide #67 – Purchasing

Review purchasing technology.






• Earlier when we discussed rent collections, we mentioned electronic payments.

Participant Guide pages 3-8 and 3-9 Show Slide #68 - Electronic Payments

Review electronic payments. • We talked about screening applicants earlier, and the Internet can

be used to help in the screening process as well.

Participant Guide page 3-10 Show Slide #69 – Screening Applicants

Review screening applicants.





Types of technology for residents Participant Guide page 3-11

Review types of technology for residents.

Ask, “Does anyone have a business center or wireless Internet at their property?” Generate a discussion around this amenity and how it may work toward resident retention.

Property management software support Participant Guide page 3-12

Review property management software support.

Transition • Are there any questions regarding property management systems?





Discussion • I would like to open up the floor to a discussion of types of

software currently being used and your experiences with such software. It is my hope that through this discussion we can learn from each other what works well and what doesn’t.

Generate a discussion around: • what software participants are using • who is using it • how is it

Transition • If there are no more comments or questions, let’s complete the last

Skill Check for this course.



Skill Check # 3 What this skill check Covers



Setup Explain to participants that they will now complete the final skill check for this

course. They will work individually to complete the skill check, and once complete (or time runs out) you will provide the answers which they can use to score themselves and use as a study guide for the exam. This skill check can be completed using their Management of Residential Issues Participant Guide to look up the answers.







Skill Check # 3, Continued

Debrief




Course Wrap Up End of course • That brings us to the end of the Management of Residential Issues

course. We have covered a lot of material today.

Course Review

Thank the participants for attending the class and ask them to complete the course evaluation before they go. Remind them that they can use their Answer keys to the Skill Checks to study for the exam and wish them luck!

Course exam The CAM exam is delivered in 2-parts over a 4 hour period. Part I is 115

multiple-choice questions timed for 2 hours. Part II is 75 scenario-based multiple choice items, also timed for 2 hours. Both Parts of the CAM exam test knowledge and application of content from ALL 9 modules. The new CAM exam is ONLY delivered on a computer in a proctored environment. The exam is available at Affiliate offices and Castle Worldwide locations across the country. Click here to go to a testing site or visit www.naahq.org/education. Refer students to the Candidate Handbook for additional testing information. Participants will need an eligibility code to access the exam. The eligibility codes will be distributed by the local apartment association after completion of the required coursework. Upon completion of the NAAEI exams, participants will receive their results immediately. All participants will receive diagnostic information on their performance in the major content areas of CAM. If a participant passes their exam, they will receive a passing notice. If participants do not pass the exam, they will receive their score report, in addition to a profile of their strengths and weaknesses based on the domains (sections) included in the exam. Participants who do not pass the exam, may retake it again after 7 days. Retesting fees for one part of the exam at an association or Castle location is $80.00. Retaking both parts of the exam at an association or Castle location is $100.

Certified Apartment ManagerSM Participant Guide Management of Residential Issues

© 2014 National Apartment Association Toolbox-1

Toolbox Overview

In this toolbox The table below shows the items included in this Toolbox.

Topic See Page Sample Service Request Form Toolbox-2 Move-Out/Move-In Checklist Toolbox-3 Resident Processing Checklist Toolbox-5 Sample Notice of Crime Incident Letter Toolbox-6 Sample Notice of Resident Intent to Terminate (Vacate) Toolbox-7 Lease and Renewal Listing Toolbox-9 Apartments Available to Lease Report Toolbox-10 Sample Eviction Notice Toolbox-11



Sample Service Request Form Enclave Buckhorn Crossing – Leasing From: [email protected] Sent: Friday, December 6, 2013 11:20 AM To: [email protected] Subject: Enclave at Buckhorn Crossing Service Request Form Name [Resident name] Email [email protected] Phone (xxx) xxx-xxxx Unit 211 Contact method Phone Message Having problems with AC. Has not been working properly the past 2

days. Seems like the AC might be freezing. Sender’s IP address 76.233.26.117



Move-Out/Move-In Checklist




Move-Out/Move-In Checklist, Continued



Resident Processing Checklist

Sample checklist

The following is a sample of a Resident Processing checklist.

Resident’s Name: Today’s Date: Apt. # Bldg. # Move-in Date:Leased by: Additional deposit for pet $ Security deposit $ Amount of Re-letting fee $ Pro-rated rent $ / I. When the prospect agrees to join the apartment community, the following must occur:(Initials/Date) A. Application prepared. B. Application completed by applicant(s) and signed by all parties. Leasing Professional verified government issued photo ID information on the C. $ Nonrefundable application processing fee collected. D. $ Application deposit and/or earnest money collected. E. $ “Welcome Card” with move-in instructions given to resident concerning utilities. F. If resident was referred by a locator service, “Authorization For Payment of Locator Service Form” completed and placed in file. G. Lease recorded on: Apartments Available to Lease Form Make Ready Board Leasing Activity Board / II. Application processed and verified. / III. Application verification reviewed by Supervisor. The status of the applicant is: Approved Approved with co-signer Rejected because: / IV. Resident contacted regarding results of application. Appointment was scheduled for them to sign their lease on: / V. Lease and all applicable addenda properly and accurately typed. Lease Contract Pet Addendum Lease Addendum Family Addendum Alarm Addendum Rolodex made Name tag made for mailbox_ _____ Other addendums and agreements / VI. One day prior to move-in: Apartment walked to verify market-ready. If not ready, service request submitted to maintenance department concerning make-ready. M/I Inventory report typed. Welcome note and gift placed in apartment. / VII. Day of move-in: All applicable papers explained, signed and initialed by resident(s) and professional. All copies of paperwork given to resident. Mailbox tag and security numbers given to resident. Collected full amount of security deposit. Collected rent. / VIII. Resident called the day after move-in to verify everything in the apartment was satisfactory. / IX. Manager reviewed completed file to verify all of the above was completed prior to filing in active residents file cabinet.



Sample Notice of Crime Incident Letter DATE To the residents of the xxxxxxxxx Apartments, We wanted you to be aware of an increase in criminal activity at our property. Over the last several weeks we have had several reports of auto break-ins and, more recently, threatened assaults of drivers exiting their vehicles. These incidents are occurring during both daylight and evening hours. The police have been notified and affected individuals have filed police reports. We wanted you to be aware of this criminal activity on our property and remind you to always take whatever precautions you feel are necessary to ensure the safety of yourself, your family, friends and possessions. We urge you, your family, co-residents, occupants and visitors to be as careful as possible for your own safety and security. If a crime is suspected or occurring or even if suspicious persons are spotted on the property, you need to contact the police immediately by calling 911. Failure to do so could result in crucial delays. After first notifying the local law enforcement authorities, you should then contact our management office. No one can ensure your safety. Please remember that your security is your responsibility and that of the local law enforcement agencies. Sincerely, Ima Cam Property Manager Hand delivered on Thursday, DATE

Certified Apartment ManagerSM Reference Guide Management of Residential Issues


Sample Notice of Resident Intent to Terminate (Vacate)

NOTICE OF INTENT TO VACATE COMMUNITY: LEASE EXPIRATION: Name of Resident(s): ADDRESS: I/we will be vacating the above named premises on for the following reason: Need Larger Apartment Need Smaller Apartment Renting a House Buying a House Job Transfer Financial Reasons Rent Increase Management/Maintenance Related Other (please explain below) Please Explain The date given above is the date in which my residency will be terminated. Any and all keys are to be returned to the Business Office of Apartments located at by midnight of the date above. I further understand that the giving of this notice: Is A Breach of Lease Is Not A Breach of Lease and does not relieve me of any liability that I may have under my present lease. I understand the penalties involved if my present lease agreement is terminated before it expires.



My security deposit refund (less any charges, if applicable) and/or final statement should be forwarded to: NAME: ADDRESS: CITY/STATE/ZIP:



Lease and Renewal Listing

Lease Date

Renewal Date

Apt. No.

Resident Name

Unit Type

Monthly Rent

MI Date

Term of Lease

Application Status

Bonus Amount

Date Bonus Paid



Apartments Available to Lease Report Community: Week Beginning:

Unit Type

Apt. Floor. Rent/Mo. MO Date

MI Date App Status

New Resident Name Market Ready

Amenities

For organizational purposes, all units have been listed by floor plan type starting with the smallest floor plan. An explanation of each column follows: Unit Type Floor plan code Apt. # Apartment number Floor Floor on which unit is located Monthly Rent Rental rate for new resident MO Date Date current resident is scheduled to move out or date unit was vacated MI Date Date new resident is scheduled to move in App Status Status of application: A – Approved R – Rejected P – Pending C – Cancelled Lease New Resident’s Name Name of new resident Market Ready Unit ready for move in or showing Amenities Special features (fireplace, etc.) Note: This report should be revised every week by updating new activity and deleting completed activity.



Sample Eviction Notice

NOTICE OF TERMINATION OF RESIDENCY

DATE:

TO:

(Address)

You are advised that your residency is terminated effective immediately. This notice is authorized by section (Section Number) of (State) statutes. You shall have seven (7) days from delivery of this notice to vacate the premises. This action is taken because: (List specific lease violation)

We will retake possession for your account in the event you vacate or are evicted. You will be held liable for past due rent and future rent due under the full term of your rental agreement, any charges due under the terms of your rental agreement, damages to the premises, attorneys’ fees and court costs minus any rent received from re-renting the premises.

_______________________________________

Owner/Agent Signature and Printed Name

_______________________________________

Property/Company Name

_______________________________________

Property/Company Address

_______________________________________

Telephone Number

NAAEI thanks you for taking the Certified Apartment Manager (CAM) program.

Following is a list of items that you may find on the NAA Web site that may not be included in the program text that is to be used for your reference while taking the courses in this program:

• Supplement/Resource Materials • CAM Skill Checks and Answer Key • Additional Course Handouts

These files may be downloaded from the NAA Web site by visiting:

www.naahq.org/education/CandidatesOnly

4300 Wilson Blvd., Suite 400Arlington, VA 22203

703/518-6141 Fax 703/[email protected]

www.naahq.org

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